SAP Web Application Server – Die solide Basis fuer SAP Solution Manager
E-Business - Something bugging?
U Cost of implementation U Security concerns U Customer reluctance to use U Cost of infrastructure U Lack of resources to implement effectively U Reliability of systems
E-Business - Our Offer to Customers
SAP Web Application Server = Commitment to Lowest Cost-of-Ownership Implementierung Wartung/Wartbarkeit Infrastruktur Höchstmögliche Sicherheit Zuverlässigkiet und Verfügbarkeit
U HTTP(S), SMTP, XML, XSLT, WebDAV, SOAP U Unterstützung von U U U
„stateless“ und „statefull“ Anwendungen Business Server Pages Business extensions Sicherheit Verschlüsselung (SSL or
SNC)
SAP Solution Manager Features
SAP Solution Manager = central Platform for efficient implementation and operation of mySAP.com
Framework and technical infrastructure for service delivery
On-Site (Consulting), Remote, Self Services
Central integration of service and support tools
SAP Note Assistant, Microsoft NetMeeting, Support Desk, ...
"Living" documentation
Graphical representation
Central monitoring platform
Service Level Management, System Monitoring, Business Process Monitoring
Central platform to access all relevant information from SAP
SAP Service Marketplace
SAP Solution Manager – Functional Areas and Support Engines
SAP Solution Manager SAP Solution Manager
Operations Section Support Section Solution Monitoring
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution management and continuous optimization Process-orientated Application Monitoring and System Monitoring Integrated Support functionality (customer internal messages and remote SAP Support)
Collaboration, Tools and Platforms Collaborative Service Delivery Framework
PARTNERS
Hardware Software Implementation Service
SAP FIELD OPERATIONS Customer mySAP.com Solution SAP Solution Manager
Sales Consulting
z z z z
One central documentation of mySAP.com projects One shared monitoring of Business Processes Integration of Partner Services Integration of Partner Tools
z z z
Access
z z z
Knowledge Transfer Self Services Business Process Monitoring
Discover & Evaluate E-Business scenarios One central mySAP.com project reporting Operating, Monitoring, and Tuning Services
Access
SAP SERVICE MARKETPLACE
SAP SUPPORT BACKOFFICE
Primary Support Product Support
Access
z z z
Team SAP Support Services Key Account Services Mission Critical Support
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution management and continuous optimization Process-orientated Application Monitoring and System Monitoring Integrated Support functionality (customer internal messages and remote SAP Support)
All components in a Solution Landscape Linked to CCMS Monitoring Architecture Configurable Extendible Linked to service & support procedures Best Practices for
Solution Management tasks
Different views Software, Hardware,
Business Processes
Business processoriented First step to a "real"
business process monitoring
Business Process Monitoring / Interface Monitoring
Different views Business process
view selected
Linked to System Monitoring All components in a solution landscape related to the business process Business processoriented Linked to single monitoring alerts Configurable
SAP Solution Manager Content
Enable customers to manage their mySAP.com solutions using:
Services and best practices - SAP’s expert knowledge for solution management and continuous optimization Process-orientated Application Monitoring and System Monitoring Integrated Support functionality (customer internal messages and remote SAP Support)
Support Desk – Functions
Customer internal message handling (Support Messages) T Messages created within the user's productive work environment T Automatic collection of system and context data Manage SAP Notes efficiently T Integrated SAP Notes Search through the SAP Service Marketplace T Implement SAP Notes automatically with the SAP Note Assistant Customer Solution Database T Build up your own Q&A Database SAP Support Integration T Send Support Message to SAP T Receive status updates and solution within Support Desk SAP Remote Support Integration T Microsoft NetMeeting for application sharing between end users, SAP Solution Manager power users and SAP Support back office experts
Benefits for the Customer
Prevention or reduction of the number of escalations through
Integration of Service and Support offerings into standard business Standardized Services Performance enhancement for core business processes Tools and best practices for managing system mergers, splits, upgrades Re-engineering of customer modifications ... Standardized special services SQL Statement Analysis Customer Program Analysis (ABAP) Data Management and Archiving ... Empowering Customers (Knowledge Transfer) Early step-in into customer projects
SAP Solution Manager – Customer Benefits
Increased customer satisfaction due to
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Increased performance and throughput of the solution Named contacts within the SAP Support Organization *
Service Level Management / Reporting
Monitoring performance and throughput of the core business processes, interfaces and system components Integration of SAP Active Global Support through SAP EarlyWatch Alert IT Service Level and availability reporting
Application Management / Monitoring
Documentation / Monitoring of core business processes Documentation / Monitoring of all system components and interfaces (integration) relevant for core business operations
Software Change Management for the entire solution
Implementation and monitoring of software change management operations (upgrade, modifications, etc.)
Best SAP Support with integrated Support Desk
Interface to SAP: System data retrieval for fast problem solving Application sharing (Microsoft NetMeeting)
SAP Solution Manager Software
The SAP Solution Manager is available as an add-on with additional SAP Notes on installation / configuration for all customers.
Recommendation: SAP Web Application Server 6.10 *
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SAP Workshop TSLM10 for technical installation and features Enabling Service for basic set up of SAP Solution Manager (that is to be ready for service delivery)
To ensure the efficient implementation of SAP Solution Management, SAP has developed a special package: The SAP Solution Manager Starter Pack The software for the SAP Solution Manager is included in standard maintenance The SAP Solution Manager Starter Pack consists of the technical installation of the SAP Solution Manager and on-site training sessions delivered by certified experts (SAP/Partner).
Duration: 3 days Consulting price: 3 x FTE depending on your local SAP Solution Manager
roll out agreement
SAP Solution Manager Starter Pack
http://service.sap.com/servicecatalog
SAP Solution Manager CD
http://service.sap.com/softwarecatalog
SAP Standard Support
http://service.sap.com/maintenance
SAP Support Services
http://service.sap.com/supportservices
Zusammenfassung
SAP Solution Manager fuer den Unternehmenserfolg
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Mehrstufige (Multi Tier) Internet Architektur Sichere, robuste, erprobte Technologie: Offenheit, Unabhängigkeit SAP-Infrastruktur, SAP-Tools und SAP Service & Support
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