IT Service Management Configuration Part 1 ALM Solution Management May, 2012
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up transactions call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP notes support organization partner ecosystem business partner Agenda: o UI Framework & Personalization o Incident & Problem - Configuration hints o Upgrade o Setup, Services,& additional information 2
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up transactions call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP notes support organization partner ecosystem business partner UI Framework & Personalization
Web Client User Interface Key Features The Web Client User Interface is the first step into a new era of user interfaces regarding usability and flexibility for the business user. State of the art, modern user interface leveraging Web 2.0 paradigms Simple information and navigation architecture to facilitate finding, reviewing and editing of information Broad personalization capabilities across all software areas to let the user decide how he works best Simple but flexible UI configuration capabilities to pre-define the user interface for user groups 4
UI Configuration WebClient Key Features Efficient and Holistic UI Configuration Tools Examples in UI Configuration To adjust the CRM user interface to your corporate identity and to your business needs a bundle of integrated tools is provided UI Configuration Tool Business Role and Navigation Bar Customizing Design Layer Customizing Application Enhancement Tool (AET) BSP WD Component Workbench Add new fields Position fields on views Rename field labels Use personalization Define captions Define Navigation Bar entries Create Business Roles 5
Design Layer Web Client User Interface Key Features Features of the Design Layer Allows the Customer & SAP to Rename Field Labels and have this change affect other views Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration Tool Assign existing value helps from the ABAP Dictionary without any customer-specific development Value Help: Search help, Check table and Domain values Field Type: Input field, Checkbox and Dropdown list box 6
Web Client User Interface Please find more information in the Web Client UI Guidelines in http://service.sap.com/rkt-solman 7
IT Service Management Application Enhancement Tool Screenshot: Detailed Field View Supported Methods Create a field with properties that match best the specific business needs View the details of the custom fields in a convenient manner Modify and regenerate existing fields Provide translations in the system supported languages Extend the supported external interfaces - for example Mobile, R/3, BW and OLTP Reporting 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 8
WebClient Framework 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 More Information : Online Documentation 9
WebClient Framework Personalizing Incident Management Personalize Overview Page Display/Hide Assignment Blocks Change Order Personalize Tables / Result Lists Display/Hide Columns Change Order of columns Change width of column (relative (%), absolute (pixel)) Change number of visible rows before scrolling Change number of rows before paging Online Documentation : Personalizing Tables 10
WebClient Framework UI Configuration Configure the UI directly from the Incident Management Via Show Configurable Areas The configurable areas are highlighted, and you start the configuration of the related view by clicking one of the configurable areas. Via Configure Pages Used to configure superior views such as the Home page, work center page, and overview page. Configuration possibilities Adding Fields Removing Fields Changing Position of Fields Adding Blank Rows Changing Field properties Online Documentation : UI Configuration 11
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up transactions call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP notes support organization partner ecosystem business partner Roles & Authorizations
SAP Solution Manager Roles and Authorizations Concept in SAP Solution Manager (Using CRM Org Model) Business Partner Employee / Organization User Master Record (transaction SU01) CRM Org CRM Business Role PFCG Role 13
Organization Model (CRM Org Model) CRM Org Organizational Model (transaction PPOMA_CRM) offers you a flexible tool for handling your company s task-related, functional organizational structure maintain the company structure including the positions and employees assign specific data (attributes) to the organizational units especially used for organizational data determination SAP Solution Manager uses CRM Org instead of HR Org model compared to ECC (HR Org), organizational model in CRM is more comprehensive, flexible and dynamic Org model from ECC system (HR) can be reused in SAP Solution Manager 14
Business Partner (1 / 2) Business Partner Employee / Organization Business Partner in General can be linked with the CRM Org model reflect a person or an organization within company s IT processes based on SAP Solution Manager Business Partner Types: BP Organization: represents companies/organizations (internal or external) BP Person: represents company s employees, such as key users and processors, as well as individual who are not part of the company 15
Business Partner (2 / 2) Business Partner Employee / Organization BP Organization usually linked to organizational units in CRM Org model can be created manually (transaction BP) manually from CRM Org model (transaction PPOMA_CRM) BP Person are usually linked to user accounts on SAP Solution Manager and/or Managed Systems can be created manually (transaction BP) automatically (transaction BP_GEN) automatically or background job (transaction BP_USER_GEN) automatic synchronization of business partners and user accounts via background job (BP_USER_GEN) 16
User Master Record User Master Record (Transaction SU01) User Master Record reflects user account on a SAP system allows access on SAP system consists of attributes that identify an end-user can be maintained in transaction SU01 authorization roles (PFCG roles) can be assigned can be synchronized with Business Partner according to maintained email address 17
PFCG Role PFCG Role PFCG Role also called Authorization Roles grant a user access to more functionality on technical level contain authorization data with specific definition based on authorization objects can be configured role based (transaction PFCG) SAP Solution Manager provides different role types: Workcenter Roles (Basic / Navigation Roles) Authorization Roles (Functional / Context Authorization) 18
CRM Business Role CRM Business Role CRM Business Role describes the user interface of SAP CRM and displays the functions in the CRM Web Client the most important business role in SAP Solution Manager is SOLMANPRO (IT Service Management) can be is assigned to the end-user via SU01 using parameter CRM_UI_PROFILE CRM Org model PFCG role which is linked to a business role a user can have multiple business roles 19
SAP Solution Manager Roles and Authorizations Concept in SAP Solution Manager (Without CRM Org Model) Roles and Authorizations in SAP Solution Manager can be even granted without using the CRM Org model. IT Organization 20
IT Service Management Business Partner and User Generation The report AI_SDK_USER_BP_GEN can be planned as a background job to generates and update system users and Business Partners from a managed system (e.g. central user management system) LDAP connection possible. See Managed system - User System ID: POD 100 User: HSCHMITT hschmitt@infoland.de Business Partner BP number: 4812 Name: H. Schmitt hschmitt@infoland.de Ident: POD_100_... User: HSCHMITT Log-in User User: HSCHMITT Initial Password 21
Enterprise Support Pricelist component IT Service Management on SAP Solution Manager ITSM Roles and Predefined UIs 1 st Level Support Telephony Integration / E-Mail / Chat / IT Service Desk IC_AGENT - InteractionCenter Agent ITSM Professional SOLMANPRO - Solution Manager ITSM Phone Call E-Mail ITSM 1 st Level Support Incident Pre-Clarification, Search, Dispatching Incident & Problem Management Root Cause Analysis, Knowledge Management, Change Management + Change Management Enhanced with authorization roles Administration + Masterdata, Service Operations (Categorization, Rules, etc.) Analytics + ITSM Dashboards, ITSM BW Reportings Incidents SOLMANDSPTCH - Solution Manager ITSM Dispatch Self Service Portal SOLMANREQU - Solution Manager ITSM End User Service Requests 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 22
Authorization Roles & CRM Business Roles Guide: Business & Authorization Roles New CRM UI authorization roles: o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators o (SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management) Composite roles: o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations) o SAP_SUPPDESK_ADMIN_COMP -> For administrators CRM Business Role: o SOLMANPRO -> Used in CRM UI to define layout and navigation. 23
SOLMANPRO Business Role Assignment on CRM UI Start User without SAP_SM_CRM_UIU_SOLMANPRO: User with SAP_SM_CRM_UIU_SOLMANPRO: Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If you copy SOLMANPRO, also copy SAP_SM_CRM_UIU_SOLMANPRO and adjust role assignment in SOLMANPRO. 24
UI Authorization Roles: PROC vs. ADMIN vs. CHARM *_UI_PROC + *_UI_ADMIN + *_UI_CHARM Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation. Users need standard roles for other authorizations (create, change, etc.) 25
Challenge in Support Organization Example: Customer has three support teams: CRM Team: responsible for all CRM components BC Team: responsible for all BC components 1st Level Support Team: responsible for all other components A support ticket should be automatically assigned to the correct support team so that dispatching effort decreases. 26
Configuration for Support Team Determination via Business Rule Framework Plus Create Application Create Ruleset Transaction CRM_UI Create Organizational Model Transaction BRFPLUS Create Decision Table Create Rule Simulate Rule Configuration Organizational Model is required (can be reused from HR org model) Rule definition via BRFplus Customizing activity required to activate BRFplus Transaction SPPFCADM Activate Action for Support Team Determination 27
CRM Org Business Partner (Organization) Example: Configuration Create Organizational Model CRM Team BC Team 1st Level Support Team 28
Example: Configuration Rule Definition With BRFplus BRFplus allows to define rules based on various criteria. Create Application Create Ruleset Transaction BRFPLUS Create Decision Table Create Rule Simulate Rule In this example messages should be distributed based on placeholders in the SAP component. Messages on CRM components Business Partner 2771 Messages on BC components Business Partner 2773 Messages on any other component Business Partner 1234 29
Example: Configuration Customizing for BRFplus Finally some customizing must be changed to activate BRFplus rules and consequently Support Team Determination 30
Example: Key User as Business Partner The key user represents a particular end user group and wants to raise an internal ticket to request for IT support. It is important register the key user as a Business Partner (Employee) which is directly assigned to a User Master Record on SAP Solution Manager. 31
Example: Message Creation Key user opens a service ticket on a CRM component (CRM-FRW-UI) from Managed System (in SAP GUI) or SAP Solution Manager (in SAP GUI, CRM Web Client or Workcenter). 32
Example: Verification of Support Team Determination (1 / 3) A support employee of the CRM team wants to look into SAP Solution Manager for new incoming messages. For this he requires the following on SAP Solution Manager: Allows access to incident messages that the user is related to Allows access to CRM Web UI in a specific view for Incident Management Allows access to SAP Solution Manager system Business Partner Employee User Master Record (transaction SU01) CRM Org CRM Business Role PFCG Role Allows certain activities (display, change, etc) at messages level 33
Example: Verification of Support Team Determination (2 / 3) The support employee is now opening the Worklist in the CRM web UI and displays all messages that are assign to its team. Employee is assigned to CRM Team in the Organizational Model 34
Example: Verification of Support Team Determination (3 / 3) The message was really assigned to the CRM team and now: either the employee can take over the message or a standard Dispatching function in SAP Solution Manager can be applied 35
Further Use Cases for BRFplus Support Team Determination 1. on SAP Component As shown in the previous example the end or key users can define a SAP component in the message. Depending on this SAP component the responsible team or person can be automatically determined. 2. on Multi Level Category Beside SAP components the end or key user is able to enter additional categories (in case the message has nothing to do with SAP, e.g. the printer is damaged). Based on this component you can even determine the responsible team or person automatically. 3. on IBase Component: The end or key users can enter the system or landscape component (= IBase component number) which the message is opened for in SAP Solution Manager. Depending on this IBase number the responsible team or person can be automatically determined. Even other usecases might be realizable with BRFplus. Finally you are able to combine different use cases to individual and complex conditions. So you have a huge flexibility for automatic support team determination. 36
Documentation for Security and Authorization Concept The most important information sources for establishing a security and authorization concept are: Security Guide SAP Solution Manager http://service.sap.com/instguides/ SAP Components SAP Solution Manger Release <current release> Operations Security Guide SAP Solution Manager <current release> SDN Wiki SMAUTH (only as of release 7.1) http://wiki.sdn.sap.com/wiki/display/smauth/home 37
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