ITSM – Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN...
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Getting Started Newsletters Store , Login Register Added by Mariana Sebikova, last edited by Stefan Doktor on Jan 28, 2014 SAP IT Service Management on SAP Solution Manager / ITSM Wiki IT Service Management and ChaRM Wiki Homepage / Configuration and Administration of ITSM ITSM – Service Order Configuration Guide 1. General Information 1.1 Service Order Overview 2. Prerequisite Configuration 2.1 Service Request Mgmt Setup 2.2 Create Material Hierarchy 2.3 Create Service Hierarchy 2.4 Update Material/Service Hierarchy 2.5 Upgrade product 3. Roles 3.1 Business Role SOLMANREQU 3.2 Business Partner 3.3 Business Role SOLMANPRO 3.4 Security Role 4. Service Order Catalog Setup 4.1 Create Service Products 5. Additional Configuration 5.1 Service Catalog filter 6. BADI’s 6.1 ORDER_SAVE 6.2 CRM_ORDER_STATUS 1. General Information This guide describes how to configure the Service Order scenario for ITSM in SAP Solution Manager 7.1. 1.1 Service Order Overview The application Incident Management (IM) is a central service point which enables a centralized incident and issue message processing in multiple organization levels. It offers a communication channel with all relevant stakeholders of an incident, such as business user, SAP Service & Support and Partner Support employees. IM is integrated in all Application Lifecycle Management processes of SAP Solution Manager, in any SAP Business Suite solution and could be connected to a NonSAP Help Desk application. Furthermore, it includes follow up activities like Change Management and Root Cause Analysis.
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Transcript of ITSM – Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN...
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3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
http://wiki.scn.sap.com/wiki/pages/viewpage.action?pageId=358058927 1/19
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AddedbyMarianaSebikova,lasteditedbyStefanDoktoronJan28,2014
SAPITServiceManagementonSAPSolutionManager / ITSMWikiITServiceManagementandChaRMWikiHomepage/ ConfigurationandAdministrationofITSM
ITSMServiceOrderConfigurationGuide
1.GeneralInformation1.1ServiceOrderOverview
2.PrerequisiteConfiguration2.1ServiceRequestMgmtSetup2.2CreateMaterialHierarchy2.3CreateServiceHierarchy2.4UpdateMaterial/ServiceHierarchy2.5Upgradeproduct
3.Roles3.1BusinessRoleSOLMANREQU3.2BusinessPartner3.3BusinessRoleSOLMANPRO3.4SecurityRole
4.ServiceOrderCatalogSetup4.1CreateServiceProducts
5.AdditionalConfiguration5.1ServiceCatalogfilter
6.BADIs6.1ORDER_SAVE6.2CRM_ORDER_STATUS
1.GeneralInformationThisguidedescribeshowtoconfiguretheServiceOrderscenarioforITSMinSAPSolutionManager7.1.
1.1ServiceOrderOverviewTheapplicationIncidentManagement(IM)isacentralservicepointwhichenablesacentralizedincidentandissuemessageprocessinginmultipleorganizationlevels.Itoffersacommunicationchannelwithallrelevantstakeholdersofanincident,suchasbusinessuser,SAPService&SupportandPartnerSupportemployees.
IMisintegratedinallApplicationLifecycleManagementprocessesofSAPSolutionManager,inanySAPBusinessSuitesolutionandcouldbeconnectedtoaNonSAPHelpDeskapplication.Furthermore,itincludesfollowupactivitieslikeChangeManagementandRootCauseAnalysis.
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3/30/2015 ITSM Service Order Configuration Guide - SAP IT Service Management on SAP Solution Manager - SCN Wiki
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TheITSMServiceOrderscenarioinSAPSolutionManager7.1comprisesvariousnewfunctionalitieswhicharebasedonSAPCRM7.1ITServiceManagement.ItincludesthewebbaseduserinterfaceSAPWebClientwhichreplacestheSAPGUItransactionsCRMD_ORDERandCRM_DNO_MONITOR.SAPWebClientisthenewmainworkplaceofServiceOrderprocessorsandadministrators.
TheSAPITSMServiceOrderfunctionshavebeendevelopedonCRMtransactiontypes.ThetrasactiontypeSMSOhasbeencreatedfortheServiceOrderscenario.Therecanbethree(3)differenttypesofServiceProductsaspartoftheServiceOrderdeliveredbasedontheItemCategory.TheItemCategorydetermineshowtheServiceProductwillbeprocessed.ItemCategorySMSC,ITSMComponent,whenusedforServiceProductwillcreateafollowonServiceRequestwhenapproved.ItemCategorySMSL,ITSMLicense,whenusedforServiceProductwillallowforalicensecalloffifSAPCRMIPM(IntellectualPropertyMgmt)isconfiguredandlicensedwithSAPSolutionManager.ItemCategorySMSC,ITSMComponent,whenusedforServiceProductwillcreateafollowonServiceRequestwhenapproved.ItemCategorySMSM,ITSMMaterial,whenusedforServiceProductwillallowforcreationofPurchaseOrderfortheMaterialinSAPECCifconfiguredandintegratedwithSAPSolutionManager.
WhentheServiceOrderserviceproductlineitemhasbeenapprovedwiththeitemcategorySMSCthenaServiceRequestiscreatedwithtransactiontypeSMRQ.
2.PrerequisiteConfiguration
2.1ServiceRequestMgmtSetupSetupofServiceRequestManagementviaguideServiceRequestManagement&
ServiceRequestFulfillmentSAPSolutionManagerSPS5shouldbecompleted.
https://service.sap.com/~sapidb/011000358700001015362012E
https://service.sap.com/~sapidb/011000358700001015362012E
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2.2CreateMaterialHierarchyForsetupoftheServiceOrderscenariosomesolman_setupstepsneedtobecompleted.
ThebasichierarchyneedstobecreatedfortheproducttypeMaterialinthissolman_setupstep.TheALMhierarchyiscreatedundertheALMrootcategoryduringthisstep.
OrruntransactionAICRM_PRD_SETUP_MATtocreatethehierarchy.
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ALM_OBJcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
2.3CreateServiceHierarchyForsetupoftheServiceOrderscenariosomesolman_setupstepsneedtobecompleted.
ThebasichierarchyneedstobecreatedfortheproducttypeServiceinthissolman_setupstep.TheSRVC_HIERhierarchyiscreatedundertheSRVC_ROOTrootcategoryduringthisstep.Also,theserviceproductINVESTIGATIONiscreated.ThisproductisautoassignedinITSMtoallowforconfigurationofServiceLevelagreements.
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OrruntransactionAICRM_PRD_SETUP_SRVtocreatethehierarchy.
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SRVC_PPRODcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
TheServiceProductINVESTIGATIONcanbevalidatedviatransctionCOMMPR01.
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2.4UpdateMaterial/ServiceHierarchyForsetupoftheServiceOrderscenarioanupdatetheALMandSRVC_HIERhierarchiesneedtobecompleted.
ThebasicALMMaterialhierarchyneedstobeupdated.TheALM_CATcategoryiscreatedundertheALMrootcategoryduringthisstep.ThiscategoryisassignedtoaServiceProductanditallowstheServicetoshowintheSolutionManagerServiceCatalogfunction.ThebasicSRVC_HIERServicehierarchyneedstobeupdated.TheSRVC_COMPcategoryiscreatedundertheSRVC_ROOTrootcategoryduringthisstep.RuntransactionAICRM_PRD_SETUP_SCATtoupdatebothhierarchies.
ALM_CATcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
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Validatethesettypesareincluded:AICRM_CATALOG,AICRM_QUESTION
SRVC_COMPcategorycanbevalidatedbyrunningtransactionCOMM_HIERARCHYtoensuresettypesareadded.
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Validatethesettypesareincluded:AICRM_SRQM
2.5UpgradeproductRunprogramCOM_PRODUCT_UPGRADEbyrunningtransactionSA38touseCRMproductsinthisrelease.
3.Roles
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3.1BusinessRoleSOLMANREQUThebusinessroleusedtocreateaServiceOrderviatheServiceCatalogisSOLMANREQU(SolutionManagerITSMEndUser).ThispredefinedbusinessroleforSolutionManagerITSMEndUsercontainsconfigurationandpredefinedauthorization(PFCG)rolesforcreatingServiceOrdersviaaServiceCatalog.
ForfurtherinformationaboutallPFCGroleswhicharerelevantfortheITSMServiceOrderscenario,pleaserefertotheSAPSolutionManagerSecurityGuide.ThisguideisavailableinSAPServiceMarketplace.
ThebusinessroleSOLMANREQUandtheauthorizationrolesareonlyintendedtobeusedasatemplateforBestPracticesscope.Theroleshavetobevalidatedandadaptedtothespecific
customerrequirements.
FordetailedinstructionsonhowtoadaptbusinessandPFCGroles,pleaserefertotheconfigurationguideBusinessandAuthorizationRolesavailableinSAPServiceMarketplace.
3.2BusinessPartnerTheServiceOrderrequiresaSoldtoPartybusinesspartner.ThisBusinessPartnerisdeterminedbasedonacontactrelationshipdefinedfortheusercreatingit.
ThebusinessroleusedtoapproveaServiceOrderviatheServiceCatalogisSOLMANPRO(SolutionManagerITSM).ThispredefinedbusinessroleforSolutionManagerITSMcontainsconfigurationandpredefinedauthorization(PFCG)rolesforapprovingtheServiceOrderandcreatingfollowonServiceRequestsiftheuserisdefinedastheApproverthedefinedSoldtoPartyoftheServiceOrder.
3.3BusinessRoleSOLMANPROForfurtherinformationaboutallPFCGroleswhicharerelevantfortheITSMServiceOrderscenario,pleaserefertotheSAPSolutionManagerSecurityGuide.ThisguideisavailableinSAPServiceMarketplace.
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ThebusinessroleSOLMANPROandtheauthorizationrolesareonlyintendedtobeusedasatemplateforBestPracticesscope.Theroleshavetobevalidatedandadaptedtothespecific
customerrequirements.
FordetailedinstructionsonhowtoadaptbusinessandPFCGroles,pleaserefertotheconfigurationguideBusinessandAuthorizationRolesavailableinSAPServiceMarketplace.
3.4SecurityRoleFortheITSMServiceOrderscenarioinSolutionManager,aServiceOrderCreationandProcessorrolehastobeadaptedtocustomerneedsinordertouserespectivefunctionalities.
4.ServiceOrderCatalogSetup
4.1CreateServiceProductsInthisstep,ServiceProductswillbecreated.OneoftheServiceProductswillbeassignedtheALM_CATcategorytoshowitintheSAPSolutionManagerServiceCatalog.AgoodexamplewouldbetocreateaServiceforhiringanewemployee.Thisnewemployeewouldneedauseraccount,alaptopandthenalicenseforthesoftwareonthelaptop.TosetupthisscenarioyouwillneedtocreatethefollowingServices:
****ThisallowsittobeseenintheServiceCatalogofSAPSolutionManager.
CreateanewServiceProduct
Steps:
RuntransactionSM_CRMandloginwithSOLMANPRObusinessrole.ClickonMasterData.
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ClickonCreateService
CreateanewServiceProductCREATE_USER
CreateanewServiceProductBASIC_LAPTOP
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CreateanewServiceProductWIN_7_PRO
CreateServiceProductNEW_EMPLOYEEtobeshown/orderedintheServiceCatalogandusetheServiceProductsalreadycreatedascomponents.
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CreatingtheHRCategorieIDismissinginthisGuide.ItsaSubCategorieofALM_CATCategorie.YoucanalsoaddCategorieIDALM_CATinsteadofHR.
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5.AdditionalConfiguration
5.1ServiceCatalogfilterThereispossibilitytoaddafilterfortheservicecatalogtoonlyshowsthoseServiceProductsassociatedtothefilter.ThisisdonebyaddingadditionalcategoryundertheALM_CATdefiningthefilteryouwouldwanttosee.ThisfilterthenisaddedtotheServiceProduct.
UpdateviaCOMM_HIERARCHY.
AddtoServiceProduct
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6.BADIs
6.1ORDER_SAVEThisBADIwillupdateServiceOrderproductlineitemtoDeliverediftheServiceRequeststatusisCompleted(systemstatusI1005)andthelineitemhadbeenapproved.
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6.2CRM_ORDER_STATUSIntheimplementationAI_CRM_STATUS_RELE,theabilitytosetthestatusoftheServiceProductlineitemtoapproved(systemstatusReleaseI1004)isbasedonthepartnerfunctionSMSO001(ITSMApprover).ThisisbasedontheBPrelationshipEmployeeResponsibileforaSoldtoPartybusinesspartner.
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