Overview Application Incident David Birkenbach ALM Solution August 2011
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. 3
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. 4
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 = Certified = Additionaly covered with SAP Solution Manager 2011 SAP AG. All rights reserved. 5
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. 6
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. 7
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. 8
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. 9
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. 10
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. 11
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. 12
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. 13
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. 14
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. 15
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. 16
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. 17
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. 18
Predefined Business Roles Highly configurable web-client user interface Architected for different user types to define the layout Easy consumption through predefined business user roles for IT Service IT Service Desk* Central interface to assist end-users in Call Center SAP Solution Manager Professional Processing incidents/ problems /changes IT Service Requestor Entering and tracking of incidents * SAP CRM ITSM pricelist product 2011 SAP AG. All rights reserved. 19
Highly configurable web-client user interface Personalizing the User Interface General Settings Date and time format Enabling the UI Configuration Enable Favorites Dropdown Listbox settings Personalize Layout Navigation Bar (Direct Link Groups) Layout (Skin, Text Size) Home Page Set-up Application Links Widgets Web Links Personalize User Data Password settings User Information 2011 SAP AG. All rights reserved. 20
Application Incident New Features in the processor UI You can create an incident from scratch or from a template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a change request In the incident you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send E-Mail Print / Print Preview In the Incident (Service Request) Details you can document who has reported the issue and who is responsible for it the processing status SLA dates the impact, urgency, priority and multiple categories textual descriptions of diverse text types which objects are affected whether the incident is assigned to a problem, request for change, or knowledge article 2011 SAP AG. All rights reserved. 21
Application Incident New Features in the processor UI (2) In the incident document, you have access to detailed information such as SAP Attributes and Collaboration activities Related knowledge articles and further related transactions Attachments and notes (correspondence, SAP Notes) ALM process integration (Testcase defects, Alerts,) Information about related Business processes Date and duration information Time recording Organizational data and parties involved Change history and processing log 3 rd party Help Desk interfaces etc 2011 SAP AG. All rights reserved. 22
Application Incident Problem Overview A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually. Nearly all functions as described for the Incident also apply to the problem. Not included in the problem are: Unlock Find Related Problem Process Flow of Service Request In addition to incident functions, the problem offers: Related Incidents assignment block to bundle incidents Pricing, shipping and billing assignment blocks 2011 SAP AG. All rights reserved. 23
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. 24
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 2011 SAP AG. All rights reserved. 25
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. 26
Upgrading to new IT Service What to take into consideration Old Old Transaction Transaction Types Type << create >> process old tickets until they are closed New Transaction Type << create >> ticket processing Old Transaction Type transition phase New Transaction Type All tickets based on old transaction types are closed After upgrade to SAP Solution Manager 7.1 Impact on incident and change request management in SAP Solution Manager 7.1 UIs are upgraded from SAP GUI to SAP CRM Web UI New transaction types in 7.1 replace the 7.0 transaction types New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types There is no automatic migration from 7.0 transaction types, but large parts of 7.0 customizing can be reused To minimize the impact of these changes for customer projects, SAP offers a transition phase You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until they are closed You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI The SAP Solution Manager Work Centers are still available for all other ALM processes. 2011 SAP AG. All rights reserved. 28
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. 29
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 2011 SAP AG. All rights reserved. 30
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. 31
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. 32