it service management features & functions

SAP ITSM on SAP Solution Manager 7.1Features & FunctionsALM Solution ManagementMay 2012

© 2012 SAP AG. All rights reserved. 2

Content:–ITSM cross Features–Incident & Problem Features–Service Request Management–Knowledge Article–Service Level Management–Change Management–Analytics

issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITILFramework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching

SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up

transactions call agent notification services contacts licenses Incident Management priority messages SAP SolutionManager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorizationlocking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAPnotes support organization partner ecosystem business partner

ITSM cross – Features





IT Service ManagementBusiness Role SOLMANPRO with SAP Solution Manager specific enhancements

The Business Role „ SOLMANPRO“ is designed to process professionally incidents, problems, requests for changes andchange documents.The role includes functional enhancements and deep integration in ALM processes of SAP Solution Manager.

It runs integrated in the existing SAPITSM functionalities, so typical SAPCRM or SAP ITSM functionalitiescan further be used .


IT Service ManagementText Management

Better overview about text log historyUse text templates (personnel or system templates)Maintain own text templates(personnel or system templates)Use filter to focus on specific text typesActivate /Deactivate the display of the system contextIncrease / Decrease the text areaActivate / Deactivate the Rich text formatting


IT Service ManagementDurations

The system can automatically calculate the duration of a Incident.

Per default, two duration types are delivered:Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“Total duration: Calculates the total time it took to complete the transaction

You can display durations in the Dates assignment block as well as in the Service Level Agreement assignment block.


IT Service ManagementFollow-Up Transactions and Scheduled Actions

You can configure the system so that you can create all sorts of transactions as follow-up of a Incident, for example a Requestfor Change:

You can schedule and execute actions in the Incident:


IT Service ManagementRelated Transactions

In the Related Transactions assignment block,

the system automatically updates links to transactions which are related to the Incident processing, e.g. the InteractionRecord, a service contract, or a knowledge article which was created as follow-up of the Incidentyou can manually add any further transactions which are relevant for the Incident to refer to them


IT Service ManagementDisplay Object Relationships

If object relationships exist for an object entered on the Incident‘s header, you can display the relationships from the Incident.


IT Service ManagementProcessing Log

The processing log provides a consolidated audit trail of changes made to a transactionVarious log types are available for selectionOne type can be defaulted for viewingChanges to fields can be logged selectively


IT Service ManagementTime Recording

Time Recording enables fast and easy entry of time spent working on aincident or problem:

Time record details can contain: Actual duration, employee responsible, serviceproduct quantity, service type, valuation type, etc.Typically the user only needs to enter the actual duration and start time

If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmationitem per entered time record


IT Service ManagementAttachments

The Attachment Assignment Block offers to upload any document from your hard disk or to link to existing documents in thecontent of the Knowledge DatabaseAny changes on attachments are saved in versions.It is possible to check in /check out documents of the attachment AB.A where used list shows all related documents where the attachment is linked to.


WorklistView on Messages based on Organizational assignmentsBelonging to - me

All documents in which the User is assigned as „Processor“ or „Reporter“

Belonging to - my group

All documents in which the „Processor“ belongs to the same organization team as the user.

Belonging to - my Team

All documents in which the „Processor“ belongs to the same organization team as the user plusdocuments in which the user is the current „Processor“

Belonging to - my company

All documents which has the same customer (Sold-to-party) as the user is related to.

Belonging to - my responsibility Group

All documents which have a „Support team“ assigned and the user is defined as Head of this organizationlevel.

Assigned to - me

All documents in which the user is assigned as current „Processor“

Assigned to - My Groups

All documents which are assigned to a „Support team“ which also theuser belongs to

Assigned to – „Team XYZ"

All documents which are assigned to exactly this team. The use must alsobe assigned to this organization to choose this specific team.


Usefull Home Widgets

FavoritesSave any ticket as your personal or as ancommunity favorite

My ShareboxShare Tags, Favorites, Saved Searches or Savedreports with colleagues

TagsDefine own tags and build your own tag cloud

My Saved SearchesDefine a set of filter criteria for your search andsave it for a quick access

My open TasksReceive tasks from changes, service requests orindividual tasks . Start processing themimmediately . Workflow based!


Mail Form

Design one or several eMail forms based onHTML

Use any parameter from the ITSM tickets

Insert graphics and logos

Mail notifications are triggered via actions andconditions.

Choose the right mail form based rule engine.

(This mail form substitutes SMARTFORMS)


Positive Call Closure Survey

In conjunction with ITSM processes , it ispossible to define online questionnaires.

After the requestor confirmed his ticket a linkto the online survey is automatically send viaeMail .

Results are stored in a survey table or directlyin SAP BW for further analysis.

Incident & Problem– Features





IT Service Management on SAP Solution ManagerITSM Roles and predefined UIs

1st Level Support

Self ServicePortal

Incident &Problem

ManagementRoot CauseAnalysis,

KnowledgeManagement,

ITSM 1st LevelSupport

Incident Pre-Clarification,Search, Dispatching

PhoneCall

E-Mail

IT Service Desk*Telephony

Integration / E-Mail /Chat /

*SAP CRM Pricelist component

ServiceRequests

Incidents

“SOLMANREQU -Solution ManagerITSM End User ”

ITSM Professional

ChangeManagement

+ ChangeManagement

Administration+ Masterdata,

ServiceOperations

(Categorization,Rules, etc.)

Analytics+ ITSM

Dashboards,ITSM BWReportings

“IC_AGENT -InteractionCenter Agent ”

“SOLMANDSPTCH - SolutionManager ITSM Dispatch ”

“SOLMANPRO - Solution Manager ITSM ”

Enhanced with authorization roles


IT Service Management on SAP Solution ManagerCollaboration Portal for Business Users

Highlights:Display own incidents, andservice requestsGuided procedure to createincident or servicerequests. Include guidancedocumentation for endusersInteract with IT help deskEnable search for knownsolutionsSet own data (my objects,password, contact data, ..)

Web Self Service UI – End Users can manage their incidents and requests

Create and viewyour incidents in

one single UI


End Users create incidents

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is providedwithout a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement


1st Level / Dispatcher UISOLMANDSPTCH

Worklist withtickets in status

new orunassigned


IT Service Management on SAP Solution ManagerProcessing UI for First Level Users

Highlights:Quick access in TabviewFast closingE-Mail InboxDispatchingAssignment BlockNew message fromtemplate

Dispatcher UI:First Level UI for a quick message creation on behalf of Business Users

CreateIncidents for

Business Users

T-screen withquick access to

relevantinformation

• Creation based ontemplates.

• Quick confirm• Rule based Dispatching


IT Service Management on SAP Solution ManagerManage E-Mail Both Inbound and Outbound

Highlights:Receive e-mails from endusersTransfer e-mails intoincidents or servicerequestsRejection of e-mailspossibleSolutions will be providedvia e-mail automaticallyReplies from end user willbe attached to the existingIT document

Dispatcher Inbox:for e-mails and undispatched incidents & service requests

Search for new e-mails to evaluate and

dispatch


IT Service ManagementProblem Overview

A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to aproblem, users process only that problem rather than processing multiple incidents individually.

Nearly all functions as described forthe Incident also apply to the problem.Not included in the problem are:• Unlock• Find Related Problem• Process Flow of Service

RequestIn addition to incident functions, theproblem offers:• Related Incidents

assignment block tobundle incidents

• Pricing, shipping andbilling assignment blocks


IT Service ManagementSLA Determination and Date Calculation

Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects,installed bases, and sold-to parties.In the Incident, the service and response profiles can be flexibly determined from these objects based on adetermination procedure.Dates like “To Do By“ can be automatically calculated based on the service and response profile information.


IT Service ManagementEscalation

Due < Current?

When the due date of an incident, problem, or request forchange is exceeded it can be escalated by a backgroundaction.

Escalation level is increasedEscalation date is set

The transaction can be escalated in two levels.

Escalations can be lowered by a manual action in thetransaction.

Escalation level is reducedEscalation date is deleted


IT Service ManagementSolution Categorization

Solution categories are used to classify problems, forexample, as known error or problem caused by change.The solution categorization can be set after a final solutionhas been found. It has mainly reporting benefits to analyzethe efficiency of the Problem Management.


IT Service ManagementFunctions Based on Multilevel Categorization (1)

The incident / problem can be categorized on multiple levels with severalcategorization blocks.

To “auto complete“ a Incident, the processor needs to select a categorization and the system can then find and copy atemplate which was assigned to this categorization

Problems with the same categorization as entered in the Incident can be proposed by the system when choosing “FindRelated Problems“

Knowledge articles with the same categorization as entered in the Incident can be proposed by the system whenchoosing “Find Knowledge Articles“


IT Service ManagementExample: Find Knowledge Articles (2)

‘Find Knowledge Articles’ finds knowledge articles which have the same categorization on header level as a incident, problem, orrequest for change.


IT Service ManagementDispatch

Dispatching allows to assign a incident / problem to another employee or service team based on flexibly definable rules, forexample if a help-desk agent cannot solve an issue remotely and wants to dispatch the incident to the 2nd level support.

Rules for dispatching are set up in the Rule Modeler.


IT Service ManagementKnowledge Article Integration

Knowledge Articles assignment block: Search for relevant knowledge articles via F4 helpFind knowledge articles (from the “More“ button on header level): Proposes knowledge articles which have the samecategorization as the IncidentSuggest knowledge articles (from the Knowledge Articles assignment block):Proposes knowledge articles which are assigned to a category in the categorization schema

To help process the Incident, the processor can search for knowledge articles in the Incident:


IT Service ManagementAuto Suggest Knowledge Article Alert in Interaction Center

To automatically inform agents about knowledge articles matching the service transaction‘s categorization,an alert can be set up:

From the alert, the agent can:access the list of proposed knowledge articlesreview the knowledge articles detailssend the knowledge articles via e-mail


IT Service ManagementBusiness Process assignment

In the Assignment Block „Projects“ it is possible to assign any process / process step based on the Solution documentation (intransaction solar01).

Multiple assignments are possible.

If an incident was reported out of the Business Blueprint, the process assignment is automatically done.

You can e.g. display all incidents based on Business process search


ALM Assignment Block

Centralized view on the creation source of the incident ticket.Overview information and link to a detailed viewSources could be:

o Test Managemento Business Processeso BP Monitoring Alerto Technical Monitoring Alerto Service Issueo 3rd party interface, etc…


IT Service ManagementSAP Collaboration (1)

The Assignment Block „Sap Collaboration“ is used to create SAAp support messages.It guides the user through several steps where at the end the incident / problem will create a corresponding message inSAP Support Backbone.All the further communication with SAP can be done hereBefore sending a message to SAP we recommend to search in the SAP xSearch, which is search over all known SAPsources, such as SAP notes, SAP library, SAP SDN, etc.



It is also possible to open a service connection to SAP and maintain login data, so SAP support employees can remote loginand make an analysis.The guided procedure collects again all relevant data, that you want to send to SAP SupportIn case the priority is high or very high it would also be necessary to maintain Business consequences.



With a prerequisite check, it will be avoided that messages would not be created, because of e.g. a mismatch with theassigned S-user and installation number.

In the final step you get an overview about all data that would be send to SAP.

In the AB you also would confirm the SAP message and fill in the Positive Call Closure.


IT Service ManagementSAP Notes

In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP message will bedisplayed.It is also possible to add manually SAP notes or to start the SAP Notes search on SAP ServiceMarketplace.


IT Service ManagementTest defect Management

Find detailed information about the the related test case if the incident was created out of SAP Solution Manager TestManagement in case of an test defect.

Use the Incident Management search to find all incidents related to an Testplan.


IT Service ManagementBusiness Process Monitoring Alerts

The Assignment Block shows the relevant Project or Solution and the process in which the BusinessProcess Monitoring has detected an alert. Those alerts can automatically trigger to create an incidentmessage.In this AB it is possible to identify which Business process is affected and if you show the alert you will getfurther details of the monitoring alert.


IT Service Management3rd party interface

If the 3rd party Web Service interface is activated to connect SAP Solution Manager to another Help Desk system, in thisAssignment Block the synchronization per incident would be managed.

It is possible to be connected with multiple 3rd party systems

You can trigger manual actions, such as synchronize, send message, etc. here


IT Service ManagementIndividual actions

There are individual actions that are preconfigured in SAPSolution Manager . Most of them are bundled with conditionsand are therefore processed in background.The actions that can be triggered manually could beperformed in the Assignment Block „Scheduled actions“Alternatively the actions that start a method could also betriggered in the Menu bar.Customers can use the actions to realize individual steps inthe support process

Dispatch to different teamZ_Action1Z_Action2


IT Service ManagementSLA Alerts & Escalation

Definition of Service timesDefinition of IRT and MPT times based on prioritiesMaintain SLA relevant StatusAutomatic Recalculation of IRT/ MPT in case of Status- orPriority changesPercentage of left over time of reaction and processingtimeDefinition of percentage level which is setting an additionalescalation statusEscalation triggers notification to an Business Partner (tospecified which?).


IT Service ManagementIncident Management Work Center (1)*

Opens ITSMProfessional Role

Shows the messagewhich were created inSAP Solution Manager

7.0 Service Desk

Shows the incidents/problems which were

created in SAP SolutionManager 7.1 Incident

Management

*still available in 7.1 , but no further innovations


IT Service ManagementIncident Management Work Center (2)*

Opens the Professional Role toprocess the incident

Quick view on messages

Add the current incident to anindividual watch list

*still available in 7.1 , but no further innovations

Service Request Management





Service Request Management

Creating a new service request is embedded in Web Self Service UIEasy consumption

Guided procedureUse of template and predefined categories

Individual data input tab can be defined for each service requestTOP 5 service request can be defined as Quick ButtonsIntegration with CRM Billing and Service catalogues possibleService requests have similar functionalities as the incident

„A service request is defined as : A request from a User for information, or advice, or for aStandard Change or for Access to an IT Service. For example to reset a password, or toprovide standard IT Services for a new User. Service Requests are usually handled by a

Service Desk, and do not require an RFC to be submitted”


IT Service Management on SAP Solution ManagerService Request Processing

Highlights:Guided Service Request inSelf Service UI

TOP Service Requests

Flexible UI configuration ofindividual Service Requestforms

Task Checklist andapproval procedure forService fulfillment

Service Request ManagementOffer predefined IT services to the end user and enable service fulfillment with checklists

Push buttons foreasy creation ofservice requests


End User requests predefined service

Top 5 ServiceRequest

Possibility to selectother existing

service requesttemplates

Per Service Requestone predefined

assignment block canbe defined


Service Request FulfillmentPost processing of Service Request

With checklists all individual tasks (“steps“) required to fulfill a service request can be defined andprocessed:

Sequential and parallel processing visualized by graphical process flowDetermination of checklist and checklist processors via rulesSAP Workflow integration to inform step processorsWork instructions, action processing, long text available in step detailsChecklist specific search criteria in search pages and IC inboxAvailable for service requests / incidents, problems, requests for change, service orders



Checklist (2)


Knowledge Article





Knowledge ArticleKnowledge Article overview

Knowledge Article in SAP ITSM on SAP Solution Manager :

Capabilities:• Can be used with service processes in the interaction center (IC) and SAP Solution Manager Professional ITSM• Faster access to specific information via categorization and full text search• Easy integration to other CRM based objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more• Multilingual and multiple text authoring• Attachment capability and special authorization scopes• Open interfaces for import and export from and to existing knowledge bases• Automatic update/creation of knowledge base index when a knowledge article is saved

Knowledge Article is a single source of different types of information

Allows you to create, represent, and distribute knowledge within your organization.

Is based on one order capabilities & can be integrated with 1 order objects


Knowledge ArticleKnowledge Article – UI


Knowledge ArticleKnowledge Article: Multilingual

Allows you to create knowledge articles in multiple languages thereby achieving “Globalizationthrough Localization”

And there is more…..


Knowledge ArticleE-Mailing of Knowledge Article in the Interaction Center

Multiple knowledge articles can be attached as PDF documents and e-mailedto the customer (in Interaction Center)


Authorization Scope acts as an indicator to classify the knowledge articles by the audience theyare intended for

Knowledge ArticleAuthorization Scope


Knowledge ArticleTemplate

Provision of knowledge article templates with pre-filled details, allows one to create knowledgearticles from it, without wasting time on filling the same details over again

Service Level Management





Service Level ManagementService Level Agreements

Service Level Agreements are used in SLA determination to assign the correct service profile and response profile toservice transactions such as Incidents, requests for change, and service orders.

Service Level Agreements are defined with:

Service Profile: It defines the time frames when the services specified in the service contract must beexecuted. The service windows defined in the service profile are used as a basis for calculating the start and enddates defined at service process level and the response times.

Response Profile: It defines the periods within which the processing of the service in the service process itemshould have started, and by when the processing should have been completed. The corresponding dates (firstresponse date and completion date) are calculated based on these periods and with reference to the serviceprofile in the service process, which was created with reference to the contract.


Service Level ManagementService Profile and Response Profile in Transactions

A service profile and response profile can be assigned to a number of transactions, such as service request / incident,problem, request for change, and service orderThey can be determined from objects to which they have been assigned, like contract, product, Ibase, object, service orsales organization, or a specific business partner


Service Level ManagementService Levels Assignment Block

The Service Levels assignment block is available in the following objects and can be used in SLA determination to assign thecorrect service profile and response profile to service transactions:

Business partners (sold-to party)Product items and productsObjectsIBases, IBase components, and IBase text componentsSales and service organizational unitsService contract


Service Level ManagementDefinition of Service and Response Profiles

The response profiles and service profiles must be defined so that they can be assigned to the masterdata.

Change Management





New Features in Change Request ManagementNew User Interface

State of the art, modern user interface leveragingWeb 2.0 paradigmsBased on CRM Web Client UI FrameworkSimple information and navigation architecture tofacilitate finding, reviewing and editing ofinformationBroad personalization capabilities across allsoftware areas to let the user decide how he worksbest

This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warrantyof any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement


New Features in Change Request ManagementSupport for Templates

Create templates for reoccurring changesUse templates to create new requests for change

Template support for Requests for Change


Template

MultipleRequests for Change


New Features in Change Request ManagementSupport for multiple change documentsNew Request for Change supports multiple change documents

Definition of scope for a request for change scope is done via scope assignment blockAll kinds of change documents can be combined without restrictionScope assignment block gives instant overview about all change documents and their status


Add Scope Item

Define ChangeCategory &

IBase


New Features in Change Request ManagementApproval ProceduresSupport for easy customizable approval procedure

Process flow for request for change approval - easy customizableApproval procedure determination via rules frameworkIntegration to SAP Workflow:Approvers can be informed via workflow item



New Features in Change Request ManagementTransport & Task Overview

Central access to transport relevant functions

Overview aboutall related tasks

Direct access totransport logs

Information aboutcritical transport

objects or conflicts

Enhanced transparency for transport requestsList of all related transports and tasks of a change documentDetailed information about status, owner and much more

Display details about transportof copies



New Features in Change Request ManagementEnhanced Logging InformationIncreased transparency between backend and change document

New Assignment Block „Application Log“Overview about executed backend & task list actionsDetailed information about each action (Parameters, Messages) easily accessable



New Features in Change Request ManagementSystem Landscape & Track Overview

Get instant overview about system landscape and project trackNew Assignment Block „Landscape“ for change documents and project transactionsOverview about all systems of current track, including system type and relevant flagDirect logon possibilities to all systems

1) Initial display mode

Only current relevant system is display

2) Extended display mode

All systems of landscape and track are displayed



New Features in Change Request ManagementBetter ALM Integration

Integration to Test Management

Assign testpackages and testplans tochange request and change documentsAccess testpackages directly viachange requests and changedocuments

Integration to Quality Gate ManagementUse Change Request Management incombination with Quality GateManagementDefine quality gates with QGMApprove & control your changes withChange Request Management

Change Request / Document


Test WorkbenchTest WorkbenchTest Workbench

Quality Gate Management Change Request Management


New Features in Change Request ManagementEnhanced Cross System Object Lock (CSOL)

Customizing settings can be done in normal and expert modeExpert mode provides functionalities to allow individual configuration of CSOL settingsAdditional locking option „cross project“ and mode„warning only“ introduced

“Expert Mode” for Cross System Object Lock



New Features in Change Request ManagementEnhanced Retrofit functionality

Detection of technical sequence dependenciesDetection of same objects to be retrofitted in which order

Advanced Control of Retrofit Sequence

Additional FeaturesEnhanced Logging of Messages

Access to TMS Alert Viewer

Access to BC-Sets

Comparison of compatible objects before retrofitting

Various Customizing Possibilities

Implementation of Customer Specific Requirements via Standard SAPBADIs

Better object support with Retrofit in Change Request ManagementAutomatic Import for Objects of Transport Request into the Retrofit System(Support of 100% of transportable objects!)

Automatic Categorization of Objects (Auto Import, Retrofit and Manual)

Set status also on Object Level, not only on transport request level

Possibility to perform retrofit on object level


Implementation Projects

Maintenance Projects in Cycles

DEV TST

Con QAS PRD


New Features in Change Request ManagementSupport for non-system related changes

A general change document can be created during all phases of a project. The change document “General Change” istotally independent of a project and can even be used without a project.General change documents provide a abstract status scheme for the implementation of those kind of changes.Use Case: The general change document supports the documentation of all non-system related changes (e.g. printersor other IT-assets) or other legacy systems changes

General Change*

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IT Assets

SAP Solution Manager

ChangeRequest

Service DeskMessage

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GeneralChange

Feedback

RequesterRequesterRequesterService

DeskEmployee

ServiceDesk

Employee

ServiceDesk

Employee

ChangeManagerChange

ManagerChange

Manager

IT Staff

Analytics





ITSM Analytics in SAP Solution Manager

+ SAP SolutionManager BW

Dashboard ReportingBased on SAP BusinessObjects Dashboards technologyPredefined Dashboard AppsEasy compilation of own dashboards, based on dashboardapps

Business WarehouseReporting

ITSM & Cross ALM KPIsBased on historical data (OLAP)Predefined Web TemplatesEasily extensible by customer

ITSM on SAPSolution Manager

OLTP* ReportingPredefined ITSM KPIsOperational reportsIndividual creation of reports via wizardSharing of reports

Online MonitoringBased on Search functionalitiesEasy access via „Saved searches“Graphical displayPost-processing via spreadsheet export

* Online transaction processingThis document contains intended strategies, developments and/or functionality and is not intended to be binding upon SAP to any particular course ofbusiness, product strategy and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.


IT Service ManagementMonitorPowerful Search

Multiple search criteria thatcan be combined completely freeSave search settings for laterreuse and direct acccessGraphical representation of search results as PieCharts or Bar Charts


IT Service ManagementInteractive Reporting for IT Service Management

CRM interactive reporting is a wizard-based tool for quick creation of CRM-interactive real-time reports – for IT AnalyticsProfessionals.

Reports can be created for different reporting areas, like incidents, problems and requests for change.

Highlights for Monitoring about IncidentsNumber and Percentage of incidents within and outside ofrequested end dateNumber and percentage of open IncidentsNumber of escalated IncidentsReaction time adherence rateClosure rateAverage work and total duration


IT Service ManagementInteractive Reporting - Capabilities

Report AreasIT Service Management

IncidentsProblemRequest for Change

Users can easily create and share reports

Easy to use creation / editing wizard with report preview

Deployment of reports to individual employees or organizations

Support of tables and graphical charts (Column Chart, Line Chart, PieChart, Bar Chart, Stacked Column Chart)

End users use an intuitive user interface to analyze theirdata

Leading edge user interface leveraging Adobe FlexDrill down/throughNavigate to Overview pagesExport to MS ExcelReports show real-time data

Interactive Reporting is a class of programs that facilitates and manages transaction oriented application, typically for data entry andretrieval transaction processing. Interactive reporting feature generates the report directly from the data from Transaction OrientedApplication. User can create the reports and can share It with different users.

With Solution Manager 7.1, no separate SAP BI system is required for reporting. Instead, the SAP Net Weaver stack that comes with SAPCRM itself can be used in order to run Interactive reports on the same machine

IT Service ManagementReal Time IT Service Analytics with Interactive Reporting

Target RolesSOLMANPRO

Analysis Report AreasIncidentProblemRequest for Change

Business QuestionsHow many requests are waiting for processing?What is the closure rate?How long is the average time for processing a request?How well are service level agreements adhered to?

Key MetricsNumber and Percentage of requests within and outside ofrequested end dateNumber and percentage of open requestsNumber of escalated requestsReaction time adherence rateClosure rate….

DimensionsTransaction IDStatusPriority, urgency, impactSubjectReasonInstalled Base (component)Employee Responsible, Responsible Service Org.Posting date...


IT Service ManagementCreating Interactive Reports – Access and Step 1

Create: Interactive Report.

The report area defines what should be monitored. In this example the incidents should be reported. There are other reportareas like service tickets or service orders.


IT Service ManagementCreating Interactive Reports – Step 2: Select Fields

The step 2 is to answer the question “Which information about the incidents should be monitored?”. The selected fields andkey figures will be displayed in the report.


IT Service ManagementExecuting queries of Interactive Reports

The queries can be integrated in a business role and are then available by choosing IT Dashboards and Reports in thenavigation bar. Three blocks (Incidents, Requests for Change, Problems) of queries will be shown and can be executed byclicking on the relevant link.


Preconfigured SAP ITSM BW Web Templates

Incident ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New incidentsSource AnalysisSLA AnalysisStatus iteration analysis

Problem ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New problemsStatus iteration analysis

Change ManagementAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New change requestsStatus iteration analysisTop 5 Changed ObjectsSize of Changes

ITSM CrossTotal ITSM tickets by priorityAverage Processing timeTime recording AnalysisWorkloadTotal amount by…New ITSM tickets

0

10

20

30

40

50

60

VeryHigh

High Medium Low

Total Duration

Working Duration

10

1814

18

0

5

10

15

20

01020304050607080

TotalWorkingEffortAverageWorkingEffort

0

1

2

3

4

5

6

01.2011 02.2011 03.2012 03.2012

IRT

MPT

0,001,002,003,004,005,006,007,00

Change Size

NormalChange

UrgentChange

DefectCorrection

0

2

4

6

8

10

12

14

16

ProjectA

ProjectB

ProjectC

ProjectD

ProjectF

Object D

Object C

Object B

Object A

T009T

Top 5 Most Changed Technical Objects


ITSM Analytics

BI Reporting functionalities

Predefined KPIs based on BI technology

Dashboard Apps for Incident, Problem & Change RequestManagement


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Motorola is a registered trademark of Motorola Trademark Holdings LLC.

Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork,SAP HANA, and other SAP products and services mentioned herein as well as their respective logos aretrademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, WebIntelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as theirrespective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objectsis an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and servicesmentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc.Sybase is an SAP company.

Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AGin Germany and other countries. Crossgate is an SAP company.

All other product and service names mentioned are the trademarks of their respective companies. Datacontained in this document serves informational purposes only. National product specifications may vary.

The information in this document is proprietary to SAP. No part of this document may be reproduced, copied,or transmitted in any form or for any purpose without the express prior written permission of SAP AG.


© 2012 SAP AG. Alle Rechte vorbehalten.

Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und inwelcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet.In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden.

Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponentenauch anderer Softwarehersteller enthalten.

Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, Systemz10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7,POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize,XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere,Tivoli, Informix und Smarter Planet sind Marken oder eingetragene Marken der IBM Corporation.

Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern.

Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken vonAdobe Systems Incorporated in den USA und/oder anderen Ländern.

Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer Tochtergesellschaften.

UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin sind Marken odereingetragene Marken von Citrix Systems, Inc.

HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C®, World Wide WebConsortium, Massachusetts Institute of Technology.

Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siriund Xcode sind Marken oder eingetragene Marken der Apple Inc.

IOS ist eine eingetragene Marke von Cisco Systems Inc.

RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerryStorm, BlackBerry Storm2, BlackBerry PlayBook und BlackBerry App World sind Marken oder eingetrageneMarken von Research in Motion Limited.

Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads,Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice,Google Mail, Gmail, YouTube, Dalvik und Android sind Marken oder eingetragene Marken von Google Inc.

INTERMEC ist eine eingetragene Marke der Intermec Technologies Corporation.

Wi-Fi ist eine eingetragene Marke der Wi-Fi Alliance.

Bluetooth ist eine eingetragene Marke von Bluetooth SIG Inc.

Motorola ist eine eingetragene Marke von Motorola Trademark Holdings, LLC.

Computop ist eine eingetragene Marke der Computop Wirtschaftsinformatik GmbH.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork,SAP HANA und weitere im Text erwähnte SAP-Produkte und Dienstleistungen sowie die entsprechendenLogos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern.

Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports, Crystal Decisions,Web Intelligence, Xcelsius und andere im Text erwähnte Business-Objects-Produkte und Dienstleistungensowie die entsprechenden Logos sind Marken oder eingetragene Marken der Business Objects Software Ltd.Business Objects ist ein Unternehmen der SAP AG.

Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Text erwähnte Sybase-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken derSybase Inc. Sybase ist ein Unternehmen der SAP AG.

Crossgate, m@gic EDDY, B2B 360°, B2B 360° Services sind eingetragene Marken der Crossgate AG inDeutschland und anderen Ländern. Crossgate ist ein Unternehmen der SAP AG.

Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben imText sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifischeUnterschiede aufweisen.

Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und Vervielfältigung dieserPublikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mitausdrücklicher schriftlicher Genehmigung durch SAP AG gestattet.


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