Top 10 Technical Best Practices for Achieving 100% Customer Satisfaction in SAP Basis Services

[mrn2023]

1.Proactive Monitoring and Alerting: Implement robust Automatic monitoring tools like Solution Manager, Avantra etc. to track key performance indicators (KPIs) such as system availability, response times, memory usage, and CPU utilization.
​​Configure proactive alerts to notify the support team of potential issues before they impact users. It should be integrated with any ticketing tool. There should not be any manual alert monitoring.
​Leverage tools like SAP Solution Manager's Early Watch Alerts for proactive system health checks.
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2.Patch and Update Management: Regularly apply SAP Notes, support packs, and patches to keep the system up-to-date and secure. SAP Security notes to be updated regularly to maintain system compliant with vulnerability. 
​​Utilize a well-defined change management process to test and validate updates in a controlled environment before applying them to the production system.
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3.Backup and Disaster Recovery: Establish a comprehensive backup and disaster recovery strategy. Regularly test backups to ensure they are restorable. Implement automated backup scripts and periodically review the recovery process to maintain its effectiveness. High availability should be maintained at all levels like Primary application server, Database level, Application server levels etc. 
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4.Performance Tuning: Monitor system performance to identify bottlenecks and resource constraints. Utilize tools like SAP Performance Trace and SQL Trace to pinpoint performance issues. Optimize system parameters, database configurations, and memory settings to enhance system responsiveness. Closely monitor workload monitor statistic trends to see any issues.
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5.Security and Authorization Management: Implement strict security measures to protect sensitive data. Regularly review and update user roles and authorizations. Conduct security audits to identify vulnerabilities and ensure compliance with industry standards such as GDPR / SOX.
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6.High Availability and Load Balancing: Implement high availability solutions like SAP HANA System Replication or SAP Enqueue Replication to ensure business continuity. Configure load balancing for application servers to distribute user requests efficiently and prevent overload on specific servers.
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7.Capacity Planning: Conduct regular capacity planning assessments to predict future resource requirements. Monitor trends in system usage and plan hardware upgrades or resource allocations accordingly to accommodate growing demands. Either you can use quick sizer for new systems or t-shirt sizing can be done.
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8.SAP Transport Management: Maintain a structured transport management process to seamlessly move changes across system landscapes. Utilize tools like Transport Management System (TMS) to manage transports, ensuring consistency and avoiding conflicts. Suggest to use SAP Solution manager Charm , Rev-Trac etc. tools.
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9.System Documentation: Maintain accurate and up-to-date system documentation. Document system configurations, custom developments, and integration points. This documentation is invaluable for troubleshooting, audits, and knowledge transfer. Make sure to maintain Known Error Database since the beginning of the project. Documentation should be maintained in well defined folder structure. Also documentation can be maintained on any ticketing tool under knowledge management module.
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10.Continuous Improvement and Innovation: Stay informed about the latest SAP technologies and trends. Evaluate opportunities for innovation, such as migrating to SAP S/4HANA or adopting cloud solutions. Regularly review and refine processes to optimize service delivery. Automation is the main area to be focused in all aspects to show the improvements. RPA, OS scripts, self - healing, AI steps etc. to be proposed.