it service management on sap solman 7.1
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IT Service Management on SAP Solution
Manager 7.1
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2012 SAP AG. All rights reserved. 2
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.
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Overview
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2012 SAP AG. All rights reserved. 4
Change
Application Lifecycle Management Run SAP like a Factory
Business Process Monitoring
and Analytics
Monitoring of Systems, Technical
Scenarios and End User Experience
Build
Execution
Test
Execution
Deployment
execution
Build Mgmt
Test Mgmt
Release &
Deployment
Mgmt
Design Mgmt
IT Service Management
Minor Release
Urgent Change
IT Portfolio and Project Management
Project
Portfolio
Major Release
SAP Solution Manager: One Integrated Solution for IT Management
Business
Requirement Enhancement
Incident
Problem
Request for Change
Service Request
Single
Source
of Truth
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2012 SAP AG. All rights reserved. 5
Integrated IT Service Management and Application Lifecycle Management
SAP Solution Manager integrates Application Lifecycle Management and IT Service
Management processes on a single platform.
SAP
Solution
Manager 7.1 (with full SAP CRM
stack!)
CRM 7.01
SAP Solution
Manager 7.0
ITSM
ALM
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2012 SAP AG. All rights reserved. 6
SAP IT Service Management ITIL-compliant IT service and support processes
* pricelist component Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm
Externally verified IT service
and support processes
Incident Management
Service Request Management
Problem Management
Change Management
Knowledge Management
Installed-Based & Object Management
(for Configuration Management)
Service Level Management
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttps://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttps://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttp://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm -
2012 SAP AG. All rights reserved. 7
SAP IT Service Management ITIL-aligned IT service and support processes with SAP Solution Manager
Service Design Service Catalog Mgmt.
Service Level Mgmt.*
Capacity Management
Availability Management*
IT Service Continuity Mgmt.
Information Security Mgmt.
Supplier Management
Service Transition Transition Planning and Support
Change Management*
Service Asset and Configuration
Management*
Release and Deployment
Management*
Service Validation and Testing*
Evaluation
Knowledge Management*
Service Operation Event Management*
Incident Management*
Request Fulfillment*
Problem Management*
Access Management
Operation Activities
Service Desk (Function)*
Service Strategy Strategy Generation
Financial Management
Service Portfolio Management
Demand Management
Continual Service Improvement 7-Step Improvement Process
Service Measurement
Service Reporting* * preconfigured Best practice processes
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2012 SAP AG. All rights reserved. 8
SAP IT Service Management ITIL-aligned IT service and support processes with SAP Solution Manager
Service Design Service Catalog Mgmt.
Service Level Mgmt.*
Capacity Management
Availability Management*
IT Service Continuity Mgmt.
Information Security Mgmt.
Supplier Management
Service Transition Transition Planning and Support
Change Management*
Service Asset and Configuration
Management*
Release and Deployment
Management*
Service Validation and Testing*
Evaluation
Knowledge Management*
Service Operation Event Management*
Incident Management*
Request Fulfillment*
Problem Management*
Access Management
Operation Activities
Service Desk (Function)*
Service Strategy Strategy Generation
Financial Management
Service Portfolio Management
Demand Management
Continual Service Improvement 7-Step Improvement Process
Service Measurement
Service Reporting*
ITIL certified
ITIL alligned
* preconfigured Best practice processes
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2012 SAP AG. All rights reserved. 9
SAP IT Service Management on SAP Solution Manager Document types
Change
Normal, Urgent,
General
End User Self
Service Portal E-Mail / Phone
Mobile App / 3rd
party
Help Desk
Execution (ALM)
CTS+, RCA
ALM Process
Integration
SAP Frontend
Integration
Requirement
Mgmt.
QGM
Software Infrastructure
SA
P
Su
pp
ort
me
ssa
ge
Operations (with SAP ITSM )
Incident
Request for
Change Knowledge
Articles
Service
Request
Problem
Task
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2012 SAP AG. All rights reserved. 10
SAP IT Service Management on SAP Solution Manager Integrated IT
Support processes
IT Service Management
Application Lifecycle Management
Monitoring &
Alerting
Incident
Management
Root Cause
Analysis
Problem
Management
Impact
Analysis
Change
Management
Test
Management
Deployment
Management
Knowledge
Management
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2012 SAP AG. All rights reserved. 11
IT Service Desk Enhance Productivity of IT Service Desk Agents
Benefits Easy-to-use application for rapid adoption
with minimal training
Empower IT service desk agents with
powerful tools and information
Increase customer satisfaction and
service transparency
IT Service Desk
Provide IT service desk agents with an
easy-to-use application interface with
integrated communication toolset
Intuitive UI grants access to all processes and
functions which are necessary for the agent to provide best-in-class IT services
Communication management queues inbound communication, defines routing rules, and
routes communication to agents
Inbound communication processing and contact management enables agents to receive
customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected
configuration item
Integrated solution search enables fast and professional solution provisioning, for example by
integrated solution e-mailing
Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and
surveys as well as automated navigation
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2012 SAP AG. All rights reserved. 12
IT Service Desk Best Practice process
Highlights Account identification with object and
installation identification
Interaction History
Agent Inbox
E-Mail Response Management System
Scripting, Alerts and Messages
Optional integration with SAP BCM or 3rd
party telephony system
Receive call or eMail Create incident by
template Close message Complement
data
IC Agent
Receive a call
and create
IT message
Receive
incident
Search for
solutions
Provide
solution
IT Support 1st Level IC Agent
Notification
to end user
Categorize IT Ticket and
search for quick solution
Optional -
Handover to
2nd Level.
IT Support 2nd Level
Analysis
Handover to
Change
Management
Create
Request
for
Change
OR
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2012 SAP AG. All rights reserved. 13
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Incident Management Increase Efficiency of Responding to User Requests
Benefits Increase IT support productivity
Deliver the best solution in a timely
manner
Enhance customer satisfaction
Incident Management
Provide IT service desk agents with an
easy-to-use application interface with
integrated communication toolset
Incident creation captures all relevant information including references to configuration items
and enables rule-based dispatching as well as escalation management
Incident classification categorizes user requests based on multi-level categorization and
enables solution suggestions as well as auto completion
Solution provisioning helps the support staff to search for relevant knowledge articles in the
knowledge repository and to deliver the best solution to the end user
Incident completion closes user requests and notifies users; optionally it can trigger follow-up
processes such as recording of working time, billing, etc.
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2012 SAP AG. All rights reserved. 14
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Incident Management Best Practice Process
Highlights Related searches based on
Categorization
Multiple inbound channels through ALM
integration
Flexible UI enhancements
(Auto) Dispatch to Teams based on end
user data or system data or categorization
Create
IT message Categorize IT Ticket with
guided procedure Receive
incident
Search for
solutions
Provide
solution Send to
IT Support
Optional -Handover to
Problem Mgmt.
IT Support 1st Level Business User
Notification to
end user
Multiple
inbound
channels
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2012 SAP AG. All rights reserved. 15
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Service Request Management Increase Efficiency of Responding to User Requests
Benefits Increase IT support productivity
Deliver the best solution in a timely
manner
Enhance customer satisfaction
Service Request Management
Capture, document, and track all
user requests from creation to
resolution
Service request creation captures all relevant information including references to configuration
items and enables rule-based dispatching as well as escalation management
Service request classification categorizes user requests based on multi-level categorization
and enables solution suggestions as well as auto completion
Service Request fulfillment helps the support staff to delegate predefined tasks via workflow.
Read , fulfill and document the tasks and notify the completion to the main processor.
Service request completion closes user requests and notifies users; optionally it can trigger
follow-up processes such as recording of working time, billing, etc.
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2012 SAP AG. All rights reserved. 16
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Service Request Management Best Practice Process
Highlights TOP n Service requests in Self Service
Portal
Individual Service Request data tab
Checklist steps to fullfill the service
includes Workflow tasks
Integration in Change Management
Service Request Fullfillment Business User
Create
IT Service
Request
Select offered
Service
Receive
Service
Request
Process
according to
checklist tasks
Complete
Service
Request
Forwarded
to
IT Support
Send back to
enduser
Fill in SR
specific
data
Workflow tasks to
several IT
employees
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2012 SAP AG. All rights reserved. 17
Problem Management Investigate and Resolve Issues in the IT Infrastructure
Benefits Document problem investigation in detail
Speed up incident resolution
Make investigation results available to all
relevant parties
Provide detailed information to change
management
Problem Management
Investigate, resolve, and document
issues in the IT infrastructure
as well as workarounds or solutions
to them
Problem creation captures all relevant information with regards to the issue, including the links
to all related incidents
Problem classification categorizes problems based on multi-level categorization and problem
class, e.g. known error
Incident references establishes relationships, optionally based on system proposals, to all
incidents with the same root cause and facilitates automatic incident completion once the
problem is solved
Problem closure documents the outcome of the investigation and triggers follow-up activities
such as creation of knowledge articles for the solution repository; optionally it can trigger follow-
up processes such as recording of working time, billing, etc.
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2012 SAP AG. All rights reserved. 18
Problem Management Best practice process
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.
Create
Incident message Analysis
Search
solutions &
Dispatch
Lock related
incidents
Deep issue
investigation
Provide solution
& Update
Incident(s)
Multiple
inbound
channels
IT Experts
Handover to
Problem
Management
Create
Problem
message
Create
Knowledge
Article
Create
notifications Create
tasks
Handover to
Change
Mngmt.
Create
Request
for
Change
IT Support
1st Level
Business
User IT Support
2nd Level
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2012 SAP AG. All rights reserved. 19
Change Management Ensure Authorized Changes are Proper and On Time
Benefits Minimize possible negative impact of
changes by implementing only authorized
changes
Enhance visibility of responsibilities per
change phase
Bill and charge-back based on actual
effort
Change Management
Request, approve, and document
IT infrastructure changes to make
sure that only authorized changes
are implemented
Request for change creation captures all relevant information for the requested change such
as who is requesting it, which configuration items are affected, and which services need to be
provided
Approval management defines who needs to approve the request for change and informs the
relevant parties via workflow
Resource planning makes sure that the requested work gets carried out by qualified resources
and that the required service parts are available in time
Change completion documents the time spent and components used for the change
implementation, and triggers the update of the configuration item documentation
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2012 SAP AG. All rights reserved. 20
Change Management Ensure Authorized Changes are Proper and On Time
Benefits Minimize possible negative impact of
changes by implementing only authorized
changes
Enhance visibility of responsibilities per
change phase
Bill and charge-back based on actual
effort
Change Transaction
Create
Change
Transaction
Approve /
Reject Request Handover to
Execution
Process
Request
Notification
via
Workflow
Execute & document
Change
SAP and non-SAP
Changes
Technical & non Technical
Changes
IT Assets Admin Tasks
Test
Change
Confirm
Change
Change Request
Management supports all
types of changes
System Landscapes
Requester Change
Manager
Approver Change
Manager
Developer &
IT Staff
Tester Requester
Request for Change
Create
Request for
Change
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2012 SAP AG. All rights reserved. 21
Problem Management Investigate and Resolve Issues in the IT Infrastructure
Benefits Decrease time to resolution for known
issues
Leverage and publish organizational
knowledge
Minimize training time for new support
employees
Knowledge Management
Document solutions and offer them
via search to the IT service desk
and directly to end users
Knowledge article creation documents solutions to issues in the IT infrastructure with relevant
linkage to incidents, configuration items, and other knowledge articles
Knowledge article classification categorizes and tags knowledge articles for easy access and
auto suggest functions
Knowledge article provision publishes knowledge articles to relevant publishing groups,
enables auto suggest and manual search, and delivery of the solution via e-mail
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2012 SAP AG. All rights reserved. 22
Knowledge Management
Highlights Multi -language, Approval concept
Publish knowledge to 1st Level support &
end users
Use integration in Service Desk, incidents
and problems
Search released solution
in Knowledge database Assign Knowledge
article (KA) to ticket
Provide
solution
IT Support 1st Level Business User
Notification to
business user
Describe
solution
IT Support 2nd Level
Create KA with
problem & solution
descriptions
Check &
release KA
Create
Knowledge
Article
Search released solution
in Knowledge database
Notification to
end user
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2012 SAP AG. All rights reserved. 23
Service Asset and Configuration Management Gain Complete Control over Your Configuration Items
Benefits Manage IT assets and track configuration
information
Analyze potential impact of any
infrastructural changes
Leverage SAP ERP for IT procurement
and service processes
Service Asset & Configuration
Management
Track and manage configuration
items which are referenced in
service processes
IT asset procurement covers all types of purchasing for hardware and software, leveraging
central vendor and contract information
Receiving assets creates both technical as well as financial records, i.e. equipment and fixed
assets in can be created automatically
Installed-base management manages relationships of IT equipment, allowing the installation
or assignment of items, keeping the information automatically in sync between ERP and CRM,
if required
Object references in service transactions establishes links to all affected IT objects during
incident, problem, and change processing, to complete the requests efficiently
Integration to change management automatically updates status information of IT objects
assigned as references to requests for change
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2012 SAP AG. All rights reserved. 24
Service Asset and Configuration Management Best Practice impact analysis process
Highlights Download IT assets from SAP ERP
Show object relationships and related
service transactions
Integrated via Communication layer with
SAP infrastructure
Impact Analysis in ITSM processes
Detailed object information:
Who is owner?
Who has last changed?
Which services are in process?
Where is object located?
Validate request
for change
IT Support processor
Incident relationship
analysis
Object connections & more details:
Which objects are connected?
Object properties ( IP, release, etc.)
Where used analysis
Object relations :
Object relations in topographic
network view?
Check critical path
Analyze existing alerts
Define
change risk
Resolve
incident
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2012 SAP AG. All rights reserved. 25
Service Level Management Optimize Service Delivery and Provide Transparency
Benefits Optimize service delivery
Monitor service level compliance
Provide transparency between IT and
business
Increase transparency of revenue and
costs
Service Level Management
Define and manage all
IT services and their related
service level agreements
Service & product definition defines service products which are offered in a service catalog
Contract management defines contracts with customers to specify the agreed-upon
conditions for the selected services
Service & contract determination automatically determines the available services and
contracts during incident, problem, and change management
Service level determination automatically identifies service level agreements from contracts,
customers, or other objects, and sets service process dates and thresholds accordingly
Service billing and cost allocation makes sure that the delivered IT services are correctly
billed and costs allocated correctly
Customer
Incident &
Service
Request
Management
Problem
Management
Service
Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
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2012 SAP AG. All rights reserved. 26
Service Level Management Optimize Service Delivery and Provide Transparency
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
Customer
Incident &
Service
Request
Management
Problem
Management
Service
Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
Create incident Incident in queue Processing
IT Support 1st/ 2nd Level Business User
Reminder
Notification
processor
60%
due
Multiple
inbound
channels
Provide
solution
Notification to
Manager
100%
due
Reminder
Notification
processor
60%
due
Notification to
Manager
100%
due
IRT running MPT running
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2012 SAP AG. All rights reserved. 27
IT Analytics Gain performance insight of IT processes
Benefits Gain insight of IT service processes
Measure IT service performance and
service level compliance
Provide basis for intelligent business
decisions
IT Analytics
Enables concise reporting and analyses of your IT service processes and
performance
IT service dashboards provide comprehensive management information at a single glance
IT service analytics enables meaningful reports for IT management to track incident, problem,
and change management, optionally via SAP Business Warehouse or Interactive Reporting
Online list reporting enables fast and easy access to list reports for all IT staff members,
including graphical display and downloadable spreadsheets
Customer
Incident &
Service
Request
Management
Problem
Management
Service Level
Management
Knowledge
Management
Change Management
Installed-
Base &
Object
Management
-
Incident &
Problem Management
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2012 SAP AG. All rights reserved. 29
Incident & Problem Management Features in the processor UI
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
In the incident you have
access to
Dispatch
Auto Complete
Find Related Problems
Find Knowledge Articles
Unlock
Send E-Mail
Print / Print Preview
template.
You can copy an existing incident
You can create follow-up transactions from the
incident, for example, a problem or a change
request
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.
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2012 SAP AG. All rights reserved. 30
Incident & Problem Management Assignment blocks in the processor UI
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
3rd party Help Desk interfaces
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2012 SAP AG. All rights reserved. 31
Incident & Problem Management SAP Collaboration
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.
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2012 SAP AG. All rights reserved. 32
Incident & Problem Management Functions Based on Multilevel Categorization
The incident / problem can be categorized on multiple levels with several
categorization blocks.
To 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
Knowledge articles with the same categorization as entered in the Incident can be proposed by the system
when choosing
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2012 SAP AG. All rights reserved. 33
Incident & Problem Management Integrations
Connectivity to SAP
managed
system Frontends
Projects
SAP CRM 7.0
Shared Service Center
Mobile device adapter + App
SAP Global Support
Backbone
&
Partner Ecosystem
Service Desk Interface
Montoring & Alerting
Change Control
Management Test Management
Root Cause Analysis Interoperability
with ALM
processes
SAP
Collaboration
Incident & Problem Management
SAP Gui
SAP Portal
SAP NW Business Client
SAP CRM WebClient
SAP Business Suite
SAP Infrastructure
Management
for enhanced
Configuration
Management
Asset Management
SAP ERP (FI & HR)
3rd party Help Desk
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2012 SAP AG. All rights reserved. 34
IT Incident Management App Create and track incidents with SAP Solution Manager on your iphone
Create new incident messages
Categorize incident
Scan bar codes for target objects
Attach pictures
Track own incidents
Communicate with your IT Support
Get notified if your action is required
Confirm proposed solutions
Search
47114812
Server down situation high
01.01.2012 In process
Priority: high
Priority: medium
Date Status Priority
My incidents (4)
47114812
Printer queued high
01.01.2012 Customer action
47154812
Database down mediu
m 01.01.2012 In process
47114812
Issue in VA01 Mediu
m 01.01.2012 Proposed solution
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Service Request Management
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2012 SAP AG. All rights reserved. 36
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
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
-
2012 SAP AG. All rights reserved. 37
Checklist Post processing of Service Request
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
and processed:
Sequential and parallel processing visualized by graphical process flow
Determination of checklist and checklist processors via rules
SAP Workflow integration to inform step processors
Work instructions, action processing, long text available in step details
Checklist specific search criteria in search pages and IC inbox
Available for service requests / incidents, problems, requests for change, service orders
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Change Management
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2012 SAP AG. All rights reserved. 39
Change
Request
Management
Change Control Management The whole is more than the sum of its parts
Quality Gate
Management
Change and Transport
system (SAP / Non SAP)
Transport
Analytics /
Configuration
Validation
Transport
Management
Retrofit
Change
Control
Management
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2012 SAP AG. All rights reserved. 40
Change
Request
Management
Change Request Management How you can evolve change management in your organization
Medium
Additional ALM Integration with
Projects / Solutions / Test Mngmt.
Full
Introduce
Basic
Change Documents with workflow
and transport management
Change
Request
Management
Change Request Management: Basic
Establish basic build management processes
with tool support
Control your Transports with Change
Request Management
Control development activities of each
change via workflow
Change Request Management: Medium
Benefit from additional integration functionalities of
Change Request Management
Enrich your change management processes with
other ALM functionalities like test management or
solution documentation
Use Change Request Management to control the
check-out/check-in process of your solution
Change Request Management: Full
Establish a full and ITIL compliant change & build
management process
your change activities
Manage changes with additional approvals before
change execution
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2012 SAP AG. All rights reserved. 41
Introducing Change Request Management
Some Highlights
Provides full control & transparency over change execution
Delivers predefined change management processes & workflows
Fully integrated transport mechanism and change control system to
manage changes across technology stacks and application
components
Change Request Management strengthens the strategy of
platform which
Ensures reliability
Reduces Total Cost of Ownership and increases Total Solution Value
Bridges the gap between business requirements and IT
administration
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2012 SAP AG. All rights reserved. 42
Change Request Management embedded in Application Lifecycle
Management
ALM Capabilities
Technical Infrastructure
Transport Management System Enhanced Change & Transport System
IT Service Management Quality Gate Management Test Management Project & Solution
Directories
Job Scheduling
Management
Change Request
Management
SAP Solution Manager
Request for
Change
Service Desk
Message
DEV
QAS
PRD
Controlled transports
Controlled transports
Serv
ice D
esk
Ch
an
ge R
eq
uest
Man
ag
em
en
t
Change
Transaction
Feedback
Requester
Service
Desk
Employee
Change
Manager
Developer
Tester
IT Operator
System
Recommendations
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
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2012 SAP AG. All rights reserved. 43
Change Request Management 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
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2012 SAP AG. All rights reserved. 44
Change Request Management Functionalities
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 Management
Access to all relevant transport
management activities
Fully integrated in change transaction
process
Test Management
Assign Testplan and Testpackages
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2012 SAP AG. All rights reserved. 45
Supporting all types of changes
Normal Change Urgent Change Admin Change General Change Defect Correction
Regular maintenance
Implementation
Projects
Depending on project
release-cycle
Integrated with SAP
Transport
Management
Emergency Changes
Optimized for fast
processing
Independent from
project release cycle
Integrated with SAP
Transport
Management
Documentation of
only Administrative
activities only
Related to system
landscape of change
project
Not integrated in
SAP Transport
Management
Changes on IT
Assets
Mobile Devices
Printer
Not mandatory
related to any
change project
Used during test-
phase of
implementation or
maintenance projects
Document test
defects and their
correction
Integrated in SAP
Transport
Management
!
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2012 SAP AG. All rights reserved. 46
IT Change Management App Check and Approve Requests for Change with SAP Solution Manager on your iPhone/iPad
Process Requests for Change approvals directly from your mobile device
See detailed information about the Request for Change:
Involved Business Partners
Scope
Attachments
Relevant Processing Data
Will be available from Apple App Store
Create Request for
Change
Validate Request
for Change Approval Implementation
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Configuration Management
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2012 SAP AG. All rights reserved. 48
Expanding the Value of SAP Enterprise Support
With SAP IT Infrastructure Management
IT Infrastructure
Management
Business Process
&
Application Management
SAP non SAP
SAP Solution Manager 7.0 SAP Solution Manager 7.1
SAP Solution Manager 7.1
+ SAP IT Infrastructure Management
Ap
plicati
on
Lif
ecycle
Ma
na
ge
men
t
SAP Enterprise Support customers can extend Application Lifecycle Management
seamlessly with IT infrastructure management.
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2012 SAP AG. All rights reserved. 49
Configuration Management with SAP Solution Manager
SAP delivers templates in the Business Process Repository,
customers maintain business processes in Solution Directory
Systems are registered in System Landscape Directory and synced
to Landscape Management Database, where customers can use
SAP delivered templates or deep model applications own
applications
Infrastructure components are auto-discovered by SAP IT
Infrastructure Management CMDB and automatically linked to
systems in Landscape Management Database
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
Infrastructure
Applications
Business
Processes
ABAP J2EE
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2012 SAP AG. All rights reserved. 50
Closing the gap between Enterprise Architects and Infrastructure
Operations
Enterprise Architects model business processed with BPM tools
Modeling stops on system level
How to close the gap between infrastructure and enterprise
architects?
Configuration Management with SAP Solution Manager provides
single source of truth
management.
Modeling stops at physical server level in CMDB
Infrastructure
Applications
Business
Processes
ABAP J2EE
Infr
astr
ucu
tre
Op
era
tio
ns
En
terp
rise
Arc
hite
ct
?
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
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2012 SAP AG. All rights reserved. 51
SAP Infrastructure Management on SAP Solution Manager 7.1
Modelling of IT infrastructure components within SAP
Solution Manager
Agentless auto discovery based on technology & functionality
provided by REALTECH
Management Database (CMDB) including integration in SAP Solution
manager
Integration in IT Service Management on SAP Solution
Manager for
Incident & Problem Management (e.g. End-User issues with dektop
PC)
Request for Change & Change Management (e.g. Deployment of
firmware to network infrastructure)
Integration in End-to-End Monitoring & Alerting on SAP
Solution Manager
Integration of alerting data for IT infrastructure (e.g. availability of
network devices)
Visualization of IT infrastructure components in context of influenced
systems, databases and hosts
Business Process
Applications
Infrastructure
Incid
ent,
Pro
ble
m &
Ch
an
ge
Monitoring &
Ale
rtin
g
Model business process
based on delivered
templates
Deep modeling of systems,
box for SAP & manually non-
SAP
Auto Discovery of Hosts, Printers,
Storage, Network with SAP
Infrastructure Management
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
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2012 SAP AG. All rights reserved. 52
What is the Solution?
SAP IT Infrastructure Management consists of functional areas:
Infrastructure Discovery and Management
Printers, routers, switches, PCs
Dependencies and topologies in the network
Real-time information on infrastructure components and their status
CMDB
Asset- and inventory data
Database for configuration items, relations and dependencies
Normalized data for faster integration and evaluation
Integration to SAP Solution Manager added with SAP Enterprise Support
Direct access of data from SAP Solution Manager
Incident, problem, change linked to infrastructure information
Enhanced monitoring information inside SAP Solution Manager
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
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2012 SAP AG. All rights reserved. 53
Nodes Normalization Objects
Best in class auto discovery of infrastructure components
Operating
Systems
Active Components
Description Name
Operation Status Type
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2012 SAP AG. All rights reserved. 54
Real-time Access to all your Device Types
Product Specific Module for all common Device Types
Consistent look & feel and intuitive handling via graphical display
Support of all standard and proprietary Management Information Bases
Support of the most important management protocols (SNMP, CIM, WMI/WBEM)
Development of new Product Specific Modules at a standard rate
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