INTERNAL RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail June 2011.

INTERNAL

RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail

June 2011

© 2011 SAP AG. All rights reserved. 2

1. What is the Rapid Deployment Solution

2. Benefits and Value Proposition

3. Scope & Deliverables

4. Product Demo

5. Project Approach and Planning

6. Pre-requisites

7. Positioning for SAP Consulting

8. Customer References

We Are Here to Discuss





4. Product Demo


6. Pre-requisites





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SAP BRINGS TOGETHER SOFTWARE AND SERVICES IN A NEW OFFERING THAT GIVES YOU ESSENTIAL IT SERVICE DESK OPERATION FUNCTIONALITY QUICKLY AND AFFORDABLY

Preconfigured software to eliminate the guesswork

Rapid delivery in six to eight weeks, using SAP consulting

An affordable priced solution

A clear path to your full IT service desk vision

Preconfigured IT Service Desk Operation software and services enabling rapid deployment


Immediate Value From Pre-configured ContentYou Get What You Need to Run Your Business ‘Out-of-the-box’

Clearly defined scope

Includes pre-configuration content and knowledge transfer to key users

Fast-track implementation methodology

Enables you to go live in six to eight weeks

Powerful solution for incident, problem, and knowledge management delivered ‘out of the box’ based on SAP IT Service Management

Start fast with what’s most important and expand later

Value Adding Quick and Lean

Flexible pricing – ‘only pay for what you need’

Attractive fixed-price services

Reduced resource requirement from Business and IT

Cost-effective





4. Product Demo


6. Pre-requisites





As a CIO, What Are Your Top Issues Today?

Top of mind issuesHow do I streamline reactive IT maintenance and support?

How can I quickly adopt best practices and compare these to my industry peers?

How do I implement proactive maintenance?

How do I take control of IT operations budgets and free up funds to invest in IT strategy and implementation?

Where do I start?


The Business Challenge

Customer Pain Points Majority of the operations budget spent reacting to incidents

and problems In-ability to move from reactive to pro-active maintenance Escalations suck up resources Poor processes Lack of insight Little systematic IT improvement

Customer Goals/Needs Quickly adopt best practices and compare to the industry

peers Implement pro-active maintenance Take control of IT operations budgets and free up funds to

invest in IT strategy and implementation


SAP IT Service Management versus SAP IT Service Desk Operation rapid-deployment solution

SAP IT Service Desk Operation rapid-deployment solution: Fast time-to-value IT Service Desk packaged offering with fixed implementation scope*

SAP IT Service Management: Full access to all SAP IT Service Management processes; implementation scope needs to be defined individually*

Service Desk (Interaction Center) Web Self-Services Incident & Service Request Management () Incident Mgmt only

Problem Management Change Management Knowledge Article Management Service Asset & Configuration Mgmt Service Level Management IT Analytics () Online list reporting BW and Online list reporting

* SAP IT Service Desk Operation rapid-deployment solution can be used as a first-step implementation, on top of which further processes, e.g. change management, are implemented on case-by-case basis.





4. Product Demo


6. Pre-requisites





Software to Give You Compelling IT Service Desk Operation Functionality Quickly and Affordably

What‘s in SAP IT Service Desk OperationIT Service DeskIncident & Problem ManagementKnowledge Article ManagementOnline Monitoring & Reporting

SAP Rapid Deployment solutions value profilePreconfigured software – eliminates guessworkRapid implementation time in six to eight weeks *Faster time to value than comparative solutionsLow cost implementation, fixed scope, and fixed priceSimple buying process A clear path to your full IT service desk vision

Key Benefits:Provide IT service desk agents with an easy-to-use application interface for working in a wide array of

communication channelsCapture, document, track, investigate, and resolve all user requests – from creation to solution

implementationDocument solution-related content and provide this information – through search functionality – to both the

IT service desk agents and end usersEnable concise reporting and monitoring of IT service processes and performance* Actual implementation time depends on customer requirements and specific customer situation.


IT Service Desk

IT Service DeskAccording to the Information Technology Infrastructure Library (ITIL), an IT service desk is a primary IT capability involved inpracticing IT service management (ITSM). The IT service desk is intended to provide a single point of contact (SPOC), which can help organizations meet the communications needs of their users and IT staff while satisfying both customer and IT provider objectives.

Key Process Flows CoveredAccount/customer and employee identification

with identification of configuration items Role-based access Integrated knowledge article search and

provisioning Access to incident and problem managementAgent inbox Rule modeler for ticket dispatchingOptional integration with SAP Business

Communication Management or third-party telephony system


Incident and Problem Management

Incident and Problem ManagementAn incident is an exception to standard IT operations that interrupts or reduces the quality of a service. With the rapid deployment solution for SAP IT Service Desk Operation, organizations gain best practices for supporting the process of managing incidents. This offering enables service desk agents to resolve incident-related issues quickly and efficiently.

Key Process Flows CoveredAuto complete Discovery of related problems and knowledge

articles Dispatch Display of object relationships Knowledge article integration Follow-up transactions Related transactions Processing logE-Mail Response Management SystemService Level Agreement with one response

profile and one reaction profile (only valid for Incident Management)


Knowledge Article Management

Knowledge Article ManagementTo ensure efficient incident processing, organizations can use knowledge articles - as part of implementing SAP IT Service Desk Operation - to help IT support personnel share information on known issues. Withsuch functionality, the IT team can more effectively resolve processing issues.

Key Process Flows CoveredFaster access to specific information through

categorization and full text search Multilingual and multiple text authoringAttachment capability and special authorization

scopes


Online Monitoring and Reporting

Online Monitoring and ReportingThe rapid deployment solution for SAP IT Service Desk Operation provides organizations with clarity. With this offering, they can also gain built-in flexible reporting, graphical analysis functionality, and as an optional add-on functionality, a key performance indicator dashboard and related reports.

Key Process Flows CoveredOnline list reporting for fast and easy access to

list reports for all IT service processes and objects, including graphical display.

Monitoring of IT health according to various criteria, such as status, priority, and service team incidents, among other issues

Easy export of a result lists into Microsoft Excel.


Detailed Scope


Installation check

Initial scoping workshop to understand and cover your requirements

Project documents: project plan and WBS activities

Customization of chosen packages for the SAP IT Service Desk Operation rapid-deployment solution in the development system

Knowledge transfer to key users on configured SAP IT Service Desk Operation rapid-deployment solution system

Support for going live

Installation check

Initial scoping workshop to understand and cover your requirements

Project documents: project plan and WBS activities

Customization of chosen packages for the SAP IT Service Desk Operation rapid-deployment solution in the development system

Knowledge transfer to key users on configured SAP IT Service Desk Operation rapid-deployment solution system

Support for going live

What does SAP deliver?

Provide the IT infrastructure (server)

Install the SAP IT Service Desk Operation application, version SAP EHP1 for SAP CRM 7.0, on the development and production environments

Provide fixed contact people in the business and IT departments

Conduct end-user training

Performance testing

Provide the IT infrastructure (server)

Install the SAP IT Service Desk Operation application, version SAP EHP1 for SAP CRM 7.0, on the development and production environments

Provide fixed contact people in the business and IT departments

Conduct end-user training

Performance testing

What do you have to do?

Key Deliverables





4. Product Demo


6. Pre-requisites





Product Demonstration





4. Product Demo


6. Pre-requisites





Project Plan and Timelines

StartStart DeployDeploy RunRun

11 22 33 44

Project Management

Kick off workshop

Business Process Management

Technical Solution Management

Implementation

Performance Testing

Key User Workshop

Data management

Transport

End-user Training

Customer Testing

Project Sign-off &Support

StepsSteps

SAP involvement Customer involvement


Successfully Deploy in Six to Eight Weeks

Expectations

User-acceptance testing

Onsite and remote support

Deploy

Successful rollout and adoption

Configuration documentation

Start

Mutually-approved scope document

Working SAP IT Service Desk Operation system

Project management

Kick-off workshop participation

Preparing technical infrastructure

Implementation

Testing

Key User Training

Run

Superior support to ensure smooth functioning

Results

1 2 3


Rapid-deployment Deliverables:

Access to the implementation methodology materials:http://service.sap.com/rds-itsdo

Installation Guide

Readiness Check

Kickoff Workshop

Project Plan

Support PortalCheck Lists

Implementation Methodology

Start Deploy Run

http://service.sap.com/rds-itsdo

http://service.sap.com/rds-itsdo


Delivery View

Discovery(Internal)

Discovery(Internal) Deploy DeployStartStart Run Run

Scope•Value proposition at customer•RDS Scope definition•Secure RDS agreement•Prerequisite check

Accelerators/Deliverables•Package overview and detail presentation•One pager•Package presentation recordings•Process-flow documents•Process-flow recordings•List of software and system landscape requirements•Scoping questionnaire•SoW

Scope•Project Management / setup/staffing•Kick-off workshop•Business Process Management – understanding the business process in detail•Technical Solution Management – preparing technical infrastructure

Accelerators/Deliverables•Consulting delivery guide •Project schedule•WBS•Service delivery model, roles and responsibilities•Process descriptions•Process-flow documents•Pre-delivery requirements and checklist

Scope•Technical Solution Management – installation of software•Business Process Management - configuration and deployment of content •Solution Refinement•Data Management•Testing•Transport•Key User Training

Accelerators/Deliverables•Installation guide•Solution Documentation•SAP Solution Manager content•SAP Best Practices content (pre-configuration)•Configuration activities•Consulting delivery guide •Implementation content

Scope•Functional Tests•End User Training•Sign off of solution•Technical Go-Live•Closing of project•Post go-live support and activities

Accelerators/Deliverables•Test cases•Deliverable acceptance forms•Training Materials - Process-flow recordings etc.

New release of RDS Implementation Methodology (new structure to reflecting RDS concept)

The final deliverable is a roadmap showing the complete RDS implementation cycle from a methodology perspective

New Governance concept – easier to build, easier to package


Project Team: SAP

SAP Project ManagerServes as a central contact person, from project initiation to

going live and supportOn the SAP side, responsible for functional project

management, coordination, support and coaching of the customer’s project manager

Core Project TeamApplication consultants

Particularly responsible for monitoring process configuration and know-how transfer

Technology consultants Responsible for implementation and configuration

activities


Project Team: Customer

Leading Project ManagerServes as a central contact person, from project initiation to

going live and supportOn your side: responsible for functional and commercial

project management, coordination, overall project controlling, preparation of steering committees, and so on

Core Project TeamBasis staff

Especially responsible for the installation and administration of the development and productive system landscapes

Functional department staff / key user Responsible for workshops, questions from SAP,

end-user training, and possibly as a power user for simple configurations

Specialized Staff (Optional)Responsible for further specialized areas such as

customization and configuration





4. Product Demo


6. Pre-requisites





The following components are mandatory for SAP IT Service Desk Operations rapid-deployment solution :

SAP CRM 7.0 EhP1 SP04 / SAP NetWeaver 7.01 - CRM Application Server ABAP *

SAP NetWeaver 7.01 – TREX **

For SAP ERP integration scenarios: SAP R/3 4.6C (or higher releases)

.* Two SAP CRM 7.01 EHP1 systems (at least a combined development/quality system and a production system) must be installed and updated to service pack (SP) level 04.** Only required if “knowledge article management” functionality is leveraged.

Example of System Landscape





4. Product Demo


6. Pre-requisites





SAP Consulting – Worldwide Delivery

SAP Consulting

12,000 consultants worldwide

350 consultants with special SAP IT Service Desk Operation application expertise

Consultants located all over the world, in every region

Why SAP Consulting

Product and solution experts

SAP knows SAP software best

Deep process knowledge and translation of processes to standard software

Best use of own SAP product close to standard, which gains release “sustainability” and protection of investment

Numerous satisfied customers of SAP IT Service Desk Operation

Quality assurance


Benefits of SAP Consulting

Sales Support

Sales support via single point of contacts in every market unit

Various deployment possibilities

Presales customer experience by supporting test drives (what you see is what you get)

Delivery

Experience in lean, fast implementation leveraging a “quick time to value” implementation methodology

Service offering developed based on years of customer experiences

Numerous satisfied customers of rapidly deployed SAP IT Service Desk Operation

Direct access to sales, development, and support organizations – the global skills, information networks, and resources of SAP





4. Product Demo


6. Pre-requisites





FAST TO DEPLOY AND EASIER TO CONSUME Rapid-deployment – Preconfigured software that delivers essential IT

service management processes in six to eight weeks. Reduced complexity – A robust IT Service Desk Operation solution

from a single vendor, with superior global support, means fewer worries for you

1

2

3BUILDING FOR SUCCESS

Foundation for growth – start small, prove the value of this solution, and then grow on your schedule to the full SAP IT Service Desk Operation application, if needed.

Valuable customer insight – integrated with the SAP ERP application, the solution can provide a complete picture of your customers

COMPETITIVELY PRICED Predictable costs – Low, predetermined fees and clearly outlined

deliverables mean no hidden fees or ˝gotchas˝ for the delivered solution

Key Takeaways

Questions

Appendix


Status Quo: Reactive and Inefficient IT Operations IT is Siloed and Inefficient

CEO/CFO

CIO

Tactical IT offerings IT infrastructure and services are

not aligned with business strategy Available IT services are not clear to

business users Ad hoc requests and unmanageable

expectations

Negative impact on business Disruption of essential IT functions due to lack of

structured change management IT related failures have negative impact on

important business functions; ex.: production downtime

Poor user support Ineffective service desk leads to poor

user satisfaction Frequent incidents and long time to

resolve problems Lack of visibility into service desk

efficiency and effectiveness

Uncontrolled complexity Hard- and software configuration

information is incomplete and outdated No access to reliable knowledge about

root causes and problem resolution Unidentified problems lead to repeated

incidents


Goal: Optimized IT Operations IT Processes Support Business Goals

https://sap.na.pgiconnect.com/p68672208/

Reliable Business Support Changes to improve IT services are well planned

and cause minimum disruption IT becomes a strategic partner helping to achieve

business goals

Satisfied Users Users are satisfied with swift problem

resolution and competent support Incidents occur less frequently as root

causes are being address proactively KPIs are monitored and used for

continuous improvement

Managed Configurationand Knowledge Configuration is managed and easily

accessible to support staff Structured knowledge helps to resolve

problems efficiently

CEO/CFO

CIO

Strategic IT Services IT services are developed

based on business strategy IT service catalog available to

users Service Level Agreements are

monitored

Further InformationSAP IT Service Desk Operation rapid-deployment solution

On the SAP Service Marketplace

In the SAP Business Communication Center

Thank You!

Contact information:

F name MI. L nameTitleAddressPhone number

INTERNAL RAPID-DEPLOYMENT SOLUTION SAP IT Service Desk Operation Solution in Detail June 2011.

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