ITIL ver.2011 with SAP Solution Manager

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<White Paper>

Document Version: 1.0 – 2013-10-01

PUBLIC

15 ITIL Pink Elephant certified processes mapped with SAP Solution

Manager capabilities

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Typographic Conventions

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Textual cross-references to other documents. Example Emphasized words or expressions.

EXAMPLE Technical names of system objects. These include report names, program names,

transaction codes, table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE.

Example Output on the screen. This includes file and directory names and their paths, messages,

names of variables and parameters, source text, and names of installation, upgrade and database tools.

Example Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example> Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system.

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Document History

Version Date Change

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Table of contents

1 Financial Management ... 7

1.1 ITIL Requirement ... 7

1.2 SAP Solution Manager Approach ... 8

1.3 Best Practice Process ... 9

1.4 Feature and Function Highlights ... 10

1.5 ITIL Process Integrations ... 10

2 Service Portfolio Management ... 11

3 Service Catalog Management ... 14

4 Service Level Management ... 20

4.1 ITIL Requirement ...20

5 Capacity Management ... 26

6 Availability Management ... 30

7 Change Management ...33

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7.5 ITIL Process Integrations ...37

8 Service Asset and Configuration Management...39

9 Release and Deployment Management ...45

10 Knowledge Management ... 49

11 Incident Management ... 52

12 Problem Management ... 56

13 Request Fulfillment... 59

14 Event Management ...62

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15 IT Service Continuity Management ... 66

15.1 ITIL Requirement ...66

15.2 SAP Solution Manager Approach ...66

15.3 Best Practice Process ...66

15.4 Feature and Function Highlights ...68

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Financial Management

1.1

ITIL Requirement

The objective of ITIL Financial Management for IT Services is to manage the service provider's budgeting, accounting, and charging requirements.

The table below describes the FM subprocesses and their objectives:

Subprocess Objective

Financial Management Support Define the necessary structures for the management of financial planning data and costs, as well as for the allocation of costs to services.

Financial Planning Determine the required financial resources over the next planning period (IT budget) and allocate those resources for optimum benefits.

Financial Analysis and Reporting

Analyze the structure of service provisioning cost and the profitability of services. The resulting financial analysis allows Service Portfolio Management to make informed decisions when making changes to the service portfolio.

Service Invoicing Issue invoices for the provision of services and transmission of the invoice to the customer.

The following roles and responsibilities occur in Financial Management:

Role Description

Financial Manager (Process Owner)

The financial manager is responsible for managing an IT service provider's budgeting, accounting, and charging requirements.

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1.2

SAP Solution Manager Approach

To depict the Financial Management ITIL process in SAP Solution Manager, SAP ERP is used as a CMDB. Several business scenarios are used. The table below describes the SAP Solution Manager approach for each of the ITIL Financial Management subprocesses:

Subprocess SAP Solution Manager Approach

Financial Management Support

Pricing and billing is provided by the SAP Solution Manager pricing module and the billing engine.

The framework for planning and analyzing financial data and costs is provided by the Controlling (CO) module of SAP ERP. This also includes the allocation of costs to services. Capital costs and depreciations are calculated by the Asset Accounting module of SAP ERP.

Financial Planning

The framework for planning and analyzing financial data and costs is provided by the Controlling module of SAP ERP. This also includes the allocation of costs to services. Financial

Analysis and Reporting

The framework for analyzing actual financial data and costs is provided by the Controlling module of SAP ERP. This also includes the allocation of costs to services.

Service confirmations can be used to document the usage of services and spare parts. Actual times are automatically transferred to the time sheet CATS first and then to the Controlling object (internal order or profitability segment).

The actual use of spare parts is transferred to the Materials Management (MM) module first and subsequently to the controlling object (internal order or profitability segment). Service Process

When creating a service process in SAP CRM, the characteristics relevant for CO must be extracted. This information is used to create a Controlling object for this service process. Service Contract

When creating a service contract in SAP CRM, the characteristics relevant for CO must be extracted. A CO object for the service contract and its characteristics is also created. Actual Confirmation

An actual confirmation has no reference to a service process or service contract. Therefore, in the case of an actual confirmation, the Controlling-relevant characteristics must be extracted directly from the confirmation and transferred to CATS/MM together with the data necessary for posting. A Controlling object with the relevant characteristics is then created directly for the actual confirmation.

Further information concerning the Controlling integration can be found under the following links: http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/5dda00a04902f9e1000 0000a1553f6/content.htm?frameset=/en/46/55084691441ca4e10000000a155369/fr ameset.htm http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/0a/4d88ef587649f4a9d16bf 34c487fe6/frameset.htm http://help.sap.com/saphelp_crm60/helpdata/fr/59/b9383fdb800804e10000000a11 4084/frameset.htm

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Billing After Contract Release

The order quantity for the contract is billed once the contract is released. Transaction-Related Billing According to Order Quantity

The order quantity is billed for a transaction, for example, a credit memo request resulting from a complaint.

Transaction-Related Billing After Completion

The order quantity is billed once a transaction (usually a service order or a service confirmation) is completed.

Further information about billing can be found at the following links:

http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/5501d391441ca4e10000 000a155369/frameset.htm

http://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/55084691441ca4e1000 0000a155369/content.htm?frameset=/en/46/5501d091441ca4e10000000a155369/fr ameset.htm

1.3

Best Practice Process

The deep integration between SAP Solution Manager and 1. An end user requests a service from the service catalog.

2. A service order is created for this customer. A service contract (of type SLA) exists for this customer and is automatically assigned to the service order.

3. The service is performed and actual consumption of resources is documented in a service confirmation. Actual costs and revenues, along with the relevant characteristics, are posted to the Controlling object internal order. From there, they can be transferred to CO module for profitability analysis.

Relevant postings in FI, MM, and HR are performed automatically as the business process progresses: For example, if a spare part is used and documented in the service confirmation, a goods issue is automatically posted, thereby updating the inventory in MM.

The hours used by the service technician are also documented in the service confirmation. They are transferred to the CATS time sheet first and from there to the internal order (Controlling object). 4. The service contract is periodically billed.

5. The service confirmation is billed (resource-related billing) once the service order is completed.

6. Based on the costs and revenues collected in the internal order and the CO characteristics transferred from SAP Solution Manager, a profitability analysis is performed in the module CO-PA. This analysis provides a greater insight into the profitability of services and customers.

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1.4

Feature and Function Highlights

Periodical Billing of Service Contract Based on a Billing Plan The service contract can be billed periodically based on a billing plan. Resource-Related Billing of a Service Confirmation

Resource-related billing can be performed based on the actual resource consumption documented in the service confirmation.

Tight Integration with Controlling Module (CO)

The service processing in SAP Solution Manager is tightly integrated with the Controlling module in ERP. Service records in SAP Solution Manager trigger automatic postings in the corresponding Controlling object.

Tight Integration with Cross-Application Time Sheet (CATS, HR)

The service processing in SAP Solution Manager is tightly integrated with the cross-application time sheet in ERP. Service confirmations in SAP Solution Manager trigger automatic postings in the corresponding time sheet of the service technician, and subsequently postings in the Controlling object.

Tight Integration with Materials Management Module (MM)

The service processing in SAP Solution Manager is tightly integrated with the Materials Management module in ERP. Service confirmations for spare parts in SAP Solution Manager trigger automatic postings in the

corresponding Controlling object.

1.5

ITIL Process Integrations

Incident Management is closely integrated with other ITIL processes: Service Portfolio Management

The financial analysis is an important part of the Portfolio Management process. It contains information on the costs for providing services and provides an insight into the profitability of services and customers.

Change Management

A request for a budget can be issued from any of the Service Management processes at the same time when compiling a request for change. An approved budget request means that the required financial resources for implementing a change are approved by Financial Management.

Service Level Management

The billing of a service can depend on the provided service level. Service Asset and Configuration Management

Capital costs are calculated for configuration items and aggregated to the total costs of a service. Request Fulfillment

Cost calculation based on effort for Request Fulfillment Incident Managament

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Service Portfolio Management

2.1

ITIL Requirement

Service Portfolio Management (SPM) involves proactive management of the investment throughout the service lifecycle, including those services in the concept, design, and transition pipeline, as well as live services defined in the various service catalogues and retired services.

The process responsible for managing the service portfolio. Service portfolio management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service portfolio management considers services in terms of the business value that they provide. The service portfolio is the complete set of services that are managed by a service provider. It is used to manage the entire lifecycle of all services and includes three categories:

Service Pipeline (Status: Proposed, In Development) Service Catalog (Status: Live, Available for Deployment) Retired Services (Status: Retired)

Service Portfolio Management helps eachcustomer to determine: What services are available

What charges are associated with each service Why they should use these services

Why they should use this specific service provider Meanwhile, theservice provider can determine:

What strengths, weaknesses, and gaps exist in their service portfolio What their investment priorities and risks are

How their service assets (resources and capabilities) should be allocated to address these priorities and risks SPM is an ongoing process and includes the followingkey activities:

Define: Collection of a validated inventory for all existing and proposed services and their business cases. Analyze: Identification of which services are required for the organization to achieve its service goals, how well the existing service portfolio meets these needs, which service assets are required for the service strategy, and how to align and prioritize to meet demands.

Approve: Finalization of the desired future state of the service portfolio and authorization for retention of appropriate existing services, and required investment in the replacement, rationalization, refactoring, renewal, or retirement of existing services.

Charter: Communication of approved decisions relating to desired changes to the service portfolio and the execution of actions to promote newly chartered services into service design, refresh selected existing services in the service catalogue and initiate service transition activities.

Each service in the service portfolio is owned by a product manager (service manager). The service manager is responsible for managing this service as a product over the entire lifecycle.

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2.2

SAP Solution Manager Approach

The Service Portfolio Management in SAP Solution Manager is based on SAP CRM Service Products. Additionally, the Project & Portfolio Management Suite of SAP can be leveraged to extend the portfolio management

capabilities.

A service product is the technical entity that represents an ITIL service object and holds all references to SLA, other transactions related to the service or configuration items as well as service attributes such as status. With SAP Resource and Portfolio Management (RPM), you can address the strategic aspects of Portfolio Management, monitor project status - including information about project resources - and manage your entire project portfolio. You can align activities, resources, and budgets with business priorities, allowing for increased portfolio transparency, timely monitoring of portfolio performance, easier resource forecasting, avoidance of bottlenecks, and improved decision making. These project and Portfolio Management solutions in SAP ERP, SAP PLM, and SAP xApps composite applications seamlessly integrate with one another to give you optimal

management tools. In addition, effective project and Portfolio Management functions allow you to pool information from different project management areas, such as HR, finance, and time-recording systems. As a result, you can monitor and coordinate all projects in your enterprise and make optimal use of valuable resources. The user requests a new service or the improvement of an existing service by sending a service requirement ticket. These requirements are related to a service portfolio item and are managed as part of the Service Portfolio Management process. The phases of the service portfolio item are reflected by the status of the service asset in the CMS.

In general, all services have to be documented in the CMS as a service CI with one of the following statuses: Service Pipeline: Services with the statusRequirement,Design,Development, orTest

Service Catalog: Services with statusReleased orOperational

Retired Services: Services with the statusRetired

The operational implementation of new requirements is documented and executed with requests for changes and change documents.

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2.3

Best Practice Process

Request of Service Requirements Create a Service Portfolio Item Process the Service Portfolio Item Create of a Service Asset in the CMS

Create or relation of Changes to Service Assets Identify Service Assets in the Service Portfolio

2.4

ITIL Process Integrations

Service Asset and Configuration Management

Each service portfolio item has a corresponding service asset (service CI) in the CMS. The status of the service CI must match the current phase of the service portfolio item.

Incident Management/Problem Management

For incidents, the service CI relates to the affected IT service. This information can be used as a trigger to improve the IT service and avoid interruptions to the service in the future.

Change Management

Change Management implements the requirements from Service Portfolio Management. The respective requests for change are defined and implemented during the entire life cycle of an IT service.

Service Catalog Management

The service portfolio items are represented by a configuration item in the CMS. This means that all service CIs with the statusReleased orOperational can be added to the service catalog.

Demand Management

Service Demands are processed in the SPM Financial Management

Provides available Funds, and Service Cost Planning for the SPM Business Relationship Management

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Service Catalog Management

3.1

ITIL Requirement

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.

There is a clear distinction between business services in the service catalog (services visible to the customer, defined by SLAs) and supporting services (services visible only inside the IT organization, defined by OLAs or UCs) that are part of the technical catalog.

The service catalog is a database or structured document containing information about all live services, including those available for deployment. The service catalog is the only part of the service portfolio published to customers and is used to support the sale and delivery of IT services. The service catalog includes information about

deliverables, prices, contact points, ordering, and request processes.

The following roles and responsibilities occur in Service Catalog Management:

Role Description

Service Catalog Manager (Process Owner)

The service catalog manager is responsible for maintaining the service catalog, ensuring that all information in the service catalog is accurate and up-to-date.

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3.2

SAP Solution Manager Approach

The following elements are used to depict the ITIL service catalog process in the SAP Solution Manager: SAP CRM Product Catalog

The SAP CRM service (product) master data is used to depict the service catalog in SAP Solution Manager. While in other business scenarios (for example, a sales scenario) the SAP CRM product catalog mostly contains physical products, in the context of an ITIL service catalog, it only contains services. In this document, the term service catalog is used to describe the use the SAP CRM product catalog in an ITIL environment.

SAP CRM Product Hierarchy and Categories

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

While in other business scenarios (for example, a sales scenario), the SAP CRM product hierarchy mostly contains physical products, in the context of an ITIL service catalog, it is only used for services.

Therefore, in this document we refer to the service hierarchy.

Service hierarchies consist of categories and are used to group services according to different criteria. The purpose of a hierarchy depends on the business criteria involved.

A hierarchy can contain multiple levels and can be used for control or informative purposes. All lower-level categories inherit the set types from the higher-level category. Additional set types can be assigned to lower-level categories.

A service can be assigned to more than one category as long as the categories belong to different hierarchies. A service can, therefore, only be assigned to one category in each hierarchy.

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Set Types

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.

SAP CRM Service Record

An ITIL service record is depicted by a SAP CRM service. In the context of the ITIL Service Catalog Management process, the following set types are relevant:

Prices

Prices are used for pricing purposes in business transactions (for example, service orders or contracts). They are based on the condition technique and enable pricing information to be determined from the pricing condition records you create for the service concerned.

The mechanism by which prices are calculated is extremely complex. It enables a number of prices to be calculated, such as gross price, discount, and surcharge, which might be relevant for a certain customer or on a certain date.

The data required for calculating the price can be derived from the pricing information specified for a service order, service contract (SLA), service or customer.

Status

Lifecycle status of a service Descriptions

For example, service descriptions and access instructions Dependencies with Other Services

Dependencies exist in both directions, that is, services that require this service and service required for this service.

CI Object Model Related to the Service

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3.3

Best Practice Process

The creation of service records is part of Service Portfolio Management (not Service Catalog Management). When a service record is made available for deployment (by SPM), it can be transferred to the service catalog by the Service Catalog Manager.

Service Order Process Create IT Service Order:

Business User selects available services from the published Service Catalog. In the Self Service UI the User gains detailed information about the service , price and availability.

Process Service Order:

Depending on the service, the order could contain several subitems, that contribute the service delivery. The service can be divided in several material requirements, service requests and license requirements. Each of them will processed individually but they all are aggregated back in the service order.

It is possible to use a approval step of each subitem, before the follow up process of each process will be triggered.

The Material requirement would need to be connected with an ERP system to process the logistic process. The License demand can be processed with IPM ( Intellectual Property Management) capability based on SAP CRM.

The Service Request is processed in SAP Solution Manager according the process described in chapter of Request Fulfillment.

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3.4

Feature and Function Highlights

Creation of a Service Catalog

The service catalog manager creates a new service catalog, maintains the header data, including validity, and sets the status of the service catalog header toActive.

Creation of Service Catalog Areas and Subareas

The service catalog manager structures the catalog into areas and subareas, transfers relevant parts of the service hierarchy into the service catalog, assigns services to the service catalog, and sets the status of the relevant catalog areas toActive.

Creation of a Service Catalog View

The service catalog manager uses catalog views to create customer-specific views of a catalog for particular business partners or target groups. For example, they can prevent certain customers from seeing certain services in the catalog. The views contain particular areas and items from a main catalog and are visible only to assigned recipients. The catalog manager sets the status of the catalog view toActive.

Creation of a Service Catalog Variant

The service level manager creates a new service catalog variant. Defining catalog variants enables you to generate catalogs in several languages, currencies, or distribution chains on the basis of the same set of data. The service level manager sets the status of the catalog variant toActive.

End User Selects Services from Business Service Catalog

The end user can only select services from the business service catalog that have been defined and released for the customer's organization.

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3.5

ITIL Process Integrations

Service Catalog Management is closely integrated with other ITIL processes: Service Portfolio Management

Services are created in Service Portfolio Management throughout their lifecycle. When they are ready for deployment, they are transferred to Service Catalog Management.

Services can be offered in different service levels in the service catalog. Service Asset and Configuration Management

In the technical service catalog, you can see the CI object model, which is provided by Service Asset and Configuration Management.

Change Management

When the end user selects a service from the service catalog, this can lead to a request for change and subsequent change.

Financial Management

Provides data of service order into FM Request Fulfillment

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Service Level Management

4.1

ITIL Requirement

ITIL Service Level Management (SLM) aims to negotiate service level agreements (SLAs) with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also

responsible for ensuring that all operational level agreements (OLAs) and underpinning contracts are appropriate and for monitoring and reporting on service levels.

The table below describes the SLM subprocesses and their objectives:

Subprocess Objective

Maintenance of the SLM Framework

Design and maintain the underlying structure of the customer agreement portfolio and provide templates for the various SLM documents.

Identification of Service Requirements

Identify desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements must be documented and submitted for initial evaluation so that alternatives can be found at an early stage for requirements that are not technically or economically feasible.

Agreements Sign-Off and Service Activation

Have all relevant contracts signed off after completion of service transition and check whether service acceptance criteria have been fulfilled. In particular, this process makes sure that all relevant OLAs are signed off by their service owners and that the SLA is signed off by the customer. Service Level Monitoring and

Reporting

Monitor achieved service levels and compare them with agreed service level targets (service level report). This information is circulated to

customers and all other relevant parties as a basis for measures to improve service quality.

The following roles and responsibilities occur in Service Level Management:

Role Description

Service Level Manager (Process Owner)

The service level manager is responsible for negotiating service level agreements and ensuring that these are met. They make sure that all IT Service Management processes, operational level agreements and

underpinning contracts are appropriate for the agreed service level targets. The service level manager also monitors and reports on service levels. Service Owner The service owner is responsible for delivering a particular service in the

agreed service levels. Typically, they act as the counterpart of the service level manager when negotiating OLAs. Often, the service owner will lead a team of technical specialists or an internal support unit.

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4.2

SAP Solution Manager Approach

To depict the Service Level Management ITIL process in SAP Solution Manager, several business scenarios are used:

SAP CRM Service Contract Management is used to document service level agreements (SLAs), operational level agreements (OLAs) and underpinning contracts (UCs).

SLAs, OLAs, and UCs are represented in the SAP Solution Manager as different record types. These record types are based on the SAP service contract and contain service profiles, response profiles and service level metrics. Service Profiles

Service profiles define the timeframes during which the IT services specified in the contract must be executed. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level, as well as the response times.

Response Profiles

Response profiles define the periods in which the processing of the service should start and by which the processing should be completed. The corresponding dates (first response date and completion date) are

calculated based on these periods and with reference to the service profile in the service process, which is created with reference to the contract.

Both service profiles and response profiles can be assigned to a number of transactions, such as service request (or incident), problem, request for change, and service order. They can be determined from different sources, such as contracts, products, CIs, or specific customers.

Service Level Metrics

Service level metrics are criteria negotiated between a customer and service provider that define a quantitative target that must be achieved for the service provided in a timeframe. SLMs are assigned at the contract item level. Actual measurements can be maintained in the interface using reading either manually or automatically.

With the help of service level metrics, actual measurements can be compared to the plan values (targets). Anomalies can then be detected and issues can be remediated.

SAP Service Contracts

Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services in tolerance limits for certain parameters, for example, in a predefined period.

The promised service (such as maintenance or hotline) is defined at contract item level. The following data is also maintained at the service contract item level:

Service profile and response profile

See definition of service and response profile in the previous paragraph Service Level Metrics

See definition of Service Level Metrics above CI List

In the CI list, you assign CIs to which the service stipulated in the contract item refers. Product List

In the product list, you enter the services and service parts that should be contained in the service stipulated in the contract item.

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Price agreements

In addition to the prices defined at header level, special price agreements can be made for each contract item. Price agreements are contract-specific prices and discounts. You define which services are covered

completely, partially, or not at all by a contract.

In a price agreement, you can define, for example, that the customer is not charged for service parts and that the installation of service parts should be billed at USD 25 per hour. If contractually agreed service processes are executed, the system takes the price agreements defined in this contract into consideration during billing. Price agreements do not have any influence on periodic contractual billing. The amounts for periodic billing are made up of the header and item conditions in the contract.

Billing Plan

Billing plans in the contract items control periodic billing. The billing requests are generated according to billing plans and their Customizing settings and transferred directly to the CRM Billing.

Processing Time Calculation

Processing time monitoring can be used to monitor incidents and service requests that are covered by SLAs, OLAs, and UCs. Typically, for each SLA, OLA, and UC, the initial reaction time (IRT) and maximum processing time (MPT) are monitored. Plan values are calculated with the help of the service profile and response profile that are defined in the SLA, OLA, and UC records. Reporting capabilities are available to compare planned and actual values.

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4.3

Best Practice Process

The process sequence below describes the creation of a service requirement. After collection and evaluation of the service requirements, a service contract (of type service level agreement) is created as a follow-up record to the service requirement. Both are linked to each other, which means that at any time, the service requirement can be accessed from the SLA and vice versa.

Finally, a service review is created as a follow-up record to the SLA. 1. Create parameters for service level agreement (SAP CRM)

The SLA parameters service profile and response profile are integrated as default settings in SAP CRM. However, you can also freely define other company-specific parameters to support specific business processes.

2. Create service requirement

You create a service requirement. A service requirement identifies the desired outcome (requirements from the customer viewpoint) for new services or major service modifications. Service requirements can contain a reference to the customer, the service provider, prices, as well as releasable products and services. These conditions and products can be valid for service contracts that are created with reference to this service requirement.

3. Create items in service requirement

You create the items in the service requirement. In the system, you create the services that should be agreed upon in the service contract items as products of type service (for example, maintenance, hotline,

inspection).

4. Maintain price agreements

You maintain price agreements in the service agreement. Note that price agreements in contract items take precedence over prices defined in the contract header.

5. Maintain product list (SAP CRM)

You maintain the product list in which you define the services and service parts that can be claimed in the context of service order processing with reference to a service contract.

6. Create service contract

You create a service contract (of type SLA, OLA, or UC) based on the service requirement. 7. Maintain object list (CI list)

In the object list, you enter the CIs for which the service agreed upon in the service contract item can be claimed.

8. System generates billing plan

9. System generates billing request items

10. Release service contract items and save contract

You release the items in the service contract and save the service contract. 11. System performs revenue recognition for service contracts

12. System creates and assigns appropriate controlling object

A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

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4.4 Feature and Function Highlights

Automatic Determination of Service Profile and Response Profile

When a service order is created for a certain customer, the service profile and response profile can be determined automatically. An access sequence is processed to determine the service profile and response profile from an existing service contract, a CI, a service, or a customer.

The same functionality is available for incidents, service requests, and requests for changes. Date Calculation Based on Service Profile and Response Profile

Once a service profile and response profile have been determined, the planned dates (initial reaction and to do by date) are calculated.

This functionality is available for service orders, incidents, service requests, and requests for change. As it is performed on item level, a record with several items (for example, a request for change) could have a separate date calculation on each item.

Pricing Based on Service Profile and Response Profile

The pricing can be determined based on service profile and response profile. For example, a 10% surcharge to the standard price can be calculated for a service that is delivered with a 24x7 service window.

Referenced CIs of a Service Level Agreement

You can select all service contracts (SLAs, OLAs, UCs) that are related to a certain CI. In the CI record, you can see a list of all related service contracts.

Monitoring of Processing Times in an Incident (covered by SLA, OLA, and UC)

In incident and service request records, you can calculate planned dates for each SLA, OLA, and UC. Actual processing times are recorded and compared with the planned dates. Thresholds can be defined and monitored.

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4.5

ITIL Process Integrations

Incident Management is closely integrated with other ITIL processes: Service Catalog Management

When an end user orders a service from the service catalog, the corresponding service level can be automatically determined using the underlying SLA.

Incident Management

When an incident is created, the service profile and response profile can be automatically determined to calculate the planned dates for first reaction and completion of the incident.

Change Management

When a request for change is created, the service profile and response profile can be automatically determined to calculate the planned dates for first reaction and completion of the change.

Service contracts of all types (SLA, OLA, and UCs) reference the CIs that are covered by the agreement. Request Fulfillment

Provides the agreed service times in the processing records Financial Management

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5

Capacity Management

5.1

ITIL Requirement

The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner. Capacity management considers all resources required to deliver an IT service, and is concerned with meeting both the current and future capacity and performance needs of the business.

The main objective of ITIL Capacity Management is to provide cost-justifiable capacity in all areas of IT relevant to current and future needs of the business. The main activities are monitoring the current capacity demand and predicting the future capacity demand from a business, technical, and component point of view. Besides technical monitoring, typical activities include observing trends and capacity tuning, optimizing the capacity demand by proposing business activities, scheduling, modeling, and sizing activities.

5.2

SAP Solution Manager Approach

Capacity Management in SAP Solution Manager is a comprehensive framework for monitoring and alerting combined with an integrated data warehouse solution, the SAP Business Warehouse (BW). This allows an integrated technical approach for Capacity Management, Availability Management, and Event Management. The monitoring and alerting infrastructure in SAP Solution Manager provides the functionality to monitor the capacity and availability for all Configuration Items such as applications or Infrastructure, both SAP and non-SAP. You can define metrics thresholds for monitoring and customize event and alerting options based on these thresholds.

This data is persisted in the integrated SAP Business Warehouse , where the customer can access predefined out of the box reporting or extend the existing templates. This makes it easy to monitor the components and provided services and gather information about their availability

5.3

Best Practice Process

Review Current Capacity and Performance

The central monitoring in SAP Solution Manager 7.1 is the foundation for reliable and stable operation of complex heterogeneous system landscapes, as well as their instances, databases, hosts, and business processes. The monitoring application provides a status overview of all technical systems, not only showing the capacity or performance of a chosen managed object but also information about existing alerts.

In a top-down approach, you are able to see your different system components, integrating all metrics and events, including their thresholds and current rating or value. The data shown is automatically determined inside SAP Solution Manager based on the component data stored in the landscape management database (LMDB).

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Improve Current Service and Component Capacity

For improving current service and component capacity, SAP Solution Manager provides SAP Technical Analytics, an efficient feature for evaluating and reporting the availability, capacity, and performance of your productive systems. The reports are structured and designed to provide information that can help with trend analysis as well as statistical evaluation of technical component usage.

Technical Analytics provides an aggregated overview of the managed objects behavior over a period of time and provides dashboards to visualize the trends in various categories such as availability, performance, exceptions, capacity, and usage. Based on the trend analysis, optimization of internal processes and IT setups is more efficient.

Store Information in the Capacity Management Information System (CMIS)

SAP Solution Manager comes complete with a reporting engine (SAP BW), which uses stored data to generate not only different technical reports, but also highly aggregated management view reports.

The reporting, analysis, and interpretation of business data is essential for a company to guarantee its competitive edge, optimizing processes, and enabling it to react quickly and in line with the market. As a core component of SAP Solution Manager, the SAP Business Information Warehouse (SAP BW) provides data warehousing functionality, a business intelligence platform, and a suite of business intelligence tools that enable businesses to attain these goals. Relevant business information from productive SAP applications and all external data sources can be integrated, transformed, and consolidated in SAP BW with the toolset provided.

SAP BW provides flexible reporting and analysis tools to support you in evaluating and interpreting data, as well as facilitating its distribution. Businesses are able to make informed decisions and determine target-orientated activities on the basis of this analysis.

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

Technical Analytics, in combination with the integrated SAP BW, provides all relevant data for assessing, agreeing, documenting, and planning new requirements and capacity.

SAP EarlyWatch Alert as part of Technical Analytics is a diagnosis that monitors solutions in SAP and non-SAP systems in SAP Solution Manager. The following managed system data is collected weekly and passed to SAP Solution Manager: General component status, system configuration, hardware, performance development, average response times, and current system load. Correlating provided utilization, capacity, and workload data indicates trends for capacity planning.

5.4

Feature and Function Highlights

Measuring Performance and Capacity Data in SAP Solution Manager

SAP Solution Manager's monitoring and alerting infrastructure discovers and collects performance and capacity data from managed systems to which it is connected, providing a single-point management tool for performing system monitoring, analysis, and management activities. Monitoring the systems ensures SAP customers continued availability and performance and enables them to detect and manage problems proactively.

Delivering SAP templates enables customers to measure performance, exception, and capacity data in an easy and flexible way. The templates contain SAP best practices and standards and can be extended and customized depending on the customer's landscape requirements regarding the activation and deactivation of metrics and alerts, modifications to thresholds or the configuration of autoreactions.

Work Mode Management and Monitoring Customizing for Controlling Frequency and Format of Monitoring Activities

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The Work Mode Management application allows you to schedule and maintain work modes (for example, down time and peak business hour) for selected components and is tightly integrated with the monitoring capabilities. For example, alerting and monitoring are sensitive to planned downtimes so that no spurious alerts are triggered. It is also possible to define work mode-specific and template-specific settings in monitoring templates, such as collection period of data collectors or metric thresholds. Certain alerts can be switched on or off for different work modes. Alert consumers can be defined depending on the work mode. For example, during peak business you want to be notified if the average dialog response time exceeds 1000 ms; during other work modes you do not expect a notification at all.

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Trend Analysis

SAP Solution Manager enables you to set up a standardized service level reporting system that combines information from several EarlyWatch Alerts in a solution landscape. The trend analysis displays specific data over a period of three months. In addition, you can also include the average response times of certain transactions into the reports in standard service level reporting.

Another advantage of service level reporting in the solution landscape is that you can combine different weekly reports to generate monthly reports and track the trend over a certain time period. In addition, you can set target values for specific parameters that cause red ratings in the reports and adapt the capacity for the measured values.

5.5

ITIL Process Integrations

Capacity Management is closely integrated with other ITIL processes: Availability Management

Capacity and availability monitoring and data collection are closely integrated in SAP Solution Manager; both use the same infrastructure and data storage and capacity. Availability data can be monitored and analyzed using the same views.

Incident Management

When using the monitoring and alerting infrastructure for monitoring and analysis purposes, this is closely integrated with Incident Management because it is possible to create incidents and jump to the ticket creation directly from the monitoring overviews.

The services and components overviews in the monitoring capabilities of SAP Solution Manager allow you to drill down directly from the monitored CIs to the related information stored in the CMS.

The monitoring and alerting infrastructure contains predefined service level reports and allows you to define and report additional service level KPIs.

Event Management

The monitoring infrastructure is completely integrated with the event and alerting infrastructure. For services, technical components, and each measured performance or capacity KPI, it is possible to define the detection of events and production of notifications.

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6

Availability Management

6.1

ITIL Requirement

The goal of Availability Management is to provide IT services on a cost-effective level matching or exceeding the current and future business needs. A key activity is monitoring and controlling the availability, reliability, and maintainability of IT services and components. Another important part of Availability Management is conducting impact analysis, risk management, producing an availability plan, and providing information about planned service outages.

6.2

SAP Solution Manager Approach

Availability Management in SAP Solution Manager is a comprehensive framework for monitoring and alerting combined with an integrated data warehouse solution, namely the SAP Business Warehouse. This allows an integrated technical approach for Capacity Management, Availability Management, and Event Management. The monitoring and alerting infrastructure in SAP Solution Manager provides the functionality to monitor the availability not only of all relevant Configuration items such as applications or Infrastructure, both SAP and non-SAP, but also on various layers ranging from dependent components to the defined IT service, which is usually provided by several technical components. Thresholds can be defined for all of these metrics and you can customize event and alerting options based on these thresholds. In addition, SAP BW, the professional data warehouse tool, uses this availability and capacity data for standard reporting and highly flexible functionalities for aggregating, correlating, and calculating any data and KPIs.

6.3

Best Practice Process

Monitor, Measure, Report, and Analyze Availability

The SAP Solution Manager allows to monitor and report on all of customers IT landscape. Dependend on the technology it uses different agents to collect data. This data is persisted in the integrated, where the customer can access predefined out of the box reporting or extend the existing templates. This makes it easy to monitor the components and provided services and gather information about their availability.

The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability

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When detecting a service or component outage using monitoring views or created incidents, you can drill down to technical information about the service, component CI, or information about underlying CIs that caused the error. SAP root cause analysis helps you to analyze and solve the problem.

Risk Assessment and Management

SAP Solution Manager provides an overview of the landscape and dependencies of CIs in the CMS and monitoring overviews. It also offers trend analysis for CIs and services, as well as providing comprehensive reporting

functionalities that allow multidimensional analytics of data and trend correlation. This information supports the detection of possible risks and helps you to plan countermeasures. A detailed risk list may be controlled by Knowledge Management.

Implement Countermeasures

SAP Solution Manager supports a mechanism through which any arbitrary code execution is possible as an automatic reaction to selected alert types. Code executed in this way is generally referred to asautomatic reaction to alerts or justautoreaction. E2E monitoring and alerting infrastructure does not include any autoreaction features other than the standard autonotification and autoincident creation features described above, but can be extended with all kinds of customer-specific BAdI implementations.

Reporting and Data Storage in the Availability Management Information System

All availability and capacity data are stored in the SAP Solution Manager integrated business warehouse. This allows you to aggregate data, define different residual times for aggregation levels in the database, and use various functions for correlating and evaluating data.

6.4 Feature and Function 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.

In particular, it offers the functionality SAP IT Calendar, which provides customers an overview of the planned work modes (for example, downtimes and peak business hours) for selectable systems and technical

components in a calendar view. It can be used as the single source of truth for both IT and business departments, with regards to planned uptimes and downtimes for systems This helps you to answer questions, such as “When is the next planned downtime for system ABC?” or “When are the next peak business hours for system ABC?” 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, and so on. Different recipient lists can be maintained for different use cases, for example, notifying end users about upcoming system downtimes or notifying technical operators that they should look into an alert. Notifications can either be created automatically, if a certain alert is triggered, or created manually. In addition, customers can define error handling procedures and escalation paths adapted to their individual needs and business workflows.

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6.5

ITIL Process Integrations

Availability Management is closely integrated with other ITIL processes: Capacity Management

Availability monitoring, capacity monitoring, and data collection are closely integrated in SAP Solution Manager – both use the same infrastructure and the same data storage and capacity. Availability data can be monitored and analyzed using the same views.

Incident Management

When using the monitoring and alerting infrastructure for monitoring and analysis purposes, there is a close integration to Incident Management because it is possible to create incidents and jump to the ticket creation directly from the monitoring overviews.

The services and components overviews in the monitoring capabilities of SAP Solution Manager allow you to drill down directly from the monitored CIs to the related information stored in the CMS.

The monitoring and alerting infrastructure contains predefined service level reports and allows you to define and report additional service level KPIs.

Event Management

The monitoring infrastructure is completely integrated with the event and alerting infrastructure. For services, technical components, and each measured performance or capacity KPI, it is possible to define the detection of events and production of notifications.

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7

Change Management

7.1

ITIL Requirement

A Change is defined as addition, modification or removal of anything that could have an effect on IT services. Changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items.

Change Management: Responsible to control the lifecycle of all changes in order to minimize downtimes of the IT services and maximize the value resulting in a change.

Enterprises have to adapt to the new market challenges more and more frequently. These changes often result in adaptations to the IT infrastructure and application landscape. Businesses today require their IT services to meet these needs precisely and demand a high level of flexibility, elasticity, and thoroughness. The answer to this is a proactive Change Management process, the aim of which is to enable changes to be implemented reliably, economically, and on-time. The use of standardized methods and processes minimize the risks of disruption to the IT service.

Change Management must, therefore, maintain a balance between flexibility and stability. For each change, it is essential to weigh up the potential negative impact, for example, on availability of resources, with the anticipated benefits of the change. The Change Advisory Board (CAB) deals with what can be a difficult decision-making process. This board, which is comprised of highly experienced and senior key individuals, looks after the interests of the customers and service operators. In order to take account of the time-to-market aspect, the decision-making process must have a lean and flexible structure. To remove some of the burden from the CAB, processing simple and routine changes must be possible without any red tape. This requires a standardized risk-assessment process, the categorization of changes, which makes a distinction between critical and non-critical changes. The Change Management process must enable changes to be implemented smoothly and reliably in the event of an emergency. This requires an Emergency Change Advisory Board (ECAB), which normally comprises of two experienced service employees.

7.2

SAP Solution Manager Approach

Change Management in SAP Solution Manager is based on SAP CRM service documents. These documents are preconfigured for Request for Change (change Request) and Change Documents (Change Records/Execution) with experience collected by many SAP customers. The solution as part of SAP Solution Manager is called Change Request Management and is highly integrated into the SAP environment. It provides tool support for the

processes Change Management and Release and Deployment Management. However, the tool does not just allow you to manage SAP-related changes; all kinds of changes can be managed.

There is a standard, preconfigured process that can be automatically set up with a guided configuration procedure. Based on this ready-to-use configuration, customers can adjust the tool to match their individual processes, such as status values, service organization, user roles, escalation procedures, notifications, UI adoptions, and reporting. For individual configurations, SAP offers many standard functionalities that are available in all SAP systems (authorizations, workflows, inbound and outbound channels, and so on) as well as an easy enhancement workbench to make individual field adjustments without the need for coding. SAP Solution

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Manager comes complete with a reporting engine (SAP BW) that can be used to generate a report based on any field in the document. You can even include this field in a dashboard (a highly-aggregated management view report).

Change Request Management uses two main entities: The request for change, for reporting new requests for change, and dedicated change records, for the individual execution of changes based on the evaluation performed as part of the request for change process. This provides customers with a high level of flexibility when dealing with changes in their enterprise.

7.3

Best Practice Process

Create a Request for Change

The process typically starts with creating a request for change. A requestor (change initiator) creates a new request for change and describes the requirements or tasks that will be fulfilled with this change. As an

alternative, the change might result from other processes, such as Incident Management, Problem Management, or Request Fulfillment.

Process Request for Change

Once the request for change has been created, it is picked up by a processor (for example, a process manager or change practitioner) who further evaluates the change. This includes a detailed analysis of the change, including risk assessment, impact analysis, and categorization.

Approve Request for Change

After all these details have been specified, the request for change needs to be authorized by a change authority. Who is responsible for the change depends on the result of the request for change validation in step 2.

Example: If an emergency change is made, an extra change authority might be required than for a normal change. For standard changes, which are preauthorized, this step is completely skipped because the change has already been carried out and defined as a standard change.

Change Execution

Once the change has been approved, it can be handed over to the execution. In this step, another change record is created that is associated with the request for change. A dedicated workflow model guides the execution of the change based on the change type that has been defined before. The tool also controls the test execution and makes sure that segregation of duties is applied.

Manage Release of Change

Once the change has been implemented in the development environment and has been tested from a functional point of view, the coordination of the release of the change is handed over to the Release and Deployment Management process. This process is relevant for managing the successful transfer into the productive environment.

Closure of Change

Once the change has been released, it can be closed and confirmed by the initiator. Once the change record has been confirmed by a process manager, the related request for change is also set to the status Implemented and can be confirmed by the change initiator.

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7.4

Feature and Function Highlights

Approval Management

You can assign an approval transaction to the request for change. This transaction must then be processed before the request receives the statusApproved. An approval transaction is an approval process that consists of a defined sequence of approval steps. During Customizing, you can define which approval steps must be completed for each approval transaction. You can choose which steps can run in parallel and which steps are interdependent. For each approval step, you can also define which business partner role is responsible for executing it. If you later select the approval transaction in the request for change, you have to assign a concrete business partner to each step. Each business partner can be informed through a workflow item or e-mail from the SAP Business Workflow if they need to make a decision.

To execute the approval, you can choose between three options:Approved, Rejected, andNot Relevant. In addition, the approver can enter a comment for each approval step when executing this step. All this information is also recorded in the change log and can be called up at any time.

You can define any number of approval transactions in Customizing. You can assign these to a request in line with the change type. You can also use a set of rules to define your own rules. These rules can, for example, assign a certain approval transaction on the basis of field values (for example, if the urgency and priority of the change are very high, you need to use a different approval transaction than for a normal change).

In the standard system, SAP provides a simple approval transaction that consists of just one approval step for the change manager. You can adjust and enhance this as required.

Tight Integration with Release and Deployment Management

Especially for SAP related changes, there is a tight integration with SAP’s transport management system, which enables clients to easily coordinate the transfer and deployment of changes throughout the landscape. This functionality is deeply integrated into the Change Management process, including additional technical checks (for example, the change cannot be set toSuccessfully Tested if the change has not reached the test environment and, therefore, cannot be tested). The integration also helps to increase the effort for managing changes and their release, as well as supporting the client by keeping the landscape consistent, as only tested and validated changes are released by the system.

Actions and Conditions Framework

The solution is very flexible and allows a lot of automation for workflows and notifications. This is based on the actions and conditions framework in the background: The Post Processing Framework (PPF) provides SAP applications with a uniform interface for the condition-dependent generation of actions (for example, printing delivery notes, sending email notifications, or triggering approval procedures). The actions are generated if specific conditions are met for an application document, for example, a specific status is set (approved) or a specific date has been reached (two weeks before end of SLA time). The actions are then processed either directly or in a scheduled report later.

This framework allows you to define in detail what types of activity are allowed for the user (for example, change of status) and what types of activity are triggered automatically, based on a given condition.

Examples:

Automatic escalation of the record if a defined timeframe has passed: When the initial response time is not met or the execution of the change takes too long, the escalation level of the ticket can be raised and a timeframe of the escalation is saved. Notifications can also be sent to relevant personnel

Management of actions that are displayed to the end user, for example, if the current status of the document isIn Development the user has other actions available, such as the statusTo Be Tested

Automatic setting of the request for change status if the related change record has been fulfilled: When the change record is closed, the related request for change is set toImplemented automatically, This triggers a

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notification to the change manager or requester asking them to confirm the successful change implementation

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Multilevel Categorization

The categorization plays an important role in the incident and Problem Management process. IT can define various levels. SAP Solution Manager provides a template schema as a starting point for defining your own categories. You first decided how many levels to use. In the standard system, the process is designed for four levels. The person who enters the message only selects the first two levels.

The following is an example of a categorization:

Level 1: Typing the document (incident, service request, test error, alarm) Level 2: Typing the IT area (SAP, IT hardware, mobile application)

Level 3: Typing the error (error message, crash, missing data) Level 4: Specific error (Cannot create data in SM,Error 6734)

Good categorization offers fundamental benefits during later processing of the message.

The categorization can be used for automatic assignment to a processor or a support team, reducing the workload of the first support level, or even bypassing them completely.

The categorization is used to propose knowledge articles with the same category to the processor. These articles can be assigned to the incident and may already provide a solution.

The categorization is used to display problem messages with the same category (if any exist) to the incident processor. The processor could, for example, assign the incident to a problem with the same root cause. The category is used as the basis for displaying a template document to the processor. The processor can adopt the template and automatically copy standard texts to the document, such as a standard response for resetting a password.

The categorization plays an important role in evaluating incidents in order to identify trends or filter error messages.

7.5

ITIL Process Integrations

Change Management is closely integrated with other ITIL processes: Incident Management

Incidents may request a change in the configuration of a service in order find a solution to the incident. However, a change may also result in the failure of the service and incidents are created to get the service working again. Problem Management

An increase of incidents in a certain area may indicate a problem in the process design of the service. Problem Management can help to identify the root cause and help to put a solution in place. New requests for change often need to be created and processed in order to close and solve those problems.

Request Fulfillment

As part of the fulfillment process of a service request, it may be necessary to create a request for change. Change Management is integrated so that requests for change can be created and processed easily without losing the context information about the related service request.

A configuration item (CI) indicates which service is affected by a change. Knowledge about the relationship with other CIs supports effective solution finding.

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The business requirements for a service are described in service level agreements. Service Management offers a tool to monitor the fulfillment of those agreements, especially in the case of failures (reported through incidents). This is also important for changes because the service level agreements often specify a maximum timeframe for service changes.

Release & Deployment Management

The results of Post-Implementation Review will recognized in the Change Management processes

A success implemented change will also update the status of the previous records , such as RFC, problems or incidents

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8

Service Asset and Configuration

Management

8.1

ITIL Requirement

Service Asset and Configuration Management (SACM) supports the business by providing accurate information and control of all assets and relationships that make up the infrastructure of an organization.

Thepurpose of SACM is to identify, control, and account for service assets and configuration items (CIs), protecting and ensuring their integrity across the service lifecycle. SACM is focused on maintaining information (that is, configurations) about configuration items (that is, assets) required to deliver an IT service, including their relationships. Configuration Management is the management and monitoring of every aspect of a configuration from beginning to end.

The process is responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships with other CIs Thescope of SACM also extends to non-IT assets and to internal and external service providers, where shared assets need to be controlled.

To manage large and complex IT services