it service management

Application Lifecycle Management

Best Practice Process Document

ALM Process: ITSM - Incident Management

2012 SAP AG. All rights reserved. 2

Problem Description:

How to create, process and follow up incidents

Create incidents automatically or manually with relevant context data

Manage incidents between involved organizations and partners

Overview about application incidents and other IT incidents

Application Lifecycle Management Process ITSM Incident Management

SAP Standards

Best Practice Solution:

Internal Incident Management

Messages as internal communication medium for the users working in different functions

in the Application Lifecycle Management. Incidents can be grouped in problems

Incident Management and exchange with SAP

Messages can be created directly out of affected SAP applications in SAP systems and

out of Monitoring

In case SAP Support has to be involved in the process of finding a solution, messages

can be forwarded to SAP out of the SAP Solution Manager system

Incident Management integrated into external Incident Management

Integrated flow between external Incident Management infrastructure and ITSM Incident

Management including also communication with SAP Backoffice

Incident

Management


Internal Incident Management

Communication between

Project Members

Developers

Testers

Administrator

Working within the

SAP Solution Manager System

Require- ments

Design

Deploy

Build & Test

Optimize

Operate

Application

Lifecycle

Management

Require- ments

Design

Deploy

Build & Test

Optimize

Operate

Root Cause Analysis

Projects

Issue Management

Testing

Change Request

Management

Solution

Solution Monitoring

Mobile

Office

Browser

SAP GUI

Portal CRM

SRM

APO

ECC IO Subsystem

BI XI MDM

End to End Change Diagnostics

End to End Workload Analysis

End to End Exception Analysis

End to End Trace Analysis

Introscope

Appsight

Client Server Storage

Solution Manager enables End to End Root Cause Analysis


Internal Incident Management Best Practice Process Detail

Process Description

Messages can be used as communication medium for the users working in different functions (as project members, developers, testers, administrators, ) in the SAP Solution Manager system. One user creates a message, another user processes and solves the message.


Internal Incident Management Best Practice Process Advantage / Integration

Advantages

The Incident Management in SAP Solution Manager ITSM with the possibility to create messages is integrated in the whole Application Lifecycle

No additional tool needed

Integrated with the ALM process*

Solution Documentation Solution Implementation Template Management Test Management Change Control Management Business Process Operations Technical Operations Maintenance Management SAP Engagement and Service Delivery Upgrade Management

* ALM processes are reflected in scenarios in the Business Process Repository


Incident Management and exchange with SAP Best Practice Process

User / Key User

Monitoring


Incident Management and exchange with SAP Best Practice Process

CustomerCustomer

Message

Message

Short Text

Information for SAP

Component

System Data

Priority

Attachments

Business

Partner

User

S-User

RFC

SAP Notes


Incident Management and exchange with SAP Best Practice Process Detail

Process Description

Report Incident In case a user / key user detects an incident in an SAP application, a message can be created in the SAP Solution

Manager system directly out of the affected SAP system.

In case Application Monitoring is used, messages can get created automatically if an alert to a specific threshold is raised.

Receive Incident A responsible service desk employee selects the message in his area and takes it in process.

Search for solution The service desk employee searches for relevant SAP Notes.

Dispatch Incident If the service desk employee does not find a solution he dispatches the message to another support team / the next

Support level.

Initiate Root Cause Analysis Out of the incident a Root Cause Analysis can be started.

Forward message to SAP In case SAP Support has to be involved in the process of finding a solution, messages can be forwarded to SAP out of the

SAP Solution Manager system.

Forwarded are short text, text of type Information for SAP, component, system data, priority and attachments. Answers and solutions provided by the SAP Support will be transferred into the respective support message in the Service Desk inside of

the customers SAP Solution Manager system. The update is done by a background job for all messages that have been

forwarded to SAP. Also a manual update of a single message is possible.

Manage Service Connections Out of the message the processor can open and close the service connection between the relevant system and SAP.

After the implementation of the provided solution the service desk employee enters his working time and confirm and close the incident.


Incident Management and exchange with SAP Best Practice Process Advantage / Integration

Advantages

No need to log on separately to the SAP Support Portal. No need to enter message data again


Solution Documentation Solution Implementation Template Management Test Management Change Control Management Business Process Operations Technical Operations Maintenance Management SAP Engagement and Service Delivery Upgrade Management Custom Code Management

*ALM processes are reflected in scenarios in the Business Process Repository



Best Practice Process

RFC

Message

Service & Support

Backbone

SAP Applications

RF

C

SOAP / HTTP

Message Message



Best Practice Process - Detail

Process Description

An external service desk can be connected to the SAP Solution Manager Service Desk, in order to make different tools available to the different levels or teams of the support organization.

A message is created in one of the two service desk systems. In this service desk system a member of the responsible

support unit processes the support message. If needed he forwards the message to the other service desk system. This

creates a corresponding message in the other system. Now the message gets processed in the second system, a solution is

provided and the message is send back to the first service desk system where it finally gets confirmed what also closes the

message in the second system.



Best Practice Process Advantage / Integration

Advantages

Based on Web services (simple, flexible, platform independent) The interface is open and any partner can subscribe to it, there is no preferred partner tool Aligned with existing standards for message exchange (e.g. SOAP) SAP Solution Manager Service Desk can be integrated into existing service desk applications


Test Management

*ALM processes are reflected in scenarios in the Business Process Repository


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