itsm on sm
TRANSCRIPT
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 1/34
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 2/34
© 2013 SAP AG. All rights reserved.
Disclaimer
This presentation outlines our general product direction and should not be relied on
purchase decision. This presentation is not subject to your license agreement or anywith SAP. SAP has no obligation to pursue any course of business outlined in this pr
develop or release any functionality mentioned in this presentation. This presentation
strategy and possible future developments are subject to change and may be chang
time for any reason without notice. This document is provided without a warranty of a
express or implied, including but not limited to, the implied warranties of merchantab
particular purpose, or non-infringement. SAP assumes no responsibility for errors or
document, except if such damages were caused by SAP intentionally or grossly neg
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 3/34
ITIL approach
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 4/34
© 2013 SAP AG. All rights reserved.
Service Management with SAP Solution Manager
SAP SAP & non S
SAP Solution Manager 7.0
SAP Solution Manager 7.1
SAP Solutio
+ SAP IT Infrastr
SAP Solution Manager manages all IT Service processes with ITIL com
M
a t u r i t y L e v e l
B u s i n e s
s a n d I T a l i g n m e n t
Business Process Mgmt.
&
Application Management
Infrastructure
Management
8
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 5/34© 2013 SAP AG. All rights reserved.
SAP Solution Manager verified for ITIL® Service Lifecy
SAP Solution Man
to support proces
lifecycle phases
Currently SAP SolIT Management owns the ITIL v20
all 15 processes th
Management of I
ITIL is integrated
and Run SAP like
The core ITIL bes
delivered out of t
Manager
Service
Strategy
Continual Service
Improvement
Service
Design
Service
Transition
ServiceOperation
Service Design
Service Level Management
Service Catalogue Mgmt.
Capacity Management
Availability Management
IT Service Continuity Mgmt. Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Service Transition
Change Management
Service Asset & Configuration
Management
Release & Deployment Mgmt.
Knowledge Management
Service Strategy
Service Portfolio
Management
Financial Mgmt. for ITServices
© Crown copyright 2011 Reproduced under license from the Cabinet Office
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 6/34© 2013 SAP AG. All rights reserved.
SAP Solution Manager
SAP ERP*
Financial Management
S A P I T I n f r a s t r u
c t u r e M g m t . *
System Landscape for E2E Integrated Service ManageSAP Solution Manager as the central IT integration platform
SAP 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
Service Asset & Configuration Mgmt
IT Service Desk*
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 7/34© 2013 SAP AG. All rights reserved.
Business User
IT Service Management on SAP Solution ManagerBusiness Roles
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
ITSMProfessional
Incident
Manager
2nd / 3rd Level S
ITSMProfessio
Proble
Manag
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 8/34© 2013 SAP AG. All rights reserved.
Harmonized technology from your main Business Software provider
Reduce your application and technology zoo: One application to run all your IT
You have a SAP Solution Manager installation already!
Real integration with your SAP ERP processes
Integration into SAP Business Suite (time recording, financial management, HCM and
resource planning)
Manage all IT levels - from the infrastructure , over application even to the
Business process
Run your IT Services integrated in Application Lifecycle and
Run SAP like a factory processes in SAP Solution Manager
Maximum UI flexibility with latest SAP WebClient Framewor
ITSM core licences are included in your SAP support agreem
Increase Service Management productivity with ITIL compli
Verified on newest „ITIL v2011 Edition“ with all 15 available
How can I argue to switch on SAP Solution Manager w
ITSM processes?
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 9/34© 2013 SAP AG. All rights reserved.
Where to find more information?
Solution Manager Demo
System
Visit our IT Service
Management Wiki in the
SAP Community Network
Additional Service Offerings
from SAP
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.sapsolutionmanagerdemo.com
Get a
SA
R
Expert Guided
Implementations for SAP
Solution Manager Recorded Webinars
MaxAttention and Active
Embedded
Pre
De
pric
Addlarg
Ind
Co
Best Practice Book now available: IT Se
Management wi th SAP Solut ion Mana
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 10/34© 2013 SAP AG. All rights reserved.
http://wiki.sdn.sap.com/wiki/display/SAPITSM
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 11/34
New features & functions in SP10
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 12/34
© 2013 SAP AG. All rights reserved.
Released Features in ITSMMajor enhancements 7.1 Support Package 5
New WebClient Business Roles for IT Requestors and 1st Level
Support
Service Request Management Integration with SAP IT Infrastructure Management
ITSM Analytics with BW reporting and dashboards
Guided procedure of SAP ITSM Setup (integrated in
SOLMAN_SETUP)
Mobile App for Incident Management And Change Management
Usability improvements
Widgets
Related source
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 13/34
© 2013 SAP AG. All rights reserved.
Planned new Features in ITSMMajor standard enhancements 7.1 Support Package 10
Custom fields in ITSM BW Templates
Enhanced Status schema
Email inbound inbox in Dispatcher Role
Service Catalog
My Messages Widgets
Issue Management integration
Substitution of Business Partners
Enhanced Task Management
Knowledge Article converting in pdf documents
Search usability improvements (attachments, new search
attributes)
Single Point of Contact
CI Authorization via Org Modell & Extended BP Management
with LMDB integration
1 2 3 4
Service
rder
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 14/34
© 2013 SAP AG. All rights reserved.
Custom fields in ITSM BW Templates
Multiple dummy fields in ITSM BW templatesavailable
10 fields of data typ CHARACTER (length: 60)
10 fields of data typ DATE (length: 60)
10 fields of data typ DECIMAL (length: 15)
Mapping with custom fields (e.g. new fields
created with AET-application enhancementtool) in IMG via a BADI
AI_CRM_IM_GENFIELDS_DEFAULT
Standard BADI already mapped with 5 Standard
Dummy fields from BTServiceH
Available in all ITSM templates: Overview, Incident,
Problems, etc.
Use standard ITSM BW templates to report on custom fields
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 15/34
© 2013 SAP AG. All rights reserved.
Enhanced Status schema
Substatus
Substatus Additional drill down field set a more detailed
status based on the main user status.
You use substatus, for example, to display the
different reasons of why a status is assigned.
You can define several substatus for each main
user status.
Status-Dependent Required Fields
Specify which UI fields are to be checked when
you change the user status of the incident. If the
selected fields are empty, an error message is
sent, and the user status is not changed
Prerequisite: Activated BAdI implementation
AI_CRM_IM_STATUS_CHECK_CHANGE
Status dependent fields and information have to be set before cont
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 16/34
© 2013 SAP AG. All rights reserved.
Email Inbound inbox in Dispatcher Role
Receive e-mails fromend users
Transfer e-mails into
incidents or service
requests
Rejection of e-mails
possible
Solutions will beprovided via e-mail
automatically
Replies from end user
will be attached to the
existing IT document
due to an auto
tracking ID
Search for new e-
mails to evaluate andispatch
Dispatcher Inbox for inbound e-mails and undispatched inciden
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 17/34
© 2013 SAP AG. All rights reserved.
Service Catalog
Simplified Service Catalog in Enduser UI
Select from available Service products
Find detailed service information
Easy guided procedure to proces the service order
Service Order specific questionnaires
Service Delivery
Approval of Service Order
Service Order product could contain
– Service Request
– Material
– Licenses
Service Fulfillment
Integrated in Service Request Fulfillment process
New preconfigured process to enable Service ordering like product orderi
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 18/34
© 2013 SAP AG. All rights reserved.
Service Order process
Predefined service order process
for any IT related items includes
several integration interfaces to
enhance the process
Integration possibilities in ERP / 3rd
party
Material purchase
External Service Request
Pricing / Costing
Web Channel
Web Shop UI
License Management
Intellectual Property Management
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 19/34
© 2013 SAP AG. All rights reserved.
My Messages Widgets
Selection of transaction types CHARM
Support messages ( SLFN)
Operations Task
Service Requests
Customizing for status Selection
Filter on Business Partner
Reporter
Processor
My Team
Substitution Maintenance
Receive a personalized quick overview about transactions in your resp
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 20/34
© 2013 SAP AG. All rights reserved.
Substitution of Business Partner
Who substitute for me Define one or more Business Partners as
substitute for me
Displays all my documents in the partners
Widget inbox
For whom I substitute
Define one or more Business Partners that I wantto substitute
Displays all documents of the partners in
myWidget inbox
Define a validity date range
Set authorizations to limit substitutions for
internal organizations only
Set colleagues as your substitutes to let them work on your documents whil
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 21/34
© 2013 SAP AG. All rights reserved.
Issue Management Integration
Create issues out of incidents Issues from the SAP Solution Manager
process Service delivery can be created in
Incidents
Create / Assign incidents out of
issues
Incidents can be one part of issueresolution. Creation or assignment of
incidents in the issue process is possible.
Relationship is displayed in the
„Related sources“ assignment block
Summary of issue information
Direct navigation into issue processing UI
Create relationship between your ITSM incidents and SAP Service Deliv
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 22/34
© 2013 SAP AG. All rights reserved.
Enhanced Task Management for Service Request Manag
Guided Procedures (GP)
Alternative feature tochecklists in Service Request
Determination via Rule policy
Predefined operations tasks
with responsibility owners
GP contains sequence,
descriptions, links,
transactions and logging
Define own guided
procedures based on SAP
Solution Manager´s Guided
Procedure Authoring
environment
Transaction: GPA_ADMIN
Alternative Service Request Fulfillment with guided processe
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 23/34
© 2013 SAP AG. All rights reserved.
Knowledge Article
Auto convert Knowledge Article into pdf as
attachment
Via scheduling PPF action
SMIN_STD_ADD_KA_ATTACHMENT
Only released KAs will be converted
Makes KAs also visible in IT Incident Management
mobile app
Auto convert KA in pdf while sending an
Integrated in Auto Email notification
If incident contains a KA, a pdf version of the KA
will attached to the eMail reply.
Action: SMIN_STD_MAIL_FORM
– Container value setting:
ADD_KNOW_ART_TO_MAIL = X
800235 -Knowledge Article
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 24/34
© 2013 SAP AG. All rights reserved.
Single Point of Contact
A ‘Single Point of Contact’ business partner can beentered, before forwarding the message, to ensure that a
single person remains responsible for the complete
lifecycle of the incident, no matter to which team or
support organization the message is forwarded to.
Assignment in „Involved Partner“ AB
– To display SPOC in Overview AB Mapping between
generic Partnerfunction and BP function
Single Point of Contact (SPOC) keeps involved in the whole lifecycle of t
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
CI A th i ti i O M d ll & E t d d BP M
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 25/34
© 2013 SAP AG. All rights reserved.
CI Authorization via Org Modell & Extended BP Managem
LMDB integration
Restricted access to LMDB systems byauthorization and organization assignment
See all LMDB objects assigned to me directly…or
See all LMDB objects assigned to my
organization… or
See all LMDB objects
Assignment of Business Partners to LMDBobjects
Maintain responsible Business Partners in the
LMDB into the masterdata of the Configuration
Item masterdata
Responsibility and authorization of LMDB can be flexible contro
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 withou
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,
N F t i ITSM
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 26/34
© 2013 SAP AG. All rights reserved.
New Features in ITSMService Provider enhancements in 7.1 Support Package 10
Plausibility check for business partner data entry
Enhanced SAP component selection
SAP Notes Assignment Block in Requester UI
Single sign-on using SAP Service Marketplace Certificate
End user widget for messages of own organization
Substitution function in message widgets.
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 wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 27/34
ITSM mobile apps
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 28/34
© 2013 SAP AG. All rights reserved.
SAP IT Incident Management
Employees need to be able to create IT related incident
having to log-on to SAP Solution Manager
Creating an incident messages for IT assets like printer
time and place of the problem identification
• Role: All employees
• Target Segment: All LOB
• Version: 1.0
• Availability: Since 11/2012
• Prerequisites: SAP Solution Manager 7.1 SP6
• Mobile Device Support: iOS 5.0, 6.0
SAP Mobile Business Impact
Typical Business Challenges
Capabilities
Facts & Figures
With the SAP IT Incident Management mobile app for i
employees can initiate and follow up on their incident m
anytime.
This app connects to the SAP Solution Manager IT Serand allows end users to create and edit incident messa
or iPad.
Create incident messages
Attach photos to your messages
View the processing status of your incident messages
Reply to and confirm your incident messages
Link on SAP.com Video
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 29/34
© 2013 SAP AG. All rights reserved.
Problem Managem
Create
Incident message Analysis
Search
solutions
& Dispatch
Lock incidents
Deep issue
investiga-
tion
Provide sol
Update Inci
Multiple
inbound
channels
Incident Management
Handover
to Problem
Mgmt.
Problem
message
-optio
CreKnow
Art
-optional- Create
notifications -optional-Createtasks
IT ExBusiness User IT Support
1st Level
IT Support
2nd Level
ITIL compliant Incident & Problem Management process
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 30/34
© 2013 SAP AG. All rights reserved.
SAP IT Change Approval
Change Managers need to judge and decide on reques
Critical information is often not available when needed,
workflow
• Role: Change Manager
• Target Segment: IT Organisation
• Version: 1.0
• Planned Availability: 11/2012
• Prerequisites: SAP Solution Manager 7.1 SP6
• Mobile Device Support: iOS 5.0, 6.0
SAP Mobile Business Impact
Typical Business Challenges
CapabilitiesFacts & Figures
With the SAP IT Change Approval mobile app, change
follow up on their requests for change anywhere and a
This app connects to the SAP Solution Manager applic
allows end users to approve and reject requests for cha
iPad.
• Approve and reject requests for change and enter com
• Display all requests for change to which you are assign
• Display the processing status of your requests and sor
date
• Display detailed request information, such as, scope, a
and attachments
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 31/34
© 2013 SAP AG. All rights reserved.
Change Transac
Create
request for
change
Approve / Reject
Request
Process
RequestExecute & document Change
Tes
Chan
Request for Change
Handover
to Execution
Create
Change
Trans-action
Requester Change Manager Approver Change ManagerTester
Notification
via
WorkflowSAP and non-SAP
Changes
Technical & non Technical
Changes
IT Assets Admin T
Change Request Management
supports all types of changes
System Landscapes
Developer & IT Staff
One central process to control change execution
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 32/34
© 2013 SAP AG. All rights reserved.
Prerequisites & Additional Information
Prerequisites
SAP Enterprise Support or higher
SAP Solution Manager 7.1 SP6
Basic & Scenario configurations ( SOLMAN_SETUP Wizard)
Activated SAP NetWeaver Gateway on SAP Solution Manager or Central SAP NetWeaver
Optional –Sybase Unwired Platform
Maintenance & Support
Non-periodical updates per App --> automatic notifications via Apple and Google Store
Error messages via SAP components (MOB-APP-SMG…)
More information:
Apps: http://store.sap.com
Help: http://help.sap.com/sm-mobileapps
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 33/34
8/13/2019 ITSM on SM
http://slidepdf.com/reader/full/itsm-on-sm 34/34
Thank you
Contact information:
David Birkenbach
Senior Solution Manager