itm260 - it service charging · 2019. 3. 28. · management tool that achieved the itil v2011...

Public

ITM260 - IT Service Charging – ERP integrated SAP Solution Manager processes

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2 Public

Speakers

Las Vegas, Oct 19 - 23

David Birkenbach

Tobias Hauk

Barcelona, Nov 10 - 12

David Birkenbach

Tobias Hauk

Raquel Pereira da Cunha


Disclaimer

This presentation outlines our general product direction and should not be relied on in making a

purchase decision. This presentation is not subject to your license agreement or any other agreement

with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to

develop or release any functionality mentioned in this presentation. 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. SAP assumes no responsibility for errors or omissions in this

document, except if such damages were caused by SAP intentionally or grossly negligent.


Agenda

IT Service Management processes integrated in SAP ERP

Financial Management

IT Service Catalog Management

ERP Integration scenarios

Hands-on Demo

Hands-on Exercise


Why IT Charging?

Internal IT Service Provider

• It might be a part of your strategy to charge your IT costs via Services and Projects

to your internal customers / departments.

• You can affect the standardization and innovation of the IT services (by making

services that have to be retired more expensive or promote innovative services)

• You can improve your reputation as a „competitive IT provider"

• You can give the business units input for cost planning

External IT Service provider or IT shared service center

• IT charging is a „must have“


Moving from IT as a cost center …

IT Department

Provides IT

Services as

determined by

the company

Functional Units

Cost charged

via

assessments

without

transparency

IT Services

Traditionally, IT is treated as a cost center or an

internal service. Cost centers in FI/CO are used

to allocate IT costs to different parts of the

organization:

• IT cost center collects all costs needed for

delivery of services to business

• Costs are charged via assessments without

transparency

Usually costs are charged “per user” for each

employee in the company, independent on

consumption of services.

Software

Services

Hardware

Company ABC


… to fair cost allocation to your business!

IT Department

Determines

price, quality

and variety of

IT services to

offer

Functional Units

Usage based

cost allocation

ensures

transparency

on used „IT

Products“

IT Services

It would be better to define models which allow

a kind of IT Cost absorption which depends of

IT Usage

• IT tailors differentiated IT services and

products

• Costs are charged via an usage based cost

allocation concept to the consumers of the

individual services

IT is not a cost center anymore, but provides

valuable services to functional units. The

consumer of the services is charged based on

the usage of the provided services

Software

Services

Hardware

Company ABC


IT-Costs Distribution Allocation of IT-costs based on dynamic or static allocation keys

by User Allocation of all user-related IT-costs

by Asset Allocation of all IT-costs with a direct asset relation

Charges can consist of one-time and recurring charges

by Order Allocation of order-related IT-costs (service requests, projects,...)

Charges consist of one-time charges

by Service Allocation of IT-costs, based on booked IT-services

(including performance or usage based charges)

IT-Financial Management by Order

by User

by Asset

by Service

Distribution

(totals)

IT

Financial

Management

Asset User

Customer

Asset User

Order

User

Customer

Service User

Customer

customer

Customer

Common charging models


Unique position of SAP solution landscape

SAP Solution Manager is connected to the SAP ERP system via the CRM

Middleware framework

Relevant objects for charging are available in SAP Solution Manager (Services,

customers, contracts, prices, products,…) – based on SAP CRM

Integration in SAP ERP landscape with CRM Middleware which is part of the

standard delivery

Integration in purchase and Asset Management in SAP ERP

Integration in existing finance and controlling processes with a transparent feedback

in the IT processes in SAP Solution Manager.


SAP Solution Manager verified for ITIL® Service Lifecycle

SAP Solution Manager is verified to

support processes in all ITIL Service

lifecycle phases

SAP Solution Manager was the first IT

Management tool that achieved the ITIL

v2011 edition certificate for all 15

processes that can be certified by

Pinkverify

Service

Strategy

Continual Service

Improvement

Service

Design

Service

Transition

Service

Operation

Service Design

Service Level Management

Service Catalogue Mgmt.

Capacity Management

Availability Management

IT Service Continuity Mgmt. Service Operation

Event Management

Incident Management

Request Fulfillment

Problem Management

Service Transition

Change Management

Service Asset & Configuration

Management

Release & Deployment Mgmt.

Knowledge Management

Service Strategy

Service Portfolio

Management

Financial Mgmt. for IT

Services

© Crown copyright 2011 Reproduced under license from the Cabinet Office

Public


ITIL Service Lifecycle Phase: Service Strategy


Introduction to Financial Management

General ITIL Approach

The function and processes responsible for managing an organization’s

budgeting, accounting and charging requirements.

Financial management for IT services secures an appropriate level of funding to

design, develop and deliver services that meet the strategy of the organization in

a cost-effective manner.

SAP Solution Manager Solution:

Pricing and Billing is provided by SAP ERP logistic module (SD) and the Billing Engine.

The framework for planning and analyzing financial data and costs is provided by the

Controlling Module of SAP ERP. This also includes the allocation of costs to services.

Several service processes in SAP Solution Manager are collecting finance relevant data

and transfer them to an connected SAP ERP system for further processing

Serv

ice

Str

ate

gy


Process for Financial Management

Establish IT cost model

Differentiate Costs from

Projects

Operations ( incl. service

fulfillment)

Define IT Service Portfolio

Contains all IT service

products

Basis for usage based cost

calculation

Gather & Assign Costs

Type of Costs

Hardware, Software -

Acquisition & Maintenance

Time - Expense

Indirect costs (Energy,

Buildings,…)

Calculate & Charge Costs

Internal

Provide cost transparency

Multiple departments inside

one organization

External cost accounting

Charge for IT services

Customers or subsidiaries

Serv

ice

Str

ate

gy


Integrations of Financial Management

The Financial Management process is closely integrated with further ITIL processes :


Change Management

Service Portfolio Mgmt.

Available

Funds

Effort for Change

Execution

Service Cost

Planning

Request Fulfillment

Effort for Request

Fulfillment

Effort for Incident

Resolution

Incident Management

Service Catalog Mgmt.

Service Price Service

Charging

Serv

ice

Str

ate

gy


Highlights of Financial Management

Periodical billing of a service contract, based on a billing plan

The service contract can be billed periodically based on a billing plan.

Resource related billing of a service confirmation

Based on the actual resource consumption documented in the Service confirmation, resource related billing can be

performed.

Tight integration into Controlling module (CO)

The Service Processing in SAP Solution Manager is tightly integrated with the Controlling module in ERP. Service records

in SAP Solution manager trigger automatic postings in the corresponding controlling object.

Tight integration into cross-application time sheet (CATS, HR)

The Service Processing in SAP Solution Manager is tightly integrated with the Cross-application time sheet in ERP.

Service confirmations in SAP Solution manager trigger automatic postings in the corresponding time sheet of the service

technician, and subsequently postings in the controlling object.

Tight integration into Materials Management module (MM)

The Service Processing in SAP Solution Manager is tightly integrated with the Materials Management module in ERP.

Service confirmations for spare parts in SAP Solution manager trigger automatic postings in the corresponding controlling

object.

More Information: http://help.sap.com/saphelp_crm70/helpdata/en/1a/cbb533dfde4499965661e094154d9f/frameset.htm

Serv

ice

Str

ate

gy

http://help.sap.com/saphelp_crm70/helpdata/en/1a/cbb533dfde4499965661e094154d9f/frameset.htm

http://help.sap.com/saphelp_crm70/helpdata/en/1a/cbb533dfde4499965661e094154d9f/frameset.htm


User

Service Desk

SAP

So

luti

on

Man

age

r

Customer

SAP

ER

P

Mail Telefon „Walk-In“ Ticket Interface

Service Contracts

Procurement

(SAP MM)

Asset &

License Mgmt Sales

(SAP SD) Finance & Contr.

(SAP FI & CO)

IT Demand Management

OPERATIONAL TASKS

Monitoring & Event Management

Service Orders

IT Finance &

Controlling

Service Level &

Catalog Mgmt

Service Request Fulfill.

Incident

Mgmt

Access

Mgmt

Problem

Mgmt Change

Mgmt

Configuration

Mgmt

Application

Mgmt

Workplace

Mgmt

Infrastructure

Mgmt

Self Services

INPUT CHANNEL

ITSM scenario with ERP integration


IT-Costing

Service Contracts

User Front-End

Service Request /

Service Order

Service Portfolio & Catalogue Management IT-Charging

Define the IT-Service Portfolio & Catalogue

User orders IT-Services from the Catalogue

Calculate the price of IT-Services

IT receives

Service

Request/Order

and performs as

agreed

IT registers each

Service

continuously

used by

Customer/User

IT charges each

Service ordered

or continuously

used to

Customer

Manage IT-Service Management processes like an ERP


IT-Costing

Service Contracts

User Front-End

Service Request /

Service Order

Service Portfolio & Catalogue Management IT-Charging

User

Requirements

Service Request

Service Request

Service Request

Fulfillment

Service Request

Fulfillment

Contract

“Booked

Services”

Service Strategy Service

Catalogue

IT Controlling Service Pricing

Contract

“Booked

Services”

Recurrent

Charging

“by Service”

Service Request

Fulfillment

One-time

Charging

“by Order”

Service Offering

Manage IT-Service Management processes like an ERP

Public

Service Catalog Management

ITIL Service Lifecycle Phase: Service Design


Service Catalog Management Approach

General ITIL Approach

ITIL Service Catalog Management aims to ensure that a service catalog is produced and maintained,

containing accurate information on all operational services and those being prepared for operation. Service

Catalog Management provides vital information for all other Service Management processes, such as

service details, current status, and interdependencies of services.

The service catalog is a database or structured document containing information about all live services,

including those available for deployment.

SAP Solution Manager Solution:

The SAP CRM service (product) master data is used to depict the service catalog in SAP

Solution Manager.

The SAP CRM Product Hierarchy is used to depict a structured content framework for

services in SAP Solution Manager

Set types are groups of service attributes that semantically belong together, e.g. Price.

Set types appear as assignment blocks on a service record.

With set types you create customer-specific views of a catalog for particular business

partners or target groups. Prevent certain customers from seeing certain services in the

catalog.

Serv

ice

Desig

n


Services “You can book” (continuous service usage)

Office

Workplace

Data Backup

Internet Access

VPN Connection

SAP Service

User Licence

Maintenance &

Support

Client Technology Application Management

Portal / ESS

Service

User Licence

Maintenance &

Support

Travel Mgmt

Service

User Licence

Maintenance &

Support

Email

User License

Mailbox

Extension

E-Fax

Mobile E-Mail

(Smartphone)

Selectable for order Not selectable for order

Services “You can order” (one-time service usage)

PC Installation

Set-Up

Physical Move

Client Copy

Preparation

Processing

Post-processing

Client Technology Application Management

PC Return

Hardware

Software

VoIP Telephony

Hardware (Type)

Project Services

Project Mgr. (h)

Consultant (h)

Developer (h)

Software (indiv.) Software (indiv.)

Hardware (Type) Hardware (Type) Individual

Applications

Individual

Applications

Example: Services structure in service catalogues Service catalogue for business offers

Services “You can order”

Definition / Criteria

• One-time service usage

• One-time service charges

• Price per service

• Based on Time & Material

• Selectable for Service Requests/-

Orders (by user)

• Trigger for operational tasks

(standard procedures)

Services “You can book”

Definition / Criteria

• Continuous service usage

• Recurrent service charges

• Price per service

• Based on Time & Material

• Based on consumption/usage

• Services “booked” in Service Contracts

(per customer/user)

• Service Contracts store SLA and other

contract information


Service Catalog Management Best practice process

Screens

Service Catalog Create Service Order Approve Service Order

Service Request Fullfillment Business User

Select offered

Service Split Service Order

(auto)

Process

tasks

Auto

Dispatch to

Service

teams

Complete

Service

Request

Create

IT Service

Order

Approve

Service

Order

Charge IT

Service


Service Catalog Management IT Service enhancements in SAP Solution Manager 7.2

ITIL compliant process

IT Service product definition

Structure services in different catalog views

Service Order process

Business Self Service

Approval procedure

Order items: Material and/or Service Requests

Bundle service packages

Direct Service Requests

TOP ranking

Service specific questionnaire

Integration in Incident Management

Related IT Service as reference object

Determination via category

New Employee

Type: Catalog Product

Standard Laptop

Type: ITSM Material

Laptop Delivery

Type: ITSM Service

Sales Order

Service Request /

Guided

Procedure Password Reset

Type: Direct Service Request

Service Request /

Guided

Procedure


Service Catalog Management Request fulfillment – 2 alternatives

Purpose

Increase IT support productivity with standardized IT service delivery

Quick and easy guidance with Work instructions

Decision based dynamic fulfillment process

Checklist

Enhanced functionality in SAP Solution Manager 7.2

– Action & Condition Framework enabled, e.g. E-Mail Notifications

– Checklist Steps Enhancements

– Decision-Based, parallel processing

Determination via rules , e.g. based on Categorization

Partner determination

Workflow notification

Guided Procedure

Generation of Operation tasks (transaction type)

Time recording and SLA s in Operation tasks

Guided steps with transaction references

Define templates for semi automation

Determination via rules , e.g. based on Categorization

Similar framework as in Solman_setup

Purpose

Precise guidance of service processing in sequence

Deliver the best solution in a timely manner (SLA based)

Provide time and effort feedback for future cost calculations


Checklist Enhancements with SAP Solution Manager 7.2 Decision-Based Checklists

Checklist Decision buttons („Triggers“)

Checklist Steps

Work Instructions

Comment Field

Links


Checklist Enhancements with SAP Solution Manager 7.2 Decision-Based Checklists

A new Step has been added after

clicking a trigger…


ERP for IT Time Recording in IT Service Management

Service Transaction Types

Incidents

Problems

Service Requests

Changes

Operations Tasks

Determination of IT service based on multi-

level-categorization

Time recording transfer of efforts into ERP

CATS

Billing via confirmations


ERP for IT Service confirmation to transfer consumed IT products to ERP

Transaction type service confirmation

Available within SAP Solution Manager

Linked to the corresponding tickets

Allows the recording of Service Products and

Material Products

Creation

Automatically when saving the service

transaction

Automatic submission to ERP via CRM

middleware


Integration of SAP Solution Manager with SAP ERP based on

standard interfaces

SAP ERP SAP Solution Manager

Time Management

Payroll

Controlling

Customer Services

Project Systems

Asset Management (MM)

Billing (SD)

IT Project & Portfolio Management

Resources & Time

IT Service Management

Incident, Problem Management

Change Management

Service Order & Request Management

SAP IT Infrastructure Management

Hardware Asset Management

Software Asset Management

(Licenses)

CRM

Middle

ware

PPM /

cPro


Use Case example 1

How to deal with IT Projects & Operations costs

Example of a mid-market customer:

• Projects are managed with cPro

• To each project task, a CO object is

assigned

• Manual time recording is replicated each

night into CATS (Cross Application Time Sheet)

• Overbooked times have to be manually

approved (not standard)

• From CATS the time recordings are

transferred monthly to the respective CO

objects and then billed according to cost

center or subsidiary

• Time for delivered services and recurring

tasks is manually recorded in tickets and

monthly transferred to CO

• Each IT Product/Service has an own CO

object Calculation of service price per

year


Use Case example 2

How to differentiate costs for IT services

• Billable services are ordered via a service order from

service catalog (with an assigned price)

• Time is recorded manually for all request type

transactions

• Each service is assigned to an IT product (Service,

Material, License)

• Each IT product is assigned to an object in CO

• Other costs are assigned to each IT product in CO

• Billing is done based on consumption of services

• Price calculation is done in CO-PC based on all

costs defined in the IT service cost model

Public

Demo

Exercise


IT Service charging Use case 1: Recurring costs

Service Order

Billing Due

List

Billing

Document

Service

Catalog

Service

Request

Task

update

Service

contract

SAP Solution Manager E2E SAP ECC OTO

Business User

Cost Center Manager

Service processor

Customer service

Payroll admin

Payroll admin


IT Service charging Use case 2: Time & Material

Service Order

Billing Due

List

Billing

Document

Service

Catalog

Service

Request

Service

confirmations

Time recording


Business User

Cost Center Manager

Service processor

Payroll admin

Payroll admin


IT Service charging Use case 3: one time order

Service Order

Sales Order

Billing

Document

Service

Catalog


Business User

Cost Center Manager

Payroll admin

Payroll admin


SAP TechEd Online Continue your SAP TechEd education after the event!

http://sapteched.com/online

Access replays of keynotes, Demo Jam, SAP TechEd live interviews, select lecture sessions, and more!

Hands-on replays

http://sapteched.com/online


Further Information

Related SAP TechEd sessions:

ITM219 - Be prepared for ITSM and CHARM in SAP Solution Manager 7.2 (lecture)

ITM205 - IT Service Management in SAP Solution Manager - a strategic overview (lecture)

SAP Public Web

http://wiki.scn.sap.com/wiki/display/SAPITSM/ITSM+Wiki+-+IT+Service+Management+and+ChaRM+Wiki+Homepage

SAP Education and Certification Opportunities

Watch SAP TechEd Online

www.sapteched.com/online




http://www.sapteched.com/online


Thank you

Contact information:

David Birkenbach

SAP SE

Solution Management

[email protected]


Login information:

Windows:

Login information:

SAP Solution Manager:

User: ANNA260-00 PW: solman

User: ALEX260-00 PW: solman


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itm260 - it service charging · 2019. 3. 28. · management tool that achieved the itil v2011...

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