What’s New in 7.1 IT Service Management

Andy Lawrence

SAP UKI Ltd

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Agenda

IT Service Management– SAP’s Solution

What’s New in 7.1 – IT Service Management

IT Service Management Process

Demonstration

How To Implement IT Service Management

Summary

IT Service Management

– SAP’s Solution

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How the New SAP Solution Manager Supports Business & IT

SAP Solution Manager 7.1 provides:

Better coverage of the complete customer solution, leveraging

your investment in SAP Enterprise Support

Deeper integration with SAP partners, thus protecting your

existing investments in other tools

Enhanced usability, thus driving acceptance in your IT

organization

ITSM on SAP Solution Manager 7.1 provides:

Incident , Problem & Change Management for your complete IT

landscape based on SAP CRM 7.01

Deep integration into ALM capabilities of SAP Solution Manager

Integrated Configuration Management capabilities for business

processes, applications & infrastructure

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Integrated IT Service Management and

Application Lifecycle Management

SAP Solution Manager integrates Application Lifecycle Management and IT

Service Management processes on a single platform.

SAP

Solution

Manager 7.1

CRM 7.01

SAP Solution

Manager 7.0

ITSM

ALM

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SAP IT Service Management ITIL®-compliant IT service and support processes

* pricelist component Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm

Externally verified IT service and

support processes

Incident Management

Service Request Management

Problem Management

Change Management

Knowledge Management

Installed-Based & Object Management *

(for Configuration Management)

Service Level Management

Customer

Incident &

Service Request

Management

Service Level

Management

Installed-Base &

Object

Management

Knowledge

Management

Change

Management

Problem

Management

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Integrated IT Service Management and Application

Lifecycle Management processes with SAP Solution

Manager 7.1

IT Service Management

Event

Management

(Alerts)

Incident

Management

Impact & Root

Cause

Analysis

Problem

Management

Maintenance

Management

Change

Management

Test

Management Deployment

Management

Knowledge

Management

Application Lifecycle Management

What’s New in 7.1?

- IT Service Management

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New Features in Application Incident

Management

New web user interface and improved usability

Introduction of problem management to setup an ITIL-verified process

Extensibility with SAP CRM 7.0 Service or SAP ERP functions

Enhanced search capabilities (incl. full text search) and improved knowledge

management

Template Support

Improved SLA functionalities (e.g. escalation functionalities)

Additional inbound channels (interaction center, e-mail)

New reporting capabilities (interactive reports, ITSM predefined BI queries,

ITSM dashboard)

SAP collaboration support – guided procedure / wizard

Additional ALM integration to test management, business processes of projects

or solutions

Web Services

Usage rights extended to customer solution* and full scalability beyond

customer solution IT-wide usage enablement through multilevel categorization

(not limited to SAP components)

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Architected for different user types to define the layout

Easy consumption through predefined business user roles for IT Service Management

IT Service Desk*

Central interface to

assist end-users in

Call Center

* SAP CRM ITSM pricelist product

SAP Solution

Manager

Professional

Processing incidents/

problems /changes

IT Service

Requestor

Entering and

tracking of

incidents

Predefined Business Roles

Highly configurable web-client user interface

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Highly configurable web-client user interface Personalizing the User Interface

General Settings

‒ Date and time format

‒ Enabling the UI Configuration

‒ Enable Favorites

‒ Dropdown Listbox settings

Personalize Layout

‒ Navigation Bar (Direct Link

Groups)

‒ Layout (Skin, Text Size)

Home Page Set-up

‒ Application Links

‒ Widgets

‒ Web Links

Personalize User Data

‒ Password settings

‒ User Information

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Incident & Service Request Management Increase efficiency of responding to user requests

Highlights

Related searches based

on Categorization

Multiple inbound channels

through ALM integration

Flexible UI enhancements

(Auto) Dispatch to Teams

based on end user data

or system data or

categorization

Incident & Service Request Management

Capture, document, and track all user requests from creation to resolution

Customer

Service Level

Management

Installed-

Base &

Object

Management

Knowledge

Management

Change

Management

Problem

Management

Incident &

Service

Request

Management

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Problem Management Investigate and resolve issues in the IT infrastructure

Highlights

Combine multiple

incidents with same

cause & lock related

incidents

Deep investigation of

issues with Impact & Root

Cause Analysis

Forward problem

messages to SAP

Create Tasks, Knowledge

Articles or Request for

change as follow-up.

Problem Management

Investigate, resolve, and document issues in the IT as well as workarounds or

solutions to them.

Customer

Incident & Service

Request

Management

Service

Level

Management

Installed-Base

& Object

Management

Knowledge

Management

Change

Management

Problem

Management

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Knowledge Management Leverage organizational knowledge to meet user’s needs

Highlights

Multi -language, Approval

concept

Publish knowledge to 1st

Level support & end users

Use integration in Service

Desk, incidents and

problems

Knowledge Management

Document solutions and share information, documents and

FAQs within your company.

Customer

Incident & Service

Request

Management

Service

Level

Management

Installed-

Base &

Object

Management

Change

Management

Problem

Management

Knowledge

Management

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Installed-Base & Object Management Gain complete visibility of your configuration items

Highlights

Download IT assets from

SAP ERP

Show object relationships

and related service

transactions

Installed-Base & Object Management

Track and manage configuration IT items which are referenced in

service processes

Customer

Incident & Service

Request

Management

Service Level

Management

Knowledge

Management

Change

Managemen

t

Problem

Management

Installed-

Base &

Object

Management

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Service Level Management Optimize service delivery and provide transparency

Highlights

Escalation procedure

based on IRT & MPT

Define SLAs on object,

Business Partner or

contract level

SLA determination on

priority and service times

Ignore SLA irrelevant

status for duration

calculations

Service Level Management

Define and manage all IT services and their related service level

agreements

Customer

Incident &

Service

Request

Management

Installed-

Base &

Object

Management

Knowledge

Management

Change

Managemen

t

Problem

Management

Service

Level

Management

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Connectivity to SAP

managed

system Frontends

Application Incident Management Infrastructure

Projects

SAP CRM 7.0

IT Service Mgmt

1:n SAP Solution

Manager Service

Desk

3rd party Help Desk

SAP Global

Support

Backbone

&

Partner

Ecosystem

Service Desk

Interface

Montoring & Alerting

Change Control

Management Test Management

Root Cause Analysis Interoperability

with ALM processes

SAP

Collaboration

Application Incident

Management

SAP Gui

SAP

Portal

SAP NW Business

Client

SAP CRM

WebClient

IT Service Management Process

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Problem Management

New ITIL compliant Incident & Problem Management

process

Create

Incident

message Analysis

Search

solutions &

Dispatch

Lock related

incidents

Deep issue

investigation

Provide

solution &

Update

Incident(s)

Multiple

inbound

channels

IT Experts

Incident Management

Handover to

Problem

Management

Create

Problem

message

Create

Knowledg

e Article

Create

notifications Create

tasks

Handover to

Change

Mngmt.

Create

Request

for

Change

IT

Support

1st Level

Business

User IT

Support

2nd Level

Demo

Incident Management & Problem Management

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Application Incident Management Overview- Process

Enduser Self

Service

Receive

Search

Forward

Provide Solution

Analytics

SAP solutions

Incident & Problem Management

Dispatch

Analyze 3rd party Help Desk

Phone & E-Mail via

Interaction Center

ALM process (Test,

Implementation,

Alert,etc.)

SAP Support

Change Request

3rd party Help Desk

Tasks

Known Error

Incident inbound channels Incident/Problem follow-ups

How To Implement IT Service

Management

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Implementation Services IT Service Management on SAP Solution Manager 7.1

Expectations

User acceptance testing

End-user training

Onsite and remote support

Project Realization

Successful rollout and

adoption

Configuration documentation

Scope definition

Share standard processes and best practices

Prerequisites check

Project

Preparation

Mutually-approved

scope document

Working SAP ITSM SAP Solution Manager

Project management

Kick-off workshop participation

Preparing technical

infrastructure

Project

Discovery

Project plan for the

SAP ITSM on SAP Solution Manager

Implementation

Testing

Key user training

Go-Live &

Closing

Superior support to

ensure smooth functioning

Results

1 2 3 4

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Expert Guided Implementation Training, Practical Experience, Expert On Demand

*Planned for Q4/2011

Day 1 Day 2 Day 3 Day 4

SAP expert explains step-by-

step configuration using

training materials

Execution,

2-3 hours on the same day

Participants have

direct access to an

SAP expert who

directly supports them

remotely, if necessary,

during the execution

Empowering, Web session, 1-2 hours each morning

Participants execute

demonstrated steps

within their own project,

on their own SAP

Solution Manager

software

Expertise on

demand

Day 5 ITSM EGIs*

Setup Change Request

Management

Setup of Application Incident

Management

Technical Upgrade SAP

Solution Manager 7.1

Upgrade of Change Request

Management from 7.0 to

7.1

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

Summary

© 2011 SAP AG. All rights reserved. 27 Confidential

ITSM on SAP Solution Manager

Integration with IT Service Management Processes Follow the ITIL Best practices with SAP Solution Manager

The SAP ITSM processes for the comprehensive IT (not only for SAP related

services)

Extensibility (Financial Mgmt., Requirements Mgmt., Configuration

Management, etc.)

Highly configurable web-client user interface Easy to adjust and enhance for custom ITSM processes

Design user specific roles and layouts

Additional service document functions New search functionalities improve the speed of resolution to reduce downtimes

Higher user acceptance through guided procedures

Usage of templates makes the processors more effective

Controlling of exceptions and the possibilities to analyze IT Service processes

with ITSM analytics

Others ITSM in conjunction with ALM processes complements the IT processes

Multiple channels to report incidents (Self Service, SAP application, Call Center,

Testing, Projects, Monitoring & Alerting, etc.)

© 2011 SAP AG. All rights reserved. 28 Confidential

IT Service Management on SAP Solution Manager 10 steps to make yourself an expert

1 2 4

7 6 5

8

9 10

SAP Solution Manager Book

(release in Q4/2011)

SAP Help Portal –

http://help.sap.com Self Learning Maps

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

SOLMAN SAP Training “SM 200”

Best Practices Configuration

Business Process Repository

Developer Network Forum

- Wiki, Forum& Blogs-

ALM overview

http://service.sap.com/ALM SAP Whitepapers Overview, Demos & Guides

http://service.sap.com/ALM-Processes

Expert Guided

Implementation -

Service

3

© 2011 SAP AG. All rights reserved. 29 Confidential

Summary Key Take-Aways of SAP IT Service Management on SAP Solution Manager

Highlights

ITIL compliant & certified IT Service

Management tool

Web-based user interface which is

highly flexible and easy to extend

End-to-End process integration into

Application Lifecycle Management

One solution to manage both SAP and

non-SAP components

Highly preconfigured – “ready to use

out-of-the-box”

Thank you!

Andy Lawrence

SAP UKI ALM Consulting

07808 575 227

andy.lawrence@sap.com

Clair Walton

SAP UKI ALM Consulting

07808 575 210

clair.walton@sap.com

Best practices

Bench- marking

Partner Integration

Expert advice