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SAP AG 2006/ 2
Overview
Summary
SUPPORTING Your SAP Landscape: Key Challenges
IT must insure availability and maximum performance through the entire software lifecycle!
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COLLABORATION in SAP Solution Manager
Collaboration
Delivery of
SAP Services
Solution
Service Desk
Monitoring
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SAP Solution Manager Enables Collaboration
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SUPPORTING a Complete Solution Requires a new
Interaction Model
Yesterday
TODAY SAP Customer
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SAP Solution Manager Usage Scenarios
Summary
COLLABORATIVE Process Flow: The Big Picture
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PHASE 1 Supporting Functionality
Functionality
EarlyWatch Alert
EarlyWatch Alert
Automated, free of charge SAP Service to collect
important system data and transmit it to SAP Solution Issue Management
Manager at regular intervals via remote connection
Issue Management Service Desk
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PHASE 1 Record and Manage Issues
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PHASE 2 Supporting Functionality
Functionality
Expertise on Demand
Request an SAP expert with an EOD message, an EarlyWatch Alert
automated SAPnet R/3 Frontend message in the
Issue Management
component XX_RC_EOD_*
Solution Manager Diagnostics Service Desk
View the SAP service plan while sending your current Solution Manager
Diagnostics
solution data to SAP. View the service proposal in
Delivery of SAP
your SAP Solution Manager Services
Delivery of SAP Services
Order services directly from the SAP Service Catalog
Accept or reject a service proposed by SAP
Create self services locally, to your requirements for
your components, at no additional cost
Store session details and context information, assign
service sessions directly to solutions, projects,
issues and display documents
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PHASE 2 Collaboratively Identify the Cause(s)
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PHASE 3 Supporting Functionality
Functionality
Change Request Management
Enables management of SAP Solution Manager projects EarlyWatch Alert
(maintenance, implementation, template, and upgrade) from top
to bottom:
- Documentation and control of physical change transports from the Issue Management
development environment into the productive environment
Implementation Service Desk
Manage central customizing changes, customizing distribution,
test management and E-learning management Expertise on Demand
Test Management
Service Plan
Create, change, copy or delete test plans, test reporting
Document/e-Learning Management Solution Manager
Generate learning maps for end users Diagnostics
- computer-supported self-learning training courses, tailored to end Delivery of SAP
users
Services
Create and publish your own E-Learning materials, e.g. SAP
Tutors Change Request
Five SAP Tutor Editor licenses per SAP Solution Manager are Management
free of charge
Implementation
Issue Reporting
Status and time interval Test Management
Transaction attributes like name, subject, transaction number
Document/ e-Learning
Context information like project, process Management
Linked objects like service desk messages, services, change
requests Issue Reporting
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PHASE 3 Identify and Implement Solution(s)
Issue Reporting
issue is closed
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Overview
Summary
PROBLEM Recognized 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.
An
Youalert
can occurs in a error
detect this solution due to the
via realtime portals slow
monitoring, response
through SAP time.
onsite/remote service
delivery, via a check of your weekly EWAs or through a trouble ticket.
Check relevance
of the alert
(history)
Service delivery:
Red rated
EarlyWatch Check
Realtime
performance alert
visible in
system monitoring
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RECORD a new Portal Issue in Issue Management
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CONTEXT Information is Added
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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 dependent of your specific needs.
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SUPPORT Message Created that Requests SAP Assistance
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SAP Collaborates via the Service Desk Portal
One of the reasons why the portal is slow is clearly identifiable (need of new browser version with
adaption of 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 text
Message overview SAP notes search
SAP attributes solution database
SAP context (search with solution context)
document flow attachments
Business partners
involved Possible
actions
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SAP Experts are Pulled in as Needed
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SAP Experts are Assigned as Needed
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SAP Expert Analysis may Lead to Service Request
The SAP experts analysis may lead to an SAP Service which can be requested via SAP
Solution Manager. If initiated by SAP, it will be marked as requiring customer approval.
The entire workflow regarding planning and execution of the SAP Service is
managed and tracked centrally in the system.
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SAP Troubleshoots the Issue
In this example, SAP conducts an HTML trace using Solution Manager Diagnostics.
Together with the corresponding issue, all messages, service sessions, and results
are recorded in the form of a report saved in SAP Solution Manager.
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ROOT-CAUSE Analysis with Solution Manager Diagnostics
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SOLUTION is Determined
In this example, SAP has determined that the bad performance is being caused by the
browser as well as by the network. SAP recommendation:
Hardware sizing must be increased (purchase of additional CPU)
Network bandwith must be improved
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CHANGE Request Management
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RESULTING Changes are Scheduled & Tracked
Changes are controlled and monitored by the Change Request Management Task List.
For colleagues who are not familiar with the service desk functionality you can create
tasks. The tasks are tracked within the Issue.
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STATUS of Issues Visible to Management at all Times
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END User Training can be Planned & Executed
A Learning Map with tutorials is created and published to proactively inform and train
end users about the impending change to their browser and settings.
E-Learning:
Simple configuration
Formulation and checking of learning
targets
Reduce costly delays, need for travel,
and classroom facilities
Target group specific access and
distribution
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ISSUE Reporting
Use the issue reporting functionality to control the status of your issue(s), the related
services, tasks, messages or change requests. If everything is solved to your
satisfaction, close the issue. Keep the issue for documentation to speed up the
recognition and resolution of similar problems.
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Overview
Summary
KEY Points to Take Home
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FURTHER Information
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