1613 it service management in sap solution manager, value beyond it

IT Service Management in SAP Solution

Manager, Value Beyond IT

Nathan Williams

Enowa

LEARNING POINTS

� Learn how SAP Solution Manager provides the

infrastructure to deliver IT Service Management across

the entire organization

� Understand how the new CRM Web UI improves user

acceptance and increases ease of adoption

� Explore 10 best-in-class features shared across all ITSM

scenarios

� Gain insight on critical considerations, best practices,

and lessons learned when implementing (or upgrading

to) SAP IT Service Management

Agenda

� IT Service Management from SAP Solution Manager

� Integration into Application Lifecycle Management

� A Tour of the CRM Web UI

� 10 New and Impressive Cross-ITSM Features

� Best Practices for Configuration

� Upgrade to 7.1: Roadmap and Best Practices

� Wrap-up

Objective: Run IT Like a Business

Traditional IT

• Technology-Driven

• Centralizing Operations In-House

• Reacting to Incidents

• Deploying One-Off Solutions

• Thinking About Your Users

• Introducing Informal Processes

• Focusing on IT Perspectives

• Fighting Fires

• Isolating Support in Silos

• Operational-Specific

IT Service Management

• Process-Driven

• Distributing and Outsourcing Operations

• Proactively Preventing Problems

• Deploying Repeatable Solutions

• Thinking About Your Customers

• Enforcing Best Practices

• Focusing on the Business Perspective

• Preventing Issues

• Integrating Support Enterprise-Wide

• Service Orientation

• Business operations disrupted

• Customers are not supported properly

• Ad hoc support with lots of emergencies

• Efficient support of the business

• Happy customers

• Strategic services deliver reliability

ITSM Scenarios in SAP Solution Manager

Change Request

Management

Knowledge

Management

Normal Changes

Urgent Changes

Defect Corrections

Administration Changes

General Changes

Knowledge Articles

All messages processed via the IT

Service Desk in the SAP Solution

Manager CRM Web UI

Application

Incident

Management

Incidents

Problems

Service Requests

Tasks

ITIL-compliant service and support

processes built into SAP ITSM

ITSM Architecture: Scenario Integration

The Business Case for SAP ITSM

� SAP Solution Manager supports the entire customer

solution, even beyond SAP

� User acceptance and adoption rates trend upwards

� Tools and documentation are available for quick setup

� Standard ITSM scenarios are pre-configured

� ITSM spans across the entire organization, not just IT

� Fully integrated into all phases of the application

lifecycle

� You already own it

Agenda







� Wrap-up

The Single Source of the Truth

� IT services are not only delivered only after go-live

� SAP ITSM integrates into all phases of the application

lifecycle

� Not mandatory, but highly recommended to leverage

ITSM throughout all ALM phases

� Drive towards SAP Solution Manager being the single

source of truth for ALM at every phase

Business Process Hierarchy Integration

� Business Blueprint and Configuration activities may

require the initiation of an Incident or Test Case Error

message

� Transaction SOLAR01 – Business Blueprint

� Transaction SOLAR02 – Configuration

� Integrate ITSM into Design phase activities

� Blueprinting, document management, etc.

� Integrate ITSM into Build phase activities

� Configuration and development management

The Business Process Hierarchy brings a process-oriented method to

managing Design and Build phase activities. Integrating SAP ITSM into these

activities furthers the single source of truth concept.

Build/Design Phase Integration: How it works

1. Create the message

from SOLAR01/02

2. Complete and send the Create

Support Message form3. Receive and process the

message in the CRM Web UI

Test Phase Integration: Test Workbench

� Errors associated with testing

can be created by the tester and

processed in ITSM

� Test Case Errors are new as of

SAP Solution Manager 7.1

� Transaction type SMDT

� Incidents previously created

outside of the Test Workbench

can be assigned to test cases

Pre-requisites

• Project created in SOLAR01

• Test objects and scripts assigned to BPH

• Test plan created based on BPH

• Test packages generated based on test plan scope

• Testers assigned to test packages

Test Phase Integration: How it works

1. Locate test package

and test case in the

Test Management

Work Center

2. Select Run

3. Select Create

4. Complete and

send message

form

5. Receive and process the

message in the CRM Web UI

Test Phase Integration: How it works cont.

Option 1:

• Create Incidents (SMIN)

or Test Case Errors

(SMDT) from the Test

Case

Option 2:

• Tie Case to Incident to

maintain traceability

Option 3:

• Assign previously created

incidents to Test Case

Or

Operation/Optimization Phase Integration

� Incidents are raised based on alerts generated

from SAP Solution Manager monitoring

� Incidents can be created via two methods

� Follow-ups

� Manually from the monitoring Work Center

� Automatically

� Based on organization-defined parameters

Monitoring Scenario Purpose

Technical • To improve the performance and health of SAP systems regardless of

landscape size or complexity

• Provides dashboards to access logs, metrics, graphs associated with analyzing

performance data related to monitoring your entire SAP landscape

Business Process • To proactively monitor core business processes to detect and resolve problems

before the business is impacted

• To ensure that mission-critical business processes operate smoothly

Agenda







� Wrap-up

The 7.1 Challenge: Amplify User Adoption

� Yesterday’s SAP Solution Manager UI resulted in mixed

user acceptance rates

� Using the SAP GUI as an end-user or non-SAP user is

not as intuitive as a Web-based application

� Work Centers provide some relief, but processing still

occurs in the SAP GUI

Transaction CRM_DNO_MONITOR for

7.0 search and reporting

The 7.1 Solution: Web UI Based on CRM 7.0

� A state of the art Service Desk is presented in a simple,

flexible, and easy-to-navigate interface

� Broad personalization capabilities across all ITSM

scenarios

� Overcomes challenges with user acceptance and

training

Work Centers are

no longer

necessary for

Service Desk and

ChaRM functions!

Web Self-Service Platform for the Business

Personalize your UI:

• Set password

• Add contact data

• Change layout/UI theme

• Etc.

Search and report on

your own messages

Create new Incidents

and Service Requests

Access the Knowledge

Management

Database

Access most recent

transactions

Guided Procedures for Message Creation

� End users can quickly create Incidents and Service

Requests using an easy-to-follow procedure

� Only the critical message data is required in order for

the message to be routed to Level 1 support

Assign the Business Role

SOLMANREQU to the end users

to launch guided procedures to

create Incidents and Service

Requests

A Dedicated UI for Level One Support

� Business role SOLMANDSPTCH allows L1 support to communicate back to users, search for solutions, dispatch, and update

A Comprehensive UI for ITSM Professionals

Agenda







� Wrap-up

Multi-Level Categorization

SAP-Related

Non-SAP-Related

� Flexible means to classify SAP and non-SAP messages

� Knowledge articles determined based on values

� Facilitates detailed analytics� Up to 10 levels!

Text Management

� Displays system details

� Rich text formatting

Before

Use text templates

(local or global)

Filter on specific

text types

Adjust amount of

data in the text

area

Large view for text

log history

Time Recording

� Allows support teams to quickly record their processing

time

� Configured based on organizational-specific metrics

� Activity types

� E.g., Analysis, support, consulting

� Time recording reminders

� Initial time unit value

� Easily integrated into existing IT Service Desk solutions

Service Level Management

� Manage and monitor Service-Level Agreements (SLAs)

at the message level

� Alert stakeholders of service and response violations

� Helps to support contractually agreed-upon SLAs

� Available out-of-the box, mostly pre-configured

� Must be aligned to organizational requirements

Service-Level Management helps ensure that the business is receiving

optimal, agreed-upon service delivery from the IT organization

Service Level Management UI Options

1. Details Assignment

Block

2. SLA Assignment

Block

3. Dates Assignment

Block

Knowledge Articles

� Create Knowledge Articles as “follow-ups” to messages

� Provide the reason and/or solution to the message

� Helps to speed the resolution of similar messages

Define Knowledge Article

details

Link to Related

Transactions

Knowledge Articles cont.

� Knowledge articles with the same categorization as a particular message can be proposed when choosing “Find Knowledge Articles”

E2E Traceability Across ITSM Processes

� Related messages are manually and automatically

recorded across ITSM messages

� Relationships and Related Transactions assignment blocks

� The links to related messages are automatically

updated by the system throughout message processing

Document Attachments and URLs

� Attachments and URLs saved to Attachments

assignment block

� Advanced document management functions available

� Folders to organize attachments, check-in/out functionality,

where-used lists, version control

Link to existing documents within

the Knowledge Database content

Upload documents from local

hard disk

CRM Web UI Email Generation

� The email contains description and text data of the

message

� The email is linked to the message in Related

Transactions

� You are still able to use PPF email sending actions

� They must be configured in the 7.1 profiles (i.e., SM*)

Send emails as follow-up

documents from all ITSM

transaction types directly

within the CRM Web UI

Mobile Applications for SAP ITSM

� Approve and reject requests for change

� View assigned requests for change (Change

Manager)

� Display and sort requests by status, priority,

and date

� Display information (e.g., scope, approvers,

text log, and attachments)

SAP IT Change Approval for iPhone

and iPadSAP IT Incident Management for

iPhone and iPad

� Create incidents

� Attach photos to incidents

� View processing status

� Reply to and confirm incidents

100% pre-configured

functionality with standard

applications available with

SP06 (Enterprise Support)

IT Service Management Analytics

Agenda







� Wrap-up

ITSM Configuration Roadmap

� One roadmap for implementing Application Incident

Management and/or Change Request Management

� Use SOLMAN_SETUP as your starting point

� Most configuration activities are also available in the SAP

Solution Manager Reference IMG

Complete

SOLMAN_SETUP

Copy new

Transaction

Types and

Profiles

Adapt Profiles

(Action, Status,

Date, Text, etc.)

Define Copy

Control Rules for

new Transaction

Types

Customize new

Functions

Adapt User

Authorizations

and Roles

Perform Web UI

Configuration

ITSM Available

for Testing

ITSM SOLMAN_SETUP Activities

� Provides wizards, accelerators, and documentation to

quickly enable post-installation and scenario-specific

tasks

� Post-installation activities require strong technical

background

� Many ITSM configurations not required through

SOLMAN_SETUP, but highly recommended

Preserve SAP-Delivered Transaction Types

� To ensure changes will not be overwritten during

maintenance and upgrades

� SAP support typically requires standard transaction

types when troubleshooting customer messages

� Also, copy dependent customization (e.g., partner

determination, text determination, status schema, etc.)

� Copy standard ITSM transaction types into a Z* or Y*

customer namespace

� E.g., SMCR ZMCR

Transaction Copy Tool

� All configurations stored in a transport request

� Available directly within SOLMAN_SETUP IT Service

Management

� Also via AI_CRM_CPY_PROCTYPE

� Only transaction types created with the Transaction

Type Copy tool can be automatically updated

Copy transaction type and

profiles

Update a previously copied

transaction type

Display technical details of

transaction type

Role Concepts: Business & Authorization

� Each ITSM end user will require specific Business Roles

and Authorization Roles

� You must define this concept based on job duties and

responsibilities

Web UI: Personalization & Configuration

� Local to the ITSM end user

� Administered by the end user

� Personalization dialogs, drag and drop,

CRM Web UI theme

� Favorites, saved searches, assignment

block organization

Personalization Configuration

� Globally impacts all ITSM end users

� Adding fields

� Hiding fields

� Changing field properties (i.e.,

making a field mandatory)

Agenda







� Wrap-up

Impacts to CRM 7.0 Configuration

� Transaction types

� All new transaction types are delivered with release 7.1

� User interface

� 7.1 transactions and their related functionality are available

only in the CRM Web UI

� Search and report on 7.0 transaction types in the new UI

� Messaging capabilities

� New ITSM capabilities are offered strictly within the new

infrastructure

� Migration restrictions

� No automatic data or configuration migration strategy

� You must deploy a strategy to effectively transition to 7.1

Four Reasons to Transition Now

� No new innovations deployed on the 7.0 infrastructure

� Recommended to invest in 7.1 ALM or Run SAP Like a Factory

initiatives going forward

� No upgrade prerequisites

� Perform the technical upgrade in one shot with minimal

downtime

� Stability and availability

� Thousands of customers have upgraded and are using ITSM

� Ease of use

� Simple and intuitive navigation promotes greater user

acceptance across the entire IT organization

Upgrade vs. Install: How do I Decide?

� If you have data to protect, it is strongly recommended

you upgrade

� Fresh installations should be considered if SAP Solution

Manager is used for very basic purposes

Upgrade to 7.1 New 7.1 Installation

� If you have existing SAP CRM 5.0-based

documents (or data related to other scenarios)

� If SAP Solution Manager is used for basic

purposes

� “Old” documents still available for processing

(SAP GUI)

� Basic monitoring, generating installation keys,

downloading maintenance, etc.

� Configuration that has been copied into the

customer namespace is preserved

� Also considered for “fresh start” initiatives

� “Old” documents can be searched for and

reported on in the CRM Web UI

� Review hardware requirements

Best Practices for Landscape Design

� Each customer’s SAP Solution Manager strategy will

vary, which determines the landscape strategy and

capacity

� We recommend, at minimum, a 2-tier SAP Solution

Manager landscape to facilitate implementation and

testing activities

Hardware and Sizing Recommendations

� Scenario A: No additional hardware investment needed

� No plans to build upon current architecture

� Configuration of data, scenario deployment/expansion, large volume of

new users

� Adding a small number of additional managed systems and

users

� Scenario B: Hardware review recommended

� Significant scope increase across environment

� Scenarios (Technical Monitoring, SAP ITSM, Documents, etc.)

� Users (e.g., 5,000+ users to support full ITSM rollout)

� Managed systems (e.g., to support monitoring, ITSM, etc.)

Strategically Plan a Transition to 7.1

Transition Phase Strategies: Four Options

Option 1: Parallel Operation of Transaction Types

Before Transition Beginning of Transition End of Transition After Transition

� Create and Process “old”

transaction types

� Remove “create” authority (authorization

object CRM_ORD_PR) for 7.0-based

messages

� Close all old

messages

� Remove old transaction types

from DNO_CUST04 when you

are completely finished

� Allow “create” authority only for 7.1-

based messages

� Remove “change”

authorization for 7.0-

based messages

� 7.0-based transaction types

are no longer processed

� Add new transaction type to

DNO_CUST04

� Use field “PROCESS_TYPE” so it will be

the default for new transactions

� Assign old transaction types to field

“PROCESS_TYPE_ADD”

� Old messages can be

viewed, but no

longer changed


� For organizations who no longer want to support

(process) 7.0 transactions after the 7.1 upgrade

� Beneficial for systems with a minimum number of open

7.0 transaction types

� Technical upgrade must be planned carefully to

minimize ITSM downtime

Option 2: Close Everything 7.0 Related Prior to the Upgrade


� Ideal for customers who want to use the 7.1

functionality, but still require processing effort for “old”

transactions

� Requires manual data entry into 7.1 transactions

� Attachments

� Text types (descriptions)

� General data

� Status value advancement

� Brings value quickly, but can be tedious

Option 3: Manual Data Migration

Option 4: Maintenance Cycle Takeover

Shift Old Maintenance Cycle (SDMN) to the Completed Phase

Create New SMMN Maintenance Cycle

Unfinished and Existing Change Transactions Taken Over

SMMN Now Controls and Processes SD* (ZD*) Transactions

New Change Transactions SM* (ZM*) Created

XX

� Use the Takeover feature with Option 1 for a hybrid

approach!

� 7.0 Maintenance Projects are stored in table

/TMWFLOW/OLDPROJ

� After the upgrade, you have the option to enter new

projects in table /TMWFLOW/SWITCH.

� This will spawn 7.0 transaction types when generating a task

list and cycle transaction.

Agenda







� Wrap-up

RETURN ON INVESTMENT

� You already own it

� SAP Solution Manager is included as part of your

maintenance / license agreement with SAP

� Enterprise Edition provides support beyond SAP

BEST PRACTICES

� Change Control Management in SAP Solution Manager

leverages best practices for transport management

� Transport of Copies

� Enhanced CTS (CTS+)

� Retrofit

� Cross System Object Lock (CSOL)

� Downgrade Protection

� Reporting

KEY LEARNINGS

� IT Service Management in SAP increases the quality of IT services delivered to the business

� IT Service Management supports the entire customer solution

� Web-based user interface improves end-user satisfaction

� New transaction types must be adopted in order to leverage the benefits of 7.1

� You need a solid strategy if you plan to upgrade from 7.0 to 7.1 with ChaRM already deployed

� Now is the time to establish a 2-tier (at minimum) Solution Manager landscape

� It is now much more difficult to make a business case for third-party IT Service Management tools

Available Now from SAP-PRESS.COM

� Up to date (SP07)

� Get step-by-step configuration

instructions for ChaRM and

Application Incident

Management (the new Service

Desk)

� Explore the features and

components of ChaRM and

AIM that set them apart

� Benefit from practical advice

and best-practice tips and

tricks

How to contact me:

[email protected]

Twitter: @SolManhattan

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SESSION CODE: 1613

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