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SAP AG 2007, 0

A Comprehensive
Introduction to SAP
Solution Manager

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Lorie Ballbach and John Krakowski, Jr.


SAP America

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Welcome to the SAP Solution Manager Jumpstart Session

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SAP Solution Manager is an application management tool with
many components that you can use to collaboratively manage
your End-to-End business processes and the solutions that
support them through the entire lifecycle of the process
and system.
During this three hour session, we will help you master the
fundamental concepts of the SAP Solution Manager as we explore
the following SAP Solution Manager concepts/components:
Implementation and upgrade capabilities
Monitoring/Diagnostics
Service Desk
Change Request Management
Reporting
Service Delivery

SAP AG 2007, 2

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What Well Cover

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SAP Solution Manager: Overview

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Implementation, upgrade, and global rollout capabilities

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End-to-End Monitoring and Diagnostics

Service Desk

End-to-End Change Control

Reporting

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Service Delivery

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Wrap-up

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SAP AG 2007, 3

Business and IT Challenges Have a Direct Impact on the


Complete Solution Lifecycle and Determine CIO Priorities
IT challenges and top CIO priorities

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Top CIO Priorities*

Business and IT challenges

Tightened IT
budgets

Align IT and business goals


Ensure IT-enabled process
improvement
Improve project management
discipline
Accommodate growth of
the business

Need for flexible


solutions
Need for constant
innovation

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Ensure business continuity


Enable or enhance knowledge
management
Increase operating efficiency
Leverage intellectual
assets
Ensure regulatory
compliance
Application

Management

Increased system
complexity

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Internationalization

Changing business
models

Control IT-costs
Improve internal user satisfaction
Allow fast business adoptability
Enable adaptation of new business model
Create or maintain the ability to innovate continuously

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*Sources: STATE OF THE CIO2006 , EIU 2006

SAP AG 2007, 4

Driver and Scope of SAP End-to-End Solution Operations

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While software has
become easier to use
over the past years, IT
landscapes have
become more complex
to manage

#User

Spread
Sheet

Enterprise
SOA

EP
7.0

EP
6.0

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Siebel
CRM

Manugistics

R/3

BW

XI

Manugistics

Legacy
System

Outlook
External
Web

Legacy
System

2000

Peoplesoft
HR

Documentum

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R/3

2007

2010

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SAP provides standards and best practices to manage Key Performance


Indicators (KPIs) and reduce Total Cost of Operations (TCO), increasing:
End-to-End Business Process Availability
End-to-End Business Process Performance
End-to-End Data Consistency and Transparency
End-to-End Maintainability and Upgradeability
Including custom code and code from partners

SAP AG 2007, 5

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Key Technology Challenges and Our Joint Response

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Enterprise SOA promises


Reduction of application management complexity
Simplification of Technology Stacks and Consolidation of System Landscapes
Ultimately leading to a reduction in TCO
With SAP NetWeaver
Portal, we deliver
the ideal platform
with which to create
workplaces

Next Workplace
Platform

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With SAP NetWeaver


XI and MDM, we
deliver optimum
support for your
phased upgrades

With the BI
Accelerator (BIA),
SAP delivers a highperformance and
high-volume data
warehouse platform

SAP NetWeaver XI is
scalable, high
performance, high
availability, and easy
to adapt

Next Master Data


Management
Platform

Next Data
Warehouse
Platform

Next EAI
Platform

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HOW CAN WE SUPPORT THIS OPTIMALLY?


WHAT IS THE RIGHT SUPPORT PLATFORM?

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SAP AG 2007, 6

Key Technology Challenges and Our Joint Response (cont.)

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Enterprise SOA enables true End-to-End Solution Operations


Reduction of technology management complexity
Simplification of Technology Stacks and Consolidation of System Landscapes
Ultimately leading to a reduction in TCO

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With SAP NetWeaver


Portal, we deliver
the ideal platform
with which to create
workplaces

With SAP NetWeaver


XI and MDM, we
deliver optimum
support for your
phased upgrades

With the BI
Accelerator (BIA),
SAP delivers a highperformance and
high-volume data
warehouse platform

SAP NetWeaver XI is
scalable, high
performance, high
availability, and easy
to adapt

Next Workplace
Platform

Next Master Data


Management
Platform

Next Data
Warehouse
Platform

Next EAI
Platform

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One Transport Order

Root Cause Analysis

Change Control

Integration and Automation


Monitoring

End-to-End Solution Operations

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SERVICE & SUPPORT

Next Application Management Platform


SAP AG 2007, 7

Key Business Challenges and Our Joint Response

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Enterprise SOA enables true End-to-End Solution Operations


End-to-End Unified and Standardized Application Management
End-to-End Business Process and Interface Monitoring
One Integration Platform
Ultimately leading to reduction of TCO

SAP CRM is the


platform of choice to
optimize go-to-market
and customer service

SAP SRM is the


platform of choice to
improve Purchasing

SAP SCM is the


platform of choice to
improve supply chain
management

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SAP PLM is the
platform of choice for
product lifecycle
management

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SAP
CRM

SAP
SCM

SAP
SRM

SAP
PLM

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One Transport Order

Root Cause Analysis

Change Control

Integration and Automation


Monitoring

End-to-End Solution Operations


SERVICE & SUPPORT

Next Application Management Platform


SAP AG 2007, 8

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A Different Approach to IT Solution Management Is Needed

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Key Requirements:

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Integration
Integration is vital because you need one place
where all information comes together

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Lifecycle orientation

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Lifecycle orientation is vital because it structures


customers tasks from a time
perspective

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Business process orientation


Business processes are the glue for the information
which is acquired during the software lifecycle

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SAP AG 2007, 9

End-to-End Solution Operations Requires

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End-to-End Root Cause Analysis
SAP standards for Incident Management

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Speak the same language

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End-to-End Change Control


SAP standards for Change Control and Application Management
SAP standards for Functional, Regression, and Volume Testing

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Manage quality
End-to-End Business Process Integration and Automation
SAP standards for Job Scheduling, Interface, and Business
Process Monitoring

Enable value realization


End-to-End Enterprise SOA Readiness
SAP standards for Service Enablement, Upgrades, and Migrations

Get ready for new business needs

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Standards = Tools, Processes, and Best Practices


SAP AG 2007, 10

SAP Standards for Solution Operations


SAP Standards for Solution Operations Define
Operations Processes

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Incident
Management

Exception
Handling
Data Integrity

Change Request
Management
Testing

Root Cause
Analysis

Upgrade

Change Control
Management

eSOA
Readiness

Minimum
Documentation
Remote
Supportability

Business Process and Interface Monitoring


Data Volume Management

System
Administration

Job Scheduling Management

System Monitoring

Transactional Consistency

SAP AG 2007, 11

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Run SAP: Methodology for End-to-End Solution Operations


Todays support organizations need to manage complex solutions with
quality, while controlling the cost of operations
Run
Run SAP
SAP Operations
Operations Standards
Standards
METHODOLOGY
METHODOLOGY
How to operate an SAP-centric solution
How to run versatile solutions with
SAP and non-SAP components
How to manage availability of
business processes and systems

Run
Run SAP
SAP Roadmap
Roadmap
BEST
BEST PRACTICES
PRACTICES
Benefit-driven Run SAP
implementation
Roadmap for the technical
implementation and operations project
SAP provides standards for operations

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Run SAP
How to transition from implementation
project to productive operation
How to ensure the support organization
will be able to manage the solution

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How to integrate legacy systems and


third-party products
How to implement operations for
custom code
Run SAP Integration
COMPONENT INTEGRATION

Run SAP Safeguarding


TECHNICAL QUALITY MANAGEMENT

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SAP AG 2007, 12

SAP Solution Manager Usage Scenarios


SAP Solution Manager provides a comprehensive solution to run your SAP solutions:

Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global rollouts
Customizing synchronization
eLearning management
Test management

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

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CORE

Service Desk

BUSINESS

Best practices
for messaging
Solution Manager
Diagnostics

PROCESSES

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Change Request
Management

Delivery of
SAP Services

Follows ITIL standards


Maintenance processes

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On-site/remote delivery
SAP Safeguarding

SAP AG 2007, 13

Summary
Run SAP Methodology and SAP Standards
for Solution Operations
Tools

Training and
Certification

Services

Best
Practices

Guarantee for End-to-End:

Business Process
Availability

Business Process
Performance

Data Consistency and


Transparency

Maintainability and
Upgradeability

for all SAP Solutions


SAP AG 2007, 14

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End-to-End Root Cause Analysis

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End-to-End Change Control

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End-to-End Business Process Integration
and Automation
End-to-End Enterprise SOA Readiness

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What Well Cover

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SAP Solution Manager: Overview

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Implementation, upgrade, and global rollout capabilities

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End-to-End Monitoring and Diagnostics

Service Desk

End-to-End Change Control

Reporting

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Service Delivery

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Wrap-up

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SAP AG 2007, 15

SAP Solution Manager Usage Scenarios

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Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global rollouts
Customizing synchronization
eLearning management
Test management

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

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CORE
BUSINESS
PROCESSES

Service Desk
Best practices
for messaging
Solution Manager
Diagnostics

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Change Request
Management

Delivery of
SAP Services

Follows ITIL standards


Maintenance processes

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On-site/remote delivery
SAP Safeguarding

SAP AG 2007, 16

Customer Implementation/Upgrade Requirements


Implementation and upgrade projects require proven tools,
content, and methodologies

Customer situation

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Need for a proven and


comprehensive implementation
methodology and supporting tools

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Enable global rollout and


management of templates

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Ensure consistent management of


configuration

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Provide integrated eLearning


management

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Company-wide standardization is
required
Distributed landscapes require new
capabilities to manage
configuration

Major new functionality needs


to be implemented

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Implementation/upgrade requirements

New implementation or upgrade


project is planned

Customers existing solution


documentation often not sufficient

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Application
Management

Enable efficient and integrated test


management
Provide detailed project
documentation

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SAP AG 2007, 17

Implementation, Global Rollout, and Upgrade Objectives

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Provide proven and comprehensive implementation and
upgrade support

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Optimize customizing and configuration

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Enable knowledge transfer from experts to end users


Accelerated test management and execution
Consolidate and preserve project documentation

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Enable global standardization

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Application
Management

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SAP AG 2007, 18

ASAP Methodology

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Description

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AcceleratedSAP (ASAP) provides a proven,


comprehensive, repeatable, rich methodology to
streamline implementations, upgrades, global
rollouts, and more

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More info

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http://service.sap.com/roadmaps *

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* Requires login credentials to the SAP Service Marketplace
SAP AG 2007, 19

ASAP Is Supported by SAP Expertise and SAP Tools

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Experience:
Facilitates controlled management of implementations and upgrades
based on best practices
Aligned with industry standards and procedures (PMI PMBOK)

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Specific to SAP solutions

Tools:
SAP Solution Composer

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SAP Roadmaps

SAP Solution Manager

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Aligns customers
business requirements with
SAP solutions

SAP AG 2007, 20

ASAP roadmap composed


to fit specific project needs

For SAP solution design,


documentation, configuration,
testing, and operations

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Example: ASAP Implementation Roadmap


The individual phases of the ASAP Implementation Roadmap are:

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Each phase has a set of deliverables that are produced during the
duration of the phase and serve as input to the phases that follow.
Each deliverable provides a list of outputs it consists of and methods
that are used to produce the deliverable.

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SAP AG 2007, 21

SAP Solution Manager Roadmaps at a Glance

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Implementation methodology provided through Roadmaps
Implementation Roadmap for the SAP Business Suite
Target

Group: Project Managers, Functional Implementation Team


(Application Consultants)

Milestone/synch

points, concept, and alignment of support services

Solution Management Roadmap


Target

Group: Technical Implementation Team (Technical Consultants)

Milestone/synch

points, concept, and support services aligned

Global Template and Global Rollout Roadmaps:


Target

Group: Program/Project Managers

Roadmap

content adapted to SAP Solution Manager Global Template usage

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Upgrade Roadmap
Bundling

SAPs knowledge and best practices for the entire upgrade


procedure for an entire system landscape from a functional and
technical perspective

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SAP AG 2007, 22

ASAP Implementation Roadmap in Detail

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Phase-driven
Phase-driven approach
approach for
for
functional
functional and
and technical
technical
implementation
implementation and
and ongoing
ongoing
operation
operation activities
activities

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Graphical
Graphical entry
entry into
into and
and status
status
overview
overview of
of your
your project
project

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Links
Links to
to accelerators
accelerators for
for your
your
project
project phase
phase

SAP AG 2007, 23

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SAP Solution Manager Functions in Detail

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Upgrade

Change Request
Management

eLearning

Landscape Reporting

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Testing

Service Desk

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Solution Monitoring

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Customizing
Synchronization

Tool

Service Level
Reporting

Implementation and
Roll-out Platform

Services

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Best Practice
Documents

Roadmaps
Service Delivery
Platform

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Content

Configuration Content

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Gateway to SAP

SAP Active Global


Support

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SAP AG 2007, 24

Plan, Build, and Run Successful Solutions

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Run

Build

Plan

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Project
Preparation

Business
Blueprint

Realization

Define project

Define
customer
solution
based on
SAP
processes

Synchronize
Cust. settings

Set up system
landscape

Final
preparation

Go Live
& Support

Training

Handover
To
Operations

Configure
processes

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Testing

Run, Monitor, Operate, and Control


any change in your SAP Solution with
SAP Solution Manager using Service
Desk, Solution Monitoring, Change
Request Management

Project Administration
Issue Tracking/ Monitoring / Reporting
Roadmaps
SAP Solution Manager

Design, Configure, Document, Test,


and Go-Live with SAP Solution using
SAP Solution Manager with
ASAP Roadmaps
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP
Solution Composer

t,
igh
Ins

y, C
ilit
xib
e
l
F

t ro
on

ncy
a re
sp
n
ra
y, T
nc
e
i
c
ffi
l, E

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SAP AG 2007, 25

SAP Solution Manager Benefits (Highlights)

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Customer-focused and Customer-owned tool no additional
license fee

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Supports a solution through its entire lifecycle

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Smooth hand-off to production of fully-documented customer solution


Global template functionality reduces future setup costs for local
implementation projects reusability/repeatability for future rollouts
Supports methodology, reducing the need for additional tools and their
licensing fees

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Enables control of your implementation or upgrade project (manage


scope, capture requirements, configure, test) from a single,
integrated environment

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Fully-integrated set of tools required in implementation or upgrade

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SAP AG 2007, 26

SAP Solution Manager Benefits (Highlights) (cont.)

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Central repository for documentation and issues your project
library use to build your own best practices

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Support of global template projects

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Unique customizing distribution and comparison features


Scenario-driven blueprint, configuration, and testing approach
Standard scenarios available for SAP ERP, SAP CRM, SAP SCM,
SAP SRM

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SAP AG 2007, 27

Implementation Process with SAP Solution Manager

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Project
Preparation

Business
Blueprint

Final
Preparation

Realization

Go-Live and
Support

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Implement business
and process
requirements based
on the Business
Blueprint

Provide initial
planning and
preparation for
your SAP project

Cut over to
live productive
operation and
continuous
support

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Documents the
business process
requirements of
the company

Complete the
preparation for
Go-Live

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SAP AG 2007, 28

Implementation Process with SAP Solution Manager (cont.)

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Project
Preparation

Business
Blueprint

Configuration

Testing

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Define project
Set up system
landscape

Define customer
solution
based on
SAP processes

SAP Solution Manager

SAP AG 2007, 29

Configure
processes
Synchronize
customer settings

Test
processes

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Project Administration

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Issue Tracking/Monitoring/Reporting

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Roadmaps

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Phase 1 Project Preparation

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Project
Preparation

Business
Blueprint

Configuration

Testing

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What do I need to set up in SAP Solution Manager?


Upload
Roadmap

Define
Statuses

Define
Project

Define
High-Level
Scope

Key Word
Categories

Project Team
Authorization
Profiles

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Document
Management

Project
Issue
Management

Leverage
Scope
from Different
Projects

System
Landscape

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SAP Solution Manager

SAP AG 2007, 30

Defining a Project General, Landscape, Standards, ...


Defineproject
projectdata
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Define

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zzPerson
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projectstatus
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zzOverall
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DefineProject
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Project

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SAP AG 2007, 31

Defining Project Standards Documentation Types


Severaldocuments:
documents:determines
determineswhether
whethermore
more
Several
thanone
onedocument
documentof
ofthe
thedoc
doctype
typecan
canbe
be
than
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attached

Fileextension:
extension:determines
determines
File
whicheditor
editortotolaunch
launchififno
no
which
templateisisset
set
template

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StatusSchema:
Schema:different
different
Status
statusvalues
valuesper
perdoc
doctype
type
status
canbe
beconfigured
configured
can

Blueprint-Relevant:
Blueprint-Relevant:
Willthis
thisdoc
doctype
type
Will
beincluded
includedin
in
be
blueprintdocument?
document?
blueprint

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Globaldoc.:
doc.:
Global
Doctype
typeautomatically
automatically
Doc
assignedto
toprojects
projectswhile
while
assigned
projectisiscreated
created
project

Definedocument
documenttypes
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Define

Createown
owndoc
doctypes
typesand
andimport
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zzCreate
Changeexisting
existingdoc
doctypes/templates
types/templates
zzChange
SAP AG 2007, 32

_________________________________

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Defining Project Standards for Project Preparation

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Define, document, and communicate project standards to ensure
consistent use of methods and tools for the project and post
production support
Develop naming conventions: Projects, Logical Components, Documents,
Status Values, etc.
Develop Project Management Standards:

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Required

deliverables = Document Types


Status = Document Status Values
Quality control process for deliverables
Blueprint workshop preparation and delivery
Deliverable

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Establish a requirements validation and document approval process

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Establish a Governance Board:

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Administers

the use of the tool across PMO and IT


Cross-team representation
Roll lessons learned into standards and update as required; quick response

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SAP AG 2007, 33

Phase 2 Business Blueprint

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Project
Preparation

Business
Business
Blueprint
Blueprint

Configuration

Testing

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How do I manage Business Blueprint in Solution Manager?

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ScenarioBased

Graphical
View

Reference
Structure

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Content
Updates
Available

Direct Link
to SAP

Leverage
Scope
from Different
Projects
Templates

Documenting
in MS Office

Documentation

Status
Deliverables/
Documents

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Issue
Management

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SAP Solution Manager

SAP AG 2007, 34

How to Describe Solutions?

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Three-level approach used internally and externally to describe a
business-oriented view

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Software
View

Business view/
As is To be

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SAP AG 2007, 35

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Business
Scenario

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Visualized by

Process
Component
View

Process
Step

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Transactions

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Defining Your Business Process Hierarchy

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Business
Scenario

A business scenario is a set of


processes that define a business
task in a comprehensive and selfcontained manner on a macro level

Order to Cash

Business
Process

A process is a set of logically


related activities performed to
achieve a defined business outcome

Sales Order
Processing:

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(cf. Davenport and Short, 1990)

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Process
Step

Create
Inquiry

A process step is an elementary


activity performed to accomplish a
process

Transaction Tab

VA11
VA12
VA13
VA15
V.03

Create Inquiry
Change Inquiry
Display Inquiry
Inquiries list
List of Incomplete Inquiries

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SAP AG 2007, 36

SAP Implementation Content

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1
3
2

Define scope with assistance from the BPR


Click on Business Scenarios folder (#1)
Click on the pull down menu (#2) to the right of the

Scenario Name field


Navigate through the BPR to find the desired
business scenario (#3)
If a scenario doesnt exist click in the Scenario Name
field and type it in manually (#4)

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SAP AG 2007, 37

Documentation Approach and Templates


Business Scenario
Documents
(Scope clarification and
business alignment)
1:X

Business Process
Documents
(Process requirements)
1:X

Business Process Step


Documents
(Functional requirements)

Key Decision
Documents
(to drive decisions)

SAP AG 2007, 38

Business Scenario Documents


Focus is on understanding business
objectives and their related business
requirements as they relate to key
business processes

Business Process Documents


Focus is on understanding business
process requirements and their related
inputs, outputs, impacts, integration,
authorization, and realization considerations

Business Process Step Documents


Focus is on understanding detailed
process step requirements and their
related roles, variants, and potential
solution considerations

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Key Decision Documents

_________________________________

Focus is on capturing key decisions made


with respect to scope, business scenarios,
business processes, process steps, etc.

_________________________________

Business Blueprint Capture Requirements

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Create, edit, store, upload, and download
requirements documents

_________________________________

Predefined templates/document types for:

_________________________________

Scenario descriptions, diagrams,


installation guides

Customer Input Template


Developments Interfaces, Forms, Reports

_________________________________

You can also create your own templates


Reporting features to track and filter
on documents

Business process requirements


Business process models
Developments (reports, interfaces,
conversions, and enhancements)
Other documents
Business process transactions

_________________________________
_________________________________

SAP AG 2007, 39

Graphical Representation of Scope by Logical Component

_________________________________
Available in Blueprint and Configuration transactions
Scenario: Navigation via double-click into the process
Process: Navigation back to the scenario via Back to Scenario arrow

_________________________________
_________________________________
_________________________________
_________________________________

Scenario

_________________________________
Process

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 40

Generate Business Blueprint Document


Generate Business Blueprint Document for sign-off

_________________________________
_________________________________
_________________________________
_________________________________

Could contain Business Process


Graphics corresponding to the solution
scope in Solution Manager

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 41

Defining Project Standards for Business Blueprint

_________________________________
Defining quality standards for Blueprint-relevant deliverables
ensures consistency in content, look, feel, and scope
Generate

a Blueprint document by scenario, process, team, etc., as


part of Quality Control during the blueprinting process
z Dont wait until the night before the Blueprint is due!

_________________________________
_________________________________

Use of defined document statuses enables deliverable tracking:


Status

_________________________________

tracking of deliverables through blueprint process

Enable Electronic Signature to approve and lock documents


Empower a Governance Board: Gathers feedback and rolls
lessons learned into standards

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 42

Phase 3 Realization

_________________________________
Project
Preparation

Business
Blueprint

Realization
Configuration

Testing

_________________________________
_________________________________

Key Realization activities enabled in Solution Manager


Access IMG and
configure solution

RICEFW
Developments

Plan and perform


cycle tests

Capture
configuration
documentation

Document test
cases

Plan and execute


integration test

Keep configuration
in sync between
systems

Plan and
perform unit
tests

Store and manage


training
documentation

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP Solution Manager

SAP AG 2007, 43

Realization Configure Business Processes

_________________________________
_________________________________
Re-use
Re-use of
of Configuration
Configuration via
via
BC
BC Sets
Sets (e.g.,
(e.g., at
at aa Rollout
Rollout
location)
location)

_________________________________
_________________________________
_________________________________

Configuration of process
requirements specified in the
Business Blueprint
Automatic assignment to
transactions and BC Sets
using objects from the
Business Process Repository
SAP AG 2007, 44

Configuration
Configuration via
via
Implementation
Implementation Guide
Guide (IMG)
(IMG)

_________________________________
_________________________________
_________________________________
_________________________________

Define
Define and
and assign
assign
test
test cases
cases to
to business
business
processes
processes

_________________________________

Configuration in Detail

_________________________________
Process:
Process:

_________________________________

Assignrelated
relatedIMG
IMGarea
areato
toprocess/process
process/processstep
step
Assign

_________________________________

Foreach
eachprocess
processstep,
step,navigate
navigateto
tothe
theIMG
IMG(F4
(F4inin
For
Objectcolumn)
column)of
ofthe
therelated
relatedSAP
SAPcomponents
components
Object

_________________________________

Documentconfiguration
configurationsettings
settings
Document
Attachadditional
additionaldocumentation
documentationfor
forconfiguration
configuration
Attach

Couldbe
bedone
donevia
viaBC
BCSets
Setsas
aswell
well(for
(fordocumentation)
documentation)
Could

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 45

Configuration Documentation

_________________________________
_________________________________
Business
Scenario

_________________________________

Project
Docs

_________________________________
Business
Process

Component
e.g., R/3 Enterprise

IMG
IMG
Objects
Objects

Project
Docs

_________________________________

Config
Doc

_________________________________
Config
Doc

Process
Step

Project
Docs

IMG
IMG
Objects
Objects
Transactions
Transactions
Transactions

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 46

Documentation Approach and Templates

_________________________________
Interface/Conversion
Functional Specifications

Functional specifications for:


Interface/conversion
Forms/reports
Enhancements

Forms/Reports Functional
Specifications

Focus is on understanding business


drivers and their related business
requirements as they relate to the
proposed development item

Provides a high-level process/data flow


overview and alternative solutions
considered

Enhancement Functional
Specifications

Key decision documents

Focus is on capturing key decisions


Key Decision
Documents
(to drive decisions)

SAP AG 2007, 47

made with respect to scope, Business


Scenarios, Business Processes,
Process Steps, etc.

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Create and Assign Additional Customizing Objects

_________________________________
Createand
andassign
assigncustomizing
customizingobjects:
objects:
Create

Selectobject
objecttype
type(e.g.,
(e.g.,IMG)
IMG)
zzSelect
z
Select
row
and
click
Add
z Select row and click Add
LaunchIMG
IMGObject
Objectininthe
thecomponent
componentsystem
system
zzLaunch
ConfigureIMG
IMGObject
Objectand
andreturn
returnback
backto
toSolution
SolutionManager
Manager
zzConfigure
Maintainstatus
statusand
andresponsible
responsibleper
perobject
object
zzMaintain

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 48

Document Customer-Specific Developments

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Maintenance of links to customerspecific developments like BAdI
implementations, reports,
and modifications

_________________________________
_________________________________
_________________________________

Direct navigation to coding and


specification/documentation

_________________________________

Maintenance of the product context


of the implemented process

_________________________________

SAP AG 2007, 49

Defining Project Standards for Realization

_________________________________
_________________________________
Defining quality standards for configuration and developmentrelevant deliverables, assures consistency in content, look,
feel, and scope

Generate a configuration reference document similar to the


Blueprint document
Define a formal sign-off process for approving configuration and
development

Keep track of IMG Configuration changes:

Track changes to the IMG with IMG Log


Assign IMG object owner and status on the Configuration Tab
Assign Development object owner and status on the
Development Tab

The Configuration Folder in Solar02 is used to document nonprocess related activities; Basis; BI, etc.
Link documents together to create requirements traceability
SAP AG 2007, 50

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Phase 4 Testing

_________________________________
Project
Preparation

Business
Blueprint

Configuration

Testing
Testing

_________________________________
_________________________________

Key Realization activities enabled in Solution Manager


Access IMG and
configure solution

RICEFW
Developments

Capture
configuration
documentation

Document test
cases

Plan and execute


integration test

Keep configuration
in sync between
systems

Plan and
perform unit
tests

Store and manage


training
documentation

Plan and perform


cycle tests

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP Solution Manager

SAP AG 2007, 51

Test Planning Creating a Test Plan

_________________________________
Scenario: Outbound Telesales
Process: Campaign Preparation
Test document 1
Test document 2

Test Plan
Scenario: Outbound Telesales
Process: Campaign Preparation
Test document 1
Test document 2

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Scenario: Order to Cash

Scenario: Order to Cash

_________________________________
Process: Sales Order Processing

Process: Sales Order Processing

_________________________________
Process Step: Process sales order

Process Step: Process sales order

eCATT Configuration

eCATT Configuration 1

_________________________________

Manual test case

Manual test case 1

_________________________________

SAP AG 2007, 52

Test Planning Creating Test Packages

Test Plan

Test Package 1

_________________________________
_________________________________

Scenario: Outbound Telesales


Process: Campaign Preparation
Test document 1

Test document 1
eCATT Configuration 1

_________________________________
Test Package 2

_________________________________

Test document 2
Test document 2
Scenario: Order to Cash

_________________________________
_________________________________

Process: Sales Order Processing

Test Package 3
Process Step: Process Sales Order
eCATT Configuration 1

eCATT Configuration 1

Manual test case 1

Manual test case 1

SAP AG 2007, 53

_________________________________

_________________________________
_________________________________
_________________________________

Test Planning Assigning Test Packages

_________________________________

Test Package 1

_________________________________
Test document 1

_________________________________

eCATT Configuration 1
Individual tester

Test Package 2

_________________________________
_________________________________
_________________________________

Test document 2

Multiple testers

Test Package 3

_________________________________
_________________________________

eCATT Configuration 1

_________________________________

Manual test case 1

_________________________________

SAP AG 2007, 54

Test Execution

_________________________________
Logs into the Test system
with the assigned user ID
Views Test worklist in
STWB_WORK

Executes test cases


within assigned test
packages
Documents execution
status and the results
of each test case
Documents test
defects as necessary

_________________________________
_________________________________
_________________________________

Test Package 1

_________________________________

Test document 1

_________________________________

eCATT Configuration 1

_________________________________

Test Package 3

_________________________________
_________________________________

eCATT Configuration 1
Manual test case 1

_________________________________

SAP AG 2007, 55

Define Project Standards for Testing

_________________________________
_________________________________
Defining quality controls for test case scripts and data sets
ensures they accurately represent the business requirement and
will test the appropriate data
Define

whether or not Unit Testing is formal or informal

Unit

test cases can be strung together to create Integration Test


cases

Use

separate test data set documents so test cases can be reused

Link documents to create requirements traceability back to the


original business requirement

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 56

Other Supporting Components: Final Prep, Go-Live, and


Support
Project
Preparation

Business
Blueprint

Configuration

Testing

Final
Preparation

Go-Live and
Support

_________________________________
_________________________________
_________________________________

Capture
lessons
learned

_________________________________

Pre go-live SAP


Services

Handover of
solution

_________________________________

Setup
Operations
Support

Project
Closeout
Report

Stress Testing

_________________________________

_________________________________
_________________________________
_________________________________
_________________________________

SAP Solution Manager

SAP AG 2007, 57

Specialized Support for Global Implementation Projects


Global projects pose unique challenges (e.g., concurrent projects,
unique requirement sets per location)

_________________________________
_________________________________
_________________________________

A new ERP
implementation
in London

_________________________________
_________________________________

An ERP
upgrade
project in
Palo Alto

_________________________________
_________________________________
_________________________________

A BI
implementation
in Hong Kong

_________________________________
_________________________________

As your SAP solutions proliferate, system monitoring and management


challenges increase
SAP AG 2007, 58

Global Implementations with SAP Solution Manager

_________________________________

GlobalASAP Roadmaps
Defines process for building and rollout of templates

_________________________________
_________________________________

Global functionality
Define scope of changes allowed in local
roll-out projects using Global Attributes

_________________________________
_________________________________
_________________________________
_________________________________

Global
elements
Documenttation

IMG structures
and settings
Global
customer
developments

SAP AG 2007, 59

Country
versions

Master data
documents

Organizational structure

_________________________________

Local
developments

Local
processes

Global and integrated processes

Local
elements

_________________________________
_________________________________

Two GlobalASAP Roadmaps

_________________________________

GlobalASAP Template Roadmap

_________________________________
_________________________________
GlobalASAP Rollout Roadmap

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Two roadmaps to help you develop and manage a global program

_________________________________

SAP AG 2007, 60

Global Roll-Out Process in Detail

_________________________________
Enterprise Requirements
1

Define global
template

_________________________________
_________________________________

T1V1

_________________________________
2 Roll out global template

_________________________________

Global template(s) become


Reference System

_________________________________

Implement
template

_________________________________
_________________________________
_________________________________

Local Unit 3

Local Unit 2

Local Unit 1

T1V1

T1V1

T1V1

_________________________________

Local Systems Requirements finalized in Local Implementation Projects

SAP AG 2007, 61

Global Roll-Out Process in Detail (cont.)

_________________________________
Enterprise Requirements

_________________________________
5 Create new

T1V2
T1V1

template
version

T2 T3
6 Roll out new

Global template(s) become


Reference System

template version

4 Roll in

Implement
7
new version

template
requirements

T2

T1V2
T1V1

T1V2
T1V1

Local Unit 1

Local Unit 2

T2

T1V2
T1V1

Local Unit 3

Local Systems Requirements adapted in Local Implementation Projects

SAP AG 2007, 62

_________________________________
_________________________________
_________________________________
_________________________________

T3

T3

_________________________________

_________________________________
_________________________________
_________________________________

Compare Differences Between Template Versions

_________________________________
New template

Template in current project

_________________________________

Selected Business Scenarios

Selected Business Scenarios

_________________________________

Internet Sales: B2C

Internet Sales: B2C

Business Processes

Business Processes

Business-to-Consumer

Business-to-Consumer

Compare
Compare

Register in Web Shop


Select Product
Update Shopping Basket

Process Order

_________________________________

Select Product

_________________________________

Update Shopping Basket


Order Processing

Compare and
adjust functionality
provides the
solution!!!

Create Order

_________________________________

Register in Web Shop

Adjust
Adjust

Order Processing

_________________________________

Create Order

_________________________________
_________________________________

Process Order

_________________________________

SAP AG 2007, 63

Specialized Support for Upgrade Projects

_________________________________
Upgrade
Upgrade Roadmap
Roadmap
Project
Preparation

Upgrade
Blueprint

Define
Define upgrade
upgrade
project
project

Define
Define exist/to-be
exist/to-be
core
core processes
processes

Analyze
Analyze as-is
as-is
IT
IT landscape
landscape

Verify
Verify existing
existing
testing
testing material
material

System
System
Landscape
Landscape
Reporting
Reporting

Identify
Identifyrelease
release
process
processand
and
function
function deltas
deltas

Upgrade
Realization

Final
Preparation
for Cutover

Production
Cutover and
Support

Configure
Configure new
new
processes
processes
Test
Test processes
processes

Delta
Delta training
training

Solution
Solution
Upgrade
Upgrade

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Common
Common upgrade
upgrade
IMGs,
IMGs,Identify
Identify
upgrade-relevant
upgrade-relevant
config.
config.settings
settings

_________________________________
_________________________________

Plan
Plan and
and execute
execute
tests
tests
Create/use
Create/useeLearning
eLearning material/
material/
Learning
Learning Maps
Maps

SAP Solution Manager Supporting upgrade features

_________________________________
_________________________________

Issue
Issue Tracking/Monitoring/Reporting
Tracking/Monitoring/Reporting
SAP AG 2007, 64

SAP Upgrade Roadmap

_________________________________
One-step access to essential SAP upgrade knowledge
The navigation structure
consists of:
Phases
Work packages

_________________________________
_________________________________
_________________________________
_________________________________

Deliverables
Methods

_________________________________

Aligned to the
structure are:

_________________________________

Milestones

_________________________________

Upgrade services

_________________________________
_________________________________

SAP AG 2007, 65

Other Supporting Components: Business Configuration Sets

_________________________________

Definition

BC Set

Business Configuration (BC) Sets are packages that


contain configuration settings snapshots. BC Sets can
use attributes for re-use of the configuration
multiple times.

IMG Activities
Customizing Settings
Attributes

Usage
BC Sets are used to take settings from one system into
another system while controlling the settings that get
transferred. They can be used as a configuration
documentation tool for validation purposes

Target Group
SAP customers, partners, and consultants

Benefits

_________________________________
_________________________________
_________________________________
_________________________________

Availability
Powered by Solution
Manager

_________________________________

BC Sets have been available since Basis release 4.0A;


The full functionality described here has been available
since release 4.6C

You can ship customizing settings from your company's headquarters to subsidiaries
You can combine all customizing settings for a specific function
You can document your configuration settings in BC Sets and use them for validation purposes
You can deliver pre-configured solutions in easy-to-use packages

More info

_________________________________
_________________________________
_________________________________
_________________________________

http://service.sap.com/bcsets (requires login credentials to the SAP Service Marketplace)


SAP AG 2007, 66

Other Supporting Components: Customizing Distribution

_________________________________
Ensures that Customizing of certain objects is in sync across systems
Reuses Customizing (e.g., of SAP R/3) in other systems (e.g., SAP CRM)

_________________________________

Avoids redundant Customizing activities in a solution landscape

_________________________________
_________________________________
_________________________________

Central
system
Predefined
list of
synchronizing
objects

Customizing data

Customizing
Distribution

R/3
DEV

Transport

CRM
DEV

Transport

APO
DEV

Transport

R/3
QAS

CRM
QAS

Transport

R/3
PRD

Transport

CRM
PRD

APO
QAS

Transport

APO
PRD

...
QAS

Transport

_________________________________
_________________________________
_________________________________

...
DEV

Transport

...
PRD

_________________________________
_________________________________

SAP AG 2007, 67

Other Supporting Components: eLearning Management

_________________________________
Update Existing
Materials

Create
Learning
Units

_________________________________
_________________________________
_________________________________
_________________________________

Re-use
Content

5
2

Edit
Learning
Content

_________________________________
_________________________________
_________________________________

4
Deploy Learning
Content to Users
SAP AG 2007, 68

_________________________________

3
Collect, Categorize, and
Store Content

_________________________________

Summary Implementation, Rollout, and Upgrade


Functionality
SAP Solution Manager capabilities

_________________________________

Benefit

Process based End-to-End testing and central


test planning, execution, and monitoring

Reduction in effort required for testing,


replace third-party tools for testing

Management of customizing across


components and regions

Ensure consistency of customizing

_________________________________
Low Benefit

High Benefit

Low Benefit

High Benefit

_________________________________
_________________________________
_________________________________

No need of individual design


Use preconfigured implementation content
Reduction of implementation effort

Optimize project preparation and administration


with a proven implementation methodology

Reduce project administration costs

Use available documentation content for your


project documentation

Reduce effort for project


documentation

Management and distribution of eLearning


material

Reduction of training costs and


increase of training effectiveness

Low Benefit

High Benefit

Low Benefit

High Benefit

_________________________________
_________________________________
_________________________________

Low Benefit

High Benefit

Low Benefit

High Benefit

_________________________________
_________________________________

SAP AG 2007, 69

Summary Implementation, Rollout, and Upgrade Benefits

_________________________________
SAP Solution Manager potential
100

80

Use optimized implementation tools and methods

_________________________________

Ensure smooth and secure go-live


Create and leverage integrated test scenarios

20
0

_________________________________

Benefit areas:
2

60
40

Benefits and Effort

Reduce test and training effort


Use integrated, comprehensive (project) documentation

Implement a solution based on SAP best practices and according


to SAP implementation methods

5
AS-IS Situation (average customer)
SAP Solution Manager Implementation Benefits
1

Implementation and IT Project support

Change Management

Continuity Management

Quality Management

Operations costs

IT Governance

Diagnosis and Continuous Improvement

Incident and Problem Management


= no impact

Introduction to SAP Project Preparation,


Business Blueprint, Realization,
Test management, eLearning, and go-live
(on-site workshop)

_________________________________
_________________________________

Effort required:
SAP Solution Manager installation

_________________________________

3-7 days

10-30 days**

Introduction to template projects

10-20 days**

Introduction to upgrade usage

7-10 days**

_________________________________
_________________________________
_________________________________
_________________________________

= high impact

SAP AG 2007, 70

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

Service Desk

End-to-End Change Control

_________________________________

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________

_________________________________
_________________________________
SAP AG 2007, 71

SAP Solution Manager Usage Scenarios

_________________________________
Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global roll outs
Customizing synchronization
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

_________________________________
_________________________________
_________________________________
_________________________________

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

CORE

Service Desk

BUSINESS

Best practices
for messaging
Solution Manager
Diagnostics

PROCESSES

_________________________________
_________________________________
_________________________________
_________________________________

Change Request
Management

Delivery of
SAP Services

Follows ITIL standards


Maintenance processes

_________________________________

On-site/remote delivery
SAP Safeguarding

SAP AG 2007, 72

Requirements for Efficient IT Operations

_________________________________
Customer situation

Operations requirements

Customers help desk is often


decoupled from SAP Systems and
ticket processing times are not
acceptable
Insufficient problem analysis
and fixing
SLA agreements are not monitored
System information is distributed
across different tools and databases
Systems are not monitored
proactively

_________________________________

Support cost effective central


system administration

_________________________________

Provide detailed SLA reporting

Poor handling of change requests


Application
Management

_________________________________

Provide an integrated service desk


and implement best practices for
ticket solving

Provide all relevant system


information automatically

_________________________________

Enable proactive system monitoring


and ensure greater system stability

_________________________________

Use SAP EarlyWatch Alerts and


Diagnostics to analyze your
systems

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 73

SAP Solution Manager Operations Objectives

_________________________________
Standardize support processes with best practices
Optimize access to SAPs worldwide network of experts
Monitor and analyze systems and mission-critical processes
continuously

_________________________________
_________________________________
_________________________________

Ensure compliance

_________________________________

Provide up-to-date transparency of the SAP solutions and partner


products within the solution hierarchy

_________________________________
_________________________________
_________________________________

Application
Management

_________________________________
_________________________________

SAP AG 2007, 74

SAP Standards for End-to-End Diagnostics

_________________________________
1

End-to-End Root Cause Analysis

Incident Management

Remote Support

Solution Monitoring

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 75

End-to-End Root Cause Analysis

_________________________________
End-to-End root cause analysis consists of roadmaps and tools to
work out a corrective action, and a final solution for any incident:

_________________________________

Used by all SAP ecosystems: Customer, partner, ISV, and SAP

_________________________________

Covers all SAP products and is open for fast integration of any ISV
product

_________________________________

One standard tool for each diagnostics task

_________________________________
_________________________________

Root Cause Analysis = Problem Resolution


At least provides a workaround!
Root Cause Analysis Notes Search and Forward to Development

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 76

End-to-End Workload Analysis: ABAP vs. Java

_________________________________
Workload Analysis
Area

ABAP

Solution-wide workload
analysis

Java

_________________________________

End-to-End workload analysis

_________________________________

System-wide
performance statistics

ST03, STAD

Wily Introscope

Operating system
analysis

ST06

Wily Introscope

Database analysis

ST04

ST04

Current application
activity

SM50, SM66 (work


process overview)

Thread dump analysis

Memory usage

ST02

Java memory analysis

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 77

End-to-End Workload Analysis: Example

_________________________________
End-to-End Workload Analysis example with an Employee
Self-Service (ESS) scenario
Several employees of a company have complained about high
system response times during the usage of ESS scenarios over the
last few days
The company support organization is informed about the problems,
and is starting root cause analysis using SAP Solution Manager
To begin the analysis of the problem, the End-to-End workload
analysis application will be used to locate the root cause

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Browser

WAN
Network

Presentation
Logic

Application
Logic

Database

_________________________________
_________________________________

ECC

Enterprise
Portal

_________________________________

SAP AG 2007, 78

Fact Sheet: End-to-End Workload Analysis

_________________________________
Use Case

_________________________________

Get workload information of your


complete solution
Analyze overall performance bottlenecks

_________________________________

Provides

_________________________________

Key performance indicators for different components

_________________________________

Best Practice for Investigation/Rules of Thumb


Check the workload overview for bad response times
Choose the Portfolio view and search for bubbles with high
average response time and high values of accumulated times. They
indicate performance bottlenecks (high workload in conjunction
with high average response time).
Check the component-specific KPIs for deviation from
average values

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 79

End-to-End Workload Analysis: Start

_________________________________
Select time frame

_________________________________
_________________________________

Component-specific
workload metrics

_________________________________
_________________________________
_________________________________
_________________________________

Select diagram type

Workload metrics
overview

_________________________________
_________________________________
_________________________________

SAP AG 2007, 80

End-to-End Workload Analysis: Example (SAP ECC)


Checks to detect general performance problem on an SAP ECC system

_________________________________
_________________________________
_________________________________

Depends on
customer requirements
(no general rule)

Average CPU
time < 40% of
response time
(wait time)

Average DB
time < 40% of
response time
(wait time)

Wait time
< 10% of
response
time

Average roll
wait time
< 200 ms

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 81

End-to-End Workload Analysis: Example (EP)

_________________________________
Checks to detect general performance problems on an
SAP NetWeaver Portal system

_________________________________
_________________________________
_________________________________

Check for high average


response times in correlation
to high number of executions
per second

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 82

Incident Management

_________________________________
Incident management is a standard process to:
Describe, categorize, and prioritize an incident

_________________________________

Collect context data about the incident

_________________________________

Clarify the incident and search for an existing solution, both in the
customer solution database and the SAP Notes database

_________________________________

Determine the root cause and, if necessary, forward the incident to


an independent service vendor or to SAP

_________________________________

Define and implement the actions required to eliminate the


root cause

_________________________________

Validate that the corrective action will prevent recurrence of


the incident

_________________________________

Make the status of the incident transparent to all parties

_________________________________
_________________________________
_________________________________

SAP AG 2007, 83

Incidents, Problems, and Change Requests


ITIL

Any event that is not part of the standard operation


of a system that causes, or may cause, an interruption
to, or a reduction in, the quality of service.

Incident
Service Desk/Incident
Management

Goal: Restore service operation as quickly as


possible, with minimal disruption to end users

_________________________________
_________________________________
_________________________________
_________________________________

One or more incidents with unknown reason


Goal: Reduce the number and severity of incidents,
and provide documentation for first- and
second-level support

Problem
Problem
Management

Reason is known: Workaround or solution is available.


Change is necessary, so request for change will
be prepared.

Known Error
Problem Management

_________________________________
_________________________________
_________________________________
_________________________________

Request the change

Change Request

_________________________________

_________________________________

Change Management

SAP AG 2007, 84

Incident Management in SAP Solution Manager: Service Desk

_________________________________
End User

Creates Message

Searches for
Solution

Solution
Support

SAP Service
Marketplace

_________________________________
_________________________________

Finds
Solution

Provides Solution
SAP system
SAP
Solution Manager

_________________________________

or

SAP Notes database


Service products
Best practices DB

SAP Support

Customer's
solution
database

_________________________________
_________________________________

Forwards Message

_________________________________

_________________________________
_________________________________

Provides Solution

Provides Solution

Customer

SAP

_________________________________

SAP AG 2007, 85

Remote Support

_________________________________

Central
Gateway to customer solution landscape

_________________________________

Remote
Today, 98% of installed SAP solutions have a line connection to SAP. Every SAP
developer can log on from his or her desktop to any live customer installation to
perform root cause analysis.

Safe
Customer-enforced change control: The SAP standard authorization profile does
not allow changes

_________________________________
_________________________________
_________________________________
_________________________________

SAP Support
Safe
access
through
SAP
router

SAP Customer
Solution
Manager
Diagnostics
Change
Control

OS monitor Landscape
DB monitor
Config files
SAP
Log files
agent
Java dumps
Java stats

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 86

Maintain Service Connection

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 87

Solution Monitoring

_________________________________
Business Process and Interface Monitoring and System Monitoring
Detect performance problems or errors before they affect business
continuity

Trigger alerts based on a central alert definition (thresholds)

Provide notification to IT personnel responsible for a critical system situation

Display and process alerts


Service levels

Capacity trends

Solution quality

_________________________________
_________________________________
_________________________________

Provide transparency on IT operations excellence

_________________________________

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 88

End-to-End Root Cause Analysis Is Triggered by Solution


Monitoring or Incident Management
End-to-End Diagnostics

_________________________________

Solution Monitoring
Business Process Operations
BP and Interface Monitoring

_________________________________

_________________________________
SAP Technology Operations
System Monitoring

End User
Incident Management

_________________________________
_________________________________
_________________________________

End-to-End Root Cause Analysis

_________________________________
_________________________________

Process alerts before they


affect business

Restore service operation


as quickly as possible

_________________________________
_________________________________

SAP AG 2007, 89

End-to-End Diagnostics: Organizational View

_________________________________
Customers Business Unit
Global Business Process
Champion
Regional Business Process
Champion

_________________________________
End User
Incident
Management

PMO
(Program Office)

_________________________________
_________________________________
_________________________________

Customers IT

_________________________________

Application Management
End-to-End Root Cause Analysis, Remote Support

Custom
Development

Business Process Operations


BP and Interface Monitoring

_________________________________
_________________________________

SAP Technology Operations


System Monitoring

_________________________________
IT Infrastructure

SAP standards
available

SAP standards in operations reduce total cost of operations


and enable mission-critical support

Defined SAP
interfaces

_________________________________

SAP AG 2007, 90

Contents of Integration and Automation Management:


Business Process and Interface Monitoring
Business Process and Interface Monitoring is the proactive and
process-oriented monitoring of the most important or critical business
processes of a company
It includes the observation of all technical and business applicationspecific functions that are required for a smooth and reliable flow of
the business processes

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 91

SAP Solution Manager as Tool for Business Process


Documentation

_________________________________
Graphical Documentation of Business Process
Integration to Process description from Implementation project

_________________________________

Documentation of:

_________________________________

Technical details for business process steps and interfaces (reports,


transactions)

Fallback Scenario

Business Process Champion

Business Requirements

Interface to ARIS Toolset

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 92

SAP Solution Manager as Tool for Business Process


Integration and Automation Management

_________________________________

SAP Solution Manager as support platform provides best practices/concepts, tools,


and services for integration and automation management
Business Integration and
Automation Management

_________________________________
_________________________________

SAP Certified
Extensions =
Integration Packages
Performance
Business Process
Powered by SAP Solution Manager

Wily, Mercury,
Microsoft

Management

Non-SAP Diagnostics

Performance analysis
and tuning for business
processes, support
volume tests

Operations concepts
for business process
and interface
alert monitoring

Data Volume
Management
Control and avoid data
growth, data archiving

Interface/Adapter

Integration
Management

Integrate third-party
tools to extend
functions of SAP
Solution Manager

Data consistency checks/


procedures, concepts for
master data distribution
and initial data load

IDS Scheer,
HP,BMC

and Interface
Monitoring

Monitoring tools for


non-sap components

_________________________________
_________________________________
_________________________________

Automation
Management

_________________________________

Redwood

Concepts for process


automation, Job
scheduling concepts

Job scheduling for


SAP/Non-SAP
components

_________________________________
_________________________________
_________________________________

SAP AG 2007, 93

Business Process Sample Critical Situations

_________________________________
CRM C00

CIC employees
experience bad
response times

Create Sales
Order

MRP run takes


longer than given
time window

SAP ECC TT5

SAP
ENTERPRISE
PORTAL EPP

Create Sales
Order

Create Sales
Order

Check
Availability

Inconsistencies between material


stock in ERP and material stock
in the warehouse

Create
Outbound
Delivery

No archiving of object
SD_VBRK lead to runtimes
exceeding given KPIs

_________________________________
_________________________________

Manufacturing
Process

Create Billing
Document

_________________________________

Failed interface
communication

Run MRP

Procurement
Process

_________________________________

Post Goods
Issue

Warehouse TT5
Create
Outbound
Delivery

Create Picking
Transfer Order

Post Goods
Issue

Confirm Picking
Transfer Order

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Goods issue
posting fails again
and again

SAP AG 2007, 94

Business Process Monitoring: Scope


Business Process Monitoring includes the solution-wide
observation of:
Program scheduling management

_________________________________
_________________________________

Key Performance Indicators (KPIs) (performance, throughput)

_________________________________

Business application logs (e.g., application log, due list log, etc.)

_________________________________

Business process completion


Data transfer via interfaces between software components

_________________________________

Technical infrastructure and components that are required


to run the business processes

_________________________________

Required periodic monitoring tasks

_________________________________

Business Process Monitoring is not only a tool, it also comprises:


Detailed procedures for error handling and problem resolution

_________________________________

Precise definition of contact persons and escalation paths

_________________________________

Tight integration into the customers solution support organization

_________________________________

SAP AG 2007, 95

System Monitoring View

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Drill into Performance Data

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 96

SAP EarlyWatch Alert (EWA)

_________________________________
What is SAP EarlyWatch Alert?

Important system data is transmitted from your SAP system to SAP


Solution Manager at regular intervals via a remote connection

SAP Solution Manager analyzes this data and provides a clear overview of
the results in a report that can be downloaded from or distributed by
SAP Solution Manager

If you display the EarlyWatch Alert (EWA) in SAP Solution Manager, you
benefit from:
Access to detailed download data on which EWA Reports
are founded
Higher availability of graphics (only selection available on the SAP
Service Marketplace)
Concise, central administration and archiving of EWAs possible
Summary, customizing of EWAs, and tracking of tasks via
Service Level (SL) Reporting

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 97

EarlyWatch Alerts Visible in the Landscape: Overview

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 98

Problem Identified via EarlyWatch Alert and System


Monitoring

_________________________________

An alert occurs in a project due to the response time of the portal, which is much too high

_________________________________

Real-time
performance alert
visible in system
monitoring

_________________________________
_________________________________
_________________________________

Check relevance of
the alert at Open
Alerts (= alert history)

Click here for


problem analysis
check, EWA report,
or the even more
detailed download
data

_________________________________
_________________________________
_________________________________
_________________________________

Red-rated
EarlyWatch Alert
for your portal

_________________________________

SAP AG 2007, 99

Service Level Management: Monitoring Functions

_________________________________

Systems

_________________________________

Availability
Performance

_________________________________

Hardware capacity
Configuration parameter changes

_________________________________

Errors

_________________________________

Database space management

_________________________________

Applications
Response time by business process steps
Performance for dedicated transactions
Update errors for dedicated transactions
Software changes
Background job monitoring

_________________________________
_________________________________
_________________________________

Interfaces

_________________________________

Interface errors
SAP AG 2007, 100

Central System Administration Graphical View

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Tasks to be performed

_________________________________
_________________________________
_________________________________

SAP AG 2007, 101

View All Defined and Scheduled Tasks by System

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 102

Navigate to Satellite Systems to Perform Tasks

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 103

Solution Manager Diagnostics for SAP NetWeaver

_________________________________
SAP respects the different roles required to run an SAP solution!

SAP SUPPORT

SAP
SAP CUSTOMER
CUSTOMER
Second-Level Support/Expert Support

safe

no
access

SAP AG 2007, 104

_________________________________
_________________________________

Resolves alerts and incidents


in the productive landscape

_________________________________

Target group:
Customer Competence Centers, Partners, or SAP

_________________________________
_________________________________

Solution Manager
Diagnostics
SAP NetWeaver
Administration Tools
Operator/Administrator

SAP System
Solution Landscape

_________________________________
_________________________________

Day-to-day operations

_________________________________

Target group:
Outsourcer or Customer Operators

_________________________________

SAP Solution Manager 4.0 Architecture and Functions

_________________________________
SAP Solution Manager 4.0
J2EE Stack

ABAP Stack
Remote DB Monitoring

Command Consoles (OS, File System,


SQL, J2EE)

Remote OS Monitoring
File System Browser

_________________________________
_________________________________
_________________________________

Alert Monitoring

_________________________________

Analysis (Thread Dump, HTTP)


Log Display

SAP Monitoring Infrastructure

Portal Activity Reporting


Software Change Reporting

_________________________________

Configuration and File Reporting,


Comparisons

Wily Introscope
Enterprise
Manager

Mercury
Load
Generator

_________________________________

_________________________________
Third-Party Tools

_________________________________
_________________________________

SAP AG 2007, 105

Wily Introscope

_________________________________

What is WilyTech Introscope?

Introscope is a performance management solution that enables you to


monitor complex Web applications in production environments 24x7
(www.wilytech.com).

SAP Solution Manager 4.0 includes a license of CAs


WilyTech Introscope for SAP-delivered instrumentation
and dashboards

_________________________________
_________________________________
_________________________________

To be licensed at Wily:
Customers own dashboards
Customers own instrumentation
Wily-delivered dashboards and instrumentation (Powerpacks)

_________________________________

Why WilyTech Introscope?

_________________________________

SAP Solution Manager relies on Introscope to do root-cause analysis


of performance problems and permanent monitoring for non-ABAP
applications
Provides dynamic instrumentation of code BCI (Byte-Code
Instrumentation) technology
Open for support of non-SAP applications
Strong commitment by CA Wily and SAP for intensive
technology partnership

_________________________________

_________________________________
_________________________________
_________________________________

SAP AG 2007, 106

Solution Manager Diagnostics View


Landscape
Navigation

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Detailed
Navigation

_________________________________
_________________________________

SAP AG 2007, 107

Solution Manager Diagnostics Integrated into the Service


Desk Scenario
Report
Incident

End User

Solution
Support

Search for
Solution

SAP Service
Marketplace

_________________________________
_________________________________
_________________________________

Service Desk

Find
Solution

SAP System

Perform Root Cause


Analysis

_________________________________
SAP Note Database
Service Products
Best Practices

Forward Problem

Solution
Manager
Diagnostics

SAP Support

Customers
Solution
Database

_________________________________
_________________________________

_________________________________

Perform Root Cause


Analysis

Provide Solution

_________________________________

_________________________________

Provide Solution

Customer

SAP

_________________________________

SAP AG 2007, 108

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

_________________________________

Service Desk

End-to-End Change Control

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________

_________________________________
_________________________________
SAP AG 2007, 109

SAP Solution Manager Usage Scenarios

_________________________________
Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global rollouts
Customizing synchronization
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

_________________________________
_________________________________
_________________________________
_________________________________

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

Change Request
Management
Follows ITIL standards
Maintenance processes
SAP AG 2007, 110

CORE
BUSINESS
PROCESSES

Service Desk
Best practices
for messaging
Solution Manager
Diagnostics

Delivery of
SAP Services
On-site/remote delivery
SAP Safeguarding

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

The SAP Solution Manager Service Desk

_________________________________
Full-feature message application!

_________________________________

Directly integrated with SAP Active


Global Support

_________________________________

End users can create messages from within


any SAP system or from a browser

_________________________________

All SAP system data and context is


collected automatically!

_________________________________

Internal billing and controlling possible

_________________________________

Advanced reporting

_________________________________

Customer Solution Database


IC WebClient capable as of Q3 2006

_________________________________

Third-party integration

_________________________________
_________________________________
SAP AG 2007, 111

End-to-End Incident Management

_________________________________
Report
Incident

End User

Solution
Support

Searches for
Solution

Provides Solution

Finds
Solution

SAP Service
Marketplace

_________________________________
_________________________________
_________________________________

SAP System

Service Desk

or
Forwards
Problem

Customer's
Solution
Database

Provides Solution

_________________________________
SAP Note Database
Service Products
Best Practices

SAP Support

_________________________________
_________________________________
_________________________________

Provides Solution

Customer

_________________________________

_________________________________
SAP

SAP AG 2007, 112

New User Interface Interaction Center Web Client

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Business Partners involved

Actions
available

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 113

You Record a New Issue in Issue Management

_________________________________
As this can have different reasons, an Issue is created in SAP Solution Manager to
document the situation

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

This documents incidents in


the form of an Issue

_________________________________
_________________________________
_________________________________

SAP AG 2007, 114

Context Information Is Added, If Needed

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Additional context information
is added via a connection to the
system and Business Process
in question

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 115

A Support Message Is Created, Requesting SAP Assistance

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Creation of a
message out of
the issue

_________________________________
_________________________________
_________________________________

List of subsequent
messages

_________________________________
_________________________________

SAP AG 2007, 116

You Collaborate with SAP via the Service Desk Portal


Imagine that, for example, one of the big reasons why the portal is slow is that we need a new
browser version and adjustments to a few browser settings.
It is reported in a Service Desk message as an incident. The incident can be processed
collaboratively using the Service Desk in a Support Portal.

_________________________________
_________________________________
_________________________________

Message overview
SAP attributes
SAP context
Document flow

Message Text
SAP Notes
Solution Database
(search with solution context)
Attachments

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Business
partners involved

_________________________________
Possible
actions

_________________________________

SAP AG 2007, 117

The Solution Is Determined


In this case, SAP has determined that the bad performance is being caused by the
browser, as well as by the network. SAP recommends that the customer:
Update the browser and/or hardware (purchase of additional CPU)
Expand network bandwidth (causes timeouts) and lower HTTP redirects (fewer routers)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Assignment of Change
Requests to Issues

_________________________________
_________________________________

SAP AG 2007, 118

Tasks Track Open and Completed To-Dos


Tasks track open and completed to-dos associated with the Issue

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Tasks are created out of


issues, and their workflow
is documented

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 119

Management Can See the Status of Issues at All Times


An issue is the connection to documentation and processing of problems. Therefore, all
actions (messages, experts, services, change requests, tasks) are continuously
connected, and are traceable.

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Quick status overview


Assignment to messages, experts, services, tasks
Central and up-to-date documentation
Issue reporting

_________________________________
_________________________________

SAP AG 2007, 120

Issue and Top Issue List

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 121

Data Sources of Context Data


The context data you can send to SAP has data sources in different SAP Solution
Manager tools.
Tight integration between the tools makes it possible to maintain information only once,
but reuse, select, or summarize it in the toolset as needed.

_________________________________
_________________________________
_________________________________

Integration Example: Issue Management


Information: Project
Maintenance: Project Administration
Transaction: Solar_Admin

Information: Scenarios, Business Processes


Maintenance: Blueprint, Configuration,
Solution Directory
Transactions: Solar01; Solar02;
Solman_directory

Information: Solution, Systems


Maintenance: System Maintenance
Transaction: SMSY

Information: Messages
Maintenance: Service Desk
Transaction: crm_dno_monitor

Information: Services
Maintenance: Service Plan
Transaction: Solution_Manager

Information: Change Requests


Maintenance: Change Request Management
Transaction: crm_dno_monitor

SAP AG 2007, 122

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Technical Integration for Third-Party Help Desks

_________________________________
Bi-directional interface for exchange of problem messages
Open interface, independent of existing third-party help desk applications

_________________________________

Based on Web services

_________________________________

Aligned with existing standards for message exchange (e.g., SOAP)

SAP

Customer

SAP Support

SOAP/HTTP

External
Help Desk

_________________________________

Message

_________________________________

Web Services

Message

RFC

Web Services

Message

_________________________________

Solution Manager
Service Desk

_________________________________

_________________________________

RFC

_________________________________
_________________________________

SAP Application

SAP AG 2007, 123

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

_________________________________

Service Desk

End-to-End Change Control

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________

_________________________________
_________________________________
SAP AG 2007, 124

Requirements for IT Optimization


Ensure Proactive Problem Solving And Constant Optimization

_________________________________
_________________________________

Customer situation

Optimization requirements

_________________________________

Missing transparency on real IT


cost drivers

Provide transparency on real IT


costs

_________________________________

Mergers and acquisitions are


constantly placing new demands
on IT solutions

Provide all necessary IT


information to integrate new
acquisitions as fast as possible

_________________________________

Reactive problem solving is


standard practice

Enable proactive optimization and


root cause analysis

_________________________________

Diagnose problems and trigger


their remediation

_________________________________

Optimize IT Governance through


best practices change request
management processes

_________________________________

Root cause of problems is often


not analyzed
Insufficient audit trail for changes

Application
Management

_________________________________
_________________________________
SAP AG 2007, 125

SAP Solution Manager Optimization Objectives

_________________________________
Ensure permanent and customer-specific access to SAPs
service offerings

_________________________________

Diagnose problems and trigger their remediation

_________________________________

Manage software changes transparently

_________________________________

Optimize IT Governance through best practices change request


management processes

_________________________________
_________________________________
_________________________________

Application
Management

_________________________________
_________________________________
_________________________________

SAP AG 2007, 126

Change Request Management

_________________________________
An effective application management is key for
companies to stay ahead of competition
SAPs scope of application management includes all
types of application changes
Emergency corrections

_________________________________
_________________________________
_________________________________
_________________________________

Periodic maintenance
Business process changes, implementation, and upgrade projects

Change Request Management strengthens the strategy


of SAP Solution Manager as SAPs application
management platform which

_________________________________
_________________________________
_________________________________

Ensures reliability
Reduces Total Cost of Ownership and increases Total

Solution Value
Bridges the gap between business requirements and

_________________________________
_________________________________

IT administration
SAP AG 2007, 127

Change Request Management Overview

_________________________________

SAP Solution Manager

_________________________________
Change Admin

Project Management

Management of all
change requests

Project planning
and budgeting

Change request
categorization

Project
documentation

Change
documentation

Customizing and
Development
(Specifications)

Approval workflow

Complete change
history

SAP AG 2007, 128

Customizing and
Development
(Realization)
Test execution
Transport
scheduling
Transport tracking

Test management
Status reporting

Change Logistics

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Technical Structure of Change Request Management

_________________________________
cProject

_________________________________
SAP Solution Manager Project (Maintenance Project)

_________________________________

Maintenance Cycle (MC)


Development
(w/o or w/ Release)

Emergency
Correction

Test

Harmonization

Harmonization

_________________________________

Go-Live

_________________________________

Harmonization

_________________________________

Normal
Corrections

_________________________________
Test
Messages
(During Integration Test)

_________________________________
_________________________________

Urgent
Corrections
(Independent of Maintenance Cycle)

_________________________________

SAP AG 2007, 129

Controlling Changes with Change Request Management


Hardware and software changes are controlled and monitored using
Change Request Management documents

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Automatic assignment of
transports to change requests
SAP AG 2007, 130

Implementation of the Solution Is Scheduled and Tracked


Hardware and software changes are controlled and monitored using the
Change Request Management Task list

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Central navigation to and


monitoring of the relevant systems
and functionality
An Administration message can be created
during all phases of a project, and allows
logon to any system that is part of the project

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 131

Better Handling of Customer Support Processes

_________________________________
Planning of maintenance

Display current level and


recommended level

HotNews

_________________________________

Support Packages and Stacks


Approve and download

Administration

_________________________________

Provide transparency

_________________________________
_________________________________

Import

_________________________________
_________________________________

Test

_________________________________
_________________________________

Release to production

_________________________________

SAP AG 2007, 132

Example: HotNews Inbox

_________________________________
Select HotNews

_________________________________
_________________________________
_________________________________
_________________________________

Display relevant HotNews for system Q4L

Select HotNews and perform classification:


Create Change Request
Postpone
Not relevant

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 133

Support Packages

_________________________________
_________________________________
Current Stack Information from SMSY

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Comparison of support package level in source system vs. target system

SAP AG 2007, 134

_________________________________

Create Change Request to Implement Support Packages

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 135

SAP Solution Manager Maintenance Optimizer

_________________________________
As of 4/2/2007, all corrective software packages for SAP
NetWeaver 7.0 and beyond will ONLY be available via SAP
Solution Managers Maintenance Optimizer
AFFECTED SAP SOFTWARE PACKAGES

_________________________________

Mandatory for SAP Business Suite 2005 and beyond


Can be used for all SAP applications

SAP SOLUTION MANAGER RELEASES THAT ARE NEEDED

SAP Solution Manager 4.0


SAP downgrades a restricted version of the Maintenance Optimizer also to
SAP Solution Manager 3.2

TIMELINE

4/2/2007

_________________________________
_________________________________

Support Packages (Stacks)


Legal changes

SAP SOLUTIONS AND RELEASES FOR WHICH THIS CHANGE IS VALID

_________________________________

Maintenance Optimizer becomes only source for


corrective software packages

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 136

Maintenance Planning

_________________________________
Complete Maintenance process

_________________________________

Transparency
Planning of maintenance and execution
Notes, HotNews
Support Package Stacks

Example: Support Package Stacks


Process
Process for
for Support
Support Package
Package
Stacks
Stacks

_________________________________
_________________________________
_________________________________

Display
Display current
current SP
SP Level
Level and
and recommended
recommended SP
SP Stack
Stack

_________________________________
Approve
Approve and
and download
download SP
SP Stacks
Stacks

_________________________________
Import
Import SP
SP Stacks
Stacks

_________________________________
Perform
Perform tests
tests

_________________________________
Release
Release to
to production
production

_________________________________
SAP AG 2007, 137

Different Levels of Control

_________________________________
Change Request Management

_________________________________

SAP Solution Manager

_________________________________
Better
Control

Improved
Documentation

_________________________________
_________________________________

Enhanced Change and Transport System (CTS+)

_________________________________

SAP System ABAP Stack


Improved
Documentation

_________________________________

Better
Control

Java

ABAP

_________________________________

.Net

_________________________________

_________________________________
SAP AG 2007, 138

Manage Heterogeneous Development Environments

_________________________________
Change and Transport System

ABAP
ABAP
Workbench
Workbench
SE80
SE80

Developer
Developer
Studio
Studio
and
and
NWDI
NWDI

Transport

Quality
Landscape

.sca

Transport

Production
Landscape

_________________________________
_________________________________

.tpz

Deploy

ch
ec
ki
n

Exchange
Exchange
Infrastructure
Infrastructure
Integration
Integration
Builder
Builder

Development
Landscape

_________________________________

Quality
Quality
Component
Component 11

Production
Production
Component
Component 11

.
.
.

.
.
.

Quality
Quality
Component
Component nn

Production
Production
Component
Component nn

.epa

Enterprise
Enterprise
Portal
Portal
Content
Content
Administrator
Administrator

Deploy

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

(open
(open Interface
Interface for
for
non-ABAP
non-ABAP objects)
objects)
SAP AG 2007, 139

One-Transport Order to Enhance the Change and Transport


System

_________________________________
ABAP change
Java change

One-Transport Order

ABAP change

_________________________________

Java change

_________________________________

_________________________________

ABAP
Transport
Controller

Virtual QAS

Virtual PRD

Java DEV

Java QAS

Java PRD

Non-ABAP

Non-ABAP

Non-ABAP

SAP NetWeaver Application Server CTS+


Legend
logical transport route of non-ABAP objects
physical transport route of non-ABAP objects
check-in/check-out of non-ABAP objects
transport route of ABAP objects

SAP AG 2007, 140

_________________________________
Transport of:
SAP ABAP transport objects

_________________________________

SAP NetWeaver Portal


objects

_________________________________

SAP NetWeaver Development


Infrastructure objects

_________________________________

Objects from SAP


NetWeaver XI

_________________________________

Interface for non-SAP


applications

_________________________________

Web UI New with SPS12

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 141

Change Request Management in a Mixed ABAP/Java


Landscape
Development Landscape

QA
Landscape

Production
Landscape
System

Development
Environment

System

System

Transport
Landscape
ERP

SE80
DS and DI

SAP ERP

SAP ERP

SAP ERP

Transport
Landscape
CRM

SE80
DS and DI

SAP CRM

SAP CRM

SAP CRM

Transport
Landscape
EP

Portal Content
Administrator
DS and DI

Enterprise
Portal

Enterprise
Portal

Enterprise
Portal

Transport
Landscape
BI

SE80

BI

BI

BI

Transport
Landscape
PI

SE80
Integration
Builder

Process
Integration
(XI)

Process
Integration
(XI)

Process
Integration
(XI)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Change Request
Management

_________________________________

SAP Solution Manager


SAP AG 2007, 142

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

Service Desk

End-to-End Change Control

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________
_________________________________

_________________________________
_________________________________
SAP AG 2007, 143

SAP Solution Manager Usage Scenarios

_________________________________
Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global rollouts
Customizing synchronization
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

_________________________________
_________________________________
_________________________________
_________________________________

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

CORE
BUSINESS
PROCESSES

Change Request
Management
Follows ITIL standards
Maintenance processes

Service Desk
Best practices
for messaging
Solution Manager
Diagnostics

Delivery of
SAP Services

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

On-site/remote delivery
SAP Safeguarding

SAP AG 2007, 144

New Solution Reporting Tab in Solution Manager 4.0

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
New reporting functionality:
Service Reporting
Central System Administration Reporting
Availability Reporting
Service Desk Reporting
Change Request Management Reporting
Issue and Top Issue Reporting

New tab for all


solution reporting
functionality, except
for EarlyWatch
and Service Level
Reporting

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 145

New Solution Reporting Tab in Solution Manager 4.0 (cont.)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
EarlyWatch and Service
Level Reporting are still
under the Solution
Monitoring tab, however

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 146

EWA Reporting in SAP Business Intelligence (BI)

_________________________________
Benefits
Enables customers with specific reporting needs or interest in history
and detailed analysis, to build their own reporting in BI
E.g.,

more than one system, several KPIs, and several time intervals

_________________________________
_________________________________

Availability of detailed information about system parameters and


application parameters

_________________________________

SAP EarlyWatch Alert data provides a large data pool of KPIs


and other information and will come together with the Solution Manager
Landscape Data (SMSY) in BI for more than one system

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 147

EWA Data Extraction Specify Source System

_________________________________
EWA/BI Data Selection in
SAP Solution Manager

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 148

Service Level Reporting Benefits of EWA Integration


Additional functionality regarding EWA
Transports (objects, programs, tables Table E070)

_________________________________
_________________________________

Average response times of self-defined transactions


Aggregated alerts out of Business Process Monitoring (background job
reporting possible)
Trend analysis regarding:

_________________________________

System activity
Response time

_________________________________

System operation
Hardware (CPU Load Application Server and DB Server)

_________________________________

News with SAP Solution Manager 4.0


Maintenance of thresholds for individual KPIs
Monthly KPI Reporting

_________________________________

Report Type Monthly returns exact monthly data (used to be based on weekly data)

Up to 12-month history for KPIs, in table and chart format

_________________________________
_________________________________
_________________________________

Integration of Central Performance History

_________________________________
SAP AG 2007, 149

Service Level Reporting Customizing KPI Thresholds

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 150

Service Level Reporting Target Values

_________________________________
Example: Target values and their dependent rating.

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

KPIs without KPI targets are displayed with a blue dash ( )


Ratings with KPI targets are displayed as either red ( ) or green (

_________________________________
)

_________________________________

SAP AG 2007, 151

Service Level Reporting KPI History with Target Values


Example: History for KPI Avg. Response Time in Dialog Task

_________________________________
_________________________________

Within target

_________________________________
_________________________________
_________________________________

Out of target

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 152

SL Reporting Integration of Central Performance History

_________________________________
_________________________________
Activate/deactivate Central Performance History
integration on the Check Groups tab, Monitoring
Objects from CCMS Central Performance History

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 153

What Is Service Reporting?

_________________________________
Service Reporting lets you create custom reports for solutions and
systems for which you have maintained in transaction SMSY, and
scheduled an SAP EarlyWatch Alert or GoingLive service

_________________________________

You can activate the pre-selected default values, or you can insert or
add any other check tables from the SAP EarlyWatch Alert service

_________________________________

The results can be displayed in a tree or list view

_________________________________

You can also export the data and process it in Microsoft Excel

Once you have configured a report, you can save a variant in order to
regenerate the report at any time, or run it in the batch

_________________________________

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 154

Service Reporting Select a System

_________________________________
_________________________________
Selection of
standard services

_________________________________
_________________________________
_________________________________
_________________________________

Selection of systems
to be included

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 155

What Is System Availability Reporting?

_________________________________
Availability Reporting lets you create standardized, custom reports
regarding the availability of solutions and systems
There is no 100% solution to measure technical and functional
availability

Therefore, an administrator typically has to contact its customers to clarify


those problems

Availability reporting enables you to record those agreements in an


efficient way

You can select and automatically insert the (technical) availability


check from the SAP EarlyWatch Alert service
The results can be displayed in a list view

You can also export the data and process it in Microsoft Excel

Once you have configured a report, you can save a variant in order to
regenerate the report at any time, or run it in the batch

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 156

System Availability Reporting

_________________________________
_________________________________
_________________________________
Standard options
(can be modified)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Standard reasons
(can be modified)

_________________________________

SAP AG 2007, 157

(Central) System Administration Reporting


System Administration reporting lets you create standardized,
custom reports regarding the maintenance of your SAP systems

_________________________________
_________________________________

The reporting is based on the central system administration service


sessions of your solution

_________________________________

Determine systems and time periods to get a report on the dedicated


LogBook entries

_________________________________

Once you have configured a report, you can save a variant in order to
regenerate the report at any time

_________________________________

Key content

_________________________________

Period and System Selection

_________________________________

System Administration Reporting

_________________________________

Tasks from Central System Administration Session, with and without


comments

System Availability Reporting

System Availability from SAP EarlyWatch Alert

Maintained System Availability

SAP AG 2007, 158

_________________________________
_________________________________

System Administration Reporting Results

_________________________________
Example report: Background reporting of Central
System Administration

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 159

Service Desk Reporting

_________________________________
Reports on Service Desk Messages assigned to a solution:
Analysis Type (Business Partner, Status, Solution Information)

_________________________________

Time Interval
System Data (System/IBase, Installation Number)
Business Partner
Message Attributes (Priority, Category, Component, Status, etc.)
Grouping
Period

_________________________________

(Weekly, Monthly, Annually, etc.)

Status

_________________________________
_________________________________
_________________________________
_________________________________

Component
Category

_________________________________
_________________________________
_________________________________

SAP AG 2007, 160

Service Desk Reporting Selection Screen

_________________________________
_________________________________
Selection Screen

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 161

Change Management Reporting Overview

_________________________________
Reports on projects assigned to a solution, including:
Transaction Data (Transaction Type SDCR, Status, etc.)
Organizational Units (Partner Function, Sales Organization, etc.)
Project information (ID, Type, Logical Component, Status, etc.)
System Data
Maintenance Units (Support Packages, Notes, etc.)
Transport Requests (Request Owner, Status, etc.)
Transport Objects (Name, Package, etc.)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 162

Change Management Reporting Selection Screen

_________________________________
_________________________________
Selection Screen

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 163

Issue and Top Issue Reporting

_________________________________
Reports on issues and top issues:
Time Interval
Status

_________________________________
_________________________________

Transaction Attributes (Name, Subject, Transaction number, etc.)


Context Information (Project, Process, etc.)

_________________________________

Linked Objects

_________________________________

Recommended
Service

Tasks

Desk Messages

_________________________________

Expertise-on-Demand
Change
Issues

Request

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 164

Issue and Top Issue Reporting Results

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 165

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

_________________________________

Service Desk

End-to-End Change Control

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________

_________________________________
_________________________________
SAP AG 2007, 166

SAP Solution Manager Usage Scenarios

_________________________________
Implementation of
SAP Solutions

Solution Monitoring

SAP methods and tools


Global rollouts
Customizing synchronization
eLearning management
Test management

System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration

_________________________________
_________________________________
_________________________________
_________________________________

Upgrade of
SAP Solutions
SAP methods and tools
eLearning management
Test management

Change Request
Management
Follows ITIL standards
Maintenance processes
SAP AG 2007, 167

CORE
BUSINESS
PROCESSES

Service Desk
Best practices
for messaging
Solution Manager
Diagnostics

_________________________________
_________________________________
_________________________________
_________________________________

Delivery of
SAP Services
On-site/remote delivery
SAP Safeguarding

_________________________________

Service Delivery

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Service delivery in SAP Solution Manager:
Solution landscape and issues are
retrieved by a service session

_________________________________

During service delivery, issues are


resolved, but action plans are also
created for newly detected issues

_________________________________

A final report is uploaded into SAP


Solution Manager

_________________________________
_________________________________

SAP AG 2007, 168

Services in SAP Solution Manager

_________________________________
Remote Services ...
Are delivered by SAP experts who log onto customers SAP Solution Manager
through a remote connection
Include a documentation of results, procedures, and changes in Solution
Manager, as well as a reporting

Onsite Services ...

_________________________________
_________________________________
_________________________________

Are performed by SAP employees onsite with access to the SAP


Solution Manager system

_________________________________

Take a customers individual business process and system landscape


into account

_________________________________

Provide enhanced proactively/better transparency for customer when delivered


with SAP Solution Manager

_________________________________

Self Services ...


Are performed by customers themselves with SAPs knowledgebase. The needed
tools are integrated in SAP Solution Manager.
Contain instructions on what to do and recommendations on what to optimize
Offer integrated report generation for better documentation

_________________________________
_________________________________
_________________________________

SAP AG 2007, 169

What Well Cover

_________________________________

SAP Solution Manager: Overview

_________________________________

Implementation, upgrade, and global rollout capabilities

_________________________________

End-to-End Monitoring and Diagnostics

Service Desk

End-to-End Change Control

_________________________________

Reporting

_________________________________

Service Delivery

_________________________________

Wrap-up

_________________________________

_________________________________

_________________________________
_________________________________
SAP AG 2007, 170

The More Transparent the Solution, the More You Benefit!

_________________________________
All systems

All business processes

_________________________________
All training
information

The entire documentation

_________________________________
_________________________________

All maintenance
activities

All service planning,


delivery, and
follow-up
information

All test information

SAP
SOLUTION

_________________________________
All customer
development
and functional
enhancements

MANAGER

All incident and


problem information

All change
information

All monitoring data

All service level information

_________________________________

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 171

Summary SAP Solution Manager Benefits: Implementation

_________________________________
_________________________________
Benefits:

_________________________________

Use optimized implementation tools and methods


Ensure smooth and secure go-live
Usage of integrated test scenarios
Reduce test and training effort
Use integrated comprehensive (project) documentation
Implement a solution based on SAP best practices and according to
SAP implementation methods

Don't
Forget

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 172

Summary SAP Solution Manager Benefits: Operations

_________________________________
_________________________________
Benefits:

_________________________________
Provide a completely integrated service desk
Ensure integration of service desk and change request management

_________________________________

Enable central system administration

_________________________________

Optimize solution monitoring including partner product transparency


within the solution hierarchy

_________________________________

Support integration of best of breed system management tools


Ensure stability of your solutions through EarlyWatch Alerts and
diagnostics

Don't
Forget

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 173

Summary SAP Solution Manager Benefits: Optimization

_________________________________

Summary: Optimization

_________________________________
Benefits:

_________________________________

Implement best-in-class change request management

_________________________________

Enable constant innovation and optimization

_________________________________

Integration of best-of-breed system management tool


Manage software changes transparently

_________________________________

Prevent parallel/duplicate problem solving efforts

_________________________________
_________________________________

Don't
Forget

_________________________________
_________________________________

SAP AG 2007, 174

Implementing End-to-End Solution Operations Standards


Speak the same
language

Manage quality
of deployments
across technology
and application
stacks and
landscapes

Make integration
work safely and
as automated
as possible

Set-up One
Transport Order

Business Process
Integration and
Automation

The solution is
maintainable and
upgradeable

_________________________________
_________________________________
_________________________________
_________________________________

Install
Diagnostics
(Root Cause Analysis)

(Change Control
Management)

End-to-End Solution Operations


Starter Package

eSOA Readiness

End-to-End Solution Operations


Advanced Package

Change Control Management BPM and Interface Monitoring

Root Cause Analysis

Change Request Management

Data Volume Management

System Monitoring

Testing

Job Scheduling Management

System Administration

_________________________________
_________________________________

SAP Standards for Solution Operations


Minimum Documentation

_________________________________

Upgrade
eSOA Readiness

_________________________________
_________________________________

Data Integrity

Remote Supportability

Exception Handling

Incident Management

Transactional Consistency

_________________________________

SAP AG 2007, 175

Summary End-to-End Solution Operations

_________________________________
End-to-End Solution Operations reduce
total cost of operations and guarantee
End-to-End Business Process Availability

_________________________________
_________________________________
_________________________________
_________________________________

End-to-End Business Process Performance

_________________________________

End-to-End Data Consistency and Transparency

_________________________________

End-to-End Maintainability and Upgradeability

_________________________________
_________________________________
_________________________________

SAP AG 2007, 176

Tips for Those Getting Started with Solution Manger

_________________________________
Very detailed, well-prepared, free-of-charge documents (~80 documents
and SAP Tutor lessons): These can be found at
http://service.sap.com/rkt-solman
(requires login credentials to the SAP Service Marketplace)

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 177

Recommendations

_________________________________
Best
Practice
SAP Plan

_________________________________

Business Management
Ownership

_________________________________
End
Users

Business
Super
Users

IT Help
Desk

SAP
Competence
Center

_________________________________

Infrastructure

_________________________________
_________________________________
What you need to do:
1) Think ERP Lifecycles not ERP Projects
2) Focus on SAP CC/COE skills retention and development
3) Use ITIL for formal Support processes
4) Use Solution Manager as a key enabling tool
5) A professional approach to Support will help you get
ready for ESA

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 178

Upskilling Options for SAP Solution Manager


SAP NetWeaver Tools/SAP Solution Manager 4.0
Implementation Tools
SMI310 SAP Solution Manager Implementation and Upgrade of
SAP Solutions

_________________________________
_________________________________
_________________________________

TZACC2 Adaptive Computing Implementation with Adapting


Computing Controller 1.0 SP8

_________________________________

Lifecycle Management Customer Support

_________________________________

SM001 SAP Solution Manager Overview

_________________________________

SM530 ITIL with SAP Solution Manager


SM540 SAP Solution Manager Incident Management
SM550 Change Request Management
USMX20 Installation and Technical Configuration of SAP Solution
Manager
SAP AG 2007, 179

_________________________________

_________________________________
_________________________________
_________________________________

Upskilling Options for SAP Solution Manager (cont.)


Lifecycle Management Implementation

_________________________________

NW001 Technology Solutions Powered by SAP NetWeaver


SAPNW SAP NetWeaver Overview
SM001 Introduction to SAP Solution Manager
SMI210 SAP Solution Manager Implementation Methodology
SMI310 SAP Solution Manager: Implementation Tools in Detail
SM510 SAP Solution Manager: Global Rollout
SM520: Effective Knowledge Transfer with SAP Solution Manager

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

Lifecycle Management Operations


NW001 Technology Solutions Powered by SAP NetWeaver
SAPNW SAP NetWeaver Overview
SM001 Introduction to SAP Solution Manager
SM100 SAP Solution Manager for Operations of SAP Solutions
SM530 ITIL with SAP Solution Manager
SM540 SAP Solution Manager: Incident Management
SM550 Change Request Management

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 180

Publication Related to SAP Solution Manager

_________________________________
Complete reference to
SAP Solution Manager

_________________________________

Content:

_________________________________

Concept of SAP Solution Manager and its strategic


importance for application management and
collaboration with a strong reference to ITIL
Comprehensive approach to the complete portfolio
along the lifecycle all functions, tools, and
processes, including third-party integration
Detailed customer field-reports deliver insight into
first-hand, practical experience
Powered by Solution Support
www.sap-press.com

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

German edition available since September 2006

ISBN 1-59229-091-4

English edition available since early 2007

ISBN 978-1-59229-091-8

_________________________________

SAP AG 2007, 181

Publication Related to SAP Solution Manager (cont.)


Pocket Guide on SAPs
ITIL Adaptation

_________________________________
_________________________________

Content:
Adaptation and enhancement for requirements
of SAP operations according to the ITIL
standard, particularly for Application
Management Processes and Integration
Processes between IT Service and
Application Management

_________________________________
_________________________________
_________________________________

SAP tools and services supporting the


implementation of processes

_________________________________

Reference to the optimization of business


management in the environment of
SAP landscapes

_________________________________

German edition available since March 2006

ISBN 3-89842-795-1

English edition available since April 2006

ISBN 1-59229-094-9

SAP AG 2007, 182

_________________________________

_________________________________
_________________________________

7 Key Points to Take Home

_________________________________
SAP Solution Manager is part of your standard
maintenance contract
SAP Solution Manager applies a formalized approach to
the entire solution lifecycle
SAP Solution Manager enables efficient application
management and collaboration with SAP

_________________________________
_________________________________
_________________________________
_________________________________

SAP Solution Manager provides an efficient gateway to


SAP support

_________________________________

SAP Solution Manager 4.0 reporting tools enable


comprehensive reporting across several Solution
Manager areas

_________________________________

Flexible global template function decreases cost

_________________________________

Solution Manager provides full control and integration

_________________________________
_________________________________

SAP AG 2007, 183

_________________________________
_________________________________

THANK YOU FOR


YOUR ATTENTION

_________________________________
_________________________________
_________________________________
_________________________________

Lorie Ballbach
North America PMO
Methods and Tools Practice
lorie.ballbach@sap.com

John Krakowski, Jr.


SAP Solution Manager
Regional Group
john.krakowski.jr@sap.com

_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 184

Copyright 2007 SAP AG. All Rights Reserved.

_________________________________
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained
herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP,
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SAP, R/3, SAP, SAP, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks
of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without
the express prior written permission of SAP AG.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended
strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy,
and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links,
or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the
implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of
these materials. This limitation shall not apply in cases of intent or gross negligence.
The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot
links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________

SAP AG 2007, 185

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Copyright 2007 Wellesley Information Services. All rights reserved.