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David Birkenbach– ALM Solution Management Why SAP IT Service Management on SAP Solution Manager ? Level 1
David Birkenbach– ALM Solution Management
Why SAP IT Service Management on SAP Solution
Manager ? Level 1
Why IT Service Management with SAP Solution Manager ?
Top 10 SAP ITSM
© 2012 SAP AG. All rights reserved. 3
1 6
Best Practice Which content delivers the solution?
Openess What about my existing toolset?
2 7
Flexibility Will the user like it?
Innovation Are future investments planned?
3 8
Scalability Are all my requirements fulfilled?
Support What if I run in trouble with my solution?
4 9
Interaction How does it interact with my applications??
Services Who helps me in the implemenation?
5 10
Integration Can the solution be integrated in my SAP landscape?
Unique Value What is unique with SAP and what say customers who use it?
© 2012 SAP AG. All rights reserved. 4
Incident- Problem- Request Mgnt.
Analytics
ITIL Best Practices
© 2012 SAP AG. All rights reserved. 5
Incident- Problem- Request Mgnt.
Analytics
© 2012 SAP AG. All rights reserved. 6
Incident- Problem- Request Mgnt.
Analytics
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
Roles & UIs
© 2012 SAP AG. All rights reserved. 7
Incident- Problem- Request Mgnt.
Analytics
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
© 2012 SAP AG. All rights reserved. 8
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
Roles & UIs
Out-of-the-box Configuration
Cu
sto
miz
ing
Custo
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 9
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
Roles & UIs
© 2012 SAP AG. All rights reserved. 10
SAP Applications Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI Roles & UIs
SAP Solution Manager
Interactions
ITIL Best Practices
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 11
SAP Applications Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI Roles & UIs
ITIL Best Practices
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 12
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
SAP Solution Manager
Interactions
SAP Solution Manager
Interactions
Service Interactions
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
Roles & UIs
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 13
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
SAP Solution Manager
Interactions
SAP Solution Manager
Interactions
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
Roles & UIs
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 14
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
SAP Solution Manager
Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 15
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
SAP Solution Manager
Interactions
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
© 2012 SAP AG. All rights reserved. 16
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt O
pe
n In
terf
ace
s
Standard Interfaces
© 2012 SAP AG. All rights reserved. 17
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
SAP Solution Manager (core)
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt O
pe
n In
terf
ace
s
Standard Interfaces
3rd party Service
Desk
3rd party
infrastructure mgnt.
tool
3rd party change
execution
SAP IT Infrastructure
Management HP Quality Center
© 2012 SAP AG. All rights reserved. 18
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt
Standard Interfaces
Mobile apps Customer
requirements
Cloud solutions
© 2012 SAP AG. All rights reserved. 19
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
S
A
P
S
u
p
p
o
r
t
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt O
pe
n In
terf
ace
s
Standard Interfaces
© 2012 SAP AG. All rights reserved. 20
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
ITIL Best Practices
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
S
A
P
S
u
p
p
o
r
t
Out-of-the-box Configuration
Cu
sto
miz
ing
Cu
sto
m
De
ve
lop
me
nt O
pe
n In
terf
ace
s
Standard Interfaces
© 2012 SAP AG. All rights reserved. 21
Service
Catalogue
Service
contracts
Configuration
Management
Interaction
Center Pricing
SAP Applications
Non SAP
Applications Infrastructure
E2E Alerting Change
Execution Root Cause
Analysis Solution docu. Testing
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules Framework Org.
Management
Config
ura
tio
n
Mgnt.
SA
P B
usin
ess
Info
rmatio
n
Serv
ice L
evel
Mgnt.
Requirem
ents
Mgnt.
Service
Desk
Processor
UI custom...
Self
Service UI
SAP HR / FI SAP
Analytics
SAP asset
Mngt.
SAP Shared
Services
SAP
Frontends /
Backend
S
A
P
S
u
p
p
o
r
t
Op
en
In
terf
ace
s
Standard Interfaces
© 2012 SAP AG. All rights reserved. 22
© 2012 SAP AG. All rights reserved. 23
© 2012 SAP AG. All rights reserved. 24
…a few customer quotes….
“As a consequence, the response time for
inquiries by end-users has been reduced by
10% on a monthly average by utilizing
incident management service with the
service-desk functionality of SAP Solution
Manager..” Takashi Takeda, IT Manager @Furukawa
Sangyo Kaisha, LTD (APJ)
“…with Service Desk in SAP Solution
Manager …a communication channel
between IT, key users, and application end
users…, which has increased productivity by
15% in the last 3 months. We expect that
within 6 months this will increase up to 30%
in both business and IT” Pedro Muro, IT Director @
Casa Ley (NA)
“After configuring the service desk functionality in
SAP Solution Manager 7.1, we have been getting
positive feedback from users regarding the quick
resolution of incidents.
…. The service desk has leveraged
communication between IT and users, resulting
in a 20% increase in productivity in the last
couple of months. .” Amir Zein Mahmoud, SAP Project
Manager @ Kama for Manufacturing Company (EMEA)
“Change request management in SAP
Solution Manager helps us to better control
our releases to production, and fully
supports our change and release
management process.
…This has already improved our efficiency
by approximately 10%, and will allow us to
be more proactive with integration conflicts.” Caroline Paxton, Manager SAP Technical@ Lonmin
Platinum (EMEA)
Thank You!
David Birkenbach ALM Solution Management
ITSM, Incident & Problem Management
SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf
