Você está na página 1de 40

End to End Collaboration with

SAP Solution Manager


LEARNING Objectives

As a result of this presentation, you will be able to give an


overview of the:
Challenges of supporting todays software and hardware
Explore six SAP Solution Manager usage scenarios
Examine three phases of Collaboration
Discover SAP Solution Managers tool support in the three phases
Learn the advantages of utilizing Collaboration with the SAP Solution
Manager

SAP AG 2006/ 2
Overview

Collaboration Process and Tools

Example: Collaboration in Action

Summary
SUPPORTING Your SAP Landscape: Key Challenges

End users use applications without detailed


knowledge of the underlying infrastructure
User

RFID Devices Portal Rendering Office


Java .net
World SAP NetWeaver Analytics Duet World
Portal Office Integration
Web Services, xApps and Self-Services

External SAP APO SAP APO ESA


SAP BW
R/3 ERP
Application
SAP SEM
SAP SRM
SAP SRM
SAP SEM

SAP Solution Manager

IT must insure availability and maximum performance through the entire software lifecycle!
SAP AG 2006/ 4
COLLABORATION in SAP Solution Manager

Collaboration

Implementation/ Change Request


Upgrade Management

Delivery of
SAP Services

Solution
Service Desk
Monitoring

SAP AG 2006/ 5
SAP Solution Manager Enables Collaboration

SAP AG 2006/ 6
SUPPORTING a Complete Solution Requires a new
Interaction Model
Yesterday
TODAY SAP Customer

SAP AG 2006/ 7
SAP Solution Manager Usage Scenarios

Implementation of Solution Monitoring


SAP solutions System monitoring
SAP methods & tools Business process monitoring
Global rollout Central system administration
Customizing sync. EarlyWatch Alert / SL reporting
E-learning mgmt. Solution reporting
Test management Part of the
following
collaboration
scenario
Upgrade of CORE
Service Desk
SAP solutions BUSINESS Manage service connections
SAP methods & tools PROCESSES Problem management
Integration of 3rd-party
E-learning mgmt.
help desks
Test management
Solution Manager
Diagnostics

Change Request Delivery of


Management SAP Services
Onsite/ remote delivery
Manage hot news
Service Plan
Manage support package stacks
Issue Management
Manage regular and urgent corrections
Expertise on demand
SAP AG 2006/ 8
Overview

Collaboration Process and Tools

Example: Collaboration in action

Summary
COLLABORATIVE Process Flow: The Big Picture

SAP AG 2006/ 10
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

Issues are complex problems that must be addressed


because they might disturb production processing,
e.g.:
- System administration: hardware does not satisfy the
requirements of full-load processing
- Operational processing: poor performance in certain
process steps
- Administration or organization: no clearly defined
responsibility for monitoring systems and applications
Service Desk
Centrally process internal support messages, and
forward them to SAP Support if necessary
Create support messages from any SAP system and
in all project phases, e.g. Blueprint and Test phase
Key advantage: automated attachment of SAP
component and system data to the message

SAP AG 2006/ 11
PHASE 1 Record and Manage Issues

SAP Customer Functionality


incident occurs EarlyWatch Alert

documentation of Issue Management


incident as open issue
Notes search in the processing & resolution Service Desk
solution database
Support Portal of incident

SAP AG 2006/ 12
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

Analyze your solutions Java components and Expertise on Demand


provide root-cause analysis
Service Plan Service Plan

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
SAP AG 2006/ 13
PHASE 2 Collaboratively Identify the Cause(s)

SAP Customer Functionality


incident occurs
EarlyWatch Alert
documentation of
incident as open issue Issue Management

Notes search in the processing & resolution


solution database Service Desk
Support Portal of incident or
further processing Expertise on Demand
of issue
expert solves subproblem, expert knowledge Service Plan
recommends further Service request
SAP Service executes SAP Service Solution Manager
root cause analysis request Diagnostics

SAP Service Delivery of SAP


proposes solution Services

SAP AG 2006/ 14
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

SAP AG 2006/ 15
PHASE 3 Identify and Implement Solution(s)

SAP Customer Functionality


incident occurs
EarlyWatch Alert
documentation of
incident as open issue Issue Management

Notes search in processing & resolution


solution database Service Desk
Support Portal of incident or
further processing Expertise on Demand
of issue
expert solves subproblem, expert knowledge Service Plan
recommends further Service request
SAP Service executes SAP Service Solution Manager
root cause analysis request Diagnostics

SAP Service Delivery of SAP


change request Services
proposes solution
plan, assess & approve Change Request
change request Management
expert supports implementation and test Implementation
implementation of change
knowledge transfer Test Management
roll out change
Optimization Service
Document/e-Learning
change goes live Management

Issue Reporting
issue is closed

SAP AG 2006/ 16
Overview

Collaboration Process and Tools

Example: Collaboration in Action

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

For problem Create a message


analysis check out of your
Red rated
EWA report or the browser for SAP
EarlyWatch Alert
even more detailed Solution Manager
for your portal
download data Service Desk

SAP AG 2006/ 18
RECORD a new Portal Issue in Issue Management

An Issue is created in SAP Solution Manager to document the complaint.

Document complex incidents


in the form of an issue

SAP AG 2006/ 19
CONTEXT Information is Added

Additional context information


is available an can be added via
assignment to the system and
business process in question

SAP AG 2006/ 20
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.

Integration Example: Issue Management


Information Maintenance

Project Project Administration

Solution, Systems System Maintenance

Services Service Plan

Scenarios, Business Blueprint, Configuration,


Processes Solution Directory

Messages Service Desk

Change Requests Change Request


Management

SAP AG 2006/ 21
SUPPORT Message Created that Requests SAP Assistance

Create an SAP support message


in parallel in the service desk
tool and attach it to the issue

List of related and attached


messages

SAP AG 2006/ 22
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

SAP AG 2006/ 23
SAP Experts are Pulled in as Needed

The incident is still open, so an expert from SAP is requested to assist.

The issue and solution are automatically


linked. This helps SAP Support:
find critical information quickly
estimate the possible impact on your
business operation

SAP AG 2006/ 24
SAP Experts are Assigned as Needed

Assignment to the best possible SAP contact person


is based on the context information
Documentation of the time needed for solving the
problem is calculated
Efficient method of requesting and tracking remote
and online consulting

SAP AG 2006/ 25
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.

Process of ordering a service:


SolMan sends solution master data to SAP
SAP AGS creates a service plan
Service plan is sent to SAP Solution
Manager
Customer accepts or refuses the service
If approved, service is delivered via SolMan
SAP AG 2006/ 26
SERVICE Requests are Managed Centrally

The entire workflow regarding planning and execution of the SAP Service is
managed and tracked centrally in the system.

SAP AG 2006/ 27
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.

SAP AG 2006/ 28
ROOT-CAUSE Analysis with Solution Manager Diagnostics

SAP SUPPORT SAP CUSTOMER


IT Service Provider

SAP Solution Manager Productive Server


Solution Landscape Reporting
System Landscape Reporting Applications
Business Process Reporting
Secure access
Configuration Reporting and
via SAP Router Check
Dump Analysis SAP NetWeaver
HTTP Trace Foundation
Java VM
Log Viewer
Resource Monitoring MS .net
Runtime Measurement Application
CPU and Memory Analysis Server

DB Monitor Operating System


OS Monitor (Memory, CPU)
OS Command Console OS
File System Explorer

SAP AG 2006/ 29
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

Create an change request in


parallel in the change request
management tool and assign it
to the issue

List of related and assigned


change requests

SAP AG 2006/ 30
CHANGE Request Management

SAP AG 2006/ 31
RESULTING Changes are Scheduled & Tracked

Changes are controlled and monitored by the Change Request Management Task List.

Central navigation to and


monitoring of the relevant
systems and functionalities

An Administration message can be


created during all phases of a project
and allows logon any system that is
part of the project
SAP AG 2006/ 32
TRACK Open and Completed Tasks

For colleagues who are not familiar with the service desk functionality you can create
tasks. The tasks are tracked within the Issue.

Tasks are created within


issues, and their workflow is
documented

SAP AG 2006/ 33
STATUS of Issues Visible to Management at all Times

An issue is the connection to documentation and processing of problems. Therefore the


controlled actions (messages, experts, services, change requests, tasks) are
continuously connected and traceable.

Quick status overview


Assignments to experts, services, tasks
Central and up-to-date documentation
Reporting

SAP AG 2006/ 34
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

SAP AG 2006/ 35
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.

Status and time interval


Transaction attributes like name, subject,
transaction number
Context information like project, process
Linked objects (tasks, service desk
messages, expertise-on-demand, services,
change requests, other issues)

SAP AG 2006/ 36
Overview

Collaboration Process and Tools

Example: Collaboration in action

Summary
KEY Points to Take Home

SAP Solution Manager supports the entire solution


lifecycle
SAP Solution Manager enables efficient application
management and collaboration with SAP
Insures transparency, efficiency, flexibility and control
Collaborative support is divided into three phases
Recording and managing issues
Collaboratively identifying the causes
Identifying and implementing the solutions
Integrated tools support you in the three phases
which
Improves quality and problem resolution time
Makes the requirements and communication visible and
reportable
SAP Solution Manager
Helps to clarify workflow, roles and responsibilities
Documents the flow of information and makes your work easier

The SAP Solution Manager improves the


reliability of your solution landscape!

SAP AG 2006/ 38
FURTHER Information

SAP Service Marketplace


www.service.sap.com/solutionmanager
www.service.sap.com/rkt-solman (role-based, free of charge learning maps!)
www.service.sap.com/diagnostics

Related SAP Education Training Opportunities


http://www.sap.com/solutionmanager training

SAP AG 2006/ 39
COPYRIGHT 2006 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,
Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other
countries.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
MaxDB is a trademark of MySQL AB, Sweden.
SAP, R/3, mySAP, mySAP.com, 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 2006/ 40

Você também pode gostar