it service management by sap africa (itsm) - · pdf fileit service management by sap africa...

IT Service Management by SAP Africa (ITSM)

Dirk Smit

ALM Engagement Manager

Reliable Business Support

Changes to improve IT services are well planned

and cause minimum disruption

IT becomes a strategic partner helping to achieve

business goals

Satisfied Users

Users are satisfied with swift problem

resolution and competent support

Incidents occur less frequently as root

causes are being address proactively

KPIs are monitored and used for

continuous improvement

Managed Configuration

and Knowledge Configuration is managed and easily

accessible to support staff

Structured knowledge helps to resolve

problems efficiently

CEO/CFO

CIO

Strategic IT Services

IT services are developed

based on business strategy

IT service catalog available to

users

Service Level Agreements are

monitored

Optimize IT Operations Process Support Business Goals

SAP IT Service Management Build on Industry Best Practices

Customer

Incident &

Service

Request

Management

Service Level

Management

Installed-Base

& Object

Management

Knowledge

Management

Change

Management

Problem

Management

ITIL®-compliant and

externally verified IT service

and support processes

Incident & Service Request

Management

Problem Management

Change Management

Knowledge Management

Installed-Based & Object

Management (for Configuration

Management)

Service Level Management

http://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm

4

SAP IT Service management (ITSM) Ease of use

Highly configurable web based UI

Architected for different user types from the ground up

IT Professional Provisioning of expert

knowledge

IT End-User Entering and tracking of

incidents

IT Service Desk

Central interface to

assist end-users

5

Incident & Service Request Management Increasing Efficiency of Responding to User Requests

Incident & service request creation captures all relevant

information including references to configuration items and

enables rule-based dispatching as well as escalation

management

Incident & service request classification categorizes user

requests based on multi-level categorization and enables

solution suggestions as well as auto completion

Solution provisioning helps the support staff to search for

relevant knowledge articles in the knowledge repository and

to deliver the best solution to the end user

Incident & service request completion closes user requests

and notifies users; optionally it can trigger follow-up

processes such as recording of working time, billing, etc.

Benefits

Increase IT support

productivity

Deliver the best solution in a

timely manner

Enhance customer satisfaction

6

Problem Management Investigate and Resolve Issues in the IT Infrastructure

Problem creation captures all relevant information with

regards to the issue, including the links to all related

incidents

Problem classification categorizes problems based on multi-

level categorization and problem class, e.g. known error

Incident references establishes relationships, optionally

based on system proposals, to all incidents with the same

root cause and facilitates automatic incident completion

once the problem is solved

Problem closure documents the outcome of the

investigation and triggers follow-up activities such as

creation of knowledge articles for the solution repository;

optionally it can trigger follow-up processes such as

recording of working time, billing, etc.

Benefits

Document problem

investigation in detail

Speed up incident resolution

Make investigation results

available to all relevant parties

Provide detailed information to

change management

7

Change Management Ensure that authorized changes are implemented

Request for change creation captures all relevant

information for the requested change such as who is

requesting it, which configuration items are affected, and

which services need to be provided

Approval management defines who needs to approve the

request for change and informs the relevant parties via

workflow

Resource planning makes sure that the requested work

gets carried out by qualified resources and that the required

service parts are available in time

Change completion documents the time spent and

components used for the change implementation, and

triggers the update of the configuration item documentation

Benefits

Minimize possible negative

impact of changes by

implementing only authorized

changes

Enhance visibility of

responsibilities per change

phase

Bill and charge-back based on

actual effort

8

Knowledge Management Leverage Organizational Knowledge to Meet User‟s Needs

Knowledge article creation documents solutions to issues in

the IT infrastructure with relevant linkage to incidents,

configuration items, and other knowledge articles

Knowledge article classification categorizes and tags

knowledge articles for easy access and auto suggest

functions

Knowledge article provision publishes knowledge articles to

relevant publishing groups, enables auto suggest and

manual search, and delivery of the solution via e-mail

Benefits

Decrease time to resolution for

known issues

Leverage and publish

organizational knowledge

Minimize training time for new

support employees

9

Installed-Based & Object Management Gain Complete Visibility of Configuration Items

Installed-base management tracks hierarchical and

structured information of the IT infrastructure, allows the

installation of individual objects, and the download of

functional locations from SAP ERP

Object management documents the details of the individual

objects of the IT infrastructure, optionally by downloading

equipment information from SAP ERP, as well as the

relationships between these objects

Object references in service transactions establishes links

to all affected IT objects during incident, problem, and

change processing, to complete the requests efficiently

Integration to change management automatically updates

status information of IT objects assigned as references to

requests for change

Benefits

Make IT infrastructure

information transparent

Analyze potential impact of

any infrastructural changes

Leverage SAP ERP

information for IT service

processes

10

Service Level Management Optimize Service Delivery and Provide Transparency

Service & product definition defines service products which

are offered in a service catalog

Contract management defines contracts with customers to

specify the agreed-upon conditions for the selected services

Service & contract determination automatically determines

the available services and contracts during incident,

problem, and change management

Service level determination automatically identifies service

level agreements from contracts, customers, or other

objects, and sets service process dates and thresholds

accordingly

Service billing and cost allocation makes sure that the

delivered IT services are correctly billed and costs allocated

correctly

Benefits

Optimize service delivery

Monitor service level

compliance

Provide transparency between

IT and business

Increase transparency of

revenue and costs

11

SAP IT Infrastructure Management Expanding Solman and ITSM

• Smooth integration of infrastructure management into Application Lifecycle Management

• Scalable extension for SAP Enterprise Support customers • Expand SAP Solution Manager usage to proactive infrastructure monitoring and

alerting • One common platform to discover and manage heterogeneous technical

infrastructures • Foundation for running IT like a business - Enable the full asset lifecycle from order to phase out - Use ITIL-compliant SAP Solution Manager processes with full access to CMDB - Optimize the usage of IT resources with optional integration into project and portfolio management

12

ITSM Demonstration

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13

Why SAP ITSM

– Complete, consistent IT service operations across all contact channels – interaction center, e-mail, Web

– Pre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution

– Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources

– Scalable solution supports internal IT organizations to very large IT service providers

– Easy adaptation to evolving business environment

14

Comparison

15

SAP IT Service Management Pricing Components

SAP Application Limited Professional User

Has to be licensed for all IC Agents and Back-Office users

User is only entitled to use IT Service Management as

defined in the price list item

Web Self Service User

No additional User license necessary. Will be covered with

the price item “SAP IT Service Desk Operation”

SAP IT Service Desk Operation Scenario

Includes 25.000 IT SM Transactions (Service incidents,

Service requests, Request for changes, Problems,

Knowledge Article) .

SAP Interaction Center Management Scenario

Includes 100.000 Interaction Center records .


€ 1.300 per User

SAP IT Service Desk Operation

€ 3.500 per 25.000 Tickets

SAP Interaction Center

Management

€ 5.000 per 100.000 IC Records

Web Self Service

Included in SAP IT Service Desk Operation

Material Price List Item In blocks of Metric Price/Sales

Unit Min.

Blocks Objects Included

7003014 SAP Application Limited

Professional User 1


1.300 EUR 1

7009540 SAP Interaction Center

Management 1.000

Interaction Records

50 EUR 100 interaction records created per year

16

SAP IT Service Management Pricing Example

Example:

Price per Price List Item

15 Limited User €1300 per User €19.500

25.000 IT SM Transactions €3.500 per 25.000 Tickest €3.500

100.000 IC Records €5.000 per 100.000 Tickets €5.000

Final Amount License €28.000

•15 Users are working in the IT department

•1000 Employees should be enabled in order to create IT tickets in a self

service scenario

•15.ooo Tickets were created per year

•Call Center is used in order to create 80% of the tickets

17

Deployment Options for ITSM

CRM 7.0

ITSM

SAP

Solution

Manager 7.1

ITSM on CRM 7.0 provides:

A customer focused IT Service Management solution

Incident , Problem & Change Management for your complete IT landscape based on SAP CRM 7.0

Baseline for a Shared Service Center approach

Full capabilities of CRM Sales, Service and Marketing and future innovations within CRM

ITSM on SAP Solution Manager 7.1 provides:

Incident , Problem & Change Management for your complete IT landscape based on SAP CRM 7.0

Deep integration into ALM capabilities of SAP Solution Manager

Integrated Configuration Management capabilities for business processes, applications & infrastructure

18

SAP IT Service Desk Operation RDS Rapid-Deployment Solution

Pre-configured functionality, out-of-the-box

IT Service Desk

Incident- & Problem Management

Knowledge database with knowledge article

Ready for Computer Telephony Integration (CTI) with

SAP CRM*

Online Monitoring & Reporting

Ready for advanced KPI (Key Performance Indicator)

Reporting*

19

Successfully Deploy in 6 to 8 Weeks

User-acceptance testing

Onsite and remote support

Deploy

Successful rollout and adoption

Configuration documentation

Start

Mutually-approved scope document

Working SAP IT Service Desk Operation system

Project management

Kick-off workshop participation

Preparing technical infrastructure

Implementation

Testing

Key User Training

Run

Superior support to ensure smooth functioning

1 2 3

Expectations

Results

20

Immediate Value from Pre-Configure Content You get what you need to run your business „Out-of-the-Box‟

Clearly defined scope

Includes pre-configuration content and knowledge transfer to key users

Fast-track implementation methodology

Enables you to go live in six to eight weeks

Powerful solution for incident, problem, and knowledge management delivered „out of the box‟ based on SAP IT Service Management

Start fast with what‟s most important and expand later

Value Adding Quick and Lean

Flexible pricing – „only pay for what you need‟

Attractive fixed-price services

Reduced resource requirement from Business and IT

Cost-effective

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 on

Solution manager 7.1

One solution to manage both SAP and

non-SAP components

CRM RDS available – Solution

Manager RDS will follow

Summary Key Take-Aways of SAP IT Service Management

Solution Manager and Enterprise

Support Services Dirk Smit

ALM Engagement Manager Stephane Colas SAP Maintenance Sales Manager,

Africa

© 2011 SAP AG. All rights reserved. 23

Agenda

Introduction

1. Solution Manager Overview

2. Enterprise Support Services

Enterprise Support Academy

Continuous Quality Check & Improvement Services

© 2011 SAP AG. All rights reserved. /

THE BEST SUPPORT ON THIS PLANET Begins with the Best Delivery Organization

GLOBAL ORGANIZATION

LOCAL ORGANIZATION (54 COUNTRIES)

6,000+ SUPPORT ENGINEERS

15,000+ DEVELOPERS (AS BACKUP)

40 YEARS OF EXPERTISE FOCUSED ON:

Ensuring Business Continuity

Driving Business Process Improvement

Reducing Total Cost of Operations and Innovation

Accelerating Innovation

STRENGTH

AVAILABILITY

EXPERIENCE

7x24 FOR OUR CUSTOMERS

ISO: 9000-2001: certified annually for

more than 35 countries

Designed by Oliver Huschke

© 2011 SAP AG. All rights reserved. /

4,637 Customer Quotes

103 Reference Customers

125 Reference

Assets

43 TCO Cases

26 Benefit Cases

16 Value Cases

6 Customer Video

Testimonials

SAP ENTERPRISE SUPPORT

IS THE RIGHT CHOICE

MORE INFORMATION...

CORPORATE PORTAL QUICKLINK:

SUPPORT4SALES


SAP supports best practices in 11 core Application Lifecycle Management process

areas, providing guidance on how to manage SAP and non-SAP applications in the

most efficient and structured way

Application Lifecycle Management Processes An Approach in Six Phases of ITIL Application Management

Solution

Documentation

Template

Management

Solution

Implementation

Test

Management Technical

Operations Change Control

Management

Maintenance

Management

Business Process

Operations

Application Incident

Management

Upgrade

Management

Landscape

Transformation Require- ments

Design

Deploy

Operate

Optimize

Build and Test


Require- ments

Design

Deploy

Operate

Optimize

Build and Test

Following SAP’s ALM Approach you will have

a “Single Source of Truth” Established

All business

processes

All test

information

The entire

documentation

All customer

developments

and functional

enhancements

All service planning,

deliver and follow-up

information

All incident and

problem information

All maintenance

activities

Business Process

Operations

All change

information

All training

information

All monitoring data All service level information

All systems


Key Benefits SAP Solution Manager helps you take swift actions throughout the lifecycle

Decreases complexity and streamlines internal

processes

Minimizes manual effort

Reduces operational costs

Eases introduction of business innovation

Ensures system stability

Included with SAP Enterprise Support

Unlock Solution Manager functionalities with

Enterprise Support


SAP Enterprise Support The Industry-Leading Support Offering

Protect your business

and achieve operational

excellence

Drive efficient

implementations that

meet your business

needs

Foster your company‟s

growth by continuously

evolving your business

and IT processes


The SAP Enterprise Support Academy Experience 2012

Your one-stop shop for SAP Enterprise Support services

Best

Practices

library full of

product-,

database- and

operating

system-specific

how-to guides

for your

everyday

business

Meet the

Expert

Sessions

live webinars

conducted by

SAP experts

on SAP

Enterprise

Support

services and

SAP Solution

Manager

Accelerated

Innovation

Enablement

live expert

sessions to

evaluate the

innovation

capabilities of

enhancement

packages for

SAP Business

Suite

Expert-

Guided Implementations

remote

sessions by

experienced

SAP service

experts

providing

workshop style

interaction

Guided

Self-

Services

which you can

run any time

and at your

own pace in

your own

system

landscape

Solution Lifecycle

Methods & Tools

Quick-IQs,

etc...

Tutorial on

how to make or

change system

settings by

providing the

related system

recording

Access role-based content in the format that suits you best


The meet the expert series of the SAP Enterprise Support Academy brings

SAP's engineering competence right to your desk, irrespective of your location.

SAP Enterprise Support Academy Knowledge Transfer Methods:

Meet the Expert Sessions

1-2 hours

live webinar

sessions

Scope

The portfolio will cover the entire

variety of support specifics as

part of end-to-end operations:

topic deep dives will equally be

covered as well as new

concepts or strategy items.

Examples

How to get started with

SAP Enterprise Support

SAP Solution Manager 7.1:

Application Lifecycle

Management

Benefits

The format is interactive as

it will allow for questions and

answers.

Recordings can be accessed

through the meet the expert

archive.

Book now...

Meet the Expert Sessions

SAP expert Participant

Access recordings...

http://service.sap.com/~sapidb/011000358700000949582011

http://service.sap.com/replay-library


Expert-guided implementations are workshop style sessions to guide you through technical steps

to implement best practices for operations including basic configuration settings, business

process monitoring setup, custom development management, and more in your own system.


Expert-Guided Implementations

Book now...

Empowering

1-2 hours

each morning

Execution

2-3 hours on the

same day

Expertise

on demand

during execution

Daily feedback to SAP expert will be the basis

for the next day„s empowerment

Scope

Unique training, practical

experience and expertise on

demand, focusing on application

lifecycle management with SAP

Solution Manager and preparation

for self-service delivery

Examples

Basic configuration and

update

Technical upgrade to SAP

Solution Manager 7.1

Remote support component

Benefits

Direct access to SAP expert

Direct execution of planned

activities in your SAP

landscape during delivery

Convenient and safe remote

delivery

* See SAP Enterprise Support Academy terms & conditions for more information on the service entitlement.

Expert-Guided Implementations

http://service.sap.com/~sapidb/011000358700001780312008E

http://service.sap.com/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000864592011


Scope

Improve the most common areas

like system performance, data

volume management, change

management, security

optimization, business process

using guided procedures.

Examples

Business process

improvement

Data volume management

Security optimization service

SQL statement tuning

Transport execution analysis

Benefits

Use them by your own, when

and how often you want

Guided self-services are

executed via

SAP Solution Manager


Guided Self-Services

With guided self-services SAP offers customers proven procedures to analyze and optimize their

systems. These procedures are based on the experience of a multitude of service deliveries to

thousands of SAP systems.

Read more...

Self-service

execution via

guided procedures

Guided Self-Services

http://service.sap.com/~sapidb/011000358700000772322011E/


SAP Enterprise Support Deliverables Continuous Quality Checks & improvement services

Continuous Quality Checks (CQCs) are remote services which help to

reduce technical risk and outline optimization potentials

Benefits:

Cut down on time and budget for implementation and innovation

Improve system performance, availability, stability and data consistency

Proactive hands-on help by SAP

Comprehensive set of continuous quality checks available

Quality checks to avoid critical situations in the future

– active risk mitigation

SAP


Build Integration and Going Live

Operations &

Continuous Improvement and Upgrades 2 3 Implementation Project

CQC for Implementation

CQC Going Live Support

CQC Integration Validation

CQC Configuration Check

Modification Justification Check

Custom Code Maintainability

Check

CQC Upgrade Assessment

CQC EHP Installation

Check

CQC for Upgrade

CQC Downtime Assessment

CQC Going Live Support

Plan Evaluation – Solution Design

Run Post Going Live Support

Upgrade

* The portfolio of continuous quality checks and improvement

services is also available for customer of the indirect channel,

through shared delivery of SAP partners and SAP.

CQC Business Process

Performance Optimization

CQC Technical Performance

Optimization

CQC Data Volume Management

CQC Security Optimization Check

CQC EarlyWatch Check

CQC Business Process Analysis &

Monitoring

CQC Solution Transition

Assessment

CQC OS/DB Migration

CQC Transport Execution Analysis

Accelerated Innovation

Enablement

SAP Enterprise Support Deliverables in Detail Continuous Quality Checks & improvement services along the

SAP Software Lifecycle*

Implement Better Operate Better Innovate Better


Accelerated

Innovation Enablement

Access to SAP Solution

Architects to evaluate the

innovation capabilities of the

latest SAP Enhancement

Package and how it may be

deployed for your business

process requirements.

Modification

Justification Check

Expert advice on how to

avoid SAP source code

modifications whenever

possible by using SAP

standard functionality or by

taking advantage of the SAP

Enhancement Framework.

Custom Code

Maintainability Check

Evaluates quality of your

custom developments with

regard to upgradeability and

maintainability.

SAP Enterprise Support –

Improvement Services

© SAP 2010 /


Become a Best-Run Business with SAP Enterprise Support

Run Better with SAP

We deliver the market-

leading enterprise

solutions and the best

business-focused

support, to help

companies build

competitive advantage

now and in the future.

SAP Enterprise Support

helps our customer do

what they do best,

even better!

Improve

Business Continuity

Reduce Business

Downtime

Lower Implementation

Costs

Innovate

Faster

Lower Operating

Costs

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