ITIL ver.2011 with SAP Solution Manager

Transcription

1 <White Paper> <SAP Solution Manager > Document Version: PUBLIC ITIL ver.2011 with SAP Solution Manager 15 ITIL Pink Elephant certified processes mapped with SAP Solution Manager capabilities

2 Typographic Conventions Type Style Example Example EXAMPLE Example Example <Example> EXAMPLE Description Words or characters quoted from the screen. These include field names, screen titles, pushbuttons labels, menu names, menu paths, and menu options. Textual cross-references to other documents. Emphasized words or expressions. Technical names of system objects. These include report names, program names, transaction codes, table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE. Output on the screen. This includes file and directory names and their paths, messages, names of variables and parameters, source text, and names of installation, upgrade and database tools. Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system. Keys on the keyboard, for example, F2 or ENTER. 2

3 Document History Version Date Change 1.0 < > <Initial version > 3

4 Table of contents 1 Financial Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Service Portfolio Management ITIL Requirement SAP Solution Manager Approach Best Practice Process ITIL Process Integrations Service Catalog Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Service Level Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Capacity Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Availability Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Change Management ITIL Requirement SAP Solution Manager Approach

5 7.3 Best Practice Process Feature and Function Highlights ITIL Process Integrations Service Asset and Configuration Management ITIL Requirement SAP Solution Manager Approach Best Practice Process ITIL Process Integrations Release and Deployment Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Knowledge Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Incident Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Problem Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Request Fulfillment ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations Event Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights

6 14.5 ITIL Process Integrations IT Service Continuity Management ITIL Requirement SAP Solution Manager Approach Best Practice Process Feature and Function Highlights ITIL Process Integrations

7 1 Financial Management 1.1 ITIL Requirement The objective of ITIL Financial Management for IT Services is to manage the service provider's budgeting, accounting, and charging requirements. The table below describes the FM subprocesses and their objectives: Subprocess Financial Management Support Financial Planning Financial Analysis and Reporting Service Invoicing Objective Define the necessary structures for the management of financial planning data and costs, as well as for the allocation of costs to services. Determine the required financial resources over the next planning period (IT budget) and allocate those resources for optimum benefits. Analyze the structure of service provisioning cost and the profitability of services. The resulting financial analysis allows Service Portfolio Management to make informed decisions when making changes to the service portfolio. Issue invoices for the provision of services and transmission of the invoice to the customer. The following roles and responsibilities occur in Financial Management: Role Financial Manager (Process Owner) Description The financial manager is responsible for managing an IT service provider's budgeting, accounting, and charging requirements.

8 1.2 SAP Solution Manager Approach To depict the Financial Management ITIL process in SAP Solution Manager, SAP ERP is used as a CMDB. Several business scenarios are used. The table below describes the SAP Solution Manager approach for each of the ITIL Financial Management subprocesses: Subprocess Financial Management Support Financial Planning Financial Analysis and Reporting Service Invoicing SAP Solution Manager Approach Pricing and billing is provided by the SAP Solution Manager pricing module and the billing engine. The framework for planning and analyzing financial data and costs is provided by the Controlling (CO) module of SAP ERP. This also includes the allocation of costs to services. Capital costs and depreciations are calculated by the Asset Accounting module of SAP ERP. The framework for planning and analyzing financial data and costs is provided by the Controlling module of SAP ERP. This also includes the allocation of costs to services. The framework for analyzing actual financial data and costs is provided by the Controlling module of SAP ERP. This also includes the allocation of costs to services. Service confirmations can be used to document the usage of services and spare parts. Actual times are automatically transferred to the time sheet CATS first and then to the Controlling object (internal order or profitability segment). The actual use of spare parts is transferred to the Materials Management (MM) module first and subsequently to the controlling object (internal order or profitability segment). Service Process When creating a service process in SAP CRM, the characteristics relevant for CO must be extracted. This information is used to create a Controlling object for this service process. Service Contract When creating a service contract in SAP CRM, the characteristics relevant for CO must be extracted. A CO object for the service contract and its characteristics is also created. Actual Confirmation An actual confirmation has no reference to a service process or service contract. Therefore, in the case of an actual confirmation, the Controlling-relevant characteristics must be extracted directly from the confirmation and transferred to CATS/MM together with the data necessary for posting. A Controlling object with the relevant characteristics is then created directly for the actual confirmation. Further information concerning the Controlling integration can be found under the following links: a1553f6/content.htm?frameset=/en/46/ ca4e a155369/fr ameset.htm 34c487fe6/frameset.htm /frameset.htm Several invoicing scenarios are covered by SAP Solution Manager:

9 Billing After Contract Release The order quantity for the contract is billed once the contract is released. Transaction-Related Billing According to Order Quantity The order quantity is billed for a transaction, for example, a credit memo request resulting from a complaint. Transaction-Related Billing After Completion The order quantity is billed once a transaction (usually a service order or a service confirmation) is completed. Further information about billing can be found at the following links: 000a155369/frameset.htm a155369/content.htm?frameset=/en/46/5501d091441ca4e a155369/fr ameset.htm 1.3 Best Practice Process The deep integration between SAP Solution Manager and 1. An end user requests a service from the service catalog. 2. A service order is created for this customer. A service contract (of type SLA) exists for this customer and is automatically assigned to the service order. 3. The service is performed and actual consumption of resources is documented in a service confirmation. Actual costs and revenues, along with the relevant characteristics, are posted to the Controlling object internal order. From there, they can be transferred to CO module for profitability analysis. Relevant postings in FI, MM, and HR are performed automatically as the business process progresses: For example, if a spare part is used and documented in the service confirmation, a goods issue is automatically posted, thereby updating the inventory in MM. The hours used by the service technician are also documented in the service confirmation. They are transferred to the CATS time sheet first and from there to the internal order (Controlling object). 4. The service contract is periodically billed. 5. The service confirmation is billed (resource-related billing) once the service order is completed. 6. Based on the costs and revenues collected in the internal order and the CO characteristics transferred from SAP Solution Manager, a profitability analysis is performed in the module CO-PA. This analysis provides a greater insight into the profitability of services and customers.

10 1.4 Feature and Function Highlights Periodical Billing of Service Contract Based on a Billing Plan The service contract can be billed periodically based on a billing plan. Resource-Related Billing of a Service Confirmation Resource-related billing can be performed based on the actual resource consumption documented in the service confirmation. Tight Integration with Controlling Module (CO) The service processing in SAP Solution Manager is tightly integrated with the Controlling module in ERP. Service records in SAP Solution Manager trigger automatic postings in the corresponding Controlling object. Tight Integration with Cross-Application Time Sheet (CATS, HR) The service processing in SAP Solution Manager is tightly integrated with the cross-application time sheet in ERP. Service confirmations in SAP Solution Manager trigger automatic postings in the corresponding time sheet of the service technician, and subsequently postings in the Controlling object. Tight Integration with Materials Management Module (MM) The service processing in SAP Solution Manager is tightly integrated with the Materials Management module in ERP. Service confirmations for spare parts in SAP Solution Manager trigger automatic postings in the corresponding Controlling object. 1.5 ITIL Process Integrations Incident Management is closely integrated with other ITIL processes: Service Portfolio Management The financial analysis is an important part of the Portfolio Management process. It contains information on the costs for providing services and provides an insight into the profitability of services and customers. Change Management A request for a budget can be issued from any of the Service Management processes at the same time when compiling a request for change. An approved budget request means that the required financial resources for implementing a change are approved by Financial Management. Service Level Management The billing of a service can depend on the provided service level. Service Asset and Configuration Management Capital costs are calculated for configuration items and aggregated to the total costs of a service. Request Fulfillment Cost calculation based on effort for Request Fulfillment Incident Managament Cost calculation based on effort for Incident Resolution

11 2 Service Portfolio Management 2.1 ITIL Requirement Service Portfolio Management (SPM) involves proactive management of the investment throughout the service lifecycle, including those services in the concept, design, and transition pipeline, as well as live services defined in the various service catalogues and retired services. The process responsible for managing the service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide. The service portfolio is the complete set of services that are managed by a service provider. It is used to manage the entire lifecycle of all services and includes three categories: Service Pipeline (Status: Proposed, In Development) Service Catalog (Status: Live, Available for Deployment) Retired Services (Status: Retired) Service Portfolio Management helps each customer to determine: What services are available What charges are associated with each service Why they should use these services Why they should use this specific service provider Meanwhile, the service provider can determine: What strengths, weaknesses, and gaps exist in their service portfolio What their investment priorities and risks are How their service assets (resources and capabilities) should be allocated to address these priorities and risks SPM is an ongoing process and includes the following key activities: Define: Collection of a validated inventory for all existing and proposed services and their business cases. Analyze: Identification of which services are required for the organization to achieve its service goals, how well the existing service portfolio meets these needs, which service assets are required for the service strategy, and how to align and prioritize to meet demands. Approve: Finalization of the desired future state of the service portfolio and authorization for retention of appropriate existing services, and required investment in the replacement, rationalization, refactoring, renewal, or retirement of existing services. Charter: Communication of approved decisions relating to desired changes to the service portfolio and the execution of actions to promote newly chartered services into service design, refresh selected existing services in the service catalogue and initiate service transition activities. Each service in the service portfolio is owned by a product manager (service manager). The service manager is responsible for managing this service as a product over the entire lifecycle.

12 2.2 SAP Solution Manager Approach The Service Portfolio Management in SAP Solution Manager is based on SAP CRM Service Products. Additionally, the Project & Portfolio Management Suite of SAP can be leveraged to extend the portfolio management capabilities. A service product is the technical entity that represents an ITIL service object and holds all references to SLA, other transactions related to the service or configuration items as well as service attributes such as status. With SAP Resource and Portfolio Management (RPM), you can address the strategic aspects of Portfolio Management, monitor project status - including information about project resources - and manage your entire project portfolio. You can align activities, resources, and budgets with business priorities, allowing for increased portfolio transparency, timely monitoring of portfolio performance, easier resource forecasting, avoidance of bottlenecks, and improved decision making. These project and Portfolio Management solutions in SAP ERP, SAP PLM, and SAP xapps composite applications seamlessly integrate with one another to give you optimal management tools. In addition, effective project and Portfolio Management functions allow you to pool information from different project management areas, such as HR, finance, and time-recording systems. As a result, you can monitor and coordinate all projects in your enterprise and make optimal use of valuable resources. The user requests a new service or the improvement of an existing service by sending a service requirement ticket. These requirements are related to a service portfolio item and are managed as part of the Service Portfolio Management process. The phases of the service portfolio item are reflected by the status of the service asset in the CMS. In general, all services have to be documented in the CMS as a service CI with one of the following statuses: Service Pipeline: Services with the status Requirement, Design, Development, or Test Service Catalog: Services with status Released or Operational Retired Services: Services with the status Retired The operational implementation of new requirements is documented and executed with requests for changes and change documents.

13 2.3 Best Practice Process Request of Service Requirements Create a Service Portfolio Item Process the Service Portfolio Item Create of a Service Asset in the CMS Create or relation of Changes to Service Assets Identify Service Assets in the Service Portfolio 2.4 ITIL Process Integrations Service Asset and Configuration Management Each service portfolio item has a corresponding service asset (service CI) in the CMS. The status of the service CI must match the current phase of the service portfolio item. Incident Management/Problem Management For incidents, the service CI relates to the affected IT service. This information can be used as a trigger to improve the IT service and avoid interruptions to the service in the future. Change Management Change Management implements the requirements from Service Portfolio Management. The respective requests for change are defined and implemented during the entire life cycle of an IT service. Service Catalog Management The service portfolio items are represented by a configuration item in the CMS. This means that all service CIs with the status Released or Operational can be added to the service catalog. Demand Management Service Demands are processed in the SPM Financial Management Provides available Funds, and Service Cost Planning for the SPM Business Relationship Management Input and requirements from Business are recognized in the SPM

14 3 Service Catalog Management 3.1 ITIL Requirement ITIL Service Catalog Management aims to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being prepared for operation. Service Catalog Management provides vital information for all other Service Management processes, such as service details, current status, and interdependencies of services. There is a clear distinction between business services in the service catalog (services visible to the customer, defined by SLAs) and supporting services (services visible only inside the IT organization, defined by OLAs or UCs) that are part of the technical catalog. The service catalog is a database or structured document containing information about all live services, including those available for deployment. The service catalog is the only part of the service portfolio published to customers and is used to support the sale and delivery of IT services. The service catalog includes information about deliverables, prices, contact points, ordering, and request processes. The following roles and responsibilities occur in Service Catalog Management: Role Service Catalog Manager (Process Owner) Description The service catalog manager is responsible for maintaining the service catalog, ensuring that all information in the service catalog is accurate and up-to-date.

15 3.2 SAP Solution Manager Approach The following elements are used to depict the ITIL service catalog process in the SAP Solution Manager: SAP CRM Product Catalog The SAP CRM service (product) master data is used to depict the service catalog in SAP Solution Manager. While in other business scenarios (for example, a sales scenario) the SAP CRM product catalog mostly contains physical products, in the context of an ITIL service catalog, it only contains services. In this document, the term service catalog is used to describe the use the SAP CRM product catalog in an ITIL environment. SAP CRM Product Hierarchy and Categories The SAP CRM Product Hierarchy is used to depict a structured content framework for services in SAP Solution Manager. While in other business scenarios (for example, a sales scenario), the SAP CRM product hierarchy mostly contains physical products, in the context of an ITIL service catalog, it is only used for services. Therefore, in this document we refer to the service hierarchy. Service hierarchies consist of categories and are used to group services according to different criteria. The purpose of a hierarchy depends on the business criteria involved. A hierarchy can contain multiple levels and can be used for control or informative purposes. All lower-level categories inherit the set types from the higher-level category. Additional set types can be assigned to lower-level categories. A service can be assigned to more than one category as long as the categories belong to different hierarchies. A service can, therefore, only be assigned to one category in each hierarchy.

16 Set Types Set types are groups of service attributes that semantically belong together, e.g. Price Set types appear as assignment blocks on a service record. With set types you create customer-specific views of a catalog for particular business partners or target groups. Prevent certain customers from seeing certain services in the catalog. SAP CRM Service Record An ITIL service record is depicted by a SAP CRM service. In the context of the ITIL Service Catalog Management process, the following set types are relevant: Prices Prices are used for pricing purposes in business transactions (for example, service orders or contracts). They are based on the condition technique and enable pricing information to be determined from the pricing condition records you create for the service concerned. The mechanism by which prices are calculated is extremely complex. It enables a number of prices to be calculated, such as gross price, discount, and surcharge, which might be relevant for a certain customer or on a certain date. The data required for calculating the price can be derived from the pricing information specified for a service order, service contract (SLA), service or customer. Status Lifecycle status of a service Descriptions For example, service descriptions and access instructions Dependencies with Other Services Dependencies exist in both directions, that is, services that require this service and service required for this service. CI Object Model Related to the Service Relates the service to the logical and physical CIs that are required to provide the service.

17 3.3 Best Practice Process The creation of service records is part of Service Portfolio Management (not Service Catalog Management). When a service record is made available for deployment (by SPM), it can be transferred to the service catalog by the Service Catalog Manager. Service Order Process Create IT Service Order: Business User selects available services from the published Service Catalog. In the Self Service UI the User gains detailed information about the service, price and availability. Process Service Order: Depending on the service, the order could contain several subitems, that contribute the service delivery. The service can be divided in several material requirements, service requests and license requirements. Each of them will processed individually but they all are aggregated back in the service order. It is possible to use a approval step of each subitem, before the follow up process of each process will be triggered. The Material requirement would need to be connected with an ERP system to process the logistic process. The License demand can be processed with IPM ( Intellectual Property Management) capability based on SAP CRM. The Service Request is processed in SAP Solution Manager according the process described in chapter of Request Fulfillment.

18 3.4 Feature and Function Highlights Creation of a Service Catalog The service catalog manager creates a new service catalog, maintains the header data, including validity, and sets the status of the service catalog header to Active. Creation of Service Catalog Areas and Subareas The service catalog manager structures the catalog into areas and subareas, transfers relevant parts of the service hierarchy into the service catalog, assigns services to the service catalog, and sets the status of the relevant catalog areas to Active. Creation of a Service Catalog View The service catalog manager uses catalog views to create customer-specific views of a catalog for particular business partners or target groups. For example, they can prevent certain customers from seeing certain services in the catalog. The views contain particular areas and items from a main catalog and are visible only to assigned recipients. The catalog manager sets the status of the catalog view to Active. Creation of a Service Catalog Variant The service level manager creates a new service catalog variant. Defining catalog variants enables you to generate catalogs in several languages, currencies, or distribution chains on the basis of the same set of data. The service level manager sets the status of the catalog variant to Active. End User Selects Services from Business Service Catalog The end user can only select services from the business service catalog that have been defined and released for the customer's organization.

19 3.5 ITIL Process Integrations Service Catalog Management is closely integrated with other ITIL processes: Service Portfolio Management Services are created in Service Portfolio Management throughout their lifecycle. When they are ready for deployment, they are transferred to Service Catalog Management. Service Level Management Services can be offered in different service levels in the service catalog. Service Asset and Configuration Management In the technical service catalog, you can see the CI object model, which is provided by Service Asset and Configuration Management. Change Management When the end user selects a service from the service catalog, this can lead to a request for change and subsequent change. Financial Management Provides data of service order into FM Request Fulfillment Service Order can result in service requests. They are processed in RF

20 4 Service Level Management 4.1 ITIL Requirement ITIL Service Level Management (SLM) aims to negotiate service level agreements (SLAs) with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all operational level agreements (OLAs) and underpinning contracts are appropriate and for monitoring and reporting on service levels. The table below describes the SLM subprocesses and their objectives: Subprocess Maintenance of the SLM Framework Identification of Service Requirements Agreements Sign-Off and Service Activation Service Level Monitoring and Reporting Objective Design and maintain the underlying structure of the customer agreement portfolio and provide templates for the various SLM documents. Identify desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements must be documented and submitted for initial evaluation so that alternatives can be found at an early stage for requirements that are not technically or economically feasible. Have all relevant contracts signed off after completion of service transition and check whether service acceptance criteria have been fulfilled. In particular, this process makes sure that all relevant OLAs are signed off by their service owners and that the SLA is signed off by the customer. Monitor achieved service levels and compare them with agreed service level targets (service level report). This information is circulated to customers and all other relevant parties as a basis for measures to improve service quality. The following roles and responsibilities occur in Service Level Management: Role Service Level Manager (Process Owner) Service Owner Description The service level manager is responsible for negotiating service level agreements and ensuring that these are met. They make sure that all IT Service Management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. The service level manager also monitors and reports on service levels. The service owner is responsible for delivering a particular service in the agreed service levels. Typically, they act as the counterpart of the service level manager when negotiating OLAs. Often, the service owner will lead a team of technical specialists or an internal support unit.

21 4.2 SAP Solution Manager Approach To depict the Service Level Management ITIL process in SAP Solution Manager, several business scenarios are used: SAP CRM Service Contract Management is used to document service level agreements (SLAs), operational level agreements (OLAs) and underpinning contracts (UCs). SLAs, OLAs, and UCs are represented in the SAP Solution Manager as different record types. These record types are based on the SAP service contract and contain service profiles, response profiles and service level metrics. Service Profiles Service profiles define the timeframes during which the IT services specified in the contract must be executed. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level, as well as the response times. Response Profiles Response profiles define the periods in which the processing of the service should start and by which the processing should be completed. The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process, which is created with reference to the contract. Both service profiles and response profiles can be assigned to a number of transactions, such as service request (or incident), problem, request for change, and service order. They can be determined from different sources, such as contracts, products, CIs, or specific customers. Service Level Metrics Service level metrics are criteria negotiated between a customer and service provider that define a quantitative target that must be achieved for the service provided in a timeframe. SLMs are assigned at the contract item level. Actual measurements can be maintained in the interface using reading either manually or automatically. With the help of service level metrics, actual measurements can be compared to the plan values (targets). Anomalies can then be detected and issues can be remediated. SAP Service Contracts Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services in tolerance limits for certain parameters, for example, in a predefined period. The promised service (such as maintenance or hotline) is defined at contract item level. The following data is also maintained at the service contract item level: Service profile and response profile See definition of service and response profile in the previous paragraph Service Level Metrics See definition of Service Level Metrics above CI List In the CI list, you assign CIs to which the service stipulated in the contract item refers. Product List In the product list, you enter the services and service parts that should be contained in the service stipulated in the contract item.

22 Price agreements In addition to the prices defined at header level, special price agreements can be made for each contract item. Price agreements are contract-specific prices and discounts. You define which services are covered completely, partially, or not at all by a contract. In a price agreement, you can define, for example, that the customer is not charged for service parts and that the installation of service parts should be billed at USD 25 per hour. If contractually agreed service processes are executed, the system takes the price agreements defined in this contract into consideration during billing. Price agreements do not have any influence on periodic contractual billing. The amounts for periodic billing are made up of the header and item conditions in the contract. Billing Plan Billing plans in the contract items control periodic billing. The billing requests are generated according to billing plans and their Customizing settings and transferred directly to the CRM Billing. Processing Time Calculation Processing time monitoring can be used to monitor incidents and service requests that are covered by SLAs, OLAs, and UCs. Typically, for each SLA, OLA, and UC, the initial reaction time (IRT) and maximum processing time (MPT) are monitored. Plan values are calculated with the help of the service profile and response profile that are defined in the SLA, OLA, and UC records. Reporting capabilities are available to compare planned and actual values.

23 4.3 Best Practice Process The process sequence below describes the creation of a service requirement. After collection and evaluation of the service requirements, a service contract (of type service level agreement) is created as a follow-up record to the service requirement. Both are linked to each other, which means that at any time, the service requirement can be accessed from the SLA and vice versa. Finally, a service review is created as a follow-up record to the SLA. 1. Create parameters for service level agreement (SAP CRM) The SLA parameters service profile and response profile are integrated as default settings in SAP CRM. However, you can also freely define other company-specific parameters to support specific business processes. 2. Create service requirement You create a service requirement. A service requirement identifies the desired outcome (requirements from the customer viewpoint) for new services or major service modifications. Service requirements can contain a reference to the customer, the service provider, prices, as well as releasable products and services. These conditions and products can be valid for service contracts that are created with reference to this service requirement. 3. Create items in service requirement You create the items in the service requirement. In the system, you create the services that should be agreed upon in the service contract items as products of type service (for example, maintenance, hotline, inspection). 4. Maintain price agreements You maintain price agreements in the service agreement. Note that price agreements in contract items take precedence over prices defined in the contract header. 5. Maintain product list (SAP CRM) You maintain the product list in which you define the services and service parts that can be claimed in the context of service order processing with reference to a service contract. 6. Create service contract You create a service contract (of type SLA, OLA, or UC) based on the service requirement. 7. Maintain object list (CI list) In the object list, you enter the CIs for which the service agreed upon in the service contract item can be claimed. 8. System generates billing plan 9. System generates billing request items 10. Release service contract items and save contract You release the items in the service contract and save the service contract. 11. System performs revenue recognition for service contracts 12. System creates and assigns appropriate controlling object A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

24 4.4 Feature and Function Highlights Automatic Determination of Service Profile and Response Profile When a service order is created for a certain customer, the service profile and response profile can be determined automatically. An access sequence is processed to determine the service profile and response profile from an existing service contract, a CI, a service, or a customer. The same functionality is available for incidents, service requests, and requests for changes. Date Calculation Based on Service Profile and Response Profile Once a service profile and response profile have been determined, the planned dates (initial reaction and to do by date) are calculated. This functionality is available for service orders, incidents, service requests, and requests for change. As it is performed on item level, a record with several items (for example, a request for change) could have a separate date calculation on each item. Pricing Based on Service Profile and Response Profile The pricing can be determined based on service profile and response profile. For example, a 10% surcharge to the standard price can be calculated for a service that is delivered with a 24x7 service window. Referenced CIs of a Service Level Agreement You can select all service contracts (SLAs, OLAs, UCs) that are related to a certain CI. In the CI record, you can see a list of all related service contracts. Monitoring of Processing Times in an Incident (covered by SLA, OLA, and UC) In incident and service request records, you can calculate planned dates for each SLA, OLA, and UC. Actual processing times are recorded and compared with the planned dates. Thresholds can be defined and monitored.

25 4.5 ITIL Process Integrations Incident Management is closely integrated with other ITIL processes: Service Catalog Management When an end user orders a service from the service catalog, the corresponding service level can be automatically determined using the underlying SLA. Incident Management When an incident is created, the service profile and response profile can be automatically determined to calculate the planned dates for first reaction and completion of the incident. Change Management When a request for change is created, the service profile and response profile can be automatically determined to calculate the planned dates for first reaction and completion of the change. Service Asset and Configuration Management Service contracts of all types (SLA, OLA, and UCs) reference the CIs that are covered by the agreement. Request Fulfillment Provides the agreed service times in the processing records Financial Management Provide data for pricing

26 5 Capacity Management 5.1 ITIL Requirement The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner. Capacity management considers all resources required to deliver an IT service, and is concerned with meeting both the current and future capacity and performance needs of the business. The main objective of ITIL Capacity Management is to provide cost-justifiable capacity in all areas of IT relevant to current and future needs of the business. The main activities are monitoring the current capacity demand and predicting the future capacity demand from a business, technical, and component point of view. Besides technical monitoring, typical activities include observing trends and capacity tuning, optimizing the capacity demand by proposing business activities, scheduling, modeling, and sizing activities. 5.2 SAP Solution Manager Approach Capacity Management in SAP Solution Manager is a comprehensive framework for monitoring and alerting combined with an integrated data warehouse solution, the SAP Business Warehouse (BW). This allows an integrated technical approach for Capacity Management, Availability Management, and Event Management. The monitoring and alerting infrastructure in SAP Solution Manager provides the functionality to monitor the capacity and availability for all Configuration Items such as applications or Infrastructure, both SAP and non-sap. You can define metrics thresholds for monitoring and customize event and alerting options based on these thresholds. This data is persisted in the integrated SAP Business Warehouse, where the customer can access predefined out of the box reporting or extend the existing templates. This makes it easy to monitor the components and provided services and gather information about their availability 5.3 Best Practice Process Review Current Capacity and Performance The central monitoring in SAP Solution Manager 7.1 is the foundation for reliable and stable operation of complex heterogeneous system landscapes, as well as their instances, databases, hosts, and business processes. The monitoring application provides a status overview of all technical systems, not only showing the capacity or performance of a chosen managed object but also information about existing alerts. In a top-down approach, you are able to see your different system components, integrating all metrics and events, including their thresholds and current rating or value. The data shown is automatically determined inside SAP Solution Manager based on the component data stored in the landscape management database (LMDB).

27 Improve Current Service and Component Capacity For improving current service and component capacity, SAP Solution Manager provides SAP Technical Analytics, an efficient feature for evaluating and reporting the availability, capacity, and performance of your productive systems. The reports are structured and designed to provide information that can help with trend analysis as well as statistical evaluation of technical component usage. Technical Analytics provides an aggregated overview of the managed objects behavior over a period of time and provides dashboards to visualize the trends in various categories such as availability, performance, exceptions, capacity, and usage. Based on the trend analysis, optimization of internal processes and IT setups is more efficient. Store Information in the Capacity Management Information System (CMIS) SAP Solution Manager comes complete with a reporting engine (SAP BW), which uses stored data to generate not only different technical reports, but also highly aggregated management view reports. The reporting, analysis, and interpretation of business data is essential for a company to guarantee its competitive edge, optimizing processes, and enabling it to react quickly and in line with the market. As a core component of SAP Solution Manager, the SAP Business Information Warehouse (SAP BW) provides data warehousing functionality, a business intelligence platform, and a suite of business intelligence tools that enable businesses to attain these goals. Relevant business information from productive SAP applications and all external data sources can be integrated, transformed, and consolidated in SAP BW with the toolset provided. SAP BW provides flexible reporting and analysis tools to support you in evaluating and interpreting data, as well as facilitating its distribution. Businesses are able to make informed decisions and determine target-orientated activities on the basis of this analysis. Assess, Agree, Document, and Plan New Requirements and Capacity Technical Analytics, in combination with the integrated SAP BW, provides all relevant data for assessing, agreeing, documenting, and planning new requirements and capacity. SAP EarlyWatch Alert as part of Technical Analytics is a diagnosis that monitors solutions in SAP and non-sap systems in SAP Solution Manager. The following managed system data is collected weekly and passed to SAP Solution Manager: General component status, system configuration, hardware, performance development, average response times, and current system load. Correlating provided utilization, capacity, and workload data indicates trends for capacity planning. 5.4 Feature and Function Highlights Measuring Performance and Capacity Data in SAP Solution Manager SAP Solution Manager's monitoring and alerting infrastructure discovers and collects performance and capacity data from managed systems to which it is connected, providing a single-point management tool for performing system monitoring, analysis, and management activities. Monitoring the systems ensures SAP customers continued availability and performance and enables them to detect and manage problems proactively. Delivering SAP templates enables customers to measure performance, exception, and capacity data in an easy and flexible way. The templates contain SAP best practices and standards and can be extended and customized depending on the customer's landscape requirements regarding the activation and deactivation of metrics and alerts, modifications to thresholds or the configuration of autoreactions. Work Mode Management and Monitoring Customizing for Controlling Frequency and Format of Monitoring Activities

28 The Work Mode Management application allows you to schedule and maintain work modes (for example, down time and peak business hour) for selected components and is tightly integrated with the monitoring capabilities. For example, alerting and monitoring are sensitive to planned downtimes so that no spurious alerts are triggered. It is also possible to define work mode-specific and template-specific settings in monitoring templates, such as collection period of data collectors or metric thresholds. Certain alerts can be switched on or off for different work modes. Alert consumers can be defined depending on the work mode. For example, during peak business you want to be notified if the average dialog response time exceeds 1000 ms; during other work modes you do not expect a notification at all.

29 Trend Analysis SAP Solution Manager enables you to set up a standardized service level reporting system that combines information from several EarlyWatch Alerts in a solution landscape. The trend analysis displays specific data over a period of three months. In addition, you can also include the average response times of certain transactions into the reports in standard service level reporting. Another advantage of service level reporting in the solution landscape is that you can combine different weekly reports to generate monthly reports and track the trend over a certain time period. In addition, you can set target values for specific parameters that cause red ratings in the reports and adapt the capacity for the measured values. 5.5 ITIL Process Integrations Capacity Management is closely integrated with other ITIL processes: Availability Management Capacity and availability monitoring and data collection are closely integrated in SAP Solution Manager; both use the same infrastructure and data storage and capacity. Availability data can be monitored and analyzed using the same views. Incident Management When using the monitoring and alerting infrastructure for monitoring and analysis purposes, this is closely integrated with Incident Management because it is possible to create incidents and jump to the ticket creation directly from the monitoring overviews. Service Asset and Configuration Management The services and components overviews in the monitoring capabilities of SAP Solution Manager allow you to drill down directly from the monitored CIs to the related information stored in the CMS. Service Level Management The monitoring and alerting infrastructure contains predefined service level reports and allows you to define and report additional service level KPIs. Event Management The monitoring infrastructure is completely integrated with the event and alerting infrastructure. For services, technical components, and each measured performance or capacity KPI, it is possible to define the detection of events and production of notifications.

30 6 Availability Management 6.1 ITIL Requirement The goal of Availability Management is to provide IT services on a cost-effective level matching or exceeding the current and future business needs. A key activity is monitoring and controlling the availability, reliability, and maintainability of IT services and components. Another important part of Availability Management is conducting impact analysis, risk management, producing an availability plan, and providing information about planned service outages. 6.2 SAP Solution Manager Approach Availability Management in SAP Solution Manager is a comprehensive framework for monitoring and alerting combined with an integrated data warehouse solution, namely the SAP Business Warehouse. This allows an integrated technical approach for Capacity Management, Availability Management, and Event Management. The monitoring and alerting infrastructure in SAP Solution Manager provides the functionality to monitor the availability not only of all relevant Configuration items such as applications or Infrastructure, both SAP and non- SAP, but also on various layers ranging from dependent components to the defined IT service, which is usually provided by several technical components. Thresholds can be defined for all of these metrics and you can customize event and alerting options based on these thresholds. In addition, SAP BW, the professional data warehouse tool, uses this availability and capacity data for standard reporting and highly flexible functionalities for aggregating, correlating, and calculating any data and KPIs. 6.3 Best Practice Process Monitor, Measure, Report, and Analyze Availability The SAP Solution Manager allows to monitor and report on all of customers IT landscape. Dependend on the technology it uses different agents to collect data. This data is persisted in the integrated, where the customer can access predefined out of the box reporting or extend the existing templates. This makes it easy to monitor the components and provided services and gather information about their availability. The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability Investigate Service and Component Outages