SAP Solution Manager
Service Desk
Incident Management for SAP and beyond
Product Management SAP Solution Manager SAP AG
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
The facets of complexity
Simplicity for end-users and more powerful architectures
result in more complexity for IT infrastructure and
application management
Customer challenges:
Complexity Technology Skills Resources Risk CostsSAP Solution Manager is SAP‘s standard
application management platform
SAP Solution Manager – standardizing essential SAP application
management tasks
SAP Solution Manager
Provides tools, content and best practices for the entire solution life cycle
Is mandatory for all Business Suite 2005 and beyond customers
SAP recommends to use SAP Solution Manager release 7.0
„Deploying SAP Solution Manager is a best practice step every customer should take to prepare for the
world of enterprise service-oriented architecture“
Customer’s IT
Customer’s Business Unit
Global Business ProcessChampion
Regional Business Process Champion
IT Infrastructure
E2E Solution Operation Standards
End User Integrated Help Desk PMO (Program Office) Change Request Management Application Management
Blue printing, testing, e-learning management, maintenance management, issue management, document management application diagnostics
Custom Development
Business Process Operations Job Scheduling, Business Process
Monitoring
SAP Collaboration Platform = SAP Solution Manager
System diagnostics and administration SAP Standards available Defined SAP interfaces Out Tasking Out Sourcing
SAP Standards in Operations reduce Total Cost of Operations and enable Mission Critical Support
SAP Solution Manager as Collaboration
Platform
SAP Customer
SAP
Application Management SAP Experts SAP ConsultingSAP Partner Support organization(CCC)
SAP Service Marketplace
SAP Solution Manager Strategy
SAP Solution Manager has matured into a stable product which provides standard application management functions for SAP solutions to customers.
Therefore, SAP moves away from the annual release cycle of SAP Solution Manager:
There will be no new SAP Solution Manager release before 2009 at the earliest A new release date will be communicated at least one year prior to ramp-up
SAP recommends to its customers to move to SAP Solution Manager 7.0 because this release is SAP‘s application management solution of choice.
2011 2003 2004 2005 2006 2007 2008 2009 2010
Dec
Dec Mar Dec Dec Mar Mar
SAP Solution Manager 7.0
Ramp-up Mainstream Maintenance customer-specificmaintenanceSAP Solution Manager 3.2 Ramp-up Mainstream Maintenance Customer-specificmaintenance
Oct
Enhancing SAP Solution Manager 7.0
SAP Solution Manager
will be enhanced continuously
For specific customersthrough focus-group specific extensions which can be deployed flexibly on top of SAP
Solution Manager
For all customers
through dedicated support packages which enhance the standard SAP Solution Manager functionality
For specific customers
through adapters which improve the integration to 3rd party tools like HP etc.
Change Request
Management
SAP Solution Manager – Essential Scenarios
Solution Monitoring
Upgrade of
SAP solutions
Implementation of
SAP solutions
CORE BUSINESS PROCESSESDelivery of SAP Support Services
Root Cause Analysis
Service Desk
•Best Practices for messaging
•Integration of 3rd-party help desks
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
End-to-end processes in heterogeneous
environments
Service Desk in SAP Solution Manager
Central instance for the entire SAP solution life cycle
Single point of access to IT landscape and core business processes
Common message processing model
Isolating parts in heterogeneous environments distorts analyses
because of dependencies.
SAP Solution Manager Service Desk - Process
Business User Solution
Support SAP Service Marketplace Customer SAP Application Service Desk SAP Solution Manager & Diagnostics Customer Solution Database Customer Solution Database SAP Support Search for Solution Incident is recorded Forward Problem Root Cause Analysis Solution Provide Solution Root Cause Analysis
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Create Message
Create Message
Easy creation of messages from regular work area
Help -> Create Support Message Short text / long text / priority File attachments
Automatic collection of important system data
Transaction code / program ID Database version
Support Package level
Easy creation of messages with BSP application Creation of messages via additional input channels
Key users can use SAP Solution Manager directly for message creation
Call-center, e-mail
Business User
Customer
Create Message 1/5
1
Create Message 2/5
1
2
4
Create Message 4/5
1
2
Create Message 5/5
Analyze Message
Create Message
Analyze Message
Automatic assignment of support organization
Several support levels possible Identify existing service contract
Assignment of support employees for processing
Automated message assignment according to freely definable criteria
Message assignment to processor’s work list
Forwarding message to another processing group / processor
Automatic notification of processor
Business User
Customer
Assign Support Team 3/3
1 2
Request Information
Create Message Analyze Message Request InformationFurther information can be requested from business user
E-mail, telephone
User provides additional information
Telephone
SAP Solution Manager
Business User
Customer
User Provides Additional Information 2/4
1
Search for Solution
Create Message Analyze Message Request Information Search SolutionKnow how of internal support employees Integrated Customer Solution Database
Search for symptoms and solutions Fast solution of recurring problems
Automatic documentation of problem solution Build up your own Q&A database
SAP Service Marketplace
Trigger SAP Notes search directly in SAP Service Marketplace
Business User
Customer
Search for Solution
Search for SAP Notes
Search in Solution Database
SAP Notes Search Integration 1/4
1
SAP Notes Search Integration 2/4
Defaults taken from current message
1 2
SAP Notes Search Integration 3/4
Hand over to SAP Active Global Support
Create Message Analyze Message Request Information Search Solution Hand over to SAP Request logon data Provide logon dataSend a message to SAP
Forward messages to SAP Support back office if your support organization cannot solve the
problem
Bi-directional interface for forwarding messages and receiving solutions
No need to log on to SAPNet R/3 Frontend
Provide logon data
maintain logon data in secure area
Business User
Customer
Provide Solution
Create Message Analyze Message Request Information Search Solution Hand over to SAP Provide Solution Request logon data Provide logon data Receive an answer from SAPMessage processing by SAP Active Global Support Remote support integration
Application sharing between end-users, support employees and SAP Support back office experts
Automatic transfer of changes to the message status Solution provided via SAP Notes
Business User
Customer
Apply Solution
Create Message Analyze Message Request Information Search Solution Hand over to SAP Provide Solution Apply Solution Request logon data Provide logon data Note implementationAutomatic implementation of SAP Notes with SAP Notes Assistant
Verify solution
Testing
Evaluation of responsible employee
Send solution to end-user
Using output functions of service process (print, mail, fax)
Transport changes to the productive environment
Software change management
Enter solution in solution database
Business User
Customer
Solution Database 1/4
1
Solution Database 2/4
Solution Database 3/4
Easy selection which data should
be selected Auto Text
Solution Database 4/4
Solutions are attached to the support message
Close and Confirm Message
Close and confirm messageEnd-user tests solution
The problem message is confirmed by the end-user Create Message Analyze Message Request Information Search Solution Hand over to SAP Provide Solution Apply Solution Close Message Request logon data Provide logon data Business User Customer
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
The SAPGui Service Desk User Interface
GUI version of Service Desk messages is
Additional User Interface as of Release 4.0
Work Center Incident Management (1)
Additional User Interface as of Release 4.0
Work Center Incident Management (2)
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Configuration
Standard support message type delivered with pre-configured Service Desk application including
Roles
Authorization concept Inboxes and monitors Status schema, text types
Extended Configuration
Support levels
Automated notification at status changes SAP SmartForms
Contracts
Automatic Notification
Service Desk configuration enables
automatic notification at status changes.
Configurable notifications can be sent automatically whenstatus are changed in a support message Possible communication channels
E-Mail SMS Pager Fax
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Typical Questions to be answered by Service Desk
Reporting
How many messages were reported?
For a given time interval, per organization, per SAP component
How long did it take to complete messages?
Overall and specific
How many were solved with the internal solution database? How many with SAP notes? How many with help from SAP?
How many were converted into how many change requests? How is the satisfaction of end-users?
Which messages are in process/completed ...?
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
End-to-end processes: Challenges beyond SAP
support
Service Desk must adapt to existing infrastructures to
support end-to-end processes in Enterprise SOA enabled
environments.
Customer challenges:Existing help desk applications Proven support processes
Customer needs:
Improve quality of information Extend communication options Facilitate message-processing
Partner Interface to SAP Solution Manager
Service Desk
Integration
Service Desk can be integrated into existing help desk applications
Bidirectional exchange
SAP Solution Manager 7.0 offers a bi-directional interface to exchange messages between the Service Desk and third party help desk tools
Flexibility
Integration scenario is based upon web services (simple, flexible and platform independent) and is officially certified by SAP
Openness
Integrating 3rd-party help desks: Option 1
Existing help desk and process remain unchanged. SAP Solution
Manager Service Desk is integrated as an added value to
optimize SAP solution operations.
Features:
Existing help desk application as primary help desk (recommended to support primarily non-SAP
components)
Proven support channels are preserved, no end user training necessary
Messages only forwarded to SAP Solution Manager if SAP-related (on demand)
Benefits:
Improve quality of SAP support by new level of solution information
Extend communication options and collaboration with SAP
Integrating 3rd-party help desks: Option 2
SAP-related messages can be sent to SAP Solution Manager
directly. 3rd-party help desk available for information requests or
non-SAP messages.
Features:
Service Desk as primary help desk (recommended to primarily support SAP components)
Additional channel for end users (log messages directly from SAP applications)
Messages are forwarded to 3rd party help desk if root cause is non-SAP (on demand or automated)
Benefits:
System information captured and logged automatically Extended communication options and collaboration with SAP
Integrate Help Desk Systems from Other
Vendors
SAP Solution Manager SAP Active Global
Support
SAP
Customer
Service Desk
RFC
External
Help desk system
SOAP/HTTP W eb Ser v ices W eb Ser v ices Non-SAP-Application/ IT Infrastructure
Message Message Message
SAP Application
Benefits
Productivity and efficiency
Accelerating the solution times for incidents and support messages
Communication
Improved within the IT organization, and between IT and business users Bidirectional, seamless exchange between both systems via Web services
Data exchange can be automated (incl. all attributes such as priority, file attachments, etc.) Both service desk teams benefit from seamless data exchange and a common outlook The service desk better responds to events and problems, leading to an improved service level and user acceptance
Consistent reporting
SAP Solution Manager Service Desk XT (Extended
Usage)
Service Desk XT is an extension package for SAP Solution Manager. It
extends the standard Service Desk’s usage to non-SAP problems (and
offers integration into the ERP system).
Risk-free –
Test the standard Service Desk at no additional license cost
Ready to use –
Use preconfigured best practices for initial system set-up
Easy to extend –
Extend the Service Desk for non-SAP related problems without additional software installations
Service Desk XT - Scope
Scope
Service Desk XT can be used for IT- and telecommunication device-related requests
The proven best practices for messaging in SAP can be used as a template to model non-SAP support processes
Additional functions available, e.g. to replicate equipment from SAP ERP to SAP Solution Manager
Target Group
IT departments who do not have an existing help desk solution in place or who want to replace an existing one
Smooth transition
Service Desk processes are pre-configured in SAP Solution Manager and can be easily used for proofs of concept
Service Desk XT and SAP CRM
Scope of SAP Solution Manager
Application Management platform to enable E2E Solution Operations providing integrated functions which support the entire solution life cycle
SAP Solution Manager 7.0 uses SAP CRM 5.0 functions and will keep on doing so at least until 2009
Service Desk XT can be used for IT requests and requests related to telecommunication devices
Scope of SAP CRM
Acquire and retain customers, improve customer loyalty, gain customer insight, and implement customer-focused strategies
Drive new growth, maintain competitive agility, and attain operational excellence
Interaction center and service management functions can be used for all service requests (e.g. related to facility mgt., technical service mgt., employee and accounting services etc.)
Further SAP CRM releases
Interaction center and service management functions will be enhanced on a continuous basis. This includes IT-related services and processes.
Benefits of Service Desk XT
Single point of access
One Service Desk system for the entire solution, SAP and non-SAP
Integration
Seamless integration to Solution Monitoring, Change Request Management, Maintenance Optimizer, One Transport Order etc.
Option to integrate into SAP ERP 2005
Compliance with SAP Standards for E2E Solution Operations
SAP Solution Manager is the enablement platform for SAP’s Standards for E2E Solution Operations
Availability
Service Desk XT
The scenario is available since January 2007
Pricing information
Summary
SAP Solution Manager Service Desk
Pre-configured Best Practices for SAP-related incident management Optimized collaboration with SAP Active Global Support
More efficient and effective SAP solution operations
Extension package: Service Desk XT
Single point of access to E2E solution operations Consistent reporting and support processes
Seamless integration into application management processes
Integration into existing support infrastructures
Enhanced communication
Seamless and bidirectional data exchange Flexibility and openness
Publication related to SAP Solution Manager:
SAP Solution Manager
Complete reference to SAP Solution Manager
Concept of SAP Solution Manager and its strategic importance for application management and
cooperation with a strong reference to ITIL
Comprehensive approach to the complete portfolio along the life-cycle - all functions, tools and processes, incl. third-party-integration
Detailed customer field-reports deliver insight into first-hand, practical experience
German edition available ISBN 3-89842-778-1
Publication related to SAP Solution Manager:
CobiT and the Sarbanes-Oxley Act
The SOX Guide for SAP operations
Roadmap to implementing CobiT controls using SAP tools and services with a special focus on the SAP GRC portfolio and SAP Solution Manager
Explanation for business/IT requirements evolving from the Sarbanes-Oxley Act and outline of SOX-relevant controls of the CobiT framework
Description of the portfolio SAP provides for the smooth implementation of controls within IT operations
German edition ISBN 978-3-8362-1013-3
Brand New Publication :
SAP Solution Manager 7.0 - Service Desk Functionality
© SAP 2007 / Page 72
German edition ISBN 978-3-89842-986-3
English edition coming soon
Discover the Service Desk inside SAP Solution Manager 7.0
Introduction into the Service Desk, the
concept and function provided.
Detailed description on customizing steps,
coding examples and practical hints.
Presentation of new upcoming scenarios and
useful functions to enhance your Service
Desk.
Benefit from the experience gained from many
Service Desk implementations.
Further Information
General Information Service Desk
http://service.sap.com/solutionmanager
-> Functions in Detail -> Support Area
General Information SAP Solution Manager
http://service.sap.com/solutionmanager
(General information)
http://service.sap.com/rkt-solman
(Learning map)
Documentation
http://help.sap.com
-> Documentation -> SAP Solution Manager -> Service
Desk
http://service.sap.com/solutionmanager
-> Installation Guides -> Release 7.0
(Scenario description and configuration guide)
Training
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