2- solman - gustavo kunst
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Solution ManagerOverview
© SAP 2009 / Page 2
The more transparente the Solutionthe more you benefit
All training information
All maintenanceactivities
All service planning, deliver and follow-up
information
All business processesAll systems
All monitoring dataAll service level information
All test information
All customer developments and functional enhancements
The entire documentation
All changeinformation
All incident and problem information
SAP
SOLUTION
MANAGER
© SAP 2009 / Page 3
Change Request Management
Manage support
package stacks Manage regular and
urgent corrections Follows ITIL standards
Adoption Scenarios
Service Desk Best Practices
for messaging Solution Manager
Diagnostics (SMD) Integration of
3rd-party help desks
Solution Monitoring System Monitoring SAP EarlyWatch Alert Service Level Reporting Central System Administration Business Process Monitoring
Implementation/Upgrade Of SAP solutions SAP methods & tools Global rollout Customizing synchronization E-learning management Test management
CORE
BUSINESS
PROCESSES
1 2
3
4
© SAP 2009 / Page 4
Adoption Scenarios during Lifecycle
Plan Build Run
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP Solution
Composer
Design, Configure, Document, Test and Go Live with SAP Solution
using SAP Solution Manager with ASAP Roadmaps – covers new implementation
and upgrade
Manage Solution Changes with Change Request
Management in SAP Solution Manager
1
Manage internal support using Service Desk in SAP Solution Manager
Run, Monitor and Operate SAP Solution with
SAP Solution Manager
2
3
4
Definecustomersolution based on
SAPprocesses
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
Implementation/Upgrade Scenario – Overview
© SAP 2009 / Page 6
Plan Build Run
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP Solution
Composer
Manage Solution Changes with Change Request
Management in SAP Solution Manager
Manage internal support using Support Desk in
SAP Solution Manager
Run, monitor, and operate SAP Solution with
SAP Solution Manager
2
3
4
Definecustomersolution based on
SAPprocesses
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
Design, configure, document, test, and
Go-Live with SAP Solution using SAP
Solution Manager with ASAP Roadmaps —
covers new implementation
and upgrade
1
Adoption Scenarios during Lifecycle
© SAP 2009 / Page 7
AcceleratedSAP Methodology
Description
http://service.sap.com/asap
AcceleratedSAP (ASAP) provides proven, comprehensive, repeatable and rich implementation methodology to streamline projects.
ASAP covers implementations, upgrades, strategic studies and more.
More info
© SAP 2009 / Page 8
ASAP Implementation Roadmap
© SAP 2009 / Page 9
Roadmap Adds Value to the Implementation
What to do, and when to
do it
Why and how you should do it
Accelerators,Samples, Templates
Who participates
Roadmap provides guidance on the following:
© SAP 2009 / Page 10
Implementation Content: Business Scenarios
Business Scenarios include various Business Process descriptions and guided configuration support for SAP Solutions
Availability: SAP ERP (Financials, Operations, HR, Corporate Services, …) SAP CRM SAP PLM SAP SCM SAP SRM SAP Financial &
Public Sector Industries SAP Service Industries SAP Manufacturing
Industries SAP NetWeaver
Business Scenario
Process Step
Process
Visualized by
ComponentView
© SAP 2009 / Page 11
Example: Upgrade Roadmap for mySAP ERP 2005
Upgrade Roadmap
Source-Release Target Release Accelerators
SAP R/3 3.1i – SAP ECC 5.0 SAP ECC 6.0 110 (21 unique)
SAP Learning Solution 2.0 and 3.0 SAP Learning Solution 6.0 42 (15 unique)
SAP SEM 3.0 – 4.0 SAP SEM 6.0 49 (13 unique)
FSCM 2.0 and 3.0 FSCM 6.0 44 (16 unique)
SAP E-Recruting 2.0 and 3.0 SAP E-Recruting 6.0 45 (16 unique)
SAP cProjects 2.0 – 3.1 SAP cProjects 4.0 51 (14 unique)
ISA WAC 4.0 XECO 5.0 43 (16 unique)
SAP XSS 5.0 SAP XSS 6.0 39 (14 unique)
© SAP 2009 / Page 12
Upgrade Roadmap Upgrade Roadmap
Example: Upgrading with SAP Solution Manager
ProjectPreparation
Define upgradeproject
Define upgradeproject
Analyze as-isIT landscape Analyze as-isIT landscape
Delta training
Delta training
Final Preparationfor Cutover
SAP Solution ManagerSAP Solution Manager – Supporting upgrade features
Production Cutover & Support
Solution UpgradeSolution Upgrade
Issue Tracking / Monitoring / ReportingIssue Tracking / Monitoring / Reporting
UpgradeBlueprint
Define exist./to-becore processes
Define exist./to-becore processes
Verify existingtesting materialVerify existingtesting material
UpgradeRealization
Configure newprocesses
Test processes
Configure newprocesses
Test processes
System Landscape Reporting
System Landscape Reporting
Identify release process and
function deltas
Identify release process and
function deltas
Create/use e-Learning material/Learning Maps
Create/use e-Learning material/Learning Maps
Common upgrade IMGs, Identify
upgrade-relevant config. settings
Common upgrade IMGs, Identify
upgrade-relevant config. settings
Plan and execute tests
Plan and execute tests
© SAP 2009 / Page 13
Test Management
TestTest
TestExecution
TestTest
TestTest
TestTest
Test package
Assignment of test packages
to testers
Test packageTest package
Test package
Test package
Test package
Collection of test cases
Project structure with
assigned test cases
Selection of test cases
Test plan
Test analysis
© SAP 2009 / Page 14
Central Test Management
Example: Sales Order Processing
© SAP 2009 / Page 15
Service Desk Scenario Integration
CustomerCustomer SAPSAP
Find
Solution
6Provide Solution
2
Search for
Solution
Customer'sSolution Database
1
Report
Incident
SAP SystemService Desk
End UserEnd User SolutionSupportSolutionSupport
SAP ServiceMarketplaceSAP ServiceMarketplace
SAP Note DatabaseService Products
Best Practices
Provide Solution
SAP SupportSAP Support4Forward Problem
3 Perform Root Cause Analysis
Perform Root Cause Analysis
5
© SAP 2009 / Page 16
SAP Solution Manager – e-Learning Management
Create Learning Units
1
Edit Learning Content
2
Collect, Categorize, and Store Content
3
Deploy Learning Content to Users
4
Re-Use Content 5
Update Existing Materials
6
© SAP 2009 / Page 17
Source: SAP Upgrade Survey 2004 (700 interviews)
10%
20%
30%
40%
50%
SAP Solution Manager Attacks Known Cost Drivers in Upgrade
IT infrastructure
Technical upgrade / Minimum downtime
Adapt application / Modification adjustment
Project management
End-User training
Efficient testing
Change Management
E-Learning Management
Test Management
Upgrade Roadmap
SAP Solution Manager
SAP Downtime Assessment
SAP Modification Clearing ServiceSAP Test Management Optimization
SAP Solution Manageras Service Platform
SAP Solution Manageras Service Platform
Upgrade Services
Solution Monitoring Scenario – Overview
© SAP 2009 / Page 19
Adoption Scenarios During Lifecycle
Plan Build Run
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP Solution
Composer
Design, Configure, Document, Test and Go Live with SAP Solution
using SAP Solution Manager with ASAP Roadmaps – covers new implementation
and upgrade
Manage Solution Changes with Change Request
Management in SAP Solution Manager
1
Manage internal support using Service Desk in
SAP Solution Manager
3
4
Definecustomersolution based on
SAPprocesses
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
Run, Monitor and Operate SAP Solution with
SAP Solution Manager
2
© SAP 2009 / Page 20
Solution Monitoring Scenario – Overview
Service Level Management Periodic, long-term, and cross-system reporting, including business
processes based on SAP EarlyWatch Alert
System Monitoring Real-time monitoring of business processes and system components based
on the monitoring infrastructure
Business Process and Interface Monitoring Monitoring of core business processes Covers all technical and business application-specific functions required for a
smooth and reliable flow of business processes
© SAP 2009 / Page 21
The Concept: Central Solution Monitoring
SAP Service Marketplace
Central MonitoringInstance
SAP Active Global
Support
CUSCUS
SCMSCM
CUSCUS
FVSFVS
4.6C4.6C
PLMPLM
System administrator
© SAP 2009 / Page 22
Business Process and Interface Monitoring
Detailed procedures for error handling and problem resolution
Precise definition of contact persons and escalation paths
Tight integration of the customer’s support organization
Alert dashboardAlert dashboard
Alerts overview of businessProcess step
Alerts overview of businessProcess step
Monitoring session withdetailed information in the steprelated check
Monitoring session withdetailed information in the steprelated check
Expert monitors directlylinked in satellitesystems
Expert monitors directlylinked in satellitesystems
© SAP 2009 / Page 23
Solution Reporting
System n
EWA ReportsEWA
Reports
Service LevelReporting
Service LevelReporting
+ BPMon-Data
Service ReportingService
Reportingor other
Services Data
BW Content
BI queriesBI queries
System 2
…
CollectedEWA Data
SAP NetWeaver BISAP NetWeaver BI
CentralPerformance
History
CentralPerformance
History
EWA Data
EWA Data
System 1
EWA Data
BW Content
SAP Solution ManagerSAP Solution Manager
CCMS Monitoring InfrastructureCCMS Monitoring Infrastructure
AvailabilityReporting
AvailabilityReporting
© SAP 2009 / Page 24
Integration of 3rd-Party Tools
SAP Solution Manager
CCMS Monitoring Infrastructure (“RZ20)
MonitoringInfrastructure
SolutionLandscape
Monitoring Agent
3rd-Party Components
Report Alerts
3rd-Party System
Management Console
Trigger consolein case of an alert(SAPConnect;SNMP; XML)
Detailed Analysiswith 3rd-party tools
SolutionMonitoring
Service Desk Scenario – Overview
© SAP 2009 / Page 26
Run, Monitor and Operate SAP Solution with
SAP Solution Manager
2
Adoption Scenarios during Lifecycle
Plan Build Run
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP Solution
Composer
Design, Configure, Document, Test and Go Live with SAP Solution
using SAP Solution Manager with ASAP Roadmaps – covers new implementation
and upgrade
Manage Solution Changes with Change Request
Management in SAP Solution Manager
1
4
Definecustomersolution based on
SAPprocesses
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
Manage internal support using Service Desk in
SAP Solution Manager
3
© SAP 2009 / Page 27
Service Desk Scenario
Full-feature message application! Directly integrated with SAP Active
Global Support End users can create messages from within any SAP system
or from a browser All SAP system data and context is
collected automatically! Internal billing and controlling possible Advanced reporting Customer Solution Database IC WebClient capable Third-Party Integration-capable
© SAP 2009 / Page 28
Service Desk Process
User SolutionSupport
SAP ServiceMarketplace
Customer SAP
SAP SystemService Desk
SAP Solution
Manager +Diagnostics
SAP NotesDatabase
Customer’sSolutionDatabase
SAP Support
Search solutionIncident is
reported
Solution
available?
Forward
problem
Root Cause
Analysis
Solution
Root Cause
Analysis
Provide
solution
© SAP 2009 / Page 29
Service Desk Integration with Third-Party Help Desks
Contains an open, bi-directional Interface for the exchange of problem messages between SAP Solution Manager 4.0 and third-party help desk applications, enabling Solution Manager Service Desk to be integrated into existing help desk applications of a support infrastructure.
based on Web-Services (simple, flexible, platform independent) aligned with existing standards for message exchange (e.g. SOAP protocol)
Solution ManagerSAP Support
SAP Customer
Support Desk
RFC
External Help Desk
SOAP/HTTPW
eb
Services
SAP Application
RF
C
MessageMessageMessage
Web
S
ervices
Change Management Scenario – Overview
© SAP 2009 / Page 31
Run, Monitor and Operate SAP Solution with
SAP Solution Manager
2
Adoption Scenarios during Lifecycle
Plan Build Run
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP Solution
Composer
Design, Configure, Document, Test and Go Live with SAP Solution
using SAP Solution Manager with ASAP Roadmaps – covers new implementation
and upgrade
1
Manage internal support using Service Desk in
SAP Solution Manager
3
Definecustomersolution based on
SAPprocesses
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize Cust. settings
Configure processes
Training
Define project
Set up systemlandscape
Define project
Set up systemlandscape
SAP Solution Manager
ProjectPreparation
BusinessBlueprint Realization Go Live
& SupportFinal
preparation
Testing
HandoverTo
Operations
Manage Solution Changes with Change Request
Management in SAP Solution Manager
4
© SAP 2009 / Page 32
Change Request Management Scenario
SAP‘s scope of application management includes all types of application changes Emergency corrections Periodic maintenance Business process changes, implementation and upgrade projects
Change Request Management strengthens the strategy of SAP Solution Manager as SAP‘s application management platform which Ensures reliability Reduces Total Cost of Ownership and increases Total Solution Value Bridges the gap between business requirements and IT administration
© SAP 2009 / Page 33
SAP Solution Manager
Three Tiers of Change Request Management
Management of all
change requests
Change request categorization
Change documentation
Approval workflow
Status reporting
Complete change history
Change Admin
Customizing & Development (Realization)
Test execution
Seamless integration into TMS
Transport scheduling
Transport tracking
Change LogisticsProject Management
Project planning & budgeting
Project documentation
Customizing & Development (Specifications)
Test management
© SAP 2009 / Page 34
SAP Solution Manager
Change Request Management – Sample Process
Change Request
Service Message
Developer
Requester
Tester
ChangeManager
DEV
IT Operator
QAS
PRD
Controlled transports
Controlled transports
Service Desk Employee
Ser
vice
Des
kC
han
ge
Req
ues
t M
anag
em
ent
ChangeDocument Task
List
Feedback
Maintenance Cycle
SAP End to End Root Cause Analysis - Overview
© SAP 2009 / Page 36
End-to-End Root Cause Analysis and Solution Monitoring with SAP Solution Manager
PROBLEM DETECTION = SOLUTION MONITORING
IT Reporting &Analytics
IT Health Check
Aggregate
Evaluate
C(++)ABAP Java .NET
Component Root Cause Analysis
End-to-End Root Cause Analysis
End-to-End Change Analysis End-to-End Workload Analysis End-to-End Exception Analysis End-to-End Trace Analysis
Select
PROBLEM RESOLUTION = ROOT CAUSE ANALYSE
SAP SOLUTION MANAGER
© SAP 2009 / Page 37
End-to-End Trace: From Browser To Disk
InstrumentedBrowser
Enterprise Portal
ECC
WANNetwork
PresentationLogic
ApplicationLogic
Database
Create Passport1 Activate Trace2 Activate Trace3
Correlation ID
Trace Flags
HTTP Header
Correlation ID
Trace Flags
HTTP Header
Correlation ID
Trace Flags
HTTP Header
E2E Trace Display in SAP Solution Manager
SAP Enhancement Packages installation with Solution Manager
© SAP 2009 / Page 39
Enhancement of Solution Manager- Maintenance Optimizer calculates the correct
software component versions and support package stack you need to install depending on chosen Technical Usage
- In addition Maintenance Optimizer provides a definition file, which can be read by the installation tools in order to create a valid import queue
Simplified Installation: Enhanced SAP lifecycle tools
© SAP 2009 / Page 40
Solution Manager Maintenance Optimizer
Technical usage: predefined, installable
subsets of an SAP enhancement package
for SAP ERP
SAP Note 1052470 maps identified
business functions to a technical usage
You enter the technical usage in the
Maintenance Optimizer and it
automatically calculates the relevant
download files
Prerequisites:
- Solution Manager 4.0 SP12 or higher,
Accuracy of system data
- Data maintenance with Solution Manager
System Landscape (SMSY)
* This is an example of installed software components in SAP ECC. For Java components and BI-, PI- and Enterprise Portal content, a different installation procedure would be used.
© SAP 2009 / Page 41
Solution Manager (MaintenanceOptimizer) & Managed Systems
ABAP Java
OS-Tools + Kernel
MOPZSLD
Solution Manager System: - Maintenance Optimizer - Business Blueprint & system
landscape data maintained (SOLAR01 & SMSY)
Managed Systems
ABAP Java
OS-Tools + Kernel
SPAM JSPM
ABAP
OS-Tools + Kernel
SPAM
Java
OS-Tools + Kernel
JSPM
Generated viaMaintenance Optimizer
Only with SP14
Only with SP14
Stack.XML
© SAP 2008 / Page 41 / EHP Technology Facts 3.1
Important to know about Solution Manager
© SAP 2009 / Page 43
SAP Solution Manager – Basic Configuration
Fast and easy configuration of SAP Solution Manager Enterprise Edition
Initial Setup
Basic configuration
Connection and configuration of managed systems
Main Features
Single, easy to use wizard
Highly automated configuration
Integrated documentation for each step
Integrated project management via SOLAR02
Easy access to open tasks and postponed activities
Configure all managed systems from one
central entry point
Fast and easy configuration of SAP Solution Manager Enterprise Edition
Initial Setup
Basic configuration
Connection and configuration of managed systems
Main Features
Single, easy to use wizard
Highly automated configuration
Integrated documentation for each step
Integrated project management via SOLAR02
Easy access to open tasks and postponed activities
Configure all managed systems from one
central entry point Transaction:
SOLMAN_SETUP
© SAP 2009/ Page 43
© SAP 2009 / Page 44
Third-Party Applications
Adapters
Extensions
SAP Solution Manager – Adaptability and Extensibility
SAP Test Data Migration Server
SAP Solution Manager Adapter for SAP Quality Center by HP
Process Scheduling Adapter for SAP Solution Manager
SAP ProductivityPAK by RWD Adapter for SAP Solution Manager
SAP Central Process Scheduling by Redwood
SAP Quality Center by HP
SAP ProductivityPAK by RWD
SAP Test Accelerator and Optimizer
SAP Solution Manager – Enterprise Edition
Require-ments
Design
Deploy
Build & Test
Optimize
Operate
Application Management
Open S
erv
iceD
esk In
terfa
ce
CA Wily IntroscopeIs part off SAP Solution Manager shipment
SAP Extended Diagnostics byCA Wily
© SAP 2008
© SAP 2009 / Page 45
SAP Solution Manager – Summary of Benefits
Supports implementation – Speeds up your Return on Investment
Central platform for key implementation activities Support of global template projects Central repository for documentation and issues Unique customizing distribution and comparison features Process-driven blueprint, configuration, testing, e-Learning Standard scenarios available for mySAP CRM, mySAP SCM, mySAP SRM
Supports operation – Reduces your Total Cost of Ownership
Insures maximum availability and transparency of SAP solutions Automatic notification when support services are needed Automatic reporting of key performance indicators for each system Solution monitoring including business process monitoring Full support desk functionality with SAP back office integration Issue tracking and reporting to safeguard implementation and operation Change Request Management
© SAP 2009 / Page 46
Gustavo Kunst Technical Support Consultant Active Global Support
SAP Multi Country Latin America
Gustavo Kunst Technical Support Consultant Active Global Support
SAP Multi Country Latin America
Thank you