2- solman - gustavo kunst

Solution ManagerOverview

© SAP 2009 /

The more transparente the Solutionthe more you benefit

All training information

All maintenanceactivities

All service planning, deliver and follow-up

information

All business processesAll systems

All monitoring dataAll service level information

All test information

All customer developments and functional enhancements

The entire documentation

All changeinformation

All incident and problem information

SAP

SOLUTION

MANAGER

© SAP 2009 /

Change Request Management

Manage support

package stacks Manage regular and

urgent corrections Follows ITIL standards

Adoption Scenarios

Service Desk Best Practices

for messaging Solution Manager

Diagnostics (SMD) Integration of

3rd-party help desks

Solution Monitoring System Monitoring SAP EarlyWatch Alert Service Level Reporting Central System Administration Business Process Monitoring

Implementation/Upgrade Of SAP solutions SAP methods & tools Global rollout Customizing synchronization E-learning management Test management

CORE

BUSINESS

PROCESSES

1 2

3

4

© SAP 2009 /

Adoption Scenarios during Lifecycle

Plan Build Run

Map business requirements and

perform initial scoping with SAP

Solution Maps from SAP Solution

Composer

Design, Configure, Document, Test and Go Live with SAP Solution

using SAP Solution Manager with ASAP Roadmaps – covers new implementation

and upgrade

Manage Solution Changes with Change Request

Management in SAP Solution Manager

1

Manage internal support using Service Desk in SAP Solution Manager

Run, Monitor and Operate SAP Solution with

SAP Solution Manager

2

3

4

Definecustomersolution based on

SAPprocesses

Roadmaps

Project Administration

Issue Tracking / Monitoring / Reporting

Roadmaps



Synchronize Cust. settings

Configure processes

Training

Define project

Set up systemlandscape

Define project



ProjectPreparation

BusinessBlueprint Realization Go Live

& SupportFinal

preparation

Testing

HandoverTo

Operations

Implementation/Upgrade Scenario – Overview

© SAP 2009 /

Plan Build Run




Composer



Manage internal support using Support Desk in


Run, monitor, and operate SAP Solution with


2

3

4


SAPprocesses

Roadmaps



Roadmaps




Configure processes

Training

Define project


Define project



ProjectPreparation


& SupportFinal

preparation

Testing

HandoverTo

Operations

Design, configure, document, test, and

Go-Live with SAP Solution using SAP

Solution Manager with ASAP Roadmaps —

covers new implementation

and upgrade

1


© SAP 2009 /

AcceleratedSAP Methodology

Description

http://service.sap.com/asap

AcceleratedSAP (ASAP) provides proven, comprehensive, repeatable and rich implementation methodology to streamline projects.

ASAP covers implementations, upgrades, strategic studies and more.

More info

© SAP 2009 /

ASAP Implementation Roadmap

© SAP 2009 /

Roadmap Adds Value to the Implementation

What to do, and when to

do it

Why and how you should do it

Accelerators,Samples, Templates

Who participates

Roadmap provides guidance on the following:

© SAP 2009 /

Implementation Content: Business Scenarios

Business Scenarios include various Business Process descriptions and guided configuration support for SAP Solutions

Availability: SAP ERP (Financials, Operations, HR, Corporate Services, …) SAP CRM SAP PLM SAP SCM SAP SRM SAP Financial &

Public Sector Industries SAP Service Industries SAP Manufacturing

Industries SAP NetWeaver

Business Scenario

Process Step

Process

Visualized by

ComponentView

© SAP 2009 /

Example: Upgrade Roadmap for mySAP ERP 2005

Upgrade Roadmap

Source-Release Target Release Accelerators

SAP R/3 3.1i – SAP ECC 5.0 SAP ECC 6.0 110 (21 unique)

SAP Learning Solution 2.0 and 3.0 SAP Learning Solution 6.0 42 (15 unique)

SAP SEM 3.0 – 4.0 SAP SEM 6.0 49 (13 unique)

FSCM 2.0 and 3.0 FSCM 6.0 44 (16 unique)

SAP E-Recruting 2.0 and 3.0 SAP E-Recruting 6.0 45 (16 unique)

SAP cProjects 2.0 – 3.1 SAP cProjects 4.0 51 (14 unique)

ISA WAC 4.0 XECO 5.0 43 (16 unique)

SAP XSS 5.0 SAP XSS 6.0 39 (14 unique)

© SAP 2009 /

Upgrade Roadmap Upgrade Roadmap

Example: Upgrading with SAP Solution Manager

ProjectPreparation

Define upgradeproject

Define upgradeproject

Analyze as-isIT landscape Analyze as-isIT landscape

Delta training

Delta training

Final Preparationfor Cutover

SAP Solution ManagerSAP Solution Manager – Supporting upgrade features

Production Cutover & Support

Solution UpgradeSolution Upgrade

Issue Tracking / Monitoring / ReportingIssue Tracking / Monitoring / Reporting

UpgradeBlueprint

Define exist./to-becore processes

Define exist./to-becore processes

Verify existingtesting materialVerify existingtesting material

UpgradeRealization

Configure newprocesses

Test processes

Configure newprocesses

Test processes

System Landscape Reporting

System Landscape Reporting

Identify release process and

function deltas

Identify release process and

function deltas

Create/use e-Learning material/Learning Maps

Create/use e-Learning material/Learning Maps

Common upgrade IMGs, Identify

upgrade-relevant config. settings

Common upgrade IMGs, Identify

upgrade-relevant config. settings

Plan and execute tests

Plan and execute tests

© SAP 2009 /

Test Management

TestTest

TestExecution

TestTest

TestTest

TestTest

Test package

Assignment of test packages

to testers

Test packageTest package

Test package

Test package

Test package

Collection of test cases

Project structure with

assigned test cases

Selection of test cases

Test plan

Test analysis

© SAP 2009 /

Central Test Management

Example: Sales Order Processing

© SAP 2009 /

Service Desk Scenario Integration

CustomerCustomer SAPSAP

Find

Solution

6Provide Solution

2

Search for

Solution

Customer'sSolution Database

1

Report

Incident

SAP SystemService Desk

End UserEnd User SolutionSupportSolutionSupport

SAP ServiceMarketplaceSAP ServiceMarketplace

SAP Note DatabaseService Products

Best Practices

Provide Solution

SAP SupportSAP Support4Forward Problem

3 Perform Root Cause Analysis

Perform Root Cause Analysis

5

© SAP 2009 /

SAP Solution Manager – e-Learning Management

Create Learning Units

1

Edit Learning Content

2

Collect, Categorize, and Store Content

3

Deploy Learning Content to Users

4

Re-Use Content 5

Update Existing Materials

6

© SAP 2009 /

Source: SAP Upgrade Survey 2004 (700 interviews)

10%

20%

30%

40%

50%

SAP Solution Manager Attacks Known Cost Drivers in Upgrade

IT infrastructure

Technical upgrade / Minimum downtime

Adapt application / Modification adjustment

Project management

End-User training

Efficient testing

Change Management

E-Learning Management

Test Management

Upgrade Roadmap


SAP Downtime Assessment

SAP Modification Clearing ServiceSAP Test Management Optimization

SAP Solution Manageras Service Platform

SAP Solution Manageras Service Platform

Upgrade Services

Solution Monitoring Scenario – Overview

© SAP 2009 /

Adoption Scenarios During Lifecycle

Plan Build Run




Composer



and upgrade



1

Manage internal support using Service Desk in


3

4


SAPprocesses

Roadmaps



Roadmaps




Configure processes

Training

Define project


Define project



ProjectPreparation


& SupportFinal

preparation

Testing

HandoverTo

Operations



2

© SAP 2009 /

Solution Monitoring Scenario – Overview

Service Level Management Periodic, long-term, and cross-system reporting, including business

processes based on SAP EarlyWatch Alert

System Monitoring Real-time monitoring of business processes and system components based

on the monitoring infrastructure

Business Process and Interface Monitoring Monitoring of core business processes Covers all technical and business application-specific functions required for a

smooth and reliable flow of business processes

© SAP 2009 /

The Concept: Central Solution Monitoring

SAP Service Marketplace

Central MonitoringInstance

SAP Active Global

Support

CUSCUS

SCMSCM

CUSCUS

FVSFVS

4.6C4.6C

PLMPLM

System administrator

© SAP 2009 /

Business Process and Interface Monitoring

Detailed procedures for error handling and problem resolution

Precise definition of contact persons and escalation paths

Tight integration of the customer’s support organization

Alert dashboardAlert dashboard

Alerts overview of businessProcess step

Alerts overview of businessProcess step

Monitoring session withdetailed information in the steprelated check

Monitoring session withdetailed information in the steprelated check

Expert monitors directlylinked in satellitesystems

Expert monitors directlylinked in satellitesystems

© SAP 2009 /

Solution Reporting

System n

EWA ReportsEWA

Reports

Service LevelReporting

Service LevelReporting

+ BPMon-Data

Service ReportingService

Reportingor other

Services Data

BW Content

BI queriesBI queries

System 2

…

CollectedEWA Data

SAP NetWeaver BISAP NetWeaver BI

CentralPerformance

History

CentralPerformance

History

EWA Data

EWA Data

System 1

EWA Data

BW Content

SAP Solution ManagerSAP Solution Manager

CCMS Monitoring InfrastructureCCMS Monitoring Infrastructure

AvailabilityReporting

AvailabilityReporting

© SAP 2009 /

Integration of 3rd-Party Tools


CCMS Monitoring Infrastructure (“RZ20)

MonitoringInfrastructure

SolutionLandscape

Monitoring Agent

3rd-Party Components

Report Alerts

3rd-Party System

Management Console

Trigger consolein case of an alert(SAPConnect;SNMP; XML)

Detailed Analysiswith 3rd-party tools

SolutionMonitoring

Service Desk Scenario – Overview

© SAP 2009 /



2


Plan Build Run




Composer



and upgrade



1

4


SAPprocesses

Roadmaps



Roadmaps




Configure processes

Training

Define project


Define project



ProjectPreparation


& SupportFinal

preparation

Testing

HandoverTo

Operations



3

© SAP 2009 /

Service Desk Scenario

Full-feature message application! Directly integrated with SAP Active

Global Support End users can create messages from within any SAP system

or from a browser All SAP system data and context is

collected automatically! Internal billing and controlling possible Advanced reporting Customer Solution Database IC WebClient capable Third-Party Integration-capable

© SAP 2009 /

Service Desk Process

User SolutionSupport

SAP ServiceMarketplace

Customer SAP

SAP SystemService Desk

SAP Solution

Manager +Diagnostics

SAP NotesDatabase

Customer’sSolutionDatabase

SAP Support

Search solutionIncident is

reported

Solution

available?

Forward

problem

Root Cause

Analysis

Solution

Root Cause

Analysis

Provide

solution

© SAP 2009 /

Service Desk Integration with Third-Party Help Desks

Contains an open, bi-directional Interface for the exchange of problem messages between SAP Solution Manager 4.0 and third-party help desk applications, enabling Solution Manager Service Desk to be integrated into existing help desk applications of a support infrastructure.

based on Web-Services (simple, flexible, platform independent) aligned with existing standards for message exchange (e.g. SOAP protocol)

Solution ManagerSAP Support

SAP Customer

Support Desk

RFC

External Help Desk

SOAP/HTTPW

eb

Services

SAP Application

RF

C

MessageMessageMessage

Web

S

ervices

Change Management Scenario – Overview

© SAP 2009 /



2


Plan Build Run




Composer



and upgrade

1



3


SAPprocesses

Roadmaps



Roadmaps




Configure processes

Training

Define project


Define project



ProjectPreparation


& SupportFinal

preparation

Testing

HandoverTo

Operations



4

© SAP 2009 /

Change Request Management Scenario

SAP‘s scope of application management includes all types of application changes Emergency corrections Periodic maintenance Business process changes, implementation and upgrade projects

Change Request Management strengthens the strategy of SAP Solution Manager as SAP‘s application management platform which Ensures reliability Reduces Total Cost of Ownership and increases Total Solution Value Bridges the gap between business requirements and IT administration

© SAP 2009 /


Three Tiers of Change Request Management

Management of all

change requests

Change request categorization

Change documentation

Approval workflow

Status reporting

Complete change history

Change Admin

Customizing & Development (Realization)

Test execution

Seamless integration into TMS

Transport scheduling

Transport tracking

Change LogisticsProject Management

Project planning & budgeting

Project documentation

Customizing & Development (Specifications)

Test management

© SAP 2009 /


Change Request Management – Sample Process

Change Request

Service Message

Developer

Requester

Tester

ChangeManager

DEV

IT Operator

QAS

PRD

Controlled transports

Controlled transports

Service Desk Employee

Ser

vice

Des

kC

han

ge

Req

ues

t M

anag

em

ent

ChangeDocument Task

List

Feedback

Maintenance Cycle

SAP End to End Root Cause Analysis - Overview

© SAP 2009 /

End-to-End Root Cause Analysis and Solution Monitoring with SAP Solution Manager

PROBLEM DETECTION = SOLUTION MONITORING

IT Reporting &Analytics

IT Health Check

Aggregate

Evaluate

C(++)ABAP Java .NET

Component Root Cause Analysis

End-to-End Root Cause Analysis

End-to-End Change Analysis End-to-End Workload Analysis End-to-End Exception Analysis End-to-End Trace Analysis

Select

PROBLEM RESOLUTION = ROOT CAUSE ANALYSE

SAP SOLUTION MANAGER

© SAP 2009 /

End-to-End Trace: From Browser To Disk

InstrumentedBrowser

Enterprise Portal

ECC

WANNetwork

PresentationLogic

ApplicationLogic

Database

Create Passport1 Activate Trace2 Activate Trace3

Correlation ID

Trace Flags

HTTP Header

Correlation ID

Trace Flags

HTTP Header

Correlation ID

Trace Flags

HTTP Header

E2E Trace Display in SAP Solution Manager

SAP Enhancement Packages installation with Solution Manager

© SAP 2009 /

Enhancement of Solution Manager- Maintenance Optimizer calculates the correct

software component versions and support package stack you need to install depending on chosen Technical Usage

- In addition Maintenance Optimizer provides a definition file, which can be read by the installation tools in order to create a valid import queue

Simplified Installation: Enhanced SAP lifecycle tools

© SAP 2009 /

Solution Manager Maintenance Optimizer

Technical usage: predefined, installable

subsets of an SAP enhancement package

for SAP ERP

SAP Note 1052470 maps identified

business functions to a technical usage

You enter the technical usage in the

Maintenance Optimizer and it

automatically calculates the relevant

download files

Prerequisites:

- Solution Manager 4.0 SP12 or higher,

Accuracy of system data

- Data maintenance with Solution Manager

System Landscape (SMSY)

* This is an example of installed software components in SAP ECC. For Java components and BI-, PI- and Enterprise Portal content, a different installation procedure would be used.

© SAP 2009 /

Solution Manager (MaintenanceOptimizer) & Managed Systems

ABAP Java

OS-Tools + Kernel

MOPZSLD

Solution Manager System: - Maintenance Optimizer - Business Blueprint & system

landscape data maintained (SOLAR01 & SMSY)

Managed Systems

ABAP Java

OS-Tools + Kernel

SPAM JSPM

ABAP

OS-Tools + Kernel

SPAM

Java

OS-Tools + Kernel

JSPM

Generated viaMaintenance Optimizer

Only with SP14

Only with SP14

Stack.XML

© SAP 2008 / Page 41 / EHP Technology Facts 3.1

Important to know about Solution Manager

© SAP 2009 /

SAP Solution Manager – Basic Configuration

Fast and easy configuration of SAP Solution Manager Enterprise Edition

Initial Setup

Basic configuration

Connection and configuration of managed systems

Main Features

Single, easy to use wizard

Highly automated configuration

Integrated documentation for each step

Integrated project management via SOLAR02

Easy access to open tasks and postponed activities

Configure all managed systems from one

central entry point

Fast and easy configuration of SAP Solution Manager Enterprise Edition

Initial Setup

Basic configuration

Connection and configuration of managed systems

Main Features

Single, easy to use wizard

Highly automated configuration

Integrated documentation for each step

Integrated project management via SOLAR02

Easy access to open tasks and postponed activities

Configure all managed systems from one

central entry point Transaction:

SOLMAN_SETUP

© SAP 2009/ Page 43

© SAP 2009 /

Third-Party Applications

Adapters

Extensions

SAP Solution Manager – Adaptability and Extensibility

SAP Test Data Migration Server

SAP Solution Manager Adapter for SAP Quality Center by HP

Process Scheduling Adapter for SAP Solution Manager

SAP ProductivityPAK by RWD Adapter for SAP Solution Manager

SAP Central Process Scheduling by Redwood

SAP Quality Center by HP

SAP ProductivityPAK by RWD

SAP Test Accelerator and Optimizer

SAP Solution Manager – Enterprise Edition

Require-ments

Design

Deploy

Build & Test

Optimize

Operate

Application Management

Open S

erv

iceD

esk In

terfa

ce

CA Wily IntroscopeIs part off SAP Solution Manager shipment

SAP Extended Diagnostics byCA Wily

© SAP 2008

© SAP 2009 /

SAP Solution Manager – Summary of Benefits

Supports implementation – Speeds up your Return on Investment

Central platform for key implementation activities Support of global template projects Central repository for documentation and issues Unique customizing distribution and comparison features Process-driven blueprint, configuration, testing, e-Learning Standard scenarios available for mySAP CRM, mySAP SCM, mySAP SRM

Supports operation – Reduces your Total Cost of Ownership

Insures maximum availability and transparency of SAP solutions Automatic notification when support services are needed Automatic reporting of key performance indicators for each system Solution monitoring including business process monitoring Full support desk functionality with SAP back office integration Issue tracking and reporting to safeguard implementation and operation Change Request Management

© SAP 2009 /

Gustavo Kunst Technical Support Consultant Active Global Support

SAP Multi Country Latin America

[email protected]

Gustavo Kunst Technical Support Consultant Active Global Support

SAP Multi Country Latin America

[email protected]

Thank you

2- solman - gustavo kunst

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