itm205 − it service management in sap solution managerpurple-it.com/teched/itm205.pdf · © 2015...

Public

ITM205 − IT Service Management in

SAP Solution Manager Strategic Overview

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2 Public

Speakers

Las Vegas, Oct 19 - 23

David Birkenbach, SAP SE

Barcelona, Nov 10 - 12

David Birkenbach, SAP SE


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.


Agenda

ITSM Overview

Core ITSM

Usage rights

ITSM in SAP Solution Manager 7.2

New ITSM features

ITSM Analytics

SAP HANA innovations

UI strategy

Public

IT Service Management in SAP

Solution Manager Overview


ITSM – typical use cases

Incident Management for SAP landscapes with integration in SAP frontends and SAP support

backbone

Incident,- Problem, -Change Management to manage the SAP IT more efficient and secure

Ticket based workflows for further SAP Solution Manager scenarios, e. Test defects, project issue,

alert processing, etc.

Incident,- Problem, -Knowledge, -Change Management for the entire IT together with SAP IT

Infrastructure Management

Service Request fulfillment process based on service products and predefined activities how to

deliver these IT services

ITIL based IT Service Management with integration in SAP ERP for business process automation


IT Service Management evolution in SAP Solution Manager

SM 7.0

Service Desk

SM 7.0 EHP1 Application Incident

Management

IT Service

Management

SAP

Gui SSM Work

Centers

SAP Solution

Manager CRM

WebClient

ITSM for SAP and

Non-SAP

ITSM enhancements

I

Analytics

ALM Integrations

Business Roles

Service Request Mg.

ITSM mobile app

Planned

enhancements

SAP Solution Manager 7.1

UI improvements

Service Catalog Mgmt.

SAP CRM EHP 2&3

feature integration

Processing times,

Central Inbox,…

HTML 5 UI roles

SAP JAM integration

…..

SP01

FP1

SP05

SSM CRM

WebClient

SAP IT

Infrastructure

Mgmt.

7.2

SP…

ITSM

enhancements II

Service Order

Mgmt.

Operations Tasks

Email inbound

BP Substitution,

…

FP2

SP10

SSM CRM

WebClient

SAP IT

Infrastructure

Mgmt.

Enhanced

SSM CRM

WebClient

SAP IT

Infrastructure

Mgmt.


SAP Solution Manager verified for ITIL® Service Lifecycle

Externally verified in all ITIL Service

lifecycle phases

Best practice configuration available for all

15 processes

SAP Solution Manager 7.1 is fully verified for ITIL v2011 by Pink Elephant and Serview


SAP Solution Manager

SAP ERP*

Financial Management

SA

P IT

Infr

astr

uctu

re M

gm

t.* IT Service Management

Event Management Availability Management

Capacity Management

Service Level Management

Release & Deployment Management

Service Portfolio Management Service Catalog Management

IT Service Continuity Mgmt.

Problem Management

Change Management

Incident Management

Request Fulfillment

* separate license required

Service Asset & Configuration Mgmt.

IT Service Desk

SAP Solution Manager as the central ITIL platform System Landscape for Integrated IT Service Management


IT Service Management Roles Predefined UI templates

Business User 1st Level Support

ITSM 1st Level

Support

Pre-Clarification,

Search, Dispatching

IT Service Desk Self Service Portal

or mobile App

Call Agent

Dispatcher

SAP Frontend

Email Inbound

ITSM

Professional

Incident

Manager

2nd / 3rd Level Support

ITSM

Professional

Problem

Manager

…

Serv

ice

Op

era

tions


SAP IT Service Management on SAP Solution Manager Organizational Tailoring

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.

Software Infrastructure

SA

P

Support

message

SAP ITSM

Incident

Request for

Change Knowledge

Articles

Service Request

Problem

Task

Service Order

ER

P


Service Asset & Configuration Management SAP Solution Manager as a Service Knowledge Management System(SKMS)

Several CMDBs in one

main „central“ CMDB in

SAP Solution Manager

Infrastructure items via

add-on tool.

Storage of all relevant IT

information in a single

system ( SKMS)

Connection to other

CMDBs can be

implemented

Manual creation of Config

items possible

Service Knowledge Management System (ITIL terminology)

Central CMDB

IT Asset Management

in ERP

(e.g. Monitors)

IT Infrastrucure

(e.g.Network devices)

Applications

(SAP & 3rdparty) User, Org

Units, Partner

Business

Processes

CMDBs

SP 10

Knowledge

Services

Manual, Other,…

Purchase

Auto-

Discovery

Scan

Iobjects:

- 100213 – PR1 SAP

ERP

- 100214 – Senseye

LED G22

- 100215 – Router

NetgearN150

-…

SLAs,

contracts


Business Process Automation with ERP integrations

IT Management Suite

ERP for Your Business

Financial Management

& Controlling

Risk and

Compliance Management

Human Resources

Marketing and Sales;

Customer

Satisfaction

Sourcing

Demand, Project, and Portfolio Management

IT Service Management


Service, Application, and Project Portfolio Management

Project Management

Services Catalog (Service Design & Delivery)

Hardware, Network, Operating System and Database

Infrastructure Assets and Inventory

IT Reporting

Dashboards

Co

nfig

ura

tion

Ma

na

gem

en

t

Ch

an

ge

Ma

na

ge

men

t

Inc

ide

nt M

an

ag

em

en

t

Purchase Order

Effort & Cost

Working Time

Asset

Budget


Simplified usage rights

SAP has

simplified the

usage rights for

SAP Enterprise

Support

customers

SAP Enterprise Support customers can use IT Service

Management processes now for their entire IT.

Required named user licenses for non-SAP

ITSM processors are more affordable.

SAP CRM functionalities which

support the certified ITIL

processes are included in the

usage rights of SAP Solution

Manager.

Link: SAP Solution Manager Usage Rights

https://support.sap.com/support-programs-services/solution-manager/usage-rights.html


SAP Solution Manager ITSM Usage Rights Simplification and expansion

SAP

Our mission: Simplified usage rights, easy

to understand and beneficial

for our customers

3 steps to check the ITSM usage rights in SAP Solution Manager

Scope

Depending on your

support agreement

there might be

restrictions in

usage

Named user

Check which user

roles might need

SAP named user

licenses.

Capabilities

Which valuable

add-ons are

available to extend

the ITSM scenario

and which are

included?

1 2 3

SAP Solution Manager for customer shall be

used for internal or enterprise wide IT - only.

SAP Solution Manager usage for partner (e.g.

VAR) and Service Provider, etc., might have

different definitions of usage rights. Contact your

SAP partner manager.


SAP CRM functionalities beyond the ITSM core solution are also included,

such as*:

Survey, e.g. for PCC, Service Request specific data

Time recording & service confirmation transfer in ERP (HR)

Service contracts, e.g., to manage Service Level agreements

Any T-Rex functionality, including simple search and enterprise search

capabilities

Interaction Center UI in 1st Level IT Support

Middleware transfer of IT services into SAP ERP processes , e.g.

finance and accounting

Use of Mobile ITSM apps (android and iOS, SAP Fiori)

Price determinations of IT Services

Business requirement management

…

All ITSM processes in SAP Solution Manager 7.1 can

be used for SAP Enterprise Support customers

Additional licensing required to leverage the ITSM

scenarios.

* The lists have no claim of completeness!

SAP Solution Manager ITSM Usage Rights Core capabilities and typical ITSM extensions

Following SAP solutions are NOT included the SAP Solution Manager usage

rights given with the support agreement*:

• SAP JAM which can be integrated in ITSM scenarios to share and

communicate in a social media platform.

ITSM Reporting beyond internal BW and predelivered Dashboards, e.g.

SAP HANA Live Content, SAP Lumira, SAP BO Dashboard Design

SAP Project & Portfolio Management for IT innovation processes, IT

resources and portfolio management or advanced business requirement

process

Computer Telephony Integration Software or Chat functionality with SAP

Business Communication Management (SAP BCM)

Automation of Service Request Fulfillment with SAP IT PA by Cisco

Configuration & Asset Mgmt for infrastructure items with SAP IT


Web shop Catalog for IT Service Ordering, e.g. with Lean Catalog (SAP

consulting solution) or SAP Hybris

3

Public

ITSM in SAP Solution Manager

7.2


SAP Solution Manager 7.2 Upgrade details

Relevant for all customers: No CRM issues this time: SAP Solution Manager 7.2 does not

contain a new SAP CRM release. We only move to a new

enhancement package, the impact of the 7.2 upgrade is

significantly lower than in the 7.1 upgrade

If you already adopted the Monitoring & Alerting infrastructure,

then you are fine. Note that business process monitoring

based on the Monitoring and Alerting Infrastructure (MAI) is

mandatory in 7.2

The split of ABAP and JAVA stacks, and the upgrade to SAP

NetWeaver 7.40 are performed automatically in a standard

upgrade procedure

Activation of Solution Documentation can be prepared well in

advance of the upgrade

Optional upgrade step:

The migration to SAP HANA fully supports the one-step-upgrade

approach (i.e. the SAP standard for migrating to SAP HANA)

The upgrade from SAP Solution Manager 7.1 to 7.2 is standard

This is the current state of planning and may be changed by SAP at any time.


New ITSM features and functions with SAP Solution Manager 7.2

SAP CRM Framework developments

New WebClient UI Framework Features

New SAP CRM Business Functions

– Service Request Enhancements

– Checklist Enhancements

– Attachments Management Enhancements

– Processing Times

– Notification Framework

– E-Mail Management Enhancements

– Dispatching & Routing

– Central Inbox

– Bulletin Boards

SAP Solution Manager specific

developments

IT Service Catalog Management

SAP Fiori (HTML5) Self Service UIs

SAP Jam Integration

Adoptions to new Solution documentation

3rd party interface improvements

ITSM KPI Dashboard

Embedded Search (cross objects)

Public

Demo

New ITSM features in 7.2

• Subscription

• Processing times

• Bulletin Boards

• Central Inbox


ITSM Analytics

Preconfigured BW with SAP Solution Manager Setup

Upgrade from BW 7.02 BW 7.4 (auto)

New ITSM extractors & info provider – new setup required

KPI content

Cross ITSM &CHARM Dashboard

Predefined ITSM KPIs

Associated KPIs

Frontend

Analytics Launchpad on SAPUI5 (SAP Fiori like)

Configurable KPI view (own tiles, further drill downs, etc.)

Extendable with BW Query Designer

Public

Demo

ITSM Analytics in 7.2


SAP HANA and SAP Solution Manager 7.2

Good News for All SAP Support Customers:

SAP Solution Manager 7.2 is the first release which leverages SAP HANA.

The adoption of SAP HANA for SAP Solution Manager follows all SAP HANA transition standards

All customers with a valid SAP maintenance agreement can use SAP HANA as database for SAP Solution

Manager. There is no additional SAP HANA licensing required (see link for details)

This extension of usage rights is especially valuable for customers who are:

– SAP HANA only

– in a transition phase to SAP HANA

– paying maintenance for their SAP Solution Manager database

SAP Solution Manager 7.2 Adopts SAP HANA!

1) Does not include any SAP-HANA-related hardware cost.

Link: SAP Solution Manager Usage Rights

https://support.sap.com/support-programs-services/solution-manager/usage-rights.html


ITSM Analysis with SAP HANA delivered via SAP services in pilot phase

Track the ITSM processes with 100 %

transparency (by team or status

workflow)

Identify loops, unnecessary exceptions,

delays, etc.

Sentiment Analysis of customer

satisfaction

Business User ITSM Analyst

Support Processor Problem Manager

Proactively identify problem areas

and initiate action items

Define combinations of categories,

derived from text analysis, to identify

root causes of major issues

Find quickly similar incidents with

solutions with very high hit rate.

Extract the solution text and rate

them

Holistic search with the entire text

description for related Knowledge

articles and solutions in existing

incidents

Real-time check for recently

created incidents with anonymized

data

Get validated solution proposals

while entering the issue description

Auto categorization based on text

content while creating a new

incident

Standardize the

process flow

Identify issue areas

and eliminate them

Reduce time to

resolution

Avoid ticket

creation


ITSM Analysis with SAP HANA Business cases

The high amount of incidents and

requests, make the management of ITSM

processes very complex and challenging.

SAP Process Mining powered by

CELONIS brings full transparency and

high efficiency to ITSM processes

Text Analysis powered by SAP HANA

allows to identify the issue area and take

countermeasures:

Find and eliminate bottlenecks in the ticketing

process

Check for compliance and find out the

sources of unnecessary or avoidable tickets

Loops, redirections, interruptions, delays and

rework cost time, money and lower customer

satisfaction.

Bubbles show savings a customer made in ITSM by using Process Mining

Ticket volume: 1 Mio tickets p.a Copyright by CELONIS

Avoid Ping Pong

tickets

915,137 €

Reduce “Multi

Hop tickets”

1.2 Mio. €

Get rid of easy

2nd Level

tickets

478,783 €

Eliminate

redundant tickets

1.3 Mio. €

Increase intial

solution rate –

Shift Left

67,548 €

BUSINESS USER 1ST LVL / SERVICE

DESK 2ND LVL SUPPORT 3RD LVL SUPPORT RESOLVE TICKET

Public

Demo

ITSM innovations on SAP HANA

• Text Analysis

• SAP Process Mining by CELONIS


SAP Fiori UX


New User Interfaces in SAP Solution Manager 7.2

Providing the ultimate end user experience

SAP Solution Manager 7.2 will follow the SAP

Business Suite Strategy!

SAP Fiori Launchpad will be piloted for role-based

access to all relevant applications and Work Centers,

with further steps based on customer feedback.

SAP UI5 / Fiori will be provided for key business-

facing UIs and mobile applications.

Vital SAP Solution Manager UIs will be revamped

incrementally using SAP UI5 / Fiori, based on

customers’ usage and demand.


SAP Fiori role-based experience for top tasks

Today

Functional-based applications SAP Fiori UX

Role-based applications

To: One entry point for the user and UX following

common design directions

From: Multiple entry points for the user and inconsistent user

experience (e.g. ERP vs. CRM)

From: One transaction for multiple roles exposing all data &

functions to all users

To: Decomposed apps for each role exposing only

relevant data & functions


Message create link in the SAP Fiori user interface

Simple incident creation for end users


Embedded Support

Customers have option for embedded support if they are using

Solution Manager for ticket processing

Available in the following SAP Frontends

SAP Gui ( with context)

SAP Fiori( with context)

– Collects client context + last 30 log messages

– Collects server context + gateway logs

SAP CRM WebClient

SAP Netweaver Business Client

Automated determination of SAP Component (CSN) for

application causing issue

SAP Frontends integrate the user interface to create a support message (incident) which is processed in a connected SAP

Solution Manager The target system automatically provides context information for the processing of the support message.

Use case


ITSM Fiori App Roadmap

My incidents

Business

(End) User

First Level

(Key) User

Processors

ITSM

Dashboard

Incident Analytics

Problem Analytics

Change Analytics

Incident Key

User

DISPATCH to

2nd Level

SAP support

3rd party

Incident

analysis

Related Problems / KA

Related incidents

Root Cause

Service

Factsheet

Service Details

Availability

Status

Relations

b

My approvals My IT services Knowledge Search

RFC

Service order

Service request

Service product details

Create Service order

My service orders

Public Knowledge Articles

Existing incidents (anonym)

Any sources

Display my incidents

Reply

Confirm

New incidents

Public

Demo

SAP Fiori Launchpad

Embedded Support

My incident app


SAP Solution Manager 7.2 Manage SAP Hybrid Cloud like On Premise today

ITSM processes for on premise and private

cloud stay as usual

– Incident Management for public cloud

solutions

– Incident message to SAP Support directly

– Incident message to SAP Solution Manager

on premise

– Forwarding from SAP Solution Manager to

SAP Support via SAP components as usual

Customer On-Premises Landscape

Public Cloud

Private Cloud

SAP Cloud

BW CRM

ERP

PI SRM

ERP

Cloud Integration V

P

N


SAP Solution Manager 7.2 Business Requirement Process will be part of the standard


SAP Solution Manager is the #1 IT Service Management Tool in the

SAP ecosystem

Customers quotes @

http://service.sap.com/customerquotes

Overall more than 2.000 SAP

customers use IT Service

Management on SAP Solution

Manager


Where to find more information?

Solution Manager

Demo System

Visit our IT Service

Management Wiki in

the SAP Community

Network

Service Offerings in

SAP Service Marketplace

Presentations, Information,

Demos around IT Service

Management and Change

Request Management

Content is targeted and

tailored for Managers,

End-Users and

Administrators

Try SAP Solution Manager

without any risk

Available in the cloud 24x7

Demo scripts available for

many scenarios

www.sapsolution

managerdemo.com

Get an expert on-site from SAP Consulting and

RunSAP Partners

Expert Guided

Implementations for SAP

Solution Manager

Recorded Webinars

Indiv. Services for

MaxAttention and Active

Embedded

Pre-packaged Rapid

Deployment Solutions for

fix-price

Add-on Packages tailored

for large scale usage

Individual Workshops and

Configuration Support

Galileo Book available: IT Service Management

with SAP Solution Manager

http://wiki.sdn.sap.com/wiki/display/SAPITSM/SAP+Solution+Manager+-+ITIL+Certified

http://wiki.sdn.sap.com/wiki/display/SAPITSM/SAP+Solution+Manager+-+ITIL+Certified


SAP TechEd Online Continue your SAP TechEd education after the event!

http://sapteched.com/online

Access replays of keynotes, Demo Jam, SAP TechEd live interviews, select lecture sessions, and more!

Hands-on replays

http://sapteched.com/online


Further Information

Related SAP TechEd sessions:

ITM219 - Be prepared for ITSM and CHARM in SAP Solution Manager 7.2 (lecture)

ITM260 - IT Service Charging: Integrated ERP–SAP Solution Manager Process (Hands-on)

SAP Public Web

http://wiki.scn.sap.com/wiki/display/SAPITSM/ITSM+Wiki+-+IT+Service+Management+and+ChaRM+Wiki+Homepage

SAP Education and Certification Opportunities

Watch SAP TechEd Online

www.sapteched.com/online




http://www.sapteched.com/online


Thank you

Contact information:

David Birkenbach

SAP SE

Solution Management

[email protected]


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itm205 − it service management in sap solution managerpurple-it.com/teched/itm205.pdf · © 2015...

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