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description
SAP Solution Manager Change Request Management Add-On Packages 7.1
Application Lifecycle Management SAP Consulting
2013
© 2013 SAP AG. All rights reserved. 2
Agenda
Overview
Details
Functions in Detail
Details
Summary
Details
© 2013 SAP AG. All rights reserved. 3
The Change Request Management from SAP
Solution Manager supports:
Emergency Changes
Periodic Changes
Changes for Business Processes and Implementation and
Upgrade Projects
Changes for None-SAP System and other IT Assets
Change Request Management
Change
Request
Incident/
Problem
DEV
QAS
PRD
Controlled Transports
Controlled Transports
Ch
an
ge R
eq
ue
st
Man
ag
em
en
t
Change
Document
Feedback
Requestor
Service
Desk
Mitarbeiter
Change
Manager Entwickler
Tester
IT Operator
© 2013 SAP AG. All rights reserved. 4
Developed in over 100 customer projects by SAP Consulting and partners
Consulting services at a fixed price
Enhancements grouped into different packages
Enhancements to SAP Standard Change Request Management
What are the Change Request Management (ChaRM) Add-
On Packages?
© 2013 SAP AG. All rights reserved. 6
Challenge
Frequent, non-critical changes to the
same tables and objects
Unnecessary effort due to numerous
people involved
Delays due to complex change
processes
Examples: Changes to organizers,
purchasing groups, SAP Notes, and so
on
Example: Standard Change
Solution
Standard Change
Automatic approval
Automatic checking of transport objects
© 2013 SAP AG. All rights reserved. 7
Business Benefits
ChaRM Add-On Packages 7.1...
• Reduce your costs in the long term
• Can be implemented immediately
• Reduce effort through automation
• Improve quality through better process monitoring
Value
Contribution
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Service Scope
Kickoff & project planning
Change management process design and concept Concept
Delivery of solution as transport request
Customizing of enhancements Remote
User training
Administrator training
Training for change management setup and configuration
Knowledge
transfer
Instructions for performing tests
Workshop for acceptance
Test and
acceptance
© 2013 SAP AG. All rights reserved. 9
What‘s included in the ChaRM Add-On Packages?
Functions
Documentation Processes
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Typical Change Request Management Scenarios
Simple 3-system landscape (D-Q-P)
Lack of documented communication regarding the change
No release management
Maintenance
in standard
landscapes
Non-linear system landscapes (several development systems per track)
Release management
Parallel use of maintenance and implementation projects
Maintenance
& development
in complex
landscapes
Simple 3-system landscape (D-Q-P)
Release management for larger implementation projects
Use of maintenance and implementation projects
Maintenance
& development
in standard
landscapes
© 2013 SAP AG. All rights reserved. 11
ChaRM Add-On Processes
S
M
L
mall
edium
arge
CR
UC Urgent Change
Change Request
NC
AC Admin Change
Normal Change
GC General Change
SC Standard Change
RC Regional Change
DC Defect Correction
CT CR Template
© 2013 SAP AG. All rights reserved. 12
ChaRM Add-On Functionality
S
M
L
mall
edium
arge
• Status-dependent consistency and
field checks
• Enhanced status-dependent
authorization checks
• Predefined authorization roles
• Automatic e-mail notifications
• Mass import for single correction
• Integrated Process Guide
• Log extension for file attachments
• Business Roles with Tabbed View
• Risk matrix for “Request for
Change”
• Integration code inspector
• Simple attachment of screenshots
• Effort Estimation & Control
• SLA Support for all Change
Transactions
• Status & Priority Scorecard
• Extensions for Project &
Maintenance Cycles
• Transporting Copies for Multiple
Systems
• Repacking of Transports and
Projects
• Cross Landscape Transport
Distribution
• Extended Approval Procedures
and Digital Signature
• UNDO Function for Transports
Functions in detail • SAP Consulting ChaRM Add-On Package S
• SAP Consulting ChaRM Add-On Package M
• SAP Consulting ChaRM Add-On Package L
© 2013 SAP AG. All rights reserved. 14
Description
SAP Solution Manager template project with:
Process models for all processes
Documentation of delta Customizing
Documentation of
developments/enhancements
Links to IMG activities
Links to SAP Help
Predefined test cases
Instructions & tutorials for end-user training
Instructions & tutorials for administrators
ChaRM Add-On Documentation
Benefits
Templates for all documents while
implementing ChaRM
Simple and fast update of documents to
include special customer-specific features
Complete documentation of all enhancements
Faster test phases during implementation
Training material created more quickly
© 2013 SAP AG. All rights reserved. 15
ChaRM Add-On Documentation
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Guided Procedure – Connect Landscape for ChaRM
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Description
Displays the Lifecycle for the process
documents
Direct access to documentation of each
process step
Documentation can be adjusted by the
customer
Integrated Process Guide
Benefits
Improved user experience
Reduced training efforts
Easy access to documentation for occasional
users
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Description
Consistency check for:
Text fields
Business partners
Fast entry fields
Connected Documents and Test Plans
Status - Dependent Consistency Checks
Benefits
Automated process monitoring
Forces those involved in the process to
complete the defined workflow tasks
Ensures completeness for auditors
© 2013 SAP AG. All rights reserved. 19
Description
Fields are locked for changes based on
customized status
Status - Dependent field changeability
Benefits
automatic process control
Ensure completeness for auditors
© 2013 SAP AG. All rights reserved. 20
Description
Enhanced authorizations based on status ,
Project and IBase (system) for reading and
writing
Enhanced authorization based on the
maintained Business Partner, his substitutes or
a organizational unit
Objects already contained in predefined roles
Enhanced Authorization Checks
Benefits
Improved process monitoring
System responsibilities can be divided
Divided read access for 3rd party providers
© 2013 SAP AG. All rights reserved. 21
Description
Base role: Authorizations for all users
Process roles: Authorizations for specific tasks
in the process
Project roles: Project-specific authorizations
Predefined Authorization Roles
Benefits
Roles can be maintained and adjusted easily
Change
Manager Tester Developer IT Operator Requester
Project A Project C Project B Project_ALL Project_ALL
Base role
© 2013 SAP AG. All rights reserved. 22
Description
Automatic notification when processor or
responsibility changes
E-mail contains overview of current status
E-mail contains a link for calling up the change
document directly
Automatic E-Mail Notifications
Benefits
Fast response times
Short wait and completion times
Process participants can identify urgency and
current status immediately
Fast document access
© 2013 SAP AG. All rights reserved. 23
Description
Enhanced report for mass processing of
documents
Inclusion of import sequence for urgent
changes
Mass Import for Urgent Changes
Benefits
Automated import of urgent changes
Prevents over runner and dependency errors
during a mass import
© 2013 SAP AG. All rights reserved. 24
Description
Enhanced business role with tabular
assignment blocks
Business Roles with tabular assignment blocks
Benefits
You can choose between list and tabular view
of the assignment blocks.
Tabular view is recommended for larger
screens
List view is more effective on small screens
© 2013 SAP AG. All rights reserved. 25
Description
Slightly enhanced process template compared
to standard
Separate creation and approval status
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Support for Change Request Templates
Enhanced “Request for Change”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
Create
Change
Request
Handover to
Development
Add System
Details
Approve
Change
Request
Validate
Change
Request
Scope
Extension
Requester Change Manager Multiple
Approvers Change Manager
© 2013 SAP AG. All rights reserved. 26
Description
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Transport of copies
Enhanced “Urgent Correction”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
Test in
QA system Complete
Create
transport Make change
Release to
production Confirm in
production Import to
production
Change Manager
Take into
development Test in the
QAS system
Create
transport Make change
Release to
production Confirm
in production Import to
production
Tester IT Admin Requester Developer
Take into
development
Change Manager
© 2013 SAP AG. All rights reserved. 27
Description
Standardized methodology for supporting
cost/benefit decisions
Metrics/questions can be customized
Decision Matrix for “Request for Change”
Benefits
Better comparison of development requests
Easier to prioritize development requests
Improved decision making
© 2013 SAP AG. All rights reserved. 28
Decision Matrix for “Request for Change”
Functions in Detail • SAP Consulting ChaRM Add-On Package S
• SAP Consulting ChaRM Add-On Package M
• SAP Consulting ChaRM Add-On Package L
© 2013 SAP AG. All rights reserved. 30
Description
Graphical overview of open transactions for
different criteria's:
status & priority
Assignment (all, team, mine)
Automatic generated search filter for each
criteria
Status and Priority Score Card
Benefits
Fast overview for all open transactions
Fast overview for projects
Drilldown from overview to detailed lists
© 2013 SAP AG. All rights reserved. 31
Description
With the project associated tickets can be set
via cycle into subsequent status
After project imports, automatic emails can be
generated with the return codes from the
imported transports
Transports of the same developer are
combined into a single email
Extensions for project and maintenance cycles
Benefits
Fast release/confirmation of changes from a
project
Promptly and central communication to
developers about import errors into follow up
systems
© 2013 SAP AG. All rights reserved. 32
Description
Standardized methodology for supporting risk
assessments
Metrics/questions can be customized
Risk Matrix for “Request for Change”
Benefits
Better comparison of development requests
Easy to analyze risk of development requests
Improved decision making
© 2013 SAP AG. All rights reserved. 33
Risk Matrix for “Request for Change”
© 2013 SAP AG. All rights reserved. 34
Description
Save a screenshot directly as an attachment
Screenshot saved as an PNG File in
attachment block
Simple attachment of screenshots
Benefits
Error can be easily documented and attached
Improved usability for end users
1.Add Screenshot
2. Paste from
clipboard 3. Save
© 2013 SAP AG. All rights reserved. 35
Description
Estimations of effort can be easliy recorded
per activity type in an additional assignment
block
Estimations can be compared to the actual
recorded efforts
Effort estimation
Benefits
Direct overview about planned and actual
efforts
Control and compare estimations
with recorded efforts
Effort estimation by activity
type Numbers based on
hours and cost rate
© 2013 SAP AG. All rights reserved. 36
Description
Developments checked by the code inspector
of the development system
An additional condition denies the release of
developments which do not follow the rules of
the code inspector
Integration of code inspector
Benefits
The abidance by the rules of the code
inspector increases the quality of the
developments
2. Click „Code Inspector“ in
Transport Management
assignment block
1. Select transport
request 3. Results of the code
inspector checks
© 2013 SAP AG. All rights reserved. 37
Description
Separation of test confirmation and transport
release
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Enhanced “Normal Change”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
Test in
QA system Complete
Create
transport Make change
Release to
production Import to
production
Take into
development Schedule
imports
Create
transport
Make change
Preliminary
test
Test Go-live
Tester IT Admin Developer
Take into
development
Change Manager IT Admin
© 2013 SAP AG. All rights reserved. 38
Description
Transaction for documenting administrative
changes that cannot be transported like profile
changes, DB changes, OS changes
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Enhanced “Admin Change”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
© 2013 SAP AG. All rights reserved. 39
Description
Transaction for processing errors during the
test phase in projects
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Enhanced “Defect Correction”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
© 2013 SAP AG. All rights reserved. 40
Description
Transaction for processing general IT changes
without any transports like changes on mobile
devices or printers
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
Enhanced “General Change”-Process
Benefits
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
Functions in Detail • SAP Consulting ChaRM Add-On Package S
• SAP Consulting ChaRM Add-On Package M
• SAP Consulting ChaRM Add-On Package L
© 2013 SAP AG. All rights reserved. 42
Description
Copies are transported to other systems
Enables copies to be transported to more
complex (such as four-tier) landscapes
Transporting Copies for Multiple Systems
Benefits
Transport requests remain open in the
development system
Release decision can be postponed until after
the test phases
Preliminary transports to any system
DEV QAS PRE PRD
1. Transport of
Copies
3. Original Transports 4. Original Transports 5. Original Transports
2. Transport of
Copies
© 2013 SAP AG. All rights reserved. 43
Description
Transport requests for a project are grouped
together automatically
The originality of the objects is transferred to
the new system
A process will transport the objects together
through the new landscape
Repacking
Benefits
Projects imported in less time
No repairs in a second development system
1. Click „Repack“ in Transport
Management assignment block
2. Search for transport
requests oder Solution
Manager project
3. Select the transport
request oder Solution
Manager Projekt which
you want to repack
© 2013 SAP AG. All rights reserved. 44
Project-based Repacking during CutOver into
Maintenance
DEV QAS
DEV QAS PRD
IMPLEMENTATION
TRACK
MAINTENANCE
TRACK
R E P A C K
© 2013 SAP AG. All rights reserved. 45
SAP Solution
Manager
Description
Transport requests are distributed
automatically into other system
landscapes
Creation of change documents in the
target Solution Manager project is done
automatically
The distribution is documented
completely in the change document
Cross Landscape Distribution of transport requests
Benefits
Enhanced reporting due to an automated
link between the change documents
Distribution of changes between different
system landscapes (e.g. ERP and CRM)
No manually effort during the distribution
of transport requests in different system
landscapes
CRM
PRD
CRM
QAS
CRM
DEV
ERP
DEV
ERP
QAS
ERP
PRD
Project1
CD
Project2 CD
„Distribute change“
© 2013 SAP AG. All rights reserved. 46
Description
Only the chosen business partners can
approve the approval step
Multiple approver per partner function
Optional Digital Signature
Dynamic approval procedures
Substitute Management
Multiple Approvals per process
Extended Approval Procedures and Digital Signature
Benefits
Save and Secure Approval Procedure
Signature fulfills also high audit and process
standards (e.g. FDA CFR 21 Part 11)
© 2013 SAP AG. All rights reserved. 47
Description
Automatic backup of old object versions
before a new transport is imported
Action to undo the current transport by
importing his backup transport into
production
Positive/negative filter lists for object types
that not possible to undo due to irreversibility
Transport “Undo” Function
Benefits
Fast restore of a P System in an emergency
case
Failed imports in P can be undone immediately
© 2013 SAP AG. All rights reserved. 48
Transport “Undo” Function
© 2013 SAP AG. All rights reserved. 49
Description
Change transaction to manage changes in
regional system landscapes
Overarching functions:
E-mail notifications
Consistency checks
Predefined rules for partner determination
“Regional correction“ -Process
Benefits
Protection of global objects against changes in
the regional landscape
Improved process monitoring
Faster response and completion times
Automatic assignment of
business partners
© 2013 SAP AG. All rights reserved. 50
Description
Change transaction for routine changes
Automatic approval
Object list automatically checked when saved
to transport request
Examples of routine changes:
New purchasing groups
New printers
SAP Notes
“Standard correction” -Process
Benefits
Faster response and completion times
Less work for change managers
Continued documentation in full
Test in
QA system Complete
Create
transport Make change
Release to
production Import to
production
Take into
development Schedule
imports
Create
transport
Make change
Preliminary
test
Test Go-live
Tester IT Admin Developer
Take into
development
Change Manager IT Admin
Summary
© 2013 SAP AG. All rights reserved. 52
Overview of ChaRM Add-On Packages
Add-On Packages
S
M
L
ChaRM 7 . I
© 2013 SAP AG. All rights reserved. 53
Benefits of ChaRM Add-On Packages
Higher quality thanks to better process monitoring
More reliable planning
Specialization for recurring change types
Quality
Faster response, wait, and completion times
Automated individual process steps
Easier for new users to get started
Time
Minimized disruption to operations
Early identification of risks
Risk
minimization
Better cost monitoring
Reduced effort through automation Cost
© 2013 SAP AG. All rights reserved. 54
Benefits during Implementation
Reduced costs
Faster implementation of functions
Practical and proven functions
Customer Benefits of Consulting Solutions
Benefits for Developments
Reduced costs when developing new
functions
Experienced developers specialized in
SAP Solution Manager
© 2013 SAP AG. All rights reserved. 55
Maintaining ChaRM Add-On Packages
No maintenance fees
Implementation errors are resolved free of charge
Subsequent maintenance of ChaRM Add-On packages and updates
can be provided as consulting services
© 2013 SAP AG. All rights reserved. 56
Optional Services
Customizing Customizing
Support connecting system landscapes
Go-live support
Go-live
support
Consulting from change management experts
Long-standing experience in modifying and enhancing SAP Solution Manager
Cost-effective development for integration into add-on packages
Benefits
Development of customer-specific enhancements Enhance-
ment
Thank You!
Stefan Doktor
Senior Solution Manager Consultant
Process & Solution Quality
SAP Deutschland AG & Co. KG
Rosenthaler Straße 30
10178 Berlin, Germany
T +49 30 41092-583
M +49 160 90822515
stefan.doktor@sap.com
www.sap.com
Eric Siegeris
Consulting Manager
Process & Solution Quality
SAP Deutschland AG & Co. KG
Rosenthaler Straße 30
10178 Berlin, Germany
T +49 30 41092-592
M +49 160 9082 2531
eric.siegeris@sap.com
www.sap.com
© 2013 SAP AG. All rights reserved. 59
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