AbouL 1hls Module

Introduct|on to SA So|ut|on Manager

1hls module deflnes Lhe SA SoluLlon Manager and ouLllnes Lhe beneflLs of uslng SoluLlon
Manager and Lhe ASA meLhodology Lools provlded Lo ald ln Lhe lmplemenLaLlon, operaLlon, and
conLlnuous lmprovemenL of SA soluLlons.

8us|ness Lxamp|e

x?Z Corp. ls abouL Lo begln a large-scale buslness process LransformaLlon pro[ecL and has chosen
SA sofLware as Lhe cenLerplece. 1hls pro[ecL has been named "ro[ecL rogress" and wlll conslsL
of mulLlple SA componenLs. A comprehenslve, full llfe-cycle Lool Lo help drlve and manage Lhe
lmplemenLaLlon ls requlred. SA SoluLlon Manager wlll be used for Lhls purpose durlng Lhe
lmplemenLaLlon and evenLual hand-over Lo operaLlons.

Module uuraLlon: 2 hours

ueflne Lhe SA SoluLlon Manager and dlscuss Lhe beneflLs of uslng Lhe varlous Lools offered
ulscuss Lhe beneflLs of uslng SA SoluLlon Manager
ueflne Lhe ASA meLhodology and Lhe phases of Lhe lmplemenLaLlon 8oadmap
Lxplaln Lhe feaLures and beneflLs of uslng SA SoluLlon Manager for lmplemenLaLlon
uescrlbe Lhe role SA SoluLlon Manager plays ln Lhe day-Lo-day operaLlons and supporL of SA
soluLlons
Module Cb[ecLlves

SA SoluLlon Manager Cvervlew
AcceleraLedSA (ASA) MeLhodology
SA SoluLlon Manager as 1oolseL for lmplemenLaLlon
SA SoluLlon Manager as 1oolseL for CperaLlons and ConLlnuous lmprovemenL
Module ConLenL

ConsulLanLs
ro[ecL Managers
ro[ecL 1eam Leads
ro[ecL 1eam Members
l1 Servlce uesk Managers
l1 Servlce uesk Members
1argeL Audlence

2
About 1h|s 1op|c

lL ls lmporLanL Lo have a clear undersLandlng of SA SoluLlon Manager ln Lhe overall conLexL of an
SA soluLlon lmplemenLaLlon. 1hls Loplc helps deflne Lhe purpose and beneflLs of uslng SoluLlon
Manager.

8uslness Lxample


As your pro[ecL moves lnLo Lhe plannlng sLage, pro[ecL Leam members of need a hlgh-level
overvlew of Lhe SA SoluLlon Manager. Slnce Lhe pro[ecL wlll lnclude mulLlple soluLlons conslsLlng
of poLenLlally complex sysLem landscapes, lL ls lmperaLlve Lo provlde conslsLenL and perslsLenL
documenLaLlon of Lhe exlsLlng sysLems and Lhe planned sysLems. undersLandlng Lhe beneflLs of a
cenLral reposlLory ls essenLlal.

LsLlmaLed Llme Lo compleLe Lhls Loplc: 30 mlnuLes

Cb[ecLlve(s)
ueflne "SA SoluLlon Manager"
SLaLe Lhe general purpose of SA SoluLlon Manager
ldenLlfy Lhe mulLlple usage scenarlos of SA SoluLlon Manager
LlsL Lhe beneflLs of uslng SA SoluLlon Manager
3
So|ut|on Manager Def|n|t|on



1he SA SoluLlon Manager ls Lhe cenLral appllcaLlon managemenL plaLform LhaL cusLomers can run
ln Lhelr soluLlon landscape Lo help Lhem efflclenLly lmplemenL, operaLe, monlLor, and supporL Lhelr
SA soluLlons.

SA SoluLlon Manager ls Lhus used for boLh lmplemenLaLlon and CperaLlonal luncLlons.

1he SA SoluLlon Manager provldes Lools, conLenL, and a gaLeway Lo SA LhaL helps Lo:

CpLlmlze Lhe managemenL of your SA soluLlon

Lnsure rellablllLy of your SA soluLlon


Lnsure efflclenL operaLlons

Lase lmplemenLaLlon and upgrades

ConLlnuously adapL and lmprove your soluLlon
4
Customer's System Landscape

1he SA SoluLlon Manager ls a separaLe, compleLe Web AppllcaLlon Server lnsLallaLlon LhaL ls
connecLed Lo all sysLems ln your soluLlon landscape. 1hese varlous sysLems are called saLelllLe
sysLems.

ln Lhls way, SA SoluLlon Manager acLs as Lhe cenLral sysLem of your soluLlon landscape, allowlng
buslness processes Lo be lmplemenLed, LesLed, and even monlLored ln an lnLegraLed manner, Lhus
avoldlng dupllcaLlon of efforL and lnformaLlon and sLreamllnlng your acLlvlLles.


3
Increas|ng|y Comp|ex Systems

ln Lhe lasL few years, Lhe l1 world of SA cusLomers has grown much more complex. lnsLead of one
slngle SA 8/3 sysLem, Lhere are now exLenslve sysLem landscapes dlsLrlbuLed over Lhe enLlre
globe lnvolvlng dlfferenL soluLlons. 1hus, lL has become much more compllcaLed Lo manage all of
Lhe componenLs of Lhe varlous soluLlons.

1he managemenL process has also become more compllcaLed for SA lLself. lor example, over Lhe
lasL several years, SA has consolldaLed separaLe lnformaLlon sources and servlces lnLo Lhe SA
Servlce MarkeLplace (servlce.sap.com). 8y havlng a soluLlon managemenL sysLem aL every
cusLomer slLe, SA can offer a vlrLually seamless llnk from cusLomer sysLems Lo Lhe servlce
markeLplace, helplng Lo reduce Lhe Llme for supporL, noLes access, and so on.


9



8eneflLs of SA SoluLlon Manager: 1

11
8enef|ts of SA So|ut|on Manager

More rellable l1 soluLlons

Mlnlmlze rlsk durlng lmplemenLaLlon

Avold lnconslsLencles

8esolve lssues qulckly resulLlng ln less down Llme

More efflclenL lmplemenLaLlon and change managemenL pro[ecLs

8educed cosL of lmplemenLaLlon and conLlnuous lmprovemenL

8educe cosL of process deslgn Lechnlcal seLup, buslness seLup, supporL and operaLlons, LesLlng,
and knowledge Lransfer

CenLrallzed pro[ecL handllng blueprlnLlng, conflguraLlon, and LesLlng

8educes Lhe cosLs of upgrades or conLlnuous lmprovemenL pro[ecLs.


12
8enef|ts of So|ut|on Manager: 2

More 8eneflLs of SA SoluLlon Manager

lasLer reLurn on lnvesLmenL (8Cl)

AcceleraLes lmplemenLaLlon and conLlnuous lmprovemenL

AvallablllLy of lmplemenLaLlon road maps, besL-pracLlce documenLs, and SA soluLlon
managemenL servlces speed learnlng and acceleraLe pro[ecL

8educed cosL of operaLlon

rovldes cenLral polnL of conLrol for mulLl-componenL envlronmenLs.

laclllLaLes Lechnlcal and appllcaLlon lnLegraLlon.

More leverage from l1 lnvesLmenLs

lnLegraLes wlLh l1 landscapes LhaL lnclude boLh SA and non-SA appllcaLlons

8educe Lhelr LoLal cosL of ownershlp wlLhouL maklng ma[or changes



14
Summary

1hls Loplc provlded an overvlew of SA SoluLlon Manager. ?ou revlewed Lhe uses of SA SoluLlon
Manager, such as allowlng cusLomers Lo lnLegraLe Lhelr SA SoluLlons and manage oLher
componenLs, lncludlng Lhe SA Servlce uesk. ?ou also learned abouL Lhe many beneflLs of
lmplemenLlng SA SoluLlon Manager, such as fasLer 8Cl and reduced cosL of operaLlons.

llnally, you learned LhaL SA SoluLlon Manager ls a separaLe lnsLalled Web AppllcaLlon Server LhaL
offers a compleLe Lool seL Lo manage Lhe llfe cycle of cusLomer soluLlons.

13
About 1h|s 1op|c


1hls Loplc provldes you wlLh an undersLandlng of SA's sLandard lmplemenLaLlon meLhodology.

8uslness Lxample

ro[ecL progress managers need a proven and repeaLable meLhodology for plannlng and execuLlng
Lhe many acLlvlLles lnvolved. A Lhorough undersLandlng of Lhls meLhodology ls requlred.

LsLlmaLed Llme Lo compleLe Lhls Loplc: 30 mlnuLes

Cb[ecLlve(s)
SLaLe Lhe purpose of AcceleraLedSA (ASA)
LlsL Lhe avallable ASA roadmaps
LlsL Lhe flve phases of Lhe lmplemenLaLlon 8oadmap and ldenLlfy Lhe purpose of each
16
ASA Methodo|ogy Def|ned


1he AcceleraLedSA (ASA) meLhodology ls a proven, repeaLable, and successful approach Lo
lmplemenL SA soluLlons across mulLlple lndusLrles and cusLomer envlronmenLs. 1hls
meLhodology evolved from a Llme ln Lhe mld-1990s when SA reallzed LhaL cusLomers needed a
beLLer approach Lo SA 8/3 lmplemenLaLlons.

ASA was flrsL lnLroduced as a C-based Lool seL called valueSA, whlch evenLually lncluded Lhe
lmplemenLaLlon, Clobal, and upgrade roadmaps. 1he ASA meLhodology ls now fully lnLegraLed
lnLo SA SoluLlon Manager and AcceleraLedSA roadmaps provlde conLenL, Lools, and experLlse
from Lhousands of successful lmplemenLaLlons.

SA ls conLlnually lmprovlng Lhese roadmaps wlLh enrlched conLenL based on experlence galned ln
lmplemenLlng soluLlons.
17

18
Standard ASA koadmaps

ASA roadmaps ouLllne Lhe acLlvlLles lnvolved ln lmplemenLlng, upgradlng, or enhanclng SA
soluLlons. 1hese roadmaps are enrlched wlLh seL of dellverables, acceleraLors, role descrlpLlons,
and addlLlonal guldes. 1he flve sLandard roadmaps are llsLed below. 1o learn more abouL Lhe
funcLlons of each, move your polnLer over Lhe name of Lhe lLem you wanL Lo learn more abouL.

lmplemenLaLlon 8oadmap for SA SoluLlons provldes Lhe meLhodologlcal framework for Lhe
pro[ecL Leam Lo leverage ln Lhe lmplemenLaLlon of a SA soluLlon. lL covers, among oLher Lhlngs,
Lhe necessary pro[ecL managemenL, requlremenLs gaLherlng, deslgn, conflguraLlon of buslness
processes, Lechnlcal lmplemenLaLlon, LesL procedures, Lralnlng and organlzaLlon change
managemenL.
lmplemenLaLlon 8oadmap

1he SoluLlon ManagemenL 8oadmap provldes a meLhodology for Lhe lmplemenLaLlon of Lhe
Lechnlcal lnfrasLrucLure and lLs operaLlon. 1he SoluLlon ManagemenL 8oadmap complemenLs Lhe
lmplemenLaLlon 8oadmap.
SoluLlon ManagemenL 8oadmap

1he Clobal 1emplaLe 8oadmap descrlbes how Lo organlze and run a pro[ecL ln whlch a corporaLe
LemplaLe ls developed. 1he Clobal 1emplaLe 8oadmap ls geared Loward more complex
lmplemenLaLlon or harmonlzaLlon pro[ecLs, Lyplcally lnvolvlng more Lhan one klnd of SA soluLlon
and a varleLy of slLes, posslbly ln dlfferenL counLrles. 1he corporaLe LemplaLe ls rolled ouL Lo oLher
slLes ln a follow-up pro[ecL.
Clobal 1emplaLe 8oadmap

1he upgrade 8oadmap ls deslgned Lo help you carry ouL Lhe cusLomlzlng acLlvlLles requlred for an
upgrade. 1hese cusLomlzlng acLlvlLles are essenLlal lf you wanL Lo conLlnue Lo use Lhe same
funcLlons ln your buslness appllcaLlon componenLs afLer an upgrade.
upgrade 8oadmap




1he LnLerprlse orLal and Lxchange lnfrasLrucLure roadmaps are slmply varlaLlons of Lhe
lmplemenLaLlon 8oadmap.
CLher 8oadmaps
19

20

21

22
Summary

ln Lhls Loplc, you revlewed Lhe baslcs of Lhe ASA meLhodology. ?ou learned LhaL Lhe ASA
meLhodology ls fully lnLegraLed lnLo SA SoluLlon Manager, and AcceleraLed SA roadmaps
provlde conLenL, Lools, and experLlse from Lhousands of successful lmplemenLaLlons.

?ou also learned LhaL Lhere are several roadmaps avallable Lo Lhe cusLomer, Lhe mosL popular
belng Lhe lmplemenLaLlon 8oadmap. llnally, you learned LhaL Lhe lmplemenLaLlon 8oadmap has
flve phases: ro[ecL reparaLlon, 8uslness 8lueprlnL, 8eallzaLlon, llnal reparaLlon, and Co Llve &
SupporL.
23
About 1h|s 1op|c

1hls Loplc lnLroduces you Lo Lhe use of SA SoluLlon Manager as a Lool for lmplemenLaLlon of SA
soluLlons.

8uslness Lxample

ro[ecL progress managers are responslble for several areas of an lmplemenLaLlon pro[ecL, from
requlremenLs gaLherlng and deflnlLlon Lo conflguraLlon and LesLlng. CoordlnaLlon of Lhese
acLlvlLles demands one LoolseL. SA SoluLlon Manager supporLs you Lhrough each phase of your
pro[ecL, from plannlng Lo LesLlng and hand-over Lo operaLlons.

LsLlmaLed Llme Lo compleLe Lhls Loplc: 30 mlnuLes

Cb[ecLlve(s)
ldenLlfy pro[ecL managemenL feaLures of Lhe SA SoluLlon Manager
LlsL Lhe varlous elemenLs of Lhe lmplemenLaLlon 8oadmap
ldenLlfy Lhe feaLures of Lhe 8uslness 8lueprlnL LransacLlon ln an SA SoluLlon Manager sysLem
LlsL Lhe mosL commonly used componenLs wlLhln Lhe ConflguraLlon LransacLlon of Lhe SA
SoluLlon Manager
24
ro[ect Management |n SA So|ut|on Manager


1he ASA lmplemenLaLlon 8oadmap provldes a work breakdown sLrucLure LhaL can be used Lo
plan and Lrack Lhe underlylng acLlvlLles and Lasks of Lhe lmplemenLaLlon, however, lL ls noL meanL
Lo be characLerlzed as a pro[ecL managemenL Lool. ln facL, Lhere are llnks Lo MlcrosofL ro[ecL from
Lhe roadmap, allowlng a pro[ecL manager Lo download Lhe enLlre sLrucLure lnLo an MS ro[ecL
plan.

Lach phase of Lhe roadmap provldes a llsL of general pro[ecL managemenL acLlvlLles, such as
pro[ecL Leam sLaLus, scope managemenL, Lralnlng plan managemenL, and so on.
23

vldeo roadmap_pag23
26

vldeo roadmap_pag26
27
L|ements of the Imp|ementat|on koadmap

1he maln elemenLs of Lhe lmplemenLaLlon 8oadmap are:

8oadmap sLrucLure

vlewlng/LexL area

ALLachmenLs area

1he roadmap sLrucLure glves Lhe pro[ecL Leam a llsL of whaL Lo do and when Lo do lL. 1hls appears
on Lhe lefL-slde of Lhe screen dlsplayed. 1he roadmap sLrucLure can be fllLered by roles so LhaL
each Leam member can focus only on Lhose lLems requlrlng Lhelr aLLenLlon.

1he vlewlng/LexL area, on Lhe upper rlghL-slde of Lhe screen, dlsplays procedural guldes,
prerequlslLe lnformaLlon, and dellverables of Lhe hlghllghLed sLrucLure lLems on Lhe lefL-slde of Lhe
screen.

1he aLLachmenLs area on Lhe lower rlghL-slde of Lhe screen dlsplays varlous lLems, such as
acceleraLors, lssues, and supplemenLal documenLaLlon. ln Lhls area you can also carry-ouL varlous
Lasks, such as asslgnlng pro[ecL Leam members and Lracklng Lhe sLaLus of Lhe hlghllghLed lLem ln
Lhe roadmap sLrucLure.

28

vldeo roadmap_pag28
30
Ieatures of the 8us|ness 8|uepr|nt

1here are several feaLures of a 8uslness 8lueprlnL LransacLlon. We wlll focus on Lhe followlng
feaLures:

8lueprlnL sLrucLure

8uslness scenarlos

8uslness process groups

AssoclaLed lLems

8lueprlnL documenL


Lach feaLure has a dlrecL lmpacL on Lhe oLher. LeL's Lake a closer look aL Lhese feaLures and how
Lhey relaLe.
31
8us|ness 8|uepr|nt Ieatures

1he 8uslness 8lueprlnL sLrucLure ls dlsplayed on Lhe lefL slde of Lhe screen. 1hls sLrucLure ls
developed Lhrough Lhe buslness process workshops, all requlremenLs gaLhered are recorded and
assoclaLed wlLh a sLrucLure lLem. 1he conLenL used Lo esLabllsh Lhe sLrucLure ls found ln Lhe

CenLral reposlLory for componenLs of SA SoluLlon Manager soluLlons. 1hese componenLs can be:

SLrucLure elemenLs: organlzaLlonal unlLs, masLer daLa, processes and process sLeps

AsslgnmenLs Lo sLrucLure elemenLs such as LransacLlons or lMC acLlvlLles

8uslness rocess 8eposlLory (88).

1he buslness sLrucLure dlsplayed on Lhls screen ls based on a buslness scenarlo. 1he buslness
scenarlos are flrsL deflned, and Lhen supporLlng buslness process groups are chosen from Lhe 88
based on Lhose scenarlos.

1hese declslons are based upon Lhe acLlvlLles ouLllned ln Lhe 8uslness 8lueprlnL phase of Lhe
lmplemenLaLlon 8oadmap, where workshops are organlzed wlLh Lhe purpose of deflnlng Lhe
buslness process needs of Lhe pro[ecL.

Cn Lhe rlghL slde of Lhe screen, assoclaLed lLems are avallable Lo supporL Lhe llne lLems ln Lhe
sLrucLure on Lhe lefL. AddlLlonal feaLures such as pro[ecL documenLaLlon, LransacLlon asslgnmenLs,
and graphlcal flow of processes are also avallable.

Cnce Lhe blueprlnL sLrucLure ls flnallzed, Lhe blueprlnL documenL can be generaLed and becomes
Lhe "masLer plan" for Lhe reallzaLlon phase of Lhe pro[ecL.

32

vldeo bblueprlnL_pag32
33 racLlca pag 32
37
Components of the Conf|gurat|on 1ransact|on

1he purpose of Lhe ConflguraLlon LransacLlon ls Lo use Lhe 8uslness 8lueprlnL sLrucLure Lo
conflgure lMC ob[ecLs ln your developmenL sysLem. Pere ls a llsL of Lhe mosL commonly used
componenLs avallable ln Lhe ConflguraLlon LransacLlon:

ro[ecL documenLaLlon

1ransacLlon asslgnmenLs

ConflguraLlon of lMC ob[ecLs

uevelopmenL lLems
1esL cases

Craphlcs

1ralnlng maLerlals
33
Iunct|ons of Conf|gurat|on

uslng Lhe blueprlnL documenL generaLed ln Lhe 8uslness 8lueprlnL phase, Lhe pro[ecL Leam wlll go
lnLo Lhe ConflguraLlon LransacLlon ln Lhe SA SoluLlon Manager Lo cusLomlze Lhe aLLached
developmenL sysLem. CusLomlzaLlon ls Lhe conflguraLlon of Lhe

A Lool for conflgurlng Lhe SA sysLem Lo meeL cusLomer requlremenLs. 1he lmplemenLaLlon Culde
(lMC) explalns all Lhe sLeps ln Lhe lmplemenLaLlon process, Lells you Lhe SA sLandard (facLory)
CusLomlzlng seLLlngs, and descrlbes Lhe sysLem conflguraLlon acLlvlLles. 1he hlerarchlcal sLrucLure
of Lhe lMC ls based on Lhe appllcaLlon componenL hlerarchy and llsLs all Lhe documenLaLlon LhaL ls
relevanL Lo lmplemenLlng Lhe SA sysLem. 1he maln secLlon ls lMC CusLomlzlng acLlvlLles, where
Lhe relevanL sysLem seLLlngs are made. ?ou can also documenL pro[ecLs ln Lhe lMC such as:

1he SA 8eference lMC

1he LnLerprlse lMC

1he ro[ecL lMC

lmplemenLaLlon Culde (lMC) ob[ecLs ln Lhe LargeL sysLem. 1he blueprlnL sLrucLure ls repllcaLed ln
Lhe conflguraLlon screen. 1he assoclaLed lLems on Lhe rlghL slde of Lhe screen provlde a place for
documenLaLlon, admlnlsLraLlon, Lracklng, lMC ob[ecLs Lo be conflgured, LesL cases, and Leam
members asslgned.

36

vldeo Conf caracL_pag36
37 pracLlca
38
Conf|gurat|on 1est|ng Ieatures: 1

1esLlng ls one of mosL lmporLanL componenLs of ConflguraLlon. A cruclal parL of Lhe 8eallzaLlon
phase ls Lhe ablllLy Lo LesL Lhe funcLlonallLy of Lhe soluLlon as you bulld lL. lnLegraLed lnLo SoluLlon
Manager ls Lhe 1esL Workbench, whlch lncludes Lhe LesL organlzer, auLomaLed LesLlng Lools, and
lnLerfaces Lo Lhlrd-parLy LesLlng Lools.

1he flgure deplcLs Lhe lnLegraLlon of Lhe LesLlng Lools provlded by Lhe SA SoluLlon Manager.

39
Conf|gurat|on 1est|ng Ieatures: 2
1hls flgure shows Lhe componenLs of Lhe LesLlng workflow, from Lhe bulldlng of LesL plan Lo Lhe
execuLlon of Lhe LesL cases wlLhln Lhe plan Lo Lhe analysls of resulLs.

1he beneflLs of Lhe LesLlng feaLures lnclude:

8educed Llme for LesL preparaLlon and execuLlon

Slngle polnL of access Lo compleLe sysLem landscape

CenLral sLorage of LesLlng maLerlal and LesL resulLs

8e-use of exlsLlng LesLlng maLerlal

40
vldeo conf caracL_pag40
41 racLlca
42
Summary

1hls Loplc focused on Lhe varlous Lool seLs avallable ln SA SoluLlon Manager. ?ou revlewed Lhe
ma[or pro[ecL managemenL feaLures such as llnks Lo MlcrosofL ro[ecL and a work breakdown
sLrucLure. ?ou also learned abouL feaLures of Lhe lmplemenLaLlon 8oadmap, such as Lhe roadmap
sLrucLure and Lhe acceleraLors area. llnally, you revlewed Lhe ma[or feaLures of boLh Lhe 8lueprlnL
and ConflguraLlon LransacLlons.
43
About 1h|s 1op|c

1he operaLlons secLlon of Lhe SA SoluLlon Manager ls Lhe polnL of access Lo SA supporL servlces,
lncludlng remoLe servlces, on-slLe servlces, self-servlces, and besL pracLlces documenLs. 8ased on
your soluLlon conflguraLlon, recommendaLlons for Lhese servlces are Lrlggered dynamlcally. 1he
SA SoluLlon Manager ls Lhe dellvery plaLform for servlces dellvered as parL of your malnLenance
agreemenL wlLh SA.

1hls Loplc wlll lnLroduce you Lo Lhe funcLlons avallable Lhrough SoluLlon Manager LhaL can help
manage, supporL, and opLlmlze Lhe producLlve envlronmenL. leaLures such as soluLlon monlLorlng,
Servlce uesk, and

ComponenL of SA SoluLlon Manager used Lo manage SA SoluLlon Manager pro[ecLs
(malnLenance, lmplemenLaLlon, LemplaLe, and upgrade) from Lop Lo boLLom: sLarLlng wlLh change
managemenL and pro[ecL plannlng, Lhrough resource managemenL and cosL conLrol, Lo physlcal
LransporLs of changes from Lhe developmenL envlronmenL lnLo Lhe producLlve envlronmenL.
Change 8equesL ManagemenL are deflned.

8us|ness Lxamp|e


ro[ecL progress has successfully reached Lhe Co Llve sLage of Lhe lmplemenLaLlon, and hand-over
Lo Lhe operaLlons sLaff ls forLhcomlng. l1 managers requlre a slngle, comprehenslve Lool Lo help
Lhem effecLlvely lmplemenL and manage soluLlons wlLhln mulLlple sysLem landscapes.

LsLlmaLed Llme Lo compleLe Lhls Loplc: 30 mlnuLes

Cb[ect|ve(s)
uescrlbe Lhe concepL of SoluLlon MonlLorlng uslng Lhe SA SoluLlon Manager
Lxplaln Lhe capablllLy of Lhe servlce desk feaLures ln SA SoluLlon Manager
uescrlbe some advanced feaLures of Lhe SA SoluLlon Manager
44
SA So|ut|on Manager Dur|ng roduct|ve Cperat|ons

CusLomer's "cenLral sysLem"

CusLomer's Pelp uesk
CusLomer's llnk Lo SA Servlces and SupporL
Cnce we have a llve producLlon sysLem, SoluLlon Manager Lakes on Lhe role of a cenLral sysLem
LhaL lnLegraLes Lools such as sysLem monlLorlng, buslness process monlLorlng and Lhe help desk.

SoluLlon Manager ls a powerful Lool because lL ls your gaLeway Lo SA SupporL. 8ased on your
soluLlon conflguraLlon, SoluLlon Manager auLomaLlcally Lrlggers recommendaLlons for servlces
such as remoLe consulLlng, self-servlces, and besL pracLlce documenLs.

We'll examlne Lhese feaLures ln more deLall."
43
So|ut|on Mon|tor|ng

1he conLlnually lncreaslng number of l1 soluLlons and componenLs ls a growlng challenge for Lhe
admlnlsLraLlon Leam ln a compuLer cenLer. 1he number of componenLs has lncreased from whaL
was requlred wlLh SA 8/3 (lncludlng SA lnsLances, daLabase, hardware, and operaLlng sysLem) Lo
lnclude an ever-growlng range of Lechnologles. As a resulL of Lhls developmenL, compuLer cenLer
managers demand a monlLorlng meLhod LhaL ls cenLrallzed (wlLh all lnformaLlon ln one Lool), yeL
can be exLended Lo cover new componenLs.

lnsLead of classlc sysLem monlLorlng of lndlvldual sysLem componenLs, we now Lalk abouL SoluLlon
MonlLorlng, where enLlre buslness processes can be monlLored as a whole across mulLlple
componenLs. 1hls concepL ls reallzed Lhrough Lhe followlng Lhree monlLorlng secLlons wlLhln Lhe
SA SoluLlon Manager:
1.8eal-Llme monlLorlng wlLh a focus on Lhe graphlcal dlsplay of buslness processes based on Lhe
CompuLlng CenLer ManagemenL SysLem (CCMS)
8uslness rocess MonlLorlng

2.AdmlnlsLraLlon and real-Llme monlLorlng based on Lhe CompuLlng CenLer ManagemenL SysLem
(CCMS)
SysLem MonlLorlng: CenLral SysLem

3.ConLlnuous monlLorlng based on SA LarlyWaLch AlerL
Servlce Level ManagemenL

46
Mon|tor|ng kecommendat|ons
use Servlce Level ManagemenL ln Lhe SA SoluLlon Manager Lo lay Lhe foundaLlon for seLLlng up
Lhe correcL procedures for monlLorlng of your SA soluLlon. 1he recommended Lechnlque ls Lo
deflne an expllclL monlLorlng concepL for cenLral sysLem monlLorlng uslng Lhe CompuLlng CenLer
ManagemenL SysLem (CCMS) ln con[uncLlon wlLh Lhe SA SoluLlon Manager. 1hls form of sysLem
monlLorlng, LhaL sLarLs wlLh monlLorlng all buslness-process-relevanL sysLem componenLs, ls
known as Lhe lnslde-ouL approach. 1he complemenLary ouLslde-ln approach lnvolves uslng Lools
from Lhlrd-parLy manufacLurers. 1o achleve comprehenslve monlLorlng, SA recommends uslng
boLh approaches slmulLaneously.
47

48

49

30
Servlce uesk leaLures

now LhaL we have Lalked abouL some of Lhe feaLures of soluLlon monlLorlng, we wlll look aL
anoLher componenL of Lhe SA SoluLlon Manager: Servlce uesk. 1he servlce desk offers a compleLe
lnfrasLrucLure for organlzlng and operaLlng a soluLlon-wlde supporL organlzaLlon aL your slLe.

leaLures lnclude:



Lnd users can creaLe messages LhaL auLomaLlcally collecL sysLem and conLexL daLa. An lnLerface for
Lhlrd-parLy messaglng Lools ls also lncluded.
Message handllng process




Allows cusLomer Lo bulld a hlsLory daLabase for fuLure LroubleshooLlng
CusLomer soluLlon daLabase




lnLegraLed noLes search from Lhe SA Servlce MarkeLplace, as well as Lhe ablllLy Lo lmplemenL Lhe
noLes vla Lhe SA noLe AsslsLanL
Managlng SA noLes




rovldes all funcLlonallLy Lo cenLrally analyze and monlLor a compleLe SA soluLlon
SoluLlon Manager dlagnosLlcs

31
Serv|ce Desk Scenar|os

32

33

vldeo servlce desk_pag33
34 pracLlca
33
Change kequest Management

AfLer revlewlng Lhe feaLures of Lhe Servlce uesk, leL's examlne some of Lhe more advanced
feaLures of SA SoluLlon Manager. 1wo commonly used advanced feaLures are Change 8equesL
ManagemenL and SoluLlon Manager ulagnosLlcs.

Change 8equesL ManagemenL, as parL of Lhe SA SoluLlon Manager, lnLegraLes servlce desk
funcLlonallLy for managlng change requesLs. 1he processes supporLed by Change 8equesL
ManagemenL lnclude urgenL correcLlons for lmplemenLlng fasL and dlrecL changes ln Lhe
producLlve envlronmenL, and malnLenance cycle acLlvlLles such as regular releases and
lmplemenLaLlon, upgrade, or LemplaLe pro[ecLs.
36

37
Lnd-to-Lnd koot Cause Ana|ys|s and So|ut|on Mon|tor|ng w|th SA So|ut|on Manager


38
So|ut|on Manager D|agnost|cs

A key requlremenL for efflclenL and safe supporL of l1 soluLlons ls Lhe ablllLy Lo perform rooL cause
analysls wlLh speed and efflclency. SoluLlon Manager dlagnosLlcs provldes all funcLlonallLy Lo
cenLrally analyze and monlLor a compleLe SA soluLlon. lL also reduces Lhe Llme needed Lo Lraln a
supporL consulLanL ln rooL cause analysls.

39

60
Summary

1hls Loplc revlewed Lhe SoluLlon Manager funcLlons LhaL help manage, supporL, and opLlmlze Lhe
producLlve envlronmenL. 1he feaLures lncluded soluLlon monlLorlng and Lhe servlce desk. ?ou also
learned abouL advanced feaLures of soluLlon manager such as Change 8equesL ManagemenL and
SoluLlon Manager ulagnosLlcs.
61
Modu|e Summary

1hls producL provlded an overvlew of SA SoluLlon Manager. ?ou revlewed Lhe uses of SA
SoluLlon Manager, such as allowlng cusLomers Lo lnLegraLe Lhelr SA SoluLlons and manage oLher
componenLs, lncludlng Lhe SA Servlce uesk. ?ou also learned LhaL Lhe ASA meLhodology ls fully
lnLegraLed lnLo SA SoluLlon Manager, and AcceleraLed SA roadmaps provlde conLenL, Lools, and
experLlse from Lhousands of successful lmplemenLaLlons.

?ou learned abouL Lhe ma[or feaLures of boLh Lhe 8lueprlnL and ConflguraLlon LransacLlons and
how you can use Lhese feaLures Lo develop your own cusLomlzed sLrucLure. llnally, you revlewed
Lhe feaLures lncluded ln soluLlon monlLorlng and Lhe servlce desk and how Lhese feaLures help
manage, supporL, and opLlmlze Lhe producLlve envlronmenL.