RKT Live Expert Session
Application Incident Management
David Birkenbach – ALM Solution Management August 2011
How the New SAP Solution Manager Supports Business & IT
SAP Solution Manager 7.1 provides:
Better coverage of the complete customer solution, leveraging your investment in SAP Enterprise Support Deeper integration with SAP partners, thus protecting your existing investments in other tools Enhanced usability, thus driving acceptance in your IT organization
ITSM on SAP Solution Manager 7.1 provides:
Incident , Problem & Change Management for your complete IT landscape based on SAP CRM 7.01 Deep integration into ALM capabilities of SAP Solution Manager Integrated Configuration Management capabilities for business processes, applications & infrastructure Unique Impact analysis with deep application modeling
© 2011 SAP AG. All rights reserved.
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SAP IT Service Management
ITIL®-compliant IT service and support processes
Incident & Service Request Management Service Level Management Problem Management
Externally verified IT service and support processes
Incident Management Service Request Management Problem Management
Change Management
Customer
Installed-Base & Object Management
Change Management
Knowledge Management Installed-Based & Object Management (for Configuration Management)
Knowledge Management
Service Level Management
* pricelist component © 2011 SAP AG. All rights reserved.
Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm
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SAP IT Service Management
ITIL®-aligned IT service and support processes with SAP Solution Manager
Service Strategy
Strategy Generation
Financial Management Service Portfolio Management Demand Management
Service Design
Service Catalog Mgmt. Service Level Mgmt. Capacity Management Availability Management IT Service Continuity Mgmt. Information Security Mgmt. Supplier Management
Service Transition
Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management
Service Operation
Event Management Incident Management Request Fulfillment Problem Management Access Management Operation Activities Service Desk (Function)
Continual Service Improvement
7-Step Improvement Process Service Measurement Service Reporting
© 2011 SAP AG. All rights reserved. 5
Integrated IT Service Management and Application Lifecycle Management
SAP Solution Manager integrates Application Lifecycle Management and IT Service Management processes on a single platform.
CRM 7.01
SAP Solution Manager 7.1
ITSM
SAP Solution Manager 7.0
ALM
© 2011 SAP AG. All rights reserved.
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Integrated IT Service Management and Application Lifecycle Management processes with SAP Solution Manager 7.1
IT Service Management
Incident Management Problem Management Change Management Knowledge Management
Event Management (Alerts)
Impact & Root Cause Analysis
Maintenance Management
Test Management
Deployment Management
Application Lifecycle Management
© 2011 SAP AG. All rights reserved.
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IT Service Management on SAP Solution Manager
Incident , Problem & Change Management for entire customer IT solution
Enterprise Support
SAP Solution Manager Solution Documentation
(Business Process Descriptions) New sales opportunity received via mobile device Entered in SAP ERP / CRM System Saved in 3rd party database Printing of Invoice
SAP Cmp.
Mobile
SAP Components
Database
Printer
„Need Firmware update“
„Low performance in PO1“
„Can´t save my data“
„Printer is out of paper“
Incident Management
Repair
Problem Management
Research
Change Management
Resolve
© 2011 SAP AG. All rights reserved.
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SAP IT Service Management on SAP Solution Manager
Document Flow
Requirement / Projects
End User Self Service Portal E-Mail / Phone
Operations
Mobile App / 3rd party Help Desk ALM Process Integration SAP Frontend Integration
Requirement
Portfolio
Service Request
Incident
SAP Support message
Problem QGM Project SolMan Project Request for Change Tasks Knowledge Articles
Change Normal, Urgent, General
Software Infrastructure
Execution (ALM) CTS+, RCA
© 2011 SAP AG. All rights reserved.
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Incident & Service Request Management
Increase efficiency of responding to user requests
Incident & Service Request Management
Incident & Service Request Management Capture, document, and track all user requests from creation to resolution
Problem Management
Service Level Management
Customer
InstalledBase & Object Management Knowledge Management Change Management
Highlights
Related searches based on Categorization Multiple inbound channels through ALM integration
Flexible UI enhancements
(Auto) Dispatch to Teams based on end user -, system data or categorization
© 2011 SAP AG. All rights reserved. 10
Problem Management
Investigate and resolve issues in the IT infrastructure
Incident & Service Request Management Service Level Management
Problem Management
Problem Management Investigate, resolve, and document issues in the IT as well as workarounds or solutions to them.
Customer
Installed-Base & Object Management Knowledge Management Change Management
Highlights
Combine multiple incidents with same cause & lock related incidents Deep investigation of issues with Impact & Root Cause Analysis Forward problem messages to SAP Create Tasks, Knowledge Articles or Request for change as follow-up.
© 2011 SAP AG. All rights reserved. 11
Knowledge Management
Leverage organizational knowledge to meet user‟s needs
Incident & Service Request Management Service Level Management Problem Management
Knowledge Management
Customer
InstalledBase & Object Management Change Management
Document solutions and share information, documents and FAQs within your company.
Knowledge Management
Highlights
Multi -language, Approval concept Publish knowledge to 1st Level support & end users Use integration in Service Desk, incidents and problems
© 2011 SAP AG. All rights reserved.
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Installed-Base & Object Management
Gain complete visibility of your configuration items
Installed-Base & Object Management
Incident & Service Request Management Service Level Management Problem Management
Customer
InstalledBase & Object Management
Knowledge Management Change Management
Track and manage configuration IT items which are referenced in service processes
Highlights
Download IT assets from SAP ERP Show object relationships and related service transactions
Integrated via Communication layer with SAP infrastructure
© 2011 SAP AG. All rights reserved.
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Service Level Management
Optimize service delivery and provide transparency
Service Level Management
Incident & Service Request Management Problem Management
Service Level Management
Define and manage all IT services and their related service level agreements
Change Management
Customer
InstalledBase & Object Management Knowledge Management
Highlights
Escalation procedure based on IRT & MPT Define SLAs on object, Business Partner or contract level SLA determination on priority and service times Ignore SLA irrelevant status for duration calculations
© 2011 SAP AG. All rights reserved.
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Application Incident Management
SAP Solution Manager specific ALM integration
ITSM on SAP CRM
Incident Management
ITSM on SAP Solution Manager 7.1
Incident Management
System context Create incident
ALM
Auto–Incident (Alerts, BpMon)
Create incident Search for solutions Search for solutions Analysis Root Cause Analysis Assign /Create Problem ticket Assign /Create Problem ticket Forward to SAP Support Provide solution Test defects
Business Process issues
Search SAP Notes
Forward 3rd party
Provide solution
Update documentation Close incident
Close incident
Monitor change execution
© 2011 SAP AG. All rights reserved.
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Application Incident Management
Infrastructure
Connectivity to SAP managed system Frontends
SAP Gui SAP CRM WebClient SAP NW Business Client SAP Portal
Service Desk Interface
SAP Collaboration
3rd party Help Desk
1:n SAP Solution Manager Service Desk SAP CRM 7.0 IT Service Mgmt
Application Incident Management
SAP Global Support Backbone & Partner Ecosystem
Interoperability with ALM processes
Projects
Root Cause Analysis Change Control Management
Montoring & Alerting
Test Management
© 2011 SAP AG. All rights reserved.
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New ITIL compliant Incident & Problem Management process
Incident Management
Business User IT Support 1st Level IT Support 2nd Level IT Experts
Problem Management
Create Incident message
Search solutions & Dispatch
Analysis
Handover to Problem Management
Create Problem message
Lock related incidents
Deep issue investigation
Provide solution & Update Incident(s)
Handover to Change Mngmt.
Create Request for Change
Multiple inbound channels
Create notifications Create tasks
Create Knowledge Article
© 2011 SAP AG. All rights reserved.
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New Features in Application Incident Management
SAP Solution Manager Release 7.1
New web user interface and improved usability Introduction of problem management to setup an ITIL-verified process
Extensibility with SAP CRM 7.0 Service or SAP ERP functions
Enhanced search capabilities (incl. full text search) and improved knowledge management Template Support Improved SLA functionalities (e.g. escalation functionalities) Additional inbound channels (interaction center, e-mail) New reporting capabilities (interactive reports, ITSM predefined BW templates, ITSM dashboard) SAP collaboration support – guided procedure / wizard
Additional ALM integration to Test management, Business processes of projects or solutions
WebServices for 3rd party integration (Mobil)
© 2011 SAP AG. All rights reserved.
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Predefined Business Roles Highly configurable web-client user interface
Architected for different user types to define the layout Easy consumption through predefined business user roles for IT Service Management
IT Service Desk* SAP Solution Manager Professional IT Service Requestor
Central interface to assist end-users in Call Center
Processing incidents/ problems /changes
Entering and tracking of incidents
* SAP CRM ITSM pricelist product
© 2011 SAP AG. All rights reserved. 19
Highly configurable web-client user interface
Personalizing the User Interface
General Settings
Date and time format Enabling the UI Configuration Enable Favorites Dropdown Listbox settings
Personalize Layout
Navigation Bar (Direct Link Groups) Layout (Skin, Text Size)
Home Page Set-up
Application Links Widgets Web Links
Personalize User Data
Password settings User Information
© 2011 SAP AG. All rights reserved.
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Application Incident Management
New Features in the processor UI
In the Incident (Service Request) Details you can document
who has reported the issue and
In the incident you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send E-Mail Print / Print Preview
You can create an incident ‚from scratch„ or from a
template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a change request
who is responsible for it the processing status SLA dates the impact, urgency, priority and multiple categories textual descriptions of diverse text types which objects are affected whether the incident is assigned to a problem, request for change, or knowledge article
© 2011 SAP AG. All rights reserved.
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Application Incident Management
New Features in the processor UI (2)
In the incident document, you have access to detailed information such as
SAP Attributes and Collaboration activities Related knowledge articles and further related transactions Attachments and notes (correspondence, SAP Notes)
ALM process integration (Testcase defects, Alerts,)
Information about related Business processes Date and duration information Time recording Organizational data and parties involved Change history and processing log 3rd party Help Desk interfaces etc…
© 2011 SAP AG. All rights reserved. 22
Application Incident Management
Problem Overview
A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually.
Nearly all functions as described for the Incident also apply to the problem. Not included in the problem are: • Unlock • Find Related Problem • Process Flow of Service Request In addition to incident functions, the problem offers: • Related Incidents assignment block to bundle incidents • Pricing, shipping and billing assignment blocks
© 2011 SAP AG. All rights reserved.
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Application Incident Management
Knowledge Article Integration
To help process the Incident, the processor can search for knowledge articles in the Incident:
Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help Find knowledge articles (from the “More“ button on header level): Proposes knowledge articles which have the same categorization as the Incident Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema
© 2011 SAP AG. All rights reserved.
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Application Incident Management
Time Recording
Time Recording enables fast and easy entry of time spent working on a incident or problem:
Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc. Typically the user only needs to enter the actual duration and start time If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmation item per entered time record
© 2011 SAP AG. All rights reserved.
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Application Incident Management
SAP Collaboration
The Assignment Block „SAP Collaboration“ is used to create SAP support messages. It guides the user through several steps where at the end the incident / problem will create a corresponding message in SAP Support Backbone. All the further communication with SAP can be done here Before sending a message to SAP we recommend to search in the SAP xSearch, which is search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc.
© 2011 SAP AG. All rights reserved. 26
Application Incident Management
Functions Based on Multilevel Categorization
The incident / problem can be categorized on multiple levels with several categorization blocks.
To “auto complete“ a Incident, the processor needs to select a categorization and the system can then find and copy a template which was assigned to this categorization Problems with the same categorization as entered in the Incident can be proposed by the system when choosing “Find Related Problems“ Knowledge articles with the same categorization as entered in the Incident can be proposed by the system when choosing “Find Knowledge Articles“
© 2011 SAP AG. All rights reserved.
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Application Incident Management
integrated with Solution Documentation
In the Assignment Block „Projects“ it is possible to assign any process / process step based on the Solution documentation (in transaction solar01). Multiple assignments are possible. If an incident was reported out of the Business Blueprint, the process assignment is automatically done. You can e.g. display all incidents based on Business process search
© 2011 SAP AG. All rights reserved.
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Application Incident Management
Interaction Center for IT Service Desk Agents *
SAP CRM Interaction Center provides IT service desk agents with a multifunctional framework including all of the tools they need for their jobs:
Role-based access Account identification with object and installation identification Interaction History Incident, Problem, Request for Change Management Agent Inbox Knowledge Article Search E-Mail Response Management System Scripting, Alerts and Messages Transaction Launcher Optional integration with SAP Business Communication Management or 3rd party telephony system
*Pricelist component
© 2011 SAP AG. All rights reserved. 29
Application Incident Management
E-Mail inbound in Interaction Center*
Incidents and problems are now enabled for E-Mail Response Management System in Interaction Center environments, allowing: Automatic creation of Incidents and problems based on ERMS processed inbound e-mails Automatic linking of reply e-mails to the original Incident / problem Routing of a generated service request / problem to a specific service team or employee responsible
Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith
*Pricelist component
© 2011 SAP AG. All rights reserved. 30
Roles in ITSM Analytics
IT Manager (CIO)
“Are there any major issues in the IT department?”
Service Manager
“How efficient are my IT Services and how can I improve them?”
Team Manager
“How does my service team perform?”
ITSM Processor
“Where should I start to work next?”
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© 2011 SAP AG. All rights reserved.
Analytics in SAP Solution Manager
Online Monitoring
ITSM on SAP Solution Manager OLTP* Reporting
Based on Search functionalities Easy access via „Saved searches“ Graphical display Post-processing via spreadsheet export
Predefined ITSM KPIs Operational reports Individual creation of reports via wizard Sharing of reports
Business Warehouse Reporting + SAP Solution Manager BW Dashboard Reporting
ITSM & Cross ALM KPIs Based on historical data (OLAP) Predefined Web Templates Easily extensible by customer
Based on SAP BusinessObjects Dashboards technology Predefined Dashboard Apps Easy compilation of own dashboards, based on dashboard apps
* Online transaction processing © 2011 SAP AG. All rights reserved. 32
Incident, Problem & Request Management
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
PLANNED INNOVATION
© 2011 SAP AG. All rights reserved. 33
Expanding the Value of SAP Enterprise Support
With SAP Infrastructure Management
SAP Solution Manager 7.1 + SAP Infrastructure Management
Application Lifecycle Management
IT Infrastructure Management
Business Process &
Application Management
SAP Solution Manager 7.1 SAP Solution Manager 7.0
SAP
non SAP
SAP Enterprise Support customers can extend Application Lifecycle Management seamlessly with IT infrastructure management.
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
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IT Service Management on SAP Solution Manager ITSM Roles and predefined UIs
Pricelist component
1st Level Support
CTI / ERMS
Shared Service Center – Interaction Center
Phone Call
ITSM 1st Level Support
Incident Pre-Clarification, Search, Dispatching
Enterprise Support
E-Mail
ITSM Professional
Incidents
Self Service Portal
End User Self Services
Service Requests
Root Cause Analysis, Problem Management, Change Management
ITSM Manager
Administration, Analytics, Master Data
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
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ITSM implementation procedure
© 2011 SAP AG. All rights reserved.
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ITSM implementation guided by “SAP Solution Manager Configuration”
SAP Solution Manager Basic Configuration ITSM Basic customizing (Piece list) Managed system connection Copy ITSM transaction
types & profiles & dependencies
Setup T-Rex server
Configure interactive reporting
Administrate teams, users, Setup Notifications
UI personalization &
configuration Business Role and Navigation Bar customizing Design Layer customizing Detailed customizing with Application Enhancement Tool (AET) & Easy Enhancement Workbench (EEWB)
organizational modell & S- (Mail, Workflow, RSS) Users Define Dispatching rules Activate Project for ChaRM Setup Transport SLA enablement Adjust categorization Management system Individual actions & schemes Deploy ST/PI Packages for process configuration remote system connectivity Define Change approval Configure E-Mail inbound procedure in ChaRM
Adjust status-, text- or date Administrate UI Layout Set up BW client in SAP profile Define roles and
Solution Manager . authorization concept
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
© 2011 SAP AG. All rights reserved.
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Usage rights of SAP Solution Manager in light of IT Service Management
SAP IT Extensions
Interaction Center (IT Service Desk ) CRM Service
SAP IT Service Desk Operation (license package) for ITSM usage beyond customer solution or on SAP CRM 7.0
Contract Management Service Order & Confirmation Management Service Plans Complaint Management Warranty Management
Customer solution wide IT Service Management with SAP Solution Manager within SAP Enterprise Support
Business Communication Management (BCM) SAP Solution Manager extensions
Incident Management in SAP Solution Manager with SAP Standard Support for SAP components
SAP Extended Diagnostics by CA Wily SAP Test Acceleration and Optimization, etc.
© 2011 SAP AG. All rights reserved.
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ITSM usage rights on SAP Solution Manager 7.1
Scope SAP Solution Manager is part of the support contract. The scope of the usage rights depends on the maintenance agreement. The usage rights are releaseindependent. SAP Standard Support covers Incident & Change Management processes for SAP components only. SAP Enterprise Support covers IT Service Management processes for all IT related assets, applications and infrastructure which customers use in conjunction with any SAP Enterprise Support solution (=“customer solution” Details see SAP ES agreement). – If one IT asset type (e.g. printer) is part of customers solution, then all IT assets from this type are included.
Usage beyond this scope in SAP Solution Manager might need additional SAP CRM licenses. for Details contact your Account Executive
Functionality The SAP ITSM functionalities which can be used from SAP Enterprise Support customers are synonymous with the SAP CRM license package „IT Service Desk Operations“ – “IT Service Desk Operations” covers typical IT Service Management processes, e.g. Incident-; Problem-; Change- Management; Knowledge Management, SLA Management; etc. – Usage of ITSM CRM WebClient Business Roles is included in SAP ES, but not IC WebClient Business Roles (e.g. Call Center) – Any CRM Master data (BP, Org. data, ibase objects, products, etc.) and its synchronization with CRM middleware is included
Named user licenses for ITSM processing must be at minimum “Limited professional application user”. All Web Self Service users would not need an additional SAP user license.
Any CRM functionality beyond IT Service Desk Operations scope can be configured on SAP Solution Manager, but might need additional CRM licenses. for Details contact your Account Executive
© 2011 SAP AG. All rights reserved.
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ITSM on SAP Solution Manager
More values for SAP Enterprise Support
Integration with IT Service Management Processes Follow the ITIL Best practices with SAP Solution Manager The SAP ITSM processes for the comprehensive IT (not only for SAP related services) Extensibility (Financial Mgmt., Requirements Mgmt., Configuration Management, etc.) Highly configurable web-client user interface Easy to adjust and to enhance to custom IT SM processes Design user specific roles and layouts Additional service document functions New search functionalities improve the speed of resolution to reduce downtimes Higher user acceptance through guided procedures Usage of templates makes the processors more effective Controlling of exceptions and the possibilities to analyze IT Service processes with ITSM analytics Others ITSM in conjunction with ALM processes complements the IT processes Multiple channels to report incidents (Self Service, SAP application, Call Center, Testing, Projects, Monitoring & Alerting, etc.)
© 2011 SAP AG. All rights reserved.
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Upgrading to new IT Service Management
What to take into consideration…
All tickets based on old transaction types are closed
New Transaction Type
Old Old Transaction Transaction Types Type
…process old tickets until they are closed…
New Transaction Type
Old Transaction Type
<< create >>
…ticket processing…
<< create >>
transition phase
After upgrade to SAP Solution Manager 7.1
Impact on incident and change request management in SAP Solution Manager 7.1 UIs are upgraded from SAP GUI to SAP CRM Web UI New transaction types in 7.1 replace the 7.0 transaction types New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types There is no automatic migration from 7.0 transaction types, but large parts of 7.0 customizing can be reused To minimize the impact of these changes for customer projects, SAP offers a transition phase You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until they are closed You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI The SAP Solution Manager Work Centers are still available for all other ALM processes.
© 2011 SAP AG. All rights reserved.
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IT Service Management on SAP Solution Manager
10 steps to make yourself an expert
ALM overview http://service.sap.com/ALM 1 SAP Solution Manager Book (release in Q4/2011) 2 3 SAP Whitepapers Overview, Demos & Guides http://service.sap.com/ALM-Processes 4
SAP Training “SM 200” 8
Expert Guided Implementation Service
Self Learning Maps http://service.sap.com/RKT-SOLMAN 6 7
SAP Help Portal – http://help.sap.com 5
Best Practices Configuration Business Process Repository 9 10
Developer Network Forum - Wiki, Forum& Blogs-
© 2011 SAP AG. All rights reserved.
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Expert Guided Implementation
Training, Practical Experience, Expert On Demand
Day 1 Day 2 Day 3 Day 4 Day 5 ITSM EGIs*
Setup Change Request Management
Empowering,
Web session, 1-2 hours each morning
Setup of Application Incident Management Technical Upgrade SAP Solution Manager 7.1 Upgrade of Change Request Management from 7.0 to 7.1
SAP expert explains step-by-step configuration using training materials
Execution, 2-3 hours on the same day Expertise on demand
Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution
*Planned for Q4/2011
© 2011 SAP AG. All rights reserved. 43
Implementation Services
for SAP Standard, SAP Enterprise Support and SAP Max Attention customers
1 Project Discovery 2 Project Preparation 3 Project Realization 4 Go-Live & Closing
Expectations
Scope definition Share marketing processes and best practices Prerequisites check
Project management Kick-off workshop participation Preparing technical infrastructure
Implementation Testing Key user training
User acceptance testing End-user training Onsite and remote support
Results
Project plan for the SAP IT SM on SAP Solution Manager solution
Mutually-approved scope document Working SAP ITSM SAP Solution Manager
Successful rollout and adoption Configuration documentation
Superior support to ensure smooth functioning
© 2011 SAP AG. All rights reserved.
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Summary
Key Take-Aways of SAP IT Service Management on SAP Solution Manager
Highlights
ITIL compliant & certified IT Service Management tool Web-based user interface which is highly flexible and easy to extend End-to-End process integration into Application Lifecycle Management One solution to manage both SAP and nonSAP components Highly preconfigured – “ready to use out-ofthe-box”
© 2011 SAP AG. All rights reserved.
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Thank You!
David Birkenbach
ALM Solution Management ITSM, Incident & Problem Management
SAP AG Dietmar-Hopp-Allee 16 D-69190 Walldorf
[email protected]