sap solution manager – overview service & support product management, sap

SAP Solution Manager – Overview

Service & SupportProduct Management, SAP

SAP Solution Manager: The New Service & Support Infrastructure

Consider…

Heterogeneoussolutions

Heterogeneoussolutions

Business processes Business processes

Different locations Different countries Different languages Different time zones Central vs. distributed

Globaloperations

Globaloperations


Different applications Different technologies Different vendors

Business processes Business processes Global

operations Global

operationsHeterogeneous

solutionsHeterogeneous

solutions

Consider…

Point-to-point integration Custom-made solutions

Risk Different applications: “Do your core business process owners have an overview of their core business process across applications?“

Risk Different technologies: “Who has the skills to understand and handle all the different technologies your solution is based upon“

Risk Point-to-point integration : “Who are the responsible persons for the increasing number of interfaces and do they know the business impact of their actions?“

Risk Custom-made solutions :“Can you perform upgrades without endangering the stability of your solution?“


Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice

Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice

Consider…

Business processesBusiness processes Global

operations Global

operations Heterogeneous

solutions Heterogeneous

solutions

Do you know which business process step runs on which system?

Do you know the responsible persons in case of problems?

Does your IT Department know how its daily work affects your business processes?


SAP Solution Manager: The New Standard

SAP Solution Manager is a new Service and Support

platform that introduces a new dimension of collaboration

between customers, partners, and SAP.

SAP Solution Manager enables customers to successfully

implement, operate, and support their mySAP solutions

with special focus on their core business processes.

SAP Solution Manager: SAP's New Standard For Service Deliveryand Support

SAP Solution Manager: SAP's New Standard For Service Deliveryand Support


Why "SAP Solution Manager"?

Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems

A Necessity to Support Distributed Systems

Lower the Total Cost of Ownership

Service and tool platform to optimize implementation, GoLive and operations

Safeguarding -> Minimizing Risk Empowering -> Knowledge Transfer, Optimizing the Organization Optimization -> Performance, Application Integration, Data

Volumes, System Administration


SAP Solution Manager Features

SAP Solution Manager is the central platform for efficient implementation and operation of SAP solutions

Central monitoring platform SAP Service Level Management, SAP System Monitoring, SAP Business Process

Monitoring, SAP Central System Administration

Onsite platform (SAP Web AS based) to support key implementation activities

Framework and technical infrastructure for service delivery On-Site (Consulting), Remote, SAP Self Services

Central platform to access all relevant information from SAP SAP Service Marketplace

Central Integration of service and support tools SAP Note Assistant, Microsoft NetMeeting, SAP Support Desk


What is the SAP Solution Manager?

The SAP Solution Manager...

is a technical Add-On component delivered with SAP Standard Support

is connected to all of the systems and components that you want to manage in your entire solution landscape

should be installed on top of SAP Web AS 6.10/6.20

should reside on its own separate server or instance


SAP Solution Manager – Central Platform

Customer's System Landscape

SAP Service Marketplace

3.1I3.1I

SCMSCM

CUSCUS

FVSFVS4.6C4.6C

PLMPLMCRMCRM

4.6C4.6C

Solution Landscape PRD

3.1I3.1I

4.6C4.6C

CRMCRM

4.6C4.6C

FVSFVSSolution Landscape QAS

Solution Landscape DEV

CUSCUS

CUSCUS

SAP SolutionManager

SAP Support Data Collectors

Integrated Testing

Solution Monitoring

Service DeliveryProcess-oriented

configuation


SAP Solution Manager - Implementation

SAP Solution Manager is the customer platform for efficient implementation of SAP solutions

On-site platform to support key implementation activities Including key AcceleratedSAP (ASAP)/ValueSAP concepts

and tool features Enhanced concepts to encompass the specifics of mySAP

Business Suite implementations Integrated platform to support implementation and operation

of SAP solutions


SAP Solution Manager – Functional Implementation

SAP Solution Manager in Implementation

Configuration

Project definition

Define Business Blueprint

ProjectPreparation

BusinessBlueprint Realization Go Live &

SupportFinal

preparation

Customizing synchronization

Set up of DEV

landscape

Authorization

Datatransfer

End user Training and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCrossfunctions

Pro

ject

acti

vit

ies

Issue Tracking / Monitoring / Reporting

DevelopmentsDefinesystem

landscape

Tool support availableNo explicit tool support available


SAP Solution Manager – Handover to Operations

SAP Solution Manager

Functional ImplementationFunctional Implementation

Technical ImplementationTechnical Implementation

Implementation of OperationsImplementation of Operations SAP Support Desk SAP Support Desk

Services for OperationsServices for Operations

SAP Solution MonitoringSAP Solution Monitoring

Providing tools, content,

procedures and services

to implement and operate

your mySAP Business Suite

Customer Platform for Implementation and Operation of mySAP Business Suite

Implementation Operations


Solution LandscapesSolution Landscapes

SAP Solution Manager – Solution Landscapes and Sections for Operations

SectionsSections

Note: Access to IndividualSolution Landscapes can be

Controlled with Authorizations!


SAP Solution Manager Operations Sections

Predictive and Proactive Services

Services

Predictive and Proactive Services

Services

Best Practices for SAP Solution ManagementBest Practices for SAP Solution Management

Optimization Services (SMOs)

Optimization Services (SMOs)

Services and best practices – SAP’s expert knowledge for SAP Solution Management and continuous optimization


Ordering Services and SAP Self-Services

Order Services through direct links to SAP Service Marketplace

Order Services through direct links to SAP Service Marketplace


Service Delivery through EarlyWatch Alert

Customer

SCMSCM

CRMCRM

4.6C4.6C

Solution Landscape

SAP

SAP EarlyWatch Alert

Red alert triggers message at SAP

Service Delivery by SAP Service Engineervia RFC connection (remote delivery)

SAP EarlyWatch Check *

SAP SolutionManager

* up to 2x / year included in maintenance

SAP SolutionManager


Service Level Reporting - Overview

Service Level Reporting

Service Level Reporting is used to measure and communicate the agreed service goals defined in the Service Level Agreements

Is triggered regularly, for example once a week or month

Is aimed at different areas of management (IT and application management)

Can be configured simply and without expert knowledge

Based on EarlyWatch Alert knowledge engine

Evaluates key performance indicators (KPI) and derives management-level recommendations from them

Generates pre-configured recommendations that can be individually tailored and extended

Facilitates forecasting

Is linked to relevant SAP services


Service Level Reporting – Customize Report

Select Process Steps to Analyze

Select Process Steps to Analyze


Service Level Reporting - Workflow Example

Alert OverviewAlert Overview

Alert detailsAlert details

Service recommendationsService recommendations

Link to SAP Service CatalogLink to SAP Service Catalog


Monitoring

Solution Monitoring

Service Level Management

Service Level Management for

periodic cross-system reporting

including business processes

SAP System Monitoring

Real-time monitoring of business processes and system components based on the CCMS infrastructure

SAP Business Process Monitoring

Based on the core business processes of a customer‘s mySAP.com solution



All components in a Solution Landscape

Different views Software, Hardware,

Business Processes

Linked to CCMS Monitoring Architecture

Configurable Extendible

Linked to service & support procedures

Best Practices for SAP Solution Management Tasks

Business process-oriented



Alert overview

Instances overview

Analysis method

Open task overview

Task details

Alert graphics

Note: “Branching” tosatellite systems may be

password protected!


SAP Business Process Monitoring / SAP Interface Monitoring

Linked to SAP System Monitoring

All components in a solution landscape related to the business process

Linked to single monitoring alerts

Configurable


SAP Business Process Monitoring

Alert overview

Alert Graphics

Single Monitoring Alerts

Monitoring Session


SAP Interface Monitoring

Alert Graphics

Single Monitoring Alerts

Detailed Analysis


SAP Support Desk – Functions

Customer internal message handling (Support Messages) Messages created within the user's work environment Automatic collection of system and context data

Manage SAP Notes efficiently Integrated SAP Notes Search through the SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant

Customer Solution Database Build up your own Q&A Database (3.1 version)

SAP Support Integration Send support message to SAP Receive status updates and solution within SAP Support Desk

SAP Remote Support Integration Microsoft NetMeeting for application sharing between end users, SAP

Solution Manager power users and SAP Support back office experts


SAP Support Desk – Support Process

SAP SupportSAP Support

mySAP Workplace

CustomerCustomer

SAP ServiceMarketplaceSAP ServiceMarketplace

SAPSAP

SAP Solution Managers

1

Creates ProblemMessage

Provides Solution

Find Solution

3

Forward Problem Message

Provides Solution

4Provides Solution

2Search for Solution

Customer‘sSolution Database

Notes DatabaseService ProductsEmpowering DB

End UserEnd User SolutionSupportSolutionSupport


Working with SAP Support Desk – Create Message


Working with SAP Support Desk – System Data Content


Working with the SAP Support Desk – Message Handling

Show and Open Messages

Show and Open Messages


Working with the SAP Support Desk – 3.1 version

For example:- Add internal note- Enter ‘Information for SAP’

For example:- Add internal note- Enter ‘Information for SAP’


Working with the SAP Support Desk – 3.1 version

Service Process with - SAPNet Message details and - SAP System data

Service Process with - SAPNet Message details and - SAP System data


Working with the SAP Support Desk – Solution Database

Search in Solution

Database

Search in Solution

Database


SAP Support Desk – Contact End User

Contact end user

Contact end user


SAP Support Desk – Additional Features

Search for SAP Notes, or

Forward to SAP

Search for SAP Notes, or

Forward to SAP


Working with SAP Support Desk – SAP Note Assistant

Start SAP Note

Assistant

Start SAP Note

Assistant


SAP Support Desk 3.1 Functionality

New SAP Support Desk functionality on SAP Solution Manager 3.1 SAP Support Desk functionality will be powered by mySAP CRM 3.1

based on SAP Web AS 6.20 This offers a state of the art call center / message handling

environment This replaces the SAP R/3 4.6C Support Desk Smart Implementation for SAP Solution Manager and mySAP CRM

3.1 for message handling will be available Training and Services will be offered for implementation and

customizing

Planned functions Business process-specific context data collection Integration with billing and controlling functionality Advanced reporting via BW


SAP Solution Manager - Benefits

Benefits using SAP Solution Manager in Implementation Central point of access and support of key implementation activities Process-driven Blueprint, Configuration and Testing approach Standard scenarios provided through Business Process Repository Central repository to store project documentation and issues Unique automated customizing distribution facilities Project monitoring / reporting capabilities Supportive features for Global Template/Rollout approach Services aligned to assure GoLive and smooth operations of the customer solution

Benefits using SAP Solution Manager in Operations Reduction of operational costs (TCO) to an acceptable level Customer satisfaction increasing performance Service Level Management / Reporting Application Management / Monitoring (reduction of system downtime) SAP Self-Services (SAP EarlyWatch Health Check, SAP SQL Analysis Check) Best SAP Support with integrated SAP Support Desk


SAP Solution Manager – Release Strategy at a Glance

01/2003 04/2003 07/2003 10/2003

SAP Solution Manager 2.1 (on SAP Web AS 6.10)

SAP Solution Manager 2.2 (on SAP Web AS 6.20)

Eo

S:

Recommendations for our customers: - New Installations: 2.2- Existing Installations: 2.2 for advanced SAP Business Process Monitoring and/or to support implementation projects Otherwise 2.1 is also feasible (operations functions only.)- If advanced SAP Support Desk functionality is needed: SAP Solution Manager 3.1 -Unrestricted shipment of SAP Solution Manager 3.1 (GA release) will start after successful Ramp-Up

SAP Solution Manager 2.1 (on 4.x)

SAP Solution Manager 2.1 (on 4.x)

04/2004

SAP Solution Manager 3.1/CRM – Web AS 6.20

31

.03

.03

31

.03

.04

31

.03

.04

31

.10

.03

31

.10

.03

Eo

M:

Eo

S:

Eo

M:

Eo

M:

EoS: End of ShipmentEoM: End of Maintenance Unrestricted shipment Restricted shipment

Ramp-Up Phase

Implementation technology and content included


SAP Solution Manager Services and Training

SAP Solution Manager Starter Pack - technical installation of the SAP

Solution Manager and onsite training sessions delivered by certified experts (SAP/Partner)

SAP Solution Manager Enabling Service for basic set up of SAP Solution

Manager (ready for Service Delivery) covered by SAP Standard Support

Workshop TSLM10 for technical installation and features

Course SMI310 SAP Solution Manager - Implementation tools in detail

3 days class based on SAP Solution Manager 2.2 release

Workshop ADM106 for Advanced System Monitoring with SAP Solution

Manager

SAP Solution Manager – Learning Maps at alias: www.service

.sap.com/rkt-solman Role specific (application consultant, project manager, ...) eLearning

General "Getting started" information to prepare for a project

Onsite Usage Workshop: on demand


SAP Solution Manager - Costs

Costs covered by maintenance agreement SAP Solution Manager Add-On CD

License for SAP Web Application Server 6.20 (exclusive use for the SAP Solution Manager)

License for SAP DB

SAP Solution Manager Enabling Service - Remote activation of SAP Solution Manager

The following items may incur costs Hardware* (note that the SAP Solution Manager also runs on a separate instance on

the same hardware)

Database (database license and maintenance costs may apply depending on agreement with customer's database vendor)

Training for the SAP Solution Manager

Maintenance of system landscape in the SAP Solution Manager

System maintenance

* For further information refer to www.service.sap.com/solutionmananger >> Get and Install >>Technical Requirements


Additional Information

SAP Solution Manager PPTs: SAP Solution Manager – Overview

Implemantation at a Glance

Use in Ramp-up

SAP Solution Manager - Tutorial

SAP Solution Manager - Online Help (on tool CD)

SAP Solution Manager - Installation Guide (alias: instguides)

SAP Solution Manager - Learning Maps: RKT-SOLMAN

Important Links on SAPNet / Service Marketplace: SAP Solution Manager - Homepage: http://service.sap.com/solutionmanager

SAP Solution Manager - Best Practice: http://service.sap.com/solutionmanagerbp

SAP Solution Manager - Learning Maps: http://service.sap.com/rkt-solman

SAP Solution Manager - StarterPack: http://service.sap.com/servicecatalog

Latest Implementation Roadmaps: http://service.sap.com/roadmaps

SAP Note (Release Strategy – Solution Manager): 0394616

SAPNet R/3 Front-End: SV-SMG-*

SAP AG 2002, SAP Solution Manager 42


Q&A

Questions?

sap solution manager – overview service & support product management, sap

Documents