Enhacement SP Solman 7.1

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ALM Solution ManagementMay 2013

Change Request ManagemenOverview & Latest Enhancements


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2011 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


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Introduction & Overview


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Change

Request

Management

Change Control ManagementThe 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


5/65 2011 SAP AG. All rights reserved.

SAP Solution Manager verified for ITIL Service Lifecy

SAP Solution Mato 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

ServiceDesign

Service

Transition

Service

Operation

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 PortfolioManagement

Financial Mgmt. for IT

Services

Crown copyright 2011 Reproduced under license from the Cabinet Office



Change Request Management embedded in Applicatio

Management

ALM Capabilities

Technical Infrastructure

Transport Management System Enhanced Change & Transport System

IT Service Management Quality Gate Management Test ManagementProject & Solution

Directories

System

Recommendations

This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This docum

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

Change Request

Management

SAPSolution Manager

Request forChange

ServiceDeskMessage

DEV

QAS

PRD

Controlled transports

Controlled transports

ServiceDesk

ChangeRequestManagement

Change

Transaction

Feedback

Requester Service Desk

Employee

ChangeManager

Developer

Tester

IT Operator



Change Request Management closes gaps between

Processes and Technical Tools

Process Layer: Change & Release Management Process

Technical Layer: Implementation / Execution of Changes

Create

Request forChange

Process

Request forChange

Handover to

Execution

Manage Change

Execution

Coordina

ReleaseDeployme



Change Executi

Create

Request for

Change

Approve /

Reject

Request

Process

Request

Execute & document

Change

Test

Chang

Request for Change

Handover

to Execution

Create

ChangeTrans-

action

One central process to control change execution

Requester Change

Manager

Approver Change

Manager

Developer & IT Staff Tester

Notificationvia

WorkflowSAP and non-SAP

Changes

Technical & non Technica

Changes

IT Assets Admin Ta

Change Request

Management supportsall types of changes

System

Landscapes



Change Request Management Features

Search & Monitoring Change Documentation Manage Project

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 manag

phases via SA

Manager

Control transp

change/releas

request manag



Change Request Management Functionalities

Request for Change

Free scope definitio

change: multiple cha

Enhanced Approval

Support of multiple a

Easy customizable a

Transport Manageme

Access to all relevanmanagement activiti

Fully integrated in ch

process

Test Management

Assign Testplan and


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Ensure proper testing and reduced downtime

Iterative testing: Possibility to test changes in Qreleasing origin

Only original transport will be released - less transports fo

mean less import times

Transport of Copies is built-in into standard ChanManagement processes

PRE DEV QAS

Original Transport

of Normal Change

Transport of Copies


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Ensure integrity and safety for your IT infrastructure

Receive warnings before creating potential downsituations or creating a real downgrade!

2) Downgrade Protection Check1) Cross-System Object Lock (CSOL)

Dev System 1

Client 1Production

SystemDev System 2

Client1

Test

System

Cross System Object Lock

Object A

Object A


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Avoid critical situations caused by changes on import

Define critical objects

Approve critical objects

Create a blacklist of critical objects and control ato those sensitive objects with additional approvals


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Reporting & Tracking Functionalities

Whichchange requests are inprocess/completed...?

Howlongdo change requeststake to be completed?

Whichtransports belong towhich change request and viceversa?

Whatis the current transportstatus (in which system)?

How many change requestswere declined?

Change Request Management - Reporting Change Request Manag

Sequence Dependency analsequence violations of custworkbench requests.

Delta Analysis for Change Rbased transports and chang

W Content


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Powerful reporting and analytics capabilities based on

Multiple Filter Values

to redefine data

Graphical

representation of Data:

Requests for Change by

Status

Ta


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Enhancements of Service Pa


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OverviewEnhancements in Change Request Manage

Integration with SAP PPM

Enhanced Approval Management & Substitution Feature

Integration with IT Calendar

New Scenarios and Enhancements for Retrofit

Pre-Configured Email Notifications based on HTML Mails

New Import Strategy: Selective Import

Enhanced Home-Widgets

Additional minor Usability and UI improvements


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SAP Portfolio and Project Management and SAP Solution Manage

PPM = SAP Portfolio and Project ManagementPPM-PFM = Portfolio management of PPM including cross project Resource Management (formerly know as xRPM)

PPM-PRO = Project management of PPM including project Resource Management (formerly know as cProjects)

Customers can leverage SAP PPM as the project planning

and scheduling tool in SAP Solution Manager

SAP Solution Manager is and remains the project execution

toolChange Management is now integrated in PPM-PRO

The PPM/SAP Solution Manager is only available if PPM isdeployed on the SAP Solution Manager

SAP Solu

SA

PPMIT Portfol

(PPM-PFM

IT Projec(PPM-PRO

Project Accounting

PSP or IO


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SAP Portfolio and Project Management and SAP Solution Manage

Scope of Integration

Provide visibility and functionality to help keep projects o

Enable role-based resource management for project exa

Manager

Drive standardization for a uniform management approac

Foundation to facilitate IT project portfolio governance

Remove media-breaks between PMO and Change Mana

Increase transparency on PMO side, through automatic d

Enable accounting for changes, based on t imes recorded

When in the PPM project you can:

Assign Solution Manager projects to PPM projects

Automatically crate request for change in SAP

Solution Manager from a PPM task

Resources are solely managed in PPM

Definition of roles

Staffing of resources

Resources are transferred to the SAP Solution

Manager

When in the SAP Solution Manager you can:

Find PPM project and task information inside SAPSolution Manager

Create PPM task out of request for change

Time recording can be done in the request for

change and the data is transferred to the PPM task

Key benefitsScope

PPM Project

C

R

Man


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Enhanced Entity Modell (ITSM / Project Management /

Change Documents(Change Execution)

End User Self

Service Portal

E-Mail /

Phone

Mobile App / 3rd party

Help Desk

Application Lifecycle Management

CTS+, Root Cause Analysis,

ALM Process

Integration

Software Infrastructure

Operations (with SAP ITSM )

Incident

Request for

Change

Kn

A

Service

Request

P

Request for

Change

cProjects

Project

Task

TaskRequest for

Change

Portfolio

Item

Portfolio

1

1

11

1

n

1

n

This presentation and SAPs 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 i

either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement

1

IT PPM (with SAP PPM)


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OverviewNew Integration Features with SAP PPM

SAP PPM Project can be linked with SAP Solution Manager project

Project Management specific information are set to read-only in SOLAR_PROJECT_

PPM Tasks can create Request for Change

Link between Task and CRM Transaction will be established

Relevant data is transferred from PPM Task to Change Transaction

1:1 relationship between Task and CRM document

Time Recording / Effort Feedback from Change to PPM Task

Recorded effort will be transferred back to PPM for Project Management Office (PMO

Task status shall reflect status of CRM Document

This presentation and SAPs 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 i

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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Screenshots - Integrated Project- and Change Manage


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Pre-Configured Email Notifications for HTML Mailing

Change Request Management now

pre-configured Email NotificationsBased on HTML Mail functionality of

Easy to adapt with own HTML Templ

Triggering based on Actions and Con

Preconfigured for Standard Transa

Actions & Conditions already created


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Enhanced Home Widgets

Home Widgets now fully customizable

Create individual worklists for End-Users and

Power-Users

Multiple filters available for Partner, Transaction

Types and Status


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New Import Strategy: Selective Import

Freely select the changes and transports,

that shall be imported into a systemAdditional variant: Intelligent pre-selection

based on status

Note: SAP only recommends to use the

selective import if all changes and transports

are not related to each other and have nointerdependencies


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Overview: Import Strategies for Change Request Mana

Change Documents

with Applicable Status(define in customizing)

Change Documents

with Non-Applicable Status T

wtoOriginal Transport

RequestTransport of Copies

Standard strategy

(Import all transport

requests)x x x

Status-Dependent

Import x xSelective Import x(selectable) x(selectable) x(selectable)

Status-Dependent

Selective Import x(selectable) x(selectable)


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Approval Procedure

Step 1 General Approval Approver A

Step 2 System Approval Approver B

Enhanced Approval Management: Business Partner C

Additional security and authorization checks

Business Partner check for approvals, integrated with delegates functionality

Approver A

Approver B Substitute


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Integration of Substitutes

Define substitutes for business partners

Integrated into Request for Change Approval Process

Valid-From and Valid-To Date

Multiple substitutes are possible


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Approval Procedure

Step 1 General Approval Approver A

Step 2 System Approval [Group ABC]

Enhanced Approval Management: Group Approvals

Delegate approval decisions to groups

Any member of the group, can perform the approval step

Approver A


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IT Calendar Integration

Change Request Management is now integrated with the IT calendar of SAP So

Establish a central ITcalendar for all your

changes, projects, work

modes and downtimes

Create a common

Release calendar, and

visualize the project

schedules of your projectcycles

Create a Change

calendar to show all

planned changes for a

certain time


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IT Calendar IntegrationCustomizing Options

Detailed Customizing possibilities to define what shall be displayed in IT calen


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New Scenarios and Enhancements for Retrofit

Two additional retrofit scenarios

You can activate the manual and Business Warehouse-specific scenarios in Customizing

You can define object types, that are applicable for one

of these new scenarios

If you define an object type for one of these retrofit

scenarios, the objects are set to manual processing

Implementation Projects

Maintenance Projects in Cycles

DEV TST

Con QAS

Via new additional functio

Place a transport in the impo

the retrofit was not successfu

Create retrofit data again, if a

during the creation of the ret

Additional consistency check

To ensure consistency and security when executing the

retrofit, the system performs an automatic recheck of

the retrofit classification


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Minor UI and Usability Improvements

New Status Overview assignment block

Visualize the status scheme of your transactions

Ignore all for Downgrade Protection available

Manage large amounts of conflicts through multi selection and central Ignore function

New search criteria

Additional search criteria have been created

New search criteria are mostly available for

both: Requests for Change and

Change Documents

f S


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UI Enhancement for Scope Assignment Block

Define Document Description for each Scope Item

Document description will be taken over automatically, when creating change

During scop e defin i t ion

Af ter change docum


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D d Ch k


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Downgrade Checks

Multiple Downgrade Checks:

At Change Recording (CSOL)

Before Export

When Reassigning Change

Before Import

Receive warnings beforecreating potential downgrade situa

or creating a real downgrade!

I d Fl ibilit f Ch R t M t


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Improved Flexibility for Change Request Management

Reassign Changesto other Projects

Project A Project B

Decouple / Assign TransportsChange Document

Transport A

Transport B

Addexisting transports to change documents

Decoupletransports from change documents

Changes can be easito anotherChange R

Management project!

Preliminar Import of Normal Changes


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Preliminary Import of Normal Changes

Solution Manager

Project 1

Normal Chan. 2

Status:

InDevelopment

Normal Chan. 3

Status:

Successfully

Tested

Tasklist/

Maintenance Cylcle 1

P

Buffer of Production

System

Normal Chan. 1

Status:

Authorized for

Import

Import in PRD

Trigger Preliminary Import

Flexible Import Options: Status driven Import


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Flexible Import Options: Status driven Import

The Import-Job 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

Solution Manager

Project 1

Normal Chan. 2

Status:

In Repair

Normal Chan. 3

Status:

Successfully

Tested

Maintenance Cycle 1

P

Buffer of Production

System

Normal Chan. 1

Status:

Successfully

Tested

Import in PRD

Transport Status & Risks


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Transport Status & Risks

Landscape Assignment Block has been enhanced to display a status overview

transports of the Change Document:

With SP5, Change Request Management also introduces transport risks knoGate Management:

Missing Synchronization OTransport ErrorsMissing Transports

? ? ?

Enhanced Reporting Capabilities


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Enhanced Reporting Capabilities

New BW Content for IT Service Management

Predefined KPIs based on SAP NetWeaver BI

technology

Dashboard Apps for Change Request

Management


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New Features in Change Request Management


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g q gSupport for multiple change documents

New Request for Change supports multiple change documents

Definition of scope for a request for change scope is done via scope assignment block

All kinds of change documents can be combined without restriction

Scope assignment block gives instant overview about all change documents and their status

Add Scope Item

Define



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Support for Templates

Create templates for reoccurring changes

Use templates to create new requests for change

Template support for Requests for Change

This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This docume

of any kind, either express or implied, including but not limited to, the impli ed warranties of merchantability, fitness for a particular purpose, or non-infringement

Template

Multiple

Requests for Change



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Approval Procedures

Support for easy customizable approval procedure

Process flow for request for change approval - easy customizable

Approval procedure determination via rules framework

Integration to SAP Workflow:Approvers can be informed via workflow item



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Request for Change with new process

New standard process for Request for Change

New status for validation of RfC by change manager

Approval procedure with SAP Workflow integration

New status while RfC is being implemented

Possibility to extend the scope of a change request while in Implementation

New

Change

Document

Change ManagerRequester

Change Manager

Create

ChangeRequest

Handover to

Development

Add System

Details

Approve

ChangeRequest

Validate

Change

Request

mult. Approvers

Notification

via

Workflow

Scope



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Transport & Task Overview

Enhanced transparency for transport requests

List of all related transports and tasks of a change document

Detailed information about status, owner and much more

Central access to transport rele

Overview about all

related tasks

Direct access to

transport logs

Infocri

Display details about transportof copies

New Features in Change Request Managementf


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Enhanced Logging Information

Increased transparency between backend and change document

New Assignment Block Application Log

Overview about executed backend & task list actions

Detailed information about each action (Parameters, Messages) easily accessable

New Features in Change Request ManagementS t L d & T k O i


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System Landscape & Track Overview

Get instant overview about system landscape and project track

New Assignment Block Landscape for change documents and project transactions

Overview about all systems of current track, including system type and relevant flag

Direct logon possibilities to all systems

1) Initial display mode

Only current relevant system is display

2) Extended display mode

All systems of landscape and track are displayed

New Features in Change Request ManagementB tt ALM I t ti


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Better ALM Integration

Assign testpackages and testplans to change request andchange documents

Access testpackages directly via change requests and

change documents

Use Change Request ManagementQuality Gate Management

Define quality gates with QGM

Approve & control your changes wi

Management

Integration to Test Management Integration to Quality Gate Ma

Test Workbench

Change Request / Document

Quality Gate Management Cha

New Features in Change Request ManagementE h d C S t Obj t L k (CSOL)


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Enhanced Cross System Object Lock (CSOL)

Customizing settings can be done in normal and expert mode

Expert mode provides functionalities to allow individual configuration of CSOL settings

Additional option warning only introduced

Expert Mode for Cross System Object Lock

New Features in Change Request ManagementEnhanced Retrofit functionality


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Enhanced Retrofit functionality

Better object support with Retrofit in Change Request Management

Automatic Import for Objects of transport requests into the Retrofit system

Support of 100% of transportable objects!

Automatic categorization of objects (Auto Import, Retrofit and Manual)

Detection of technical sequence dependencies

Implementation Projects

Maintenance Projects in Cycles

DEV TST

Con QAS PRD

New Features in Change Request ManagementSupport for non system related changes


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Support for non-system related changes

A general change document can be created during all phases of a project. The change document General Changeproject and can even be used without a project.

General change documents provide a abstract status scheme for the implementation of those kind of changes.

Use Case: The general change document supports the documentation of all non-system related changes (e.g. printeother legacy systems changes

IT Assets

SAP Solution Manager

Request for

Change

Service Desk

Message

ServiceDesk

ChangeRequest

Management

General Change

Feedback

Requester

Service

Desk

Employee

Change

Manager

IT Staff

General Change*


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User Interface & Configura

IT Service Management on SAP Solution ManagerITSM Roles and predefined UIs


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ITSM Roles and predefined UIs

1stLevel Support

Self ServicePortal

Incident &

Problem

Management

Root Cause

Analysis,

Knowledge

Management,

ITSM 1stLevel

Support

Incident Pre-Clarification,

Search, Dispatching

Phone

Call

E-Mail

IT Service DeskTelephony

Integration / E-Mail /

Chat /

EnterpriseSupport

Pricelist

component

ServiceRequests

Incidents

SOLMANREQU -

Solution Manager

ITSM End User

ITSM Profe

This presentation and SAPs 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

Change

Management

+ ChangeManagement

A

IC_AGENT -

InteractionCenter Agent

SOLMANDSPTCH - Solution

Manager ITSM Dispatch

SOLMANPRO - Solutio

Enhanced with auth

WebClient FrameworkPersonalizing the User Interface


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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

More Information : Online Documentation

WebClient FrameworkPersonalizing Incident Management
http://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htm


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Personalizing Incident Management

Personalize Overview Page

Display/Hide Assignment Blocks

Change Order

Personalize Tables / Result Lists

Display/Hide Columns

Change Order of columns

Change width of column (relative (%) , absolute (pixel))

Change number of visible rows before scrolling

Change number of rows before paging

Online Documentation : Personalizing Tables

WebClient FrameworkUI Configuration
http://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htmhttp://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm


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UI Configuration

Configure the UI directly from the

Incident Management

Via Show Configurable Areas The configurable areas are highlighted, and you start the

configuration of the related view by clicking one of the

configurable areas.

Via Configure Pages

Used to configure superior views such as the Home page, work

center page, and overview page.

Configuration possibilities

Adding Fields

Removing Fields

Changing Position of Fields

Adding Blank Rows

Changing Field properties

Online Documentation : UI Configuration

ITSM implementation guided by SAP Solution Manag

Configuration
http://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htm


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Configuration

Standard

configurationOptional

ConfigurationLandscape

configurationAdminstration

steps

SAP Solution

Manager Basic

Configuration

Manual &

automatic

configuration steps

Managed system

connection

Copy ITSMtransaction types &

profiles &

dependencies

Create template

users

Setup notifications

Adjust status-, text-,

action- or

date profile

Configure Interactive

Reporting

Set up T-Rex search

Prepare External

integration

Select Managed

systems

Create users and

business partner

Create

Organizational

model

IT Service ManagementConfiguration steps in SOLMAN SETUP


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Configuration steps in SOLMAN_SETUP


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More Information

IT Service Management on SAP Solution Manager10 steps to make yourself an expert


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p y p

1 2 4

7 68

9 10

SAP Solution Manager Book

SAP Helphttp://help

Self Learning Mapshttp://service.sap.com/RKT-SOLMAN

SAP Trainings

Best PracticesGuidesSAP Community Network - ITSM Wiki -

ALM overviewhttp://service.sap.com/ALM

SAP Whitepapers Overview, D

http://service.sap.

Implementation

Services

3

More information needed?
http://service.sap.com/rkt-solmanhttp://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htmhttp://service.sap.com/rkt-solmanhttp://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epxhttp://service.sap.com/instguideshttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/instguideshttp://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epxhttp://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epxhttp://www.sap.com/germany/services/education/schulungskatalog/project_teahttp:/www.sap.com/germany/services/education/schulungskatalog/project_team_training/sap-solution-manager-e2e/solution-managerm_training/sap-solution-manager-e2e/solution-manager.epxhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solmanhttp://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htmhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solman


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Visit our IT Service Management Wiki

in the SAP Community Network

Presentations, Information, Demos around IT

Service Management and Change Request

Management

Content is targeted and tailored for Managers,

End-Users and Administrators

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


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Thank You!

Tobias HaukALM Solution ManagementITSM, Change Request Management

SAP AGDietmar-Hopp-Allee 16

D-69190 Walldorf

[email protected]