Post on 05-Mar-2021
transcript
PUBLIC
November 2020
Valton Berisha
E: valton.berisha@concorn.com
M: 909 471 3574
I: www.concorn.com/snow
William Perez
E: william.perez@concorn.com
M: 713 855 2567
I: www.concorn.com/snow
SNOW Adapter by CONCORNSeamless Integration between SAP Solution Manager and ServiceNow
2PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
CONCORN
▪ Who we are
▪ Services
SNOW Adapter Overview
▪ Problem Description
▪ What is the SNOW Adapter
▪ Benefits of SNOW
▪ Installation Components
▪ Technical Overview
▪ Value Proposition
LIVE DEMO
▪ Integration with ChaRM
▪ Alert Direct – Integrate SAP Solution Manager ITSM with ServiceNow
▪ Help Direct – Integration of Managed System with ServiceNow
Q&A and Contact Info
▪ Questions and Answers
▪ Information of SNOW on SAP App Center / Carahsoft / CONCORN
▪ SNOW Videos
Agenda
CONCORN
4PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
About CONCORN
CONCORN Mission Statement:
“To profitably create, deliver and support comprehensive SAP and
Partner solutions to the SAP customer base that enables them to operate
their SAP Landscape with a low risk, highly effective environment. We
will achieve this both locally and globally with select partners
CONCORN Vision Statement:
“We add value to CONCORN’s and SAP’s customers by understanding their
business needs and requirements and recommending SAP and certified
partner solutions that reduce costs, improve revenues and can improve
customer acquisition and retention down to the end user experience.”
COMPANY DESCRIPTION
CONCORN is a professional consulting company specializing in Application Lifecycle Management powered by SAP Solution Manager
and third-party tools based on ITIL best practices. CONCORN is a California-based company. CONCORN has worked with companies
of all sizes, large and small, including many Fortune 500 companies, providing our exclusive solution / service offerings to help
implement process improvements that support business growth. CONCORN strives to maintain credibility by providing solutions for
a solid foundation to support the delivery of quality applications. Our solutions create the opportunity for our customers to achieve
greater speed and agility, collaboration, productivity and best maintenance practices, along with greater return on investment (ROI).
SAP
Accreditation Partner Quality
Program
5PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Services offered by CONCORN
Process, Project and Portfolio Management
Agile Project and Portfolio Management
(PPM) and ITPPM
Business Process Management (BPM)
Agile Methodology
Requirements to Operations
Implementation (ALM)
Business Process Management
SAP Business Process Documentation
/Blueprints
Business Process Modeling
Requirements Management
Custom Code Management
Test Management / TCoE
Test Strategy Assessments
Testing Center of Excellence (TCoE)
Performance Testing/ Cyber Security
Test Automation/Data Management
ITSM/Change Control Management/ Release
ITSM- Incident Management &
ServiceNow
Continuous Development
Change Request Management (ChaRM)
Change Impact Analysis (CIA)
DevOps/ Run SAP like a Factory/OCC
CoE/NOC/MCC
Run SAP like a Factory/ Operations Control
Center (OCC)
DevOps
LaMaLandscape
Management
Data Management
Design, UX/UI, Development, DevOps
Design, UX/UI
ABAP Developement
Agile ALM and DevOps
GCP, AWS, Azure, HCP, Open Source
Focused Solutions
Focused Build
Focused Insight
Focused Run
Engagement Models Time and Material Fixed Cost Managed Services Maintenance and Support
SNOW Adapter Overview
7PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Problem Description
What’s the current state of IT Operations?
• Large amount of customers working with manual processes
• Complexity, errors, lack of visibility and traceability
• Custom integrations are costly and make it more challenging to keep up with SAP and ServiceNow
latest updates and innovations
• Not best practices and uneven workflows
• Business and Technical information IS NOT consolidated from ONE UI
8PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: ALL in ONE Solution Integration
The SNOW adapter is the only product on the market
endorsed by SAP that integrates ServiceNow with
SAP Solution Manager on:
• Change Request Management (ChaRM)
• Application Operations
• Technical Monitoring
• Business Process Monitoring
• Job Monitoring
• Incident Management (ITSM)
• Incident to Incident
• Reporting and Dashboards
• Create Reports and Dashboards within
ServiceNow
9PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Business Benefits
• Instant access to SAP Alert Context via ServiceNow ticket
• Create Incidents in ServiceNow directly from back-end systems such as (ABAP, Fiori, S/4 Hana…etc.)
• Proactively reduce system downtime by quick reacting on issues and problems
• No need to configure ITSM in SAP Solution Manager (Direct Integration)
• ServiceNow Tickets contain SAP context for quick resolution
• Reduced user ‘Ping-Pong' due to ServiceNow ticket context completeness
• Automatic creation of Incidents in ServiceNow via SNOW enhancement
• No need to configure ITSM in SAP Solution Manager (Direct Integration)
• Reduce data replication and eliminate dual workflow management between the two systems
• Bi-directional integration including header integration details that provide greater visibility and traceability for Business and Technical users in the entire change life cycle
• Reduce risks to Production systems by enforcing data accuracy and approvals via ONE workflow
ChaRM Integration AlertDirect HelpDirect
More powerful and robust reporting by having key information from both tools in one central UI, therefore helping users such as Change Approvals Board members, Release Managers and overall Business users to gain greater visibility and efficientcy
Reporting
10PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
• Manages the operative aspect of
the change
• Direct integration with transport
management (Development and
Testing)
• System of record for all changes
• Leading system for approvals of
changes going into production
system
• Manage the administrative part of
the change process
Change Management System Roles
Change OwnerBusiness ManagerCAB Developer / TesterBasis Team
11PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Single Source of Truth for: Reporting / Dashboards / Analytics
▪ Change Type
▪ Status
▪ Change Cycle
▪ Tester
▪ Developer
▪ Change #
▪ ...
12PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Installation Components
SNOW Adapter is packaged and delivered in two parts:
• Scope application for ServiceNow
• An Add-on for SAP Solution Manager
SNOW Installation Milestones
ServiceNow
Scope Application
SAP Solution
Manager
Add-On
Deploy scope
application in
ServiceNow
Install Add-on
in SAP
Solution
Manager
Configure
SNOW
SNOW
Live
No Middleware
13PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Technical Overview and Architecture
/SNOW/ CONCORN Add-On
OData Service
Reports
BAdIs
REST API Wrapper
UI Enhancements
HTTPS
HTTPS
®
CONCORN Certified
Scoped Application
SAP Solution Manager
UI Enhancements
Service InterfaceReports
14PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Empower
reporting and
dashboards by
having all
information in
one source of
truth
Increase overall
ROI of SAP
Solution Manager
and ServiceNow
Implementation
and
Save time from high
cost resources by
eliminating data
replication and dual
workflow
management
Reduce system
downtime by quick
reactions on
issues and
problems
Reduce risks to
production systems by
enforcing data
accuracy and
approvals via ONE
workflow
Value Proposition
LIVE DEMO
16PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
AssessNew Authorize Review Closed
Created In DevSuccessfully
TestedCompletedTo Be Tested
Authorized
for
Production
Change Request
Change Document
Schedule Implement
Approved by
CAB
Imported into
Production
Cancelled
Change OwnerBusiness Manager
CAB/Release Manager Change Owner
ServiceNow Change Request to Deploy
Developer / TesterBasis Team
Withdrawn
SA
P S
olu
tio
n M
an
ag
er
17PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
CONCORN
www.concorn.com/snow
snow@concorn.com
Q & A
SAP App Center
SAP AppCenter
18PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW VIDEOS
CONCORN SNOW Adapter Intro Watch VideoCreate incidents in ServiceNow directly from Alert Inbox Watch VideoSelect change cycle directly from ServiceNow change request Watch VideoJump from ServiceNow to ChaRM Watch VideoJump from ChaRM onto ServiceNow Watch VideoCreate Incident Directly from Managed System Watch VideoAutomatic Creation of Change Document Watch Video
Extra Slides
SNOW Release 2.0, Q1 2021
20PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0
ITSM Integration:
Integration of ABAP-based SAP systems with ServiceNow ITSM
ITOM Integration:
Integration with ServiceNow Event Management
Integration of Focused Run and ServiceNow ITSM / Event Management
Allow SAP users to submit ServiceNow incidents directly from the SAP UI (Fiori, classic SAP GUI and more)
No need for Solution Manager ITSM, incident creation directly from ECC, S/4HANA or any ABAP-
based system
• Incidents have all relevant information attached automatically
• Automatic categorization and routing based on transaction code, module or SAP system
• Efficient duplicate management (automatic parent-child relationship between ServiceNow incidents)
• Embedded ServiceNow Knowledge Base search in SAP GUI
• Automatic SAP Note search
21PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0
Incomplete incident description from SAP end users
70% of the time is spent in the ‘investigate and diagnose’ phase of incident response
Inaccurate manual routing and categorization of incidents
The service desk has to manually assign the relevant assignment group, business service,
application service etc.
Many duplicate incidents
A high-impact incident affecting hundreds of SAP users may cause a lot of duplicate
incidents to be submitted by end users
Underutilized Knowledge Base
SAP users often don’t bother to do a search in the ServiceNow Knowledge Base
SNOW: How it will help – ITSM Module
22PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0
Depending on the problem type, the following information is attached automatically:
SAP user, system, and transaction details
Business context: screen field contents
Screenshots
Authorization report
Runtime error details (“short dump”)
Job log
Spool output
Application log
List of relevant SAP Notes
Browser console entries
Solution Manager Alert details
Benefits:
The Support Teams can immediately start working on a solution
Lower MTTR
23PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0 - Feature #1 – SAP Details Attached
Depending on the problem type, the following information is attached automatically:
SAP user, system, and transaction details
Business context: screen field contents
Screenshots
Authorization report
Runtime error details (“short dump”)
Job log
Spool output
Application log
List of relevant SAP Notes
Browser console entries
Solution Manager Alert details
Benefits:
The Support Teams can immediately start working on a solution
Lower MTTR
24PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0 - Feature #2 – Automatic Routing And Categorization
Set up rules either in an SAP customizing table or in ServiceNow to route your incidents to the relevant
Assignment Group
Based on transaction code
◼ For ex. incidents created from VA* shall go to the “SAP SD” Assignment Group
Based on application component
◼ For ex. incidents created from any transaction that belongs to the FI* component shall go to
the “SAP Finance” Assignment Group
Based on SAP system
◼ For ex. incidents created from SAP system BW* shall go to the “SAP BW” Assignment
Group
Based on UI technology
◼ For ex. all incidents created from Fiori apps shall go to the “SAP Fiori” Assignment Group
Custom business logic can be implemented on the SAP side or in ServiceNow:
Any other ServiceNow field can be populated based on SAP technical details
Benefits:
91% accurate routing (case study)
Lower MTTR
25PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0 - Feature #3 – Duplicate Management
• Monitor a specified timeframe (for ex. 24 hours) for incidents submitted from the same transaction /
program by any other user
• Relevant tickets are displayed for the end user
• If an incident was already created for the same error, end users can link their ticket to the existing one
with a single click
• The product will automatically establish a parent-child relationship between the existing and the new
incident
• All duplicate incidents show up in the Child Incidents tab on the incident form in ServiceNow
• Benefits:
Effective management of duplicates
Increased transparency
Less effort and cost for the service desk and support teams
26PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Release 2.0 - Feature #4 – Embedded Knowledge Base Search
• The list of relevant Knowledge Base articles are displayed in SAP GUI
• The current transaction code and the short description is the search criteria
• Double clicking on an article opens it in a browser window
Benefits:
End users often get a faster solution to their problem
Less incidents sent to ServiceNow
Total incident volume can be cut up to 12% using a well built and utilized Knowledge Base
27PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Case Study ( ITSM / ITOM)
Pharma Company Metrics Achieved:
• 28% decrease in average ticket resolution time
12% decrease in tickets with SLA breach
91% decrease in transfer of incidents between support groups
System downtime at a global manufacturing company:
Runtime error in production system due to a bug in an ABAP program
Production lines stopped in a plant
Manufacturing of vehicles halted for 1 hour
500.000 EUR loss in 1 hour
28% faster ticket resolution = 140.000 EUR savings
28PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: Upcoming Integration Q1 2021
Integration with ServiceNow Event Management
Events created whenever Solution Manager Events are raised
The logic of raising alerts based on events can be moved to ServiceNow Event
Management
Integration with SAP Focused Run
Automatic ServiceNow incident / event creation
29PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SNOW: ChaRM Q1 2021
Updates will be available soon
Contact information:
Valton Berisha – President / CEO
Clyde Ford – Sr. Vice President
William Perez – Sr. ALM Consultant
Mark A. Daley – Manager of Business Development
www.concorn.com
www.concorn.com/snow
Thank you.