charm sp10 day4

Day 4

Joana Tomaszewski

February 12th, 2015

Expert Guided Implementation

Change Control Management III:Change Request Management Basic Functions for SAP Solution Manager 7.1 SP10

2014 SAP AG or an SAP affiliate company. All rights reserved. 2

Expert Guided Implementation Schedule:SAP Solution Manager 7.1 SP10 - Change Request Management

Day 1 Day 2 Day 3 Day 4

Empowering lessonSAP expert explains the planned

Change Request Management

proof-of-concept and shows

fulfillment of prerequisites (Web session, 1-2 h. in the morning)

Empowering lessonStep-by-step explanation of:


Basic Configuration overview of

advanced functionalities (Web session, 1-2 h. in the morning)



Basic Configuration overview of

advanced functionalities (Web session, 1-2 h. in the morning)



process (incl. latest features) and

Release Management (Web session, 1-2 h. in the morning)

Execution by customerCheck and fulfill prerequisites by

customer in own system backed

by on-demand expertise and

support(Remote support in the afternoon)

Execution by customerConfiguration by customer of


Configuration steps (guided

procedure in SOLMAN_SETUP)

like Copy Transaction Types,

Creation of Transport Routes etc. (Remote support in the afternoon)

Execution by customerConfiguration by customer of


Configuration steps (guided

procedure in SOLMAN_SETUP)

like Copy Business Role etc.,

Verification and execution by

customer in own system(Remote support in the afternoon)

Execution by customerVerification and execution by

customer in own system(Remote support in the afternoon)

Goal of the day

Configuration checks after

basic and initial setup of SAP

Solution Manager

Preparation of demo system

landscape for proof-of-concept

Goal of the day


Configuration Part I

TMS Configuration

Creation of Business Partner

Goal of the day


Configuration Part II

UI Configuration: Business

Role

Project & Release

Management

Goal of the day

Project & Release

Management Part II

Transaction Types: Request for

Change, Normal Change,

Urgent Change, Defect

Correction. Administrative

Change, General Change


Expert Guided Implementation for ChaRM

Additional Advices on Slides

On the top right corner additional information are

displayed concerning the actual slide/activity/topic

manual activity

automatic activity

optional

Activity can be performed automatically.

Default parameters are set in this

configuration step.

Activity has to be performed manually.

In most cases more than one activity has to

be performed.

Information has to be entered.

Optional step which is not relevant for the

basic ChaRM scenario.

Required according to your business needs.

Additional information/explanation is

provided according to the current topic.


Expert Guided Implementation Agenda

Review Day 3

Change Request Management Configuration Part II

Perform Standard Configuration Part II Step 3

Configure User Interface Step 7

Create Managed System Users Step 8

Change Request Processes Part I

Project & Release Management

Standard Workflows

Request for Change



Day 4

Change Request Processes Part II

Standard Workflows

Normal Change

Urgent Change

Defect Correction

Administrative Change

General Change

Wrap-up

Authorizations

Analytics

Useful SAP Notes & Documentations

Questions & Answers


Defect

Correction

Normal

Change

Urgent

Changes

SAP Solution Manager Project (Maintenance Project)

Admin

Change

Standard Workflows

Normal Change Architecture Overview


Scenario

Request for Change was already created and approved

New region code shall be customized

Involved Roles

Change Manager

Peter Parker

categorizes,

approves and

monitors change

requests.

Developer

Harry Osborn

implements a

change and hands

over to the tester.

Tester

Virginia Potts

tests a change,

sets status in the

change

document.

IT Operator

Tony Stark

takes care of

software logistics.

Standard Workflows

Normal Change Involved Roles & Users


SAP Solution Manager

DEV

QAS

PRD

Controlled transports


ITS

MC

ha

ng

e R

eq

ue

st

Ma

na

gem

en

t

Task

List

Feedback

Lock Incident

IT Support

1st LevelIncident

Problem

Request for

Change

Change

Document

IT Support

2nd Level

Developer

Tester

IT Operator

Change

Manager

Requester

e.g. Normal Change

Maintenance Cycle

Standard Workflows

Normal Change Process


Change Manager Developer Tester IT-Operator Batch Job

Set status toIn Development

Execute changes & Release task

Pass change to

Test

Import transport of

copies

Confirm successful test

Perform test

Trigger import of original transports

Set status to Imported in Production

Switch MaintenacePhase back toDev. with Release

Switch Maintenance

Phase to Go-Live

Perform scenario tests

QAS

DEV

Legend:

Steps of

Normal

Change

Steps of Manage

comprehensive

Change

Management

Process

DEV

QAS

PROD

Development

system

quality assurance

system

production

system

QAS

Import of original

transports

QAS

Trigger import


Import of original

transports

PROD

Switch Maintenance Phase to Test

Authorize

Request for Change

and classify as

Normal Change

Standard Workflows

Normal Change Process Detail


Test Transport

PRDQASDEV

Transport buffer Transport buffer

Legend:

Normal Change

Transport of Copies

Original Workbench or

Customizing transport

Transport of

Copies and

original transport

reach QAS

Only original

transport follows

the transport

routes to PRD

Standard Workflows

Normal Change Transport of Copies


ProcessesNormal Changes & Transport of Copies

Transaction: SM_CRM

Transaction: STMS


The Normal Change relates to the life cycle of the project.

Each project can have as many Normal Changes as required.

A Normal Change can be shared by multiple developers, and multiple transport requests and transport tasks can be created.

A Normal Change phase depends on the phase of the project cycle.

Normal Changes can only be distributed by import project.

Transport requests/tasks can be created and exported from within the service request.

Project exports and imports can be managed by the maintenance Task List.

Standard Workflows

Normal Change Summary


Demo: Standard Process Normal Change

Standard Workflows

Normal Change - Demo



Day 4


Standard Workflows

Normal Change

Urgent Change

Defect Correction


General Change

Authorizations

Analytics


Questions & Answers


Defect

Correction

Normal

Change

Urgent

Changes


Admin

Change

Standard Workflows

Urgent Change Architecture Overview


Scenario



Involved Roles

Change Manager

Peter Parker

categorizes,

approves and

monitors change

requests.

Developer

Harry Osborn

implements a

change and hands

over to the tester.

Tester

Virginia Potts

tests a change,

sets status in the

change

document.

IT Operator

Tony Stark

takes care of

software logistics.

Standard Workflows

Urgent Change Involved Roles & Users



DEV

QAS

PRD



ITS

MC

ha

ng

e R

eq

ue

st

Ma

na

gem

en

t

Task

List

Feedback

Lock Incident

IT Support

1st LevelIncident

Problem

Request for

Change

Change

Document

IT Support

2nd Level

Developer

Tester

IT Operator

Change

Manager

Requester

e.g. Urgent Change

Maintenance Cycle

Standard Workflows

Urgent Change Process



Authorize

Request for Change

and classify as

Urgent Change

Set status toIn Development

Execute changes

Set status toTo Be Tested

Release & Import

Perform test


Import change to production system

CompleteUrgent Change

DEV

QAS

Import change

Authorize changefor production

Confirm change in production system

QAS

Legend:

Steps of

Urgent

Change

Steps of Manage

comprehensive

Change

Management

Process

DEV

QAS

PROD

Development

system

quality assurance

system

production

system

PROD

Standard Workflows

Urgent Change Process Details


The Consistency of Urgent Changes and Maintenance Activities remains protected!

Transport bufferTransport buffer

PRDQASDEV

Legend:

Normal Changes

Consolidated Transport

Urgent ChangeUrgent Change

Normal Changes

Test of all

Changes

Import in correct

order to ensure

consolidated

system state

Standard Workflows

Urgent Change Consolidated Transport


Normal Change Urgent Change

Transport requests have to be created

manually using the corresponding

assignment block.

Transport requests will be created

automatically (Pop-Up) if status In

Development has been reached.

Test transports are used during the phase

Development with Release.

Test transport functionality is not

available.

Transports are exported and imported in

concordance with the phases of the

maintenance cycle.

Transports can be propagated directly into the follow-on systems but remain in the transport buffer.

A violation against the separation of

functions is only a warning.

Developer and tester must be different

persons.

No individual task list but the task list of

the maintenance cycle is used.

An individual task list is used.

Standard Workflows

Differences between Normal and Urgent Changes


Demo: Standard Process Urgent Change

Standard Workflows

Urgent Change - Demo



Day 4


Standard Workflows

Normal Change

Urgent Change

Defect Correction


General Change

Authorizations

Analytics


Questions & Answers


Defect

Correction

Normal

Change

Urgent

Changes


Admin

Change

Standard Workflows

Defect Correction Architecture Overview


Scenario



Involved Roles

Change Manager

Peter Parker

categorizes,

approves and

monitors change

requests.

Developer

Harry Osborn

implements a

change and hands

over to the tester.

Tester

Virginia Potts

tests a change,

sets status in the

change

document.

IT Operator

Tony Stark

takes care of

software logistics.

Standard Workflows

Defect Correction Involved Roles & Users



Cycle

Transaction

DEV

QAS

PRD



Ch

an

ge R

eq

ue

st

Ma

na

ge

me

nt

Defect

Correction

Developer

Tester

IT Operator Project Phases

Task

List

Change

Manager

Standard Workflows

Defect Correction Process



Import

QAS

Legend:

Steps of

Defect

Correction

Steps of Manage

comprehensive

Change

Management

Process

DEV

QAS

PROD

Development

system

quality assurance

system

production

system

CreateDefect Correction

Set status toIn Correction

Perform Correction

Pass correctionto retest

DEV

Perform retest


QAS

Switch Project

Phase to Go-Live


Import of original

transports

PROD

Release Transport Request

Standard Workflows

Defect Correction Process Detail


Defect Corrections can only be used in the Test phase.

Defect Corrections do not require an approval.

Defect Corrections allow inserting any system of the system landscape as a

reference, supposedly a test system.

Defect Corrections must be released before status preparation for go-live is set.

Defect Corrections allow creating and releasing transport requests.

Standard Workflows

Defect Correction Summary


Demo: Standard Process Defect Correction

Standard Workflows

Defect Correction Demo



Day 4


Standard Workflows

Normal Change

Urgent Change

Defect Correction


General Change

Authorizations

Analytics


Questions & Answers


Defect

Correction

Normal

Change

Urgent

Changes


Admin

Change

Standard Workflows

Administrative Change Architecture Overview


Scenario


A new user shall be created in a system

Involved Roles

Change Manager

Peter Parker

categorizes,

approves and

monitors change

requests.

IT Operator

Tony Stark

takes care of

software logistics.

Standard Workflows

Administrative Change Involved Roles & Users



Request for

Change

Service Desk

Message

DEV

QAS

PRD



Se

rvic

e D

es

kC

ha

ng

e R

eq

ue

st

Ma

na

ge

me

nt

Administrative

Change

Feedback

Requester

Service

Desk

Employee

Change

Manager

IT Operator

Project Phases

Task

List

Standard Workflows

Administrative Change Process



Authorize

Request for Change

and classify as

Admin Change

Set status toIn Process

Execute admin activities

Set status toCompleted

Legend:

Steps of

Admin

Change

Steps of Manage

comprehensive

Change

Management

Process

DEV

QAS

PROD

Development

system

quality assurance

system

production

system

DEV

QAS

PRD

ConfirmAdmin Change

Standard Workflows

Administrative Change Process Detail


Administrative Changes allow performing any action including actions where no

transport request is needed (including logon system that can be performed within

one particular system): server switching, browser update etc.

An Administrative Change can be created during all phases of a project and

allows logon any system that is part of the project.

Access to the task list is provided.

Standard Workflows

Administrative Change Summary



Day 4


Standard Workflows

Normal Change

Urgent Change

Defect Correction


General Change

Authorizations

Analytics


Questions & Answers


A general change document can be created during all phases of a project. The change document General Change is totally independent of a project and can even be used without a project.

General change documents provide an abstract status scheme for the implementation of those kinds of changes.

Use Case: The general change document supports the documentation of all non-system related changes (e.g. printers or other IT-assets) or other legacy systems changes

IT Assets


Request for

Change

Service Desk

Message

Serv

ice D

esk

Ch

an

ge R

eq

ue

st

Man

ag

em

en

t

General

Change

Feedback

Requester

Service

Desk

Employee

Change

Manager

IT Staff

General Change*

*) F

or

SA

P E

nte

rpri

se

Su

pp

ort

an

d P

SL

E

Standard Workflows

General Change Summary


Process Details Change Request ManagementInvolved Roles & Users

Scenario


A defect printer shall be exchanged with a new one

Involved Roles

Change Manager

Peter Parker

categorizes,

approves and

monitors change

requests.

IT Staff

Harry Osborn

implements a

change and hands

over to the tester.

Tester

Virginia Potts

tests a change,

sets status in the

change

document.


Process Details Change Request ManagementGeneral Change

Change Manager IT Staff Tester / Requester IT-Operator Batch Job

Authorize

Request for Change

and classify as

General Change

Set status toIn Process

Execute changes

Set status toTo be Tested

Perform test


ConfirmGeneral Change

Evaluate Change

Legend:

Steps of

General

Change

Steps of Manage

comprehensive

Change

Management

Process

Set status toTo be documented

Document Change

Set statusTo be evaluated

Implement Fallback

Ok

Not Ok

Set status to Canceled



Day 4


Standard Workflows

Authorizations

Analytics


Questions & Answers


AuthorizationsDemo System Landscape

Authorization for

Managed Systems


Authorization


System 7.1


(Client 200)

DEV

(Client 801)

QAS

(Client 802)

PRD

(Client 803)


Authorizations SAP Solution Manager System

Roles and Profiles in SAP Solution Manager System:

Composite / Single Role Partner Function Remarks

SAP_CM_CHANGE_MANAGER_COMP Change Manager Approve or reject change requests

SAP_CM_DEVELOPER_COMP Developer Corrections in the maintenance and

development systems

SAP_CM_TESTER_COMP Tester Test and validate corrections in the test system

SAP_CM_OPERATOR_COMP IT Operator Import corrections into the production system;

task list

SAP_CM_PRODUCTIONMANAGER_COMP Change Manager Approve imports into the production system

SAP_SOCM_REQUESTER Requester Create change requests

SAP_CM_ADMINISTRATOR_COMP Change Manager Customize and check Change Request

Management functions *

SAP_SM_CRM_UIU_FRAMEWORK All Users General authorization UIU_COMP for UIU

Framework for SAP Solution Manager

SAP_SM_CRM_UIU_SOLMANPRO All Users CRM navigation role for Solution Manager

(mapped to SOLMANPRO)


(Client 200)


Authorizations Managed Systems

Roles and Profiles in Managed Systems:

Composite / Single Role Partner Function Remarks

SAP_CHANGEMAN_DEVELOPER Developer Authorizations for developers;

role and profile contain CTS authorizations for developers:

no authorization to create transport requests and no

authorization to release transport requests, but to create

and release tasks.

SAP_CHANGEMAN_OPERATOR IT Operator Authorizations for operators; role and profile contain CTS

authorizations for operators: all transport authorizations; no

configuration authorizations

SAP_CHANGEMAN_ADMIN Change Manager Authorizations for administrators; role and profile contain

CTS authorizations for administrators: all authorizations in

the CTS (including configuration)

DEV

(Client 801)

QAS

(Client 802)

PRD

(Client 803)


Authorizations Authorization Objects

In general these are the most important authorization objects:

Authorization Object Remarks

B_USERSTAT & B_USERST_T Authorization to set a status value. For each status value

an individual authorization key exists.

CRM_ORD_PR & CRM_ORD_OP Corrections in the maintenance and development

systems

S_RFCACL To create an RFC connection of type TRUSTED the

authorization object S_RFCACL is necessary for the user

in the Solution Manager and also in the Managed

System.

S_RFC The authorization object S_RFC controls the RFC access

to function groups.

S_TRANSPRT Authorization Object for the Transport Organizer.

S_CTS_ADMI Authorization Object for Administration functions in the

Change and Transport Systems.


Authorizations Available Documentations

The most important information sources for establishing an

authorization concept are:

Security Guide SAP Solution Manager 7.1

http://service.sap.com/instguides/ SAP Components SAP Solution Manger Release

Operations Security Guide SAP Solution Manager

SDN Wiki SMAUTH

http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home

http://service.sap.com/instguides/http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home



Day 4


Standard Workflows

Authorizations

Analytics


Questions & Answers


AnalyticsOverview

ITSM on

SAP

Solution

Manager

Online Monitoring

ITSM Processor

Based on Search functionalities

Easy access via Saved searches

Graphical display

Post-processing via spreadsheet export

OLTP (Interactive)

Reporting

ITSM Team Manager

Predefined ITSM KPIs

Operational reports

Individual creation of reports via wizard

Sharing of reports

+ SAP

Solution

Manager

BW

Business Warehouse

Reporting

ITSM Service Manager

ITSM & Cross ALM KPIs

Based on historical data (OLAP)

Predefined Web Templates

Easily extensible by customer

Dashboard Reporting

IT Manager

Based on SAP BusinessObjects

Dashboards technology

Predefined Dashboard Apps

Easy compilation of own dashboards,

based on dashboard apps


Analytics Reporting & Tracking Functionalities

Which change requests are in process/completed...?

How long do change requests take to be completed?

Which transports belong to which change request and vice versa?

What is the current transport status (in which system)?

How many change requests were declined?

Change Request Management - Reporting Change Request Management - Tracking

Sequence Dependency analysis: Find out about sequence violations of customizing and workbench requests.

Delta Analysis for Change Request Management based transports and changes.

BW Content


Analytics Monitoring

Open Web Client UI with transaction SM_CRM.

menu Change Request Management Start search with certain parameter

(e.g. Business Partner, Priority or Status) Based on Search functionalities

Easy access via Saved searches

Graphical display

Post-processing via spreadsheet

export

Click on button Open Chart to display

result in pie chart or bar chart.

Transaction: CRM_UI


AnalyticsMonitoring

Different values to show (Status, Priority, Report, Category etc.)

Pie Chart/ Bar Chart

Navigation into details e.g. click on graph

Definition of different views (result list)


AnalyticsSolution Manager Reporting

Open SAP Solution Manager reporting framework via transaction SOLAR_EVAL or

call directly transaction /n/TMWFLOW/REPORTINGN

1. Central SAP Solution Manager

Reporting framework

2. Navigate to Change Request Management

SOLAR_EVAL

/n/TMWFLOW/REPORTINGN


Analytics Solution Manager Reporting

How many details do I want to see ?

Maintain detailed search criteria

and execute.


Analytics Solution Manager Reporting Change Tracking

Transaction: /TMWFLOW/TRMO

Analyze transports between

systems

Missing transports are shown in

the records

Sequence violations are shown

for workbench and customizing

transports




The Change Tracking function of

Change Request Management allows

you to track everything related to

changes within the context of a

Solution Manager project, or an IMG

project.




Example:

Analyze all open

transactions /

changes.


Analytics Solution Manager Reporting Scheduling

Transaction: /TMWFLOW/MAINTINSTExample:

Analyze all existing Urgent Changes.


Analytics Solution Manager Reporting Scheduling

Transaction: /TMWFLOW/MAINTINST Example:

Analyze all existing active Urgent Changes and the

corresponding transport requests.


Analytics Solution Manager Reporting Project Logistics

Transaction: /TMWFLOW/PROJ



Day 4


Standard Workflows

Authorizations

Analytics


Questions & Answers


Useful SAP Notes and DocumentationsMore information needed?

Visit our IT Service Management

Wiki in the SAP Community Network

Presentations, Information, Demos

around IT Service Management and


Content is targeted and tailored for

Managers, End-Users and

Administrators

Link:

http://wiki.sdn.sap.com/wiki/display/SAPITSM


Information provided by the Service Marketplace:

use the following link: http://service.sap.com/solutionmanager

go to the section SAP Solution Manager in Detail


Information provided by the SAP help portal:

use the following link:

http://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htm

go to the section Change Request Management

IT Service Management Wiki:

use the following link: http://wiki.sdn.sap.com/wiki/display/SAPITSM

Ramp-Up Knowledge Transfer:

use the following link: http://service.sap.com/rkt-solman

Additional Documents:

use the following link: http://service.sap.com/instguides

SAP Components SAP Solution Manager Release 7.1 Additional Guides

Useful SAP Notes and DocumentationSummary

http://service.sap.com/solutionmanagerhttp://help.sap.com/saphelp_smehp1/helpdata/en/b3/64c33af662c514e10000000a114084/frameset.htmhttp://service.sap.com/solutionmanagerhttp://service.sap.com/solutionmanagerhttp://service.sap.com/rkt-solmanhttp://service.sap.com/rkt-solman


IT-Service-Management with SAP Solution Manager

SAP PRESS

ISBN 978-3-8362-1918-1

http://www.sap-press.de/katalog/buecher/titel/gp/titelID-3101

Useful SAP Notes and DocumentationITSM Book


Useful SAP Notes and Documentation

Comparison ChaRM EGIs

Change Control Management III: Change Request

Management Basic Functions

Change Control Management IV: Change Request

Management Advanced Functions

Change Request Management Setup &

ConfigurationCross-System-Object-Lock

RFC-Connections Downgrade Protection

Logical Components Retrofit

TMS Configuration Critical Objects Check

Transaction Types Preliminary Import

Business Roles Status Dependant Import

ChaRM Master Note Flexibility for Managing Changes and Transports

Business Partner

Project & Release Management

Standard Workflows



Day 4


Standard Workflows

Authorizations

Analytics


Questions & Answers


?

Questions


Expert Guided Implementation

How to get help

How to get help

Customer SAP Expert

During the execution part you have direct access to the Expert via telephone or

email to solve questions quickly. Please ensure that the R/3 support and HTTP

connections are open so that we can logon to your system.

Joana.Tomaszewski@sap.

com

charm sp10 day4

Documents

normal change

urgent change

general change

administrative change

day configuration checks

ui configuration

sap ag

release management web