SAP Solution Manager- The New Service and SupportInfrastructure

SAP Service & SupportProduct Management

Challenges of Sophisticated System Environments

Globaloperations

Globaloperations

Different locations

Different countries

Different languages

Different time zones

Central vs. distributed

Global Planning and ATP

Heterogeneoussolutions

Heterogeneoussolutions

Different applications

Different technologies

Different vendors

Point-to-point integration

Custom-made solutions

Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice

Typical System Landscape to be ImplementedTypical System Landscape to be Implemented

SupplyChain

Management

WarehouseManagement

Systems

SAP R/3

TransportPlanningSystem

Customer System

Carrier System

Shipment

CarrierSelection

Update Shipment

Status

Plan Replenishment

ConfigureVehicleLoads

Replenishment

Requestto change

Sales Orderany time

Appointment

ReceiveOrder

Invoice

140 different interfaces

CRM

Pricing ConditionsPromotion

Conditions

Sales Order

ACSISBarcodeReader

in n small warehouses

Sales Order

Core Business Process and Solution Landscape

Shipment

GoodsIssue

Delivery Note

StockTransfer

Order

Request

Accept?No / Yes

Schedule

In transit

Invoice

Business processesBusiness processes

New Technologies

New Technologies

WEB Enabling

Global Planning

ATP

R3

R3

R3

R

R3

R3I R

3R3

SAP Solution Manager: The New Standard

SAP Solution Manager is a new Service and Support

platform that introduces a new dimension of collaboration

between customers, partners, and SAP.

SAP Solution Manager enables customers to successfully

implement, operate, and support their mySAP solutions

with special focus on their core business processes.

SAP Solution Manager: SAP's New Standard For Service Deliveryand Support

SAP Solution Manager: SAP's New Standard For Service Deliveryand Support

Why "SAP Solution Manager"?

Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems

A Necessity to Support Distributed Systems

Lowering the Total Cost of Ownership

Service and tool platform to optimize implementation, GoLive and operations

Safeguarding -> Minimizing Risk Empowering -> Knowledge Transfer, Optimizing the Organization Optimization -> Performance, Application Integration, Data

Volumes, System Administration

SAP Solution Manager Features

SAP Solution Manager is the central platform for efficient implementation and operation of SAP solutions

Central monitoring platform SAP Service Level Management, SAP System Monitoring, SAP Business Process

Monitoring, SAP Central System Administration

Onsite platform (SAP Web AS based) to support key implementation activities

Framework and technical infrastructure for service delivery On-Site (Consulting), Remote, SAP Self Services

Central platform to access all relevant information from SAP SAP Service Marketplace

Central Integration of service and support tools SAP Note Assistant, Microsoft NetMeeting, SAP Support Desk

SAP Solution Manager – Central Platform

Customer System Landscape

SAP Service Marketplace

3.1I3.1I

SCMSCM

CUSCUS

FVSFVS4.6C4.6C

PLMPLMCRMCRM

4.6C4.6C

Solution Landscape PRD

3.1I3.1I

4.6C4.6C

CRMCRM

4.6C4.6C

FVSFVSSolution Landscape QAS

Solution Landscape DEV

CUSCUS

CUSCUS

SAP SolutionManager

SAP Active Global

Support

Data Collectors

Integrated Testing

Solution Monitoring

Service DeliveryProcess-oriented

configuation

SAP Solution Manager

On-site platform to support key implementation activities

Central repository for documentation and issues Includes key ASAP methodology Enhanced content to encompass the specifics of

mySAP Business Suite implementations Integrated platform to support both implementation

and operation of SAP solutions Unique customizing distribution and comparison

features Process-driven blueprint, configuration and testing

approach

The SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions

SAP Solution Manager – Functional Implementation

SAP Solution Manager in Implementation

Configuration

Project definition

Define Business Blueprint

ProjectPreparation

BusinessBlueprint Realization Go Live &

SupportFinal

preparation

Customizing synchronization

Authorization

Datatransfer

End user Training and

documentation

Testing

Projectphase

Roadmaps

Project AdministrationCrossfunctions

Pro

ject

acti

vit

ies

Message Handling / Reporting

Define system landscape

Focus of tool support

Developments(v3.1)

Customizing Distribution

Central system

Customizing data TransportR/3DEV

R/3QAS

R/3PRD

CRMDEV

CRMQAS

CRMPRD

APODEV

APOQAS

APOPRD

...DEV

...QAS

...PRD

Transport

TransportTransport

TransportTransport

TransportTransport

Predefinedlist of

synchronizing objects

Customizing

Distribution

Customizing of certain objects in sync across systems

Reuse of Customizing (e.g. of SAP R/3) in other systems (e.g. SAP CRM)

Avoid redundant Customizing activities in a solution landscape

Business Blueprint of a Customer Solution

SAP Solution Manager

Customer-SpecificSolution

Customer P

rocess

based 100% on SAP co

ntent

Customer P

rocess

based 75% on SAP co

ntent

SAP’s delivered implementation

content

SAP Solution Manager

Customer-SpecificSolution

Configuring and Testing a Customer Solution

Configuration in IMGs

Using BC Set technology

Configuration in IMGs

Using BC Set technology

Prepare test plans Test execution e.g

using CATTs

Prepare test plans Test execution e.g

using CATTs

Roadmaps

Roadmaps in SAP Solution Manager

Roadmaps in SAP Solution Manager

Guidelines for technical installation, implementation of

operations and ongoing operation activities.

Guidelines for technical installation, implementation of

operations and ongoing operation activities.

Links to documents suitable to your actual project phaseLinks to documents suitable to your actual project phase

SAP Solution Manager – Handover to Operations

SAP Solution ManagerSAP Solution Manager

Functional Implementation

Technical Implementation

Implementation of Operations SAP Support Desk

Services for Operations

SAP Solution Monitoring

Providing tools, content, procedures and services

to implement and operate

your SAP solutions

Customer Platform for Implementation and Operation of mySAP Business Suite

Implementation Operations

New Interface in 3.1 – Solution Landscape Overview

New Interface – Based on SAP Solution Management

Layout designed according to the 5 Solution Management key components

Global Strategy SAP Technology Business Process Management Software Change Management Support Desk

Layout designed according to the 5 Solution Management key components

Global Strategy SAP Technology Business Process Management Software Change Management Support Desk

Access System Landscape for Operations

Service Delivery Platform - Proposals and Ordering

SAP SolutionManager

Order Services through direct links to SAP Marketplace

Order Services through direct links to SAP Marketplace

Maintain your Solution Landscape in the SAP Solution Manager

Maintain your Solution Landscape in the SAP Solution Manager

SAP SolutionManager

SAP Service Marketplace

Get suitable Services and Best Practices Proposals

Get suitable Services and Best Practices Proposals

Service Proposals and Ordering Process

SAP Solution Monitoring – Long-term and Realtime

SAP Solution Monitoring

SAP Service Level Management Service Level Management for

periodic, long-term and cross-system

reporting, including business processes

based on SAP EarlyWatch Alert

SAP System Monitoring Real-time monitoring of business processes

and system components based on the CCMS

infrastructure

SAP Business Process Monitoring Based on the core business processes of a

customer‘s mySAP solution

SAP System Monitoring - Workflow

Open task overviewOpen task overview

SAP System Monitoring of core components to detect critical situations as early as possible

Supports Administrators with the administraton of new SAP products

SAP System Monitoring and SAP Central System Administration complement each other

Expert Monitors in direct linked satellite systemsExpert Monitors in direct linked satellite systems

System related tasks with integrated automated log

System related tasks with integrated automated log

Alert graphicsAlert graphics

SAP Service Level Reporting - Workflow Example

Alert OverviewAlert Overview

Alert detailsAlert details

Service recommen-dations

Service recommen-dations

Link to SAP Service CatalogLink to SAP Service Catalog

SAP Service Level Reporting

Measures and communicates agreed service goals defined in your Service Level Agreements

Triggers reports regularly, e.g.

once a week or month

Configuration without expert

knowledge

Evaluates key performance

indicators

Preconfigures

recommendations to be

individually tailored and

extended

Facilitates forecasting

SAP Solution Manager

Satellite Systems

System- and Business Process Monitoring

Service LevelReporting

Continous-Monitoring: Service Data Download

(SDCC)

Continous-Monitoring: Service Data Download

(SDCC)

Realtime-Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Realtime-Monitoring:CCMS Monitoring

Infrastructure (RZ20)

Solution Monitoring - Data Collection

Early WatchAlerts

Business Processes

Detailed Reporting:

Critical Alert Situations:

SAP Business Process and Interface Monitoring

SAP Business Process Monitoring

is the process-oriented monitoring of the most important or critical business processes of a company

includes the observation of all technical and business application-specific functions required for a smooth and reliable flow of your business processes

SAP Business Process Monitoring comprises:

Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration of the customer’s support organization

SAP Support Desk – Functions

Customer Internal Message Handling (Support Messages) Messages created within the user's work environment Automatic collection of system, context, and component data

Manage SAP Notes efficiently Integrated SAP Notes Search through the SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant

Customer Solution Database Build up your own Q&A Database (3.1 version)

SAP Support Integration Send support messages to SAP Receive status updates and solutions within SAP Support Desk

SAP Remote Support Integration Microsoft NetMeeting for application sharing between end users, SAP

Solution Manager power users and SAP Support back office experts

SAP Support Desk 3.1 Functionality

New SAP Support Desk functionality on SAP Solution Manager 3.1 (unrestricted shipment Q3 2003)

SAP Support Desk functionality will be powered by mySAP CRM 3.1 based on SAP Web AS 6.20

This offers a state of the art call center / message handling environment

This replaces the SAP R/3 4.6C Support Desk Smart Implementation for SAP Solution Manager and mySAP CRM

3.1 for message handling will be available Training and Services will be offered for implementation and

customizing Integration with billing and controlling functionality Advanced reporting via BW

Working with SAP Support Desk - Support Process

SAP SupportSAP Support

SAP System

CustomerCustomer

SAP ServiceMarketplaceSAP ServiceMarketplace

SAPSAP

SAP Solution Manager

1

Creates Message

Provides Solution Find Solution

or

3

Forward Message

Provides Solution

4Provides Solution

2

Search for Solution

Customer'sSolution Database

SAP Notes DatabaseService ProductsBest Practices DB

End UserEnd User SolutionSupportSolutionSupport

Working with SAP Support Desk – Create Message

Support Message – Additional System Data Content

SAP Issue Tracking – Issue Attributes

Issue List

Problem Description

Description

Business impact

Completion crtiteria

Issue Resolution Recommendations

Support Services

Consulting

Processing History

Who

When

What

Context information

Project / Organsisation

Business Process

Software component

Status Information New In processing Closed Escalated

Responsibilities

Customer/SAP/Partner

Creator

Customer Contact in Project/Organization

An issue describes a problem which requires a solution

SAP Issue Tracking – Use in Projects and Operation

Project WorkImplementation, Upgrades, De-Escalation, ...

Project WorkImplementation, Upgrades, De-Escalation, ...

Solution SupportError Messages; First/Second Level Support

Solution SupportError Messages; First/Second Level Support

Issuerelated to a customer project or

customer support

Issuerelated to a customer project or

customer support

SAP Support Services

Safeguarding Empowering Optimization

SAP Support Services

Safeguarding Empowering Optimization

Top Issueused for top management

reporting

Top Issueused for top management

reporting

Solution Operations

MonitoringSAP EarlyWatch Alert

Solution Operations

MonitoringSAP EarlyWatch Alert

Problem description Activity list Responsibility Processing history Context information

SAP Solution Manager Benefits

Supports key implementation activities on a process basis: Central point of access for key implementation activities Process-driven blueprint, configuration and testing approach Central repository for documentation and issues Implementation content to facilitate the solution design (new scenarios

available for mySAP CRM, mySAP SCM, mySAP SRM in July 2003) Unique customizing distribution and comparison features Full alignment with SAP Services including future process based services

Supports operations and continuous improvement phase Reduction of TCO SAP System Monitoring including SAP Business Process Monitoring Automatic reporting of system performance KPI's Automatic notification when support services are needed Integration into SAP Back Office through SAP EarlyWatch Alert (EWA) Customer Self-Services (SAP EarlyWatch Health Check, SQL Analysis, CPO) SAP Support Desk with SAP Active Global Support integration

SAP Solution Manager – Release Strategy at a Glance

01/2003 04/2003 07/2003 10/2003

SAP Solution Manager 2.1 (on SAP Web AS 6.10)

SAP Solution Manager 2.2 (on SAP Web AS 6.20)

Eo

S:

Recommendations for our customers: - New Installations: 2.2- Existing Installations: 2.2 for advanced business process monitoring and/or to support implementation projects Otherwise 2.1 is also feasible.- Unrestricted shipment of SAP Solution Manager 3.1 will start after successful Ramp-Up

SAP Solution Manager 2.1 (on 4.x)

SAP Solution Manager 2.1 (on 4.x)

04/2004

SAP Solution Manager 3.1 – Web AS 6.20

31

.03

.03

31

.03

.04

31

.03

.04

31

.10

.03

31

.10

.03

Eo

M:

Eo

S:

Eo

M:

Eo

M:

EoS: End of ShipmentEoM: End of Maintenance Unrestricted shipment Restricted shipment

Ramp-Up Phase

Implementation technology and content included

SAP Solution Manager - Costs

Costs covered by maintenance agreement SAP Solution Manager Add-On CD

License for SAP Web Application Server 6.20 (exclusive use for the SAP Solution Manager)

License for SAP DB

SAP Solution Manager Enabling Service - Remote activation of SAP Solution Manager prior to SAP Service Delivery

The following items may incur costs Hardware* (note that the SAP Solution Manager also runs on a separate instance on

the same hardware)

Database (database license and maintenance costs may apply depending on agreement with customer's database vendor)

Training for the SAP Solution Manager

Maintenance of system landscape in the SAP Solution Manager

System maintenance

* For further information refer to www.service.sap.com/solutionmananger >> Get and Install >>Technical Requirements

SAP Solution Manager Services and Training

SAP Solution Manager Starter Pack - technical installation of the SAP Solution Manager and onsite training sessions delivered by certified experts (SAP/Partner)

SAP Solution Manager Enabling Service – configuration check prior to SAP Service Delivery, covered by SAP Standard Support

Workshop TSLM10 for technical installation and features Course SMI310 SAP Solution Manager - Implementation tools in detail

3 day class based on SAP Solution Manager 2.2 release

Course ADM106 for Advanced System Monitoring with SAP Solution Manager

SAP Solution Manager – Learning Maps at alias: www.service.sap.com/rkt-solman Role specific (application consultant, project manager, ...) eLearning

General "Getting started" information to prepare for a project

Onsite Usage Workshop: on demand

Additional Information

SAP Solution Manager PPTs: SAP Solution Manager – Overview

Implemantation at a Glance

Use in Ramp-up

SAP Solution Manager - Tutorial

SAP Solution Manager - Online Help (on tool CD)

SAP Solution Manager - Installation Guide (alias: instguides)

Important Links on SAPNet / Service Marketplace: SAP Solution Manager - Homepage: http://service.sap.com/solutionmanager

SAP Solution Manager - Best Practice: http://service.sap.com/solutionmanagerbp

SAP Solution Manager - Learning Maps: http://service.sap.com/rkt-solman

SAP Solution Manager - StarterPack: http://service.sap.com/servicecatalog

Latest Implementation Roadmaps: http://service.sap.com/roadmaps

SAP Note (Release Strategy – Solution Manager): 394616

SAPNet R/3 Front-End: SV-SMG-*

SAP AG 2002, SAP Solution Manager 38

Q&A

Questions?