SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution Management

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David Birkenbach / ITSM Solution Management

SAP / SERVIEW Roadshow

SAP Solution Manager macht ITIL möglich!

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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.

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ITIL tool certifications

Pink Elephant Verification

PinkVERIFY^TMis an internationally recognized IT Service Management (ITSM) tool suite assessment service. It was created in 1998 to help ITIL/ITSM practitioners identify software tools that would support their process improvement initiatives and to provide ITSM tool vendors and service providers with a process to demonstrate and certify their product’s ITIL compatibility to general platform, core and integration criteria. The certification is currently possible for 15 ITIL 2011 edition possible . Serview certified tool

As an independent Business Consulting company, SERVIEW observes and analyses the market for Software solutions in the area of "Business IT Alignment". With the "SERVIEW CertifiedTool„ award , SERVIEW creates transparency and comparability in the Best Management Practice-Software market (ITIL®, PRINCE2®, MSP® etc.). By this SERVIEW is strictly

neutral against vendors. That means, they don´t take a fee for the audit of

"SERVIEW CertifiedTool" and just grant those that are really fulfilling the ITIL requirements.

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SAP Solution Manager verified for ITIL® Service Lifecycle

Externally verified in all ITIL Service lifecycle phases

Best practice configuration available for all 15 processes

SAP Solution Manager 7.1 is a fully verified ITIL tool!

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Change

Build SAP like Factory Run SAP like a Factory

Business Process Monitoring and Analytics

Monitoring of Systems, Technical Scenarios and End User Experience

Build Execution

Test Execution

Test Execution Deployment

execution Deployment

execution Build Mgmt

Build Mgmt

Test Mgmt Test Mgmt

Release &

Deployment Management

Release &

Deployment Management

Design Mgmt Design Mgmt

IT Service Management

Minor Release Urgent Change

IT Portfolio and Project Management

Project Project Portfolio Portfolio

Major Release Business

Requirement Business Requirement Enhancement

Enhancement

Incident Incident

Problem Problem

Request for Change Request for

Change

Single Source of Truth

Single Source of Truth

1 8

3 3

SAP Solution Manager

Integrated IT Management with ITIL compliance

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SAP Solution Manager 7.1 Supports the Whole Customer Solution

End-to-End Support for both: SAP and non-SAP

ABAP

ABAP J2EEJ2EE

IT Infrastructure

& End User Devices Applications

Business Processes

IT Services

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SAP Solution Manager SAP ERP*

Financial Management

S A P IT In fr a s tr u c tu re M g m t. *

System Landscape for E2E Integrated Service Management

SAP Solution Manager as the central IT integration platform

Core IT Service Management

Event Management Availability Management

Capacity Management

Service Level Management Release & Deployment Management

Service Portfolio Management

Service Catalog Management IT Service Continuity Mgmt.

Problem Management Change Management Incident Management

Request Fulfillment

* separate license required

Service Asset & Configuration Mgmt

(IT Service Desk)*

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SAP IT Service Management

ITIL

^®

-aligned IT service and support processes with SAP Solution Manager

Service Design

Service Catalog Mgmt.

Service Level Mgmt.*

Capacity Management Availability Management*

IT Service Continuity Mgmt.

Information Security Mgmt.

Supplier Management

Application Management ( Function)

Service Transition

Transition Planning and Support Change Management*

Service Asset and Configuration Management*

Release and Deployment Management*

Service Validation and Testing*

Change Evaluation

Knowledge Management*

IT Operations Management (Function)

Service Operation

Event Management*

Incident Management*

Request Fulfillment*

Problem Management*

Access Management Service Desk (Function)*

Service Strategy

Business Relationship Management Financial Management

Service Portfolio Management Demand Management

Continual Service Improvement

Service Review

Service Measurement

Service Reporting* * preconfigured Best practice processes

ITIL verified

Possible in SAP SM

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Certified ITIL processes

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S er vi ce S tr at eg y

Service Portfolio Manager

Service Portfolio Management

Best Practice process

Definition

Portfolio Business Case

Analysis

Value-Add Prioritization

Approval

Service Portfolio Authorization

Execution

Communication Resource Allocation

Service Portfolio Authority

Service Portfolio Manager

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S er vi ce S tr at eg y

Create Service Portfolio as basis for a service catalog

Establish a service portfolio and service catalog as a basis for costing:

Which services are provided by IT?

What is the scope of each service?

Define service requests for each service with fulfillment targets

Define Service Level Agreements with customers

Define prerequisites for each service (hardware, software, licenses)

Provided Standard Services

- New Standard Mail Account (Mo-Fr, 8-17, 3d)

- Extend Inbox Capacity (Mo-Fr, 8-17, 3d)

- Error resolution (Mo-Fr, 8-17, 8h)

- Extend server capacity (internal) Service Levels

- Availability of Service (24x7, 0-24, 99,5%)

- Mean time between failure (3 month) Prerequesites

Mail Server (Software & Hardware) Network

Internet Access Spam Gateway

New service: E-Mail

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S er vi ce S tr at eg y

Financial Management

Best Practice process

IT Finance Manager

Collect Costs Assign Costs Charge Costs Reporting

Budget Holder

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S er vi ce S tr at eg y

Integration of SAP Solution Manager with SAP ERP based on standard interfaces

SAP ERP SAP Solution Manager

Time Management Payroll

Controlling

Customer Services Project Systems

Asset Management (MM) Billing (SD)

IT Project & Portfolio Management

Resources & Time

IT Service Management

Incident, Problem Management Change Management

Service Order & Request Management

SAP IT Infrastructure Management

Hardware Asset Management Software Asset Management (Licenses)

CRM

Middle ware

PPM /

cPro

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S er vi ce D es ig n

Service Level Management

Best practice process

Screens

Create incident Incident in queue Processing

IT Support 1^{st/ 2nd} Level Business User

60%

due

Provide solution

100%

due

60%

due

100%

due

IRT running MPT running

Reminder Notification

processor

Escalation to Manager

Reminder Notification

processor

Escalation to Manager

Service Contract SLA calculation SLA reporting

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S er vi ce D es ig n

Service Level Management

Integration

The Service Level Management is closely integrated with further processes within the ITIL:

Service Level Management Change

Management

Service Asset & Configuration Management

Define service agreements on CI

Provides the agreed service times in the processing records

Service Catalog

Managment Financial Management

Provide data for pricing

Incident Management

Request Fulfillment

Availability Management

Assign service

agreements to services

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S er vi ce D es ig n

Service Catalog Management

Approach

SAP Solution Manager Solution:

The SAP CRM service (product) master data is used to depict the service catalog in SAP Solution Manager.

The SAP CRM Product Hierarchy is used to depict a structured content framework for services in SAP Solution Manager

Set types are groups of service attributes that semantically belong together, e.g. Price. Set types appear as assignment blocks on a service record.

With set types you create customer-specific views of a catalog for particular business partners or target groups. Prevent certain customers from seeing certain services in the catalog.

General ITIL Approach

ITIL Service Catalog Management aims to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being prepared for operation. Service Catalog Management provides vital information for all other Service Management processes, such as service details, current status, and interdependencies of services.

The service catalog is a database or structured document containing information about all live services, including those available for deployment.

Hardware New employee

Services

Create PC User

Email

Licences

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S er vi ce D es ig n

Service Catalog Management

Best practice process

Screens

Service Catalog (light) SAP Web Channel Approve Service Order

Service Request Fullfillment Business User

Select offered Service

Split Service Order

(auto) Process tasks

Auto Dispatch to

Service teams

Complete Service Request Create

IT Service Order

Approve Service

Order

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S er vi ce D es ig n

Availability Management

Best practice processes

Screens

Monitor, Measure, Report, and Analyze Availability

Availability Manager

Availability Reporting Availability Monitoring Availibility Dashboard

Investigate Service and

Component Outages Risk Assessment and

Management

Implement Countermeasures

Reporting and Data Storage in the Availability Management Information System

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S er vi ce D es ig n

Availability Management

Highlights

IT Calendar – Projected Service Outage

The Technical Administration work center in SAP Solution Manager provides tools and capabilities to support IT Operations Management teams in the efficient planning, implementation, execution, and reporting of the day-to-day operational activities.

Escalation and Notification Alerts

Notification Management allows you to centrally maintain recipients or recipient lists for various SAP Solution Manager applications, such as Work Mode Management, Alert Inbox, System Monitoring, PI Monitoring, BI Monitoring

End User Experience Monitoring

Measurement of availability and response times from an end user perspective

Reporting

Get an aggregated overview of scenario availability and performance behavior over time

Visualize trends regarding availability and performance for scenario, script, robot and single step

One infrastructure (SAP Solution Manager Monitoring & Alerting infrastructure) to monitor

Business Processes

SAP & Non SAP applications IT infrastructure devices

Further information:

http://wiki.sdn.sap.com/wiki/display/TechOps/Home

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S er vi ce D es ig n

Capacity Management

Best practice process

Screens

Review Current Capacity and Performance

Capacity Manager

Trend Analysis Capacity Reporting CPU utilization Overview

Improve Current Service and

Component Capacity Store Information in the Capacity Management Information System (CMIS)

Assess, Agree, Document, and Plan New Requirements and Capacity

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S er vi ce T ra ns it io n

_Requester Change Management Change Authority

Change Management

Change Authority

Change Management

Change Management

Best Practice process

Create Request for

Change

Process and Review RfC

Authorize Chang, Build and Test

Coordinate change build and

test

Authorize change deployment Assess and

Evaluate Change

Coordinate Change Deployment

Review and Close

Change

Request for Change Change Document

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S er vi ce T ra ns it io n

Release and Deployment Management

Best Practice process

Create Release

Record

Process Release Record

Change Execution (Build & Test)

Go-Live / Deployment of Release (Deploy)

Post Implementation

Review Plan Release

Execution

Release Closure Release Manager

Developer &

Tester

Technical Administrator

Release Manager

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S er vi ce T ra ns it io n

Supporting all types of deployments

Normal Change Urgent Change Admin Change General Change

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

!

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S er vi ce T ra ns it io n

Service Asset & Configuration Management

SAP Solution Manager as a Configuration Management System (CMS)

Configuration Item Landscape Browser SAP IT Infrastructure Management

Service Asset &

Configuration Management

cCMDB (iobjects)

Service Strategy Continual Service

Improvement

Service Design

Service Transition

Service Operation

IT Assets (ERP)

IT Infrastrucure (Network devices)

Applications (SAP & 3rdparty)

BPs

Business Process

CMDBs

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S er vi ce T ra ns it io n

Service Asset & Configuration Management

Integration

SACM is closely integrated with further processes within the ITIL:

Service Asset & Configuration Management Change

Management

Service Level Management

SLAs

Documented in

Capacity Management

Availability Management

Reflects availability in CI status

Incident Management

Problem Management

Service Continuity Management

Captures key financial information

Identifies the assets on which the business services depend Provides and maintains key

diagnostic information Identifies the impact of

proposed changes

Provides and maintains key diagnostic information

Financial Management

Reflects capacity in CI data

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S er vi ce T ra ns it io n

Knowledge Management

Best Practice process

Search released solution in Knowledge database

Assign Knowledge article (KA) to ticket

Provide solution IT Support 1^stLevel

Business User

Notification to business user

Describe solution

IT Support 2^ndLevel

Create KA with problem & solution

descriptions

Check &

release KA

Create Knowledge

Article Search released solution

in Knowledge database

Notification to end user

Screens

Process

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S er vi ce T ra ns it io n

Knowledge Distribution channels

Share Favorites

Save any ticket as your personal or as an community favorite

My Sharebox

Share Tags, Favorites, Saved Searches or Saved reports with colleagues

My Saved Searches

Define a set of filter criteria for your search and save it for a quick access

Broadcast Messaging in IT Service

Desk

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S er vi ce O pe ra ti on s

Event Management

Best practice process

Process

Screens

Monitor Alert

Inbox Analyse alert Receive

incident

Search for solutions

Provide solution (Auto- ) Forward

to Incident Management

Optional -Handover to

Problem Mgmt.

IT Experts IT Monitoring ( OCC)

Alert Monitor Alert Inbox Metric Monitoring

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S er vi ce O pe ra ti on s

Incident Management

Best practice process

Process

Screens

Create IT message

Categorize IT Ticket with guided

procedure

Receive incident

Search for solutions

Provide solution Send to

IT Support

Optional - Handover to Problem Mgmt.

IT Support Business User

Self Service UI ITSM Analytics Resolve incidents

1st Level

0 10 20 30 40 50 60

Very High High Medium Low

Total Duration Working Duration

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S er vi ce O pe ra ti on s

Request Fulfillment

Best Practice process

Requester

Browse Service

Catalog Raise Service Request Fulfill individual service Closure of Service Request tasks

Service Request Processor (IT Support)

Requester

Screens

Process

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S er vi ce O pe ra ti on s

Problem Management

Best practice process

Screens

Related Search

Process

Create Incident message

Analysis Search

solutions &

Dispatch

Lock related incidents

Deep issue investigation

Provide solution &

Update Incident(s) IT Experts

Handover to Problem Management

Create Problem message

Handover to Change Mngmt.

Create Request

for Change IT Support

1^stLevel Business

User

IT Support 2^nd Level

Process

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Thank You!

Contact information:

David Birkenbach

Senior Solution Manager

david.birkenbach@sap.com

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