SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution Management

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1 SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution

2 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP AG or an SAP affiliate company. All rights reserved. 2

3 ITIL tool certifications Pink Elephant Verification PinkVERIFY TM is an internationally recognized IT (ITSM) tool suite assessment service. It was created in 1998 to help ITIL/ITSM practitioners identify software tools that would support their process improvement initiatives and to provide ITSM tool vendors and service providers with a process to demonstrate and certify their product s ITIL compatibility to general platform, core and integration criteria. The certification is currently possible for 15 ITIL 2011 edition possible. Serview certified tool As an independent Business Consulting company, SERVIEW observes and analyses the market for Software solutions in the area of "Business IT Alignment". With the "SERVIEW CertifiedTool award, SERVIEW creates transparency and comparability in the Best Practice-Software market (ITIL, PRINCE2, MSP etc.). By this SERVIEW is strictly neutral against vendors. That means, they don t take a fee for the audit of "SERVIEW CertifiedTool" and just grant those that are really fulfilling the ITIL requirements SAP AG or an SAP affiliate company. All rights reserved. 3

4 SAP Solution Manager verified for ITIL Lifecycle SAP Solution Manager 7.1 is a fully verified ITIL tool! Externally verified in all ITIL lifecycle phases Best practice configuration available for all 15 processes 2013 SAP AG or an SAP affiliate company. All rights reserved. 4

5 SAP Solution Manager Integrated IT with ITIL compliance IT IT Portfolio and Project Enhancement Incident 8 1 Business Requirement Problem Portfolio Minor Release Urgent Change Request for Change Single Source of Truth Project Design Mgmt Major Release Build Execution Business Process Monitoring and Analytics Monitoring of Systems, Technical Scenarios and End User Experience Run SAP like a Factory 3 3 Change Build Mgmt Test Mgmt Release & Deployment Test Execution Deployment execution Build SAP like Factory 2013 SAP AG or an SAP affiliate company. All rights reserved. 5

6 SAP Solution Manager 7.1 Supports the Whole Customer Solution End-to-End Support for both: SAP and non-sap Business Processes IT s Applications ABAP J2EE IT Infrastructure & End User Devices 2013 SAP AG or an SAP affiliate company. All rights reserved. 6

7 System Landscape for E2E Integrated SAP Solution Manager as the central IT integration platform SAP ERP* Financial SAP IT Infrastructure Mgmt.* Core IT Incident Request Fulfillment Problem Change Asset & Configuration Mgmt Level Release & Deployment Capacity (IT Desk)* Portfolio Availability Event Catalog IT Continuity Mgmt. SAP Solution Manager * separate license required 2013 SAP AG or an SAP affiliate company. All rights reserved. 7

8 SAP IT ITIL -aligned IT service and support processes with SAP Solution Manager Strategy Business Relationship Financial Design Catalog Mgmt. Level Mgmt.* Capacity Availability * IT Continuity Mgmt. Information Security Mgmt. Supplier Application ( Function) Portfolio Demand Transition Transition Planning and Support Change * Asset and Configuration * Release and Deployment * Validation and Testing* Change Evaluation Knowledge * IT Operations (Function) Operation Event * Incident * Request Fulfillment* Problem * Access Desk (Function)* Continual Improvement Review Measurement Reporting* ITIL verified Possible in SAP SM * preconfigured Best practice processes 2013 SAP AG or an SAP affiliate company. All rights reserved. 8

9 Certified ITIL processes

10 Portfolio Best Practice process Strategy Definition Portfolio Business Case Portfolio Manager Analysis Value-Add Prioritization Portfolio Authority Approval Portfolio Authorization Portfolio Manager Execution Communication Resource Allocation 2013 SAP AG or an SAP affiliate company. All rights reserved. 10

11 Create Portfolio as basis for a service catalog New service: Strategy Establish a service portfolio and service catalog as a basis for costing: Which services are provided by IT? What is the scope of each service? Define service requests for each service with fulfillment targets Define Level Agreements with customers Define prerequisites for each service (hardware, software, licenses) Provided Standard s - New Standard Mail Account (Mo-Fr, 8-17, 3d) - Extend Inbox Capacity (Mo-Fr, 8-17, 3d) - Error resolution (Mo-Fr, 8-17, 8h) - Extend server capacity (internal) Levels - Availability of (24x7, 0-24, 99,5%) - Mean time between failure (3 month) Prerequesites Mail Server (Software & Hardware) Network Internet Access Spam Gateway 2013 SAP AG or an SAP affiliate company. All rights reserved. 11

12 Financial Best Practice process Strategy IT Finance Manager Collect Costs Assign Costs Charge Costs Reporting Budget Holder 2013 SAP AG or an SAP affiliate company. All rights reserved. 12

13 Integration of SAP Solution Manager with SAP ERP based on standard interfaces Strategy SAP Solution Manager IT Project & Portfolio Resources & Time IT Incident, Problem Change Order & Request SAP IT Infrastructure CRM PPM / cpro Middle ware SAP ERP Time Payroll Controlling Customer s Project Systems Asset (MM) Billing (SD) Hardware Asset Software Asset (Licenses) 2013 SAP AG or an SAP affiliate company. All rights reserved. 13

14 Level Best practice process Business User IT Support 1 st/ 2nd Level Design Screens Create incident Incident in queue Processing 60% due Reminder Notification processor IRT running 100% due Escalation to Manager MPT running 60% due Reminder Notification processor 100% due Escalation to Manager Provide solution Contract SLA calculation SLA reporting 2013 SAP AG or an SAP affiliate company. All rights reserved. 14

15 Level Integration Design The Level is closely integrated with further processes within the ITIL: Change Incident Provides the agreed service times in the processing records Request Fulfillment Availability Level Define service agreements on CI Asset & Configuration Assign service agreements to services Catalog Managment Provide data for pricing Financial 2013 SAP AG or an SAP affiliate company. All rights reserved. 15

16 Catalog Approach General ITIL Approach Design Hardware PC New employee s Create User ITIL Catalog aims to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being prepared for operation. Catalog provides vital information for all other processes, such as service details, current status, and interdependencies of services. The service catalog is a database or structured document containing information about all live services, including those available for deployment. Licences SAP Solution Manager Solution: The SAP CRM service (product) master data is used to depict the service catalog in SAP Solution Manager. The SAP CRM Product Hierarchy is used to depict a structured content framework for services in SAP Solution Manager Set types are groups of service attributes that semantically belong together, e.g. Price. Set types appear as assignment blocks on a service record. With set types you create customer-specific views of a catalog for particular business partners or target groups. Prevent certain customers from seeing certain services in the catalog SAP AG or an SAP affiliate company. All rights reserved. 16

17 Catalog Best practice process Design Create IT Order Business User Select offered Auto Dispatch to teams Approve Order Request Fullfillment Split Order (auto) Process tasks Complete Request Screens Catalog (light) SAP Web Channel Approve Order 2013 SAP AG or an SAP affiliate company. All rights reserved. 17

18 Availability Best practice processes Design Monitor, Measure, Report, and Analyze Availability Investigate and Component Outages Availability Manager Risk Assessment and Implement Countermeasures Reporting and Data Storage in the Availability Information System Screens Availability Reporting Availability Monitoring Availibility Dashboard 2013 SAP AG or an SAP affiliate company. All rights reserved. 18

19 Availability Highlights Design IT Calendar Projected Outage The Technical Administration work center in SAP Solution Manager provides tools and capabilities to support IT Operations teams in the efficient planning, implementation, execution, and reporting of the day-to-day operational activities. Escalation and Notification Alerts Notification allows you to centrally maintain recipients or recipient lists for various SAP Solution Manager applications, such as Work Mode, Alert Inbox, System Monitoring, PI Monitoring, BI Monitoring End User Experience Monitoring Measurement of availability and response times from an end user perspective Reporting Get an aggregated overview of scenario availability and performance behavior over time Visualize trends regarding availability and performance for scenario, script, robot and single step One infrastructure (SAP Solution Manager Monitoring & Alerting infrastructure) to monitor Business Processes SAP & Non SAP applications IT infrastructure devices Further information: SAP AG or an SAP affiliate company. All rights reserved. 19

20 Capacity Best practice process Capacity Manager Design Review Current Capacity and Performance Improve Current and Component Capacity Store Information in the Capacity Information System (CMIS) Assess, Agree, Document, and Plan New Requirements and Capacity Screens Trend Analysis Capacity Reporting CPU utilization Overview 2013 SAP AG or an SAP affiliate company. All rights reserved. 20

21 Change Best Practice process Transition Requester Change Change Authority Create Request for Change Process and Review RfC Assess and Evaluate Change Request for Change Authorize Chang, Build and Test Change Coordinate change build and test Change Authority Authorize change deployment Change Coordinate Change Deployment Change Document Review and Close Change 2013 SAP AG or an SAP affiliate company. All rights reserved. 21

22 Release and Deployment Best Practice process Transition Create Release Record Release Manager Process Release Record Plan Release Execution Developer & Tester Change Execution (Build & Test) Technical Administrator Go-Live / Deployment of Release (Deploy) Release Manager Post Implementation Review Release Closure 2013 SAP AG or an SAP affiliate company. All rights reserved. 22

23 Supporting all types of deployments Transition Normal Change Urgent Change Admin Change General Change Regular maintenance Implementation Projects Depending on project release-cycle Integrated with SAP Transport Emergency Changes Optimized for fast processing Independent from project release cycle Integrated with SAP Transport! Documentation of only Administrative activities only Related to system landscape of change project Not integrated in SAP Transport Changes on IT Assets Mobile Devices Printer Not mandatory related to any change project 2013 SAP AG or an SAP affiliate company. All rights reserved. 23

24 Asset & Configuration SAP Solution Manager as a Configuration System (CMS) CMDBs Continual Improvement Transition Applications (SAP & 3rdparty) IT Assets (ERP) IT Infrastrucure (Network devices) Asset & Configuration ccmdb (iobjects) BPs Business Process Design Transition Strategy Operation Configuration Item Landscape Browser SAP IT Infrastructure 2013 SAP AG or an SAP affiliate company. All rights reserved. 24

25 Asset & Configuration Integration Transition SACM is closely integrated with further processes within the ITIL: Change SLAs Documented in Identifies the impact of proposed changes Incident Asset & Configuration Captures key financial information Provides and maintains key diagnostic information Problem Provides and maintains key diagnostic information Reflects capacity in CI data Continuity Identifies the assets on which the business services depend Reflects availability in CI status Level Financial Capacity Availability 2013 SAP AG or an SAP affiliate company. All rights reserved. 25

26 Knowledge Best Practice process Transition Process Search released solution in Knowledge database Screens Business User Search released solution in Knowledge database IT Support 1 st Level Assign Knowledge article (KA) to ticket Provide solution Notification to business user Describe solution Notification to end user IT Support 2 nd Level Create KA with problem & solution descriptions Create Knowledge Article Check & release KA 2013 SAP AG or an SAP affiliate company. All rights reserved. 26

27 Knowledge Distribution channels Transition Share Favorites Save any ticket as your personal or as an community favorite My Sharebox Share Tags, Favorites, Saved Searches or Saved reports with colleagues Tags Define own tags and build your own tag cloud My Saved Searches Define a set of filter criteria for your search and save it for a quick access Broadcast Messaging in IT Desk 2013 SAP AG or an SAP affiliate company. All rights reserved. 27

28 Event Best practice process Operations Process Monitor Alert Inbox Screens IT Monitoring ( OCC) Analyse alert (Auto- ) Forward to Incident Receive incident Search for solutions IT Experts Provide solution Optional -Handover to Problem Mgmt. Alert Monitor Alert Inbox Metric Monitoring 2013 SAP AG or an SAP affiliate company. All rights reserved. 28

29 Incident Best practice process Operations Process Create IT message Screens Business User Categorize IT Ticket with guided procedure Send to IT Support Receive incident 1st Level Search for solutions IT Support Provide solution Optional - Handover to Problem Mgmt Total Duration 10 Working Duration 0 Very High High Medium Low Self UI ITSM Analytics Resolve incidents 2013 SAP AG or an SAP affiliate company. All rights reserved. 29

30 Request Fulfillment Best Practice process Operations Process Browse Catalog Screens Requester Raise Request Request Processor (IT Support) Fulfill individual service tasks Requester Closure of Request 2013 SAP AG or an SAP affiliate company. All rights reserved. 30

31 Problem Best practice process Operations Process Business User Create Incident message Screens IT Support 1 st Level Search solutions & Dispatch Analysis IT Support 2 nd Level Handover to Problem Create Problem message Related Search Lock related incidents IT Experts Deep issue investigation Provide solution & Update Incident(s) Handover to Change Mngmt. Create Request for Change Process 2013 SAP AG or an SAP affiliate company. All rights reserved. 31

32 Thank You! Contact information: David Birkenbach Senior Solution Manager 2013 SAP AG or an SAP affiliate company. All rights reserved.

33 2013 SAP AG 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 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. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group 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. SAP 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 other countries. Please see for additional trademark information and notices SAP AG or an SAP affiliate company. All rights reserved. 33