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SAP Solution Manager IT Service Management

Review of Critical Failure Areas in the IT Service


Management system
SAP Partner Service Delivery
March 2016
DISCLAIMER

This material does not presume to document all potential failure areas in the IT Service Management
configuration by VARs. It serves as a guide for those areas which will be reviewed by the Auditor team
and those areas which have been observed as common mistakes in a VAR setup.

This guide does not serve as a tutorial or a configuration material and should not be viewed as such.
Features and screens taken reference SP08 and may change with other support package levels.

Where VARs encounter other issues other than those documented here, VARs are to be advised to take
the EGI for Application Incident Management ITSM for Service Providers or to seek Consulting advise.

Errors received with standard objects and procedures should be referred to SAP Support.

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TRANSACTION: AISUSER
Lists all users that participate in the incident handling process. This
includes both VAR support staff and VAR customer users.

EXPECTATIONS
ALL maintenance customers should be defined in this table.
PCAs will validate that the column SAP Customer Numbers
have all indirect customers defined.
VARs allowing customers to log incidents should have defined
customer user ids (such as their customers S-user IDs) in the
User column.

This requirement is mandatory for the following scenarios:


VARs supporting SAP Business All-In-One and/or SAP HANA.
VARs using SAP Solution Manager Incident Management as its
primary incident management system.

VARs and customers (where allowed) should be able to interact and process
incidents in the SAP Solution Manager Incident Management

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SAP Solution Manager Incident Management should be set up to
forward Very High incidents to SAP beyond office hours.

TRANSACTION: BP
Lists defined business partners in CRM (which is
used by ITSM). It is expected that all customers are
defined with a specific business partner number.

EXPECTATIONS
Support business hours should be documented
for every customer.
It is a failure criteria to have no support hours
defined for each customer where VAR relies on
SAP for delivering support beyond its office
times. For such situations, Very High incidents
posted outside office hours will not get
forwarded to SAP.

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TRANSACTION: SU01
Maintain user authorizations that define access and
capabilities by the user in the SAP system.

EXPECTATIONS
The Key User role should be maintained for all
customer user ids. It is strictly not advised to use
the Processor role for this purpose.
Customer users should not be given the
SAP_ALL profile.

Correct Key User role should be used and


no SAP_ALL authorization should be given
to customers.

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The following topics will require the Application
Incident Management Configuration Guide for
VAR IT Service Management.
Please reference the following page:

https://support.sap.com/solution-manager.html --
>SAP Solution Manager for Partners Service
Providers Solution Manager Setup Setup
Documents Administrator SAP Solution
Manager 7.1 VAR Config Guide

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CUSTOMER USER MANUAL (1)
This document is submitted as part of the checklist requirements and is
reviewed by the PCA to determine usage procedures by customer users.

Incorrect Incident Posting Procedure


The Create Incident menu should not be visible for customers to use.

Corrective Action
Follow instructions from 7.18 of the ITSM Service Provider Configuration
Manual with the following changes:
In point 1, Use business role SOLMANREQU instead of SOLMANPRO.
In point 5, instead of the instruction to Select and mark the specific
group id use Select and unmark group id SM-CREATE


The Create Incident menu from the left navigational panel
should not be visible or used for incident posting by customers.

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CUSTOMER USER MANUAL (2)
This document is submitted as part of the checklist
requirements and is reviewed by the PCA to
determine usage procedures by customer users.

Incorrect Incident Posting Procedure


The Installed Base Component field should not be

accessible or usable by customers. To select the


system where the error has occurred, customers
should use the field Configuration Item.

Corrective Action
Follow instructions from 7.17 of the ITSM Service
Provider Configuration Manual .

The Installed Base Component field should be a Display Only field and
is shown to be greyed out during incident posting.

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