SM250 IT Service Management Configuration

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1 SM250 IT Service Management Configuration. COURSE OUTLINE Course Version: 16 Course Duration: 4 Day(s)

2 SAP Copyrights and Trademarks 2016 SAP SE or an SAP affiliate company. 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 SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see copyright/index.epx for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

3 Typographic Conventions American English is the standard used in this handbook. The following typographic conventions are also used. This information is displayed in the instructor s presentation Demonstration Procedure Warning or Caution Hint Related or Additional Information Facilitated Discussion User interface control Example text Window title Example text Copyright. All rights reserved. iii

4 iv Copyright. All rights reserved.

5 Contents vii Course Overview 1 Unit 1: Solution Manager Concept 1 Lesson: Benefits 1 Lesson: SAP Solution Manager Architecture 3 Unit 2: IT Service Management Overview 3 Lesson: ITSM and ALM 3 Lesson: ITSM Processes: Service Request, Incident, Problem and Knowledge Article 5 Unit 3: Basic Setup 5 Lesson: Technical Prerequisites 5 Lesson: ITSM Configuration 7 Unit 4: Master Data 7 Lesson: Creating Business Partners 7 Lesson: Maintaining Installed Base Components 7 Lesson: Organizational Model 9 Unit 5: The Work Environment: Using the WebClient UI 9 Lesson: Available Business Roles in IT Service Management 9 Lesson: How to access WebClient UI 9 Lesson: Personalization of the work environment 11 Unit 6: Service Catalog and Service Request Management 11 Lesson: Concept of the Service Fulfillment Process 11 Lesson: Maintaining a Service Catalog 11 Lesson: Requesting a Service 11 Lesson: Processing a Service 13 Unit 7: Incident & Problem Management Process 13 Lesson: ITIL Best Practice Process 13 Lesson: Creating Incidents 13 Lesson: Processing Incidents 13 Lesson: Processing Problems 15 Unit 8: Knowledge Management Process 15 Lesson: Technical Prerequisite: TREX 15 Lesson: Creating Knowledge Articles Copyright. All rights reserved. v

6 17 Unit 9: IT Service Management Customizing I 17 Lesson: The Meaning of Transaction Types 17 Lesson: Customizing the CRM Service Transaction 19 Unit 10: IT Infrastructure Management 19 Lesson: Overview: Features and Functions 19 Lesson: Integration in the ITSM Processes 21 Unit 11: Monitoring and Reporting (ITSM Analytics) 21 Lesson: Monitoring of ITSM Tickets 21 Lesson: ITSM BW Reporting 23 Unit 12: IT Service Management Customizing II 23 Lesson: Enhanced Customizing Options 23 Lesson: Categorization 23 Lesson: Business Partner Determination 23 Lesson: Configuration of the Business Role 24 Lesson: Enhancement of the CRM WebClient UI 24 Lesson: Widgets 24 Lesson: Service Level Agreements vi Copyright. All rights reserved.

7 Course Overview TARGET AUDIENCE This course is intended for the following audiences: Copyright. All rights reserved. vii

8 viii Copyright. All rights reserved.

9 UNIT 1 Solution Manager Concept Lesson 1: Benefits Understand the role of SAP Solution Manager in Application Lifecycle Management Lesson 2: SAP Solution Manager Architecture Describe the architecture of SAP Solution Manager Copyright. All rights reserved. 1

10 Unit 1: Solution Manager Concept 2 Copyright. All rights reserved.

11 UNIT 2 IT Service Management Overview Lesson 1: ITSM and ALM Explain the IT Service Management and its linkage to ALM Lesson 2: ITSM Processes: Service Request, Incident, Problem and Knowledge Article Describe the different ITSM processes Copyright. All rights reserved. 3

12 Unit 2: IT Service Management Overview 4 Copyright. All rights reserved.

13 UNIT 3 Basic Setup Lesson 1: Technical Prerequisites Understand the prerequisites for the initial ITSM configuration Lesson 2: ITSM Configuration Perform an initial ITSM configuration with the help of guided procedures in the Solution Manager configuration (SOLMAN_SETUP) Copyright. All rights reserved. 5

14 Unit 3: Basic Setup 6 Copyright. All rights reserved.

15 UNIT 4 Master Data Lesson 1: Creating Business Partners Create business partners with business partner role Business Partner (General) Create business partners with business partner role Employee Lesson 2: Maintaining Installed Base Components Assign business partners to an IBase component Lesson 3: Organizational Model Assign a business partner to a position within an organizational structure Copyright. All rights reserved. 7

16 Unit 4: Master Data 8 Copyright. All rights reserved.

17 UNIT 5 The Work Environment: Using the WebClient UI Lesson 1: Available Business Roles in IT Service Management Explain the meaning of Business Roles Explain the different predefined UIs SAP is delivering Lesson 2: How to access WebClient UI Outline the relationship between business roles and authorization roles Assign a business role to a user Lesson 3: Personalization of the work environment Explain different personalization options for the WebClient UI Outline different configuration options for the WebClient UI Copyright. All rights reserved. 9

18 Unit 5: The Work Environment: Using the WebClient UI 10 Copyright. All rights reserved.

19 UNIT 6 Service Catalog and Service Request Management Lesson 1: Concept of the Service Fulfillment Process Explain the concept of Service Request Management and Service Request Fulfillment, and how it is linked to IT Service Management Lesson 2: Maintaining a Service Catalog Explain the concept of a Service Catalog Lesson 3: Requesting a Service Request a service in SAP Solution Manager Lesson 4: Processing a Service Fulfill a requested service Copyright. All rights reserved. 11

20 Unit 6: Service Catalog and Service Request Management 12 Copyright. All rights reserved.

21 UNIT 7 Incident & Problem Management Process Lesson 1: ITIL Best Practice Process Outline the process flow for Incident and Problem Management Lesson 2: Creating Incidents Create incidents from a managed system Create incidents using the WebClient UI Lesson 3: Processing Incidents Process incidents with the help of the WebClient UI Lesson 4: Processing Problems Create and process problems with the help of the WebClient UI Copyright. All rights reserved. 13

22 Unit 7: Incident & Problem Management Process 14 Copyright. All rights reserved.

23 UNIT 8 Knowledge Management Process Lesson 1: Technical Prerequisite: TREX Understand the functionality of a TREX Lesson 2: Creating Knowledge Articles Understand the concept of Knowledge Articles Create Knowledge articles Copyright. All rights reserved. 15

24 Unit 8: Knowledge Management Process 16 Copyright. All rights reserved.

25 UNIT 9 IT Service Management Customizing I Lesson 1: The Meaning of Transaction Types Explain the meaning of transaction types for IT Service Management Lesson 2: Customizing the CRM Service Transaction Explain the meaning of determination procedures and profiles that are assigned to the transaction type for incidents Outline the procedure to copy transaction types for Incident Management into the customer namespace List advanced customizing options for Incident Management Copyright. All rights reserved. 17

26 Unit 9: IT Service Management Customizing I 18 Copyright. All rights reserved.

27 UNIT 10 IT Infrastructure Management Lesson 1: Overview: Features and Functions Explain the value of IT Infrastructure Management Lesson 2: Integration in the ITSM Processes Describe the integration between IT Infrastructure Management and IT Service Management Copyright. All rights reserved. 19

28 Unit 10: IT Infrastructure Management 20 Copyright. All rights reserved.

29 UNIT 11 Monitoring and Reporting (ITSM Analytics) Lesson 1: Monitoring of ITSM Tickets Define own queries with multiple seach criteria Re-use this query Graphical presentation of this result list Export result list to spreadsheet Lesson 2: ITSM BW Reporting Start ITSM BW Reporting Select Timeframe Select Multiple Filter Criteria Copyright. All rights reserved. 21

30 Unit 11: Monitoring and Reporting (ITSM Analytics) 22 Copyright. All rights reserved.

31 UNIT 12 IT Service Management Customizing II Lesson 1: Enhanced Customizing Options Understand the connection between Transaction Types and its Profiles Understand the concept of Action, Partner, and Status Profiles Maintain/enhance the Profiles Lesson 2: Categorization Understand and explain the Multilevel Categorization Create and adjust a Multilevel Categorization to customer-specific requirements Lesson 3: Business Partner Determination Understand the various options for automatic Business Partner Determination in SAP Solution Manager Get an idea of rule-based dispatching via the rule modeler Configure a Business Partner Determination with Business Rule Framework Plus (BRF+) and PFAC Lesson 4: Configuration of the Business Role Understand the configuration of Business Roles and Technical Roles Add/Delete CRM WebClient UI work center entries Copyright. All rights reserved. 23

32 Unit 12: IT Service Management Customizing II Lesson 5: Enhancement of the CRM WebClient UI Understand the enhancement options of the CRM WebClient UI Enhance the CRM WebClient UI by adding a new Partner Function and Remove a Field, e.g., Recommended Priority Lesson 6: Widgets Understand the widget functionality Maintain and assign the filter criteria for Widgets Add/delete/maintain widgets Lesson 7: Service Level Agreements Explain the concept of Service Level Agreements in SAP Solution Manager Configure the Standard Service Level Agreement Get a basic Idea about SLA Reporting & Monitoring Learn where to find additional Information about Service Level Agreements 24 Copyright. All rights reserved.

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