LEARNING POINTS. ▫ Learn how SAP Solution Manager provides the
infrastructure to deliver IT Service Management across the entire organization.
IT Service Management in SAP Solution Manager, Value Beyond IT Nathan Williams Enowa
LEARNING POINTS
Learn how SAP Solution Manager provides the infrastructure to deliver IT Service Management across the entire organization Understand how the new CRM Web UI improves user acceptance and increases ease of adoption Explore 10 best-in-class features shared across all ITSM scenarios Gain insight on critical considerations, best practices, and lessons learned when implementing (or upgrading to) SAP IT Service Management
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
Objective: Run IT Like a Business Traditional IT
IT Service Management
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Technology-Driven
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Process-Driven
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Centralizing Operations In-House
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Distributing and Outsourcing Operations
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Reacting to Incidents
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Proactively Preventing Problems
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Deploying One-Off Solutions
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Deploying Repeatable Solutions
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Thinking About Your Users
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Thinking About Your Customers
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Introducing Informal Processes
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Enforcing Best Practices
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Focusing on IT Perspectives
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Focusing on the Business Perspective
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Fighting Fires
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Preventing Issues
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Isolating Support in Silos
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Integrating Support Enterprise-Wide
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Operational-Specific
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Service Orientation
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Business operations disrupted
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Efficient support of the business
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Customers are not supported properly
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Happy customers
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Ad hoc support with lots of emergencies
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Strategic services deliver reliability
ITSM Scenarios in SAP Solution Manager
Application Incident Management
Incidents Problems Service Requests Tasks
All messages processed via the IT Service Desk in the SAP Solution Manager CRM Web UI
Normal Changes Urgent Changes
Change Request Management
Defect Corrections Administration Changes General Changes
Knowledge Management
ITIL-compliant service and support processes built into SAP ITSM Knowledge Articles
ITSM Architecture: Scenario Integration
The Business Case for SAP ITSM
SAP Solution Manager supports the entire customer solution, even beyond SAP User acceptance and adoption rates trend upwards Tools and documentation are available for quick setup Standard ITSM scenarios are pre-configured
ITSM spans across the entire organization, not just IT Fully integrated into all phases of the application lifecycle You already own it
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
The Single Source of the Truth
IT services are not only delivered only after go-live SAP ITSM integrates into all phases of the application lifecycle Not mandatory, but highly recommended to leverage ITSM throughout all ALM phases Drive towards SAP Solution Manager being the single source of truth for ALM at every phase
Business Process Hierarchy Integration
Business Blueprint and Configuration activities may require the initiation of an Incident or Test Case Error message Transaction SOLAR01 – Business Blueprint Transaction SOLAR02 – Configuration
Integrate ITSM into Design phase activities Blueprinting, document management, etc.
Integrate ITSM into Build phase activities Configuration and development management The Business Process Hierarchy brings a process-oriented method to managing Design and Build phase activities. Integrating SAP ITSM into these activities furthers the single source of truth concept.
Build/Design Phase Integration: How it works
1. Create the message from SOLAR01/02
2. Complete and send the Create Support Message form
3. Receive and process the message in the CRM Web UI
Test Phase Integration: Test Workbench
Errors associated with testing can be created by the tester and processed in ITSM Test Case Errors are new as of SAP Solution Manager 7.1 Transaction type SMDT
Incidents previously created outside of the Test Workbench can be assigned to test cases
Pre-requisites •
Project created in SOLAR01
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Test objects and scripts assigned to BPH
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Test plan created based on BPH
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Test packages generated based on test plan scope
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Testers assigned to test packages
Test Phase Integration: How it works
1. Locate test package and test case in the Test Management Work Center
2. Select Run 3. Select Create
4. Complete and send message form
5. Receive and process the message in the CRM Web UI
Test Phase Integration: How it works cont. Or Option 1: •
Create Incidents (SMIN) or Test Case Errors (SMDT) from the Test Case
Option 2: •
Tie Case to Incident to maintain traceability
Option 3: •
Assign previously created incidents to Test Case
Operation/Optimization Phase Integration
Incidents are raised based on alerts generated from SAP Solution Manager monitoring Incidents can be created via two methods Follow-ups Manually from the monitoring Work Center
Automatically Based on organization-defined parameters Monitoring Scenario Technical
Purpose •
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Business Process
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To improve the performance and health of SAP systems regardless of landscape size or complexity Provides dashboards to access logs, metrics, graphs associated with analyzing performance data related to monitoring your entire SAP landscape To proactively monitor core business processes to detect and resolve problems before the business is impacted To ensure that mission-critical business processes operate smoothly
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
The 7.1 Challenge: Amplify User Adoption
Yesterday’s SAP Solution Manager UI resulted in mixed user acceptance rates Using the SAP GUI as an end-user or non-SAP user is not as intuitive as a Web-based application Work Centers provide some relief, but processing still occurs in the SAP GUI
Transaction CRM_DNO_MONITOR for 7.0 search and reporting
The 7.1 Solution: Web UI Based on CRM 7.0
A state of the art Service Desk is presented in a simple, flexible, and easy-to-navigate interface Broad personalization capabilities across all ITSM scenarios Overcomes challenges with user acceptance and training Work Centers are no longer necessary for Service Desk and ChaRM functions!
Web Self-Service Platform for the Business Personalize your UI:
Access the Knowledge Management Database
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Set password
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Add contact data
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Change layout/UI theme
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Etc.
Create new Incidents and Service Requests
Search and report on your own messages
Access most recent transactions
Guided Procedures for Message Creation
End users can quickly create Incidents and Service Requests using an easy-to-follow procedure Only the critical message data is required in order for the message to be routed to Level 1 support
Assign the Business Role SOLMANREQU to the end users to launch guided procedures to create Incidents and Service Requests
A Dedicated UI for Level One Support
Business role SOLMANDSPTCH allows L1 support to communicate back to users, search for solutions, dispatch, and update
A Comprehensive UI for ITSM Professionals
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
Multi-Level Categorization
SAP-Related
Non-SAP-Related
Flexible means to classify SAP and non-SAP messages Knowledge articles determined based on values Facilitates detailed analytics Up to 10 levels!
Text Management
Use text templates (local or global)
Adjust amount of data in the text area
Filter on specific text types
Large view for text log history Before
Displays system details Rich text formatting
Time Recording
Allows support teams to quickly record their processing time Configured based on organizational-specific metrics Activity types E.g., Analysis, support, consulting
Time recording reminders Initial time unit value
Easily integrated into existing IT Service Desk solutions
Service Level Management
Manage and monitor Service-Level Agreements (SLAs) at the message level Alert stakeholders of service and response violations Helps to support contractually agreed-upon SLAs Available out-of-the box, mostly pre-configured Must be aligned to organizational requirements
Service-Level Management helps ensure that the business is receiving optimal, agreed-upon service delivery from the IT organization
Service Level Management UI Options
1. Details Assignment Block
2. SLA Assignment Block
3. Dates Assignment Block
Knowledge Articles
Create Knowledge Articles as “follow-ups” to messages Provide the reason and/or solution to the message Helps to speed the resolution of similar messages Define Knowledge Article details
Link to Related Transactions
Knowledge Articles cont.
Knowledge articles with the same categorization as a particular message can be proposed when choosing “Find Knowledge Articles”
E2E Traceability Across ITSM Processes
Related messages are manually and automatically recorded across ITSM messages Relationships and Related Transactions assignment blocks
The links to related messages are automatically updated by the system throughout message processing
Document Attachments and URLs
Link to existing documents within the Knowledge Database content Upload documents from local hard disk
Attachments and URLs saved to Attachments assignment block Advanced document management functions available Folders to organize attachments, check-in/out functionality, where-used lists, version control
CRM Web UI Email Generation
Send emails as follow-up documents from all ITSM transaction types directly within the CRM Web UI
The email contains description and text data of the message The email is linked to the message in Related Transactions You are still able to use PPF email sending actions They must be configured in the 7.1 profiles (i.e., SM*)
Mobile Applications for SAP ITSM SAP IT Change Approval for iPhone and iPad
SAP IT Incident Management for iPhone and iPad
100% pre-configured functionality with standard applications available with SP06 (Enterprise Support)
Approve and reject requests for change
Create incidents
View assigned requests for change (Change Manager)
Attach photos to incidents
View processing status
Reply to and confirm incidents
Display and sort requests by status, priority, and date
Display information (e.g., scope, approvers, text log, and attachments)
IT Service Management Analytics
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
ITSM Configuration Roadmap
One roadmap for implementing Application Incident Management and/or Change Request Management Use SOLMAN_SETUP as your starting point Most configuration activities are also available in the SAP Solution Manager Reference IMG Complete SOLMAN_SETUP
Copy new Transaction Types and Profiles
Adapt Profiles (Action, Status, Date, Text, etc.)
Define Copy Control Rules for new Transaction Types
Perform Web UI Configuration
Customize new Functions
Adapt User Authorizations and Roles
ITSM Available for Testing
ITSM SOLMAN_SETUP Activities
Provides wizards, accelerators, and documentation to quickly enable post-installation and scenario-specific tasks Post-installation activities require strong technical background Many ITSM configurations not required through SOLMAN_SETUP, but highly recommended
Preserve SAP-Delivered Transaction Types
To ensure changes will not be overwritten during maintenance and upgrades SAP support typically requires standard transaction types when troubleshooting customer messages Also, copy dependent customization (e.g., partner determination, text determination, status schema, etc.)
Copy standard ITSM transaction types into a Z* or Y* customer namespace E.g., SMCR ZMCR
Transaction Copy Tool Copy transaction type and profiles
Update a previously copied transaction type
Display technical details of transaction type
All configurations stored in a transport request Available directly within SOLMAN_SETUP IT Service Management Also via AI_CRM_CPY_PROCTYPE Only transaction types created with the Transaction Type Copy tool can be automatically updated
Role Concepts: Business & Authorization
Each ITSM end user will require specific Business Roles and Authorization Roles You must define this concept based on job duties and responsibilities
Web UI: Personalization & Configuration
Personalization
Configuration
Local to the ITSM end user
Administered by the end user
Globally impacts all ITSM end users
Personalization dialogs, drag and drop, CRM Web UI theme
Adding fields
Hiding fields
Changing field properties (i.e., making a field mandatory)
Favorites, saved searches, assignment block organization
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
Impacts to CRM 7.0 Configuration
Transaction types All new transaction types are delivered with release 7.1
User interface 7.1 transactions and their related functionality are available only in the CRM Web UI Search and report on 7.0 transaction types in the new UI
Messaging capabilities New ITSM capabilities are offered strictly within the new infrastructure
Migration restrictions No automatic data or configuration migration strategy You must deploy a strategy to effectively transition to 7.1
Four Reasons to Transition Now
No new innovations deployed on the 7.0 infrastructure Recommended to invest in 7.1 ALM or Run SAP Like a Factory initiatives going forward
No upgrade prerequisites Perform the technical upgrade in one shot with minimal downtime
Stability and availability Thousands of customers have upgraded and are using ITSM
Ease of use Simple and intuitive navigation promotes greater user acceptance across the entire IT organization
Upgrade vs. Install: How do I Decide?
If you have data to protect, it is strongly recommended you upgrade Fresh installations should be considered if SAP Solution Manager is used for very basic purposes Upgrade to 7.1
New 7.1 Installation
If you have existing SAP CRM 5.0-based documents (or data related to other scenarios)
If SAP Solution Manager is used for basic purposes
“Old” documents still available for processing (SAP GUI)
Basic monitoring, generating installation keys, downloading maintenance, etc.
Configuration that has been copied into the customer namespace is preserved
Also considered for “fresh start” initiatives
“Old” documents can be searched for and reported on in the CRM Web UI
Review hardware requirements
Best Practices for Landscape Design
Each customer’s SAP Solution Manager strategy will vary, which determines the landscape strategy and capacity We recommend, at minimum, a 2-tier SAP Solution Manager landscape to facilitate implementation and testing activities
Hardware and Sizing Recommendations
Scenario A: No additional hardware investment needed No plans to build upon current architecture Configuration of data, scenario deployment/expansion, large volume of new users
Adding a small number of additional managed systems and users
Scenario B: Hardware review recommended Significant scope increase across environment Scenarios (Technical Monitoring, SAP ITSM, Documents, etc.) Users (e.g., 5,000+ users to support full ITSM rollout) Managed systems (e.g., to support monitoring, ITSM, etc.)
Strategically Plan a Transition to 7.1
Transition Phase Strategies: Four Options Option 1: Parallel Operation of Transaction Types
Before Transition
Create and Process “old” transaction types
Beginning of Transition
End of Transition
After Transition
Remove “create” authority (authorization object CRM_ORD_PR) for 7.0-based messages
Close all old messages
Remove old transaction types from DNO_CUST04 when you are completely finished
Allow “create” authority only for 7.1based messages
Remove “change” authorization for 7.0based messages
7.0-based transaction types are no longer processed
Add new transaction type to DNO_CUST04 Use field “PROCESS_TYPE” so it will be the default for new transactions Assign old transaction types to field “PROCESS_TYPE_ADD”
Old messages can be viewed, but no longer changed
Transition Phase Strategies: Four Options
Option 2: Close Everything 7.0 Related Prior to the Upgrade
For organizations who no longer want to support (process) 7.0 transactions after the 7.1 upgrade Beneficial for systems with a minimum number of open 7.0 transaction types Technical upgrade must be planned carefully to minimize ITSM downtime
Transition Phase Strategies: Four Options
Option 3: Manual Data Migration
Ideal for customers who want to use the 7.1 functionality, but still require processing effort for “old” transactions Requires manual data entry into 7.1 transactions
Attachments Text types (descriptions) General data Status value advancement
Brings value quickly, but can be tedious
XX Option 4: Maintenance Cycle Takeover Shift Old Maintenance Cycle (SDMN) to the Completed Phase
Create New SMMN Maintenance Cycle
Unfinished and Existing Change Transactions Taken Over
SMMN Now Controls and Processes SD* (ZD*) Transactions
New Change Transactions SM* (ZM*) Created
Use the Takeover feature with Option 1 for a hybrid approach! 7.0 Maintenance Projects are stored in table /TMWFLOW/OLDPROJ After the upgrade, you have the option to enter new projects in table /TMWFLOW/SWITCH. This will spawn 7.0 transaction types when generating a task list and cycle transaction.
Agenda
IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up
RETURN ON INVESTMENT
You already own it SAP Solution Manager is included as part of your maintenance / license agreement with SAP Enterprise Edition provides support beyond SAP
BEST PRACTICES
Change Control Management in SAP Solution Manager leverages best practices for transport management
Transport of Copies Enhanced CTS (CTS+) Retrofit Cross System Object Lock (CSOL) Downgrade Protection Reporting
KEY LEARNINGS
IT Service Management in SAP increases the quality of IT services delivered to the business IT Service Management supports the entire customer solution Web-based user interface improves end-user satisfaction New transaction types must be adopted in order to leverage the benefits of 7.1 You need a solid strategy if you plan to upgrade from 7.0 to 7.1 with ChaRM already deployed Now is the time to establish a 2-tier (at minimum) Solution Manager landscape It is now much more difficult to make a business case for third-party IT Service Management tools
Available Now from SAP-PRESS.COM Up to date (SP07) Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk) Explore the features and components of ChaRM and AIM that set them apart Benefit from practical advice and best-practice tips and tricks
How to contact me:
[email protected] Twitter: @SolManhattan
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