RKT Itsm Overview

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.
© 2013 SAP AG. All rights reserved. Public 2

Overview
SAP Solution Manager:
Integrated IT Management for new Innovations
IT Service Management IT Portfolio and
Business Project Management
Incident
Enhancement Requirement
Problem Portfolio
Minor Release Request for

Project
Urgent Change Change Major Release
Single
Source
of Truth
Design Mgmt Build Execution
Business Process Monitoring Build Mgmt

and Analytics
Change
Monitoring of Systems, Technical Test Mgmt Test Execution
Scenarios and End User Experience
Release & Deployment
Deployment
Management execution
Run SAP like Application Lifecycle
a Factory Management
SAP Solution Manager verified for ITIL® Service Lifecycle
Continual Service
Improvement
Service Strategy Service Transition
Service Portfolio Change Management
Management Service Asset & Configuration
Financial Mgmt. for IT Management
Services Service Release & Deployment Mgmt.
Transition Knowledge Management
SAP Solution Manager is external verified to

Service support processes in all ITIL Service
Strategy lifecycle phases
Service Design
Currently SAP Solution Manager is the only
Service Level Management
Service Catalogue Mgmt.
Service IT Management tool in the market that owns
Design Service the ITIL v2011 edition certificate for all 15
Capacity Management
Operation
Availability Management processes that can be certified
IT Service Continuity Mgmt. Service Operation
Event Management
Management of IT services according to ITIL
Incident Management is integrated in the scenarios of Build- and
Request Fulfillment Run SAP like a factory
Problem Management The core ITIL best practice processes are
© Crown copyright 2011 Reproduced under license from the Cabinet Office delivered out of the box in SAP Solution
Manager

System Landscape for E2E Integrated Service Management
SAP Solution Manager as the central IT integration platform
SAP ERP*
Financial Management
SAP IT Infrastructure Mgmt.*
IT Service Management
Incident Management Problem Management
Request Fulfillment Change Management
Service Asset & Configuration Mgmt Service Level Management
Release & Deployment Management (IT Service Desk)*
* = separate license required

Capacity Management Service Portfolio Management
Availability Management Event Management

Service Catalog Management IT Service Continuity Mgmt.
SAP Solution Manager

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

Service Catalog Mgmt. Transition Planning and Support Event Management*
Service Level Mgmt.* Change Management* Incident Management*
Capacity Management Service Asset and Configuration Request Fulfillment*
Availability Management* Management* Problem Management*
IT Service Continuity Mgmt. Release and Deployment Access Management
Information Security Mgmt. Management* Service Desk (Function)*
Supplier Management Service Validation and Testing*
Application Management ( Function) Change Evaluation
Knowledge Management*
IT Operations Management (Function)
Continual Service Improvement ITIL 2011 certified

Service Review Possible in SAP
Service Measurement Solution Manager
Service Reporting* * preconfigured Best practice processes

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

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

Management Management
Knowledge Management
Customer
Service Asset
& Config Change
Service Asset & Configuration Management
Knowledge
Management IT Analytics
IT Service Desk *
* pricelist component

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 Inbound communication processing and contact management enables agents to
Easy-to-use application for rapid receive customer requests via phone, e-mail, fax, or chat, and to identify the customer
adoption with minimal training
and affected configuration item
Empower IT service desk agents
with powerful tools and information Integrated solution search enables fast and professional solution provisioning, for
Increase customer satisfaction and example by integrated solution e-mailing
service transparency Agent guidance supports IT service desk agents with rule-based alerts, interactive
scripts and surveys as well as automated navigation

IT Service Desk
Best Practice process
IC Agent
Receive call or Create incident by Complement

Close message
eMail template data
OR
IC Agent IT Support 1st Level IT Support 2nd Level
Highlights Create
Account identification with object and Request
installation identification Receive a for
call and Categorize IT Ticket Optional - Handover Change
and search for quick Receive Search for Provide Handover to Analysis to Change
Interaction History create incident solutions solution
IT message solution 2nd Level. Management
Agent Inbox
E-Mail Response Management System Notification to
Scripting, Alerts and Messages end user
Optional integration with SAP BCM or 3rd
party telephony system

Incident Management
Increase Efficiency of Responding to User Requests
Incident Management
Incident &
Service
Request
Provide IT service desk agents with an
Management
Service Level Problem

easy-to-use application interface with
integrated communication toolset
Customer
Installed-
Base & Change
Object Management
Management
Knowledge
Incident creation captures all relevant information
Management
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
Benefits and enables solution suggestions as well as auto completion
Increase IT support productivity Solution provisioning helps the support staff to search for relevant knowledge articles
Deliver the best solution in a timely in the knowledge repository and to deliver the best solution to the end user
manner
Enhance customer satisfaction
Incident completion closes user requests and notifies users; optionally it can trigger
follow-up processes such as recording of working time, billing, etc.

Incident Management
Best Practice Process
Incident &
Business User IT Support 1st Level
Service
Request
Management

Customer Create Categorize IT Ticket Send to Receive Search for Provide Optional -Handover
Installed-
Base & Change
IT message with guided procedure IT Support incident solutions solution to Problem Mgmt.
Object Management
Management
Multiple
Knowledge Notification
Management
inbound to end user
channels
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

Increase Efficiency of Responding to User Requests

Incident &
Service
Request
Capture, document, and track all
Management

user requests from creation to
resolution
Customer
Installed-
Base & Change
Object Management
Management
Knowledge
Service request creation captures all relevant information including references to
Management
configuration items and enables rule-based dispatching as well as escalation
management
Service request classification categorizes user requests based on multi-level
Benefits categorization and enables solution suggestions as well as auto completion
Increase IT support productivity Service Request fulfillment helps the support staff to delegate predefined tasks via
Deliver the best solution in a timely workflow. Read , fulfill and document the tasks and notify the completion to the main
manner
processor.
Enhance customer satisfaction
Service request completion closes user requests and notifies users; optionally it can
trigger follow-up processes such as recording of working time, billing, etc.

Best Practice Process
Business User Service Request Fullfillment

Incident &
Service
Request
Management

Process Complete
Create Select offered Fill in SR Forwarde Receive according Send back
Customer IT Service specific d to Service to checklist Service
Service to enduser
Installed-
Base & Change
Request data IT Support Request tasks Request
Object Management
Management
Workflow
Knowledge
Management
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

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

Problem Management
Best practice process
Business IT Support IT Support IT Experts

User 1st Level 2nd Level
Create
Create Search Handover to Create Lock Provide solution Handover to Request
Incident Analysis Problem Deep issue
solutions & Problem related & Update Change for
message investigation
message Dispatch Management incidents Incident(s) Mngmt. Change
Multiple
inbound
channels Create Create Create
notifications tasks Knowledge
Article
Highlights
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.

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 Approval management defines who needs to approve the request for change and
Minimize possible negative impact informs the relevant parties via workflow
of changes by implementing only
authorized changes Resource planning makes sure that the requested work gets carried out by qualified
Enhance visibility of responsibilities
resources and that the required service parts are available in time
per change phase Change completion documents the time spent and components used for the change
Bill and charge-back based on implementation, and triggers the update of the configuration item documentation
actual effort

Change Management
Ensure Authorized Changes are Proper and On Time
Request for Change Change Transaction
Requester Change Approver Change Developer & Tester Requester

Manager Manager IT Staff
Create Process Approve / Create Execute &

Handover to Change Test Confirm
Request for Request Reject document
Execution Transaction Change Change
Change Request Change
Change Request
Management supports all
Notification types of changes
Benefits via
Workflow
Minimize possible negative impact SAP and non-SAP Technical & non Technical
Changes Changes
of changes by implementing only
authorized changes
Enhance visibility of responsibilities
per change phase
System Landscapes IT Assets Admin Tasks
Bill and charge-back based on
actual effort

Leverage Organizational Knowledge to Meet User’s Needs
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
Knowledge article classification categorizes and tags knowledge articles for easy
Benefits access and auto suggest functions
Decrease time to resolution for Knowledge article provision publishes knowledge articles to relevant publishing
known issues
groups, enables auto suggest and manual search, and delivery of the solution via e-mail
Leverage and publish organizational
knowledge
Minimize training time for new
support employees

Leverage Organizational Knowledge to Meet User’s Needs
Business User IT Support 1st Level IT Support 2nd Level
Search released Search released Assign Knowledge

Provide
solution in solution in Knowledge article (KA)
solution
Knowledge database database to ticket
Create KA with
Notification to Describe Check &
problem & solution
business user solution release KA
descriptions
Notification Create
Highlights to end user Knowledge
Article
Multi -language, Approval concept
Publish knowledge to 1st Level
support & end users
Use integration in Service Desk,
incidents and problems

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 Installed-base management manages relationships of IT equipment, allowing the
Manage IT assets and track installation or assignment of items, keeping the information automatically in sync
configuration information
between ERP and CRM, if required
Analyze potential impact of any
infrastructural changes Object references in service transactions establishes links to all affected IT objects
Leverage SAP ERP for IT during incident, problem, and change processing, to complete the requests efficiently
procurement and service processes Integration to change management automatically updates status information of IT
objects assigned as references to requests for change

Service Asset and Configuration Management
with SAP IT Infrastructure Management
Modeling of IT infrastructure components Business Process

within SAP Solution Manager
Model business process
Incident, Problem & Change

Agentless auto discovery based on technology & based on delivered
functionality provided by REALTECH templates
Monitoring & Alerting

Storage of modeling data in REALTECH‘s
Configuration Management Database (CMDB)
including integration in SAP Solution manager
Applications
Integration in IT Service Management on Deep modeling of systems,
SAP Solution Manager for instances, hosts,… out of the
Incident & Problem Management (e.g. End-User box for SAP & manually
non-SAP
issues with desktop PC)
Request for Change & Change Management (e.g.
Deployment of firmware to network infrastructure) Infrastructure
Integration in End-to-End Monitoring & Alerting on SAP Solution Manager Auto Discovery of Hosts, Printers,
Storage, Network with SAP
Integration of alerting data for IT infrastructure (e.g. availability of network devices)
Infrastructure Management
Visualization of IT infrastructure components in context of influenced systems,
databases and hosts

Optimize Service Delivery and Provide Transparency

Incident &
Service
Request
Define and manage all IT services and
Service
Level
Management
Problem
their related service level agreements
Customer
Installed-
Base &
Object
Change
Management
Service & product definition defines
Management
Knowledge
service products which are offered in a
Management
service catalog
Contract management defines contracts with customers to specify the agreed-upon
conditions for the selected services
Benefits Service & contract determination automatically determines the available services
Optimize service delivery and contracts during incident, problem, and change management
Monitor service level compliance
Service level determination automatically identifies service level agreements from
Provide transparency between IT contracts, customers, or other objects, and sets service process dates and thresholds
and business
accordingly
Increase transparency of revenue
and costs Service billing and cost allocation makes sure that the delivered IT services are
correctly billed and costs allocated correctly

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

Incident &
Service
Request
Management
Service
Level Problem
IRT running MPT running
Customer Create Provide
Installed-
incident Incident in queue Processing
Base & Change
Management
solution
Object
Management
Knowledge
Management
Multiple 60% 60%
due due
inbound
channels Reminder Reminder
Notification Notification
processor processor
Highlights
100% 100%
Escalation procedure based on due due
IRT & MPT
Define SLAs on object, Business Notification to Notification to
Manager Manager
Partner or contract level
SLA determination on priority and
service times
Ignore SLA irrelevant status for
duration calculations

IT Analytics
Analytics roles
Incident &
Service “Are there any major
Request
Management IT Manager (CIO)
Service Level
Management
Problem
Management
issues in the IT
department?”
Customer
Installed-
Base & Change
Object
Management
Management
Service Manager
Knowledge
“How efficient are my IT Services and
Management
how can I improve them?”
Team Manager “How does my service

Benefits
Gain insight of IT service processes team perform?”
Measure IT service performance
and service level compliance
Provide basis for intelligent
business decisions
ITSM Processor “Where should I start to
work next?”

IT Analytics
Role based Reporting
Based on SAP BusinessObjects Dashboards

Incident &
Service
Dashboard Reporting technology
Request
Management Predefined Dashboard Apps
Management Management Easy compilation of own dashboards, based on
Customer
dashboard apps
Installed-
Base &
Object
Change
Management Business Warehouse ITSM & Cross ALM KPIs
Management
Reporting Based on historical data (OLAP)
Knowledge
Management
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

SAP IT Service Management on SAP Solution Manager
Organizational Tailoring
Operations (with SAP ITSM )

Mobile App / 3rd SAP
End User Self E-Mail / ALM Process
party Frontend
Service Portal Phone Integration
Help Desk Integration
Support message
SAP
Service
Request Incident
Problem
Task
QGM
Requirement Request for Knowledge

Change Articles
Mgmt.
Change
Normal, Urgent,
General
Software Infrastructure
Execution (ALM)
CTS+, RCA

SAP IT Service Management on SAP Solution Manager
Integrated IT Support processes
IT Service Management
Incident Problem Change Knowledge
Management Management Management Management
Monitoring & Root Cause Impact Deployment Test

Alerting Analysis Analysis Management Management
Application Lifecycle Management

Predefined User Roles
IT Service Management on SAP Solution Manager
Incident, Problem and Change Management
1st Level Support 2nd / 3rd Level Support

Business User
Call Agent
Incident Problem Change

Manager Manager Manager
Self Service Portal IT Service Desk
or mobile App
ITSM ITSM ITSM
Dispatcher Professional Professional Professional
ITSM 1st Level
Support
SAP Frontend
Pre-Clarification,
Search, Dispatching
Email Inbound

IT Service Management Business Roles
Collaboration Portal for Business Users
Web Self Service UI – End Users

can manage their incidents
and requests
Create and view
your incidents in
Highlights: 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, ..)

End Users create incidents

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
Facts & Figures incident messages right from their iPhone or iPad.
• Role: All employees
• Target Segment: All LOB Capabilities
• Version: 1.0 Create incident messages
• Availability: 11/2012 Attach photos to your messages
• Prerequisites: SAP Solution Manager 7.1 SP6 View the processing status of your incident messages
• Mobile Device Support: iOS 5.0, 6.0 Reply to and confirm your incident messages
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
Processing UI for First Level Users
Dispatcher UI:
First Level UI for a
quick message
creation on behalf of
Business Users
T-screen with
quick access to
Highlights: Create relevant
Quick access in Tab Incidents for information
Business Users
view
Fast closing
E-Mail Inbox
Dispatching Assignment • Creation based on
Block templates.
New message from • Quick confirm
template • Rule based Dispatching

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 .

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 In the Incident (Service
processing multiple incidents individually. 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
In the incident you have whether the incident is assigned to
access to a problem, request for change, or
Dispatch knowledge article
Auto Complete
You can create an incident ‚from scratch‘ or from a Find Related Problems
template. Find Knowledge Articles
You can copy an existing incident Unlock
You can create follow-up transactions from the incident, Send E-Mail
for example, a problem or a change request Print / Print Preview

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…

Released Features in ITSM
Major enhancements 7.1 Support Package 5
New WebClient Business Roles for IT Requestors and 1st Level
Support
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

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
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
© 2013 SAP AG. All rights reserved. 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 41
ITSM mobile apps
SAP IT Incident Management

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

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
Facts & Figures and allows end users to create and edit incident messages right from their iPhone
• Role: All employees or iPad.
• Target Segment: All LOB
• Version: 1.0 Capabilities
• Availability: Since 11/2012
Create incident messages
• Prerequisites: SAP Solution Manager 7.1 SP6 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

ITIL compliant Incident & Problem Management process
Incident Management Problem Management

Business User IT Support IT Support
1st Level 2nd Level
IT Experts
Problem Create
Search Handover Deep issue Handover to Request for
Create message Provide solution &
solutions Analysis to Problem Lock incidents investiga- Change Change
Incident message Update Incident(s)
& Dispatch Mgmt. tion Mgmt.
Multiple
inbound
-optional-
channels -optional- Create -optional-Create Create
notifications tasks Knowledge
Article

SAP IT Change Approval

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

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
Capabilities
• Version: 1.0
• Approve and reject requests for change and enter comments
• Planned Availability: 11/2012 • 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
• Prerequisites: SAP Solution Manager 7.1 SP6
date
• Mobile Device Support: iOS 5.0, 6.0 • Display detailed request information, such as, scope, assigned approvers, text log,
and attachments

One central process to control change execution
Request for Change Change Transaction

Requester Change Manager Approver Change Manager
Developer & IT Staff Tester Requester
Create
Create Change
Process Approve / Reject Handover Test Confirm
request for Trans-action Execute & document Change
Request Request to Execution Change Change
change
Change Request Management

Notification supports all types of changes
via
Workflow
SAP and non-SAP Technical & non Technical
Changes Changes
System Landscapes
IT Assets Admin Tasks

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

SAP IT Infrastructure Management
Closing the gap between Enterprise Architects and Infrastructure
Operations
Enterprise Architect
Enterprise Architects model business processed
Business with BPM tools (like ARIS, Solution Manager,…)
Processes Modeling stops on system level
How to close the gap between infrastructure

Applications ABAP J2EE and enterprise architects? Configuration
? Management with SAP Solution Manager provides
single source of truth
Infrastrucutre
Operations CMDB’s provide auto discovery of infrastructure
with inventory management.
Infrastructure
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

Impact analysis with SAP IT Infrastructure Management
Conventional modeling approach Using deep modeling with

SAP IT Infrastructure Management
BPM
?
FIN
CMDB FIN DB
App App App
Serv1 Serv2 Serv3 DB
Invoice
Printer
Invoice
Printer Host 1 Host 2
Host 1 Host 2
Network Network Storage
Device Device Device
Manual
Automatically

Integrated processes with SAP Solution Manager and SAP
Infrastructure Management
Modeling of IT infrastructure components

Agentless automatic discovery of all infrastructure
Incident, Problem & Change

devices and relations Business Process
Configuration Management Database (CMDB)
Monitoring & Alerting

integrated with SAP Solution Manager
Integration in IT Service Management

Incident & Problem Management (e.g. End User reports
incident with a printer)
Applications
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 Infrastructure
devices)
Visual impact analysis (context to systems, databases
and hosts)

SAP Solution Manager Integration with SAP IT Infrastructure
Management and other tools
Asset Management
SAP Power Designer
ARIS FI/CO & HR
Application Landscape Business Request Change Incident

Processes Management Management Management
Directory
non SAP SAP
Landscape Configuration & Asset Management
Management
Database Availability &
Capacity Event
Performance
Management
SAP IT Infrastructure
Management
Automatic Discovery
Active Monitoring

How SAP IT Infrastructure Management works
Control Center Visualization Dashboards Reports Alerts
CMDB Asset & Inventory Dependencies Performance Integrations
Infrastructure Discovery Inventory Scan Topology Scan Monitoring Provisioning
Servers Firewalls Switches Routers Other SNMP devices Printers Storage Virtualization Load balancers PCs, laptops

Reduce Manual Effort in Configuration Management
Intelligent and automatic discovery to detect dependencies via standard protocols

(SNMP, WMI, etc.) – no agents required.
Discovery Normalization Layer Technical Monitoring & IT
Service Management
IT-Infrastructure CMDB
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

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

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

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

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

Additional information
Incident , Problem & Change Management for entire customer IT solution
Enterprise Support
SAP Solution Manager
Solution Documentation
(Business process, ibase objects)
New sales opportunity Entered in SAP ERP / Saved in 3rd party Printing
received via mobile device CRM System database of Invoice
SAP
Mobile Components Database Printer
„Need „Low perfor- „Can´t save „Printer is

Firmware mance in my data“ out of paper“
update“ PO1“
Incident & Service Request Management

Repair
Problem & Knowledge Management

Research
Change Request & Change Management

Resolve

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.

Unique value with SAP ITSM
Harmonized technology from your main

Business Software provider Run your IT Services integrated
Reduce your application and technology zoo: One in Application Lifecycle
application to run all your IT and Run SAP like a factory
processes in SAP Solution Manager
You have a SAP Solution Manager
installation already! Increase Service Management productivity
with ITIL compliant processes
Real integration with your SAP ERP Verified on newest „ITIL 2011 Edition“ with all 15
processes available processes
Integration into SAP Business Suite (time recording,

financial management, HCM and resource planning) Maximum UI flexibility with latest SAP
WebClient Framework
Manage all IT levels - from the
infrastructure , over application even to ITSM core licences are included in your
the Business process SAP support agreements

10 steps to make yourself an expert
ALM overview SAP Solution Manager Book ITIL Whitepapers Overview, Demos & Guides
http://service.sap.com/ALM http://service.sap.com/ALM-Processes
1 2 3 4
Self Learning Maps SAP Help Portal –

Implementation http://service.sap.com/RKT-SOLMAN http://help.sap.com
SAP Trainings Services 6 5
7
8
SAP Community Network - ITSM Wiki -

SAP ITSM Best Practices Book
9
10

Where to find more information?
Solution Manager Visit our IT Service Additional Service Get an expert on-site from
Demo System Management Wiki in Offerings from SAP SAP Consulting and
the SAP Community RunSAP Partners
Network
Pre-packaged Rapid
Expert Guided Deployment Solutions for
Implementations for SAP fix-price
Solution Manager
www.sapsolution Add-on Packages tailored
for large scale usage
managerdemo.com
Presentations, Information, Recorded Webinars
Demos around IT Service Individual Workshops and
MaxAttention and Active
Try SAP Solution Manager Management and Change Configuration Support
Embedded
without any risk Request Management
Available in the cloud 24x7 Content is targeted and

tailored for Managers,
Demo scripts available for End-Users and
many scenarios Administrators
Book now available: IT Service Management
with SAP Solution Manager

Public information about SAP ITSM

Expert Guided Implementation*
Training, Practical Experience, Expert On Demand
* For SAP Enterprise Support

Day 1 Day 2 Day 3 Day 4 Day 5 customers
Empowering, Web session, 1-2 hours each morning

ITSM EGIs
SAP expert explains step-by-step
configuration using training Setup Change Request
materials Management
Setup of IT Service
Execution, 2-3 hours on the same day Expertise on demand Management
Participants execute Participants have direct Technical Upgrade SAP

demonstrated steps within access to an SAP expert Solution Manager 7.1
their own project, on their who directly supports them
own SAP Solution remotely, if necessary, Upgrade of Change Request
Manager software during the execution
Management from 7.0 to 7.1

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”

Thank you
Contact information:
David Birkenbach
Senior Solution Manager
david.birkenbach@sap.com
© 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
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Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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SAP IT Service Management in

SAP Solution Manager 7.1

© 2013 SAP AG. All rights reserved. Public 2

Minor Release Request for

Business Process Monitoring Build Mgmt

SAP Solution Manager is external verified to

© 2013 SAP AG. All rights reserved. Public 5

* = separate license required

Availability Management Event Management

SAP Solution Manager

© 2013 SAP AG. All rights reserved. Public 6

Service Design Service Transition Service Operation

Continual Service Improvement ITIL 2011 certified

© 2013 SAP AG. All rights reserved. Public 7

CRM 7.01 SAP

© 2013 SAP AG. All rights reserved. Public 8

Service Level Problem Change Management

© 2013 SAP AG. All rights reserved. Public 9

Intuitive UI grants access to all processes and

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Receive call or Create incident by Complement

© 2013 SAP AG. All rights reserved. Public 11

Service Level Problem

© 2013 SAP AG. All rights reserved. Public 12

Service Level Problem

© 2013 SAP AG. All rights reserved. Public 13

Service Request Management

Service Level Problem

© 2013 SAP AG. All rights reserved. Public 14

Business User Service Request Fullfillment

Service Level Problem

© 2013 SAP AG. All rights reserved. Public 15

© 2013 SAP AG. All rights reserved. Public 16

Business IT Support IT Support IT Experts

© 2013 SAP AG. All rights reserved. Public 17

© 2013 SAP AG. All rights reserved. Public 18

Request for Change Change Transaction

Requester Change Approver Change Developer & Tester Requester

Create Process Approve / Create Execute &

© 2013 SAP AG. All rights reserved. Public 19

Knowledge article creation documents

© 2013 SAP AG. All rights reserved. Public 20

Business User IT Support 1st Level IT Support 2nd Level

Search released Search released Assign Knowledge

© 2013 SAP AG. All rights reserved. Public 21

Service Asset & Configuration

IT asset procurement covers all types of purchasing

© 2013 SAP AG. All rights reserved. Public 22

Modeling of IT infrastructure components Business Process

Incident, Problem & Change

Monitoring & Alerting

© 2013 SAP AG. All rights reserved. Public 23

Service Level Management

© 2013 SAP AG. All rights reserved. Public 24

Business User IT Support 1st/ 2nd Level

© 2013 SAP AG. All rights reserved. Public 25

how can I improve them?”

Team Manager “How does my service

© 2013 SAP AG. All rights reserved. Public 26

Based on SAP BusinessObjects Dashboards

Predefined Web Templates

© 2013 SAP AG. All rights reserved. Public 27

Operations (with SAP ITSM )