it service management on sap solman 7.1

IT Service Management on SAP Solution

Manager 7.1

2012 SAP AG. All rights reserved. 2

Disclaimer

This presentation outlines our general product direction and should not be relied on in making a

purchase decision. This presentation is not subject to your license agreement or any other agreement

with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to

develop or release any functionality mentioned in this presentation. 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 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. SAP assumes no responsibility for errors or omissions in this

document, except if such damages were caused by SAP intentionally or grossly negligent.

Overview


Change

Application Lifecycle Management Run SAP like a Factory

Business Process Monitoring

and Analytics

Monitoring of Systems, Technical

Scenarios and End User Experience

Build

Execution

Test

Execution

Deployment

execution

Build Mgmt

Test Mgmt

Release &

Deployment

Mgmt

Design Mgmt

IT Service Management

Minor Release

Urgent Change

IT Portfolio and Project Management

Project

Portfolio

Major Release

SAP Solution Manager: One Integrated Solution for IT Management

Business

Requirement Enhancement

Incident

Problem

Request for Change

Service Request

Single

Source

of Truth


Integrated IT Service Management and Application Lifecycle Management

SAP Solution Manager integrates Application Lifecycle Management and IT Service

Management processes on a single platform.

SAP

Solution

Manager 7.1 (with full SAP CRM

stack!)

CRM 7.01

SAP Solution

Manager 7.0

ITSM

ALM


SAP IT Service Management ITIL-compliant IT service and support processes

* pricelist component Source: https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm

Externally verified IT service

and support processes

Incident Management

Service Request Management

Problem Management

Change Management

Knowledge Management

Installed-Based & Object Management

(for Configuration Management)

Service Level Management

Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management
https://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttps://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttps://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htmhttp://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm


SAP IT Service Management ITIL-aligned IT service and support processes with SAP Solution Manager

Service Design Service Catalog Mgmt.

Service Level Mgmt.*

Capacity Management

Availability Management*

IT Service Continuity Mgmt.

Information Security Mgmt.

Supplier Management

Service Transition Transition Planning and Support

Change Management*

Service Asset and Configuration

Management*

Release and Deployment

Management*

Service Validation and Testing*

Evaluation

Knowledge Management*

Service Operation Event Management*

Incident Management*

Request Fulfillment*

Problem Management*

Access Management

Operation Activities

Service Desk (Function)*

Service Strategy Strategy Generation

Financial Management

Service Portfolio Management

Demand Management

Continual Service Improvement 7-Step Improvement Process

Service Measurement

Service Reporting* * preconfigured Best practice processes


SAP IT Service Management ITIL-aligned IT service and support processes with SAP Solution Manager

Service Design Service Catalog Mgmt.

Service Level Mgmt.*

Capacity Management

Availability Management*

IT Service Continuity Mgmt.

Information Security Mgmt.

Supplier Management

Service Transition Transition Planning and Support

Change Management*

Service Asset and Configuration

Management*

Release and Deployment

Management*

Service Validation and Testing*

Evaluation

Knowledge Management*

Service Operation Event Management*

Incident Management*

Request Fulfillment*

Problem Management*

Access Management

Operation Activities

Service Desk (Function)*

Service Strategy Strategy Generation

Financial Management

Service Portfolio Management

Demand Management

Continual Service Improvement 7-Step Improvement Process

Service Measurement

Service Reporting*

ITIL certified

ITIL alligned

* preconfigured Best practice processes


SAP IT Service Management on SAP Solution Manager Document types

Change

Normal, Urgent,

General

End User Self

Service Portal E-Mail / Phone

Mobile App / 3rd

party

Help Desk

Execution (ALM)

CTS+, RCA

ALM Process

Integration

SAP Frontend

Integration

Requirement

Mgmt.

QGM

Software Infrastructure

SA

P

Su

pp

ort

me

ssa

ge

Operations (with SAP ITSM )

Incident

Request for

Change Knowledge

Articles

Service

Request

Problem

Task


SAP IT Service Management on SAP Solution Manager Integrated IT

Support processes

IT Service Management

Application Lifecycle Management

Monitoring &

Alerting

Incident

Management

Root Cause

Analysis

Problem

Management

Impact

Analysis

Change

Management

Test

Management

Deployment

Management

Knowledge

Management


IT Service Desk Enhance Productivity of IT Service Desk Agents

Benefits Easy-to-use application for rapid adoption

with minimal training

Empower IT service desk agents with

powerful tools and information

Increase customer satisfaction and

service transparency

IT Service Desk

Provide IT service desk agents with an

easy-to-use application interface with

integrated communication toolset

Intuitive UI grants access to all processes and

functions which are necessary for the agent to provide best-in-class IT services

Communication management queues inbound communication, defines routing rules, and

routes communication to agents

Inbound communication processing and contact management enables agents to receive

customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected

configuration item

Integrated solution search enables fast and professional solution provisioning, for example by

integrated solution e-mailing

Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and

surveys as well as automated navigation


IT Service Desk Best Practice process

Highlights Account identification with object and

installation identification

Interaction History

Agent Inbox

E-Mail Response Management System

Scripting, Alerts and Messages

Optional integration with SAP BCM or 3rd

party telephony system

Receive call or eMail Create incident by

template Close message Complement

data

IC Agent

Receive a call

and create

IT message

Receive

incident

Search for

solutions

Provide

solution

IT Support 1st Level IC Agent

Notification

to end user

Categorize IT Ticket and

search for quick solution

Optional -

Handover to

2nd Level.

IT Support 2nd Level

Analysis

Handover to

Change

Management

Create

Request

for

Change

OR


Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Incident Management Increase Efficiency of Responding to User Requests

Benefits Increase IT support productivity

Deliver the best solution in a timely

manner

Enhance customer satisfaction

Incident Management

Provide IT service desk agents with an

easy-to-use application interface with

integrated communication toolset

Incident creation captures all relevant information including references to configuration items

and enables rule-based dispatching as well as escalation management

Incident 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 completion closes user requests and notifies users; optionally it can trigger follow-up

processes such as recording of working time, billing, etc.


Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Incident Management Best Practice Process

Highlights Related searches based on

Categorization

Multiple inbound channels through ALM

integration

Flexible UI enhancements

(Auto) Dispatch to Teams based on end

user data or system data or categorization

Create

IT message Categorize IT Ticket with

guided procedure Receive

incident

Search for

solutions

Provide

solution Send to

IT Support

Optional -Handover to

Problem Mgmt.

IT Support 1st Level Business User

Notification to

end user

Multiple

inbound

channels


Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Service Request Management Increase Efficiency of Responding to User Requests

Benefits Increase IT support productivity

Deliver the best solution in a timely

manner

Enhance customer satisfaction


Capture, document, and track all

user requests from creation to

resolution

Service request creation captures all relevant information including references to configuration

items and enables rule-based dispatching as well as escalation management

Service request classification categorizes user requests based on multi-level categorization

and enables solution suggestions as well as auto completion

Service Request fulfillment helps the support staff to delegate predefined tasks via workflow.

Read , fulfill and document the tasks and notify the completion to the main processor.

Service request completion closes user requests and notifies users; optionally it can trigger

follow-up processes such as recording of working time, billing, etc.


Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Service Request Management Best Practice Process

Highlights TOP n Service requests in Self Service

Portal

Individual Service Request data tab

Checklist steps to fullfill the service

includes Workflow tasks

Integration in Change Management

Service Request Fullfillment Business User

Create

IT Service

Request

Select offered

Service

Receive

Service

Request

Process

according to

checklist tasks

Complete

Service

Request

Forwarded

to

IT Support

Send back to

enduser

Fill in SR

specific

data

Workflow tasks to

several IT

employees


Problem Management Investigate and Resolve Issues in the IT Infrastructure

Benefits Document problem investigation in detail

Speed up incident resolution

Make investigation results available to all

relevant parties

Provide detailed information to change

management

Problem Management

Investigate, resolve, and document

issues in the IT infrastructure

as well as workarounds or solutions

to them

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.


Problem Management Best practice process

Highlights Combine multiple incidents with same

cause & lock related incidents

Deep investigation of issues with

Impact & Root Cause Analysis

Forward problem messages to SAP

Create Tasks, Knowledge Articles or

Request for change as follow-up.

Create

Incident message Analysis

Search

solutions &

Dispatch

Lock related

incidents

Deep issue

investigation

Provide solution

& Update

Incident(s)

Multiple

inbound

channels

IT Experts

Handover to

Problem

Management

Create

Problem

message

Create

Knowledge

Article

Create

notifications Create

tasks

Handover to

Change

Mngmt.

Create

Request

for

Change

IT Support

1st Level

Business

User IT Support

2nd Level


Change Management Ensure Authorized Changes are Proper and On Time

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

Change Management

Request, approve, and document

IT infrastructure changes to make

sure that only 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


Change Management Ensure Authorized Changes are Proper and On Time

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

Change Transaction

Create

Change

Transaction

Approve /

Reject Request Handover to

Execution

Process

Request

Notification

via

Workflow

Execute & document

Change

SAP and non-SAP

Changes

Technical & non Technical

Changes

IT Assets Admin Tasks

Test

Change

Confirm

Change

Change Request

Management supports all

types of changes

System Landscapes

Requester Change

Manager

Approver Change

Manager

Developer &

IT Staff

Tester Requester

Request for Change

Create

Request for

Change


Problem Management Investigate and Resolve Issues in the IT Infrastructure

Benefits Decrease time to resolution for known

issues

Leverage and publish organizational

knowledge

Minimize training time for new support

employees


Document solutions and offer them

via search to the IT service desk

and directly to end users

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



Highlights Multi -language, Approval concept

Publish knowledge to 1st Level support &

end users

Use integration in Service Desk, incidents

and problems

Search released solution

in Knowledge database Assign Knowledge

article (KA) to ticket

Provide

solution

IT Support 1st Level Business User

Notification to

business user

Describe

solution

IT Support 2nd Level

Create KA with

problem & solution

descriptions

Check &

release KA

Create

Knowledge

Article

Search released solution

in Knowledge database

Notification to

end user


Service Asset and Configuration Management Gain Complete Control over Your Configuration Items

Benefits Manage IT assets and track configuration

information

Analyze potential impact of any

infrastructural changes

Leverage SAP ERP for IT procurement

and service processes

Service Asset & Configuration

Management

Track and manage configuration

items which are referenced in

service processes

IT asset procurement covers all types of purchasing for hardware and software, leveraging

central vendor and contract information

Receiving assets creates both technical as well as financial records, i.e. equipment and fixed

assets in can be created automatically

Installed-base management manages relationships of IT equipment, allowing the installation

or assignment of items, keeping the information automatically in sync between ERP and CRM,

if required

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


Service Asset and Configuration Management Best Practice impact analysis process

Highlights Download IT assets from SAP ERP

Show object relationships and related

service transactions

Integrated via Communication layer with

SAP infrastructure

Impact Analysis in ITSM processes

Detailed object information:

Who is owner?

Who has last changed?

Which services are in process?

Where is object located?

Validate request

for change

IT Support processor

Incident relationship

analysis

Object connections & more details:

Which objects are connected?

Object properties ( IP, release, etc.)

Where used analysis

Object relations :

Object relations in topographic

network view?

Check critical path

Analyze existing alerts

Define

change risk

Resolve

incident


Service Level Management Optimize Service Delivery and Provide Transparency

Benefits Optimize service delivery

Monitor service level compliance

Provide transparency between IT and

business

Increase transparency of revenue and

costs

Service Level Management

Define and manage all

IT services and their related

service level agreements

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

Customer

Incident &

Service

Request

Management

Problem

Management

Service

Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management


Service Level Management Optimize Service Delivery and Provide Transparency

Highlights Escalation procedure based on IRT &

MPT

Define SLAs on object, Business Partner

or contract level

SLA determination on priority and service

times

Ignore SLA irrelevant status for duration

calculations

Customer

Incident &

Service

Request

Management

Problem

Management

Service

Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Create incident Incident in queue Processing

IT Support 1st/ 2nd Level Business User

Reminder

Notification

processor

60%

due

Multiple

inbound

channels

Provide

solution

Notification to

Manager

100%

due

Reminder

Notification

processor

60%

due

Notification to

Manager

100%

due

IRT running MPT running


IT Analytics Gain performance insight of IT processes

Benefits Gain insight of IT service processes

Measure IT service performance and

service level compliance

Provide basis for intelligent business

decisions

IT Analytics

Enables concise reporting and analyses of your IT service processes and

performance

IT service dashboards provide comprehensive management information at a single glance

IT service analytics enables meaningful reports for IT management to track incident, problem,

and change management, optionally via SAP Business Warehouse or Interactive Reporting

Online list reporting enables fast and easy access to list reports for all IT staff members,

including graphical display and downloadable spreadsheets

Customer

Incident &

Service

Request

Management

Problem

Management

Service Level

Management

Knowledge

Management

Change Management

Installed-

Base &

Object

Management

Incident &

Problem Management


Incident & Problem Management Features in the processor UI

In the Incident (Service

Request) Details

you can document

who has reported the issue and

who is responsible for it

the processing status SLA dates

the impact, urgency, priority and

multiple categories

textual descriptions of diverse text

types

which objects are affected

whether the incident is assigned to

a problem, request for change, or

knowledge article

In the incident you have

access to

Dispatch

Auto Complete

Find Related Problems

Find Knowledge Articles

Unlock

Send E-Mail

Print / Print Preview

template.

You can copy an existing incident

You can create follow-up transactions from the

incident, for example, a problem or a change

request

A problem is an incident to which one or more

incidents are assigned and locked. When many

incidents are locked to a problem, users

process only that problem rather than

processing multiple incidents individually.


Incident & Problem Management Assignment blocks in the processor UI

In the incident document, you have access to detailed

information such as

SAP Attributes and Collaboration activities

Related knowledge articles and further related transactions

Attachments and notes (correspondence, SAP Notes)

ALM process integration (Testcase defects, Alerts,)

Information about related Business processes

Date and duration information

Time recording

Organizational data and parties involved

Change history and processing log

3rd party Help Desk interfaces


Incident & Problem Management SAP Collaboration

It guides the user through several steps where at the end the incident / problem will create a corresponding

message in SAP Support Backbone.

All the further communication with SAP can be done here

Before sending a message to SAP we recommend to search in the SAP xSearch, which is search over all

known SAP sources, such as SAP notes, SAP library, SAP SDN, etc.


Incident & Problem Management Functions Based on Multilevel Categorization

The incident / problem can be categorized on multiple levels with several

categorization blocks.

To a Incident, the processor needs to select a categorization and the system can then find

and copy a template which was assigned to this categorization

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

choosing

Knowledge articles with the same categorization as entered in the Incident can be proposed by the system

when choosing


Incident & Problem Management Integrations

Connectivity to SAP

managed

system Frontends

Projects

SAP CRM 7.0

Shared Service Center

Mobile device adapter + App

SAP Global Support

Backbone

&

Partner Ecosystem

Service Desk Interface

Montoring & Alerting

Change Control

Management Test Management

Root Cause Analysis Interoperability

with ALM

processes

SAP

Collaboration

Incident & Problem Management

SAP Gui

SAP Portal

SAP NW Business Client

SAP CRM WebClient

SAP Business Suite

SAP Infrastructure

Management

for enhanced

Configuration

Management

Asset Management

SAP ERP (FI & HR)

3rd party Help Desk


IT Incident Management App Create and track incidents with SAP Solution Manager on your iphone

Create new incident messages

Categorize incident

Scan bar codes for target objects

Attach pictures

Track own incidents

Communicate with your IT Support

Get notified if your action is required

Confirm proposed solutions

Search

47114812

Server down situation high

01.01.2012 In process

Priority: high

Priority: medium

Date Status Priority

My incidents (4)

47114812

Printer queued high

01.01.2012 Customer action

47154812

Database down mediu

m 01.01.2012 In process

47114812

Issue in VA01 Mediu

m 01.01.2012 Proposed solution


End User requests predefined service

Top 5 Service

Request

Possibility to select

other existing service

request templates

Per Service Request

one predefined

assignment block can

be defined

time for any reason without notice. This document is provided

without 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


Checklist Post processing of Service Request



and processed:

Sequential and parallel processing visualized by graphical process flow

Determination of checklist and checklist processors via rules

SAP Workflow integration to inform step processors

Work instructions, action processing, long text available in step details

Checklist specific search criteria in search pages and IC inbox

Available for service requests / incidents, problems, requests for change, service orders

Change Management


Change

Request

Management

Change Control Management The whole is more than the sum of its parts

Quality Gate

Management

Change and Transport

system (SAP / Non SAP)

Transport

Analytics /

Configuration

Validation

Transport

Management

Retrofit

Change

Control

Management


Change

Request

Management

Change Request Management How you can evolve change management in your organization

Medium

Additional ALM Integration with

Projects / Solutions / Test Mngmt.

Full

Introduce

Basic

Change Documents with workflow

and transport management

Change

Request

Management

Change Request Management: Basic

Establish basic build management processes

with tool support

Control your Transports with Change

Request Management

Control development activities of each

change via workflow

Change Request Management: Medium

Benefit from additional integration functionalities of

Change Request Management

Enrich your change management processes with

other ALM functionalities like test management or

solution documentation

Use Change Request Management to control the

check-out/check-in process of your solution

Change Request Management: Full

Establish a full and ITIL compliant change & build

management process

your change activities

Manage changes with additional approvals before

change execution


Introducing Change Request Management

Some Highlights

Provides full control & transparency over change execution

Delivers predefined change management processes & workflows

Fully integrated transport mechanism and change control system to

manage changes across technology stacks and application

components

Change Request Management strengthens the strategy of

platform which

Ensures reliability

Reduces Total Cost of Ownership and increases Total Solution Value

Bridges the gap between business requirements and IT

administration


Change Request Management embedded in Application Lifecycle

Management

ALM Capabilities

Technical Infrastructure

Transport Management System Enhanced Change & Transport System

IT Service Management Quality Gate Management Test Management Project & Solution

Directories

Job Scheduling

Management

Change Request

Management

SAP Solution Manager

Request for

Change

Service Desk

Message

DEV

QAS

PRD

Controlled transports

Controlled transports

Serv

ice D

esk

Ch

an

ge R

eq

uest

Man

ag

em

en

t

Change

Transaction

Feedback

Requester

Service

Desk

Employee

Change

Manager

Developer

Tester

IT Operator

System

Recommendations

time for any reason without notice. This document

is provided without 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


Change Request Management Features

Search & Monitoring Change Documentation Manage Project Phases

Huge set of search criteria to

create personalized queries

Export and graphical display of

search results

Common search infrastructure

for all transaction types

Separate change request and

change execution process

Delivered with predefined

workflows and processes for

easy adaption

Integrated in technical

infrastructure

Central management of project

phases via SAP Solution

Manager

Control transport activities via

change request management


Change Request Management Functionalities

Request for Change Scope

Free scope definition of requests for

change: multiple change transactions

Enhanced Approval Process

Support of multiple approval procedures

Easy customizable and adaptable

Transport Management

Access to all relevant transport

management activities

Fully integrated in change transaction

process

Test Management

Assign Testplan and Testpackages


Supporting all types of changes

Normal Change Urgent Change Admin Change General Change Defect Correction

Regular maintenance

Implementation

Projects

Depending on project

release-cycle

Integrated with SAP

Transport

Management

Emergency Changes

Optimized for fast

processing

Independent from

project release cycle

Integrated with SAP

Transport

Management

Documentation of

only Administrative

activities only

Related to system

landscape of change

project

Not integrated in

SAP Transport

Management

Changes on IT

Assets

Mobile Devices

Printer

Not mandatory

related to any

change project

Used during test-

phase of

implementation or

maintenance projects

Document test

defects and their

correction

Integrated in SAP

Transport

Management

!


IT Change Management App Check and Approve Requests for Change with SAP Solution Manager on your iPhone/iPad

Process Requests for Change approvals directly from your mobile device

See detailed information about the Request for Change:

Involved Business Partners

Scope

Attachments

Relevant Processing Data

Will be available from Apple App Store

Create Request for

Change

Validate Request

for Change Approval Implementation

Configuration Management


Expanding the Value of SAP Enterprise Support

With SAP IT Infrastructure Management

IT Infrastructure

Management

Business Process

&

Application Management

SAP non SAP

SAP Solution Manager 7.0 SAP Solution Manager 7.1

SAP Solution Manager 7.1

+ SAP IT Infrastructure Management

Ap

plicati

on

Lif

ecycle

Ma

na

ge

men

t

SAP Enterprise Support customers can extend Application Lifecycle Management

seamlessly with IT infrastructure management.


Configuration Management with SAP Solution Manager

SAP delivers templates in the Business Process Repository,

customers maintain business processes in Solution Directory

Systems are registered in System Landscape Directory and synced

to Landscape Management Database, where customers can use

SAP delivered templates or deep model applications own

applications

Infrastructure components are auto-discovered by SAP IT

Infrastructure Management CMDB and automatically linked to

systems in Landscape Management Database



Infrastructure

Applications

Business

Processes

ABAP J2EE


Closing the gap between Enterprise Architects and Infrastructure

Operations

Enterprise Architects model business processed with BPM tools

Modeling stops on system level

How to close the gap between infrastructure and enterprise

architects?

Configuration Management with SAP Solution Manager provides

single source of truth

management.

Modeling stops at physical server level in CMDB

Infrastructure

Applications

Business

Processes

ABAP J2EE

Infr

astr

ucu

tre

Op

era

tio

ns

En

terp

rise

Arc

hite

ct

?




SAP Infrastructure Management on SAP Solution Manager 7.1

Modelling of IT infrastructure components within SAP

Solution Manager

Agentless auto discovery based on technology & functionality

provided by REALTECH

Management Database (CMDB) including integration in SAP Solution

manager

Integration in IT Service Management on SAP Solution

Manager for

Incident & Problem Management (e.g. End-User issues with dektop

PC)

Request for Change & Change Management (e.g. Deployment of

firmware to network infrastructure)

Integration in End-to-End Monitoring & Alerting on SAP

Solution Manager

Integration of alerting data for IT infrastructure (e.g. availability of

network devices)

Visualization of IT infrastructure components in context of influenced

systems, databases and hosts

Business Process

Applications

Infrastructure

Incid

ent,

Pro

ble

m &

Ch

an

ge

Monitoring &

Ale

rtin

g

Model business process

based on delivered

templates

Deep modeling of systems,

box for SAP & manually non-

SAP

Auto Discovery of Hosts, Printers,

Storage, Network with SAP

Infrastructure Management




What is the Solution?

SAP IT Infrastructure Management consists of functional areas:

Infrastructure Discovery and Management

Printers, routers, switches, PCs

Dependencies and topologies in the network

Real-time information on infrastructure components and their status

CMDB

Asset- and inventory data

Database for configuration items, relations and dependencies

Normalized data for faster integration and evaluation

Integration to SAP Solution Manager added with SAP Enterprise Support

Direct access of data from SAP Solution Manager

Incident, problem, change linked to infrastructure information

Enhanced monitoring information inside SAP Solution Manager

time for any reason without notice. This document is provided without 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


Nodes Normalization Objects

Best in class auto discovery of infrastructure components

Operating

Systems

Active Components

Description Name

Operation Status Type


Real-time Access to all your Device Types

Product Specific Module for all common Device Types

Consistent look & feel and intuitive handling via graphical display

Support of all standard and proprietary Management Information Bases

Support of the most important management protocols (SNMP, CIM, WMI/WBEM)

Development of new Product Specific Modules at a standard rate

it service management on sap solman 7.1

Documents

service management processes

support change management

sap ag

based object management

service continuity

service asset

base object management

sap crm stack