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Master Guide

SAP Solut ion Manager 7.0 as o f SP15

Target Audience

System administrators

Technology consultants

April 2008



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Master Guide: SAP Solution Manager 7.0

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Contents

History of Changes...........................................................................................................................5

GETTING STARTED.......................................................................................6Planning Information......................................................................................................................7

Further Useful Links.......................................................................................................................7

List of SAP Notes...........................................................................................................................9

Upgrade /Installation Procedure......................................................................................................9

SYSTEM INFRASTRUCTURE......................................................................10

SCENARIOS .................................................................................................11

Basic Concepts of Solution and Project .........................................................................................11

Implementation and Upgrade of SAP Solutions............................................................................11

Service Desk ...................................................................................................................................13

Solution Monitoring .......................................................................................................................15

Change Management......................................................................................................................16

Delivery of SAP Services................................................................................................................17

Root Cause Analysis.......................................................................................................................17




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Getting StartedThis Master Guide provides an overview of the documents and information resources thatyou will need for the installation, upgrade and configuration of SAP Solution Manager 7.0.

For a detailled overview on which documentation is relevant for each individualphase, see SAP Note 1088980.

Documentation types in the software life cycle

Use this Master Guide to get an overview of SAP Solution Manager, its software units, and itsscenarios from a technical perspective. The Master Guide is a planning tool that helps you todesign your system landscape. It refers to the required detailed documentation, mainly:

You can find the most current information about the technical implementation of

SAP Solution Manager and the latest installation and configuration guides onSAP Service Marketplace at service.sap.com/instguides.

We strongly recommend that you use the documents available here. The guidesare regularly updated.




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Planning Information

If you need to order SAP Solution Manager or its installation number, see SAPNote 628901 (Order SAP Solution Manager or its installation number)

For more information about planning topics not covered in this guide, see the followingcontent on SAP Service Marketplace:

Content Location on SAP Service Marketplace

Master Guide SAP NetWeaver 7.0 service.sap.com/installNW70

Help on Application Usage for SolutionManager; Links to further documentation forSAP NetWeaver, SAP Business Suite

help.sap.com

Latest versions of installation, upgrade, sizing,security guides

service.sap.com/instguides -> SAP

Components -> SAP Solution Manager

-> <current release>

General information about SAP SolutionManager

service.sap.com/solutionmanager

SAP Business Maps - information aboutapplications and business scenarios

service.sap.com/businessmaps

Sizing, calculation of hardware requirements -such as CPU, disk and memory resource - withthe Quick Sizer tool

service.sap.com/quicksizer

Released platforms and technology-relatedtopics such as maintenance strategies andlanguage support

service.sap.com/platforms

To access the Platform Availablity Matrix

directly, enter service.sap.com/pam.

Network security service.sap.com/securityguide

High Availability service.sap.com/ha

Performance service.sap.com/performance

Information about Support Package Stacks,latest software versions and patch levelrequirements

service.sap.com/sp-stacks

Information about Unicode technology http://service.sap.com/unicode@sap

Further Useful Links

The following table lists further useful links on SAP Service Marketplace:

Content Location on SAP Service Marketplace

Information about creating error messages service.sap.com/messages

SAP Notes search service.sap.com/notes

SAP Software Distribution Center (softwaredownload and ordering of software)

service.sap.com/swdc

SAP Online Knowledge Products (OKPs) – role-specific Learning Maps

service.sap.com/rkt

SAP Quality Center by HP service.sap.com/solutionmanager

http://service.sap.com/unicode@sap

http://service.sap.com/unicode@sap




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SAP Redwood Job Scheduling service.sap.com/job-scheduling

IDES service.sap.com/ides

"How-to" - documents (Recommendations on

how to use functionalities, incl. examples)

service.sap.com/solutionmanager

SAP Developer Network sdn.sap.com

Information on SAP GUI service.sap.com/sapgui

System Landscape Directory service.sap.com/sld

Software Lifecycle Manager service.sap.com/slm

Adobe Document Services service.sap.com/adobe

Business Intelligence service.sap.com/bi




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List of SAP Notes

Before you begin the installation, collect and read the relevant SAP Notes. They contain late-breaking information regarding installation, as well as corrections to the installation

documentation.

Ensure that you are working with the most recent version of each SAP Note. Youcan download SAP Notes from the SAP Service Marketplace(service.sap.com/notes).

Number SAP Note Title

892412 Upgrade to Solution Manager 7.0

903494 Configuration Guide for Solution Manager 7.0: Latest Changes

608277 Installing and Updating Content for the SAP Solution Manager394616 Release strategy for Solution Manager (ST)

631042 Release strategy for Implementation Content (ST-ICO)

569116 Release strategy for Solution Manager Service Tools (ST-SER)

539977 Release strategy for add-on ST-PI (ST)

662441 Solution Manager: Notes for Support Packages

628901 Order SAP Solution Manager or its installation number

918078 SAP Solution Manager 7.0 Installation

939897 SAP Solution Manager Usage Data

1109650 SAP Solution Manager 7.0 Extension Add-Ons

Upgrade /Installation Procedure

SAP Solution Manager 7.0 is available as a new installation and as an upgrade to SAPSolution Manager 3.2 and 3.1. as well.

The installation procedure of SAP Solution Manager 7.0 is described in the accordingInstallation Guide: SAP Solution Manager 7.0.

The upgrade procedure to SAP Solution Manager 7.0 is described as follows:

Preparatory steps: Upgrade Guide FAQ.

Upgrade: Upgrade Guide SAP Solution Manager 7.0.

Postprocessing steps: Upgrade Guide FAQ.

After you have completed the steps described in the according Guides, follow the stepsdescribed in the Configuration Guide SAP Solution Manager 7.0

SAP Note 892412 (Upgrade to Solution Manager 7.0: additional information for upgradeof Add-on components) includes an overview of software components and SupportPackage levels that must be installed in your SAP Solution Manager system.

For information about new releases, delta upgrades, and Support Packages, see the SAPSoftware Distribution Center: service.sap.com/swdc




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System InfrastructureThe SAP Solution Manager runs in a separate central system, to which all other SAPsystems are connected. Systems that are administered using the SAP Solution Manager are

referred to as "satellite systems". SAP Solution Manager (Software Component ST) is basedon NW ABAP and Java 7.0 and CRM 5.0.

For a more detailled description on:

the overall architecture, see Service Marketplace -> SAP Components -> SAPSolution Manager -> Security Guide SAP Solution Manager

sizing requirements, see Service Marketplace -> SAP Components -> SAP SolutionManager -> Sizing Guide SAP Solution Manager

Figure 1: Solution Landscape with the Central SAP Solution Manager System




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ScenariosThe SAP Solution Manager supports the following scenarios:

Implementation of SAP Solutions Upgrade of SAP Solutions

Service Desk

Solution Monitoring

Change Management

Delivery of SAP Services

Root Cause Analysis

These scenarios are described below. Before installing Solution Manager you should knowwhich scenarios you are going to use. This decision is vital as it has important influence on

your sizing of Solution Manager and the configuration of basic concepts when using SolutionManager, such as projects or solutions.

Before starting to implement Solution Manager you should carefully plan whichscenario you would like to use at the start and which scenarios you would likelyuse in a later stage.

We recommend starting with Early Watch Alert (scenario Solution Monitoring)and Maintenance Optimizer (scenario Change Management). Both functionalitiescan easily be configured within the basic configuration of Solution Manager.

Basic Concepts of Solution and Project

A solution can be regarded as a container or entity which contains information aboutsystems, software components, and business processes. Within a solution the businessprocesses and scenarios are documented during the productive life cycle. It can be creatednewly (if Solution Manager was not used for implementation) or transferred from animplementation or upgrade project. Therefore, the project as well as the solution are basicunderlying concepts which contain all information either during the non-productive projectphase or the productive phase. For example, a scenario can first be modelled duringimplementation phase in a project. This project can then be transferred for productive usageinto a solution. The solution forms the basis on which functionalities such as systemmonitoring or others operate. The one common determiner is, which productive businessprocess is based on which systems etc. The technical environment of Solution Managerallows to map these information during implementation of the business process and duringproductive use.

Implementation and Upgrade of SAP SolutionsThe Implementation and Upgrade scenarios support the implementation of customer projectsand the definition of template projects and upgrade projects. In template projects, you defineone or more templates containing scenarios, documents and configuration for re-use in othersystems, e.g. for a global roll-out of centrally defined implementation settings.

These Implementation and Upgrade scenarios include roadmaps, an editor for creating andmaintaining business blueprints, access to the Implementation Guides (IMG), and tools fortesting, monitoring and distributing Customizing. This business scenario performs thefollowing functions on business processes and scenarios in a project, e.g. describe,

document, configure, and test.




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See Business Process Repository (ST-ICO) for according business steps per process:

The SAP Solution Manager provides central access to all tools, methods, documents (SearchEngine TREX => 7.0) and other data required in the implementation environment. You canuse implementation content, delivered with the SAP Solution Manager and regularly updated,and adjust it to your requirements.

The implementation content (Business Process Repository delivered with ST-ICO) comprisespredefined scenario, process and configuration structures for SAP solutions and applications,with implementation-relevant instances of general documentation, preconfiguration, BC Setsand test cases. At the end of the implementation project, the implemented businessscenarios, processes and system information are transferred into a customer-specificrepository (Solution Directory), where they are available for production processing later on.The Business Blueprint phase can be supported by using Solution Documentation Assistant(SDA) which is available with SAP Solution Manager Enterprise Edition. Testing can besupported by using the integration with Quality Center by HP (delivered with ST-QCA), whichis not part of the standard SAP Solution Manager but can be obtained in addition.

For Upgrade Projects the SAP Solution Manager supports both restarting an upgrade projectand perform an upgrade project based on an implementation project. The scope of supportfor these upgrade-relevant activities with the SAP Solution Manager is the same as for animplementation project, plus some upgrade-specific functions, e.g. a comparison tool whichidentifies release-specific changes or deletions, if you used SAP reference contents and anupgrade report which gets the upgrade-relevant configuration settings you have to adjust inupgrade or delta customizing, automatically, based on a connection to the target releasesystem.

Upgrade-relevant contents are also delivered with the SAP Solution Manager, as an upgraderoadmap and upgrade-specific business scenario and process contents. At the end of theupgrade project, changed or inserted business scenarios and processes and systeminformation are put in a customer-specific repository (Solution Directory), where they areavailable for production processing.




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The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0).

Variant Usage type Standalone ClientProject preparation AS ABAP SAP GUI, web

browser (workcenterapproach)

Blueprint See above SAP Quality Centerby HP (withExtension package(ST-QCA))

TREX (in case ofDocument

Management)

See above

Configuration See above TREX (in case ofDocumentManagement)

See above

Synchronize Customizing See above SAP GUI

Test Management See above SAP Quality Centerby HP (withExtension package(ST-QCA))

SAP GUI

E-Learning Management See above TREX (in case ofDocument

Management)

See above

Global Rollout See above See above See above

Solution DocumentationAssistant

See above Web browser(work centerapproach)

Service DeskThe Service Desk of the SAP Solution Manager (based on CRM Component) offers acomplete infrastructure for organizing and operating a solution-wide support organization atyour site. The Service Desk promotes effective user support in your SAP solution landscape

every step of the way - from the end-users to your internal support organization and ifnecessary to SAP.




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The Service Desk is an interface between you and SAP Service & Support. You can forwardmessages to SAP, and get problem solutions, in the Service Desk.

In each project phase, your staff can create messages, for example in the Blueprint andduring the test phase which you can manage centrally in the Service Desk. You can createsupport messages directly from any transaction. Data of the system in which the supportmessage was created is captured automatically, e.g. installation number, installed softwarecomponents, operating system, transaction, screen number. The support message isautomatically assigned to the appropriate support level and the message can be processedcentrally in SAP Solution Manager, e.g. display customer data, problem description, priority,attached documents, Service Level Agreements (SLA). The support team can assign aprocessor, create notes and messages to the reporter and other processors, forwardmessages to other processors or support units, create documents and URLs, attachdocuments, assign and monitor statuses, and create a worklist by selection. They can searchfor SAP notes in SAP Service Marketplace, import SAP notes with SAP Notes Assistant,automatically apply corrections in ABAP source code, adjust changes to previously imported

Support Packages or display all SAP notes which have been imported by the SAP NotesAssistant. Another feature is the internal solution database (Search Engine TREX => 7.0).You can search your internal solution database for problem solutions. The solution databaseis delivered without symptoms and solutions. You create the internal solution database withthe functions Process Symptoms and Solutions and Update Solution Database Index.

The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0.)

Variant Usage type Standalone Client

Manage ServiceConnections

AS ABAP SAP GUI, WebBrowser (Work

CenterApproach)

Problem Management AS ABAP

CRM

See above

Problem Management forService Provider

See above See above

Problem Management:Message Transfer

See above External Third PartyService Desk

See above




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BI-Reporting AS ABAP, BI BusinessExplorer (BI)

SAP GUI

Solution Database AS ABAP, CRM TREX >= 7.0 SAP GUI

Your internal customers (users or reporters) can also create support messages from any SAPsystem. You process these support messages centrally in the Solution Manager ServiceDesk.

You can connect an external Service Desk and run reports on Service Desk Messages.

Solution MonitoringThe Solution Monitoring scenario provides support for functionalities such as Service-LevelReporting, EarlyWatch Alert, Business Process Monitoring, System Monitoring, CentralSystem Administration, System Landscape Reporting, as well as user-defined alerts(requiring ST-SER, ST-PI and ST-A/PI in Solution Manager and/or Satellite systems).


Solution Monitoring helps you to manage heterogeneous system landscapes efficiently. Youcan monitor your systems and your business processes in one tool. This unifom overviewguarantees high performance and availibility of all your business processes across varioussystems and system components. The SAP Solution Manager provides predefined views andvalues in the function sessions.

Solution Monitoring comprises for ABAP-based components Service Level Reporting (basedon SAP EarlyWatch Alert). Service Level Reporting guarantees continuous monitoring andreporting, based on weekly SAP EarlyWatch alerts. System monitoring (including Systemadministration). The system monitoring guarantees the real time monitoring of all systems ina solution, based on the Computer Center Management System (CCMS). With JobScheduling Management you can manage and document the background processing in yourentire system landscape. Business Process Monitoring guarantees the real time monitoring of

all your business processes, based on a graphical overview. Like the system monitoring, it isbased on the Computer Center Management System (CCMS).




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The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0.

Variant Usage type Standalone ClientEarly Watch Alert Report AS ABAP; AS Java

(for DiagnosticsTool)

Wily Introscope (incase of EWA forJava)

SAP GUI, WebBrowser (WorkCenterApproach)

Service Level Reporting AS ABAP See above

System Monitoring See above See above

Central SystemAdministration

See above See above

Business Process

Monitoring

See above See above

Availability Reporting See above See above

Service Reporting See above See above

BI-Analysis (EWA) AS ABAP, BI See above,BusinessExplorer

BI-Analysis (ITPerformance Reporting

Web Browser(Work CenterApproach)

Job Scheduling AS ABAP Job Scheduling by

Redwood

1SAP GUI, Web

Browser (WorkCenterApproach)

Change ManagementSee Business Process Repository (ST-ICO) for according business steps per process:

The Maintenance Optimizer (based on CRM) guides you through the procedure for planningand downloading SAP support packages and patches for your systems. Aside from this, youcan also install enhancement packages using the Maintenance Optimizer or insert it into anupgrade to SAP ERP 6.0 (previously SAP ERP 2005).

Change Request Management in SAP Solution Manager (based on CRM) is aligned to theprocesses in the IT Infrastructure Library (ITIL), the de facto standard for servicemanagement. As defined in ITIL, the objective of Change Management is to carry outchanges economically and in a timely manner with minimal risk. Change Request

1

In case of Extension package.




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Management includes processes for managing change requests, project management, andchange logistics.

The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0).


Manage Hot News AS ABAP SAP GUI, WebBrowser (WorkCenterApproach)

Manage SupportPackage Stacks

AS ABAP, CRM, ASJava (in case ofSLM)

See above

Manage regular andurgent corrections

See above See above

BI-Reporting AS ABAP, BI See above,BusinessExplorer

Delivery of SAP ServicesThe operations section of the SAP Solution Manager is the point of access to SAP supportservices, including remote services, on-site services, self services, and Best Practicedocuments. Based on your solution configuration, recommendations for these services aretriggered dynamically. The reports resulting from each service are available and are archivedin the operations section. The reports are useful documentation stored in the SAP Solution

Manager and serve as reference information for the efficient future operation of your solutionlandscape.

The component comprises the creation of a Service Plan to optimize your productionbusiness processes, Issue Tracking, and Service Connections for SAP Support. You canhave the support services performed by SAP or perform them yourself:

The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0.)


Delivery of SAP Services AS ABAP SAP GUI, WebBrowser (WorkCenter

Approach)

Issue Management AS ABAP, CRM See above

Root Cause AnalysisA key requirement for efficient and safe support of IT solutions is the ability to perform rootcause analysis (esp. for non-ABAP) with speed and efficiency. Diagnostics in SAP SolutionManager provides standardized tools for the support of customer solutions, including third-party components. The tools enable a systematic and targeted cross-component localizationof the root cause of IT problems. The centralized approach avoids that many experts have tosearch for possible root causes on all components involved, in most cases without success.




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With the possibilities of Diagnostics, your support organization can both save costs andaccelerate the time required for problem resolution.

The following table gives an overview of variants, and the according usage types (for adefinition on usage types, see Master Guide SAP NetWeaver 7.0.


Root Cause Analysis AS ABAP; AS Java,BI

SAP GUI, WebBrowser (WorkCenterApproach),BusinessExplorer

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