Evento_SOLMAN_2012_ITSM

8/13/2019 Evento_SOLMAN_2012_ITSM

1/33

SAP Solution Manager & ALM Innovation

SAP SM 7.1 for ITSM

Juan Valverde Montero

Technology Team Leader


2/33

Why SAP for ITSM

IT Service Desk

Change Request Management

ITSM Reporting

Conclusions

2 2012 REALTECH Espaa & LATAM


3/33

Current Situation



4/33

Top reasons for SAP

Complete enablement of efficient and ITIL-compliant IT service processes across all

contact channels interaction center, e-mail, Web

Fulfill SAP, Non SAP Infrastructure Services

Integrated into Application Lifecycle Management processes (Project Documentation,

Test Management, Alert management, etc)


Integration into SAP Frontends (context collection) and SAP Support Backbone

Tight Integration with core SAP ERP processes such us acquisition of assets, financials

and controlling, etc

Scalable solution supports internal IT organizations lo large IT service providers

Integrated with 3rd Party ToolsTCO reduced cost through Enterprise Support and accelerated implementation with SAP

services, guides and documentation


5/33

ITIL Compliant



6/33

Run SAP Integration



7/33

ALM Integration



8/33

Usage Rights



9/33

Why SAP for ITSM

IT Service Desk


ITSM Reporting

Conclusions



10/33

IT Service Desk Processes

IT Service Desk is the heart of SAP ITSM



11/33

IT Service Desk with Solution Manager 7.1

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


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

API for mobile applications


12/33

User Interface

Web interface based on CRM WEB UI

Easy to adjust and enhance to custom

IT service management processes


specifically for the users


13/33

User Interface Configuration



14/33

User Interface Assignment Blocks

SAP Attributes and Collaboration activities

Related knowledge articles and further related

transactions

Attachments and notes (correspondence, SAP

Notes


ALM process integration (Testcase defects, Alerts,)

Information about related Business processes

Date and duration information

Time recording

Organizational data and parties involved

Change history and processing log

3rd party Help Desk interfaces

Web interface based on CRM WEB UI


15/33

ALM Integration



16/33

SLA Configuration

Service and response profiles can be assigned to several SLA-relevant objects, such as

contracts, products, objects, installed bases, and sold-to parties.

In the Incident, the service and response profiles can be flexibly determined from these

objects based on a determination procedure



17/33

Why SAP for ITSM

IT Service Desk


ITSM Reporting

Conclusions



18/33

Change Control



19/33

ChaRM with Solution Manager 7.1

New web user interface and improved usability

Easy customizable approval workflow

Support of multiple change documents

Increased transparency between change document and backend

Integration with Transport Management


vance : ross ys em oc an n ance e ro unc ona y


20/33

ChaRM User Interface



21/33

ChaRM Approval Workflow



22/33

ChaRM Changes Types



23/33

ChaRM Transport Requests Management



24/33

Cross System Lock



25/33

Retrofit



26/33

Why SAP for ITSM

IT Service Desk


ITSM Reporting

Conclusions



27/33

Reporting Options



28/33

BW Web Templates



29/33

ITSM Dashboard

Predefined KPIs based on BI and BO

Dashboards Apps for Incident, Problem & Change Request Management

Integrated in Management Dashboard of SAP Solution Manager



30/33

Why SAP for ITSM

IT Service Desk


ITSM Reporting

Conclusions



31/33

Conclusions

State of the art tool, ITIL Compliant

For SAP and non SAP Infrastructure

ALM Integration

TCO Reduction



32/33

Juan ValverdeTel: 91 556 00 [email protected]



33/33

2012 REALTECH Espaa & LATAM33

Documents

Evento_SOLMAN_2012_ITSM