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IT Service Management Features & Functions
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SAP ITSM on SAP Solution Manager 7.1Features & FunctionsALM Solution ManagementMay 2012
© 2012 SAP AG. All rights reserved. 2
Content:–ITSM cross Features–Incident & Problem Features–Service Request Management–Knowledge Article–Service Level Management–Change Management–Analytics
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
ITSM cross – Features
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 4
IT Service ManagementBusiness Role SOLMANPRO with SAP Solution Manager specific enhancements
The Business Role „ SOLMANPRO“ is designed to process professionally incidents, problems, requests for changes andchange documents.The role includes functional enhancements and deep integration in ALM processes of SAP Solution Manager.
It runs integrated in the existing SAPITSM functionalities, so typical SAPCRM or SAP ITSM functionalitiescan further be used .
© 2012 SAP AG. All rights reserved. 5
IT Service ManagementText Management
Better overview about text log historyUse text templates (personnel or system templates)Maintain own text templates(personnel or system templates)Use filter to focus on specific text typesActivate /Deactivate the display of the system contextIncrease / Decrease the text areaActivate / Deactivate the Rich text formatting
© 2012 SAP AG. All rights reserved. 6
IT Service ManagementDurations
The system can automatically calculate the duration of a Incident.
Per default, two duration types are delivered:Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“Total duration: Calculates the total time it took to complete the transaction
You can display durations in the Dates assignment block as well as in the Service Level Agreement assignment block.
© 2012 SAP AG. All rights reserved. 7
IT Service ManagementFollow-Up Transactions and Scheduled Actions
You can configure the system so that you can create all sorts of transactions as follow-up of a Incident, for example a Requestfor Change:
You can schedule and execute actions in the Incident:
© 2012 SAP AG. All rights reserved. 8
IT Service ManagementRelated Transactions
In the Related Transactions assignment block,
the system automatically updates links to transactions which are related to the Incident processing, e.g. the InteractionRecord, a service contract, or a knowledge article which was created as follow-up of the Incidentyou can manually add any further transactions which are relevant for the Incident to refer to them
© 2012 SAP AG. All rights reserved. 9
IT Service ManagementDisplay Object Relationships
If object relationships exist for an object entered on the Incident‘s header, you can display the relationships from the Incident.
© 2012 SAP AG. All rights reserved. 10
IT Service ManagementProcessing Log
The processing log provides a consolidated audit trail of changes made to a transactionVarious log types are available for selectionOne type can be defaulted for viewingChanges to fields can be logged selectively
© 2012 SAP AG. All rights reserved. 11
IT Service ManagementTime Recording
Time Recording enables fast and easy entry of time spent working on aincident or problem:
Time record details can contain: Actual duration, employee responsible, serviceproduct quantity, service type, valuation type, etc.Typically the user only needs to enter the actual duration and start time
If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmationitem per entered time record
© 2012 SAP AG. All rights reserved. 12
IT Service ManagementAttachments
The Attachment Assignment Block offers to upload any document from your hard disk or to link to existing documents in thecontent of the Knowledge DatabaseAny changes on attachments are saved in versions.It is possible to check in /check out documents of the attachment AB.A where used list shows all related documents where the attachment is linked to.
© 2012 SAP AG. All rights reserved. 13
WorklistView on Messages based on Organizational assignmentsBelonging to - me
All documents in which the User is assigned as „Processor“ or „Reporter“
Belonging to - my group
All documents in which the „Processor“ belongs to the same organization team as the user.
Belonging to - my Team
All documents in which the „Processor“ belongs to the same organization team as the user plusdocuments in which the user is the current „Processor“
Belonging to - my company
All documents which has the same customer (Sold-to-party) as the user is related to.
Belonging to - my responsibility Group
All documents which have a „Support team“ assigned and the user is defined as Head of this organizationlevel.
Assigned to - me
All documents in which the user is assigned as current „Processor“
Assigned to - My Groups
All documents which are assigned to a „Support team“ which also theuser belongs to
Assigned to – „Team XYZ"
All documents which are assigned to exactly this team. The use must alsobe assigned to this organization to choose this specific team.
© 2012 SAP AG. All rights reserved. 14
Usefull Home Widgets
FavoritesSave any ticket as your personal or as ancommunity favorite
My ShareboxShare Tags, Favorites, Saved Searches or Savedreports with colleagues
TagsDefine own tags and build your own tag cloud
My Saved SearchesDefine a set of filter criteria for your search andsave it for a quick access
My open TasksReceive tasks from changes, service requests orindividual tasks . Start processing themimmediately . Workflow based!
© 2012 SAP AG. All rights reserved. 15
Mail Form
Design one or several eMail forms based onHTML
Use any parameter from the ITSM tickets
Insert graphics and logos
Mail notifications are triggered via actions andconditions.
Choose the right mail form based rule engine.
(This mail form substitutes SMARTFORMS)
© 2012 SAP AG. All rights reserved. 16
Positive Call Closure Survey
In conjunction with ITSM processes , it ispossible to define online questionnaires.
After the requestor confirmed his ticket a linkto the online survey is automatically send viaeMail .
Results are stored in a survey table or directlyin SAP BW for further analysis.
Incident & Problem– Features
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 18
IT Service Management on SAP Solution ManagerITSM Roles and predefined UIs
1st Level Support
Self ServicePortal
Incident &Problem
ManagementRoot CauseAnalysis,
KnowledgeManagement,
ITSM 1st LevelSupport
Incident Pre-Clarification,Search, Dispatching
PhoneCall
IT Service Desk*Telephony
Integration / E-Mail /Chat /
*SAP CRM Pricelist component
ServiceRequests
Incidents
“SOLMANREQU -Solution ManagerITSM End User ”
ITSM Professional
ChangeManagement
+ ChangeManagement
Administration+ Masterdata,
ServiceOperations
(Categorization,Rules, etc.)
Analytics+ ITSM
Dashboards,ITSM BWReportings
“IC_AGENT -InteractionCenter Agent ”
“SOLMANDSPTCH - SolutionManager ITSM Dispatch ”
“SOLMANPRO - Solution Manager ITSM ”
Enhanced with authorization roles
© 2012 SAP AG. All rights reserved. 19
IT Service Management on SAP Solution ManagerCollaboration Portal for Business Users
Highlights:Display own incidents, andservice requestsGuided procedure to createincident or servicerequests. Include guidancedocumentation for endusersInteract with IT help deskEnable search for knownsolutionsSet own data (my objects,password, contact data, ..)
Web Self Service UI – End Users can manage their incidents and requests
Create and viewyour incidents in
one single UI
© 2012 SAP AG. All rights reserved. 20
End Users create incidents
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 providedwithout 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. 21
1st Level / Dispatcher UISOLMANDSPTCH
Worklist withtickets in status
new orunassigned
© 2012 SAP AG. All rights reserved. 22
IT Service Management on SAP Solution ManagerProcessing UI for First Level Users
Highlights:Quick access in TabviewFast closingE-Mail InboxDispatchingAssignment BlockNew message fromtemplate
Dispatcher UI:First Level UI for a quick message creation on behalf of Business Users
CreateIncidents for
Business Users
T-screen withquick access to
relevantinformation
• Creation based ontemplates.
• Quick confirm• Rule based Dispatching
© 2012 SAP AG. All rights reserved. 23
IT Service Management on SAP Solution ManagerManage E-Mail Both Inbound and Outbound
Highlights:Receive e-mails from endusersTransfer e-mails intoincidents or servicerequestsRejection of e-mailspossibleSolutions will be providedvia e-mail automaticallyReplies from end user willbe attached to the existingIT document
Dispatcher Inbox:for e-mails and undispatched incidents & service requests
Search for new e-mails to evaluate and
dispatch
© 2012 SAP AG. All rights reserved. 24
IT Service ManagementProblem Overview
A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to aproblem, users process only that problem rather than processing multiple incidents individually.
Nearly all functions as described forthe Incident also apply to the problem.Not included in the problem are:• Unlock• Find Related Problem• Process Flow of Service
RequestIn addition to incident functions, theproblem offers:• Related Incidents
assignment block tobundle incidents
• Pricing, shipping andbilling assignment blocks
© 2012 SAP AG. All rights reserved. 25
IT Service ManagementSLA Determination and Date Calculation
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 adetermination procedure.Dates like “To Do By“ can be automatically calculated based on the service and response profile information.
© 2012 SAP AG. All rights reserved. 26
IT Service ManagementEscalation
Due < Current?
When the due date of an incident, problem, or request forchange is exceeded it can be escalated by a backgroundaction.
Escalation level is increasedEscalation date is set
The transaction can be escalated in two levels.
Escalations can be lowered by a manual action in thetransaction.
Escalation level is reducedEscalation date is deleted
© 2012 SAP AG. All rights reserved. 27
IT Service ManagementSolution Categorization
Solution categories are used to classify problems, forexample, as known error or problem caused by change.The solution categorization can be set after a final solutionhas been found. It has mainly reporting benefits to analyzethe efficiency of the Problem Management.
© 2012 SAP AG. All rights reserved. 28
IT Service ManagementFunctions Based on Multilevel Categorization (1)
The incident / problem can be categorized on multiple levels with severalcategorization blocks.
To “auto complete“ a Incident, the processor needs to select a categorization and the system can then find and copy atemplate which was assigned to this categorization
Problems with the same categorization as entered in the Incident can be proposed by the system when choosing “FindRelated Problems“
Knowledge articles with the same categorization as entered in the Incident can be proposed by the system whenchoosing “Find Knowledge Articles“
© 2012 SAP AG. All rights reserved. 29
IT Service ManagementExample: Find Knowledge Articles (2)
‘Find Knowledge Articles’ finds knowledge articles which have the same categorization on header level as a incident, problem, orrequest for change.
© 2012 SAP AG. All rights reserved. 30
IT Service ManagementDispatch
Dispatching allows to assign a incident / problem to another employee or service team based on flexibly definable rules, forexample if a help-desk agent cannot solve an issue remotely and wants to dispatch the incident to the 2nd level support.
Rules for dispatching are set up in the Rule Modeler.
© 2012 SAP AG. All rights reserved. 31
IT Service ManagementKnowledge Article Integration
Knowledge Articles assignment block: Search for relevant knowledge articles via F4 helpFind knowledge articles (from the “More“ button on header level): Proposes knowledge articles which have the samecategorization as the IncidentSuggest knowledge articles (from the Knowledge Articles assignment block):Proposes knowledge articles which are assigned to a category in the categorization schema
To help process the Incident, the processor can search for knowledge articles in the Incident:
© 2012 SAP AG. All rights reserved. 32
IT Service ManagementAuto Suggest Knowledge Article Alert in Interaction Center
To automatically inform agents about knowledge articles matching the service transaction‘s categorization,an alert can be set up:
From the alert, the agent can:access the list of proposed knowledge articlesreview the knowledge articles detailssend the knowledge articles via e-mail
© 2012 SAP AG. All rights reserved. 33
IT Service ManagementBusiness Process assignment
In the Assignment Block „Projects“ it is possible to assign any process / process step based on the Solution documentation (intransaction solar01).
Multiple assignments are possible.
If an incident was reported out of the Business Blueprint, the process assignment is automatically done.
You can e.g. display all incidents based on Business process search
© 2012 SAP AG. All rights reserved. 34
ALM Assignment Block
Centralized view on the creation source of the incident ticket.Overview information and link to a detailed viewSources could be:
o Test Managemento Business Processeso BP Monitoring Alerto Technical Monitoring Alerto Service Issueo 3rd party interface, etc…
© 2012 SAP AG. All rights reserved. 35
IT Service ManagementSAP Collaboration (1)
The Assignment Block „Sap Collaboration“ is used to create SAAp support messages.It guides the user through several steps where at the end the incident / problem will create a corresponding message inSAP Support Backbone.All the further communication with SAP can be done hereBefore sending a message to SAP we recommend to search in the SAP xSearch, which is search over all known SAPsources, such as SAP notes, SAP library, SAP SDN, etc.
© 2012 SAP AG. All rights reserved. 36
IT Service ManagementSAP Collaboration (2)
It is also possible to open a service connection to SAP and maintain login data, so SAP support employees can remote loginand make an analysis.The guided procedure collects again all relevant data, that you want to send to SAP SupportIn case the priority is high or very high it would also be necessary to maintain Business consequences.
© 2012 SAP AG. All rights reserved. 37
IT Service ManagementSAP Collaboration (3)
With a prerequisite check, it will be avoided that messages would not be created, because of e.g. a mismatch with theassigned S-user and installation number.
In the final step you get an overview about all data that would be send to SAP.
In the AB you also would confirm the SAP message and fill in the Positive Call Closure.
© 2012 SAP AG. All rights reserved. 38
IT Service ManagementSAP Notes
In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP message will bedisplayed.It is also possible to add manually SAP notes or to start the SAP Notes search on SAP ServiceMarketplace.
© 2012 SAP AG. All rights reserved. 39
IT Service ManagementTest defect Management
Find detailed information about the the related test case if the incident was created out of SAP Solution Manager TestManagement in case of an test defect.
Use the Incident Management search to find all incidents related to an Testplan.
© 2012 SAP AG. All rights reserved. 40
IT Service ManagementBusiness Process Monitoring Alerts
The Assignment Block shows the relevant Project or Solution and the process in which the BusinessProcess Monitoring has detected an alert. Those alerts can automatically trigger to create an incidentmessage.In this AB it is possible to identify which Business process is affected and if you show the alert you will getfurther details of the monitoring alert.
© 2012 SAP AG. All rights reserved. 41
IT Service Management3rd party interface
If the 3rd party Web Service interface is activated to connect SAP Solution Manager to another Help Desk system, in thisAssignment Block the synchronization per incident would be managed.
It is possible to be connected with multiple 3rd party systems
You can trigger manual actions, such as synchronize, send message, etc. here
© 2012 SAP AG. All rights reserved. 42
IT Service ManagementIndividual actions
There are individual actions that are preconfigured in SAPSolution Manager . Most of them are bundled with conditionsand are therefore processed in background.The actions that can be triggered manually could beperformed in the Assignment Block „Scheduled actions“Alternatively the actions that start a method could also betriggered in the Menu bar.Customers can use the actions to realize individual steps inthe support process
Dispatch to different teamZ_Action1Z_Action2
© 2012 SAP AG. All rights reserved. 43
IT Service ManagementSLA Alerts & Escalation
Definition of Service timesDefinition of IRT and MPT times based on prioritiesMaintain SLA relevant StatusAutomatic Recalculation of IRT/ MPT in case of Status- orPriority changesPercentage of left over time of reaction and processingtimeDefinition of percentage level which is setting an additionalescalation statusEscalation triggers notification to an Business Partner (tospecified which?).
© 2012 SAP AG. All rights reserved. 44
IT Service ManagementIncident Management Work Center (1)*
Opens ITSMProfessional Role
Shows the messagewhich were created inSAP Solution Manager
7.0 Service Desk
Shows the incidents/problems which were
created in SAP SolutionManager 7.1 Incident
Management
*still available in 7.1 , but no further innovations
© 2012 SAP AG. All rights reserved. 45
IT Service ManagementIncident Management Work Center (2)*
Opens the Professional Role toprocess the incident
Quick view on messages
Add the current incident to anindividual watch list
*still available in 7.1 , but no further innovations
Service Request Management
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 47
Service Request Management
Creating a new service request is embedded in Web Self Service UIEasy consumption
Guided procedureUse of template and predefined categories
Individual data input tab can be defined for each service requestTOP 5 service request can be defined as Quick ButtonsIntegration with CRM Billing and Service catalogues possibleService requests have similar functionalities as the incident
„A service request is defined as : A request from a User for information, or advice, or for aStandard Change or for Access to an IT Service. For example to reset a password, or toprovide standard IT Services for a new User. Service Requests are usually handled by a
Service Desk, and do not require an RFC to be submitted”
© 2012 SAP AG. All rights reserved. 48
IT Service Management on SAP Solution ManagerService Request Processing
Highlights:Guided Service Request inSelf Service UI
TOP Service Requests
Flexible UI configuration ofindividual Service Requestforms
Task Checklist andapproval procedure forService fulfillment
Service Request ManagementOffer predefined IT services to the end user and enable service fulfillment with checklists
Push buttons foreasy creation ofservice requests
© 2012 SAP AG. All rights reserved. 49
End User requests predefined service
Top 5 ServiceRequest
Possibility to selectother existing
service requesttemplates
Per Service Requestone predefined
assignment block canbe defined
© 2012 SAP AG. All rights reserved. 50
Service Request FulfillmentPost processing of Service Request
With checklists all individual tasks (“steps“) required to fulfill a service request can be defined andprocessed:
Sequential and parallel processing visualized by graphical process flowDetermination of checklist and checklist processors via rulesSAP Workflow integration to inform step processorsWork instructions, action processing, long text available in step detailsChecklist specific search criteria in search pages and IC inboxAvailable for service requests / incidents, problems, requests for change, service orders
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 providedwithout 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. 51
Checklist (2)
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 providedwithout 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
Knowledge Article
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 53
Knowledge ArticleKnowledge Article overview
Knowledge Article in SAP ITSM on SAP Solution Manager :
Capabilities:• Can be used with service processes in the interaction center (IC) and SAP Solution Manager Professional ITSM• Faster access to specific information via categorization and full text search• Easy integration to other CRM based objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more• Multilingual and multiple text authoring• Attachment capability and special authorization scopes• Open interfaces for import and export from and to existing knowledge bases• Automatic update/creation of knowledge base index when a knowledge article is saved
Knowledge Article is a single source of different types of information
Allows you to create, represent, and distribute knowledge within your organization.
Is based on one order capabilities & can be integrated with 1 order objects
© 2012 SAP AG. All rights reserved. 54
Knowledge ArticleKnowledge Article – UI
© 2012 SAP AG. All rights reserved. 55
Knowledge ArticleKnowledge Article: Multilingual
Allows you to create knowledge articles in multiple languages thereby achieving “Globalizationthrough Localization”
And there is more…..
© 2012 SAP AG. All rights reserved. 56
Knowledge ArticleE-Mailing of Knowledge Article in the Interaction Center
Multiple knowledge articles can be attached as PDF documents and e-mailedto the customer (in Interaction Center)
© 2012 SAP AG. All rights reserved. 57
Authorization Scope acts as an indicator to classify the knowledge articles by the audience theyare intended for
Knowledge ArticleAuthorization Scope
© 2012 SAP AG. All rights reserved. 58
Knowledge ArticleTemplate
Provision of knowledge article templates with pre-filled details, allows one to create knowledgearticles from it, without wasting time on filling the same details over again
Service Level Management
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 60
Service Level ManagementService Level Agreements
Service Level Agreements are used in SLA determination to assign the correct service profile and response profile toservice transactions such as Incidents, requests for change, and service orders.
Service Level Agreements are defined with:
Service Profile: It defines the time frames when the services specified in the service contract must beexecuted. The service windows defined in the service profile are used as a basis for calculating the start and enddates defined at service process level and the response times.
Response Profile: It defines the periods within which the processing of the service in the service process itemshould have started, and by when the processing should have been completed. The corresponding dates (firstresponse date and completion date) are calculated based on these periods and with reference to the serviceprofile in the service process, which was created with reference to the contract.
© 2012 SAP AG. All rights reserved. 61
Service Level ManagementService Profile and Response Profile in Transactions
A service profile and response profile can be assigned to a number of transactions, such as service request / incident,problem, request for change, and service orderThey can be determined from objects to which they have been assigned, like contract, product, Ibase, object, service orsales organization, or a specific business partner
© 2012 SAP AG. All rights reserved. 62
Service Level ManagementService Levels Assignment Block
The Service Levels assignment block is available in the following objects and can be used in SLA determination to assign thecorrect service profile and response profile to service transactions:
Business partners (sold-to party)Product items and productsObjectsIBases, IBase components, and IBase text componentsSales and service organizational unitsService contract
© 2012 SAP AG. All rights reserved. 63
Service Level ManagementDefinition of Service and Response Profiles
The response profiles and service profiles must be defined so that they can be assigned to the masterdata.
Change Management
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 65
New Features in Change Request ManagementNew User Interface
State of the art, modern user interface leveragingWeb 2.0 paradigmsBased on CRM Web Client UI FrameworkSimple information and navigation architecture tofacilitate finding, reviewing and editing ofinformationBroad personalization capabilities across allsoftware areas to let the user decide how he worksbest
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 warrantyof 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. 66
New Features in Change Request ManagementSupport for Templates
Create templates for reoccurring changesUse templates to create new requests for change
Template support for Requests for Change
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 warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Template
MultipleRequests for Change
© 2012 SAP AG. All rights reserved. 67
New Features in Change Request ManagementSupport for multiple change documentsNew Request for Change supports multiple change documents
Definition of scope for a request for change scope is done via scope assignment blockAll kinds of change documents can be combined without restrictionScope assignment block gives instant overview about all change documents and their status
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 warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Add Scope Item
Define ChangeCategory &
IBase
© 2012 SAP AG. All rights reserved. 68
New Features in Change Request ManagementApproval ProceduresSupport for easy customizable approval procedure
Process flow for request for change approval - easy customizableApproval procedure determination via rules frameworkIntegration to SAP Workflow:Approvers can be informed via workflow item
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 warrantyof 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. 69
New Features in Change Request ManagementTransport & Task Overview
Central access to transport relevant functions
Overview aboutall related tasks
Direct access totransport logs
Information aboutcritical transport
objects or conflicts
Enhanced transparency for transport requestsList of all related transports and tasks of a change documentDetailed information about status, owner and much more
Display details about transportof copies
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 warrantyof 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. 70
New Features in Change Request ManagementEnhanced Logging InformationIncreased transparency between backend and change document
New Assignment Block „Application Log“Overview about executed backend & task list actionsDetailed information about each action (Parameters, Messages) easily accessable
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 warrantyof 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. 71
New Features in Change Request ManagementSystem Landscape & Track Overview
Get instant overview about system landscape and project trackNew Assignment Block „Landscape“ for change documents and project transactionsOverview about all systems of current track, including system type and relevant flagDirect 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
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 warrantyof 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. 72
New Features in Change Request ManagementBetter ALM Integration
Integration to Test Management
Assign testpackages and testplans tochange request and change documentsAccess testpackages directly viachange requests and changedocuments
Integration to Quality Gate ManagementUse Change Request Management incombination with Quality GateManagementDefine quality gates with QGMApprove & control your changes withChange Request Management
Change Request / Document
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 warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Test WorkbenchTest WorkbenchTest Workbench
Quality Gate Management Change Request Management
© 2012 SAP AG. All rights reserved. 73
New Features in Change Request ManagementEnhanced Cross System Object Lock (CSOL)
Customizing settings can be done in normal and expert modeExpert mode provides functionalities to allow individual configuration of CSOL settingsAdditional locking option „cross project“ and mode„warning only“ introduced
“Expert Mode” for Cross System Object Lock
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 warrantyof 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. 74
New Features in Change Request ManagementEnhanced Retrofit functionality
Detection of technical sequence dependenciesDetection of same objects to be retrofitted in which order
Advanced Control of Retrofit Sequence
Additional FeaturesEnhanced Logging of Messages
Access to TMS Alert Viewer
Access to BC-Sets
Comparison of compatible objects before retrofitting
Various Customizing Possibilities
Implementation of Customer Specific Requirements via Standard SAPBADIs
Better object support with Retrofit in Change Request ManagementAutomatic Import for Objects of Transport Request into the Retrofit System(Support of 100% of transportable objects!)
Automatic Categorization of Objects (Auto Import, Retrofit and Manual)
Set status also on Object Level, not only on transport request level
Possibility to perform retrofit on object level
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 warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Implementation Projects
Maintenance Projects in Cycles
DEV TST
Con QAS PRD
© 2012 SAP AG. All rights reserved. 75
New Features in Change Request ManagementSupport for non-system related changes
A general change document can be created during all phases of a project. The change document “General Change” istotally independent of a project 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. printersor other IT-assets) or other legacy systems changes
General Change*
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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 warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
IT Assets
SAP Solution Manager
ChangeRequest
Service DeskMessage
Serv
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GeneralChange
Feedback
RequesterRequesterRequesterService
DeskEmployee
ServiceDesk
Employee
ServiceDesk
Employee
ChangeManagerChange
ManagerChange
Manager
IT Staff
Analytics
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching
SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up
transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner
© 2012 SAP AG. All rights reserved. 77
ITSM Analytics in SAP Solution Manager
+ SAP SolutionManager BW
Dashboard ReportingBased on SAP BusinessObjects Dashboards technologyPredefined Dashboard AppsEasy compilation of own dashboards, based on dashboardapps
Business WarehouseReporting
ITSM & Cross ALM KPIsBased on historical data (OLAP)Predefined Web TemplatesEasily extensible by customer
ITSM on SAPSolution Manager
OLTP* ReportingPredefined ITSM KPIsOperational reportsIndividual creation of reports via wizardSharing of reports
Online MonitoringBased on Search functionalitiesEasy access via „Saved searches“Graphical displayPost-processing via spreadsheet export
* Online transaction processingThis document contains intended strategies, developments and/or functionality and is not intended to be binding upon SAP to any particular course ofbusiness, product strategy and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
© 2012 SAP AG. All rights reserved. 78
IT Service ManagementMonitorPowerful Search
Multiple search criteria thatcan be combined completely freeSave search settings for laterreuse and direct acccessGraphical representation of search results as PieCharts or Bar Charts
© 2012 SAP AG. All rights reserved. 79
IT Service ManagementInteractive Reporting for IT Service Management
CRM interactive reporting is a wizard-based tool for quick creation of CRM-interactive real-time reports – for IT AnalyticsProfessionals.
Reports can be created for different reporting areas, like incidents, problems and requests for change.
Highlights for Monitoring about IncidentsNumber and Percentage of incidents within and outside ofrequested end dateNumber and percentage of open IncidentsNumber of escalated IncidentsReaction time adherence rateClosure rateAverage work and total duration
© 2012 SAP AG. All rights reserved. 80
IT Service ManagementInteractive Reporting - Capabilities
Report AreasIT Service Management
IncidentsProblemRequest for Change
Users can easily create and share reports
Easy to use creation / editing wizard with report preview
Deployment of reports to individual employees or organizations
Support of tables and graphical charts (Column Chart, Line Chart, PieChart, Bar Chart, Stacked Column Chart)
End users use an intuitive user interface to analyze theirdata
Leading edge user interface leveraging Adobe FlexDrill down/throughNavigate to Overview pagesExport to MS ExcelReports show real-time data
Interactive Reporting is a class of programs that facilitates and manages transaction oriented application, typically for data entry andretrieval transaction processing. Interactive reporting feature generates the report directly from the data from Transaction OrientedApplication. User can create the reports and can share It with different users.
With Solution Manager 7.1, no separate SAP BI system is required for reporting. Instead, the SAP Net Weaver stack that comes with SAPCRM itself can be used in order to run Interactive reports on the same machine
IT Service ManagementReal Time IT Service Analytics with Interactive Reporting
Target RolesSOLMANPRO
Analysis Report AreasIncidentProblemRequest for Change
Business QuestionsHow many requests are waiting for processing?What is the closure rate?How long is the average time for processing a request?How well are service level agreements adhered to?
Key MetricsNumber and Percentage of requests within and outside ofrequested end dateNumber and percentage of open requestsNumber of escalated requestsReaction time adherence rateClosure rate….
DimensionsTransaction IDStatusPriority, urgency, impactSubjectReasonInstalled Base (component)Employee Responsible, Responsible Service Org.Posting date...
© 2012 SAP AG. All rights reserved. 82
IT Service ManagementCreating Interactive Reports – Access and Step 1
Create: Interactive Report.
The report area defines what should be monitored. In this example the incidents should be reported. There are other reportareas like service tickets or service orders.
© 2012 SAP AG. All rights reserved. 83
IT Service ManagementCreating Interactive Reports – Step 2: Select Fields
The step 2 is to answer the question “Which information about the incidents should be monitored?”. The selected fields andkey figures will be displayed in the report.
© 2012 SAP AG. All rights reserved. 84
IT Service ManagementExecuting queries of Interactive Reports
The queries can be integrated in a business role and are then available by choosing IT Dashboards and Reports in thenavigation bar. Three blocks (Incidents, Requests for Change, Problems) of queries will be shown and can be executed byclicking on the relevant link.
© 2012 SAP AG. All rights reserved. 85
Preconfigured SAP ITSM BW Web Templates
Incident ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New incidentsSource AnalysisSLA AnalysisStatus iteration analysis
Problem ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New problemsStatus iteration analysis
Change ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New change requestsStatus iteration analysisTop 5 Changed ObjectsSize of Changes
ITSM CrossTotal ITSM tickets by priorityAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New ITSM tickets
0
10
20
30
40
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60
VeryHigh
High Medium Low
Total Duration
Working Duration
10
1814
18
0
5
10
15
20
01020304050607080
TotalWorkingEffortAverageWorkingEffort
0
1
2
3
4
5
6
01.2011 02.2011 03.2012 03.2012
IRT
MPT
0,001,002,003,004,005,006,007,00
Change Size
NormalChange
UrgentChange
DefectCorrection
0
2
4
6
8
10
12
14
16
ProjectA
ProjectB
ProjectC
ProjectD
ProjectF
Object D
Object C
Object B
Object A
T009T
Top 5 Most Changed Technical Objects
© 2012 SAP AG. All rights reserved. 86
ITSM Analytics
BI Reporting functionalities
Predefined KPIs based on BI technology
Dashboard Apps for Incident, Problem & Change RequestManagement
© 2012 SAP AG. All rights reserved. 87
No part of this publication may be reproduced or transmitted in any form or for any purpose without the expresspermission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components ofother software vendors.
Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks ofMicrosoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, Systemz10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7,POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize,XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere,Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torvalds in the United States and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of AdobeSystems Incorporated in the United States and other countries.
Oracle and Java are registered trademarks of Oracle and its affiliates.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks orregistered trademarks of Citrix Systems Inc.
HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide WebConsortium, Massachusetts Institute of Technology.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri,and Xcode are trademarks or registered trademarks of Apple Inc.
IOS is a registered trademark of Cisco Systems Inc.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerryStorm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registeredtrademarks of Research in Motion Limited.
© 2012 SAP AG. All rights reserved.
Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads,Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice,Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.
INTERMEC is a registered trademark of Intermec Technologies Corporation.
Wi-Fi is a registered trademark of Wi-Fi Alliance.
Bluetooth is a registered trademark of Bluetooth SIG Inc.
Motorola is a registered trademark of Motorola Trademark Holdings LLC.
Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork,SAP HANA, and other SAP products and services mentioned herein as well as their respective logos aretrademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, WebIntelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as theirrespective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objectsis an SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and servicesmentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc.Sybase is an SAP company.
Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AGin Germany and other countries. Crossgate is an SAP company.
All other product and service names mentioned are the trademarks of their respective companies. Datacontained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied,or transmitted in any form or for any purpose without the express prior written permission of SAP AG.
© 2012 SAP AG. All rights reserved. 88
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Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und inwelcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet.In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden.
Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponentenauch anderer Softwarehersteller enthalten.
Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, Systemz10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7,POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize,XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere,Tivoli, Informix und Smarter Planet sind Marken oder eingetragene Marken der IBM Corporation.
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Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben imText sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifischeUnterschiede aufweisen.
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