SOLUTION MANAGER - SERVICE DESK

SAP Solution Manager Service Desk Incident Management for SAP and beyond

Product Management SAP Solution Manager SAP AG

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

The facets of complexity

Simplicity for end-users and more powerful architectures result in more complexity for IT infrastructure and application management Customer challenges: Complexity Technology Skills Resources

Risk Costs

SAP Solution Manager is SAP‘s standard application management platform

SAP Solution Manager – standardizing essential SAP application management tasks SAP Solution Manager Provides tools, content and best practices for the entire solution life cycle Is mandatory for all Business Suite 2005 and beyond customers

SAP recommends to use SAP Solution Manager release 7.0 „Deploying SAP Solution Manager is a best practice step every customer should take to prepare for the world of enterprise service-oriented architecture“ Derek Prior, AMR Research

E2E Solution Operation Standards Customer’s Business Unit Global Business Process Champion Regional Business Process Champion

End User Integrated Help Desk

PMO (Program Office) Change Request Management

Out Tasking

Out Sourcing

SAP Collaboration Platform = SAP Solution Manager

Customer’s IT Application Management Blue printing, testing, e-learning management, maintenance management, issue management, document management application diagnostics

Custom Development

Business Process Operations Job Scheduling, Business Process Monitoring

System diagnostics and administration

IT Infrastructure SAP Standards in Operations reduce Total Cost of Operations and enable Mission Critical Support

SAP Standards available Defined SAP interfaces

SAP Solution Manager as Collaboration Platform SAP

SAP Customer SAP Partner SAP Service Marketplace

SAP Experts

Application Management

SAP Consulting

Support organization (CCC)

SAP Solution Manager Strategy

SAP Solution Manager has matured into a stable product which provides standard application management functions for SAP solutions to customers. Therefore, SAP moves away from the annual release cycle of SAP Solution Manager: There will be no new SAP Solution Manager release before 2009 at the earliest A new release date will be communicated at least one year prior to ramp-up

SAP recommends to its customers to move to SAP Solution Manager 7.0 because this release is SAP‘s application management solution of choice.

2004

2005

2006

Customer-specific maintenance

2007

2008

2009

Mar

Mar

Dec

Dec

Mar

Oct Dec 2003

customer-specific maintenance

Mainstream Maintenance

Mainstream Maintenance

Oct Dec

Rampup

SAP Solution Manager 3.2

Rampup

Dec

SAP Solution Manager 7.0

2010

2011

Enhancing SAP Solution Manager 7.0

SAP Solution Manager will be enhanced continuously For specific customers through focus-group specific extensions which can be deployed flexibly on top of SAP Solution Manager

For all customers through dedicated support packages which enhance the standard SAP Solution Manager functionality

For specific customers through adapters which improve the integration to 3rd party tools like HP etc.

SAP Solution Manager – Essential Scenarios Implementation of SAP solutions

Upgrade of SAP solutions

Change Request Management

Solution Monitoring

CORE BUSINESS PROCESSES

Service Desk Best Practices for messaging • Integration of 3rd-party help desks •

Root Cause Analysis Delivery of SAP Support Services

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

End-to-end processes in heterogeneous environments

Isolating parts in heterogeneous environments distorts analyses because of dependencies. Service Desk in SAP Solution Manager Central instance for the entire SAP solution life cycle Single point of access to IT landscape and core business processes Common message processing model

SAP Solution Manager Service Desk - Process Customer Incident is

Business User

SAP Solution Support

recorded

Search for

Solution

Customer Solution Database

Application Service Desk Root Cause Analysis

Forward

SAP Support Problem

SAP Solution Manager & Diagnostics Provide Solution

SAP Service Marketplace

Customer Solution Database

Root Cause Analysis

Solution

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

Create Message

Easy creation of messages from regular work area Help -> Create Support Message Short text / long text / priority File attachments Automatic collection of important system data Transaction code / program ID Database version Support Package level Easy creation of messages with BSP application Creation of messages via additional input channels Key users can use SAP Solution Manager directly for message creation Call-center, e-mail

Business User

Create Message

Customer Support

SAP AGS

Create Message 1/5 1

2

Create Message 2/5

4 1

2

3

Create Message 3/5

Create Message 4/5

1

3

2

Create Message 5/5

1

2

Analyze Message

Automatic assignment of support organization Several support levels possible Identify existing service contract Assignment of support employees for processing Automated message assignment according to freely definable criteria Message assignment to processor’s work list Forwarding message to another processing group / processor Automatic notification of processor

Business User

Customer Support

Create Message Analyze Message

SAP AGS

Assign Support Team 1/3

Assign Support Team 2/3

Assign Support Team 3/3 2

1

Request Information

Further information can be requested from business user E-mail, telephone User provides additional information Telephone SAP Solution Manager

Business User

Customer Support

Create Message Analyze Message Request Information

SAP AGS

User Provides Additional Information 1/4

User Provides Additional Information 2/4

1

2

User Provides Additional Information 3/4

User Provides Additional Information 4/4

Search for Solution

Know how of internal support employees Integrated Customer Solution Database Search for symptoms and solutions Fast solution of recurring problems Automatic documentation of problem solution Build up your own Q&A database SAP Service Marketplace Trigger SAP Notes search directly in SAP Service Marketplace

Business User

Customer Support

Create Message Analyze Message Request Information Search Solution

SAP AGS

Search for Solution

Search in Solution Database

Search for SAP Notes

SAP Notes Search Integration 1/4

1

2

SAP Notes Search Integration 2/4

2

Defaults taken from current message 1

SAP Notes Search Integration 3/4

Select SAP Notes

SAP Notes Search Integration 4/4

Hand over to SAP Active Global Support

Send a message to SAP Forward messages to SAP Support back office if your support organization cannot solve the problem Bi-directional interface for forwarding messages and receiving solutions No need to log on to SAPNet R/3 Frontend Provide logon data maintain logon data in secure area

Business User

Customer Support

SAP AGS

Create Message Analyze Message Request Information Search Solution Hand over to SAP Request logon data Provide logon data

Secure Area Integration

1/4

Secure Area Integration

2/4

Secure Area Integration

3/4

Secure Area Integration

4/4

Provide Solution

Receive an answer from SAP Message processing by SAP Active Global Support Remote support integration Application sharing between end-users, support employees and SAP Support back office experts

Automatic transfer of changes to the message status Solution provided via SAP Notes

Business User

Customer Support

SAP AGS

Create Message Analyze Message Request Information Search Solution Hand over to SAP Request logon data Provide logon data Provide Solution

Apply Solution

Note implementation Automatic implementation of SAP Notes with SAP Notes Assistant Verify solution Testing Evaluation of responsible employee Send solution to end-user Using output functions of service process (print, mail, fax) Transport changes to the productive environment Software change management Enter solution in solution database

Business User

Customer Support

SAP AGS

Create Message Analyze Message Request Information Search Solution Hand over to SAP Request logon data Provide logon data Provide Solution Apply Solution

Solution Database 1/4

1

2

Solution Database 2/4

Classify symptom

Notes and Attachments of the message

Classify solution

Solution Database 3/4

Auto Text selection

Easy selection which data should be selected

Solution Database 4/4

Solutions are attached to the support message

Close and Confirm Message

Close and confirm message End-user tests solution The problem message is confirmed by the end-user

Business User

Customer Support

SAP AGS

Create Message Analyze Message Request Information Search Solution Hand over to SAP Request logon data Provide logon data Provide Solution Apply Solution Close Message

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

The SAPGui Service Desk User Interface

GUI version of Service Desk messages is further available in SAP Solution Manager 7.0.

Additional User Interface as of Release 4.0 Work Center Incident Management (1)

Additional User Interface as of Release 4.0 Work Center Incident Management (2)

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

Configuration

Standard support message type delivered with pre-configured Service Desk application including Roles Authorization concept Inboxes and monitors Status schema, text types Extended Configuration Support levels Automated notification at status changes SAP SmartForms Contracts Service Level Agreements

Automatic Notification

Service Desk configuration enables automatic notification at status changes. Configurable notifications can be sent automatically when status are changed in a support message Possible communication channels E-Mail SMS Pager Fax

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

Typical Questions to be answered by Service Desk Reporting How many messages were reported? For a given time interval, per organization, per SAP component How long did it take to complete messages? Overall and specific How many were solved with the internal solution database? How many with SAP notes? How many with help from SAP? How many were converted into how many change requests? How is the satisfaction of end-users? Which messages are in process/completed ...? By service desk employee/organization

Service Desk Reporting – Selection Screen

Overview Service Desk Process User Interface Configuration Service Desk Reporting Service Desk XT and 3rd party integration

End-to-end processes: Challenges beyond SAP support

Service Desk must adapt to existing infrastructures to support end-to-end processes in Enterprise SOA enabled environments. Customer challenges: Existing help desk applications Proven support processes

Customer needs: Improve quality of information Extend communication options Facilitate message-processing

Partner Interface to SAP Solution Manager Service Desk Integration Service Desk can be integrated into existing help desk applications Bidirectional exchange SAP Solution Manager 7.0 offers a bi-directional interface to exchange messages between the Service Desk and third party help desk tools Flexibility Integration scenario is based upon web services (simple, flexible and platform independent) and is officially certified by SAP Openness The interface is open and any partner can subscribe to it, there is no preferred partner tool

Integrating 3rd-party help desks: Option 1

Existing help desk and process remain unchanged. SAP Solution Manager Service Desk is integrated as an added value to optimize SAP solution operations. Features: Existing help desk application as primary help desk (recommended to support primarily non-SAP components) Proven support channels are preserved, no end user training necessary Messages only forwarded to SAP Solution Manager if SAP-related (on demand)

Benefits: Improve quality of SAP support by new level of solution information Extend communication options and collaboration with SAP Facilitate message-processing

Integrating 3rd-party help desks: Option 2

SAP-related messages can be sent to SAP Solution Manager directly. 3rd-party help desk available for information requests or non-SAP messages. Features: Service Desk as primary help desk (recommended to primarily support SAP components) Additional channel for end users (log messages directly from SAP applications) Messages are forwarded to 3rd party help desk if root cause is non-SAP (on demand or automated)

Benefits: System information captured and logged automatically Extended communication options and collaboration with SAP

Integrate Help Desk Systems from Other Vendors SAP

Customer

SAP Active Global Support

External Help desk system

SAP Solution Manager Service Desk

Message

SOAP/HTTP

Web Services

RFC

Web Services

Message

Message

RFC SAP Application

Non-SAP-Application/ IT Infrastructure

Benefits Productivity and efficiency Accelerating the solution times for incidents and support messages Communication Improved within the IT organization, and between IT and business users Bidirectional, seamless exchange between both systems via Web services Data exchange can be automated (incl. all attributes such as priority, file attachments, etc.) Both service desk teams benefit from seamless data exchange and a common outlook The service desk better responds to events and problems, leading to an improved service level and user acceptance Consistent reporting Achieved by effectively applying the new integration features

SAP Solution Manager Service Desk XT (Extended Usage)

Service Desk XT is an extension package for SAP Solution Manager. It extends the standard Service Desk’s usage to non-SAP problems (and offers integration into the ERP system).

Risk-free – Test the standard Service Desk at no additional license cost Ready to use – Use preconfigured best practices for initial system setup Easy to extend – Extend the Service Desk for non-SAP related problems without additional software installations

Service Desk XT - Scope

Scope Service Desk XT can be used for IT- and telecommunication device-related requests The proven best practices for messaging in SAP can be used as a template to model nonSAP support processes Additional functions available, e.g. to replicate equipment from SAP ERP to SAP Solution Manager

Target Group IT departments who do not have an existing help desk solution in place or who want to replace an existing one

Smooth transition Service Desk processes are pre-configured in SAP Solution Manager and can be easily used for proofs of concept Service Desk XT licenses can be acquired after proof of concept

Service Desk XT and SAP CRM Scope of SAP Solution Manager Application Management platform to enable E2E Solution Operations providing integrated functions which support the entire solution life cycle SAP Solution Manager 7.0 uses SAP CRM 5.0 functions and will keep on doing so at least until 2009 Service Desk XT can be used for IT requests and requests related to telecommunication devices Scope of SAP CRM Acquire and retain customers, improve customer loyalty, gain customer insight, and implement customer-focused strategies Drive new growth, maintain competitive agility, and attain operational excellence Interaction center and service management functions can be used for all service requests (e.g. related to facility mgt., technical service mgt., employee and accounting services etc.) Further SAP CRM releases Interaction center and service management functions will be enhanced on a continuous basis. This includes IT-related services and processes. These enhancements will not be part of SAP Solution Manager 7.0

Benefits of Service Desk XT

Single point of access One Service Desk system for the entire solution, SAP and non-SAP Integration Seamless integration to Solution Monitoring, Change Request Management, Maintenance Optimizer, One Transport Order etc. Option to integrate into SAP ERP 2005 Compliance with SAP Standards for E2E Solution Operations SAP Solution Manager is the enablement platform for SAP’s Standards for E2E Solution Operations Service Desk is the interface for efficient and effective collaboration with SAP

Availability

Service Desk XT The scenario is available since January 2007 Pricing information For pricing information contact your account executive

Summary

SAP Solution Manager Service Desk Pre-configured Best Practices for SAP-related incident management Optimized collaboration with SAP Active Global Support More efficient and effective SAP solution operations Extension package: Service Desk XT Single point of access to E2E solution operations Consistent reporting and support processes Seamless integration into application management processes Integration into existing support infrastructures Enhanced communication Seamless and bidirectional data exchange Flexibility and openness

Publication related to SAP Solution Manager: SAP Solution Manager Complete reference to SAP Solution Manager

Concept of SAP Solution Manager and its strategic importance for application management and cooperation with a strong reference to ITIL Comprehensive approach to the complete portfolio along the life-cycle - all functions, tools and processes, incl. third-party-integration Detailed customer field-reports deliver insight into firsthand, practical experience

German edition available English edition available

ISBN 3-89842-778-1 ISBN 1-59229-091-4

Publication related to SAP Solution Manager: CobiT and the Sarbanes-Oxley Act The SOX Guide for SAP operations

Roadmap to implementing CobiT controls using SAP tools and services with a special focus on the SAP GRC portfolio and SAP Solution Manager Explanation for business/IT requirements evolving from the Sarbanes-Oxley Act and outline of SOX-relevant controls of the CobiT framework Description of the portfolio SAP provides for the smooth implementation of controls within IT operations

German edition English edition

ISBN 978-3-8362-1013-3 ISBN 978-1-59229-128-1

Brand New Publication : SAP Solution Manager 7.0 - Service Desk Functionality Discover the Service Desk inside SAP Solution Manager 7.0

Introduction into the Service Desk, the concept and function provided. Detailed description on customizing steps, coding examples and practical hints. Presentation of new upcoming scenarios and useful functions to enhance your Service Desk. Benefit from the experience gained from many Service Desk implementations.

German edition English edition © SAP 2007 / Page 72

ISBN 978-3-89842-986-3 coming soon

Further Information

General Information Service Desk http://service.sap.com/solutionmanager -> Functions in Detail -> Support Area

General Information SAP Solution Manager http://service.sap.com/solutionmanager (General information) http://service.sap.com/rkt-solman (Learning map)

Documentation http://help.sap.com -> Documentation -> SAP Solution Manager -> Service Desk http://service.sap.com/solutionmanager -> Installation Guides -> Release 7.0 (Scenario description and configuration guide)

Training http://service.sap.com/solutionmanager -> Training

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