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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
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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
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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
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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
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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
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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
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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.)
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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
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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
Clair Walton
SAP UKI ALM Consulting
07808 575 210
Best practices
Bench- marking
Partner Integration
Expert advice
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