ITSM on SM

8/13/2019 ITSM on SM

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© 2013 SAP AG. All rights reserved.

Disclaimer

This presentation outlines our general product direction and should not be relied on

purchase decision. This presentation is not subject to your license agreement or anywith SAP. SAP has no obligation to pursue any course of business outlined in this pr

develop or release any functionality mentioned in this presentation. This presentation

strategy and possible future developments are subject to change and may be chang

time for any reason without notice. This document is provided without a warranty of a

express or implied, including but not limited to, the implied warranties of merchantab

particular purpose, or non-infringement. SAP assumes no responsibility for errors or

document, except if such damages were caused by SAP intentionally or grossly neg



ITIL approach




Service Management with SAP Solution Manager

SAP SAP & non S

SAP Solution Manager 7.0

SAP Solution Manager 7.1

SAP Solutio

+ SAP IT Infrastr

SAP Solution Manager manages all IT Service processes with ITIL com

M

a t u r i t y L e v e l

B u s i n e s

s a n d I T a l i g n m e n t

Business Process Mgmt.

&

Application Management

Infrastructure

Management

8


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SAP Solution Manager verified for ITIL® Service Lifecy

SAP Solution Man

to support proces

lifecycle phases

Currently SAP SolIT Management owns the ITIL v20

all 15 processes th

Management of I

ITIL is integrated

and Run SAP like

The core ITIL bes

delivered out of t

Manager

Service

Strategy

Continual Service

Improvement

Service

Design

Service

Transition

ServiceOperation

Service Design

Service Level Management

Service Catalogue Mgmt.

Capacity Management

Availability Management

IT Service Continuity Mgmt. Service Operation

Event Management

Incident Management

Request Fulfillment

Problem Management

Service Transition

Change Management

Service Asset & Configuration

Management

Release & Deployment Mgmt.

Knowledge Management

Service Strategy

Service Portfolio

Management

Financial Mgmt. for ITServices

© Crown copyright 2011 Reproduced under license from the Cabinet Office



SAP Solution Manager

SAP ERP*

Financial Management

S A P I T I n f r a s t r u

c t u r e M g m t . *

System Landscape for E2E Integrated Service ManageSAP Solution Manager as the central IT integration platform

SAP IT Service Management

Event Management Availability Management

Capacity Management

Service Level Management

Release & Deployment Management

Service Portfolio Management

Service Catalog Management IT Service Continuity Mgmt.

Problem Management

Change Management

Incident Management

Request Fulfillment

Service Asset & Configuration Mgmt

IT Service Desk*



Business User

IT Service Management on SAP Solution ManagerBusiness Roles

1st Level Support

ITSM 1st Level

Support

Pre-Clarification,

Search, Dispatching

IT Service Desk Self Service Portal

or mobile App

Call Agent

Dispatcher

SAP Frontend

Email Inbound

ITSMProfessional

Incident

Manager

2nd / 3rd Level S

ITSMProfessio

Proble

Manag



Harmonized technology from your main Business Software provider

Reduce your application and technology zoo: One application to run all your IT

You have a SAP Solution Manager installation already!

Real integration with your SAP ERP processes

Integration into SAP Business Suite (time recording, financial management, HCM and

resource planning)

Manage all IT levels - from the infrastructure , over application even to the

Business process

Run your IT Services integrated in Application Lifecycle and

Run SAP like a factory processes in SAP Solution Manager

Maximum UI flexibility with latest SAP WebClient Framewor

ITSM core licences are included in your SAP support agreem

Increase Service Management productivity with ITIL compli

Verified on newest „ITIL v2011 Edition“ with all 15 available

How can I argue to switch on SAP Solution Manager w

ITSM processes?



Where to find more information?

Solution Manager Demo

System

Visit our IT Service

Management Wiki in the

SAP Community Network

Additional Service Offerings

from SAP

Presentations, Information,

Demos around IT Service

Management and Change

Request Management

Content is targeted and

tailored for Managers, End-

Users and Administrators

Try SAP Solution Manager

without any risk

Available in the cloud 24x7

Demo scripts available for

many scenarios

www.sapsolutionmanagerdemo.com

Get a

SA

R

Expert Guided

Implementations for SAP

Solution Manager Recorded Webinars

MaxAttention and Active

Embedded

Pre

De

pric

Addlarg

Ind

Co

Best Practice Book now available: IT Se

Management wi th SAP Solut ion Mana

http://wiki.sdn.sap.com/wiki/display/SAPITSM/SAP+Solution+Manager+-+ITIL+Certified






http://wiki.sdn.sap.com/wiki/display/SAPITSM



New features & functions in SP10




Released Features in ITSMMajor enhancements 7.1 Support Package 5

New WebClient Business Roles for IT Requestors and 1st Level

Support

Service Request Management Integration with SAP IT Infrastructure Management

ITSM Analytics with BW reporting and dashboards

Guided procedure of SAP ITSM Setup (integrated in

SOLMAN_SETUP)

Mobile App for Incident Management And Change Management

Usability improvements

Widgets

Related source




Planned new Features in ITSMMajor standard enhancements 7.1 Support Package 10

Custom fields in ITSM BW Templates

Enhanced Status schema

Email inbound inbox in Dispatcher Role

Service Catalog

My Messages Widgets

Issue Management integration

Substitution of Business Partners

Enhanced Task Management

Knowledge Article converting in pdf documents

Search usability improvements (attachments, new search

attributes)

Single Point of Contact

CI Authorization via Org Modell & Extended BP Management

with LMDB integration

1 2 3 4

Service

rder

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 wi

without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo

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Custom fields in ITSM BW Templates

Multiple dummy fields in ITSM BW templatesavailable

10 fields of data typ CHARACTER (length: 60)

10 fields of data typ DATE (length: 60)

10 fields of data typ DECIMAL (length: 15)

Mapping with custom fields (e.g. new fields

created with AET-application enhancementtool) in IMG via a BADI

AI_CRM_IM_GENFIELDS_DEFAULT

Standard BADI already mapped with 5 Standard

Dummy fields from BTServiceH

Available in all ITSM templates: Overview, Incident,

Problems, etc.

Use standard ITSM BW templates to report on custom fields






Enhanced Status schema

Substatus

Substatus Additional drill down field set a more detailed

status based on the main user status.

You use substatus, for example, to display the

different reasons of why a status is assigned.

You can define several substatus for each main

user status.

Status-Dependent Required Fields

Specify which UI fields are to be checked when

you change the user status of the incident. If the

selected fields are empty, an error message is

sent, and the user status is not changed

Prerequisite: Activated BAdI implementation

AI_CRM_IM_STATUS_CHECK_CHANGE

Status dependent fields and information have to be set before cont






Email Inbound inbox in Dispatcher Role

Receive e-mails fromend users

Transfer e-mails into

incidents or service

requests

Rejection of e-mails

possible

Solutions will beprovided via e-mail

automatically

Replies from end user

will be attached to the

existing IT document

due to an auto

tracking ID

Search for new e-

mails to evaluate andispatch

Dispatcher Inbox for inbound e-mails and undispatched inciden






Service Catalog

Simplified Service Catalog in Enduser UI

Select from available Service products

Find detailed service information

Easy guided procedure to proces the service order

Service Order specific questionnaires

Service Delivery

Approval of Service Order

Service Order product could contain

– Service Request

– Material

– Licenses

Service Fulfillment

Integrated in Service Request Fulfillment process

New preconfigured process to enable Service ordering like product orderi






Service Order process

Predefined service order process

for any IT related items includes

several integration interfaces to

enhance the process

Integration possibilities in ERP / 3rd

party

Material purchase

External Service Request

Pricing / Costing

Web Channel

Web Shop UI

License Management

Intellectual Property Management






My Messages Widgets

Selection of transaction types CHARM

Support messages ( SLFN)

Operations Task

Service Requests

Customizing for status Selection

Filter on Business Partner

Reporter

Processor

My Team

Substitution Maintenance

Receive a personalized quick overview about transactions in your resp






Substitution of Business Partner

Who substitute for me Define one or more Business Partners as

substitute for me

Displays all my documents in the partners

Widget inbox

For whom I substitute

Define one or more Business Partners that I wantto substitute

Displays all documents of the partners in

myWidget inbox

Define a validity date range

Set authorizations to limit substitutions for

internal organizations only

Set colleagues as your substitutes to let them work on your documents whil






Issue Management Integration

Create issues out of incidents Issues from the SAP Solution Manager

process Service delivery can be created in

Incidents

Create / Assign incidents out of

issues

Incidents can be one part of issueresolution. Creation or assignment of

incidents in the issue process is possible.

Relationship is displayed in the

„Related sources“ assignment block

Summary of issue information

Direct navigation into issue processing UI

Create relationship between your ITSM incidents and SAP Service Deliv






Enhanced Task Management for Service Request Manag

Guided Procedures (GP)

Alternative feature tochecklists in Service Request

Determination via Rule policy

Predefined operations tasks

with responsibility owners

GP contains sequence,

descriptions, links,

transactions and logging

Define own guided

procedures based on SAP

Solution Manager´s Guided

Procedure Authoring

environment

Transaction: GPA_ADMIN

Alternative Service Request Fulfillment with guided processe






Knowledge Article

Auto convert Knowledge Article into pdf as

attachment

Via scheduling PPF action

SMIN_STD_ADD_KA_ATTACHMENT

Only released KAs will be converted

Makes KAs also visible in IT Incident Management

mobile app

Auto convert KA in pdf while sending an

eMail

Integrated in Auto Email notification

If incident contains a KA, a pdf version of the KA

will attached to the eMail reply.

Action: SMIN_STD_MAIL_FORM

– Container value setting:

ADD_KNOW_ART_TO_MAIL = X

800235 -Knowledge Article






Single Point of Contact

A ‘Single Point of Contact’ business partner can beentered, before forwarding the message, to ensure that a

single person remains responsible for the complete

lifecycle of the incident, no matter to which team or

support organization the message is forwarded to.

Assignment in „Involved Partner“ AB

– To display SPOC in Overview AB Mapping between

generic Partnerfunction and BP function

Single Point of Contact (SPOC) keeps involved in the whole lifecycle of t



CI A th i ti i O M d ll & E t d d BP M




CI Authorization via Org Modell & Extended BP Managem

LMDB integration

Restricted access to LMDB systems byauthorization and organization assignment

See all LMDB objects assigned to me directly…or

See all LMDB objects assigned to my

organization… or

See all LMDB objects

Assignment of Business Partners to LMDBobjects

Maintain responsible Business Partners in the

LMDB into the masterdata of the Configuration

Item masterdata

Responsibility and authorization of LMDB can be flexible contro

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 withou

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,

N F t i ITSM




New Features in ITSMService Provider enhancements in 7.1 Support Package 10

Plausibility check for business partner data entry

Enhanced SAP component selection

SAP Notes Assignment Block in Requester UI

Single sign-on using SAP Service Marketplace Certificate

End user widget for messages of own organization

Substitution function in message widgets.





ITSM mobile apps




SAP IT Incident Management

Employees need to be able to create IT related incident

having to log-on to SAP Solution Manager

Creating an incident messages for IT assets like printer

time and place of the problem identification

• Role: All employees

• Target Segment: All LOB

• Version: 1.0

• Availability: Since 11/2012

• Prerequisites: SAP Solution Manager 7.1 SP6

• Mobile Device Support: iOS 5.0, 6.0

SAP Mobile Business Impact

Typical Business Challenges

Capabilities

Facts & Figures

With the SAP IT Incident Management mobile app for i

employees can initiate and follow up on their incident m

anytime.

This app connects to the SAP Solution Manager IT Serand allows end users to create and edit incident messa

or iPad.

Create incident messages

Attach photos to your messages

View the processing status of your incident messages

Reply to and confirm your incident messages

Link on SAP.com Video

http://www54.sap.com/solutions/tech/mobile/software/lob-apps/it-incident-management/index.html

http://www54.sap.com/solutions/tech/mobile/software/lob-apps/it-incident-management/index.html




Problem Managem

Create

Incident message Analysis

Search

solutions

& Dispatch

Lock incidents

Deep issue

investiga-

tion

Provide sol

Update Inci

Multiple

inbound

channels

Incident Management

Handover

to Problem

Mgmt.

Problem

message

-optio

CreKnow

Art

-optional- Create

notifications -optional-Createtasks

IT ExBusiness User IT Support

1st Level

IT Support

2nd Level

ITIL compliant Incident & Problem Management process




SAP IT Change Approval

Change Managers need to judge and decide on reques

Critical information is often not available when needed,

workflow

• Role: Change Manager

• Target Segment: IT Organisation

• Version: 1.0

• Planned Availability: 11/2012

• Prerequisites: SAP Solution Manager 7.1 SP6

• Mobile Device Support: iOS 5.0, 6.0

SAP Mobile Business Impact

Typical Business Challenges

CapabilitiesFacts & Figures

With the SAP IT Change Approval mobile app, change

follow up on their requests for change anywhere and a

This app connects to the SAP Solution Manager applic

allows end users to approve and reject requests for cha

iPad.

• Approve and reject requests for change and enter com

• Display all requests for change to which you are assign

• Display the processing status of your requests and sor

date

• Display detailed request information, such as, scope, a

and attachments




Change Transac

Create

request for

change

Approve / Reject

Request

Process

RequestExecute & document Change

Tes

Chan

Request for Change

Handover

to Execution

Create

Change

Trans-action

Requester Change Manager Approver Change ManagerTester

Notification

via

WorkflowSAP and non-SAP

Changes

Technical & non Technical

Changes

IT Assets Admin T

Change Request Management

supports all types of changes

System Landscapes

Developer & IT Staff

One central process to control change execution




Prerequisites & Additional Information

Prerequisites

SAP Enterprise Support or higher

SAP Solution Manager 7.1 SP6

Basic & Scenario configurations ( SOLMAN_SETUP Wizard)

Activated SAP NetWeaver Gateway on SAP Solution Manager or Central SAP NetWeaver

Optional –Sybase Unwired Platform

Maintenance & Support

Non-periodical updates per App --> automatic notifications via Apple and Google Store

Error messages via SAP components (MOB-APP-SMG…)

More information:

Apps: http://store.sap.com

Help: http://help.sap.com/sm-mobileapps

http://store.sap.com/

http://help.sap.com/sm-mobileapps




http://store.sap.com/





Thank you

Contact information:

David Birkenbach

Senior Solution Manager

[email protected]

Documents

ITSM on SM