Extending the value of CA Service Desk Manager with integration connectors SAP Solution Manager, MS System Center Operations Manager

Transcription

1 Extending the value of CA Service Desk Manager with integration connectors SAP Solution Manager, MS System Center Operations Manager Christophe Trinquet

2 Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern. 2

3 For Informational Purposes Only Certain information in this presentation may outline CA s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages. 3

4 Agenda > SAP Solution Manager Integration > Microsoft Systems Center Operations Manager Integration 4

5 SAP Solution Manager Integration

6 Situation Overview > Drivers SAP customers have been required to use the SAP Solution Manager (SAP-SM) to manage their SAP implementations > Customer Problem SAP-SM works within the SAP infrastructure, not the existing IT management systems Result: Siloed IT management > CA s Solution Integrate SAP-SM and CA Service Desk Manager to allow a single point of control 6

7 Customer Value > Single point of tracking Drives efficiency Compliance tracking > Tie into other SDM consolidated processes Problem Management Change Management Configuration Management Overall Service Management > Save money To get the same integration done by SAP consulting or competitor would cost $200k 7

8 Scenarios > SAP Solution Manager creates tracking tickets in CA SDM SAP SM detects an issue which is to be managed in SAP SM but the incident is recorded in CA SDM for integrated tracking and reporting > CA Service Desk Manager creates an SAP SM ticket People report an incident through normal CA SDM channels that must be managed in SAP SM - incident ownership can be passed to SAP > SAP Solution Manager generates an incident that isn't an SAP issue which is then transferred to CA SDM In some cases, incidents may be created in SAP SM that end up being non-sap issues (i.e. network issues) and should be managed in CA SDM 8

9 Additional Features > Controlled SAP Incident creation Checkbox in SDM to replicate to SAP based on Category > Real-time, Bi-Directional updates Key updates are synchronised automatically from Service Desk to SAP Incident > Synchronisation of CA and SAP contacts Ensure that contacts and assignees are populated and mapped between systems > Technical/design Robust Web Services integration with message queues Follows CA and SAP customisation best practices 9

10 Availability and implementation > Key prerequisites CA Service Desk Manager r12.1 SAP Solution Manager 7.0 SP13 or later > Available as SD enhancement Aug. 31, 2009 > Supported through CA Support & support.ca.com > Included going forward with CA Service Desk releases, as of r12.1 SP3 > Compatibility with future SAP-SM releases 7.x is assured by SAP Uses SAP-SM API as outlined by SAP Best Practices 10

11 Scenario 1: SAP Initiates and owns all SAP Incidents, and sync s to a CA Service Desk Tracking Incident > An SAP Event or Basis member has raised a message that needs attention. > The team populates the necessary Sold To Party, Agent, Component and other pertinent information on the SAP Incident. > All updates to the SAP Incident are managed in Solution Manager and synchronised to a CA Service Desk tracking ticket. > SAP Solution Manager proposes solutions, which get rejected, or ultimately accepted, and the Incident is set to Confirmed, which closes the CA Service Desk tracking Incident. 11

12 Scenario 1: SAP Initiates and owns all SAP Incidents, and sync s to a CA Service Desk Tracking Incident 1. An SAP incident is reported by a customer, user, reporter or an event within the SAP landscape. 2. An incident support message is created in SOLMAN. 3. The incident is synchronised to CASD with a specific category indicating that it is an SAP incident, and is being managed by SAP Solution Manager. 4. A member of the SOLMAN team evaluates the incident report. 5. The SOLMAN team works the incident and updates it with a proposed a solution. 6. The proposed solution is forwarded to CASD. 7. The SOLMAN team reviews the proposed solution with the incident reporter. 8. If the proposed solution does not resolve the incident: 1. The solution is rejected in SOLMAN 2. The rejection is relayed to CASD 3. The incident is worked in SOLMAN until another proposed solution is identified and processing continues from step 5 above 9. The proposed solution is confirmed as working: 1. The incident is updated in SOLMAN to show the solution works 2. The incident update is relayed to CASD as informational only 3. The incident is closed in SOLMAN 4. The incident closure is relayed 12

13 Business Benefits > Allows the continued operation of a mature SAP Incident Support process, with minimal interruption > Updates to the SAP-initiated Incidents are synchronised to CA Service Desk in order to support a single source of truth for all incidents > Enables appropriate SOX auditing as a single repository houses all information on incidents and problems for the customer, regardless of where the incident was initiated 13

14 Scenario 2: SAP Initiates an SAP Incident and sends the Incident to CA Service Desk for resolution > An SAP Event, Basis member or User has raised a message in SAP Solution Manager. > The team populates the necessary Sold To Party, Agent, Component and other pertinent information on the SAP Incident and sends the Incident to CA Service Desk. > CA Service Desk makes appropriate updates and changes to the ticket and sync s them back to SAP s Incident through Activity Log entries. > CA Service Desk proposes solutions to SAP Solution Manager, which can either be rejected or accepted by the Solution Manager Agent. > Solution Manager confirms the Incident, which then closes the CA Incident. 14

15 Business Benefits > Allows the continued operation of a mature SAP Incident Support process, with minimal interruption > Enables each support team (SAP Basis, IT L1/L2) to address the Incidents that each are responsible for, within their respective tool > Allows SAP to send incidents to CA Service Desk if they are determined to be an IT incident as opposed to an SAP specific incident. SAP Message describes access issues, after initial investigation SAP message by SAP Basis Team the incident is sent to CA SD/IT L1 for servicing as the users PC is not on the network. 15

16 Scenario 3: CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution > An employee or customer enters a CA Service Desk incident with a Category that has its Send to SAP flag set. As a result the incident is automatically sent to SAP Solution Manager for resolution. > The SAP Basis team populates the necessary Sold To Party, Agent, Component and other pertinent information on the SAP Incident and sync s the Incident information back to CA Service Desk. > CA Service Desk can add comments; change priority, status or assignee on the Incident; and changes will be automatically synchronised back to the SAP Incident. > SAP proposes solutions and sends the Incident to CA Service Desk, which then can either Reject the Solution or show acceptance by Closing the CA SD Incident. > At any time in this lifecycle either system is allowed to update information on the incident in their respective systems, and sync the information to the other. 16

17 Scenario 3: CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution 1. An incident is reported by a customer, user or reporter. 2. An incident support message is created in CASD. 3. A member of the CASD team evaluates the incident report. 4. If the incident is deemed to be an SAP application problem the incident is flagged as SAP relevant and is forwarded to SOLMAN. 5. The incident is created in SOLMAN. 6. The SOLMAN team evaluates the incident. 7. The SOLMAN team works the incident and once a possible solution is identified the details of the proposed solution are sent to CASD. 8. The CASD team reviews the proposed solution with the incident reporter. 9. If the proposed solution does not resolve the incident: 1. The solution is rejected in CASD 2. The rejection is relayed to SOLMAN 3. The incident is worked in SOLMAN until another proposed solution is identified and processing continues from step 7 above 10. The proposed solution is confirmed as working: 1. The incident is updated in CASD to show the solution works 2. The incident is closed in CASD 3. The incident closure is relayed to SOLMAN 4. The incident is closed automatically in SOLMAN 17

18 Business Benefits > Single point of entry: In addition to the benefits outlined in Scenario 1, this scenario provides a single point of entry for all incidents to customers, as opposed to requiring customers or analyst to decide which support tool to use to open incidents in. 18

19 Implementation > Available as a downloadable applyptf package at support.ca.com #RO11015 > SAP Basis Team Member likely required > CA Service Desk Administrator required 19

20 Options Manager Additions to r12.1 > 7 new options Web service communication configuration for the SAP Integration is managed through Options Manager Options 20

21 Additions to Contact Detail form > SAP TAB A new SAP Tab exposes the SAP Person ID value for the contact > Contact Synchronisation Contacts not found in one system or the other are automatically generated based on their last name, first name, and address attributes as required by SAP s Third Party Helpdesk Integration Guide 21

22 Addition to Contact List form > SAP Person ID 22

23 Incident Area changes > Propagate to SAP Incident Area definitions now have a new Propagate to SAP checkbox that lets the system know that any CA Service Desk Incident opened with an Incident Area that has this checked will automatically be routed to an SAP Solution Manager Incident 23

24 Incident List Additions > SAP Message number > An analyst immediately knows the affiliated SAP Incident # for any CA Incident that is categorised as SAP Related 24

25 Additions to Incident Detail form > New SAP Tab A new SAP Tab shows the user all pertinent SAP data regarding the incident on a single tab > Audit/Notifications Any or all of these attributes can be audited within CA Service Desk for changes, as well as used in automated notifications generated from CA Service Desk, when Incidents are instantiated by SAP and Sent or Synchronised to CA Service Desk 25

26 Additions to SAP Message > New Menu options in SAP In addition to allowing the message to be sent to the External Service Desk (i.e. OSS or other outsourced support team), the SAP support team is able to Send and Synchronise the Incident information to CA Service Desk with 3 new menu options 26

27 Technical Deliverables > CA Service Desk mods applied with the well-known applyptf process > An SAP add-on package delivered using the SAP AAK (add-on assembly kit) > SAP BC sets in support of the add-on package > CA Service Desk / SAP Solution Manager Integrating Guide Step-by-step instructions describing how to install the AAK package Documented instructions describing how to install the BC sets Documented instructions for any manual SAP configuration required for the SOLMAN to CASD interface Documented instructions for any manual SAP configuration required for the CASD to SOLMAN interface 27

28 Installation (SAP) > Installing SAP Package uses the common /nsaint transaction > Installing CA adaptations uses the applyptf standard processes, and includes default data to realise immediate value for the integration 28

29 The Service Desk applyptf Package The applyptf package includes the necessary interfaces, htmpl files, and modification files for deploying the SAP integration on CA Service Desk > Files impacted by the integration: %NX_ROOT%\bopcfg\www\htmpl\web\a nalyst cnt_sap_tab.htmpl cr_sap_tab.htmpl detail_cr.htmpl detail_in.htmpl detail_pcat.htmpl list_cnt.htmpl list_in.htmpl list_pcat.htmpl %NX_ROOT%\bopcfg\majic SAPInteg.mods SAPInteg.mod9 SAPIntegpcd.spl 29

30 Questions? 30

31 CA Service Desk Manager & Microsoft System Center Operations Manager: a Catalyst Example Scenario Roger Morse

32 Abstract > Review an example of how to leverage CA Service Desk Manager to implement Federated Incident Management > Example Scenario: Manage Microsoft System Center Operations Manager (SCOM) alerts within CA Service Desk Manager to reduce risk, impact, and cost 32

33 Agenda > Situation Overview > Use Case Review > Benefits > Advantages 33

34 Situation Overview > Problem Events are often managed in a non-uniform manner across IT silos Difficultly integrating IT silos > Solution > Goals Move from reactive to responsive management Centralised and uniform processes Enable IT silos to work together Reduce risk, impact, and cost 34

35 UC1 - New SCOM Alert; Create New SDM Incident 35

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38 UC2 - Update SDM Incident; Update SCOM Alert Update SDM SDM L1+L2 LSP SCOM L1+L2 SCOM SDMOnEvent onevent(incident USMp) Top Package::Actor1 Check if AlertID exists Create new AlertKey(), with the AlertID findbykey Alert EPR Update Directive Update Alert Update Alert Response Message2 38

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41 UC3 - Update SCOM Alert; Update SDM Incident Update SDM SDM L1+L2 LSP SCOM L1+L2 SCOM SDMOnEvent onevent(incident USMp) Top Package::Actor1 Check if AlertID exists Create new AlertKey(), with the AlertID findbykey Alert EPR Update Directive Update Alert Update Alert Response Message2 41

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43 Extending the value of CA Service Desk Manager witlh integration connectors SAP Soution Manager, MS System Center Operations Manager Copyright 2009 CA

44 Integration Benefits > Automation MS System Center alerts are mapped and created as incidents in CA Service Desk Manager CA Service Desk Manager receives notification of MS System Center alerts Utilise CA s SOA-based, multivendor enabled, multi-point integration platform Leverage Microsoft s Connector Framework (MCF) API 44

45 Integration Benefits > Centralised and Uniform Process Bi-directional updates enable cross-it Silo co-operation Alerts cleared or updated within each solution are automatically cleared in the other Reduce Risk, Impact and Costs Provides extended triage and trouble-shooting information Accelerated management of faults become responsive 45

46 Advantages > Design is based on WS standards Using WS-Transfer & WS-Eventing Transfers or receives Unified Service Model (USM) based objects Unified Service Model is CA s approach for data transformation > End Point References (EPR) for each application are externalised Example: user name/password required for login to respective applications Externalisation of EPRs allows to switch easily from one instance to another of same application 46

47 Extending the value of CA Service Desk Manager with integration connectors SAP Solution Manager, MS System Center Operations Manager Roger Morse Brian Poissant

48 Appendix Supplemental Information 48

49 How CA Catalyst Works > Connector communicates to both the product and Logic Server Pattern (LSP) Receives the web service request from the product Supports mappings and transformations between Product Specific Object Model and USM Receives the USM object via web service call from LSP and converts it to product specific object model. Wraps Product API as WS-Transfer Acts as WS-Eventing client if an event broker is present 49

50 LSP The Policy Engine > Reconciles the object model > Operates on and delivers the reconciled USM > Retrieves and runs all USM policies > Brings the compatibility between different object models > Transforms one USM object to another > Supports Echo Policy Suppresses the update if the events are repeated Stores the objects temporarily for checking duplicate update Cleans up the store as soon as the duplicate event is received 50

51 M S S C O M SCOM L1 Connector AlertSO SCOM Inbound & Outbound Connector (Based on SCOM OMCF) EITM Platform and Information Model (LSP) IncidentSO CMDB L1 Connector SDM WS C A WS-Transfer / WS- Eventing WS-Eventing/ WS- Transfer > Builds on industry standards that CA and Microsoft Helped define Test integration > Simple, standard parts and tools for message/object transformation, correlation and reconciliation 51