SAP Solution Manager

Service Desk
ALM Solution Management
SAP AG
SAP 2008 / Page 2
Disclaimer
This presentation is a preliminary version and not subject to your license
agreement or any other agreement with SAP. It contains only planned
strategies, developments, and functions of the SAP product and services
and does not bind SAP to any particular course of business, product
strategy, and/or development. It is subject to change and may be changed
by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document.
Service Desk
The Central Capability of Incident Management
SAP 2008 / Page 3
Connectivity to SAP
managed systems
Projects
SAP CRM 7.0
1:n SAP Solution
Manager Service
Desk
3rd party Help
Desk
ERP, SCM,
SAP Global
Support
Backbone
&
Partner
Ecosystem
Service Desk
Interface
BP Montoring
Alerts
Change
Management
Test
Management
Root Cause
Analysis
Interoperability
with internal
SAP Solution
Manager capabilities
SAP Solution
Manager
Service Desk
SAP
Collaboration
Project Issues
Create & track issues in configuration
Use centalized Service Desk project organization to resolve
issues
Use reporting to track issues and make the project issues
tranparent
Allocate issues to the process in early phases, in case they
come up again in the operation phase.
Create & track issues in design
Create an issue message related to the
business scenario/process or process step
in the Blueprint
Create issues and assign them to the
tasks of the project members responsible
Aggregate issues to a high-level TOP issue
and involve SAP experts to resolve them.
Make Business Blueprint and Configuration issues
transparent
Build Test Deploy Operate
System
Administrator
Business
Process Expert
SAP Support@
customer Key User
Business
Process Expert Key User
SAP Support &
Partner Eco System
Testing
Log & track test errors
Service Desk messages are logged during
testing in SAP Solution Manager Test
Management
Test error resolution has a common
process, tracking and reporting.
Use Service Desk for central test error resolution
Build Test Deploy Operate
System
Administrator
Business
Process Expert
SAP Support@
customer Key User
Business
Process Expert Key User
SAP Support &
Partner Eco System
Error while testing
Create a Service Desk message with
context of test case
Determine route to test case owner
Set status of test to error
Test case successfully finished
Testing
Integration Testing
Resolve error and return to tester
Retest the test case and confirm Service
Desk message
Follow-Up Activity to Deploy Changes
Create follow-up activity to deploy changes to
resolve an incident
Service Desk message triggers a Change Request.
It might be necessary to implement an SAP note or correct coding,
to solve an incident or problem. The change is deployed via Change
Request Management. The deployment status can be tracked in the
Service Desk message.
Track back to the initial cause or requestor of a deployed software
change
The Service Desk can be the input channel for business to request
a change, in all SAP Netweaver applications.
Service Desk as change deployer
Build Test Deploy Operate
System
Administrator
Business
Process Expert
SAP Support@
customer Key User
Business
Process Expert Key User
SAP Support &
Partner Eco System
Create a Change Document
Support employee creates follow-up
Change Request from incident
Implement SAP Note
Change Request confirmed by
Change Manager
Incident
Solve incident with SAP note
Test changes
Deploy in productive system
Feedback to support employee/
requester
Incident Management
Business Process Monitoring alerts
Business Process Monitoring should focus on
business-critical processes. In case of problems the
SAP Solution Manager generates alerts to warn, or
to escalate to further processes.
Alerts can automatically create Service Desk
messages, which are routed to escalation
managers to resolve the cause of the alert as soon
as possible.
Application Incident Management
with SAP Service & Support
SAP users can create incident messages in an
SAP application, or via the web, in the Incident
Management work center.
Service Desk helps you search for known similar
incidents, to solve it.
Collaboration with SAP Service & Support or
Partner ecosystem is a central function.
The root cause analysis infrastructure can be set
up and communicated.
Application Incident Management guarantees quick incident
resolution, increases the availability of the IT solution, and
minimizes negative business impacts
Build Test Deploy Operate
System
Administrator
Business
Process Expert
SAP Support@
customer Key User
Business
Process Expert Key User
SAP Support &
Partner Eco System
Service Desk
SAP Collaboration
Support message interaction with SAP
Service & Support
Integrated SAP Notes search
Remote connection activities (open system,
secure area, SAP change log)
Feedback questionnaire (Positive Call
Closure)
SAP component-specific questions
SAP experts
@ customer
3rd party Help Desk Interface in SAP Solution
Manager
SAP Solution Manager offers a bi-directional interface to exchange messages between Service Desk
and third party help desk tools or another SAP Solution Manager.
SAP Solution Manager Service Desk can be integrated into existing help desk applications.
The interface is open, there is no preferred partner tool, although the partner tool must have the
corresponding interface.
It is based upon web services (simple, flexible and platform-independent), and 3rd party implementation
can be certified by SAP.
Forwarding a message into another help desk creates a corresponding message there.
SAP 2008 / Page 9
SAP CRM IT Service Management
An integrated solution with SAP Solution Manager
Incident
Management
Billing and
Cost
Allocation
Problem
Management
Change
Management
Knowledge
Management
Resource
Management
Service Level
Manage-
ment
IBase and
Object
Manage-
ment
Application Incident Management
CRM Release 7.0 provides a
standard interface to SAP
Solution Manager, for Incident
Management.
Incident messages can be
transferred from CRM to the
SAP Solution Manager for
further processing, e.g. by
Global SAP Support.
SAP 2008 / Page 10
Message Creation Variants
Support message
in SAP system*
Web Frontend
(work center) Call/Mail/Fax*
SMSY system
data
System
data (online)
+ context
SMSY system
data
* Message tracking is always
possible for user via Web
Frontend work center
SAP 2008 / Page 11
SAP Solution Manager Service Desk
Standard Process
Business User
Solution
Support
SAP Service
Marketplace
Customer SAP
SAP Application
SAP
Solution
Manager
Diagnostics
SAP
Notes
Database
Customer
Solution
Database
SAP Support
Search for
Solution
Incident is
recorded
Forward
Problem
Solution
Root Cause
SAP 2008 / Page 12
Root Cause
Solution
Root Cause
Incident Process with Software Partner
Involvement
Customer
SAP Solution
Manager
or SAP Support Portal
Service Desk
Partner
SAP Global Support Backbone
Process
Customer creates incident (via SAP Support Portal or own SAP Solution Manager) and sends
it to SAP
Incident is processed at SAP (optional step)
Partner receives incident with SAP Solution Manager and works on solution
Partner solves incidents (and interacts directly with customer)
SAP 2008 / Page 13
SAP provides an enhanced partner version of SAP Solution Manager
Enterprise Edition
Incident
Solved
Incident
Incident
Solved
Incident
New User Interface as of Release 7.0
Incident Management Work Center (1)
SAP 2008 / Page 14
New User Interface as of Release 7.0
Incident Management Work Center (2)
SAP 2008 / Page 15
SAP-Supported Frontend Clients
Work Center
Work center in Web Browser
(URL)
Work center in SAP GUI
(transaction: solman_workcenter)
SAP Business Client
SAP GUI
Business server page (URL) -
Create notification for key user
Create message in order of key
user (transaction: notif_create)
Edit messages (transaction:
crmd_order)
Monitor messages (transaction:
crm_srv_report)
SAP 2008 / Page 16
Incident Management Work Center
Work Center Capabilities
View and filter incidents
Notes search
Define user queries
Personalization (hide/default fields)
Service level reporting
Link to other work centers
Role-specific link bar
Central Tasks for Support Organization
Create incidents in name of reporter
Answer SAP component-specific questions
Process incident
Forward to SAP Support
Open service connection
Perform Positive Call Closure
Forward to external Help Desk tool
Create related Change Request*
Create Customer Solution Database entry*
Reporting*
Central Tasks for End/Key User
Create incidents
Overview work center (own incidents)
Reported by team
Search SAP Notes
Reply (e.g with attachment)
Confirm incidents
SAP 2008 / Page 17
*in Expert View (SAPGui)
Standard actions in Service Desk
Find support team responsible
Call Solution Manager Diagnostics
Check answers to appl-spec. questions
Send Message to SAP
Open System for SAP
Maintain SAP Logon Data
Display SAP Action Log
Confirm Message to SAP
Provide PCC (Positive Call Closure) for SAP
Create Change Document
E-Mail to Message Creator
Print Message
Create Solution in Solution Database
Send to External Service Desk
Synchronize with Ext. Service Desk
Customer Self-Check
Collaboration with
SAP Support
Customer Support
follow-up activities
3rd party integration
SAP 2008 / Page 18
The SAPGui Service Desk User Interface
GUI version of Service Desk messages will still be
available in SAP Solution Manager 7.0
SAP 2008 / Page 19
Business Partner and User Generation
System ID: POD 100
User: HSCHMITT
hschmitt@infoland.de
Log-in User
BP number: 4812
Name: H. Schmitt
hschmitt@infoland.de
Ident: POD_100_....
User: HSCHMITT
Managed system - User
User: HSCHMITT
Initial Password
Business Partner
SAP 2008 / Page 20
Business Partner Functions in Application
Incident Management
Sold-to-party
System owner
Determination of system (Ibase) assignment
Reported by
End user or key user who reported or created the
support message
E-Mail notification can be triggered manually, or
automatically if status changes
Support Team
Queue which envolves multiple support processors
with similar topic (logistic, finance, etc.) or support
level (1st, 2nd, 3rd level)
Team assignment is maintained with Organization
Management
Determination by SAP component or other attributes
Message Processor
Current processor claims the message by entering
his BP number
Manual forwarding to other message processor
Further BP functions can be assigned
to a message
Every BP assigned to the message
has the message in his inbox
Authorizations are in SAP Solution
Manager roles, not in BP
BP configuration is flexible
(Determination, Search, Terms, etc.)
SAP 2008 / Page 21
Application Incident Management - Extension
Customers Using SAP Software
SAP 2008 / Page 23
SAP Solution Manager
Service Desk
Service Desk
Best Practice configurations
Master
Data
Preconfigured Service Desk in SAP
Solution Manager fulfills basic
requirements of Application Incident
Management for SAP-related issues. It
enables key user-SAP collaboration
Customer data (systems, user,
authorizations, teams, etc.) must be
maintained to start using the Service
Desk
Configurations and enhancements to
the Incident Management process can
be activated by customizing, according
to the needs of the customer (SLA
calculation, Mail notifications, add.
status, etc..
Partner Incident - Extension
SAP Partners in the End to End Support Process
SAP 2008 / Page 24
SAP Solution Manager
Service Desk
Software
Partner
Scenario
Service Desk
Best Practice configurations
Master
Data
Software Partner can use the Service
Desk to set up E2E support with SAP
customers. SAP messages can be
received by activating the
preconfigured software partner
scenario.
Service
Provider
(VAR)
Service Provider can activate
configurations to enable the Service
Desk in a CustomerService Provider
SAP collaboration.
Individual Service Desk configurations
can be used on top.
Application Incident Management - Extension
Customer Using SAP & Non-SAP
SAP 2008 / Page 25
SAP Solution Manager
Service Desk
Service Desk
Best Practice configurations
SAP Consulting
Solution
Master
Data
Service Desk XT- extended license
Customers who want to use Standard
Service Desk in SAP Solution Manager
to perform Application Incident
Management for non-SAP related
applications, need to extend their
software license. The functionality
available is the same as in the
standard Service Desk.
SAP CRM 7.0
IT Service Management
SAP consulting offers a fixed consulting
package to enhance the Service Desk
with Best Practice scenarios to adapt
Service Desk to an ITIL-conform
Incident Management process.
SAP recommends that customers who
want to set up a full IT Service
Management application for their
business, using SAP CRM 7.0, transfer
their own SAP IT-related issues to the
SAP Solution Manager Service Desk.
Service
Provider
(VAR)
Incident Management - Extension
SAP Customers with Existing Help Desk Tool
SAP 2008 / Page 26
3rd party Help Desk Tool
SAP Solution Manager
Service Desk
Software
Partner
Scenario
Service Desk
Best Practice configurations
Master
Data
SAP customers with a help desk tool in
place, can use the standard web
service interface to transfer and
synchronize incidents with SAP
Solution Manager Service Desk.
Service Desk can be the source or the
target help desk application.
The interface can be used with all
other use case scenarios.
Best Practices in Service Desk (1)
E-Mail Notification
Sends an E-Mail to end user or team queue. Triggered by a status change. Can be customized on top
of the standard Service Desk. It is neccessary to configure the SAP connect settings for the SAP
Solution Manager.
Customer-specific data fields on additional tab
Customers can create further fields that may be necessary to store in SAP database, on an additional
tab.
Multiple profiles (transaction types) for Service Desk process
It is possible to customize different Service Desk profiles: This is useful if the Service Desk is used in
more than one use case, for example project and support incidents
Individual actions to be performed automatically or manually (e.g. e-mail notification)
Certain actions can trigger tasks, such as mails, workflows or a function (development of methods).
Such actions can be started manually or automatically via conditions.
Activation of Service Level Agreements (reaction time, processing time)
It is possible to activate service level-based Incident Management. This functionality calculates reaction
and processing times based on working hours.
SAP 2008 / Page 27
Best Practice Configurations in Service Desk
(2)
Selecting text types to be forwarded to SAP Support
The processor can select from the text types used in the message, which texts to transfer to SAP, with
an additional action Get Info for SAP.
Integration of SAP Workflow to realize complex process flows
The standard SAP WORKFLOW can be integrated, so the customer could set up a specific and a more
restricted workflow process. This is recommended if functionality of actions is not sufficient.
Auto Determination
It is possible to route new messages automatically to specific org. teams, by maintaining several
orgnizational levels.
Activation of substitute message processor in case of absence.
In case of absence, the message processor can specify a substitute for a time period. The substitute
will then receive all messages of the colleague
Customer own Solution Database
It is possible to activate a customer solution database. It can be used to store known symptoms and
their solutions. Using a Solution Database can increase the resolution quota of 1st level suppport.
SAP 2008 / Page 28
Automatic Notification
Service Desk configuration enables
automatic notification at status changes
Configurable notifications can be sent automatically
when status is changed in a support message
Possible communication channels
E-Mail
SMS
Pager
Fax
Configured via SAP Connect
SAP 2008 / Page 29
Create Solution in Customer Solution
Database
Take over texts
SAP 2008 / Page 30
Processor Substitution Settings
Business Partner relationships: replaces, is replaced by
Defined for a specific time period
Sends information to user if a business partner who is currently replaced is entered
as message processor
Substitute sees messages of business partner who he is replacing, in the work
center overview
SAP 2008 / Page 32
Service Desk Best Reading Path
10 steps to become an expert
E2E Operation Standard
Incident Management -
Process overview &
offline Demo
Application Incident
Management
Capabilities
ALM Overview
(Level1&2)
SAP Help Portal
Incident Management
online Documentation
2
3
4
5
6
http://service.sap.com
/solutionmanager
7
1
Self Learning Maps
- Solution Manager - Operations-
Service Desk
Best Practices
Galileo Press release
8
9
10
SAP Solution Manager
Training cuuriculum
SAP Notes on
component SV-SMG-SUP
Developer Network
Forum
-SAP Solution
Manager -
SAP 2008 / Page 35
Integration with SAP Global Support
End users can create messages in any SAP system or
from a browser
All SAP system data and context is collected
automatically
Best Practice Application Incident Management
processes
Third-Party integration
Rapid implementation for standard functions
Integration in ALM core processes
Resulting in decreased incident resolution time and reduced downtime
through root cause anlysis tools and known issue transparency
Service Desk in SAP Solution Manager
Summary
Service Desk
Is a central function in SAP Solution Manager, to receive messages from many
different sources. It gives the processor of messages a central and common process
to analyse the problem, search for resolution, communicate with the reporter, or
further processors, and to track the history of an incident or problem.
Service Desk is used in different ALM phases with different use case approach
2 3
Build Test
1
DEMO 4
Deploy Operate
System
Administrator
SAP Support@
customer
Key User
Business
Process Expert Key User
SAP 2008 / Page 37
Service Desk in Operate Phase
Demo Scenario
SAP Support
End User / Key User Customer Support Processors
1st level 2nd level
Open message
PerformRCA
Clarification
to customer
Reply
Add attachment
Forward 2nd
level
Search SAP Notes
Send to SAP
Open System for
SAP Support
Remote
connection
Attach SAP Note
Reply to
customer
Check SAP log
Confirm SAP message
Give feedback
Reply to customer
Implement SAP Note
(Change Request)
Take over solution in
Solution Database
Confirm
solution
Offline demo to download in http://service.sap.com/rkt-solman
Appendix
SAP Solution Manager 7.0 - Service Desk Functionality
SAP 2007 / Page 39
German edition ISBN 978-3-89842-986-3
English edition ISBN 978-1-59229-214-1
Discover the Service Desk inside SAP
Solution Manager 7.0
Introduction of the Service Desk, the concept
and function provided.
Detailed description of 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.
Reporting with SAP Solution Manager BI
CRM Service order header
0CRM_SRV_PROCESS_H
PROCESS_CATEGORY Category
PROCESS_CODE Code
PROCESS_CODEGR Code group
PERSON_RESP Processor responsible
POSTING_DATE Date of transaction
.. .
CRM Service order item
0CRM_SRV_PROCESS_I
SOLD_TO_PARTY Sold-to party
SRV_ESCAL Reaction time
SRV_SERWI Availability time
PRODUCT_ID Product ID
.. .
SAP Solution Manager-internal BI
can be used for Incident
Management KPIs
CRM Service Standard Extractors
are available to set up BI
reporting
SAP 2008 / Page 41
SAP 2008 / Page 42
Further information
Useful notes:
(https://service.sap.com/sap/support/notes)
Work Center Configuration -1160651
Service Desk configuration troubleshooting -1050148
SAP Solution Manager: SAP Service Desk notes -
949292
Documentation: SAP Solution Manager - 1088980
Send E-Mail from Message after Status Change -691303
Useful info:
SAP component for Service Desk: SV-SMG-SUP
Test messages to SAP use component: SV-SMG-SUP-
TST
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This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended
strategies, developments, and functionalities of the SAP

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strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
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SAP 2008 / Page 43