standard incident management

Version: 1.0

April 2007

SAP Standard for Incident Management

Whitepaper

Active Global Support SAP AG

© 2007 SAP AG

SAP Standard Incident Management Version: 1.0

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SAP® Standard Incident Management

Table of Content 1 Management Summary ........................................................................3

2 SAP Standards for E2E Solution Operations.....................................4

3 Incident Management Standard at a Glance ......................................7

4 What is the Basic Concept of the Incident Management Standard? .............................................................................................8

4.1 Architecture and Process Flow..........................................................................8 4.2 Message creation ..............................................................................................9 4.3 Message distribution........................................................................................10 4.4 Message processing........................................................................................10 4.5 Delivery of Solution..........................................................................................14 4.6 Confirmation of Message.................................................................................14 5 How to Implement the Incident Management Standard?................15 5.1 Methodology ....................................................................................................15 5.2 Tools................................................................................................................16 5.3 People .............................................................................................................16 6 How to Measure the Success of the Implementation?....................17

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1 Management Summary

Managing complexity, risk, costs as well as skills and resources is at the heart of implement-ing mission critical support for SAP-centric solutions. The complexity rises even further with the trend of outtasking and outsourcing of process components. To help customers manage their SAP-centric solutions, SAP provides a comprehensive set of standards for solution op-erations.

Out of this set of standards, the incident management standard describes the process for incident resolution. This helps customers to accelerate the resolution of incidents, to increase the availability of the IT solution and minimize negative business impacts, and to gain 100% transparency on issues and challenges.

This document provides details regarding the incident management standard. It explains the basic concept of the standard, describes the different steps within the process flow, and pro-vides details on the implementation of the standard. This includes a description of the meth-odology and information regarding the required configuration.

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2 SAP Standards for E2E Solution Operations

Mission-critical operations is a challenge. While the flexibility of SAP-centric solutions rises, customers have to manage complexity, risks, costs, as well as skills and resources efficiently. Customers have to run and incrementally improve the IT solution to ensure stable operation of the solution landscape. This includes the management of availability, performance, proc-ess and data transparency, data consistency, IT process compliance, and other tasks.

Typically, multiple teams in the customer organization are involved in the fulfillment of these requirements. They belong to the key organizational areas Business Unit and IT. While the names of the organizations may differ from company to company, their function is roughly the same. They run their activities in accordance with the corporate strategy, corporate policies (for example, corporate governance, compliance and security), and the goals of their organi-zations.

The different teams specialize in the execution of certain tasks: On the business side, end users use the implemented functionality to run their daily business. Key users provide first-level support for their colleagues. Business process champions define how business proc-esses are to be executed. A program management office communicates these require-ments to the IT organization, decides on the financing of development and operations, and ensures that the requirements are implemented.

On the technical side, the application management team is in direct contact with the busi-ness units. It is responsible for implementing the business requirements and providing sup-port for end users. Business process operations covers the monitoring and support of the business applications, their integration, and the automation of jobs. Custom development takes care of adjusting the solution to customer-specific requirements and developments. SAP technical operations is responsible for the general administration of systems and de-

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tailed system diagnostics. And the IT infrastructure organization provides the underlying IT infrastructure (network, databases, …). Further specialization is possible within these organi-zations as well. For example, there may be individual experts for different applications within SAP technical operations.

Efficient collaboration between these teams is required to optimize the operation of SAP-centric solutions. This becomes even more important if customers engage service providers to execute some of the tasks or even complete processes. Customers have to closely inte-grate the providers of outtasking and outsourcing services into the operation of their solu-tions.

Key prerequisite for efficient collaboration of the involved groups is the clear definition of processes, responsibilities, service level agreements (SLAs), and key performance indicators (KPIs) to measure the fulfillment of the service levels. Based on the experiences gained by SAP Active Global Support while serving more than 36,000 customers, SAP has defined process standards and best practices, which help customers to set up and run End-to-End (E2E) Solution Operations for their SAP-centric solutions. This covers not only applications from SAP but also applications from ISVs, OEMs, and custom code applications integrated into the customer solution.

There are 16 standards for solution operations defined by SAP:

• Incident Management describes the process of incident resolution

• Exception Handling explains how to define a model and procedures to manage ex-ceptions and error situations during daily business operations

• Data Integrity avoids data inconsistencies in end-to-end solution landscapes

• Change Request Management enables efficient and punctual implementation of changes with minimal risks

• Upgrade guides customers and technology partners through upgrade projects

• eSOA Readiness covers both technical and organizational readiness for enterprise service-oriented architectures (eSOA)

• Root Cause Analysis defines how to perform root cause analysis end-to-end across different support levels and different technologies

• Change Control Management covers the deployment and the analysis of changes

• Minimum Documentation defines the required documentation and reporting re-garding the customer solution

• Remote Supportability contains five basic requirements that have to be met to op-timize the supportability of customer solutions

• Business Process and Interface Monitoring describes the monitoring and super-vision of the mission critical business processes

• Data Volume Management defines how to manage data growth

• Job Scheduling Management explains how to manage the planning, scheduling, and monitoring of background jobs

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• Transactional Consistency safeguards data synchronization across applications in distributed system landscapes

• System Administration describes how to administer SAP technology in order to run a customer solution efficiently

• System Monitoring covers monitoring and reporting of the technical status of IT so-lutions

Out of this list, this white paper describes the incident management standard.

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3 Incident Management Standard at a Glance Incidents during the operations of mission critical applications can cause severe business loss if they are not properly managed, their root cause identified and their effects minimized by immediate corrective action. The incident management standard defines the process and tool to manage the required collaboration between the involved parties to resolve incidents in a timely manner.

When a disruption occurs that prevents an end user from performing his/her tasks in the IT solution, the end user has to describe and prioritize the incident in a ticket. In SAP applica-tions, this can be done directly in the application. Context data is automatically attached and the ticket is sent to the service desk in SAP Solution Manager.

Key users provide first-level support. They search for an existing solution both in the cus-tomer solution database and in the SAP Notes database. When the first-level support cannot solve the incident, the ticket is forwarded to the Application Management organization of the customer.

Application Management performs end-to-end root cause analysis (explained in a separate standard) to isolate the root cause. If necessary, other parts of the customer IT organization will take over to resolve the incident. If the customer IT organization cannot resolve the inci-dent, it forwards the ticket for in-depth analysis to SAP or to the provider of a third-party ap-plication that caused the incident. At all time, the status of the incident is made transparent.

The service desk in SAP Solution Manager is SAP’s tool to manage incidents efficiently across the customer business unit, customer IT, SAP, and independent software vendors (ISVs) whose applications are integrated in the customer solution. In addition, the service desk has an open bidirectional interface to send and receive incidents to and from other ticket systems. This might be required if a part of customer IT has been outsourced or outtasked to service providers who use their own help desk.

Following the Incident Management standard, customers can accelerate incident resolution. This helps to increase the availability of the IT solution and to minimize negative business impacts.

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4 What is the Basic Concept of the Incident Man-agement Standard?

In this chapter, you will learn about the process of the Incident Management standard and the people involved.

4.1 Architecture and Process Flow

There are various people and roles involved in the process flow of incident management. On the one hand, there are the creators of a support message, end users working in a satellite system or key users creating messages for end users.

And on the other hand, there are the people working on the message, the message proces-sors in application management supported by other groups in the IT organization. Depending on the number of levels of the support organization (for details, refer to chapter 5), these groups of people may consist of employees with different levels of expertise.

Another important part in the message solving process, although it is not located at customer site is the SAP Service Marketplace with its possibility to search for SAP Notes. The final instance of problem solving is the SAP Support organization or the support organization of a partner, respectively.

To complete the process, the user gets a solution for the reported incident.

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4.2 Message creation

A message can be created in several ways:

End users can create a message in the satellite system directly from the transaction in which an error occurred. To do this, they simply choose Help Create Support Message or use the appropriate entry in the portal. They enter a short text, a priority, and a prob-lem description in the following dialog box. The component in which the error occurred is automatically completed by the system.

This is not the only information that SAP Solution Manager automatically acquires to pro-vide effective and targeted support for the SAP solution. Every message saves technical data such as the system ID, the client, the Support Package version and the transaction in the background. This minimizes the number of questions sent to the reporter by the service desk employee and also accelerates the support process.

Context information coming with the Service Desk message automatically

Solutionsupportforwardsincident

User reports incident

SAP satellite system

Service Desk in SAP Solution

Manager

SAP Support or

Partner support

Solutionsupportforwardsincident

User reports incident

SAP satellite system

Service Desk in SAP Solution

Manager

SAP Support or

Partner support

If end users do not have the authorization to create their own messages in the satellite system, a message can be created directly in SAP Solution Manager. End users do not create messages themselves; instead, in the event of an error or a query, the end users contact key users who are more knowledgeable and who can answer many questions be-fore the need to create a message arises. For those questions that remain unanswered, key users use transaction NOTIF_CREATE to create their own support messages in SAP

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Solution Manager. The technical background information for this creation variant, unfor-tunately cannot be automatically saved because such data can only be acquired from the satellite system. However, due to the preliminary clarification provided by the key user here, this information is not essential.

To create a message outside of SAP Solution Manager, it is possible to generate a URL via transaction NOTIF_CREATE_BSP and create messages in a browser window. URLs provide the same entry screen as appears in a BSP application. Choosing Save creates the message in full.

Another possibility to create messages outside of SAP Solution Manager is to use the IC WebClient as user interface. This is done via transaction CRM_IC. From here, it is possi-ble to create a URL which opens an IC WebClient window to create and send messages.

It is possible to add file attachments to a support message. Attachments can be screenshots of an entry screen in which an error occurred, presentations, or other documents. If you want to reuse attachments during the processing stage to answer questions, for example, this can be done at any time and as often as desired.

Saving the support message automatically sends it to the service desk in SAP Solution Man-ager and marks the end of message creation. The reporter of the message is then notified that the message was created in SAP Solution Manager, along with the message number in the form of a system message.

4.3 Message distribution

The support message can now be accessed in the service desk. Here, the system automati-cally assigns it to the respective support level using the SAP component, the priority, and the category, as well as automatically determines the corresponding business partner(s), the client, the reporter, and the support team (such as the Financials support team for the FI component).

4.4 Message processing

The staff involved in message processing can be notified by email, fax, or SMS, for example. Message dispatching occurs via background processing with condition checks. As such, it is also possible to start an SAP workflow through actions using SAP standard functions. The interaction between workflow and approval allows messages to be selectively stopped or sent to SAP.

You can monitor incoming messages and the status of message processing in the service desk via the transaction monitor (transaction CRM_DNO_MONITOR). The standard system offers a myTeam filter; however this filter does not have any delimiting effect as an authoriza-tion object. It simply provides a view to facilitate processing. You can define delimiting au-thorization objects via a Business Add-In (BAdI). The organizational model defines responsi-bilities accountable for queue monitoring.

After selecting a message to work on, there are various tools and functionalities you can use for message processing. Some of which can be found in the Actions menu; others on the tab Transaction Data.

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Solution Database

An employee in the customer’s support organization assumes the responsibility of solving the incident by taking on the message. The first step is to search for an existing solution to the problem as described by the reporter. The customer’s own solution database can be used for this (tab Solution Database).

Initially, the solution database is empty and is filled with data by the customer’s support or-ganization. This database can be used to record known solutions. As the database fills with problems and the corresponding solutions, it becomes a useful, time-saving tool because the customer support organization can search through existing solutions. For example, SAP Notes and service desk documents.

The solution database employs a classification method, which you can use to search based on subject, solution type, symptoms, and attributes such as release information. Implement-ing the service desk allows you to extend standard functionality to include customer-specific search criteria.

SAP Notes Search on SAP Service Marketplace

If the problem has not previously occurred and is not documented in the solution database, the service desk employee can search for SAP Notes directly from the message. Performing a Notes search via the service desk is considerably more effective than a manual search on SAP Service Marketplace, because the search criteria are automatically filled in when draw-ing on the data of the support message. To search for an SAP Note, choose Find SAP Notes on the SAP Notes tab.

Select the appropriate SAP Note(s). You can attach the notes to the support message by choosing the ‘Transfer Data’ pushbutton. SAP Notes with the applicable code corrections can

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be imported directly into your development or test system and tested using SAP Note Assis-tant (Transaction SNOTE). Changes are then transported to your quality assurance or pro-duction system upon successful conclusion of the test, whereby SAP Note Assistant can also be used to undo any undesired changes.

Diagnostics

You can monitor Java components of your solutions, with Diagnostics in SAP Solution Man-ager. The SAP Solution Manager passes the solution data to the diagnostics tools in SAP Solution Manager. For more information, refer to the root cause analysis standard.

Forwarding Messages

If you cannot find a suitable SAP Note on SAP Service Marketplace, create an internal note in the message describing which measures were attempted to find a solution and forward the problem message to the downstream support units.

Forwarding occurs manually in the service desk. Every service desk employee can forward a message to another business partner in the standard system. If desired, you can restrict the recipient groups to whom the messages may be forwarded. This restriction is placed via a Business Application Programming Interface (BAPI) and has the effect that users can only choose recipients from the available options in the value help.

Forwarding to SAP is controlled by an authorization object. Messages can be automatically forwarded to SAP by configuration.

If your internal process dictates that a message can only be forwarded after an approval pro-cedure, set the status of the message to ‘To Be Approved’. An employee with the appropriate authorization can authorize forwarding by using Approved status. Processor determination rules can be defined for support scenarios such as follow-the-sun or very high processing.

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Forwarding Messages to an External Help Desk

As of Release 4.0, SAP Solution Manager includes an open interface for exchanging mes-sages with help desk systems from other providers. The purpose of the open interface is to act as a central access point for reporters and support employees. It allows you to integrate the SAP Solution Manager service desk into existing help desk systems. Messages are ex-changed via Web services for simple, flexible, and platform-independent operation.

You are therefore able to identify and leverage the optimization potential of your existing SAP landscapes and non-SAP applications. Information such as priority, SAP category, and SAP component can also be sent to maximize the value chain customer solution – SAP Solution Manager service desk – external help desk.

You can forward messages from the service desk to an external help desk and vice versa. Here, the system creates a corresponding message that can be uniquely identified and is assigned to the original message in another system. The message can only be processed by another linked help desk. In other words, either the service desk or the external help desk assumes the responsibility. Additional information such as message texts can be exchanged asynchronously.

A message can be exchanged several times between the SAP Solution Manager service desk and the external help desk application as the message is being processed. It is impor-tant to have the responsibilities of the respective help desk system clarified for this purpose.

Let us have a look at a potential scenario:

The external help desk assumes the role of general first-level support, where all messages are entered. Those messages not related to an SAP-specific problem are either resolved or forwarded to second-level support in the external help desk. The SAP Solution Manager ser-vice desk assumes the role of second-level support for SAP related incidents. In the event of an SAP problem, the message is forwarded to the service desk used by SAP experts at the customer service organization. Collaboration with SAP Active Global Support is very easy at this point. As already mentioned, messages can also be returned to the external help desk. Communication is possible at any time and central access ensures that no information is lost, since every processor can read all of the information contained in the message.

Nevertheless, you can still send messages directly via an SAP system transaction (Help -> Create Support Message) to make use of the background information provided. When con-figuring the interface, you can alternatively specify automatic generation of a corresponding message in the external help desk for messages created in SAP Solution Manager. This message then appears with Sent to SAP Solution Manager status and an overview of all messages can be viewed at any time from the leading help desk.

The second alternative is to generate messages only when a message is explicitly sent to the external help desk (on demand). Here, it is important to know that messages processed and resolved in the service desk will not appear in external help desk reports.

If a message is closed in the current help desk, the status of the message is automatically set to Completed in the other help desk.

Collaboration with SAP Active Global Support

One of the unique features of the service desk in SAP Solution Manager is the option of col-laborating with SAP Active Global Support to achieve shorter solution times, as targeted in-

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formation allows SAP Active Global Support to better process your message. If the various support levels of the customer support organization cannot solve the problem, send the sup-port message along with a message for SAP (including attachments, if necessary; you can decide which text modules of the message are to be sent to SAP) to SAP Active Global Sup-port. .

Remote service connections are an important component of this collaboration because they give SAP Active Global Support the opportunity to access your system in order to understand the nature of the problem in your specific environment.

Access information is saved in the secure area for secure support. This area allows only au-thorized SAP support employees to access your systems, thereby protecting your applica-tions from unauthorized access. The service desk integrates the secure area into SAP Solu-tion Manager so that the logon data for SAP Active Global Support can be saved to the se-cure area directly from the support message. To do this, choose Maintain SAP Logon Data in the support message. This action does not involve any change on the part of your support employees. The user interface is the same as the previous one on SAP Service Marketplace; support message integration merely facilitates more efficient management. Data is still saved in the secure area and protected using the basic, familiar safety concepts.

You can inform the respective support employee that he or she now has access to the sys-tems via the Update SAP Message action in the support message.

4.5 Delivery of Solution

Depending on the setup of your support process, either SAP Active Global Support or the support organization of your service provider processes the message and returns it to you along with a proposed solution or a question and an updated status. You can track the status of the message at any time in your service desk on the SAP Attributes tab page.

When a solution is proposed, this is visible in the transaction monitor and the support em-ployee may receive e-mail notification, if this option is activated. The support employee then evaluates the proposed solution and triggers a change request, if necessary. When the solu-tion has been implemented, the support employee informs the reporter of a change in status, at which point the reporter tests the proposed solution and confirms it.

4.6 Confirmation of Message

The service desk employee closes the message and documents the solution for the internal solution database, so that other support employees have access to the solution.

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5 How to Implement the Incident Management Stan-dard?

Before starting the actual implementation of the incident management standard, you have to define the support process in your company.

5.1 Methodology

Developing an end-to-end support process necessitates that internal support processes in the company be defined and transparently mapped. The SAP Solution Manager service desk provides a preconfigured solution for this, which is optimized for SAP-specific support re-quests.

The message-solving process includes up to four levels, where SAP recommends three sup-port levels in the service desk for customers without an SAP Customer Competence Center (CCC); four levels are recommended for customers with a CCC. This architecture is struc-tured as follows:

1. First-level support

First-level support is the single point of contact for the end user to the service desk and thus represents the customer’s support organization. First-level support consists of key users and/or designated satellite system users who also work in SAP Solution Manager. There are several options available for creating a message. Please refer to section 4.2 for details.

2. Second-level support

Second-level support involves employees who are familiar with the details of a cus-tomer’s own applications and business processes, and who assume the role of sys-tem administrator. Second-level support therefore comprises application and tech-nology experts.

3. Third-level support (CCC level)

Typical activities at this support level include searches for SAP Notes and the use of the solution database

Those responsible for third-level support generally depend on the company’s size. For smaller companies and customers who do not have a customer competence cen-ter, this level corresponds to fourth-level support. In this case, the tasks associated with the CCC level are assumed by the customer in second-level support.

4. Fourth-level support (SAP Active Global Support):

SAP Active Global Support is the last stage of message processing for all customers, if the problem cannot be solved at the customer level.

This structure allows for the efficient management and solution of problem messages. Addi-tional support levels can be set up in the service desk.

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Service Level Agreements

Using service level agreements (SLAs), you work with customers to stipulate the form that the performance of a guaranteed service takes.

The SLAs define the attributes (such as content, scope and means) for the service products (for example, maintenance, hotline) agreed on with the customer in the service contract. Dif-ferent parameters, such as response time or availability time, confirm an SLA.

Two profiles are available for service level agreements in the service desk and can be adapted to meet the customer’s needs. These profiles are known as on-call and reaction profiles, which are based on the service agreement. In order to be able to report on individual regions, it is necessary to define several service agreement products and profiles, whereby messages are also assigned to the relevant service agreements. In the example of follow-the-sun support, this means that you must define the early support, day support, and night support (8 hours each) products and the respective profiles to ensure round-the-clock sup-port.

5.2 Tools

The SAP Solution Manager implementation guide (IMG) shows you how to configure mes-sage exchange step by step. You can find the relevant information for the Incident Manage-ment Standard in the IMG of the SAP Solution Manager system in transaction SPRO → SAP Reference IMG → SAP Solution Manager under:

• Initial Configuration → Solution Manager → service desk and Issue Tracking

• Initial Configuration → Satellite Systems → Define service desk Destination in the Satellite Systems

• Advanced Configuration → Basic Settings → SAP Solution Manager System → ser-vice desk

• Advanced Configuration → Basic Settings → Specify Satellite System Connection → Define service desk Destination in the Satellite Systems

• Advanced Configuration → Scenario Specific Settings → service desk

For some features, it is necessary to perform steps from the Customer Relationship Man-agement IMG as well (for example, for using the solution database you need to configure the search engine at Customer Relationship Management → Enterprise Intelligent Framework → Software Agent Framework).

5.3 People For the configuration of the service desk, you need to assign somebody to the role SAP_SUPPDESK_ADMIN. In addition to SAP Solution Manager knowledge, basic CRM knowledge (such as business partners, iBase) is required.

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6 How to Measure the Success of the Implementa-tion?

To measure the success of the Incident Management Standard, you can check the efficiency of your support processes. The following statements will be true for efficient support proc-esses:

• End users can easily create error messages and send them to a central support or-ganization working in the SAP Solution Manager.

• Support employees use advanced tools to process the error messages and deliver fast problem resolution.

• Collaboration with SAP Active Global Support works smoothly.

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