SAP Sol ut i on Manager

Ser vi c e Desk
I nc i dent Management f or SAP and beyond
Product Management
SAP Solution Manager
SAP AG
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
The f ac et s of c ompl ex i t y
Si mpl i c i t y f or end-user s and mor e pow er f ul ar c hi t ec t ur es
r esul t i n mor e c ompl ex i t y f or I T i nf r ast r uc t ur e and
appl i c at i on management
Customer challenges:
Complexity
Technology
Skills
Resources
Risk
Costs
SAP Sol ut i on Manager i s SAP‘s st andar d
appl i c at i on management pl at f or m
SAP Sol ut i on Manager – st andar di zi ng essent i al SAP appl i c at i on
management t ask s
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
„ Depl oyi ng SAP Sol ut i on Manager i s a best pr ac t i c e
st ep ever y c ust omer shoul d t ake t o pr epar e f or t he
wor l d of ent er pr i se ser vi c e-or i ent ed ar c hi t ec t ur e“
Derek Prior, AMR Research
Cust omer’s I T
Cust omer’s Busi ness Uni t
Global Business Process
Champion
Regional Business Process
Champion
IT Infrastructure
E2E Sol ut i on Oper at i on St andar ds
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
J ob Scheduling, Business Process
Monitoring
SAP Col l abor at i on Pl at f or m
= SAP Sol ut i on Manager
System diagnostics
and administration
SAP Standards
available
Defi ned SAP
interfaces
Out
Tasking
Out
Sourcing
SAP St andar ds i n Oper at i ons r educ e Tot al Cost of Oper at i ons
and enabl e Mi ssi on Cr i t i c al Suppor t
SAP Sol ut i on Manager as Col l abor at i on
Pl at f or m
SAP Cust omer
SAP
Appli cation Management
SAP Experts
SAP
Consulting
SAP Partner
Support organization
(CCC)
SAP Service
Marketplace
SAP Sol ut i on Manager St r at egy
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
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SAP Solution Manager 7.0 Mainstream Maintenance
customer-specific
maintenance
Ramp-
up
SAP Solution Manager 3.2
Mainstream Maintenance
Customer-specific
maintenance
Ramp-
up
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Enhanc i ng SAP Sol ut i on Manager 7.0
SAP Sol ut i on Manager
w i l l be enhanc ed c ont i nuousl y
For specific customers
through 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 Sol ut i on Manager – Essent i al Sc enar i os
Sol ut i on Moni t or i ng
Upgr ade of
SAP sol ut i ons
I mpl ement at i on of
SAP sol ut i ons
CORE
BUSI NESS
PROCESSES
Del i ver y of SAP Suppor t Ser vi c es
Root Cause Anal ysi s
Ser vi c e Desk
•Best Practices for
messaging
•Integration of 3rd-party
help desks
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
End-t o-end pr oc esses i n het er ogeneous
envi r onment s
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
I sol at i ng par t s i n het er ogeneous envi r onment s di st or t s anal yses
bec ause of dependenc i es.
SAP Sol ut i on Manager Ser vi c e Desk - Pr oc ess
Business User
Solution
Support
SAP Service
Marketplace
Cust omer 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
Service Desk XT and 3rd party integration
Cr eat e 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
Support
SAP AGS
Cr eat e Message 1/5
1
2
Cr eat e Message 2/5
1
2
4
3
Cr eat e Message 3/5
Cr eat e Message 4/5
1
2
3
Cr eat e Message 5/5
1
2
Anal yze Message
Create
Message
Analyze
Message
Automatic assignment of support organization
Several support levels possibl e
Identi fy existing service contract
Assignment of support employees for processing
Automated message assignment according to freely
definabl e criteria
Message assignment to processor’s work l ist
Forwarding message to another processing group /
processor
Automatic notification of processor
Business
User
Customer
Support
SAP AGS
Assi gn Suppor t Team 1/3
Assi gn Suppor t Team 2/3
Assi gn Suppor t Team 3/3
1
2
Request I nf or mat i on
Create
Message
Analyze
Message
Request
Information
Further information can be requested from
business user
E-mail, telephone
User provides additional information
Telephone
SAP Soluti on Manager
Business
User
Customer
Support
SAP AGS
User Pr ovi des Addi t i onal I nf or mat i on 1/4
User Pr ovi des Addi t i onal I nf or mat i on 2/4
1
2
User Pr ovi des Addi t i onal I nf or mat i on 3/4
User Pr ovi des Addi t i onal I nf or mat i on 4/4
Sear c h f or Sol ut i on
Create
Message
Analyze
Message
Request
Information
Search
Solution
Know how of internal support employees
Integrated Customer Solution Database
Search for symptoms and solutions
Fast solution of recurring probl ems
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
Support
SAP AGS
Sear c h f or Sol ut i on
Search for
SAP Notes
Search in
Solution Database
SAP Not es Sear c h I nt egr at i on 1/4
1
2
SAP Not es Sear c h I nt egr at i on 2/4
Defaults taken from current
message
1
2
SAP Not es Sear c h I nt egr at i on 3/4
Sel ect SAP Notes
SAP Not es Sear c h I nt egr at i on 4/4
Hand over t o SAP Ac t i ve Gl obal Suppor t
Create
Message
Analyze
Message
Request
Information
Search
Solution
Hand over
to SAP
Request
logon data
Provide
logon data
Send 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
Support
SAP AGS
Sec ur e Ar ea I nt egr at i on 1/4
Sec ur e Ar ea I nt egr at i on 2/4
Sec ur e Ar ea I nt egr at i on 3/4
Sec ur e Ar ea I nt egr at i on 4/4
Pr ovi de Sol ut i on
Create
Message
Analyze
Message
Request
Information
Search
Solution
Hand over
to SAP
Provide
Solution
Request
logon data
Provide
logon data
Receive an answer from SAP
Message processing by
SAP Active Global Support
Remote support i ntegration
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
Support
SAP AGS
Appl y Sol ut i on
Create
Message
Analyze
Message
Request
Information
Search
Solution
Hand over
to SAP
Provide
Solution
Apply
Solution
Request
logon data
Provide
logon data
Note implementation
Automatic implementation of SAP Notes wi th SAP
Notes Assistant
Verify solution
Testing
Evaluation of responsibl e employee
Send solution to end-user
Using output functions of service process (print, mai l,
fax)
Transport changes to the productive environment
Software change management
Enter solution in solution database
Business
User
Customer
Support
SAP AGS
Sol ut i on Dat abase 1/4
1
2
Sol ut i on Dat abase 2/4
Classify symptom Classify solution Notes and Attachments of the message
Sol ut i on Dat abase 3/4
Easy selecti on
which data should
be selected
Auto Text
selecti on
Sol ut i on Dat abase 4/4
Solutions are
attached to
the support
message
Cl ose and Conf i r m Message
Close and confirm message
End-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
Support
SAP AGS
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
The SAPGui Ser vi c e Desk User I nt er f ac e
GUI ver si on of Ser vi c e Desk messages i s
f ur t her avai l abl e i n SAP Sol ut i on Manager 7.0.
Addi t i onal User I nt er f ac e as of Rel ease 4.0
Wor k Cent er I nc i dent Management (1)
Addi t i onal User I nt er f ac e as of Rel ease 4.0
Wor k Cent er I nc i dent Management (2)
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
Conf i gur at i on
St andard suppor t message t ype del i ver ed w i t h pr e-c onf i gur ed Ser vi c e Desk
appl i c at i on i nc l udi ng
Roles
Authorization concept
Inboxes and monitors
Status schema, text types
Ex t ended Conf i gur at i on
Support levels
Automated notification at status changes
SAP SmartForms
Contracts
Service Level Agreements
Aut omat i c Not i f i c at i on
Ser vi c e Desk c onf i gur at i on enabl es
aut omat i c not i f i c at i on at st at us c hanges.
Configurable notifications can be sent automatically when
status are changed in a support message
Possible communication channels
E-Mail
SMS
Pager
Fax
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
Typi c al Quest i ons t o be answ er ed by Ser vi c e Desk
Repor t i ng
How many messages w er e r epor t ed?
For a given time interval, per organization, per SAP component
How l ong di d i t t ak e t o c ompl et e 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?
Whi c h messages ar e i n pr oc ess/c ompl et ed ...?
By service desk employee/organization
Ser vi c e Desk Repor t i ng – Sel ec t i on Sc r een
Overview
Service Desk Process
User Interface
Configuration
Service Desk Reporting
Service Desk XT and 3rd party integration
End-t o-end pr oc esses: Chal l enges beyond SAP
suppor t
Ser vi c e Desk must adapt t o ex i st i ng i nf r ast r uc t ur es t o
suppor t end-t o-end pr oc esses i n Ent er pr i se SOA enabl ed
envi r onment s.
Customer challenges:
Existing help desk applications
Proven support processes
Customer needs:
Improve quality of information
Extend communication options
Facilitate message-processing
Par t ner I nt er f ac e t o SAP Sol ut i on Manager
Ser vi c e Desk
I nt egr at i on
Service Desk can be integrated into existing help desk applications
Bi di r ec t i onal ex c hange
SAP Solution Manager 7.0 offers a bi-directional interface to exchange messages between the
Service Desk and third party help desk tools
Fl ex i bi l i t y
Integration scenario is based upon web services (simple, flexible and platform independent)
and is officially certified by SAP
Openness
The interface is open and any partner can subscribe to it, there is no preferred partner tool
I nt egr at i ng 3r d-par t y hel p desk s: Opt i on 1
Ex i st i ng hel p desk and pr oc ess r emai n unc hanged. SAP Sol ut i on
Manager Ser vi c e Desk i s i nt egr at ed as an added val ue t o
opt i mi ze SAP sol ut i on oper at i ons.
Feat ur es:
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)
Benef i t s:
Improve quality of SAP support by new level of solution
information
Extend communication options and collaboration with
SAP
Facilitate message-processing
I nt egr at i ng 3r d-par t y hel p desk s: Opt i on 2
SAP-r el at ed messages c an be sent t o SAP Sol ut i on Manager
di r ec t l y. 3r d-par t y hel p desk avai l abl e f or i nf or mat i on r equest s or
non-SAP messages.
Feat ur es:
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)
Benef i t s:
System information captured and logged automatically
Extended communication options and collaboration with
SAP
I nt egr at e Hel p Desk Syst ems f r om Ot her
Vendor s
SAP Solution Manager SAP Active Global
Support
SAP Cust omer
Servi ce Desk
RFC
External
Help desk system
SOAP/HTTP
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Non-SAP-Application/
IT Infrastructure
Message Message Message
SAP Application
R
F
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Benef i t s
Pr oduc t i vi t y and ef f i c i enc y
Accelerating the solution times for incidents and support messages
Communi c at i on
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
Consi st ent r eport i ng
Achieved by effectively applying the new integration features
SAP Sol ut i on Manager Ser vi c e Desk XT (Ex t ended
Usage)
Ser vi c e Desk XT i s an ex t ensi on pack age f or SAP Sol ut i on Manager. I t
ex t ends t he st andar d Ser vi c e Desk ’s usage t o non-SAP pr obl ems (and
of f er s i nt egr at i on i nt o t he ERP syst em).
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
Ser vi c e Desk XT - Sc ope
Sc ope
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
Tar get Gr oup
IT departments who do not have an existing help desk solution in place or who want to
replace an existing one
Smoot h t r ansi t i on
Service Desk processes are pre-configured in SAP Solution Manager and can be easily used
for proofs of concept
Service Desk XT licenses can be acquired after proof of concept
Ser vi c e Desk XT and SAP CRM
Sc ope of SAP Sol ut i on 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
Sc ope 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.)
Fur t her SAP CRM r el eases
Interaction center and service management functions will be enhanced on a continuous basis.
This includes IT-related services and processes.
These enhancements will not be part of SAP Solution Manager 7.0
Benef i t s of Ser vi c e Desk XT
Si ngl e poi nt of ac c ess
One Service Desk system for the entire solution, SAP and non-SAP
I nt egr at i on
Seamless integration to Solution Monitoring, Change Request Management, Maintenance
Optimizer, One Transport Order etc.
Option to integrate into SAP ERP 2005
Compl i anc e w i t h SAP St andar ds f or E2E Sol ut i on Oper at i ons
SAP Solution Manager is the enablement platform for SAP’s Standards for E2E Solution
Operations
Service Desk is the interface for efficient and effective collaboration with SAP
Avai l abi l i t y
Ser vi c e Desk XT
The scenario is available since J anuary 2007
Pr i c i ng i nf or mat i on
For pricing information contact your account executive
Summar y
SAP Sol ut i on Manager Ser vi c e Desk
Pre-configured Best Practices for SAP-related incident management
Optimized collaboration with SAP Active Global Support
More efficient and effective SAP solution operations
Ex t ensi on pac k age: Ser vi c e Desk XT
Single point of access to E2E solution operations
Consistent reporting and support processes
Seamless integration into application management processes
I nt egr at i on i nt o ex i st i ng suppor t i nf r ast r uc t ur es
Enhanced communication
Seamless and bidirectional data exchange
Flexibility and openness
Publ i c at i on r el at ed t o SAP Sol ut i on Manager :
SAP Sol ut i on Manager
Compl et e r ef er enc e t o SAP Sol ut i on 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
English edition available ISBN 1-59229-091-4
Publ i c at i on r el at ed t o SAP Sol ut i on Manager :
Cobi T and t he Sar banes-Ox l ey Ac t
The SOX Gui de f or SAP oper at i ons
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
English edition ISBN 978-1-59229-128-1
Br and New Publ i c at i on :
SAP Sol ut i on Manager 7.0 - Ser vi c e Desk Func t i onal i t y
©SAP 2007 / Page 72
German edition ISBN 978-3-89842-986-3
English edition coming soon
Di sc over t he Ser vi c e Desk i nsi de SAP
Sol ut i on 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.
Fur t her I nf or mat i on

Gener al I nf or mat i on Ser vi c e Desk
http://service.sap.com/solutionmanager ->Functions in Detail ->Support Area

Gener al I nf or mat i on SAP Sol ut i on Manager
http://service.sap.com/solutionmanager (General information)
http://service.sap.com/rkt-solman(Learning map)

Doc ument at i on
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)

Tr ai ni ng
http://service.sap.com/solutionmanager ->Training
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