Application Lifecycle Management Best Practice Process Document ALM Process: ITSM - Incident Management
Application Lifecycle Management Process ITSM Incident Management Problem Description: How to create, process and follow up incidents Create incidents automatically or manually with relevant context data Manage incidents between involved organizations and partners Overview about application incidents and other IT incidents SAP Standards Incident Management Best Practice Solution: Internal Incident Management Messages as internal communication medium for the users working in different functions in the Application Lifecycle Management. Incidents can be grouped in problems Incident Management and exchange with SAP Messages can be created directly out of affected SAP applications in SAP systems and out of Monitoring In case SAP Support has to be involved in the process of finding a solution, messages can be forwarded to SAP out of the SAP Solution Manager system Incident Management integrated into external Incident Management Integrated flow between external Incident Management infrastructure and ITSM Incident Management including also communication with SAP Backoffice 2012 SAP AG. All rights reserved. 2
Internal Incident Management Communication between Project Members Require- ments Issue Management Client Server Storage Developers Testers Administrator Optimize Solution Monitoring Operate Solution Browser SAP GUI Mobile Office Portal CRM SRM APO End to End Exception Analysis Appsight End to End Trace Analysis Application Solution Manager enables End to End Root Cause Analysis Root Cause Analysis Lifecycle Management Deploy ECC IO Subsystem BI XI MDM End to End Change Diagnostics Introscope End to End Workload Analysis Design Build & Test Testing Projects Working within the SAP Solution Manager System Change Request Management 2012 SAP AG. All rights reserved. 3
Internal Incident Management Best Practice Process Detail Process Description Messages can be used as communication medium for the users working in different functions (as project members, developers, testers, administrators, ) in the SAP Solution Manager system. One user creates a message, another user processes and solves the message. 2012 SAP AG. All rights reserved. 4
Internal Incident Management Best Practice Process Advantage / Integration Advantages The Incident Management in SAP Solution Manager ITSM with the possibility to create messages is integrated in the whole Application Lifecycle No additional tool needed Integrated with the ALM process* Solution Documentation Solution Implementation Template Management Test Management Change Control Management Business Process Operations Technical Operations Maintenance Management SAP Engagement and Service Delivery Upgrade Management * ALM processes are reflected in scenarios in the Business Process Repository 2012 SAP AG. All rights reserved. 5
Incident Management and exchange with SAP Best Practice Process Monitoring User / Key User 2012 SAP AG. All rights reserved. 6
Incident Management and exchange with SAP Best Practice Process Customer Message Business Partner Message Short Text Information for SAP RFC Component System Data Priority Attachments User SAP Notes S-User 2012 SAP AG. All rights reserved. 7
Incident Management and exchange with SAP Best Practice Process Detail Process Description Report Incident In case a user / key user detects an incident in an SAP application, a message can be created in the SAP Solution Manager system directly out of the affected SAP system. In case Application Monitoring is used, messages can get created automatically if an alert to a specific threshold is raised. Receive Incident A responsible service desk employee selects the message in his area and takes it in process. Search for solution The service desk employee searches for relevant SAP Notes. Dispatch Incident If the service desk employee does not find a solution he dispatches the message to another support team / the next Support level. Initiate Root Cause Analysis Out of the incident a Root Cause Analysis can be started. Forward message to SAP In case SAP Support has to be involved in the process of finding a solution, messages can be forwarded to SAP out of the SAP Solution Manager system. Forwarded are short text, text of type Information for SAP, component, system data, priority and attachments. Answers and solutions provided by the SAP Support will be transferred into the respective support message in the Service Desk inside of the customers SAP Solution Manager system. The update is done by a background job for all messages that have been forwarded to SAP. Also a manual update of a single message is possible. Manage Service Connections Out of the message the processor can open and close the service connection between the relevant system and SAP. After the implementation of the provided solution the service desk employee enters his working time and confirm and close the incident. 2012 SAP AG. All rights reserved. 8
Incident Management and exchange with SAP Best Practice Process Advantage / Integration Advantages No need to log on separately to the SAP Support Portal. No need to enter message data again Integrated with the ALM process* Solution Documentation Solution Implementation Template Management Test Management Change Control Management Business Process Operations Technical Operations Maintenance Management SAP Engagement and Service Delivery Upgrade Management Custom Code Management *ALM processes are reflected in scenarios in the Business Process Repository 2012 SAP AG. All rights reserved. 9
Incident Management integrated into external Incident Management Best Practice Process SOAP / HTTP RFC Service & Support Backbone Message Message Message RFC SAP Applications 2012 SAP AG. All rights reserved. 10
Incident Management integrated into external Incident Management Best Practice Process - Detail Process Description An external service desk can be connected to the SAP Solution Manager Service Desk, in order to make different tools available to the different levels or teams of the support organization. A message is created in one of the two service desk systems. In this service desk system a member of the responsible support unit processes the support message. If needed he forwards the message to the other service desk system. This creates a corresponding message in the other system. Now the message gets processed in the second system, a solution is provided and the message is send back to the first service desk system where it finally gets confirmed what also closes the message in the second system. 2012 SAP AG. All rights reserved. 11
Incident Management integrated into external Incident Management Best Practice Process Advantage / Integration Advantages Based on Web services (simple, flexible, platform independent) The interface is open and any partner can subscribe to it, there is no preferred partner tool Aligned with existing standards for message exchange (e.g. SOAP) SAP Solution Manager Service Desk can be integrated into existing service desk applications Integrated with the ALM process* Test Management *ALM processes are reflected in scenarios in the Business Process Repository 2012 SAP AG. All rights reserved. 12
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