it service management by sap africa (itsm) - · pdf fileit service management by sap africa...
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Reliable Business Support
Changes to improve IT services are well planned
and cause minimum disruption
IT becomes a strategic partner helping to achieve
business goals
Satisfied Users
Users are satisfied with swift problem
resolution and competent support
Incidents occur less frequently as root
causes are being address proactively
KPIs are monitored and used for
continuous improvement
Managed Configuration
and Knowledge Configuration is managed and easily
accessible to support staff
Structured knowledge helps to resolve
problems efficiently
CEO/CFO
CIO
Strategic IT Services
IT services are developed
based on business strategy
IT service catalog available to
users
Service Level Agreements are
monitored
Optimize IT Operations Process Support Business Goals
SAP IT Service Management Build on Industry Best Practices
Customer
Incident &
Service
Request
Management
Service Level
Management
Installed-Base
& Object
Management
Knowledge
Management
Change
Management
Problem
Management
ITIL®-compliant and
externally verified IT service
and support processes
Incident & Service Request
Management
Problem Management
Change Management
Knowledge Management
Installed-Based & Object
Management (for Configuration
Management)
Service Level Management
4
SAP IT Service management (ITSM) Ease of use
Highly configurable web based UI
Architected for different user types from the ground up
IT Professional Provisioning of expert
knowledge
IT End-User Entering and tracking of
incidents
IT Service Desk
Central interface to
assist end-users
5
Incident & Service Request Management Increasing Efficiency of Responding to User Requests
Incident & service request creation captures all relevant
information including references to configuration items and
enables rule-based dispatching as well as escalation
management
Incident & service request classification categorizes user
requests based on multi-level categorization and enables
solution suggestions as well as auto completion
Solution provisioning helps the support staff to search for
relevant knowledge articles in the knowledge repository and
to deliver the best solution to the end user
Incident & service request completion closes user requests
and notifies users; optionally it can trigger follow-up
processes such as recording of working time, billing, etc.
Benefits
Increase IT support
productivity
Deliver the best solution in a
timely manner
Enhance customer satisfaction
6
Problem Management Investigate and Resolve Issues in the IT Infrastructure
Problem creation captures all relevant information with
regards to the issue, including the links to all related
incidents
Problem classification categorizes problems based on multi-
level categorization and problem class, e.g. known error
Incident references establishes relationships, optionally
based on system proposals, to all incidents with the same
root cause and facilitates automatic incident completion
once the problem is solved
Problem closure documents the outcome of the
investigation and triggers follow-up activities such as
creation of knowledge articles for the solution repository;
optionally it can trigger follow-up processes such as
recording of working time, billing, etc.
Benefits
Document problem
investigation in detail
Speed up incident resolution
Make investigation results
available to all relevant parties
Provide detailed information to
change management
7
Change Management Ensure that authorized changes are implemented
Request for change creation captures all relevant
information for the requested change such as who is
requesting it, which configuration items are affected, and
which services need to be provided
Approval management defines who needs to approve the
request for change and informs the relevant parties via
workflow
Resource planning makes sure that the requested work
gets carried out by qualified resources and that the required
service parts are available in time
Change completion documents the time spent and
components used for the change implementation, and
triggers the update of the configuration item documentation
Benefits
Minimize possible negative
impact of changes by
implementing only authorized
changes
Enhance visibility of
responsibilities per change
phase
Bill and charge-back based on
actual effort
8
Knowledge Management Leverage Organizational Knowledge to Meet User‟s Needs
Knowledge article creation documents solutions to issues in
the IT infrastructure with relevant linkage to incidents,
configuration items, and other knowledge articles
Knowledge article classification categorizes and tags
knowledge articles for easy access and auto suggest
functions
Knowledge article provision publishes knowledge articles to
relevant publishing groups, enables auto suggest and
manual search, and delivery of the solution via e-mail
Benefits
Decrease time to resolution for
known issues
Leverage and publish
organizational knowledge
Minimize training time for new
support employees
9
Installed-Based & Object Management Gain Complete Visibility of Configuration Items
Installed-base management tracks hierarchical and
structured information of the IT infrastructure, allows the
installation of individual objects, and the download of
functional locations from SAP ERP
Object management documents the details of the individual
objects of the IT infrastructure, optionally by downloading
equipment information from SAP ERP, as well as the
relationships between these objects
Object references in service transactions establishes links
to all affected IT objects during incident, problem, and
change processing, to complete the requests efficiently
Integration to change management automatically updates
status information of IT objects assigned as references to
requests for change
Benefits
Make IT infrastructure
information transparent
Analyze potential impact of
any infrastructural changes
Leverage SAP ERP
information for IT service
processes
10
Service Level Management Optimize Service Delivery and Provide Transparency
Service & product definition defines service products which
are offered in a service catalog
Contract management defines contracts with customers to
specify the agreed-upon conditions for the selected services
Service & contract determination automatically determines
the available services and contracts during incident,
problem, and change management
Service level determination automatically identifies service
level agreements from contracts, customers, or other
objects, and sets service process dates and thresholds
accordingly
Service billing and cost allocation makes sure that the
delivered IT services are correctly billed and costs allocated
correctly
Benefits
Optimize service delivery
Monitor service level
compliance
Provide transparency between
IT and business
Increase transparency of
revenue and costs
11
SAP IT Infrastructure Management Expanding Solman and ITSM
• Smooth integration of infrastructure management into Application Lifecycle Management
• Scalable extension for SAP Enterprise Support customers • Expand SAP Solution Manager usage to proactive infrastructure monitoring and
alerting • One common platform to discover and manage heterogeneous technical
infrastructures • Foundation for running IT like a business - Enable the full asset lifecycle from order to phase out - Use ITIL-compliant SAP Solution Manager processes with full access to CMDB - Optimize the usage of IT resources with optional integration into project and portfolio management
12
ITSM Demonstration
13
Why SAP ITSM
– Complete, consistent IT service operations across all contact channels – interaction center, e-mail, Web
– Pre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution
– Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources
– Scalable solution supports internal IT organizations to very large IT service providers
– Easy adaptation to evolving business environment
15
SAP IT Service Management Pricing Components
SAP Application Limited Professional User
Has to be licensed for all IC Agents and Back-Office users
User is only entitled to use IT Service Management as
defined in the price list item
Web Self Service User
No additional User license necessary. Will be covered with
the price item “SAP IT Service Desk Operation”
SAP IT Service Desk Operation Scenario
Includes 25.000 IT SM Transactions (Service incidents,
Service requests, Request for changes, Problems,
Knowledge Article) .
SAP Interaction Center Management Scenario
Includes 100.000 Interaction Center records .
SAP Application Limited Professional User
€ 1.300 per User
SAP IT Service Desk Operation
€ 3.500 per 25.000 Tickets
SAP Interaction Center
Management
€ 5.000 per 100.000 IC Records
Web Self Service
Included in SAP IT Service Desk Operation
Material Price List Item In blocks of Metric Price/Sales
Unit Min.
Blocks Objects Included
7003014 SAP Application Limited
Professional User 1
SAP Application Limited Professional User
1.300 EUR 1
7009540 SAP Interaction Center
Management 1.000
Interaction Records
50 EUR 100 interaction records created per year
16
SAP IT Service Management Pricing Example
Example:
Price per Price List Item
15 Limited User €1300 per User €19.500
25.000 IT SM Transactions €3.500 per 25.000 Tickest €3.500
100.000 IC Records €5.000 per 100.000 Tickets €5.000
Final Amount License €28.000
•15 Users are working in the IT department
•1000 Employees should be enabled in order to create IT tickets in a self
service scenario
•15.ooo Tickets were created per year
•Call Center is used in order to create 80% of the tickets
17
Deployment Options for ITSM
CRM 7.0
ITSM
SAP
Solution
Manager 7.1
ITSM on CRM 7.0 provides:
A customer focused IT Service Management solution
Incident , Problem & Change Management for your complete IT landscape based on SAP CRM 7.0
Baseline for a Shared Service Center approach
Full capabilities of CRM Sales, Service and Marketing and future innovations within CRM
ITSM on SAP Solution Manager 7.1 provides:
Incident , Problem & Change Management for your complete IT landscape based on SAP CRM 7.0
Deep integration into ALM capabilities of SAP Solution Manager
Integrated Configuration Management capabilities for business processes, applications & infrastructure
18
SAP IT Service Desk Operation RDS Rapid-Deployment Solution
Pre-configured functionality, out-of-the-box
IT Service Desk
Incident- & Problem Management
Knowledge database with knowledge article
Ready for Computer Telephony Integration (CTI) with
SAP CRM*
Online Monitoring & Reporting
Ready for advanced KPI (Key Performance Indicator)
Reporting*
19
Successfully Deploy in 6 to 8 Weeks
User-acceptance testing
Onsite and remote support
Deploy
Successful rollout and adoption
Configuration documentation
Start
Mutually-approved scope document
Working SAP IT Service Desk Operation system
Project management
Kick-off workshop participation
Preparing technical infrastructure
Implementation
Testing
Key User Training
Run
Superior support to ensure smooth functioning
1 2 3
Expectations
Results
20
Immediate Value from Pre-Configure Content You get what you need to run your business „Out-of-the-Box‟
Clearly defined scope
Includes pre-configuration content and knowledge transfer to key users
Fast-track implementation methodology
Enables you to go live in six to eight weeks
Powerful solution for incident, problem, and knowledge management delivered „out of the box‟ based on SAP IT Service Management
Start fast with what‟s most important and expand later
Value Adding Quick and Lean
Flexible pricing – „only pay for what you need‟
Attractive fixed-price services
Reduced resource requirement from Business and IT
Cost-effective
Highlights
ITIL compliant & certified IT Service
Management tool
Web-based user interface which is
highly flexible and easy to extend
End-to-End process integration into
Application Lifecycle Management on
Solution manager 7.1
One solution to manage both SAP and
non-SAP components
CRM RDS available – Solution
Manager RDS will follow
Summary Key Take-Aways of SAP IT Service Management
Solution Manager and Enterprise
Support Services Dirk Smit
ALM Engagement Manager Stephane Colas SAP Maintenance Sales Manager,
Africa
© 2011 SAP AG. All rights reserved. 23
Agenda
Introduction
1. Solution Manager Overview
2. Enterprise Support Services
Enterprise Support Academy
Continuous Quality Check & Improvement Services
© 2011 SAP AG. All rights reserved. / Page 24
THE BEST SUPPORT ON THIS PLANET Begins with the Best Delivery Organization
GLOBAL ORGANIZATION
LOCAL ORGANIZATION (54 COUNTRIES)
6,000+ SUPPORT ENGINEERS
15,000+ DEVELOPERS (AS BACKUP)
40 YEARS OF EXPERTISE FOCUSED ON:
Ensuring Business Continuity
Driving Business Process Improvement
Reducing Total Cost of Operations and Innovation
Accelerating Innovation
STRENGTH
AVAILABILITY
EXPERIENCE
7x24 FOR OUR CUSTOMERS
ISO: 9000-2001: certified annually for
more than 35 countries
Designed by Oliver Huschke
© 2011 SAP AG. All rights reserved. / Page 25
4,637 Customer Quotes
103 Reference Customers
125 Reference
Assets
43 TCO Cases
26 Benefit Cases
16 Value Cases
6 Customer Video
Testimonials
SAP ENTERPRISE SUPPORT
IS THE RIGHT CHOICE
MORE INFORMATION...
CORPORATE PORTAL QUICKLINK:
SUPPORT4SALES
© 2011 SAP AG. All rights reserved. 26
SAP supports best practices in 11 core Application Lifecycle Management process
areas, providing guidance on how to manage SAP and non-SAP applications in the
most efficient and structured way
Application Lifecycle Management Processes An Approach in Six Phases of ITIL Application Management
Solution
Documentation
Template
Management
Solution
Implementation
Test
Management Technical
Operations Change Control
Management
Maintenance
Management
Business Process
Operations
Application Incident
Management
Upgrade
Management
Landscape
Transformation Require- ments
Design
Deploy
Operate
Optimize
Build and Test
© 2011 SAP AG. All rights reserved. 27
Require- ments
Design
Deploy
Operate
Optimize
Build and Test
Following SAP’s ALM Approach you will have
a “Single Source of Truth” Established
All business
processes
All test
information
The entire
documentation
All customer
developments
and functional
enhancements
All service planning,
deliver and follow-up
information
All incident and
problem information
All maintenance
activities
Business Process
Operations
All change
information
All training
information
All monitoring data All service level information
All systems
© 2011 SAP AG. All rights reserved. 28
Key Benefits SAP Solution Manager helps you take swift actions throughout the lifecycle
Decreases complexity and streamlines internal
processes
Minimizes manual effort
Reduces operational costs
Eases introduction of business innovation
Ensures system stability
Included with SAP Enterprise Support
Unlock Solution Manager functionalities with
Enterprise Support
© 2011 SAP AG. All rights reserved. 29
SAP Enterprise Support The Industry-Leading Support Offering
Protect your business
and achieve operational
excellence
Drive efficient
implementations that
meet your business
needs
Foster your company‟s
growth by continuously
evolving your business
and IT processes
© 2011 SAP AG. All rights reserved. 30
The SAP Enterprise Support Academy Experience 2012
Your one-stop shop for SAP Enterprise Support services
Best
Practices
library full of
product-,
database- and
operating
system-specific
how-to guides
for your
everyday
business
Meet the
Expert
Sessions
live webinars
conducted by
SAP experts
on SAP
Enterprise
Support
services and
SAP Solution
Manager
Accelerated
Innovation
Enablement
live expert
sessions to
evaluate the
innovation
capabilities of
enhancement
packages for
SAP Business
Suite
Expert-
Guided Implementations
remote
sessions by
experienced
SAP service
experts
providing
workshop style
interaction
Guided
Self-
Services
which you can
run any time
and at your
own pace in
your own
system
landscape
Solution Lifecycle
Methods & Tools
Quick-IQs,
etc...
Tutorial on
how to make or
change system
settings by
providing the
related system
recording
Access role-based content in the format that suits you best
© 2011 SAP AG. All rights reserved. 31
The meet the expert series of the SAP Enterprise Support Academy brings
SAP's engineering competence right to your desk, irrespective of your location.
SAP Enterprise Support Academy Knowledge Transfer Methods:
Meet the Expert Sessions
1-2 hours
live webinar
sessions
Scope
The portfolio will cover the entire
variety of support specifics as
part of end-to-end operations:
topic deep dives will equally be
covered as well as new
concepts or strategy items.
Examples
How to get started with
SAP Enterprise Support
SAP Solution Manager 7.1:
Application Lifecycle
Management
Benefits
The format is interactive as
it will allow for questions and
answers.
Recordings can be accessed
through the meet the expert
archive.
Book now...
Meet the Expert Sessions
SAP expert Participant
Access recordings...
© 2011 SAP AG. All rights reserved. 32
Expert-guided implementations are workshop style sessions to guide you through technical steps
to implement best practices for operations including basic configuration settings, business
process monitoring setup, custom development management, and more in your own system.
SAP Enterprise Support Academy Knowledge Transfer Methods:
Expert-Guided Implementations
Book now...
Empowering
1-2 hours
each morning
Execution
2-3 hours on the
same day
Expertise
on demand
during execution
Daily feedback to SAP expert will be the basis
for the next day„s empowerment
Scope
Unique training, practical
experience and expertise on
demand, focusing on application
lifecycle management with SAP
Solution Manager and preparation
for self-service delivery
Examples
Basic configuration and
update
Technical upgrade to SAP
Solution Manager 7.1
Remote support component
Benefits
Direct access to SAP expert
Direct execution of planned
activities in your SAP
landscape during delivery
Convenient and safe remote
delivery
* See SAP Enterprise Support Academy terms & conditions for more information on the service entitlement.
Expert-Guided Implementations
© 2011 SAP AG. All rights reserved. 33
Scope
Improve the most common areas
like system performance, data
volume management, change
management, security
optimization, business process
using guided procedures.
Examples
Business process
improvement
Data volume management
Security optimization service
SQL statement tuning
Transport execution analysis
Benefits
Use them by your own, when
and how often you want
Guided self-services are
executed via
SAP Solution Manager
SAP Enterprise Support Academy Knowledge Transfer Methods:
Guided Self-Services
With guided self-services SAP offers customers proven procedures to analyze and optimize their
systems. These procedures are based on the experience of a multitude of service deliveries to
thousands of SAP systems.
Read more...
Self-service
execution via
guided procedures
Guided Self-Services
© 2011 SAP AG. All rights reserved. 34
SAP Enterprise Support Deliverables Continuous Quality Checks & improvement services
Continuous Quality Checks (CQCs) are remote services which help to
reduce technical risk and outline optimization potentials
Benefits:
Cut down on time and budget for implementation and innovation
Improve system performance, availability, stability and data consistency
Proactive hands-on help by SAP
Comprehensive set of continuous quality checks available
Quality checks to avoid critical situations in the future
– active risk mitigation
SAP
© 2011 SAP AG. All rights reserved. 35
Build Integration and Going Live
Operations &
Continuous Improvement and Upgrades 2 3 Implementation Project
CQC for Implementation
CQC Going Live Support
CQC Integration Validation
CQC Configuration Check
Modification Justification Check
Custom Code Maintainability
Check
CQC Upgrade Assessment
CQC EHP Installation
Check
CQC for Upgrade
CQC Downtime Assessment
CQC Going Live Support
Plan Evaluation – Solution Design
Run Post Going Live Support
Upgrade
* The portfolio of continuous quality checks and improvement
services is also available for customer of the indirect channel,
through shared delivery of SAP partners and SAP.
CQC Business Process
Performance Optimization
CQC Technical Performance
Optimization
CQC Data Volume Management
CQC Security Optimization Check
CQC EarlyWatch Check
CQC Business Process Analysis &
Monitoring
CQC Solution Transition
Assessment
CQC OS/DB Migration
CQC Transport Execution Analysis
Accelerated Innovation
Enablement
SAP Enterprise Support Deliverables in Detail Continuous Quality Checks & improvement services along the
SAP Software Lifecycle*
Implement Better Operate Better Innovate Better
© 2011 SAP AG. All rights reserved. 36
Accelerated
Innovation Enablement
Access to SAP Solution
Architects to evaluate the
innovation capabilities of the
latest SAP Enhancement
Package and how it may be
deployed for your business
process requirements.
Modification
Justification Check
Expert advice on how to
avoid SAP source code
modifications whenever
possible by using SAP
standard functionality or by
taking advantage of the SAP
Enhancement Framework.
Custom Code
Maintainability Check
Evaluates quality of your
custom developments with
regard to upgradeability and
maintainability.
SAP Enterprise Support –
Improvement Services
© SAP 2010 / Page 36
© 2011 SAP AG. All rights reserved. 37
Become a Best-Run Business with SAP Enterprise Support
Run Better with SAP
We deliver the market-
leading enterprise
solutions and the best
business-focused
support, to help
companies build
competitive advantage
now and in the future.
SAP Enterprise Support
helps our customer do
what they do best,
even better!
Improve
Business Continuity
Reduce Business
Downtime
Lower Implementation
Costs
Innovate
Faster
Lower Operating
Costs