Orange County Convention Center Orlando, Florida May 15-18, Integrate Solution Manager to your HelpDesk System JY Lee Andy Johnston

Transcription

1 Orange County Convention Center Orlando, Florida May 15-18, 2011 Integrate Solution Manager to your HelpDesk System JY Lee Andy Johnston ]

2 Learning Points Considerations for integrating Solution Manager Service Desk to your HelpDesk system New Application Program Interface (API) for Service Desk Demos ipad mobile app Integration to 3 rd party system 2

3 Return on Investment Protect your investment that you made in setting up your HelpDesk system (technical landscape, users on-boarding, etc.) Standard skillset requirement for the integration (API calls, XML data parsing) Future-proof: you drive the integration and decide the scope per your company s needs 3

4 Best Practices Should I consider the integration project? What is the level of efforts? Required skillsets? Who should be stakeholders? What is Solution Manager requirements? Should I consider phased approach? 4

5 Considerations Scenarios Technical Landscape Business considerations (OpenText) 5

6 Scenarios Customer SAP Partner Customer 3rd Party Helpdesk Customer Solution Manager API Global Support Backbone Partner Solution Manager API Partner 3rd Party Helpdesk 6

7 Technical Landscape (Partner) 7

8 Business Considerations OpenText More than 4000 staff globally Publicly Traded: NASDAQ, TSX FY2009: Revenue $786 million Others 46% EMC/ Documentu m 14% OpenText 18% IBM 22% The safe choice for your ECM strategy and investments 18% Global Market Share* Market Share: Enterprise Content Management Software, Worldwide, , Tom Eid and Bianca Granetto 5 June Gartner Inc. *Gartner reported 15.3% for OpenText and 2.4% for Vignette, yielding 18% market share for OpenText as a combined entity. Largest Independent ECM Vendor Consistent ECM market visionary Slide 8 Copyright Corporation All rights reserved.

9 OpenText is SAP s Strategic ECM Partner SAP Extended ECM by OpenText Social Media & Web Content Management SAP Archiving & Document Access by OpenText Vendor SAP Invoice Invoice Management by Management OpenText + OCR Option + Invoice Capture Customer Information Management Employee Information Management Supplier Information Management SAP Digital Asset Management by OpenText Document Management Collaboration & Community Management Web Content Management Records Management Management Capture and Delvery Business Process Management Digital Asset Management Archiving Content Reporting Enterprise Content Slide 9 Copyri ght OpenTe xt

10 Shared Customer Support Model Transparent Customer Experience All tickets logged via SAP Marketplace All communication via Solution Manager Complete Adherence to SAP SLAs Global 24x7 availability Slide 10 Copyri ght OpenTe xt

11 Shared Customer Support Model Benefits Started in 2007 using CSS Live with Solution Manager since Nov 2009 Used for all customer / partner communication Remote connection possibilities Diagnostic capabilities Slide 11 Copyri ght OpenTe xt

12 SAP Solution Manager: End to End Supportability SAP Supportability Lab assessment of OpenText Solution Extensions Fast Track Services August 2008: Archiving & Document Access November 2009: Invoice Management & OCR Option OpenText uses SAP Support Infrastructure in Development & Testing System Landscape Directory (SLD) Solution Manager Solution Manager Diagnostic CCMS CA Wily Introscope Quarterly Reviews & Annual Product Roadmap Planning Ensures full scope of software integration and automated support Slide 12

13 Solution Manager in OpenText Products All OpenText server components register themselves in the SAP System Landscape Directory OpenText Support of SAP Solution Manager Diagnostics Access to Configurations Access to Log and Trace Files Support of Command Console Monitor Integration Provision of release and patch level information Support of ABAP System Log (SLG1) Sever Components: Support of CA Wily Introscope Instrumentation for activity monitoring Sending Monitoring Information to SAP Solution Manager. Client Applications: Recording Profiles for BMC AppSight Usage of SAP Java Logging Slide 13

14 Next steps integrate with OpenText systems Challenges: Currently reaching ~300 tickets monthly OpenText systems tightly integrated with R&D environments Theoretical risk of error Duplication of effort Advantages of integrated approach: Better internal communication Improved customer experience Faster resolution times Slide 14 Copyri ght OpenTe xt

15 API for Solution Manager - Approach Scope: Service Desk Simple: LIST, READ, UPDATE, EXECUTE, INSERT Consumable WebServices: non-intrusive Industry Standard: SAP knowledge not required Usage: useful for both customers and partners 15

16 API for Solution Manager Process Flow Incidents TO SAP backbone Incidents FROM SAP backbone 16

17 Demo 1 ipad mobile application List incidents in your Solution Manager View details of an incident Update an incident Synchronize with SAP backbone 17

18 Demo 2 Integration to 3 rd party application 18

19 Key Learnings Industry standard API is available for Solution Manager Service Desk Decide the integration based on your business needs Drive your own integration project Use same API for many scenarios (integration, mobile app ) Have fun and share your ideas! 19

20 Thank you for participating. ] Please remember to complete and return your evaluation form following this session. For ongoing education in this area of focus, visit SESSION CODE: 0609