SAP Solution Manager Service Desk

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1 SAP Solution Manager Service Desk Incident Management for SAP and beyond Product Management SAP Solution Manager SAP AG

2 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

3 The facets of complexity Simplicity for end-users and more powerful architectures result in more complexity for IT infrastructure and application management Customer challenges: Complexity Technology Skills Resources Risk Costs

4 SAP Solution Manager is SAP s standard application management platform SAP Solution Manager standardizing essential SAP application management tasks SAP Solution Manager Provides tools, content and best practices for the entire solution life cycle Is mandatory for all Business Suite 2005 and beyond customers SAP recommends to use SAP Solution Manager release 7.0 Deploying SAP Solution Manager is a best practice step every customer should take to prepare for the world of enterprise service-oriented architecture Derek Prior, AMR Research

5 E2E Solution Operation Standards Customer s Business Unit Global Business Process Champion Regional Business Process Champion End User Integrated Help Desk PMO (Program Office) Change Request Management Out Tasking Out Sourcing SAP Collaboration Platform = SAP Solution Manager Customer s IT Application Management Blue printing, testing, e-learning management, maintenance management, issue management, document management application diagnostics Custom Development Business Process Operations Job Scheduling, Business Process Monitoring System diagnostics and administration IT Infrastructure SAP Standards in Operations reduce Total Cost of Operations and enable Mission Critical Support SAP Standards available Defined SAP interfaces

6 SAP Solution Manager as Collaboration Platform SAP SAP Customer SAP Partner SAP Consulting Support organization (CCC) SAP Service Marketplace SAP Experts Application Management

7 SAP Solution Manager Strategy SAP Solution Manager has matured into a stable product which provides standard application management functions for SAP solutions to customers. Therefore, SAP moves away from the annual release cycle of SAP Solution Manager: There will be no new SAP Solution Manager release before 2009 at the earliest A new release date will be communicated at least one year prior to ramp-up SAP recommends to its customers to move to SAP Solution Manager 7.0 because this release is SAP s application management solution of choice. SAP Solution Manager 7.0 Rampup Mainstream Maintenance customer-specific maintenance SAP Solution Manager 3.2 Rampup Mainstream Maintenance Customer-specific maintenance Oct Dec Oct Dec Mar Dec Dec Mar Dec Mar

8 Enhancing SAP Solution Manager 7.0 SAP Solution Manager will be enhanced continuously For specific customers through focus-group specific extensions which can be deployed flexibly on top of SAP Solution Manager For all customers through dedicated support packages which enhance the standard SAP Solution Manager functionality For specific customers through adapters which improve the integration to 3rd party tools like HP etc.

9 SAP Solution Manager Essential Scenarios Implementation of SAP solutions Solution Monitoring Upgrade of SAP solutions CORE BUSINESS PROCESSES Service Desk Best Practices for messaging Integration of 3rd-party help desks Change Request Management Root Cause Analysis Delivery of SAP Support Services

10 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

11 End-to-end processes in heterogeneous environments Isolating parts in heterogeneous environments distorts analyses because of dependencies. Service Desk in SAP Solution Manager Central instance for the entire SAP solution life cycle Single point of access to IT landscape and core business processes Common message processing model

12 SAP Solution Manager Service Desk - Process Customer SAP Business User Incident is recorded Solution Support Search for Solution SAP Service Marketplace Application Service Desk Customer Solution Database Root Cause Analysis SAP Solution Manager & Diagnostics Forward Problem Root Cause Analysis SAP Support Provide Solution Customer Solution Database Solution

13 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

14 Create Message Easy creation of messages from regular work area Help -> Create Support Message Short text / long text / priority Business User Customer Support SAP AGS File attachments Automatic collection of important system data Create Message Transaction code / program ID Database version Support Package level Easy creation of messages with BSP application Creation of messages via additional input channels Key users can use SAP Solution Manager directly for message creation Call-center,

15 Create Message 1/5 1 2

16 Create Message 2/

17 Create Message 3/5

18 Create Message 4/

19 Create Message 5/5 1 2

20 Analyze Message Automatic assignment of support organization Several support levels possible Identify existing service contract Business User Customer Support SAP AGS Assignment of support employees for processing Automated message assignment according to freely definable criteria Create Message Analyze Message Message assignment to processor s work list Forwarding message to another processing group / processor Automatic notification of processor

21 Assign Support Team 1/3

22 Assign Support Team 2/3

23 Assign Support Team 3/3 2 1

24 Request Information Further information can be requested from business user , telephone User provides additional information Business User Customer Support SAP AGS Telephone SAP Solution Manager Create Message Request Information Analyze Message

25 User Provides Additional Information 1/4

26 User Provides Additional Information 2/4 1 2

27 User Provides Additional Information 3/4

28 User Provides Additional Information 4/4

29 Search for Solution Know how of internal support employees Integrated Customer Solution Database Business User Customer Support SAP AGS Search for symptoms and solutions Fast solution of recurring problems Automatic documentation of problem solution Build up your own Q&A database SAP Service Marketplace Create Message Request Information Analyze Message Search Solution Trigger SAP Notes search directly in SAP Service Marketplace

30 Search for Solution Search in Solution Database Search for SAP Notes

31 SAP Notes Search Integration 1/4 1 2

32 SAP Notes Search Integration 2/4 2 Defaults taken from current message 1

33 SAP Notes Search Integration 3/4 Select SAP Notes

34 SAP Notes Search Integration 4/4

35 Hand over to SAP Active Global Support Send a message to SAP Forward messages to SAP Support back office if your support organization cannot solve the problem Bi-directional interface for forwarding messages and receiving solutions No need to log on to SAPNet R/3 Frontend Provide logon data Business User Create Message Request Information Customer Support Analyze Message Search Solution SAP AGS maintain logon data in secure area Hand over to SAP Provide logon data Request logon data

36 Secure Area Integration 1/4

37 Secure Area Integration 2/4

38 Secure Area Integration 3/4

39 Secure Area Integration 4/4

40 Provide Solution Receive an answer from SAP Message processing by SAP Active Global Support Business User Customer Support SAP AGS Remote support integration Application sharing between end-users, support employees and SAP Support back office experts Automatic transfer of changes to the message status Solution provided via SAP Notes Create Message Request Information Analyze Message Search Solution Hand over to SAP Provide logon data Request logon data Provide Solution

41 Apply Solution Note implementation Automatic implementation of SAP Notes with SAP Notes Assistant Business User Customer Support SAP AGS Verify solution Testing Evaluation of responsible employee Send solution to end-user Create Message Request Information Analyze Message Search Solution Using output functions of service process (print, mail, fax) Transport changes to the productive environment Software change management Enter solution in solution database Hand over to SAP Provide logon data Apply Solution Request logon data Provide Solution

42 Solution Database 1/4 1 2

43 Solution Database 2/4 Classify symptom Notes and Attachments of the message Classify solution

44 Solution Database 3/4 Auto Text selection Easy selection which data should be selected

45 Solution Database 4/4 Solutions are attached to the support message

46 Close and Confirm Message Close and confirm message End-user tests solution The problem message is confirmed by the end-user Business User Customer Support SAP AGS Create Message Request Information Analyze Message Search Solution Close Message Hand over to SAP Provide logon data Apply Solution Request logon data Provide Solution

47 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

48 The SAPGui Service Desk User Interface GUI version of Service Desk messages is further available in SAP Solution Manager 7.0.

49 Additional User Interface as of Release 4.0 Work Center Incident Management (1)

50 Additional User Interface as of Release 4.0 Work Center Incident Management (2)

51 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

52 Configuration Standard support message type delivered with pre-configured Service Desk application including Roles Authorization concept Inboxes and monitors Status schema, text types Extended Configuration Support levels Automated notification at status changes SAP SmartForms Contracts Service Level Agreements

53 Automatic Notification Service Desk configuration enables automatic notification at status changes. Configurable notifications can be sent automatically when status are changed in a support message Possible communication channels SMS Pager Fax

54 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

55 Typical Questions to be answered by Service Desk Reporting How many messages were reported? For a given time interval, per organization, per SAP component How long did it take to complete messages? Overall and specific How many were solved with the internal solution database? How many with SAP notes? How many with help from SAP? How many were converted into how many change requests? How is the satisfaction of end-users? Which messages are in process/completed...? By service desk employee/organization

56 Service Desk Reporting Selection Screen

57 Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

58 End-to-end processes: Challenges beyond SAP support Service Desk must adapt to existing infrastructures to support end-to-end processes in Enterprise SOA enabled environments. Customer challenges: Existing help desk applications Proven support processes Customer needs: Improve quality of information Extend communication options Facilitate message-processing

59 Partner Interface to SAP Solution Manager Service Desk Integration Service Desk can be integrated into existing help desk applications Bidirectional exchange SAP Solution Manager 7.0 offers a bi-directional interface to exchange messages between the Service Desk and third party help desk tools Flexibility Integration scenario is based upon web services (simple, flexible and platform independent) and is officially certified by SAP Openness The interface is open and any partner can subscribe to it, there is no preferred partner tool

60 Integrating 3rd-party help desks: Option 1 Existing help desk and process remain unchanged. SAP Solution Manager Service Desk is integrated as an added value to optimize SAP solution operations. Features: Existing help desk application as primary help desk (recommended to support primarily non-sap components) Proven support channels are preserved, no end user training necessary Messages only forwarded to SAP Solution Manager if SAP-related (on demand) Benefits: Improve quality of SAP support by new level of solution information Extend communication options and collaboration with SAP Facilitate message-processing

61 Integrating 3rd-party help desks: Option 2 SAP-related messages can be sent to SAP Solution Manager directly. 3rd-party help desk available for information requests or non-sap messages. Features: Service Desk as primary help desk (recommended to primarily support SAP components) Additional channel for end users (log messages directly from SAP applications) Messages are forwarded to 3rd party help desk if root cause is non-sap (on demand or automated) Benefits: System information captured and logged automatically Extended communication options and collaboration with SAP

62 Integrate Help Desk Systems from Other Vendors SAP Customer SAP Active Global Support SAP Solution Manager Service Desk External Help desk system Message RFC Message Web Services SOAP/HTTP Web Services Message RFC SAP Application Non-SAP-Application/ IT Infrastructure

63 Benefits Productivity and efficiency Accelerating the solution times for incidents and support messages Communication Improved within the IT organization, and between IT and business users Bidirectional, seamless exchange between both systems via Web services Data exchange can be automated (incl. all attributes such as priority, file attachments, etc.) Both service desk teams benefit from seamless data exchange and a common outlook The service desk better responds to events and problems, leading to an improved service level and user acceptance Consistent reporting Achieved by effectively applying the new integration features

64 SAP Solution Manager Service Desk XT (Extended Usage) Service Desk XT is an extension package for SAP Solution Manager. It extends the standard Service Desk s usage to non-sap problems (and offers integration into the ERP system). Risk-free Test the standard Service Desk at no additional license cost Ready to use Use preconfigured best practices for initial system setup Easy to extend Extend the Service Desk for non-sap related problems without additional software installations

65 Service Desk XT - Scope Scope Service Desk XT can be used for IT- and telecommunication device-related requests The proven best practices for messaging in SAP can be used as a template to model non- SAP support processes Additional functions available, e.g. to replicate equipment from SAP ERP to SAP Solution Manager Target Group IT departments who do not have an existing help desk solution in place or who want to replace an existing one Smooth transition Service Desk processes are pre-configured in SAP Solution Manager and can be easily used for proofs of concept Service Desk XT licenses can be acquired after proof of concept

66 Service Desk XT and SAP CRM Scope of SAP Solution Manager Application Management platform to enable E2E Solution Operations providing integrated functions which support the entire solution life cycle SAP Solution Manager 7.0 uses SAP CRM 5.0 functions and will keep on doing so at least until 2009 Service Desk XT can be used for IT requests and requests related to telecommunication devices Scope of SAP CRM Acquire and retain customers, improve customer loyalty, gain customer insight, and implement customer-focused strategies Drive new growth, maintain competitive agility, and attain operational excellence Interaction center and service management functions can be used for all service requests (e.g. related to facility mgt., technical service mgt., employee and accounting services etc.) Further SAP CRM releases Interaction center and service management functions will be enhanced on a continuous basis. This includes IT-related services and processes. These enhancements will not be part of SAP Solution Manager 7.0

67 Benefits of Service Desk XT Single point of access One Service Desk system for the entire solution, SAP and non-sap Integration Seamless integration to Solution Monitoring, Change Request Management, Maintenance Optimizer, One Transport Order etc. Option to integrate into SAP ERP 2005 Compliance with SAP Standards for E2E Solution Operations SAP Solution Manager is the enablement platform for SAP s Standards for E2E Solution Operations Service Desk is the interface for efficient and effective collaboration with SAP

68 Availability Service Desk XT The scenario is available since January 2007 Pricing information For pricing information contact your account executive

69 Summary SAP Solution Manager Service Desk Pre-configured Best Practices for SAP-related incident management Optimized collaboration with SAP Active Global Support More efficient and effective SAP solution operations Extension package: Service Desk XT Single point of access to E2E solution operations Consistent reporting and support processes Seamless integration into application management processes Integration into existing support infrastructures Enhanced communication Seamless and bidirectional data exchange Flexibility and openness

70 Publication related to SAP Solution Manager: SAP Solution Manager Complete reference to SAP Solution Manager Concept of SAP Solution Manager and its strategic importance for application management and cooperation with a strong reference to ITIL Comprehensive approach to the complete portfolio along the life-cycle - all functions, tools and processes, incl. third-party-integration Detailed customer field-reports deliver insight into firsthand, practical experience German edition available ISBN English edition available ISBN

71 Publication related to SAP Solution Manager: CobiT and the Sarbanes-Oxley Act The SOX Guide for SAP operations Roadmap to implementing CobiT controls using SAP tools and services with a special focus on the SAP GRC portfolio and SAP Solution Manager Explanation for business/it requirements evolving from the Sarbanes-Oxley Act and outline of SOX-relevant controls of the CobiT framework Description of the portfolio SAP provides for the smooth implementation of controls within IT operations German edition ISBN English edition ISBN

72 Brand New Publication : SAP Solution Manager Service Desk Functionality Discover the Service Desk inside SAP Solution Manager 7.0 Introduction into the Service Desk, the concept and function provided. Detailed description on customizing steps, coding examples and practical hints. Presentation of new upcoming scenarios and useful functions to enhance your Service Desk. Benefit from the experience gained from many Service Desk implementations. German edition ISBN English edition coming soon SAP 2007 / Page 72

73 Further Information General Information Service Desk -> Functions in Detail -> Support Area General Information SAP Solution Manager (General information) (Learning map) Documentation -> Documentation -> SAP Solution Manager -> Service Desk -> Installation Guides -> Release 7.0 (Scenario description and configuration guide) Training -> Training

74 Copyright 2006 SAP AG. 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 AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iseries, pseries, xseries, zseries, z/os, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. 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 shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to thirdparty Web pages.

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