**Las Vegas**: Following a merger, Keurig Dr Pepper has enhanced SAP monitoring by migrating systems to Google Cloud and integrating AI-driven tools, achieving significant efficiency gains and operational visibility. The company’s journey showcases key lessons in IT transformation and incident management optimisation.
Keurig Dr Pepper has successfully transformed its SAP monitoring processes following a significant merger that brought together two distinct SAP environments—one from Keurig and the other from Dr Pepper. This union created a complex landscape with five ERP systems housed across multiple operating systems and databases, necessitating a move towards a more streamlined, centralised monitoring approach. The challenges included disparate infrastructures, monitoring tools, and support processes that historically required manual oversight.
At SAPinsider Las Vegas 2025, Jason Nasse, SAP Operations Manager at Keurig Dr Pepper, detailed the company’s journey towards incorporating real-time, AI-driven monitoring solutions. He explained that the transition involved moving from a manual process to an integrated system utilising Splunk and PowerConnect, which has significantly enhanced operational efficiency. This shift has resulted in reduced downtime, improved root cause analysis (RCA), and a decrease in alert fatigue within the monitoring teams.
Keurig’s SAP system had been operational since 2017 and comprised 15 applications across 135 servers running diverse databases such as Oracle, Hana, SQL Server, and Sybase. Conversely, Dr Pepper’s SAP infrastructure had been established for over 25 years, featuring 20 applications supported by AIX, Red Hat Linux, and Windows servers, all contributing to the same database diversity. The post-merger scenario revealed a lack of integration, which resulted in four separate managed service providers each supporting different data centres and monitoring tools.
To combat this inefficiency, the management team set two main goals: to consolidate the managed service providers and to migrate all SAP systems to the Google Cloud Platform (GCP) within a year. They also aimed to automate the monitoring processes to create a singular layer of real-time visibility across their SAP landscapes.
By March 2020, despite the challenges posed by the COVID-19 pandemic, Keurig Dr Pepper managed to complete its cloud migration. The company then focused on optimising SAP monitoring systems. Initially experimenting with SAP Solution Manager, it was later decided to switch to Splunk, enhanced by PowerConnect, to achieve real-time analytics and AI-driven alert systems.
Key achievements of this transformation included:
- Unified SAP Monitoring: Different aspects of the monitoring process were integrated into one centralised platform.
- Near Real-Time Data Visibility: This enhancement allowed SAP teams to monitor performance live, contributing to more accurate RCA.
- Automated Incident Management: This was connected directly to ServiceNow, enabling automatic ticket generation and prioritisation.
- Custom Dashboards and KPIs: Tailored dashboards were developed, allowing teams to monitor SAP application health more effectively.
- Alert Fatigue Reduction: AI-driven adjustments to alert thresholds have minimised false positive alerts, focusing attention on critical issues.
Nasse highlighted the benefits that arose from these changes, noting:
- A 70% reduction in mean time to resolution (MTTR) for SAP issues, allowing the team to resolve incidents more rapidly.
- A 30% decrease in high-priority incident levels, leading to fewer major disruptions.
- Near elimination of incidents during SAP maintenance windows, previously a source of significant production losses, particularly in the production of Keurig’s coffee pods.
Looking ahead, Keurig Dr Pepper is now concentrating on advanced predictive analytics and DevSecOps monitoring to enhance their SAP operations further. This includes using machine learning for predictive alerting, employing Splunk’s IT Service Intelligence (ITSI) tool for real-time visualisation of failure points, and integrating IT monitoring with business processes for expedited issue resolution.
Nasse shared the lessons learnt throughout the overhaul, including the importance of unifying SAP monitoring systems for improved operational visibility and the necessity of AI-driven analytics to optimise maintenance efforts. The company has emphasised the integration of business processes with technical operations to improve both incident management and customer service.
As companies consider the implementation of similar SAP monitoring upgrades, they must navigate challenges related to integration complexities and data management costs to ensure an effective and efficient monitoring system.
Source: Noah Wire Services
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