cust solman overview

8/3/2019 CUST SolMan Overview

http://slidepdf.com/reader/full/cust-solman-overview 1/50

Product Management

SAP Solution Manager

SAP AG

How You Benefit

from SAP SolutionManager?



SAP AG 2004, CUST_SolMan_Overview / Rademann / ‹#›

Summary

What Is SAP Solution Manager?

How To Use SAP Solution Manager?




SAP Solution Manager: Mission Statement

With SAP Solution Manager,

you can manage your SAP solution throughout

the entire life cycle to...

ensure reliability

reduce Total Cost of Ownership

increase Return on Investments

SAP Solution Manager is delivered

as part of your annual maintenance fee!!!

... And here is how you can achieve the benefits:




A Different Approach

A different approach is required for

managing IT solutions

It is characterized by the following

aspects

Integration

Integration is vital because you need one placewhere all information comes together

Life-cycle orientation

Life-Cycle Orientation is vital because it structuresthe customers’ tasks that customers from a time

perspective

Business-process orientation

Business processes are the glue for the informationwhich is acquired during the software life-cyle




The SAP Solution Manager Approach

The SAP Solution Manager is a

new type of application, which…

Takes a consistent business-processand phase-oriented approach

End-to-end functionality forapplication management andcontinuous improvement

Provides full life-cycle supportand collaboration with SAP

Contains best practices forimplementation, operation andoptimization of SAP solutions

Is delivered as part of your annualmaintenance fee

Simply everything you need to manage your SAP solution !!!

Knowledge

Management

Test

Management

SupportDesk

Change

Management

Service

Delivery

OPERATE

IMPLEMENT

OPTIMIZE

Business

Process

ProjectManagement

SolutionMonitoring

KnowledgeTransfer


http://slidepdf.com/reader/full/cust-solman-overview 7/50 SAP AG 2004, CUST_SolMan_Overview / Rademann / ‹#›

Summary





SAP Solution Manager – Offerings

Content

Gateway to SAP

Tools

Implementation PlatformSolution MonitoringSupport DeskE-Learning *)Upgrade *)Change Request Management *)…

Implementation ContentRoadmapsServicesBest Practice Documents

SAP Active Global Support

Service Delivery Platform

*): New in 2004



Implementation and Distribution – Typical Use Cases

Implementing the mySAP

Business Suite

Global Roll-Outs

Customizing

Synchronization

Testing

E-Learning Management

Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

ProjectManagement

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

Business

Process

SupportDesk

ChangeManagement

SAP S l ti M



SAP Solution Manager – Implementing the mySAP Business Suite

Implement new or additional mySAP CRM, SRM, SCM ...

scenarios

SAP R/3 customers extending to mySAP Business Suite

New mySAP customers

Accelerated implementation projects

Efficient project handling

Centralized control of cross-component implementations

Integrated documentation management

Seamless information integration between project phases

Integration of non-ABAP and non-SAP components

Task

Target Group

Benefits



Implementing SAP Solutions

Define customersolutionbased on

SAP processes

ProjectPreparation

BusinessBlueprint Configuration

Roadmaps

Project Administration

Issue Tracking / Monitoring / Reporting

Synchronize

Cust. settings

Configureprocesses Test processes

Training

Define project

Set up systemlandscape


Final Preparationand Go Live



SAP Solution Manager – Customizing Synchronization

Synchronization of customizing across your landscape

All customers with more than 1 SAP R/3 system

mySAP Business Suite customers

Consistency of customizing in multiple-system

landscapes

Reduction of manual synchronization efforts

Flexibility of configuration distribution

Sophisticated centralized configuration tracking and

monitoring

Task

Target Group

Benefits



SAP Solution Manager – Global Roll-Out

Global standardization and harmonization ofscenarios

Large (multi-national) customers

(R/3 and mySAP)

Support of process standardization projects

Eased implementation at local sites

Reduced effort for standard adaptation

Task

Target Group

Benefits



Living Proof: Successes and Experiences

“Our business is one hundred percent compliant with the capabilities

of mySAP CRM. Using the implementation content provided within theSAP Solution Manager is more than just documentation or a prototype,

it actually represented the groundwork for our productive system.“

Theo Kraus, CIO

“We use the SAP Solution Manager as the central repository for allproject documentation. The integrated use of SAP Knowledge Ware-house provides advanced document management capabilities andcontrol that leads to time savings in the project.”

Bernhard Thoma, SAP Project Manager at MAN

“The main driver in choosing the SAP Solution Manager was the

convincing concept of an integrated platform that managesimplementation and operations of mySAP.com, leveraging lateststate-of-the-art implementation technologies.”

Wolfgang Trabant, Project Manager, Methodology

“There is no better way to control customizing in heterogeneous systemlandscapes than with the integrated use of SAP Solution Manager‟s

customizing distribution functionality. Today, we have 9 developmentsystems that are controlled by the SAP Solution Manager.”

André Moers, B/S/H/, SAP Technology / Information Technology



SAP Solution Manager – Testing

Manage testing in a heterogeneous landscape

Customers with high test efforts (implementation,

support packages, upgrade)

Reduced time for test preparation and execution

Support of cross-component tests

Integration with implementation projects and issuehandling

Re-use of existing testing material

Task

Target Group

Benefits




Central Test Coordination

Example: Sales Order Processing

Create Sales Order

Configure ProductsAvailability Check

Determine Conditions

Credit Check

Receive OrderReplicate Order

Order Confirmation

Maintain Status

SAP CRM SAP APO SAP R/3

TestManagement

TestExecution


http://dwdf032/disk_d/Pictures/_/public/_OneVoice/2Miscellaneous/People/lr_03_0084a.htm

http://dwdf032/disk_d/Pictures/_/public/_OneVoice/2Miscellaneous/People/lr_03_0062.htm

http://dwdf032/disk_d/Pictures/_/public/_OneVoice/2Miscellaneous/People/lr_03_0053.htm




Swarovski

For over one hundredyears, Swarovski has

been the global market

leader in crystal

products such as crystal

jewelry stones and

crystal components.

With the brands Tyrolit

(grinding and dressing

tools), Swarovski Optik

(precision optical

equipment) Swareflex

(reflectors for road

safety) and Signity

(synthetic gemstones),Swarovski enjoys being

the world leader when it

comes to crystal.

„ Now we have tools that are

ideal for improving the quality

and security of our test processes.

The use of the Solution Manager test

functionality has already considerably

reduced our process costs.

Helmut Krimbacher, CIO




SAP Solution Manager – E-Learning Management

Educate end-users about new / changed processes via

e-Learning

Customers implementing new or changing existingsolutions

Easy creation and distribution of web-based learningmaterials

Re-use of existing project documents

Increased efficiency of end-user training

Improved quality of training via feedback functionality

5 SAP Tutor licenses included

Task

Target Group

Benefits





Changes require training of the different

parties involved (e.g. end users)

Analyze results & feedback

Execute e-Learning

Distribute e-LearningMaterials to end users

Prepare e-Learning Materialsfor specific user roles

Organize / categorizee-Learning materials

Create e-Learning materials

Set-Up efficient end-user training strategy with e-Learning

Analyze results & feedback




SAP Solution Manager – Support Desk

Efficient management of IT support

All Customers (especially with largeIT organizations)

Faster issue resolution

Higher quality of issue resolution

Central handling of support messages

Easier settlement of support costs

ServiceDelivery

Business

Process SupportDesk

Task

Target Group

Benefits




End-to-End Incident Management

SAP Support

Customer SAP

Provides Solution Finds

Solution

or

3

Forwards Problem

Provides Solution

4Provides Solution

2

Searches for

Solution

Customer'sSolutionDatabase

SAP Note DatabaseService Products

Best Practices

1

Report

Incident

SAP System

Support Desk

End User SolutionSupport

SAP ServiceMarketplace




M it i T i l U C




Monitoring – Typical Use Cases

Solution Monitoring

Service Level Management

Landscape Reporting

Central SystemAdministration

SupportDesk

ServiceDelivery

SolutionMonitoring

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

SAP S l ti M S l ti M it i




SAP Solution Manager – Solution Monitoring

Central, real-time monitoring of systems, businessprocesses and interfaces

Customers with complex and distributed system

landscapes

Central point of access to all monitoring information

Avoid critical situations by proactive monitoring Fast issue resolution

Openness

Task

Target Group

Benefits

M it i




The “Old” Concept:

Increasing number of components

New components with individualadministration and monitoring tools

Exploding costs for training,implementation and operations

The “New” Concept:

Single point of access

Central coverage of end-to-endprocesses

Consideration of inter-systemdependencies

Monitoring

CUS

SCM

R/3

4.6C

CUS

SCM

R/3

FVS

4.6C

PLM

CRM CUS

SAPSolution

Manager

FVS PLM

CRM CUS




SAP S l ti M S i L l M t




SAP Solution Manager – Service Level Management

Comprehensive service level management and reporting to

administrators and customers

IT Organizations

IT Service Provider

Easing service level management

Summarizing several systems in one report

Support of strategic decisions

Recommendation of optimizations

Task

Target Group

Benefits

E l W t h Al t (EWA) d S i L l R ti




Early Watch Alert (EWA) and Service Level Reporting

SatelliteSystems

SAPSolution

Manager

CollectData

1

Send EarlyWatch Alert(EWA) Data

AggregateEWA Data

GenerateService Level

Report

Process Owner/Business Partner

2

Forward ReportCheck Report




SAP Solution Manager Landscape Reporting




SAP Solution Manager – Landscape Reporting

Provide list of all hardware and software componentsof the landscape

All customers

Quick reporting of current solution

Detailed list view of hosts, databases, systems,software components and support package levels

Consolidation of maintenance efforts due to easierstandardization of patch levels

Task

Target Group

Benefits

SAP Solution Manager Central System Administration




SAP Solution Manager – Central System Administration

Central administration of systemsin an SAP solution

All customers

Automated support of periodic and sporadic

administration tasks Time savings due to central access to

administered systems

Automated logging of activities

Reporting across the whole solution

Task

Target Group

Benefits

SAP Solution Manager Service Delivery




SAP Solution Manager – Service Delivery

Offer, setup and improve Service and Support

Processes for all SAP technologies

All customers

Manage technical risk and ensure technical robustness

Exploit the full potential of your SAP solution

Acquire the right core competen-cies to manage yoursolution

Improve quality of services

Easy ordering and delivery of services

Perform self-service

Task

Target Group

BenefitsServiceDelivery

Business

Process SupportDesk

SAP Active Global Support Solution Support Services




Solution Support Services

SAP Active Global Support – Solution Support Services

Price List

Offerings

Solution Management

Optimization

Performance• Business Process Performance Optimization

• SAP Storage Subsystem Optimization

• SAP Remote Performance Optimization

• SAP EarlyWatch Check

Application Integration• SAP Business Process Management

• SAP Interface Management System Adminin.

• SAP System Administration

Data Volumes• SAP Data Management

• SAP Data Archiving Optimization

Testing• SAP Test Management Optimization

• SAP Volume Test Optimization

Empowering

SAP OperationsCompetence Assessment

SAP OperationsCompetence Empowering

Empowering Workshops

Services to support theimplementation of SAPSolution Manager

SAP Online KnowledgeProducts

Safeguarding

Safeguarding forImplementation

SAP SolutionManagementAssessment

Remote SafeguardingServices

• SAP GoingLive Check

• SAP GoingLive FunctionalUpgrade Check

• SAP Upgrade Weekend Support

• SAP OS/DB Migration Check

SAP Maintenance Contract (Standard Support)Implementation Tools and Methodologies; Available Source Code; TestingAdministration and Automation; Access to Best Practices; Empower CCC; ProactiveRemote Services; SAP Software Upgrades; Monitoring for systems and corebusiness processes; problem resolution; global 7x24 problem resolution; global7x24 escalation procedures, SAP Software Change Managment

Customized

OfferingsPremium Engagments: SAP MaxAttention (Solution Maintenance / Onsite / SLA / IQP)

Support Advocate / SAMs

SAP IT Service and Application Management




SAP IT Service and Application Management

The central benefits

of SAP IT S&AM are

• ITIL compliance• Reduction of TCO• Protection of customers‟

SAPinvestment• Quick ROI

SAP ITService

Management

SAP Application Management C u s t om er „ sI T d e p ar t m en t

Service Support

Service Delivery

Operations

Requirements

Build

Deploy

Operate

Optimize

C u s t om er „ s

B u si n e s s uni t

Integration

Design

Operations &Optimization

Design

Build & Deploy

Powered by SAP Solution Manager

SAP IT Service and Application Management provides an end-to-end

description of the most important operating and management processes

that need to be followed within the lifetime of your solution.

The SAP Solution Manager is the key enabler of SAP IT S&AM

Service Proposals and Ordering Process




Service Proposals and Ordering Process

SAP SolutionManager

Transparent Documentationof Solution Landscape

Service Delivery via

SAP Solution Manager3

SAP Service

Marketplace

Order Servicesthrough direct linksto SAP Marketplace

2SAP SolutionManager

Get suitableServices and BestPractices Proposals

1




Upgrade – Typical Use Cases




Upgrade – Typical Use Cases

Upgrading SAP components

Implementing the

mySAP Business Suite

Testing


Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

BusinessProcess

SupportDesk

ProjectManagement

ChangeManagement

SAP Solution Manager – Upgrading SAP Components




SAP Solution Manager – Upgrading SAP Components

Perform the upgrade of one or more SAPcomponent withinin the solution landscape

Customers planning to upgrade oneor several of their SAP components

Streamlined upgrade project management

Integration of all upgrade-related activities Transparent documentation of changes

Integration of available support services forupgrades

Professional guidance

Task

Target Group

Benefits

SAP Solution Manager Attacks Known Cost Drivers





SAP Solution Manager Attacks Known Cost Drivers

Hardware upgrade

Technical upgrade (Downtime) & preparation

Modification adjustment / New functionality

0%

5%

10%

15%

20%

25%

30%

Project management

End-User training

Test organization and execution

Change Management


Test Management

Upgrade Roadmap


SAP Downtime Assessment

SAP Modification Clearing Service

SAP Test ManagementOptimization

SAP SolutionManager

as Service Platform

Upgrade Services




Change Request Management – Typical Use Cases




Change Request Management Typical Use Cases

Change Request

Management

Implementing the

mySAP Business Suite

Upgrading SAP components

Testing


Support Desk

KnowledgeManagement

TestManagement

ServiceDelivery

KnowledgeTransfer

OPERATE

IMPLEMENT

OPTIMIZE

Business

ProcessSupport

Desk

ProjectManagement

ChangeManagement

SAP Solution Manager – Change Request Management




SAP Solution Manager Change Request Management

Adapt the solution to changed requirements

Customers performing change management or upgrade

projects

Comprehensible documentation of planned and

implemented changes and their ramifications

Improve efficiency of change management projects

Minimize business disruptions

Tracking and auditability

Task

Target Group

Benefits

Change Management (ITIL Scenario)





Change Management (ITIL Scenario)

“The objective of change management is to carry out changes

economically and in a timely manner with minimal risk”

Registration andClassification

Approval

Evaluation / PostImplementation Review

ChangeManage-

ment

Building

Testing

Implementation

Program/Project

Manage-ment

Monitoring andPlanning

Authorization andImplementation

ChangeMonitoring

Technical Scope of Change Request Management




Technical Scope of Change Request Management

Import SAP support packages (transaction SPAM)

Implement SAP notes(transaction SNOTE)

Modification adjustments (transaction SPAU)

Install Add-Ons (transaction SAINT)

Implement Upgrade (from technical and content point of view)

Change scenarios, processes, and process steps

Implement new scenarios, processes, and process steps

Implement new SAP products and Add-Ons

Change and enhance customer owned developments

Change Customizing

Add and change master data

Add and change organizational data




Summary



SAP Solution Manager in a Solution Landscape




Part of SAP NetWeaver

Can service all SAP technologies

Integrates non-SAP products

Provides centralized …

Transparent processes

Transparent system landscape

Documentation

Testing

Configuration andcustomizing

Note handlingMonitoring

Service deliveryand execution

SAP Solution Manager in a Solution Landscape

Other

SAP

SAP

SAPSol

Man

Other

SAP Solution Manager @ Work




g @

Infrastructure (operating system, network, database, hardware)

Business Applications based on SAP NetWeaver

Other

application


Process

Step 1

Process

Step 2

Process

Step 3

Process

Step 4

Process

Step 5

End-to-End Business Process Flow

UpgradeSupport Desk

Business Processes

Monitoring

Implementation Change Request Management

SAP Solution Manager – Future Coexistence Scenarios




g

KnowledgeManagement

TestManagement

SolutionMonitoring

ProjectManagement

SupportDesk

ChangeManagement

ServiceDelivery

LearningSolution

3rdParty

ProjectManagement

3rdParty

ChangeManagement

3rdParty

KnowledgeWarehouse

3rdParty

TestAutomation

3rdParty

SupportDesk

3rdParty

OPERATE

IMPLEMENT

OPTIMIZE

SolutionMonitoring

3rdParty

BusinessProcess

SAP ActiveGlobal Support

KnowledgeTransfer

SAP Solution Manager – Key Benefits



g y

Delivered at no additional cost

Increasing reliability of IT solution

Reducing cost of implementation,

operations, and change management

projects

Accelerating time to benefit

Leveraging existing IT investments

Available for existing SAP solutions !!!