1. Information Governance: Reducing Costs and Increasing Customer Satisfaction Chris Cingrani SAP EIM Practice LeadCapgemini

3. How can an organization reduce costs through ongoing Information Governance?

4. How can an organization increase customer satisfaction through ongoing Information Governance?Learning Points

5. Best Practices Overview of the SAP Best Practices for Information Governance v1.0 Overview of the Capgemini Best Practices for Information Governance

6. Agenda

7. What We Hear From Our Clients Regarding Data Issues “I have a single instance of SAP, do I need MDM?” “I don’t have a single view of key things like customer, vendor, product, stock.” “I am convinced that I need an MDM solution - should I ‘build’ or ‘buy’ it.” “Who really owns the data? Is it IT or the Business? My Business counterparts want me (IT) to clean up their data!” What we hear in the market “How do I get my business counterparts to take ownership of their data?” “I now have more and more data about consumers, citizens, complaints, sales transactions, web/social activities – if we can harness this we would really be really good.”

9. Data is an Organizational Asset, which is increasingly becoming a Business Enabler rather than merely being stored for administrative purposes

10. Information is a Product built up of pieces of data that are collected from within as well as outside organizational boundaries

11. Organizations need to develop a Vision on Data Governance in order to have good control of their organizational information

12. A Governance Strategy is needed to create awareness, get management support and provide tools to execute Knowledge Formation of a whole Information Connection of Parts Data Gathering of Parts

13. The Impact of Information Initiatives without Data Governance MDM without Data Governance Leads to un-clear / un-unified / un-approved corporate definitions Leads to unbalanced data quality requirements Leads to lot of ‘transformations’ between environments due to a missing single definitions BI without Data Governance Leads to extra effort in alignment of data structures Leads to publications to unauthorized people Leads to publications of wrong information Data Distribution and Sharing (cloud) without Data Governance Leads to unauthorized distribution of data Leads to ‘spreading’ of incorrect data throughout the organization or beyond the organizational limits Data Governance is about setting principles on how data shouldbe used and how it is used to support operational growth andhow to maintain that in the future

14. What Is Information Governance? Information GovernanceA discipline that includes people, processes, policies, and metrics for the oversight of enterprise information to improve the business value High Value Information: Optimized Business Processes Smarter Business Analytics Timely Mergers and Acquisitions Compliance with Laws and Regulations People Process Policies & Standards Metrics

15. What Aspects of Information Can Be Governed? Begin with the business goal that is enabled most by quality information. People Information ownership and accountability Information access (who, when, where, what) Process Data handling (creation, updating, deleting) Information storing (archiving, security) Metrics Data quality levels Reporting (who, when, what) Policies and Standards Data definitions Allowable values Information architecture

20. Traditional Approach Information Centric Approach People People Process Technology Information Process Technology Application & Process centric – information is often an after-thought Information-centric – information across people, process & technology Information is at the Core of Capgemini’s SAP ERP Approach

21. Reducing Costs: Improved Data Management Rising costs associated with managing data Lack of policies and processes in place to manage the data. Clients often discuss issues around multiple versions of the truth. Multiple versions of the truth exist may exist from a duplicate data standpoint, as well as in inconsistent business rules. Lack of basic Information Governance Lack of a centralized business glossary (or data dictionary) that is readily available to document the single version of the truth within a given data domain. Lack of an approval process. How to handle changes to the data definition or business rules? Inability to understand the impact of a change. What other implications the change will have (to data, systems, processes, etc.)

22. Better Decisions: Leveraging Your Data Multiple Versions of the Truth Exist Need a process to address the issues associated with multiple versions of the truth (both with data itself and the definitions of data. Traceability - process and tools to trace back to our business glossary how data is defined and ultimately who is responsible for the data (both from a business and IT perspective). Customer Satisfaction – Internal and External Customers Internal Customer Increase satisfaction due to having clear visibility into the data and data definitions External Customer Increased satisfaction may be as basic as not having multiple versions of my account when I call in to place an order

23. Reducing Costs: Benefits of Information Governance Redundant databases Redundant data tools and BI reporting systems Manual, duplicate data quality checking Duplicate external data vendors providers Business process inefficiencies © MCV LLC

25. Capgemini’s Data Centric Framework:Data Governance and Stewardship Business value and value longevity are driven from business decisions that are traceable back to reliable facts generated from repeatable processes. The dimensions of Data are: Data Governance Activities 5 Metrics – meaningful for improvements to the processes, define objectives for the technology and reward the organization for adherence. 1 Processes – to provide consistency, understanding, transparency and accountability. 5 1 DataGovernance 4 2 4 Technology – to help enforce standards, policies and delivery of information at the time and place of need 2 Operations – that are predictable with controls for quality and drivers for operational decisions 3 3 Organization – to execute the processes with the technology for business value realization and operational improvements. Governance coupled with tools are the key to creating and delivering a healthy data lifecycle.

26. If Collaboration is Key – What Should My Organization Be Doing? Traditional Approach Information is shared via email or spreadsheets Lack of an audit and decision trail No change management Unable to track progress of the data conversion/definitions Processes are available, but unable to manage this process A New Approach – Best Practices for Information Governance

27. Agenda

28. Best Practices for Information Governance Key Requirements for an Information Governance Solution Collaborative Environment Ability to provide role and project based security Project Management capabilities Approval process for data objects and data definitions

29. SAP Best Practices for Data Migration Architecture SAP Target Environment Data Staging and Test Environment Legacy Data Environment Loading Performance Analysis Dashboards and Business Reporting Flat Files/ Excel Staging Area Pre-Built load routines for SAP Objects Databases Data Services Platform Name Parsing Business Validation Rules Files Extract & Profile IDocs SAP Configuration Extraction Address Parsing & Correction Applications Automatic SAP Config Validation Validate & Load Cleanse Transform Material/Product Parsing Matching XML Reconciliation Transform Data into SAP structure Transparency, Communication and Governance SAP Business One

30. SAP Best Practices for Information Governance in Data Migration v1.0 (PILOT) Key Features: Information Governance Data Dictionary provide a collaborative environment through which project teams and business users can document and govern key metadata associated with their business data. Data Conversion Inventory for Data Migration allows for the cataloguing of data objects that will be converted into your SAP environment. Best Practices Repository for Data Migration, Data Quality and MDM provides a variety of best practices documents, links, that are aligned with SAP’s ASAP Methodology. Extend the Best Practices for your Organization provides the ability to add additional business areas, source and target system information, and other key data metrics that will allow you to monitor and measure Information Governance in your SAP and non-SAP systems.

31. SAP Best Practices for Information Governance in Data Migration v1.0 (PILOT) Key Features: Project Management All information management initiatives require a good project management framework in order to ensure successful delivery. In order to support projects, the following core capabilities are included: CRM, ERP, HCM, Information Governance and Data Quality Project Plans Assign Planned & Non-Planned Tasks to Users Support the Register of Issues & Risks Defect Tracking Status Reporting

32. Agenda

34. Configurable access controls and authentication schemes guarantee the security of customer data

35. Powerful SLE management tools enable remote administration of accounts, apps and members

36. Standards-based APIs facilitate rapid integration with SAP OnPremise and 3rd party systems

38. Auto scaling and elastic load balancing to ensure high system availability

39. Multiple “Availability Zones” within each region provide fault tolerance

40. Regional operating centers in US, EU and AP comply with data privacy laws

41. Daily, weekly and monthly archiving for rapid disaster recovery

42. Real-time monitoring and automated alerting by SAP Operations Team on a 24 x 7 basisSAP On-Premise SAP On-Device Member Internet SSO Daemon SAPGateway 3rd PartySystems Firewall MonitoringAgent S3 Bucket SSL TerminationLoad Balancer MailTransferAgent S3 Bucket Amazon EBS Firewall S3 Bucket Tenant AppServer Cluster Tenant AV Tenant DatabaseCluster * Service Level Agreement stipulates 99.95% availability in each EC2 region.

43. Agenda

44. Client Case Study

45. Client Case Study

46. Agenda

47. Information Governance is an ongoing process that involves both business and IT parts of the organization Benefits of Information Governance often realized are reduced costs and increased customer satisfaction The SAP Best Practices for Information Governance v1.0 provides a collaborative environment and project management capabilities that are often lacking for Information Governance Key Learnings 32

48. Questions?

49. Thank you! www.capgemini.com