extending the value of ca service desk manager with ... · extending the value of ca service desk...

Extending the value of CA Service Desk Manager with integration connectors – SAP Solution Manager, MS System Center Operations ManagerChristophe Trinquet

Terms of This Presentation

This presentation was based on current information and resource allocations as of October

2009 and is subject to change or withdrawal by CA at any time without notice.

Notwithstanding anything in this presentation to the contrary, this presentation shall not serve

to (i) affect the rights and/or obligations of CA or its licensees under any existing or future

written license agreement or services agreement relating to any CA software product; or (ii)

amend any product documentation or specifications for any CA software product. The

development, release and timing of any features or functionality described in this presentation

remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary,

upon the general availability of any future CA product release referenced in this presentation,

CA will make such release available (i) for sale to new licensees of such product; and (ii) to

existing licensees of such product on a when and if-available basis as part of CA maintenance

and support, and in the form of a regularly scheduled major product release. Such releases

may be made available to current licensees of such product who are current subscribers to CA

maintenance and support on a when and if-available basis. In the event of a conflict between

the terms of this paragraph and any other information contained in this presentation, the

terms of this paragraph shall govern.

2Extending the value of CA Service Desk Manager witlh integration connectors – SAP Soution Manager, MS System Center Operations Manager Copyright © 2009 CA

For Informational Purposes Only

Certain information in this presentation may outline CA’s general product direction. All

information in this presentation is for your informational purposes only and may not be

incorporated into any contract. CA assumes no responsibility for the accuracy or completeness

of the information. To the extent permitted by applicable law, CA provides this document “as

is” without warranty of any kind, including without limitation, any implied warranties or

merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be

liable for any loss or damage, direct or indirect, from the use of this document, including,

without limitation, lost profits, lost investment, business interruption, goodwill, or lost data,

even if CA is expressly advised of the possibility of such damages.


Agenda

> SAP Solution Manager Integration

> Microsoft Systems Center Operations Manager

Integration


SAP Solution Manager Integration

Situation Overview

> Drivers

SAP customers have been required to use the SAP

Solution Manager (SAP-SM) to manage their SAP

implementations

> Customer Problem

SAP-SM works within the SAP infrastructure, not the

existing IT management systems

Result: Siloed IT management

> CA’s Solution

Integrate SAP-SM and CA Service Desk Manager to allow a

single point of control


Customer Value

> Single point of tracking

Drives efficiency

Compliance tracking

> Tie into other SDM consolidated processes

Problem Management

Change Management

Configuration Management

Overall Service Management

> Save money

To get the same integration done by SAP consulting or

competitor would cost $200k


Scenarios

> SAP Solution Manager creates tracking tickets in CA SDM

SAP SM detects an issue which is to be managed in SAP SM but the

incident is recorded in CA SDM for integrated tracking and reporting

> CA Service Desk Manager creates an SAP SM ticket

People report an incident through normal CA SDM channels that must be

managed in SAP SM - incident ownership can be passed to SAP

> SAP Solution Manager generates an incident that isn't an SAP issue

which is then transferred to CA SDM

In some cases, incidents may be created in SAP SM that end up being

non-SAP issues (i.e. network issues) and should be managed in CA SDM


Additional Features

> Controlled SAP Incident creation

Checkbox in SDM to replicate to SAP based on Category

> Real-time, Bi-Directional updates

Key updates are synchronised automatically from Service Desk

to SAP Incident

> Synchronisation of CA and SAP contacts

Ensure that contacts and assignees are populated and mapped

between systems

> Technical/design

Robust Web Services integration with message queues

Follows CA and SAP customisation best practices


Availability and implementation

> Key prerequisites

CA Service Desk Manager r12.1

SAP Solution Manager 7.0 SP13 or later

> Available as SD enhancement Aug. 31, 2009

> Supported through CA Support & support.ca.com

> Included going forward with CA Service Desk releases, as

of r12.1 SP3

> Compatibility with future SAP-SM releases 7.x is assured

by SAP

Uses SAP-SM API as outlined by SAP Best Practices


Scenario 1:SAP Initiates and owns all SAP Incidents, and sync’s to a CA Service Desk Tracking Incident

> An SAP Event or Basis member has

raised a message that needs

attention.

> The team populates the necessary

Sold To Party, Agent, Component

and other pertinent information on

the SAP Incident.

> All updates to the SAP Incident are

managed in Solution Manager and

synchronised to a CA Service Desk

tracking ticket.

> SAP Solution Manager proposes

solutions, which get rejected, or

ultimately accepted, and the Incident

is set to Confirmed, which closes the

CA Service Desk tracking Incident.


Scenario 1:SAP Initiates and owns all SAP Incidents, and sync’s to a CA Service Desk Tracking Incident

1. An SAP incident is reported by a customer, user,

reporter or an event within the SAP landscape.

2. An incident support message is created in SOLMAN.

3. The incident is synchronised to CASD with a specific

category indicating that it is an SAP incident, and is

being managed by SAP Solution Manager.

4. A member of the SOLMAN team evaluates the

incident report.

5. The SOLMAN team works the incident and updates it

with a proposed a solution.

6. The proposed solution is forwarded to CASD.

7. The SOLMAN team reviews the proposed solution with

the incident reporter.

8. If the proposed solution does not resolve the incident:

1. The solution is rejected in SOLMAN

2. The rejection is relayed to CASD

3. The incident is worked in SOLMAN until another proposed

solution is identified and processing continues from step 5

above

9. The proposed solution is confirmed as working:

1. The incident is updated in SOLMAN to show the solution

works

2. The incident update is relayed to CASD as informational only

3. The incident is closed in SOLMAN

4. The incident closure is relayed


Business Benefits

> Allows the continued operation of a mature SAP Incident

Support process, with minimal interruption

> Updates to the SAP-initiated Incidents are synchronised

to CA Service Desk in order to support a single source of

truth for all incidents

> Enables appropriate SOX auditing as a single repository

houses all information on incidents and problems for the

customer, regardless of where the incident was initiated


Scenario 2:SAP Initiates an SAP Incident and sends the Incident to CA Service Desk for resolution

> An SAP Event, Basis member or User has

raised a message in SAP Solution Manager.

> The team populates the necessary Sold To

Party, Agent, Component and other pertinent

information on the SAP Incident and sends

the Incident to CA Service Desk.

> CA Service Desk makes appropriate updates

and changes to the ticket and sync’s them

back to SAP’s Incident through Activity Log

entries.

> CA Service Desk proposes solutions to SAP

Solution Manager, which can either be

rejected or accepted by the Solution

Manager Agent.

> Solution Manager confirms the Incident,

which then closes the CA Incident.


Business Benefits

> Allows the continued operation of a mature SAP Incident

Support process, with minimal interruption

> Enables each support team (SAP Basis, IT L1/L2) to

address the Incidents that each are responsible for,

within their respective tool

> Allows SAP to send incidents to CA Service Desk if they

are determined to be an IT incident as opposed to an SAP

specific incident.

SAP Message describes access issues, after initial investigation

SAP message by SAP Basis Team the incident is sent to CA

SD/IT L1 for servicing as the users PC is not on the network.


> An employee or customer enters a CA Service

Desk incident with a Category that has its “Send

to SAP” flag set. As a result the incident is

automatically sent to SAP Solution Manager for

resolution.

> The SAP Basis team populates the necessary Sold

To Party, Agent, Component and other pertinent

information on the SAP Incident and sync’s the

Incident information back to CA Service Desk.

> CA Service Desk can add comments; change

priority, status or assignee on the Incident; and

changes will be automatically synchronised back

to the SAP Incident.

> SAP proposes solutions and sends the Incident to

CA Service Desk, which then can either Reject

the Solution or show acceptance by Closing the

CA SD Incident.

> At any time in this lifecycle either system is

allowed to update information on the incident in

their respective systems, and sync the

information to the other.


Scenario 3:CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution

Scenario 3:CA Service Desk initiates an SAP Incident and sends the Incident to SAP Solution Manager for resolution

1. An incident is reported by a customer, user or

reporter.

2. An incident support message is created in CASD.

3. A member of the CASD team evaluates the incident

report.

4. If the incident is deemed to be an SAP application

problem the incident is flagged as SAP relevant and is

forwarded to SOLMAN.

5. The incident is created in SOLMAN.

6. The SOLMAN team evaluates the incident.

7. The SOLMAN team works the incident and once a

possible solution is identified the details of the

proposed solution are sent to CASD.

8. The CASD team reviews the proposed solution with

the incident reporter.

9. If the proposed solution does not resolve the incident:1. The solution is rejected in CASD

2. The rejection is relayed to SOLMAN

3. The incident is worked in SOLMAN until another proposed solution is

identified and processing continues from step 7 above

10. The proposed solution is confirmed as working:1. The incident is updated in CASD to show the solution works

2. The incident is closed in CASD

3. The incident closure is relayed to SOLMAN

4. The incident is closed automatically in SOLMAN


Business Benefits

> Single point of entry:

In addition to the benefits outlined in Scenario 1, this

scenario provides a single point of entry for all incidents to

customers, as opposed to requiring customers or analyst

to decide which support tool to use to open incidents in.


Implementation

> Available as a downloadable applyptf package at

support.ca.com

#RO11015

> SAP Basis Team Member likely required

> CA Service Desk Administrator required


https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/191/usvdr121-solpatch.html

Options Manager Additions to r12.1

> 7 new options

Web service communication

configuration for the SAP

Integration is managed through

Options Manager Options


Additions to Contact Detail form

> SAP TAB

A new SAP Tab exposes the

SAP Person ID value for the

contact

> Contact Synchronisation

Contacts not found in one

system or the other are

automatically generated based

on their last name, first name,

and email address attributes

as required by SAP’s Third

Party Helpdesk Integration

Guide


Addition to Contact List form

> SAP Person ID


Incident Area changes

> Propagate to SAP

Incident Area definitions now

have a new “Propagate to SAP”

checkbox that lets the system

know that any CA Service Desk

Incident opened with an

Incident Area that has this

checked will automatically be

routed to an SAP Solution

Manager Incident


Incident List Additions

> SAP Message number

> An analyst immediately

knows the affiliated SAP

Incident # for any CA

Incident that is categorised

as SAP Related


Additions to Incident Detail form

> New SAP Tab

A new SAP Tab shows the user all

pertinent SAP data regarding the

incident on a single tab

> Audit/Notifications

Any or all of these attributes can be

audited within CA Service Desk for

changes, as well as used in

automated notifications generated

from CA Service Desk, when

Incidents are instantiated by SAP

and Sent or Synchronised to CA

Service Desk


Additions to SAP Message

> New Menu options in SAP

In addition to allowing the

message to be sent to the

External Service Desk (i.e.

OSS or other outsourced

support team), the SAP

support team is able to

Send and Synchronise the

Incident information to CA

Service Desk with 3 new

menu options


Technical Deliverables

> CA Service Desk mods applied with the well-known applyptf process

> An SAP add-on package delivered using the SAP AAK (add-on

assembly kit)

> SAP BC sets in support of the add-on package

> CA Service Desk / SAP Solution Manager Integrating Guide

Step-by-step instructions describing how to install the AAK package

Documented instructions describing how to install the BC sets

Documented instructions for any manual SAP configuration required for

the SOLMAN to CASD interface

Documented instructions for any manual SAP configuration required for

the CASD to SOLMAN interface


Installation (SAP)

> Installing SAP Package uses the common /nSAINT transaction

> Installing CA adaptations uses the applyptf standard processes, and includes default data to realise immediate value for the integration


The Service Desk applyptf Package

The applyptf package includes

the necessary interfaces, htmpl

files, and modification files for

deploying the SAP integration on

CA Service Desk

> Files impacted by the

integration:

%NX_ROOT%\bopcfg\www\htmpl\web\a

nalyst

cnt_sap_tab.htmpl

cr_sap_tab.htmpl

detail_cr.htmpl

detail_in.htmpl

detail_pcat.htmpl

list_cnt.htmpl

list_in.htmpl

list_pcat.htmpl

%NX_ROOT%\bopcfg\majic

SAPInteg.mods

SAPInteg.mod9

SAPIntegpcd.spl


Questions?


CA Service Desk Manager & Microsoft System Center Operations Manager: a Catalyst Example ScenarioRoger Morse

Abstract

> Review an example of how to leverage CA Service Desk

Manager to implement Federated Incident Management

> Example Scenario: Manage Microsoft System Center

Operations Manager (SCOM) alerts within CA Service

Desk Manager to reduce risk, impact, and cost


Agenda

> Situation Overview

> Use Case Review

> Benefits

> Advantages


Situation Overview

> Problem

Events are often managed in a non-uniform manner

across IT silos

Difficultly integrating IT silos

> Solution

Move from “reactive” to “responsive” management

Centralised and uniform processes

> Goals

Enable IT silos to work together

Reduce risk, impact, and cost


UC1 - New SCOM Alert; Create New SDM Incident

35

UC2 - Update SDM Incident; Update SCOM Alert

SDM SDM L1+L2 LSP SCOM L1+L2 SCOM

Top Package::Actor1

Update

SDMOnEvent

onEvent(Incident USMp)

findByKey

Update Alert

Response

Check if AlertID exists

Create new AlertKey(), with the AlertID

Alert EPR

Update Directive

Update Alert

Message2

38

UC3 - Update SCOM Alert; Update SDM Incident

SDM SDM L1+L2 LSP SCOM L1+L2 SCOM

Top Package::Actor1

Update

SDMOnEvent

onEvent(Incident USMp)

findByKey

Update Alert

Response

Check if AlertID exists

Create new AlertKey(), with the AlertID

Alert EPR

Update Directive

Update Alert

Message2

41

Integration Benefits

> Automation

MS System Center alerts are mapped and created as

incidents in CA Service Desk Manager

CA Service Desk Manager receives notification of MS

System Center alerts

Utilise CA’s SOA-based, multivendor enabled, multi-point

integration platform

Leverage Microsoft’s Connector Framework (MCF) API


Integration Benefits

> Centralised and Uniform Process

Bi-directional updates enable cross-IT Silo co-operation

– Alerts cleared or updated within each solution are

automatically cleared in the other

Reduce Risk, Impact and Costs

– Provides extended triage and trouble-shooting information

Accelerated management of faults – become responsive


Advantages

> Design is based on WS standards

Using WS-Transfer & WS-Eventing

Transfers or receives Unified Service Model (USM) based objects

– Unified Service Model is CA’s approach for data transformation

> End Point References (EPR) for each application are

externalised

Example: user name/password required for login to respective

applications

Externalisation of EPRs allows to switch easily from one instance

to another of same application


Extending the value of CA Service Desk Manager with integration connectors – SAP Solution Manager, MS System Center Operations ManagerRoger Morse

Brian Poissant

AppendixSupplemental Information


How CA Catalyst Works

> Connector communicates to both the product and Logic

Server Pattern (LSP)

Receives the web service request from the product

Supports mappings and transformations between Product

Specific Object Model and USM

Receives the USM object via web service call from LSP and

converts it to product specific object model.

Wraps Product API as WS-Transfer

Acts as WS-Eventing client if an event broker is present


LSP – The Policy Engine

> Reconciles the object model

> Operates on and delivers the reconciled USM

> Retrieves and runs all USM policies

> Brings the compatibility between different object models

> Transforms one USM object to another

> Supports Echo Policy

Suppresses the update if the events are repeated

Stores the objects temporarily for checking duplicate update

Cleans up the store as soon as the duplicate event is received


SCOM Inbound & Outbound

Connector

(Based on SCOM OMCF)

CMDB L1 Connector

EITM Platform and

Information Model (LSP)

SCOM L1 Connector

M

S

S

C

O

M

C

A

SDM WS

AlertSO

IncidentSO

WS-Transfer / WS-Eventing

WS-Eventing/ WS-Transfer

> Builds on industry standards that CA and Microsoft

Helped define

Test integration

> Simple, standard parts and tools for message/object

transformation, correlation and reconciliation


extending the value of ca service desk manager with ... · extending the value of ca service desk...

Documents