itil on sap solution manager
TRANSCRIPT
ITIL on SAP Solution Manager
David Birkenbach
06/ 2013
© 2012 SAP AG. All rights reserved. 2
What is “ITIL?”
ITIL stands for Information Technology Infrastructure Library It is a set of guidance developed by the United Kingdom’s Office Of Government
Commerce (OGC). The guidance, documented in a set of books, describe an integrated, process based, best practice framework for the managing IT services.
An IT Service is provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, Processes and technology.
Adoption rate increasing Globally Public and Private sectors are being pressured by the market to demonstrate
deployment of industry-accepted best-practice process models (such as ITIL, as it is currently the most widely known set of public best-practice process models)
ITIL versions In 2006, the ITIL v2 glossary was published.
In May 2007, OGC issued version 3 of ITIL (consisting of 26 processes and functions, grouped into 5 volumes, arranged around the concept of Service lifecycle structure.
In July 2011, the latest 2011 edition of ITIL was published
© 2012 SAP AG. All rights reserved. 3
ITIL tool certifications
Pink Elephant Verification
PinkVERIFYTM is an internationally recognized IT Service Management
(ITSM) tool suite assessment service. It was created in 1998 to help
ITIL/ITSM practitioners identify software tools that would support their
process improvement initiatives and to provide ITSM tool vendors and
service providers with a process to demonstrate and certify their product’s
ITIL compatibility to general platform, core and integration criteria. The
certification is currently possible for 15 of 23 ITIL 2011 edition possible .
Serview certified tool
As an independent Business Consulting company, SERVIEW observes
and analyses the market for Software solutions in the area of "Business IT
Alignment". With the "SERVIEW CertifiedTool„ award , SERVIEW creates
transparency and comparability in the Best Management Practice-Software
market (ITIL®, PRINCE2®, MSP® etc.). By this SERVIEW is strictly
neutral against vendors. That means, they don´t take a fee for the audit of
"SERVIEW CertifiedTool" and just grant those that are really fulfilling the
ITIL requirements.
© 2012 SAP AG. All rights reserved. 4
SAP Solution Manager verified for ITIL® Service Lifecycle
Externally verified in all ITIL Service
lifecycle phases
Best practice configuration available for all
15 processes
SAP Solution Manager 7.1 is the only fully verified ITIL tool in the world
© 2012 SAP AG. All rights reserved. 5
Service Management for the whole IT
with SAP Solution Manager 7.1
SAP SAP & non SAP
SAP Solution Manager 7.0
SAP Solution Manager 7.1*
Business Process Mgmt.
&
Application Management
IT Infrastructure
* - with SAP IT Infrastructure Management
© 2012 SAP AG. All rights reserved. 6
SAP Solution Manager 7.1 Supports the Whole Customer Solution
End-to-End Support for both: SAP and non-SAP
ABAP J2EE
IT Infrastructure
& End User Devices
Applications
Business
Processes
IT Services
© 2012 SAP AG. All rights reserved. 7
SAP Solution Manager
SAP ERP*
Financial Management S
AP
IT
In
frastr
uctu
re M
gm
t.*
SAP Solution Manager as the central ITIL platform
System Landscape for Integrated IT Service Management
Core IT Service Management
Event Management Availability Management
Capacity Management
Service Level Management
Release & Deployment Management
Service Portfolio Management
Service Catalog Management IT Service Continuity Mgmt.
Problem Management
Change Management
Incident Management
Request Fulfillment
* =
se
pa
rate
lic
en
se
re
qu
ire
d
Service Asset & Configuration Mgmt
(IT Service Desk)*
© 2012 SAP AG. All rights reserved. 8
Change
Build SAP like Factory 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
Management
Design Mgmt
IT Service Management
Minor Release
Urgent Change
IT Portfolio and Project Management
Project
Portfolio
Major Release
Business
Requirement Enhancement
Incident
Problem
Request for
Change Single Source of Truth
Single
Source
of Truth
1 8
3 3
SAP Solution Manager
Integrated IT Management with ITIL compliance
© 2012 SAP AG. All rights reserved. 9
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
Application Management ( Function)
Service Transition Transition Planning and Support
Change Management*
Service Asset and Configuration
Management*
Release and Deployment
Management*
Service Validation and Testing*
Change Evaluation
Knowledge Management*
IT Operations Management (Function)
Service Operation Event Management*
Incident Management*
Request Fulfillment*
Problem Management*
Access Management
Service Desk (Function)*
Service Strategy Business Relationship Management
Financial Management
Service Portfolio Management
Demand Management
Continual Service Improvement Service Review
Service Measurement
Service Reporting* * preconfigured Best practice processes
ITIL verified
Possible in SAP SM
Certified ITIL processes
© 2012 SAP AG. All rights reserved. 11
Process Map based on ITIL® Edition 2011 by SERVIEW
Business Processes
Management
Customer
User Service
Desk
Technical
Management*
IT Operations
Management*
Application
Management*
Business Continuity
Management
www.serview.de
SERVICE
STRATEGY
SERVICE
DESIGN
SERVICE
TRANSITION
SERVICE
OPERATION
Strategy Management for IT Services
Design Coordination
Business Relationship
Management
Financial
Management Service Portfolio
Management
Demand
Management
Service Level
Management
Service Catalogue
Management
Information Security
Management Capacity
Management
Availibility
Management
IT Service
Continuity
Management
Supplier
Management
Service Validation
+ Testing
Transition
Planning + Support
Change Evaluation Knowledge
Management
Change
Management
Release + Deployment
Management
Service Asset +
Configuration
Management
Acess
Management Incident
Management
Problem
Management
Event
Management
Request
Fulfilment
Provider
Strategy
Strategic
Partnership
Perspective, Positions, Plans, Patterns
Portfolio, Opportunities, Outcomes Patterns of Business Activity
Specification + Coordination
Test Report
Change Policy Release Policy
Evaluation Report
Data
Control
Data
Problem Known Error
SL
A
Secu
irit
y P
oli
cy
Rep
ort
Service
Request
Incident Known Error
Standard Change
Incident
Supplier
+ Provider*
UC
Service Request
RfC
Data
Access
Sp
ecif
icati
on
s
Incident
Request
Event
RfC
Reso
urc
es +
Cap
ab
ilit
ies
Reso
urc
es +
Cap
ab
ilit
ies
*Ste
llen
Reso
urc
es +
Cap
ab
ilit
ies d
em
gesam
ten
Lif
e C
ycle
zu
r V
erf
üg
un
g.
© 2012 SAP AG. All rights reserved. 12
Service Portfolio Manager
Service Portfolio Management Best Practice process
Definition Portfolio
Business Case
Analysis Value-Add
Prioritization
Approval Service Portfolio
Authorization
Execution Communication
Resource Allocation
Service Portfolio
Authority
Service Portfolio
Manager
© 2012 SAP AG. All rights reserved. 13
Financial Management Best Practice process
IT Finance Manager
Collect Costs Assign Costs Charge Costs Reporting
Budget Holder
© 2012 SAP AG. All rights reserved. 14
Service Level Management Best practice process
Screens
Create incident
Incident in queue Processing
IT Support 1st/ 2nd Level Business User
60%
due
Provide solution
100%
due
60%
due 100%
due
IRT running MPT running
Reminder
Notification
processor
Escalation to
Manager
Reminder
Notification
processor
Escalation to
Manager
Service Contract SLA calculation SLA reporting
© 2012 SAP AG. All rights reserved. 15
Service Catalog Management Best practice process
Screens
Service Catalog Create Service Order Approve Service Order
Service Request Fullfillment Business User
Select offered
Service Split Service Order
(auto) Process tasks
Auto
Dispatch to
Service
teams
Complete
Service
Request
Create
IT Service
Order
Approve
Service
Order
© 2012 SAP AG. All rights reserved. 16
Availability Management Best practice processes
Screens
Monitor, Measure, Report,
and Analyze Availability
Availability Manager
Availability Reporting Availability Monitoring Availibility Dashboard
Investigate Service and
Component Outages
Risk Assessment and
Management
Implement
Countermeasures
Reporting and Data Storage in
the Availability Management
Information System
© 2012 SAP AG. All rights reserved. 17
Capacity Management Best practice process
Screens
Review Current Capacity and
Performance
Capacity Manager
Trend Analysis Capacity Reporting CPU utilization Overview
Improve Current Service and
Component Capacity
Store Information in the
Capacity Management
Information System (CMIS)
Assess, Agree, Document, and
Plan New Requirements and
Capacity
© 2012 SAP AG. All rights reserved. 18
Requester Change Management Change
Authority
Change
Management
Change
Authority
Change Management
Change Management Best Practice process
Create
Request for
Change
Process and
Review RfC
Authorize Chang,
Build and Test
Coordinate
change build and
test
Authorize
change
deployment
Assess and
Evaluate
Change
Coordinate
Change
Deployment
Review
and Close
Change
Request for Change Change Document
© 2012 SAP AG. All rights reserved. 19
Release and Deployment Management Best Practice process
Create
Release
Record
Process
Release Record
Change Execution
(Build & Test)
Go-Live /
Deployment of
Release (Deploy)
Post
Implementation
Review
Plan Release
Execution
Release
Closure
Release Manager
Developer &
Tester
Technical
Administrator
Release Manager
© 2012 SAP AG. All rights reserved. 20
Service Asset & Configuration Management Best Practice process
Screens
© 2012 SAP AG. All rights reserved. 21
Knowledge Management Best Practice process
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
Screens
© 2012 SAP AG. All rights reserved. 22
Event Management Best practice process
Process
Screens
Monitor Alert
Inbox Analyse alert Receive
incident
Search for
solutions
Provide
solution
(Auto- ) Forward to
Incident
Management
Optional -Handover to
Problem Mgmt.
IT Experts IT Monitoring ( OCC)
Alert Inbox Alert Details Metric Monitoring
© 2012 SAP AG. All rights reserved. 23
Incident Management Best practice process
Process
Screens
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 Business User
Self Service UI 1st Level UI Expert UI
1st Level
© 2012 SAP AG. All rights reserved. 24
Request Fulfillment Best Practice process
Requester
Browse Service
Catalog Raise Service Request Closure of Service Request Process Service Request
Service Request Processor
(IT Support)
Requester
© 2012 SAP AG. All rights reserved. 25
Problem Management Best practice process
Screens
Search
Process
Create
Incident
message
Analysis Search
solutions &
Dispatch
Lock related
incidents
Deep issue
investigation
Provide
solution &
Update
Incident(s)
IT Experts
Handover to
Problem
Management
Create
Problem
message
Handover to
Change
Mngmt.
Create
Request
for
Change
IT Support
1st Level
Business
User IT Support
2nd Level
© 2012 SAP AG. All rights reserved. 26
Mapping ITIL with SAP Solution Manager processes for SAP and
NON-SAP IT services (1)
ITIL process Used SAP Solution Manager capabilities
within SAP Enterprise Support
Optional enhancements with SAP
capabilities and [SAP
products](additional licenses required)
Service Level Management • Service contracts -
Service Catalogue Management • Service products
• Service Order process
• [SAP Web Channel]
Capacity Management • Application Operations – Technical Reporting • -
Availability Management • Application Operations – Monitoring & Alerting • [SAP Extended Diagnostics by CA]
• [SAP Landscape Virtualization
Management]
IT Service Continuity
Management • Solution documentation
• Test Workbench
• [SAP IT Process Automation by
Cisco]
• [SAP Quality Center by HP]
Service Portfolio Management • Service products • [SAP IT Project & Portfolio
Management]
Financial Management for IT
Services • Standard Integration to SAP ERP via Service
Order
• [SAP CRM Service]
• Financial Accounting [SAP ERP]
• Controlling [SAP ERP]
© 2012 SAP AG. All rights reserved. 27
Mapping ITIL with SAP Solution Manager processes for SAP and
NON-SAP IT services (2)
ITIL process Used SAP Solution Manager capabilities
within SAP Enterprise Support
Optional enhancements with SAP
capabilities and [SAP
products](additional licenses required)
Change Management • Change Request Management • -
Service Asset & Configuration
Management • Configuration Items (ibase objects)
• Landscape Management (SLD / LMDB)
• [SAP IT Infrastructure Management]
• Intellectual Property Management
(IPM)
• Asset Management [SAP ERP]
Release & Deployment Mgmt. • (Enhanced) Central Transportation System (CTS
& CTS+)
• -
Knowledge Management • Knowledge Articles • SAP Enterprise Search
Event Management • Application Operations – Monitoring & Alerting • [SAP Extended Diagnostics by CA]
Incident Management • Incident Management • Interaction Center ( Call Center UI)
Request Fulfillment • Service Request Management
• Enhanced Task Management
• -
Problem Management • Problem Management • -
© 2012 SAP AG. All rights reserved. 28
Recommended implementation of ITIL processes in SAP Solution
Manager
IT process maturity
Implementation packages
Design Jump Start Extended scope Professional scope
Incident Mgmt
Knowledge Mgmt
Service Level Mgmt
Service Asset & Config Mgmt
Availibilty Mgmt
Event Mgmt
Problem Mgmt
Change Mgmt
Request Fulfillment
Service Catalog Mgmt
Release & Depoyment Mgmt
Capacity Mgmt
Service Portfolio Mgmt
Financial Mgmt
Service Continuity Mgmt
Business Relationship Mgmt
Supplier Mgmt
ITIL Awareness &
Motivation
Process Flow
Organizational structure
Roles & Responsibilities
Business Blueprint
Rollout Continous Change Management
Process focus
Technology focus
© 2012 SAP AG. All rights reserved. 29
Unique values with SAP Solution Manager
Customers
© 2012 SAP AG. All rights reserved. 31
Dansk Supermarked
Dansk Supermarked: Resolving
Incidents Faster with Standardized Processes
Using SAP® Solution Manager
While 1.5 million customers peruse the aisles of over 1,200 Dansk Supermarked
stores, they are not concerned with how crucial IT Service management is to their
shopping experience. And that is how Denmark’s largest retailer wants to keep it.
When an IT incident arises, store employees know that support is available 24/7 and
that processes are in place to resolve the situation efficiently and effectively.
With SAP® Solution Manager IT Service Management, Dansk
Supermarked established a reliable incident and service request management
process that was integrated with the company’s SAP and non-SAP software systems.
Now 20 IT staff members can manage 10,000 records a month received through calls,
emails or a Self Service portal, which leads to cutting escalations by 30% and
improving operations overall. That means shoppers can keep filling their carts without
thinking once about the complex IT infrastructure that makes it all possible.
http://www54.sap.com/asset/detail.dansk-supermarked-ctv-mp4.html
© 2012 SAP AG. All rights reserved. 32
Dansk Supermarked Executive overview
RQ xxxxx (YY/MM)
Company
Dansk Supermarked A/S
Headquarters
Aarhus, Denmark
Industry
Retail
Products and Services
Food and nonfood products
Employees
41,000
Revenue
DKr 56 billion (€7.5 billion)
Web Site
www.dsg.dk
Partner
SAP® Services organization
The company's top objectives
Introduce process models that comply with Information Technology Infrastructure
Library (ITIL) standards
Establish a reliable incident management process that is integrated with all IT
systems and can be easily adopted by support staff and end users
Employ multiple inbound channels for incident and service request records
The resolution
Deployed the SAP® Solution Manager ITSM solution as the central IT management
platform for SAP and other software systems
Used standard, preconfigured processes for incident and service requests
Individualized front-end requirements with a standard personalization in the user
interface
• Innovated new functionality close with the Solution Management from SAP and went
live in just two months, thanks to preconfiguration with the latest IT service
management technology
The key benefits
Faster user adoption and 30% fewer escalations
Complete integration with operational processes in SAP Solution Manager
Fast service-response times and 24/7 support
TOP BENEFITS
€50,000 Savings on licensing
costs
50% Less effort required to
train new employees in
the IT department
10,000 Incidents per month now
processed by just 20 IT
employees, thanks to
24/7 support
“With SAP Solution Manager our IT team is able to stay on top of all the
tickets raised in our IT service management system. This means we can
react quickly to incident and service request records coming from the
stores, resolving issues right away and avoiding escalations.” Peter Soerensen, Department Manager of IT Operations, Dansk Supermarked A/S
PT Timah (Persero) Tbk:
Saved at least 20% in incident management
“We are happy to say that SAP Solution Manager has saved us at least
20% of our time and efforts in our incident reporting to resolution process.
The end-to-end integration of the service desk and root cause analysis
functionalities on a single platform ensures faster time to resolution for our
SAP solution compared to a third-party tool which we were previously
using.”
Alwin Albar
IT Manager
PT Timah (Persero) Tbk
OPERATE BETTER.
Kama for Manufacturing Company:
Productivity increased by 20%
“After configuring the service desk functionality in SAP Solution Manager
7.1, we have been getting positive feedback from users regarding the quick
resolution of incidents. Some incidents used to take 2 days or more to get
resolved, but now incidents can be resolved within a couple of hours. The
service desk has leveraged communication between IT and users,
resulting in a 20% increase in productivity in the last couple of months. We
are expecting an increase in this number in the coming months.”
Amir Zein Mahmoud
SAP Project Manager
Kama for Manufacturing Company
OPTIMIZE BETTER.
