New features and Upgrading Service Desk and Change Request Management

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

What s new in SAP Solution Manager 7.1?

Integrated IT Service Management and Application Lifecycle Management SAP Solution Manager integrates Application Lifecycle Management and IT Service Management 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. 5

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 Management 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. 6

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. 7

IT Service Management New Monitor functionalities Individual Workload Fulltext search based on T-Rex Multiple search criteria that can be combined completely free Save search settings for later reuse and direct acccess Graphical representation of search results as Pie Charts or Bar Charts Worklist - View on incidents based on organizational assignments 2011 SAP AG. All rights reserved. 8

IT Service Management Real Time IT Service Analytics with Interactive Reporting Target Roles Professional (Processor) Analysis Report Areas Incident Problem Request for Change Business Questions How many requests are waiting for processing? What is the closure rate? How long is the average time for processing a request? How well are service level agreements adhered to? Key Metrics Number and Percentage of requests within and outside of requested end date Number and percentage of open requests Number of escalated requests Reaction time adherence rate Closure rate. Dimensions Transaction ID Status Priority, urgency, impact Subject Reason Installed Base (component) Employee Responsible, Responsible Service Org. Posting date...

IT Service Management Creating Interactive Reports Access and Step 1 Create Interactive Report The report area defines what should be monitored. In this example the incidents should be reported. There are other report areas like service tickets or service orders. 2011 SAP AG. All rights reserved. 11

New Features Application Incident Management

New Features in Application Incident Management 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 BI queries, ITSM dashboard) SAP collaboration support guided procedure / wizard Additional ALM integration to test management, business processes of projects or solutions Web Services Usage rights extended to customer solution* and full scalability beyond customer solution IT-wide usage enablement through multilevel categorization (not limited to SAP components) 2011 SAP AG. All rights reserved. 13

Application Incident Management New Features in the processor UI In the Incident (Service Request) Details you can document 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 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. 14

Application Incident Management 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. 15

Application Incident Management Text Management Better overview about text log history Use text templates (personnel or system templates) Maintain own text templates(personnel or system templates) Use filter to focus on specific text types Activate /Deactivate the display of the system context Increase / Decrease the text area Activate / Deactivate the Rich text formatting 2011 SAP AG. All rights reserved. 16

Application Incident Management Follow-Up Transactions and Scheduled Actions You can configure the system so that you can create all sorts of transactions as follow-up of a Incident, for example a Request for Change: You can schedule and execute actions in the Incident: 2011 SAP AG. All rights reserved. 17

Application Incident Management 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. 18

Application Incident Management Knowledge Article Integration To help process the Incident, the processor can search for knowledge articles in the Incident: Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help Find knowledge articles (from the More button on header level): Proposes knowledge articles which have the same categorization as the Incident Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema 2011 SAP AG. All rights reserved. 19

Application Incident Management SLA Alerts & Escalation Definition of Service times Definition of IRT and MPT times based on priorities Maintain SLA relevant Status Automatic Recalculation of IRT/ MPT in case of Statusor Priority changes Percentage of left over time of reaction and processing time Definition of percentage level which is setting an additional escalation status Escalation triggers notification to an Business Partner (to specified which?). 2011 SAP AG. All rights reserved. 20

Application Incident Management Related Transactions In the Related Transactions assignment block, the system automatically updates links to transactions which are related to the Incident processing, e.g. the Interaction Record, a service contract, or a knowledge article which was created as follow-up of the Incident you can manually add any further transactions which are relevant for the Incident to refer to them 2011 SAP AG. All rights reserved. 21

Application Incident Management Time Recording Time Recording enables fast and easy entry of time spent working on a incident or problem: Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc. Typically the user only needs to enter the actual duration and start time If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmation item per entered time record 2011 SAP AG. All rights reserved. 22

Application Incident Management Processing Log The processing log provides a consolidated audit trail of changes made to a transaction Various log types are available for selection One type can be defaulted for viewing Changes to fields can be logged selectively 2011 SAP AG. All rights reserved. 23

Application Incident Management SAP Collaboration The Assignment Block SAP Collaboration is used to create SAP support messages. It guides the user through several steps where at the end the incident / problem will create a corresponding message in SAP Support Backbone. All the further communication with SAP can be done here Before sending a message to SAP we recommend to search in the SAP xsearch, which is search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc. 2011 SAP AG. All rights reserved. 24

Application Incident Management Functions Based on Multilevel Categorization The incident / problem can be categorized on multiple levels with several categorization blocks. To auto complete a Incident, the processor needs to select a categorization and the system can then find and copy a template which was assigned to this categorization Problems with the same categorization as entered in the Incident can be proposed by the system when choosing Find Related Problems Knowledge articles with the same categorization as entered in the Incident can be proposed by the system when choosing Find Knowledge Articles 2011 SAP AG. All rights reserved. 25

Application Incident Management integrated with Solution Documentation In the Assignment Block Projects it is possible to assign any process / process step based on the Solution documentation (in transaction solar01). Multiple assignments are possible. If an incident was reported out of the Business Blueprint, the process assignment is automatically done. You can e.g. display all incidents based on Business process search 2011 SAP AG. All rights reserved. 26

Application Incident Management Test defect Management Find detailed information about the the related test case if the incident was created out of SAP Solution Manager Test Management in case of an test defect. Use the Incident Management search to find all incidents related to an Testplan. 2011 SAP AG. All rights reserved. 27

Application Incident Management integrated with Business Process Monitoring Alerts The Assignment Block shows the relevant Project or Solution and the process in which the Business Process Monitoring has detected an alert. Those alerts can automatically trigger to create an incident message. In this AB it is possible to identify which Business process is affected and if you show the alert you will get further details of the monitoring alert. 2011 SAP AG. All rights reserved. 28

Application Incident Management 3rd party interface If the 3rd party Web Service interface is activated to connect SAP Solution Manager to another Help Desk system, in this Assignment Block the synchronization per incident would be managed. It is possible to be connected with multiple 3rd party systems You can trigger manual actions, such as synchronize, send message, etc. here 2011 SAP AG. All rights reserved. 29

New Application Incident Management functionality Dispatch Dispatching allows to assign a incident / problem to another employee or service team based on flexibly definable rules, for example if a help-desk agent cannot solve an issue remotely and wants to dispatch the incident to the 2nd level support. Rules for dispatching are set up in the Rule Modeler. 2011 SAP AG. All rights reserved. 30

New Application Incident Management functionality Interaction Center for IT Service Desk Agents * SAP CRM Interaction Center provides IT service desk agents with a multifunctional framework including all of the tools they need for their jobs: Role-based access Account identification with object and installation identification Interaction History Incident, Problem, Request for Change Management Agent Inbox Knowledge Article Search E-Mail Response Management System Scripting, Alerts and Messages Transaction Launcher Optional integration with SAP Business Communication Management or 3rd party telephony system *Pricelist component 2011 SAP AG. All rights reserved. 31

New Application Incident Management functionality E-Mail inbound in Interaction Center* Incidents and problems are now enabled for E-Mail Response Management System in Interaction Center environments, allowing: Automatic creation of Incidents and problems based on ERMS processed inbound e-mails Automatic linking of reply e-mails to the original Incident / problem Routing of a generated service request / problem to a specific service team or employee responsible Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith *Pricelist component 2011 SAP AG. All rights reserved. 32

Application Incident Management Preconfigured Incident Management BW Reports Incident Management Reports analyzes the current processing state and history of Service Desk messages, over a period, according to detailed queries. BI-based reporting for Service Desk messages Incident Management reports allows you to analyzes Service Desk messages according to detailed queries You can refine message data, which is displayed graphically or in tables, by applying different filters You can filter the data by message priority, status or component You can make the following analyses Number of messages over a period, filtered by priority, processing status or message component Message processing duration in hours, over a period, filtered by priority, processing status or message component For more information: See SAP Help Portal at https://help.sap.com/ SAP Solution Manager <current release> Incident Management BI-Based Reporting for Messages

Application Incident Management Extended usage rights with SAP Enterprise Support SAP Solution Manager within SAP Enterprise Support can be used for application life-cycle management processes for Customer Solutions. 1. This includes all ITSM processes which are included in the SAP CRM license package IT Service Desk Operations (e.g. Incident-, Problem-, Change-, Knowledge- Management, etc.) 2. The right to use any SAP Solution Manager capabilities beyond customer solutions may be subject to an additional SAP license. SAP Enterprise Support covers Customer solutions Customer Solution - shall mean: for Licensee Solutions and for any other software components and IT assets licensed or otherwise obtained by Licensee from third parties, provided such third party software, software components and IT assets are operated in conjunction with Enterprise Support Solutions and are required to complete the Licensee s business processes as documented in the solution documentation in SAP Solution Manager Enterprise Edition ( Additional Supported Assets ) SAP Components 2011 SAP AG. All rights reserved. 34

New Features of Change Request Management

*) For SAP Enterprise Support and PSLE New Features in Change Request Management New web user interface and improved usability Enhanced search capabilities (incl. full text search) Support for multiple approval procedures, with workflow integration Support for multiple scope items per Request for Change Template support Better ALM integration: Test Management and Quality Gate Management Enhanced transparency between change document and backend Display of transports and tasks in every change document Enhanced reporting: Enablement of reporting based on context data (scenarios, business processes, steps) Expert Mode for Cross-System Object Lock customizing and settings Enhanced Retrofit functionality, to provide more automation functionalities Usage rights extended to customer solution* and full scalability beyond customer solution IT-wide usage enablement through multilevel categorization (not limited to SAP components) General Change document introduced Quality Gate Management Change Request Management 2011 SAP AG. All rights reserved. 36

New Features in Change Request Management Support for multiple change documents New Request for Change supports multiple change documents Definition of scope for a request for change scope is done via scope assignment block All kinds of change documents can be combined without restriction Scope assignment block gives instant overview about all change documents and their status Add Scope Item Define Change Category & IBase 2011 SAP AG. All rights reserved. 37

New Features in Change Request Management Approval Procedures Support for easy customizable approval procedure Process flow for request for change approval - easy customizable Approval procedure determination via rules framework Integration to SAP Workflow: Approvers can be informed via workflow item 2011 SAP AG. All rights reserved. 38

New Features in Change Request Management Request for Change with new process New standard process for Request for Change New status for validation of RfC by change manager Approval procedure with SAP Workflow integration New status while RfC is being implemented Possibility to extend the scope of a change request while in Implementation Requester Change Manager mult. Approvers Change Manager Create Change Request Validate Change Request Add System Details Approve Change Request Handover to Development Scope Extension Notification via Workflow New Change Document 2011 SAP AG. All rights reserved. 39

New Features in Change Request Management Transport & Task Overview Enhanced transparency for transport requests List of all related transports and tasks of a change document Detailed information about status, owner and much more Central access to transport relevant functions Direct access to transport logs Overview about all related tasks Display details about transport of copies Information about critical transport objects or conflicts 2011 SAP AG. All rights reserved. 40

New Features in Change Request Management Enhanced Logging Information Increased transparency between backend and change document New Assignment Block Application Log Overview about executed backend & task list actions Detailed information about each action (Parameters, Messages) easily accessable 2011 SAP AG. All rights reserved. 41

New Features in Change Request Management System Landscape & Track Overview Get instant overview about system landscape and project track New Assignment Block Landscape for change documents and project transactions Overview about all systems of current track, including system type and relevant flag Direct logon possibilities to all systems 1) Initial display mode Only current relevant system is display 2) Extended display mode All systems of landscape and track are displayed 2011 SAP AG. All rights reserved. 42

New Features in Change Request Management Better ALM Integration Integration to Test Management Integration to Quality Gate Management Test Workbench Change Request / Document Quality Gate Management Change Request Management Assign testpackages and testplans to change request and change documents Access testpackages directly via change requests and change documents Use Change Request Management in combination with Quality Gate Management Define quality gates with QGM Approve & control your changes with Change Request Management 2011 SAP AG. All rights reserved. 43

New Features in Change Request Management Enhanced Cross System Object Lock (CSOL) Expert Mode for Cross System Object Lock Customizing settings can be done in normal and expert mode Expert mode provides functionalities to allow individual configuration of CSOL settings Additional option warning only introduced 2011 SAP AG. All rights reserved. 44

New Features in Change Request Management Enhanced Retrofit functionality Better object support with Retrofit in Change Request Management Automatic Import for Objects of transport requests into the Retrofit system Support of 100% of transportable objects! Automatic categorization of objects (Auto Import, Retrofit and Manual) Detection of technical sequence dependencies Implementation Projects DEV TST Maintenance Projects in Cycles Con QAS PRD 2011 SAP AG. All rights reserved. 45

Change Request Management Service Desk *) For SAP Enterprise Support and PSLE New Features in Change Request Management Support for non-system related changes General Change* A general change document can be created during all phases of a project. The change document General Change is totally independent of a project and can even be used without a project. General change documents provide a abstract status scheme for the implementation of those kind of changes. Use Case: The general change document supports the documentation of all non-system related changes (e.g. printers or other IT-assets) or other legacy systems changes SAP Solution Manager Service Desk Employee Service Desk Message Feedback Requester Request for Change Change Manager IT Staff General Change IT Assets 2011 SAP AG. All rights reserved. 46

Upgrade Roadmap

Upgrading to new IT Service Management 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. 48

New Transaction Types for Incident Management New Transaction Types for Application Incident Management As of SAP Solution Manager 7.1 completely new transaction types are available for Application Incident Management New transaction types can only be created and processed via the new Web UI All new functionalities and features are only available for new transaction types Process Types Incident (SMIN) Incident Template (SMIT) Test Case Error (SMDT) Incident VAR (SMIV) Problem (SMPR) Problem Template (SMPT) 2011 SAP AG. All rights reserved. 49

New Transaction Types in Change Request Management New Transaction Types for Change Request Management As of SAP Solution Manager 7.1 completely new transaction types are available for Change Request Management New transaction types can only be created and processed via the new Web UI All new functionalities and features are only available for new transaction types Process Types Project Types Request for Change (SMCR) RfC Template (SMCT) Maintenance Cycle (SMMN) Urgent Change Cycle (SMMM) Project Cycle Normal Change (SMMJ) Urgent Change (SMHF) Admin Change (SMAD) General Change (SMCG) Defect Correction (SMTM) (SMDV) 2011 SAP AG. All rights reserved. 50

SAP Solution Manager Work Centers Additional Information The Incident Management and Change Control Work Center of SAP Solution Manager are still existing in 7.1 The Work Center can display old and new transaction types. Depending on the transaction type the related UI will be opened for processing. Incident Management: WebDynpro UI, SAP GUI (expert mode) or Web UI Change Request Management: SAP GUI or Web UI 2011 SAP AG. All rights reserved. 51

Standard Process After the Upgrade For Incident and Change Request Management SOLMAN_SETUP has to be completed Copy new transaction types to customer namespace Re-assign text-, partner- and dateprofile Copy new statusand action-profile to cust. namespace Adapt status- and action-profile customer specific Define copy control rules for new transaction types Perform Web UI configuration Customize new functions in AIM / ChaRM Adapt user authorizations and roles AIM and ChaRM available in SolMan 7.1 Customers beginning to use Application Incident Management and ChaRM after the upgrade have to go through the standard operation procedure recommended by SAP. Customers who already have used the processes in 7.0 can reuse parts of existing configuration. 2011 SAP AG. All rights reserved. 52

Change Request Management Upgrade Scenario Existing change transactions with open transports can be taken over to a new maintenance cycle They can be finished by using the new SMMN transaction type For details see Change Request Management Installation & Upgrade Guide Maintenance Cycle (SDMN) SAP Solution Manager 7.0 New Maintenance Cycle (SMMN) SAP Solution Manager 7.1 Closed Transactions Open Transactions (SDMJ) Open Transactions (SDMJ) New Transactions (SMMJ) Take over 2011 SAP AG. All rights reserved. 53

ITSM implementation guided by SAP Solution Manager Configuration SAP Solution Manager Basic Configuration ITSM Basic customizing (Piece list) Managed system connection Copy ITSM transaction types & profiles & dependencies Set up BW client in SAP Solution Manager. Setup TREX server Configure interactive reporting Setup Transport Management system Deploy ST/PI Packages for remote system connectivity in ChaRM Adjust status-, textor date profile Administrate teams, users, organizational modell & S-Users Activate Project for ChaRM Adjust categorization schemes Define Change approval procedure Administrate UI Layout Define roles and authorization concept Setup Notifications (Mail, Workflow, RSS) Define Dispatching rules SLA enablement Individual actions & process configuration Configure E-Mail inbound UI personalization & configuration Business Role and Navigation Bar customizing Design Layer customizing Detailed customizing with Application Enhancement Tool (AET) & Easy Enhancement Workbench (EEWB) 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. 55

Expert Guided Implementation Training, Practical Experience, Expert On Demand Day 1 Day 2 Day 3 Day 4 Day 5 ITSM EGIs* Setup Change Request Management 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 Management Technical Upgrade SAP Solution Manager 7.1 Upgrade of Change Request Management 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 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. *Planned for Q4/2011 2011 SAP AG. All rights reserved. 56

IT Service Management 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. 57

Upgrade Hints Important SAP Notes Check SAP Note 1567003 for an Incident Management specific FAQ Check SAP Note 907768 for required SP-levels of managed systems for Change Request Management Check SAP Note 1384598 for details regarding ST/PI Package and the new remote infrastructure of ChaRM Check SAP Note 1572183 regarding authorizations for SAP Solution Manager RFC user Reports CRM_SSC_ERCP - Generate existing Business partners in role Contact Configuration Guides Installation & Upgrade Guides (http://service.sap.com/instguides) Best Practice Guides (http://service.sap.com/rkt-solman) 2011 SAP AG. All rights reserved. 58