SAP Solution Manager - Service Desk

[Pages:39]SAP Solution Manager Service Desk

ALM Solution Management SAP AG

Disclaimer

This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. It contains only planned strategies, developments, and functions of the SAP product and services and does not bind SAP to any particular course of business, product strategy, and/or development. It is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document.

? SAP 2008 / Page 2

Service Desk The Central Capability of Incident Management

Service Desk Interface

3rd party Help Desk

1:n SAP Solution Manager Service

Desk

SAP CRM 7.0

Connectivity to SAP managed systems

SAP Solution Manager Service Desk

ERP, SCM,...

SAP Collaboration

SAP Global Support

Backbone

&

Partner Ecosystem

Interoperability with internal SAP Solution

Manager capabilities

Projects

Root Cause Analysis

BP Montoring Alerts

Change Management

Test Management

? SAP 2008 / Page 3

Project Issues

Business Process Expert

Business Process Expert

Key User

System Administrator

Key User

SAP Support@ SAP Support & customer Partner Eco System

Build

Test

Deploy

Operate

Create & track issues in design

Create an issue message related to the business scenario/process or process step in the Blueprint

Create issues and assign them to the tasks of the project members responsible

Aggregate issues to a high-level TOP issue and involve SAP experts to resolve them.

Create & track issues in configuration

Use centalized Service Desk project organization to resolve issues

Use reporting to track issues and make the project issues tranparent

Allocate issues to the process in early phases, in case they come up again in the operation phase.

Make Business Blueprint and Configuration issues transparent

Testing

Business Process Expert

Business Process Expert

Key User

System Administrator

Key User

SAP Support@ SAP Support & customer Partner Eco System

Build

Test

Log & track test errors

Service Desk messages are logged during testing in SAP Solution Manager Test Management

Test error resolution has a common process, tracking and reporting.

Deploy

Operate

Testing Integration Testing

Error while testing Set status of test to `error'

Create a Service Desk message with context of test case

Determine route to test case owner

Resolve error and return to tester Retest the test case and confirm Service

Desk message Test case successfully finished

Use Service Desk for central test error resolution

Follow-Up Activity to Deploy Changes

Business Process Expert

Business Process Expert

Key User

System Administrator

Key User

SAP Support@ SAP Support & customer Partner Eco System

Build

Test

Deploy

Create follow-up activity to deploy changes to resolve an incident

Service Desk message triggers a Change Request. It might be necessary to implement an SAP note or correct coding,

to solve an incident or problem. The change is deployed via Change Request Management. The deployment status can be tracked in the Service Desk message. Track back to the initial cause or requestor of a deployed software change The Service Desk can be the input channel for business to request a change, in all SAP Netweaver applications.

Service Desk as change deployer

Operate

Incident Solve incident with SAP note Support employee creates follow-up Change Request from incident Change Request confirmed by

Change Manager Create a Change Document

Implement SAP Note Test changes

Deploy in productive system Feedback to support employee/

requester

Incident Management

Business Process Expert

Business Process Expert

Key User

System Administrator

Key User

SAP Support@ SAP Support & customer Partner Eco System

Build

Test

Deploy

Operate

Application Incident Management with SAP Service & Support

SAP users can create incident messages in an SAP application, or via the web, in the Incident Management work center.

Service Desk helps you search for known similar incidents, to solve it.

Collaboration with SAP Service & Support or Partner ecosystem is a central function.

The root cause analysis infrastructure can be set up and communicated.

Business Process Monitoring alerts

Business Process Monitoring should focus on business-critical processes. In case of problems the SAP Solution Manager generates alerts to warn, or to escalate to further processes.

Alerts can automatically create Service Desk messages, which are routed to escalation managers to resolve the cause of the alert as soon as possible.

Application Incident Management guarantees quick incident resolution, increases the availability of the IT solution, and minimizes negative business impacts

Service Desk SAP Collaboration

SAP experts @ customer

Support message interaction with SAP Service & Support

Integrated SAP Notes search Remote connection activities (open system,

secure area, SAP change log) Feedback questionnaire (Positive Call

Closure) SAP component-specific questions

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