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ALM Solution Management
May 2012
Change Request Management News With SAP Solution Manager 7.1 SP5
© 2012 SAP AG. All rights reserved. 2 RKT
Disclaimer
This presentation outlines our general product direction and should not be relied on in making a
purchase decision. This presentation is not subject to your license agreement or any other agreement
with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to
develop or release any functionality mentioned in this presentation. 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. SAP assumes no responsibility for errors or omissions in this
document, except if such damages were caused by SAP intentionally or grossly negligent.
Introduction & Overview
© 2012 SAP AG. All rights reserved. 4 RKT
Change
Request
Management
Change Control Management The Whole is More Than the sum of its Parts
Quality Gate
Management
Change and Transport
system (SAP / Non SAP)
Transport
Analytics /
Configuration
Validation
Transport
Management
Retrofit
Change
Control
Management
© 2012 SAP AG. All rights reserved. 5 RKT
Change
Request
Management
Change Request Management How you can Evolve Change Management in Your Organization
Medium
Additional ALM Integration with
Projects / Solutions / Test Mngmt.
Full
Introduce
„Request for
Change“ Process
Basic
Change Documents with workflow
and transport management
Change
Request
Management
Change Request Management: Basic
Establish basic build management processes
with tool support
Control your Transports with Change Request
Management
Control development activities of each change
via workflow
Change Request Management: Medium
Benefit from additional integration functionalities of
Change Request Management
Enrich your change management processes with
other ALM functionalities like test management or
solution documentation
Use Change Request Management to control the
check-out/check-in process of your solution
Change Request Management: Full
Establish a full and ITIL compliant change & build
management process
Introduce “Request for Change” process to control
your change activities
Manage changes with additional approvals before
change execution
© 2012 SAP AG. All rights reserved. 6 RKT
Introducing Change Request Management
Change Request Management strengthens the strategy of SAP Solution
Manager as SAP„s application management platform which
Ensures reliability
Reduces Total Cost of Ownership and increases Total Solution Value
Bridges the gap between business requirements and IT
administration
Some Highlights
Provides full control & transparency over change execution
Delivers predefined change management processes & workflows
Incorporates SAP‟s best practices regarding transport management
Fully integrated transport mechanism and change control system to
manage changes across technology stacks and application
components
© 2012 SAP AG. All rights reserved. 7 RKT
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
© 2012 SAP AG. All rights reserved. 8 RKT
Change Request Management Embedded in Application Lifecycle Management
ALM Capabilities
Technical Infrastructure
Transport Management System Enhanced Change & Transport System
IT Service Management Quality Gate Management Test Management Project & Solution
Directories
Job Scheduling
Management
Change Request
Management
SAP Solution Manager
Request for
Change
Service Desk
Message
DEV
QAS
PRD
Controlled transports
Controlled transports
Serv
ice D
esk
Ch
an
ge R
eq
uest
Man
ag
em
en
t
Change
Transaction
Feedback
Requester
Service
Desk
Employee
Change
Manager
Developer
Tester
IT Operator
System
Recommendations
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
© 2012 SAP AG. All rights reserved. 9 RKT
Change Transaction
Create
Incident
message
Approve /
Reject
Request
Process
Request
Execute & document
Change
Test
Change
Request for Change
Handover
to Execution
Create
Change
Trans-
action
Confirm
Change
One Central Process to Control Change Execution
Requester Change
Manager
Approver Change
Manager Developer & IT Staff Tester Requester
Notification
via
Workflow SAP and non-SAP
Changes
Technical & non Technical
Changes
IT Assets Admin Tasks
Change Request
Management supports
all types of changes
System
Landscapes
© 2012 SAP AG. All rights reserved. 10 RKT
Change Request Management Features
Search & Monitoring Change Documentation Manage Project Phases
Huge set of search criteria to
create personalized queries
Export and graphical display of
search results
Common search infrastructure
for all transaction types
Separate change request and
change execution process
Delivered with predefined
workflows and processes for
easy adaption
Integrated in technical
infrastructure
Central management of project
phases via SAP Solution
Manager
Control transport activities via
change request management
© 2012 SAP AG. All rights reserved. 11 RKT
Change Request Management Functionalities
Request for Change Scope
Free scope definition of requests for
change: multiple change transactions
Enhanced Approval Process
Support of multiple approval procedures
Easy customizable and adaptable
Transport Management
Access to all relevant transport
management activities
Fully integrated in change transaction
process
Test Management
Assign Testplan and Testpackages
© 2012 SAP AG. All rights reserved. 12 RKT
Normal Change Urgent Change Admin Change General Change Defect Correction
Supporting all Types of Changes
Regular
maintenance
Implementation
Projects
Depending on
project release-
cycle
Integrated with SAP
Transport
Management
Emergency
Changes
Optimized for fast
processing
Independent from
project release
cycle
Integrated with SAP
Transport
Management
Documentation of
only Administrative
activities only
Related to system
landscape of
change project
Not integrated in
SAP Transport
Management
Changes on IT
Assets
Mobile Devices
Printer
…
Not mandatory
related to any
change project
Used during test-
phase of
implementation or
maintenance
projects
Document test
defects and their
correction
Integrated in SAP
Transport
Management
© 2012 SAP AG. All rights reserved. 13 RKT
Transport Functionalities in Change Request Management
PRE PRD DEV QAS
Normal Change
Test Transports
(Transport of Copies)
Cyclic Testing Repository objects are locked as long as
possible in DEV
Number of transports in production is reduced
Transports of copies are periodically imported
into QAS but do not follow the transport routes
into following systems
Only the original transports can reach
production
Dev System 1
Client1
… Production
System Dev System 2
Client1
…
Test System
Cross-System Object Lock (CSOL)
Workbench and Customizing Objects are locked
Identify changes on the same objects in different
projects
Minimize risk of downgrades through different
go-live dates of changes from different projects
© 2012 SAP AG. All rights reserved. 14 RKT
Change Request Management Reporting
Which change requests are in process/completed...?
How long do change requests take to be completed?
Which transports belong to which change request and vice versa?
What is the current transport status (in which system)?
How many incidents triggered a change request?
How many change requests were declined?
Typical Questions to be answered by Change
Request Management Reporting
New Features as of Service Pack 5
© 2012 SAP AG. All rights reserved. 16 RKT
News in Change Request Management With SP5
The following functional enhancements are planned to be shipped with 7.1 SP05:
Improved Flexibility for Change Request Management
BI-based Reporting and dashboards for Change Request Management
Extended Downgrade Protection and Risk Mitigation
© 2012 SAP AG. All rights reserved. 17 RKT
Improved Flexibility for Change Request Management
Reassign Changes to other Projects
Project A Project B
Decouple / Assign Transports Change Document
Transport A
Transport B
Transport C
Add existing transports to change documents
Decouple transports from change documents
• Changes can be easily reassigned
to another Change Request
Management project!
© 2012 SAP AG. All rights reserved. 18 RKT
Preliminary Import of Normal Changes
Solution Manager
Project 1
Normal Chan. 2
Status:
In Development
Normal Chan. 3
Status:
Successfully
Tested
Tasklist/
Maintenance Cylcle 1
Transport Request
Production System
Buffer of Production
System
Normal Chan. 1
Status:
Authorized for
Import
Import in PRD
Trigger “Preliminary Import”
© 2012 SAP AG. All rights reserved. 19 RKT
Flexible Import Options: Status Driven Import
The Import-Job from Tasklist only
imports transports of Normal Changes
(and Urgent Changes) which are in a
certain state (not all TRs)
e.g. all transports are imported to
production which belong to Normal
Changes in status “Successfully Tested”
Note:
– Standard behavior is still
“IMPORT_PROJECT” – you need to
activate this function via Customizing
– Use only in combination with Downgrade
Protection, to avoid inconsistencies
Solution Manager
Project 1
Normal Chan. 2
Status:
In Repair
Normal Chan. 3
Status:
Successfully
Tested
Maintenance Cycle 1
Transport Request
Production System
Buffer of Production
System
Normal Chan. 1
Status:
Successfully
Tested
Import in PRD
© 2012 SAP AG. All rights reserved. 20 RKT
Downgrade Checks
Multiple Downgrade Checks:
At Change Recording
Before Export
When Reassigning Change
Before Import
Receive warnings before creating potential downgrade situations
or creating a real downgrade!
© 2012 SAP AG. All rights reserved. 21 RKT
Roles in ITSM Analytics
ITSM Processor
Team Manager
Service Manager
IT Manager (CIO)
“Where should I start to
work next?”
“How does my service team
perform?”
“How efficient are my IT Services
and how can I improve them?”
“Are there any major issues
in the IT department?”
© 2012 SAP AG. All rights reserved. 22 RKT
Reporting Capabilities
New Reporting functionalities:
Predefined KPIs based on SAP NetWeaver BI
technology
Dashboard Apps for Change Request Management
© 2012 SAP AG. All rights reserved. 23 RKT
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