SM250 EN Col19

SM250
IT Service Management
Configuration
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PARTICIPANT HANDBOOK
INSTRUCTOR-LED TRAINING
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Course Version: 19
Course Duration: 5 Day(s)
Material Number: 50151523
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© Copyright. All rights reserved. iii

iv © Copyright. All rights reserved.
Contents
vii Course Overview
1 Unit 1: SAP Solution Manager Concept
3 Lesson: Explaining the Benefits of SAP Solution Manager

11 Lesson: Describing the SAP Solution Manager Architecture
19 Unit 2: IT Service Management Overview
21 Lesson: Describing ITSM and ALM

27 Lesson: Describing ITSM Processes: Service Request, Incident,
Problem and Knowledge Article
37 Lesson: Describing Latest Innovations - New functions with Solution
Manager 7.2
47 Unit 3: Basic Setup
49 Lesson: Performing the SAP Support Backbone Update

59 Lesson: Understanding Technical Prerequisites
63 Lesson: Configuring ITSM Prerequisites
85 Lesson: Configuring ITSM Basis
99 Unit 4: Master Data
101 Lesson: Creating Business Partners

121 Lesson: Maintaining the Organizational Model
129 Lesson: Managing the Installed Base Components
139 Unit 5: The Work Environment: Using the WebClient UI and Solution
Manager Launchpad
141 Lesson: Explaining the Available Business Roles in IT Service

Management
151 Lesson: Accessing the WebClient UI
155 Lesson: Accessing the Solution Manager Launchpad
159 Lesson: Describing the WebClient UI - New Functionalities
167 Lesson: Describing the Launchpad and SAP Fiori Apps
171 Lesson: Personalizing the Work Environment
183 Unit 6: Service Catalog and Service Request Management
185 Lesson: Understanding the Concept of Service Fulfillment Process

189 Lesson: Introducing the Service Catalog
195 Lesson: Requesting a Service
199 Lesson: Processing a Service
© Copyright. All rights reserved. v

207 Unit 7: Incident and Problem Management Process
209 Lesson: Outlining the ITIL Best Practice Process

211 Lesson: Creating Incidents
217 Lesson: Processing Incidents
223 Lesson: Processing Problems
229 Unit 8: Knowledge Management Process
231 Lesson: Establishing a Full Text Search in SAP Solution Manager

239 Lesson: Creating Knowledge Articles
247 Unit 9: IT Service Management Customizing I
249 Lesson: Explaining the Meaning of Transaction Types

251 Lesson: Customizing the CRM Service Transaction
271 Unit 10: ITSM Administration
273 Lesson: Explaining the Multi-Level Categorization

279 Lesson: Describing the Organizational Model
283 Lesson: Understanding Partner Determination
303 Unit 11: IT Service Management Customizing II
305 Lesson: Explaining the Enhanced Customizing Options

323 Lesson: Describing the Mailforms and Notification Framework
327 Lesson: Configuring the Business Role
333 Lesson: Describing the Enhancement of the User Interfaces
345 Lesson: Describing the Widgets
353 Lesson: Explaining the Service Level Agreements and Processing
Times
369 Unit 12: Monitoring and Reporting
371 Lesson: Monitoring ITSM Tickets

375 Lesson: Using ITSM Analytics
383 Lesson: Using the Dashboard Builder
393 Unit 13: Service Asset and Configuration Management
395 Lesson: Providing an Overview: Service Asset & Configuration

Management
401 Lesson: Providing an Overview: IT Infrastructure Management
vi © Copyright. All rights reserved.

Course Overview
TARGET AUDIENCE
This course is intended for the following audiences:
● Technology Consultant
● Support Consultant
© Copyright. All rights reserved. vii

viii © Copyright. All rights reserved.
UNIT 1 SAP Solution Manager Concept
Lesson 1
Explaining the Benefits of SAP Solution Manager 3
Lesson 2
Describing the SAP Solution Manager Architecture 11
UNIT OBJECTIVES
● Explain the benefits of SAP Solution Manager

● Describe the SAP Solution Manager Architecture
© Copyright. All rights reserved. 1

Unit 1: SAP Solution Manager Concept
2 © Copyright. All rights reserved.

Unit 1
Lesson 1
Explaining the Benefits of SAP Solution
Manager
LESSON OVERVIEW
SAP Solution Manager plays a decisive role in Application Lifecycle Management (ALM). This
unit outlines some benefits of SAP Solution Manager and then discusses the architecture.
Business Example
Your company is running multiple system landscapes. As a system administrator, you want to
know how SAP Solution Manager supports you in the maintenance of your business
processes.
LESSON OBJECTIVES
After completing this lesson, you will be able to:
Benefits of SAP Solution Manager
Figure 1: Support Deliverables
SAP's support infrastructure comprises SAP Solution Manager, which is integrated in the
customer's system landscape, and SAP Service Marketplace, which is operated by SAP.

Interaction between SAP Solution Manager at the front end, which has direct access to the
customer's landscape, and SAP Service Marketplace at the back end of SAP's global support
organization, establishes a platform for professional, collaborative service and support
processes.
SAP offers a three-fold support concept, beginning with SAP Standard Support and including
SAP Enterprise Support and SAP MaxAttention.
SAP Standard Support is reactive, and ensures a customer's business continuity. The focus is
on technical risk mitigation, comprising the following:
● 24x7 incident support, including SAP Notes and Support Packages
● Standard system health checks (SAP GoingLive Check, SAP EarlyWatch Check, SAP
GoingLive Functional Upgrade Check, and SAP OS/DB Migration Check)
● Service and Support Report as self-service
● Knowledge database via SAP Service Marketplace
SAP Enterprise Support goes beyond the standard support, adding the proactive view with
the following benefits:
● Improvement of business user productivity (Business Process Analysis/Monitoring and
continuous quality checks (CQCs))
● Improvement of business processes (End-to-end operations standards, custom code
reduction, Custom Code Management Cockpit, and Business Process Change Analyzer)
● Improvement of IT operational efficiencies (Run SAP/infrastructure operations standards,
end-to-end solution Application Lifecycle Management enablement, and Quality Gate
Management)
● Use of integrated SAP IT EGI sessions and operational scenarios
Note:
An Expert-guided Implementation (EGI) session is a special type of session with a
combination of remote training and supported Do-it-yourself phases in which you
work on your own system and contact the expert in case of questions.
SAP MaxAttention offers technical account management for the entire life-cycle of your
solution and supports you when implementing end-to-end solution operations. It goes above
and beyond operations support by driving ongoing enhancement. It ensures increased
uptime, enhanced performance, greater data consistency, and improved maintainability to
lower your company's TCO. SAP MaxAttention mitigates the technical risk of implementation,
upgrade, and operations.

Lesson: Explaining the Benefits of SAP Solution Manager
Figure 2: SAP Solution Manager Key Value Chains
New technologies profoundly change how consumers and business networks interact - and
this change happens at a growing pace. This affects business' value chains, and we have to
reassess our traditional approaches and decide if it is time to replace them with new business
models.
SAP Solution Manager 7.2 is an integrated lifecycle platform to manage business processes,
landscape and systems, and to align business and IT on one business process landscape and
drive the "business of IT" from a common understanding of business value, business models,
operating models, and solution powered by IT.
To manage the "business of IT" fully aligned with business demand, SAP Solution Manager 7.2
supports the following 4 key value chains:
● Portfolio to Project (P2P)
To drive the portfolio of projects and balance business initiatives and their business value
against IT capacity, skills and timelines. To make sure to roll in the business demand,
allocate the demands to your IT projects and make sure to efficiently implement them with
proper project management.
- Provides the strategy to balance and broker your portfolio
- Provides a unified viewpoint across PMO, enterprise architecture, and service portfolio
- Improves data quality for decision-making
- Provides KPIs and roadmaps to improve business communication
Deciding which initiatives the business has and how they are supported strategically by IT.
Annual, bi-annual or quarterly cycle with that you pre-approve IT budgets. Then the
projects are executed with project management using SAP Solution Manager.
● Requirement to Deploy (R2D)
The whole process from requirement to the deployment to production is as follows:
- Rolling in the demand based on model companies and pre-configured processes
- Design of the to be processes based on as is,
- Development work based on demands and design / business requirements and IT
requirements

- Testing the developments

- Consistent deployment to production
● Detect to Correct (D2C)
Proactive monitoring and alerting of the solution on business level, system level and
application level, incident and problem management as well as continuous improvement
based on productive usage.
● Request to Fulfill (R2F)
To have a service catalog available that can be used to create service requests to address
business demands from operational perspective to IT, IT executes the service request
fulfillment.
Lifecycle view
Portfolio to Project → Strategic view
Innovative Requirement to Deploy
Detect to Correct + Request to Fulfil → run / operate → Enhance → daily business demands,
continuous improvement → Fix → break fix, standard changes without big impact.
Requirement to Deploy (R2D) to build what the business needs, when it needs it with
measured business outcome. This provides a framework for creating, modifying, or sourcing
a service, as follows:
● Supports agile and traditional development methodologies.
● Enables visibility of the quality, utility, schedule, and cost of the services you deliver.
● Defines continuous integration and deployment control points.
• Request to Fulfill (R2F) to catalog, request and fulfill services. This helps your IT
organization transition to a service broker model by doing the following:
● Presents a single catalog with items from multiple supplier catalogs.
● Efficiently manages subscriptions and total cost of service.
● Manages and measures fulfillments across multiple suppliers.
Detect to Correct (D2C) to anticipate and resolve production problems. This brings together
the following IT service operations to enhance results and efficiency:
● Enables end-to-end visibility using a shared configuration model.
● Identifies issues before they affect users.
● Reduces the mean time to repair.

Figure 3: Functional Areas
● The figure, Functional Areas, describes the different functional areas of Solution Manager
where they match with the 4 key value chains.
Figure 4: SAP Solution Manager 7.2 - Optimal for your Digital Business Transformation
Digital Transformation is one of the key challenges for companies. It describes the process of
getting more flexible core processes that allow you to be better, faster and more efficient than
your competitors. The Solution Manager is supporting that process with different
functionalities that customers can benefit from in various use cases, whether it is operations,
implementation or change projects.
With SAP Solution Manager customers receive a free HANA license that gains performance
improvements in several areas, including the following:
● Get your teams ready for the digital core.
● Operation teams learn SAP HANA through SAP Solution Manager on the job.
● SAP Solution Manager is a valuable companion to implement S/4HANA and digital
solutions.
With new user interfaces, end users as well as administrators get a fast and efficient working
environment.

● Adopting SAP Solution Manager is easy

● SAP Fiori for Business users maximizes end-user satisfaction
● Turnkey SAP Solution Manager for immediate consumption
The completely revised Process Management functionality gives the possibility to model
business processes in an easy and reusable way. This is an important part of enabling a
cooperation between Business and IT.
● Eliminate 3rd party process modelling and test tools
● Save 3rd party license. maintenance and operation cost
● Save 3rd integration and continuous data synchronization cost
With Requirements-to-deploy an agile innovation process is enabled. Waves and Sprints help
you to deliver software in a faster way with more quality, as follows:
● Reduce TCI
● Jumpstart with trial solution
● Agile - fail early and adjust
● Orchestrate your suppliers
● Automation and standardization
The way how you host your systems is not important to SAP Solution Manager 7.2, whether it
is on-premise, in the cloud, or whether you have a hybrid solution.
● Reduce TCO.
● Extend high on premise standards seamlessly to private and public cloud.
● Consume SAP Solution Manager in the SAP cloud.
Figure 5: IT Infrastructure Library (ITIL): Overview
ITIL is the abbreviation for the IT Infrastructure Library guidelines developed by the Central
Computing and Telecommunications Agency CCTA (now the Office of Government

Commerce - OGC) for the British government. Today, ITIL is the de facto global standard in
the area of service management. It contains comprehensive, publicly accessible specialist
documentation on the planning, provision, and support of IT services. ITIL provides the basis
for improving the use and effect of an operationally deployed IT infrastructure. IT service
organizations, employees from computing centers, suppliers, specialist consultants, and
trainers took part in ITIL development. ITIL describes the architecture for establishing and
operating IT service management. Apart from guidelines for service management in book
form, ITIL provides its users with a range of other products, for example, in the areas of
training and coaching, vocational and professional examinations, and consulting.
The ITIL books are best-practice guidelines for service management, with the guidelines
describing what rather than how. Service management is tailored to the size, the internal
culture and, above all, the requirements of the company.
Figure 6: SAP Solution Manager supports ITIL
SAP Solution Manager is also an IT Service Management platform. It is the first tool in the
world that has been completely certified as being compliant with the IT Infrastructure Library
(ITIL). This means that all 15 certifiable IT Service Management processes are compliant. You
can use SAP Solution Manager to create IT support tickets when incidents occur. Your IT
support team can solve problems, including root-cause analysis. IT services can be provided
via a service catalog. Requests for change are handled and so on.
Best practice configuration for these processes is available - it's easy to activate them.

Figure 7: Integrated IT Support Processes
SAP Solution Manager integrates Application Lifecycle Management and IT Service

Management processes on a single platform. SAP Solution Manager therefore offers a tight
integration of the IT Service Management processes with the Application Lifecycle
Management tools.
For example:
The SAP Solution Manager monitors your company's business processes and its entire
system infrastructure. Previously defined thresholds can now automatically generate an alert
(Monitoring and Alerting) which automatically creates an incident. If the employees who are
processing the incident in the SAP Solution Manager's Service Desk do not have an
immediate solution to the incident, they create a problem message as a follow-on document
to the incident.
Next, a detailed root cause analysis is carried out with the help of other SAP Solution Manager
applications, such as trace, change or exception analyses, and the relationships to other IT
objects are considered (Impact Analysis).
To examine the cause of the alert in more detail, you generate a problem message from the
incident. The Problem Management process is integrated in SAP support message
processing, from where you receive an SAP Note as a solution proposal, which you can then
implement with the SAP Note Assistant. However, as this leads to a change in the live system,
you start a request for change (Change Management) from the problem message, which,
after it is approved, is implemented by means of a correction from the development system to
the production system (Deployment Management).
As the incident documents which business process is affected by the change, it is possible to
identify an appropriate test case in the SAP Solution Manager's solution documentation, in
order to test (either manually or automatically) the business process that is affected by the
change (Test Management). Finally, the problem and incident messages are closed and a
knowledge article is generated documenting the solution method for the problem, in case the
same alert occurs again in another system (Knowledge Management).
LESSON SUMMARY
You should now be able to:

Unit 1
Lesson 2
Describing the SAP Solution Manager
Architecture
LESSON OVERVIEW
In this lesson, you will learn about the architecture of SAP Solution Manager.
Business Example
Your company is running multiple system landscapes. As a system administrator, you are
planning to use SAP Solution Manager as tool for IT Service Management. You therefore want
to become familiar with the architecture of SAP Solution Manager.
LESSON OBJECTIVES
SAP Solution Manager Architecture
Figure 8: SAP Solution Manager as Collaboration Platform
The SAP support infrastructure comprises SAP Solution Manager, which is integrated in the
customer's system landscape, and SAP Service Marketplace, which is operated by SAP. SAP
Service Marketplace gives Customer Centers of Expertise (CCoEs) access to all the basic

functions they need to use SAP support, which is operated by SAP. SAP Service Marketplace
gives CCoEs access to all the basic functions they need to use SAP support offerings.
With SAP Solution Manager, you can take advantage of a range of additional functions for
implementation support. For instance, as well as monitoring functions, and the IT Service
Management (also known as the service desk) with its refined functions for message creation.
The CCoE SAP Solution Manager is connected to SAP Service Marketplace through the
internet and by an RFC data connection, which enables electronic workflows spanning both
platforms.
Interaction between SAP Solution Manager at the front end, which has direct access to the
customer's landscape, and the SAP Service Marketplace at the back end of the SAP global
support organization, establishes a platform for professional, collaborative service and
support processes. These processes, in turn, enable the provision of proactive services
tailored to the individual CCoE needs and requirements, maximizing the reliability and
performance of the customer's software solution, and helping to reduce the total cost of
ownership and accelerate return on investment.
Figure 9: Example: Customer System Landscape
SAP Solution Manager Architecture

SAP Solution Manager serves as the central system for the administration of solution
landscapes. It consists of, among other things, of Knowledge Workbench (KW) functions
(used, for example, for the documentation of processes), Customer Relationship
Management (CRM) functions (used, for example, in Change Request Management change
documents), Business Warehouse (BW) functions (used, for example, for interactive
reporting) and SAP Activate, the best practise content system for S/4 HANA implementation.
SAP Solution Manager uses information about the system landscape. This information can be
obtained from a central System Landscape Directory (SLD). In addition, SAP Solution
Manager uses RFC destinations and information provided by agents to access information
(for example, monitoring data) directly from the managed systems.
In SAP Solution Manager 7.2, the Landscape Management Database (LMDB) offers users
central access to landscape data. It gathers information about the technical systems from the
SLD. This information forms the basis for the landscape description and is provided for other
applications such as landscape verification and monitoring applications.

Lesson: Describing the SAP Solution Manager Architecture
SAP Solution Manager is used in all phases of the application life cycle, which are outlined as
follows:
● During the implementation phase, SAP Solution Manager offers best practise content and
roadmaps.
● In the operations phase, it offers maintenance tools or support tools.
● As the central administrative system, SAP Solution Manager provides a variety of
centralized services for implementing and operating SAP solutions.
● It offers one central point of access and end-to-end process control.
Figure 10: Solution Manager System Landscape
System landscape
● Productive System: This is for all SAP Solution Manager functions used productively.
Provides connection to all systems and all system roles as it is required for process, test,
and change / transport management.
● Test System: This is only required in case of highly configured or customer specific
developments to get a proper test environment.
● Development System: This performs a functionality test after applying Support Packages
or Notes. It allows configuration changes and custom developments for production.
In most cases, one productive solution manager system will be sufficient. All managed
systems should be connected to this productive system. The use of a development solution
manager system is also recommended as soon as the solution manager system is used
productively (and not only for the download of packages via the maintenance planner). All
managed systems should also be connected to the development solution manager system, as
it does not make sense to only connect the productive managed systems to the productive
solution manager system (and the development managed systems to the development
solution manager system).
In the case that the productive solution manager system is run as a high-availability system, it
also makes sense to run a three-system solution manager landscape with test, development,
and productive systems. However, there might be restrictions (for example, distributed data
centers or special, high-security requirements) that require the operation of a second (or

even several) productive solution manager systems. Which managed systems get connected
to which solution manager system depends on the customer situation. It might even be
reasonable to connect systems to regional solution manager systems, while in addition
connecting all of them to one global solution manager system.
Figure 11: Architecture of the SAP Solution Manager
From SAP Solution Manager 7.1 to 7.2, the architecture of projects and solutions has been
completely renewed. Instead of having several projects with process documentation that gets
transferred in the solution as soon as the projects are live, we have now a new solution. The
solution is the sum of a company's systems and processes. It acts as a container for versions
of solution documentation.
A version of a solution is named a branch, and one branch that all customers have is the
production branch. This is a snapshot of the current live systems and processes. Another
branch that all customers have is the maintenance branch where the running systems and
processes could be changed.
The project management capabilities are based on the SAP product SAP Portfolio and Project
Management. The project management functions for IT projects are part of the SAP Solution
Manager license and need no additional licensing fees. The project management suite allows
a detailed tracking of project progress, and gives a lot of advantages, as there is a tight
integration into the ALM capabilities of the solution manager.
Improvements have also taken place in the area of change control management. A central
landscape definition with new logical component groups and change control landscapes
allows an easy, instant and reusable environment.

Lesson: Describing the SAP Solution Manager Architecture
Figure 12: Architecture
The figure, Architecture, shows the cooperation of different functions within SAP Solution
Manager, in the main phases of the application lifecycle management. Starting with the
implementation, the to-be processes need to be documented in the design branch of the
solution. Process documentation from the best practise content can be used as the source
(an efficient way if the customer process follows SAP best practises), or customer templates
can also be used if the same (or similar) processes have already been implemented at other
subsidiaries of the company. How processes are implemented and how they can be tested is
also specified.
Learning maps can also be generated out of the process documentation, helpful functionality
for training before the go-live date. If the processes have been aligned and confirmed, they
are transferred to the development branch. Configuration items can be linked to the
processes or process steps, for example, reports or BC-sets.
After the project has gone live, the process documentation is automatically transferred to the
production branch. This gives an overview of the active, running processes of a company. The
documented processes can be taken as a base for, to give one example, business process
monitoring. If a certain threshold is violated, alerts or incidents are automatically created so
that administrators can take proactive care of the violation.
All the documentation is based on the system information available in the system landscape
directory.

Figure 13: Architecture - Security
With the increasing use of the SAP Solution Manager, the demands on security are also on the
rise. The data stored in the SAP Solution Manager system can be protected with an
authorization concept, communication and network topology configured according to the
customer’s needs. SAP delivers standard roles to the different scenarios in the SAP Solution
Manager, and these roles should be used as a master copy for the customer’s own roles.
Since there is no general authorization configuration that fits all possible use scenarios, we
recommend that you design an authorization concept tailored to your specific use scenario.
Authorizations are defined by authorization objects. Authorization objects are in authorization
roles. A role is an authorization object container. When you maintain authorizations, you
maintain the fields of an authorization object. When you have maintained authorizations in
authorization objects, you generate the authorization profile. This profile is then assigned to
the user.
Different RFC destinations, with RFC-users and respective limited authorizations, are used
within the assigned managed systems for the various purposes.
LESSON SUMMARY

Unit 1
Learning Assessment
1. SAP Solution Manager is a fully ITIL compliant tool.

Determine whether this statement is true or false.
X True
X False
2. Which ITIL phase covers the processes Event Management, Incident Management,
Request Fulfillment, and Problem Management?
Choose the correct answer.
X A Service Strategy
X B Service Transition
X C Service Operations
X D Service Design
3. SAP Solution Manager is used in all phases of the application lifecycle. Which statements
are correct?
Choose the correct answers.
X A During the implementation phase, SAP Solution Manager offers best practice
content and roadmaps.
X B SAP Solution Manager can replace a System Landscape Directory (SLD).
X C In the operation phase, it offers maintenance tools or support tools.
X D SAP Solution Manager offers one central point of access and end-to-end process
control.

Unit 1
Learning Assessment - Answers
1. SAP Solution Manager is a fully ITIL compliant tool.

X True
X False
2. Which ITIL phase covers the processes Event Management, Incident Management,
Request Fulfillment, and Problem Management?
X A Service Strategy
X B Service Transition
X C Service Operations
X D Service Design
3. SAP Solution Manager is used in all phases of the application lifecycle. Which statements
are correct?
X A During the implementation phase, SAP Solution Manager offers best practice
content and roadmaps.
X B SAP Solution Manager can replace a System Landscape Directory (SLD).
X C In the operation phase, it offers maintenance tools or support tools.
X D SAP Solution Manager offers one central point of access and end-to-end process
control.

UNIT 2 IT Service Management
Overview
Lesson 1
Describing ITSM and ALM 21
Lesson 2
Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article 27
Lesson 3
Describing Latest Innovations - New functions with Solution Manager 7.2 37
UNIT OBJECTIVES
● Describe the Integration of IT Service Management and Application Lifecycle Management

● Understand the core business processes of IT Service Management
● Describe the latest innovations - new functions with SAP Solution Manager 7.2

Unit 2: IT Service Management Overview

Unit 2
Lesson 1
Describing ITSM and ALM
LESSON OVERVIEW
IT Service Management is a central service point which enables a centralized incident and
problem message processing in multiple organization levels. It offers a communication
channel with all relevant stakeholders of an incident or problem, such as business user, SAP
Service & Support and Partner Support employees.
Business Example
Your company is planning to implement the Incident Management scenario. As a project
manager, you therefore want to get an overview of the IT Service Management processes in
SAP Solution Manager and how they are integrated in the overall process of Application
Lifecycle Management.
LESSON OBJECTIVES
ITSM and ALM
Figure 14: ITSM for every use case

When you decide to implement IT Service Management you can decide which level of maturity
you want to achieve. Depending on your requirements, you can also decide to reach the
different levels step-by-step:
● Level 1: Incident Management for SAP landscapes with integration in SAP frontends and
SAP support backbone.
● Level 2: Incident-, Problem-, Change Management to manage the SAP IT more efficient
and secure.
● Level 3: Ticket based workflows for further SAP Solution Manager scenarios, for example:
test defects, project issues, alert processing, and so on.
● Level 4: Incident-, Problem-, Knowledge-, Change Management for the entire IT together
with SAP IT Infrastructure Management.
● Level 5: Service Request fulfillment process based on service products and predefined
activities on how to deliver these IT services.
● Level 6: Service Catalog to order services.
● Level 7: ITIL based IT Service Management with integration in SAP ERP for business
process automation.
Figure 15: SAP Solution Manager Integration Model
The 4 different value chains have been introduced already in Unit 1.
Figure 16: SAP Solution Manager Integration Model - ITSM-Focus

Lesson: Describing ITSM and ALM
From an IT Service Management point of view, the used processes usually take place in the
value chains Detect to Correct and Request to Fulfill. Nevertheless, to make the picture
complete, also in Requirements-to-deploy the IT Service Management can be used during the
Test-Phase. Defects identified while testing can be logged and processed.
Figure 17: Key Documents of the Value Chains Detect to Correct & Request to Fulfill
The figure, Key Documents of the Value Chains Detect to Correct & Request to Fulfill,
describes the key documents of the relevant value chains for IT Service Management. The
incident can be created from green field or as follow-up from the Business Process or
Technical Monitoring. If the incident can only be solved through a workaround of if various
incidents are created which are caused by the same root cause, a problem ticket can be
created. Based on specified information in the documents (for example: System information,
Multi-Level-Categorization, Solution Category) an efficient reporting can be established which
supports the optimization process to identify the follow-up-steps (for example, user trainings,
software review) to increase stability and user acceptance of the systems.
Additionally, services can be designed and released to the business that allow a standardized
way of handling. These services follow an own lifecycle: they are designed, reviewed, and, if
they are complete, they are published. If they are not required anymore they can be retired.
These services can be offered within a service catalogue that allows different views on the
services depending on given authorizations and also visibility. Also service requests can be
offered in Solution Manager that deal usually with daily smaller issues like Password reset or
Equipment Move. Part of services and service requests is the service fulfillment process, that
can be supported with standardized checklists or guided procedures.

Figure 18: One Integration platform for IT Management
Customers are constantly striving to get the most value out of their SAP investment. This goal
usually has the following different aspects:
● Business continuity, quality, and cost of operation: This includes near zero downtime
updates and the reduction of Total Cost of Operation (for example by automatic
operations and more efficient process). In addition, you need to pay attention to
compliance and security aspects.
● Develop and deliver change, in time and in quality: Here the question is how to improve the
predictability in large projects (no delays & high quality). You may need a better
prioritization of changes and avoid too many projects ("are we doing the right things?").
● Go-Lives without disruption: Go-Lives have too much impact to business (due to business
downtime and test efforts).
IT Service Management provides central message management and processing. IT Service

Management, with its integration of SAP Customer Relationship Management (SAP CRM) IT
Service Management, allows you to contact all parties involved in a message. These include
all users of the system landscape or your company's solutions, such as employees,
customers, consultants, or support staff.
If your IT system landscape also contains SAP solutions, customer SAP experts and SAP
Service & Support staff can also communicate via the IT Service Management. IT Service
Management can include an external help desk, set up service connections, and access SAP
Service & Support.
Run SAP like a Factory is SAP's approach to operating SAP solutions. With Run SAP like a
Factory you can perform the following tasks:
● Verify that your business-critical processes run correctly with good performance, no break
in communication, no data loss, and no errors.

Lesson: Describing ITSM and ALM
● Monitor components of the end-to-end processes to ensure that they are available and
stay available for all your critical processes, both for daily transaction work and for your
End-of-Day (batch) processing.
● Manage business process exceptions which are virtually inevitable in solutions with high
complexity and volume, wherever they may occur.
● Rapidly identify the root cause of a problem, and restore service if any interface or
component fails.
● Integrate all providers in an Operations Control Center for 24 x 7 Mission Critical Support.
● Application Lifecycle Management (ALM) from SAP provides processes, tools, best
practices, and services to manage SAP and non-SAP solutions throughout the complete
application lifecycle, open to seamlessly integrate third party service management
solutions.
Figure 19: ITSM: Interfaces and Connectivity
SAP Solution Manager can be the core system covering information about incidents in SAP
applications. It shares specific information with other functions, like Project Management,
Change Management, and Operation and Test Management. Standard connectivity to the
SAP system landscape (for example, SAP ERP, SAP SCM, SAP CRM, and so on) helps to
speed up the incident flows and information coverage (such as user and system data stored
within the incident message created from the connected managed system). SAP also delivers
an open interface to connect other SAP Solution Manager Service Desk installations or a
third-party help desk.
LESSON SUMMARY


Unit 2
Lesson 2
Describing ITSM Processes: Service Request,
Incident, Problem and Knowledge Article
LESSON OVERVIEW
In this lesson, you will learn about the core ITSM business processes: Service Request,
Incident, Problem and Knowledge Article.
Business Example
Your company has different landscapes and wants to offer support processes for that. ITIL-
compliance is a must. You want to analyze the processes SAP Solution Manager offers to
provide services to your users.
LESSON OBJECTIVES
ITSM Processes: Service Request, Incident, Problem and Knowledge Article
Figure 20: ITIL certified Processes
SAP IT Service Management meet or exceed the ITIL® V3 suitability requirements including
integration for the following listed processes.
There were also other processes which have been verified.

● Availability Management (AVM), to be verified with ALM integration (technical operation)

● Problem Management (PM)
● Capacity Management (CAP)
● Release and Deployment Management (REL), to be verified with ALM integration (CTS and
QGM)
● Change Management (CHG)
● Request Fulfillment Management (RF)
● Event Management (EV)
● Service Asset and Configuration Management (SACM)
● Financial Management (FM)
● Service Catalog Management (SCM)
● Incident Management (IM)
● Service Level Management (SLM)
● Knowledge Management (KM)
● Service Portfolio Management (SPM), to be verified with ALM integration (service plan)
Figure 21: Incident and Service Request Management
Incident management aims to restore normal service operation as quickly as possible, and to
minimise the adverse effect on business operations. This should ensure that the best possible
levels of service quality and availability are maintained. Normal service operation is defined
here as service operation within service-level agreement (SLA) limits.
ITIL definitions include the following:
● Incident

Lesson: Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
An unplanned interruption to an IT service or a reduction in the quality of an IT service.

Failure of a configuration item that has not yet impacted service is also an incident. For
example, failure of one disk from a mirror set.
An incident can also be defined as any event which is not part of the standard operational
or project processing, and which causes, or may cause, an interruption or a reduction in
the quality of operational or project processing.
● Service request management
Service request management allows you to capture, document, and track reoccurring,
predefined service requests from creation to resolution.
● Request fulfillment
Request fulfillment (or request management) focuses on fulfilling service requests, which
are often minor (standard) changes (for example, requests to change a password) or
requests for information.
Figure 22: Problem Management
Problem management aims to resolve the root causes of incidents and thus to minimise the
adverse impact of incidents caused by errors within the IT infrastructure. It also aims to
prevent the recurrence of incidents related to these errors. A problem in this context is the
unknown underlying cause of one or more incidents.
A known error is a problem that is successfully diagnosed and for which either a work-around
or a permanent resolution has been identified. The Central Computer and
Telecommunications Agency (CCTA) defines problems and known errors as follows:
● A problem is a condition often identified as a result of multiple incidents that exhibit
common symptoms. Problems can also be identified from a single significant incident,
indicative of a single error, for which the cause is unknown, but for which the impact is
significant. A known error is a condition identified by successful diagnosis of the root cause
of a problem, and the subsequent development of a work-around.
Problem management differs from incident management. Problem management aims

primarily to find and resolve the root cause of a problem and thus prevent further incidents,

while the purpose of incident management is to return the service to a normal level as soon as
possible, with the smallest possible business impact.
Figure 23: Change Management
Change management aims to ensure that standardised methods and procedures are used for
efficient handling of all changes. A change is an event that results in a new status of one or
more configuration items (CIs), and which is approved by management, is cost-effective,
enhances business process changes (fixes), all with a minimum risk to IT infrastructure.
The main aims of change management include the following:
● Minimal disruption of services
● Reduction in black-out activities
● Economic use of resources involved in the change

Figure 24: Knowledge Management
In SAP there are several functions that support knowledge management, such as store,
subscribe, and publish information. In the context of SAP Solution Manager IT Service
Management, the core object used is the Knowledge Article (KA). The KA is highly integrated
in service records, such as incidents or problems. Any CI or ITSM process can refer to KAs,
which provide particular guidance, notes, or detailed descriptions as text with different text
types, with attachments or even with further links to other knowledge databases or external
URLs. A KA can have different types, such as known error, FAQ, and guide.
Furthermore, the SAP Solution Manager itself represents a knowledge management system
as it collects various IT service-related information on one platform. It includes references to
any SAP or non-SAP system in the customer's IT landscape and stores IT-related information
in a central place. SAP Solution Manager bundles and relates information about business
processes, applications, IT infrastructure items, IT services, business partner information,
and even reporting data, to act as an overall enterprise resource-planning tool specifically to
manage IT for SAP customers.

Figure 25: Installed Base and Object Management
Installed base and object management is primarily focused on maintaining information (in
other words, configurations) about the configuration items (for example, assets) required to
deliver an IT service, including their relationships. Configuration management is the
management and traceability of every aspect of a configuration from beginning to end, and it
includes the following key process areas under its umbrella:
● Identification
● Planning
● Change control
● Change management
● Release management
● Maintenance

Figure 26: Service Level Management
Service-level management provides for continual identification, monitoring, and review of the
levels of IT services specified in the Service-Level Agreements (SLAs). Service-level
management ensures that arrangements are in place with internal IT support-providers and
external suppliers. The process involves assessing the impact of change on service quality
and SLAs. The service-level management process works in close conjunction with the
operational processes to control their activities. The central role of service-level management
makes it the natural place for metrics to be established and monitored against a benchmark.
As the primary interface with the customer (as opposed to the user serviced by the service
desk), service-level management includes the following responsibilities:
● Ensuring that the agreed IT services are delivered when and where they are supposed to
be
● Liaising with regard to availability management, capacity management, incident
management, and problem management to ensure that the required levels and quality of
service are achieved within the resources agreed with financial management
● Ensuring that appropriate IT service continuity plans exist to support the business and its
continuity requirements
The service-level manager relies on other areas of the service delivery process to provide the
necessary support for ensuring that the agreed services are provided in a cost-effective,
secure, and efficient manner.

Figure 27: ITIL compliant Incident and Problem Management
Since release 7.1, SAP Solution Manager IT Service Management offers problem management
functionality. When many incidents have the same (or similar) root cause, these incidents can
be grouped under a single common problem and can be processed together. This streamlines
the incident resolution process, and allows users and call processors to see the status of a
problem so that they avoid duplicating effort on very similar problems.
Users can create incidents from a number of source forms within a customer's base:
● One option is to create an incident from within the customer's SAP System, and to send it
directly to IT Service Management within the SAP Solution Manager system. This incident
can then be the source of root cause analysis, the identification and application of
corrective measures, and, eventually, the closure of the incident. If required or desired, the
incident can be synchronized to a third-party help desk.
● Another option is to create an incident in a certified third-party help desk system that
serves as the enterprise-wide incident and problem tracking system within the customer's
environment. Root cause analysis is then performed. Next, the identification and
application of corrective measures is performed and, finally, the incident is closed.
There are some prerequisite configuration steps for the creation of incidents from within the
customer's system landscape directly to IT Service Management. All configuration activities
exist within the Solution Manager Configuration, transaction SOLMAN_SETP, part IT Service
Management.
From the IT Service Management system, you can navigate to the SAP Service Marketplace
for notes search or system administration (for example, opening the remote connection or
storing logon information in the secure area). The CRM WebUI is the front end for IT Service
Management in the SAP Solution Manager system. On demand, the incident can be
forwarded directly to SAP Support with the automatic inheritance of some specific
information for additional root cause analysis.
Analysts have the ability to control a call and send notifications or tasks to other parties for
assistance. These can be tracked from within the incident for their current status and replies
by viewing related transactions.

Figure 28: Service Order Management
ITIL service catalog management aims to ensure that a service catalog is produced and
maintained, containing accurate information on all operational services and those being
prepared for operation. Service catalog management provides vital information for all other
service management processes, such as service details, current status, and
interdependencies of services.
The service catalog is a database or structured document containing information about all live
services, including those available for deployment.
Figure 29: Document types
In the upper part of the figure, Document Types, different inbound channels (such as SAP
Front-end Integration) for incidents and problems are shown.

An end user can create a service request to request a specified service. The service request
can be processed with a checklist. It can be split into tasks that can be assigned to various
processors.
IT Support staff can create a problem message if they detect a problem, or if several incidents
have been reported for the same problem. The problem message can be linked to the incident
messages.
A knowledge article is a piece of information that can be used to clarify a subject. Knowledge
articles can be used for the documentation of solutions to messages. In this way, knowledge
articles provide solutions to similar messages.
A request for change is a transaction you use to request a change of your software or a
company system, for example, an enhancement or change to a function. A request for change
can for example be triggered by a problem message. You can categorize a request for change
by the type of change, for example, a normal change, urgent change, or general change.
LESSON SUMMARY

Unit 2
Lesson 3
Describing Latest Innovations - New functions
with Solution Manager 7.2
LESSON OBJECTIVES
Innovations
Figure 30: Evolution in IT Service Management
The figure, Evolution in IT Service Management, shows the long evolution of IT Service
Management (ITSM) in reaching the functional scope that it now has. While in SAP Solution
Manager 7.0 the service desk was part of CRM 5.0 in the SAP GUI with very limited scope, it
got a boost with SAP Solution Manager 7.1 and the technical base CRM 7.0. The ITSM
processes were completely integrated in the CRM web UI, which allowed an easy-to-use and
easy-to-enhance user interface. With SP10 of SAP Solution Manager 7.1, improvements like
BW reports, service request management, and email-inbound were introduced. With release
7.2, additional, SAP Fiori-based user interfaces are available, and CRM features such as
central inbox, processing times, and the subscription framework are available. The reporting
capabilities are also completely revised.

Figure 31: 7.1 to 7.2 - Evolution Areas
The main evolution areas in 7.2 are shown in the figure, 7.1 to 7.2 - Evolution Areas. In the
analytics area, there is a mature change, as the Business Intelligence (BI) basis in SAP
Solution Manager is updated from version 7.0 to 7.4. This allows other techniques and other
dashboards that are based on HTML5.
In the User Interface (UI) framework it is now easier to manage the visibility of incidents or the
complete UI. Buttons can be now configured without modifications, colors can be displayed in
the results list (for example, all incidents with a very high priority are highlighted red), or the
search process can be cancelled (for example, if you forgot to specify search criterias and the
search lasts too long). These are just three examples of many improvements.
SAP Solution Manager-specific developments were also included in the new release. A new
cross-search allows a full-text search in all document types (HANA-DB or TREX as
prerequisite). The third-party interface has been extended, and it can now also be used for
problems. New SAP Fiori-based applications are available for end or key users. Additional
applications are planned for later releases.
The Solution Manager Upgrade from 7.1 to 7.2 is also a big jump in regards to technology. The
SAP Netweaver Basis has changed from 7.0 to 7.4, and the SAP Solution Manager can run on
a HANA database, which allows an improved performance. Additional applications (for
example a TREX server) are no longer required.
With the new enhancement packages 2 and 3 (part of SAP Solution Manager 7.2), the
following CRM enhancements can now also be used for the ITSM of SAP Solution Manager:
● Extended checklist
● Bulletin boards
● Processing times
● Notification framework
● SAP JAM integration
● Central inbox

Lesson: Describing Latest Innovations - New functions with Solution Manager 7.2
Figure 32: SAP Solution Manager 7.2 runs on SAP HANA
SAP Solution Manager 7.2 can be operated on HANA. The adoption of SAP HANA for SAP
Solution Manager follows all SAP HANA transition standards, and the license is included in
your SAP maintenance agreement.
This extension of usage rights is especially valuable for customers who have the following
statuses:
● Working only in SAP HANA
● Transitioning to SAP HANA
● Paying maintenance for their SAP Solution Manager database
● Looking for performance increase
● Looking for drastically faster text search functionality, opening new opportunities (for
example, to work with documents, service reports, or ITSM tickets)
● Not wanting to pay an additional SAP HANA license fee for SAP Solution Manager
SAP HANA for SAP Solution Manager 7.2 is delivered for free within your support agreement.
If SAP HANA is the only platform at your company, SAP Solution Manager 7.2 is your perfect
lifecycle management platform, as it is the first system in a general plan to migrate to SAP
HANA and become familiar with it.
SAP Solution Manager is also a good introduction for SAP HANA, and the preparation of SAP
HANA operations.

Figure 33: New Email-Inbox
In the email inbound scenario, it is now possible to enable the automatic creation of incidents
or service requests. An email is sent to the SAP Solution Manager, and, based on defined
rules, it is determined whether an incident or service request is created. New to version 7.2 is
the option that the documents are created automatically, without the need of an additional
manual step in between.
If message processors set the incident or service request to Customer Action or Solution
Proposed, an email is sent to the message creator with a tracking ID. If the reporter is
replying on that mail and keeps the tracking ID, the reply is automatically attached to the
existing incident. With that approach it is possible to have efficient document handling
without the need to give the reporters access to SAP Solution Manager. The only prerequisite
is that they are created as business partners.
Figure 34: Enhanced Third-Party-Interface
You connect one or more external help desks to SAP Solution Manager IT Service
Management (ITSM) so that you have different tools for different levels of your support
organization. Possible uses of this functionality include the following:
● You use an external help desk of a third-party supplier for general IT messages and SAP
Solution Manager IT Service Management for resolving SAP application problems.

● SAP Solution Manager systems of customers of an IT service provider are connected as

external help desks to the help desk of the IT service provider so that they can exchange
messages.
● Integration
● SAP Solution Manager provides an interface with which you can connect one or more
external help desks from third-party suppliers or other SAP Solution Manager systems
help desks. You can use this interface to exchange messages (incidents and problems)
between SAP Solution Manager IT Service Management and external help desks in both
directions. It is based on web services (simple, flexible and platform independent).
● Forwarding a message into another help desk creates a corresponding message there.
The following features now come with Release 7.2:

● Enhanced mapping
Now the mapping can also be based on transaction type for additional attributes, text type,
priority, or business partner function.
● Ability to define general and more specific mappings
● Transfer of additional business partners
● Exchange of up to 10 additional partners (number + function).
Additionally to the two standard partner functions (Agent and Reporter), exchange of up to
10 additional partners (number + function) is possible. The data are sent with additional
information attributes.
● Ability to define incoming and outgoing partners
● Ability to modify exchanged ticket before and after maintenance or creation
● New BAdI
BAdI: BADI_ICT_MAINTAIN_ORDER
Filter: THIRD_PARTY_GUID
Methods: BEFORE_MAINTAIN, AFTER_MAINTAIN
Miscellaneous
Not exchanged: product, SLA
AB now as well available in the problem
Interface-supported transaction types include incidents, service requests and problems.

Change management documents are not currently supported, but (via a BAdl) you can
configure which transaction types are used for the interface. In the same way, change
management integration is also possible.
Detailed API is documented in http://service.sap.com/instguides under the following menu
path: SAP Components → SAP Solution Manager → Release 7.2 → 6 Additional
Information → SAP IT Service Management → White Paper: Service Desk WebService API
(7.2) → Online Documentation: External Help Desk Integration

Figure 35: Revised Solution Documentation
As with release 7.2, the process management architecture has been completely renewed
(there is no solar documentation structure anymore). The assignment of incidents to process
documentation has been adjusted. A new assignment block called Solution Documentation is
now available, and the search criteria and result lists have been changed to cover the new
infrastructure.
Note:
If you have already used the business process documentation in 7.1, the linkage of
the old structures to incidents is still visible, but only in display mode. As part of
content activation, the old structure objects can be transferred to the new solution
environment.
Figure 36: Bulletin Boards
With the bulletin board, you can provide a framework that enables you to implement a
transaction or master data independent information flow. You can post notes concerning
business partners or installed base, and display them in the master data, as well as in
transaction types that are related to these objects. The business function
CRM_ITSM_BULLETINS has to be activated.

The Bulletin Board enables you to assign notes to the following objects:
● Installed base
● Installed base reference objects
● Installed base components
● Partner functions on transactions
● Business partner relationships on business partners
Figure 37: Rich Text Formatting Textblock
The new Rich Text Formatting feature is available for the scenario IT Service Management
and Change Request Management. Using the new Notes Assignment Block allows among
others various text formatting capabilities as well as direct pasting of screenshots into the
text editor.
SAP Note 2731517 - How to activate Rich Text Formatting for ITSM and ChaRM explains how
to set this up.
Note:
SAP Note 2498809 - SAP CRM Rich Text Editor - Guided Answers will assist you
with issues regarding the Rich Text Editor.
LESSON SUMMARY


Unit 2
Learning Assessment
1. The IT Service Management Scenario takes care of which of the following processes?
X A Incident Management
X B Service Request Management
X C Test Management
X D Problem Management
2. From the IT Service Management point of view, it takes place in which the following key
value chains?
X A Portfolio to Project
X B Requirement to Deploy
X C Detect to Correct
X D Request to Fulfill
3. What best describes an incident?

X A A known error whose cause and solution is not yet known
X B An unplanned interruption of a service, unless there is a backup for it
X C Any service interruption, whether planned or unplanned
X D Any service interruption reported to the Service Desk, whether or not there is any
impairment to the service

Unit 2
1. The IT Service Management Scenario takes care of which of the following processes?
X B Service Request Management
X C Test Management
X D Problem Management
2. From the IT Service Management point of view, it takes place in which the following key
value chains?
X A Portfolio to Project
X B Requirement to Deploy
X C Detect to Correct
X D Request to Fulfill
3. What best describes an incident?

X A A known error whose cause and solution is not yet known
X B An unplanned interruption of a service, unless there is a backup for it
X C Any service interruption, whether planned or unplanned
X D Any service interruption reported to the Service Desk, whether or not there is any
impairment to the service

UNIT 3 Basic Setup
Lesson 1
Performing the SAP Support Backbone Update 49
Lesson 2
Understanding Technical Prerequisites 59
Lesson 3
Configuring ITSM Prerequisites 63
Lesson 4
Configuring ITSM Basis 85
UNIT OBJECTIVES
● Perform the SAP Support Backbone update

● Highlight necessary prerequisites for initial ITSM configuration
● Explain Solution Manager Configuration (SOLMAN_SETUP) in general
● Check the prerequisites for initial ITSM configuration
● Explain what additional manual activities you need to perform
● Perform initial ITSM configuration with the help of a guided procedure in SAP Solution
Manager Configuration (SOLMAN_SETUP)

Unit 3: Basic Setup

Unit 3
Lesson 1
Performing the SAP Support Backbone Update
LESSON OBJECTIVES
SAP Support Backbone Update
Figure 38: Scenario

Unit 3: Basic Setup
Figure 39: Support Backbone Update Overview
What is SAP Support Backbone?

The support backbone is the infrastructure that we use to provide you with technical support.
Your systems connect to the support backbone to exchange information, such as data about
support incidents, maintenance planner data, and SAP EarlyWatch Alert data.
Reason and Changes

Due to the increasing demand placed on the support backbone, we have updated the
infrastructure so that we can continue to provide you with the support you require. However,
the legacy infrastructure remains in place to allow a safe transition for customers until the
end of 2019. As part of this process, the way in which systems connect to SAP has been
redesigned to include the following changes:
● The HTTPS protocol is now used instead of RFC.
● A technical communication user handles the data transfer instead of generic users.
● Applications send data asynchronously unless the data is sent manually.

Lesson: Performing the SAP Support Backbone Update
Figure 40: Support Backbone Update Impacts
The following SAP Solution Manager capabilities are affected by the Support Backbone
update:
IT Service Management:
● Exchange of messages with SAP
Landscape Management:
● Landscape synchronization with SAP (automatic update of customer system data, used
for Maintenance Planner)
● Remote Service Connection Management from SAP Solution Manager
● System Recommendations
License Management:
● Automatic distribution of licenses and maintenance certificates
SAP Engagement and Service Delivery:

● Service Delivery
● SAP EarlyWatchAlert from SAP Solution Manager to SAP
● Service Content Update
Test Suite:
● Scope and Effort Analyzer
Additional Information
SAP Note Assistant (SNOTE) and download service in SAP Solution Manager and all managed
systems that have a direct connectivity to the SAP Support Backbone are affected.
Remote connection between SAP Solution Manager and SAP Support is not affected.

Unit 3: Basic Setup
Figure 41: Checklist for Support Backbone Communication Update
Use this checklist to make sure that your SAP Solution Manager systems are able to
communicate with the updated support backbone.
Figure 42: Upgrade to SAP Solution Manager 7.2 SP08
The upgrade from SAP Solution Manager 7.1 to SAP Solution Manager 7.2 comprises the
following main steps:
● Preparing the upgrade in your SAP Solution Manager 7.1
● Performing the actual technical upgrade and post-processing, including the dual-stack
split in SAP Solution Manager 7.2
● Post-processing the upgrade in your SAP Solution Manger 7.2, where you, for example, run
transaction SOLMAN_SETUP to make all necessary configuration settings and perform
scenario-specific post-upgrade steps.

For more information, see the upgrade guide for SAP Solution Manager at https://
help.sap.com/viewer/dc7924c65eef4fd2afe7812029cd9c8f/7.2.09/en-US.
Figure 43: Request Technical Communication User
Technical communication users allow machine-to-machine communication and data

exchange. Your system administrator can request, activate, and delete a communication
user, as well as reset its password.
The new communication channel in the support backbone is the basis for exchanging data
between your systems and the backbone in a secure, reliable, and controlled way.
To use this communication channel, you must request a technical communication user for
your systems. (You cannot convert a regular S-user into a technical communication user.)
The technical communication user is required, for example, to download digitally signed SAP
Notes from Note Assistant (transaction SNOTE). Technical communication users cannot be
used to log on in dialog mode, and their passwords do not expire.
After you have requested a technical communication user, it is generally available within 24
hours.
How Many Technical Communication Users Do You Need?

The number of technical communication users that you require depends on your company
policy. There is no limit to the number of technical communication users a company can
create.
It is possible to use one technical communication user for all systems. However, this may lead
to connectivity issues if the user is locked.
We recommend that you request one technical communication user per installation/system
track (for example, DEV-QAS-PRD). The highest level of flexibility and security can be reached
by using one technical communication user per system.
Procedure
Request your technical communication user as defined in SAP Note 2174416.
Replace generic users with the technical communication user(s) as instructed in SAP Note
2740667.

Unit 3: Basic Setup
Additional Information
SAP Note 2704804 - What's the difference between a Technical Communication User
(Solution Manager) and a regular S-User ID? - [FAQ]
Figure 44: Install SSL Certificates
A prerequisite is that the parameter ssl/client_ciphersuites is set to

150:PFS:HIGH::EC_P256:EC_HIGH.
For more information, see SAP Note 510007 - Setting up SSL on Application Server ABAP.
Import the following certificates into STRUST:
● VeriSign Class 3 Public Primary Certification Authority - G5
● Baltimore CyberTrust Root
● DigiCert Global Root CA
● DigiCert Global Root G2
Figure 45: Configure New Support Backbone Communication

Prerequisites
You have upgraded your SAP Solution Manager system to Support Package Stack 8
(recommended).
You have a technical communication user.
Procedure
Implement TCI 2793641 - Automated Configuration of new Support Backbone
Communication - Update 01
1. Execute task list New OSS Connectivity in STC01.
2. Choose the parameter icon of the task New OSS Comm: Create HTTPS Connections for
SAP Services (SM59) to open the UI.
3. Maintain the fields Technical Communication User, Password, and Router String (optional,
if required), and choose Return, Save, and Back.
4. Execute the task list by choosing the button Start/Resume Task List run in Dialog (F8).
5. Choose the detailed log icon of each task to see the results of the task execution.
Remarks
UI texts are only available when you use logon language English; Translation will be delivered
with SPs.
Existing destinations will not be overwritten unless a flag in the task UI is set, so the task list
can be executed several times to perform a connection test for the current destinations.
Previous task list runs can be monitored and continued through transaction STC02 (Task List
Run Monitor).
Troubleshooting
Choose the documentation icon of each task for additional information and troubleshooting
help.
If a connection test returns http code 0, make sure that the https port for system is
configured.
If a connection test returns https code 401 - Unauthorized, check that a technical user is
used. For more information, see https://support.sap.com/en/release-upgrade-
maintenance/maintenance-information/connectivity-to-sap.html, section Handling of
Technical Communication Users.
See SAP Note 2569813, error due to missing TADIR entries of TCI notes.

Unit 3: Basic Setup
Figure 46: Configure RFC Connectivity
Prerequisites
You have upgraded your SAP Solution Manager system to Support Package Stack 8
(recommended).
You have a technical communication user.
Procedure
1. In SAP Solution Manager Configuration (transaction SOLMAN_SETUP), open the System
Preparation scenario and navigate to step 3.1 (RFC Connectivity).
2. In the User Logon Information section, enter the following data:
Field Value
S-User for SAP Backend User for the SAP-OSS RFC destination.
This user must have permission to down-
load SAP Notes.
Password Password for the user of the SAP-OSS des-
tination
S-User for Communication A corporate S-user that doesn't have any
specific authorizations
3. Choose Maintain Connections to establish the connection to the support backbone.

Figure 47: Communication with SAP Support Backbone
To download SAP Notes, you require HTTP connection SAP-SUPPORT_NOTE_DOWNLOAD.
Prerequisites
To configure and run the connection successfully, you must have:
● Created and activated a technical communication user
● Established HTTPS communication channels
● Enabled server certificates to use SSL
● Checked the correct kernel version. You require kernel release >=742, which allows for
remote HTTPS connection.
● Configured STC01 and STC02
Procedure
This destination is created in SAP Solution Manager during setup with transaction
SOLMAN_SETUP in the tasklist. For a complete description of the configuration procedure for
this connection, see the help text in transaction SOLMAN_SETUP in step 3 for the guided
procedure System Preparation.
Execute report RCWB_SNOTE_DWNLD_PROC_CONFIG to configure download of SAP Notes
(Run transaction SA38 and enter the program RCWB_SNOTE_DWNLD_PROC_CONFIG).
The following customization is also provided to choose download of unsigned SAP Notes as
fallback via the report RCWB_UNSIGNED_NOTE_CONFIG.
Download of unsigned SAP Notes in SNOTE will be supported only until the end of 2019.

Unit 3: Basic Setup
Figure 48: Checklist for Note Assistant Update
With the update to the support backbone, digital signing of SAP Notes has become
mandatory. You must therefore enable Note Assistant (transaction SNOTE) to download and
upload digitally signed SAP Notes. Note Assistant must be enabled in each system in which it
is used. Use this checklist to make sure that your SAP Solution Manager system is able to
download digitally signed notes.
See SAP Note 2187425 to learn about preparing the Note Assistant to consume TCIs (that is,
SNOTE to be able to implement SAP Notes containing TCIs).
Prerequisites
You have performed the Customizing using the following reports:
● Defining Procedure for Downloading SAP Note (RCWB_SNOTE_DWNLD_PROC_CONFIG)
● Defining File Type for Downloading SAP Note (RCWB_UNSIGNED_NOTE_CONFIG)
Remark
If you have selected the option to download unsigned SAP Notes in the
RCWB_UNSIGNED_NOTE_CONFIG report, the system uses the RFC destination SAPOSS or
SAPSNOTE to download unsigned SAP Notes. For more information, see Defining File Type
for Downloading SAP Notes.
LESSON SUMMARY

Unit 3
Lesson 2
Understanding Technical Prerequisites
LESSON OBJECTIVES
Technical Prerequisites
Figure 49: Scenario
Figure 50: Lesson 2: Technical Prerequisites: Mandatory Configuration

Unit 3: Basic Setup
Figure 51: Lesson 2: Technical Prerequisites: Mandatory Configuration
For a description of how to set up the different types of technical systems, see Maintenance
of Products in the System Landscape at http://wiki.scn.sap.com/wiki/x/4I-uDQ.
Figure 52: Lesson 2: Technical Prerequisites
In SAP Solution Manager 7.2 the initial configuration moved completely to the Solution
Manager Configuration Step: Cross Scenario Configuration → Mandatory Configuration. You
can access the SAP Solution Manager Configuration with transaction SOLMAN_SETUP.
● Guided Procedure: Main steps -> Sub steps -> Activities

● Help section and documentation for every step
● Annotation capabilities
Before you start the initial configuration of IT Service Management, you should ensure that
System Preparation, Infrastructure Preparation, Basic Configuration, and Managed System
Configuration are successfully completed. Embedded Search and IT Infrastructure
Configuration are optional.

Lesson: Understanding Technical Prerequisites
Figure 53: Lesson 2: Overview SOLMAN_SETUP WebUI
Besides SAP Solution Manager basic configuration, specific configuration for ALM capabilities
such IT Service Management or Change Request Management is available in SOLMAN_SETUP.
Navigation
● Guided procedure with all steps for dedicated configuration
Help Section
● Provides detailed information for each step, such as what needs to be done and what will
happen in the background
Activities
● Lists all single activities during each step along with documentation for Customizing
activity
Log
● Shows detailed logs for each activity
Figure 54: Lesson 2: Activities Overview
To perform activities switch to edit mode and use the function Execute for automatic activities
or Start for manual ones.

Unit 3: Basic Setup
● Status
A green status icon is displayed if an activity has been performed correctly.
● Updates Needed
After SP upgrade necessary activities are marked.
● Type
Mandatory activities have to be performed.
● Comment
Enter required information.
● Navigation
Enables the jump in the target transaction.
● Execution Status
The status of manual activities should be set manually for documentation purposes.
LESSON SUMMARY

Unit 3
Lesson 3
Configuring ITSM Prerequisites
LESSON OVERVIEW
In this lesson, you will understand which technical prerequisites the Solution Manager must
fulfill to perform later the ITSM configuration.
Business Example
Your company has decided to implement ITSM in SAP Solution Manager 7.1. As a member of
the system administration team, you are responsible for the configura-tion of the IT Service
Management scenario. For this reason, you require the following knowledge: An
understanding of the prerequisites for the configuration of ITSM with SOLMAN_SETUP
LESSON OBJECTIVES
ITSM Prerequisites Configuration
Figure 55: Scenario

Unit 3: Basic Setup
Figure 56: Check ITSM Prerequisites Configuration
The first step of the ITSM configuration is checking the necessary prerequisites.
In Step 1.1 the prerequisites checks are performed automatically by the system for you.
In Step 1.2 you activate SAP Gateway Services (OData services) for IT Service Management.
In Step 1.3 you maintain your customer information like customer number and connection to
SAP.
In Step 1.4 you start the automatic performance of the ITSM scenario specific prerequisites.
The following figures provide details about each check, to be able to complete the necessary
prerequisites for implementation of ITSM.
Note:
Some steps of the ITSM configuration are consistent with some steps of the
Change Request Management configuration. As a result some tasks may already
be in a green state if you have already implemented Change Request
Management.
Figure 57: Check Prerequisites
In Step 1.1 the prerequisite checks are performed automatically by the system for you.

Lesson: Configuring ITSM Prerequisites
Figure 58: Check Central Correction Note
This activity checks the implementation of the Central Correction Note depending on your
Support Package.
This note has to be implemented during step 4.2 Essential ABAP Corrections in the System
Preparation.
Figure 59: Check Piece List Activation
This enables you to check if the piece list is active.

We recommend that you execute this activity automatically.
Requirements
The piece list with the standard SAP Customizing must be activated during the Basic
Configuration scenario.
For configuration in other SAP Solution Manager Configuration scenarios, you might require
additional authorizations.
Activities

Unit 3: Basic Setup
To perform this activity manually, proceed as follows:
1. In the Navigation column, start transaction SCC1.
2. Enter transport request AI_CUSTOMIZING.
3. Choose Start Immediately.
4. Confirm all dialog boxes.
If errors occur, refer to the Basic Configuration scenario, Configure Basic Functions (step 1),
Activate Piece Lists activity.
Note:
This activity is reused in the following scenarios:
● Requirements Management
● IT Service Management
● Change Request Management
This implies that all changes to status settings will be reflected in the above listed
scenarios.
Log files are also displayed across scenarios. As a result, you might see other user names due
to log files written in other scenarios.
Figure 60: Check Connection to SAP Backbone
This activity checks the RFC destinations SAP-OSS and SAP-OSS-LIST-O01.

Requirements
The piece list with the standard SAP Customizing must be active during the System
Preparation scenario.

Activities
If errors occur, in the System Preparation scenario, check the Set Up Connections to SAP >
RFC Connectivity step.
Figure 61: Check LMDB Configuration
In this automatic activity, you can check whether the full content synchronization between
SLD and LMDB is finished.
Requirements
Activities
If errors occur, refer to the Infrastructure Preparation scenario, Set Up Landscape
Management step and check the relevant activities.

Unit 3: Basic Setup
Figure 62: Check Background Jobs
In this automatic activity, you can check if the following jobs are running:
● REFRESH_ADMIN_DATA_FROM_SUPPORT
● SM:GET CSN COMPONENTS
● SM:LONG FILE EXT DOWNLOAD
Recommendation
These background jobs will be scheduled in the Basic Configuration (Step 5) with the user
that you created in the Customizing activity User for Background Job.
Background Job
● SMSETUP: ITSM_INC_CHECK_JOBS
Activities
In the case of errors, refer to the Basic Configuration scenario, Schedule Jobs step activity in
SAP Solution Manager Configuration (transaction SOLMAN_SETUP), and schedule the
relevant jobs.
In Detail
REFRESH_ADMIN_DATA_FROM_SUPPORT
The job periodically reads administrative data from SAP Support systems using RFC
connection SAP-OSS and buffers them in the SAP Solution Manager system. This data is
required for service connections and for the Support Desk (for example: system data
synchronization with SAP Support Portal).
● ABAP program: AI_SC_REFRESH_READ_ONLY_DATA
● Start time: We recommend an immediate start.
● Repetition period: We recommend daily execution.

Note:
The user needs authorization for system data maintenance in the SAP Support
Portal. So that this job works, the user who created the job must first be
maintained in the AISUSER table.
SM:GET CSN COMPONENTS

This report gets the application components from CSN and saves them into tables. It is
scheduled every week, since ST400.
SM:LONG FILE EXT DOWNLOAD
Download from CSN and update the long file extensions that can be handled for incident
exchange (alert inbox and message creation). Scheduled weekly, since ST400. This report
replaces the old AI_SDK_FILL_FILE_TYPE_TABLE report.
More Information
See SAP Note 894279 - Background processing in SAP Solution Manager.
Figure 63: Check Service Activation
This activity checks if the ITSM-relevant SICF Services for Web Dynpro and BSP applications,
that are required for all scenarios in SAP Solution Manager, have been activated during Basic
Configuration of SAP Solution Manager (Step 1).
If this check could not be performed correctly, execute the following activity via Basic
Configuration (Step 1): Activate Services.
These services will be checked:
● WEB DYNPRO ABAP
● SM_BASIC_SETTINGS
● SM_BASIC_SETTINGS_2

Unit 3: Basic Setup
● SM_CRM_UI
● SM_MONITORING
● SM_CROSS_SCENARIO
● SM_JOB_SCHEDULING
Background Job
● SMSETUP: ITSM_ACT_SERVICE
Requirements
The SICF services have to be activated in the system during the Basic Configuration scenario.
Check Service Activation
You can check whether the services are active.
1. Select the hierarchy type SERVICE.
2. Choose Execute.
3. Select the service.
4. Choose the context menu option Test Service (For all services: /default_host...).
After activation, the system displays all activated services.

Activities
In the case of errors, refer to the Basic Configuration scenario, Configure Basic Functions
step in the SAP Solution Manager Configuration (transaction SOLMAN_SETUP), Activate
Services activity.
Figure 64: Check Number Range Intervals
In this automatic activity, you check the existence of number range intervals for the number
range objects needed for incidents and problems.
The following objects are checked and corrected if necessary:
● CRM_INCDNT Incident
● CRM_PROBLM Problem

If no number range interval exists for one of these objects, the system automatically creates a
number range interval '01' from number 8000000000 to number 8999999999.
Background Job
● SMSETUP: ITSM_INC_CHK_RANG
Activities
For manual execution, use the link in the Navigation column to open transaction SNUM and to
check the number range intervals manually.
Figure 65: Check IBase Component
This automatic activity checks if the activities in the step Infrastructure Preparation ->
Configure CRM Basics have been successfully performed.
With transaction IB52 you check the availability of IBase objects for SAP systems.
Background Job
● SMSETUP: ITSM_CHK_IBASE
Activities
To check manually whether the activities have been performed, switch to the Infrastructure
Preparation scenario and check for activities that do not have a green status in the Configure
CRM Basics step.
More Information
An installed base represents the collection of products that a particular customer has
purchased.
It is used to track and maintain products for which services must be rendered.
It contains information about the serviceable items and other supporting information that are
relevant to a service scenario.
For more information about IBase Management, see Day 3 EGI ITSM.

Unit 3: Basic Setup
Figure 66: Check SAP Connection Configuration
This activity checks whether the infrastructure is set up for enabling SAP Solution Manager to
send notifications using e-mail and text messaging.
Activities
For a manual check, switch to the Mandatory Configuration > Infrastructure Preparation
scenario, in the Set up E-Mail Communication step. In the Configure SAPconnect screen area,
check whether the settings are correct.
Note:
● Quality Gate Management
scenarios.

Figure 67: Check Clear Caches for Launchpad
In this automatic activity, you can check whether in the scenario Basic Configuration, the
activity Clear Caches for Launchpad has been performed.
If it has not been performed and you do not have authorization to perform it, contact your
system administrator.
For more information, see the help text in the scenario Basic Configuration, step Configure
Basic Functions, activity Clear Caches for Launchpad.
Note:
● Quality Gate Management
scenarios.

Unit 3: Basic Setup
Figure 68: ITSM Enable Gateway Services
In this step, you activate SAP Gateway services (OData services) for IT Service Management.
You need these to enable the SAP Solution Manager Fiori launchpad and the SAP Fiori apps
and mobile applications for IT Service Management.
Note:
The scenario configuration user cannot activate SAP Gateway services. You need
administration authorization to activate SAP Gateway services.
There are two typical use cases for SAP Gateway services:
● Use case A (default): SAP Gateway is operated on the ABAP system of SAP Solution
Manager. In this case, you select the SAP Gateway services in this step in SAP Solution
Manager, which are then activated by the system.
● Use case B: The SAP Gateway that is relevant for SAP Fiori apps is operated on a remote
(separate or central) system. In this case, you activate the SAP Gateway services manually
on the relevant SAP Gateway system with transaction SPRO.
Requirements
To work with the SAP Solution Manager launchpad, you must activate the following SAP
Gateway services:
● Services for the Fiori launchpad, external service names INTEROP, PAGE_BUILDER_PERS,
PAGE_BUILDER_CONF, PAGE_BUILDER_CUST, TRANSPORT
● Service for Guided Procedure Authoring Documents, external service name
GPA_ODATA_DOC_SRV
For Use Case A, you activate these services under SAP Solution Manager → Cross-Scenario
Configuration → Mandatory Configuration → Infrastructure Preparation, step Enable Gateway
Services, in the List of Gateway Services, under Cross Scenario Configuration.
For Use Case B, you activate these services in the relevant system with transaction SPRO
under SAP Solution Manager Implementation Guide → SAP Customizing Implementation
Guide → SAP NetWeaver → SAP Gateway → OData Channel → Administration → General
Settings → Activate and Maintain Services; and in SAP Solution Manager, step Enable
Gateway Services (for path, see above in Use Case A), you have selected the checkbox I
confirm that activation was performed on remote SAP Gateway.
Activities

For Use Case A, to activate SAP Gateway services in the system of SAP Solution Manager, in
this step proceed as follows:
1. In the list of gateway services, select the following services:
● Create Incident (mandatory), external service name

AI_CRM_GW_CREATE_INCIDENT_SRV
● My Incidents (mandatory), external service name AI_CRM_GW_MYMESSAGE_SRV
● Resolve and Dispatch Incidents (mandatory), external service name

AI_CRM_GW_RES_DISP_INCIDENTS_SRV
2. Choose Activate. If the system asks you to do so, create a new customizing transport
request or provide an existing request. This leads to the following actions, which are
performed automatically by the system:
● Activating the selected SAP Gateway services
● Creating missing ICF nodes
● Creating the LOCAL_SM system alias for the SAP Gateway system (if it doesn't exist
yet) by using your customizing transport request
● Assigning the SAP Gateway services to the LOCAL_SM system alias (if it hasn't been
done already) by using your customizing transport request
Note that if there are mandatory services that you have not activated, the status of this step is
red.
For Use Case B, to activate SAP Gateway services in remote SAP Gateway system, proceed
as follows:
1. In Customizing (transaction SPRO), start the SAP Solution Manager Implementation Guide
and navigate to SAP Customizing Implementation Guide → SAP NetWeaver → SAP
Gateway → OData Channel → Administration → General Settings → Activate and Maintain
Services.
2. For IT Service Management, select the following services:
● Create Incident (mandatory), external service name

AI_CRM_GW_CREATE_INCIDENT_SRV
● My Incidents (mandatory), external service name AI_CRM_GW_MYMESSAGE_SRV
● Resolve and Dispatch Incidents (mandatory), external service name

AI_CRM_GW_RES_DISP_INCIDENTS_SRV
3. In SAP Solution Manager, step Enable Gateway Services, select the checkbox I confirm
that activation was performed on remote SAP Gateway.

Unit 3: Basic Setup
Figure 69: ITSM Prerequisites Configuration
In step 1.3, you can manually configure prerequisites. This includes the enablement of
business functions for IT Service Management maintaining SAP customer numbers, and
setting up SAP connections for customers.
Figure 70: Enable Business Functions for ITSM
In this activity you set switches to activate additional functions to use the functions below.
Use transaction SFW5 to activate the following business functions:
● BC_SRV_STW_03: Enable social media ABAP integration 3

● CRM_ES_BY_ATTACHMENT: Search in business object attachments. Attachments search
their contents in Embedded/Enterprise Search
● CRM_IC_CEBP: IC and communication-enabled business processes, for example for
checklists
● CRM_IC_INBOX: IC inbox extensions (reversible)

● CRM_IC_INBOX_2: IC inbox extensions 2 (reversible)

● CRM_INF_1: Infrastructure (used for embedded / enterprise search)
● CRM_ITSM: Service request enhancements, for example, to search for transactions "With
my involvement", displaying a pushbutton that indicates attachments, ranking calculation,
and decision-based checklists
● CRM_ITSM_ALERTS: Notification framework and e-mail (reversible)
● CRM_ITSM_BULLETINS: Bulletin board
● CRM_ITSM_COM: Content and text management
● CRM_ITSM_PROCESS_TIMES_MGMT: Management of processing times (reversible)
● CRM_KA_CI_2: Knowledge article content preview (see SAP Note 1619457)
● CRM_RMD: Rule modeler usability
● CRM_SHSVC: Multifunctional shared service integration center, for example for checklists
● CRM_SWI_1: Integration of SAP Jam with SAP CRM
● CRM_TM_1: Enlarged text area and filters in text log
● UI_FRW_1: UI framework
● UI_FRW_1_DOCU: UI framework documentation
Requirements
Before you activate a business function:
● Read the business function documentation, especially the Documentation and Release
Information columns.
● Check the documentation of the switches in the business functions. Use transaction SFW2
to find the switches for each business function.
Activities
To activate a business function:
1. Select the Planned Status checkbox.
2. Choose Activate Changes.

Unit 3: Basic Setup
Figure 71: Maintain SAP Customer Number
This activity checks whether your SAP customer numbers are entered correctly.
In the Basic Configuration scenario, you schedule the
REFRESH_ADMIN_DATA_FROM_SUPPORT job that updates the SAP customer numbers.
Activities
1. From the Navigation column, open the SAP Customer Numbers view.
2. Check whether your SAP customer number(s) are correct.
● For service providers: For more information, see Customizing for Service Provider
under SAP Solution Manager → SAP Partner.
● For all other scenarios: Leave all other fields empty.
You can also copy and insert an existing list.
Figure 72: VAR Scenario Specific Configuration (Optional)
You only have to perform this Customizing activity if you manage several SAP customer
numbers.

In this activity, you can enable sending data to cross-customer destinations at SAP.
Figure 73: VAR Scenario Specific Configuration (Optional)
You only have to perform this Customizing activity if you manage several SAP customer
numbers.
You generate RFC connections for multiple customer numbers. Generation of an RFC
connection for customer numbers depends on whether you have entered a representative for
your customer numbers in the V_AISAPCUSTNOS view.
Requirements
● RFC connection SAP-OSS
● Check entries in view V_AISAPCUSTNOS
● Check for which customer numbers you have entered representatives. This determines
your further processing.
Activities
Procedure for customers with a representative assigned:
Set a parameter value for the RFC connection for several customer numbers. The system
uses the RFC connection SAP-OSS.
1. Set the field value for the parameter ONE_RFC_TO_SAP_FOR_ALL_CUST to 'X'.

If the parameter does not exist, you must enter it yourself. Proceed as follows:
a. Choose the New Entries button.
b. Enter the following data:
● Field: ONE_RFC_TO_SAP_FOR_ALL_CUST
● Serial number: 1
● Field value: X
● Description: RFC connection to SAP Support Global Backbone
2. Save.
Procedure for customer numbers with no representative assigned:

Unit 3: Basic Setup
1. Run the report SM_CONFIG_RFC.
2. See the report description.
Figure 74: Create Hierarchy for Service Products
In this automatic activity, you define the basic hierarchy for the product type 'Service' with
assignment of set types.
Furthermore, the standard service product 'Investigation' is created which is responsible as
default SLA time schema.
Requirements
No basic hierarchy is available for the service product type.
Default Settings
For more information about hierarchies, categories, set types, and attributes in SAP CRM, see
the SAP Help Portal under SAP Business Suite → SAP Customer Relationship
Management → SAP CRM <No. of your release> → Application Help → <your
language> → Master Data → Products → Concepts.
Activities
Create the basic hierarchy for the service product type, if it does not exist yet.
There are three possibilities:
Execute this automatic activity to create the hierarchy automatically, if it does not exist yet.
It creates the following hierarchy:
● SRVC_HIER Base Hierarchy for Service
● |--SRVC_ROOT Root Category
● |--SRCV_PPROD Service Products
The product "INVESTIGATION" is created and assigned to category SRCV_PPROD.

Furthermore the new hierarchy is defined as the base hierarchy for services.

The following set types are assigned to category SRCV_PPROD:

● CRMM_PR_SRVENT Default Values for Service Contracts
● COMM_PR_SHTEXT Descriptions
● CRMM_PR_TAX Product Taxes
● CRMM_PR_SALESA Sales: Control Fields, Quantities
● CRMM_PR_SALESG Sales: Groupings
● COMM_PR_LGTEXT2 Sales: Texts
● COMM_PR_SRV Basic Data on Services
● COMM_PR_UNIT Units of Measure
● CRMM_PR_BTR Transaction Control Fields
● COMM_PR_LGTEXT1 Basic Texts
For manual execution run transaction AICRM_PRD_SETUP_SRV.

Create the hierarchy manually in transaction COMM_HIERARCHY and the product via
transaction COMMPR01.
Figure 75: Schedule Background Job SAP Communication
This activity enables you to schedule important periodic jobs needed for IT Service
Management with the conditions below.
Default Settings
SM: REFRESH MESSAGE STATUS
This periodic job synchronizes messages between SAP and SAP Solution Manager IT Service
Management.
● ABAP program: AI_CRM_IM_UPDATE_FROM_SAP

Unit 3: Basic Setup
● Report variant: By default, the report has no variant. To create a variant, see the
documentation of the report parameters in the SAP Note 1516780.
● Start time: Immediately.
● Repetition period: By default, the report is scheduled hourly. We recommend hourly to
quarter-hourly execution, according to your requirements.
● Job user: The job is scheduled to be executed by user SOLMAN_BTC.
Activities
When executing the automatic activity, the system schedules the job automatically.
To execute it manually, use the link in the column Navigation to open transaction SM36, and
schedule the job manually.
Figure 76: Create BCOS_CUST Entry
This activity enables you to configure where to create messages out of the SAP Solution
Manager system itself using the SAP GUI menu Help → Create Support Message.
Default Settings
If a user creates a message using Help → Create Support Message, the system checks in
which SAP Solution Manager system the message is to be created. The system uses the RFC
destination that is given in the table BCOS_CUST.
Activities
This automatic activity inserts the following entry into table BCOS_CUST: OSS_MSG W NONE
CUST620 1.0.
The entry is only created if BCOS_CUST does not already contain an entry for the application
OSS_MSG.
You can also insert the entry into table BCOS_CUST manually by using transaction SM30.

Figure 77: Configure SAP Fiori Launchpad
This is an automatic activity. It enables you to configure that users can report incidents from
the SAP Fiori launchpad (Contact Support).
This activity is used in the Perform Prerequisites -> Configure Automatic Prerequisites step
as well as in the Configure UI -> Set Up SAP Fiori Apps step. Any changes to status settings in
this activity will be reflected across these steps.
Requirements
● BAdI implementation AI_CRM_IM_FLP_EMB_SUPP_BADI is active. The active status is
delivered as standard. To manually confirm this, call transaction SE19. Select the
enhancement implementation AI_CRM_IM_FLP_EMB_SUPP. Check if the BAdI
implementation AI_CRM_IM_FLP_EMB_SUPP_BADI is active.
● In the BCOS_CUST view, an RFC destination is available; see the Perform Standard
Configuration > Configure Automatically step, Create Messages Customizing
(BCOS_CUST) activity.
Activities
You perform this activity automatically.
The activity enters the following data in the /UI2/EMB_SUP_CON table:
● Name: Scenario
● Client: [Number of the SAP Solution Manager system client in which you perform this
activity]
● Value: SOL_MAN_INT
From the link in the Navigation column, you can display the table to verify the data.
If you want to perform the activity manually, call transaction SE16. Go to table /UI2/
EMB_SUP_CON and enter the table data listed above.

Unit 3: Basic Setup
Figure 78: ITSM Prerequisites Configuration Finished
LESSON SUMMARY

Unit 3
Lesson 4
Configuring ITSM Basis
LESSON OVERVIEW
In this lesson, you will learn how to perform the configuration of ITSM with SOLMAN_SETUP.
Business Example
the system administration team, you are responsible for the configuration of the IT Service
Management scenario. For this reason, you require the following knowledge: Perform the
ITSM configuration with SOLMAN_SETUP
LESSON OBJECTIVES
ITSM Basis Configuration
Figure 79: Scenario

Unit 3: Basic Setup
Figure 80: ITSM Basis Configuration
Figure 81: Copy Transaction Types
What is a transaction type?

ITSM processes are technically based on transaction types. Each process has its own
transaction type. Transaction types represent a set of different configuration settings. This
set of configuration settings represent information and functions within a process (for
example, defined workflow, actions, partner functions).
Description
Overview of ITSM-relevant business transaction types:
● The transaction type for the Incident is called SMIN
● The transaction type for the Problem is called SMPR
● The transaction type for the Service Request is called SMRQ

Lesson: Configuring ITSM Basis
● The transaction type for the Incident Template is called SMIT

● The transaction type for the Service Request Template is called SMRT
● The transaction type for the Knowledge Article is called KNAR
1. Choose Start Transaction.
2. Enter the source transaction type SMIN and target transaction type YMIN.
3. Enter the names for corresponding Y*-profiles.
4. Perform the copy action also for SMPR to YMPR.
Copy Report
As well as the SOLMAN_SETUP activity, you can also call the report AI_CRM_CPY_PROCTYPE
to open the Transaction Type Copy Tool.
In Detail
Copy option:
1. To select a source transaction type, use the value help.
2. Enter a target transaction type. This transaction type must be in the customer namespace
and must not already exist.
3. Choose Execute.
4. If the option Display Preview is active, a preview of the results is displayed. To continue
choose the Execute button.
● If the last three characters of the target transaction type are different from the source,
a warning is displayed.

Unit 3: Basic Setup
● If you change more than the first character of the transaction type, a warning is
displayed. In this case the copied conditions might not work.
- In the case of Incident Management you can ignore the message.
- In the case of Change Request Management you have to check all conditions.
- Depending on the client settings you have to supply a transport request.
Update option:
1. Choose a transaction type from the value help.
2. Choose Execute.
● Source information is read from the copy log.
● All new entities are added.
● All copied entities are updated from the source.
● Manually added entities (actions, status values..) are not changed.
● Changes to copied entities are reset to standard.
3. Depending on the client settings you have to supply a transport request.
Display option:
1. Enter an existing transaction type.
2. Choose Execute.
The complete customizing is shown.
Within this step also the existing and the newly created Business Transaction Types for
Incidents and Problems are maintained:

● Set Default Transaction Type

● Choose Scenario
● Set Channel
● Assign Number Range
Enable copied Incident Transaction Type:
1. Choose the Incidents tab.
2. Choose Add if the copied transaction YMIN is not visible.
3. Select your specified business transaction type.
4. Choose the Default Transaction Type radio button.
5. Choose the scenario Standard.
6. Set CRM UI as the channel.
7. Save your settings by choosing the Save button in the header.
Add all your incident transaction types (such as YMIN) to the section Incidents.
The default transaction type is set as PROCESS_TYPE in transaction DNO_CUST04.
This transaction type will be used by all processes as the default transaction type
If you have more than one copied incident transaction type, maintain these as
PROCESS_TYPE_ADD.
Maintain number ranges:
2. Choose Maintain Number Ranges.
3. Choose CRM Service Request.
4. Choose Edit Intervals.
5. Choose Insert Interval.
6. Define a new interval:- Sequence number- From number- To number- Current number
7. Choose Insert and Save.
As standard the predefined number ranges are automatically used in the new transaction
types.
To add another number range, choose Maintain Number Range.
Maintain the created number range for the ITSM standard scenario:
2. Choose Refresh. The new number range is available.
3. Choose your related number range.
4. Choose Save.

Unit 3: Basic Setup
Figure 84: Copy Control for Transaction Types
Figure 85: Copy Control for Transaction Types
After copying the transaction types, the entries for creation of follow-up documents have to
be adapted.
This means to define the source and target transaction types, for example, if it should be
possible for a user to create a problem out of an existing incident.
Description
In this step, you define the control for copying business transaction types.
To do this, you enter a source transaction type and a target transaction type, and define the
corresponding conditions for this combination.
Requirements

The transaction type is copied.
Figure 86: Mapping for Copy Control
In this activity, you specify the rules for creating follow-on documents. The copy rules refer to
a source transaction type and a target transaction type. You can use the control options to
define which data the follow-on document contains. For texts and dates, you have to define
specific mapping rules; otherwise these are not clearly assigned when copying.
Figure 87: Mapping for Copy Control
1. Choose Start Transaction.
2. Select the line where the source is YMIN and the target is SMPR.
3. Choose the Copy As button.
4. Enter YMIN for the source type and YMPR for the target type.

Unit 3: Basic Setup
5. Choose the Return button and copy all.
6. Adapt the checkboxes according to your needs.
In Detail
Search for your customer transaction type in the Source Transaction Type column.
Assign the customer transaction type you are using in the Target Transaction Type column.
If you want to set up copying control for creation of follow-up activities for specific transaction
types, you need to make the required settings in this activity and also under Customer
Relationship Management → Transactions → Settings for Activities → Activate Copying
Control for Activities.
You also have the option of entering a copying routine. Customers with particular
requirements for copying control can enhance the conditions according to their
requirements. You can enhance your own data transfer routines using BAdI methods. You can
select the available routines here.
You create the available routines in Customizing under Customer Relationship
Management → Transactions → Basic Settings → Copy Control for Business
Transactions → BAdI: Enhancements for Copying Control.
Figure 88: Maintain Solution Categories
In this activity, you define solution categories.

They are used as an additional classification of transactions like incidents or problems.
For example, a known error or problem caused by changes.
The solution category can be set after a final solution has been found. It has mainly reporting
benefits to analyze the efficiency of the Problem Management.

Note:
Customizing: SAP Solution Manager → Capabilities (optional) → IT Service
Management → General Settings → Define Problem Category.
Alternatively you can maintain the solution category in table
CRMV_SRQM_PRBCAT in the maintenance view of transaction SM30.
Figure 89: Define Authorization Scope for Knowledge Articles
In this manual activity, you define which user groups are authorized to access knowledge
articles. For example, you can restrict the access to knowledge articles to internal use only.
The authorization scope of knowledge articles is checked using the authorization object
CRM_AUTHSC.
Activities
1. Choose KNOWLEDGEARTICLE.
2. Define the authorization scopes for knowledge articles.
Figure 90: Configure BW Reporting
In this step, you configure BW reporting for IT Service Management.

Unit 3: Basic Setup
Figure 91: Define Extraction Settings
Activities
You prepare BW reporting for IT Service Management using the following steps:
1. BW Settings
By choosing Activate BW Content, you trigger a background job to prepare all BW objects
that are required by the BW reports. You need to complete this step before you continue
with the Extraction Settings.
We recommend performing this step again after an update to SAP Solution Manager, so
that the latest version of BW content is always installed and compatible with the extraction
settings.
2. Extraction Settings
a. Enter the extraction parameters and choose Save. This automatically adjusts the
extraction settings.
b. Enter the following data:
● Extraction Interval: Default time (in minutes) between two extractions. Enter a
number between 1 and 1440.
● Initialize: If you select this checkbox, you delete all data in BW, reset the extraction
settings, and load everything back from IT Service Management. Note that data
that has already been deleted or archived from IT Service Management is not
recovered by this option.
● Time Zone: Time zone of the report. All information is displayed in this time zone. If
you need to adjust this parameter, the Initialize option must be checked.

● Extraction From: Start date of the report. Only the documents created after this
date are loaded into BW. If you need to adjust this parameter, the Initialize option
must be checked.
● Package Size: Number of documents for each extraction.
● Snapshot Pattern: Configuration of the snapshot extraction. The snapshots are

used to report the Open Document KPIs. You can configure weekly, monthly, or
both weekly and monthly snapshots, so that you are able to see weekly/monthly
trends of the "Number of Open Documents". You can also select a particular day,
within a week or month, when the snapshot is to be taken.
Figure 92: Choose Transaction Type for Reporting
In this step, you specify which transaction types are included in the report.
You configure incidents and problems independently of one another.
Activities
1. Choose the transaction types for which you want to enable reporting.
2. Save your entries.
LESSON SUMMARY

Unit 3: Basic Setup

Unit 3
Learning Assessment
1. The Support Backbone Update requires at least which SAP Solution Manager 7.2 SP?
X A SP06
X B SP07
X C SP08
X D It is irrelevant which SP is installed
2. Before you start the initial configuration of IT Service Management, you should ensure
that which of the following technical prerequisites are successfully completed?
X A System Preparation
X B Infrastructure Preparation
X C Basic Configuration
X D Managed System Configuration
X E Embedded Search
X F IT Infrastructure Management
3. Before you start customizing it is necessary to ...?

X A Perform the basic setup
X B Set up reporting
X C Copy transaction type into the customer namespace

Unit 3
1. The Support Backbone Update requires at least which SAP Solution Manager 7.2 SP?
X A SP06
X B SP07
X C SP08
X D It is irrelevant which SP is installed
2. Before you start the initial configuration of IT Service Management, you should ensure
that which of the following technical prerequisites are successfully completed?
X A System Preparation
X B Infrastructure Preparation
X C Basic Configuration
X D Managed System Configuration
X E Embedded Search
X F IT Infrastructure Management
3. Before you start customizing it is necessary to ...?

X A Perform the basic setup
X B Set up reporting
X C Copy transaction type into the customer namespace

UNIT 4 Master Data
Lesson 1
Creating Business Partners 101
Lesson 2
Maintaining the Organizational Model 121
Lesson 3
Managing the Installed Base Components 129
UNIT OBJECTIVES
● Create business partners

● Maintain the organizational model
● Manage the installed base components

Unit 4: Master Data

Unit 4
Lesson 1
Creating Business Partners
LESSON OVERVIEW
This lesson introduces the concept of business partners. Business partner is the generic term
used to refer to the parties involved in your interactions with customers. First the general idea
of business partners is presented. Then the most important business partner roles that are
used in IT Service Management are described.
Business Example
Your company wants to implement the Incident Management processes. They are planning to
use SAP Solution Manager IT Service Management for this. As an SAP system administrator,
you are responsible for the SAP Solution Manager system in your company. Because IT
Service Management uses business partners, you want to know how to create and maintain
business partners in the SAP Solution Manager system for the IT Service Management
scenario.
LESSON OBJECTIVES
Different Ways to Create Business Partners
Note:
This unit covers master data such as business partners or installed bases. These
master data are needed both for IT Service Management and for Change
Request Management. For example you need to know who has created an
incident (Reported by), who is working on it (Message Processor), and who will
pay for it (Sold-To Party). Or if there is an incident sent from one of your
production systems which leads to a request for change, you need to know the
development system that belongs to the production system. The focus of this
unit is on the first two lessons. The third lesson should be kept rather short. It
serves as a kind of "additional information".

Unit 4: Master Data
Figure 93: Unit Overview
This unit starts with a lesson about business partners. Each person in CRM-based processes
is identified as a business partner, and has its business partner ID throughout the process.+
Then there is a lesson about the installed base components. For some functions, such as IT
Service Management or Change Request Management, the system landscape must be
defined as installation (IBase).
Finally there is a lesson on the organizational model. In this lesson we discuss the settings for
automatically determining organizational units in transaction documents.
Figure 94: Scenario

Lesson: Creating Business Partners
Figure 95: Process Overview and Used Transaction Types
Overview of the Incident Management and Change Request Management processes.

The term incident describes an issue that a system user wants to be handled e.g. by the it-
department of his company. Through IT Service Management functionality the system
provides the functionality for the system user to create support messages and ask for help
concerning SAP and also non-SAP related issues (these messages can by handled internally
or forwarded to the SAP support). These support messages will be directed to a support
team, which then handles these issues. If multiple related issues with the same cause occur
the support team has the possibility to create a problem, which leads to a deeper
investigation. After the problem has been investigated it's possible to create a knowledge
article that allows a faster handling of the related incidents in the future. Furthermore it may
be beneficial to realize a change in your system, that eliminates the cause of the incident. This
course focuses on Incident Management. For more detailed information about Change
Request Management refer to course SM255.

Unit 4: Master Data
Figure 96: Why Business Partners are Needed
Business partners are any parties in which your company has a business interest.You can
create and manage your business partners centrally for different business transactions, and
reflect the different roles they play, such as sold-to party. These roles are assigned to a
business partner as partner functions, which can define rights and responsibilities of a
business partner in a business transaction.
An incident (support message) contains a number of different business partners.
For the incident, in SAP standard six partner functions are predefined.
They can be changed in SAP Reference IMG (transaction SPRO), area
SAP Solution Manager Implementation Guide→ Customer Relationship Management→ Basic
Functions→ Partner Processing→ Define Partner Determination Procedure.

Figure 97: Partner Functions (1)
● Reported by: Stores the business partner ID of the message creator ("Which user was
reporting the problem?").
● Contact Person: A business partner in this business partner role acts as intermediary to an
organization with which business contact is maintained.
● System Administrator: Stores the business partner ID of the system administrator ("In
case of maintenance, who is the administrator of the system?".
● Support team: Stores the business partner ID of the responsible organizational unit
("Which support team is responsible for message processing?").
● Message Processor: Stores the business partner ID of the assigned employee ("Which
employee of the support team is assigned as message processor?").
● Sold-to Party: Stores the business partner ID of the customer ("Which customer is going to
pay for the support service?"). The partner function sold-to-party is obligatory and may
not be deleted.

Unit 4: Master Data
Figure 98: Partner Functions (2)
Settings in the partner determination procedure allow you to control which partners are
mandatory and which can be entered optionally.
Using access sequences in partner determination allows you to determine partners
automatically once the incident is created.
Partner determination can also be triggered using action processing.
Note:
Although the partner determination procedure for incidents according to SAP standard is
SMIN0001 (Incident Partner Header), the partner functions in this profile often start with
SLFN (for example SLFN0001 for the system administrator).
Hint: SLFN is the transaction type for Service Desk messages in SAP Solution Manager 7.0.
Partner Determination is covered in a different lesson that comes later in this class.
Figure 99: Business Partner Concept - Categories

The mentioned business partner categories are delivered with SAP systems. Additional
categories cannot be defined.
● The organization represents units such as a company, a department of a company, a club,
or an association.
In addition to a legal person, parts of a legal person can be mapped as a business partner.
Organization is an umbrella term for mapping every kind of situation in the day-to-day
business activities. Therefore, a branch or purchasing department, for example, represents
just parts of a legal person.
● A group specifies a shared living arrangement, a married couple, or an executive board.
For SAP Solution Manager scenarios, this category is of lower importance.
Caution: The business partner category cannot be changed after a business partner has been
created/saved.
Note: Business Partners don't necessarily have to be related to a system user. They can also
be used to define persons, groups or organizations that your company is involved with.
For general business partner settings, use SAP Reference IMG (transaction SPRO), area SAP
Solution Manager Implementation Guide→ SAP Customizing Implementation Guide→ Cross-
Application Components→ SAP Business Partner.
Figure 100: Business Partner Concept - Business Partner Roles (1)
The role Business Partner (General) can be considered a mandatory role. You can assign
more than one business partner role to a business partner. General information such as
name, address, and bank details only has to be entered once.
All applications or industry business solutions that use the SAP Business Partner function
provide special business partner roles.
You can assign more than one business partner role to a business partner. General
information such as name, address, and bank details only has to be entered once. All
applications or industry business solutions that use the SAP Business Partner function
provide special business partner roles.
Note: It is possible to define customer-specific business partner roles in SAP Reference IMG,
area

Unit 4: Master Data
SAP Solution Manager Implementation Guide → SAP Customizing Implementation Guide →

Cross-Application Components → SAP Business Partner → Business Partner → Basic
Settings → Business Partner Roles → Define BP Roles.
Figure 101: Business Partner Concept - Relationships (1)
A business partner relationship forms a business-relevant connection between two business

partners.
Business partner relationship categories describe the business-relevant relationship between
business partners.To show that two business partners have a particular relationship to one
another, you assign them a relationship category. The relationship category describes the
properties of a relationship and characterizes it with attributes.
By entering a start and end date, a business partner relationship can be given a time limit. For
example, you can get an overview of the periods during which a particular company operated
as a shareholder of an organization.
Note: You can use the Business Data Toolset (BDT) to assign additional relationship
categories. To do this, use the BP Relationships: Task Menu (transaction BUMR).
Note: In case you use the BP Relationship: Task Menu and want to switch back to the
standard SAP Easy Access menu, enter transaction S000.

Figure 102: Business Partner Concept - Relationships (3)
There is a difference between a one-way business partner relationship category and a two-
way business partner relationship category. In a one-way relationship category, the
relationship extends from one partner to another, but not vice versa (for example, "is
employee of"). An example of a two-way relationship is "is married to".
When maintaining a business partner in the SAP Solution Manager system, the business
partner role Business Partner (General) is always used.
Depending on the available business partner roles (defined in Customizing), other business
partner roles can be added. Depending on the role, more tabs and fields become available.
It is possible to delete role assignments. In this case, the related business partner data is not
deleted. To delete a role assignment, choose the Role Detail icon next to the Display/Change
in BP Role dropdown list.
Hint: It is possible to define field attributes (for example, mandatory fields) per business
partner role. For details, see SAP Reference IMG (transaction SPRO), area
SAP Solution Manager Implementation Guide → SAP Customizing Implementation Guide →
Cross-Application Components → SAP Business Partner → Business Partner → Basic
Settings → Field Groupings → Configure Field Attributes per BP Role.

Unit 4: Master Data
Figure 103: Create Business Partner with Transaction BP
Business Partners can be created with transaction BP (Maintain Business Partner).

Hint: In this transaction, user-specific settings can be maintained by choosing Extras →
Settings:
• It is possible to change the appearance of the Locator (search tool) from Full Screen to
Narrow.
• The active flag Security Check with Role Change in Create Mode leads to a dialog box after
the user changes from role Business Partner (General) to any other role, for example
Employee.
The screenshot shows the creation of a Business Partners with Business Partner Role
"Business Partner (General)"
The partner function Reported by (technical key: SLFN0002) stores the business partner ID
of the message creator and answers the question "Which user reported the problem?".
When the incident is created (e.g. through the Help → Create Support Message button), the
user can be retrieved automatically provided that a business partner has been maintained for
the message creator.
In transaction BP (Maintain Business Partner), choose Create Person if you would like to
create a business partner that represents a natural person.
Maintain mandatory and general data, for example Name, Standard Address, and Telephone
number.

Figure 104: Link Business Partner to System User
To identify the business partner automatically as message creator, the business partner has
to be maintained in the SAP Solution Manager system for the system(s) that the
corresponding user can log on to.
The identification can be maintained on the Identification tab of the role.
For each system, maintain the ID Type CRM001 (External System Identifier).
The identification number is <System ID> + <BLANK> + <Installation Number> + <BLANK> +
<Client> + <BLANK> + <Username> (see screenshot).
Figure 105: Creation of Business Partners with BP Role Employee (1)
The partner function message processor (technical key: SLFN0004) stores the business
partner ID of the assigned employee and answers the question "Which employee of the
support team is assigned as message processor?".
To create a business partner that is intended to be a message processor

Unit 4: Master Data
● create a new Person in transaction BP (Maintain Business Partner) and maintain general
data such as Name, Address, and telephone number.
● choose the business partner role Contact Person in the field Create in BP role and -
depending on the security settings - choose Save in order not to lose data that is already
maintained. Maintain additional mandatory data, for example the Correspondence
Language and the Country.
● choose the business partner role Employee and - depending on the security settings -
choose Save in order not to lose data that is already maintained.
Figure 106: Creation of Business Partners with BP Role Employee (2)
● switch to the Identification tab and assign a (SU01) user to this business partner (see
screenshot).
Figure 107: Generation of Business Partners
To ensure that the users of the managed systems can, for example, check the processing
status of incidents in the SAP Solution Manager system, the users must be created as (SU01)
users. In addition they need to have business partner IDs in the SAP Solution Manager
system.

You can create business partners for users of the managed systems with the help of
transaction BP_GEN:
1. Choose the RFC that is used to read the system users from the managed system.
2. Select the users for which BP should be created
3. Select the execution options. The identification of existing business partners can be done
via Email-Address or User Name. Non-existing business partners will be created, existing
ones will be updated.
4. You can choose the additional information that are displayed after the run and whether it
should be only done in test mode (no update of database).
5. Detailed overview about created business partner.
You can also schedule report AI_SDK_USER_BP_GEN for a daily or weekly automatic creation
and update of Business Partners.
Figure 108: Create Business Partners with Business PartnerRole "Sold-To Party"
The partner function Sold-To-Party (technical key: 00000001) stores the business partner ID
of the customer. This partner function answers the question: "Which internal or external
customer is going to pay for the support service?".

Unit 4: Master Data
When the incident is created in the managed system using Help → Create Support Message,
the sold-to-party can be retrieved automatically. Prerequisites for this are:
• An installed base component is maintained for the managed system from which the incident
is sent (identification through system ID, client and installation number).
• The partner function Sold-To-Party is either assigned to the installed base component or to
the installed base itself.
Hint:
● Observe that once you choose business partner role Sold-To Party, the Sales Area Data
button is available.
It is possible to define a number of sales areas to a business partner. The organizational

model and the attributes that have been maintained therein influence the number of available
sales areas.
Note:

● Business partner data like name and address is considered to be general data. General
data is independent of organizational data.
● Sales area data is related to organizational data. By definition, a sales area is a
combination of a sales organization, a distribution channel, and a division. Depending on
the sales area, a number of additional fields or attributes can be maintained for a business
partner. Those attributes become relevant in business transactions that contain
organizational units or data. Organizational units are defined in the organizational model.
Figure 111: Business Partner Relationships
Note:
In the SAP Solution Manager system call transaction BP. On the Find tab in the Locator area
choose Start to search for existing business partners. Double-click on the line with CCC
Service Provider. Make sure you are in Display mode.
Show the drop-down list for the Display in BP role field and show roles that have been
maintained for this business partner. If you switch into change mode, you can add additional
roles, for example role Sold-To Party. This will be demonstrated later on (for a different
business partner), so do not show it here.
Choose button Relationships. (From there its possible to maintain different relationships).

Unit 4: Master Data
Figure 112: Create a Business Partner
Note:
Create a business partner as message creator (business partner role Business Partner
(General)) as outlined in the exercise of this learning object. Point out that the number of the
business partner (business partner ID) is created automatically.Now you can create another
incident from the TAE system, client 803 (provided you have assigned the identification
number of the TAE system to your business partner) and show in transaction SM_CRM (again
you may perform a search for incidents) that this message now has been created and the
Reported by field has been assigned automatically.
------
To create a Business Partner with Business Partner Role Business Partner (General), proceed
as follows:
1. Enter transaction BP.
2. Choose Create Person.
3. Make sure that the business partner role Business Partner (Gen.) is selected in field
Create in BP role.
4. Enter required and optional data such as Title, First Name and Last Name.
5. On tab Identification enter an ID type and an identification number.
6. Choose Save to save the business partner.
A business partner in the business partner role Contact Person acts as intermediary to an
organization with which business contact is maintained. Before you can create a relationship
"is contact person for", you must first create a business partner in this business partner role.
To add the Business Partner role Contact Person to a business partner, proceed as follows:
1. Enter transaction BP.
2. Open an existing business partner or choose Create Person.
3. Switch into change mode.

4. From the dropdown list box in field Display in BP role choose Contact Person.
5. If necessary, maintain additional mandatory data, for example the Correspondence

Language and the Country.
6. Save the business partner.
Note:
Follow the exercise of this learning object for details to create another business partner with
business partner role Employee and assign your own SU01 user (<course-ID>-00) to this
business partner. This maps your SU01 user to the business partner. Point out that the
number and the content of the tabs in transaction BP differs with respect of the business
partner roles. For example the
Identification tab differs between the business partner roles Business Partner (General) and
Employee.
To create a business partner with Business Partner Role Employee, proceed as follows:
1. Start transaction BP
2. Open an existing business partner or choose Create Person.
3. Switch into change mode.
4. From the dropdown list box in field Display in BP role choose Employee.
5. Enter required and optional data such as Title, First Name and Last Name.
6. On tab Identification enter an existing SU01 user into field User Name.
7. Choose Save to save the business partner.

Unit 4: Master Data
Figure 114: Mass Creation of Business Partners
Note:
Caution: Do not perform a mass creation of business partners, only indicate the way to do so
(the participants will create business partners as part of the exercises to this lesson).
To perform a mass generation of business partners, proceed as follows:
1. Enter transaction BP_GEN.
2. Choose appropriate selection options for both the users in the managed system (area
Users) and the identification of users and business partners (area Select Users from
Managed Systems, pay special attention to the Users changed since field).
3. Select whether business partners and / or users shall be created.
4. Execute the report in Test Mode and with option Display Details first. If the results are OK,
execute the report without the flag for Test Mode.

To create a business partner with business partner role Sold-To Party, proceed as follows:
1. Start transaction BP.
2. Open an existing business partner or choose Create Organization.
3. From the dropdown list box in field Display in BP role choose Sold-To Party.
4. Enter required data:
● Name: 00Logosys General
● Street/House number: Hauptstr. / 32
● Postal Code/City: 69190 / Walldorf
● Country: DE
● Language: German
5. Choose the Sales Area Data button.
6. Choose Choose Sales Area…
7. On the resulting screen, choose the first entry (Sales / Distribution Channel 01 / <>) and
choose Continue
8. Switch to tab Shipping and maintain the following values
● Incoterms 1: UN
● Delivery Priority: Normal
9. Switch to tab Billing and maintain the following data:
● Cust.Pric.Procedure: Standard
● Currency: EUR
● Terms of Payment: Pay immediately w/o deduction
10. Finally , save the business partner.
Hint: It is possible to define a number of sales areas to a business partner. The organizational
model and the attributes that have been maintained therein influence the number of available
sales areas.
Note: Business partner data like name and address is considered to be general data. General
data is independent of organizational data. Sales area data is related to organizational data.
By definition, a sales area is a combination of a sales organization, a distribution channel, and
a division. Depending on the sales area, a number of additional fields or attributes can be
maintained for a business partner. Those attributes become relevant in business transactions
that contain organizational units or data. Organizational units are defined in the organizational
model.
LESSON SUMMARY

Unit 4: Master Data

Unit 4
Lesson 2
Maintaining the Organizational Model
LESSON OVERVIEW
Organizational Management in SAP CRM offers you a flexible tool for displaying your
company’s task-related, functional organizational structure as a current organizational
model. SAP Solution Manager IT Service Management can use the organizational structure
for the support organization (Service Desk) to assign employees to positions in support
teams. In this way, the support employees can access the incidents that are assigned to their
team. This lesson first introduces the concept of organizational management and then
focuses on how the organizational model can be used for partner determination.
Business Example
Your company has implemented IT Service Management and created an Organizational
Model. You are working as an administrator within this company. As the structure needs to be
changed you have to take care for these changes within the Solution Manager.
LESSON OBJECTIVES
Organizational Model Setup
Figure 116: Organizational Management
Organizational management can be used to set up the organizational structure of a company.

Unit 4: Master Data
This flexible tool enables you to do the following:

● Maintain the company structure, including the positions and employees in an application.
● Assign specific attributes to organizational units.
● Automatically specify organizational data using the organizational structure in a business
transaction. For example, you can find the employee responsible for a certain business
transaction (partner determination).
● Specify validity periods when creating organizational objects and object attributes, and
when assigning organizational objects and object characteristics.
Organizational units can be created as business partners. The system automatically creates
an account for an organizational unit with the role, Organizational Unit. SAP Note 934372 -
SRM/CRM: HR integration for business partner - New features contains related information.
Note:
You cannot map a matrix structure with the organizational model.
Figure 117: Organizational Model Relationships
The figure, Organizational Model Relationships, illustrates the relationship between

organization units, positions, and employees/users.
● An organizational unit is an organizational object (object type key O) that is used to form
the basis of an organizational plan. They are the functional units of an enterprise.
Depending on how task distribution is organized in an enterprise, organizational units can
be, for example, departments, groups, or project teams.
● A position is an organizational object (object type key S) that shows the functional task
distribution of individual items and their reporting structure in the organizational plan.

Lesson: Maintaining the Organizational Model
Positions can be, for example, service manager, product expert, or Interaction Center
agent. Holders (employees or system users) can be assigned to one or more positions.
● Employees and users are persons assigned to a position. A person can be a CRM business
partner with the role, Employee (object type key BP) or an SAP-system user (SU01 user;
object type key US) assigned to a position in an organizational plan. By assigning an
employee or a user to a position, you can show where an employee is assigned
organizationally in a company (what his/her function is). Assigning an employee is
recommended because master data for business partner with business partner role
employee contains more business data than the information in the user master record
(transaction SU01).
● Alternatively the organizational model can be maintained by calling transaction code
PPOMA_CRM. This transaction can also be found in SAP Reference IMG, area
● SAP Solution Manager Implementation Guide → Customer Relationship Management →
Master Data → Organizational Management → Organizational Model → Change
Organizational Model.
The organizational model can be maintained in the CRM WebUI by calling transaction code
SM_CRM (to access the CRM WebUI, you must have created a business partner for your
system user as described in an earlier lesson and maintained a business role for your system
user) in Master Data → Organizational Model.
Figure 118: Creation of an Organizational Model
As part of the guided procedure for setting up your IT Service Management you are instructed
to maintain your organizational model. The following figures guide you through the creation of
an organizational model using the CRM WebUI.

Unit 4: Master Data
Figure 119: Define Organizational Model (2)
It is possible to create a hierarchical organizational model containing several organizational

levels.
When creating organizational units, you can assign functions and attributes to it. Both can be
used within organizational data determination in business transactions, such as incidents.
It is possible to create a hierarchical organizational model containing several organizational

levels.
When creating organizational units, you can assign functions and attributes to it. Both can be
used within organizational data determination in business transactions, such as incidents.

As illustrated in the figure, Define Organizational Model (4), you can assign business partners
and/or (SU01) users to a position.
Hint:
When searching for business partners, make sure that you use a suitable search
pattern. For example, the search help Partners by address might not retrieve
business partners that do not contain address information.
When a business partner (with business partner role employee) is assigned to a position, user
information is reflected in the organizational model.

Unit 4: Master Data
Figure 122: Organizational Model
Note:
Since Solution Manager 7.2 it is recommended that CRM WebUI be used to
maintain the organizational model. Alternatively the organizational model can be
maintained using transaction PPOMA_CRM.
Hint:
SAP Note 934372 - SRM/CRM: HR integration for business partner - New
features provides information of the integration of HR master data
(organizational model and employee) with the business partner (in the roles of
organizational unit and employee).
Note:
You can create root nodes with the help of SAP Reference IMG (transaction SPRO),
in SAP Solution Manager Implementation Guide → Customer Relationship
Management → Master Data → Organizational Management → Organizational
Model → Create Organizational Model (transaction PPOCA_CRM).
To work with the organizational model, proceed as follows:
1. Call transaction PPOMA_CRM.
2. Choose Find By → Organizational Unit → Structure Search.
3. Navigate to the organizational unit you would like to work with and double-click it.
4. Use the Create icon (or right-click) to create additional organizational units or positions.

5. To assign holders (business partners or users) to a position, use the Assign icon. Business
partners in this case are the ones that have been created with business partner role,
employee. Users are SAP-system users created via transaction code SU01.
6. Save your changes.
Figure 123: Partner Determination
In SAP Solution Manager standard customizing of incidents, the determination of the

responsible Support Team (Service Team) can be triggered using determination rules from
organizational management.
In this case, the system uses a responsibility rule to determine the business partner Support
Team. As a prerequisite, the organizational unit for the support team must be created as a
business partner (see SAP Note 934372 and the section about HRALX).
Technically, the responsible (business) partner Support Team in incidents is triggered using
action processing.
Note:
The partner function SLFN0003 Support Team stores the business partner ID of
the responsible organizational unit. This partner function answers the question:
"Which support team within the service organizational unit is responsible for
message processing?"
LESSON SUMMARY

Unit 4: Master Data

Unit 4
Lesson 3
Managing the Installed Base Components
LESSON OVERVIEW
Installed base (IBase) management enables the representation of objects installed at your
customer’s site (such as devices, machines, and software) for which a service is offered. This
lesson first introduces the concept of the installed base in general and then focuses on the
IBase that is used for IT Service Management. We show how business partners can be
assigned to components of the IBase.
Business Example
Your company wants to implement Incident Management processes according to the ITIL
standard. They are planning to use SAP Solution Manager IT Service Management for this. As
an SAP system administrator, you are responsible for the SAP Solution Manager system in
your company. As IT Service Management uses installed base components to represent the
systems/clients in the system landscape, you want to learn how the installed base is used in
the SAP Solution Manager system for the IT Service Management scenario.
LESSON OBJECTIVES

Unit 4: Master Data
Installed Base for IT Service Management
Figure 124: Installed Base
For some functions, such as Incident Management, Issue Management, and Change Request
Management, the system landscape must be defined as an installed base (IBase).
In general, an IBase can be used to group together all devices of a similar type for each
customer.
An IBase contains general data and components, such as products and texts). An IBase
component is created in the installation for each system in the installation.
Benefits of Installed Base Management

Installed bas management offers the following benefits:
● Customers can reduce call times with immediate access to customer installation
information during case logging.
● Customers can directly reference multiple contracts, addresses, partners, and
configurations.
● Companies can give field service representatives the information necessary to anticipate
requirements prior to arriving on site.
● Companies can facilitate product improvements and quality management by tracking
services performed on products and installations.

Lesson: Managing the Installed Base Components
Figure 125: Installed Base Structure
The number of installed base component levels is unlimited.

Partner, address, and other data is not transferred or inherited within the hierarchy (top-
down). The advantage of this is that when you search for an installed base using partner or
address data, an installed base with all assigned components is displayed, and not just an
installed base component.
You can assign documents of different types to an installed base or an installed base
component.
When customizing installed base categories, you can control which types of components can
be assigned to an installed base. This customizing is done with help of SAP Reference IMG
(transaction SPRO), in SAP Solution Manager Implementation Guide → Customer Relationship
Management → Master Data → Installed Base → Installed Base Category → Define Installed
Base Category and Installation Rules.
Note:
Customer-specific components require additional programming.
SAP Solution Manager uses the IBase as an internal knowledge base for the IT Service
Management functionality. Here, systems/clients are referenced as component within an
incident.

Unit 4: Master Data
Figure 126: Example of an Installed Base
The figure Example of an Installed Base, shows installed base 1 with external ID
SOL_MAN_DATA_REP. All installed base components representing managed systems or
clients representing managed systems or clients are components of type Individual Object.
To maintain an installed base, use transaction code IB52.
Incidents contain an installed base or an installed base component as reference (system)
information. This reference object information can be determined automatically via partner
determination.
Note:
As of SAP Solution Manager 7.1 SP Stack 05, the IBase components are Individual
Objects instead of text objects. For example, SAP systems or clients usually
belong to Family 7001 - LMDB Objects of the hierarchy ALM for Material products.

Figure 127: Assignment of Business Partners to IBase Components
Before you can assign business partners to installed base headers or components, you must
make sure that an appropriate partner determination procedure is assigned to the relevant
installed base category. This can be performed in SAP Reference IMG, in SAP Solution
Manager Implementation Guide → Customer Relationship Management → Master
Data → Installed Base → Assign Partner Determination Procedure to Installed Base Category.
Note:
In standard customizing, the IBase Category 01 and partner determination
procedure 00000032 (Installed Base/IBase) are delivered.
To assign business partners (partner functions) to IBase components, in the transaction for
the IBase maintenance (IB52) choose Goto → Partner.
When an incident is created and a (reference) installed base component is included, partners
like Sold-to Party or System Administrator can automatically be included into the message.

Unit 4: Master Data
Note:
The partner function System Administrator (technical key SLFN0001) stores the
business partner ID of the system administrator. This partner function answers
the question: "In case of maintenance: Who is the administrator of the system?".
When the incident (support message) is created through Help → Create Support
Message in the managed system, the system administrator can be retrieved
automatically.
A system administrator can only be assigned if you permit all defined partner
functions to be assigned to an IBase entry. In SAP Reference IMG, enter SAP
Solution Manager Implementation Guide → Customer Relationship
Management → Basic Functions → Partner Processing → Define Partner
Determination Procedure and select the 00000032 (Installed Base/IBase) entry.
For this entry, in the Permitted Functions column, choose All defined Partner
Functions .
Figure 128: Assignment of Business Partners to IBase Components
It is possible to activate Partner and Address inheritance per installed base category. In SAP
Reference IMG, enter SAP Solution Manager Implementation Guide → Customer Relationship
Management → Master Data → Installed Base → Installed Base Category → Activate Partner
and Address Inheritance.
In incidents, it is then possible to derive, for example, the system administrator from a higher-
level installed base component.

Figure 129: Addendum: Automatic Creation of Installed Base Components
The installed base can be created automatically. Changes in the SAP Solution Manager
Landscape Management Database (LMDB) lead to the automatic generation of the
corresponding IBase component. This automatic generation is controlled by the
IB_AUTO_GEN parameter in transaction DNO_CUST04 .
Note:
The IBase with external ID SOL_MAN_DATA_REP is shipped in client 001.
If components are missing from the IBase, you can use transaction IB_GEN to
create IBase components for selected systems or clients.
LESSON SUMMARY

Unit 4: Master Data

Unit 4
Learning Assessment
1. Which business partner categories are relevant for the IT Service Management scenario?
X A Person
X B Group
X C Organization
2. Which Business Partner Role is necessary for the assignment to an organizational unit?
X A Employee
X B Contact person
X C Sold-to party
3. What activities are supported by recording relationships between configuration items?

X True
X False

Unit 4
1. Which business partner categories are relevant for the IT Service Management scenario?
X A Person
X B Group
X C Organization
2. Which Business Partner Role is necessary for the assignment to an organizational unit?
X A Employee
X B Contact person
X C Sold-to party

X True
X False

UNIT 5 The Work Environment: Using
the WebClient UI and Solution
Manager Launchpad
Lesson 1
Explaining the Available Business Roles in IT Service Management 141
Lesson 2
Accessing the WebClient UI 151
Lesson 3
Accessing the Solution Manager Launchpad 155
Lesson 4
Describing the WebClient UI - New Functionalities 159
Lesson 5
Describing the Launchpad and SAP Fiori Apps 167
Lesson 6
Personalizing the Work Environment 171
UNIT OBJECTIVES
● Explain the meaning of Business Roles

● Explain the different predefined UIs SAP is delivering
● Access the WebClient UI
● Assign a business role to a user
● Understand the Fiori design and the new access point for ITSM users
● Explain the new functionalities in the WebClient UI delivered with Solution Manager 7.2
● Explain the SAP Fiori apps and their use cases
● Explain different personalization options for the WebClient UI
● Outline different configuration options for the WebClient UI

Unit 5: The Work Environment: Using the WebClient UI and Solution Manager Launchpad

Unit 5
Lesson 1
Explaining the Available Business Roles in IT
Service Management
LESSON OVERVIEW
In this lesson, you will learn about business roles and predefined UIs.
Business Example
a user administrator, you want to get an overview which authorizations are needed for the
users to successfully start SAP WebClient UI which is used, for example, to process incidents.
LESSON OBJECTIVES
Business Roles in IT Service Management
Figure 130: Predefined Web Client UIs
The look and feel of the WebClient UI is defined by business roles. The figure, Predefined Web
Client UIs, illustrates the three core business roles in IT Service Management.
● The web self-service business role for an IT Requester (SOLMANREQU) is designed for
end users with the authority to create incidents.
● The dispatcher business role (SOLMANDSPTCH) is designed for dispatchers responsible
for dispatching unassigned messages to the correct service team, where these messages
are forwarded by the processor, for example to the responsible service team employee.

● The solution manager IT Service Management business role (SOLMANPRO) is designed

for support agents responsible for resolving incidents and changes.
Note:
When using the full functionality of the CRM Interaction Center, including
telephony integration (CTI), there is a full CRM IT service desk role. This role is not
shown in the figure, Predefined Web Client UIs, and requires additional licensing.
Figure 131: Requester UI
The user interface for the requester is a minimized version, with an easy structure and
reduced functionality so that reporters are not overwhelmed by too many functionalities.
A guided procedure for the creation of incidents and service requests helps reporters trigger
the message processing. Incidents and service requests that require an action (status
Customer Action or Proposed Solution) are visible in a separate widget.

Lesson: Explaining the Available Business Roles in IT Service Management
Figure 132: Structure
The structure of the user interface for reporters is shown in the picture above:
● My Data enables users to maintain their contact information, such as e-mail, address, or
telephone number.
● My Messages - Reported by me displays all the tickets opened by the user.
● My Messages - Action required by me displays tickets that require an action (status
Customer Action or Proposed Solution).
Figure 133: Guided Procedure for Incident Creation

A guided procedure helps reporters perform the steps required to open an incident. This is
particularly helpful for users that are not familiar with this processes.
The following information are filled in the course of the creation:
● Maintenance of short description, long description and priority.
● Information about affected system.
● The categorization and SAP Component.
Attachments can be uploaded to Solution Manager.
Figure 134: Service Request Creation
When creating a service request, reporters can choose from five top service requests.
Depending on the category chosen, different information may be required to process the
service request. Reporters can also choose a more appropriate category.

Figure 135: Dispatcher UI
The user interface for the dispatcher is also a minimized version. Quick access to unassigned
messages enables tickets to be forwarded quickly to the responsible support teams. If
incidents are solved directly on the phone, the quick confirm can be used to close the ticket.
The dispatcher also has a My Messages - For Dispatching widget that enables them to filter for
assigned or unassigned processors and teams.
The user interface for the dispatcher includes the following functionalities:
● Quick access in Tab view provides a quick overview about message details without
scrolling.

● Fast closing means that the status of tickets that are closed immediately can be set to
Confirmed.
● Central Inbox means that incidents can be created from e-mails sent to the SAP Solution
Manager and the document flow can be seen.
● Dispatching widget displays unassigned incidents (tickets with no support team and/or no
processor).
● New messages can be created from a template and quickly copied into an incident.
Figure 137: Dispatching Widget
The dispatching widget is a powerful tool that provides quick views for efficient message
handling by dispatchers. It enables them to quickly see if tickets do not have an assigned
support team and/or processor, and quickly forward them to the responsible team.
Dispatchers can also see the tickets that are assigned to their team (the relationship between
business partner and organizational team is displayed here) and may required an action to
process it.

Figure 138: Central Inbox
Solution Manager 7.2 includes a central inbox. With the help of the central inbox, all items can
be seen, including the document flow. If a problem is created out of an incident, this
connection is also visible in the inbox.
The e-mail inbound scenario can also be used within the central inbox. The main purpose is to
offer another input channel for incidents and service requests from IT Service Management to
SAP end users. Customers using IT Service Management with SAP Solution Manager report
that service desk employees have to manually create incidents and service requests in SAP
Solution Manager from the e-mails they originally receive. This costs time and is prone to
error.
With the e-mail inbound scenario, SAP Solution Manager offers an integrated e-mail inbox for
service desk employees in which they can review and process e-mails sent by end users
directly to a central e-mail address in SAP Solution Manager. By using the inbound e-mail
inbox, service desk employees are able to create an incident or service request from an e-mail
with a single click. All the relevant information, such as sender, text, and attachments, is
automatically copied to the newly created incident or service request. All communication with
the end user then takes place within the incident or service request. Replies are sent
automatically to the reporter via e-mail and their replies are automatically copied to the
corresponding incident or service request. All follow-up e-mails from the end user are linked
to the incident or service request.
Solution Manager 7.2 also makes it possible to automatically create incidents without the
manual effort of service desk employees.
The following two business functions are available for the central inbox:
● CRM_IC_INBOX
● CRM_IC_INBOX_2
To customize the inbox, at least one of these business functions need to be activated.

Figure 139: Processor UI
The processor UI is the most complex of the predefined UIs. It provides quick access to
incidents to which the processor is currently assigned.
All incidents can be searched based on various search criteria.
The results list can be personalized: the processor can add or delete columns, the result list
can be exported to a spreadsheet, and displayed as a pie or a bar chart.
Figure 140: Administrator UI

The administrator UI enables the user to maintain information related to the service desk, for
example the Multilevel Categorization or the Organizational Structure.
The business role for processors and administrators is the same, SOLMANPRO. The
information displayed is based on authorizations assigned to the users.
The Master Data and Service Operations work center are only available to administrative
users.
The view for the processors and administrators within a ticket is divided into several
assignment blocks.
The assignment blocks group the different information. The figure, Structure, shows some of
the available assignment blocks. Users can individually decide which assignment blocks are
relevant for them and hide the ones that are not relevant. The sequence can also be changed
using drag and drop.
In configuration mode, administrative users can define which assignment blocks are available
by default and which are available for customization.

Figure 142: ITSM: Process Flow in Different UIs
The figure, ITSM: Process Flow in Different UIs, shows the different inbound channels and in
which UIs, and by whom, the ticket is processed.
End users can create incidents and/or service requests in the Self Service Portal (business
role SOLMANREQU or via the My Incident app in the Solution Manager Launchpad). In first
level support, additional incidents reported by e-mail can be opened (business role
SOLMANDSPTCH or SOLMANPRO). The first level support can get additional functionalities
with business role IC AGENT, which allows telephone integration, additional e-mail inbound
functions or chat function. The Interaction Center is part of the license model of SAP Solution
Manager. However, additional licenses might be needed, for example, for telephone
integration.
Tickets that are not closed by the first level will be forwarded to second level support
(business role SOLMANPRO).
Second level support performs detailed incident and problem management, and
administrators can maintain information related to the service desk. If a change is required to
solve the issue, documents such as Request for Change or Urgent Change can also be
created in second level support, however, this is dependent on the user authorization.
For managers, the business role is important to run and view relevant statistics and analytics.
LESSON SUMMARY

Unit 5
Lesson 2
Accessing the WebClient UI
LESSON OVERVIEW
In this lesson, you will learn how to provide users with access to WebClient UI.
Business Example
Your company has introduced IT Service Management with SAP Solution Manager. The
business users want to start working with the new application and your task is to provide
them access to WebClient UI.
LESSON OBJECTIVES
The WebClient UI
Figure 143: Access to the CRM Web Client UI
To access the WebClient UI, the user must have a user master record that is created using
transaction SU01. To perform responsibility-related activities in the WebClient UI, user group
specific authorization roles as well as a business role assigned must be assigned to the user.
To optimize work within the WebClient UI, a business partner is needed on addition. This
Business Partner is assigned to the system user created in SU01.
Business roles, such as SOLMANPRO for the Solution Manager ITSM processor, control the
navigation bar and logical links in the SAP WebClient UI. Via this role you can define the
structure of the navigation bar and which links are available on the Work Center pages and the
Direct Link group.
Authorization roles, also called PFCG roles, are used to implement a comprehensive security
concept. Authorization roles can be used to protect the SAP system against unauthorized
access at database, network, and frontend level.

Among others, the following composite roles are relevant for the Incident Management
scenario:
● SAP_SUPPDESK_ADMIN_COMP contains single roles relevant for Service Desk
administrators.
● SAP_SUPPDESK_PROCESS_COMP contains single roles relevant for Service Desk
processors.
● SAP_SUPPDESK_CREATE_COMP contains single roles relevant for Service Desk key
users.
● SAP_SUPPDESK_DISPATCHER_COMP contains single roles relevant for Service Desk
dispatcher
Figure 144: Business Role Assignment
The figure, Business Role Assignment, shows the different ways a business role can be
assigned to users:
● If the user master record for an (SU01) user contains an authorization (PFCG) role that in
turn is assigned to a business role, this business role will be launched once the (system)
user logs on to the WebClient UI. These roles are also called mapping roles as they do not
have any authorization assigned. One mapping role available and assigned to the
SOLMANPRO business role from standard is SAP_SM_CRM_UIU_SOLMANPRO.
● If a business role is assigned to a position in the Organizational Model, and if the system
user is also assigned to this position, either directly or indirectly via a business partner (of
business partner role employee), this business role will be launched once the user logs on
to the WebClient UI.
● If a business role is directly assigned to a user via parameter value for the parameter ID
CRM_UI_PROFILE (transaction SU01, Parameters tab), this business role will be launched
once the user logs on to the WebClient UI.
If all three of these possibilities are used, the parameter is always taken into account.
However, it should be avoided to have several places for the assignment.

Lesson: Accessing the WebClient UI
LESSON SUMMARY


Unit 5
Lesson 3
Accessing the Solution Manager Launchpad
LESSON OVERVIEW
In this lesson, you will get to know the new Fiori Design Guidelines and new access points for
end users.
LESSON OBJECTIVES
Solution Manager Launchpad
Figure 145: Access to Solution Manager Launchpad
To get access to the Solution Manager Launchpad, the user must have a user master record
that is created using transaction SU01 and the user group specific authorization roles, as well
as the PFCG role for the needed launchpad group. As the launchpad is the central entrance
for several user groups, some different tiles are available. Some are native UI5 apps and some
will navigate the user to the WebClient UI.
Authorization roles (also called PFCG roles) are used to implement a comprehensive security
concept. Through authorization roles you protect the SAP system against unauthorized
access at database, network, and frontend level.
Among others, the following composite roles are relevant for the Incident Management
scenario:
● SAP_SUPPDESK_ADMIN_COMP: contains single roles relevant for Service Desk
administrators.
● SAP_SUPPDESK_PROCESS_COMP: contains single roles relevant for Service Desk
processors.

● SAP_SUPPDESK_CREATE_COMP: contains single roles relevant for Service Desk key

users.
● SAP_SUPPDESK_DISPATCHER_COMP: contains single roles relevant for Service Desk
dispatcher
The PFCG role for the IT Service Management launchpad group is called
SAP_SMWORK_INCIDENT_MAN. In addition to the group roles, the user always needs the
role SAP_SM_FIORI_LP_EMBEDDED for working with the Solution Manager launchpad.
Figure 146: Structure of the Solution Manager Launchpad
The Solution Manager Launchpad is divided into several areas, as follows:
1. The Home button - if you have navigated to a different area and you want to get back to
the Home screen, you can use the Home button for it
2. Launchpad Groups - each scenario is now combined to a Launchpad Group like IT Service
Management, it is possible to add often used tiles to the My Home area
3. Launchpad Tiles - Some of these tiles are native UI5 applications such as “My Incidents”
and some will lead the user to the WebClient UI like IT Service Management Professional
4. Search - by choosing the search icon, it is possible to search for any phrase within the
Embedded Search - all objects (depending on the configuration) will be searched
5. Personal area - in this section the users can do some personalizations for the home page
as well as contact the support in case of issues or log off
6. Personalize - with the help of this icon the visible tiles within the groups can be adjusted, it
is possible to add or delete tiles from the screen

Lesson: Accessing the Solution Manager Launchpad
Figure 147: Structure of the Launchpad
The Solution Manager Launchpad is divided into several areas:
1. Logged in user and log off
2. App Finder – allows you to brows all SAP Fiori apps that are configured for your user
3. Settings – edit the user account, appearance and the user activities
4. Edit Home Page – with the help of this icon the visible tiles within the groups can be
adjusted, it is possible to add or delete tiles from the screen
5. Contact Support – Contact support in case of issues
6. Displays the recent activities and frequently used apps
Figure 148: How a Launchpad group can be assigned

For the assignment of the Solution Manager launchpad groups, only one possibility is
available:
● The assignment via PFCG roles.
● If you want to assign the IT Service Management group to a user you can do so by using
e.g. transaction PFCG.
● Enter Authorization Role SAP_SMWORK_INCIDENT_MAN and navigate to the user tab.
● Assign the user you would like to add.
● You can also assign the role to the user with the help of transaction SU01.
LESSON SUMMARY

Unit 5
Lesson 4
Describing the WebClient UI - New
Functionalities
LESSON OVERVIEW
In this lesson, you will learn the new functionalities in the WebClient UI.
LESSON OBJECTIVES
WebClient UI - New Functionalities
Figure 149: Scenario

Figure 150: New Theme
With the new release 7.2 new themes are available for the layout.
Two new themes will be intriduced Corbu and Blue Crystal. Within this training the
screenshots are most often done in Blue Crystal theme. These theme is looking similar to the
native UI5 applications, so the users do not have such a huge differences within the interfaces
they can use.
Within the WebUI you can change the theme via Personalize→ Personalize Layout
Figure 151: New Fields Incident/Service Request
With the new release 7.2 also some new fields for Incidents/ Service Requests are available.
Contact Data:
Within an Incident or Service Request you can now add additional fields regarding the contact
details of the Reporter. This helps to check contact information directly within the Incident. It
is not needed anymore to navigate to the Business Partner.
To use the new fields, the Business Function CRM_ITSM needs to be activated. In addition the
fields needs to be added via WebUI configuration. The following fields can be added:

Lesson: Describing the WebClient UI - New Functionalities
● //IMMEDCONTINFOVN/TEL_MOBILE - Mobile no.

● //IMMEDCONTINFOVN/TELEPHONE - Telephone no.
● //IMMEDCONTINFOVN/TIME_ZONE - Time Zone
● //IMMEDCONTINFOVN/LANGUAGE - Language
● //IMMEDCONTINFOVN/NAME - Name
● //IMMEDCONTINFOVN/COUNTRY - Country
● //IMMEDCONTINFOVN/ADDRESS - Address
● //IMMEDCONTINFOVN/LANGUAGE - Language
In addition, the partner function which should be used as well as the transaction type needs to
be added:
SPRO: Customer Relationship Management → Transactions → Service Requests → Determine
Partner Functions for Contact Information
Number of Processors:
In the header of the Incident or Service Request overview page, you can display the number of
processors that have edited a service request. The system counts how often the partner of
the partner function for the responsible employee has been changed.
To use this field, it has to be entered via WebUI customizing:
//PARTNCHGCOUNTVN/PARTN_CHG

Business Partner Time Zones:
In the header of the Incident or Service request overview page as well as within the Business
Partner assignment block, you can display the current time zone of the Reporter and the
Processor. This helps to identify time zone differences directly within the Incident details. The
time zone of the SU01 user will be considered.
To use this fields, they have to be entered via WebUI customizing:
//BTPARTNERSET/PARTNER_TIME - Current Partner Time
//BTPARTNERSET/EMPLOYEE_TIME - Current Emp Rsp Time
Figure 154: ITSM Search
With the new release 7.2 also some new possibilities are available in the search for IT Service
Management.

Category Search:
Within the IT Service Management search (e.g. busines role SOLMANPRO → work center IT
Service Management → Search area → Incidents) it is now possible to search for categories.
In 7.1 it was only possible to search with the help of the whole structure view. Now you can
search e.g. for CRM and the category level/ category levels that have a CRM entry will be
presented.
To use this functionality the component for the category search needs to be added to the view
with the help of customizing.
Figure 155: ITSM Search
With the new release 7.2 also some new possibilities are available in the search for IT Service
Management.
With my Involvement:
Within the IT Service Management search (e.g. business role SOLMANPRO → work center IT
Service Management → Search area → Incidents) it is now possible to search for documents
"With My Involvement". This filter criterion was not available in 7.1. This filter allows you to
search for Incidents/Service Requests created or changed by you.
To use this functionality the Business Function CRM_ITSM needs to be activated in
transaction SFW5. If there are already available Incidents or Service Requests that you would
like to be included in the search, run report CRM_FILL_CDHD_TO_ORDER_INV in transaction
SE38.

Figure 156: Drag and Drop for Attachments
With the new release 7.2 there is a new possibility for attachments.
It is now possible to assign attachments directly via drag and drop to the Incident or Service
Request. This is available for all business roles. No additional customizing is required.
Figure 157: Extended Description Field
The standard Description text field is too short for your purposes, because it is limited to 40
characters. With an extended description field of 120 characters should it be remedied.
To keep data consistent, the system automatically copies the first 40 characters of the
extended description field into the standard description field. If both fields are in use, the
extended description overwrites the standard description.

Note:
The extended description field is available only in the CRM WebClient UI.
Figure 158: Copy URL Button
When asking a colleague to take a look at a document it is common to send them a

transaction number via e-mail or chat.
The recipient then has to open the WebUI, search for the transaction using the number
provided, and then open it.
The new button is introduced to generate a link to the current persistent business object in
the clipboard. You can then share it with others so that they can access the business object
quickly and without searching for it.
LESSON SUMMARY


Unit 5
Lesson 5
Describing the Launchpad and SAP Fiori Apps
LESSON OBJECTIVES
Launchpad – SAP Fiori Apps
Figure 160: My Incidents

With the transactional app My Incidents, you follow up on the incidents that you reported or to
which you were assigned as additional contact.
Features
● Reply to, confirm, and withdraw incidents
● View the processing status of your incidents
● Add and receive attachments to your incidents
● Create new incidents.
Figure 161: Create Incidents
The create Incidents app provides additional fields in comparison to the standard function in
the My Incidents app:
● Create incidents of predefined types
● Add attachments
● Define priority, additional contact, category, component, and configuration item

Lesson: Describing the Launchpad and SAP Fiori Apps
Figure 162: Resolve and Dispatch Incidents
With the transactional application Resolve and Dispatch Incidents, you can perform the initial
processing of SAP Solution Manager IT Service Management incidents.
The app provides an optimized view of the ticket queue with all the information the dispatcher
needs and extended filter capabilities.
Figure 163: Resolve and Dispatch Incidents
Key Features
● Send incidents back to the reporter with an immediate solution.
● Request further information from the reporter.
● Dispatch incidents to another support team in your organization.
● Forward incidents to SAP Product Support.
When you choose the Take Over button on a new incident you are assigned as the message
processor and the system changes the status from New to In Process.

Figure 164: Incident Trace - ITSM Lifecycle Report
This dashboard provides a lifecycle trace report of IT Service Management transactions. It

delivers insights for incidents that need follow up processes for solving the incident such as
problem management, change management, and transport request management. With this
dashboard, you trace down into the entire fix process to solve the incident or fulfill a project.
You can filter by properties such as incident and transaction type.
LESSON SUMMARY

Unit 5
Lesson 6
Personalizing the Work Environment
LESSON OVERVIEW
In this lesson, you will learn about the personalization and configuration options for the
WebClient UI.
Business Example
a member of the project team, you want to get an overview of the personalization and
configuration options for the WebClient UI which is used as the user interface for the people
involved in the IT Service Management processes.
LESSON OBJECTIVES
Personalization of the Work Environment
There are different ways to access the WebClient UI.

● The end user starts the WebClient UI using a hyperlink, which is available, for example, on
the desktop.

● Project team members, who are configuring the application, need to access the SAP
Solution Manager system via SAP GUI.
Transaction code WUI, successor of the still existing transaction code CRM_UI starts the
WebClient UI. User name, password, and language have to be provided.
Transaction code SM_CRM also starts the Solution Manager WebClient UI, but in this case
the user name and the password of the SAP GUI user is transferred automatically and the
default browser language is chosen.
The WebClient UI basically consists of three main areas: header, navigation, and work
area.
● The header area and the navigation bar together form the navigation frame, or L-shape.
Note:
The position and size of the L-shape is static and its content can be configured
business-role dependent utilizing the layout profile.
● The navigation bar mainly consists of work centers. Some work centers can be considered
generic, for example Home, Calendar or E-Mail Inbox. Other work centers depend on the
utilized business role. The business role SAP Solution Manager IT Professional for example
contains the work centers Master Data, Change Request Management, Incident
Management and Service Operations.
- The navigation bar can include different kinds of links: an application link, a URL link, a
SAP NetWeaver BI reports link, and a link that launches a transaction in another
system, for example an SAP GUI based transaction (using a transaction code).
- The second level entries of a standard navigation bar only shows links to Search pages,
even though technically any kind of link can be embedded here.
Note:
The navigation bar and its content are controlled via a corresponding profile in
Customizing.

Lesson: Personalizing the Work Environment
Figure 166: Personalization Options
When the Web UI has been loaded, it can be individualized by the user. The figure shows the
areas where users can change the environment individually.
Personalization Options
● General Settings
- Date and time format
- Enable the UI Configuration
- Enable favourites
- Dropdown listbox settings
● Personalize layour
- Navigation (Direct link groups)
- Layout (Skin, text size)
● Home Page Setup
- Application links
- Widgets
- Web links
● Personalize User Data
- Password settings
- user information

Figure 167: Overview Page and Icons
The figure, Overview Page and Icons, depicts the standard overview page of an Incident,
which represents the WebClient UI application. In addition a number of icons are introduced.
● Configure View: UI Administrators can configure views of WebClient UI applications, for
example move or hide (unhide) fields.
● Configure Page: UI Administrators can configure overview page views of WebClient UI
applications, for example the Incident overview page, and move or hide (unhide)
assignment blocks.
● Tag documents: Users can tag interesting Incidents to create their tag clouds as an
individual knowledge base
● Add to Favorites: WebClient UI users can create Favorites, for example a favorite Incident
number. Favorites are then available on the work center Home. Users can easily navigate
to dedicated favorite objects from the Home work center.
● Goto: WebClient UI users can easily navigate to a certain assignment block without the
need to use the scroll function.
● Personalize: WebClient UI users can use this icon (the icon itself depends on the used skin)
to personalize the overview page. The same icon is available in table views, for example
search result lists.
● Print: WebClient UI users can use this icon to print the page.
A standard overview page consists of numerous assignment blocks, which contain specific
data relevant for the application. The assignment blocks are arranged in a single-column.

Figure 168: General Settings
The section Settings including the Personalize Settings link contains a number of different
settings that can be very useful for WebClient UI users, for example the setting Show keys in
dropdown lists or Enable configuration mode. The latter is important for WebClient UI
administrative users, who are performing the task of UI configuration with the help of the UI
Configuration Tool.
A system administrator can remove the hyperlink Personalize or optionally reduce or
rearrange the number of available sections, for example remove the Groupware Integration
tile.
Figure 169: Result List Personalization
A WebClient UI user can personalize table views, for example search result list views:
● A user can change the number and order of displayed columns.

● A user can create one or more table views. By means of a dropdown in the result list view,
the user can choose between different table views.
● Personalize Overview Page
- Display and hide assignment blocks
- Change order
● Personalize Tables/Result Lists
- Display and hide columns
- Change order of columns
- Change width of column (relative (%), absolute (pixel))
- Change number of visible rows before scrolling
- Change number of rows before paging
Figure 170: Assignment Block Personalization
A WebClient UI user can personalize overview pages, for example the Incident overview page.
A user can change the number and order of displayed assignment blocks. In addition the user
can decide to display certain assignment blocks directly.

Figure 171: UI Configuration options
In addition to the personalization options, there are also configuration options available for
the adoption of the WebClient UI according to the company's needs. In contrast to the
personalization options which are available for end users, the configuration tools are intended
for the administrator and affect all users.
Business Role Customizing can be performed in SAP Reference IMG area: SAP Solution
Manager Implementation Guide → Customer Relationship Management → UI
Framework → Business Roles → Define Business Role.
Hint:
Optionally a WebClient UI application can be used to perform business role
Customizing. To enter this application in WebClient UI, choose Service
Operations. Here choose Bus. Role Customizing from the Search area.
● Navigation Bar Customizing can be performed in SAP Reference IMG area: SAP Solution
Manager Implementation Guide → Customer Relationship Management → UI
Framework → Technical Role Definition → Define .
Navigation Bar Profile

● The UI Configuration Tool is integrated into the WebClient UI and can be launched via the
two icons indicating a wrench, it is only available for UI administrators after they have
"enabled the configuration mode".
● The Application Enhancement Tool (AET) is integrated into the UI Configuration Tool and
can be launched via Create Field or Create Table.

● The Skin Workbench can be accessed in SAP Reference IMG area: SAP Solution Manager
Implementation Guide → Customer Relationship Management → UI Framework → UI
Framework Definition → Skins and Icons → Access Skin Workbench.
● The Component Workbench finally can be accessed in SAP Reference IMG area: SAP
Solution Manager Implementation Guide → Customer Relationship Management → UI
Framework → UI Framework Definition → Access UI Component Workbench.
Figure 172: Technical Structure of the WebClient UI
The Navigation Bar contains links to all work centers that belong to a role. The work centers
contain links to the search pages of the business objects that belong to each work center. It
also contains direct links to the user's calendar or work list.
● A work center describes and provides access to business content. The work center page is
a collection of logical links for business content and grouped in link groups.
● Direct link groups are part of the navigation bar and provides direct access to specific
business content with one click.
● Logical links can be used in direct link groups, second level navigation or on work center
pages.
The availability of the above mentioned elements (work center, links etc.) is controlled via the
navigation bar profile. This profile can be maintained using SAP Reference IMG area: SAP
Solution Manager Implementation Guide → Customer Relationship Management → UI
Framework → Technical Role Definition → Define Navigation Bar Profile.

Figure 173: Enabling Configuration Mode
UI Configuration Tool
For activating the configuration mode, the user can use the Personalize hyperlink (number 1
in the figure above) on the top line in the WebClient UI to adapt the WebClient UI according to
their needs.
The availability of the hyperlink Personalize in general can be controlled via the function
profile PERSONALIZATION in Business Role Customizing.
The availability of the checkbox Enable configuration mode (3) can be controlled using
authorizations (authorization object CRMCONFMOD). Optionally a UI Administrator can
remove the section Settings from the Personalization page (2).
The activated checkbox leads to an additional two icons (4), which can be used to start the UI
Configuration Tool:
● The first icon can be used to Show Configurable Areas. It is used to configure search,
result list or form views, for example if a customer wants to change field properties of a
detailed view (such as the Details assignment blocks for Incidents).
● The second icon can be used to Configure Pages. It is used to configure an overview or
work center page, for example if a customer wants to change the order and availability of
assignment blocks (for example for incidents) or if the overview page should be defined in
a tile layout.
LESSON SUMMARY


Unit 5
Learning Assessment
1. What are the standard delivered business roles for the scenario IT Service Management?
X A SOLMANREQU, SOLMANPRO,SOLMANSUPPDK
X B SOLMANREQU, SOLMANPRO, SOLMANDSPTCH
X C SOLMANREQU, SOLMANPRO, SOLMANDSPTCH, SOLMANADM
2. How can business roles be assigned?

X A By authorization role
X B By system user parameter
X C By personalization
X D By position in organization model
3. What is the SAP Fiori app Resolve and Dispatch Incidents designed for?
X A Creating incidents
X B Processing incidents
X C Dispatching incidents
X D Closing incidents

Unit 5
1. What are the standard delivered business roles for the scenario IT Service Management?
X A SOLMANREQU, SOLMANPRO,SOLMANSUPPDK
X B SOLMANREQU, SOLMANPRO, SOLMANDSPTCH
X C SOLMANREQU, SOLMANPRO, SOLMANDSPTCH, SOLMANADM
2. How can business roles be assigned?

X A By authorization role
X B By system user parameter
X C By personalization
X D By position in organization model
3. What is the SAP Fiori app Resolve and Dispatch Incidents designed for?
X A Creating incidents
X B Processing incidents
X C Dispatching incidents
X D Closing incidents

UNIT 6 Service Catalog and Service
Request Management
Lesson 1
Understanding the Concept of Service Fulfillment Process 185
Lesson 2
Introducing the Service Catalog 189
Lesson 3
Requesting a Service 195
Lesson 4
Processing a Service 199
UNIT OBJECTIVES
● Understand the concept of a Service Catalog and the ServiceRequest Fulfillment Process
● Maintain a Service Catalog
● Explain how end users can request a service
● Describe how a requested service can be fulfilled

Unit 6: Service Catalog and Service Request Management

Unit 6
Lesson 1
Understanding the Concept of Service
Fulfillment Process
LESSON OVERVIEW
In this lesson, you will learn about the Service Fulfillment Process within SAP Solution
Manager.
Business Example
Your company is planning to implement the IT Service Management scenario. As a project
manager, you therefore want to get an overview of the Service Fulfillment Process within SAP
Solution Manager.
LESSON OBJECTIVES
Service Catalog and the Service Request Fulfillment Process

Figure 175: IT Service Management and Service Request Management and Service Request Fulfillment
The Service Request Management is off the shelf integrated within the SAP Solution Manager
IT Service Management and is available after successfully performed system preparation,
basic configuration as well as ITSM basic setup. It interacts directly with the ITSM Incident
Management representing a comprehensive service point which enables a centralized
incident and issue message processing in multiple organization levels. The ITSM offers a
communication channel with all relevant stakeholders of a Service Request, such as business
user, SAP Service & Support and Partner Support employees.
According to ITIL the Service Request Management process is divided into two separat
processes: the Service Request creation and the Service Request Fulfillment. Within an
organization, Service Requests describe clearly defined IT services or standard processes,
which are often used and requested by the employees, such as resetting a password or
assignment of new work equipment. Usually, Service Requests are handled by a service desk,
and do not require a Request for Change (RFC) to be submitted.
The Service Request can be created via multiple inbound channels:
● via the self service portal within the CRM WebUI
● via telephone - users are calling the First Level Support directly
● via e-mail, e.g. with the help of the E-Mail Response Management System (ERMS).
Within the CRM WebUI a guided procedure is offered for a quick and user friendly creation of
new Service Requests.
After the Service Request was created, the can only add additional information and check the
given ones. The creator cannot switch the status manually.
The Service Request Fulfillment is done by the dedicated Support Team. Automatic partner
determinations can help to avoid manual dispatching. The processing can be supported by
functionalities like the checklist or the guided procedure. These functionalities can help to
structure the Service Request processing. This might be helpful especially when different
teams are working on the same request.

Lesson: Understanding the Concept of Service Fulfillment Process
After all steps are fulfilled, the Service Request will be sent back to the creator. Within the SAP
Best Practise process only the creator can confirm the Service Request.
Figure 176: IT Service Management and Service Request Management and Service Request Fulfillment
Service Requests can be defined by using the multilevel category. Within the Business Role
SOLMANREQU it is possible to define the top 5 common used Service Request Categories via
quick buttons in the Guided Procedure of the Service Request creation. All others are
reachable by a simple selection of the related multilevel category.
For every Service Request Category it is possible to create an individual data input tab via
Web UI customizing. Thus, you ensure that all required information would be entered by the
Service Requester. For example the time picker can be added to a Service Request Category
which helps to realize a data input of an appointment of execution.
Furthermore, you are able to configure pre-defined templates according to your needs. Such
templates can be assigned to a specific Service Request Category. All the entered values of a
template will be transferred automatically to the newly created Service Request. For example,
a predefined priority or description prefix of a template can be assigned automatically when
the Service Request is created. These templates are usually used within the other Business
Roles like SOLMANPRO for processors or SOLMANDISPATCH for dispatchers. They usually
do not create the Service Request via a Guided Procedure, so the template helps to reduce
manual work in the creation process.
The integrated Service Request Fulfillment functionality is used for post processing activities
of created Service Requests. This functionality is realized by so called Checklists or Guided
Procedures. Within a Checklist you are able to define all specific tasks (steps) which are
required to fulfill a Service Request. Such tasks contain for example information about the
task details, the responsible support team or support employee as well as the current task
status of execution. Different Checklists can be defined for specific Service Request
Categories.

Checklist can be assigned manually to a created Service Request by a responsible processor.

A more advanced functionality is provided by the Checklist Determination. This is used for the
automatic determination of the right Checklist for a related Service Request Category in case
that a new Service Request of this category is created.
If a Checklist is assigned to a created Service Request then the processor is able to select
manually the responsible partners for the various Checklist Steps. A more advanced
functionality is provided by the Checklist Step Partner Determination. This is used for the
automatic determination of the right Partners for the single Checklist activities in case that a
new Service Request is created.
Furthermore, you have the possibility to enable the SAP Business Workflow for Checklist
processing so that users can be notified about the Checklist Steps for which they are
responsible.
With the Solution Manager release 7.2 two Checklists are available: the normal Checklist and
the decision based checklist. More details will be covered in chapter "Processing a Service".
The Guided Procedure is a functionality that provides detailed descriptions of tasks that need
to be executed in a standardized way. The difference between Guided Procedure and
Checklists is, that the tasks within the Guided Procedure are represented by own transaction
types - the operational tasks SMOT. This allows to tread each task in a much more detailed
and controlled way. Some more details will be giving in chapter "Processing a Service".
LESSON SUMMARY

Unit 6
Lesson 2
Introducing the Service Catalog
LESSON OVERVIEW
In this lesson, you will learn how to maintain a service catalog.
Business Example
Your company has chosen SAP Solution Manager as IT Service Management Tool. Your
company offers various services to business users. As services do also follow a lifecycle, you
– as an administrator – were asked to create a service catalog where existing and new
services are maintained so that they can be ordered by business users.
LESSON OBJECTIVES
Service Catalog
Figure 177: IT Service Offering
The figure, IT Service Offering, shows a typical service example in a company. A service called
New Workplace is offered in a self service webshop, which can be ordered for, example, if a
new user is joining the company. As soon as the service is ordered, the service is
automatically split into different parts, meaning different service parts. In the example there is
one service of type material for a new monitor, one service of type service request for the
creation of the user in ERP, and an IT Service for email, which is again split into parts for the
creation of the account and the assignment of the standard email inbox profile.
For ordering the monitor with the help of the automatic, seamless integration to ERP, a
purchase requisition in ERP is created. To perform all required steps in SAP Solution

Manager, the services can lead to a service order (for approval) and later on to a service
request where the fulfillment of the single tasks is documented.
Figure 178: IT Service Offering II
With the help of the Service Catalog, the Service Desk can now offer services for the end
users. These service can be bundled to service packages. The end user will than only be able
to order the service package. The package can contain different business services that will
lead to different technical services. Usually, the end user is not interested (or even does not
know) which technical services might be needed for a specific request.
A typical use case for a service package can be found within the example the IT Service
Offering figure: the onboarding process. A service package New Employee might be ordered.
This will lead to several services like user creation, monitor ordering, and so on.
Figure 179: Service Catalog
The Service Catalog can be compared with a database where all services are stored in. Based
on an own workflow, these services do have their own lifecycle. Only released services are
visible to the end user and can be ordered within the business role SOLMANREQU. With the
release of 7.2 there are two different possible outcomes of the order process:

Lesson: Introducing the Service Catalog
● Service order
● Direct service request creation
The order process usually results in a so called service order. This service order is especially
needed when a service package with several service items is ordered and needs to be
approved. The whole approval procedure is only available within the service order. The
approval will only be done by specific approver. The approver is maintained thriough a
Business Partner relationship between a user and a sold-to party. There should also be a
business partner relationship between the creator and the same sold-to party (as for the
approver).
Figure 180: Service Catalog
The service catalog customizing entrance can be found also within the solution manager
setup: step 6 - Configure Service Catalog and Request.
The first activity Create Hierarchy for Service Catalog is an important prerequisite for the
service catalog. Check in transaction COMM_HIERARCHY if hierarchy SRVC_HIER was created
successfully after the execution.
For the Service Catalog creation several activities needs to be done. Please check the
documentation of this activity within the Solution Manager setup.

Service Order Management

When a business user orders a service that needs to be approved, the service order process
flow is started. This means, the business user creates a service order for the wanted service/
service package. This will be done with the help of a guided procedure out of the business role
SOLMANREQU (in Web UI work center service catalog).
After the completion of the creation the business user finds the service order within the Web
UI work center service catalog. The status of the service order will be “to be approved”. The
system will automatically determine the dedicated sold-to party and approver based on
business partner relationships and access sequences. Then there is the handover to the
Service Order Fulfillment.
The approver will see the created service order within the Home screen area in the widget “My
Messages - assigned to me”. The approver opens the service order and decides if all items
(the whole package) or only some items will be approved. It is also possible to reject. As soon
as one item from type service request was approved, the system will create the service
request document in the background. It is possible to navigate directly from the service order
to the service request.

Lesson: Introducing the Service Catalog
The fulfillment of the individual tasks (steps) take place within the service request. As the
category can be taken over from to the Service request all functionalities as checklist or
guided procedure determination are available and can also be used within the service catalog
process.
Figure 183: Direct Service Request
Direct Service Request Creation

When a business user orders a service where an approval is not necessary, the service
request process is directly started. This means, the business user creates a service request
for the wanted service. This will be done with the help of a guided procedure out of the
business role SOLMANREQU (in Web UI work center service catalog). This guided procedure
looks similar to the one for the service order, so the business user is not noticing, which
process is started.

Figure 184: Direct Service Request
After the completion of the creation the business user finds the service request within the
Web UI work center service catalog. The status of the service request will be “New”. The
system will automatically determine the dedicated sold-to party based on business partner
relationships and access sequences. Then there is the handover to the service request
fulfillment.
The fulfillment of the individual tasks (steps) take place within the service request. As the
category can be taken over from to the Service Request all functionalities as checklist or
guided procedure determination are available and can also be used within the service catalog
process.
LESSON SUMMARY

Unit 6
Lesson 3
Requesting a Service
LESSON OVERVIEW
In this lesson, you will learn how to request a service.
Business Example
Your company has introduced Service Requests in SAP Solution Manager. As business user,
you are facing a particular issue and want to request a service.
LESSON OBJECTIVES
Service Request
Figure 185: Creation from WebUI
If the service catalog is not used, it is still possible to create service requests directly.
The figure, Creation from WebUI, shows the creation screen of a service request in the CRM
WebClient UI. The creation procedure is similar to the incident creation, a guided procedure
will help the users to fill the required fields for the creation. There is the possibility to offer
“Top Service Requests”, which are usually the ones most often ordered. If one of the buttons
is clicked, the categorization is done automatically. If the user wants to create a different
service request (not one of the top 5), she can choose a different category from the dropdown
fields in the lower screen.

Figure 186: Top Service Requests - Configuration
For displaying the top service requests, an entry in transaction DNO_CUST04 has to be
maintained. For the field name, enter value TOP_SERVICE_REQUEST_CATEGORY. The
sequence number defines the sort order of the top service requests in the Web UI. As field
value enter the ID of the Multilevel-Category.
Figure 187: Top Service Requests and Default Value
When users are choosing one of the top service requests, the categorization will be set
automatically in the service request. If none of these top ones fit their needs, they can choose
the category manually through the dropdown option. Category Level 1 is already available as
default - Business Applications. This is based on an additional customizing setting in
transaction DNO_CUST04. Add an entry with value
DEFAULT_SERVICE_REQUEST_CATEGORY and the Multilevel-Category-ID.

Lesson: Requesting a Service
Figure 188: Individual Service Request Data
Based on the chosen categorization, the service request data assignment block is displayed
with individual fields. This is done based on Web UI configuration, which is explained in more
detail later on.
LESSON SUMMARY


Unit 6
Lesson 4
Processing a Service
LESSON OVERVIEW
Your company is planning to implement the IT Service Management scenario. As a project
manager, you therefore want to get an overview of the Service Fulfillment Process within SAP
Solution Manager.
Service Request Management is an important part within an organization to cover
standardized processes like password resets. The Service Request process differs from the
Incident Management process and should be handled differently, according to ITIL
recommendations.
Business Example
A business user has requested a service from a service catalog. As processor of the service,
your task is now to fulfill all required steps.
LESSON OBJECTIVES
Service Request Fulfillment
Figure 189: Monitor Service Requests
The figure, Monitor Service Requests, has some selection criteria by default. Additional
criteria can be added using the plus symbol next to each criteria listed. The criteria can be

selected from the dropdown along with logical operators that are used to match the value
field on the right-hand side.
Custom queries can be defined and saved to the home page so they can be accessed more
easily directly from the Home screen.
To define user-specific queries, proceed as follows:
1. Log onto to the Web Client UI. Choose Incident Management from the menu on the left-
hand side.
2. From the Search box, select Service Requests. This will display the query builder screen.
3. Select each criteria you need from the dropdown lists against the first column. If more
criteria are required, choose the plus icon on the right-hand side of the row. For each
criteria select the appropriate logical operator from the dropdown list in the second
column. The values presented are appropriate to the criteria selected in the first column.
In the final column, type in the appropriate value or select one or more values from the
drop list if available.
4. If you wish to save this query, type its name in to the Save Search As: box and choose the
Save button. This query will now appear on your Home page for future re-use.
5. Choose the Search button and the results will be displayed in a table Result List. The
columns in the table can also be personalized. Any service request that is shown in the
Result List can be launched directly by choosing their reference number (ID column).
6. You can easily export the result list to excel for further processing.
Figure 190: UI Structure: Important Assignment Blocks
The standard assignment blocks group key areas of information about the service request
together. Each assignment block can be expanded or collapsed to help in keeping the screen
readable.
Note:
The more assignment blocks are expanded directly at the beginning, the more
information the system needs to load and the longer users have to wait for the
screen being displayed.

Lesson: Processing a Service
Default configuration for a service request will determine which assignment blocks are
displayed by default and whether they are expanded or collapsed by default. A user can
further personalize this for themselves if allowed to do so through authorizations.
Figure 191: Details-Information
From the initial screen for a service request, the Details assignment block is expanded by
default. This assignment block provides all the key contact data, the chosen category, status,
relationships to other documents, and (if configured) SLA-relevant data. It is presented in an
easy to view format making it simple to understand the context of a service request from the
first screen.
Figure 192: Individual Checklists Steps per Category and Fulfillment
The integrated Service Request Fulfillment functionality is used for post processing activities
of created service requests. This functionality is realized by the "Checklists". Within a
checklist you are able to define all specific tasks (Steps) which are required to fulfill a service
request. Such tasks contain, for example, information about task details, the responsible

support team, or support employee, as well as the current task status of execution. Different
checklists can be defined for specific Service Request Categories.
Since release 7.2, two checklists are available. The normal checklist and the decision based
checklist.
The normal checklists provides the following functionalities:
● Sequential and parallel processing of tasks
● Visualization via list and graphical process flow diagram
● Determination of checklists and checklist processors via rules
● SAP Workflow integration to inform responsible processors of assigned steps
● Work instructions, action processing, long text available in step details
● Checklist specific search criteria in search pages and IC inbox
● Availability for Service Requests / Incidents / Problems / Requests for Change / Service
Orders
The decision based checklists offers the following:

● Only sequential processing of tasks
● Combination of actions within the checklist action profile, so that the status of the Service
Request can be influenced
● Icon-based buttons for a comfortable processing
● Visibility of following steps depending on previous step result (Confirmed/ Unconfirmed)
To create checklists, customizing is required. At first, a checklist has to be created which is

assigned afterwards to a main checklist profile for service requests. After this, all the required
checklist steps have to be defined as well as their checklist step options, if needed. Finally, all
the checklist steps are assigned to the related checklist and the kind of processing (sequential
or parallel processing) is specified.
The customizing options can be found in transaction SPRO via this path: SAP Solution
Manager Implementation Guide → SAP Solution Manager → Capabilities (Optional) → IT
Service Management → Checklists.
Checklist can be assigned manually to a created Service request by a responsible processor.
a more advanced functionality is provided by the checklist determination. This is used for the
automatic determination of the right checklist for a related service request category in case
that a new service request of this category is created.
If a checklist is assigned to a created service request then processor is able to select manually
the responsible partners for the various checklist steps. A more advanced functionality is
provided by the checklist step partner determination. This is used for the automatic
determination of the right partners for checklist activities in case that a new service request is
created.
You can enable SAP Business Workflow for checklist processing so that users can be notified
about the checklist steps for which they are responsible.

Lesson: Processing a Service
Figure 193: Individual Guided Procedure per Category
In addition to the checklists a guided procedure could be used. This guided procedure will
need to be configured within the Business Process Monitoring. The guided procedure can also
be determined automatically according to the selected category. However, it has to be
released for processing to create the individual operational tasks (SMOT).
Afterwards, the processor can decide if the processing should take place within the individual
tasks or within the guided procedure.
An advantage of the individual tasks is that each document can be treated separately, so own
texts can be added as well as individual calculation for SLA might be considered.
LESSON SUMMARY


Unit 6
Learning Assessment
1. What is the best description of a service request?

X A Request by a user for information, advice, or a standard change
X B Everything the user wants and pays for
X C Any request from a user via a web-based self-help interface
X D Every low-risk RFC
2. How many top service requests can be maintained at maximum?

X A 3
X B 5
X C 10
3. What integrated functionalities support the processing of service requests?

X A Checklists
X B Questionnaires
X C Guided procedures
X D SLAs

Unit 6
1. What is the best description of a service request?

X A Request by a user for information, advice, or a standard change
X B Everything the user wants and pays for
X C Any request from a user via a web-based self-help interface
X D Every low-risk RFC
2. How many top service requests can be maintained at maximum?

X A 3
X B 5
X C 10
3. What integrated functionalities support the processing of service requests?

X A Checklists
X B Questionnaires
X C Guided procedures
X D SLAs

UNIT 7 Incident and Problem
Management Process
Lesson 1
Outlining the ITIL Best Practice Process 209
Lesson 2
Creating Incidents 211
Lesson 3
Processing Incidents 217
Lesson 4
Processing Problems 223
UNIT OBJECTIVES
● Outline the process flow for Incident and Problem Management

● Create incidents using the WebClient UI
● Explain how to process incidents
● Explain how to process problems

Unit 7: Incident and Problem Management Process

Unit 7
Lesson 1
Outlining the ITIL Best Practice Process
LESSON OVERVIEW
IT Service Management provides functionality to report incidents, problems, and service
requests, helps to find solutions, and supports efficient message processing. This lesson
provides a high-level introduction into the process flow in Incident and Problem Management
and provides a best practice process.
Business Example
Your company has decided to implement IT Service Management in SAP Solution Manager
7.1. As a member of the project team, you want to get an overview of the SAP standard
process on Incident and Problem Management.
LESSON OBJECTIVES
ITIL Best Practice Process
Figure 194: ITIL Best Practice Process
SAP Solution Manager provides various options for entering incidents or service request
messages.
The choice of which entry channel to use depends on the processes within your support
organization. You must decide who is to be allowed to create messages: only your key users,
as is often the case in the SAP support only process, or every employee in the company.
Other considerations include whether or not the creator can create the message online and
forward the message directly to specialists by assigning a category.

The following three areas of an Incident and Problem Management process can be found, in
varying form, in every customer process:
● Recording incidents or service request messages via various channels to the support
organization
● Processing steps within the support organization that are intended to lead to a solution to
the disruption
● Activities and processes that can arise from the incident and problem processing
Incident Management includes the following functions:

● Related searches based on categorization
● Multiple inbound channels through ALM integration
● Flexible UI enhancements
● (Auto) Dispatch to support teams based on end-user data, system data, or categorization
Problem Management includes the following functions:

● Combine multiple incidents with same cause and lock related incidents
● Deep investigation of issues with impact and root cause analysis
● Forward problem messages to SAP AGS
● Create tasks, knowledge articles, or request for changes as follow-up
LESSON SUMMARY

Unit 7
Lesson 2
Creating Incidents
LESSON OVERVIEW
SAP Solution Manager 7.1 provides you with various opportunities for creating incidents. This
lesson provides an overview about the different ways and the different UIs that are available
for the creation of incidents.
Business Example
the project team, you want to get an overview of the different options to create incidents. For
this reason, you require the following knowledge: An understanding of the different ways to
report an incident
LESSON OBJECTIVES
Options to Create Incidents
Figure 195: Inbound Channels
There are a variety of methods available to an end user to create an incident. This allows a
user to create and log the incident in a way that is most convenient for them and suitable for
the error that has occurred. Each customer can use one or more of these methods within
their own environment.

The figure, Inbound Channels, illustrates the main frontend technologies that can be used to
create incidents within the SAP Solution Manager system. This lesson will describe these
options in more detail and the required configuration steps to deploy them.
As the SAP frontend technologies are integrated in the IT Service Management of SAP
Solution Manager, the user of SAP systems can create incidents from their current
transaction. The incident will be enriched automatically with system information, such as
user, support package level, and transaction. The SAP component is auto-assigned based on
the transaction from where the user creates the incident.
This lesson focuses on the main frontend technologies used for creating incidents: the SAP
GUI, the My Incident app within the Solution Manager Launchpad, and the CRM WebClient UI.
Note:
It is also possible to create incidents from different connected ALM processes,
such as Process Management or Test Management. These options are not
covered in this lesson.
Figure 196: Incident Creation from a Managed System
The figure, Incident Creation from a Managed System, illustrates how an incident can be
created directly within the SAP GUI of your Solution Manager or from a managed system.
This functionality enables the customer to create the incident directly within the relevant
system. After saving, the customer sends the incident to the service team. This incident is
then visible in the SAP Solution Manager system for processing. This also means that, after
sending, the message will only be available in the SAP Solution Manager system and not in the
managed system.
By default, the component list is received from SAP using one of the background jobs shown
in the Basic Setup Steps unit (Unit 3, Basic Setup). The customer can, however, decide to
extend this structure to their own components (ZZ components).
Customization

Lesson: Creating Incidents
● SAP Note 621927 - Authorization for creation of Support Messages explains how to
restrict the Help → Create Support Message function in the managed system to certain
users.
● SAP Note 832273 - Data authorization check in Support Desk message explains how to
perform an authorization check (SU53) automatically and write the data in the incident.
This can be realized with the help of the BAdI SBCOS001.
Figure 197: Incident Creation — SAP GUI
Prerequisites
To allow the creation of support messages directly from managed systems, you need to
maintain an RFC connection to the SAP Solution Manager system in your managed systems.
Therefore, in each managed system, table BCOS_CUST must be maintained, pointing at the
Back RFC (RFC connection to central SAP Solution Manager Incident Management client).
Hint:
Table maintenance can be done with transaction SM30.
In addition, the user of the RFC destination to the SAP Solution Manager system (Back-RFC
destination) needs the authorization to create incidents on the SAP Solution Manager system.
This authorization is included in the (PFCG) role Z_SOLMAN_BACK, which is assigned to the
SMB_<SID of the managed system> user in the SAP Solution Manager system during the
Managed Systems Configuration part in transaction SOLMAN_SETUP.

Figure 198: Incident Creation — My Incident App
Incidents can also be created using the Solution Manager Launchpad app, My Incidents.
End users can be given the authorization role, SAP_SMWORK_INCIDENT_MAN. This maps
the IT Service Management group to the users.
Users creating incidents in this way are not subject to license fees. The end user logs on to the
Solution Manager Launchpad and selects the app, My Incidents.
To create an incident, choose +. The user must choose the appropriate transaction type, if
more than one is available.
The reporter must just assign a title, a priority, a category (if known), the component (if
known), and the configuration item (if known). As not all reporters are aware of the entries
they will have to choose, those fields are not mandatory and can be filled in later, for example,
by the dispatcher or first level support.
Figure 199: Incident Creation — CRM Web Client UI

Lesson: Creating Incidents
Incidents can also be created using the web self service for reporter in the WebClient UI.
End users can be given the role SAP_SM_CRM_UIU_SOLMANREQU. This maps the requester
business role (SOLMANREQU) to the end user. Web Self service users creating incidents in
this way are not subject to license fees.
The end user logs on to the WebClient UI and chooses Create → Incident.
The reporter must just assign a title, a priority (specified by urgency and impact), and enter a
detailed description. The creation is done by a guided procedure, so a step-by-step creation is
available for the end users. Once complete, they can save the incident and it can then be
picked up by the support teams.
Figure 200: Incident Creation in CRM UI
The guided procedure supports system users with the reporting of incidents. In contrast,
other user groups, such as message processors or dispatchers, possess more background
knowledge and, therefore, require an appropriate interface for reporting of incidents. The
(PFCG) role, SAP_SM_CRM_UIU_SOLMANPRO, provides access to enhanced reporting
functionality, such as maintaining the SAP collaboration assignment to forward messages
directly to the SAP support backbone.

Figure 201: Incident Creation from a Template
If you often create incidents with the same data, you can minimize the time required by
creating a template.
Incident templates can be created to predefine certain fields, such as description, priority,
category, and text fields.
LESSON SUMMARY

Unit 7
Lesson 3
Processing Incidents
LESSON OVERVIEW
After an incident has been created and sent to the support team, it needs to be processed.
This lesson discusses the different actions that are available in the processing of incidents.
Business Example
the project team, you want to get an overview of the different actions that are available for the
processing of incidents.
LESSON OBJECTIVES
Incident Processing
Figure 202: Incident Processing — Dispatchers
It is the responsibility of the dispatcher to dispatch unassigned messages to the correct

service team. The service team then manages the processing of the forwarded incident.

In this way, incidents are assigned to the service team with the appropriate expertise. This
ensures fast and efficient processing of incidents.
The WebClient UI for the dispatcher (business role SOLMANDSPTCH) is similar to the UI for
the message processor (business role SOLMANPRO). The dispatcher has access to the
Incident Management area and a list of all unassigned messages.
Note:
Dispatcher can also process incidents and provide first level support.
Figure 203: Incident Processing — Message Processors
By default, SAP Solution Manager 7.2 provides the business role SOLMANPRO for message
processors. This business role provides message processors with access to the IT Service
Management work center of the the WebClient UI, which offers further functionality for
searching and processing incidents.
For easy access and fast processing, special home screen widgets are provided, for example,
My Messages - Assigned to Me. These home screen widgets can be optimized to display
messages that involve the processor.

Lesson: Processing Incidents
Figure 204: Message Processor View
The figure, Message Processor View, shows the initial screen for an incident viewed by a
message processor.
By default, the Details assignment block is expanded. This assignment block provides all the
key contact data, category, status, related documents, affected system and objects, and the
key SLA information for the incident. It is presented in an easy-to-view format that makes it
easy to understand the context of an incident.
Figure 205: Available Assignment Blocks
The assignment blocks group key areas of information about the incident.
Each assignment block can be expanded or collapsed, to keep the screen legible.
The default configuration for an incident determines which assignment blocks are displayed
and whether they are expanded or collapsed. Users can personalize this if they have the
correct authorization.

Figure 206: Possible Actions
The figure, Possible Actions, highlights the standard actions that can be performed when
processing an incident.
These standard actions facilitate the management of all activities related to incident
processing: forward the message to other parties, request assistance, and update the user on
the processing status.
Additional follow-up document types can be created and offered if configuration has been
created and the user has the authorization to create the follow on document.
Figure 207: Incident Search
In addition to the available widgets, it is possible to search for open incidents. If a specific
search is used frequently, it is possible to save the search. The search can be found in the
Home screen area.

Lesson: Processing Incidents
Figure 208: Exchange with SAP Support
As a basic function, messages can be forwarded to SAP.

To send a message to SAP, in the SAP Collaboration assignment block, choose Edit and
choose Send to SAP. A guided procedure takes you through the steps required to send the
message to SAP.
When completed, this creates a new customer message in the SAP Service & Support
Backbone. The SAP customer message number will be linked to the SAP Solution Manager
incident. The SAP message number is held in the SAP Collaboration assignment block.
Updates to the message can be triggered manually from within the assignment block or at
regular intervals by the standard job REFRESH MESSAGE STATUS.
Before a message can be sent to SAP, you have to perform the following steps:
1. Use the Information text type to enter some information for SAP Support.
2. Use transaction AISUSER to assign an S-user to the message processor.
Note:
This user must have the following authorizations on SAP Service Marketplace,
according to the customer’s installation:
● Confirm Customer Messages
● Create Customer Messages
● Display Customer Messages
● Send Customer Messages to SAP
If you also wish to map additional incident texts to SAP from your message, you must
maintain text mappings in table AIC_MAP_TXT_SAP. This can be done through transaction
SM30 or using SAP Reference IMG path SAP Solution Manager → Capabilities (Optional) → IT
Service Management → Text Determination Procedure → Text Mapping.

LESSON SUMMARY

Unit 7
Lesson 4
Processing Problems
LESSON OVERVIEW
When multiple incidents with similar issues have been created and sent to the support team,
further investigation might be required. This lesson discusses the creation and processing of
problems. In addition, the connection between problems and their linked incidents will be
highlighted.
Business Example
the service desk team, you want to get an overview on the creation and processing of
problems. For this reason, you require the following knowledge: Understanding of the
workflow in the problem management process
LESSON OBJECTIVES
Problem Processing
Figure 209: Problem Creation
As shown in the figure, Problem Creation, a problem can be created out of the IT Service
Management Web UI.

Alternatively a problem can be created out of an incident. This automatically assigns the
incident to the problem.
Figure 210: Relationships
You can assign incidents to a problem by maintaining the Relationships section in the Details
assignment block of the incident.
Alternatively, you can edit the problem and maintain the related Incidents assignment block.
This also allows you to assign multiple incidents to a problem.
Figure 211: Locking of Incidents

Lesson: Processing Problems
If an incident is assigned to a problem, it can be locked using the lock action in the Related
Incidents assignment block. This makes the incident unavailable for further processing.
Once the status of the problem reaches Completed, the assigned incidents will be unlocked. In
addition, the solution to the problem will be forwarded to these incidents and their statuses
will be set to Proposed Solution.
LESSON SUMMARY


Unit 7
Learning Assessment
1. Deep issue investigation is part of which of the following?

X B Problem Management
X C Knowledge Management
2. What is not the goal of Problem Management?

X A Avoid problems and resulting incidents
X B Manage problems across their lifecycle
X C Restore the service to the user
X D Eliminate recurring incidents
3. In which situation should a problem record be created?

X A An event indicates the failure of a redundant network segment that does not affect
users
X B An incident is forwarded to second-level support
X C A technical management team identifies a permanent solution for recurring

incidents
X D Incident management has found a workaround and needs help with its
implementation

Unit 7
1. Deep issue investigation is part of which of the following?

X B Problem Management
X C Knowledge Management
2. What is not the goal of Problem Management?

X A Avoid problems and resulting incidents
X B Manage problems across their lifecycle
X C Restore the service to the user
X D Eliminate recurring incidents
3. In which situation should a problem record be created?

X A An event indicates the failure of a redundant network segment that does not affect
users
X B An incident is forwarded to second-level support
X C A technical management team identifies a permanent solution for recurring

incidents
X D Incident management has found a workaround and needs help with its
implementation

UNIT 8 Knowledge Management
Process
Lesson 1
Establishing a Full Text Search in SAP Solution Manager 231
Lesson 2
Creating Knowledge Articles 239
UNIT OBJECTIVES
● Full text search in SAP Solution Manager

● Explain the steps to create knowledge articles
● Create Knowledge articles

Unit 8: Knowledge Management Process

Unit 8
Lesson 1
Establishing a Full Text Search in SAP Solution
Manager
LESSON OVERVIEW
Knowledge Management is a central process to allow sharing knowledge within a company.
Already known bugs, frequently asked questions, and access to already existing knowledge is
a key factor for an effective IT Service Management.
Business Example
Your company is planning to implement the IT Service Management scenario. The share of
knowledge within these processes is an essential functionality. The full text search is
therefore required, there are two possibilities to establish the full text search. One is to use
the TREX. The other one is to use the functionality of the HANA database. As an administrator
you want to understand what the differences of these possibilities are.
LESSON OBJECTIVES
Full Text Search in SAP Solution Manager

Figure 213: Full text search
With Solution Manager 7.2 the Embedded Search is available within the Solution Manager
launchpad.
It is possible to search for any key word. Depending on the setup all documents for different
scenarios will be checked.
This search is also available within the WebClient UI. Here the „All Object" search in the top
right corner can also be used to search for any key word.
As a result - again depending on the configuration - different scenarios/ documents in
scenarios will be checked.

Lesson: Establishing a Full Text Search in SAP Solution Manager
As this Embedded Search can be used cross-scenario wide, the setup is available as an own
activity within the Solution Manager setup.
Already within the setup it can be seen, that two possibilities for the setup are available: the
TREX (Text Retrieval and information EXtraction) and the HANA database.
In addition to the cross-scenario configuration all scenarios do have their own additional
activities to ensure the search per scenario.
For IT Service Management those activities can be found within step 3 - Configure Search
Infrastructure.
Not all activities need to be done. Some are only relevant for TREX usage e.g. within step 3.3
activity „Setup TREX for search". Additional information can always be found within the
documentation of each activity within the Solution Manager setup.

Figure 217: Full text search - TREX Architecture
TREX is based on a client/server architecture. The TREX client is integrated into the
application that uses the TREX functions and allows communication with the TREX servers.
The servers process the requests of the clients: They mainly index and classify documents
and respond to search queries. TREX is made up of the components depicted in the graphic
and described above. These componentscan either be installed on a single host in a single
easy installation process or can be distributed over a multi-host landscape for scalability and
high availability.
Java Client and ABAP Client
TREX offers multiple interfaces that can be used to integrate TREX functions into an
application. The Java client is an interface that Java applications can use to access TREX.
ABAP applications use the ABAP client to access TREX. The Java client is part of SAP Web AS
Java. The ABAP client is part ofthe SAP R/3 system.
Web Server with TREX extension
If the application uses the TREX Java client and communicates using HTTP, a Web server is
used for the communication. The application sends requests to the Web server in XML format
using HTTP/HTTPS. The Web server accepts the requests, converts them to a TREX-internal
format and then forwards them to the responsible components. A TREX component that
enhances the Web server with TREX-specific functions is installed on the Web server.
Technically, this component is realized as follows:
● With Windows, as an ISAPI server extension for the Microsoft Internet Information Server.
● With UNIX, as a shared library for the Apache Web Server.
RFC Server and SAP Gateway

In ABAP-based scenarios, the SAP Gateway is the equivalent of the Web Server and the TREX
RFC server is the equivalent to the Web server extensions.

Queue Server
The queue server enables documents to be indexed asynchronously. The queue server has a
separate queue for each index. It collects documents to be indexed in this queue. It
coordinates the
preparation of documents and transmits them to the index server at certain intervals that can
be configured by the administrator. This allows you to carry out indexing at times when the
system load
on the index server is low due to few search queries taking place.
Preprocessor
The preprocessor is involved in searching and indexing.
● When searching takes place, the preprocessor carries out a linguistic analysis of the
search queries. The preprocessor then transmits the results of the analysis to the index
server.
● When indexing takes place, the preprocessor prepares the documents. The preparation
consists of the following steps:
- Loading documents:
If the application transmits the documents as URIs rather than directly, TREX resolves the
URIs. This involves fetching the documents from the repository that the URIs reference.
● - Filtering documents:
The preprocessor extracts the textual content from documents of different mime types (e.g..
MS Word, MS PowerPoint, PDF, etc.) and then converts it into the UTF-8 Unicode format for
further processing.
● - Analyzing documents linguistically:
Linguistic analysis involves splitting text into words and phrases and reducing words to root
forms.
Index Server
The index server indexes and classifies documents and answers search queries. The
processing takes place in the following engines that belong to the index server:
● Search engine:
This engine is responsible for standard search functions such as the exact, error-tolerant,
linguistic, Boolean, and phrase searches.
● Text-mining engine:
This engine is responsible for classification, searching for similar documents ('See Also'
search), the extraction of key words, and so on.
● Attribute engine:
This engine is responsible for indexing highly performant searching over structured data,
such as document attributes or catalog data.
Name Server 1
The name server manages information on the entire TREX system. It makes sure that the
TREX servers receive the information they require and that they can communicate with one
another. The

name server has the following tasks:

● Managing the topology file:
The topology file contains information on all components in the TREX system (servers, hosts,
indexes, and queues) and their status.
● Coordinating replication services:
The replication services are relevant in a distributed TREX system. The name server
maintains the information about the data status on each server and makes sure that changed
data is replicated.
● Load-balancing:
The name server accepts requests and distributes them to the responsible servers. It is
responsible for distributing indexes and search queries.
TREX Daemon
After the TREX installation, a TREX daemon runs on each host. The daemon is a central
service that starts the actual TREX servers (index server, queue server, and so on) and
monitors them during
routine operation. If a server becomes unavailable, it is automatically restarted by the
daemon. In the standard configuration, the daemon starts all servers that have to run for a
minimal TREX system.
Figure 218: Full text search - TREX Setup
The figure above outlines the steps that needs to be done before the TREX can be switched
on.
More information can be found on SAP service marketplace:
http://www.service.sap.com/trex

Figure 219: Full text search - SAP HANA
Structure:
The SAP HANA-based variant 1 of Embedded Search comprises the following two software
components:
ABAP component
As part of Application Server ABAP in SAP NetWeaver, Embedded Search provides the search
services that are required for direct access to business data in SAP HANA. The user interface
and administration and modeling tools are also provided.
SAP HANA
SAP Business Suite uses SAP HANA as the database for its business data.
Once you have completed the SAP HANA-specific post-installation tasks for Embedded
Search, applications can use Embedded Search.
The figure above illustrates the process flows for runtime.
Runtime: A search application (for example, based on the standard user interface) in the SAP
system sends a search request to Embedded Search, which translates the request into SQL-
SELCET statements and directs them to SAP HANA. The search result calculated by SAP
HANA is transferred to Embedded Search. Embedded Search sends the search result to the
search application.
LESSON SUMMARY


Unit 8
Lesson 2
Creating Knowledge Articles
LESSON OVERVIEW
In this lesson, you will learn how to create knowledge articles.
Business Example
Your company would like to use the Solution Manager as a knowledge base. As an
administrator you were asked to create knowledge articles with different authorization
purpose for different user groups.
LESSON OBJECTIVES
Steps to Create Knowledge Articles
Figure 220: Knowledge Management
In SAP there are several functionalities that support Knowledge Management, such as store,
subscribe, and publish information. In the context of SAP Solution Manager IT Service
Management, the core object used is the Knowledge Article (KA). The KA is highly integrated
in service records, such as Incidents or Problems. Any CI or ITSM process can refer to KAs,
which provide particular guidance, notes, or detailed descriptions as text with different text

types, with attachments or even with further links to other knowledge databases or external
URLs. A KA can have different types, such as known error, FAQ, and guide.
Furthermore, the SAP Solution Manager itself represents a Knowledge Management system
as it collects various IT service related information at one platform. It includes references to
any SAP or non-SAP system in the customer's IT landscape and stores IT related information
to a central place. SAP Solution Manager bundles and relates information about business
processes, applications, IT infrastructure items, IT services, business partner information,
and even reporting data, to act as an overall enterprise resource planning tool specifically to
manage the IT of SAP customers.
Figure 221: Leverage Organizational Knowledge to Meet User's Needs
The figure, Leverage Organizational Knowledge to Meet User's Needs, shows the different
user groups and their needs in regards to Knowledge Management.
● Business User:
For business users Knowledge Management is important to identify already known
problems or to have access to frequently asked questions. A positive side effect of this
procedure is that Incidents and Service Requests can be avoided before creation which
reduces the amount of work of your support organization.
● IT Support 1st Level:
If business users have created Incidents and Service Requests for employees of your
support organization, an efficient search for knowledge articles is required to identify
whether the reported problem is already known to avoid double analysis of tickets.
Released Knowledge articles can be attached to incidents and are provided to the business
users.
● IT Support 2nd Level:
When a ticket reached the 2nd Level Support it is usually dealing with a new problem. The
task for the employees of the second level is (after a successful analysis) to share this
knowledge with their colleagues. Therefore, as follow up of a ticket, a knowledge article is
usually created. Essential information like problem and solution description are taken

Lesson: Creating Knowledge Articles
over . If the KA is approved, it is released to a certain amount of users. The visibility of KAs
can be restricted based on specific criteria like the authorization scope.
Figure 222: Customer Knowledge Database
In the course of the message processing there are several points where an information search
is required. Support Employees can search, for example, on the Service Marketplace for SAP
Note or in Software Developer Network forums. But a customer-specific knowledge database
is also helpful as not all users have access to SAP Service Marketplace and as the amount of
information there is not focused on the company.
KA Overview and Capabilities

Knowledge Article in SAP ITSM on SAP Solution Manager allows you to create, represent, and
distribute knowledge within your organization. It is based on one order capabilities and can be
integrated with one order objects.
KA Capabilities
● Can be used with service processes in the integration center (IC) and SAP Solution
manager professional ITSM
● Faster access to specific information via categorization and full text search (there is a
limitation for the full text search of KAs using SAP HANA, but development is ongoing)
● Easy integration to other CRM based objects, for example, customers, products, installed
bases, campaigns, opportunities, incidents, and many more
● Multilingual and multiple text authoring
● Attachment capability and special authorization scopes
● Open interfaces for import and export from and to existing knowledge bases
● Automatic update creation of knowledge base index when a knowledge article is saved

KA is a single source of different types of information.
Figure 223: Multilevel Categorization as important functionality I
Multilevel categorization enables you to flexibly design categorization and to integrate the
functions of auto suggest and content analysis in your applications.
For SAP Solution Manager IT Service Management, it is a prerequisite for several core
functions:
● Find related transactions (incidents, problems,...)
● Basis for an effective reporting and monitoring
● Support team determination
● SLA management
● Knowledge management
● Suggestion of solution

Lesson: Creating Knowledge Articles
Figure 224: Multilevel Categorization as important functionality II
Based on the maintained Multilevel Categorization in an Incident via the option Find Related,
problems can be found that deal with the same issue. Also Knowledge Articles (KAs) are
displayed via this functionality, so that existing knowledge is found immediately which speeds
up the processing of Incidents.
Figure 225: Knowledge Article: User Interface
The user interface of Knowledge Articles (KAs) is similar to Incidents, Problems or Service
Requests. There is no layout-break between the documents and they can be handled in one
environment - the WebClient UI.

Figure 226: Authorization Scope
KAs also follow a certain process to achieve a reliable quality management. Before a KA is
released, it is not visible to business users. In addition, within a KA you can define the
authorization scope. So it can be achieved to distinguish between KAs that are visible to all
users or KAs that are only visible to message processors.
Figure 227: Authorization Scope
For the configuration of these authorization checks, go to transaction SM34 and maintain
table CRMVC_AUTH_SCP. For the domain KNOWLEDGEARTICLE you can define different
authorization scopes based on your requirements. These authorization scopes can be
assigned in an authorization role (Maintenance via transaction PFCG) in authorization object
CRM_AUTHSC. The figure shows a user that has access to all public, internal, or confidential
KAs. If the authorization scope would only include 100010 it would mean that only public
knowledge articles are visible to this user.
LESSON SUMMARY

Unit 8
Learning Assessment
1. Full Text Search can be used without TREX when SAP Solution Manager is on a SAP HANA
database.
X True
X False
2. Knowledge Articles can be referenced to all types of messages.

X True
X False
3. Knowledge Articles cannot be restricted to different user groups.

X True
X False

Unit 8
1. Full Text Search can be used without TREX when SAP Solution Manager is on a SAP HANA
database.
X True
X False
2. Knowledge Articles can be referenced to all types of messages.

X True
X False
3. Knowledge Articles cannot be restricted to different user groups.

X True
X False

Customizing I
Lesson 1
Explaining the Meaning of Transaction Types 249
Lesson 2
Customizing the CRM Service Transaction 251
UNIT OBJECTIVES
● Understand the meaning of transaction types for IT Service Management

● Customize the CRM Service Transaction
● Outline the procedure to copy transaction types for Incident Management into the
customer namespace
● List advanced customizing options for Incident Management

Unit 9: IT Service Management Customizing I

Unit 9
Lesson 1
Explaining the Meaning of Transaction Types
LESSON OVERVIEW
In this lesson, you will learn how to adapt transaction types.
Business Example
Your company wants to implement Incident Management by using SAP Solution Manager IT
Service Management. As a member of the project team, you want to know how you can adapt
the SAP standard transaction types according to your needs.
LESSON OBJECTIVES
Transaction Types
IT Service Management processes are technically based on transaction types. Each process
has its own transaction type.
Transaction types represent a set of different configuration settings.
Configuration settings represent information and functions within a process.
A transaction type defines properties and characteristics of a business transaction (for
example, sales order or service request) and specifies the control attributes (for example, text
determination procedure, partner determination procedure, or status profile). A transaction
type controls processing of a specific business transaction. A business transaction type is
assigned to one or several business transaction categories (for example, activity, opportunity,
sales, or service). The business transaction category defines the business context in which a
business transaction type can be used.
All IT Service Management processes use transaction types. Some of the transaction types
for ITSM are as follows: .
Incident, Problem and Request Management
● SMIN (Incident)
● SMIT (Incident Template)
● KNAR (Knowledge Article)
● SMPR (Problem)
● SMPT (Problem Template)
● SMRQ (Service Request)
● SMSO (Service Order)

Figure 228: Basic Elements of each Transaction Type
The standard transaction type for an incident is SMIN. For each transaction type, you can
define the different attributes that are required for a business process. Linked to the
transaction type are text determination procedure, partner determination procedure, status
profile, organizational data profile, date profile, action profile, number range, and the SLA
Determination procedure (see figure, Basic Elements of Each Transaction Type).
LESSON SUMMARY

Unit 9
Lesson 2
Customizing the CRM Service Transaction
LESSON OVERVIEW
Standard ITSM processes can be adapted according to the customer’s needs. This unit shows
some customizing options for the ITSM processes. First the general concept of transaction
types is introduced. Then there is a lesson how to customize the CRM service transaction for
incidents. Finally some advanced customizing options are presented.
Business Example
Your company wants to implement Incident Management by using SAP Solution Manager IT
Service Management. As a member of the project team, you want to know how you can adapt
the SAP standard transaction types for Incident Management according to your needs.
LESSON OBJECTIVES
customer namespace
CRM Service Transaction
Figure 229: CRM Service Transaction

In SAP Solution Manager 7.2, different transaction types for Incident, Problem, and Request
Management are available. These transaction types can only be processed via the WebClient
UI. The standard transaction for an incident within IT Service Management is SMIN. For a
problem, the standard transaction type is SMPR.
A transaction type defines properties and characteristics of a business transaction and
specifies the control attributes. Assigned to the transaction type are several different
procedures and profiles that characterize the transaction type:
● Text Determination Procedure
● Partner Determination Procedure
● Status Profile
● Organizational Data Profile
● Date Profile
● Action Profile
● SLA Determination Procedure
By default SMIN and SMPR are available in customizing with default assignments to standard
profiles such as date profiles and text determination procedures. It is recommended that the
standard transaction types are copied in order to adapt them to your specific requirements
and to protect them from updates via Support Package stacks or enhancement packages.
The figure shows the settings for the standard transaction type for incidents (SMIN).
You can access customizing of the IT Service Management using the guided procedure in
transaction SOLMAN_SETUP (IT Service Management area). This guided procedure contains
instructions and links to help, as well as further documentation. The system leads you though
the necessary mandatory setup activities for IT Service Management. There are several
configuration options listed, which will link you automatically to the relevant configuration set
up transactions. There are also useful links to guides and help files on the design and
customizing of specific IT Service Management functionality.
Figure 230: SOLMAN_SETUP: Guided Procedure for IT Service Management
You can directly access the customizing settings via the SAP Reference Implementation
Guide (transaction SPRO) area SAP Solution Manager Implementation Guide → SAP Solution

Lesson: Customizing the CRM Service Transaction
Manager → Capabilities (optional) → IT Service Management → Transactions → Define

Transaction Types.
Here, choose the relevant transaction type (SMIN in standard SAP-delivered transaction type
for IT Service Management incidents) and choose the Details button (or just double-click).
The transaction type details define the link between the types of settings used when
executing a transaction. For example, when transaction type SMIN is used, it is the link set
here which will determine that the text determination procedure SMIN0001 is to be used. The
configuration of the actual text determination procedure and other settings such as partner
determination procedure, status profile, organizational data profile, date profile, action
profile, and number range will be covered in the next section.
Other assignments are made at the transaction type level, as follows:
● Leading Business Transaction Category: Each transaction type is assigned to a Leading
Business Transaction Category and possibly other business transaction categories. The
leading business transaction category specifies the leading business context in which a
transaction type can be used. Transaction categories are defined by SAP and correspond
to business object types in the business object repository, for example, CRM Service
Process (BUS200223).
Note:
Standard incident and problem transaction types are assigned to the Service
Process business transaction category. Standard incidents are assigned to the
leading business transaction category CRM Service Request, whereas
standard problems are assigned to the leading business transaction category
CRM Master Request.
● Early number assignment (in the Transaction Numbering area) means that the number is
created before saving the transaction.
● Status Object Type: this field is used to specify a different status object type that the
standard. If the Status Object Type field is empty, the status object type COI is chosen for
the item and the status object type COH (CRM Order Header) is chosen for the header. It is
unlikely that the IT Service Management scenario will require a non-standard status object
type.
● Contract Determination field. This indicates whether you want the system to search for
and assign an existing service contract whenever you create a business transaction. Some
available options are:
- No contract determination
- Item level, assign if one corresponding contract found: For service contracts, the
system searches for contracts that exist for the specific customer and for the reference
object, sales organization, distribution channel, and, if applicable, the service
organization for which the service order is issued
- Item level, display all corresponding contracts

Figure 231: SOLMAN_SETUP: IT Service Management Manual Configuration
Step 2.2 to 2.7 in the guided procedure for IT Service Management provides links to the
adaption of profiles and determination procedures for IT Service Management transaction
types.
Figure 232: Text Determination Procedure
As part of step 2.6 in SOLMAN_SETUP for IT Service Management, a number of configuration

options are shown, including text determination.
Also you can directly access the customizing settings via the SAP Reference Implementation
Guide (transaction SPRO) area: SAP Solution Manager Implementation Guide → SAP Solution
Manager → Capabilities (optional) → IT Service Management → Text Determination
Procedure → Define Text Determination Procedure.
Here, select the text object CRM_ORDERH (Transaction Header) and choose the text
determination procedure for SMIN0001 (Incident Text Header) - see the left part in the figure

above. The Text Type has four digits starting with SU. Additional texts are possible, for
example, by adding your own ZUxx text type. Attributes of the text segment types can be
changed, but this is not recommended unless you create your own text types. Examples are
text is changeable / only additional text allowed / text entry is obligatory.
Figure 233: Partner Determination Procedure
As part of 2.6 in the guided procedure (transaction SOLMAN_SETUP) for IT Service

Management, manual configuration options are available, including partner determination.
You can directly access the customizing settings for partner determination via the SAP
Reference Implementation Guide (transaction SPRO) area SAP Solution Manager
Implementation Guide → SAP Solution Manager → Capabilities (optional) → IT Service
Management → Partner Determination Procedure → Define Partner Determination Procedure.
On the entry screen of this transaction, select the entry for procedure SMIN0001 (Incident
Partner Header) and choose Partner Function in Procedure in the Dialog Structure on the left-
hand side of the screen. This leads to the screen shown in the upper left-hand side of the
figure.
On this screen, you can use the existing partner functions or create new ones. In addition, you
can define whether the partner is changeable in the incident.
● On the figure, the function Sold-To Party is defined to be unchangeable, whereas the
function Support Team is changeable. As a consequence, you may change the support
team later, but you can no longer change the sold-to party when a business partner has
been entered in this field.
● Using the Minimum and Maximum columns allows you to specify the number of
necessary/possible entries. For example, in the figure the minimum value and the
maximum value for the reported-by-function is set to 1. This means that you need to
maintain exactly one entry for the corresponding field in the incident (SMIN) message.
For the standard ITSM problem transaction, partner determination procedure SMPR0001 is
used.

Figure 234: Define Status Profile
A status profile is a container of user statuses that specifies the individual status of an object,
such as an incident. For example, an incident could have the status In Process or Sent to SAP.
Management, manual configuration options are available, including, status profiles.
Guide (transaction SPRO): SAP Solution Manager Implementation Guide → SAP Solution
Manager → Capabilities (optional) → IT Service Management → Status Profile → Define
Status Profile for User Status.
On the first screen, select the status profile of the status for the standard incident
(SMIN0001). The statuses are listed by a Status Number, and this also dictates the order in
which they are displayed in the IT Service Management transaction. The initial status (which
is automatically assigned when the transaction is created) is also set in this configuration. The
columns Lowest Status No. and Highest Status No. allow you to specify the next status
options available once a status has been set, that is from which status to which status the
message can switch.
Therefore in the figure, Define Status Profile, you can see that the message can switch from
status In process (Status Number 20) to status Sent to SAP (Status Number 21), Forwarded
(Status Number 25), Customer Action (Status Number 30) and Proposed Solution (Status
Number 50). This is because the allowed Lowest Status No. set against In Process is 20 and
the Highest Status No. is 50. As the status In Process has the Lowest Status Number 20 and
the Highest Status umber 50, it can not be switched to the status New (Status Number 10) or
any higher status than 50. Only statuses with a status number within the allowed range can be
set. Against status Confirmed (Status Number 60) the Lowest Status No. and Highest Status
No. are both 60, meaning that once the Confirmed status is set, you can not change this
status to any other status.
Other settings in the maintenance screen for the status schema are as follows:
● In the Trans. column of the user status table you specify which business transaction is
triggered when a user status is set. For example, the business transaction FINI is assigned

to the status Con..rmed. This setting disables the change option for an incident which has
the status Con..rmed so that no more changes are allowed. There are a number of
predefined business transactions in the system.
● The authorization key (Authorization code column) is the basis for status-dependent
authorization verification. Whenever a user status is set or deleted, the user's
authorization to do so is checked. If, for example, you want to ensure that certain user
statuses can be changed only by people in a particular group, you assign all those user
statuses an authorization key. The authorization object B_USERSTAT can be used to give
authorizations for those authorization keys.
Figure 235: Define Date Profile - Header
Date management enables you to process as many dates as you wish in a document. It could
be used, for example, in an incident or problem to define dates for First Response By or Due
By. Date profiles are used across many CRM transaction types.
The date profile pulls together all the dates required within an incident and defines how these
are calculated and displayed. Within a date profile you can define specific dates, or the system
can calculate dates using date types, durations, and date rules. You can define the date rules
to meet your requirements. As part of 2.7 in the guided procedure (transaction
SOLMAN_SETUP) for IT Service Management, manual configuration options are available,
including date profiles. Also you can directly access the customizing settings via the SAP
Reference Implementation Guide (transaction SPRO) area: SAP Solution Manager
Implementation Guide → SAP Solution Manager → Capabilities (optional) → IT Service
Management → Date Profile → Define Date Profile. On the first screen, select the line with the
date profile for SMIN_HEADER (Support Desk Deadlines Header).
Date profiles can be set both at transaction header level or at item category level in SAP
Solution Manager 7.2.
● Data profile settings at the transaction header level provide dates which are shown and
determined for the SMIN transaction.
● An item category specifies the properties and attributes of a business transaction item,
and therefore controls how the item is processed, in addition to the header level
transaction settings.

The default item category for Incident Management is SMIP (Service). The key use of this
item category in IT Service Management is to control deadlines such as first response and
completion which are used as part of SLA calculation and escalation.
Figure 236: Define Date Profile - Item
The following items can be assigned to a date profile:

● Reference Objects
The reference object allows you to control which time zones the dates in a document refer
to. The factory calendar is also determined using the reference object. A factory calendar
represents the working calendar for the IT Service Management team and is important for
calculating working and non-working dates (for example, public holidays). Using a specific
factory calendar here, instead of automatically using the time zone and calendar of the
user or of the system, allows you can set the system to use another time zone when
calculating the dates, and also build a working pattern for your incident processing teams
which can be taken into account when calculating dates for Service Level Agreements
(SLAs). For example, 24x7 cover or weekdays 9 a.m. - 5 p.m. cover.
You can allow one or several reference objects for one date profile. You must assign one of
the allowed reference objects for each date (area Date Type ->Screen Area: Dates) or
duration (area Duration Type ->Screen Area: Duration). You cannot create any new
reference objects, these are predefined only.
● The default reference objects that are available in the standard date profile SMIN_ITEM are
SYSTEM and SERVICE PROFILE. From the reference object, using date types, durations
and date rules, the system can calculate specific dates.
● Date Types: Calculation Positions. This specifies the sequence in which the system
calculates the dates. This is important as many dates within Incident Management are
calculated based on another determined date.
● Determine Date only once: You can determine that a date in a document remains the same
after the first calculation and is not re-calculated with each change to the document, for

example, the date type Notification Receipt. For this, select the Determine Date Only Once
field in the group frame Date Rules of folder Date Types (in the dialog structure).
● Display Formal: In order to define the sequence and editabilty of date types in the
WebClient UI, you need to do the following:
- Select the appropriate screen area and activate or deactivate the Only Display Field
indicator, depending on whether you want the date type to be editable or not.
- Specify in what sequence you want the date type to appear (perform this step in the
Display Position field).
● Assignment to reference objects: Each date type is assigned to a reference object defined
in the date profile (as discussed above). The default reference objects available in the
standard date profile SMIN_ITEM are SYSTEM and SERVICE PROFILE.
- Dates that are determined based on a working hours profile via a factory calendar are
assigned to the reference object SERVICE PROFILE.
- Dates which are calculated based on absolute values from the system (e.g. Notification
Receipt of Incident) are assigned to the reference object SYSTEM.
● Durations: Calculated or predefined durations can be defined within a date profile. The
durations in the standard date profile SMIN_ITEM are (among others) Total Customer
Duration, Duration until First Reaction and Duration until Service End. These are assigned
to a reference object and can be set to be calculated or predefined. Dates and durations
are displayed in the incident transaction, within the Service Level Agreement assignment
block and within the Dates assignment block.
Figure 237: Define Number Ranges
Before you can begin using incident and problem transaction types, you must ensure that a
number range is defined for these transaction types. The number range interval determines
the sequential numbers assigned to newly created transactions. There is a default number
range assigned for both SMIN (incident) and SMPR (problem) which is 8000000000 to
8999999999 - see the figure.
To customize the number range for CRM transactions you may transaction SNRO (Number
Range Object Maintenance). On the first screen, choose the Object CRM_INCDNT or

CRM_PROBLM. Here you can amend technical settings against the number range such as
whether number intervals are buffered and how many numbers from the number range are
held in the buffer, or at what point a warning is issued when the number range is about to run
out and needs to be extended. This is set on a percentage of number remaining in the number
range.
You can directly access the customizing settings via the SAP Reference Implementation
Number Range for Incidents and SAP Solution Manager Implementation Guide → SAP Solution
Number Range for Problems. Or you can start the maintenance of number ranges from the
guided procedure for Incident, Problem & Request Management (transaction
SOLMAN_SETUP), step 2.2 - Maintain Transaction Types.
Different number ranges are typically used to distinguish between incidents, problems,
issues, Maintenance Optimizer transactions, and Change Request Management transactions.
Figure 238: Define Priorities
Priorities can be directly access the customizing settings via the SAP Reference
Implementation Guide (transaction SPRO) area SAP Solution Manager Implementation
Guide → SAP Solution Manager → Capabilities (optional) → IT Service
Management → Priorities → Maintain Priorities of Dates. This leads to transaction OSC3.
Default priorities are already defined in the system. These are also use for data exchange with
SAP when forwarding a customer message to SAP for support.
To add a new priority, enter a numerical key in the Priority field and enter a Description. This
description appears in the Priority field in the WebClient UI screen (see figure above). Those
priorities will be used by any CRM transaction - they are not linked to a specific transaction
type. For example, the priority is also used when you send messages to SAP. Therefore, do
not change the default priorities here.

Figure 239: Define Impact / Urgency / Recommended Priority
It is possible to define recommended priorities which will be proposed by the system when
you set the impact and urgency of an IT Service Management transaction. Impact, urgency,
and recommended priorities settings can be directly accessed via the SAP Reference
Implementation Guide (transaction SPRO) area: SAP Solution Manager Implementation
Guide → SAP Solution Manager → Capabilities (optional) → IT Service Management
→ Priorities → Define Impact / Urgency / Recommended Priority.
First you define the impact, urgency, and recommended priority levels that you can assign to
a transaction, for example, an incident, a problem, or a request for change. Next you define
combinations of urgency and impact and specify the recommended priority as a result.
The recommended priority is shown in the incident and also if you define the impact and
urgency of an incident before specifying a priority, the recommended priority will also be
populated in the priority field. The priority field in the incident can be amended, but the
original recommended priority will also be shown.
Figure 240: Actions and Conditions: Overview
Actions allow you to set up your business scenario in a way that, under certain circumstances,
follow up processes will be triggered automatically or manually. Conditions represent the
circumstances under which you want to allow the action to be triggered. For example, with the
help of actions and conditions, you can decide to send an e-mail notification to the reporter of
an incident automatically when the status changes to Proposed Solution.

Standard actions are available to assist in the management of all activities related to incident
processing as discussed above. Using the Actions button in a IT Service Management
transaction, you can display a list of actions that can be included in the business transaction.
Figure 241: Actions Concept
Actions in CRM use the Post Processing Framework (PPF). The Post Processing Framework is
a component of the Application Server ABAP which generates actions (for example, send
email or create request for change) from the data for an application according to an action
definition (for example, a follow-up activity). The actions are processed at a specific time. The
PPF provides the tools for planning, starting and monitoring the actions.
An action profile is determined from the corresponding transaction type or item category and
must be linked to a date profile to use time-dependent conditions. Individual actions are
stored as action definitions within an action profile.
Many actions are defined and used at an overall transaction level, for example actions which
are triggered automatically or become available manually based on a change in overall status
of an incident. However some actions (SLA escalations in particularly) are be triggered by
calculations based on dates which exist at item level. Therefore standard actions profiles exist
for both transaction level for incident and also the incident item category level. You can
control action processing using different settings and parameters such as:
● Action changeable or executable in dialog
● Action displayed in toolbox (in the WebClient UI)
● Processing time (when saving the document or via selection report)
● Partner dependence
● Determination technology

● Action merging
● Processing types
Further details on Start Conditions, Processing Time, and Processing Types are shown later in
this section.
Figure 242: Action Profiles
As part of 3.1 - Configure Manually in the guided procedure (transaction SOLMAN_SETUP) for
Incident, Problem & Request Management, manual configuration options are available,
including action profiles.
Manager → Capabilities (optional) → IT Service Management → Define Action Profile
→ Change Actions and Conditions → Define Action Profiles and Actions. This leads to
transaction CRMC_ACTION_DEF. For Incident Management and Problem Management, the
action profiles beginning with SMIN and SMPR are used respectively, for example, SMIN_STD
is the standard Incident Management message action profile.
You can display a list of actions scheduled for an IT Service Management document in the
Scheduled Actions assignment block. The following information is displayed in the list for
each action:
● Status (processed, active, action scheduled, action processed)
● Action Definition (description / purpose of action)
● Created by and Created on (user and date)

Figure 243: Actions Within an Incident Transaction
Figure 244: Action: Processing time
The figure above shows different options for the processing time:
● If you select Immediate Processing, the action is started as soon as the start condition is
fulfilled.
● If you select Processing When Saving Document, the action is started when the document
is saved.
● If you select Processing Using Selection Report, the action is started after a selection
report is executed if the start condition has been fulfilled.

Figure 245: Actions: Processing Type
There are different processing types available. Some of them are shown in the figure.
●
● You can use SAP Smart Forms to print, e-mail, or fax documents, such as an order
confirmation.
● Actions can create an event to start a workflow.
● Methods are Business Add-In (BAdI) implementations. You can define your own BAdI
implementation to adapt actions to your processes and needs (the relevant BAdI for this is
EXEC_METHODCALL_PPF). Examples of standard methods include the following:
- SEND_TO_SAP (Send Message to SAP)
- UPDATE_FROM (Update Message from SAP)
- CLOSE_SAP (Confirm Message at SAP)

Figure 246: Conditions
The figure, Conditions, compares two types of conditions: schedule conditions and start
conditions. If the schedule condition is fulfilled, the start condition determines when the
action in question will be executed.
Management, manual configuration options are available, including action profiles which will
take you to the configuration for both actions and conditions. Also you can directly access the
customizing settings via the SAP Reference Implementation Guide (transaction SPRO) area
SAP Solution Manager Implementation Guide → SAP Solution Manager → Capabilities
(optional) → IT Service Management → Define Action Profile → Change Actions and
Conditions → Define Conditions. This leads to transaction CRMC_ACTION_CONF.
Figure 247: Condition Definition
For Incident and Problem Management, use the actions with technical names SMIN* and
SMPR* (for example SMIN_STD (Support Desk Message Action Profile Advanced) for the
action profile associated with the incident header).

When editing conditions, you can use expressions and constants and connect them with
operators, for example, Status = In Process. You can check conditions for proper syntax and
test them.
As discussed at the beginning of section "Profiles and Determination Procedures for

Transaction Type SMIN", SAP Solution Manager provides a setup procedure for the IT Service
Management topic. This guided procedure will guide you through the setup of the Incident
Management scenario and also the copying of transaction types. You can access the
procedure via transaction SOLMAN_SETUP and clicking IT Service Management in the menu
on the left. From here choose Incident, Problem & Request Management to start the guided
procedure.
As part of step 2.1 (Configure Manually) in SOLMAN_SETUP for IT Service Management there is
a link to a copy report to copy the standard transaction types into the customer namespace.
This link starts transaction AI_CRM_CPY_PROCTYPE.
Figure 249: Copy Transaction Type

SAP recommends that you copy the transaction types (including dependent customizing,
such as partner or text determination procedure) into the customer naming space which
must begin with Z or Y. This will ensure that any changes to configuration will not be
overwritten in case of an upgrade or update. The automated transaction copy procedure
copies SAP or customer transaction types into other customer transaction types. Associated
settings, such as partner determination procedures, status and action profiles, date and text
profiles, are also copied. You can also update or display customer transaction types.
Transaction AI_CRM_CPY_PROCTYPE (which in turn calls report AI_CRM_CPY_PROCTYPE)
provides the following functions:
1. Copy a transaction type into the customer namespace. The copy includes almost all
relevant entries including:
● Status Profile
● Action Profile
● Date Profile
● Text Determination Procedure
● Partner Determination Procedure
2. Update an existing transaction type with new standard transaction type settings (provided
this transaction type has been created with this report)
3. Display the entire customizing for an existing transaction type
4. Preview the results of copying before executing the copy
All customizing which is created with the transaction will be stored on a transport request
(depending on the client settings in transaction SCC4). All entries which are created are
written to a log, which is used by the update logic and can be displayed by transaction
AI_CRM_CPY_PTYPE_LOG.
LESSON SUMMARY
customer namespace

Unit 9
Learning Assessment
1. For which processes are template processes available?

X A Incident
X B Problem
X C Service request
X D Service order
X E Knowledge article
2. Which profiles are copied when copying a transaction type into the customer namespace?
X A Text determination profile
X B SLA profile
X C Action profile
X D Status profile
X E Date profile
3. It is possible to assign one profile to multiple transaction types.

X True
X False

Unit 9
1. For which processes are template processes available?

X A Incident
X B Problem
X C Service request
X D Service order
X E Knowledge article
2. Which profiles are copied when copying a transaction type into the customer namespace?
X A Text determination profile
X B SLA profile
X C Action profile
X D Status profile
X E Date profile
3. It is possible to assign one profile to multiple transaction types.

X True
X False

UNIT 10 ITSM Administration
Lesson 1
Explaining the Multi-Level Categorization 273
Lesson 2
Describing the Organizational Model 279
Lesson 3
Understanding Partner Determination 283
UNIT OBJECTIVES
● Explain the multi-level categorization

● Describe the Organizational Model
● Understand the various options for automatic Business Partner Determination

Unit 10: ITSM Administration

Unit 10
Lesson 1
Explaining the Multi-Level Categorization
LESSON OVERVIEW
In this lesson, you will learn the concept of multi-level categorization and the benefits you gain
when using it.
LESSON OBJECTIVES
Multi-Level Categorization
Figure 250: Multi-Level-Categorization: What it is
Multilevel categorization allows you to flexibly design categorization and to integrate the
functions of auto suggest and content analysis in your applications. For SAP Solution
manager it is a prerequisite for several core functions:
● Find related transactions (incidents, problems, ...)
● Basis for an effective reporting and monitoring
● Support team determination
● SLA management
● Knowledge management

● Suggestion of solution
Description
In this activity, you can maintain a customer own Multilevel Categorization Schema. Multilevel
Categorization enables you to individually design the categorization of business transactions
(for example, Incidents) on up to 4 levels (standard scenario). It integrates functions such as
auto completion, item determination based on categories, and search for related Problems,
Knowledge Articles and Change Requests.
In the Activate Categorization Schema activity the system created the sample schemas
SAP_TEMPLATE_SRVQ and SAP_SM_TEMPLATE_V2.
Activities
● -Use the navigation link to search for the sample categorization schema.
● -Make sure you copy the sample categorization schema to a customer own one, before
adapting it according to your needs. You can also create a completely new categorization
schema.
For detailed instructions on how to set up and use Multilevel Categorization, refer to the
Multilevel Categorization guide in SAP Service Marketplace.
Figure 251: Multi-Level-Categorization: How to
In Detail
Multilevel categorization is a powerful feature which enables you to design individually the
categorization of business transactions, such as Incidents or Request for Changes on up to 10
levels. It integrates functions such as auto completion, item determination based on
categories and search for related Problems, Knowledge Articles and Change Requests.
Note:
The delivered categorization schema by SAP is just considered as an example for
demonstration purposes. It should just give you a hint how it can be used and does
not cover all the possible use cases. It is strongly recommended to create your
own Multilevel Categorization according to your specific business needs.

Lesson: Explaining the Multi-Level Categorization
1. Select the line and choose Start Transaction.
2. Select Activate schema.
3. Choose Execute.
4. Check logs.
The system activates the MLC schema and assigns all standard transaction types.
In Detail
Multilevel categorization is a powerful feature which enables you to design individually the
categorization of business transactions, such as Incidents or Request for Changes on up to 10
levels. It integrates functions such as auto completion, item determination based on
categories and search for related Problems, Knowledge Articles and Change Requests.
Note:
Please note that the delivered categorization schemas by SAP are just considered
as an example for demonstration purposes. It should just give you a hint how it
can be used and does not cover all the possible use cases. It is strongly
recommended to create your own Multilevel Categorization(s) according to your
specific business needs.

The link from the Solution Manager leads you to the Web UI work center Service Operations
→ Categorization Schemas. Start Web UI (TX: SM_CRM) and select one of the Template
Categorization Schemas
It is possible to create a Categorization Schema from scratch or to copy one of the available
standard categorizations. For the copy process you can give an own Schema ID as well as a
Name and a Description. Each schema will be created in a draft version. Only draft versions
can be deleted. Once the categorization was activated, it cannot be deleted anymore. It is only
possible to set the schema to deployed.

Lesson: Explaining the Multi-Level Categorization
Maintain the „Application Areas" Assignment Block. At 1st delete all existing Entries and
afterwards maintain your customer namespace Transaction Types, such as, for example,
Incident (ZMIN).
Activate the MLC.

Please be aware that from standard, the MLC will be activated 24 h after the first
maintenance. Adapt it according to your requirements, for example 10 minutes in the future
at the same day.
The Activation itself is performed, if you change the Status of the MLC from Draft to Released
and save the document afterwards.
LESSON SUMMARY


Unit 10
Lesson 2
Describing the Organizational Model
LESSON OVERVIEW
In this lesson, you will learn how to setup your IT-Organization in the SAP Solution Manager.
LESSON OBJECTIVES
Organizational Model
Figure 258: Organizational Model: How to enhance
Navigate to the Organizational Model available from Unit 4.

Start Web UI (TX: SM_CRM) and select Organizational Model. Choose the root Organization.
A new Support Team can be created on each level.

Navigate to the level underneath where the new Support Team should be created and choose
Organizational Unit.

Give a Description and a Code.

Assign the Functions: Service Team and Service.
Once the new support team is created and saved, a new business partner will be given from
the system. Afterwards a position needs to be created.

Lesson: Describing the Organizational Model
If email notifications should be used for the new Support Team, make sure that an e-mail
address is assigned. You can either do this within the SAP GUI or within the Web UI.
LESSON SUMMARY


Unit 10
Lesson 3
Understanding Partner Determination
LESSON OVERVIEW
In this lesson, you will learn the various options for automatic Business Partner
Determination.
LESSON OBJECTIVES
Options for Automatic Business Partner Determination
Figure 264: Business Partner Determination. What it is
When creating Incidents, the Business Partners (for example, the Support Team) can be
determined automatically. There are several possibilities to determine the Support Team
automatically. They can be found within the Solution Manager setup - step 8.3 Set Up Support
Team Determination.

Figure 265: Business Partner Determination. What it is
● Customer (Sold-to Party)

Determination per System Information (SID / Installation / Client)
● System Administrator
Determination per System Information (SID / Installation / Client)
● Service Team
Determination per Message Information (for example, Multi Level Categorization, SAP
Component)

Lesson: Understanding Partner Determination
Figure 266: Business Partner Determination: Possibilities
1. Rules based dispatching

Uses Business Rule Framework plus (transaction BRFPLUS) (executed via
action<action_profile>_find_partner_fdt)
2. Dispatching via responsibilities (PFAC)
a. Automatic initial dispatching with email notification (see note 1512895) (executed via
action<action_profile>_find_team_send_email)
b. Manual dispatching without email notification, see IMG activity

SOLMAN_SD_AUTOMESSAG (executed via action<action_profile>_msg_dispatch)
3. CRM standard dispatch

Uses CRM rule policies

Figure 267: Business Partner Determination: How it works
Based on criteria like SAP component, categories, region, or country, you can define rules for
support team determination to assign a support team to an incident automatically. Support
team determination can be set up in the Business Rule Framework plus (BRFplus). The Setup
of the use case was done according to the configuration guide Support Team Determination
via Business Rule Framework plus (BRFplus) available in the SAP Service Marketplace.
Figure 268: Rule Modeler: What it is Rule based Dispatching
The SAP WebClient provides standard dispatch functionality based on rule policies.
In Incident Management, the dispatch functionality can be used to route a transaction to a
support team based on attributes such as status, priority, or multilevel categorization.
Rules for dispatching are set up in the Rule Modeler, which is accessed in the CRM WEB UI via
Service Operations → Rule Policies.
To activate the dispatch functionality for a specific transaction type, for example SMIN, go to
IMG activity Assign Dispatching Rule Profile to Transaction Types.

In this activity, you define the dispatching service manager profile for transactions. The
service manager profile specifies the rule policy for dispatching.
Figure 269: Rule Modeler: What it is Rule based Dispatching
For more information on the Rule Modeler, refer to the SAP Online Help: http://
help.sap.com/saphelp_crm70/helpdata/EN/fd/5a583275f24f9282a0b4f3c6334f73/
content.htm.
Figure 270: Partner Determination : BRF+ - What it is
Business Rule Framework plus

In the Incident Management scenario of SAP Solution Manager 7.2, the Business Rule
Framework plus can be used to define rules for Support Team Determination based on
criteria such as Multilevel Category, SAP component, System ID.

Figure 271: Business Partner Determination: BRF+ - How it works
Description
An application represents a node at the highest level in the Business Rule Framework plus. It
bundles the sub-nodes such as expressions and rule sets. A ruleset contains one collection of
rules to be processed in a given order. The decision tables comprised the condition columns
and result columns. They are processed sequentially and if all conditions in a row are fulfilled.
As result the corresponding values like Bussines Partner Number are returned. In the rule it is
defined when the decision table should be processed. With tool simulate you can run and test
the created rule.
Figure 272: Business Partner Determination: BRF+ - How to configure
How to Configure BRF+?

Several prerequisites have to be fulfilled, as follows:
● The configuration user has the necessary authorizations

● Valid WebDynpro configuration
● Access to the SAP Web Client

More information can be found in Note: 1088717

● Configured organizational model
The BRFplus workbench can be accessed via the transaction BRFPLUS. In the menu bar, you
create a new application by choosing Create Application, as shown in the figure.
In the Create Application dialog box which appears, you can enter the relevant information in
the Name, Storage Type and Development Package fields.
The following three storage types are available:
● System: transportable objects which should not be changed in your system environment
● Customizing: transportable objects which allow changes
● Master Data: objects which are local by default and cannot be transported
In the example, the application SERVICE_DESK of storage type Customizing is created locally.

A ruleset contains one collection of rules to be processed in a given order. To create a ruleset,
use the context menu (via right mouse button) of the corresponding application, for example,
SERVICE_DESK.
In the Create Ruleset dialog box, you specify the general data of the ruleset. In the field Short
Text, you define the display name of the ruleset in the repository tree, as shown in the figure.
The new ruleset will appear in the repository tree.

Another very important step is to assign the function SUPPORT_TEAM to your ruleset. This
function triggers the processing of the ruleset for support team determination.
To assign a function to your ruleset, go to the Detail screen of the ruleset and choose the icon
shown in the slides. Choose select for assigning the function.
To find the function SUPPORT_TEAM, enter SOLMAN as application and choose Search. Select
SUPPORT_TEAM and Save.
● Make sure that your configuration looks like that shown in the figure, Business Partner
Determination: BRF+ - How to configure.

Decision tables consist of condition and result columns. They are processed sequentially and
if all conditions in a row are met, the corresponding result values are returned. A decision
table can be processed in two modes:
● Single match mode: the sequential processing stops at the first matching row (a single
result is returned)
● Multiple match mode: all rows are processed (a table with all matching rows is returned)
In this support team determination example, the decision table is processed in single match
mode. To create a decision table, use the context menu (via right mouse button) of the
corresponding application, e.g. SERVICE_DESK. From the context menu, choose
Create → Expression → Decision Table. The decision table will appear in the repository.

Next, you specify the conditions and result columns of the new decision table in the dialog box
Table Settings.
To define a condition column for the SAP component and a result column for the support
team, do the following:
● Select Insert Column and choose From Context Data Objects from the dropdown list.
● Search for context data objects which belong to the application SOLMAN.
● Choose the parameter SAP_COMPONENT from the query results.
Analog to the condition column, define the result column for the support team. Continue with
OK.

Finally, the Conditions for the Decision Table should look like that shown in the figure.
After you defined the decision table, you must add rows to it where you specify conditions and
results to be returned if the conditions are met.
In the following example, one row will be inserted: The first row includes the condition for CRM
components and specifies which support team should be returned as a result if the condition
is met. You specify the value of the SAP Component cell by selecting Direct Value Input from
the context menu.
Note:
In our Use Case, we want to determine incidents which have been created for a
CRM-System automatically via BRF+ to the responsible CRM team.

Next, you specify which support team should be selected if the condition defined previously is
fulfilled. In the example given in the figure, it is the support team with Business Partner.
ID 352 should be selected in case the SAP component of an incident is a CRM one. The
business partner number of the support team corresponds to an organizational unit.
After you defined a decision table for support team determination, you are ready to create a
rule to process this decision table.
To create a rule, select Insert Rule in the Rules screen of the ruleset and choose Create….
Generally, a rule consists of a condition and two actions: true action (Then branch) and false
action (Else branch). If the condition is true then the true action is processed, otherwise the
Else branch is processed.
To process a decision table in a rule, you should specify this in the Then branch of the rule. In
this case, no rule condition needs to be specified because the conditions are already stored in
the decision table.

The figure shows how to add the decision table Support Team DT to the Then branch of the
support team determination rule. +
This rule processes the rows of the decision table Support Team DT sequentially and stops at
the first matching row (i.e. the condition in the row is met). The return value (business partner
number of the support team) is assigned to the Support Team partner function of the
message.
After you defined the rule, you need to activate the ruleset, as shown in the figure.
The BRFplus workbench provides a simulation tool which tests and runs the created rules. It
generates results after the rules are processed. The tool can be accessed via the menu bar by
selecting Tools → Simulation.

To simulate the rule created previously, you must choose the function SUPPORT_TEAM.
Generally, a simulated function has context values (input data) and a result object (output
data). To simulate the rule for support team determination you specify a SAP component, for
example, the component CRM-MD-ORG. The simulation can be run in the following two
modes:
● Show only Result
● Show also Results of Intermediate Steps
Check the option Show only Result and go to Run Simulation.
Activate the action within your own custom action profile.
Figure 289: Business Partner Determination: BRF+ - Find help
You can find help in the How to Guide.

Figure 290: Business Partner Determination: PFAC - What it is
In general PFAC offers two different options, as follows:

● Automatic initial dispatching with email notification see note 1512895 (executed via action
<action_profile>_find_team_send_email)
● Manual dispatching without email notification see IMG activity
SOLMAN_SD_AUTOMESSAG (executed via action <action_profile>_msg_dispatch)
Figure 291: Business Partner Determination: PFAC - How it works
The action for activation is <*>_VAR_FIND_TEAM_SEND_MAIL.

Figure 292: Business Partner Determination: PFAC - How to configure
Define organizational structure representing your Support Teams Transaction:

PPOMA_CRM / BP or SM_CRM.
1. Define Org. Units such as. Basis-Team, Sales & Distribution and so on.
2. Go to transaction BP and maintain the mail Addresses (for example, Exchange Server
distribution lists).
Create Rules for Partner Determination using transaction PFAC.

Maintain rule '35000139' and create new Responsibilities.

Maintain the Resp. Specs according to your requirements ( as shown in the second screen
shot).
The figure shows steps 3 to 6.
Activate the action within your own custom action profile.
LESSON SUMMARY

Unit 10
Learning Assessment
1. What is the reason for the categorization of incidents?

X A To recognize trends, i.e. for problem management
X B To make sure that the incident has the right priority
X C To determine if the user is allowed to report an incident to this service
2. What can multilevel categorization be used for?

X A Finding related transactions
X B Partner determination
X C Performing approval
X D Reporting
X E SLA management
3. How many levels can be maintained at maximum?

X A 4
X B 6
X C 8
X D 10

Unit 10
1. What is the reason for the categorization of incidents?

X A To recognize trends, i.e. for problem management
X B To make sure that the incident has the right priority
X C To determine if the user is allowed to report an incident to this service
2. What can multilevel categorization be used for?

X A Finding related transactions
X B Partner determination
X C Performing approval
X D Reporting
X E SLA management
3. How many levels can be maintained at maximum?

X A 4
X B 6
X C 8
X D 10

Customizing II
Lesson 1
Explaining the Enhanced Customizing Options 305
Lesson 2
Describing the Mailforms and Notification Framework 323
Lesson 3
Configuring the Business Role 327
Lesson 4
Describing the Enhancement of the User Interfaces 333
Lesson 5
Describing the Widgets 345
Lesson 6
Explaining the Service Level Agreements and Processing Times 353
UNIT OBJECTIVES
● Explain the enhanced customizing options

● Understand the concept of Action, Partner, and Status Profiles
● Maintain/enhance the Profiles
● Describe the mailforms and notification framework
● Configure the Business Role
● Add/Delete CRM WebClient UI work center entries
● Describe the enhancement of the user interface
● Enhance the CRM WebClient UI by adding a new Partner Function and Remove a Field, e.g.,
Recommended Priority

Unit 11: IT Service Management Customizing II
● Understand the meaning of widgets and their configuration options

● Maintain and assign the filter criteria for Widgets
● Add/delete/maintain widgets
● Explain the service level agreements and processing times
● Configure the Standard Service Level Agreement
● Get a basic Idea about SLA Reporting & Monitoring
● Learn where to find additional Information about Service Level Agreements

Unit 11
Lesson 1
Explaining the Enhanced Customizing Options
LESSON OVERVIEW
In this lesson, enhanced customizing options are introduced.
Business Example
Your company has implemented IT Service Management of SAP Solution Manager. The
standard processes have been copied into customer namespace, now as an administrator
you are asked to adjust the processes according to the requirements of your company.
LESSON OBJECTIVES
Enhanced Customizing Options
Figure 296: Profiles: Where to find the Profiles
All Profiles that are assigned to a specific Transaction Type can be found in the detailed
(over)view of the Transaction Type itself (for example, ZMIN). This view can be opened via the
implementation guide (Transaction:SPRO).

Figure 297: Profiles: Where to find the Profiles?
Note:
During the copy of the Transaction Type via transaction SOLMAN_SETUP, the
profiles have already been copied automatically. Refer to Unit 9 for more details.
Figure 298: Profile: Partner Profile
1. Partner-Profile specific characteristics

● Use Partner Determination during message creation and processing
For example, customer determination regarding to system information
● Enhance Partner Determination by customer specific determination rules
From Standard the following Partner Functions are available in, for example, an Incident:
● Sold-To-Party
● Reported by
● Support Team

Lesson: Explaining the Enhanced Customizing Options
● Message Processor
You should carry out the following:

● Define Partner Functions.
● Define Access Sequences.
● Define Partner Determination Procedure in which you specify an Access Sequence.
● Assign the Partner Determination Procedure to the required business transaction types
and item categories.
Figure 299: Profile: Partner-Profile - General Access
2. Display/Maintain the specific Partner-Profile

From Standard you have the following options to maintain you customer specific partner
profile:
● Define and use your own Partner Functions.
● Define specific Access Sequences.
● Define the Partner Determination Procedure.
● Assign Partner Schema to Transaction Type.
● Assign Partner Determination Procedure to Installed Base Category.
● Specify Partner Function Display in Transactions.
To maintain/Enhance the Partner-Profile please refer to the IMG activity SAP Solution
Manager → Capabilities (Optional) → IT Service Management → Partner Determination
Procedure → SAP Solution Manager.

Figure 300: Profile: Partner-Profile - Detailed Activities
In this activity, you define partner functions by entering short descriptions, assigning them to
partner function categories and entering usages.
In some cases, you also specify a corresponding business partner relationship category.
The descriptions you enter here are displayed in the transactions that include these partner
functions.
This IMG activity specifies user partner function data which differs from the default values in
the general user settings. You must specify this data if you use your own partner functions for
the reporter and processor of a message.
● Reporter Fieldname: PARTNER_FCT_DESC_CREA
● Processor Fieldname: PARTNER_FCT_DESC_PROC

An access sequence is a search strategy that specifies the sources of data, and the order in
which the system checks these sources when it determines partners in Business Functions.
In this activity, you can display the existing access sequences used in partner determination,
and define new ones either manually or using the wizard Create Access Sequence.
In this activity, you define Partner Determination Procedures that the System uses to
automatically enter Partners in Business Transactions. The Partner Function Access
Sequences you have defined (in Step 4) are brought together here.

In this activity you assign the Partner Determination Procedure Profile (which you
maintained/created in Step 5) to your Transaction Type.
When you assign a determination procedure to a transaction type, the system applies the
settings that you made in this determination procedure to all transactions of this type. These
settings determine, among other things, which partner functions are available and which ones
are mandatory.
In this activity, you define for each installed base category which Partner Determination
Procedure is used for the Installed Base (IBASE) and its Components.
SAP delivers the partner determination procedure 00000032 as standard. It permits all
partners without any particular rules and is assigned to the installed base categories 01 in the
standard system. It can also be assigned to additional installed base categories.

This activity specifies the partner functions to be displayed in the Details assignment block
per transaction type. The system also displays these partner functions as transaction type
search criteria.
Figure 307: Profile: Partner-Profile
The Partner Function “Contact person” is not visible in the Details Assignment Block of an
Incident but listed as available. This Partner Function is used, for example, if the customer is
acting in the Agent Szenario.
This means that an end-user reports the Incident to a Help-Desk employee - the Agent, and he
creates the Incident in the Name of the End-User. In this use case, the end-user acts as the
Partner Function “Contact person”.
Figure 308: Profile: Partner-Profile
To make the partner function Contact Person visible in the WebUI the User Interface needs to
be extended.

Note:
Refer to Lesson 5 of this unit where the different required steps are explained.
Figure 309: Profile: Status-Profile
1. Status-Profile specific characteristics

● In Incident message detail view you find the available message user status.
● You can define your customer specific workflow of your Incident or Problem and the
authorization for switching from one status to another according to your user groups.
The Status-Profile is a container of user statuses which specify the individual status of an
object, such as an incident or a support message. For example, an incident could have the
status In Process or Sent to SAP.
A Substatus can be used inside the ticket to specify, for example, the status ‘Customer
Action’.
The Substatus is just for better documentation purposes - there are no functions behind it.
Note:
Web UI customizing is necessary to enable the field Substatus.

2. Display/Maintain the specific status-profile.
Each status Value has (from left to right):

● Status Number
● Status Short Term (ID)
● Lowest & Highest Value which identifies at what given point in the process a status can be
set
● Basic Status & Follow Up Status
● Authorization Code

● Transition Key
To create a customer specific status value it is recommended to copy an existing one as all
status values have also specific characteristics which can be displayed via a double click
and/or the Details Option.
Furthermore you have to be aware that all status values in the status-profile have a technical
status, which is also called an “E-Status".
● The value of the E-Status is important for the definition Actions via the Action-Profile, for
example EMail Notifications.
● To display the„E-Status, open Table TJ30 via TX: SE16.
To create a customer specific Status Value for Transaction Type ZMIN (Incident), navigate to
the IMG Path SPRO SAP Solution Manager → Capabilities (Optional) → IT Service
Management → Status Profile → Define Status Profile for User Status and open the specific
Status-Profile ZMIN0001.

Next, complete the following steps:
1. Mark an already existing Status Value (for example, Forwarded).
2. Select the Copy option and enter a name, for example, Forwarded to 2nd Level.
3. Maintain the following:
● Status Number (for example, 26)
● Status-ID (for example, DSP2)
● Status Description
● Lowest & Highest Value
Note:
If the Status-Profile should be transported, do not forget to save it in a Transport
Request.

Afterwards the Status-Profile ZMIN0001 looks as shown in the Profile: Status-Profile figure.
Figure 317: Profile: Action-Profile - What it is
Action-Profile specific characteristics

Actions in CRM use the Post Processing Framework (PPF). The Post ProcessingFramework is
a Basis component which generates actions (for example E-Mail-Notifications) from the data
for an application according to an action definition. The actions are processed at a specific
time (for example as a consequence of a Status Change). The PPF provides the tools for
planning, starting and monitoring the actions.
In addition, you can define the planning condition and start condition for each action definition
using transportable conditions. You can define whether the action is planned automatically
when the planning condition appears. Refer to Unit 9 for some more details about processing
time and processing types of Actions.

Figure 318: Profile: Action-Profile - What it is
There are individual actions that are preconfigured in SAP Solution Manager. Most of them
are bundled with conditions and are therefore processed in background. You can use the
actions to perform individual steps in the support process.
For example, with the help of actions and conditions you can implement to send an e-mail
notification to the reporter of a Service Desk Message automatically once the status changes
to 'Proposed Solution'.
Using the Actions tab page within a business document, you can display a list of actions that
can be included in the business transaction.
Figure 319: Profile: Action-Profile
The Action-Profile can be displayed/maintained via TX: SPPFCADM.
1. Open TX: SPPFCADM.
2. Select Application CRM_ORDER.

3. Use the option Define Action Profile and Actions.
1. Mark the Incident (ZMIN) specific Action Profile ZMIN_STD.
2. Navigate to folder Action Definition.

This Overview provides a list of available Actions for the Incident (ZMIN)
To create an own customer specific action (for example, an E-Mail-Notification to the

Reporter) and if the Status of an Incident (ZMIN) is “Customer Action" or “Proposed
Solution", proceed as follows:

1. Select the action ZMIN_STD_MAIL_FORM , which is available from Standard.
2. Execute Copy As….
3. Maintain the Action Definition and Description fields.
4. Confirm with Return, Select, Copy all and save your changes (to a Transport Request).
Double-click the newly created Action and check if the correct Partner Function “Support
Team" is assigned.
Note:
Please be aware that from Standard there is already a similar action available that
finds a support team and sends an email, SMIN_STD_FIND_TEAM_SEND_EMAIL.
But this Action is sending the Information based on Smart Forms! In our case we
want to use Mail Forms!

Now the conditions need to be adapted. To do so, navigate again to transaction: SPPFCADM
as described before.
1. This time we have to select Condition Configuration (Transportable Conditions).
2. Switch to Technical Names.
3. Select “ZMIN_STD".
1. Add the newly created action ZMIN_STD_MAIL_FORM_SUPP_TEAM" to „ZMIN_STD via

the Create button.
2. Navigate to the StartConditions tab.
3. Choose Edit Condition and create a new condition.

4. Maintain the start condition in the way that it is fulfilled if the ticket is initially created.
Which Mail Form should be used if the newly created action sends an email to the support
team in case the incident is created or is defined as “Processing Types" in the Detailed view of
the action?
LESSON SUMMARY


Unit 11
Lesson 2
Describing the Mailforms and Notification
Framework
LESSON OVERVIEW
In this lesson, you will learn which options you have for automatic email-notifications in the
course of ticket processing.
LESSON OBJECTIVES
Mailforms and Notification Framework
Figure 326: HTML-Mailforms
Scenario: Your company has implemented IT Service Management of SAP Solution Manager.
The standard processes have been copied into customer namespace, now an email-
notification with a HTML-Mailform should be sent to the support team when a new incident
has been created for this team.

Figure 327: Mailform-Creation in CRM UI
In this activity you are able to define your own Mail Form templates used for email actions.
Figure 328: Maintain Email-Text
● Check if the reporter's BP has a proper e-mail address assigned.

● Ensure that e-mail address of reporter and processor is not the same.
● Use parameter #LINK# for providing the link to the incident (Workcenter is started and via
button display Web UI will be opened).
Parameter #LINK# is not working in the 'Test Send & Preview' Mode.
● Define Sender's email address for the 'Test Send & Preview' mode in IMG activity:
Customer Relationship management → Marketing → Marketing planning and Campaign
management → Personalized mail → Maintain Sender Address for E-Mail.

Lesson: Describing the Mailforms and Notification Framework
● Export HTML Mails zu PROD: CRM_PML_MAIL_FORM_TRANSPORT.
Figure 329:
Technical Prerequisites:
● You have activated the business function Notification Framework and email
(CRM_ITSM_ALERTS).
● You have configured the required communication channels (transaction SCOT).
● You have configured the Notification Framework in Customizing of Customer Relationship

Management under Transactions → Settings for Service Requests → Notification
Framework.
Use Cases:
● You want to ensure that all parties involved in a service request transaction are informed
when the priority of a transaction is set to very high.
● You are the central contact for a customer. You want to get automatically informed when
the customer contacts your service desk.
● You are the reporter of an incident. You want to get informed when the status of an
incident has changed.
Notification Framework - Features

You can subscribe to a service request or subscription in the following ways:
● Create a subscription.
● Subscribe to a subscription.
● Subscribe to a service request.
Whenever a business transaction is changed that fulfills the conditions defined in the
subscriptions, all persons subscribed to the business transaction are informed. You can use
the following communication channels to inform the subscribers:
● E-mail
● SMS (short message service)
● Alert
● Customer-specific Web services.

Note:
For more information, see SAP Note 1731580.
Figure 330: How to Subscribe
You can enable your users to create their own subscriptions or to create subscriptions for a
couple of users (business partners, members of an organizational unit). You can define
customer-specific conditions to be available for the creation of subscriptions. For the
supervisors of the subscriptions, several functions are available to control the process and to
reorganize the database.
LESSON SUMMARY

Unit 11
Lesson 3
Configuring the Business Role
LESSON OVERVIEW
This lesson will provide information on how to copy the Business and Technical Roles for the
ITSM User groups.
Business Example
Your company has implemented IT Service Management. The standard business role
contains too much information that is not required for the business users. You, as an
administrator, have the task to reduce the user interface and you want to know how this can
be done.
LESSON OBJECTIVES
Business Role Configuration
Figure 331: Configuration of the Business Role: Copy of SOLMANPRO
To start the Copy Process two different access points exist. It is possible to open the Business
and Technical Role Configuration via TX: SOLMAN_SETUP or directly in the IMG (TX:SPRO).
Note:
The copy process for every user group the procedure is the same. At first copy the
Technical and afterwards the Business Roles. The characteristics of Business and
Technical roles have already been explained in unit 5.

1. Navigate to IMG Path to copy the Technical Roles
Note:
As already stated, the Preparation and Customizing of CRM UI Roles can be
performed via IMG - transaction SPRO.
2. Copy the Navigation Bar Profile SOLMANPRO to ZSOLMANPRO

Lesson: Configuring the Business Role
3. Copy the Role Configuration Key SOLMANPRO to ZSOLMANPRO.
See the screenshots for step 4 and step 5.

Note:
If you are using a copy of the CRM Navigation (PFCG) Role, for example,
ZSAP_SM_CRM_UIU_SOLMANPRO, you have to maintain this within your copied
Business Role to make sure that the connection between User <> CRM Navigation
role <> Business Role ZSOLMANPRO is correctly configured.
Figure 337: Configuration of the Business Role: Customizing SOLMANPRO
From Standard the Business Role ZSOLMANPRO (as a copy of SOLMANPRO) offers the view
shown in the figure within the CRM UI.

Lesson: Configuring the Business Role
Figure 338: Configuration of the Business Role: Customizing ZSOLMANPRO
In our example company the Szenario of Change Request Management is currently not
configured. Furthermore, the user group which will use the CRM UI via Business Role
ZSOLMANPRO in the future is not responsilbe to maintain Master Data and Service
Operations Information. Based on this information the following CRM UI Workcenter Entries
will be removed from Business Role ZSOLMANPRO:
● Master Data
● Service Operations
For the copy of SOLMANPRO, complete the steps shown in the figures.

As shown in the figure, the Adjustments are performed within the Technical Role "Navigation
Bar Profile" and NOT directly in the Business Role ZSOLMANPRO.
Expected Result: The CRM WEB UI Workcenters: Change Request Management, Master Data,
and Service Operations are no longer visible.
LESSON SUMMARY

Unit 11
Lesson 4
Describing the Enhancement of the User
Interfaces
LESSON OVERVIEW
In this lesson, you will learn about the enhancement options of the CRM Web Client UI,
enhance the CRM WEB UI by adding a new Partner Function and removing a field, and get an
overview for enhancement possibilities within the Solution Manager launchpad.
Business Example
Your company has implemented IT Service Management. In the CRM Web Client UI, you
noticed that specific information cannot be entered which are crucial for your company. You
therefore want to know how custom fields can be added to the user interface. Your company
in addition uses the Solution Manager launchpad as an entrance point especially for the End
Users. You need to know how End Users and administrators can change the look of the
launchpad.
LESSON OBJECTIVES
Enhancement Options of the CRM WebClient UI
Figure 342: Enhancement of CRM UI: Navigation Bar

The CRM UI can be enhanced in many various ways. Anyway, in the first step it is necessary to
understand the possiblities and separation. The Navigation Bar View is defining the used work
centers, direct link groups and logical links.
Figure 343: Enhancement of CRM UI: Personalization
Different Options for Personalization are also available, as follows:

● General Settings
● Date and time format
● Enabling the UI Configuration
● Enable Favourites
● Dropdown Listbox settings
● Personalize Layout
● Navigation Bar (Direct Link Groups)
● Layout (Skin, Text Size)
● Home Page Set-up
● Application Links
● Widgets
● Web Links
● Personalize User Data
● Password settings
● User Information

Lesson: Describing the Enhancement of the User Interfaces
Figure 344: Enhancement of CRM UI: Transaction Type Screen Customizing - Prerequisites
Before the customizing of the Transaction Type screen can be performed, several
prerequisites have to be fulfilled as shown in the figure, Enhancement of CRM UI: Transaction
Type Screen Customizing - Prerequisites.
To enable Configuration Mode in CRM WEB UI, open Web Client UI using transaction SM_CRM.
Enable Configuration Mode by navigating to Personalize → Personalize
Settings → Configuration Mode.

Definition of technical roles (in customer namespace) are to be used as standard in CRM UI
Tools "Configure Page" & "Show Configurable Areas".
To maintain the (customer namespace) Role Configuration Key in the Configure Page tool for
a Transaction Type view, create a new message, for example Incident, or open an existing one
and proceed as shown in the figure.

To maintain the (customer namespace) Navigation Bar Profile in the Show Configurable Areas
tool for a Transaction Type view, create a new message, for example Incident, or open an
existing one and proceed as shown in the figure.
Figure 349: Enhancement of CRM UI: Perform Enhancement
The Partner Function is from the standard and is not visible in the Details Assignment Block
within a message.

Figure 350: Enhancement of CRM UI: Perform the Customizing
1. Create a new message, for example, Incident) or open an existing one within the CRM UI
and select Show Configurable Areas. Afterwards, click within the screen area marked in purple
Note:
Perform the Changes in the CRM Web UI with the specific Business Role (for
example ZSOLMANPRO) for which you want to configure it.
Changes in the CRM WEB UI have a global impact and should only be performed
by authorized persons.Change Rule: Changes at Web UI should be done in
development system and transported to production system
Figure 351: Enhancement of CRM UI:
2. Select an already existing line (for example, line 5) (where the new Partner Function should
be visible) and add a new one (for example, line 6).
In the 1st step we want to make the Partner Function Contact Person visible.

3. Navigate to Show Available Fields option and search for the new Partner Function you want
to insert and add it via Drag and Drop.
Note:
Partner Function Contact Person can be found in the folder, BTPARTNERSET.
Show Technical Details can be helpful.
In the 2nd step we want to remove the field Recommended Priority as this is not needed in our
use case.
Note:
To remove entries on the right side of the screen, you have to use the minus icon
on the right side.

Figure 354: Enhancement of CRM UI
Finally, after the adjustment, our Incident view within the CRM WEB UI looks as shown in the
figure, Enhancement of CRM UI.
Figure 355: Adjust the Solution Manager launchpad:
Groups for the Solution Manager launchpad can be assigned with the help of workcenter
roles. For example, SAP_SMWORK_INCIDENT_MAN assigns the group IT Service
Management to a user.

With the help of the personalization icon, it is possible to decide individually how the
launchpad should look. For example, a user can decide how many tiles of the group should be
displayed.
If not all tiles should be available in the IT Service Management group for your user, you can
easily disable them. They can be added again if a tile was disabled accidentally.

Furthermore, it is possible to add additional tiles to the groups. To do so, mark the plus
symbol in the group area and select plus again for all tiles that should be added.
Often used tiles from different groups can also be added directly to the My Home group. This
will be the very first group which is shown when opening the Solution Manager launchpad.

● Even own groups can be added easily. Choose Add Group and give the new group a
description. Than you can add all the tiles that should be available for the new group.
LESSON SUMMARY


Unit 11
Lesson 5
Describing the Widgets
LESSON OVERVIEW
In this lesson, you will learn how to maintain and assign the filter criteria for widgets. You will
also learn how to add, delete, and maintain widgets.
Business Example
Your company has implemented IT Service Management. The widget functionality is an
important part for business users to easily access messages. As an administrator, you want
to know which customizing options exist for the widgets.
LESSON OBJECTIVES
Widgets
Figure 361: Widgets: What it is & what is available from Standard
In this activity, you define custom filters, change existing filters, or deactivate filters and
assign these filters to one of the SAP standard widgets. You can also define filters for your
own widget based on a component usage of the AIC_IM_MYINCDNT UI component. The

widgets are displayed in the home screen (AIC_HOME UI component) for IT Service
Management and Change Request Management.
The SAP standard contains the following widgets:
1. My Messages - Reported By Me:
● Available in business role SOLMANREQU
● Technical component usage name: MyIncidentsReportedByMeSOLMANREQU
2. My Messages - Action Required By Me
● Available in business role SOLMANREQU
● Technical component usage name: MyIncidentsForProcessingByMeSOLMANREQU
3. My Messages - Reported By My Organization
● Available in business role SOLMANREQU (hidden in standard configuration)
● Technical component usage name: MyMessagesReportedByMyOrg
4. My Messages - For Dispatching
● Available in business role SOLMANDSPTCH
● Technical component usage name: MyIncidentsForDispatchingSOLMANDSPTCH
5. My Messages - Assigned To Me
● Available in business role SOLMANPRO
● Technical component usage name: MyIncidentsAssignedToMeSOLMANPRO
These widgets all have a specific purpose. For example, My Messages - Assigned To Me only
shows transactions where your current business partner is the assigned message processor
(or change manager).The Customizing consists of two separate parts:
● Filter definition and the assignment of filter values
● Definition of the specific widget by assigning the filters for each widget and define the
visibility of the filters for a widget.

Lesson: Describing the Widgets
Figure 362: Widgets: How to Configure - Part 1 - Define Widget Filters
Activities: Define Filters

For each filter type, you can define several filters, each containing different values. You can
define filters for the following standard filters:
● Message Type Filter
● Status Filter
● Processor Filter (corresponds to change manager filter for ITSM)
● Team Filter (corresponds to change advisory board filter for ITSM)
● Reporter Filter (corresponds to requester filter for ITSM)
Activities: Assign Values to Filters

For each filter you define, assign generic values. If applicable, the system maps custom values
to the generic values. You can also assign individual custom values to the filters.
Each filter has a translatable description and values assigned depending on the filter type. The
status filter, for example, can consist of a user and a system status. The message type filter
can consist of a specific transaction type or a predefined group of transaction types based on
the scenario customizing.

Figure 363: Widgets: How to Configure - Part 1 - Define Widget Filters
Assign a custom transaction, for example ZMIN, as shown in the figure.
Figure 364: Widgets: How to Configure - Part 2 - Assignment of Filters and detailed Definition
Define Widget
For each widget, you assign the filters and define the visibility of the filters. If you do not
assign a filter type to the widget, the messages in the widget are not restricted by this filter
type.
Select the visibility of a filter, as follows:
● Visible: The filter is set to a default value and is displayed in the widget. The user can
change the filter value.

● Disabled: The filter is not displayed in the widget. For example, in a widget that shows the
messages reported by a user, the processor filter is disabled as it is not relevant in this
widget.
● Hidden: The filter is set, but not displayed, in the widget. Therefore, the user can neither
see nor change the filter value. For example, in a widget that shows the messages reported
by an organization, the reporter filter is hidden so that the user cannot see the reporter,
but the messages are still filtered by reporter.
You can also configure whether business partner information and information about
substitutions is displayed in a widget. If the end-user has several widgets in the home screen,
it is more concise to display this information only in a single widget.
You can also configure the default maximum number of messages that the system retrieves.
The figure shows the assignment of filters.

Login to the CRM WEB UI with Business Role ZSOLMANPRO via transaction SM_CRM and open
the Configure Page option in the Home Workcenter. Copy the Role Configuration Key from
<Default> (SOLMANPRO) to the customer specific one ZSOLMANPRO before you start with
the assignment
Add Widget My Message - Reported by My Organization and save your changes to a Transport
Request.

This will lead to the Error Messages shown in the figure; therefore, it is required to activate the
specific customizing and assign the relationship Employee Responsible (BUR011) to our user
via transaction BP as shown in the next figure.
Activate Customizing in table AGS_WORK_CUSTOM via transaction SM30, table

AGS_WORK_CUSTOM.
● Open the CRM WEB UI with transaction SM_CRM to check the Result.

LESSON SUMMARY

Unit 11
Lesson 6
Explaining the Service Level Agreements and
Processing Times
LESSON OVERVIEW
In this lesson, you will learn how to configure the standard Service Level Agreement (SLA) and
processing times.
Business Example
Your company has implemented IT Service Management. In your company also reaction and
processing times are specified which message processors should keep. You were asked to
activate SLAs in SAP Solution Manager and want to know, which options in SAP Solution
Manager exist. In addition to the End-to-End-SLA your company is interested in
Organizational Level agreements and if this can be built up within the Solution Manager.
LESSON OBJECTIVES
Service Level Agreements and Processing Times
Figure 371: Service-Level-Agreement: What it is

A service-based SLA (Service Level Agreement) is used to agree modalities of the

provisioning of services between different parties (generally a service deliverer and a service
consumer).
Such SLA modalities include, for example, content and scope of services guaranteed within
certain tolerance limits for certain sizes within a predefined time frame.
Finally on business side, an introduced SLA Management helps to increase customer
satisfaction and to minimize losses resulting from SLA complaints, for example in a Service
Provider scenario.
Figure 372: Service-Level-Agreement: Overview
In Detail
The SLA Management is off the shelf integrated within the SAP Solution Manager IT Service
Management and is available after successfully performed system preparation, basic
configuration, as well as ITSM basic setup.
The SLA Management allows for the managing and monitoring of various defined Service
Level Agreements. After activating and properly configuring this feature, the system is able to
automatically alert responsible Service Desk Employees, whole Support Teams, or IT Service
Mangers in case that defined response and solution times of incident messages are violated.
This is especially necessary to make sure that messages are processed within the defined
period of time as contracted between both parties.
By setting up the SLA Escalation Management mechanism the system monitors when
deadlines defined in the SLA parameters have been exceeded in the service process and
which follow-up processes would be triggered. For example, email notifications will be sent to
upper levels in the Service Desk organization, such as responsible IT Service Managers, to
inform them immediately about expiration of deadlines and SLA infringements. Thereby, IT
Service Managers are only involved in the ticketing process when it is really necessary.
Powerful Monitoring and Reporting functionalities support IT Service Managers to get a
summarized overview about all ongoing Incident messages in their department and to fulfill
their key performance indicators (KPIs) as well as to prevent SLA infringements in the future
(trend analysis).
Activities

Lesson: Explaining the Service Level Agreements and Processing Times
Perform the following steps to finish setting up SLA escalation:

● Create Service & Response profiles.
● Define the SLA Determination Procedure.
● Specify Duration Settings.
● Specify Customer Time Status.
● Schedule a periodic background job for setting the status 'Warning' or 'Escalation' to
incidents in case of threshold violation.
● Activate/Deactivate SLA Escalation.
Figure 373: Service-Level-Agreement: Relevant Assignment Blocks in CRM UI
For the SLA relevant Assignment Blocks, note that IRT and MPT Status are displayed as a
monitor icon (green, yellow, or red) and calculated in percentage.
Service Level Agreement
● Determined Service and Response Profile
● SLA times and durations

Figure 374: Service-Level-Agreement: Important Parameters and Calculation
The IRT & MPT calculation is based on the configuration performed within the Service and
Response Profile as well as of the defined characteristics of the Incident message (for
example, Priority).
Parameters which are involved in IRT and MPT calculation include the following:
● Defined Office Hours and Off Times for support availability
● Defined Time duration for IRT and MPT depends on priority and so on
● User status of a message influence time calculation for IRT & MPT
Customer times are specified by user status. To define the user status, for example,
Customer Action does not affect the SLA calculation, navigate to IMG SAP Solution
Manager → Capabilities (Optional) → Application Incident Management (Service Desk) → SLA
Escalation → Specify Customer Time Status.
Figure 375: Service-Level-Agreement: Standard SLA Management

This use case is addressed to customers who require a simple SLA Management without
specific rules for building up a complex Access Sequence. In this case a single Service and
Response Profile is created and attached to the standard Service Product 'Investigation'.
The SLA times (IRT and MPT) will be calculated for any created Incident message according
to the parameters set within 'Investigation'.
The Service Product 'Investigation' can also be used as default set for SLA calculations when
no previous conditions in the Access Sequence are fulfilled. In this case 'Investigation' should
be the last item in the sequence list.
Figure 376: Service-Level-Agreement: How to Configure
The Service Profile specifies the availability times of the service team for incident processing.
The system supports any kind of scenario like 5x8 or 7x24. Multiple Service Profiles can be
created for different purposes like single customers, IT Items, or several Service Products.
The Service Profile defines the times when a customer is entitled to a service. The service
types permitted are defined as codes in Customizing and stored in a response profile.
To define the Service Profile, do the following:
1. Call transaction CRMD_SERV_SLA and mark Service Profile.
2. Create a new Service Profile entry.
3. Enter Service Profile name (for example, SERV01).
4. Enter short description (for example, Service Profile 1).
5. After saving the change you can maintain Availability Time by clicking on the clock icon.
6.

Define Service Profile—Maintain Availability Times

Maintain in calendar form the availability time of your support organization:
1. Choose rule ‘weekly periodic Availability Times’ and week rule ‘every week on’.
2. Select the weekday and enter the time period for every day.
3. Choose rule ‘weekly periodic Availability Times’.
4. Choose the factory calendar from your location.
5. To save the maintenance, choose the Copy button.
Note:
Calendar definition requires a valid factory calendar. Please check and adjust this
by transaction: SCAL.
Note:
The Copy As function for the whole Service Profile copies also all defined
Availability Time settings and allows simple configuration of multiple profiles by
only changing differences.

The Response Profile defines the time duration until first reaction and until service end for
every type of Incident Priority. The system also allows the creation of multiple Response
Profiles with different priorities. This makes it possible to have different duration
dependencies for realization of multiple scenarios.
The response profile is used to generate dates and time intervals for the performance of
service tasks.
A response profile is another parameter that you can use to confirm the Service Level
Agreement defined in service contracts in addition to parameters, such as priority, system
availability, and so on.
To define the response profile and priorities, complete the following steps:
1. In transaction CRMD_SERV_SLA select Response Profile & create a new Response Profile
2. Mark the created profile and double-click ‘Indicators for Response Times’
3. Select the indicator ‘Priority’ for response time maintenance
4. Afterwards maintain the response time for response indicator priority (1 for ‘very high’
until 4 for ‘low’) by select the line for priority, see the next figure.
Figure 379: Service-Level-Agreement:
Define Time Durations for Priorities
1. Finally, the duration time for every Priority (1 to 4) has to be defined.
2. Mark the priority and double-click Response Times.
3. Enter the duration value and time unit for parameters.
● SRV_RF_DURA (Duration Until First Reaction)
● SRV_RR_DURA (Duration Until Service End)

Note:
The Copy As function for the whole Response Profile copies all defined settings
(Priorities with related duration values) and allows simple configuration of multiple
profiles by just changing differences, for example, differences in duration values.
Usually the Service Product 'Investigation' should be arranged as the last item in the Access
Sequence so that a default Service and Response Profile is assigned to an incident message
in any case.
If an Access Sequence is build up with other conditions and 'Service Product Item' is defined
as first item in the list then the determination will stop always on the first step and
'Investigation' is assigned. Thus, the system will never process another determination
criterion.
Assign Service & Response Profile to Service Product ‘Investigation’
1. Call transaction COMMPR01.
2. Open Default service product ‘Investigation’.
3. In the SAP Basic Data tab, the Service Profile &and Response Profile should be assigned in
set type Default Values for Service Contracts.
4. Define SLA Determination Procedure: Insert → Service Product Item.

The Access Sequence of a SLA Determination Procedure identifies where to search for the
SLA and in what sequence. When first entry in the sequence met the criterion of a newly
created incident than the related Service & Response Profile will be assigned directly to this. If
the criterion is not met than the next item in the sequence list will be processed and ongoing.
Build-up the sequence hierarchy according to your needs. Define a sequence number and
choose your required determination option from the dropdown list. If a new Incident message
is created, the system will run through the Access Sequence and every entry will be
processed from top to bottom until the first criteria fulfills the condition.
You can determine SLAs for transactions (for example, incidents and problems) based on
information maintained in the master data such as:
● Service Contracts
● Service Product Item
● Reference Objects (IBase Component)
● Reference Objects (Objects)
● Business Partners (Sold-To Party)
Please note that the following determination options are currently available in the selection
list of the Access Sequence definition which are not in scope of SLA Management (not
adopted or tested to the ITSM):
● Reference Objects (IBase)
● Reference Objects (IBase Text Component)
● Reference Objects (Product)
● Organizational Units (Sales)
● Organizational Units (Service)
In the presented example, at first a Service Contract is checked, followed by an IBase

Component and finally a Sold-To Party. If no Service Contract is assigned to the created

incident message the system analyzes in the next step the IBase Component. If the reporter
entered an IBase Component for which a Service and Response Profile assignment exists
then these profiles are chosen and all SLA times are calculated according to the defined
parameters of these ones.
Define SLA Determination Procedure

1. Call transaction: SPRO and choose IMG activity: SAP Solution Manager Implementation
Guide
● SAP Solution Manager
● Capabilities (Optional)
● SLA Escalation
2. Create a new procedure by New Entries.
3. Mark the newly created procedure.
4. Double-click Access Sequence.
5. Define your specific sequence by New Entries.
Assign SLA Det. Procedure to Transaction Types

1. Call transaction: SPRO and choose IMG activity: SAP Solution Manager Implementation
Guide
● SAP Solution Manager
● Capabilities (Optional)

● Transactions
● Define Transaction Types
2. Select your Transaction Type from the list.
3. Double-click Assignment of Business Transaction Categories.
Note:
In the next step the created SLA Determination Procedure has to be assigned to
your related Transaction Type (for example, SMIN or ZMIN).
Assign SLA Det. Procedure to Transaction Types (Continued)

1. Select transaction category SERVICE PROCESS.
2. Double-click Customizing Header.
3. Assign your created SLA Determination Procedure to the transaction type’s Customizing
Header.

Figure 384: Service-Level-Agreement: Reporting Capabilities
Within the IT Service Management, search own search criteria for SLA content. Your own
columns are also available in the result list. As possible for all searches, the result list can be
exported to Excel. There is also a graphical view for bar or pie chart available.
Figure 385: Service-Level-Agreement: Where to find additional Information
For the How to Guide, see: https://wiki.scn.sap.com/wiki/display/SAPITSM/ITSM+Wiki+-

+IT+Service+Management+and+ChaRM+Wiki+Homepage:
● Information for Administrators
● How to → Service level Agreements

Figure 386: Processing Times
With Release 7.2 also Organizational Agreements or Underpinning Contracts can be covered.
In the processing times management context, the planned response times are target values
for the durations of services that you have agreed with the different partners of the service
provision. With this framework, you can compare the planned with the actual response times.
You can use this data to do the following:
● Collect empirical values to improve your service portfolio and to have a valid data basis for
your contract design.
● Optimize your services and the collaboration of your service teams.
● Optimize the scheduling of your workforce planning.
● Informing the processors of services at a glance that critical thresholds have been
reached.
The following example shows how the system applies the response times to the availability
times defined in the service profile. For a processing time, the system has determined the
following availability times in the service profile:
● Every week from Monday to Friday, 08:00 — 18:00
● Holiday calendar: USA
For the specific incident, a planned response time of 25 hours is defined in the response
profile. The service team consumes 29 hours to solve the incident. The incident was created
on Monday. Tuesday was a public holiday.
The figure, Processing Times shows how the planned and actual durations are applied to the
availability times of the current week. Differences in planned and actual times will be
considered with the help of the Processing Times.
With Release 7.2 also Organizational Agreements or Underpinning Contracts can be covered.
For the Processing Times an own assignment block is available, which will be empty as long as
no customizing is available. Here you find all information regarding the thresholds, planned
and actual durations as well as the owner of the service clock. Multiple service clocks can be
shown within this assignment block.

The customizing entrance can be found within the implementation path (transaction SPRO,
Customer Relationship Management → Transactions → Settings for Service
Requests → Settings for Management of Processing Times. The path to the activities can be
seen in the figure. If you are not able to find those entries, check if the Business Function
CRM_ITSM_PROCESS_TIMES_MGMT is activated.
LESSON SUMMARY

Unit 11
Learning Assessment
1. What are the prerequisites for performing WebUI customizing?

X A Custom business roles have been created
X B Configuration mode is enabled
X C The corresponding global system parameter has been set
2. What are widgets used to show?

X A The user worklist
X B The created messages
X C The messages for which the user is responsible
X D IT news
3. What are the goals of Service Level Management?

X A Defining, documenting, and agreeing service levels
X B Monitoring, measuring, and reporting the currently achieved service levels
X C Identifying future markets in which the service provider could act
X D Monitoring and improving customer satisfaction

Unit 11
1. What are the prerequisites for performing WebUI customizing?

X A Custom business roles have been created
X B Configuration mode is enabled
X C The corresponding global system parameter has been set
2. What are widgets used to show?

X A The user worklist
X B The created messages
X C The messages for which the user is responsible
X D IT news
3. What are the goals of Service Level Management?

X A Defining, documenting, and agreeing service levels
X B Monitoring, measuring, and reporting the currently achieved service levels
X C Identifying future markets in which the service provider could act
X D Monitoring and improving customer satisfaction

UNIT 12 Monitoring and Reporting
Lesson 1
Monitoring ITSM Tickets 371
Lesson 2
Using ITSM Analytics 375
Lesson 3
Using the Dashboard Builder 383
UNIT OBJECTIVES
● Monitor ITSM tickets

● Re-use this query
● Graphical presentation of this result list
● Export result list to spreadsheet
● Start ITSM Analytics and Dashboard
● Select Timeframe
● Select Multiple Filter Criteria
● Get detailed information about the incidents
● Define your own dashboards with the Dashboard Builder
● Describe the capabilities of the Dashboard Builder

Unit 12: Monitoring and Reporting

Unit 12
Lesson 1
Monitoring ITSM Tickets
LESSON OVERVIEW
In this lesson, you will learn how to monitor ITSM tickets and re-use queries.
Business Example
As you use SAP Solution Manager ITSM as your ticketing tool in your organization, you need
to monitor incidents. For this reason, you require the following knowledge:
● An understanding of available multiple, combinable search criteria
● An understanding of how-to re-use own personalized queries
LESSON OBJECTIVES
ITSM Ticket Monitoring
Figure 389: Monitoring and Reporting (ITSM Analytics)

There are several roles and responsibilities in your company. For each role a specific
functionality exists in SAP Solution Manager 7.1.
E.g. the message processor of a ticket or incident needs a specific search to know, on which
ticket he should work next.
The Team Manager want to know how efficient his team works or if there are enough
capabilities.
Service and IT Manager are more interested in time-related analysis.
Figure 391: Monitoring of ITSM Tickets
The CRM UI in Solution Manager 7.2 allows you to monitor your incidents. Therefore please
follow this steps:
1. Open WebUI
2. Select corresponding workcenter IT Service Management.
3. Select Incident in search area.

Lesson: Monitoring ITSM Tickets
Figure 392: Search Criterias and saved searches
The new CRM Web UI in Solution Manager 7.1 allows you to search for incidents with the help
of the multiple search criteria.
Select the search criteria to identify the incidents that you want to view. The corresponding
incident messages display below the search criteria. The selection of several search criteria
helps the users to specify the incidents that they want to find. Multiple search criteria can be
combined without any dependencies.
If you want to re-use this defined query later , you can save this search. Afterwards it is easy
accessible via 'Saved Searches' in right upper corner.
Figure 393: Direct access to Incident Details
If the incident which you searched for is in result list, you can open directly this incident if you
choose ID.

Figure 394: Graphical Display
You can display the search results in a graphical representation, weather pie or bar char. In
the example shown in the figure, a pie chart displays the various status of the incidents.
Alternative displayed information are e.g. priority, support team, message processor or
category.
Figure 395: Excel-Export possible
Next button right beside is for the export to spreadsheet. It will automatically generate a .csv
file and depending on your operational system configuration will be automatically opened in
your software. The displayed columns from the result list will be automatically exported in the
excel-sheet.
LESSON SUMMARY

Unit 12
Lesson 2
Using ITSM Analytics
LESSON OVERVIEW
In this lesson, you will learn about ITSM analytics.
Business Example
For an IT-Service-Organization it is important to regularly analyze the overall performance.
Therefore you need to understand which graphical reports are available
LESSON OBJECTIVES
ITSM Analytics
Figure 396: ITSM Analytics and Dashboard - Start from the Launchpad
In addition to the monitoring functionalities, IT Service Management provides dashboard-

based analytic tools, with which employees can answer different questions depending on their
role.
ITSM Analytics are based on the Business Warehouse reporting infrastructure and Dashboard
Builder. With SAP Solution Manager 7.2, no separate SAP BW system is required for

reporting. The SAP NetWeaver stack that comes with SAP CRM can run reports on the same
machine. These functions are accessible via the SAP Solution Manager Launchpad.
Note:
You have to be assigned to the authorization role
SAP_SMWORK_INCIDENT_MAN to see these tiles.
1. Open Launchpad.
2. Go to the IT Service Management area.
3. Select IT Service Management Analytics' or IT Service and Change Dashboard.
Figure 397: Analytics - Service Request Management Dashboard
This dashboard provides reporting for the service request transaction type in the Request to
Fulfill process. It provides insights on service request handling. It provides the most important
KPIs, such as how many issues are there, and whether issues are resolved in accordance with
the defined service level agreement (SLA). You can filter by time period and transaction type.
The figure shows only an excerpt of the available standard KPIs.
KPIs about the following information groups are predelivered by SAP:
● Overview
● Trend
● Status
● Priority
● Support Team
● Sold-to Party
● Service Product

Lesson: Using ITSM Analytics
● Category
Figure 398: Analytics - Service Order Management Dashboard
This dashboard provides reporting for the service order transaction type in the Request to
Fulfill process. It provides insights into service order handling. It provides the most important
KPIs, such as how many service order and service order item are requested and delivered.
You can filter by time period and transaction type.
The figure shows only an excerpt of the available standard KPIs.
KPIs about the following information groups are predelivered by SAP:
● Overview
● Trend
● Status
● Support Organization
● Customer

Figure 399: Analytics - Incident Problem Dashboard
This dashboard provides a view of incidents and problems. It provides insights on the
integrated progress. It provides the most important KPIs, such as how many incidents and
problems are created and closed in a certain period, or the average duration of each process.
You can filter by calendar weeks.
Figure 400: Analytics - Incident Management Dashboard
This dashboard provides reporting for IT support managers and IT support staff. It provides
insights on incident handling. It provides the most important KPIs such as how many issues
are there, how many are critical issues (IRT/MPT-exceeded incidents), and whether issues
are resolved in accordance with the defined Service Level Agreement (SLA), and so on.
The following information is predelivered by SAP:
● Number of created and closed incidents
● SLA status of closed incidents

● Open incidents
● Open incidents with exceeded IRT
● Open incidents with exceeded MPT
● Open incidents trend analysis
● Open incidents without categorization
● Average number of teams involved
Custom KPIs can be defined with the dashboard builder, for example, open incidents per
priority.
You can choose the tiles to display a more detailed view.
Figure 401: Analytics - Drill-Down View
In the detailed view, you can choose the how information is displayed, for example, as column
chart, bar chart, or table.
You can also select further attributes to be displayed, such as status.
If you hover above the single diagram sections, more information for this section is displayed,
such as the concrete amount of incidents behind the percentages.

Figure 402: Analytics - Drill-Down View Settings
You can add or remove attributes, sort orders, or filters of the drill down view to customize
the report.
Figure 403: Analytics - Drill-Down View
The figure shows an example of the drill-down view priority per status.
LESSON SUMMARY



Unit 12
Lesson 3
Using the Dashboard Builder
LESSON OBJECTIVES
Dashboard Builder
Figure 404: Dashboard Builder
For creating and displaying dashboards, SAP provides the Dashboard Builder as standard in
SAP Solution Manager 7.2. The Dashboard Builder is a browser-based tool that enables you to
quickly create tile-based dashboards in order to visualize data for analysis.
The Dashboard Builder supports the following use cases:
● You can use different dashboards delivered by SAP as templates for your own tasks. They
consist of several tiles that display the current information, each covering one aspect of
the topic.
● From data delivery to data visualization, you can create your own dashboards, KPI groups,
and tiles.
Dashboard Builder is a SAP UI5-based, code-free and easy-to-use tool.

It has the following features:

● User-friendly template-based tool

● Modern and intuitive user interface
● Connectivity to multiple types of data sources, including BW query, function module, and
business process analysis
● Can be run on desktop devices as well as on mobile devices
Start the Dashboard Builder in the SAP Solution Manager launchpad. The Dashboard Builder
tile is not on the home page by default; To add it, follow these steps:
1. Choose the Personalize Home button.
2. Add a new tile to the SAP Solution Manager: Configuration group by choosing the "+"
button. The tile catalog is displayed.
3. Navigate to the SAP Solution Manager: Configuration group and select the Add Tiles to
Groups button for the Configuration: Analyzes and Dashboards tile.
Figure 405: Add Elements (1/2)
1. Locate IT Service Management Analytics for example, in the left column.
2. Choose IT Service Management Analytics under IT Service Management.
3. Copy the SAP-delivered dashboard by choosing the Copy button below.
4. Change KPI information and query behind by choosing the Settings button. The following
items can be customized:
● Name
● Subhead
● Description
● Visualization
● Size

Lesson: Using the Dashboard Builder
● Unit
● Data Source Type
● Data Source Name
● Detail Page Template
● Available Characteristic and Key Figures
- Available Fields
- Rows
- Columns
- Filters
Figure 406: Add Elements (2/2)
In Dashboard Builder, a tile is part of a dashboard. Usually, it visualizes a single KPI in a single
chart. To create a tile, you can add a Standard Tile or a Custom Tile.
You can also add groups and assign them the tiles to provide an increased overview.

Figure 407: Add Standard Tile From SAP KPI Catalog
You can select predefined KPIs from the KPI Catalog or choose custom-specific data sources
to create visualizations in the Dashboard Builder.
You can access the Dashboard Builder at https://go.support.sap.com/kpicatalog/
welcome.html.
The figure, Add Standard Tile From SAP KPI Catalog, shows the selection of a KPI from the
KPI Catalog.
Figure 408: Add Custom Tile
On the left side of the view, general information about presentation and the data source is
maintained.
On the right side of the view, there are standard attributes available for the definition of a drill-
down view.

The following data source types are available in the configuration mode:
● BW Query
● BAdI
● Function Module
● Business Process Monitoring
● Business Process Analytics
Figure 409: Add Custom Tile - Result
Figure 410: Visualization Options for Size 1x1 only
Multiple visualization templates are available in Dashboard Builder. KPIs can be displayed in
different ways, for example line chart, number-based, bar chart, and so on. The size of a tile
can also be customized.

Figure 411: Visualization Options for Large Tiles
Multiple visualization templates are available in Dashboard Builder. KPIs can be displayed in
different ways, for example line chart, number-based, bar chart, and so on. The size of a tile
also can be customized.
Large tile visualization can be any combination of (2 - 3) x (2 - 6).
The available charts are Bar Chart, Stacked Bar Chart, Column Chart, Stacked Column Chart,
Line Chart, Pie Chart, and Table.
Combination Chart (also in 1x1 and 1x2)
Figure 412: Advanced Tile Definition: Choose Colors of Diagrams
1. Right-click the Rows field and choose Color → Choose color.
2. Choose a value from the dropdown list, for example, Priority 2: High.
3. Define a color using the field search.
4. Repeat the previous two steps for all values.

Figure 413: Advanced Tile Definition: Thresholds for Key Figures
1. Right-click Key Figures and choose Thresholds → Define thresholds.
2. Enter threshold values and choose OK.
3. Threshold entries are displayed beneath filters.
LESSON SUMMARY


Unit 12
Learning Assessment
1. What is effective reporting important in measuring?

X A The value of a service
X B Customer satisfaction
X C Costs
X D Quality
2. For what is the Dashboard Builder used?

X A Defining custom KPIs
X B Customizing powerful dashboards
X C Searching the KPI catalog
3. What is the recommended frequency for reporting?

X A Weekly
X B Intervals should be identical
X C Intervals should be defined together with the customer

Unit 12
1. What is effective reporting important in measuring?

X A The value of a service
X B Customer satisfaction
X C Costs
X D Quality
2. For what is the Dashboard Builder used?

X A Defining custom KPIs
X B Customizing powerful dashboards
X C Searching the KPI catalog
3. What is the recommended frequency for reporting?

X A Weekly
X B Intervals should be identical
X C Intervals should be defined together with the customer

UNIT 13 Service Asset and
Configuration Management
Lesson 1
Providing an Overview: Service Asset & Configuration Management 395
Lesson 2
Providing an Overview: IT Infrastructure Management 401
UNIT OBJECTIVES
● Explain the service asset and configuration management

● Explain the value of IT infrastructure management

Unit 13: Service Asset and Configuration Management

Unit 13
Lesson 1
Providing an Overview: Service Asset &
Configuration Management
LESSON OVERVIEW
This lesson provides an overview of service asset and configuration management in SAP
Solution Manager.
Business Example
Your company is planning to implement the IT Service Management scenario. As part of the
project, a Configuration Management Database (CMDB) must be set up. You want to get an
overview about the functionalities that IT Infrastructure Management offers.
LESSON OBJECTIVES
Features and Functions of IT Infrastructure Management

Figure 415: Closing the Gap Between Enterprise Architects and Infrastructure Operations
Enterprise architects model business processes with Business Process Monitoring (BPM)
tools ( e.g. with Architecture of Integrated Information Systems [ARIS] or SAP Solution
Manager). The problem - the Modeling stops on system level. Configuration Management
Datebases (CMDB) provide auto discovery of infrastructure with inventory management. The
problem - The modeling stops at physical server level in CMDB.
The question now is how to close the gap between infrastructure and enterprise architects?
Figure 416: Configuration Items

Lesson: Providing an Overview: Service Asset & Configuration Management
LMDB Objects
SAP Systems, SAP Hosts and SAP Databases are referred as LMDB objects.
The Landscape Management Database (LMDB) provides an infrastructure for centralized
SAP landscape data management in the SAP Solution Manager.
LMDB gathers landscape data from System Landscape Directory (SLD) systems in
productive and non-productive landscape areas.
CMDB-Objects
Non-SAP-Elements are referred as CMDB-Objects.
An unified Landscape API can be used to auto-detect connected sources like routers,
switches etc.
The LMDB and CMDB-Objects are stores as Configuration Items. The CIs of the LMDB are
assigned to SAP default Ibase SOL_MAN_DATA_REP, CIs of the CMDB can be structured
individually, e.g. by location.
The Ibase is representing a hierarchy based logical container, where the CIs are stored in. The
CIs can be referenced to all ITSM & ALM processes.
Figure 417: CMDB-Scenario 1 - Partial Management of Non-SAP infrastructure
This scenario describes a way of creating a CMDB without causing additional licensing costs.
The SAP-system side is easy to cover, the managed systems are connected via the SLD to the
LMDB and pushed to the Ibase (technical storage of all CIs), allowing the processes of Service
Asset & Configuration Management, Availability Management, Capacity Management and
Event Management for these systems.
For the non-SAP-infrastructure, the CIs can be created manual or uploaded from SAP ERP
Asset Management. If customers have stored their CIs in an excel document, they can upload
it with the help of a consulting solution to Solution Manager. All 3 procedures only allow a very
simple Service Asset & Configuration Management for the non-SAP-CIs.

Figure 418: CMDB-Scenario 2 - Comprehensive Management of SAP & non-SAP Infrastructure
In this scenario both sides, SAP ad non-SAP, are stored centrally in Solution Manager's Ibase
and can be used for the processes of Service Asset & Configuration Management, Availability
Management, Capacity Management and Event Management. The information about the non-
SAP-CIs are transferred to Solution Manager via SAP IT Infrastructure Management, an
official product of SAP (causing additional licenses) that automatically detects IT assets in
your landscape. Also other 3rd Party Infrastructure Management Tools can be connected to
Solution Manager as part of a customer-individual solution. More information to SAP ITIM are
given in the second lesson of this unit.
Figure 419: SLD as the basis for the usage of SAP-CIs in Service Desk
In the ITSM standard scenario customers use SLDs to transfer system data information of
their system landscape to their Solution Manager System. System data information are
stored within the LMDB.

Lesson: Providing an Overview: Service Asset & Configuration Management
In order to reference a system in an Incident or Change Request an IBase needs to be created.

The IBase is a concept of CRM and provides various functions (e.g. Business Partner
determination).
More information on SLD landscape design: http://scn.sap.com/docs/DOC-8042
Please refer to the documentation on SLD-LMDB Topology for additional information:

http://scn.sap.com/community/it-management/alm/blog/2013/01/10/sld-lmdb-topology-
connections-valid-and-invalid-data-exchange-between-sld-and-lmdb-of-sap-solution-
manager
Figure 420: Maintenance of Non-SAP Configuration Items Introduction - Definition via Object Types 1/2
Define Object Families

An object used is in our daily environment and is a distinct single unit which can be uniquely
identified.
An object is generally identified by a number or a fixed relationship or description (short text).
Examples of objects include:
● The monitor of a computer with the manufacturer serial number "xyz"
● Mr. Smith's washing machine at 25 George Street, London
Although the washing machine does not have a number, it is not likely to be confused with any
other washing machine.
● A life insurance policy
● A building with an address
You can represent your objects in the system (for example, to describe the objects used in the
services you provide).
Each object belongs to an Object Family. An object family groups together the same types of
object based on the properties of the object. So the object family bus includes all types of

buses regardless of what they are used for (for example as school bus or public transport) or
ownership (leased, rented, or privately owned).
To distinguish between a public and a private bus, for example, you can create different
categories, which in turn can have different characteristics (set types and attributes). Both
categories, however, have the same object family.
Figure 421: Maintenance of non-SAP Configuration Items Introduction - Definition via Object Types 2/2
How to check Object Family & Object Category:

● Transaction COMM_HIERARCHY
● Hierarchy ID 'ALM'
How to check Object Number Range Group & Object Number Range Interval
● Transaction COMC_MATERIALID_ALL
● Press 'Overview'
LESSON SUMMARY

Unit 13
Lesson 2
Providing an Overview: IT Infrastructure
Management
LESSON OVERVIEW
This lesson introduces IT Infrastructure Management as a tool to support service asset and
configuration management in SAP Solution Manager.
Business Example
Your company is planning to implement the IT Service Management scenario. As part of the
project, a Configuration Management Database (CMDB) must be set up. You want to get an
overview about the functionalities that IT Infrastructure Management offers.
LESSON OBJECTIVES
Integration in the ITSM Processes
Figure 422: SAP IT Infrastructure Management on SAP Solution Manager 7.2
It is possible to close the gap between processes and infrastructure with the configuration of
SAP Solution Manager as the single source of truth. Information about all applications (SAP

and non SAP) are stored centrally. Processes access this information and provide complete
documentation of all performed steps.
Figure 423: Optimizing SAP Enterprise Support with SAP Infrastructure Management
SAP IT infrastructure management software integrates seamlessly with SAP Solution

Manager. This offers the following benefits:
● Quickly discover all network assets.
● Continuously monitor asset data.
● Drive an integrated infrastructure and application lifecycle process.
● Lower IT costs by managing hardware and software (SAP and non SAP), with one tool.
● Improve service levels by quickly identifying the root cause of incidents.
● Secure continuous revenue streams by minimizing system downtime.
● Make faster decisions regarding outsourcing and cloud-based services.
● Increase transparency and auditability with consistent change documentation.
● Align IT with business demands for improved performance and lower costs.

Lesson: Providing an Overview: IT Infrastructure Management
Figure 424: Conventional Monitoring Approach
The figure, Conventional Monitoring Approach, illustrates the manual work that used to be
involved in linking infrastructure devices with applications and programs. There was no
automatic discovery of relationships between SAP applications and infrastructure devices
possible. If problems occur in one of the applications or new applications are introduced,
users had to reflect this information, which involved time and money.
Figure 425: Deep Modeling with SAP Monitoring and Alerting Infrastructure
SAP IT Infrastructure Management proactively monitors the status, availability, and

performance of a heterogeneous IT landscape. As it is modular, it can be adapted to customer
requirements.

SAP IT Infrastructure Management can be used by multiple administrators who share

responsibility for a network. In large and distributed network and system environments,
management tasks are handled by local administrators, each of whom irresponsible for one
portion of the network. For this purpose, components and modules of SAP IT Infrastructure
Management can also run for distributed management functions.
Figure 426: Auto Discovery and Normalization
Using SAP IT Infrastructure Management, you can automate the device discovery process for
your entire network and establish a single, complete source of data that is always up to date.
Changes are reflected in an integrated configuration management database (CMDB) that
standardizes and normalizes data that makes it possible to compare data. The CMDB
supports a view of the entire infrastructure for both SAP and non SAP solutions. Thanks to the
software’s open interface, you can integrate data from other management software systems.
This data serves as the foundation for end-to-end IT Service Management through SAP
Solution Manager.
SAP IT Infrastructure Management constantly maps the connections between devices and
monitors the status of hardware and applications in real time. The resulting data from the
CMDB flows to SAP Solution Manager to enable efficient, data-driven incident and change
management.

Lesson: Providing an Overview: IT Infrastructure Management
Figure 427: SAP IT Infrastructure Management
SAP IT Infrastructure Management consists of the following three functional areas:

● Infrastructure Discovery and Management
- Printers, routers, switches, PCs
- Dependencies and topologies in the network
- Real-time information on infrastructure components and their status
● CMDB
- Asset and inventory data
- Database for configuration items, relations and dependencies
- Normalized data for faster integration and evaluation
● Integration to SAP Solution Manager
- Direct access of data from SAP Solution Manager
- Incident, problem, change linked to infrastructure information
- Enhanced monitoring information inside SAP Solution Manager
LESSON SUMMARY


Unit 13
Learning Assessment
1. What is the best way to describe a relationship in Service Asset and Configuration
Management?
X A Describes the topography of the hardware
X B Describes how the configuration items work together to deliver a service
X C Describes which software should be installed on a particular hardware component
X D Describes how version numbers should be used in a release

X A Determining effects and causes of incidents and problems
X B Determining the impact of change requests
X C Planning and designing a change to an existing service
X D Improving Availability Management
3. Which process is responsible for controlling, recording, and reporting on versions,

attributes, and relationships of the IT infrastructure?
X A Service Level Management
X B Change Management
X C Incident Management
X D Service Asset and Configuration Management

Unit 13
1. What is the best way to describe a relationship in Service Asset and Configuration
Management?
X A Describes the topography of the hardware
X B Describes how the configuration items work together to deliver a service
X C Describes which software should be installed on a particular hardware component
X D Describes how version numbers should be used in a release

X A Determining effects and causes of incidents and problems
X B Determining the impact of change requests
X C Planning and designing a change to an existing service
X D Improving Availability Management
3. Which process is responsible for controlling, recording, and reporting on versions,

attributes, and relationships of the IT infrastructure?
X A Service Level Management
X B Change Management
X C Incident Management
X D Service Asset and Configuration Management

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vii Course Overview

1 Unit 1: SAP Solution Manager Concept

3 Lesson: Explaining the Benefits of SAP Solution Manager

19 Unit 2: IT Service Management Overview

21 Lesson: Describing ITSM and ALM

47 Unit 3: Basic Setup

49 Lesson: Performing the SAP Support Backbone Update

99 Unit 4: Master Data

101 Lesson: Creating Business Partners

141 Lesson: Explaining the Available Business Roles in IT Service

183 Unit 6: Service Catalog and Service Request Management

185 Lesson: Understanding the Concept of Service Fulfillment Process

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209 Lesson: Outlining the ITIL Best Practice Process

229 Unit 8: Knowledge Management Process

231 Lesson: Establishing a Full Text Search in SAP Solution Manager

247 Unit 9: IT Service Management Customizing I

249 Lesson: Explaining the Meaning of Transaction Types

271 Unit 10: ITSM Administration

273 Lesson: Explaining the Multi-Level Categorization

303 Unit 11: IT Service Management Customizing II

305 Lesson: Explaining the Enhanced Customizing Options

369 Unit 12: Monitoring and Reporting

371 Lesson: Monitoring ITSM Tickets

393 Unit 13: Service Asset and Configuration Management

395 Lesson: Providing an Overview: Service Asset & Configuration

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● Explain the benefits of SAP Solution Manager

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Benefits of SAP Solution Manager

Figure 1: Support Deliverables

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Figure 2: SAP Solution Manager Key Value Chains

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- Testing the developments

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Figure 3: Functional Areas

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● Adopting SAP Solution Manager is easy

Figure 5: IT Infrastructure Library (ITIL): Overview

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Figure 6: SAP Solution Manager supports ITIL

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Figure 7: Integrated IT Support Processes

SAP Solution Manager integrates Application Lifecycle Management and IT Service

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SAP Solution Manager Architecture

Figure 8: SAP Solution Manager as Collaboration Platform

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Figure 9: Example: Customer System Landscape

SAP Solution Manager Architecture

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