SAP IT Service Management in SAP Solution Manager 7.1 David Birkenbach - Senior Solution Manager 2013

Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.

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Overview

SAP Solution Manager: Integrated IT Management for new Innovations IT Service Management Incident

Business Requirement

Problem

Portfolio

Request for Change

Project

Enhancement

Minor Release Urgent Change

Business Process Monitoring and Analytics Monitoring of Systems, Technical Scenarios and End User Experience

Run SAP like a Factory © 2013 SAP AG. All rights reserved.

Single Source of Truth

IT Portfolio and Project Management

Major Release

Design Mgmt

Build Execution

Build Mgmt Change Test Mgmt

Test Execution

Release & Deployment Management

Deployment execution

Application Lifecycle Management Public

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SAP Solution Manager verified for ITIL® Service Lifecycle Continual Service Improvement

Service Strategy Service Portfolio Management Financial Mgmt. for IT Services

Service Transition Change Management Service Asset & Configuration Management Release & Deployment Mgmt. Knowledge Management

Service Transition

Service Strategy Service Design Service Level Management Service Catalogue Mgmt. Capacity Management Availability Management IT Service Continuity Mgmt.

Service Design

Service Operation Service Operation Event Management Incident Management Request Fulfillment Problem Management

© Crown copyright 2011 Reproduced under license from the Cabinet Office

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SAP Solution Manager is external verified to support processes in all ITIL Service lifecycle phases Currently SAP Solution Manager is the only IT Management tool in the market that owns the ITIL v2011 edition certificate for all 15 processes that can be certified Management of IT services according to ITIL is integrated in the scenarios of Build- and Run SAP like a factory The core ITIL best practice processes are delivered out of the box in SAP Solution Manager Public

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System Landscape for E2E Integrated Service Management SAP Solution Manager as the central IT integration platform SAP ERP*

IT Service Management Incident Management

Problem Management

Request Fulfillment

Change Management

Service Asset & Configuration Mgmt

Service Level Management

Release & Deployment Management

(IT Service Desk)*

Capacity Management Availability Management Service Catalog Management

* = separate license required

SAP IT Infrastructure Mgmt.*

Financial Management

Service Portfolio Management Event Management IT Service Continuity Mgmt.

SAP Solution Manager © 2013 SAP AG. All rights reserved.

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IT Service Management from SAP ITIL®-aligned IT service and support processes with SAP Solution Manager Service Strategy Business Relationship Management Financial Management

Service Design

Service Portfolio Management Demand Management

Service Transition

Service Catalog Mgmt. Service Level Mgmt.* Capacity Management Availability Management* IT Service Continuity Mgmt. Information Security Mgmt. Supplier Management Application Management ( Function)

Continual Service Improvement Service Review Service Measurement Service Reporting* © 2013 SAP AG. All rights reserved.

Transition Planning and Support Change Management* Service Asset and Configuration Management* Release and Deployment Management* Service Validation and Testing* Change Evaluation Knowledge Management* IT Operations Management (Function)

Service Operation Event Management* Incident Management* Request Fulfillment* Problem Management* Access Management Service Desk (Function)*

ITIL 2011 certified Possible in SAP Solution Manager * preconfigured Best practice processes Public

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Integrated IT Service Management and Application Lifecycle Management SAP Solution Manager integrates Application Lifecycle Management and IT Service Management processes on a single platform. CRM 7.01

SAP Solution Manager 7.1 (with full SAP CRM stack!)

ITSM

SAP Solution Manager 7.0

ALM

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Core IT Service Management ITIL®-compliant IT service and support processes Incident Management Service Request Management Incident & Service Request Management Service Level Management

Problem Management Problem Management

Change Management Knowledge Management

Customer Service Asset & Config Management

Change Management

Service Asset & Configuration Management Service Level Management

Knowledge Management

IT Analytics IT Service Desk *

* pricelist component © 2013 SAP AG. All rights reserved.

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IT Service Desk Enhance Productivity of IT Service Desk Agents IT Service Desk Provide IT service desk agents with an easy-to-use application interface with integrated communication toolset Intuitive UI grants access to all processes and functions which are necessary for the agent to provide best-in-class IT services Communication management queues inbound communication, defines routing rules, and routes communication to agents

Benefits Easy-to-use application for rapid adoption with minimal training Empower IT service desk agents with powerful tools and information Increase customer satisfaction and service transparency

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Inbound communication processing and contact management enables agents to receive customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected configuration item Integrated solution search enables fast and professional solution provisioning, for example by integrated solution e-mailing Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and surveys as well as automated navigation Public

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IT Service Desk Best Practice process IC Agent

Receive call or eMail

Create incident by template

Complement data

Close message

OR IT Support 2nd Level

IT Support 1st Level

IC Agent

Highlights Account identification with object and installation identification Interaction History Agent Inbox E-Mail Response Management System Scripting, Alerts and Messages

Receive a call and create IT message

Categorize IT Ticket and search for quick solution

Receive incident

Search for solutions

Provide solution

Optional Handover to 2nd Level.

Analysis

Create Request for Handover Change to Change Management

Notification to end user

Optional integration with SAP BCM or 3rd party telephony system

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Incident Management Increase Efficiency of Responding to User Requests

Incident & Service Request Management Service Level Management

Problem Management

Incident Management Provide IT service desk agents with an easy-to-use application interface with integrated communication toolset

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Benefits Increase IT support productivity Deliver the best solution in a timely manner Enhance customer satisfaction

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Incident creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Incident classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Solution provisioning helps the support staff to search for relevant knowledge articles in the knowledge repository and to deliver the best solution to the end user Incident completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

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Incident Management Best Practice Process

Service Level Management

IT Support 1st Level

Business User

Incident & Service Request Management Problem Management

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Create IT message

Multiple inbound channels

Categorize IT Ticket with guided procedure

Send to IT Support

Receive incident

Search for solutions

Provide solution

Optional -Handover to Problem Mgmt.

Notification to end user

Highlights Related searches based on Categorization Multiple inbound channels through ALM integration Flexible UI enhancements (Auto) Dispatch to Teams based on end user data or system data or categorization © 2013 SAP AG. All rights reserved.

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Service Request Management Increase Efficiency of Responding to User Requests

Incident & Service Request Management Service Level Management

Problem Management

Service Request Management Capture, document, and track all user requests from creation to resolution

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Benefits Increase IT support productivity Deliver the best solution in a timely manner Enhance customer satisfaction

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Service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Service Request fulfillment helps the support staff to delegate predefined tasks via workflow. Read , fulfill and document the tasks and notify the completion to the main processor. Service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

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Service Request Management Best Practice Process Business User

Incident & Service Request Management Service Level Management

Service Request Fullfillment

Problem Management

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Create IT Service Request

Select offered Service

Fill in SR specific data

Forwarde d to IT Support

Receive Service Request

Process according to checklist tasks

Complete Service Request

Send back to enduser

Workflow tasks to several IT employees

Highlights TOP n Service requests in Self Service Portal Individual Service Request data tab Checklist steps to fullfill the service includes Workflow tasks Integration in Change Management

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Problem Management Investigate and Resolve Issues in the IT Infrastructure Problem Management Investigate, resolve, and document issues in the IT infrastructure as well as workarounds or solutions to them Problem creation captures all relevant information with regards to the issue, including the links to all related incidents

Benefits Document problem investigation in detail Speed up incident resolution Make investigation results available to all relevant parties Provide detailed information to change management

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Problem classification categorizes problems based on multi-level categorization and problem class, e.g. known error Incident references establishes relationships, optionally based on system proposals, to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved Problem closure documents the outcome of the investigation and triggers follow-up activities such as creation of knowledge articles for the solution repository; optionally it can trigger follow-up processes such as recording of working time, billing, etc. Public

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Problem Management Best practice process

Business User

Create Incident message

Multiple inbound channels

Highlights

IT Support 1st Level

Search solutions & Dispatch

IT Experts

IT Support 2nd Level

Analysis

Create notifications

Handover to Create Problem Problem message Management

Lock related incidents

Deep issue investigation

Create tasks

Create Provide solution Handover to Request & Update for Change Change Incident(s) Mngmt.

Create Knowledge Article

Combine multiple incidents with same cause & lock related incidents Deep investigation of issues with Impact & Root Cause Analysis Forward problem messages to SAP Create Tasks, Knowledge Articles or Request for change as follow-up.

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Change Management Ensure Authorized Changes are Proper and On Time Change Management Request, approve, and document IT infrastructure changes to make sure that only authorized changes are implemented Request for change creation captures all relevant information for the requested change such as who is requesting it, which configuration items are affected, and which services need to be provided

Benefits Minimize possible negative impact of changes by implementing only authorized changes Enhance visibility of responsibilities per change phase Bill and charge-back based on actual effort

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Approval management defines who needs to approve the request for change and informs the relevant parties via workflow Resource planning makes sure that the requested work gets carried out by qualified resources and that the required service parts are available in time Change completion documents the time spent and components used for the change implementation, and triggers the update of the configuration item documentation

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Change Management Ensure Authorized Changes are Proper and On Time

Change Transaction

Request for Change

Benefits Minimize possible negative impact of changes by implementing only authorized changes

Requester

Change Manager

Create Request for Change

Process Request

Approver

Approve / Reject Request

Notification via Workflow

Change Manager

Handover to Execution

Developer & IT Staff

Create Change Transaction

Execute & document Change

Tester

Requester

Test Change

Confirm Change

Change Request Management supports all types of changes SAP and non-SAP Changes

Technical & non Technical Changes

Enhance visibility of responsibilities per change phase Bill and charge-back based on actual effort

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System Landscapes

IT Assets

Admin Tasks

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Knowledge Management Leverage Organizational Knowledge to Meet User’s Needs Knowledge Management Document solutions and offer them via search to the IT service desk and directly to end users Knowledge article creation documents solutions to issues in the IT infrastructure with relevant linkage to incidents, configuration items, and other knowledge articles

Benefits Decrease time to resolution for known issues Leverage and publish organizational knowledge

Knowledge article classification categorizes and tags knowledge articles for easy access and auto suggest functions Knowledge article provision publishes knowledge articles to relevant publishing groups, enables auto suggest and manual search, and delivery of the solution via e-mail

Minimize training time for new support employees

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Knowledge Management Leverage Organizational Knowledge to Meet User’s Needs

Business User

Search released solution in Knowledge database

IT Support 2nd Level

IT Support 1st Level

Search released solution in Knowledge database

Assign Knowledge article (KA) to ticket

Provide solution

Notification to business user

Highlights

Describe solution

Notification to end user

Create KA with problem & solution descriptions

Check & release KA

Create Knowledge Article

Multi -language, Approval concept Publish knowledge to 1st Level support & end users Use integration in Service Desk, incidents and problems

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Service Asset and Configuration Management Gain Complete Control over Your Configuration Items Service Asset & Configuration Management Track and manage configuration items which are referenced in service processes IT asset procurement covers all types of purchasing for hardware and software, leveraging central vendor and contract information Receiving assets creates both technical as well as financial records, i.e. equipment and fixed assets in can be created automatically

Benefits Manage IT assets and track configuration information Analyze potential impact of any infrastructural changes Leverage SAP ERP for IT procurement and service processes

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Installed-base management manages relationships of IT equipment, allowing the installation or assignment of items, keeping the information automatically in sync between ERP and CRM, if required Object references in service transactions establishes links to all affected IT objects during incident, problem, and change processing, to complete the requests efficiently Integration to change management automatically updates status information of IT objects assigned as references to requests for change Public

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Service Asset and Configuration Management with SAP IT Infrastructure Management Modeling of IT infrastructure components within SAP Solution Manager

Integration in IT Service Management on SAP Solution Manager for Incident & Problem Management (e.g. End-User issues with desktop PC) Request for Change & Change Management (e.g. Deployment of firmware to network infrastructure)

Integration in End-to-End Monitoring & Alerting on SAP Solution Manager Integration of alerting data for IT infrastructure (e.g. availability of network devices)

Model business process based on delivered templates

Applications Deep modeling of systems, instances, hosts,… out of the box for SAP & manually non-SAP

Infrastructure

Monitoring & Alerting

Storage of modeling data in REALTECH‘s Configuration Management Database (CMDB) including integration in SAP Solution manager

Incident, Problem & Change

Agentless auto discovery based on technology & functionality provided by REALTECH

Business Process

Auto Discovery of Hosts, Printers, Storage, Network with SAP Infrastructure Management

Visualization of IT infrastructure components in context of influenced systems, databases and hosts

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Service Level Management Optimize Service Delivery and Provide Transparency

Service Level Management

Incident & Service Request Management Problem Management

Service Level Management Define and manage all IT services and their related service level agreements

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Service & product definition defines service products which are offered in a service catalog Contract management defines contracts with customers to specify the agreed-upon conditions for the selected services

Benefits Optimize service delivery Monitor service level compliance Provide transparency between IT and business Increase transparency of revenue and costs

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Service & contract determination automatically determines the available services and contracts during incident, problem, and change management Service level determination automatically identifies service level agreements from contracts, customers, or other objects, and sets service process dates and thresholds accordingly Service billing and cost allocation makes sure that the delivered IT services are correctly billed and costs allocated correctly Public

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Service Level Management Optimize Service Delivery and Provide Transparency IT Support 1st/ 2nd Level

Business User

Service Level Management

Incident & Service Request Management Problem Management

Customer InstalledBase & Object Management

Change Management

Knowledge Management

Highlights Escalation procedure based on IRT & MPT Define SLAs on object, Business Partner or contract level

IRT running Create incident

Multiple inbound channels

MPT running Provide solution

Processing

Incident in queue

60% due

60% due

Reminder Notification processor

Reminder Notification processor 100% due

Notification to Manager

100% due Notification to Manager

SLA determination on priority and service times Ignore SLA irrelevant status for duration calculations © 2013 SAP AG. All rights reserved.

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IT Analytics Analytics roles

Incident & Service Request Management Service Level Management

IT Manager (CIO) Problem Management

Customer InstalledBase & Object Management

Change Management

Service Manager

Knowledge Management

Team Manager

Benefits Gain insight of IT service processes

“Are there any major issues in the IT department?”

“How efficient are my IT Services and how can I improve them?”

“How does my service team perform?”

Measure IT service performance and service level compliance Provide basis for intelligent business decisions

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ITSM Processor

“Where should I start to work next?” Public

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IT Analytics Role based Reporting

Dashboard Reporting

Incident & Service Request Management Service Level Management

Predefined Dashboard Apps Problem Management

Easy compilation of own dashboards, based on dashboard apps

Customer InstalledBase & Object Management

Based on SAP BusinessObjects Dashboards technology

Change Management

Business Warehouse Reporting

Knowledge Management

ITSM & Cross ALM KPIs Based on historical data (OLAP) Predefined Web Templates Easily extensible by customer Predefined ITSM KPIs

OLTP* Reporting

Operational reports Individual creation of reports via wizard Sharing of reports Based on Search functionalities

Online Monitoring

Easy access via „Saved searches“ Graphical display Post-processing via spreadsheet export

* Online transaction processing © 2013 SAP AG. All rights reserved.

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SAP IT Service Management on SAP Solution Manager Organizational Tailoring Operations (with SAP ITSM ) Mobile App / 3rd party Help Desk

E-Mail / Phone

Service Request

ALM Process Integration

SAP Frontend Integration

SAP Support message

End User Self Service Portal

Incident

Problem

QGM

Task Request for Change

Requirement Mgmt.

Knowledge Articles

Change Normal, Urgent, General Software

Infrastructure

Execution (ALM) CTS+, RCA © 2013 SAP AG. All rights reserved.

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SAP IT Service Management on SAP Solution Manager Integrated IT Support processes

IT Service Management Incident Management

Monitoring & Alerting

Problem Management

Root Cause Analysis

Impact Analysis

Change Management

Knowledge Management

Deployment Management

Test Management

Application Lifecycle Management

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Predefined User Roles

IT Service Management on SAP Solution Manager Incident, Problem and Change Management Business User

2nd / 3rd Level Support

1st Level Support Call Agent Incident Manager

Self Service Portal or mobile App

Problem Manager

Change Manager

IT Service Desk Dispatcher ITSM 1st Level Support

ITSM Professional

ITSM Professional

ITSM Professional

SAP Frontend Pre-Clarification, Search, Dispatching

Email Inbound

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IT Service Management Business Roles Collaboration Portal for Business Users Web Self Service UI – End Users can manage their incidents and requests Highlights:

Create and view your incidents in one single UI

Display own incidents, and service requests Guided procedure to create incident or service requests. Include guidance documentation for end users Interact with Support units Enable search for known solutions Set own data (password, contact data, ..)

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IT Service Management Business Roles End Users create incidents

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SAP IT Incident Management Typical Business Challenges Employees need to be able to create IT related incident messages easily without having to log-on to SAP Solution Manager Creating an incident messages for IT assets like printers can best be done at the time and place of the problem identification SAP Mobile Business Impact With the SAP IT Incident Management mobile app for iPhone and iPad, all employees can initiate and follow up on their incident messages anywhere and anytime. This app connects to the SAP Solution Manager IT Service Management solution and allows end users to create and edit incident messages right from their iPhone or iPad.

Facts & Figures • Role:

All employees

• Target Segment:

All LOB

• Version:

1.0

• Availability:

11/2012

• Prerequisites:

SAP Solution Manager 7.1 SP6

• Mobile Device Support:

iOS 5.0, 6.0

© 2013 SAP AG. All rights reserved.

Capabilities Create incident messages Attach photos to your messages View the processing status of your incident messages Reply to and confirm your incident messages Public

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IT Service Management Business Roles Interaction Center* for IT Service Desk Agents Role-based access Account identification with object and installation identification Interaction History Incident, Problem, Request for Change Management Agent Inbox Knowledge Article Search E-Mail Response Management System Scripting, Alerts and Messages Transaction Launcher Optional integration with SAP Business Communication Management or 3rd party telephony system *Pricelist component © 2013 SAP AG. All rights reserved.

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IT Service Management Business Roles Processing UI for First Level Users Dispatcher UI: First Level UI for a quick message creation on behalf of Business Users Highlights: Quick access in Tab view Fast closing E-Mail Inbox Dispatching Assignment Block New message from template © 2013 SAP AG. All rights reserved.

Create Incidents for Business Users

• • •

T-screen with quick access to relevant information

Creation based on templates. Quick confirm Rule based Dispatching Public

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IT Service Management Business Roles ITSM Professional UI for 2nd, 3rd, Problem & Change Management (1) The Business Role „ SOLMANPRO“ is designed to process professionally incidents, problems, requests for changes and change documents. The role includes functional enhancements and deep integration in ALM processes of SAP Solution Manager. It runs integrated in the existing SAP ITSM functionalities, so typical SAP CRM or SAP ITSM functionalities can further be used .

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IT Service Management Business Roles ITSM Professional UI for 2nd, 3rd, Problem & Change Management (2) A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually.

You can create an incident ‚from scratch‘ or from a template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a change request © 2013 SAP AG. All rights reserved.

In the incident you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send E-Mail Print / Print Preview

In the Incident (Service Request) Details you can document who has reported the issue and who is responsible for it the processing status SLA dates the impact, urgency, priority and multiple categories textual descriptions of diverse text types which objects are affected whether the incident is assigned to a problem, request for change, or knowledge article

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IT Service Management Business Roles ITSM Professional UI for 2nd, 3rd, Problem & Change Management (3) In the incident document, you have access to detailed information such as SAP Attributes and Collaboration activities Related knowledge articles and further related transactions Attachments and notes (correspondence, SAP Notes) ALM process integration (Testcase defects, Alerts,) Information about related Business processes Date and duration information Time recording Organizational data and parties involved Change history and processing log 3rd party Help Desk interfaces etc… © 2013 SAP AG. All rights reserved.

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Released Features in ITSM Major enhancements 7.1 Support Package 5 New WebClient Business Roles for IT Requestors and 1st Level Support Service Request Management Integration with SAP IT Infrastructure Management ITSM Analytics with BW reporting and dashboards Guided procedure of SAP ITSM Setup (integrated in SOLMAN_SETUP) Mobile App for Incident Management And Change Management Usability improvements

Service Request

Widgets Related source

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Planned new Features in ITSM Major standard enhancements 7.1 Support Package 10 Custom fields in ITSM BW Templates Enhanced Status schema Email inbound inbox in Dispatcher Role Service Catalog My Messages Widgets Issue Management integration Substitution of Business Partners

Service Order

Enhanced Task Management Knowledge Article converting in pdf documents

1

2

3

4

Search usability improvements (attachments, new search attributes) Single Point of Contact CI Authorization via Org Modell & Extended BP Management with LMDB integration © 2013 SAP AG. All rights reserved.

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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-infringementPublic

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ITSM mobile apps

SAP IT Incident Management Typical Business Challenges Employees need to be able to create IT related incident messages easily without having to log-on to SAP Solution Manager Creating an incident messages for IT assets like printers can best be done at the time and place of the problem identification

SAP Mobile Business Impact With the SAP IT Incident Management mobile app for iPhone and iPad, all employees can initiate and follow up on their incident messages anywhere and anytime.

Facts & Figures • Role:

All employees

• Target Segment:

All LOB

• Version:

1.0

• Availability:

Since 11/2012

• Prerequisites:

SAP Solution Manager 7.1 SP6

This app connects to the SAP Solution Manager IT Service Management solution and allows end users to create and edit incident messages right from their iPhone or iPad.

Capabilities Create incident messages Attach photos to your messages View the processing status of your incident messages

• Mobile Device Support:

iOS 5.0, 6.0

Reply to and confirm your incident messages

Link on SAP.com Video © 2013 SAP AG. All rights reserved.

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ITIL compliant Incident & Problem Management process Incident Management Business User

Create Incident message

IT Support 1st Level

Search solutions & Dispatch

Multiple inbound channels

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Problem Management

IT Support 2nd Level

Analysis

-optional- Create notifications

IT Experts

Handover to Problem Mgmt.

Problem message

Lock incidents

Deep issue investigation

-optional-Create tasks

Provide solution & Update Incident(s)

Handover to Change Mgmt.

Create Request for Change

-optionalCreate Knowledge Article

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SAP IT Change Approval Typical Business Challenges Change Managers need to judge and decide on requests for change Critical information is often not available when needed, delaying the approval workflow

SAP Mobile Business Impact With the SAP IT Change Approval mobile app, change managers can approve and follow up on their requests for change anywhere and anytime. This app connects to the SAP Solution Manager application management solution and allows end users to approve and reject requests for change right from their iPhone or iPad.

Facts & Figures • Role:

Change Manager

• Target Segment:

IT Organisation

• Version:

1.0

• Planned Availability:

11/2012

• Prerequisites:

SAP Solution Manager 7.1 SP6

• Mobile Device Support:

iOS 5.0, 6.0

© 2013 SAP AG. All rights reserved.

Capabilities • Approve and reject requests for change and enter comments • Display all requests for change to which you are assigned as a change manager • Display the processing status of your requests and sort them by status, priority, and date

• Display detailed request information, such as, scope, assigned approvers, text log, and attachments Public

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One central process to control change execution Request for Change Requester

Create request for change

Change Manager

Process Request

Approver

Approve / Reject Request

Notification

Change Transaction Change Manager

Handover to Execution

Developer & IT Staff

Create Change Trans-action

Execute & document Change

Tester

Test Change

Requester

Confirm Change

Change Request Management supports all types of changes

via Workflow SAP and non-SAP Changes

System Landscapes

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Technical & non Technical Changes

IT Assets

Admin Tasks

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Prerequisites & Additional Information Prerequisites SAP Enterprise Support or higher SAP Solution Manager 7.1 SP6 Basic & Scenario configurations ( SOLMAN_SETUP Wizard) Activated SAP NetWeaver Gateway on SAP Solution Manager or Central SAP NetWeaver Gateway Optional –Sybase Unwired Platform

Maintenance & Support Non-periodical updates per App --> automatic notifications via Apple and Google Store Error messages via SAP components (MOB-APP-SMG…)

More information: Apps:

http://store.sap.com

Help:

http://help.sap.com/sm-mobileapps

© 2013 SAP AG. All rights reserved.

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SAP IT Infrastructure Management

Closing the gap between Enterprise Architects and Infrastructure Operations Enterprise Architect

Applications

Infrastructure

ABAP

J2EE

? Infrastrucutre Operations

Business Processes

Enterprise Architects model business processed with BPM tools (like ARIS, Solution Manager,…) Modeling stops on system level

How to close the gap between infrastructure and enterprise architects? Configuration Management with SAP Solution Manager provides single source of truth CMDB’s provide auto discovery of infrastructure with inventory management. Modeling stops at physical server level in CMDB

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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

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Impact analysis with SAP IT Infrastructure Management Conventional modeling approach

Using deep modeling with SAP IT Infrastructure Management

BPM

? CMDB

FIN FIN

DB App Serv1

App Serv2

App Serv3

DB Invoice Printer

Invoice Printer

Host 1

Host 1

Host 2

Host 2 Network Device

Network Device

Storage Device

Manual Automatically

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Integrated processes with SAP Solution Manager and SAP Infrastructure Management

Integration in IT Service Management Incident & Problem Management (e.g. End User reports incident with a printer) Request for Change & Change Management (e.g. deployment of firmware to router)

Integration in End-to-End Monitoring & Alerting Alerting for IT infrastructure (e.g. availability of network devices) Visual impact analysis (context to systems, databases and hosts) © 2013 SAP AG. All rights reserved.

Business Process

Applications

Monitoring & Alerting

Agentless automatic discovery of all infrastructure devices and relations Configuration Management Database (CMDB) integrated with SAP Solution Manager

Incident, Problem & Change

Modeling of IT infrastructure components

Infrastructure

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SAP Solution Manager Integration with SAP IT Infrastructure Management and other tools Asset Management SAP Power Designer FI/CO & HR

ARIS

Application Landscape non SAP

Business Processes Directory

Request Management

Change Management

Incident Management

SAP Landscape Management Database

Configuration & Asset Management

Capacity Management

Availability & Performance Management

Event Management

SAP IT Infrastructure Management Automatic Discovery Active Monitoring

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How SAP IT Infrastructure Management works Control Center

Visualization Dashboards Reports Alerts

CMDB

Asset & Inventory Dependencies Performance Integrations

Infrastructure

Servers

Firewalls

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Discovery Inventory Scan Topology Scan Monitoring Provisioning

Switches

Routers

Other SNMP devices

Printers

Storage

Virtualization

Load balancers

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Reduce Manual Effort in Configuration Management Intelligent and automatic discovery to detect dependencies via standard protocols (SNMP, WMI, etc.) – no agents required. Discovery

IT-Infrastructure © 2013 SAP AG. All rights reserved.

Normalization Layer

Technical Monitoring & IT Service Management

CMDB Public

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Normalized Data Management

Manufacturer 1:

Manufacturer 1:

Port Speed: 1024 Mbps

Field „Temp“: 93,2 ° Fahrenheit

Manufacturer 2:

Manufacturer 2:

Port Speed: 1 Gbps

Field „Temperature“: 93,2 ° Fahrenheit

Normalized Data:

Normalized Data:

1 073 741 824 bps

Temperature: 93,2 ° Fahrenheit

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Real-time Access to all your Device Types Product Specific Module for all common Device Types Consistent look & feel and intuitive handling via graphical display Support of all standard and proprietary Management Information Bases Support of the most important management protocols (SNMP, CIM, WMI/WBEM) Development of new Product Specific Modules at a standard rate

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Easier Network Management and Planning Overview of distributed Networks Topology Overview Visual Assisted Analysis System Network Status

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Manage your Network Configuration with Provisioning Network Device Provisioning Distribute changes to all your active network devices Collect configuration of all your active network devices Compare configuration history with current configuration

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Typical Use Cases Integrated Scenarios Impact analysis for network device replacement Monitoring of infrastructure devices with relation to applications End User Incident Management for Printer Incident End User PC (including installed software) Change Management with impact analysis for infrastructure devices Provisioning of network devices (e.g. firmware deployment) Integration of financial information with ERP (warranties, purchase data,…)

Standalone Scenarios Discovery of infrastructure devices and relations Visualization of network topology Standalone Monitoring of infrastructure devices Asset & inventory reporting Discovery of MS Exchange Discovery of virtualization infrastructures (like VMWare ESX, HyperV,…) Import of asset information © 2013 SAP AG. All rights reserved.

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Additional information

IT Service Management on SAP Solution Manager Incident , Problem & Change Management for entire customer IT solution Enterprise Support SAP Solution Manager Solution Documentation (Business process, ibase objects) New sales opportunity received via mobile device

Entered in SAP ERP / CRM System

SAP Components

Mobile

„Need Firmware update“

Saved in 3rd party database

Printing of Invoice

Database

„Can´t save my data“

„Low performance in PO1“

Printer

„Printer is out of paper“

Incident & Service Request Management Repair

Problem & Knowledge Management Research

Change Request & Change Management Resolve

© 2013 SAP AG. All rights reserved.

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SAP ITSM usage rights on SAP Solution Manager Summary Named User license All employees who are working with ITSM tickets need at least a SAP „Limited Professional User“ All employess who are just creating and tracking ITSM tickets in a WebSelf Service don´t need a named user license.

Usage Scope

SAP Cmp.

SAP Support customers in general don´t need a license package to run SAP ITSM on SAP Solution Manager Exception: – SAP Standard Support customers need a CRM license if they run SAP ITSM beyond SAP components – SAP Enterprise Support customers need a CRM license if they run SAP ITSM for IT which has no relation at all to SAP solutions. (see definition in http://service.sap.com/~sapidb/011000358700001743982008E/20101209_ES_ScopeDescr_EN.htm#14)

Functional enhancements SAP ITSM could be enhanced with further SAP Business Suite functionalities. The usage of these additional features might need an additional license package. – E.g. Call Center UI, Service Contract Management, Enterprise Search etc. © 2013 SAP AG. All rights reserved.

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Unique value with SAP ITSM Harmonized technology from your main Business Software provider Reduce your application and technology zoo: One application to run all your IT

You have a SAP Solution Manager

installation already! Real integration with your SAP ERP processes Integration into SAP Business Suite (time recording, financial management, HCM and resource planning)

Manage all IT levels - from the infrastructure , over application even to the Business process © 2013 SAP AG. All rights reserved.

Run your IT Services integrated in Application Lifecycle and Run SAP like a factory processes in SAP Solution Manager Increase Service Management productivity with ITIL compliant processes Verified on newest „ITIL 2011 Edition“ with all 15 available processes

Maximum UI flexibility with latest SAP WebClient Framework

ITSM core licences are included in your SAP support agreements Public

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IT Service Management on SAP Solution Manager 10 steps to make yourself an expert SAP Solution Manager Book

ALM overview http://service.sap.com/ALM

2

1

3

Implementation Services

SAP Trainings

ITIL Whitepapers

8

Overview, Demos & Guides http://service.sap.com/ALM-Processes 4

Self Learning Maps http://service.sap.com/RKT-SOLMAN 6 7

SAP Help Portal – http://help.sap.com 5

SAP Community Network - ITSM Wiki -

SAP ITSM Best Practices Book 9 10

© 2013 SAP AG. All rights reserved.

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Where to find more information? Solution Manager Demo System

www.sapsolution managerdemo.com Try SAP Solution Manager without any risk Available in the cloud 24x7 Demo scripts available for many scenarios

© 2013 SAP AG. All rights reserved.

Visit our IT Service Management Wiki in the SAP Community Network

Additional Service Offerings from SAP

Expert Guided Implementations for SAP Solution Manager Presentations, Information, Demos around IT Service Management and Change Request Management Content is targeted and tailored for Managers, End-Users and Administrators

Get an expert on-site from SAP Consulting and RunSAP Partners

Pre-packaged Rapid Deployment Solutions for fix-price

Recorded Webinars

Add-on Packages tailored for large scale usage

MaxAttention and Active Embedded

Individual Workshops and Configuration Support

Book now available: IT Service Management with SAP Solution Manager

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Public information about SAP ITSM

© 2013 SAP AG. All rights reserved.

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Expert Guided Implementation* Training, Practical Experience, Expert On Demand Day 1

Day 2

Day 3

Day 4

Empowering, Web session, 1-2 hours each morning

Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software

© 2013 SAP AG. All rights reserved.

* For SAP Enterprise Support customers

ITSM EGIs

SAP expert explains step-by-step configuration using training materials

Execution, 2-3 hours on the same day

Day 5

Setup Change Request Management

Expertise on demand Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution

Setup of IT Service Management Technical Upgrade SAP Solution Manager 7.1 Upgrade of Change Request Management from 7.0 to 7.1

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Summary Key Take-Aways of SAP IT Service Management on SAP Solution Manager Highlights ITIL compliant & certified IT Service Management tool Web-based user interface which is highly flexible and easy to extend End-to-End process integration into Application Lifecycle Management One solution to manage both SAP and non-SAP components Highly preconfigured – “ready to use out-of-the-box”

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Thank you Contact information: David Birkenbach Senior Solution Manager [email protected]

© 2013 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. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP 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 other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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