About

 This  Module  
 
Introduction  to  SAP  Solution  Manager  
 
This  module  defines  the  SAP  Solution  Manager  and  outlines  the  benefits  of  using  Solution  
Manager  and  the  ASAP  methodology  tools  provided  to  aid  in  the  implementation,  operation,  and  
continuous  improvement  of  SAP  solutions.    
 
Business  Example    
 
XYZ  Corp.  is  about  to  begin  a  large-­‐scale  business  process  transformation  project  and  has  chosen  
SAP  software  as  the  centerpiece.  This  project  has  been  named  "Project  Progress"  and  will  consist  
of  multiple  SAP  components.  A  comprehensive,  full  life-­‐cycle  tool  to  help  drive  and  manage  the  
implementation  is  required.  SAP  Solution  Manager  will  be  used  for  this  purpose  during  the  
implementation  and  eventual  hand-­‐over  to  operations.    
 
Module  Duration:  2  hours    
 
Define  the  SAP  Solution  Manager  and  discuss  the  benefits  of  using  the  various  tools  offered  
Discuss  the  benefits  of  using  SAP  Solution  Manager  
Define  the  ASAP  methodology  and  the  phases  of  the  Implementation  Roadmap  
Explain  the  features  and  benefits  of  using  SAP  Solution  Manager  for  implementation  
Describe  the  role  SAP  Solution  Manager  plays  in  the  day-­‐to-­‐day  operations  and  support  of  SAP  
solutions  
Module  Objectives  
 
SAP  Solution  Manager  Overview  
AcceleratedSAP  (ASAP)  Methodology  
SAP  Solution  Manager  as  Toolset  for  Implementation  
SAP  Solution  Manager  as  Toolset  for  Operations  and  Continuous  Improvement  
Module  Content  
 
Consultants  
Project  Managers  
Project  Team  Leads  
Project  Team  Members  
IT  Service  Desk  Managers  
IT  Service  Desk  Members  
Target  Audience  
 
2  
About  This  Topic  
 
It  is  important  to  have  a  clear  understanding  of  SAP  Solution  Manager  in  the  overall  context  of  an  
SAP  solution  implementation.  This  topic  helps  define  the  purpose  and  benefits  of  using  Solution  
Manager.    
 
Business  Example    
  
 
As  your  project  moves  into  the  planning  stage,  project  team  members  of  need  a  high-­‐level  
overview  of  the  SAP  Solution  Manager.  Since  the  project  will  include  multiple  solutions  consisting  
of  potentially  complex  system  landscapes,  it  is  imperative  to  provide  consistent  and  persistent  
documentation  of  the  existing  systems  and  the  planned  systems.  Understanding  the  benefits  of  a  
central  repository  is  essential.    
 
Estimated  time  to  complete  this  topic:  30  minutes  
 
Objective(s)  
Define  "SAP  Solution  Manager"  
State  the  general  purpose  of  SAP  Solution  Manager    
Identify  the  multiple  usage  scenarios  of  SAP  Solution  Manager  
List  the  benefits  of  using  SAP  Solution  Manager  
3  
Solution  Manager  Definition  
 

 
 
The  SAP  Solution  Manager  is  the  central  application  management  platform  that  customers  can  run  
in  their  solution  landscape  to  help  them  efficiently  implement,  operate,  monitor,  and  support  their  
SAP  solutions.    
 
SAP  Solution  Manager  is  thus  used  for  both  Implementation  and  Operational  Functions.  
 
The  SAP  Solution  Manager  provides  tools,  content,  and  a  gateway  to  SAP  that  helps  to:  
 
Optimize  the  management  of  your  SAP  solution  
 
Ensure  reliability  of  your  SAP  solution  
 
 
Ensure  efficient  operations  
 
Ease  implementation  and  upgrades  
 
Continuously  adapt  and  improve  your  solution  
4  
Customer's  System  Landscape  
 
The  SAP  Solution  Manager  is  a  separate,  complete  Web  Application  Server  installation  that  is  
connected  to  all  systems  in  your  solution  landscape.  These  various  systems  are  called  satellite  
systems.    
 
In  this  way,  SAP  Solution  Manager  acts  as  the  central  system  of  your  solution  landscape,  allowing  
business  processes  to  be  implemented,  tested,  and  even  monitored  in  an  integrated  manner,  thus  
avoiding  duplication  of  effort  and  information  and  streamlining  your  activities.  

 
  
5  
Increasingly  Complex  Systems  
 
In  the  last  few  years,  the  IT  world  of  SAP  customers  has  grown  much  more  complex.  Instead  of  one  
single  SAP  R/3  system,  there  are  now  extensive  system  landscapes  distributed  over  the  entire  
globe  involving  different  solutions.  Thus,  it  has  become  much  more  complicated  to  manage  all  of  
the  components  of  the  various  solutions.    
 
The  management  process  has  also  become  more  complicated  for  SAP  itself.  For  example,  over  the  
last  several  years,  SAP  has  consolidated  separate  information  sources  and  services  into  the  SAP  
Service  Marketplace  (service.sap.com).  By  having  a  solution  management  system  at  every  
customer  site,  SAP  can  offer  a  virtually  seamless  link  from  customer  systems  to  the  service  
marketplace,  helping  to  reduce  the  time  for  support,  notes  access,  and  so  on.  

 
  
9  

 
 
Benefits  of  SAP  Solution  Manager:  1  
  
11  
Benefits  of  SAP  Solution  Manager  
 
More  reliable  IT  solutions  
 
Minimize  risk  during  implementation  
 
Avoid  inconsistencies  
 
Resolve  issues  quickly  resulting  in  less  down  time  
 
More  efficient  implementation  and  change  management  projects  
 
Reduced  cost  of  implementation  and  continuous  improvement  
 
Reduce  cost  of  process  design  technical  setup,  business  setup,  support  and  operations,  testing,  
and  knowledge  transfer  
 
Centralized  project  handling  blueprinting,  configuration,  and  testing    
 
Reduces  the  costs  of  upgrades  or  continuous  improvement  projects.    
 

 
12  
Benefits  of  Solution  Manager:  2  
 
More  Benefits  of  SAP  Solution  Manager  
 
Faster  return  on  investment  (ROI)  
 
Accelerates  implementation  and  continuous  improvement  
 
Availability  of  implementation  road  maps,  best-­‐practice  documents,  and  SAP  solution  
management  services  speed  learning  and  accelerate  project    
 
Reduced  cost  of  operation  
 
 Provides  central  point  of  control  for  multi-­‐component  environments.    
 
Facilitates  technical  and  application  integration.  
 
More  leverage  from  IT  investments  
 
Integrates  with  IT  landscapes  that  include  both  SAP  and  non-­‐SAP  applications  
 
Reduce  their  total  cost  of  ownership  without  making  major  changes  
 

 
14  
Summary  
  
This  topic  provided  an  overview  of  SAP  Solution  Manager.  You  reviewed  the  uses  of  SAP  Solution  
Manager,  such  as  allowing  customers  to  integrate  their  SAP  Solutions  and  manage  other  
components,  including  the  SAP  Service  Desk.  You  also  learned  about  the  many  benefits  of  
implementing  SAP  Solution  Manager,  such  as  faster  ROI  and  reduced  cost  of  operations.    
 
Finally,  you  learned  that  SAP  Solution  Manager  is  a  separate  installed  Web  Application  Server  that  
offers  a  complete  tool  set  to  manage  the  life  cycle  of  customer  solutions.  
 
15  
About  This  Topic  
 
 
This  topic  provides  you  with  an  understanding  of  SAP's  standard  implementation  methodology.  
 
Business  Example    
 
Project  progress  managers  need  a  proven  and  repeatable  methodology  for  planning  and  executing  
the  many  activities  involved.  A  thorough  understanding  of  this  methodology  is  required.    
 
Estimated  time  to  complete  this  topic:  30  minutes  
 
Objective(s)  
State  the  purpose  of  AcceleratedSAP  (ASAP)  
List  the  available  ASAP  roadmaps  
List  the  five  phases  of  the  Implementation  Roadmap  and  identify  the  purpose  of  each  
16  
ASAP  Methodology  Defined  

 
 
The  AcceleratedSAP  (ASAP)  methodology  is  a  proven,  repeatable,  and  successful  approach  to  
implement  SAP  solutions  across  multiple  industries  and  customer  environments.  This  
methodology  evolved  from  a  time  in  the  mid-­‐1990s  when  SAP  realized  that  customers  needed  a  
better  approach  to  SAP  R/3  implementations.    
 
ASAP  was  first  introduced  as  a  PC-­‐based  tool  set  called  ValueSAP,  which  eventually  included  the  
Implementation,  Global,  and  Upgrade  roadmaps.  The  ASAP  methodology  is  now  fully  integrated  
into  SAP  Solution  Manager  and  AcceleratedSAP  roadmaps  provide  content,  tools,  and  expertise  
from  thousands  of  successful  implementations.    
 
SAP  is  continually  improving  these  roadmaps  with  enriched  content  based  on  experience  gained  in  
implementing  solutions.  
17  

 
18  
Standard  ASAP  Roadmaps  
 
ASAP  roadmaps  outline  the  activities  involved  in  implementing,  upgrading,  or  enhancing  SAP  
solutions.  These  roadmaps  are  enriched  with  set  of  deliverables,  accelerators,  role  descriptions,  
and  additional  guides.  The  five  standard  roadmaps  are  listed  below.  To  learn  more  about  the  
functions  of  each,  move  your  pointer  over  the  name  of  the  item  you  want  to  learn  more  about.    
 
Implementation  Roadmap  for  SAP  Solutions  provides  the  methodological  framework  for  the  
project  team  to  leverage  in  the  implementation  of  a  SAP  solution.  It  covers,  among  other  things,  
the  necessary  project  management,  requirements  gathering,  design,  configuration  of  business  
processes,  technical  implementation,  test  procedures,  training  and  organization  change  
management.    
Implementation  Roadmap  
 
The  Solution  Management  Roadmap  provides  a  methodology  for  the  implementation  of  the  
technical  infrastructure  and  its  operation.  The  Solution  Management  Roadmap  complements  the  
Implementation  Roadmap.    
Solution  Management  Roadmap  
 
The  Global  Template  Roadmap  describes  how  to  organize  and  run  a  project  in  which  a  corporate  
template  is  developed.  The  Global  Template  Roadmap  is  geared  toward  more  complex  
implementation  or  harmonization  projects,  typically  involving  more  than  one  kind  of  SAP  solution  
and  a  variety  of  sites,  possibly  in  different  countries.  The  corporate  template  is  rolled  out  to  other  
sites  in  a  follow-­‐up  project.    
Global  Template  Roadmap  
 
The  Upgrade  Roadmap  is  designed  to  help  you  carry  out  the  customizing  activities  required  for  an  
upgrade.  These  customizing  activities  are  essential  if  you  want  to  continue  to  use  the  same  
functions  in  your  business  application  components  after  an  upgrade.    
Upgrade  Roadmap  
 
 
  
 
The  Enterprise  Portal  and  Exchange  Infrastructure  roadmaps  are  simply  variations  of  the  
Implementation  Roadmap.  
Other  Roadmaps  
19  

 
20  

 
21  
  
22  
Summary  
 
In  this  topic,  you  reviewed  the  basics  of  the  ASAP  methodology.  You  learned  that  the  ASAP  
methodology  is  fully  integrated  into  SAP  Solution  Manager,  and  Accelerated  SAP  roadmaps  
provide  content,  tools,  and  expertise  from  thousands  of  successful  implementations.    
 
You  also  learned  that  there  are  several  roadmaps  available  to  the  customer,  the  most  popular  
being  the  Implementation  Roadmap.  Finally,  you  learned  that  the  Implementation  Roadmap  has  
five  phases:  Project  Preparation,  Business  Blueprint,  Realization,  Final  Preparation,  and  Go  Live  &  
Support.  
23  
About  This  Topic  
 
This  topic  introduces  you  to  the  use  of  SAP  Solution  Manager  as  a  tool  for  implementation  of  SAP  
solutions.  
 
Business  Example    
 
Project  progress  managers  are  responsible  for  several  areas  of  an  implementation  project,  from  
requirements  gathering  and  definition  to  configuration  and  testing.  Coordination  of  these  
activities  demands  one  toolset.  SAP  Solution  Manager  supports  you  through  each  phase  of  your  
project,  from  planning  to  testing  and  hand-­‐over  to  operations.    
 
Estimated  time  to  complete  this  topic:  30  minutes  
  
Objective(s)  
Identify  project  management  features  of  the  SAP  Solution  Manager  
List  the  various  elements  of  the  Implementation  Roadmap  
Identify  the  features  of  the  Business  Blueprint  transaction  in  an  SAP  Solution  Manager  system  
List  the  most  commonly  used  components  within  the  Configuration  transaction  of  the  SAP  
Solution  Manager  
24  
Project  Management  in  SAP  Solution  Manager  

 
 
The  ASAP  Implementation  Roadmap  provides  a  work  breakdown  structure  that  can  be  used  to  
plan  and  track  the  underlying  activities  and  tasks  of  the  implementation;  however,  it  is  not  meant  
to  be  characterized  as  a  project  management  tool.  In  fact,  there  are  links  to  Microsoft  Project  from  
the  roadmap,  allowing  a  project  manager  to  download  the  entire  structure  into  an  MS  Project  
plan.    
 
Each  phase  of  the  roadmap  provides  a  list  of  general  project  management  activities,  such  as  
project  team  status,  scope  management,  training  plan  management,  and  so  on.  
25  
  
Video  roadmap_pag25  
26  

 
Video  roadmap_pag26  
27  
Elements  of  the  Implementation  Roadmap  
 
The  main  elements  of  the  Implementation  Roadmap  are:  
 
Roadmap  structure  
 
Viewing/text  area  
 
Attachments  area  
 
The  roadmap  structure  gives  the  project  team  a  list  of  what  to  do  and  when  to  do  it.  This  appears  
on  the  left-­‐side  of  the  screen  displayed.  The  roadmap  structure  can  be  filtered  by  roles  so  that  
each  team  member  can  focus  only  on  those  items  requiring  their  attention.    
 
The  viewing/text  area,  on  the  upper  right-­‐side  of  the  screen,  displays  procedural  guides,  
prerequisite  information,  and  deliverables  of  the  highlighted  structure  items  on  the  left-­‐side  of  the  
screen.    
 
The  attachments  area  on  the  lower  right-­‐side  of  the  screen  displays  various  items,  such  as  
accelerators,  issues,  and  supplemental  documentation.  In  this  area  you  can  also  carry-­‐out  various  
tasks,  such  as  assigning  project  team  members  and  tracking  the  status  of  the  highlighted  item  in  
the  roadmap  structure.  
  
28  

 
Video  roadmap_pag28  
30  
Features  of  the  Business  Blueprint  
 
There  are  several  features  of  a  Business  Blueprint  transaction.  We  will  focus  on  the  following  
features:  
 
Blueprint  structure  
 
Business  scenarios  
 
Business  process  groups  
 
Associated  items  
 
Blueprint  document  
 
 
Each  feature  has  a  direct  impact  on  the  other.  Let's  take  a  closer  look  at  these  features  and  how  
they  relate.  
31  
Business  Blueprint  Features  
 
The  Business  Blueprint  structure  is  displayed  on  the  left  side  of  the  screen.  This  structure  is  
developed  through  the  business  process  workshops;  all  requirements  gathered  are  recorded  and  
associated  with  a  structure  item.  The  content  used  to  establish  the  structure  is  found  in  the    
 
Central  repository  for  components  of  SAP  Solution  Manager  solutions.  These  components  can  be:  
 
Structure  elements:  organizational  units,  master  data,  processes  and  process  steps  
 
Assignments  to  structure  elements  such  as  transactions  or  IMG  activities  
 
Business  Process  Repository  (BPR).    
 
The  business  structure  displayed  on  this  screen  is  based  on  a  business  scenario.  The  business  
scenarios  are  first  defined,  and  then  supporting  business  process  groups  are  chosen  from  the  BPR  
based  on  those  scenarios.    
 
These  decisions  are  based  upon  the  activities  outlined  in  the  Business  Blueprint  phase  of  the  
Implementation  Roadmap,  where  workshops  are  organized  with  the  purpose  of  defining  the  
business  process  needs  of  the  project.    
 
On  the  right  side  of  the  screen,  associated  items  are  available  to  support  the  line  items  in  the  
structure  on  the  left.  Additional  features  such  as  project  documentation,  transaction  assignments,  
and  graphical  flow  of  processes  are  also  available.    
 
Once  the  blueprint  structure  is  finalized,  the  blueprint  document  can  be  generated  and  becomes  
the  "master  plan"  for  the  realization  phase  of  the  project.  
  
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Video  bblueprint_pag32  
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37  
Components  of  the  Configuration  Transaction  
 
The  purpose  of  the  Configuration  transaction  is  to  use  the  Business  Blueprint  structure  to  
configure  IMG  objects  in  your  development  system.  Here  is  a  list  of  the  most  commonly  used  
components  available  in  the  Configuration  transaction:    
 
Project  documentation  
 
Transaction  assignments  
 
Configuration  of  IMG  objects  
 
Development  items  
Test  cases  
 
Graphics  
 
Training  materials  
35  
Functions  of  Configuration    
 
Using  the  blueprint  document  generated  in  the  Business  Blueprint  phase,  the  project  team  will  go  
into  the  Configuration  transaction  in  the  SAP  Solution  Manager  to  customize  the  attached  
development  system.  Customization  is  the  configuration  of  the    
 
A  tool  for  configuring  the  SAP  system  to  meet  customer  requirements.  The  Implementation  Guide  
(IMG)  explains  all  the  steps  in  the  implementation  process,  tells  you  the  SAP  standard  (factory)  
Customizing  settings,  and  describes  the  system  configuration  activities.  The  hierarchical  structure  
of  the  IMG  is  based  on  the  application  component  hierarchy  and  lists  all  the  documentation  that  is  
relevant  to  implementing  the  SAP  system.  The  main  section  is  IMG  Customizing  activities,  where  
the  relevant  system  settings  are  made.  You  can  also  document  projects  in  the  IMG  such  as:    
 
The  SAP  Reference  IMG  
 
The  Enterprise  IMG  
 
The  Project  IMG  
 
Implementation  Guide  (IMG)  objects  in  the  target  system.  The  blueprint  structure  is  replicated  in  
the  configuration  screen.  The  associated  items  on  the  right  side  of  the  screen  provide  a  place  for  
documentation,  administration,  tracking,  IMG  objects  to  be  configured,  test  cases,  and  team  
members  assigned.  
  
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37  practica  
38  
Configuration  Testing  Features:  1  
 
Testing  is  one  of  most  important  components  of  Configuration.  A  crucial  part  of  the  Realization  
phase  is  the  ability  to  test  the  functionality  of  the  solution  as  you  build  it.  Integrated  into  Solution  
Manager  is  the  Test  Workbench,  which  includes  the  test  organizer,  automated  testing  tools,  and  
interfaces  to  third-­‐party  testing  tools.    
 
The  figure  depicts  the  integration  of  the  testing  tools  provided  by  the  SAP  Solution  Manager.  
  
39  
Configuration  Testing  Features:  2  
This  figure  shows  the  components  of  the  testing  workflow,  from  the  building  of  test  plan  to  the  
execution  of  the  test  cases  within  the  plan  to  the  analysis  of  results.    
 
The  benefits  of  the  testing  features  include:  
 
Reduced  time  for  test  preparation  and  execution  
 
Single  point  of  access  to  complete  system  landscape  
 
Central  storage  of  testing  material  and  test  results  
 
Re-­‐use  of  existing  testing  material  
  
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41  Practica  
42  
Summary  
 
This  topic  focused  on  the  various  tool  sets  available  in  SAP  Solution  Manager.  You  reviewed  the  
major  project  management  features  such  as  links  to  Microsoft  Project  and  a  work  breakdown  
structure.  You  also  learned  about  features  of  the  Implementation  Roadmap,  such  as  the  roadmap  
structure  and  the  accelerators  area.  Finally,  you  reviewed  the  major  features  of  both  the  Blueprint  
and  Configuration  transactions.  
43  
About  This  Topic  
 
The  operations  section  of  the  SAP  Solution  Manager  is  the  point  of  access  to  SAP  support  services,  
including  remote  services,  on-­‐site  services,  self-­‐services,  and  best  practices  documents.  Based  on  
your  solution  configuration,  recommendations  for  these  services  are  triggered  dynamically.  The  
SAP  Solution  Manager  is  the  delivery  platform  for  services  delivered  as  part  of  your  maintenance  
agreement  with  SAP.    
 
This  topic  will  introduce  you  to  the  functions  available  through  Solution  Manager  that  can  help  
manage,  support,  and  optimize  the  productive  environment.  Features  such  as  solution  monitoring,  
Service  Desk,  and    
 
Component  of  SAP  Solution  Manager  used  to  manage  SAP  Solution  Manager  projects  
(maintenance,  implementation,  template,  and  upgrade)  from  top  to  bottom:  starting  with  change  
management  and  project  planning,  through  resource  management  and  cost  control,  to  physical  
transports  of  changes  from  the  development  environment  into  the  productive  environment.    
Change  Request  Management  are  defined.    
 
Business  Example    
  
 
Project  progress  has  successfully  reached  the  Go  Live  stage  of  the  implementation,  and  hand-­‐over  
to  the  operations  staff  is  forthcoming.  IT  managers  require  a  single,  comprehensive  tool  to  help  
them  effectively  implement  and  manage  solutions  within  multiple  system  landscapes.    
 
Estimated  time  to  complete  this  topic:  30  minutes  
 
Objective(s)  
Describe  the  concept  of  Solution  Monitoring  using  the  SAP  Solution  Manager  
Explain  the  capability  of  the  service  desk  features  in  SAP  Solution  Manager  
Describe  some  advanced  features  of  the  SAP  Solution  Manager  
44  
SAP  Solution  Manager  During  Productive  Operations  

 
Customer's  "central  system"  
 
Customer's  Help  Desk  
Customer's  link  to  SAP  Services  and  Support  
“Once  we  have  a  live  production  system,  Solution  Manager  takes  on  the  role  of  a  central  system  
that  integrates  tools  such  as  system  monitoring,  business  process  monitoring  and  the  help  desk.    
  
Solution  Manager  is  a  powerful  tool  because  it  is  your  gateway  to  SAP  Support.  Based  on  your  
solution  configuration,  Solution  Manager  automatically  triggers  recommendations  for  services  
such  as  remote  consulting,  self-­‐services,  and  best  practice  documents.    
 
We'll  examine  these  features  in  more  detail.”  
45  
Solution  Monitoring  

 
The  continually  increasing  number  of  IT  solutions  and  components  is  a  growing  challenge  for  the  
administration  team  in  a  computer  center.  The  number  of  components  has  increased  from  what  
was  required  with  SAP  R/3  (including  SAP  instances,  database,  hardware,  and  operating  system)  to  
include  an  ever-­‐growing  range  of  technologies.  As  a  result  of  this  development,  computer  center  
managers  demand  a  monitoring  method  that  is  centralized  (with  all  information  in  one  tool),  yet  
can  be  extended  to  cover  new  components.    
 
Instead  of  classic  system  monitoring  of  individual  system  components,  we  now  talk  about  Solution  
Monitoring,  where  entire  business  processes  can  be  monitored  as  a  whole  across  multiple  
components.  This  concept  is  realized  through  the  following  three  monitoring  sections  within  the  
SAP  Solution  Manager:    
1.Real-­‐time  monitoring  with  a  focus  on  the  graphical  display  of  business  processes  based  on  the  
Computing  Center  Management  System  (CCMS)    
Business  Process  Monitoring  
 
2.Administration  and  real-­‐time  monitoring  based  on  the  Computing  Center  Management  System  
(CCMS)    
System  Monitoring:  Central  System    
 
3.Continuous  monitoring  based  on  SAP  EarlyWatch  Alert  
Service  Level  Management  
 
46  
Monitoring  Recommendations  
Use  Service  Level  Management  in  the  SAP  Solution  Manager  to  lay  the  foundation  for  setting  up  
the  correct  procedures  for  monitoring  of  your  SAP  solution.  The  recommended  technique  is  to  
define  an  explicit  monitoring  concept  for  central  system  monitoring  using  the  Computing  Center  
Management  System  (CCMS)  in  conjunction  with  the  SAP  Solution  Manager.  This  form  of  system  
monitoring,  that  starts  with  monitoring  all  business-­‐process-­‐relevant  system  components,  is  
known  as  the  inside-­‐out  approach.  The  complementary  outside-­‐in  approach  involves  using  tools  
from  third-­‐party  manufacturers.  To  achieve  comprehensive  monitoring,  SAP  recommends  using  
both  approaches  simultaneously.  
47  

 
48  

 
49  
  
50  
Service  Desk  Features  

 
Now  that  we  have  talked  about  some  of  the  features  of  solution  monitoring,  we  will  look  at  
another  component  of  the  SAP  Solution  Manager:  Service  Desk.  The  service  desk  offers  a  complete  
infrastructure  for  organizing  and  operating  a  solution-­‐wide  support  organization  at  your  site.    
 
Features  include:  
 
  
 
End  users  can  create  messages  that  automatically  collect  system  and  context  data.  An  interface  for  
third-­‐party  messaging  tools  is  also  included.    
Message  handling  process  
 
 
 
 
Allows  customer  to  build  a  history  database  for  future  troubleshooting  
Customer  solution  database  
 
 
 
 
Integrated  notes  search  from  the  SAP  Service  Marketplace,  as  well  as  the  ability  to  implement  the  
notes  via  the  SAP  Note  Assistant  
Managing  SAP  Notes  
 
 
 
 
Provides  all  functionality  to  centrally  analyze  and  monitor  a  complete  SAP  solution  
Solution  Manager  diagnostics  

 
51  
Service  Desk  Scenarios  
  
52  

 
53  

 
Video  service  desk_pag53  
54  practica  
55  
Change  Request  Management  
 
After  reviewing  the  features  of  the  Service  Desk,  let's  examine  some  of  the  more  advanced  
features  of  SAP  Solution  Manager.  Two  commonly  used  advanced  features  are  Change  Request  
Management  and  Solution  Manager  Diagnostics.    
 
Change  Request  Management,  as  part  of  the  SAP  Solution  Manager,  integrates  service  desk  
functionality  for  managing  change  requests.  The  processes  supported  by  Change  Request  
Management  include  urgent  corrections  for  implementing  fast  and  direct  changes  in  the  
productive  environment,  and  maintenance  cycle  activities  such  as  regular  releases  and  
implementation,  upgrade,  or  template  projects.  
56  

 
57  
End-­‐to-­‐End  Root  Cause  Analysis  and  Solution  Monitoring  with  SAP  Solution  Manager  
  
 
58  
Solution  Manager  Diagnostics  
 
A  key  requirement  for  efficient  and  safe  support  of  IT  solutions  is  the  ability  to  perform  root  cause  
analysis  with  speed  and  efficiency.  Solution  Manager  diagnostics  provides  all  functionality  to  
centrally  analyze  and  monitor  a  complete  SAP  solution.  It  also  reduces  the  time  needed  to  train  a  
support  consultant  in  root  cause  analysis.  

 
59  
  
60  
Summary  
 
This  topic  reviewed  the  Solution  Manager  functions  that  help  manage,  support,  and  optimize  the  
productive  environment.  The  features  included  solution  monitoring  and  the  service  desk.  You  also  
learned  about  advanced  features  of  solution  manager  such  as  Change  Request  Management  and  
Solution  Manager  Diagnostics.  
61  
Module  Summary  
 
This  product  provided  an  overview  of  SAP  Solution  Manager.  You  reviewed  the  uses  of  SAP  
Solution  Manager,  such  as  allowing  customers  to  integrate  their  SAP  Solutions  and  manage  other  
components,  including  the  SAP  Service  Desk.  You  also  learned  that  the  ASAP  methodology  is  fully  
integrated  into  SAP  Solution  Manager,  and  Accelerated  SAP  roadmaps  provide  content,  tools,  and  
expertise  from  thousands  of  successful  implementations.    
 
You  learned  about  the  major  features  of  both  the  Blueprint  and  Configuration  transactions  and  
how  you  can  use  these  features  to  develop  your  own  customized  structure.  Finally,  you  reviewed  
the  features  included  in  solution  monitoring  and  the  service  desk  and  how  these  features  help  
manage,  support,  and  optimize  the  productive  environment.