Application Lifecycle Management
Best Practice Process Document
Problem Description:
How to create, process and follow up incidents
Create incidents automatically or manually with relevant context data
Manage incidents between involved organizations and partners
Overview about application incidents and other IT incidents
Application Lifecycle Management Process
ITSM – Incident Management
SAP Standards
Best Practice Solution:
Internal Incident Management
Messages as internal communication medium for the users working in different functions
in the Application Lifecycle Management. Incidents can be grouped in problems
Incident Management and exchange with SAP
Messages can be created directly out of affected SAP applications in SAP systems and
out of Monitoring
In case SAP Support has to be involved in the process of finding a solution, messages
can be forwarded to SAP out of the SAP Solution Manager system
Incident Management integrated into external Incident Management
Internal Incident Management
Communication between
Project Members Developers Testers AdministratorWorking within the
SAP Solution Manager System
…
Require-
ments
Design
Deploy
Build &
Test
Optimize
Operate
Application
Lifecycle
Management
Require-
ments
Design
Deploy
Build &
Test
Optimize
Operate
Root Cause Analysis
Projects Issue Management Testing Change Request Management Solution Solution Monitoring Mobile Office Browser SAP GUI Portal CRM SRM APO ECC IO Subsystem BI XI MDM
End to End Change Diagnostics End to End W orkload Analysis End to End Exception Analysis End to End Trace Analysis
Introscope
Appsight
Client Server Storage
Internal Incident Management
Best Practice Process – Detail
Process Description
• Messages can be used as communication medium for the users working in different functions (as project members, developers, testers, administrators, …) in the SAP Solution Manager system.
Internal Incident Management
Best Practice Process – Advantage / Integration
Advantages
• The Incident Management in SAP Solution Manager ITSM with the possibility to create messages is integrated in the whole Application Lifecycle
• No additional tool needed
Integrated with the ALM process*
• Solution Documentation • Solution Implementation • Template Management • Test Management
• Change Control Management • Business Process Operations • Technical Operations
• Maintenance Management
• SAP Engagement and Service Delivery • Upgrade Management
Incident Management and exchange with SAP
Best Practice Process
User / Key User
Incident Management and exchange with SAP
Best Practice Process
Customer Customer
Message
Message
Short Text
Incident Management and exchange with SAP
Best Practice Process – Detail
Process Description
• Report Incident
In case a user / key user detects an incident in an SAP application, a message can be created in the SAP Solution
Manager system directly out of the affected SAP system.
In case Application Monitoring is used, messages can get created automatically if an alert to a specific threshold is raised.
• Receive Incident
A responsible service desk employee selects the message in his area and takes it in process. • Search for solution
The service desk employee searches for relevant SAP Notes. • Dispatch Incident
If the service desk employee does not find a solution he dispatches the message to another support team / the next Support level.
• Initiate Root Cause Analysis
Out of the incident a Root Cause Analysis can be started. • Forward message to SAP
In case SAP Support has to be involved in the process of finding a solution, messages can be forwarded to SAP out of the SAP Solution Manager system.
Incident Management and exchange with SAP
Best Practice Process – Advantage / Integration
Advantages
• No need to log on separately to the SAP Support Portal. • No need to enter message data again
Integrated with the ALM process*
• Solution Documentation • Solution Implementation • Template Management • Test Management
• Change Control Management • Business Process Operations • Technical Operations
• Maintenance Management
• SAP Engagement and Service Delivery • Upgrade Management
• Custom Code Management
Incident Management integrated into external Incident Management
Best Practice Process
Incident Management integrated into external Incident Management
Best Practice Process - Detail
Process Description
• An external service desk can be connected to the SAP Solution Manager Service Desk, in order to make different tools available to the different levels or teams of the support organization.
Incident Management integrated into external Incident Management
Best Practice Process – Advantage / Integration
Advantages
• Based on Web services (simple, flexible, platform independent)
• The interface is open and any partner can subscribe to it, there is no preferred partner tool • Aligned with existing standards for message exchange (e.g. SOAP)
• SAP Solution Manager Service Desk can be integrated into existing service desk applications
Integrated with the ALM process*
• Test Management
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