SAP Solution Manager Service Desk. ALM Solution Management SAP AG

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1 SAP Solution Manager Service Desk ALM Solution Management SAP AG

2 Disclaimer This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. It contains only planned strategies, developments, and functions of the SAP product and services and does not bind SAP to any particular course of business, product strategy, and/or development. It is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP 2008 / Page 2

3 Service Desk The Central Capability of Incident Management Service Desk Interface Connectivity to SAP managed systems ERP, SCM, SAP Collaboration 3rd party Help Desk 1:n SAP Solution Manager Service Desk SAP CRM 7.0 SAP Solution Manager Service Desk SAP Global Support Backbone & Partner Ecosystem Interoperability with internal SAP Solution Manager capabilities Projects Change Management Root Cause Analysis Test Management BP Montoring Alerts SAP 2008 / Page 3

4 Project Issues Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Create & track issues in design Create an issue message related to the business scenario/process or process step in the Blueprint Create issues and assign them to the tasks of the project members responsible Aggregate issues to a high-level TOP issue and involve SAP experts to resolve them. Create & track issues in configuration Use centalized Service Desk project organization to resolve issues Use reporting to track issues and make the project issues tranparent Allocate issues to the process in early phases, in case they come up again in the operation phase. Make Business Blueprint and Configuration issues transparent

5 Testing Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Log & track test errors Service Desk messages are logged during testing in SAP Solution Manager Test Management Test error resolution has a common process, tracking and reporting. Testing Integration Testing Error while testing Set status of test to error Create a Service Desk message with context of test case Determine route to test case owner Resolve error and return to tester Retest the test case and confirm Service Desk message Test case successfully finished Use Service Desk for central test error resolution

6 Follow-Up Activity to Deploy Changes Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Create follow-up activity to deploy changes to resolve an incident Service Desk message triggers a Change Request. It might be necessary to implement an SAP note or correct coding, to solve an incident or problem. The change is deployed via Change Request Management. The deployment status can be tracked in the Service Desk message. Track back to the initial cause or requestor of a deployed software change The Service Desk can be the input channel for business to request a change, in all SAP Netweaver applications. Incident Solve incident with SAP note Support employee creates follow-up Change Request from incident Change Request confirmed by Change Manager Create a Change Document Implement SAP Note Test changes Deploy in productive system Feedback to support employee/ requester Service Desk as change deployer

7 Incident Management Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Application Incident Management with SAP Service & Support SAP users can create incident messages in an SAP application, or via the web, in the Incident Management work center. Service Desk helps you search for known similar incidents, to solve it. Collaboration with SAP Service & Support or Partner ecosystem is a central function. The root cause analysis infrastructure can be set up and communicated. Business Process Monitoring alerts Business Process Monitoring should focus on business-critical processes. In case of problems the SAP Solution Manager generates alerts to warn, or to escalate to further processes. Alerts can automatically create Service Desk messages, which are routed to escalation managers to resolve the cause of the alert as soon as possible. Application Incident Management guarantees quick incident resolution, increases the availability of the IT solution, and minimizes negative business impacts

8 Service Desk SAP Collaboration SAP customer Support message interaction with SAP Service & Support Integrated SAP Notes search Remote connection activities (open system, secure area, SAP change log) Feedback questionnaire (Positive Call Closure) SAP component-specific questions

9 3rd party Help Desk Interface in SAP Solution Manager SAP Solution Manager offers a bi-directional interface to exchange messages between Service Desk and third party help desk tools or another SAP Solution Manager. SAP Solution Manager Service Desk can be integrated into existing help desk applications. The interface is open, there is no preferred partner tool, although the partner tool must have the corresponding interface. It is based upon web services (simple, flexible and platform-independent), and 3rd party implementation can be certified by SAP. Forwarding a message into another help desk creates a corresponding message there. SAP 2008 / Page 9

10 SAP CRM IT Service Management An integrated solution with SAP Solution Manager Incident Management Problem Management Change Management Billing and Cost Allocation Application Incident Management Knowledge Management Service Level Management Resource Management IBase and Object Management CRM Release 7.0 provides a standard interface to SAP Solution Manager, for Incident Management. Incident messages can be transferred from CRM to the SAP Solution Manager for further processing, e.g. by Global SAP Support. SAP 2008 / Page 10

11 Message Creation Variants Support message in SAP system* Web Frontend (work center) Call/Mail/Fax* System data (online) + context SMSY system data SMSY system data * Message tracking is always possible for user via Web Frontend work center SAP 2008 / Page 11

12 SAP Solution Manager Service Desk Standard Process Customer SAP Business User Incident is recorded Solution Support SAP Service Marketplace Search for SAP Application Solution SAP Notes Database Root Cause Customer Solution Database Forward Problem SAP Support Root Cause SAP Solution Manager Diagnostics Root Cause Solution Solution SAP 2008 / Page 12

13 Incident Process with Software Partner Involvement SAP provides an enhanced partner version of SAP Solution Manager Enterprise Edition SAP Global Support Backbone Customer Partner SAP Solution Manager or SAP Support Portal Incident Process Incident Solved Incident Solved Incident Service Desk Customer creates incident (via SAP Support Portal or own SAP Solution Manager) and sends it to SAP Incident is processed at SAP (optional step) Partner receives incident with SAP Solution Manager and works on solution Partner solves incidents (and interacts directly with customer) SAP 2008 / Page 13

14 New User Interface as of Release 7.0 Incident Management Work Center (1) SAP 2008 / Page 14

15 New User Interface as of Release 7.0 Incident Management Work Center (2) SAP 2008 / Page 15

16 SAP-Supported Frontend Clients Work Center Work center in Web Browser (URL) Work center in SAP GUI (transaction: solman_workcenter) SAP Business Client SAP GUI Business server page (URL) - Create notification for key user Create message in order of key user (transaction: notif_create) Edit messages (transaction: crmd_order) Monitor messages (transaction: crm_srv_report) SAP 2008 / Page 16

17 Incident Management Work Center Central Tasks for End/Key User Create incidents Overview work center ( own incidents ) Reported by team Search SAP Notes Reply (e.g with attachment) Confirm incidents Work Center Capabilities View and filter incidents Notes search Define user queries Personalization (hide/default fields) Service level reporting Link to other work centers Role-specific link bar Central Tasks for Support Organization Create incidents in name of reporter Answer SAP component-specific questions Process incident Forward to SAP Support Open service connection Perform Positive Call Closure Forward to external Help Desk tool Create related Change Request* Create Customer Solution Database entry* Reporting* SAP 2008 / Page 17 *in Expert View (SAPGui)

18 Standard actions in Service Desk Find support team responsible Call Solution Manager Diagnostics Check answers to appl-spec. questions Customer Self-Check Send Message to SAP Open System for SAP Maintain SAP Logon Data Display SAP Action Log Confirm Message to SAP Provide PCC (Positive Call Closure) for SAP Collaboration with SAP Support Create Change Document to Message Creator Print Message Create Solution in Solution Database Customer Support follow-up activities Send to External Service Desk Synchronize with Ext. Service Desk 3rd party integration SAP 2008 / Page 18

19 The SAPGui Service Desk User Interface GUI version of Service Desk messages will still be available in SAP Solution Manager 7.0 SAP 2008 / Page 19

20 Business Partner and User Generation Business Partner Managed system - User System ID: POD 100 User: HSCHMITT BP number: 4812 Name: H. Schmitt Ident: POD_100_... User: HSCHMITT Log-in User User: HSCHMITT Initial Password SAP 2008 / Page 20

21 Business Partner Functions in Application Incident Management Sold-to-party System owner Determination of system (Ibase) assignment Reported by End user or key user who reported or created the support message notification can be triggered manually, or automatically if status changes Support Team Queue which envolves multiple support processors with similar topic (logistic, finance, etc.) or support level (1st, 2nd, 3rd level) Team assignment is maintained with Organization Management Determination by SAP component or other attributes Message Processor Current processor claims the message by entering his BP number Manual forwarding to other message processor Further BP functions can be assigned to a message Every BP assigned to the message has the message in his inbox Authorizations are in SAP Solution Manager roles, not in BP BP configuration is flexible (Determination, Search, Terms, etc.) SAP 2008 / Page 21

22 Application Incident Management - Extension Customers Using SAP Software Configurations and enhancements to the Incident Management process can be activated by customizing, according to the needs of the customer (SLA calculation, Mail notifications, add. status, etc.. Service Desk Best Practice configurations Master SAP Solution Manager Service Desk Customer data (systems, user, authorizations, teams, etc.) must be maintained to start using the Service Desk Preconfigured Service Desk in SAP Solution Manager fulfills basic requirements of Application Incident Management for SAP-related issues. It enables key user-sap collaboration Data SAP 2008 / Page 23

23 Partner Incident - Extension SAP Partners in the End to End Support Process Individual Service Desk configurations can be used on top. Service Provider can activate configurations to enable the Service Desk in a Customer Service Provider SAP collaboration. Software Partner can use the Service Desk to set up E2E support with SAP customers. SAP messages can be received by activating the preconfigured software partner scenario. Service Desk Best Practice configurations Service Provider (VAR) Master SAP Solution Manager Service Desk Data Software Partner Scenario SAP 2008 / Page 24

24 Application Incident Management - Extension Customer Using SAP & Non-SAP SAP recommends that customers who want to set up a full IT Service Management application for their business, using SAP CRM 7.0, transfer their own SAP IT-related issues to the SAP Solution Manager Service Desk. SAP consulting offers a fixed consulting package to enhance the Service Desk with Best Practice scenarios to adapt Service Desk to an ITIL-conform Incident Management process. Customers who want to use Standard Service Desk in SAP Solution Manager to perform Application Incident Management for non-sap related applications, need to extend their software license. The functionality available is the same as in the standard Service Desk. SAP Consulting Solution Service Desk Best Practice configurations Service Desk XT- extended license Master SAP Solution Manager Service Desk Data SAP CRM 7.0 IT Service Management SAP 2008 / Page 25

25 Incident Management - Extension SAP Customers with Existing Help Desk Tool Service Desk Best Practice configurations Master SAP customers with a help desk tool in place, can use the standard web service interface to transfer and synchronize incidents with SAP Solution Manager Service Desk. Service Desk can be the source or the target help desk application. The interface can be used with all other use case scenarios. Service Provider (VAR) SAP Solution Manager Service Desk Data Software Partner Scenario 3rd party Help Desk Tool SAP 2008 / Page 26

26 Best Practices in Service Desk (1) Notification Sends an to end user or team queue. Triggered by a status change. Can be customized on top of the standard Service Desk. It is neccessary to configure the SAP connect settings for the SAP Solution Manager. Customer-specific data fields on additional tab Customers can create further fields that may be necessary to store in SAP database, on an additional tab. Multiple profiles (transaction types) for Service Desk process It is possible to customize different Service Desk profiles: This is useful if the Service Desk is used in more than one use case, for example project and support incidents Individual actions to be performed automatically or manually (e.g. notification) Certain actions can trigger tasks, such as mails, workflows or a function (development of methods). Such actions can be started manually or automatically via conditions. Activation of Service Level Agreements (reaction time, processing time) It is possible to activate service level-based Incident Management. This functionality calculates reaction and processing times based on working hours. SAP 2008 / Page 27

27 Best Practice Configurations in Service Desk (2) Selecting text types to be forwarded to SAP Support The processor can select from the text types used in the message, which texts to transfer to SAP, with an additional action Get Info for SAP. Integration of SAP Workflow to realize complex process flows The standard SAP WORKFLOW can be integrated, so the customer could set up a specific and a more restricted workflow process. This is recommended if functionality of actions is not sufficient. Auto Determination It is possible to route new messages automatically to specific org. teams, by maintaining several orgnizational levels. Activation of substitute message processor in case of absence. In case of absence, the message processor can specify a substitute for a time period. The substitute will then receive all messages of the colleague Customer own Solution Database It is possible to activate a customer solution database. It can be used to store known symptoms and their solutions. Using a Solution Database can increase the resolution quota of 1st level suppport. SAP 2008 / Page 28

28 Automatic Notification Service Desk configuration enables automatic notification at status changes Configurable notifications can be sent automatically when status is changed in a support message Possible communication channels SMS Pager Fax Configured via SAP Connect SAP 2008 / Page 29

29 Create Solution in Customer Solution Database Take over texts SAP 2008 / Page 30

30 Processor Substitution Settings Business Partner relationships: replaces, is replaced by Defined for a specific time period Sends information to user if a business partner who is currently replaced is entered as message processor Substitute sees messages of business partner who he is replacing, in the work center overview SAP 2008 / Page 32

31 Service Desk Best Reading Path 10 steps to become an expert Developer Network Forum -SAP Solution Manager - SAP Notes on component SV-SMG-SUP 10 ALM Overview (Level1&2) 1 2 E2E Operation Standard Incident Management - Process overview & offline Demo 9 3 SAP Solution Manager Training cuuriculum 8 Service Desk Best Practices Galileo Press release 7 /solutionmanager Self Learning Maps - Solution Manager - Operations Application Incident Management Capabilities SAP Help Portal Incident Management online Documentation

32 Service Desk in SAP Solution Manager Summary Integration with SAP Global Support End users can create messages in any SAP system or from a browser All SAP system data and context is collected automatically Best Practice Application Incident Management processes Third-Party integration Rapid implementation for standard functions Integration in ALM core processes Resulting in decreased incident resolution time and reduced downtime through root cause anlysis tools and known issue transparency SAP 2008 / Page 35

33 Business Process Expert Key User System Administrator Key User SAP customer DEMO Build Test Deploy Operate Service Desk Is a central function in SAP Solution Manager, to receive messages from many different sources. It gives the processor of messages a central and common process to analyse the problem, search for resolution, communicate with the reporter, or further processors, and to track the history of an incident or problem. Service Desk is used in different ALM phases with different use case approach

34 SAP 2008 / Page 37 Service Desk in Operate Phase Demo Scenario Offline demo to download in End User / Key User Open message Reply Add attachment Customer Support Processors 1st level Perform RCA Clarification to customer 2nd level SAP Support Confirm solution Forward 2nd level Search SAP Notes Send to SAP Open System for SAP Support Check SAP log Confirm SAP message Give feedback Reply to customer Implement SAP Note (Change Request) Take over solution in Solution Database Remote connection Attach SAP Note Reply to customer

35 Appendix

36 SAP Solution Manager Service Desk Functionality Discover the Service Desk inside SAP Solution Manager 7.0 Introduction of the Service Desk, the concept and function provided. Detailed description of customizing steps, coding examples and practical hints. Presentation of new upcoming scenarios and useful functions to enhance your Service Desk. Benefit from the experience gained from many Service Desk implementations. German edition ISBN English edition ISBN SAP 2007 / Page 39

37 Reporting with SAP Solution Manager BI SAP Solution Manager-internal BI can be used for Incident Management KPIs CRM Service order header 0CRM_SRV_PROCESS_H PROCESS_CATEGORY Category CRM Service Standard Extractors are available to set up BI reporting PROCESS_CODE PROCESS_CODEGR PERSON_RESP POSTING_DATE.. Code Code group Processor responsible Date of transaction. CRM Service order item 0CRM_SRV_PROCESS_I SOLD_TO_PARTY Sold-to party SRV_ESCAL SRV_SERWI PRODUCT_ID.. Reaction time Availability time Product ID. SAP 2008 / Page 41

38 Further information Useful notes: (https://service.sap.com/sap/support/notes) Work Center Configuration Service Desk configuration troubleshooting SAP Solution Manager: SAP Service Desk notes Documentation: SAP Solution Manager Send from Message after Status Change Useful info: SAP component for Service Desk: SV-SMG-SUP Test messages to SAP use component: SV-SMG-SUP- TST SAP 2008 / Page 42

39 Copyright 2006 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iseries, pseries, xseries, zseries, z/os, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to thirdparty Web pages. SAP 2008 / Page 43

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