Sap Solution Manager Business Process Monitoring Of A Sap Crm Solution

]

COREY PEARSON[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2008

CHAVONE JACOBS[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2003

ALLAN FISHER[ASUG INSTALLATION MEMBER

MEMBER SINCE: 2008

SAP Solution Manager Business Process

Monitoring of a SAP CRM Solution

Robert Max

[email protected]

Real Experience. Real Advantage.

[

2

Learning Points

Learn how to take advantage of the business process

monitoring capabilities of Solution Manager

Learn how Solution Manager's business process and

interface monitoring can add value to your Information

Technology Organization‟s end-to-end solution operations

Learn how Solution Manager can meet the business

process monitoring needs of the business

Learn where Solution Manager is not the appropriate tool

for BPM


[

3

Return on Investment

Leverage the existing tools you have at your disposal to enhance

your organization‟s service levels.

Software Acquisition Costs = 0

Locate the education resources available to you today to teach you

how to implement Solution Manager driven Business Process

Monitoring

External Training Costs = 0

Learn how to configure self-service business process monitoring and

reporting minimizing IT support hours

Monthly IT SLA Reporting Effort => Decreasing to zero

Improve :

Customer Satisfaction

User Efficiencies

Solution Availability


[

4

Does Your Organization Have?

A Business Process Management Team focused on

Design, Optimization and Monitoring is described

The team can increase revenue, shorten business

processes, reduce expenses etc.

The team will should have a charter, staffing and funding

Tools have been acquired, implemented and the team is

knowledgeable in their use

A focus on the Information Technology Organization's

service levels and processes increases Customer-Sat

This presentation is also relevant for those individuals who come from

organizations where a BPM Team has not been established. Where

BPM has a lower priority; headcount and funding are constrained

and the focus is elsewhere.


[

5

What We‟ll Cover …

BPM Pilot Project: Deductions Management

Solution Manager

E2E Solution Operations

Business Process Monitoring - CRM

Wrap-up


[

6

International Beverage Bottling and Distribution

Company Using SAP $19.8 billion (USD) annual

revenue

42 billion physical cases

46 of the states in the U.S.A., Canada, Great Britain, Netherlands, Luxembourg, Belgium, France

• 74,000 employees• Approximately 450 facilities• 55,000 vehicles• 2.4 million pieces of equipment

(vending, cooling, etc.)


[ Business Issue

Accounts receivable and customer account management processes

are consolidated into regional billing centers.

SAP Deductions Management Cockpit provides a more

comprehensive view of the customer‟s financial history

Information accumulated to provide a 360 degree view of the

customer/company business relationship

SAP FSCM (Financial Supply Chain Management) includes a

more streamlined handling of billing disputes and collections

Additional applications support the business process and must be

integrated

Legacy Route Management System to take orders, deliver

product and handle collections

Imaging system to scan and index invoices with signatures and

notations

System to track and document customer discounts and incentives

7


[SAP R/3

Financials – Accounts Receivable

Non R/3Billing

Run monthly statements

ZF.27

Run Dunning F.150

Lockbox (FLBP)

Residual documents

(overpayment/underpaym

ents)

Clear open items

SAPF124, F-30

BASIS

Billing

Non R/3

Non R/3

ASCORE

VITRIA

Non R/3

CMA

Write Off


[ Deductions Management Application

The timely delivery of results from several SAP and non SAP

Applications needed to be orchestrated

Information was processed by multiple systems (BASIS, AS/Core

Vitria) on its way to the SAP BW and R/3 Systems

The normal 24 hour fulfillment cycle ran 24x7 with a preference for

off hours and weekend deliveries. Adding on the Sales Centers

daily close and it could be 72 hours before delivery and invoicing

information passed through multiple legacy systems to show up in

the financial system.

Some customers were immediate payment others net 30

Invoices could be scanned on site or mailed but the images

needed to be indexed and available to the Deductions

Management Clerk

SAP Deductions Management remained in only two of the A/R

centers past the original enterprise wide deployment date until issues

were addressed9


[Availability and Service Level Management

A team was established with the responsibility for

improving application availability

A core team was augmented with a virtual team of

representatives from different parts of the IT Organization

UNIX Systems Administrators

zOS and DB2 Systems Administrators

iSeries Systems Adminstrators

IS Operations

Production Control and Scheduling

Systems Management Software Support Specialists

Client Support Center (Help Desk)

Basis Administrators

10


[R/3

Deduction Management

Over / Underpayment

Create Residual Items

Assignment of owners

J4I3 Notes Tickler per clerk

Sets priority, outcome

code, assignment, action

code

To Do List

Manual Clarification

Unjustified

Re-bill the customer

Documents without actions

Write Off

Justified

Clean Up

Master Data

Get paid Long term -

Write off

Collection

Management

Dunning

Process


[

12

Six Sigma Utilized

Define-Measure-Analyze-Improve-Control (DMAIC)

Define: Set the context and objectives of your improvement

project

Measure: Determine the baseline performance and capability

of the process or system you‟re improving

Analyze: Use data and tools understand the cause-and-effect

relationships in your process or system

Improve: Develop the modifications that lead to a validated

improvement in your process or system

Control: Establish plans and procedures to ensure your

improvements are sustained

Improve the efficiency and effectiveness of a process and

subsequently business performance

Proven methodology


[

13

Six Sigma – Why?

A partner company had successfully exploited Six Sigma

and was willing to support its use within our company:

Six Sigma Green Belt Training was available to our staff

A Six Sigma Center of Excellence had been established

Projects were supported with tools and Six Sigma Black Belt

Advisors

Leverage existing tools, organizational competencies,

established departments and initiatives whenever possible.

Tip


[ Track Response Time and Throughput of Important R/3

Transactions with Solution Manager

14

0

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1000

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ZFBL5N Customer Line Items

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eco

nd

s

DATE

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of

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log

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ps

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eco

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[ IT Service Management - Service Delivery

Processes Utilized

15

IT Infrastructure

Service Desk

Service Level

Management

Maintain and improve IT

service quality, through a

constant cycle of

agreeing, monitoring and

reporting on IT service

achievements

Availability Management

Providing the sustained

level of availability

required by the business

in a cost effective manner

Capacity Management

Ensuring that the

capacity and performance

needs of the business are

being met

IT Service Continuity

Management

Ensuring that the

necessary IT services can

be recovered within the

agreed business

timescales

Financial Management

for IT Services

Cost-effective control and

management of the IT

assets and the financial

resources used in

delivering IT Services


[IT Service Management - Service Support

Processes

16

IT Infrastructure

Service Desk

Configuration

Management

Identifying, controlling

and verifying IT

Components and their

Interrelationships.

Provides information key

to other processes

Incident Management

Focusing on the quick

restoration of service

minimizing the impact to

the business

Problem Management

Getting to the root cause

of incidents and ensuring

that permanent solutions

are deployed to prevent

reoccurrence

Change Management

Minimizing the impact of

change on the business

through standardized

methods

Release Management

Deployment of packaged

changes reducing the

impact of frequent one-off

change implementations


[

17

ITIL and Solution Manager

ITIL is “what has to be done”

SAP Solution Manager is “how it is to be done”

ITIL processes supported by Solution Manager:

Service Delivery

Service Support

Application Management

Ref: SAP Solution Manager - ITIL Support, SAP Press Published

2005

We had a methodology and a set of defined best practices.

What we needed next was the right tool for the job.


[ Results of the BPM Pilot Project

The goal was to address all of the issues that kept the company from

deploying the SAP supported accounts receivable process to all

processing centers. Success was the deployment of the solution to

all shared services centers.

A Six Sigma DMAIC Project was initiated with a goal of “Information

on Glass” i.e. getting all of the Deductions Management Clerk‟s

information to the screen.

Solution Manager v3.2 was valuable but other tools and custom

development were used

Multiple dashboards were created to consolidate data from solution

manager and third party applications.

Lesson Learned:

BPM Added Value and Promoted Success

Cost and Effort to Implement was High!!!

18


[

19



Solution Manager



Wrap-up


[ SAP Solution Manager

SAP Solution Manager is the centralized, solution management

platform with functionality that covers all key aspects of solution

deployment, operation, and continuous improvement. It combines

tools, service content, and offers direct access to SAP to increase the

reliability of solutions and lowers your total cost of ownership.

(http://service.sap.com/solutionmanager)

SAP Solution Manager is the strategic communication and

collaboration platform.

20

Key Functionality

• SAP Early Watch Alerts

• Enable Delivery of SAP Services

• Enable SAP Maintenance Optimizer

• Central System Landscape Directory (SLD)

This Key Functionality is the minimum requirement for any

SAP Customer


[ Solution Manager - Implementation

Initial Steps Hardware is in place and sized accordingly

OS and Database are loaded

Latest Solution Manager Software Staged and available

Including latest Solution Manager SP-Stacks to be applied

SAProuter Service Marketplace connection in place and operational

Operating System, Storage (if SAN-connected), and Network support is available on demand

Connectivity to systems in landscape to be supported

21

Key Activities Week 1 Week 2

1 2 3 4 5 1 2 3 4 5

Site Assessment Review - Verify SAP Environ.

Identify SAP Systems to be included in LandscapeInstall SAP Solution ManagerApply SolMan Support Packs

SolMan IMG Configuration and Define SLDApply OSS Notes/Service

Configure and Test Maintenance OptimizerComplete Installation, Apply Service etc.


[ SAP‟s Solution Manager Preparation Service

With the SAP Solution Manager Preparation Service you can expect

to:

Verify the configuration of your SAP Solution Manager

environment

Optimize the configuration of your SAP Solution Manager for

service delivery

Enable the SAP Solution Manager as a delivery platform for

remote and on-site SAP Support Services.

The SAP Solution Manager Preparation Service is part of the SAP

Solution Manager Services program

This program offers you a series of services to keep your SAP

solutions running optimally,

Improving return on investment and reducing the cost of

operations

These services optimize applications and system operations.

http://service.sap.com/solutionmanager - For More Information 22

http://service.sap.com/solutionmanager


[

23



Solution Manager



Wrap-up


[

© SAP 2007

SAP Standards for E2E Solution Operations

Change Request

Management

Manage regular and urgent corrections

Manage hot news notes

Manage support package stacks

Service Desk

Manage Incidents

Problem Management

Manage Service

Connections

Integration of

3rd-party help desks

Root Cause Analysis

Solution Monitoring

System monitoring

Business process monitoring

Central system administration

EarlyWatch Alert / SLAs

Solution reporting

Upgrade of

SAP solutions

SAP methods & tools

E-learning mgmt.

Test management

Implementation of

SAP solutions

SAP methods & tools

Global rollout

Customizing sync.

E-learning mgmt.

Test management

CORE

BUSINESS

PROCESSES

Delivery of

SAP Services

Onsite/remote delivery

Issue Tracking


[SAP shares world class support know-how

Solution Operations Standards

Define mission-critical operations processes

Provide Best Practices and Implementation Roadmaps

Based on a general organizational model

Trainings/Certifications are available

SAP Standards for Solution Operations

bring E2E Solution Operations to you!

The standards allow you to:

© SAP 2007 Increase business process availability

Improve data consistency and transparency

Strengthen business process performance

Ensure maintainability and upgradeability of your solution

landscape


[

26

SAP Standards for Solution Operations

Incident Management

Exception Handling

Business Process and

Interface Handling

Data Integrity

Change Request

Management

Upgrade

eSOA Readiness

Root Cause Analysis

Change Control

Management

Minimum

Documentation

Remote Supportability

Data Volume

Management

Job Scheduling

Management

Transactional

Consistency

System Administration

System Monitoring


[ Solution Manager – Work Centers

27

Work Centers …

Are role-based

Enable easy navigation for

end users

Use a common interface for central administration of solutions

Support Service Level Management

Available Starting with SAP Solution Manager 4.0 (SP-stack 15)

Available Work Centers

System Administration

System Monitoring

Incident Management

Job Scheduling Management

Root Cause Analysis

Business Process and Interface Monitoring

Service Delivery

Change Management

Solution Landscape and

Operations Setup

Implementation and Upgrades


[

28



[

29



Solution Manager



Wrap-up


[

© SAP

2008 /

Busine

Starting Point for Business Process and Interface

Monitoring conceptPhases of a Software Implementation Project

Strategic

Framework

Technical

and Integration

Design

Technical and

Operations

Implementation

Cutover

and Start of

Production

Operations

and Continuous

Improvement

Define and

Create

a Monitoring

Concept

Implement the

Monitoring

Concept

Start

Monitoring

Continuous

Improvement

Ideal Starting Point:Creation of Monitoring concept started during the “Technical and Integration Design”

phase of implementation project

Later Starting Points:Establishing a Business Process and Interface Monitoring concept can be started during

a later phase at any time during the productive operation of the business processes.


[

Step 1

Identify

core

business

processe

s

Step 2

Identify

process

steps and

interfaces

Step 3

Identify

business

requireme

nts

regarding

process

execution

Step 4

Define

monitoring

objects,

alerts and

thresholds

Implementation Methodology for Business Process

and Interface MonitoringDefine and

Create

a Monitoring

Concept

Implement the

Monitoring

Concept

Start

Monitoring

Continuous

Improvement

Step 6

Define

communic

ation and

escalation

procedure

s

Step 7

Assign

monitoring

activities

to

responsibl

es

Step 8

Define

Reporting

Objects

and

Reporting

Activities

Step 9

Define

communic

ation and

escalation

procedure

s

Step 10

Assign

reporting

activities

to

responsibl

es

Step 5

Define

monitoring

activities


[

© SAP

2008 /

Page

Activity Management

© SAP 2007 /

Sales Manager Sales EmployeeBusiness Roles

Purpose

Activity Management supports the sales and service process in all phases and provides

information about all activities carried out to serve the customer.

This scenario supports a sales process with various types of activities and tasks.

Benefits

Complete interaction history for Customer

Complete integration with all CRM processes

Evaluation and management of activities and relationships

Effective tasks and time management

CRM calendar integration

Groupware calendar integration (Lotus Notes or Outlook)

Prioritization of dates and tasks

Team selling supported


[ Example – CRM Sales – Activity Management

33

Accounts &

Contacts

Visit

Planning

Fact

Sheet

Interaction

History

Activity

Management

Email

Integration

Relationship

Management

Marketing

Attributes

Customer

Analysis

Account

Classification


[ Solution Manager Monitoring

Activity Management

Save activity/task

Replicate activity/task

with groupware

Maintain activity/task

Create

activity/task

Search

activity/task

Open Calendar

Schedule activities

Dialog Response

Time

• No. of Activities / Tasks

created

• No. of Activities / Tasks in

status „Open‟

Real Time Event Monitoring

Measure Response and Throughput

Response Time of Important Transactions

Quantity of Important Transactions

CRM Analytics

CRM Basic Sales

CRM Activity Management

CRM Account and Contact Management

CRM Opportunity Management

CRM Territory Management


[ What can Solution Manager Monitor?

35

Alert Type Selection Options

Business Activities/Tasks

# of Business Activities/Tasks created

# of Business Activities/Tasks 'Open'

Business Transaction Category,

Business Transaction Type, Input

Channel, Sales Organization,

Distribution Channel, Division,

Created by, Older than x days,

Previous Day

Dialog Performance

per transaction and SAP instance

per transaction-specific function codes (CUA internal

commands)

per transaction-specific function codes transferred in HTTP

requests

per HTTP request

per program / function name in RFC call


[ Rule Based Monitoring of Events

www.sdn.sap.com/irj/sdn/netweaver Lifecycle Management ->

Operations for SAP Tutor Sessions on this activity

36

Create a MTE (Monitoring Tree Element) Class for Response Time

Tip

http://www.sdn.sap.com/irj/sdn/netweaver


[ Rule Based Monitoring of Events

Monitoring on specific transaction codes is also available.

37

Operations can be messaged when response time goes red


[ Self Service CRM Analytics Available

www.help.sap.com Search CRM Suite Keyword: Analytics

38

Cross-Scenario Analyses

Industry-Specific Analyses

Entitlement Analyses

Service Analyses

Interaction Channel Analyses

Cross-Application Performance

Analyses

Customer Analyses

Product Analyses

Marketing Analyses

Digital Asset Management

Analysis

Sales Analyses

Rebate Processing Analyses

E-Analytics

Partner and Channel Analytics

Active/Passive Analysis

Activities/Items per Activity Partner

Activities per Category (Employee

Responsible, Document Level)

Activity Details

Activity History

Activity Partner with Open Activities

Distribution of Activities per

Organizational Unit

Intensity of Customer Care by

Employee (Sales Manager Portal)

Intensity of Customer Care by Partner

(Sales Manager Portal)

My Team's Planned Activities

Number of Activities per Category

Planned Activities

AND EVEN MORE!!!!!!!!!

http://www.help.sap.com/


[ Interface Monitoring Example – CRM Service

39

SAP CRMCreate Service Quotation

Create Service Order

Release Service Order

Create Confirmation

Determine Valid Warranty

Create Service and Sales

Order Items

Determine Service Contract

Close Confirmation

Create Invoice

Release Invoice

Create Work Order

Post Goods Issue for

Spare Parts

Transfer Invoice to

FI/CO

Transfer Working

Time via CATS

Create Invoice

• No. of Documents created

• No. of Documents in

status „Open‟, „In Process„

or „Erroneous‟

• No. of Documents created

• No. of Documents in

status „Open‟, „In Process„

or „Erroneous‟

Dialog

Response Time

Dialog

Response Time

SAP ERP

• No. of Documents 'To be

Distributed„ / Error in

Distribution

Dialog

Response Time

• No. of Work Orders

Created

• No. of Work Orders

Overdue

No. of Invoices Created

No. of Invoices not

Transferred to FI

Check for “Error in Distribution”

Solution

Manager

shines when

multiple

components

are

involved!!!


[

40

Communicating Information on Business Processes

Information Reporting – Communication Channels

SMS Text Page for immediate notification

Dashboard where status is immediately accessible

Reports – Consistent Delivery of categorized KBIs

Interactive Reporting – Use of Information Analytics

Workflow – Measure with regard to Event and Response

Cycle:

Response Time/Duration

Number of events in queue

Types of Responses


[

41

Putting it all Together – Service Desk Example

Purpose

This scenario describes the typical activities of an interaction center

agent for customer service interacting with a customer by e-mail or by

telephone.

Key Points

Interaction Center WebClient

Inbound phone call processing

E-mail handling (receipt and reply)

Extensive business partner information

Problem and solution search in a knowledge database using

Software Agent Framework (SAF)

Creation of service tickets and processing of related data (installed

base components, contracts, service level agreements, warranties)

IC Agent Service IC ManagerBusiness

Roles


[

42

Solution Manager Monitored Components

CRM ApplServer - ABAP

IC Web Client – User GUI

TREX – Knowledge Repository

SAP BI – Data Analytics

SAPConnect – E-mail Services

RFC Queues – Exchange Data

between Systems

Service Order Management

Dialogue Response Time for:

Create Service Order

Create Activity/Task

Search Activity/Task

No of Documents Created

No of Documents – Open,

In Process or Erroneous

No of Documents - Error in

Distribution

qRFC Alert Monitoring

Blocked queues

Status of R&R Queue

Demon (CRM)

Status of R&R Queues

(CRM)

Size of Queue

Queues on hold


[ Self Service CRM Analytics Available

www.help.sap.com Search CRM Suite Keyword: Analytics

43

Cross-Scenario Analyses

Industry-Specific Analyses

Entitlement Analyses

Service Analyses

Interaction Channel Analyses

Cross-Application Performance

Analyses

Customer Analyses

Product Analyses

Marketing Analyses

Digital Asset Management

Analysis

Sales Analyses

Rebate Processing Analyses

E-Analytics

Partner and Channel Analytics

Interaction Center Analytics

Service Ticket Overview

Open Service Tickets

Open Service Ticket History

Average Lead Time

E-Mail Response Management

System Analytics

Interaction Modeling and Evaluation

Interactive Scripting Evaluation

IC: Connection Volume

IC: Connection Volume (in Time

Intervals)

IC: Transfers

IC: Transfers (in Time Intervals)

Interaction Statistics in Time Intervals

(General)

AND EVEN MORE!!!!!!!!!

http://www.help.sap.com/


[ CRM Business Process Monitoring - Summary

Solution Manager can define and monitor a solution

Resident on One System

That is a Business Process that Spans Applications

BPM Reporting is Available via

CRM Analytics (Internal)

BI (External)

Solution Manager

Who is the Consumer of the Information?

End Users Prefer CRM Analytics and BI

IT Analyst and Technical Administrators Prefer Solution

Manager

44


[

45



Solution Manager



Wrap-up


[ Using Solution Manager BPM – Lessons Learned

46

Component Monitoring generates event notifications. Incident

management process begins before the first user calls

Regular reporting of Solution Manager information to the functional

user is only important

When the information is changing often

When the information is relevant and not accessible through the

Application‟s Analytics

When a longer running problem exists waiting for resolution e.g. dialogue

response time issues

Dashboards are a good solution for consistently reporting information

to a wider audience. Report Card of Key Business Indicators

Business users prefer their application‟s built in analytics over

solution manager - Leverage what is already available

Solution Manager is first and foremost a tool for IT and not for end-

users


[

47

Resources

SAP Service Marketplace references *

http://service.sap.com/bpm

http://service.sap.com/solutionmanager

http://service.sap.com/runsap

http://service.sap.com/businessmaps

http://service.sap.com/supportstandards

SAP Solution Manager E-Learning (Free!!!!)

www.service.sap.com/okp

More Free Education and Training

www.sdn.sap.com e-Learning

* Requires login credentials to the SAP Service Marketplace

http://service.sap.com/supportstandards

http://www.sdn.sap.com/


[

48

Resources (cont.)

ITIL references

http://itsmfusa.org

www.itil.co.uk/index.htm

Americas‟ SAP Users‟ Group

www.asug.com

Review SIG pages for Systems Management, Business

Process Architecture and Solution Manager,


[

© SAP

2008 /

49

Resources – SAP Solution Manager 2009 Edition

Complete reference to SAP

Solution Manager, by Marc O.

Schäfer and Matthias Melich (SAP

Press)

Concept of SAP Solution Manager and

its strategic importance for application

management and cooperation with a

strong reference to ITIL

Comprehensive approach to the

complete portfolio along the lifecycle

(all functions, tools, and processes,

including third-party integration)

Detailed customer field-reports deliver

insight into first-hand, practical

experience


[

© SAP

2008 /

50

Resources – SAP IT Services & Application Management

Pocket guide on SAP‟s ITIL

adaptation, by Liane Will and Sabine

Schöler

(SAP Press)

Adaptation and enhancement for

requirements of SAP operations according

to the ITIL standard, particularly for

application management processes and

integration processes between IT Service

and

application management

SAP tools and services supporting the

implementation of processes

Reference to the optimization of business

management in the environment of

SAP landscapes

German edition, March 2006 ISBN: 3-89842-795-1

English edition, June 2006 ISBN-10: 1592290949


[

51

Key Learnings

Leverage existing Business Process improvement initiatives,

resources and methodologies (Six Sigma and ITIL IT Service

Management)

Solution Manager is available at your organization

SAP Standards for E2E Solution Operations is the roadmap

Metrics on Availability, Response Time and Scale are the easiest to

derive

BPM projects can be oriented around issue resolution and problem

solving and not necessarily continuously ongoing

Always review the business process analytics that are shipped from

SAP before creating new ones

Free Solution Manager Training can be found in the SAP Service

Marketplace


[

52

Your Turn!

Robert Max | Mobile: 770.403.4278 | Email: [email protected]

925 North Point Parkway Suite 160Alpharetta, GA 30005http://www.RunE2E.com


[

53

[

] Thank you for participating.

SESSION CODE: 4608

Please remember to complete and return your

evaluation form following this session.

For ongoing education on this area of focus, visit the Year-

Round Community page at www.asug.com/yrc

Sap Solution Manager Business Process Monitoring Of A Sap Crm Solution

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