Why SAP IT Service Management on SAP Solution Manager ?

Level 1
David Birkenbach ALM Solution Management

Top 10
SAP ITSM
Why IT Service Management with SAP Solution Manager ?

Best Practice
Which content delivers the solution?

Openess
What about my existing toolset?

Flexibility
Will the user like it?

Innovation
Are future investments planned?

Scalability
Are all my requirements fulfilled?

Support
What if I run in trouble with my solution?

Interaction
How does it interact with my applications??

Services
Who helps me in the implemenation?

10

Integration
Can the solution be integrated in my SAP landscape?

Unique Value
What is unique with SAP and what say customers who use it?

2012 SAP AG. All rights reserved.

Analytics
Incident-

ITIL Best Practices

Problem-

Request Mgnt.

2012 SAP AG. All rights reserved.

Analytics
IncidentProblemRequest Mgnt.

2012 SAP AG. All rights reserved.

Self Service UI

Service Desk

UI Roles & UIs

Processor

custom...

Analytics
Incident-

ITIL Best Practices

Problem-

Request Mgnt.

2012 SAP AG. All rights reserved.

Self Service UI

Service Desk

Processor UI

custom...

Analytics
Incident-

ITIL Best Practices

Problem-

Request Mgnt.

2012 SAP AG. All rights reserved.

Self Service UI

Service Desk

UI Roles & UIs

Processor

custom...

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration

2012 SAP AG. All rights reserved.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Self Service UI

Service Desk

UI Roles & UIs

Processor

custom...

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

2012 SAP AG. All rights reserved.

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Self Service UI

Service Desk

UI Roles & UIs

Processor

custom...

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting

SAP Solution Manager Non SAP SAP Applications Interactions Infrastructure Applications

Change Execution

Root Cause Analysis

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

SAP Solution Manager (core)

2012 SAP AG. All rights reserved.

10

Self Service UI

Service Desk

UI Roles & UIs

Processor

custom...

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis
Non SAP Applications

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

SAP Applications

Infrastructure

SAP Solution Manager (core)

2012 SAP AG. All rights reserved.

11

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting

SAP Solution Solution Manager Manager SAP Non SAP SAP Applications Interactions Infrastructure Interactions Applications

Change Execution

Root Cause Analysis

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

SAP Solution Manager (core)

2012 SAP AG. All rights reserved.

12

Service contracts

Interaction Center
Self Service UI

Configuration Management
Service Desk UI Roles & UIs Processor

Pricing

Service Catalogue

custom...

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting

SAP Solution Solution Manager Manager SAP Non SAP SAP Applications Interactions Infrastructure Interactions Applications

Change Execution

Root Cause Analysis

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

SAP Solution Manager (core)

2012 SAP AG. All rights reserved.

13

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting

SAP Solution Manager Non SAP SAP Applications Infrastructure Interactions Applications
SAP Solution Manager (core)

Change Execution

Root Cause Analysis

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

2012 SAP AG. All rights reserved.

14

SAP HR / FI

SAP Analytics

SAP asset Mngt.

SAP Shared Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting

SAP Solution Manager Non SAP SAP Applications Infrastructure Interactions Applications
SAP Solution Manager (core)

Change Execution

Root Cause Analysis

Solution docu.

Configuration Mgnt.

Customizing

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

2012 SAP AG. All rights reserved.

15

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis Solution docu. Testing

SAP Applications

ALM Interactions Non SAP

Applications

Infrastructure

Standard Interfaces
2012 SAP AG. All rights reserved.

SAP Solution Manager (core)

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Open Interfaces

Custom Development

Customizing

16

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

Service Level Mgnt.

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis Solution docu. Testing

SAP Applications

ALM Interactions Non SAP

Applications

Infrastructure

HP Quality Center
2012 SAP AG. All rights reserved.

Standard Interfaces

SAP Solution Manager (core) SAP IT Infrastructure

Management
17

Open Interfaces

Custom Development

Customizing

3rd party Service Desk

3rd party infrastructure mgnt. tool

3rd party change execution

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk

Service Catalogue

Customer requirements

Roles & UIs

Analytics
Problem-

Processor UI

custom...

Mobile apps
SAP Business Information

Custom Development

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis Solution docu. Testing

SAP Applications

ALM Interactions Non SAP

Applications

Infrastructure

Standard Interfaces
2012 SAP AG. All rights reserved. 18

Configuration Mgnt.

Customizing

Requirements Mgnt.

Incident-

ITIL Best Practices

Request Mgnt.

Cloud solutions

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

S u p p o r t

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis Solution docu. Testing

SAP Applications

ALM Interactions Non SAP

Applications

Infrastructure

Standard Interfaces
2012 SAP AG. All rights reserved. 19

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Open Interfaces

S A P

Custom Development

Customizing

SAP HR / FI

SAP SAP asset SAP Shared SAP Business Suite Integration Analytics Mngt. Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

ServiceConfiguration Interactions Pricing Management

Service Desk UI Roles & UIs Processor custom...

Service Catalogue

Incident-

ITIL Best Practices

Problem-

Request Mgnt.

S u p p o r t

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

Out-of-the-box Configuration
E2E Alerting Change Execution Root Cause Analysis Solution docu. Testing

SAP Applications

ALM Interactions Non SAP

Applications

Infrastructure

Standard Interfaces
2012 SAP AG. All rights reserved. 20

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Open Interfaces

S A P

Custom Development

Customizing

SAP HR / FI

SAP Analytics

SAP asset Mngt.

SAP Shared Services

SAP Frontends / Backend

Service contracts

Interaction Center
Self Service UI

Configuration Management
Service Desk Processor UI

Pricing

Service Catalogue

Incident-

Problem-

Request Mgnt.

S u p p o r t

Service Level Mgnt.

SAP Workflow

Rules Framework

Org. Management

E2E Alerting

Change Execution

Root Cause Analysis

Non SAP Applications

Solution docu.

Configuration Mgnt.

SAP Business Information

Requirements Mgnt.

Analytics

Testing

SAP Applications

Infrastructure

Standard Interfaces
2012 SAP AG. All rights reserved. 21

Open Interfaces

S A P

custom...

 2012 SAP AG. All rights reserved.

22

 2012 SAP AG. All rights reserved.

23

a few customer quotes.

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. . The service desk has leveraged communication between IT and users, resulting in a 20% increase in productivity in the last couple of months. . Amir Zein Mahmoud, SAP Project
Manager @ Kama for Manufacturing Company (EMEA)

Change request management in SAP Solution Manager helps us to better control our releases to production, and fully supports our change and release management process. This has already improved our efficiency by approximately 10%, and will allow us to be more proactive with integration conflicts.
Caroline Paxton, Manager SAP Technical@ Lonmin Platinum (EMEA)

with Service Desk in SAP Solution Manager a communication channel between IT, key users, and application end users, which has increased productivity by 15% in the last 3 months. We expect that within 6 months this will increase up to 30% in both business and IT Pedro Muro, IT Director @
Casa Ley (NA)
2012 SAP AG. All rights reserved.

As a consequence, the response time for inquiries by end-users has been reduced by 10% on a monthly average by utilizing incident management service with the service-desk functionality of SAP Solution Manager.. Takashi Takeda, IT Manager @Furukawa
Sangyo Kaisha, LTD (APJ)
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Thank You!
David Birkenbach
ALM Solution Management ITSM, Incident & Problem Management
SAP AG Dietmar-Hopp-Allee 16 D-69190 Walldorf david.birkenbach@sap.com