IT Service Management Configuration Part - 1

IT Service Management
Configuration Part 1
ALM Solution Management
May, 2012
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 Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge
article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP notes support organization
issues Problem Management NonSAP SAP Frontend duration Service Desk
reporting SAP Backend auto complete ITIL
Framework Interaction Center Web UI
partner ecosystem business partner
Agenda:
o UI Framework & Personalization
o Incident & Problem - Configuration hints
o Upgrade
o Setup, Services,& additional information
2012 SAP AG. All rights reserved.
RKT
UI Framework & Personalization
Web Client User Interface

Key Features
The Web Client User Interface is the first step into a new era of user interfaces regarding usability and flexibility
for the business user.
State of the art, modern user interface leveraging Web 2.0 paradigms
Simple information and navigation architecture to facilitate finding, reviewing and editing of information
Broad personalization capabilities across all software areas to let the user decide how he works best
Simple but flexible UI configuration capabilities to pre-define the user interface for user groups
RKT
UI Configuration WebClient
Key Features
Efficient and Holistic
UI Configuration
To adjust the CRM user interface to your
corporate identity and to your business
needs a bundle of integrated tools is
provided
Tools
Examples in UI Configuration
UI Configuration Tool
Add new fields
Business Role and Navigation Bar

Customizing
Position fields on views
Design Layer Customizing
Rename field labels
Application Enhancement Tool (AET)
Use personalization
BSP WD Component Workbench
Define captions
Define Navigation Bar entries
Create Business Roles
RKT
Design Layer Web Client User Interface

Key Features
Features of the Design Layer
Allows the Customer & SAP to Rename Field Labels and have this change affect other views
Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration Tool
Assign existing value helps from the ABAP Dictionary without any customer-specific development
Value Help: Search help, Check table and Domain values
Field Type: Input field, Checkbox and Dropdown list box
RKT
Web Client User Interface

Please find more information in the Web Client UI Guidelines in
http://service.sap.com/rkt-solman
RKT
IT Service Management Application Enhancement Tool

Screenshot: Detailed Field View
Supported Methods
Create a field with properties that match best the specific

business needs
View the details of the custom fields in a convenient

manner
Modify and regenerate existing fields
Provide translations in the system supported languages
Extend the supported external interfaces - for example

Mobile, R/3, BW and OLTP Reporting
This presentation and SAPs 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
RKT
WebClient Framework
Personalizing the User Interface
General Settings
Date and time format
Enabling the UI Configuration
Enable Favorites
Dropdown Listbox settings
Personalize Layout
Navigation Bar (Direct Link Groups)
Layout (Skin, Text Size)
Home Page Set-up

Application
Widgets
Web Links
Links
Personalize User Data
Password settings
User Information
More Information : Online Documentation

RKT
WebClient Framework
Personalizing Incident Management
Personalize Overview Page
Display/Hide Assignment Blocks
Change Order
Personalize Tables / Result Lists
Display/Hide Columns
Change Order of columns
Change width of column (relative (%) , absolute (pixel))
Change number of visible rows before scrolling
Change number of rows before paging
Online Documentation : Personalizing Tables
RKT
10
WebClient Framework
UI Configuration
Configure the UI directly from the
Incident Management
Via Show Configurable Areas

The
configurable areas are highlighted, and you start the configuration of

the related view by clicking one of the configurable areas.
Via Configure Pages

Used
to configure superior views such as the Home page, work center

page, and overview page.
Configuration possibilities
Adding
Fields
Removing Fields
Changing Position of Fields
Adding
Blank Rows
Changing Field properties
Online Documentation : UI Configuration
RKT
11
Roles & Authorizations
SAP Solution Manager Roles and Authorizations

Concept in SAP Solution Manager (Using CRM Org Model)
Employee / Organization
User Master Record

(transaction SU01)
CRM Org
Business Partner
CRM Business Role
PFCG Role
RKT
13
Organization Model (CRM Org Model)
CRM Org
Organizational Model (transaction PPOMA_CRM)

offers you a flexible tool for handling your companys
task-related, functional organizational structure
maintain the company structure including the
positions and employees
assign specific data (attributes) to the organizational units
especially used for organizational data determination
SAP Solution Manager uses CRM Org instead of HR Org model
compared to ECC (HR Org), organizational model in CRM
is more comprehensive, flexible and dynamic
Org model from ECC system (HR) can be reused in SAP Solution Manager
RKT
14
Business Partner
Business Partner (1 / 2)
Business Partner in General

can be linked with the CRM Org model
reflect a person or an organization within companys IT
processes based on SAP Solution Manager
Business Partner Types:
BP Organization: represents companies/organizations
(internal or external)
BP Person: represents companys employees, such as key
users and processors, as well as individual who are not part of
the company
RKT
15
Business Partner (2 / 2)
Business Partner
BP Organization
usually linked to organizational units in CRM Org model
can be created
manually (transaction BP)
manually from CRM Org model
(transaction PPOMA_CRM)
BP Person
are usually linked to user accounts on
SAP Solution Manager and/or Managed Systems
can be created
manually (transaction BP)
automatically (transaction BP_GEN)
automatically or background job (transaction BP_USER_GEN)
automatic synchronization of business partners and user accounts via background job (BP_USER_GEN)
RKT
16
User Master Record
User Master Record
(Transaction SU01)
User Master Record
reflects user account on a SAP system

allows access on SAP system
consists of attributes that identify an end-user
can be maintained in transaction SU01
authorization roles (PFCG roles) can be assigned
can be synchronized with Business Partner according
to maintained email address
RKT
17
PFCG Role
PFCG Role
PFCG Role
also called Authorization Roles
grant a user access to more functionality
on technical level
contain authorization data with specific definition based
on authorization objects
can be configured role based (transaction PFCG)
SAP Solution Manager provides different role types:
Workcenter Roles (Basic / Navigation Roles)
Authorization Roles (Functional / Context Authorization)
RKT
18
CRM Business Role
CRM Business Role
CRM Business Role

describes the user interface of SAP CRM and displays the functions in the CRM Web Client
the most important business role in SAP Solution Manager is SOLMANPRO (IT Service Management)
can be is assigned to the end-user via
SU01 using parameter CRM_UI_PROFILE
CRM Org model
PFCG role which is linked to a business role
a user can have multiple business roles
RKT
19
SAP Solution Manager Roles and Authorizations

Concept in SAP Solution Manager (Without CRM Org Model)
Roles and Authorizations in SAP Solution Manager
can be even granted without using the CRM Org model.
IT Organization
RKT
20
IT Service Management
Business Partner and User Generation
The report AI_SDK_USER_BP_GEN can be planned as
a background job to generates and update system users
and Business Partners from a managed system (e.g.
central user management system)
LDAP connection possible . See
Managed system - User
System ID: POD 100

User: HSCHMITT
hschmitt@infoland.de
Business Partner
BP number: 4812
Name: H. Schmitt
hschmitt@infoland.de
Ident: POD_100_....
User: HSCHMITT
Log-in User
User: HSCHMITT
Initial Password
RKT
21
Pricelist
component
IT Service Management on SAP Solution Manager

ITSM Roles and Predefined UIs
1st Level Support
Telephony
Integration / E-Mail /
Chat /
IT Service Desk
IC_AGENT InteractionCenter Agent
ITSM Professional
SOLMANPRO - Solution Manager ITSM
Enhanced with authorization roles
Enterprise Support
Phone
Call
E-Mail
ITSM 1st Level

Support
Incident Pre-Clarification,
Search, Dispatching
Incidents
Incident &
Problem
Management
Root Cause
Analysis,
Knowledge
Management,
Administration
Change
Management
+ Change
Management
+ Masterdata,
Service
Operations
(Categorization,
Rules, etc.)
Analytics
+ ITSM
Dashboards,
ITSM BW
Reportings
SOLMANDSPTCH - Solution
Manager ITSM Dispatch
Self Service
Portal
SOLMANREQU Solution Manager
ITSM End User
Service
Requests
This presentation and SAPs 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
RKT
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
22
Authorization Roles & CRM Business Roles

Guide: Business & Authorization Roles
New CRM UI authorization roles:
o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment
o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations
o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors
o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators
o (SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management)
Composite roles:
o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations)
o SAP_SUPPDESK_ADMIN_COMP -> For administrators
CRM Business Role:
o SOLMANPRO -> Used in CRM UI to define layout and navigation.
RKT
23
SOLMANPRO Business Role Assignment on CRM UI Start

User without SAP_SM_CRM_UIU_SOLMANPRO:
User with SAP_SM_CRM_UIU_SOLMANPRO:
Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If you copy SOLMANPRO, also copy
SAP_SM_CRM_UIU_SOLMANPRO and adjust role assignment in SOLMANPRO.
RKT
24
UI Authorization Roles: PROC vs. ADMIN vs. CHARM

*_UI_PROC
+ *_UI_ADMIN
+ *_UI_CHARM
Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.

Users need standard roles for other authorizations (create, change, etc.)
RKT
25
Challenge in Support Organization

Example: Customer has three support teams:
CRM Team: responsible for all CRM components
BC Team: responsible for all BC components
1st Level Support Team: responsible for all other components
A support ticket should be automatically

assigned to the correct support team so that
dispatching effort decreases.
RKT
26
Configuration for Support Team Determination

via Business Rule Framework Plus
Configuration
Transaction CRM_UI
Create Organizational Model
Transaction BRFPLUS
Create
Application
Create
Ruleset
Create
Decision Table
Create Rule
Simulate Rule
Organizational Model is required

(can be reused from HR org
model)
Rule definition via BRFplus
Customizing activity required to
activate BRFplus
Transaction SPPFCADM
Activate Action for Support Team Determination
RKT
27
Example: Configuration
BC Team
1st Level Support Team
(Organization)
CRM Team
CRM Org
Business Partner
Create Organizational Model
RKT
28
Rule Definition With BRFplus
BRFplus allows to define rules
based on various criteria.
Transaction BRFPLUS
Create
Application
Create Ruleset
Create
Decision Table
Create Rule
Simulate Rule
In this example messages should be distributed based

on placeholders in the SAP component.
Messages on CRM components
Business Partner 2771
Messages on BC components
Messages on any other component
RKT
29
Customizing for BRFplus
Finally some customizing must be changed
to activate BRFplus rules and consequently
Support Team Determination
RKT
30
Example: Key User as Business Partner

The key user represents a particular end user group and wants to raise an internal ticket to request for
IT support. It is important register the key user as a Business Partner (Employee) which is directly
assigned to a User Master Record on SAP Solution Manager.
RKT
31
Example: Message Creation

Key user opens a service ticket on a CRM component (CRM-FRW-UI) from Managed System
(in SAP GUI) or SAP Solution Manager (in SAP GUI, CRM Web Client or Workcenter).
RKT
32
Example: Verification of Support Team Determination (1 / 3)

A support employee of the CRM team wants to look into SAP Solution Manager for new incoming
messages. For this he requires the following on SAP Solution Manager:
Allows access to
Allows access to
CRM Web UI in
a specific view for
Incident Management
incident messages
that the user is
related to
SAP Solution Manager

system
Business Partner
Employee
User Master Record

(transaction SU01)
CRM Org
Allows access to
CRM Business Role
Allows
certain activities
(display, change, etc)
at messages level
PFCG Role
RKT
33

The support employee is now opening the Worklist in the CRM web UI and displays all messages
that are assign to its team.
Employee is assigned
to CRM Team in the
Organizational Model
RKT
34

The message was really assigned to the CRM team and now:
either the employee can take over the message
or a standard Dispatching function in SAP Solution Manager can be applied
RKT
35
Further Use Cases for BRFplus

Support Team Determination
1.
on SAP Component
As shown in the previous example the end or key users can define a SAP component
in the message. Depending on this SAP component the responsible team or person
can be automatically determined.
2.
on Multi Level Category

Beside SAP components the end or key user is able to enter additional categories (in
case the message has nothing to do with SAP, e.g. the printer is damaged). Based on
this component you can even determine the responsible team or person automatically.
3.
on IBase Component:
The end or key users can enter the system or landscape component (= IBase
component number) which the message is opened for in SAP Solution Manager.
Depending on this IBase number the responsible team or person can be automatically
determined.
Even other usecases might be

realizable with BRFplus.
Finally you are able to combine
different use cases to
individual and complex
conditions.
So you have a huge flexibility
for automatic support team
determination.
RKT
36
Documentation for Security and Authorization Concept

The most important information sources for establishing a security and authorization concept are:
Security Guide SAP Solution Manager

http://service.sap.com/instguides/ SAP Components
SAP Solution Manger Release <current release>
Operations Security Guide SAP Solution Manager <current release>
SDN Wiki SMAUTH (only as of release 7.1)

http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home
RKT
37

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG. The information contained herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of
other software vendors.
Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of
Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System
z10, 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, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.
Linux is the registered trademark of Linus Torvalds in the United States and other countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe
Systems Incorporated in the United States and other countries.
Oracle and Java are registered trademarks of Oracle and its affiliates.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
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 and Android are trademarks or registered trademarks of Google Inc.
INTERMEC is a registered trademark of Intermec Technologies Corporation.
Wi-Fi is a registered trademark of Wi-Fi Alliance.
Bluetooth is a registered trademark of Bluetooth SIG Inc.
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 are
trademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web
Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their
respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects
is an SAP company.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or
registered trademarks of Citrix Systems Inc.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services
mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc.
Sybase is an SAP company.
HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C, World Wide Web
Consortium, Massachusetts Institute of Technology.
Crossgate, m@gic EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG
in Germany and other countries. Crossgate is an SAP company.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri,
and Xcode are trademarks or registered trademarks of Apple Inc.
All other product and service names mentioned are the trademarks of their respective companies. Data
contained in this document serves informational purposes only. National product specifications may vary.
IOS is a registered trademark of Cisco Systems Inc.
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.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry
Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered
trademarks of Research in Motion Limited.
RKT
38

IT Service Management Configuration Part - 1

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

IT Service Management Configuration Part - 1

Hochgeladen von

Copyright:

Verfügbare Formate

IT Service Management

reporting SAP Backend auto complete ITIL

Framework Interaction Center Web UI

partner ecosystem business partner

2012 SAP AG. All rights reserved.

reporting SAP Backend auto complete ITIL

Framework Interaction Center Web UI

partner ecosystem business partner

UI Framework & Personalization

Web Client User Interface

2012 SAP AG. All rights reserved.

2012 SAP AG. All rights reserved.

Add new fields

Business Role and Navigation Bar

Position fields on views

Design Layer Customizing

Rename field labels

Application Enhancement Tool (AET)

BSP WD Component Workbench

Define Navigation Bar entries

Create Business Roles

Design Layer Web Client User Interface

Value Help: Search help, Check table and Domain values

Field Type: Input field, Checkbox and Dropdown list box

2012 SAP AG. All rights reserved.

Web Client User Interface

2012 SAP AG. All rights reserved.

IT Service Management Application Enhancement Tool

Create a field with properties that match best the specific

View the details of the custom fields in a convenient

Modify and regenerate existing fields

Provide translations in the system supported languages

Extend the supported external interfaces - for example

2012 SAP AG. All rights reserved.

Date and time format

Enabling the UI Configuration

Dropdown Listbox settings

Navigation Bar (Direct Link Groups)

Layout (Skin, Text Size)

Home Page Set-up

Personalize User Data

More Information : Online Documentation

Display/Hide Assignment Blocks

Personalize Tables / Result Lists

Change Order of columns

Change width of column (relative (%) , absolute (pixel))

Change number of visible rows before scrolling

Change number of rows before paging

Online Documentation : Personalizing Tables

2012 SAP AG. All rights reserved.

Via Show Configurable Areas

configurable areas are highlighted, and you start the configuration of

Via Configure Pages

to configure superior views such as the Home page, work center

Changing Position of Fields

Changing Field properties

Online Documentation : UI Configuration

2012 SAP AG. All rights reserved.

reporting SAP Backend auto complete ITIL

partner ecosystem business partner

Roles & Authorizations

Framework Interaction Center Web UI

SAP Solution Manager Roles and Authorizations

User Master Record