The New Service Desk for Incident and Problem Management...

ALM102

The New Service Desk for Incidentand Problem Management in nextSAP Solution Manager

David Birkenbach, ALM Solution ManagementOctober 2010

© 2010 SAP AG. All rights reserved. /

Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not bedisclosed without the permission of SAP. This presentation is not subject to your licenseagreement or any other service or subscription agreement with SAP. SAP has no obligation topursue any course of business outlined in this document or any related presentation, or todevelop or release any functionality mentioned therein. This document, or any relatedpresentation and SAP's strategy and possible future developments, products and or platformsdirections and functionality are all subject to change and may be changed by SAP at any timefor any reason without notice. The information in this document is not a commitment, promise orlegal obligation to deliver any material, code or functionality. This document is provided withouta warranty of any kind, either express or implied, including but not limited to, the impliedwarranties of merchantability, fitness for a particular purpose, or non-infringement. Thisdocument is for informational purposes and may not be incorporated into a contract. SAPassumes no responsibility for errors or omissions in this document, except if such damageswere caused by SAP intentionally or grossly negligent.

All forward-looking statements are subject to various risks and uncertainties that could causeactual results to differ materially from expectations. Readers are cautioned not to place unduereliance on these forward-looking statements, which speak only as of their dates, and theyshould not be relied upon in making purchasing decisions.


Agenda

1. IT trends and issues2. SAP IT Service Management on SAP Solution Manager3. Usage of Application Incident Management in SAP Enterprise Support4. Application Incident Management – Use cases5. Outlook & additional info


Reactive and Inefficient IT Grown over TimeSiloed IT Processes by Task, Technology, and Geography

Business StrategyCEO/CFO

IT StrategyCIO

UnclearIT priorities

Reactive IT

Do more with less

Inefficientprocesses

Production risk

Constantemergencies

Lack of continuousfeedback /improvement

Business demand

Business StrategyCEO/CFO

Stakeholder


Efficient Application Life-Cycle ManagementAligns Business and IT

Business Continuity Business Process Improvement

Protection of Investmentand Accelerated Innovation

Reduced TotalCost of Operations

Measure and trackimprovement process

Reliability, performanceand business agility

Deliver on business demandto increase competitive

advantageGo live on time

and budgetStandardize and

streamline operations

IT StrategyCIO

CEO/CFOBusinessStrategy

Stakeholder

Businessdemands


IT Business Management

Application Lifecycle Management

IT Infrastructure Management

IT Service Management

Business of IT Management Solutions

IT Strategy,Governance

& Risk

IT Portfolio &Project Mgmt

IT FinancialManagement

IT Workforceand VendorManagement

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind,either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement


Agenda



Application Lifecycle ManagementAn approach in six phases of ITIL application management

Solution Documentation

Template Management

Test ManagementTechnical Operations

Change Control Management

Business ProcessOperations

Application Incident Management

Upgrade Management

Solution ImplementationMaintenance Management

Landscape Transformation


SAP IT Service ManagementITIL®-compliant IT service and support processes

Customer

Incident &ServiceRequest

ManagementService LevelManagement

Installed-Base& Object

Management

KnowledgeManagement

ChangeManagement

ProblemManagement

Externally verified IT serviceand support processes

Incident Management

Service Request Management

Problem Management

Change Management

Knowledge Management

Installed-Based & Object Management(for Configuration Management)

Service Level Management

Financial Management

Integrated IT Service Management and ApplicationLifecycle Management with SAP Solution Manager


SAP Solution Manager integrates Application Lifecycle Management and ITService Management processes in a single solution.

Next SAPSolutionManager

CRM 7.01

SAP SolutionManager 7.0

based on SAPCRM 7.01

ITSM

ALM


Integrated IT Support ProcessesWithin Your Company‘s DNA


FrontendIntegration

IncidentManagement

Root CauseAnalysis

ProblemManagement

MaintenanceManagement

ChangeManagement

TestManagement

DeploymentManagement

KnowledgeManagement

Application Lifecycle Management

ITSM perfectly complements ALM. Both are ready for seamless andimmediate consumption on SAP Solution Manager.



Complementing SAP IT Service Managementwith Application Lifecycle Management

ITIL extensions with SAP Business Suite solutionsCIO DashboardsCMDB Integration

Incident-, Problem- and Change-ManagementSAP CRM Service solutions


For incident and problem management:Root Cause AnalysisFor change management: Central Correction andTransport System (CTS+)

Follow-Up Execution

Openness and IntegrationSAP Frontend Integration (Content collection, Dispatching)SAP Support Backend: Forward to SAP and its ecosystemIntegration into ALM Processes (Test Management,Business Process Monitoring, etc.)Interface for 3rd party help desk integration

IT Business Management


ALM complemented ITSM processesIncident & Problem Management

Root CauseAnalysis

Forward toSAP Support

Update docu-mentation

Incident

Management

ALM complements

Create incident

Search forsolutions

Assign /CreateProblem ticket

Providesolution

Close incident

ITSM on SAP CRM 7.0– Stand alone –

ITSM on next SAP Solution Manager

Incident

Management Auto–Incident(Alerts,BpMon)

Search SAPNotes

Forward toSAP Partner

Monitorchange

execution


Systemcontext

Test defects

BusinessProcessissues

Create incident

Search forsolutions

Assign /CreateProblem ticket

Providesolution

Close incident

ALM complemented ITSM processesChange Management

Change

Management

Change

Management

Create changerequest

Qualify change

Approvechange

Executechange

Deploy change

SystemLandscape

Context

BusinessProcess Docu

Start BPChangeAnalyzer

Create TestPlan

PerformQuality Gate

ChecksClose change


ITSM on SAP CRM 7.0– Stand alone –

ITSM on next SAP Solution Manager

Create changerequest

Qualify change

Approvechange

Close change

IncidentManagement

ALM complements

Tracking ofDevelopment

Activities

TransportManagementintegration

Why ITSM on SAP Solution ManagerA win / win situation

Execution of ITSM processesthrough ALM capabilities

Flexible and role based webuser interface

Openness towards 3rd partyALM & ITSM tools

Additional ITSM focusedfunctions and processes

Integration in SAP solutionsand SAP Support Backend

Extenable towards ITIL withSAP Business Suite solutions



Agenda

1. IT trends and issues2. SAP IT Service Management on SAP Solution Manager3. Usage of Application Incident Management in SAP Enterprise

Support4. Application Incident Management – Use cases5. Outlook & additional info


Deploying IT Service Management SmartlyValue of SAP Solution Manager and SAP Enterprise Support

The winning stroke for SAP Enterprise Support customers!

Incident, problem and change management at noadditional cost for the entire customer solutionEasily scalable to an ITIL IT Service Management

No additional hardware and maintenance costs throughjoint deployment with SAP Solution ManagerAdditional savings through 3rd-party incident and changemanagement tools replacement

Reduced silo-ing of IT Service Management by integratingvital Application Lifecycle Management capabilitiesJoint ALM and IT Service Management: The sum deliversmore than the individual parts

© SAP AG 2009. All rights reserved. /

SAP Enterprise SupportWhat is a customer solution?

“Customer Solution” - shall mean:

for Licensee Solutions and for any other softwarecomponents and IT assets licensed or otherwiseobtained by Licensee from third parties

provided such third party software, softwarecomponents and IT assets are operated in conjunctionwith Enterprise Support Solutions and

are required to complete the Licensee’s businessprocesses

as documented in the solution documentation in SAPSolution Manager Enterprise Edition (“AdditionalSupported Assets”)

The definition of a customer solution is generous and totally customer-focused. Our expectation is that medium sized customers have no IT which

is not part of their solution.

SAP Enterprise Support

SAPComponents


New sales opportunityreceived via mobile device

Entered in SAP ERP /CRM System

Saved in 3rd partydatabase

Printingof Invoice

An Example of the Impact of theSAP Enterprise Support Usage Rights

With SAP Enterprise Support you can use the SAP Solution Manager for all IT componentsthat are required to execute your documented business processes.*

SAP Componentsonly

SAPComponents Database PrinterPhone

Enterprise Support

Standard Support

With SAP Standard Support only SAP components arecovered for SAP Solution Manager

SAPComponents DatabaseMobile Printer

SAP Solution Manager

Solution Documentation

Usage of SAP Solution Manager for End-To-End support of business processes

Mobile

* The exact defintion can be found in SAP Enterprise Support agreements


Usage rights of SAP Solution Manager in lightof IT Service Management

SAP IT Service Desk Operation (license)for ITSM usage beyond customer solution or on SAPCRM 7.0

SAP IT Extensions

Incident Management in SAP SolutionManager with SAP Standard Supportfor SAP components

Solution wide IT Service Management with SAPSolution Manager within SAP Enterprise Support

Interaction Center(IT Service Desk )CRM Service

Contract ManagementService Order & ConfirmationManagementService PlansComplaint ManagementWarranty Management

Business CommunicationManagement (BCM)

SAP Solution Managerextensions

SAP Extended Diagnosticsby CA WilySAP Test Acceleration andOptimization, etc.



Agenda



Application Incident ManagementA few use cases

IT Service Management (Customer IT Support)SAP Support centric Incident Management (e.g. SAP Key User)3rd party Help Desk integration (e.g. Customer Center of Expertise)Integration with SAP CRM ITSM (Shared Service Center agents)Usage in Application Lifecycle Management processes (IT support employee)


Connectivity to SAPmanaged systems

Projects

SAP CRM 7.0IT Service Mgmt

1:n SAP SolutionManager Service

Desk

3rd party HelpDesk

ERP, SCM,…

SAP GlobalSupport

Backbone

&

PartnerEcosystem

Service DeskInterface

Montoring &Alerting

ChangeManagement Test Management

Root CauseAnalysisInteroperability

with ALM processes

ApplicationIncident

Management

SAPCollaboration


*• SAP application• Web Self Service• Phone/ Fax / E-Mail• Interaction Center

(Call Agent)• 3rd party Help Desk• Alert Monitor• Shared Service

Center• Test case• Project issue

Receive incident

Prioritization /Categorisation

Search for solution

Process incident

Dispatch incident

Integrate SAP support/ external HelpDesk

Provide solution

Create knowledgearticle

Report incident *

User Confirmation

Confirm working time

Close incident

Create ChangeRequest

Create problem

Identify referenceobjects

Prioritize andcategorize problem

Assign knowledgearticles to problem

Auto completeproblem

Assign and lockrelated incidents

Dispatch problem

Create knowledgearticle

Confirm working time

Close Problem

Create ChangeRequest

End User Incident Processor Problem Processor

Application Incident ManagementUse case 1: IT Service Management standard process


Business User Key User SAP ServiceMarketplace

Customer SAP

SAP ApplicationSAP

NotesDatabase

CustomerKnowledgeDatabase

SAP Support

Search for

Solution

Incident is

recorded

Forward

Problem

Solution

Root Cause

Root Cause

Solution

Root Cause

Application Incident ManagementUse case 2: SAP support centric use case


Application Incident ManagementUse case 3 : 3rd Party Help Desk Interface

GoalSAP Solution Manager offers a bi-directional interface that enables the exchange of messagesbetween Service Desk and third party help desk tools or another SAP Solution ManagerService Desk. It enables customer to use SAP Solution Manager for SAP related incidents inaddition to an existing Help Desk tool.


Application Incident ManagementUse Case 4: Shared Service Center running on SAP CRM

IncidentManagement

Billing andCostAllocation

ProblemManagement

ChangeManagement

KnowledgeManagement

ResourceManagement

Service LevelManage-

ment

IBase andObject

Manage-ment

Application Incident Management

• SAP CRM Release 7.0 provides a standardinterface to SAP Solution Manager, for IncidentManagement.

• Incident messages can be transferred fromCRM to the SAP Solution Manager for furtherprocessing, e.g. by Global SAP Support.

• The incident messages are replicated and theCRM status keeps synchronized while theprocessing in SAP Solution Manager.

IT Tickets


Application Incident ManagementUse Case 5: Build & Design Phase

Create & track issues in configurationCreate & track issues in design

Make Business Blueprint and Configuration issues transparent

Build& Design Test Deploy Operate

SystemAdministrator

BusinessProcess Expert

SAP Support@customerKey User

BusinessProcess Expert Key User

SAP Support &Partner Eco System

Assign Business processes to tickets


Application Incident ManagementUse Case 6: Test Phase

Log & track test defects

Use Service Desk for central test defect resolution


SystemAdministrator





Error while testing

Create a Service Desk message withcontext of test case

Determine route to test case owner

Set status of test to ‘error’

Test case successfully finished

Testing

Integration Testing

Resolve error and return to tester

Retest the test case and confirm ServiceDesk message


Application Incident ManagementUse Case 7: Deploy Phase

Create follow-up activity to deploy changes to resolve an incident

Service Desk to log business change requirement


SystemAdministrator





Create a Change Document

Support employee creates follow-upChange Request from incident

Implement SAP Note

Change Request confirmed byChange Manager

Incident

Solve incident with SAP note

Test changes

Deploy in productive system

Feedback to support employee/requester


Application Incident ManagementUse Case 8: Operate Phase

Business Process Monitoring alertsTechnical Alert Monitor

Application Incident Management supports the workflow forresolution of alerts , increases the availability of the ITsolution, and minimizes negative business impacts


SystemAdministrator






Agenda



Investments in next Generation of ApplicationIncident Management

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any timefor any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but notlimited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement


Application Incident ManagementEase of Use and Consumption

Highly configurable web based UIArchitected for different user types from the ground upEasy consumption through predefined business user rolesIntegration in SAP Solution Manager Work Centers

IT ProfessionalProvisioning of expert

knowledge

IT End-UserEntering and tracking of

incidents

IT Service DeskCentral interface to assist

end-users



Incident Details (1)

In the Incident (ServiceRequest) Detailsyou can document

who has reported theissue and who isresponsible for itthe processing statusSLA datesthe impact, urgency,priority and multiplecategoriestextual descriptions ofdiverse text typeswhich objects areaffectedwhether the incident isassigned to a problem,request for change, orknowledge article




In the incident you haveaccess to

DispatchAuto CompleteFind Related ProblemsFind Knowledge ArticlesUnlockSend E-MailPrint / Print PreviewDisplay Object Relationships

You can create an incident ‚from scratch‘or from a template.You can copy an existing incidentYou can create follow-up transactionsfrom the incident, for example, a problemor a change request




Beneath the “Details” block, you have access todetailed assignment blocks such as

SAP Attributes and Collaboration activities

Related knowledge articles and further relatedtransactions

Attachments and notes (correspondence, SAP Notes)

Multiple ALM process integration (Test, Alerts, Projects)

Date and duration information

Time recording

Organizational data and parties involved

Change history and processing log

3rd party Help Desk interfaces



Outlook next releaseIncident Search


Application Incident ManagementConfiguration steps



Application Incident ManagementBest reading path

1 2 4

76

5

8

9 10

E2E Operation Standard- Incident Management -

SAP Help Portal –online Documentation

Self Learning Maps- Solution Manager & SAP CRM

ITSMTraining curiculum

Technical papers aboutInstallation / configuration

Developer Network Forum- SAP Solution Manager -

ALM overview SAP ITSM overviewApplication Incident

Management(Overview & offline demo)

Galileo Pressreleases

3


Business Continuity Business Process Improvement

Reduced TotalCost of Operations

Protection of Investmentand Accelerated Innovation

Benefits of Application Incident Management

Standardized, integrated, andcontrolled Application Life-CycleManagement

No additional license costs for a Help Desk and rootcause analysis toolsIntegration of all support levels (User, SAP experts@customer, SAP Support & Partner support)Incident Management Integration in other ALMprocesses

Improved business involvement in IncidentManagement processEnd users can create messages from within anySAP system or from a browserBusiness Process assignment of incidentsAll SAP system data and context is collectedautomatically!

Innovation through high flexibility andopenness

Low implementation effort (“Ready to run”) howeverwith high flexibility in customizationEasy to enhance and to personalize User interfacesIncident exchange with 3rd party Help Deskapplications

Increased incident and issue transparencyLow meantime to resolution for incidents trough:

Integration with SAP Global Service & Supportand SAP Partner EcosystemStandardized methodology for problem analysis

Reduced downtime through root cause anlaysis toolsand known issue databases


Application Incident Managementin a nutshell

1 Application Incident Managementlowers incident resolution time andkeeps the Business processes running

Business IT

2 Application Incident Management is highlyintegrated with ALM functionalities an can beextended to an ITIL compliant IT ServiceManagement solution

"Incident management is a very important aspect in our business, especially since we use SAP in theprocessing of our mission-critical transactions. The proper establishment of processes and tools tomanage the collaboration between the involved parties will greatly affect efficient resolution of theseincidents. Incident management has improved service support quality, accelerated time from issuedetection to the issue resolution and has provided a more efficient means of collaboration andcommunication with our external SAP support partner. More importantly, it has reduced the time to solveissues by 60%, therefore improving end-user satisfaction.“

Raquel M. Crosostomo, Head of Technonolgy Group, BPO International

3 SAP Solution Manager delivers preconfiguredtools to analyse changes, workload, andexeptions in managed systems


Further Information

SAP Public Web:SAP Developer Network (SDN): http://sdn.sap.com/irj/sdn/almSAP Public Web IT Service Management :http://www.sap.com/solutions/business-suite/crm/itservicemanagement/index.epx

SAP Service Marketplacehttp://service.sap.com/almhttp://service.sap.com/rkt-solman

Related Workshops/Lectures at SAP TechEd 2010ALM273 Using and Configuring the Service Desk in New SAP Solution Managerfor New and Existing Customers, Hands-on , Thu, 2:30 p.m.–4:30 p.m.

http://sdn.sap.com/irj/sdn/alm

http://www.sap.com/solutions/business-suite/crm/itservicemanagement/index.epx

http://service.sap.com/alm

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

ContactQuestions?Please complete your session evaluation.

ContactQuestions?Please complete your session evaluation.

We appreciate also your comments on the ITSM questionnaire.


No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries,eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+,POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex,MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or othercountries.Oracle is a registered trademark of Oracle Corporation.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.Java is a registered trademark of Sun Microsystems, Inc.JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respectivelogos are trademarks or registered trademarks of SAP AG in Germany and other countries.Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products andservices mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. in the United States and in othercountries.All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only.National product specifications may vary.The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without theexpress prior written permission of SAP AG.This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies,developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/ordevelopment. Please note that this document is subject to change and may be changed by SAP at any time without notice.SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or otheritems contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties ofmerchantability, fitness for a particular purpose, or non-infringement.SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of thesematerials. This limitation shall not apply in cases of intent or gross negligence.The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot linkscontained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

© 2010 SAP AG. All Rights Reserved

The New Service Desk for Incident and Problem Management...

Documents

Transcript of The New Service Desk for Incident and Problem Management...