SAP Solution Manager Service Desk - RBE PlusSAP Solution Manager Service Desk Incident Management...
Transcript of SAP Solution Manager Service Desk - RBE PlusSAP Solution Manager Service Desk Incident Management...
SAP Solution ManagerService DeskIncident Management for SAP and beyond
Product ManagementSAP Solution ManagerSAP AG
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
The facets of complexity
Simplicity for end-users and more powerful architecturesresult in more complexity for IT infrastructure and
application management
Customer challenges:ComplexityTechnologySkillsResources
RiskCosts
SAP Solution Manager is SAP‘s standardapplication management platform
SAP Solution Manager – standardizing essential SAP applicationmanagement tasks
SAP Solution ManagerProvides tools, content and best practices for theentire solution life cycleIs mandatory for all Business Suite 2005 andbeyond customers
SAP recommends to use SAP Solution Managerrelease 7.0
„Deploying SAP Solution Manager is a best practicestep every customer should take to prepare for theworld of enterprise service-oriented architecture“
Derek Prior, AMR Research
Customer’s IT
Customer’s Business Unit
Global Business ProcessChampion
Regional Business ProcessChampion
IT Infrastructure
E2E Solution Operation Standards
End UserIntegrated Help
Desk
PMO(Program Office)Change Request
Management
Application ManagementBlue printing, testing, e-learning management, maintenance management, issuemanagement, document management application diagnostics
CustomDevelopment
Business Process OperationsJob Scheduling, Business Process
Monitoring
SAP Collaboration Platform= SAP Solution Manager
System diagnosticsand administration
SAP Standardsavailable
Defined SAPinterfaces
OutTasking
OutSourcing
SAP Standards in Operations reduce Total Cost of Operationsand enable Mission Critical Support
SAP Solution Manager as CollaborationPlatform
SAP CustomerSAP
Application Management
SAP Experts
SAPConsultingSAP Partner Support organization
(CCC)
SAP ServiceMarketplace
SAP Solution Manager Strategy
SAP Solution Manager has matured into a stable product which provides standard applicationmanagement functions for SAP solutions to customers.
Therefore, SAP moves away from the annual release cycle of SAP Solution Manager:There will be no new SAP Solution Manager release before 2009 at the earliestA new release date will be communicated at least one year prior to ramp-up
SAP recommends to its customers to move to SAP Solution Manager 7.0 because this releaseis SAP‘s application management solution of choice.
20112003 2004 2005 2006 2007 2008 2009 2010
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Dec
Mar
Mar
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SAP Solution Manager 7.0 Mainstream Maintenance customer-specificmaintenance
Ramp-up
SAP Solution Manager 3.2 Mainstream Maintenance Customer-specificmaintenance
Ramp-up
Oct
Oct
Dec
Enhancing SAP Solution Manager 7.0
SAP Solution Managerwill be enhanced continuously
For specific customersthrough focus-group specific extensions whichcan be deployed flexibly on top of SAPSolution Manager
For all customersthrough dedicated support packages whichenhance the standard SAP Solution Managerfunctionality
For specific customersthrough adapters which improve the integrationto 3rd party tools like HP etc.
Change RequestManagement
SAP Solution Manager – Essential Scenarios
Solution Monitoring
Upgrade ofSAP solutions
Implementation ofSAP solutions
COREBUSINESS
PROCESSES
Delivery of SAP Support Services
Root Cause Analysis
Service Desk• Best Practices formessaging• Integration of 3rd-partyhelp desks
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
End-to-end processes in heterogeneousenvironments
Service Desk in SAP Solution ManagerCentral instance for the entireSAP solution life cycleSingle point of access to IT landscapeand core business processesCommon message processing model
Isolating parts in heterogeneous environments distorts analysesbecause of dependencies.
SAP Solution Manager Service Desk - Process
Business User SolutionSupport
SAP ServiceMarketplace
Customer SAP
ApplicationService Desk
SAPSolution
Manager &Diagnostics
CustomerSolutionDatabase
CustomerSolutionDatabase
SAP Support
Search for
Solution
Incident is
recorded
Forward
Problem
Root Cause
Analysis
SolutionProvide
Solution
Root CauseAnalysis
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
Create Message
CreateMessage
Easy creation of messages from regular work areaHelp -> Create Support MessageShort text / long text / priorityFile attachments
Automatic collection of important system dataTransaction code / program IDDatabase versionSupport Package level
Easy creation of messages with BSP application
Creation of messages via additional input channelsKey users can use SAP Solution Manager directly formessage creationCall-center, e-mail
BusinessUser
CustomerSupport SAP AGS
Create Message 1/5
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2
Create Message 2/5
1
2
4
3
Create Message 3/5
Create Message 4/5
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2
3
Create Message 5/5
1 2
Analyze Message
CreateMessage
AnalyzeMessage
Automatic assignment of support organizationSeveral support levels possibleIdentify existing service contract
Assignment of support employees for processingAutomated message assignment according to freelydefinable criteriaMessage assignment to processor’s work listForwarding message to another processing group /processorAutomatic notification of processor
BusinessUser
CustomerSupport SAP AGS
Assign Support Team 1/3
Assign Support Team 2/3
Assign Support Team 3/3
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2
Request Information
CreateMessage
AnalyzeMessage
RequestInformation
Further information can be requested frombusiness user
E-mail, telephone
User provides additional informationTelephoneSAP Solution Manager
BusinessUser
CustomerSupport SAP AGS
User Provides Additional Information 1/4
User Provides Additional Information 2/4
1
2
User Provides Additional Information 3/4
User Provides Additional Information 4/4
Search for Solution
CreateMessage
AnalyzeMessage
RequestInformation
SearchSolution
Know how of internal support employees
Integrated Customer Solution DatabaseSearch for symptoms and solutionsFast solution of recurring problemsAutomatic documentation of problem solutionBuild up your own Q&A database
SAP Service MarketplaceTrigger SAP Notes search directly in SAP ServiceMarketplace
BusinessUser
CustomerSupport SAP AGS
Search for Solution
Search forSAP Notes
Search inSolution Database
SAP Notes Search Integration 1/4
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2
SAP Notes Search Integration 2/4
Defaults taken from currentmessage
1
2
SAP Notes Search Integration 3/4
Select SAP Notes
SAP Notes Search Integration 4/4
Hand over to SAP Active Global Support
CreateMessage
AnalyzeMessage
RequestInformation
SearchSolution
Hand overto SAP
Requestlogon data
Providelogon data
Send a message to SAPForward messages to SAP Support back office ifyour support organization cannot solve theproblemBi-directional interface for forwarding messagesand receiving solutionsNo need to log on to SAPNet R/3 Frontend
Provide logon datamaintain logon data in secure area
BusinessUser
CustomerSupport SAP AGS
Secure Area Integration 1/4
Secure Area Integration 2/4
Secure Area Integration 3/4
Secure Area Integration 4/4
Provide Solution
CreateMessage
AnalyzeMessage
RequestInformation
SearchSolution
Hand overto SAP
ProvideSolution
Requestlogon data
Providelogon data
Receive an answer from SAPMessage processing bySAP Active Global SupportRemote support integration
Application sharing between end-users, support employeesand SAP Support back office experts
Automatic transfer of changes to the message statusSolution provided via SAP Notes
BusinessUser
CustomerSupport SAP AGS
Apply Solution
CreateMessage
AnalyzeMessage
RequestInformation
SearchSolution
Hand overto SAP
ProvideSolution
ApplySolution
Requestlogon data
Providelogon data
Note implementationAutomatic implementation of SAP Notes with SAPNotes Assistant
Verify solutionTestingEvaluation of responsible employee
Send solution to end-userUsing output functions of service process (print, mail,fax)
Transport changes to the productive environmentSoftware change management
Enter solution in solution database
BusinessUser
CustomerSupport SAP AGS
Solution Database 1/4
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Solution Database 2/4
Classify symptom Classify solutionNotes and Attachments of the message
Solution Database 3/4
Easy selectionwhich data should
be selected
Auto Textselection
Solution Database 4/4
Solutions areattached tothe support
message
Close and Confirm Message
Close and confirm messageEnd-user tests solutionThe problem message is confirmed bythe end-user
CreateMessage
AnalyzeMessage
RequestInformation
SearchSolution
Hand overto SAP
ProvideSolution
ApplySolution
CloseMessage
Requestlogon data
Providelogon data
BusinessUser
CustomerSupport SAP AGS
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
The SAPGui Service Desk User Interface
GUI version of Service Desk messages isfurther available in SAP Solution Manager 7.0.
Additional User Interface as of Release 4.0Work Center Incident Management (1)
Additional User Interface as of Release 4.0Work Center Incident Management (2)
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
Configuration
Standard support message type delivered with pre-configured Service Deskapplication including
RolesAuthorization conceptInboxes and monitorsStatus schema, text types
Extended ConfigurationSupport levelsAutomated notification at status changesSAP SmartFormsContractsService Level Agreements
Automatic Notification
Service Desk configuration enablesautomatic notification at status changes.
Configurable notifications can be sent automatically whenstatus are changed in a support message
Possible communication channelsE-MailSMSPagerFax
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
Typical Questions to be answered by Service DeskReporting
How many messages were reported?For a given time interval, per organization, per SAP component
How long did it take to complete messages?Overall and specificHow many were solved with the internal solution database? How many with SAP notes? Howmany with help from SAP?How many were converted into how many change requests?How is the satisfaction of end-users?
Which messages are in process/completed ...?By service desk employee/organization
Service Desk Reporting – Selection Screen
OverviewService Desk ProcessUser InterfaceConfigurationService Desk ReportingService Desk XT and 3rd party integration
End-to-end processes: Challenges beyond SAPsupport
Service Desk must adapt to existing infrastructures tosupport end-to-end processes in Enterprise SOA enabled
environments.
Customer challenges:Existing help desk applicationsProven support processes
Customer needs:Improve quality of informationExtend communication optionsFacilitate message-processing
Partner Interface to SAP Solution ManagerService Desk
IntegrationService Desk can be integrated into existing help desk applicationsBidirectional exchangeSAP Solution Manager 7.0 offers a bi-directional interface to exchange messages between the
Service Desk and third party help desk toolsFlexibilityIntegration scenario is based upon web services (simple, flexible and platform independent)
and is officially certified by SAPOpennessThe interface is open and any partner can subscribe to it, there is no preferred partner tool
Integrating 3rd-party help desks: Option 1
Existing help desk and process remain unchanged. SAP SolutionManager Service Desk is integrated as an added value to
optimize SAP solution operations.
Features:Existing help desk application as primary help desk(recommended to support primarily non-SAPcomponents)Proven support channels are preserved, no end usertraining necessaryMessages only forwarded to SAP Solution Manager ifSAP-related (on demand)
Benefits:Improve quality of SAP support by new level of solutioninformationExtend communication options and collaboration withSAPFacilitate message-processing
Integrating 3rd-party help desks: Option 2
SAP-related messages can be sent to SAP Solution Managerdirectly. 3rd-party help desk available for information requests or
non-SAP messages.Features:
Service Desk as primary help desk (recommended toprimarily support SAP components)Additional channel for end users (log messages directlyfrom SAP applications)Messages are forwarded to 3rd party help desk if rootcause is non-SAP (on demand or automated)
Benefits:System information captured and logged automaticallyExtended communication options and collaboration withSAP
Integrate Help Desk Systems from OtherVendors
SAP Solution ManagerSAP Active GlobalSupport
SAP Customer
Service Desk
RFC
ExternalHelp desk system
SOAP/HTTP
Web Services
Web Services
Non-SAP-Application/IT Infrastructure
Message MessageMessage
SAP Application
RFC
Benefits
Productivity and efficiencyAccelerating the solution times for incidents and support messages
CommunicationImproved within the IT organization, and between IT and business usersBidirectional, seamless exchange between both systems via Web servicesData exchange can be automated (incl. all attributes such as priority, file attachments, etc.)Both service desk teams benefit from seamless data exchange and a common outlookThe service desk better responds to events and problems, leading to an improved servicelevel and user acceptance
Consistent reportingAchieved by effectively applying the new integration features
SAP Solution Manager Service Desk XT (ExtendedUsage)
Service Desk XT is an extension package for SAP Solution Manager. Itextends the standard Service Desk’s usage to non-SAP problems (and
offers integration into the ERP system).
Risk-free –Test the standard Service Desk at no additional licensecostReady to use –Use preconfigured best practices for initial system set-upEasy to extend –Extend the Service Desk for non-SAP related problemswithout additional software installations
Service Desk XT - Scope
ScopeService Desk XT can be used for IT- and telecommunication device-related requestsThe proven best practices for messaging in SAP can be used as a template to model non-SAP support processesAdditional functions available, e.g. to replicate equipment from SAP ERP to SAP SolutionManager
Target GroupIT departments who do not have an existing help desk solution in place or who want toreplace an existing one
Smooth transitionService Desk processes are pre-configured in SAP Solution Manager and can be easily usedfor proofs of conceptService Desk XT licenses can be acquired after proof of concept
Service Desk XT and SAP CRM
Scope of SAP Solution ManagerApplication Management platform to enable E2E Solution Operations providing integratedfunctions which support the entire solution life cycleSAP Solution Manager 7.0 uses SAP CRM 5.0 functions and will keep on doing so at leastuntil 2009Service Desk XT can be used for IT requests and requests related to telecommunicationdevices
Scope of SAP CRMAcquire and retain customers, improve customer loyalty, gain customer insight, andimplement customer-focused strategiesDrive new growth, maintain competitive agility, and attain operational excellenceInteraction center and service management functions can be used for all service requests(e.g. related to facility mgt., technical service mgt., employee and accounting services etc.)
Further SAP CRM releasesInteraction center and service management functions will be enhanced on a continuous basis.This includes IT-related services and processes.These enhancements will not be part of SAP Solution Manager 7.0
Benefits of Service Desk XT
Single point of accessOne Service Desk system for the entire solution, SAP and non-SAP
IntegrationSeamless integration to Solution Monitoring, Change Request Management, MaintenanceOptimizer, One Transport Order etc.Option to integrate into SAP ERP 2005
Compliance with SAP Standards for E2E Solution OperationsSAP Solution Manager is the enablement platform for SAP’s Standards for E2E SolutionOperationsService Desk is the interface for efficient and effective collaboration with SAP
Availability
Service Desk XTThe scenario is available since January 2007
Pricing informationFor pricing information contact your account executive
Summary
SAP Solution Manager Service DeskPre-configured Best Practices for SAP-related incident managementOptimized collaboration with SAP Active Global SupportMore efficient and effective SAP solution operations
Extension package: Service Desk XTSingle point of access to E2E solution operationsConsistent reporting and support processesSeamless integration into application management processes
Integration into existing support infrastructuresEnhanced communicationSeamless and bidirectional data exchangeFlexibility and openness
Publication related to SAP Solution Manager:SAP Solution Manager
Complete reference to SAP Solution Manager
Concept of SAP Solution Manager and its strategicimportance for application management andcooperation with a strong reference to ITIL
Comprehensive approach to the complete portfolioalong the life-cycle - all functions, tools and processes,incl. third-party-integration
Detailed customer field-reports deliver insight into first-hand, practical experience
German edition available ISBN 3-89842-778-1English edition available ISBN 1-59229-091-4
Publication related to SAP Solution Manager:CobiT and the Sarbanes-Oxley Act
The SOX Guide for SAP operations
Roadmap to implementing CobiT controls using SAPtools and services with a special focus on the SAP GRCportfolio and SAP Solution Manager
Explanation for business/IT requirements evolving fromthe Sarbanes-Oxley Act and outline of SOX-relevantcontrols of the CobiT framework
Description of the portfolio SAP provides for the smoothimplementation of controls within IT operations
German edition ISBN 978-3-8362-1013-3English edition ISBN 978-1-59229-128-1
Brand New Publication :SAP Solution Manager 7.0 - Service Desk Functionality
© SAP 2007 / Page 72
German edition ISBN 978-3-89842-986-3English edition coming soon
Discover the Service Desk inside SAPSolution Manager 7.0
Introduction into the Service Desk, theconcept and function provided.
Detailed description on customizing steps,coding examples and practical hints.
Presentation of new upcoming scenarios anduseful functions to enhance your ServiceDesk.
Benefit from the experience gained from manyService Desk implementations.
Further Information
General Information Service Deskhttp://service.sap.com/solutionmanager -> Functions in Detail -> Support Area
General Information SAP Solution Managerhttp://service.sap.com/solutionmanager (General information)http://service.sap.com/rkt-solman (Learning map)
Documentationhttp://help.sap.com -> Documentation -> SAP Solution Manager -> ServiceDeskhttp://service.sap.com/solutionmanager -> Installation Guides -> Release 7.0(Scenario description and configuration guide)Traininghttp://service.sap.com/solutionmanager -> Training
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