011000358700000608542012E- solman ITManagement

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IT Service ManagementConfiguration – Part 1

ALM Solution Management

May, 2012



© 2012 SAP AG. All rights reserved.

Agenda:oUI Framework & Personalization

o Incident & Problem - Configuration hints

oUpgrade

oSetup, Services,& additional information

issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction Center Web U

change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Ma

call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7

article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key us

partner ecosystem business partner



UI Framework & Personalization









Web Client User Interface

Key Features

State of the art, modern user interface leveraging Web 2.0 paradigms

Simple information and navigation architecture to facilitate finding, reviewing and editing of information

Broad personalization capabilities across all software areas to let the user decide how he works best

Simple but flexible UI configuration capabilities to pre-define the user interface for user groups

The Web Client User Interface is the first step into a new era of user interfaces regarding usabil

for the business user.


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UI Configuration – WebClient

Key Features

To adjust the CRM user interface to your

corporate identity and to your business

needs a bundle of integrated tools is

provided

Efficient and Holistic

UI Configuration

UI Configuration Tool

Business Role and Navigation Bar

Customizing

Design Layer Customizing

Application Enhancement Tool (AET)

BSP WD Component Workbench

Tools

Add new field

Position field

Rename field

Use persona

Define captio

Define Navig

Create Busin

Examples in U



Design Layer – Web Client User Interface

Key Features

Allows the Customer & SAP to Rename Field Labels and have this change affect other views

Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration Tool

Assign existing value helps from the ABAP Dictionary without any customer-specific development

Value Help: Search help, Check table and Domain values

Field Type: Input field, Checkbox and Dropdown list box

Features of the Design Layer



Web Client User Interface

Please find more information in the Web Client UI Guidelines in

http://service.sap.com/rkt-solman







IT Service Management Application Enhancement Tool

Screenshot: Detailed Field View

Create a field with properties that match best the specific

business needs

View the details of the custom fields in a convenient

manner

Modify and regenerate existing fields

Provide translations in the system supported languages

Extend the supported external interfaces - for example

Mobile, R/3, BW and OLTP Reporting

Supported Methods

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 prov

express or implied, including but not limi ted to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement



General Settings

Date and time format

Enabling the UI Configuration

Enable Favorites

Dropdown Listbox settings

Personalize Layout

Navigation Bar (Direct Link Groups)

Layout (Skin, Text Size)

Home Page Set-up

Application Links

Widgets

Web Links

Personalize User Data

Password settings

User Information

More Information : Online Documentation

WebClient Framework

Personalizing the User Interface

http://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htm

http://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htm



Personalize Overview Page

Display/Hide Assignment Blocks

Change Order

Personalize Tables / Result Lists

Display/Hide Columns

Change Order of columns

Change width of column (relative (%) , absolute (pixel))

Change number of visible rows before scrolling

Change number of rows before paging

Online Documentation : Personalizing Tables

WebClient Framework

Personalizing Incident Management

http://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm





Configure the UI directly from the

Incident Management

Via “Show Configurable Areas”

–The configurable areas are highlighted, and you start the configuration of

the related view by clicking one of the configurable areas.

Via “Configure Pages”

–Used to configure superior views such as the Home page, work center

page, and overview page.

Configuration possibilities

Adding Fields

Removing Fields

Changing Position of Fields

Adding Blank Rows

Changing Field properties

Online Documentation : UI Configuration

WebClient Framework

UI Configuration

http://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htm

http://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htm



Roles & Authorizations









SAP Solution Manager Roles and AuthorizationsConcept in SAP Solution Manager (Using CRM Org Model)

User Master Record(transaction SU01)

Business PartnerEmployee / Organization

CRM Business Rol

C RM

Or g

PFCG Rol




Organization Model (CRM Org Model)

Organizational Model (transaction PPOMA_CRM)

offers you a flexible tool for handling your company‟stask-related, functional organizational structure

maintain the company structure including the

positions and employees

assign specific data (attributes) to the organizational units

especially used for organizational data determination

SAP Solution Manager uses CRM Org instead of HR Org model

compared to ECC (HR Org), organizational model in CRMis more comprehensive, flexible and dynamic

Org model from ECC system (HR) can be reused in SAP Solution Manager




Business Partner (1 / 2)

Business Partner in General

can be linked with the CRM Org model reflect a person or an organization within compa

processes based on SAP Solution Manager

Business Partner Types:

– BP Organization: represents companies/organ

(internal or external)

– BP Person: represents company‟s employees

users and processors, as well as individual whthe company




Business Partner (2 / 2)

BP Organization

usually linked to organizational units in CRM Org model can be created

– manually (transaction BP)

– manually from CRM Org model

(transaction PPOMA_CRM)

BP Person

are usually linked to user accounts onSAP Solution Manager and/or Managed Systems

can be created

– manually (transaction BP)

– automatically (transaction BP_GEN)

– automatically or background job (transaction BP_USER_GEN)

automatic synchronization of business partners and user accounts via background job (BP_




User Master Record Us(

User Master Record

reflects user account on a SAP sys allows access on SAP system

consists of attributes that identify a

can be maintained in transaction S

authorization roles (PFCG roles) ca

can be synchronized with Business

to maintained email address




PFCG Role

PFCG Role

also called “Authorization Roles” grant a user access to more functio

on technical level

contain authorization data with spe

on authorization objects

can be configured role based (trans

SAP Solution Manager provides dif

– Workcenter Roles (Basic / Navigation

– Authorization Roles (Functional / Con




CRM Business Role

CRM Business Role

describes the user interface of SAP CRM and displays the functions in the CRM Web Client the most important business role in SAP Solution Manager is “SOLMANPRO” (IT Service M

can be is assigned to the end-user via

– SU01 using parameter CRM_UI_PROFILE

– CRM Org model

– PFCG role which is linked to a business role

a user can have multiple business roles




Roles and Authorizations in SAP Solution Manager

can be even granted without using the CRM Org model.

SAP Solution Manager Roles and AuthorizationsConcept in SAP Solution Manager (Without CRM Org Model)

IT Organization




IT Service ManagementBusiness Partner and User Generation

The report AI_SDK_USER_BP_GEN can be planned as

a background job to generates and update system users

and Business Partners from a managed system (e.g.

central user management system)

LDAP connection possible . See

System ID: POD 100

User: HSCHMITT

[email protected]

Log-in User

BP number: 4812

Name: H. Schmitt

[email protected]

Ident: POD_100_....

User: HSCHMITT

Managed system - User

User: HSCHMITT

Initial Password

Business Partner




IT Service Management on SAP Solution Manager

ITSM Roles and Predefined UIs

1st Level Support

Self Service

Portal

Incident &

Problem

Management

Root Cause Analysis,

KnowledgeManagement,

ITSM 1st Level

Support

Incident Pre-Clarification,

Search, Dispatching

PhoneCall

E-Mail

IT Service Desk

TelephonyIntegration / E-Mail /

Chat /

E n t e r p r i s e

S u p p o r t

P r i c e l i s t

c o m

p o n e n t

ServiceRequests

Incidents

“SOLMANREQU -

Solution ManagerITSM End User ”

ITSM Profe

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

Change

Management

+ ChangeManagement

A

(

“IC_AGENT -

InteractionCenter Agent ”

“SOLMANDSPTCH - SolutionManager ITSM Dispatch ”

“SOLMANPRO - Solutio

Enhanced




Authorization Roles & CRM Business Roles

• Guide: “Business & Authorization Roles”

• New CRM UI authorization roles:o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment

o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations

o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors

o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators

o (SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management)

• Composite roles:

o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations)

o SAP_SUPPDESK_ADMIN_COMP -> For administrators

• CRM Business Role:

o SOLMANPRO -> Used in CRM UI to define layout and navigation.




SOLMANPRO Business Role Assignment on CRM UI Sta

User without SAP_SM_CRM_UIU_SOLMANPRO: User with SAP_SM_CRM_UIU_SOLMANPR

Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If you copy SOLMA

SAP_SM_CRM_UIU_SOLMANPRO and adjust role assignment in SOLMANPRO.




UI Authorization Roles: PROC vs. ADMIN vs. CHARM

+ *_UI_ADMIN + *_UI_C*_UI_PROC

Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.

Users need standard roles for other authorizations (create, change, etc.)




Challenge in Support Organization

Example: Customer has three support teams:

CRM Team: responsible for all CRM components

BC Team: responsible for all BC components

1st Level Support Team: responsible for all other components

A support ticket should be automatically

assigned to the correct support team so thatdispatching effort decreases.

C fi ti f S t T D t i ti




Configuration for Support Team Determination

via Business Rule Framework Plus

Transaction SPPFCADM

Activate Action for Support Team Determination

Transaction BRFPLUS

Create Application

CreateRuleset

CreateDecision Table

Create Rule Simulate Rule

Transaction CRM_UI

Create Organizational Model

Configuratio

Organizationa(can be reuse

model)

Rule definition

Customizing a

activate BRFp

E l C fi ti




Example: ConfigurationCreate Organizational Model

CRM Team BC Team 1st Lev

C R M O r g

B u s i n e s s P a

r t n e r

( O r g a n i z a t i o

n )

E l C fi ti




BRFplus allows to define rules

based on various criteria.

In this example messages should be distributed based

on placeholders in the SAP component.

Messages on CRM components

Business Partner 2771

Messages on BC components Business Partner 2773

Messages on any other component

Business Partner 1234

Example: ConfigurationRule Definition With BRFplus

Transaction BRFPLUS

Create Application

Create RulesetCreate

Decision TableCreate R

Example: Configuration




Example: Configuration

Customizing for BRFplus

Finally some customizing must be changed

to activate BRFplus rules and consequently

Support Team Determination




The key user represents a particular end user group and wants to raise an internal ti

IT support. It is important register the key user as a Business Partner (Employee) wh

assigned to a User Master Record on SAP Solution Manager.

Example: Key User as Business Partner




Key user opens a service ticket on a CRM component (CRM-FRW-UI) from Manag

(in SAP GUI) or SAP Solution Manager (in SAP GUI, CRM Web Client or Workcente

Example: Message Creation




A support employee of the CRM team wants to look into SAP Solution Manager for n

messages. For this he requires the following on SAP Solution Manager:

User Master Record(transaction SU01)

Business PartnerEmployee

CRM Business Role

C RM Or g

PFCG Role

Example: Verification of Support Team Determination (1

Allows access to

incident messages that the user is

related to

Allo

CRa sp

Incide

Allows access to

SAP Solution Managersystem





The support employee is now opening the “Worklist” in the CRM web UI and display

that are assign to its team.

Employee

to CRM T

Organizat





The message was really assigned to the CRM team and now:

either the employee can take over the message

or a standard Dispatching function in SAP Solution Manager can be applied

F th U C f BRF l




Further Use Cases for BRFplus

Support Team Determination …

1. … on SAP Component As shown in the previous example the end or key users can define a SAP component

in the message. Depending on this SAP component the responsible team or person

can be automatically determined.

2. … on Multi Level Category Beside SAP components the end or key user is able to enter additional categories (in

case the message has nothing to do with SAP, e.g. the printer is damaged). Based on

this component you can even determine the responsible team or person automatically.

3. … on IBase Component: The end or key users can enter the system or landscape component (= IBase

component number) which the message is opened for in SAP Solution Manager.

Depending on this IBase number the responsible team or person can be automatically

determined.

Even other

realizable

Finally you a

differen

individua

coSo you hav

for automa

dete

D t ti f S it d A th i ti C t




Documentation for Security and Authorization Concept

The most important information sources for establishing a security and authorization

Security Guide SAP Solution Manager

http://service.sap.com/instguides/ SAP Components

SAP Solution Manger Release <current release>

Operations Security Guide SAP Solution Manager <current release>

SDN Wiki “SMAUTH” (only as of release 7.1)

http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home

© 2012 SAP AG All i ht d

http://service.sap.com/instguides/



http://service.sap.com/instguides/




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