BI Reporting

SAP Solution Manager

Service Desk

ALM Solution ManagementSAP AG

© SAP 2008 /

Disclaimer

This presentation is a preliminary version and not subject to your license

agreement or any other agreement with SAP. It contains only planned

strategies, developments, and functions of the SAP product and services

and does not bind SAP to any particular course of business, product

strategy, and/or development. It is subject to change and may be changed

by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.

Service Desk

The Central Capability of Incident Management

© SAP 2008 /

Connectivity to SAP

managed systems

Projects

SAP CRM 7.0

1:n SAP Solution

Manager Service

Desk

3rd party Help

Desk

ERP, SCM,…

SAP Global

Support

Backbone

&

Partner

Ecosystem

Service Desk

Interface

BP Montoring

Alerts

Change

Management

Test

Management

Root Cause

Analysis

Interoperability

with internal

SAP Solution

Manager capabilities

SAP Solution

Manager

Service Desk

SAP

Collaboration

Project Issues

Create & track issues in configuration

Use centalized Service Desk project organization to resolve

issues

Use reporting to track issues and make the project issues

tranparent

Allocate issues to the process in early phases, in case they

come up again in the operation phase.

Create & track issues in design

Create an issue message related to the

business scenario/process or process step

in the Blueprint

Create issues and assign them to the

tasks of the project members responsible

Aggregate issues to a high-level TOP issue

and involve SAP experts to resolve them.

Make Business Blueprint and Configuration issues

transparent

Build Test Deploy Operate

System

AdministratorBusiness

Process ExpertSAP Support@

customerKey User

Business

Process Expert Key User

SAP Support &

Partner Eco System

Testing

Log & track test errors

Service Desk messages are logged during

testing in SAP Solution Manager Test

Management

Test error resolution has a common

process, tracking and reporting.

Use Service Desk for central test error resolution


System



customerKey User

Business


SAP Support &

Partner Eco System

Error while testing

Create a Service Desk message with

context of test case

Determine route to test case owner

Set status of test to ‘error’

Test case successfully finished

Testing

Integration Testing

Resolve error and return to tester

Retest the test case and confirm Service

Desk message

Follow-Up Activity to Deploy Changes

Create follow-up activity to deploy changes to

resolve an incident

Service Desk message triggers a Change Request.

It might be necessary to implement an SAP note or correct coding,

to solve an incident or problem. The change is deployed via Change

Request Management. The deployment status can be tracked in the

Service Desk message.

Track back to the initial cause or requestor of a deployed software

change

The Service Desk can be the input channel for business to request

a change, in all SAP Netweaver applications.

Service Desk as change deployer


System



customerKey User

Business


SAP Support &

Partner Eco System

Create a Change Document

Support employee creates follow-up

Change Request from incident

Implement SAP Note

Change Request confirmed by

Change Manager

Incident

Solve incident with SAP note

Test changes

Deploy in productive system

Feedback to support employee/

requester

Incident Management

Business Process Monitoring alerts

Business Process Monitoring should focus on

business-critical processes. In case of problems the

SAP Solution Manager generates alerts to warn, or

to escalate to further processes.

Alerts can automatically create Service Desk

messages, which are routed to escalation

managers to resolve the cause of the alert as soon

as possible.

Application Incident Management

with SAP Service & Support

SAP users can create incident messages in an

SAP application, or via the web, in the Incident

Management work center.

Service Desk helps you search for known similar

incidents, to solve it.

Collaboration with SAP Service & Support or

Partner ecosystem is a central function.

The root cause analysis infrastructure can be set

up and communicated.

Application Incident Management guarantees quick incident

resolution, increases the availability of the IT solution, and

minimizes negative business impacts


System



customerKey User

Business


SAP Support &

Partner Eco System

Service Desk

SAP Collaboration

Support message interaction with SAP

Service & Support

Integrated SAP Notes search

Remote connection activities (open system,

secure area, SAP change log)

Feedback questionnaire (Positive Call

Closure)

SAP component-specific questions

SAP experts

@ customer

3rd party Help Desk Interface in SAP Solution

Manager

SAP Solution Manager offers a bi-directional interface to exchange messages between Service Desk and third party help desk tools or another SAP Solution Manager.

SAP Solution Manager Service Desk can be integrated into existing help desk applications.

The interface is open, there is no preferred partner tool, although the partner tool must have the corresponding interface.

It is based upon web services (simple, flexible and platform-independent), and 3rd party implementation can be certified by SAP.

Forwarding a message into another help desk creates a corresponding message there.

© SAP 2008 /

SAP CRM IT Service Management –

An integrated solution with SAP Solution Manager

Incident

ManagementBilling and

Cost

Allocation

Problem

Management

Change

Management

Knowledge

ManagementResource

Management

Service Level

Manage-

ment

IBase and

Object

Manage-

mentApplication Incident Management

• CRM Release 7.0 provides a

standard interface to SAP

Solution Manager, for Incident

Management.

• Incident messages can be

transferred from CRM to the

SAP Solution Manager for

further processing, e.g. by

Global SAP Support.

© SAP 2008 /

Message Creation Variants

Support message

in SAP system*Web Frontend

(work center) Call/Mail/Fax*

SMSY system

dataSystem

data (online)

+ context

SMSY system

data

* Message tracking is always

possible for user via Web

Frontend work center

© SAP 2008 /

SAP Solution Manager Service Desk

– Standard Process

Business UserSolutionSupport

SAP ServiceMarketplace

Customer SAP

SAP Application

SAP

Solution

Manager

Diagnostics

SAPNotes

Database

CustomerSolutionDatabase

SAP Support

Search for

Solution

Incident is

recorded

Forward

Problem

Solution

Root Cause

© SAP 2008 /

Root Cause

Solution

Root Cause

Incident Process with Software Partner

Involvement

Customer

SAP Solution

Manager

or SAP Support Portal

Service Desk

Partner

SAP Global Support Backbone

Process

Customer creates incident (via SAP Support Portal or own SAP Solution Manager) and sends

it to SAP

Incident is processed at SAP (optional step)

Partner receives incident with SAP Solution Manager and works on solution

Partner solves incidents (and interacts directly with customer) © SAP 2008 /

SAP provides an enhanced partner version of SAP Solution Manager

Enterprise Edition

Incident

Solved

Incident

Incident

Solved

Incident

New User Interface as of Release 7.0

Incident Management Work Center (1)

© SAP 2008 /

New User Interface as of Release 7.0

Incident Management Work Center (2)

© SAP 2008 /

SAP-Supported Frontend Clients

Work Center

Work center in Web Browser

(URL)

Work center in SAP GUI

(transaction: solman_workcenter)

SAP Business Client

SAP GUI

Business server page (URL) -

Create notification for key user

Create message in order of key

user (transaction: notif_create)

Edit messages (transaction:

crmd_order)

Monitor messages (transaction:

crm_srv_report)

© SAP 2008 /

Incident Management Work Center

Work Center Capabilities

View and filter incidents

Notes search

Define user queries

Personalization (hide/default fields)

Service level reporting

Link to other work centers

Role-specific link bar

Central Tasks for Support Organization

Create incidents in name of reporter

Answer SAP component-specific questions

Process incident

Forward to SAP Support

Open service connection

Perform Positive Call Closure

Forward to external Help Desk tool

Create related Change Request*

Create Customer Solution Database entry*

Reporting*

Central Tasks for End/Key User

Create incidents

Overview work center („own incidents“)

Reported by team

Search SAP Notes

Reply (e.g with attachment)

Confirm incidents

© SAP 2008 /

*in Expert View (SAPGui)

Standard actions in Service Desk

Find support team responsible

Call Solution Manager Diagnostics

Check answers to appl-spec. questions

Send Message to SAP

Open System for SAP

Maintain SAP Logon Data

Display SAP Action Log

Confirm Message to SAP

Provide PCC (Positive Call Closure) for SAP

Create Change Document

E-Mail to Message Creator

Print Message

Create Solution in Solution Database

Send to External Service Desk

Synchronize with Ext. Service Desk

Customer Self-Check

Collaboration with

SAP Support

Customer Support

follow-up activities

3rd party integration

© SAP 2008 /

The SAPGui Service Desk User Interface

GUI version of Service Desk messages will still be

available in SAP Solution Manager 7.0

© SAP 2008 /

Business Partner and User Generation

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

© SAP 2008 /

Business Partner Functions in Application

Incident Management

Sold-to-party

System owner

Determination of system (Ibase) assignment

Reported by

End user or key user who reported or created the

support message

E-Mail notification can be triggered manually, or

automatically if status changes

Support Team

Queue which envolves multiple support processors

with similar topic (logistic, finance, etc.) or support

level (1st, 2nd, 3rd level)

Team assignment is maintained with Organization

Management

Determination by SAP component or other attributes

Message Processor

Current processor claims the message by entering

his BP number

Manual forwarding to other message processor

Further BP functions can be assigned

to a message

Every BP assigned to the message

has the message in his inbox

Authorizations are in SAP Solution

Manager roles, not in BP

BP configuration is flexible

(Determination, Search, Terms, etc.)

© SAP 2008 /

Application Incident Management - Extension

Customers Using SAP Software

© SAP 2008 / Page 23


Service Desk

Service Desk

Best Practice configurations

Master

DataPreconfigured Service Desk in SAP

Solution Manager fulfills basic

requirements of Application Incident

Management for SAP-related issues. It

enables key user-SAP collaboration

Customer data (systems, user,

authorizations, teams, etc.) must be

maintained to start using the Service

Desk

Configurations and enhancements to

the Incident Management process can

be activated by customizing, according

to the needs of the customer (SLA

calculation, Mail notifications, add.

status, etc..

Partner Incident - Extension

SAP Partners in the End to End Support Process

© SAP 2008 / Page 24


Service Desk

Software

Partner

Scenario

Service Desk


Master

Data

Software Partner can use the Service

Desk to set up E2E support with SAP

customers. SAP messages can be

received by activating the

preconfigured software partner

scenario.

Service

Provider

(VAR)

Service Provider can activate

configurations to enable the Service

Desk in a Customer–Service Provider–

SAP collaboration.

Individual Service Desk configurations

can be used on top.

Application Incident Management - Extension

Customer Using SAP & Non-SAP

© SAP 2008 / Page 25


Service Desk

Service Desk


SAP Consulting

Solution

Master

Data

Service Desk XT- extended license

Customers who want to use Standard

Service Desk in SAP Solution Manager

to perform Application Incident

Management for non-SAP related

applications, need to extend their

software license. The functionality

available is the same as in the

standard Service Desk.SAP CRM 7.0

IT Service Management

SAP consulting offers a fixed consulting

package to enhance the Service Desk

with Best Practice scenarios to adapt

Service Desk to an ITIL-conform

Incident Management process.

SAP recommends that customers who

want to set up a full IT Service

Management application for their

business, using SAP CRM 7.0, transfer

their own SAP IT-related issues to the

SAP Solution Manager Service Desk.

Service

Provider

(VAR)

Incident Management - Extension

SAP Customers with Existing Help Desk Tool

© SAP 2008 / Page 26

3rd party Help Desk Tool


Service Desk

Software

Partner

Scenario

Service Desk


Master

Data

SAP customers with a help desk tool in

place, can use the standard web

service interface to transfer and

synchronize incidents with SAP

Solution Manager Service Desk.

Service Desk can be the source or the

target help desk application.

The interface can be used with all

other use case scenarios.

Best Practices in Service Desk (1)

E-Mail Notification

Sends an E-Mail to end user or team queue. Triggered by a status change. Can be customized on top

of the standard Service Desk. It is neccessary to configure the SAP connect settings for the SAP

Solution Manager.

Customer-specific data fields on additional tab

Customers can create further fields that may be necessary to store in SAP database, on an additional

tab.

Multiple profiles (transaction types) for Service Desk process

It is possible to customize different Service Desk profiles: This is useful if the Service Desk is used in

more than one use case, for example project and support incidents

Individual actions to be performed automatically or manually (e.g. e-mail notification)

Certain actions can trigger tasks, such as mails, workflows or a function (development of methods).

Such actions can be started manually or automatically via conditions.

Activation of Service Level Agreements (reaction time, processing time)

It is possible to activate service level-based Incident Management. This functionality calculates reaction

and processing times based on working hours.

© SAP 2008 / Page 27

Best Practice Configurations in Service Desk

(2)

Selecting text types to be forwarded to SAP Support

The processor can select from the text types used in the message, which texts to transfer to SAP, with

an additional action „Get Info for SAP“.

Integration of SAP Workflow to realize complex process flows

The standard SAP WORKFLOW can be integrated, so the customer could set up a specific and a more

restricted workflow process. This is recommended if functionality of actions is not sufficient.

Auto Determination

It is possible to route new messages automatically to specific org. teams, by maintaining several

orgnizational levels.

Activation of substitute message processor in case of absence.

In case of absence, the message processor can specify a substitute for a time period. The substitute

will then receive all messages of the colleague

Customer own Solution Database

It is possible to activate a customer solution database. It can be used to store known symptoms and

their solutions. Using a Solution Database can increase the resolution quota of 1st level suppport.

© SAP 2008 / Page 28

Automatic Notification

Service Desk configuration enables

automatic notification at status changes

Configurable notifications can be sent automatically when status is changed in a support message

Possible communication channels

E-Mail

SMS

Pager

Fax

Configured via SAP Connect

© SAP 2008 / Page 29

http://www.atcommunications.co.uk/images/colour blackberry above.JPG

Processor Substitution Settings

Business Partner relationships: „replaces“, „is replaced by“

Defined for a specific time period

Sends information to user if a business partner who is currently replaced is entered

as message processor

Substitute sees messages of business partner who he is replacing, in the work

center overview

© SAP 2008 / Page 32

Service Desk Best Reading Path

10 steps to become an expert

E2E Operation Standard

– Incident Management -

Process overview &

offline Demo

Application Incident

Management

Capabilities

ALM Overview

(Level1&2)

SAP Help Portal –

Incident Management

online Documentation

2

3

4

5

6

http://service.sap.com

/solutionmanager

7

1

Self Learning Maps

- Solution Manager - Operations-

Service Desk

Best Practices –

Galileo Press release

8

9

10


Training cuuriculum

SAP Notes on

component SV-SMG-SUP

Developer Network

Forum

-SAP Solution

Manager -

http://service.sap.com/~sapdownload/011000358700000336602007E/Incident_Management_10.pdf






http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htm






http://service.sap.com/solutionmanager



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









http://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epx



http://service.sap.com/notes







https://www.sdn.sap.com/irj/scn/forums







© SAP 2008 / Page 35

• Integration with SAP Global Support

• End users can create messages in any SAP system or

from a browser

• All SAP system data and context is collected

automatically

• Best Practice Application Incident Management

processes

• Third-Party integration

• Rapid implementation for standard functions

• Integration in ALM core processes

Resulting in decreased incident resolution time and reduced downtime

through root cause anlysis tools and known issue transparency

Service Desk in SAP Solution Manager

Summary

Service Desk

Is a central function in SAP Solution Manager, to receive messages from many

different sources. It gives the processor of messages a central and common process

to analyse the problem, search for resolution, communicate with the reporter, or

further processors, and to track the history of an incident or problem.

Service Desk is used in different ALM phases with different use case approach

2 3

Build Test

1DEMO 4

Deploy Operate

System

Administrator SAP Support@

customerKey User

Business


© SAP 2008 / Page 37

Service Desk in Operate Phase

Demo Scenario

SAP SupportEnd User / Key User Customer Support Processors

1st level 2nd level

•Open message

• Perform RCA

• Clarification

to customer

•Reply

•Add attachment

• Forward 2nd

level• Search SAP Notes

• Send to SAP

• Open System for

SAP Support • Remote

connection

• Attach SAP Note

• Reply to

customer

• Check SAP log

• Confirm SAP message

• Give feedback

• Reply to customer

• Implement SAP Note

(Change Request)

• Take over solution in

Solution Database•Confirm

solution

Offline demo to download in http://service.sap.com/rkt-solman




Appendix

SAP Solution Manager 7.0 - Service Desk Functionality

© SAP 2007 / Page 39

German edition ISBN 978-3-89842-986-3

English edition ISBN 978-1-59229-214-1

Discover the Service Desk inside SAP

Solution Manager 7.0

Introduction of the Service Desk, the concept

and function provided.

Detailed description of customizing steps,

coding examples and practical hints.

Presentation of new upcoming scenarios and

useful functions to enhance your Service

Desk.

Benefit from the experience gained from many

Service Desk implementations.

Reporting with SAP Solution Manager BI

CRM Service order header

0CRM_SRV_PROCESS_H

PROCESS_CATEGORY Category

PROCESS_CODE Code

PROCESS_CODEGR Code group

PERSON_RESP Processor responsible

POSTING_DATE Date of transaction

…….. …….

CRM Service order item

0CRM_SRV_PROCESS_ISOLD_TO_PARTY Sold-to party

SRV_ESCAL Reaction time

SRV_SERWI Availability time

PRODUCT_ID Product ID

…….. …….

SAP Solution Manager-internal BI

can be used for Incident

Management KPIs

CRM Service Standard Extractors

are available to set up BI

reporting

© SAP 2008 / Page 41

© SAP 2008 / Page 42

Further information

Useful notes: (https://service.sap.com/sap/support/notes)

Work Center Configuration -1160651

Service Desk configuration troubleshooting -1050148

SAP Solution Manager: SAP Service Desk notes -949292

Documentation: SAP Solution Manager - 1088980

Send E-Mail from Message after Status Change -691303

Useful info:

SAP component for Service Desk: SV-SMG-SUP

Test messages to SAP use component: SV-SMG-SUP-TST

https://service.sap.com/sap/support/notes/1160651







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© SAP 2008 / Page 43

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