sap solution manager overview

SAP AG 1

Product Management SAP Solution Manager

SAP AG

SAP Solution Manager -Overview

Last update: 2004/08/12

SAP AG 2

SAP AG 2004

Summary

What Is SAP Solution Manager?

How To Use SAP Solution Manager?

This presentation is divided into 3 different parts: At first we will talk about the purpose of SAP Solution Manager in general. You will learn about the approach of SAP Solution Manager to improve the management of SAP solutions. Then we will see how you can gain benefits by using SAP Solution Manager for managing your SAP Solution. We will discuss the different scenarios supported by SAP Solution Manager. Finally, there will be a brief summary of the presentation.

At first, we want to answer the question What is SAP Solution Manager?.

SAP AG 3

SAP AG 2004

Standard Customer Environment

Customer Solution

Missing Integration !!!

KnowledgeManagementKnowledge

ManagementTest

ManagementTest

Management

ProjectManagement

ProjectManagement

SolutionMonitoringSolution

Monitoring

KnowledgeTransfer

KnowledgeTransfer

SupportDesk

SupportDesk

ChangeManagement

ChangeManagement

Service DeliveryService Delivery

How does a typical customer environment look like today? Companies use different applications for supporting their business. This might be SAP components like SAP R/3, mySAP ERP, or mySAP CRM. And most companies use applications provided by other vendors or developed in-house, as well.

The job of your IT organization is to run these applications. The IT organization has to ensure availability, reliability, supportability, and adaptability of your customer solution. Multiple tools support your IT organization in doing this job. For example, knowledge management tools help to document your solution, solution monitoring tools enable the control of the solution, and change management tools support you in adapting your solution to changed requirements.

Integration of the various tools is the next step in the holistic approach. Lets assume you want to adapt a business process to new requirements. For changing the configuration of a business process, you have to take a look at the documentation of the existing process, at first. You have to implement and test the configuration change. You have to adapt the settings for business process monitoring. And you have to perform other tasks, as well. However, the integration of the different solution management tools is missing at most customer solutions today. This leads to difficulties in optimizing the performance of your IT organization.

SAP AG 4

SAP AG 2004

SAP Solution Manager: Mission Statement

With SAP Solution Manager, you can manage your SAP solution throughout the entire life cycle to...

ensure reliability reduce Total Cost of Ownership increase Return on Investments

SAP Solution Manager is delivered as part of your annual maintenance fee!!!

... And here is how you can achieve the benefits:

With SAP Solution Manager we want to help you manage your complete SAP solution throughout the entire lifecycle. SAP Solution Manager thus is supposed to be the central place in your landscape where all information concerning your solution in all phases of the life cycle is pooled. And when I say information, I mean a lot of different things, e.g. information about processes that are executed in your landscape, I mean technical information that is created by EarlyWatch alerts, and I also mean test results or word-based interface descriptions. If you follow the SAP Solution Manager approach, we expect that your solution is more transparent and transparency is an important step to ensuring the reliability and auditability of your solution, reducing TCO, and increasing ROI.

A further advantage of SAP Solution Manager is that it is already included in your annual maintenance fee. Soyou do not need to pay any extra licenses for using SAP Solution Manager for managing your SAP solution.

To sum up, we can say that SAP Solution Manager provides everything you need to manage your SAP Solution.

SAP AG 5

SAP AG 2004

A Different Approach

A different approach is required formanaging IT solutions

It is characterized by the followingaspects

IntegrationIntegration is vital because you need one place where all information comes together

Life-cycle orientationLife-Cycle Orientation is vital because it structures the customers tasks that customers from a time perspective

Business-process orientationBusiness processes are the glue for the information which is acquired during the software life-cyle

A new approach is required for optimizing the management of IT solutions. Three factors are especially important for this:

Typically, customer solutions include multiple applications. For example, you might have an SAP R/3 system, an SAP CRM component, a non-SAP warehouse-management system, and other 3rd-party systems. Integration is vital, because you need one place where all information comes together. This includes SAP applications and third-party applications involved in your solution. A central repository is required for describing both the involved applications and the business processes running across these applications. This transparent description of your solution serves as the common basis for the different tools of SAP Solution Manager and hence ensures consistency. It ensures the management of end-to-end processes running across multiple applications.

Life-cycle orientation is vital, because your IT organization has to support the IT solutions from beginning to end. This starts from requirements gathering, to design, build, deploy, operate and continuously optimize your solution, including adaptation to changing business requirements. SAP Solution Manager provides tools, content, and a gateway to SAP to centrally manage your SAP solution throughout the complete solution life-cycle. It helps to approve change request, to create a blueprint of your solution, to configure and test the business process on the involved solutions, to transfer knowledge to end-users, to centrally administer and monitor the environment, to provide support, to execute changes and upgrades, and more.

The business view on your IT environment is crucial for alignment of business and IT organizations. Your business processes can run across multiple applications, provided by SAP or other vendors. Looking at separate applications only is not enough. It is important to take a holistic view at the end-to-end business processes, including all participating systems and interfaces. SAP Solution Manager supports the connection between business processes and the underlying IT infrastructure and thus eases communication between the IT department and your lines of business (LOB). Your LOB does not want to know which specific server has caused a problem. Business people want to know which business process step is impacted.

SAP AG 6

SAP AG 2004

The SAP Solution Manager Approach

The SAP Solution Manager is a new type of application, which

Takes a consistent business-process and phase-oriented approach

End-to-end functionality for application management and continuous improvement

Provides full life-cycle support and collaboration with SAP

Contains best practices for implementation, operation and optimization of SAP solutions

Is delivered as part of your annual maintenance fee

Simply everything you need to manage your SAP solution !!!

KnowledgeManagement

TestManagement

SupportDesk

ChangeManagement

ServiceDelivery

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

ProjectManagement

SolutionMonitoring

KnowledgeTransfer

SAP Solution Manager is a new type of application that follows this new approach.

SAP Solution Manager addresses your entire IT environment. It supports SAP and non-SAP software and covers both current andupcoming SAP solutions. So, you can not only watch single applications within your infrastructure. The integration of all applications inyour solution enables you to take a look at end-to-end business processes running across the applications. SAP Solution Managerprovides a central point of entry for managing the complete solution.

SAP Solution Manager facilitates technical support of distributed systems in all key aspects of solution implementation, operation, andcontinuous improvement. It bundles functionality of multiple aspects of managing SAP solutions. It provides the major functions fromdifferent management tools and takes a consistent business-process and phase oriented approach. SAP Solution Manager covers both technical and business aspects of solutions, focusing strongly on core business processes. It supports the connection between businessprocesses and the underlying IT infrastructure and thus eases communication between the IT department and the lines of business of acompany. You can run this central solution-management platform within your solution landscape. The tools, content and gateway to SAP, which are available in SAP Solution Manager, help you implement, operate, monitor, and support your SAP solution.

SAP Solution Manager supports you throughout the complete life cycle of planning, implementation, operation, support, and continuous improvement. It is the platform for SAP support services and assessments. It ensures that your entire SAP solution environment works toits maximum potential at all times. Using SAP Solution Manager, you can reduce risk, reduce cost of IT operations, and increase the reliability of your SAP solution.

In addition to tools, SAP Solution Manager provides access to best practices and knowledge for on-site service procedures. This helps you to use the tools more efficiently and to improve the performance of your IT organization.

Finally, SAP Solution Manager is included in the annual maintenance fee for SAP solutions. You do not need to pay extra for using SAP Solution Manager to manage your SAP solutions.

SAP AG 7

SAP AG 2004

Summary



After the general introduction of the SAP Solution Manager approach, lets now take a closer look at the different use cases of SAP Solution Manager and how you can benefit by using them.

SAP AG 8

SAP AG 2004

SAP Solution Manager Offerings

Content

Gateway to SAP

Tool

Open End-to-End Application/Technology Management & Maintenance

Document ImplementTrainTest a deploymentSupport and maintainMonitor and optimizeControl changeManage incidents

MethodologiesRoadmapsServicesBest Practices

SAP Active Global SupportSAP Development

Service Delivery Platform

At first, let me be more precise about the offerings of SAP Solution Manager.

First of all, SAP Solution Manager is a tool, which offers you specialized functionality to better implement andoperate your solution. For example, it offers you a platform for implementing scenarios from mySAP Business Suite. For operating your solution, SAP Solution Manager provides functionality to monitor your systems andprocesses. Furthermore, it provides a support desk for the efficient handling of messages. In addition to these examples, many other tools are available. During 2004, some new tools have already been or will be added to SAP Solution Manager. Examples are the new functionality for e-Learning Management, for Upgrades, and for Changes Request Management (latter will be available with the upcoming release 3.2).

To enhance the efficiency of using the tools, SAP Solution Manager provides a lot of content, as well. If you are implementing CRM, SRM, or other solutions of the mySAP Business Suite, then you will find processes including descriptions and configuration accelerators waiting for you. In addition, SAP Solution Managerprovides you with roadmaps that provide knowledge on the methodology of upgrade, solution management etc. Best Practice documents are another valuable content, which is integrated into the SAP Solution Manager. Thesedocuments contain the condensed knowledge of support experts on topics like, for example, production planning management in APO, mySAP CRM monitoring, or backup and recovery. Finally, SAP Services can also be classified as content that SAP offers to customers. Service procedures provided by SAP Active Global Supporthelp to optimize your solution.

The third important facet of Solution Manager is that it provides a gateway for our customers to SAP. On onehand, the Solution Manager offers a fast browsing and ordering of services. In addition, Solution Managerallows you to quickly connect to SAP Active Global Support and to access those SAP notes that are relevant tothe solution of a problem.

SAP AG 9

SAP AG 2004

SAP Solution Manager Scenarios

Implementation and Distribution

Support Desk

Monitoring

Service Delivery

Upgrade

Change Request Management

The different offerings of SAP Solution Manager can be used in different scenarios. The complete life cycle of solutions is covered. The Implementation and Distribution scenario helps to implement new or to enhance existing solutions. With the Support Desk your support organization will handle problems occurring both inprojects and during ongoing operations. The Monitoring scenario enables you to check the status of your solution. You can optimise your existing solution with Service Delivery. And the scenarios Upgrade and Change Request Management optimise the adaptation of the solution to new requirements. Lets now take a closer look at these scenarios.

SAP AG 10

SAP AG 2004

Implementation and Distribution Typical Use Cases

Implementing the mySAP Business Suite

Global Roll-Outs

Customizing Synchronization

Testing

E-Learning Management

Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

ProjectManagement

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

SupportDesk

ChangeManagement

The first scenario is Implementation and Distribution. This scenario supports complete implementation projects, including project preparation, business blueprint, configuration, final preparation and go live. Multiple tools and use cases of SAP Solution Manager are involved in this scenario. Implementing the mySAPBusiness Suite manages the implementation of new or additional scenarios in general. Global Roll-Out takes care of global standardization and harmonization of scenarios. Customizing synchronization helps to synchronize customizing across your landscape. Testing covers the management and execution of tests in heterogeneous landscapes. With e-Learning Management you can educate end users about new or changed processes. And the Support Desk ensures that all problems are handled and solved that are detected during the implementation.

SAP AG 11

SAP AG 2004

SAP Solution Manager Implementing the mySAP Business Suite

Implement new or additional mySAP CRM, SRM, SCM ... scenarios

SAP R/3 customers extending to mySAP Business Suite New mySAP customers

Accelerated implementation projects Efficient project handling Centralized control of cross-component implementations Integrated documentation management Seamless information integration between project phases Integration of non-ABAP and non-SAP components

Task

Target Group

Benefits

If you are an R/3 customers who is planning to move to mySAP Business Suite or a new customer, SAP Solution Manageris your default tool for implementation for various reasons. It helps you to master the major challenges of implementation projects.

What are these major challenges?

The implementation of new or additional scenarios into your existing IT solution is often a challenging project. Many aspects have to be considered, like business alignment, solution design and related technical feasibility aspects, sizing ofthe required hardware, scenario-specific installation aspects, or managing multi-component implementations. Efficient project handling is key to manage the complexity and accelerate the implementation project.

Multiple teams are involved in implementation projects. Transparency of information is urgently required to avoid inconsistencies. This is not only relevant for the implementation project, but also later for operating and changing the solution.

Most business scenarios to be implemented involve multiple applications. For example, the scenario Quotation and Order Management might involve the components SAP R/3, SAP CRM and SAP APO. It is important to handle the business andtechnical dependencies between the applications to optimally implement end-to-end business processes.

Typically, business processes do not only run on SAP components, based on ABAP. Non-ABAP and non-SAP components have to be integrated as well. The parts of the business processes that run on these components have to be considered aswell. Therefore, the openness of the implementation tools is important.

SAP Solution Manager supports you in dealing with these challenges and optimising your implementation project. Lets take a look how this is done.

SAP AG 12

SAP AG 2004

Implementing SAP Solutions

Define customersolution based on

SAP processes

ProjectPreparation

ProjectPreparation

BusinessBlueprintBusinessBlueprint ConfigurationConfiguration

Roadmaps

Project Administration

Issue Tracking / Monitoring / Reporting

Synchronize Cust. settings

Configure processes Test processes

Training

Define project

Set up systemlandscape

SAP Solution Manager

Final Preparation and Go Live

Final Preparation and Go Live

Implementation is a process consisting of multiple major process steps. Project preparation provides the initial planning and preparation for your SAP project. The Business Blueprint documents the business requirements of your company and maps them to the componentsof the system landscapes. The Realization phase implements these business and technical requirements from the Business Blueprint. Final Preparation and Go Live contains activities like end-user training and testing. In addition, some further activities span across the complete implementation project, like project administration, issue tracking, monitoring, or reporting.

SAP Solution Manager covers all these process steps and activities. For project preparation you define the general data and the systemlandscape for your project. This data will be the foundation of further activities during the project. SAP Solution Manager provides roadmaps that guide you through the complete project. Different roadmaps exist for different projects, like a general implementation roadmap, a roadmap for implementing SAP Enterprise Portal, or a Solution Management Roadmap for setting up the operations of your solution.

You design your solution in the business blueprint phase. One of the major assets of Solution Manager is the implementation content that is included. We provide you with content for multiple solutions of the mySAP Business Suite. And the good news is that even more content is coming. This content is structured according to business logic. This makes it easy for your business people to understand whatSAP software offers and to select those processes that support their tasks best. You only need to adapt the SAP processes to your own requirements and define your additional requirements instead of defining

the complete process from scratch. Integrated document management ensures that documents are easy accessible for all project team members. Pre-defined document templates can be used. Any file format is supported. With version management SAP Solution Managerkeeps track of the document history, to enable changes of existing document.

Seamless information integration enables a fast and seamless change between project phases. Information entered in a previous project phase (e.g., Blueprint) is accessible in all subsequent phases (e.g., Configuration, Testing). During configuration you customize the involved applications such that they meet the requirements documented in the business blueprint. SAP Solution Manager provides acentral point of access for key implementation activities and eases the navigation within the project. From the central SAP Solution Manager you can go directly to the required configuration settings on the local components.

The integration of Non-ABAP and Non-SAP components enhances the possibilities for process definition and documentation. Evenprocesses running across Non-SAP components can be handled. Process steps on Non-SAP components can be modelled anddocumented as well. This enables a complete end-to-end coverage of all business processes.

SAP AG 13

SAP AG 2004

SAP Solution Manager CustomizingSynchronization

Synchronization of customizing across your landscape

All customers with more than 1 SAP R/3 system mySAP Business Suite customers

Consistency of customizing in multiple-system landscapes

Reduction of manual synchronization efforts Flexibility of configuration distribution Sophisticated centralized configuration tracking and

monitoring

Task

Target Group

Benefits

Centralized control of customizing helps handling cross-component implementation projects. A mySAPBusiness Suite system landscape consists of various components, which have their own (independent)customizing tables (technical point of view). Components need, however, some common customizing (semanticpoint of view). Common customizing needs to remain in sync. In particular, changes in an SAP R/3 system may require changes in another component of your mySAP Business Suite.

Major challenges of consistent customizing settings are:

Where does my customizing differ across system landscape?

How can I eliminate customizing discrepancies detected in my system landscape?

Are there any current settings unavoidably resulting into inconsistency?

Have all required transports been released in the development system and are they imported in the correct order on the subsequent systems?

Is there any customizing in my transports that should not be released?

Are there any corrections residing in the quality assurance system that have not been maintained inthe development system?

SAP AG 14

SAP Solution Manager offers functionality for supporting you in synchronizing your customizing settings. It enables the comparison of customizing between one source and one target system to compare customizing before and after distribution (Customizing Scout). In addition, it controls the distribution of customizing from one source to multiple target systems (Customizing Distribution). This might also include the mapping ofsettings if the customizing objects have different formats on the source and target system. With this you can distribute a defined scope of configurations across multi-component landscapes.

SAP Solution Manager ensures consistency of customizing in multi-system landscapes. It enables safer administration of cross-component customizing, less error-prone replication of customizing and simpleconsistency checks. This enables higher availability and less cost of issue resolution for your SAP solution.

In addition, SAP Solution Manager reduces manual synchronization efforts by providing automatic distribution, distribution of customizing into various systems at the same time, and central management of allcustomizing synchronization requests.

Your flexibility is increased, since you can adjust the distribution times and set the distribution options according to your business needs: from initial customizing to delta customizing.

An additional benefit of customizing synchronization in SAP Solution Manager is the possibility of quicksetups of additional systems in a system landscape. This enables fast configuration of test, training, and demosystems.

SAP AG 15

SAP AG 2004

SAP Solution Manager Global Roll-Out

Global standardization and harmonization of scenarios

Large (multi-national) customers(R/3 and mySAP)

Support of process standardization projects Eased implementation at local sites Reduced effort for standard adaptation

Task

Target Group

Benefits

Another issue in implementation projects is harmonization and standardization of business processes in your company. Many customers with multiple business units (BU) or locations use multiple SAP components of the same type in parallel for the different units. If the enterprise wants to make sure that business processes are standardized across the different BUs and locations, it has to make sure that some configuration settings at the different components are identical or at least similar. The enterprise has to define, which settings are mandatory for the local units (global elements). In addition, it might define configuration proposals for the local components, which might only be changed by the local units if urgently required (harmonized elements).

Major challenges for this are the centralized definition and pre-configuration of global processes, the adaptation of local requirements tothe standard, and release management for the standard. The definition and pre-configuration of standards is usually a major project that involves multiple different groups of the enterprise. The deployment of the standard at the local sites requires assistance for the local teams in adapting local requirements to the standard. In addition, it is necessary for successful projects to check the standard compliancyof the local implementations. Finally, business and IT requirements are changing regularly. Therefore it is crucial to have a properversion management of the standard for being able to adapt the standard to new requirements.

The global roll-out functionality of SAP Solution Manager delivers tools, content and a methodology, that help you to efficiently dealwith these challenges.

SAP Solution Manager can ease your process standardization and harmonization across organizations and locations. It supports you inrunning process standardization projects by providing a methodology and functionality. The functionality of SAP Solution Managerenables you to centrally define and pre-configure global / harmonized elements efficiently. You can even setup multiple templates in parallel.

The implementation of standardized settings at local sites is eased, as well. Configuration settings do not need to be re-entered at the local components. The central pre-configuration can be re-used. The documentation of the standard helps to easily integrate the standard with the local processes. A compliance check helps you to easily check if the standard has been applied correctly. This ensures the quality of your implementation and reduces the probability of later disruptions.

With the functionality of version management, comparison and adjustments of template versions SAP Solution Manager reduces the effort for adaptations of the standard to changed requirements, as well.

SAP AG 16

SAP AG 2004

Living Proof: Successes and Experiences

Our business is one hundred percent compliant with the capabilities of mySAP CRM. Using the implementation content provided within the SAP Solution Manager is more than just documentation or a prototype, it actually represented the groundwork for our productive system.Theo Kraus, CIO

We use the SAP Solution Manager as the central repository for all project documentation. The integrated use of SAP Knowledge Ware-house provides advanced document management capabilities and control that leads to time savings in the project.Bernhard Thoma, SAP Project Manager at MAN

The main driver in choosing the SAP Solution Manager was the convincing concept of an integrated platform that manages implementation and operations of mySAP.com, leveraging latest state-of-the-art implementation technologies.Wolfgang Trabant, Project Manager, Methodology

There is no better way to control customizing in heterogeneous system landscapes than with the integrated use of SAP Solution Managers customizing distribution functionality. Today, we have 9 development systems that are controlled by the SAP Solution Manager.Andr Moers, B/S/H/, SAP Technology / Information Technology

Lets take a look at some customer examples that have successfully used SAP Solution Manager for implementation projects.

Giroflex is one of the pioneers and leading providers in the field of ergonomically designed chairs. Giroflex is using SAP R/3 with 130 users and SAP CRM (Mobile Sales) with 15 users. The implementation content for SAP CRM Mobile Sales, provided with SAP Solution Manager, helped Giroflex to rapidly align their business with SAP software. With afully documented and reusable prototype, Giroflex quickly implemented a viable CRM solution to control costs, reduce risk, and immediately experience the benefits of mySAP business suite. With hands-on exposure beforehand, it took lesstime to become familiar with mySAP CRM and influenced user acceptance.

MAN is one of Europes leading suppliers of capital goods and systems in the fields of commercial vehicle construction,mechanical and plant engineering. The focus of the project has been to consolidate and harmonize business processes in 17subsidiaries. SAP Solution Manager has facilitated the documentation of all business and technical requirements forMAN.

Bosch und Siemens Haushaltsgerte GmbH (BSH) is market leader in Germany and number-one in Europe as manufacturer of home appliances. BSH deploys a global redesign project of their business application landscape that is centrally supported by SAP Solution Manager. They use the functionality for central customizing control. Almost 400project team members are using SAP Solution Manager in the Realization phase.

Deutz is an independent and world-wide leading manufacturer of diesel and gas engines for various machines. Their project scope includes R/3 4.6C, SAP for Automotive, SAP CRM and SAP BW for about 2,000 expected end-users. Deutzmigrated from ValueSAP to SAP Solution Manager after the Business Blueprint phase. They especially commend the integrated-platform concept of SAP Solution Manager.

SAP AG 17

SAP AG 2004

SAP Solution Manager Testing

Manage testing in a heterogeneous landscape

Customers with high test efforts (implementation, support packages, upgrade)

Reduced time for test preparation and execution Support of cross-component tests Integration with implementation projects and issue

handling Re-use of existing testing material

Task

Target Group

Benefits

Testing is part of the final preparation and go live phase of the implementation project. But it is relevant for other areas of the solution life cycle, as well. For example, testing has to be done during standard maintenance (e.g.installation of support packages) or in change and upgrade projects.

Testing is very important for ensuring the reliability of your solution. However, it is a major cost factor inimplementation projects. Therefore it is important to manage and execute testing efficiently. This includes the collection of all cases to be tested, the arrangement of test cases into a test plan, the assignment of test packagesto testers, the test execution, and the analysis of test results.

A central instance for test coordination is required for testing of business processes running across multiplecomponents. Otherwise, it would be difficult to test the proper integration of process steps executed on separatecomponents.

SAP Solution Manager provides functionality for both test management and test execution.

SAP AG 18

SAP AG 2004

Central Test Coordination

Example: Sales Order Processing

Create Sales Order

Configure ProductsAvailability Check

Determine Conditions

Credit Check

Receive OrderReplicate Order

Order Confirmation

Maintain Status

SAP CRM SAP APO SAP R/3

Test Management

Test Execution

SAP Solution ManagerSAP Solution Manager

On this slide we see an example of testing a cross-component business process Sales Order Processing with SAP Solution Manager. The end-to-end process flow and all involved process steps have to be checked. SAP Solution Manager enables a reduction of the time required for test preparation and execution. It is possible to use the process structure of the implementation project as test catalogue proposal and hence speed up thescoping of the test project. Automated testing features (eCATT, CATT) can be integrated in test execution. Reporting of test progress eases the work of the test manager.

Cross-component tests are supported by providing a single point of access to the complete system landscape and a central storage of testing material and test results.

The integration with implementation projects makes sure that testing is done alongside configured process structures. Integration with issue handling ensures that problems can already be administered during testing. It is possible to do a detailed analysis and prioritisation of problems and to assign processors by the test coordinator.

If you have already created test scripts in earlier projects, you can re-use this existing testing material. It is possible to integrate existing test cases stored in external test systems and to upload existing testing material.

SAP AG 19

SAP AG 2004

Swarovski

For over one hundred years, Swarovski has been the global market leader in crystal products such as crystal jewelry stones and crystal components.

With the brands Tyrolit(grinding and dressing tools), Swarovski Optik(precision optical equipment) Swareflex(reflectors for road safety) and Signity(synthetic gemstones), Swarovski enjoys being the world leader when it comes to crystal.

Now we have tools that are ideal for improving the quality

and security of our test processes.

The use of the Solution Manager test functionality has already considerably reduced our process costs.

Helmut Krimbacher, CIO

SAP AG 20

SAP AG 2004

SAP Solution Manager E-Learning Management

Educate end-users about new / changed processes via e-Learning

Customers implementing new or changing existing solutions

Easy creation and distribution of web-based learning materials

Re-use of existing project documents Increased efficiency of end-user training Improved quality of training via feedback functionality 5 SAP Tutor licenses included

Task

Target Group

Benefits

E-Learning Management is another process in the implementation scenario. The goal of this process is toprovide a mechanism that allows to educate end users about new or changed processes in an effective andefficient way. End user training is not only relevant for implementation projects. It is also important for other projects like upgrades or functional changes. Without sufficient knowledge transfer to the involved parties, the success of a project will be sub-optimal.

E-Learning Management is a sufficient way of performing end-user training. It can be executed directly at the desk of the employee or even at home. Hence, you will save travel costs and reduce related productivity loss. Inaddition you do not need to pay for training locations and you require only a small number of experts that are capable of teaching the content.

Despite the general advantage of E-Learning, it is still important to manage the creation, execution, storage andthe changes of e-Learning tutorials efficiently. The SAP Solution Manager includes tools for the creation, the organization and categorization of learning materials. It is also possible to create learning maps with chaptersand units, and distribute the learning materials to specific target groups. SAP Solution Manager therefore helpsto efficiently execute the different tasks and hence to improve the advantages of E-Learning even further.

SAP AG 21

SAP AG 2004


Changes require training of the different parties involved (e.g. end users)

Analyze results & feedback

Execute e-Learning

Distribute e-Learning Materials to end users

Prepare e-Learning Materials for specific user roles

Organize / categorizee-Learning materials

Create e-Learning materials

Set-Up efficient end-usertraining strategy with e-Learning

Analyze results & feedback

How is SAP Solution Manager supporting end-user training? SAP Solution Manager accompanies customers through the complete process of creating e-Learning courses (so called learning maps). This starts with thetraining strategy. With the Knowledge Transfer Optimization service, SAP provides best practices for choosing an appropriate and efficient training strategy, based on e-Learning.

The next step is the creation of learning materials. SAP Tutor is a tool that you can use to create simulations of the functionality that end-users have to execute. The simulations can be enhanced with text information, exercises and tests. Using these simulations, end-users can get the impression of doing training life on the system. If you have installed a SAP Solution Manager (>= release 2.1), the SAP Tutor 2.0 is included in the maintenance. This is relevant for 5 users of the SAP Tutor recorder & editor and all registered SAP users of your company for SAP Tutor player. However, this license permits only the non-commercial recording and playback of SAP relevant content.

Besides SAP Tutor simulations, other documents (e.g. documentation, presentations, or any other file types) can be used as e-Learning materials as well. SAP Solution Manager helps you to collect all materials, assign them to the corresponding objects (e.g. to business processes or business process steps) and add further relevant data like the duration of the material. The assignment to e.g. business process steps enables the re-use of existing documents from the implementation project and provides additional data from the project. For example, with the assignment of user roles to business process steps it is possible to generate role specific learning units that contain exactly the information required for a specific user role. This is another feature of SAP Solution Manager.

The role specific learning maps can then also be distributed specifically to all end-users of the according role. The end users get web-based access to the required learning materials and can execute the training individually on their desk or even at home. End users can even provide comments on the training materials via the feedback functionality of SAP Solution Manager. The feedback can then be used to further improve existing trainings.

SAP AG 22

SAP AG 2004

SAP Solution Manager Support Desk

Efficient management of IT support

All Customers (especially with largeIT organizations)

Faster issue resolution Higher quality of issue resolution Central handling of support messages Easier settlement of support costs

ServiceDelivery

BusinessProcess Support

Desk

Task

Target Group

Benefits

If a problem is detected during testing, you have to make sure that the problem is handled and solved. The support desk provides the infrastructure for this. The tester can create a message that is sent to the support desk. A support employee analyses the problem and tries to find a solution. The same procedure applies to incidentsand problems detected by end users during operations.

Major challenges for solution support are the necessity of fast incident resolution; the required combination ofboth technical and business know how, the handling of cross-component incidents, and the set-up of the support process itself.

The support desk functionality of SAP Solution Manager helps customers to efficiently manage solution support.It is especially relevant for customers with large IT organizations.

SAP AG 23

SAP AG 2004

End-to-End Incident Management

SAP SupportSAP Support

CustomerCustomer SAPSAP

Provides Solution Finds Solution

or

3

Forwards Problem

Provides Solution

4

Provides Solution

2

Searches for Solution

Customer'sSolution Database

SAP Note DatabaseService Products

Best Practices

1

ReportIncident

SAP SystemSupport Desk

End UserEnd User SolutionSupportSolutionSupport

SAP ServiceMarketplaceSAP ServiceMarketplace

The support desk in SAP Solution Manager provides a single point of access for supporting your complete solution. It provides an overview of your technical IT landscape and your core business processes. The common message processing includes detailed information about the incidents, solution search in a solution database and in SAP Service Marketplace,the possibility to transfer messages to SAP Active Global Support, and help in applying the solution.

The support desk enables faster problem resolution. Customer specific work allocation, dispatching, and notification ensure that incident handling can start quickly by the right employees. Fast detection of a solution is possible via the solution database and the SAP Notes search in SAP Service Marketplace. The integration of SAP Notes Assistant provides efficient handling of SAP Notes. Faster problem resolution also reduces the number of expensive and stressful escalations.

Another benefit is the higher quality of incident resolution. The messages in the support desk include important system and context data in addition to the message text entered by the end user. The central platform SAP Solution Managerprovides access to all involved systems and hence improves the solution of cross-component problems. The bi-directional interface with SAP enables a closer integration of experts from SAP Global Support in the solution process.

Central handling of support messages enables an efficient support organization. SAP Solution Manager helps you toorganize your support organization efficiently, to connect people (end users and support), knowledge (available in SAP Solution Manager and SAP Service Marketplace), and processes (running on your application components). SAP Solution Manager can even control service level agreement and handle escalation management.

Finally, the support desk in SAP Solution Manager eases the settlement of support costs. It can assign support costs to the responsible departments (billing). This can also take special contracts and service level agreements into account.

SAP AG 24

SAP AG 2004

SAP AG 25

SAP AG 2004

Monitoring Typical Use Cases

Solution Monitoring

Service Level Management

Landscape Reporting

Central SystemAdministration

SupportDesk

ServiceDelivery

SolutionMonitoring

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

Lets now come to the next scenario supported by SAP Solution Manager: Monitoring. This scenario is mainly relevant for the operation phase of your solution. It contains four different processes.

Solution Monitoring provides central, real-time information about the current status of your systems, business processes and interfaces.

The task of Service Level Management is to provide comprehensive service level management and reporting to administrators and (internal) customers. Landscape Reporting gives an overview about your solution by listing all hardware and software components of the landscape.

Monitoring is also connected to the Support Desk and Service Delivery in SAP Solution Manager. If a problem is detected during monitoring, you can easily create a Support Desk message or order a service from SAP Active Global Support to solve the problem.

SAP AG 26

SAP AG 2004

SAP Solution Manager Solution Monitoring

Central, real-time monitoring of systems, business processes and interfaces

Customers with complex and distributed system landscapes

Central point of access to all monitoring information Avoid critical situations by proactive monitoring Fast issue resolution Openness

Task

Target Group

Benefits

The process Solution Monitoring is defined as the periodic oversight of systems and processes, so that timely action can be taken to correct deficiencies detected. Solution Monitoring should be done to detect defects as early as possible in order to ensure the consistency and security of the business processes that raise the availability and performance of the systems.

Monitoring is usually done by the system administrator that checks regularly if all systems and processes in the solution landscape run smoothly. However, with the increasing number of systems in a solution landscape and different monitoring tools for different components the job of system administrators gets more difficult.

SAP Solution Manager provides a new monitoring concept that can avoid these challenges.

SAP AG 27

SAP AG 2004

The Old Concept:

Increasing number of components New components with individual

administration and monitoring tools Exploding costs for training,

implementation and operations

The New Concept:

Single point of access Central coverage of end-to-end

processesConsideration of inter-system

dependencies

Monitoring

CUSCUS

SCMSCM

R/3R/3

4.6C4.6C

CUSCUS

SCMSCM

R/3R/3

FVSFVS

4.6C4.6C

PLMPLM

CRMCRM CUSCUSSAP SolutionManager

SAP SolutionManager

FVSFVS PLMPLM

CRMCRM CUSCUS

The new Solution Monitoring concept should provide a single point of access for the administrator. The systemadministrator just needs to log on to the SAP Solution Manager. From there he or she will get an overview of the complete landscape. If an alert shows up, it is possible to analyse it and even to drill down to the local component to get further information. SAP Solution Manager provides both system monitoring and businessprocess and interface monitoring. System monitoring covers the status of the technical infrastructure. Businessprocess and interface monitoring covers all technical and business application-specific functions required for asmooth and reliable flow of business processes. The central, real-time monitoring of systems, business processesand interfaces is especially relevant for customers with complex and distributed system landscapes.

The central point of access to all monitoring information enables central monitoring of the complete solution.It reduces the administration effort and can even cover inter-system dependencies.

By doing proactive monitoring you can avoid critical situations. You can detect and solve issues before they occur. This will improve the availability of your solution.

The automatic notification functionality enables fast issue resolution. If a critical situation occurs, an automaticalert can be sent to the person or group responsible for dealing with the situation. This helps to minimize the timebetween the occurrence of an incident and its solution.

Finally, the openness of SAP Solution Manager enables both the integration of your existing SAP solutions andthe integration of 3rd-party systems. This helps to protect your investment in the existing IT landscape. It alsoreduces costs for integration of Non-SAP components.

SAP AG 28

SAP AG 2004

SAP AG 29

SAP AG 2004

SAP Solution Manager Service Level Management

Comprehensive service level management and reporting to administrators and customers

IT Organizations IT Service Provider

Easing service level management Summarizing several systems in one report Support of strategic decisions Recommendation of optimizations

Task

Target Group

Benefits

The task of the previous use case solution monitoring is to keep the business running. It has a focus on the current situation. The aim of the next use case, Service Level Management, is to support continuous improvements and IT planning. It is based on statistics data and is usually executed weekly or monthly. Service Level Agreements contain measurable goals for the different services. Service Level Agreements are concluded between the IT organization and business process owner (internal) or business partner (external). Service Level Reporting enables you to measure your key performance indicators (KPIs) of your solution and communicate the observance of the agreed service goals. Service

Level Reporting provides the data to check and prove the observance of your Service Level Agreements. Optimization is required, if an agreed service level is at risk or not met.

Challenges in Service Level Management are the definition of service level agreements (definition of scope,KPIs and thresholds), the reporting for business processes running across components and hence require a consolidation of multiple data sources, and the detection of optimization potentials for service levels that are at risk or fall below a threshold. SAP Solution Manager helps customers in dealing with these challenges. It provides guidelines for defining service level agreements, it creates service level reports covering multiple components, and it provides recommendations for optimization services, where required.

SAP AG 30

SAP AG 2004

Early Watch Alert (EWA) and Service Level Reporting

Satellite Systems


Collect Data

1

Send Early Watch Alert (EWA) Data

AggregateEWA Data

Generate Service Level

Report

Process Owner/Business Partner

2Forward Report Check Report

SAP Solution Manager provides comprehensive service level management and reporting for IT organizationsand IT service providers.

This process helps you to ease Service Level Management at your company. SAP Solution Manager provides support in the definition of service levels and less manual effort through automated reporting.

Service Level Reporting summarizes several systems in one report that is easy to understand. It covers all systems in your solution landscape and provides consolidated reports that contain exactly the information you are interested in. The data source for the service level report are EarlyWatch Alerts and alerts from businessprocess monitoring. EarlyWatch Alerts are sent regularly from the satellite systems to your SAP Solution Manager. Business Process Management alerts are triggered by the monitoring functionality of SAP Solution Manager (we have just talked about this).

The service level reports support you in doing strategic IT decisions. They are process oriented and provide acomprehensive representation of your solution scope, landscape, and business processes. The reports can bridge the gap between the technical view of the IT organization and the business view of process owners. You can define a list of recipients and distribute the reports accordingly.

Additionally, a service level report can contain recommendations of optimization potentials. Based on your current system data collected for service level management, the report provides proposals for suitable support services. By using these services you can benefit from the considerable experience of SAP and its customers.

SAP AG 31

SAP AG 2004

SAP AG 32

SAP AG 2004

SAP Solution Manager Landscape Reporting

Provide list of all hardware and software components of the landscape

All customers

Quick reporting of current solution Detailed list view of hosts, databases, systems,

software components and support package levels Consolidation of maintenance efforts due to easier

standardization of patch levels

Task

Target Group

Benefits

The third process in the area of monitoring is Landscape Reporting. A list of all hardware and software components within your solution landscape is often required. For example, you might need a report about the support package levels of the involved components for being able to consolidate your maintenance efforts. Or you might require information as the foundation of strategic IT decisions.

SAP Solution Manager collects all required information from the different components and provides a central and easy reporting on the data. This includes hosts, databases, systems, software components, and support package levels. Whenever a change occurs on any SAP component, the data is updated automatically. So landscape reporting always provides information up-to-date.

The landscape report is generated into a configurable table. You can decide which data will be included. If you require the data as input for other tools, its easy to export the report in Microsoft Excel format. The Landscape Reporting functionality enables faster and better decisions and it reduces the reporting efforts for your administrators.

SAP AG 33

SAP AG 2004

SAP Solution Manager Central System Administration

Central administration of systemsin an SAP solution

All customers

Automated support of periodic and sporadic administration tasks

Time savings due to central access to administered systems

Automated logging of activities Reporting across the whole solution

Task

Target Group

Benefits

The next process helps to ease the work of your system administrator, as well. For running your solution, it is important that some administrative jobs are executed regularly. For example, you have to check on a regular basis the background jobs, security audit logs, database backup execution, system performance details, application specific administration tasks and many other tasks. You cant ensure reliability of your solution if some of the tasks are not executed.

With the process Central System Administration, supported by SAP Solution Manager, you can define a task list containing all required activities and their frequency. This helps especially inexperienced system administrators to execute their job completely. In addition, the task list contains documentation for the individual tasks to further ease their execution.

If a task has been executed, this will be documented in a log book. The log book can be an important foundation for quality assurance programs. It is easy to check in the log book if all required tasks have been executed correctly.

Another advantage of Central System Administration in SAP Solution Manager is that you have a central access to the administration tasks on the different components within your landscape. Your system administrators do not need to log on to the different components individually. If you select a task in the task list, which has to be executed on a specific component, you will be automatically transferred to the transaction on this component. This helps to further ease the job of your system administrator.

SAP AG 34

SAP AG 2004

SAP Solution Manager Service Delivery

Offer, setup and improve Service and Support Processes for all SAP technologies

All customers

Manage technical risk and ensure technical robustness Exploit the full potential of your SAP solution Acquire the right core competen-cies to manage your

solution Improve quality of services Easy ordering and delivery of services Perform self-service

Task

Target Group

BenefitsServiceDelivery

BusinessProcess Support

Desk

The scenario Service Delivery enables you to access SAP Support services to optimize the management of your SAP solutions. For example, you can manage technical risk and ensure technical robustness with SAP Safeguarding services. By using SAP Solution Management Optimization services you can exploit the full potential of your SAP solution. SAP Empowering services help you to acquire the right core competencies to manage your solution.

The information about your solution available in SAP Solution Manager improves the quality of services. The system landscape and business process information in SAP Solution Manager is a foundation of various services. In addition, SAP Solution Manager as central instance within your solution enables services across distributed systems, taking dependencies between these components into account.

The recommendation of suitable services, the direct link to the SAP Service Catalog in the SAP Service Marketplace, and the delivery of services via SAP Solution Manager make the ordering and delivery of services easy.

If you perform services as self-services, you will gain independence of the service delivery through SAPconsultants. Self-services enable a faster reaction when you face technical issues in your solution. Additionally, self-services provide an extensive knowledge transfer to your staff during the associated trainings.

SAP AG 35

SAP AG 2004

Solution Support Services

SAP Active Global Support Solution Support Services

Price ListOfferings

Solution Management Optimization

PerformanceApplication IntegrationSystem AdministrationData VolumesTestingEarly Watch Reporting

EmpoweringSAP Operations CompetenceAssessmentSAP Operations CompetenceEmpoweringEmpowering WorkshopsServices to support theimplementation of SAP Solution ManagerSAP Online KnowledgeProducts

SafeguardingSafeguarding for

ImplementationSAP Safeguarding for Solution

ImprovementSafeguarding for Upgrades

SAP Maintenance Contract (Standard Support)Administration and Automation; Access to Best Practices; Empower CCC; Proactive RemoteServices; SAP Software Upgrades; Monitoring for systems and core business processes; problem resolution; global 7x24 problem resolution; global 7x24 escalation procedures

CustomizedOfferings

All support services are powered by


Premium Support: SAP MaxAttention

Value of Maintenance, delivered by SAP Active Global Support empowers customers to use their existing solutions to continually improve their core business processes.

Customers needs to continually adapt their IT solutions are organic. Whatever adaptations the market demands, SAP Active Global Support offers the necessary support to optimize the software solutions, to enhance businessprocesses, to take advantage of innovations, to continually adapt a company to its

eco-system, and to hereby reduce TCO and accelerate ROI. SAPs business solutions support customersmission critical business processes and thus require the best support.

SAP Active Global Support guarantees that core business processes always work with technology updates andmigration packages. On top, SAP Active Global Support delivers problem resolution, knowledge transfer, andquality management. SAP Active Global Support has a superior understanding of a customers competitive environment, business objectives, and necessary solution landscape.

Key Objectives of Service & Support products are the delivery of globally consistent, repeated service packages that ensure that customers core business processes work, total cost of operations are reduced, upgrade tomySAP ERP occurs in one step, Go lives and upgrades are safeguarded, and customers SAP solutions are understood

SAP AG 36

SAP AG 2004

SAP IT Service and Application Management

The central benefits of SAP IT S&AM are

ITIL compliance Reduction of TCO Protection of customers

SAPinvestment Quick ROI

SAP IT Service

ManagementSAP Application Management Custom

ers IT department

Service Support

Service Delivery

Operations

Requirements

Build

Deploy

Operate

Optimize

Custom

ers B

usiness unit

Integration

Design

Operations & Optimization

Design

Build & Deploy

Powered by SAP Solution ManagerPowered by SAP Solution Manager

SAP IT Service and Application Management provides an end-to-end description of the most important operating and management processes that need to be followed within the lifetime of your solution.

The SAP Solution Manager is the key enabler of SAP IT S&AM

SAP IT Service and Application Management is the methodology and process model of Life-Cycle Management for SAP solutions. It is based on the IT Infrastructure Library (ITIL) and extends the AcceleratedSAP (ASAP) implementation methodology to all aspects of IT Operations and IT Service Management.

ITIL is the international de facto standard guidance for IT. Background information on ITIL can be found at www.itil.org and www.itil.co.uk.

SAPs IT Service and Application Management broadens ITILs coverage of application management, IT service management and the interfaces between them. SAP Application Management, embracing the phases of an applications lifecycle, is based on the ITIL model, but has been extensively enhanced by SAP. Thus, it contains SAPs approach to application management and how SAP supports you in each phase. SAP IT Service Management focuses on the IT infrastructure and briefly explains the two ITIL areas of Service Management Service Support and Service Delivery. Here you will find the pure ITIL model. The topic of IT operations has been added, to complement the IT Service Management section since it is closely related with it. The final part is the most important integration of SAP Application Management and IT Service Management.

The SAP Solution Manager is the platform for the delivery of all SAP Active Global Support services, Technical Account Support and Technical Customer Services. On top of that, configuration best practices and operations best practices are delivered and implemented with the SAP Solution Manager. All of these best practices are at the heart of SAP IT Service and Application Management.

SAP AG 37

SAP AG 2004

Service Proposals and Ordering Process

SAP SolutionManager

Transparent Documentation of Solution Landscape

Service Delivery viaSAP Solution Manager

3 SAP Service Marketplace

Order Services through direct links to SAP Marketplace

2SAP SolutionManager

Get suitable Services and Best Practices Proposals

1

SAP Solution Manager is the platform for recommendation and delivery of support services from SAP. Based on the information about your solution landscape, available in SAP Solution Manager, SAP Solution Manager proposes suitable services and best practice documents for optimizing the management of your solution.

You can select specific services or documents out of this recommendation list. SAP Solution Manager links you directly to the service catalog in SAP Service Marketplace, where you can order the service.

After the order, the service will be delivered via SAP Solution Manager. You can even perform self services yourself independently of SAP consultants. Finally, the solution landscape information in your SAP Solution Manager will be updated with the result of the service.

SAP AG 38

SAP AG 2004

SAP AG 39

SAP AG 2004

Upgrade Typical Use Cases

Upgrading SAP components


Testing


Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

SupportDesk

ProjectManagement

ChangeManagement

The next scenario supported by SAP Solution Manager is Upgrade.

Change and improvements are integral parts of today's business environment. SAP is committed to support you in continuously improving your existing SAP solution to adapt your business flexibly to the latest market requirements, to use the latest technologies available in the IT market, and to achieve company-specific targets to reduce total cost of ownership (TCO) for your existing IT infrastructure. Upgrading SAP components is part of the continuous improvement of your IT solution.

SAP Solution Manager supports multiple aspects within an upgrade project to minimize costs and risks of upgrade projects:

Master the upgrade project (Upgrading SAP Components)

Definition and configuration of the future solution (Implementing the mySAP Business Suite)

Ensure correctness of the configuration (Testing)

Delta training of affected end users (E-Learning Management)

Handling of problems during the upgrade (Support Desk)

We have already discussed most of these aspects in this presentation. Therefore, lets now concentrate on the new process Upgrading SAP Components.

SAP AG 40

SAP AG 2004

SAP Solution Manager Upgrading SAP Components

Perform the upgrade of one or more SAP component withinin the solution landscape

Customers planning to upgrade one or several of their SAP components

Streamlined upgrade project management Integration of all upgrade-related activities Transparent documentation of changes Integration of available support services for

upgrades Professional guidance

Task

Target Group

Benefits

Why are upgrades required?

Customers may have multiple objectives for upgrading a component within a solution landscape. Businessprocess improvements with new functionality that is only available with a new release version or the need toleverage new technologies, e.g. for the collaboration with business partners, might be a driver to upgrade. Both could eventually lead to the reduction of maintenance costs for your SAP environment or headcount reduction inyour workforce.

However, there are challenges in performing upgrades: costs and potential risks associated with upgrade project.The top-five pain points are the adjustment of the existing functionality to the new release and even the implementation of new functionality, the organization and execution of tests, the minimization of downtimes, end-user training, and project management. And of cause, there is the risk of business disruption that could negatively impact the use of your productive SAP environment.

SAP Solution Manager helps to perform the upgrade of one or more SAP components within your solution landscape. By using the functionality its much easier to prepare, structure, and execute your upgrades. The portfolio of methodologies, tools and services helps to ease upgrades of SAP components, to reduce cost driversand to mitigate risks.

SAP AG 41

SAP AG 2004

SAP Solution Manager Attacks Known Cost Drivers

Hardware upgradeTechnical upgrade (Downtime) & preparation

Modification adjustment / New functionality

0%

5%

10%

15%

20%

25%

30%

Project managementEnd-User trainingTest organization and execution

Change Management


Test Management

Upgrade Roadmap


SAP Downtime Assessment

SAP Modification Clearing Service

SAP Test Management Optimization

SAP Solution Manageras Service Platform

SAP Solution Manageras Service Platform

Upgrade Services

How can you achieve this? With SAP Solution Manager you can attack the major pain points of upgrade projects.

For example, SAP Solution Manager contains the Upgrade Roadmap. This roadmap provides proven content for key functional and technical upgrade aspects. It guides you through the complete upgrade project. It coveressubject areas such as process design, IT infrastructure planning and re-sizing, administration and security concept, test planning and execution, technical upgrade procedure, as well as end-user training and documentation. More than 250 accelerators for the subject areas mentioned above will facilitate and speed-up the completion of key project tasks.

In addition, SAP Solution Manager offers a large set of tools that ease the management and execution of your upgrade project. This includes documentation of all project-related information, system landscape

and delta analysis capabilities, configuration support (upgrade and delta customizing), testing, e-learning management and a support desk.

SAP Solution Manager is the platform for the delivery of SAP Active Global Support services. Multiple services exist to support you in your upgrade project. Examples are SAP Going Life Functional Upgrade Check, SAP Downtime Assessment, SAP Modification Clearing, or SAP Test Management. They provide further support for your upgrade project, like further reduction of risks and acceleration of the project.

Enhanced upgrade functionality of SAP Solution Manager is available with SAP Solution Manager 3.2. The functionality is already downgraded to release 3.1 of SAP Solution Manager with support package 13.

SAP AG 42

SAP AG 2004

SAP AG 43

SAP AG 2004

Change Request Management Typical Use Cases

Change Request Management


Upgrading SAP components

Testing


Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

SupportDesk

ProjectManagement

ChangeManagement

Change is common in IT solutions. Besides the upgrade of a component, there are many other reasons for changes. This might be changed business requirements that require new or changed functionalities. You might have to apply technical changes during maintenance of the solution, e.g. the implementation of support packages, or your support organisation might need to execute some changes for problem resolution.

With the scenario Change Request Management, SAP Solution Manager also supports you in managing change. Upgrade, which we have just discussed, is one kind of change. Most processes in the Change Request Management scenario are the same as in the upgrade scenario. Multiple functions have to be integrated, like knowledge management, test management, knowledge transfer, and more. However, the Change Request Management scenario in SAP Solution Manager provides one major enhancement: the end-to-end management of change projects from the creation of change requests to the final close of the requests.

SAP AG 44

SAP AG 2004

SAP Solution Manager Change Request Management

Adapt the solution to changed requirements

Customers performing change management or upgrade projects

Comprehensible documentation of planned and implemented changes and their ramifications

Improve efficiency of change management projects Minimize business disruptions Tracking and auditability

Task

Target Group

Benefits

What are the success factors of a change project?

The success depends on reaching three major goals. You have to make sure that the disruption of your businessis minimized. The change project has to be executed efficiently. And the changes have to be consistent,comprehensible, and auditable.

There are some challenges for reaching these goals. To mitigate risks you have to ensure that all change requests need to be approved before they can enter your productive systems and the release of changed functionality is only possible after successful testing. The efficiency of the change project requires that you have a proper project management and that all project related information is available transparently at a central location. Finally,quality assurance and legal requirements, like Sarbanes Oxley, force you to proper monitor and document allchange activities.

SAP Solution Managers new Change Request Management functionality helps Business and IT to handle allsteps related to changes because it offers an approval workflow, project management features, and even the management of all related transports. This new functionality will be made available in two stages: first, the hot fix scenario is available with the SAP Solution Manager 3.2 Ramp-Up in October 2004, with the full functionality to follow in Q1 2005.

SAP AG 45

SAP AG 2004

Change Management (ITIL Scenario)

The objective of change management is to carry out changes economically and in a timely manner with minimal risk

Registration andClassification

Approval

Evaluation / PostImplementation Review

ChangeManage-

ment

ChangeManage-

ment

Building

Testing

Implementation

Program/Project

Manage-ment

Program/Project

Manage-ment

Monitoring andPlanning

Authorization andImplementation

ChangeMonitoring

How is SAP Solution Manager supporting you in managing change?

Lets take a look at the change management process, as it is defined by the IT Infrastructure Library (ITIL). ITIL is the de-facto global standard in the area of service management. It consists of a series of best-practice documents that form a methodology for service management and delivery.

ITIL divides the change management process into two areas executed by different roles within your company: Change Management and Program/Project Management. Change Management takes care of the management of all change requests, change request categorization, change impact analysis, approval workflow and status reporting. Program/Project Management covers project planning and budgeting, project documentation, development and customizing, and test management. Change Request Management in SAP Solution Manager supports the change management process, as it is defined in ITIL. In addition, SAP Solution Manager also integrates the Change Logistics. This includes the scheduling and tracking of transports containing the changes. So Change Request Managements provides an integrated support of the complete end-to-end process of managing change, from the creation of a change request to the transport and activation of the change in the productive system. All activities and participating roles are involved, like requester, change manager, developer, tester, or IT operator.

In addition, Change Monitoring provides an overview of the complete change history. All activities involved in a change project are documented in SAP Solution Manager. It is even possible to report on dependencies between change requests and the final realization of changes via transports to the productive environment. For example, you can list all transport requests that have been caused by a specific change request. Its possible as well to find out which change request has originated a specific transport request.

SAP AG 46

SAP AG 2004

Technical Scope of Change Request Management

Import SAP support packages (transaction SPAM) Implement SAP notes (transaction SNOTE) Modification adjustments (transaction SPAU) Install Add-Ons (transaction SAINT) Implement Upgrade (from technical and content point of view) Change scenarios, processes, and process steps Implement new scenarios, processes, and process steps Implement new SAP products and Add-Ons Change and enhance customer owned developments Change Customizing Add and change master data Add and change organizational data

Which technical types of changes are supported by SAP Solution Manager?

The technical scope of Change Request Management spans from the implementation of SAP Notes to the change of customizing settings like organizational data. Different types of change projects focus on different technical change methods and require different workflows. SAP Solution Manager offers three pre-configured Change Request Management scenarios:

Hot fixes urgent changes that require instant customer attention, yet still need to be tracked. An urgent correction task is a measure that must be done very quickly as production is jeopardized. Therefore, an urgent correction task may be done directly in the production system. A change manager classifies a change request as an urgent correction task in the Support Desk of the SAP Solution Manager. Operational tasks are automatically performed by means of Support Desk activities. This is mainly the implementation of SAP notes. When finished, the result can be brought into the development system (retrofit) to ensure a consistent system landscape.

Regular housekeeping activities, which occur typically every 3-6 months, including application of SAP patches. Operational tasks for the implementation of SAP support packages and legal change packages are performed automatically by means of Support Desk activities. The consistency of maintenance tasks and urgent correction tasks is managed automatically.

Business changes, such as implementation of new business processes, or even upgrades that result in fully documented implementation or upgrade projects. A project plan is defined in cProjects if a change manager classifies a change request as a Project task in the Support Desk of the SAP Solution Manager. A Project process structure is defined in the Blueprint and Configuration phases. Project Task Schedule and Tracking are generated. The project is reflected to one or multiple Change and Transport System projects in one or multiple systems.

SAP AG 47

SAP AG 2004

Summary



We have just answered the question What is SAP Solution Manager? and have seen different possibilities how you could use SAP Solution Manager. Lets now come to the end and briefly summarize the presentation.

SAP AG 48

SAP AG 2004

Part of SAP NetWeaver

Can service all SAP technologies

Integrates non-SAP products

Provides centralized

Transparent processesTransparent system landscapeDocumentation TestingConfiguration and

customizingNote handlingMonitoringService delivery

and execution

SAP Solution Manager in a Solution Landscape

SAP NetWeaver

Other

SAP

SAP

SAPSolMan

Other

Regarding the technical infrastructure, SAP Solution Manager is based on SAP technology. It is able to support all SAP technologies, including earlier releases of the components and non-ABAP components like SAP Enterprise Portal. You can integrate non-SAP components, as well. For example, you could integrate a 3rd-party warehouse control systems, which is part of your solution.

SAP Solution Manager serves as a central instance within the solution landscape to manage the complete solution. As central instance, SAP Solution Manager provides a variety of centralized services both for implementing, operating, and continuously improving your SAP solutions. We have just seen examples of these centralized services in the different scenarios of SAP Solution Manager. The advantages are that you have a central point of access, that you can control end-to-end processes, that you can ensure consistency within your landscape, and that dependencies between different components are taken into account.

SAP AG 49

SAP AG 2004

SAP Solution Manager @ Work

Infrastructure (operating system, network, database, hardware)

Business Applications based on SAP NetWeaverOther

application

SAP Solution ManagerSAP Solution Manager

ProcessStep 1

ProcessStep 2

ProcessStep 3

ProcessStep 4

ProcessStep 5

End-to-End Business Process Flow

UpgradeSupport Desk

Business Processes

Monitoring

Implementation Change Request Management

How is this central application management platform working? Customers typically run multiple components within the IT landscape. This might be Business Applications based on SAP NetWeaver (provided by SAP, 3rd-parties or own developments), SAP NetWeaver components (e.g., SAP Enterprise Portal, SAP Exchange Infrastructure), or other applications.

Business processes run across this landscape. Multiple components might be involved in the execution of an end-to-end business process.

A central and transparent documentation of the solution and the end-to-end business processes running on it is required for optimizing implementation, operations, and change. SAP Solution Manager provides this information in the repository.

Management of business processes involves multiple scenarios, like implementation, monitoring, support desk, upgrade, and Change Request Management. SAP Solution Manager bundles all these functionalities that are based on the transparent solution description. So you have a comprehensive Solution Management platform.

In addition, SAP Solution Manager serves as a gateway to SAP to enable support by SAP Active Global Support and the delivery of support services.

SAP AG 50

SAP AG 2004

SAP Solution Manager Future Coexistence Scenarios

KnowledgeManagement

TestManagement

SolutionMonitoring

ProjectManagement

SupportDesk

ChangeManagement

ServiceDelivery

LearningSolution

3rdParty

ProjectManagement

3rdParty

ChangeManagement

3rdParty

KnowledgeWarehouse

3rdParty

Test Automation

3rdParty

SupportDesk

3rdParty

OPERATE

IMPLEMENT

OPTIMIZE

SolutionMonitoring

3rdParty

BusinessProcess

SAP Active Global Support

KnowledgeTransfer

SAP Solution Manager is not positioned against existing solution management, knowledge management, andother best-of-breed solutions. The strategy is not to replace existing software products at customer sites, but tocoexist and bring additional value to the customer. Therefore SAP Solution Manager provides interfaces for the integration of best-of-breed products and will even enhance the integration possibilities in the future.

You have the choice to use SAP Solution Manager only or to integrate it with other 3rd-party tools that you might already have in use.

SAP AG 51

SAP AG 2004

SAP Solution Manager Key Benefits

Delivered at no additional cost

Increasing reliability of IT solution

Reducing cost of implementation, operations, and change management projects

Accelerating time to benefit

Leveraging existing IT investments

Available for existing SAP solutions !!!

So lets close this presentation with summarizing the main benefits of SAP Solution Manager:

At first, SAP Solution Manager is delivered at no additional cost. It is included in your annual maintenance fee that you pay to SAP. So you do not need to pay any additional licenses for managing your SAP solutions with SAP Solution Manager.

SAP Solution Manager helps you to increase the reliability of your IT solution. Pro-active control of your solution avoids errors in implementation and operations. Cross-component consistency checks avoid inconsistencies in heterogeneous environments. The support desk and the gateway to SAP speed up issue resolution and hence increase the availability of your solution.

SAP Solution Manager reduces cost of implementation, operations, and change management projects. Tools and content delivered with SAP Solution Manager improve the efficiency of implementation and change management projects. By using the implementation and upgrade content delivered via SAP Solution Manager, you do not need to start your project from scratch but can build upon the experience of other customers and SAP experts. Centralized project handling, blueprinting, configuration, testing and document management in multi-component environments avoids redundant data entries. SAP Solution Manager provides a single point of control for multi-component landscapes. It improves the efficiency of your IT operations

SAP Solution Manager accelerates time to benefit. It increases the Return on Investments by reaching the break-even point of your projects earlier. Implementation and change-management projects are accelerated by reducing the complexity of multi-component projects and by increasing project efficiency.

SAP Solution Manager helps to leverage existing IT investments. It provides new management functions for your existing components. You can reduce your cost of operations for your existing SAP Solution. There is no need to upgrade your existing IT infrastructure due to the seamless integration of SAP Solution Manager into existing IT landscapes (including both SAP and Non-SAP components) and the integration with 3rd-party system management tools.

SAP Solution Manager is available today. You can use it to better manage your existing and future SAP solutions!!!

SAP AG 52

SAP AG 2004

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries,

pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered

trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium,

Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and

implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver and other SAP products and services mentioned herein

as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

Copyright 2004 SAP AG. All Rights Reserved

sap solution manager overview

Documents