Table of Contents

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Introduction
21
PART I Introduction
27
1 An Overview of IT Service Management
29
1.1 Overview of ITIL and IT Service Management
30
1.1.1 Background
30
1.1.2 What Is ITIL?
31
1.1.3 IT Service Management Roadmap
32
1.2 Application Lifecycle Management in SAP
33
1.2.1 Main Components of Application Lifecycle Management
34
1.2.2 ITIL’s Six Phases of Application Lifecycle Management
37
1.3 Incident Management
39
1.3.1 Overview of Incident Management
40
1.3.2 Incident Management According to ITIL
41
1.3.3 Incident Management in SAP Solution Manager
42
1.4 Service Request Management
43
1.4.1 Overview of Service Request Management
44
1.4.2 Service Request Management According to ITIL
44
1.4.3 Service Request Management in SAP Solution Manager
45
1.5 Problem Management
46
1.5.1 Overview of Problem Management
46
1.5.2 Problem Management According to ITIL
47
1.5.3 Problem Management in SAP Solution Manager
50
1.6 Change Management
51
1.6.1 Overview of Change Management
52
1.6.2 Change Management According to ITIL
52
1.7 Integration of ALM and ITSM
53
1.8 Summary
54
2 User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1
57
2.1 SAP CRM Web User Interface
57
2.1.1 Key Features
59
2.1.2 Navigating the SAP CRM Web UI
64
2.1.3 Role-Specific Views
67
2.1.4 Architecture
70
2.2 Work Centers
82
2.2.1 What Is a Work Center in SAP Solution Manager?
83
2.2.2 Key Features of SAP Solution Manager Work Centers
83
2.2.3 Navigating the Work Centers
85
2.2.4 Architecture of SAP Solution Manager Work Centers
85
2.3 Summary
88
3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions
89
3.1 Post-Installation and Technical Setup
90
3.1.1 Overview
90
3.1.2 System Preparation
92
3.1.3 Basic Configuration
97
3.1.4 IT Service Management
98
3.2 Authorization Roles and Security Concept
106
3.2.1 Incident Management User Roles
106
3.2.2 Change Request Management
107
3.2.3 Security Concept
109
3.3 Master Data Maintenance
109
3.3.1 Business Partners
110
3.3.2 Organizational Model
115
3.3.3 iBase
120
3.3.4 Number Ranges
122
3.4 Adapting the SAP CRM Web UI: Configuration and Personalization
128
3.4.1 Business Role SOLMANPRO
129
3.4.2 Business Role Maintenance
131
3.4.3 Adapting the Business Role
133
3.4.4 Personalizing the SAP CRM Web UI Layout
142
3.4.5 Configuring the SAP CRM Web UI Layout
145
3.5 Summary
151
PART II Application Incident Management
153
4 An Overview of Application Incident Management
155
4.1 Goals and Motivation
155
4.1.1 The Evolution of SAP Service Desk
156
4.1.2 Application Incident Management in a Nutshell
156
4.1.3 The Goal of Application Incident Management
157
4.2 Architecture and Infrastructure
158
4.2.1 IT Service Desk
159
4.2.2 Operability with Related Components
160
4.3 New Features and Enhancements Delivered with SAP Solution Manager 7.1
161
4.3.1 Release 7.1-Based Transaction Types
162
4.3.2 New Features in SAP ITSM
163
4.3.3 Enhanced Features
172
4.4 SAP CRM Web UI for Creating, Processing, and Tracking
174
4.4.1 Overview
174
4.4.2 Application Incident Management Web UI
175
4.5 Summary
176
5 Application Incident Management EndUser Roles and Process Flows
179
5.1 Roles in Application Incident Management
179
5.1.1 Designing a Tiered Support Structure
180
5.1.2 Active Users
184
5.1.3 External/Background Roles
186
5.2 Incident Management Process
188
5.2.1 Breaking Down the Process of Incident Management
189
5.2.2 Find Incident
190
5.2.3 Receive Incident
194
5.2.4 Search for Solution
198
5.2.5 Dispatch Incident
201
5.2.6 Provide Solution
204
5.3 Problem Management Process
205
5.3.1 Breaking Down the Process of Problem Management
206
5.3.2 Find Problem
207
5.3.3 Receive Problem
207
5.3.4 Search for Solution
210
5.3.5 Forward Problem
210
5.3.6 Provide Solution
210
5.4 Service Request Management Process
213
5.4.1 Breaking Down the Process of Service Request Management
214
5.4.2 Find or Create Service Request
215
5.4.3 Receive Service Request
216
5.4.4 Complete Checklist Item
217
5.4.5 Access Workflow Task
218
5.5 Summary
219
6 Integration into Application Lifecycle Management
221
6.1 Design and Build Phases
222
6.1.1 Design Phase (Business Blueprint)
222
6.1.2 Build Phase (Configuration)
225
6.2 Test Phase
226
6.2.1 Test Case Errors
227
6.2.2 Relating Test Cases to Incidents
230
6.3 Deploy Phase
233
6.4 Operate Phase
234
6.4.1 Technical Monitoring Alerts
234
6.4.2 Business Process Monitoring Alerts
236
6.5 Summary
237
7 Channels for Creating and Resolving Incidents and Problems
239
7.1 Inbound Channels
240
7.1.1 SAP Frontend Integration
241
7.1.2 Web Self-Service: SAP CRM Web UI
245
7.1.3 Web Self-Service: Work Center
247
7.1.4 Interaction Center
248
7.1.5 Email
248
7.2 Follow-Ups
250
7.2.1 SAP Support
251
7.2.2 Request for Change
253
7.2.3 External Help Desk Integration
254
7.2.4 Tasks
258
7.3 Summary
259
8 Core Features of Application Incident Management
261
8.1 Business Roles and Predefined User Interfaces
262
8.1.1 SAP ITSM End User
263
8.1.2 SAP ITSM Level 1 Support UI
265
8.1.3 SAP ITSM Professional UI
266
8.1.4 Hide Unused Assignment Blocks
267
8.2 Details
268
8.2.1 Categorization
269
8.2.2 Processing Data
273
8.2.3 Relationships
276
8.2.4 Object Relationships
278
8.3 Text Management
280
8.3.1 Text Description
280
8.3.2 Text Log
285
8.4 Related Test Cases
286
8.4.1 Template ID
287
8.4.2 Test Package
287
8.4.3 Status Text
288
8.5 SAP Collaboration
288
8.5.1 Overview
289
8.5.2 SAP xSearch
289
8.5.3 System Data
291
8.5.4 Prerequisites
292
8.5.5 SAP Component
292
8.5.6 Additional Information
295
8.5.7 Summary & Send
296
8.5.8 Additional Activities
297
8.6 SAP Notes
299
8.6.1 SAP Note Search Options
300
8.6.2 Integrated Capabilities
301
8.7 Attachments
303
8.8 Checklists
306
8.9 Scheduled Actions
308
8.10 Processing Log
310
8.11 Related Transactions
311
8.12 Summary
312
9 Additional Features of Application Incident Management
315
9.1 Time Recording
315
9.1.1 Overview
315
9.1.2 Factors of Time Recording
316
9.1.3 Process to Record Time
319
9.2 Service Level Management
321
9.2.1 Overview
322
9.2.2 Key Concepts
322
9.2.3 Assignment Block Details
324
9.2.4 Date Types
327
9.2.5 Date Durations
328
9.2.6 Calculating IRT and MPT
329
9.3 Dispatching Messages to the Support Team
330
9.3.1 Overview
330
9.3.2 Components for Rule Processing
331
9.3.3 Options for Dispatching
334
9.4 Knowledge Articles
337
9.4.1 Overview
337
9.4.2 User Interface
342
9.4.3 Core Capabilities
344
9.5 Summary
349
10 Functional Configuration for Application Incident Management
351
10.1 Chapter Overview
352
10.1.1 How This Chapter Is Structured
352
10.1.2 Assumptions
353
10.2 Partner Determination Procedure
356
10.2.1 Create a New Partner Function
357
10.2.2 Assign New Partner Function to Partner Determination Procedure
358
10.2.3 Specify Partner Function Display in Transactions
360
10.2.4 Maintain SAP CRM Web UI Settings for Partner Determination
362
10.3 Support Team Determination
365
10.3.1 Configuration Overview
365
10.3.2 Create Application in the Business Rules Framework
366
10.3.3 Create the Ruleset
368
10.3.4 Create the Decision Table
370
10.3.5 Create the Rule
376
10.3.6 Simulate the Rule
378
10.3.7 Set Actions for Support Team Determination
380
10.3.8 Automatic Forwarding of Messages
381
10.4 Time Recording
385
10.4.1 Define Activity Descriptions and Values
385
10.4.2 Time Recording Reminders
388
10.5 Categorization
390
10.5.1 Baseline Categorization Schema
392
10.5.2 Assign Transaction Types to Catalog Categories
394
10.5.3 Create/Modify Schema
396
10.5.4 Assign Application Area
399
10.5.5 Activate Categorization Schema
400
10.5.6 Updating an Active Schema
401
10.5.7 Add Additional Category Levels
402
10.5.8 Adding a Second Categorization Block
404
10.5.9 Importing Categorization Schema to Another System
409
10.5.10 Solution Categorization
412
10.6 Text Management
413
10.6.1 Text Determination Procedures
414
10.6.2 Text Formatting
418
10.6.3 System Text Templates
420
10.7 Status Profile
424
10.7.1 Create New Status Value
426
10.7.2 Authorization Keys
430
10.7.3 Status Mapping
435
10.7.4 Status Dependencies
436
10.8 SLA Escalation
439
10.8.1 Define Service and Response Profiles
439
10.8.2 Define SLA Determination Procedure
444
10.8.3 Define Settings for Durations
446
10.8.4 Specify Customer Time Status
447
10.8.5 Adjust Thresholds for IRT and MPT Status
449
10.8.6 Schedule Escalation Background Job
449
10.8.7 Activate SLA Escalations
451
10.9 Actions and Conditions
452
10.9.1 Automatic Email Notifications
452
10.10 Priorities
463
10.10.1 Priority Values
463
10.10.2 Impact, Urgency, Recommended Priority Values
468
10.11 Additional Capabilities
470
10.11.1 Customer-Specific Application Components
471
10.11.2 Create Follow-Up Document
474
10.11.3 Processing Log
478
10.11.4 Worklist
479
10.12 Summary
482
PART III Change Request Management
485
11 An Overview of Change Request Management
487
11.1 Goals and Motivation
488
11.1.1 Top Drivers for Change Control
488
11.1.2 Addressing the Challenges, Constraints, and Requirements
488
11.1.3 ChaRM in a Nutshell
489
11.1.4 The Goal of ChaRM
490
11.2 Architecture and Infrastructure
491
11.2.1 Components of Change Request Management
491
11.2.2 The Three Tiers of Change Request Management
496
11.2.3 An Introduction to Change Transaction Types
498
11.3 New Features and Enhancements Delivered with SAP Solution Manager 7.1
499
11.3.1 Transaction Types
500
11.3.2 Decoupling and Reassigning Transport Requests
501
11.3.3 Change Project Assignment
503
11.3.4 Status-Dependent Import of Transport Requests
507
11.3.5 Process Improvements
507
11.3.6 Preliminary Import for Normal Changes
512
11.3.7 Changes Delivered in Assignment Blocks
514
11.4 Web UI for Creating, Processing, and Tracking
526
11.5 Summary
528
12 Change Request Management End-User Roles and Process Flows
529
12.1 ChaRM in the SAP Ecosystem
529
12.2 Roles in Change Request Management
531
12.2.1 Requester
533
12.2.2 Service Employee
533
12.2.3 Change Approver
533
12.2.4 Change Advisory Board (CAB)
534
12.2.5 Developer
535
12.2.6 Tester
535
12.2.7 IT Operator
535
12.3 Request for Change Process
536
12.3.1 Process and Tools
536
12.3.2 Starting the Request for Change Process
539
12.3.3 Subprocess: Scope Extension
548
12.4 Key Differences between Normal and Urgent Changes
552
12.4.1 Transport Request Handling
552
12.4.2 Test Transports
553
12.4.3 Maintenance Cycle
555
12.4.4 Task List
557
12.5 Normal Change Process
558
12.5.1 Normal Change Process Overview
559
12.5.2 End-User Roles in the Change Process
560
12.6 Urgent Change Process
575
12.6.1 Developer: Implements Change
576
12.6.2 Tester: Tests Change
581
12.6.3 Change Approver: Approves Change for Production Import
583
12.6.4 IT Operator: Imports Change into Production
584
12.7 Administrative Change Process
588
12.7.1 IT Operator: Performs Administrative Activities
590
12.7.2 Change Approver: Confirms Administrative Activities
593
12.8 General Change Process
595
12.8.1 Developer: Implements Change
596
12.8.2 Tester: Tests Change
598
12.8.3 Developer: Documents Change
600
12.8.4 Change Approver: Evaluates and Confirms Change
602
12.9 Defect Correction Process
604
12.9.1 Tester: Creates Defect Correction
606
12.9.2 Developer: Implements Defect Correction
607
12.9.3 Tester: Tests Defect Correction
611
12.10 Summary
614
13 Additional Features of Change Request Management
615
13.1 Retrofit
615
13.1.1 Overview
616
13.1.2 Retrofit Process Overview (High-Level)
618
13.1.3 Retrofit in Use
624
13.2 Cross-System Object Lock (CSOL)
627
13.2.1 Overview
628
13.2.2 Common Use Cases
632
13.2.3 Cross-System Object Lock in Use
636
13.3 Critical Object Check
639
13.3.1 Overview
640
13.3.2 Critical Object Check in Use
640
13.4 Managing Changes for Non-ABAP Systems
643
13.4.1 Overview
643
13.4.2 CTS+ Integration into Change Request Management
644
13.5 Summary
644
14 Enabling the Transport Management System for Change Request Management
647
14.1 What You Should Know Before Setting up TMS for ChaRM
647
14.1.1 Getting Started
648
14.1.2 Import Strategy and Changes as of Release 7.1
649
14.2 Enabling the Transport Management System for ChaRM
651
14.2.1 Define Transport Routes
652
14.2.2 Activate Extended Transport Control
652
14.2.3 Configure Transport Strategy
654
14.2.4 Check Transport Domain Controller
656
14.2.5 Add Import Authorizations
657
14.2.6 Create RFC Destination Domain Controller
657
14.3 Summary
658
15 Functional Configuration for Change Request Management
659
15.1 Chapter Overview
660
15.1.1 How This Chapter Is Structured
660
15.1.2 Assumptions
661
15.1.3 Cross-ITSM Functionalities
663
15.2 Basic Configuration
664
15.2.1 Overview
665
15.2.2 Integrate Change Request Management with SAP Solution Manager
665
15.2.3 Activate SAP Solution Manager Services
668
15.3 Standard Configuration
670
15.3.1 Overview
670
15.3.2 Set Project Assignment of Requests as Mandatory
670
15.3.3 Specify Change Request Transaction Type
673
15.4 Enabling SAP ITSM Process Integration
674
15.4.1 Define General Copying Control Rules for Transaction Types
675
15.4.2 Define Change Request Management Mapping Rules for Copying Control
678
15.5 Adapting Standard Change Request Management Workflow
683
15.5.1 Overview
683
15.5.2 Status Administration
684
15.5.3 Maintain Action Profile
691
15.5.4 Maintain Conditions
695
15.6 Approval Settings
699
15.6.1 Overview
699
15.6.2 Define Approval Settings and Assign Procedure to Transaction Type
700
15.6.3 Approval Procedures Determined by Rule Modeler
707
15.7 Extended Configuration
709
15.7.1 Overview
709
15.7.2 Critical Transport Objects
710
15.7.3 Activate Cross-System Object Lock and Downgrade Protection
713
15.7.4 Change Request Management Reporting Service
717
15.7.5 Transport Request Import Strategy (Status-Dependent Imports)
719
15.8 Additional Features
721
15.8.1 View 7.0 Transaction Types in SAP CRM Web UI
721
15.8.2 Define Risk Levels
723
15.8.3 Adjust the Behavior of UI Objects by Status
724
15.8.4 Define Which Transaction Types Must Be Completed with a Project Cycle
727
15.9 Summary
729
16 Maintenance and Project Administration Activities
731
16.1 Implementation and Maintenance Projects
731
16.1.1 Overview and Architecture
732
16.1.2 Implementation, Template, and Upgrade Projects
735
16.1.3 Maintenance Projects
737
16.1.4 Creating an SAP Solution Manager Project
739
16.2 Maintenance and Project Cycles
747
16.2.1 Overview and Architecture
747
16.2.2 Cycle Transaction
752
16.2.3 Cycle Task List
754
16.2.4 Project and Maintenance Cycle Phases
757
16.2.5 Creating an SAP Solution Manager Maintenance Cycle
762
16.3 Completing the Maintenance or Project Cycle
766
16.3.1 Maintenance Cycles: Deciding Whether to Complete or Reuse
767
16.3.2 Setting the Complete Phase: What to Expect
768
16.4 Maintenance Cycle Strategy
770
16.4.1 Example
771
16.4.2 Common Scenarios
772
16.5 IMG and CTS Projects
773
16.5.1 Overview and Architecture
774
16.5.2 Navigate IMG Project and CTS Data
774
16.6 Summary
777
PART IV Reporting and Analytics
779
17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM
781
17.1 SAP IT Service Management Analytics Overview
782
17.1.1 SAP IT Service Management Analytics: Key Components
782
17.1.2 Roles in SAP ITSM Analytics
783
17.2 SAP IT Service Management Analytics Capabilities
784
17.2.1 Search and Monitoring
784
17.2.2 Interactive Reporting
792
17.3 SAP Solution Manager with SAP NetWeaver BW
794
17.3.1 SAP NetWeaver BW Integration into SAP ITSM Analytics
795
17.3.2 SAP ITSM BW Dashboards
796
17.3.3 SAP NetWeaver BW Reporting
799
17.4 Summary
803
18 Change Request Management Reporting and Analytics
805
18.1 Introduction to Change Request Management Reporting
805
18.2 Components of Change Request Management Reporting
807
18.2.1 Data Collection
807
18.2.2 Retrieving the Data
808
18.2.3 Data Display
810
18.2.4 Status of Data
811
18.2.5 Change Request Management Reporting: Use-Case Examples
812
18.3 Transport Request Tracking
816
18.3.1 Transport Request Tracking Capabilities
816
18.3.2 Enabling the Change Request Reporting Service
822
18.4 Other Change Request Management Reports
824
18.4.1 Project Logistics
824
18.4.2 Task Lists
825
18.5 Summary
826
Appendices
827
A Lessons Learned When Implementing SAP ITSM Functions
829
A.1 Organizing an SAP ITSM Implementation
829
A.2 Blueprint and Design Considerations
848
A.3 System Configuration Approach
851
A.4 Positioning Yourself for a Successful Go-Live
853
A.5 Summary
861
B Upgrading to SAP Solution Manager 7.1
863
B.1 What You Need to Know to Transition to Release 7.1
864
B.2 SAP ITSM Transition Strategy
873
B.3 Configuration Upgrade Roadmap
881
B.4 Summary
882
C The Author
883
Index
885