sap solution manager
TRANSCRIPT
SAP Solution Manager
The SAP Solution Manager supports you throughout the entire life-cycle of your solutions, from the Business Blueprint to the configuration to production processing. It provides central access to tools, methods and preconfigured contents which you can use during evaluation, implementation and operational processing of your systems.
Features
Implementing and Upgrading SAP Solutions
Central access to all tools for your project (Project Administration, Business Blueprint, Configuration, Test Workbench, create Group Rollout templates)
Central management of all information for your Project (roadmaps, system landscape, project documentation)
Compare and synchronize customizing in different SAP components
Solution Monitoring
Central System administration Analysis of your system landscape with Service Level Reporting Real-time System Monitoring Business process monitoring
Services and Support
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Access to programs and Services to monitor and optimize the performance and availability of your system landscapes, and minimize risks when running your systems
Service Desk
Solution support with workflow to Create and Process Problem Messages
Change Management
Manage change requests, with workflow to trace and audit changes and transports in your system landscape with Change Request Management.
Basic Settings
Before you can use the SAP Solution Manager, you must make a number of basic settings:
Set-up user roles and profiles
SAP Solution Manager Roles
Authorization Concept
● Project Authorization
The following composite roles contain the authorizations required for the tasks to be performed in a project:
○ Project Leader
○ Application Consultant
○ Development Consultant
○ Technical Consultant
There are individual roles for Roadmap administration.
● Operational Processing Authorizations
Production authorizations are in individual roles for the functions:
○ Solution Directory
○ Solution Monitoring
○ Service Data Control Center
○ Service Desk
○ Corporate Functionality
○ Solution Manager Diagnostics
○ Solution Reporting
Use
Adjust the SAP Solution Manager roles to your requirements.
Set-up system landscape
Use
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You create and manage the system landscape centrally in the Solution Manager, to use it in your implementation and template projects, for product maintenance and installation with the Maintenance Optimizer, to monitor change requests (Change Management), in the Customizing Synchronization (Customizing Scout, Customizing Distribution) and in operational processing (Solution Monitoring, Services, Support Desk).
Integration
The SAP Solution Manager is based on the system landscape. A correctly maintained system landscape is a prerequisite for the Solution Manager functions:
● Generate Project IMGs in the Project Administration
● Go to the component systems in the Configuration phase
● Customizing Synchronization (Customizing Scout, Customizing Distribution, Synchronization Group Editor)
● System roles in Change Management
● Maintain the solution landscapes for the operational processing of your solutions
Features
● Create landscape components (servers, databases, systems, system components)
● Define non-SAP products for use in the system landscape maintenance
● ABAP main instance reads and saves data automatically
● Overview of system groups
● Generate RFC destinations for the component systems; RFC connection errors are logged
● Manual data capture, e.g. for servers, non-ABAP systems and planned systems
● Graphical display
○ Landscape components (servers, databases, system)
○ Assignment of attributes to landscape components
● Analyzing the System Landscape by Landscape Components
Define solutions
Purpose
You can combine systems and business processes in a solution, according to your requirements, to monitor and improve your most important production business processes in the systems. You can:
● Create New Solutions
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● Manage Solutions
● Define Solutions in the Solution Directory
Features
When you have put your business processes and systems in a solution, you can use the following components:
● Services and Support
● Solution Monitoring
● Solution Reporting
● Service Desk
● Solution Manager Diagnostics
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Implementing and Upgrading SAP Solutions
This business scenario performs the following functions on business processes and scenarios in a project:
describe and document, configure test
The SAP Solution Manager provides central access to all tools, methods, documents and other data required in the implementation environment. You can use implementation contents, delivered with the SAP Solution Manager and regularly updated, and adjust it to your requirements.
The Implementation contents comprise predefined scenario, process and configuration structures for SAP solutions and applications, with implementation-relevant instances of general documentation, preconfiguration, BC Sets and test cases. At the end of the implementation project, the implemented business scenarios and processes and system information is put in a customer-specific repository (Solution Directory), where they are available for production processing.
For Upgrade Projects the SAP Solution Manager supports both:
restarting an upgrade project perform an upgrade project based on an implementation project
The scope of support for these upgrade-relevant activities with the SAP Solution Manager is the same as for an implementation project, plus some upgrade-specific functions:
a comparison tool which identifies release-specific changes or deletions, if you used SAP reference contents
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an upgrade report which gets the upgrade-relevant configuration settings which you must adjust in upgrade or delta customizing, automatically, based on a connection to the target release system
Upgrade-relevant contents are also delivered with the SAP Solution Manager, as an upgrade roadmap and upgrade-specific business scenario and process contents. At the end of the upgrade project, changed or inserted business scenarios and processes and system information are put in a customer-specific repository (Solution Directory), where they are available for production processing.
Procedure
1. Project preparation 2. Blueprint/Upgrade Blueprint 3. Configuration/Upgrade Configuration4. Customizing Synchronization 5. Test Management6. E-Learning Management7. Group Rollout
Projects
Purpose
Using the SAP Solution Manager for evaluation and implementation (implementation project)
You can use the SAP Solution Manager to evaluate and implement your solution.
Using the SAP Solution Manager to create preconfigured content (templates)
You create a solution with the SAP Solution Manager, which serves as a template for your implementation project. The template contains reusable preconfigured contents (documentation, preconfiguration, and test cases/business test requirements). The following section only describes the typical process flow of an implementation project. See Using a Template for more information on creating preconfigured content and templates.
Process Flow
1. ...1. 1. The Roadmaps contain information and procedures for all phases of your
project.
In the SAP Solution Manager, you use the functionality of the Knowledge Warehouse that is delivered with the SAP Web Application Server. The SAP
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Solution Manager will also work if you have already installed a version of the Knowledge Warehouse. However, this is not a prerequisite for use of the SAP Solution Manager.
2. 2. Your work with the SAP Solution Manager really begins after the evaluation phase. The first step is to define your project in the Solution Manager:
1. a. You enter administrative data in the Project Administration transaction, for example, details of project dates and resources.
2. b. Specify the Project Scope.3. c. Define the System Landscape for the implementation of your
solution.3. 3. You define a Business Blueprint by documenting the organizational units,
master data, business scenarios and business processes you require for the implementation of your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation, and assign individual process steps to transactions (only if you use SAP Quality Center by HP).
4. 4. From the Solution Manager, Configure your business scenarios in the development systems.
5. 5. You check the test cases/business test requirements delivered with your solution and assign further test cases/business test requirements to processes and process steps.
6. 6. You perform consistency checks for the customizing of your business processes with the Customizing Scout, i.e. you check whether the Customizing is the same in the various application components. You synchronize customizing with the Customizing Distribution.
7. 7. You can organize tests. You can reuse the test cases selected during configuration.
If you use the SAP Quality Center by HP, you organize the tests with it and use the test cases which you assigned to the business test requirements in it.
8. 8. You create training material and learning maps (computer-supported self-learning courses) to train the end users.
● You can analyze your project at any time, to determine its status and the progress made in testing or configuration.
● You can show and hide tabs in the Business Blueprint and the Configuration, in the user settings.
Customizing Synchronization
Purpose
You use several SAP components in your system landscape, e.g. SAP R/3 and SAP MDM Master Data Management - Administración de Datos Maestros, datos que se mantienen generalmente sin cambio pero que son importantes para la extracción de características
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The SAP MDM system is based on data which is already in SAP R/3, and the systems cooperate in many business scenarios. Customizing settings which define business processes across systems must be and remain synchronized, to ensure smooth and correct exchange of data. Areas in which the customizing must be synchronized include customer and product groups, sales areas, payment conditions, delivery conditions, commission groups, currencies, countries, regions and measurement units.SAP provides two tools to support customizing synchronization: Customizing Distribution and the Customizing Scout.
2. ...9. 1. Customizing Distribution transfers customizing from one system to
another ("Initial distribution"), or updates customizing in different systems at the same time, whenever customizing is changed in a reference system ("Delta distribution"). Customizing Distribution can:○ configure training, demo and test systems quickly with the initial customizing
distribution
○ synchronize SAP R/3, SAP MDM and SAP APO systems with the delta distribution, to ensure that cross-component processes run smoothly
○ synchronize customizing in different SAP R/3 systems, to prepare an ALE distribution of master data
Customizing Distribution helps system administrators to monitor customizing activities in several systems, with checks, automatic logging of all customizing distributions, and error handling.
10. 2. The Customizing Scout, a tool which compares the customizing between different systems, complements Customizing Distribution.
Integration
The Customizing Synchronization is part of the SAP Solution Manager.Customizing Distribution transfers the customizing from one development system (SAP R/3) into another (e.g. SAP R/3 or SAP MDM). You can then transport the data into the quality assurance and production systems in a controlled manner. This customizing data thus takes the same path through the development and test systems as other customizing data. The Customizing Distribution also has other additional functions, above all comparison, distribution of customizing changes, and logging.
Features
You can use the following tools:● The Customizing Scout compares customizing in two systems.
● The Customizing Distribution synchronizes customizing in a source and various target systems.
● You can specify customizing objects which must be synchronized in your system landscape, with the Synchronization Object Specification Tool.
Constraints
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You can use predefined Synchronization objects, customizing objects which are to be synchronized in different components, in the Customizing Distribution and the Customizing Scout. You can also select any transportable customizing object of type Space (table), V (view), S (table with text table), C (view cluster), T (individual transaction ) and L (logical transport object), for the Customizing Synchronization. These customizing objects must satisfy the prerequisites described in suitable objects for the Customizing Synchronization.
You can only distribute customizing in harmonized systems. Distributing customizing in system landscapes which are not harmonized causes data inconsistencies.
Do not combine Customizing Distribution and the Customizing ID Mapping Framework for a customizing object and its system. This can also cause data inconsistencies. Customizing Distribution and the Customizing ID Mapping Framework are both components of the SAP Solution Manager, but they are not integrated with each other. You can either distribute a customizing object between two systems with the Customizing Distribution, or set-up ID mapping.
Test Organization
Purpose
● A test organizer can create one or more test plans for the projects which are assigned to him. He can also edit test plans and assign test packages to testers.
● The test organizer can get test plan status information.
The Test is performed with the Test Workbench. The Test Workbench is the SAP test environment and is in all SAP systems. A tester calls the Test Workbench and gets an overview of the test cases assigned to him in his worklist. He can perform tests, set processing status and note open items.
The process described here does not apply if you use the SAP Quality Center by HP. For further information about the SAP Quality Center by HP, see Quality Requirements tab, and the HP Quality Center documentation.
Prerequisites
You must have created a Business Blueprint and configured your systems.
Flow diagram: Testing in the Realization phase
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Process Flow
Test Organization comprises the following steps:3. ...
11. 1. You create test plans in the test plan management. When you Create Test Plans for a Project, all test cases and transactions which were assigned to the project in the Configuration are selected by default. You can deselect test cases and transactions from this default selection and then generate a test plan.
12. 2. You can also display, change, copy or delete test plans, if necessary.13. 3. You combine a selection of test cases into a test package and assign it to a
tester.14. 4. Use the status info system to display, print and process test plan status
analyses.
The Solution Manager reuses Test Workbench functionality in Test Organization. For further information about the Test Workbench, see Test Workbench.
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Solution Monitoring
Use
Solution Monitoring helps you to manage heterogeneous system landscapes efficiently. You can:
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● your systems and
● your business processes
in one tool. This unifom overview guarantees high performance and availibility of all your business processes across various systems and system components. The SAP Solution Manager provides predefined views and values in the function sessions.
Integration
You can: ● Configure your solution individually and specify which components are to be monitored
(Solution Manager System Landscape).
● Use external management tools and services provided by SAP, e.g. the SAP EarlyWatch service, the optimization services and self service (Service Plan).
● Handle problem messages (Service Desk).
Features
Solution Monitoring comprises: 1. for ABAP-based components:
○ Service Level Reporting (based on SAP EarlyWatch Alert)
Service level reporting guarantees continuous monitoring and reporting, based on weekly SAP EarlyWatch alerts.
○ System monitoring (including System administration).
The system monitoring guarantees the real time monitoring of all systems in a solution, based on the Computer Center Management System (CCMS).
○ Job Scheduling Management
Manage and document the background processing in your entire system landscape.
○ Business Process Monitoring
Business process monitoring guarantees the real time monitoring of all your business processes, based on a graphical overview. Like the system monitoring, it is based on the Computer Center Management System (CCMS).
2. for JAVA-based components:○ SAP Solution Manager Diagnostics
Result
Solution Monitoring monitors your solutions so that:● core business processes run in accordance with the priorities of your company
● system unavailability and performance bottlenecks are avoided
● the operating costs of a solution are controlled
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Solution Manager Diagnostics and SAP Solution Manager
Purpose
You can monitor Java components of your solutions, with Solution Manager Diagnostics. The SAP Solution Manager passes the solution data to the Solution Manager Diagnostics.
Solution data
Solution Contains system group
System group Contains logical components
Logical component Defines systems
System Contains main instances
Main instance Can define:
● Hosts
● Software components
Implementation
You have installed Solution Manager Diagnostics. Cf. SAP Solution Manager 4.0 Upgrade Guide.
Integration
You can monitor ABAP and JAVA components in your solutions.
Features
You can:● Send configuration data from the SAP Solution Manager to Solution Manager
Diagnostics.
● Maintain Solution Manager Diagnostics templates
Service Data Control Center
Purpose
The Service Data Control Center supports the preparation and delivery of SAP service sessions, such as GoingLive and SAP EarlyWatch Alert.The tool is intended primarily for SAP service engineers performing SAP service sessions, as well as for system administrators and other qualified customer employees working in their own SAP Solution Manager systems.
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The Service Data Control Center can supply multiple SAP Solution Manager systems with data.
The Service Data Control Center provides also a systematic way of collecting non-ABAP SDCC data through the Solution Manager Diagnostic tool.
The Service Data Control Center automates all the operations and processes needed to transfer performance data from the system(s) in which the data was collected to the system in which the data will be analyzed.
Performance data can be analyzed in your SAP Solution Manager system or in a system at SAP.
The Service Data Control Center manages and logs all the tasks performed, and allows you to track the progress of each task.
SAP EarlyWatch Alert
The SAP EarlyWatch Alert is a diagnosis which monitors solutions in SAP and non-SAP systems in the SAP Solution Manager. The system processes the downloaded data. You can display the report as an HTML document. You can also create the report as an MS Word document. You can use the documents as status reports. You can analyze and avoid potential problems with these reports.
Integration
SAP EarlyWatch Alert is the prerequisite for Service Level Reporting.
Prerequisites
You have:
Set-up RFC connections between your satellite systems and the SAP Solution Manager system, and an RFC connection between the SAP Solution Manager and the SAP Service Marketplace.
checked the availability of the tools required for the SAP Service sessions (in Add-On ST-A; ST-PI), with the report RTCCTOOL .
assigned Solution Monitoring roles to the users. Set-up the Automatic Session Manager (ASM) in the Service Data Control
Center (transaction: SDCCN), for all SAP satellite systems and the central SAP Solution Manager of your solution (SAP note 91488).
Set-up your systems in a solution landscape in the SAP Solution Manager.
Features
The following satellite system data is collected in a week, and automatically sent to the SAP Solution Manager:
General component status System configuration Hardware Performance development Average response times Current system load
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Critical error messages and process interruptions Database administration
Activities
1. Set-up SAP EarlyWatch Alert .2. You perform an SAP EarlyWatch Alert download manually .3. You create an SAP EarlyWatch Alert report, and examine the session details in
the SAP Solution Manager.4. You save SAP EarlyWatch Alert in the SAP Solution Manager, retrieve an SAP
EarlyWatch report from the repository, and archive services.
Using Service Level Reporting
Purpose
Service Level Reporting: is the interface between your IT department and the person responsible for a business
process.
provides analyses across the systems and business processes in your solution landscape.
You can thus react quickly to risks, and continually improve your IT service.
Prerequisites
You have: set-up SAP EarlyWatch Alert in the SAP Solution Manager.
assigned the Solution Monitoring roles to the users:
Setup Service Level Reporting. You also want to see the SAP EarlyWatch Alert analyses and display the business processes in the business process monitoring, which you want to put in the Service Level report, in the Business Process MONITORING session. You need the following functional roles:
SAP_SETUP_DSWP_SLR SAP_OP_DSWP_SLR SAP_SV_SOLUTION_MANAGER_DISP
Adjust the authorization object D_SOLMANBU with the Bundle IDs for the sessions.
Process Flow
4. 5. Der Kunde de...
1. A Service Level Agreement is defined between you and an IT organization. It covers:
Your IT service quality requirements, for example performance and security
unambiguous and measurable service targets
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communication structures
2. You schedule Service Level Reports based on the Service Level Agreement. You create Service Level Report types. Service Level Report types are templates for Service Level Reports. The Service Level Report types specify the contents and scope of the Service Level Report. 3. You specify the scope of the Service Level Reporting, e.g.:
which business processes and which systems in your solution are analyzed
which checks and alert thresholds you require
how the information is presented in the reports
report types
4. The system creates the relevant Service Level Report sessions, which you can process, to change details or add further information. 5. You send the Service Level Report to the persons responsible.
System Monitoring
Use
The system monitoring monitors the systems in your solution landscape, in real time.
Integration
The system monitoring is based on the Monitoring Architecture concept.
Prerequisites
You have created a solution landscape.You have set-up the RFC connections between the SAP Solution Manager and the satellite systems:You have set the Assign RFC Dest. for System Monitoring flag in the system landscape (transaction SMSY) to Generate the RFC Connection.
Proceed as follows:
1. ...1. Choose the SAP Solution Manager system of your landscape components.2. Select a row.3. Generate your RFC connection in the Clients tab.4. Set the Assign RFC Dest. for System Monitoring flag.
You have entered all required data about Load Balancing in the Solution Manager System Landscape (transaction: SMSY).
Proceed as follows:
...5. Choose the SAP Solution Manager system of your landscape components.6. Generate your RFC connection in the Clients tab.
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7. Specify the RFC Destination Attributes.You have assigned the Solution Monitoring roles to the users.
Procedures
6. ...Set-up system monitoring.Set-up user alerts.Display the alerts in the alert graphic.Reset alerts.
Central System Administration
Use
The central system administration manages tasks for the systems in your solution, centrally. The preconfigured view of your tasks, and the logical collection of the administration tasks help you to handle open tasks.The system generates component-specific administration tasks, depending on the SAP system type.
Prerequisites
You have:● set up your systems in a solution landscape in the SAP Solution Manager.
● set up the RFC connections between the SAP Solution Manager and the satellite systems in your solution landscape.
● assigned the Solution Monitoring roles to the users.
Features
You can:● Set-up tasks for the systems in your solution
● Perform tasks
● Create task logs
● Monitor task plans
● Monitor task status
The system generates component-specific administration tasks, divided into logical areas, depending on the SAP system types.
Activities
1. Set-up central system administration initially. 2. Monitor and process tasks in the Central System Administration Session . 3. Set-up user-specific tasks. 4. Use the graphical display.
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Using Business Process Monitoring
Purpose
Business process monitoring monitors your most important business processes, which can be distributed across complex system landscapes. You can also monitor the interfaces between your business process steps. This enables you to identify critical problems proactively.
Prerequisites
You have: ● created a solution.
● implemented the ST-PI and ST-A/PI plug-ins in your satellite systems.
● set up RFC connections between the SAP Solution Manager and the satellite systems:
● a certification key. Cf.: Note 521820
● configured the Service Desk for integration with the Service Desk,
If you use the Service Level Reporting function, you have set up SAP EarlyWatch Alert in the SAP Solution Manager.
You should have SAP perform the SAP Solution Management Assessment Service (SMA) or a Technical Integration Check (TIC).
Process Flow
1. You become aware of the SAP Solution Manager business process monitoring:○ order the service according to your requirements:
■ in the SAP Marketplace ■ from the SAP Solution Manager Service Catalog
○ You receive an SAP quotation for performing the service.
○ You or SAP analyze your most important business processes, for example to identify the systems and interfaces involved.
If you have performed an SMA service in the SAP Solution Manager, the data is available in the SAP Solution Manager.
2. SAP experts can develop a strategy to monitor your business processes, containing:
○ Solution Support Organization
○ Business Process Documentation
○ Business Process Monitoring
○ Integration and Interface Management
○ Program Scheduling Management
○ Master Data Maintenance
○ Data Management and Archiving
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○ Change Management
○ Key Performance Indicators (KPIs)
3. SAP experts configure your strategy in your SAP Solution Manager. Proceed as follows:4. a. Set-up business process monitoring in the SAP Solution Manager
Business Process Monitoring Session SETUP.
If you have not performed an SMA service, you must put your business processes and business process steps in the Solution Directory.
You activate the business monitoring in a Business Process MONITORING session.
5. b. You monitor the business processes in an SAP Solution Manager Business Process MONITORING session
There is always a SETUP Business Process Monitoring session, and corresponding Business Process MONITORING sessions for each business process which you have configured and generated in the SETUP Business Process Monitoring session.
If you took advantage of the SMA service, the system fills the SETUP Business Process Monitoring session with default values, which you can change.
4. SAP experts develop a service report containing the following data:○ business process analysis documentation
○ monitoring checklist
○ Action plan for subsequent activities
15. 5. The customer sets-up more business processes for business process monitoring.
Job Scheduling Management
Purpose
This application manages and documents the background processing in your entire system landscape. Document the business processes based on each job, and the scheduling of the job in your production system. Specify with which thresholds you monitor the job with SAP Solution Manager business process monitoring. The function documentats your background processing centrally. You can create new documentation and change existing documentation.SAP Solution Manager Job Scheduling Management provides:
Structured job documentation (technical and business) for
Your jobs and their steps.
Your relevant business processes.
Your job scheduling parameters (automatically copied from SAP systems via the BC-XBP interface).
You monitoring parameters (manual copy of Business Process Monitoring session settings).
Problem-handling procedures.
Your contacts for scheduling, monitoring, development and system landscape.
Your Service Desk messages, change requests and issues for tracing.
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Job request via SAP Service Desk message: Documentation of end user background processing change requests, by assigning the message to the job documentation.
Job monitoring is supported by SAP Solution Manager Business Process Monitoring. You also document your configuration centrally, in the Scheduling Management Job.
Prerequisites
You have the SAP Solution Manager, and have configured the Scheduling Management application job.
To use the application optimally, maintain the following data:
1. Document all the background processing jobs in the Scheduling Management job in the SAP Solution Manager.
2. Schedule and release jobs in your production system (transaction SM36/SM37).
3. Put the solutions for the background processing business processes, in the SAP Solution Manager Solution Landscape Maintenance.
4. Configure the solutions for the background processing business processes and business process steps, in the SAP Solution Manager Business Process Monitoring.
Reporting
Purpose
You can use reporting to produce reports about system availibility, Service Desk messages or Change Request Management, across solutions. You can also configure and display reports about SAP Solution Manager system data in the Business Warehouse.
Implementation
You have performed the activities in the SAP Solution Manager configuration: IMG (transaction SPRO).
Integration
Reporting uses data from the weekly EarlyWatch Alert reports and the system landscape maintenance (transaction: SMSY).
Features
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Report types:7. ...
● Solution Reportingsapurl_link_0011_0001_0002
● Bi Reportingsapurl_link_0011_0002_0002
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Services and Support
Purpose
The SAP Solution Manager is a platform for the delivery of services for the following areas:
● Risk minimization
● Optimization of SAP solutions
● Knowledge transfer
Services in the SAP Solution Manager are services which help you to monitor and optimize the performance and availibility of your system landscapes and minimize your system operation risks.
Integration
The component comprises:● the creation of a Service Plan to optimize your production business processes
● Issue Tracking
● Service Connections for SAP Support
Features
The support services comprise:● SAP Safeguarding
● SAP Solution Management Optimization
● SAP Empowering
You can have the support services performed by SAP or perform them yourself:
● Remote Services
SAP experts deliver this service type via a remote connection (SAP Safeguarding Services, e.g. SAP GoingLive Check).
● On-Site Services
SAP staff supports you at your site. Your business processes and system landscapes are taken into account (e.g. SAP Solution Management Optimization Services).
● Self Services
Self Services contain guidelines and recommendations from SAP about how you should optimize, monitor and administer your solution (SAP Empowering Self Services).
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You can create issues directly from services, preserving the link between your services and their problem messages.
Service Delivery
Service Delivery allows you to use the SAP services which support your production systems. You can:
request a service plan from SAP, in which SAP proposes appropriate services for you
create your own services locally, to your requirements accept or reject a service proposed by SAP
The session details let you save session context information, assign service sessions directly to solutions and projects, and display documents.
Note
You can connect the services with Problem Messages (Issues). You can also connect Issues to Planned services.
Prerequisites
You have:
created a solution. set-up a connection to the SAP Marketplace, to order services from SAP. You have configured the data to be sent. Proceed as follows:
1. Choose the transaction SOLUTION_MANAGER.2. Choose Goto Data Send Configuration .
You go to the overview of the configuration for sending data to SAP. Choose the link Solutions
3. Select your solution.
If your solution has a green icon, it is active. Otherwise continue from 4.
4. Select the data to be sent to SAP.5. Save.
The system flags your solution as active.
Process
Option 1: You want to receive a service from SAP:
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1. Refresh your solution master data at SAP. 2. Request a service plan from SAP .3. SAP proposes a service in the service plan.4. Accept or reject the service proposed by SAP.5. If you accept the service, SAP sends you a Service Request.6. The service request is carried out by SAP or another service provider.
A service can comprise several Sessions.
7. At the end of the session, a Session Report is created.
The session report identifies and details issues in your solution.
8. SAP creates an action plan which suggests Tasks whose performance could resolve the (Top) Issues.
9. You can also Request an Expert (Expert on Demand) from SAP, if you cannot perform the tasks yourself.
Option 2: Perform a Self-Service.
Issue Management
Problem monitoring (Issue Management) is an interface between your support organization and SAP Support. SAP Support staff can coordinate their cooperation with you using this function by, for example, suggesting solutions for the problem. With this function, you can monitor problems (Issues and Top Issues) which were identified in a production business process or solution, and must be solved. You can trace the entire lifecycle of your problems (Issues) and their solutions.
Prerequisites
You have assigned the required roles to the users, and created authorization object instances according to SAP note 834534
You have a contingency contract number for Expertise on Demand requests You may have created your own subjects, priorities and status for issues and top
issues. For further information, see SAP note 1019583.
Process
1. You or an SAP support member identify a problem in your solution which requires action (Issue).
2. You or an SAP support member create a new problem (Issue) directly in the SAP Solution Manager Issue Tracking, or from a service. The SAP support member enters his recommendations to SAP Support Services.
3. You contact SAP and order a support service which helps solve the problem (Issue), from the problem (Issue). The link between Issue and service is retained.
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4. The SAP support member or the support team perform the service for your solution landscape, locally or remote.
5. During the service, the SAP support member updates the problem information in the Issue Tracking.
6. You can analyze open problems.7. Implement the recommendations which you have received for the problems.8. Update the problem (Issue) status in the SAP Solution Manager, and close it.
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Service Desk
This component processes internal support messages and can forward them to SAP Support.
Integration
In each project phase, your staff can, for example, in the Blueprint and during the test phase, create messages which you can manage centrally in the Service Desk. Your internal customers (users or reporters) can also create support messages from any SAP system. You process these support messages centrally in the Solution Manager Service Desk
Features
Central Support Message Management
Create support messages directly from any transaction Automatic capture of data of the system in which the support message was
created:o Installation numbero Installed software componentso Operating systemo Transactiono Screen number
Automatic assignment of support message to support level Central message processing in SAP Solution Manager:
o Display customer data, problem description, priority, attached documents, Service Level Agreements (SLA)
o Assign processoro Create notes and messages to the reporter and other processorso Forward message to other processor or support unitso Create documents and URLs o Attach documentso Assign and monitor statuso Create a worklist by selection
Find and import SAP notes
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Search for SAP notes in SAP Service Marketplace Import SAP notes with SAP Notes Assistant
o Automatic corrections in ABAP source codeo Adjust changes to previously imported Support Packageso Display all SAP notes which have been imported by the SAP Notes
Assistant
Internal solution database
You can search your internal solution database for problem solutions. The solution database is delivered without symptoms and solutions. You create the internal solution database with the functions Process Symptoms and Solutions (IS01) and Update Solution Database Index (IS02). For further information about creating your own solution database, see under Solution Database or http://help.sap.com/ -> SAP Customer Relationship Management -> SAP CRM 5.0 -> . Search for “customer service (CS), solution database” -> Solution Database in the Search menu.
SAP Support interface
The Service Desk is an interface between you and SAP Service & Support. You can forward messages to SAP, and get problem solutions, in the Service Desk.
More Information
Using the Service Desk describes the process. For further information about using service transactions, see Service
Transactions.
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Change Management
Change Management in the SAP Solution Manager is aligned to the processes in the IT Infrastructure Library (ITIL), the de facto standard for service management. Change Management aims to perform changes economically, quickly, and with minimum risk.
Features
Maintenance Optimizer
The Maintenance Opimizer leads you through planning, download and implementation of support packages and patches for your satellite system. You can also install enhancement packages with the Maintenance Optimizer.
Manage change requests
Change request management helps you carry out your (maintenance, implementation, template and upgrade) projects in the SAP Solution Manager.
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