ALM 210 Now Available: A Complete ITIL Compliant IT Service Solution September 2011
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. 2011 SAP AG. All rights reserved. 2
ITSM Overview
How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer solution, leveraging your investment in SAP Enterprise Support Deeper integration with SAP partners, thus protecting your existing investments in other tools Enhanced usability, thus driving acceptance in your IT organization ITSM on SAP Solution Manager 7.1 provides: Incident, Problem & Change for your complete IT landscape based on SAP CRM 7.01 Deep integration into ALM capabilities of SAP Solution Manager Integrated Configuration capabilities for business processes, applications & infrastructure Unique Impact analysis with deep application modeling 2011 SAP AG. All rights reserved. 4
Orchestrate Your Solution with SAP Solution Manager Run SAP like a Factory Single Source of Truth Application Lifecycle Integration Validation 2011 SAP AG. All rights reserved. 5
SAP IT Service ITIL -compliant IT service and support processes Incident & Service Level Service Request Problem Externally verified IT service and support processes Incident Customer Service Request Installed-Base & Object Change Problem Change Knowledge Knowledge Installed-Based & Object (for Configuration ) Service Level * pricelist component Source: https://www.pinkelephant.com/pinkverify/pinkverify3-0toolsets.htm 2011 SAP AG. All rights reserved. 6
SAP IT Service ITIL -aligned IT service and support processes with SAP Solution Manager Service Strategy Strategy Generation Financial Service Portfolio Demand Service Design Service Catalog Mgmt. Service Level Mgmt. Capacity Availability IT Service Continuity Mgmt. Information Security Mgmt. Supplier Service Transition Transition Planning and Support Change Service Asset and Configuration Release and Deployment Service Validation and Testing Evaluation Knowledge Service Operation Event Incident Request Fulfillment Problem Access Operation Activities Service Desk (Function) Continual Service Improvement 7-Step Improvement Process Service Measurement Service Reporting 2011 SAP AG. All rights reserved. 7
Integrated IT Service and Application Lifecycle SAP Solution Manager integrates Application Lifecycle and IT Service processes on a single platform. CRM 7.01 SAP Solution Manager 7.1 ITSM SAP Solution Manager 7.0 ALM 2011 SAP AG. All rights reserved. 8
Integrated IT Service and Application Lifecycle processes with SAP Solution Manager 7.1 IT Service Incident Problem Change Knowledge Event (Alerts) Impact & Root Cause Analysis Maintenance Test Deployment Application Lifecycle 2011 SAP AG. All rights reserved. 9
IT Service on SAP Solution Manager Incident, Problem & Change for entire customer IT solution Enterprise Support SAP Solution Manager Solution Documentation (Business Process Descriptions) New sales opportunity received via mobile device Entered in SAP ERP / CRM System Saved in 3 rd party database Printing of Invoice SAP Cmp. Mobile SAP Components Database Printer Need Firmware update Low performance in PO1 Can t save my data Printer is out of paper Repair Incident Research Problem Resolve Change 2011 SAP AG. All rights reserved. 10
SAP IT Service on SAP Solution Manager Document Flow Requirement / Projects Operations Requirement End User Self Service Portal E-Mail / Phone Mobile App / 3rd party Help Desk ALM Process Integration SAP Frontend Integration Portfolio Service Request Incident SAP Support message Problem Project SolMan Project QGM Request for Change Tasks Knowledge Articles Change Normal, Urgent, General Software Infrastructure Execution (ALM) CTS+, RCA 2011 SAP AG. All rights reserved. 11
Roles in ITSM Analytics IT Manager (CIO) Are there any major issues in the IT department? Service Manager How efficient are my IT Services and how can I improve them? Team Manager How does my service team perform? ITSM Processor Where should I start to work next? 2011 SAP AG. All rights reserved. 12
Analytics in SAP Solution Manager ITSM on SAP Solution Manager + SAP Solution Manager BW Online Monitoring OLTP* Reporting Business Warehouse Reporting Dashboard Reporting Based on Search functionalities Easy access via Saved searches Graphical display Post-processing via spreadsheet export Predefined ITSM KPIs Operational reports Individual creation of reports via wizard Sharing of reports ITSM & Cross ALM KPIs Based on historical data (OLAP) Predefined Web Templates Easily extensible by customer Based on SAP BusinessObjects Dashboards technology Predefined Dashboard Apps Easy compilation of own dashboards, based on dashboard apps * Online transaction processing This document contains intended strategies, developments and/or functionality and is not intended to be binding upon SAP to any particular course of business, product strategy and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. 2011 SAP AG. All rights reserved. 13
Application Incident
Incident & Service Request Increase efficiency of responding to user requests Incident & Service Request Incident & Service Request Capture, document, and track all user requests from creation to resolution Service Level Problem Customer Installed- Base & Object Change Knowledge Highlights Related searches based on Categorization Multiple inbound channels through ALM integration Flexible UI enhancements (Auto) Dispatch to Teams based on end user -, system data or categorization 2011 SAP AG. All rights reserved. 15
Problem Investigate and resolve issues in the IT infrastructure Service Level Incident & Service Request Customer Problem Problem Investigate, resolve, and document issues in the IT as well as workarounds or solutions to them. Installed-Base & Object Change Knowledge Highlights Combine multiple incidents with same cause & lock related incidents Deep investigation of issues with Impact & Root Cause Analysis Forward problem messages to SAP Create Tasks, Knowledge Articles or Request for change as follow-up. 2011 SAP AG. All rights reserved. 16
Knowledge Leverage organizational knowledge to meet user s needs Service Level Installed- Base & Object Incident & Service Request Customer Problem Change Knowledge Document solutions and share information, documents and FAQs within your company. Knowledge Highlights Multi -language, Approval concept Publish knowledge to 1 st Level support & end users Use integration in Service Desk, incidents and problems 2011 SAP AG. All rights reserved. 17
Installed-Base & Object Gain complete visibility of your configuration items Service Level Incident & Service Request Customer Problem Installed-Base & Object Track and manage configuration IT items which are referenced in service processes Installed- Base & Object Knowledge Change Highlights Download IT assets from SAP ERP Show object relationships and related service transactions Integrated via Communication layer with SAP infrastructure 2011 SAP AG. All rights reserved. 18
Service Level Optimize service delivery and provide transparency Service Level Incident & Service Request Problem Service Level Define and manage all IT services and their related service level agreements Installed- Base & Object Customer Knowledge Change Highlights Escalation procedure based on IRT & MPT Define SLAs on object, Business Partner or contract level SLA determination on priority and service times Ignore SLA irrelevant status for duration calculations 2011 SAP AG. All rights reserved. 19
Application Incident SAP Solution Manager specific ALM integration ITSM on SAP CRM ITSM on SAP Solution Manager 7.1 Incident Incident ALM Create incident System context Auto Incident (Alerts, BpMon) Create incident Business Process issues Search for solutions Test defects Search for solutions Assign /Create Problem ticket Analysis Assign /Create Problem ticket Root Cause Analysis Search SAP Notes Forward 3rd party Provide solution Provide solution Forward to SAP Support Update documentation Close incident Close incident Monitor change execution 2011 SAP AG. All rights reserved. 20
Application Incident Infrastructure Service Desk Interface Connectivity to SAP managed system Frontends SAP CRM WebClient SAP Gui SAP Portal SAP NW Business Client SAP Collaboration 3rd party Help Desk 1:n SAP Solution Manager Service Desk SAP CRM 7.0 IT Service Mgmt Application Incident SAP Global Support Backbone & Partner Ecosystem Interoperability with ALM processes Projects Change Control Root Cause Analysis Test Montoring & Alerting 2011 SAP AG. All rights reserved. 21
New ITIL compliant Incident & Problem process Incident Problem Business User IT Support 1 st Level IT Support 2 nd Level IT Experts Create Incident message Search solutions & Dispatch Analysis Handover to Problem Create Problem message Lock related incidents Deep issue investigation Provide solution & Update Incident(s) Handover to Change Mngmt. Create Request for Change Multiple inbound channels Create notifications Create tasks Create Knowledge Article 2011 SAP AG. All rights reserved. 22
New Features in Application Incident SAP Solution Manager Release 7.1 New web user interface and improved usability Introduction of problem management to setup an ITIL-verified process Extensibility with SAP CRM 7.0 Service or SAP ERP functions Enhanced search capabilities (incl. full text search) and improved knowledge management Template Support Improved SLA functionalities (e.g. escalation functionalities) Additional inbound channels (interaction center, e-mail) New reporting capabilities (interactive reports, ITSM predefined BW templates, ITSM dashboard) SAP collaboration support guided procedure / wizard Additional ALM integration to Test management, Business processes of projects or solutions WebServices for 3rd party integration (Mobil) 2011 SAP AG. All rights reserved. 23
Change Request
Change Control The whole is more than the sum of its parts Change Request Retrofit Quality Gate Change Transport Control Change and Transport system (SAP / Non SAP) Transport Analytics / Configuration Validation 2011 SAP AG. All rights reserved. 25
Introducing Change Request Change Request strengthens the strategy of SAP Solution Manager as SAP s application management platform which Ensures reliability Reduces Total Cost of Ownership and increases Total Solution Value Bridges the gap between business requirements and IT administration Some Highlights Provides full control & transparency over change execution Delivers predefined change management processes & workflows Incorporates SAP s best practices regarding transport management Fully integrated transport mechanism and change control system to manage changes across technology stacks and application components 2011 SAP AG. All rights reserved. 26
Change Request SAP Solution Manager specific ALM integration ITSM on SAP CRM 7.0 Stand alone ITSM on SAP Solution Manager 7.1 Change Create request for change Change Create request for change ALM complements System Landscape Context Incident Qualify change Qualify change Business Process Docu Start Business Process Change Analyzer Approve change Approve change Execute change Tracking of Development Activities Create Test Plan Close change Deploy change Close change Transport integration Perform Quality Gate Checks 2011 SAP AG. All rights reserved. 27
Service Desk Change Request SAP Solution Manager Service Desk Employee Tester Developer IT Operator Service Desk Message Request for Change Change Transaction Feedback Change Manager PRD Controlled transports QAS Controlled transports DEV Requester Change Request embedded in Application Lifecycle ALM Capabilities IT Service Quality Gate System Project & Solution Test Recommendations Directories Job Scheduling Change Request Technical Infrastructure Transport System Enhanced Change & Transport System 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 2011 SAP AG. All rights reserved. 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 28
One central process to control change execution Request for Change Change Transaction Requester Change Manager Approver Change Manager Developer & IT Staff Tester Requester Create Request for Change Process Request Approve / Reject Request Handover to Execution Create Change Transaction Execute & document Change Test Change Confirm Change Notification via Workflow SAP and non-sap Changes Change Request supports all types of changes Technical & non Technical Changes System Landscapes IT Assets Admin Tasks 2011 SAP AG. All rights reserved. 29
Change Request Features Search & Monitoring Change Documentation Manage Project Phases Huge set of search criteria to create personalized queries Export and graphical display of search results Common search infrastructure for all transaction types Separate change request and change execution process Delivered with predefined workflows and processes for easy adaption Integrated in technical infrastructure Central management of project phases via SAP Solution Manager Control transport activities via change request management 2011 SAP AG. All rights reserved. 30
Change Request Highlights in 7.1 Request for Change Scope Free scope definition of requests for change: multiple change transactions Enhanced Approval Process Support of multiple approval procedures Easy customizable and adaptable Transport Integrated Transport Access to all relevant transport management activities Fully integrated in change transaction process 2011 SAP AG. All rights reserved. 31
Supporting all types of changes Normal Change Urgent Change Admin Change General Change Defect Correction Daily maintenance Implementation Projects Depending on project releasecycle 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 Used during testphase of implementation or maintenance projects Document test defects and their correction Integrated in SAP Transport 2011 SAP AG. All rights reserved. 32
Configuration 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 PLANNED INNOVATION
Application Lifecycle Expanding the Value of SAP Enterprise Support With SAP Infrastructure SAP Solution Manager 7.1 + SAP Infrastructure IT Infrastructure Business Process & Application SAP Solution Manager 7.0 SAP Solution Manager 7.1 SAP non SAP SAP Enterprise Support customers can extend Application Lifecycle seamlessly with IT infrastructure management. 2011 SAP AG. All rights reserved. 34
Configuration with SAP Solution Manager Business Processes SAP delivers templates in the Business Process Repository, customers maintain business processes in Solution Directory Applications ABAP J2EE Systems are registered in System Landscape Directory and synced to Landscape Database, where customers can deep model applications or use SAP delivered Infrastructure Infrastructure components are autodiscovered by SAP Infrastructure CMDB and automatically linked to systems in Landscape Database 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 2011 SAP AG. All rights reserved. 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 35
Infrastrucutre Operations Closing the gap between Enterprise Architects and Infrastructure Operations Business Processes Applications ABAP J2EE Enterprise Architect? Enterprise Architects model business processed with BPM tools (like ARIS, Solution Manager, ) Modeling stops on system level How to close the gap between infrastructure and enterprise architects? Configuration with SAP Solution Manager provides single source of truth Infrastructure CMDB s provide auto discovery of infrastructure with inventory management. Modeling stops at physical server level in CMDB 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 2011 SAP AG. All rights reserved. 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 36
Incident, Problem & Change Monitoring & Alerting Benefits of Configuration with SAP Solution Manager SAP Solution Manager provides deep modeling of systems & applications: Automatic discovery for SAP solutions Manually maintenance for non-sap Business Process Model business process based on delivered templates With this deep modeling, a real impact analysis is possible with integration of landscape information SAP Configuration is completely integrated in: Incident Change Monitoring & Alerting Applications Deep modeling of systems, instances, hosts, out of the box for SAP & manually non- SAP Infrastructure Auto Discovery of Hosts, Printers, Storage, Network with SAP Infrastructure 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 2011 SAP AG. All rights reserved. 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 37
Service Request 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 PLANNED INNOVATION
Enterprise Support Pricelist component IT Service on SAP Solution Manager ITSM Roles and predefined UIs 1 st Level Support CTI / ERMS Shared Service Center Interaction Center Phone Call E-Mail ITSM 1 st Level Support Incident Pre-Clarification, Search, Dispatching Self Service Portal End User Self Services Incidents Service Requests ITSM Professional Root Cause Analysis, Problem, Change ITSM Manager Administration, Analytics, Master Data 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 2011 SAP AG. All rights reserved. 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 39
End User Self Service Portal Maintenance of own data My Worklist Broadcast news to end users Direct access to most relevant FAQ s 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 2011 SAP AG. All rights reserved. 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 40
End Users create incidents 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 2011 SAP AG. All rights reserved. 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 41
End User requests predefined service Top 5 Service Request Possibility to select other existing service request templates Per Service Request one predefined assignment block can be defined 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 2011 SAP AG. All rights reserved. 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 42
Summary
ITSM on SAP Solution Manager More values for SAP Enterprise Support Integration with IT Service Processes Follow the ITIL Best practices with SAP Solution Manager The SAP ITSM processes for the comprehensive IT (not only for SAP related services) Extensibility (Financial Mgmt., Requirements Mgmt., Configuration, etc.) Highly configurable web-client user interface Easy to adjust and to enhance to custom IT SM processes Design user specific roles and layouts Additional service document functions New search functionalities improve the speed of resolution to reduce downtimes Higher user acceptance through guided procedures Usage of templates makes the processors more effective Controlling of exceptions and the possibilities to analyze IT Service processes with ITSM analytics Others ITSM in conjunction with ALM processes complements the IT processes Multiple channels to report incidents (Self Service, SAP application, Call Center, Testing, Projects, Monitoring & Alerting, etc.) 2011 SAP AG. All rights reserved. 44
ITSM usage rights on SAP Solution Manager 7.1 Scope SAP Solution Manager is part of the support contract. The scope of the usage rights depends on the maintenance agreement. The usage rights are releaseindependent. SAP Standard Support covers Incident & Change processes for SAP components only. SAP Enterprise Support covers IT Service processes for all IT related assets, applications and infrastructure which customers use in conjunction with any SAP Enterprise Support solution (= customer solution Details see SAP ES agreement). If one IT asset type (e.g. printer) is part of customers solution, then all IT assets from this type are included. Usage beyond this scope in SAP Solution Manager might need additional SAP CRM licenses. for Details contact your Account Executive Functionality The SAP ITSM functionalities which can be used from SAP Enterprise Support customers are synonymous with the SAP CRM license package IT Service Desk Operations IT Service Desk Operations covers typical IT Service processes, e.g. Incident-; Problem-; Change- ; Knowledge, SLA ; etc. Usage of ITSM CRM WebClient Business Roles is included in SAP ES, but not IC WebClient Business Roles (e.g. Call Center) Any CRM Master data (BP, Org. data, ibase objects, products, etc.) and its synchronization with CRM middleware is included Named user licenses for ITSM processing must be at minimum Limited professional application user. All Web Self Service users would not need an additional SAP user license. Any CRM functionality beyond IT Service Desk Operations scope can be configured on SAP Solution Manager, but might need additional CRM licenses. for Details contact your Account Executive 2011 SAP AG. All rights reserved. 45
Expert Guided Implementation Training, Practical Experience, Expert On Demand Day 1 Day 2 Day 3 Day 4 Day 5 ITSM EGIs* Setup Change Request Empowering, Web session, 1-2 hours each morning SAP expert explains step-by-step configuration using training materials Execution, 2-3 hours on the same day Expertise on demand Setup of Application Incident Technical Upgrade SAP Solution Manager 7.1 Upgrade of Change Request from 7.0 to 7.1 Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution *Planned for Q4/2011 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 2011 SAP AG. All rights reserved. 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 46
Implementation Services for SAP Standard, SAP Enterprise Support and SAP Max Attention customers 1 Project 2 Project 3 Project 4 Discovery Preparation Realization Go-Live & Closing Scope definition Share marketing processes and best practices Prerequisites check Expectations Project management Implementation Kick-off workshop participation Testing Preparing technical infrastructure Key user training Results User acceptance testing End-user training Onsite and remote support Project plan for the SAP IT SM on SAP Solution Manager solution Mutually-approved scope document Working SAP ITSM SAP Solution Manager Successful rollout and adoption Configuration documentation Superior support to ensure smooth functioning 2011 SAP AG. All rights reserved. 47
IT Service on SAP Solution Manager 10 steps to make yourself an expert ALM overview http://service.sap.com/alm SAP Solution Manager Book (release in Q4/2011) SAP Whitepapers Overview, Demos & Guides http://service.sap.com/alm-processes 1 2 3 4 SAP Training SM 200 8 Expert Guided Implementation - Service Self Learning Maps SAP Help Portal http://service.sap.com/rkt-solman http://help.sap.com 7 6 5 Best Practices Configuration Business Process Repository Developer Network Forum - Wiki, Forum& Blogs- 9 10 2011 SAP AG. All rights reserved. 48
Summary Key Take-Aways of SAP IT Service on SAP Solution Manager Highlights ITIL compliant & certified IT Service tool Web-based user interface which is highly flexible and easy to extend End-to-End process integration into Application Lifecycle One solution to manage both SAP and non- SAP components Highly preconfigured ready to use out-ofthe-box 2011 SAP AG. All rights reserved. 49
Further Information SAP Public Web: SAP Service Marketplace: http://service.sap.com/alm RKT Materials: http://service.sap.com/rkt-solman Related SAP Education and Certification Opportunities http://www.sap.com/education/ Related Workshops/Lectures at SAP TechEd 2011 ALM211 Upgrading Service Desk and Change Request, Lecture ALM215 - One Integrated Process to Manage Software Solution Deployments, Lecture ALM216 - No Need for Third-Party: Change Request and Retrofit, Lecture ALM262 - Setting up SAP ITSM: Incident, Problem, and Change, Hands-on ALM267 - IT Service and Change Request in Action, Hands-on 2011 SAP AG. All rights reserved. 50
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