SAP Solution Manager Usage Rights focus topic: ITSM. SAP AGS - Solution Management 2014

Transcription

1 SAP Solution Manager Usage Rights focus topic: ITSM SAP AGS - Solution Management 2014

2 Simplification and expansion SAP Our mission: Simplified usage rights, easy to understand and beneficial for our customers SAP Solution Manager for customer shall be used for internal or enterprise wide IT - only. SAP Solution Manager usage for partner (e.g. VAR) and Service Provider, etc., might have different definitions of usage rights. Contact your SAP partner manager. 3 steps to check the ITSM usage rights in SAP Solution Manager Scope Depending on your support agreement there might be restrictions in usage Named user Check which user roles might need SAP named user licenses. Capabilities Which valuable addons are available to extend the ITSM scenario and which are included? 2014 SAP SE or an SAP affiliate company. All rights reserved. 2

3 Difference in scope between SAP Standard Support and SAP Enterprise Support* 1 Dimension 1: Functional scope (Date of delivery) Dimension 2: Landscape management (Entire IT landscape) [Functionality] Mobile ITSM solution Service Order SAP Standard Support customers are allowed to use the latest release along the function baseline. SAP only SAP Standard Support customers could extend the ITSM scenario for the entire IT with SAP CRM Service licenses. Entire IT Service Request Problem Mgmt. Knowledge Mgmt.. Incident Mgmt. 3rd party interface SAP Standard Support SAP Solution Manager 7.0 (EHP1) SAP Solution Manager 7.1 SAP Enterprise Support Upcoming releases Functional baseline Components SAP Standard Support Components Database Printer Mobile Manage SAP and non-sap components SAP Enterprise Support * The scope encompassed to SAP Enterprise Support is also valid for Product Support for Large Enterprises, SAP ActiveEmbedded, and SAP MaxAttention SAP SE or an SAP affiliate company. All rights reserved. 3

4 Required Named User 2 Low touch users are free of charge Low touch users in ITSM are typically Business Users who are creating, tracking or closing incidents or service requests via a Web UI, a mobile app or . A technical user in SAP Solution Manager is required to enable the login, but these users are not measured and charged. Users who are working with SAP Solution Manager need a SAP named user license The support agreement states that each user requires an appropriate SAP user to work in SAP Solution Manager. Users who have a SAP named user licenses already, are allowed to use any SAP Solution Manager functionality according to their SAP maintenance agreement. In ITSM this typically includes the support experts in 1 st, 2 nd and 3 rd level support organization, administrators, managers of IT processes, etc. 5% Customers need to buy additional named user licenses to enable (so far) Non SAP users or external SAP Service UserProvider to allow them perform processes 95% in SAP Solution non-sap Manager. The minimal appropriate user for SAP Solution Manager is the SAP worker (or equivalent). The SAP worker allows access to all released functions of SAP Solution Manager SAP SE or an SAP affiliate company. All rights reserved. 4

5 Core capabilities and typical ITSM extensions 3 All ITSM processes in SAP Solution Manager 7.1 can be used for SAP Enterprise Support customers SAP CRM functionalities beyond the ITSM core solution are also included, such as*: Survey, e.g. for PCC, Service Request specific data Time recording & service confirmation transfer in ERP (HR) Service contracts, e.g., to manage Service Level agreements Any T-Rex functionality, including simple search and enterprise search capabilities Interaction Center UI in 1st Level IT Support Middleware transfer of IT services into SAP ERP processes, e.g. finance and accounting Use of Mobile ITSM apps (android and ios, SAP Fiori) Price determinations of IT Services Business requirement management Additional licensing required to leverage the ITSM scenarios. Following SAP solutions are NOT included the SAP Solution Manager usage rights given with the support agreement*: SAP JAM which can be integrated in ITSM scenarios to share and communicate in a social media platform. ITSM Reporting beyond BW and predelivered Dashboards, e.g. SAP HANA Live Content, SAP Lumira, SAP BO Dashboard Design SAP Project & Portfolio Management for IT innovation processes, IT resources and portfolio management or advanced business requirement process Computer Telephony Integration Software or Chat functionality with SAP Business Communication Management (SAP BCM) Automation of Service Request Fulfillment with SAP IT PA by Cisco SAP CRM Service license to extend SAP Standard Support Configuration & Asset Mgmt for infrastructure items with SAP IT Infrastructure Management Web shop Catalog for IT Service Ordering, e.g. with Lean Catalog (SAP consulting solution) or SAP Hybris * The lists have no claim of completeness! 2014 SAP SE or an SAP affiliate company. All rights reserved. 5

6 Motivation and Key Take-Aways SAP is simplifying solutions and leveraging SAP Enterprise Support benefits SAP Enterprise Support customers can use ITSM processes now for their entire IT. Required named user licenses for Non-SAP ITSM processors are cheaper. SAP CRM functionalities which support the certified ITIL processes became inclusion in the usage rights of SAP Solution Manager SAP SE or an SAP affiliate company. All rights reserved. 6

7 These are the usage rights of SAP Solution Manager in scope of ITSM. Please contact your local account executive for further details about usage of SAP CRM parts and the appropriate SAP licenses SAP AG or an SAP affiliate company. All rights reserved.