IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager

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1 IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager

2 Optimize IT Operations Process Support Business Goals CIO CEO/CFO Reliable Business Support Changes to improve IT services are well planned and cause minimum disruption IT becomes a strategic partner helping to achieve business goals Strategic IT Services IT services are developed based on business strategy IT service catalog available to users Service Level Agreements are monitored Managed Configuration and Knowledge Configuration is managed and easily accessible to support staff Structured knowledge helps to resolve problems efficiently Satisfied Users Users are satisfied with swift problem resolution and competent support Incidents occur less frequently as root causes are being address proactively KPIs are monitored and used for continuous improvement

3 SAP IT Service Management Build on Industry Best Practices Service Level Management Incident & Service Request Management Customer Problem Management ITIL -compliant and externally verified IT service and support processes Incident & Service Request Management Problem Management Change Management Installed-Base & Object Management Knowledge Management Change Management Knowledge Management Installed-Based & Object Management (for Configuration Management) Service Level Management

4 SAP IT Service management (ITSM) Ease of use Highly configurable web based UI Architected for different user types from the ground up IT Service Desk Central interface to assist end-users IT Professional Provisioning of expert knowledge IT End-User Entering and tracking of incidents 4

5 Incident & Service Request Management Increasing Efficiency of Responding to User Requests Incident & service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Incident & service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Solution provisioning helps the support staff to search for relevant knowledge articles in the knowledge repository and to deliver the best solution to the end user Incident & service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc. Benefits Increase IT support productivity Deliver the best solution in a timely manner Enhance customer satisfaction 5

6 Problem Management Investigate and Resolve Issues in the IT Infrastructure Problem creation captures all relevant information with regards to the issue, including the links to all related incidents Problem classification categorizes problems based on multilevel categorization and problem class, e.g. known error Incident references establishes relationships, optionally based on system proposals, to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved Problem closure documents the outcome of the investigation and triggers follow-up activities such as creation of knowledge articles for the solution repository; optionally it can trigger follow-up processes such as recording of working time, billing, etc. Benefits Document problem investigation in detail Speed up incident resolution Make investigation results available to all relevant parties Provide detailed information to change management 6

7 Change Management Ensure that authorized changes are implemented Request for change creation captures all relevant information for the requested change such as who is requesting it, which configuration items are affected, and which services need to be provided Approval management defines who needs to approve the request for change and informs the relevant parties via workflow Resource planning makes sure that the requested work gets carried out by qualified resources and that the required service parts are available in time Change completion documents the time spent and components used for the change implementation, and triggers the update of the configuration item documentation Benefits Minimize possible negative impact of changes by implementing only authorized changes Enhance visibility of responsibilities per change phase Bill and charge-back based on actual effort 7

8 Knowledge Management Leverage Organizational Knowledge to Meet User s Needs Knowledge article creation documents solutions to issues in the IT infrastructure with relevant linkage to incidents, configuration items, and other knowledge articles Knowledge article classification categorizes and tags knowledge articles for easy access and auto suggest functions Knowledge article provision publishes knowledge articles to relevant publishing groups, enables auto suggest and manual search, and delivery of the solution via Benefits Decrease time to resolution for known issues Leverage and publish organizational knowledge Minimize training time for new support employees 8

9 Installed-Based & Object Management Gain Complete Visibility of Configuration Items Installed-base management tracks hierarchical and structured information of the IT infrastructure, allows the installation of individual objects, and the download of functional locations from SAP ERP Object management documents the details of the individual objects of the IT infrastructure, optionally by downloading equipment information from SAP ERP, as well as the relationships between these objects Object references in service transactions establishes links to all affected IT objects during incident, problem, and change processing, to complete the requests efficiently Integration to change management automatically updates status information of IT objects assigned as references to requests for change Benefits Make IT infrastructure information transparent Analyze potential impact of any infrastructural changes Leverage SAP ERP information for IT service processes 9

10 Service Level Management Optimize Service Delivery and Provide Transparency Service & product definition defines service products which are offered in a service catalog Contract management defines contracts with customers to specify the agreed-upon conditions for the selected services Service & contract determination automatically determines the available services and contracts during incident, problem, and change management Service level determination automatically identifies service level agreements from contracts, customers, or other objects, and sets service process dates and thresholds accordingly Service billing and cost allocation makes sure that the delivered IT services are correctly billed and costs allocated correctly Benefits Optimize service delivery Monitor service level compliance Provide transparency between IT and business Increase transparency of revenue and costs 10

11 SAP IT Infrastructure Management Expanding Solman and ITSM Smooth integration of infrastructure management into Application Lifecycle Management Scalable extension for SAP Enterprise Support customers Expand SAP Solution Manager usage to proactive infrastructure monitoring and alerting One common platform to discover and manage heterogeneous technical infrastructures Foundation for running IT like a business - Enable the full asset lifecycle from order to phase out - Use ITIL-compliant SAP Solution Manager processes with full access to CMDB - Optimize the usage of IT resources with optional integration into project and portfolio management 11

12 ITSM Demonstration 12

13 Why SAP ITSM Complete, consistent IT service operations across all contact channels interaction center, , Web Pre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources Scalable solution supports internal IT organizations to very large IT service providers Easy adaptation to evolving business environment 13

14 Comparison 14

15 SAP IT Service Management Pricing Components SAP Application Limited Professional User per User Web Self Service Included in SAP IT Service Desk Operation SAP IT Service Desk Operation per Tickets SAP Interaction Center Management per IC Records SAP Application Limited Professional User Has to be licensed for all IC Agents and Back-Office users User is only entitled to use IT Service Management as defined in the price list item Web Self Service User No additional User license necessary. Will be covered with the price item SAP IT Service Desk Operation SAP IT Service Desk Operation Scenario Includes IT SM Transactions (Service incidents, Service requests, Request for changes, Problems, Knowledge Article). SAP Interaction Center Management Scenario Includes Interaction Center records. Material Price List Item In blocks of Metric Price/Sales Unit Min. Blocks Objects Included SAP Application Limited Professional User 1 SAP Application Limited Professional User EUR SAP Interaction Center Management Interaction Records 50 EUR 100 interaction records created per year 15

16 SAP IT Service Management Pricing Example Example: 15 Users are working in the IT department 1000 Employees should be enabled in order to create IT tickets in a self service scenario 15.ooo Tickets were created per year Call Center is used in order to create 80% of the tickets Price per Price List Item 15 Limited User 1300 per User IT SM Transactions per Tickest IC Records per Tickets Final Amount License

17 Deployment Options for ITSM CRM 7.0 SAP Solution Manager 7.1 ITSM ITSM on CRM 7.0 provides: A customer focused IT Service Management solution Incident, Problem & Change Management for your complete IT landscape based on SAP CRM 7.0 Baseline for a Shared Service Center approach Full capabilities of CRM Sales, Service and Marketing and future innovations within CRM ITSM on SAP Solution Manager 7.1 provides: Incident, Problem & Change Management for your complete IT landscape based on SAP CRM 7.0 Deep integration into ALM capabilities of SAP Solution Manager Integrated Configuration Management capabilities for business processes, applications & infrastructure 17

18 SAP IT Service Desk Operation RDS Rapid-Deployment Solution Pre-configured functionality, out-of-the-box IT Service Desk Incident- & Problem Management Knowledge database with knowledge article Ready for Computer Telephony Integration (CTI) with SAP CRM* Online Monitoring & Reporting Ready for advanced KPI (Key Performance Indicator) Reporting* 18

19 Successfully Deploy in 6 to 8 Weeks 1 Start 2 Deploy 3 Run Expectations Project management Kick-off workshop participation Preparing technical infrastructure Implementation Testing Key User Training Results User-acceptance testing Onsite and remote support Mutually-approved scope document Working SAP IT Service Desk Operation system Successful rollout and adoption Configuration documentation Superior support to ensure smooth functioning 19

20 Immediate Value from Pre-Configure Content You get what you need to run your business Out-of-the-Box Value Adding Powerful solution for incident, problem, and knowledge management delivered out of the box based on SAP IT Service Management Start fast with what s most important and expand later Quick and Lean Clearly defined scope Includes pre-configuration content and knowledge transfer to key users Fast-track implementation methodology Enables you to go live in six to eight weeks Cost-effective Flexible pricing only pay for what you need Attractive fixed-price services Reduced resource requirement from Business and IT 20

21 Summary Key Take-Aways of SAP IT Service Management Highlights ITIL compliant & certified IT Service Management tool Web-based user interface which is highly flexible and easy to extend End-to-End process integration into Application Lifecycle Management on Solution manager 7.1 One solution to manage both SAP and non-sap components CRM RDS available Solution Manager RDS will follow

22 Solution Manager and Enterprise Support Services Dirk Smit ALM Engagement Manager Stephane Colas SAP Maintenance Sales Manager, Africa

23 Agenda Introduction 1. Solution Manager Overview 2. Enterprise Support Services Enterprise Support Academy Continuous Quality Check & Improvement Services 2011 SAP AG. All rights reserved. 23

24 THE BEST SUPPORT ON THIS PLANET Begins with the Best Delivery Organization AVAILABILITY GLOBAL ORGANIZATION LOCAL ORGANIZATION (54 COUNTRIES) 7x24 FOR OUR CUSTOMERS STRENGTH 6,000+ SUPPORT ENGINEERS 15,000+ DEVELOPERS (AS BACKUP) ISO: : certified annually for more than 35 countries EXPERIENCE 40 YEARS OF EXPERTISE FOCUSED ON: Ensuring Business Continuity Driving Business Process Improvement Reducing Total Cost of Operations and Innovation Accelerating Innovation 2011 SAP AG. All rights reserved. / Page 24

25 4,637 Customer Quotes 103 Reference Customers 125 Reference Assets 43 TCO Cases 16 Value Cases 6 Customer Video Testimonials 26 Benefit Cases SAP ENTERPRISE SUPPORT IS THE RIGHT CHOICE MORE INFORMATION... CORPORATE PORTAL QUICKLINK: SUPPORT4SALES Designed by Oliver Huschke 2011 SAP AG. All rights reserved. / Page 25

26 Application Lifecycle Management Processes An Approach in Six Phases of ITIL Application Management SAP supports best practices in 11 core Application Lifecycle Management process areas, providing guidance on how to manage SAP and non-sap applications in the most efficient and structured way Landscape Transformation Maintenance Management Business Process Operations Upgrade Management Technical Operations Optimize Operate Requirements Deploy Application Incident Management Design Build and Test Solution Documentation Solution Implementation Template Management Test Management Change Control Management 2011 SAP AG. All rights reserved. 26

27 Following SAP s ALM Approach you will have a Single Source of Truth Established All training information All systems All business processes All maintenance activities Requirements The entire documentation Business Process Operations Optimize Design All test information All service planning, deliver and follow-up information Operate Deploy Build and Test All customer developments and functional enhancements All change information All incident and problem information All service level information All monitoring data 2011 SAP AG. All rights reserved. 27

28 Key Benefits SAP Solution Manager helps you take swift actions throughout the lifecycle Decreases complexity and streamlines internal processes Minimizes manual effort Reduces operational costs Eases introduction of business innovation Ensures system stability Included with SAP Enterprise Support Unlock Solution Manager functionalities with Enterprise Support 2011 SAP AG. All rights reserved. 28

29 SAP Enterprise Support The Industry-Leading Support Offering Drive efficient implementations that meet your business needs Protect your business and achieve operational excellence Foster your company s growth by continuously evolving your business and IT processes 2011 SAP AG. All rights reserved. 29

30 The SAP Enterprise Support Academy Experience 2012 Your one-stop shop for SAP Enterprise Support services Solution Lifecycle Methods & Tools Best Practices Meet the Expert Sessions Accelerated Innovation Enablement Expert- Guided Implementations Guided Self- Services Quick-IQs, etc... library full of product-, database- and operating system-specific how-to guides for your everyday business live webinars conducted by SAP experts on SAP Enterprise Support services and SAP Solution Manager live expert sessions to evaluate the innovation capabilities of enhancement packages for SAP Business Suite remote sessions by experienced SAP service experts providing workshop style interaction which you can run any time and at your own pace in your own system landscape Tutorial on how to make or change system settings by providing the related system recording Access role-based content in the format that suits you best 2011 SAP AG. All rights reserved. 30

31 SAP Enterprise Support Academy Knowledge Transfer Methods: Meet the Expert Sessions Meet the Expert Sessions The meet the expert series of the SAP Enterprise Support Academy brings SAP's engineering competence right to your desk, irrespective of your location. Participant 1-2 hours live webinar sessions SAP expert Scope The portfolio will cover the entire variety of support specifics as part of end-to-end operations: topic deep dives will equally be covered as well as new concepts or strategy items. Benefits The format is interactive as it will allow for questions and answers. Recordings can be accessed through the meet the expert archive. Examples How to get started with SAP Enterprise Support SAP Solution Manager 7.1: Application Lifecycle Management Book now... Access recordings SAP AG. All rights reserved. 31

32 SAP Enterprise Support Academy Knowledge Transfer Methods: Expert-Guided Implementations Expert-Guided Implementations Expert-guided implementations are workshop style sessions to guide you through technical steps to implement best practices for operations including basic configuration settings, business process monitoring setup, custom development management, and more in your own system. Empowering 1-2 hours each morning Execution 2-3 hours on the same day Expertise on demand during execution Daily feedback to SAP expert will be the basis for the next day s empowerment Scope Unique training, practical experience and expertise on demand, focusing on application lifecycle management with SAP Solution Manager and preparation for self-service delivery Benefits Direct access to SAP expert Direct execution of planned activities in your SAP landscape during delivery Convenient and safe remote delivery Examples Basic configuration and update Technical upgrade to SAP Solution Manager 7.1 Remote support component * See SAP Enterprise Support Academy terms & conditions for more information on the service entitlement. Book now SAP AG. All rights reserved. 32

33 SAP Enterprise Support Academy Knowledge Transfer Methods: Guided Self-Services Guided Self-Services With guided self-services SAP offers customers proven procedures to analyze and optimize their systems. These procedures are based on the experience of a multitude of service deliveries to thousands of SAP systems. Self-service execution via guided procedures Scope Improve the most common areas like system performance, data volume management, change management, security optimization, business process using guided procedures. Benefits Use them by your own, when and how often you want Guided self-services are executed via SAP Solution Manager Examples Business process improvement Data volume management Security optimization service SQL statement tuning Transport execution analysis Read more SAP AG. All rights reserved. 33

34 SAP Enterprise Support Deliverables Continuous Quality Checks & improvement services Continuous Quality Checks (CQCs) are remote services which help to reduce technical risk and outline optimization potentials Benefits: Cut down on time and budget for implementation and innovation Improve system performance, availability, stability and data consistency Proactive hands-on help by SAP Comprehensive set of continuous quality checks available SAP Quality checks to avoid critical situations in the future active risk mitigation 2011 SAP AG. All rights reserved. 34

35 SAP Enterprise Support Deliverables in Detail Continuous Quality Checks & improvement services along the SAP Software Lifecycle* Implement Better Operate Better Innovate Better Implementation Project 2 3 Operations & Continuous Improvement and Upgrades Plan Evaluation Solution Design Build Integration and Going Live Run Post Going Live Support Upgrade Accelerated Innovation Enablement CQC for Implementation CQC Going Live Support CQC Integration Validation CQC Configuration Check Modification Justification Check Custom Code Maintainability Check CQC Business Process Performance Optimization CQC Technical Performance Optimization CQC Data Volume Management CQC Security Optimization Check CQC EarlyWatch Check CQC Business Process Analysis & Monitoring CQC Upgrade Assessment CQC EHP Installation Check CQC for Upgrade CQC Downtime Assessment CQC Going Live Support CQC Solution Transition Assessment * The portfolio of continuous quality checks and improvement services is also available for customer of the indirect channel, through shared delivery of SAP partners and SAP. CQC OS/DB Migration CQC Transport Execution Analysis 2011 SAP AG. All rights reserved. 35

36 SAP Enterprise Support Improvement Services Modification Justification Check Expert advice on how to avoid SAP source code modifications whenever possible by using SAP standard functionality or by taking advantage of the SAP Enhancement Framework. Custom Code Maintainability Check Evaluates quality of your custom developments with regard to upgradeability and maintainability. Accelerated Innovation Enablement Access to SAP Solution Architects to evaluate the innovation capabilities of the latest SAP Enhancement Package and how it may be deployed for your business process requirements SAP AG. All rights reserved. 36 SAP 2010 / Page 36

37 Become a Best-Run Business with SAP Enterprise Support Run Better with SAP We deliver the marketleading enterprise solutions and the best business-focused support, to help Improve Business Continuity Lower Operating Costs Reduce Business Downtime companies build competitive advantage now and in the future. SAP Enterprise Support Lower Implementation Costs Innovate Faster helps our customer do what they do best, even better! 2011 SAP AG. All rights reserved. 37

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