IT Service Management in SAP Solution Manager, Value Beyond IT. Nathan Williams Enowa

Transcription

1 IT Service Management in SAP Solution Manager, Value Beyond IT Nathan Williams Enowa

2 LEARNING POINTS Learn how SAP Solution Manager provides the infrastructure to deliver IT Service Management across the entire organization Understand how the new CRM Web UI improves user acceptance and increases ease of adoption Explore 10 best-in-class features shared across all ITSM scenarios Gain insight on critical considerations, best practices, and lessons learned when implementing (or upgrading to) SAP IT Service Management

3 Agenda IT Service Management from SAP Solution Manager Integration into Application Lifecycle Management A Tour of the CRM Web UI 10 New and Impressive Cross-ITSM Features Best Practices for Configuration Upgrade to 7.1: Roadmap and Best Practices Wrap-up

4 Objective: Run IT Like a Business Traditional IT Technology-Driven Centralizing Operations In-House Reacting to Incidents Deploying One-Off Solutions Thinking About Your Users Introducing Informal Processes Focusing on IT Perspectives Fighting Fires Isolating Support in Silos Operational-Specific Business operations disrupted Customers are not supported properly Ad hoc support with lots of emergencies IT Service Management Process-Driven Distributing and Outsourcing Operations Proactively Preventing Problems Deploying Repeatable Solutions Thinking About Your Customers Enforcing Best Practices Focusing on the Business Perspective Preventing Issues Integrating Support Enterprise-Wide Service Orientation Efficient support of the business Happy customers Strategic services deliver reliability

5 ITSM Scenarios in SAP Solution Manager Application Incident Management Incidents Problems Service Requests Tasks All messages processed via the IT Service Desk in the SAP Solution Manager CRM Web UI Change Request Management Normal Changes Urgent Changes Defect Corrections Administration Changes General Changes Knowledge Management Knowledge Articles ITIL-compliant service and support processes built into SAP ITSM

6 ITSM Architecture: Scenario Integration

7 The Business Case for SAP ITSM SAP Solution Manager supports the entire customer solution, even beyond SAP User acceptance and adoption rates trend upwards Tools and documentation are available for quick setup Standard ITSM scenarios are pre-configured ITSM spans across the entire organization, not just IT Fully integrated into all phases of the application lifecycle You already own it

9 The Single Source of the Truth IT services are not only delivered only after go-live SAP ITSM integrates into all phases of the application lifecycle Not mandatory, but highly recommended to leverage ITSM throughout all ALM phases Drive towards SAP Solution Manager being the single source of truthfor ALM at every phase

10 Business Process Hierarchy Integration Business Blueprint and Configuration activities may require the initiation of an Incident or Test Case Error message Transaction SOLAR01 Business Blueprint Transaction SOLAR02 Configuration Integrate ITSM into Design phase activities Blueprinting, document management, etc. Integrate ITSM into Build phase activities Configuration and development management The Business Process Hierarchy brings a process-oriented method to managing Design and Build phase activities. Integrating SAP ITSM into these activities furthers the single source of truth concept.

11 Build/Design Phase Integration: How it works 1. Create the message from SOLAR01/02 2. Complete and send the Create Support Message form 3. Receive and process the message in the CRM Web UI

12 Test Phase Integration: Test Workbench Errors associated with testing can be created by the tester and processed in ITSM Test Case Errors are new as of SAP Solution Manager 7.1 Transaction type SMDT Incidents previously created outside of the Test Workbench can be assigned to test cases Pre-requisites Project created in SOLAR01 Test objects and scripts assigned to BPH Test plan created based on BPH Test packages generated based on test plan scope Testers assigned to test packages

13 Test Phase Integration: How it works 1. Locate test package and test case in the Test Management Work Center 2. Select Run 3. Select Create 4. Complete and send message form 5. Receive and process the message in the CRM Web UI

14 Test Phase Integration: How it works cont. Option 1: Create Incidents (SMIN) or Test Case Errors (SMDT) from the Test Case Or Option 2: Tie Case to Incident to maintain traceability Option 3: Assign previously created incidents to Test Case

15 Operation/Optimization Phase Integration Incidents are raised based on alerts generated from SAP Solution Manager monitoring Incidents can be created via two methods Follow-ups Manually from the monitoring Work Center Automatically Based on organization-defined parameters Monitoring Scenario Purpose Technical To improve the performance and health of SAP systems regardless of landscape size or complexity Provides dashboards to access logs, metrics, graphs associated with analyzing performance data related to monitoring your entire SAP landscape Business Process To proactively monitor core business processes to detect and resolve problems before the business is impacted To ensure that mission-critical business processes operate smoothly

17 The 7.1 Challenge: Amplify User Adoption Yesterday s SAP Solution Manager UI resulted in mixed user acceptance rates Using the SAP GUI as an end-user or non-sap user is not as intuitive as a Web-based application Work Centers provide some relief, but processing still occurs in the SAP GUI Transaction CRM_DNO_MONITOR for 7.0 search and reporting

18 The 7.1 Solution: Web UI Based on CRM 7.0 A state of the art Service Desk is presented in a simple, flexible, and easy-to-navigate interface Broad personalization capabilities across all ITSM scenarios Overcomes challenges with user acceptance and training Work Centers are no longer necessary for Service Desk and ChaRM functions!

19 Web Self-Service Platform for the Business Access the Knowledge Management Database Personalize your UI: Set password Add contact data Change layout/ui theme Etc. Create new Incidents and Service Requests Search and report on your own messages Access most recent transactions

20 Guided Procedures for Message Creation End users can quickly create Incidents and Service Requests using an easy-to-follow procedure Only the critical message data is required in order for the message to be routed to Level 1 support Assign the Business Role SOLMANREQU to the end users to launch guided procedures to create Incidents and Service Requests

21 A Dedicated UI for Level One Support Business role SOLMANDSPTCH allows L1 support to communicate back to users, search for solutions, dispatch, and update

22 A Comprehensive UI for ITSM Professionals

24 Multi-Level Categorization SAP-Related Non-SAP-Related Flexible means to classify SAP and non-sap messages Knowledge articles determined based on values Facilitates detailed analytics Up to 10 levels!

25 Text Management Use text templates (local or global) Adjust amount of data in the text area Filter on specific text types Large view for text log history Before Displays system details Rich text formatting

26 Time Recording Allows support teams to quickly record their processing time Configured based on organizational-specific metrics Activity types E.g., Analysis, support, consulting Time recording reminders Initial time unit value Easily integrated into existing IT Service Desk solutions

27 Service Level Management Manage and monitor Service-Level Agreements (SLAs) at the message level Alert stakeholders of service and response violations Helps to support contractually agreed-upon SLAs Available out-of-the box, mostly pre-configured Must be aligned to organizational requirements Service-Level Management helps ensure that the business is receiving optimal, agreed-upon service delivery from the IT organization

28 Service Level Management UI Options 1. Details Assignment Block 2. SLA Assignment Block 3. Dates Assignment Block

29 Knowledge Articles Create Knowledge Articles as follow-ups to messages Provide the reason and/or solution to the message Helps to speed the resolution of similar messages Define Knowledge Article details Link to Related Transactions

30 Knowledge Articles cont. Knowledge articles with the same categorization as a particular message can be proposed when choosing Find Knowledge Articles

31 E2E Traceability Across ITSM Processes Related messages are manually and automatically recorded across ITSM messages Relationships and Related Transactions assignment blocks The links to related messages are automatically updated by the system throughout message processing

32 Document Attachments and URLs Link to existing documents within the Knowledge Database content Upload documents from local hard disk Attachments and URLs saved to Attachments assignment block Advanced document management functions available Folders to organize attachments, check-in/out functionality, where-used lists, version control

33 CRM Web UI Generation Send s as follow-up documents from all ITSM transaction types directly within the CRM Web UI The contains description and text data of the message The is linked to the message in Related Transactions You are still able to use PPF sending actions They must be configured in the 7.1 profiles (i.e., SM*)

34 Mobile Applications for SAP ITSM SAP IT Change Approval for iphone and ipad SAP IT Incident Management for iphone and ipad 100% pre-configured functionality with standard applications available with SP06 (Enterprise Support) Approve and reject requests for change Create incidents View assigned requests for change (Change Manager) Display and sort requests by status, priority, and date Attach photos to incidents View processing status Reply to and confirm incidents Display information (e.g., scope, approvers, text log, and attachments)

35 IT Service Management Analytics

37 ITSM Configuration Roadmap One roadmap for implementing Application Incident Management and/or Change Request Management Use SOLMAN_SETUP as your starting point Most configuration activities are also available in the SAP Solution Manager Reference IMG Complete SOLMAN_SETUP Copy new Transaction Types and Profiles Adapt Profiles (Action, Status, Date, Text, etc.) Define Copy Control Rules for new Transaction Types Perform Web UI Configuration Customize new Functions Adapt User Authorizations and Roles ITSM Available for Testing

38 ITSM SOLMAN_SETUP Activities Provides wizards, accelerators, and documentation to quickly enable post-installation and scenario-specific tasks Post-installation activities require strong technical background Many ITSM configurations not required through SOLMAN_SETUP, but highly recommended

39 Preserve SAP-Delivered Transaction Types To ensure changes will not be overwritten during maintenance and upgrades SAP support typically requires standard transaction types when troubleshooting customer messages Also, copy dependent customization (e.g., partner determination, text determination, status schema, etc.) Copy standard ITSM transaction types into a Z* or Y* customer namespace E.g., SMCR ZMCR

40 Transaction Copy Tool Copy transaction type and profiles Update a previously copied transaction type Display technical details of transaction type All configurations stored in a transport request Available directly within SOLMAN_SETUP IT Service Management Also via AI_CRM_CPY_PROCTYPE Only transaction types created with the Transaction Type Copy tool can be automatically updated

41 Role Concepts: Business & Authorization Each ITSM end user will require specific Business Roles and Authorization Roles You must define this concept based on job duties and responsibilities

42 Web UI: Personalization & Configuration Personalization Configuration Local to the ITSM end user Administered by the end user Personalization dialogs, drag and drop, CRM Web UI theme Favorites, saved searches, assignment block organization Globally impacts all ITSM end users Adding fields Hiding fields Changing field properties (i.e., making a field mandatory)

44 Impacts to CRM 7.0 Configuration Transaction types All new transaction types are delivered with release 7.1 User interface 7.1 transactions and their related functionality are available only in the CRM Web UI Search and report on 7.0 transaction types in the new UI Messaging capabilities New ITSM capabilities are offered strictly within the new infrastructure Migration restrictions No automatic data or configuration migration strategy You must deploy a strategy to effectively transition to 7.1

45 Four Reasons to Transition Now No new innovations deployed on the 7.0 infrastructure Recommended to invest in 7.1 ALM or Run SAP Like a Factory initiatives going forward No upgrade prerequisites Perform the technical upgrade in one shot with minimal downtime Stability and availability Thousands of customers have upgraded and are using ITSM Ease of use Simple and intuitive navigation promotes greater user acceptance across the entire IT organization

46 Upgrade vs. Install: How do I Decide? If you have data to protect, it is strongly recommended you upgrade Fresh installations should be considered if SAP Solution Manager is used for very basic purposes Upgrade to 7.1 New 7.1 Installation If you have existing SAP CRM 5.0-based documents (or data related to other scenarios) If SAP Solution Manager is used for basic purposes Old documents still available for processing (SAP GUI) Basic monitoring, generating installation keys, downloading maintenance, etc. Configuration that has been copied into the customer namespace is preserved Also considered for fresh start initiatives Old documents can be searched for and reported on in the CRM Web UI Review hardware requirements

47 Best Practices for Landscape Design Each customer s SAP Solution Manager strategy will vary, which determines the landscape strategy and capacity We recommend, at minimum, a 2-tier SAP Solution Manager landscape to facilitate implementation and testing activities

48 Hardware and Sizing Recommendations Scenario A: No additional hardware investment needed No plans to build upon current architecture Configuration of data, scenario deployment/expansion, large volume of new users Adding a small number of additional managed systems and users Scenario B: Hardware review recommended Significant scope increase across environment Scenarios (Technical Monitoring, SAP ITSM, Documents, etc.) Users (e.g., 5,000+ users to support full ITSM rollout) Managed systems (e.g., to support monitoring, ITSM, etc.)

49 Strategically Plan a Transition to 7.1

50 Transition Phase Strategies: Four Options Option 1: Parallel Operation of Transaction Types Before Transition Beginning of Transition End of Transition After Transition Create and Process old transaction types Remove create authority (authorization object CRM_ORD_PR) for 7.0-based messages Close all old messages Remove old transaction types from DNO_CUST04 when you are completely finished Allow create authority only for 7.1- based messages Remove change authorization for 7.0- based messages 7.0-based transaction types are no longer processed Add new transaction type to DNO_CUST04 Use field PROCESS_TYPE so it will be the default for new transactions Old messages can be viewed, but no longer changed Assign old transaction types to field PROCESS_TYPE_ADD

51 Transition Phase Strategies: Four Options Option 2: Close Everything 7.0 Related Prior to the Upgrade For organizations who no longer want to support (process) 7.0 transactions after the 7.1 upgrade Beneficial for systems with a minimum number of open 7.0 transaction types Technical upgrade must be planned carefully to minimize ITSM downtime

52 Transition Phase Strategies: Four Options Option 3: Manual Data Migration Ideal for customers who want to use the 7.1 functionality, but still require processing effort for old transactions Requires manual data entry into 7.1 transactions Attachments Text types (descriptions) General data Status value advancement Brings value quickly, but can be tedious

53 XX Option 4: Maintenance Cycle Takeover Shift Old Maintenance Cycle (SDMN) to the Completed Phase Create New SMMN Maintenance Cycle Unfinished and Existing Change Transactions Taken Over SMMN Now Controls and Processes SD* (ZD*) Transactions New Change Transactions SM* (ZM*) Created Use the Takeover feature with Option 1 for a hybrid approach! 7.0 Maintenance Projects are stored in table /TMWFLOW/OLDPROJ After the upgrade, you have the option to enter new projects in table /TMWFLOW/SWITCH. This will spawn 7.0 transaction types when generating a task list and cycle transaction.

55 RETURN ON INVESTMENT You already own it SAP Solution Manager is included as part of your maintenance / license agreement with SAP Enterprise Edition provides support beyond SAP

56 BEST PRACTICES Change Control Management in SAP Solution Manager leverages best practices for transport management Transport of Copies Enhanced CTS (CTS+) Retrofit Cross System Object Lock (CSOL) Downgrade Protection Reporting

57 KEY LEARNINGS IT Service Management in SAP increases the quality of IT services delivered to the business IT Service Management supports the entire customer solution Web-based user interface improves end-user satisfaction New transaction types must be adopted in order to leverage the benefits of 7.1 You need a solid strategy if you plan to upgrade from 7.0 to 7.1 with ChaRM already deployed Now is the time to establish a 2-tier (at minimum) Solution Manager landscape It is now much more difficult to make a business case for third-party IT Service Management tools

58 Available Now from SAP-PRESS.COM Up to date (SP07) Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk) Explore the features and components of ChaRM and AIM that set them apart Benefit from practical advice and best-practice tips and tricks

59 How to contact me:

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61 THANK YOU FOR PARTICIPATING Please provide feedback on this session by completing a short survey via the event mobile application. SESSION CODE: 1613 For ongoing education on this area of focus, visit