SAP® Enterprise SupportSAP Solution ManagerEnterprise Edition

Change Request ManagementOverview

SAP Solution Manager Product ManagementSAP AG

© SAP 2008 / Page 2

Disclaimer

This presentation is a preliminary version and not subject to your license agreementor any other agreement with SAP. This document contains only intended strategies,developments, and functionalities of the SAP product and services and is notintended to be binding upon SAP to any particular course of business, productstrategy, and/or development. Please note that this document is subject to changeand may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document.

Change Request Management

SAP's vision of application management includes all types ofapplication changes• Business process changes, implementation and upgrade projects• Periodic maintenance• Emergency corrections

ITIL Scenario Change ManagementRegistration and

Classification

Approval

Evaluation / PostImplementation Review

ChangeManage-

ment

Building

Testing

Implementation

Program/Project

Manage-ment

Monitoring andPlanning

Authorization andImplementation

ChangeMonitoring

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SAP Solution ManagerSAP Solution Manager

Three Tiers of Change Request Management

Management of allchange requests

Change requestcategorization

Changedocumentation

Approvalworkflow

Status reporting

Complete changehistory

Change Admin

Customizing &Development(Realization)

Test execution

Seamlessintegration intoTMS

Transportscheduling

Transporttracking

Change LogisticsProject Management

Project planning& budgeting

Projectdocumentation

Customizing &Development(Specifications)

Test management

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Change Request Management Reporting

Which change requests are inprocess/completed...?

How long do change requests taketo be completed?

Which transports belong to whichchange request and vice versa?

What is the current transport status(in which system)?

How many incidents triggered achange request?

How many change requests weredeclined?

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Typical Questions to be answered by ChangeRequest Management Reporting

Typical Questions to be answered by ChangeRequest Management Reporting

Change Request Management – Roles in aNutshell

… categorizes, approves and monitors change requests.

… is the steering committee in the change management process.

… implements a change and hands over to the tester.

… tests a change, sets status in the change document.

… takes care of software logistics.

… creates a service message or a change request directly.

ChangeAdvisoryBoard

… handles the service message and creates a change request.

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Requestor

Service DeskEmployee

ChangeManager

Developer

Tester

IT Operator

SAP Solution ManagerSAP Solution Manager

Change Request Management – NormalCorrection

ChangeRequest

ServiceMessage

DEV

QAS

PRD

Controlled transports

Controlled transports

Serv

ice

Des

kC

hang

e R

eque

st M

anag

emen

t

ChangeDocument

Feedback

RequesterServiceDeskEmployee

ChangeManagerDeveloper

Tester

IT Operator

Project Phases

SAP Solution Manager Project (Imp./Upgrade/Temp.Project)

Project CycleDevelopment

(w/o or w/ release) Test Go-LivePreparationfor Go-Live

cProjects

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Depending on the project phase,different activities are possible.Depending on the project phase,different activities are possible.

Phases of a Maintenance Cycle (1 of 2)

CreatedInitial status of a maintenance cycle.

In Development without ReleaseCorrections can be developed, and transport requests and transport tasks canbe created. Exports, however, are not permitted (except in the case of urgent corrections).Export of urgent corrections are permitted in every phase except for the Go-Live phase.When using SDMJ, this phase is not recommended because transport of copies can not beexported.

In Development with ReleaseTransport requests can be released from within a regular correction. For regular corrections,the administrator has to use the task list to import all released corrections into the testsystems or he has to schedule regular import batch jobs in the satellite systems.

TestThe test phase is necessary for integration testing. No regular corrections can be releasedanymore, so a code-freeze can be guaranteed. To fix errors which occurred during theintegration test, test messages have to be used. Urgent corrections can be used as in theprevious phase. Unfinished developments will not be included in the actual test and go-live,they can be included in the next test phase.

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Phases of a Maintenance Cycle (2 of 2)

Emergency Correction (Preparation for Go-Live)If changes still have to be made after the test phase has been completed, transport requestsand tasks can be created and released as part of the Preparation for Go-Live phase, butonly by using the task list of the schedule manager.

Go-LiveImporting the entire project buffer into the production system. No type of correction can bereleased during this phase.

To be closedIf there are no open transport requests, you can close the maintenance cycle by setting thestatus to “To be closed”. You can subsequently create a new maintenance cycle.

CompletedMaintenance cycle is closed. No further changes in this maintenance cycle are possible.

< SP15: If there are still any open transport requests, you have to return to the phaseDevelopment with Release (when being in phase Go-Live) and repeat the process includingthe test phase to ensure that any open requests can be released and transported.

>= SP15 the maintenance cycle can be completed and all open requests and transactions willbe decoupled from the task list. When generating a new task list for the same project, allopen requests and transactions will be linked to this new task list and can be processedfurther.© SAP 2007 / Page 10

Harmonizing Project Activities

SAP Solution Manager Project (Imp./Upgrade/Temp.Project)

RegularCorrections

Harmonization

Project Cycle

Harmonization Harmonization

Development(w/o or w/ release) Test Go-LivePreparation

for Go-Live

cProject

Testmessages(during integration test)

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Maintenance Project and Maintenance Cycle

SAP Solution Manager Project (Maintenance Project)

UrgentCorrections

RegularCorrections

Harmonization

Maintenance Cycle

Harmonization Harmonization

Developmentw/o release

Developmentw/ release

Go-LiveTest

cProject

Testmessages(during integration test)

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Differences Between Regular and UrgentCorrections

Regular Correction Urgent CorrectionTransport requests have to becreated manually using actionsof the change transaction.

Transport requests aregenerated automatically

Test transports are used duringthe phase “Development withRelease”.

Test transport functionality is notavailable.

Transports are exported andimported in concordance withthe phases of the maintenancecycle.

Transports can be propagateddirectly into the follow-onsystems but remain in thetransport buffer.

A violation against theseparation of functions is only awarning.

Developer and tester must bedifferent persons.

No individual task list but thetask list of the maintenancecycle is used.

An individual task list is used.

Harmonizing Maintenance Activities

SAP Solution Manager Project (Maintenance Project)

UrgentCorrections(independent of MC)

RegularCorrections

Harmonization

Maintenance Cycle

Harmonization Harmonization

Developmentw/o release

Developmentw/ release

Go-LiveTest

cProject

Testmessages(during integration test)

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Test Message and Maintenance Cycles

• Test messages can be created in status Test only.

• Test messages do not require an approval.

• New normal corrections can be created but notexported any more.

• Urgent corrections can still be created and alsopropagated up to going live.

• Test messages allow inserting any system of thesystem landscape as a reference, supposedly a testsystem.

• Test messages must be released before statuspreparation for go-live is set.

• Test messages allow creating and releasing transportrequests.

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Change Request Management – Benefits inDetail

Comprehensible documentation of planned andimplemented changes and their ramifications• Complete coverage from Change Request to technical transports

• Consistent documentation of all Change Requests

Improved efficiency of change management projects• Workflow support

• Reduce workload of IT specialists

Minimize business disruptions

• Enhanced transparency of a solution

• Effective and efficient Change Management processes

• Higher quality of execution of change

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Further Information Regarding SAP SolutionManager

SAP Service Marketplace• www.service.sap.com/enterprisesupport• www.service.sap.com/solutionmanager• www.service.sap.com/runsap

Training• Various offerings from Concept & Strategy up to details on different scenarios• www.service.sap.com/solutionmanager -> Training

SAP Solution Manager E-Learning-Maps• Role-specific collection of learning materials, available free of charge for SAP customers• www.service.sap.com/rkt-solman

Books and Reading• SAP Solution Manager by SAP Press• Performing End-to-End Root Cause Analysis Using SAP Solution Manager by SAP Press Essentials

SAP Solution Manager Forum in SAP Developer Network• www.sdn.sap.com -> Forums -> SAP Solutions -> Solution Manager

© SAP 2008 / Page 18

Publication related to SAP Solution Manager:SAP Solution Manager

Complete reference to SAP Solution Manager

Concept of SAP Solution Manager and itsstrategic importance for application managementand cooperation with a strong reference to ITIL

Comprehensive approach to the completeportfolio along the life-cycle - all functions, toolsand processes, incl. third-party-integration

Detailed customer field-reports deliver insight intofirst-hand, practical experience

German edition available ISBN 3-89842-778-1English edition available ISBN 1-59229-091-4

© SAP 2008 / Page 18

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Q&A

Questions?