Design IT Services in SAP Solution Manager

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1 Design IT Services in SAP Solution Manager David Birkenbach SAP Solution Management Public

2 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP SE or an SAP affiliate company. All rights reserved. Public 2

3 Agenda ITIL with SAP Solution Manager Overview IT Service modeling Service Portfolio IT Service Shop Configuration Items IT Services in ITSM processes Service Order Request Fulfillment Update Configuration item Service contract ERP integration of IT processes Demo process exercise SAP SE or an SAP affiliate company. All rights reserved. Public 3

4 I would like to use a best practice framework to standardize my IT processes. Isn t ITIL the right approach for this? 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 4

5 SAP Solution Manager verified for ITIL Service Lifecycle SAP Solution Manager 7.1 is the first fully verified ITIL v2011 tool by Pink Elephant Externally verified in all ITIL Service lifecycle phases Best practice configuration available for all 15 processes 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 5

6 SAP Solution Manager 7.1 approaches to be an IT Management Platform End-to-End Support for both: SAP and non-sap Business Processes IT Services Applications ABAP J2EE IT Infrastructure & End User Devices 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 6

7 SAP Solution Manager as the central ITIL platform System Landscape for Integrated IT Service Management SAP ERP* Financial Management SAP IT Infrastructure Mgmt.* Incident Management Request Fulfillment Problem Management Change Management Service Asset & Configuration Mgmt Service Level Management Release & Deployment Management Capacity Management IT Service Desk Service Portfolio Management Availability Management Event Management Service Catalog Management IT Service Continuity Mgmt. SAP Solution Manager * = separate license required 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 7

8 I need a structured IT service model to manage my interactions with the business 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 8

9 Create Service Portfolio as basis for a service catalog Establish a service portfolio and service catalog as a basis for costing: Which services are provided by IT? What is the scope of each service? Define service requests for each service with fulfillment targets Define Service Level Agreements with customers Define prerequisites for each service (hardware, software, licenses) Provided Standard Services - New Standard Mail Account (Mo-Fr, 8-17, 3d) - Extend Inbox Capacity (Mo-Fr, 8-17, 3d) - Error resolution (Mo-Fr, 8-17, 8h) - Extend server capacity (internal) Service Levels - Availability of Service (24x7, 0-24, 99,5%) - Mean time between failure (3 month) Prerequisites Mail Server (Software & Hardware) Network Internet Access 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 9

10 Service Catalog Management Approach General ITIL Approach 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. The service catalog is a database or structured document containing information about all live services, including those available for deployment. Realizing in SAP Solution Manager : The SAP CRM service (product) master data is used to depict the service catalog in SAP Solution Manager. The SAP CRM Product Hierarchy is used to depict a structured content framework for services in SAP Solution Manager 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 SE or an SAP affiliate company. All rights reserved. Public 10

11 How to model your IT service landscape with SAP Solution Manager Service offerings to the Business users Service portfolio Configuration Management MS Office Business Services ( with SLAs) New employee Self Service Web Shop SAP application support Backup Basis administration VOIP Technical Services Server xyz Server phones Desktop services relation New cell phone Inbox XL Standard inbox Network Password reset Server abc iphone Create new user 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 11

12 IT service concept in SAP Solution Manager IT Service Portfolio Model IT service portfolio hierarchy According to ITIL in Business Service and Technical Services o Business are SLA relevant Services that negotiated with the Business o Technical Services represent the IT internal structure of a Business Service Define IT services which represent the IT internal view. Define Service bundles for Cost allocations or charging Assign relevant CIs to the IT Services IT Service Offerings Define Services which are offered to the Business Map the service offerings with your IT service portfolio hierarchy Services might be splitted in several sub services (Service components) Service components could be: Material, License, Request Fulfillment tasks, Application Management Workplace Business Services New employee XL Inbox Service offerings for the Business Basic administration Network Technical Services Mapped via Relations New laptop User accounts Enhance storage Transport Management Installation Service Standard Inbox Back Up Configuration items Create SAP users Standard Inbox Delivered IT Services 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 12

13 IT Service Offerings Overview New Workplace New Monitor New user in ERP Self Service Web Shop Split New Monitor Approve type - material Create purchase requisition in ERP New user in ERP Split Create account Approve Standard Inbox type Service request type IT service Used for cost allocation Can be splitted again Create Service Request Perform tasks to fulfill 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 14

14 IT service offering to the business UI Variant 1 Service Catalog integrated in SAP Solution Manager end user self service portal (default) Select from available Service products Find detailed service information Easy guided procedure to process the service order Service Order specific questionnaires $ 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 16

15 IT service offerings to the business UI Variant 2 IT Shop with Lean catalog running in SAP ERP Product relations Configurable products Product variants SAP consulting solution Implementation and maintenance package $ 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 17

16 IT service offerings to the business UI Variant 3 SAP Hybris E2C ecommerce solution High end Web Shop solution by SAP Order Management Process Integration Omni-Channel ecommerce Amazon like shopping catalog Cross selling, ratings, wish list, save baskets, etc. Product Variant Configuration $$$ 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 18

17 Service Asset & Configuration Management SAP Solution Manager as a Service Knowledge Management System(SKMS) CMDBs Scan Purchase Auto- Discovery Applications (SAP & 3rdparty) IT Assets in ERP (e.g. Monitors) IT Infrastrucure (e.g.network devices) Manual, Other, Service Knowledge Management System (ITIL terminology) Services Central CMDB Iobjects: PR1 SAP ERP Senseye LED G Router NetgearN150 - User, Org Units, Partner Business Processes Knowledge SLAs, contracts SP 10 Several CMDBs in one main central CMDB in SAP Solution Manager Infrastructure items via add-on tool. Storage of all relevant IT information in a single system ( SKMS) Connection to other CMDBs can be implemented Manual creation of Config items possible 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 19

18 IT Infrastructure Synchronisation between SAP IT Infrastructure Management and SAP Solution Manager Objects Nodes Operating Systems IP Phone, Synchronization Location Central CMDB Structure element Individual object iobject attributes e.g. Building 5- France Active Components Phones iphone 5 Mobile phone IMEI no: SP 10 SAP IT Infrastructure Management 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 20

19 Use of Configuration Items ( CI) in SAP Solution Manager Central CMDB Iobjects: PR1 SAP ERP Senseye LED G Router NetgearN150 - Basic administration Incidents Change documents Service Requests Network Technical Services Monitoring of Infrastructure items in critical applications or even in Business processes Impact Analysis in Incident and Change Management via related CIs Assignment to service products to achieve full transparency of service availibility. Transport Management Installation Service Back Up Storage Config Items 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 21

20 How does the IT services support my daily business in operation of IT? 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 22

21 Service Order Management Best Practice Process Business User Service Order Fullfillment Create IT Service Order Select offered Service Auto Dispatch to Service teams Approve Service Order Split Service Order (auto) Process tasks Complete Service Request Use Self Service UI Services from Service Catalog Management Use Org Management and SAP Business Rule Framework (BRF+) Use SAP Workflow (Auto)Split in Sub Items: Service Request Material requirement License requirement Request Fulfillment with: Service Request Checklist or Enhanced Task Management 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 23

22 IT Service Order with integration in SAP ERP 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 24

23 Service Request Fulfillment Increase Efficiency of Responding to User Requests Service Level Management Incident & Service Request Management Problem Management A service request is defined as : A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted Installed- Base & Object Management Benefits Customer Knowledge Management Change Management Increase IT support productivity Standardized IT service delivery Deliver the best solution in a timely manner (SLA based) Enhance customer satisfaction Provide time and effort feedback for future cost calculations Service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Service Request fulfillment helps the support staff to delegate predefined tasks via workflow. Read, fulfill and document the tasks and notify the completion to the main processor. Service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc SAP SE or an SAP affiliate company. All rights reserved. Public 25

24 Service Request Fulfillment Checklist processing in Service Request (1) 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 26

25 Service Request Fulfillment Checklist processing in Service Request (2) With checklists all individual tasks ( steps ) required to fulfill a service request can be defined and processed: Sequential and parallel processing visualized by graphical process flow Determination of checklist and checklist processors via rules SAP Workflow integration to inform step processors Work instructions, action processing, long text available in step details Checklist specific search criteria in search pages and IC inbox Available for service requests / incidents, problems, requests for change, service orders 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 27

26 Service contracts in ITSM Contract per user Management of booked services Management of specific SLA Management of assets to be charged Documentation of usage / consumption data Reporting of costs per user Contract per customer Management of general SLAs Aggregation of user contracts for recurrent charging Basis for Business Relationship Management 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 28

27 Now as our IT runs like a business, we should integrate the processes with the business processes of our ERP system 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 29

28 Interactions between an IT Management suite and an Enterprise Resource Planning (ERP) suite ERP for Your Business IT Management Suite Financial Management & Controlling Demand, Project, and Portfolio Management Service, Application, and Project Portfolio Management Project Management IT Reporting Risk and Compliance Management Marketing and Sales; Customer Satisfaction Sourcing Budget Effort & Cost Asset IT Service Management Services Catalog (Service Design & Delivery) Incident Management Change Management Configuration Management Dashboards Human Resources Purchase Order Working Time Infrastructure Management Hardware, Network, Operating System and Database Infrastructure Assets and Inventory 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 30

29 Manage IT-Service Management processes like an ERP Service Portfolio & Catalogue Management User Front-End Define the IT-Service Portfolio & Catalogue User orders IT-Services from the Catalogue Service Request / Service Order IT receives Service Request/-Order and performs as agreed Service Contracts IT-Charging IT charges each Service ordered or continuously used to Customer IT-Costing Calculate the price of IT-Services IT registers each Service continuously used by Customer/User 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 31

30 Manage IT-Service Management processes like an ERP Service Portfolio & Catalogue Management Service Strategy Service Catalogue Service Request / Service Order Service Request IT-Charging Service Request Fulfillment User Front-End User Requirements Service Offering Service Request Fulfillment One-time Charging by Order Service Contracts Service Request Service Request Fulfillment Contract Booked Services IT-Costing IT Controlling Service Pricing Contract Booked Services Recurrent Charging by Service 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 32

31 Let s have a look at the exercise of how to Design IT Services in SAP Solution Manager 2014 SAP SE SE or or an an SAP affiliate company. All All rights reserved. Public 33 33

32 How to model your IT service landscape with SAP Solution Manager Service offerings to the Business users Service portfolio Configuration Management Business Services ( with SLAs) Self Service Web Shop Increase inbox capacity Extend storage Hard Disk Drive - Gold - Silver - Bronze Technical Services Storage Desktop of user 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 34

33 Exercise - Design IT Services in SAP Solution Manager Overview process Service Catalog Manager Create IT service offerings Define Service Publish Service in Service Catalog Define saved searches 1 Business User Order IT service 2 Service Processor Approve Service Order Fulfill Service requests Time recording 3 Customer Service Create a new user contract for recurrent charge 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 35

34 Design IT Services in SAP Solution Manager Potential SAP ERP integrations IT service master data Synch IT service products with material master data Publish IT services in SAP Lean catalog ( IT Service Web shop) Use Price condition calculator to define IT service prices Service Order Create purchase requisition for ordered material Create CO order / cost center posting for internal cost allocation Create Sales order for external charging Service Request Synch the time efforts with CATTS Charge time efforts into CO or Sales order Service Contract Create billing plan for recurrent charges Maintain usage data for consumption based charging 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 36

35 Demo

36 Exercise SAP Login: User: itm363-a-## Service Processor itm363-b-## Service Requestor Password: welcome

37 SAP d-code Virtual Hands-on Workshops and SAP d-code Online Continue your SAP d-code education after the event! SAP d-code Virtual Hands-on Workshops Access hands-on workshops post-event Starting January 2015 Complementary with your SAP d-code registration SAP d-code Online Access replays of keynotes, Demo Jam, SAP d-code live interviews, select lecture sessions, and more! Hands-on replays SAP SE or an SAP affiliate company. All rights reserved. Public 39

38 Join Active Global Support on the Show Floor! See Support in action: ONE Support: Support of Hybrid Customer Landscapes SAP AGS Innovation & Operations Control Centers Agile Lifecycle Management & Run SAP Like a Factory SAP Solution Manager SAP Solution Manager as a Managed Service Landscape Transformation Management Learn what Support can do for you: Get mission-critical support and increase global collaboration Find out how the innovation control center helps you implement SAP Business Suite powered by SAP HANA Discover innovation & operation control center dashboards ONE Support- a unified support experience to maximize value of maintenance Source: Learn more at the Expert Sessions see mobile app for details! 2014 SAP SE or an SAP affiliate company. All rights reserved. Public 40

39 Further Information SAP Public Web SAP Education and Certification Opportunities Watch SAP d-code Online SAP SE or an SAP affiliate company. All rights reserved. Public 41

40 Feedback Please complete your session evaluation for ITM363. Contact : David Birkenbach Senior Solution Manager Thanks for attending this SAP TechEd && d-code session SAP SE SE or or an an SAP affiliate company. All All rights reserved. Public 42 42

41 2014 SAP SE or an SAP affiliate company. 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 SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forwardlooking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP SE or an SAP affiliate company. All rights reserved. Public 43

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