Solman para SAP

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

Dec

Dec

Dec

Dec

Mar

Mar

Mar

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

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

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

1

2

Create Message 2/5

1

2

4

3

Create Message 3/5

Create Message 4/5

1

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


Assign Support Team 1/3


1

2

Request Information

CreateMessage

AnalyzeMessage

RequestInformation

Further information can be requested frombusiness user

E-mail, telephone

User provides additional informationTelephoneSAP Solution Manager

BusinessUser


User Provides Additional Information 1/4


1

2

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


Search for Solution

Search forSAP Notes

Search inSolution Database

SAP Notes Search Integration 1/4

1

2


Defaults taken from currentmessage

1

2


Select SAP Notes

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


Secure Area Integration 1/4

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


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


Solution Database 1/4

1

2


Classify symptom Classify solutionNotes and Attachments of the message


Easy selectionwhich data should

be selected

Auto Textselection


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


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)

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

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

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 /

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

http://service.sap.com/solutionmanager-

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

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

http://help.sap.com-/



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