SAP Solution Manager Overview

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Product Management
SAP Solution Manager
SAP AG
SAP Sol ut i on
Manager -
Over vi ew
Last update: 2004/08/12
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SAP AG 2004
Summar y
What I s SAP Sol ut i on Manager ?
How To Use SAP Sol ut i on Manager ?
This presentation is divided into 3 different parts: At first we will talk about the purpose of SAP Solution
Manager in general. You will learn about the approach of SAP Solution Manager to improve the management of
SAP solutions. Then we will see how you can gain benefits by using SAP Solution Manager for managing your
SAP Solution. We will discuss the different scenarios supported by SAP Solution Manager. Finally, there will be
a brief summary of the presentation.
At first, we want to answer the question What is SAP Solution Manager?.
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St andar d Cust omer Envi r onment
Cust omer Sol ut i on
Mi ssi ng I nt egr at i on !!!
Know l edge
Management
Know l edge
Management
Test
Management
Test
Management
Pr oj ec t
Management
Pr oj ec t
Management
Sol ut i on
Moni t or i ng
Sol ut i on
Moni t or i ng
Know l edge
Tr ansf er
Know l edge
Tr ansf er
Suppor t
Desk
Suppor t
Desk
Change
Management
Change
Management
Ser vi c e
Del i ver y
Ser vi c e
Del i ver y
How does a typical customer environment look like today? Companies use different applications for supporting
their business. This might be SAP components like SAP R/3, mySAP ERP, or mySAP CRM. And most
companies use applications provided by other vendors or developed in-house, as well.
The job of your IT organization is to run these applications. The IT organization has to ensure availability,
reliability, supportability, and adaptability of your customer solution. Multiple tools support your IT organization
in doing this job. For example, knowledge management tools help to document your solution, solution
monitoring tools enable the control of the solution, and change management tools support you in adapting your
solution to changed requirements.
Integration of the various tools is the next step in the holistic approach. Lets assume you want to adapt a
business process to new requirements. For changing the configuration of a business process, you have to take a
look at the documentation of the existing process, at first. You have to implement and test the configuration
change. You have to adapt the settings for business process monitoring. And you have to perform other tasks, as
well. However, the integration of the different solution management tools is missing at most customer solutions
today. This leads to difficulties in optimizing the performance of your IT organization.
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SAP Sol ut i on Manager : Mi ssi on St at ement
Wi t h SAP Sol ut i on Manager ,
you c an manage your
SAP sol ut i on t hr oughout
t he ent i r e l i f e c yc l e t o...
ensure reliability
reduce Total Cost of Ownership
increase Return on Investments
SAP Sol ut i on Manager i s del i ver ed
as par t of your annual mai nt enanc e f ee!!!
... And her e i s how you c an ac hi eve t he benef i t s:
With SAP Solution Manager we want to help you manage your complete SAP solution throughout the entire life
cycle. SAP Solution Manager thus is supposed to be the central place in your landscape where all information
concerning your solution in all phases of the life cycle is pooled. And when I say information, I mean a lot of
different things, e.g. information about processes that are executed in your landscape, I mean technical
information that is created by EarlyWatch alerts, and I also mean test results or word-based interface
descriptions. If you follow the SAP Solution Manager approach, we expect that your solution is more transparent
and transparency is an important step to ensuring the reliability and auditability of your solution, reducing TCO,
and increasing ROI.
A further advantage of SAP Solution Manager is that it is already included in your annual maintenance fee. So
you do not need to pay any extra licenses for using SAP Solution Manager for managing your SAP solution.
To sum up, we can say that SAP Solution Manager provides everything you need to manage your SAP Solution.
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A Di f f er ent Appr oac h
A di f f er ent appr oac h i s r equi r ed f or
managi ng I T sol ut i ons
I t i s c har ac t er i zed by t he f ol l ow i ng
aspec t s
Integration
Integration is vital because you need one place
where all information comes together
Life-cycle orientation
Life-Cycle Orientation is vital because it structures
the customers tasks that customers from a time
perspective
Business-process orientation
Business processes are the glue for the information
which is acquired during the software life-cyle
A new approach is required for optimizing the management of IT solutions. Three factors are especially important for this:
Typically, customer solutions include multiple applications. For example, you might have an SAP R/3 system, an SAP
CRM component, a non-SAP warehouse-management system, and other 3rd-party systems. Integration is vital, because
you need one place where all information comes together. This includes SAP applications and third-party applications
involved in your solution. A central repository is required for describing both the involved applications and the business
processes running across these applications. This transparent description of your solution serves as the common basis for
the different tools of SAP Solution Manager and hence ensures consistency. It ensures the management of end-to-end
processes running across multiple applications.
Life-cycle orientation is vital, because your IT organization has to support the IT solutions from beginning to end. This
starts from requirements gathering, to design, build, deploy, operate and continuously optimize your solution, including
adaptation to changing business requirements. SAP Solution Manager provides tools, content, and a gateway to SAP to
centrally manage your SAP solution throughout the complete solution life-cycle. It helps to approve change request, to
create a blueprint of your solution, to configure and test the business process on the involved solutions, to transfer
knowledge to end-users, to centrally administer and monitor the environment, to provide support, to execute changes and
upgrades, and more.
The business view on your IT environment is crucial for alignment of business and IT organizations. Your business
processes can run across multiple applications, provided by SAP or other vendors. Looking at separate applications only is
not enough. It is important to take a holistic view at the end-to-end business processes, including all participating systems
and interfaces. SAP Solution Manager supports the connection between business processes and the underlying IT
infrastructure and thus eases communication between the IT department and your lines of business (LOB). Your LOB does
not want to know which specific server has caused a problem. Business people want to know which business process step is
impacted.
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The SAP Sol ut i on Manager Appr oac h
The SAP Sol ut i on Manager i s a
new t ype of appl i c at i on, w hi c h
Takes a consistent business-process
and phase-oriented approach
End-to-end functionality for
application management and
continuous improvement
Provides full life-cycle support
and collaboration with SAP
Contains best practices for
implementation, operation and
optimization of SAP solutions
Is delivered as part of your annual
maintenance fee
Si mpl y ever yt hi ng you need t o manage your SAP sol ut i on !!!
Knowledge
Management
Test
Management
Support
Desk
Change
Management
Service
Delivery
OPERATE
IMPLEMENT
OPTIMIZE
Busi ness
Pr oc ess
Project
Management
Solution
Monitoring
Knowledge
Transfer
SAP Solution Manager is a new type of application that follows this new approach.
SAP Solution Manager addresses your entire IT environment. It supports SAP and non-SAP software and covers both current and
upcoming SAP solutions. So, you can not only watch single applications within your infrastructure. The integration of all applications in
your solution enables you to take a look at end-to-end business processes running across the applications. SAP Solution Manager
provides a central point of entry for managing the complete solution.
SAP Solution Manager facilitates technical support of distributed systems in all key aspects of solution implementation, operation, and
continuous improvement. It bundles functionality of multiple aspects of managing SAP solutions. It provides the major functions from
different management tools and takes a consistent business-process and phase oriented approach. SAP Solution Manager covers both
technical and business aspects of solutions, focusing strongly on core business processes. It supports the connection between business
processes and the underlying IT infrastructure and thus eases communication between the IT department and the lines of business of a
company. You can run this central solution-management platform within your solution landscape. The tools, content and gateway to
SAP, which are available in SAP Solution Manager, help you implement, operate, monitor, and support your SAP solution.
SAP Solution Manager supports you throughout the complete life cycle of planning, implementation, operation, support, and continuous
improvement. It is the platform for SAP support services and assessments. It ensures that your entire SAP solution environment works to
its maximum potential at all times. Using SAP Solution Manager, you can reduce risk, reduce cost of IT operations, and increase the
reliability of your SAP solution.
In addition to tools, SAP Solution Manager provides access to best practices and knowledge for on-site service procedures. This helps
you to use the tools more efficiently and to improve the performance of your IT organization.
Finally, SAP Solution Manager is included in the annual maintenance fee for SAP solutions. You do not need to pay extra for using SAP
Solution Manager to manage your SAP solutions.
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Summar y
After the general introduction of the SAP Solution Manager approach, lets now take a closer look at the
different use cases of SAP Solution Manager and how you can benefit by using them.
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SAP Sol ut i on Manager Of f er i ngs
Cont ent
Gat ew ay t o SAP
Tool
Open End-to-End Application/
Technology Management & Maintenance
Document
Implement
Train
Test a deployment
Support and maintain
Monitor and optimize
Control change
Manage incidents
Methodologies
Roadmaps
Services
Best Practices
SAP Active Global Support
SAP Development
Service Delivery Platform
At first, let me be more precise about the offerings of SAP Solution Manager.
First of all, SAP Solution Manager is a tool, which offers you specialized functionality to better implement and
operate your solution. For example, it offers you a platform for implementing scenarios from mySAP Business
Suite. For operating your solution, SAP Solution Manager provides functionality to monitor your systems and
processes. Furthermore, it provides a support desk for the efficient handling of messages. In addition to these
examples, many other tools are available. During 2004, some new tools have already been or will be added to
SAP Solution Manager. Examples are the new functionality for e-Learning Management, for Upgrades, and for
Changes Request Management (latter will be available with the upcoming release 3.2).
To enhance the efficiency of using the tools, SAP Solution Manager provides a lot of content, as well. If you are
implementing CRM, SRM, or other solutions of the mySAP Business Suite, then you will find processes
including descriptions and configuration accelerators waiting for you. In addition, SAP Solution Manager
provides you with roadmaps that provide knowledge on the methodology of upgrade, solution management etc.
Best Practice documents are another valuable content, which is integrated into the SAP Solution Manager. These
documents contain the condensed knowledge of support experts on topics like, for example, production planning
management in APO, mySAP CRMmonitoring, or backup and recovery. Finally, SAP Services can also be
classified as content that SAP offers to customers. Service procedures provided by SAP Active Global Support
help to optimize your solution.
The third important facet of Solution Manager is that it provides a gateway for our customers to SAP. On one
hand, the Solution Manager offers a fast browsing and ordering of services. In addition, Solution Manager
allows you to quickly connect to SAP Active Global Support and to access those SAP notes that are relevant to
the solution of a problem.
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SAP Sol ut i on Manager Sc enar i os
I mpl ement at i on and Di st r i but i on
Suppor t Desk
Moni t or i ng
Ser vi c e Del i ver y
Upgr ade
Change Request Management
The different offerings of SAP Solution Manager can be used in different scenarios. The complete life cycle of
solutions is covered. The Implementation and Distribution scenario helps to implement new or to enhance
existing solutions. With the Support Desk your support organization will handle problems occurring both in
projects and during ongoing operations. The Monitoring scenario enables you to check the status of your
solution. You can optimise your existing solution with Service Delivery. And the scenarios Upgrade and
Change Request Management optimise the adaptation of the solution to new requirements. Lets now take a
closer look at these scenarios.
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I mpl ement at i on and Di st r i but i on Typi c al Use
Cases
I mpl ement i ng t he mySAP
Busi ness Sui t e
Gl obal Rol l -Out s
Cust omi zi ng
Sync hr oni zat i on
Test i ng
E-Lear ni ng Management
Suppor t Desk
Knowledge
Management
Test
Management
Service
Delivery
Project
Management
Knowledge
Transfer
OPERATE
IMPLEMENT
OPTIMIZE
Busi ness
Pr oc ess
Support
Desk
Change
Management
The first scenario is Implementation and Distribution. This scenario supports complete implementation
projects, including project preparation, business blueprint, configuration, final preparation and go live. Multiple
tools and use cases of SAP Solution Manager are involved in this scenario. Implementing the mySAP
Business Suite manages the implementation of new or additional scenarios in general. Global Roll-Out takes
care of global standardization and harmonization of scenarios. Customizing synchronization helps to
synchronize customizing across your landscape. Testing covers the management and execution of tests in
heterogeneous landscapes. With e-Learning Management you can educate end users about new or changed
processes. And the Support Desk ensures that all problems are handled and solved that are detected during the
implementation.
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SAP Sol ut i on Manager
I mpl ement i ng t he mySAP Busi ness Sui t e
Implement new or additional mySAP CRM, SRM, SCM ...
scenarios
SAP R/3 customers extending to mySAP Business Suite
New mySAP customers
Accelerated implementation projects
Efficient project handling
Centralized control of cross-component implementations
Integrated documentation management
Seamless information integration between project phases
Integration of non-ABAP and non-SAP components
Task
Tar get Gr oup
Benef i t s
If you are an R/3 customers who is planning to move to mySAP Business Suite or a new customer, SAP Solution Manager
is your default tool for implementation for various reasons. It helps you to master the major challenges of implementation
projects.
What are these major challenges?
The implementation of new or additional scenarios into your existing IT solution is often a challenging project. Many
aspects have to be considered, like business alignment, solution design and related technical feasibility aspects, sizing of
the required hardware, scenario-specific installation aspects, or managing multi-component implementations. Efficient
project handling is key to manage the complexity and accelerate the implementation project.
Multiple teams are involved in implementation projects. Transparency of information is urgently required to avoid
inconsistencies. This is not only relevant for the implementation project, but also later for operating and changing the
solution.
Most business scenarios to be implemented involve multiple applications. For example, the scenario Quotation and Order
Management might involve the components SAP R/3, SAP CRM and SAP APO. It is important to handle the business and
technical dependencies between the applications to optimally implement end-to-end business processes.
Typically, business processes do not only run on SAP components, based on ABAP. Non-ABAP and non-SAP components
have to be integrated as well. The parts of the business processes that run on these components have to be considered as
well. Therefore, the openness of the implementation tools is important.
SAP Solution Manager supports you in dealing with these challenges and optimising your implementation project. Lets
take a look how this is done.
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I mpl ement i ng SAP Sol ut i ons
Define customer
solution
based on
SAP processes
Project
Preparation
Project
Preparation
Business
Blueprint
Business
Blueprint
Configuration
Configuration
Roadmaps
Project Administration
Issue Tracking / Monitoring / Reporting
Synchronize
Cust. settings
Configure
processes
Test processes
Training
Define project
Set up system
landscape
Final Preparation
and Go Live
Final Preparation
and Go Live
Implementation is a process consisting of multiple major process steps. Project preparation provides the initial planning and preparation
for your SAP project. The Business Blueprint documents the business requirements of your company and maps them to the components
of the system landscapes. The Realization phase implements these business and technical requirements from the Business Blueprint.
Final Preparation and Go Live contains activities like end-user training and testing. In addition, some further activities span across the
complete implementation project, like project administration, issue tracking, monitoring, or reporting.
SAP Solution Manager covers all these process steps and activities. For project preparation you define the general data and the system
landscape for your project. This data will be the foundation of further activities during the project. SAP Solution Manager provides
roadmaps that guide you through the complete project. Different roadmaps exist for different projects, like a general implementation
roadmap, a roadmap for implementing SAP Enterprise Portal, or a Solution Management Roadmap for setting up the operations of your
solution.
You design your solution in the business blueprint phase. One of the major assets of Solution Manager is the implementation content
that is included. We provide you with content for multiple solutions of the mySAP Business Suite. And the good news is that even more
content is coming. This content is structured according to business logic. This makes it easy for your business people to understand what
SAP software offers and to select those processes that support their tasks best. You only need to adapt the SAP processes to your own
requirements and define your additional requirements instead of defining
the complete process from scratch. Integrated document management ensures that documents are easy accessible for all project team
members. Pre-defined document templates can be used. Any file format is supported. With version management SAP Solution Manager
keeps track of the document history, to enable changes of existing document.
Seamless information integration enables a fast and seamless change between project phases. Information entered in a previous project
phase (e.g., Blueprint) is accessible in all subsequent phases (e.g., Configuration, Testing). During configuration you customize the
involved applications such that they meet the requirements documented in the business blueprint. SAP Solution Manager provides a
central point of access for key implementation activities and eases the navigation within the project. From the central SAP Solution
Manager you can go directly to the required configuration settings on the local components.
The integration of Non-ABAP and Non-SAP components enhances the possibilities for process definition and documentation. Even
processes running across Non-SAP components can be handled. Process steps on Non-SAP components can be modelled and
documented as well. This enables a complete end-to-end coverage of all business processes.
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SAP Sol ut i on Manager Cust omi zi ng
Sync hr oni zat i on
Synchronization of customizing across your landscape
All customers with more than 1 SAP R/3 system
mySAP Business Suite customers
Consistency of customizing in multiple-system
landscapes
Reduction of manual synchronization efforts
Flexibility of configuration distribution
Sophisticated centralized configuration tracking and
monitoring
Task
Tar get Gr oup
Benef i t s
Centralized control of customizing helps handling cross-component implementation projects. A mySAP
Business Suite system landscape consists of various components, which have their own (independent)
customizing tables (technical point of view). Components need, however, some common customizing (semantic
point of view). Common customizing needs to remain in sync. In particular, changes in an SAP R/3 system may
require changes in another component of your mySAP Business Suite.
Major challenges of consistent customizing settings are:
Where does my customizing differ across system landscape?
How can I eliminate customizing discrepancies detected in my system landscape?
Are there any current settings unavoidably resulting into inconsistency?
Have all required transports been released in the development system and are they imported in the
correct order on the subsequent systems?
Is there any customizing in my transports that should not be released?
Are there any corrections residing in the quality assurance system that have not been maintained in
the development system?
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SAP Solution Manager offers functionality for supporting you in synchronizing your customizing settings. It
enables the comparison of customizing between one source and one target system to compare customizing
before and after distribution (Customizing Scout). In addition, it controls the distribution of customizing from
one source to multiple target systems (Customizing Distribution). This might also include the mapping of
settings if the customizing objects have different formats on the source and target system. With this you can
distribute a defined scope of configurations across multi-component landscapes.
SAP Solution Manager ensures consistency of customizing in multi-systemlandscapes. It enables safer
administration of cross-component customizing, less error-prone replication of customizing and simple
consistency checks. This enables higher availability and less cost of issue resolution for your SAP solution.
In addition, SAP Solution Manager reduces manual synchronization efforts by providing automatic
distribution, distribution of customizing into various systems at the same time, and central management of all
customizing synchronization requests.
Your flexibility is increased, since you can adjust the distribution times and set the distribution options
according to your business needs: from initial customizing to delta customizing.
An additional benefit of customizing synchronization in SAP Solution Manager is the possibility of quick
setups of additional systems in a system landscape. This enables fast configuration of test, training, and demo
systems.
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SAP Sol ut i on Manager Gl obal Rol l -Out
Global standardization and harmonization of
scenarios
Large (multi-national) customers
(R/3 and mySAP)
Support of process standardization projects
Eased implementation at local sites
Reduced effort for standard adaptation
Task
Tar get Gr oup
Benef i t s
Another issue in implementation projects is harmonization and standardization of business processes in your company. Many customers
with multiple business units (BU) or locations use multiple SAP components of the same type in parallel for the different units. If the
enterprise wants to make sure that business processes are standardized across the different BUs and locations, it has to make sure that
some configuration settings at the different components are identical or at least similar. The enterprise has to define, which settings are
mandatory for the local units (global elements). In addition, it might define configuration proposals for the local components, which
might only be changed by the local units if urgently required (harmonized elements).
Major challenges for this are the centralized definition and pre-configuration of global processes, the adaptation of local requirements to
the standard, and release management for the standard. The definition and pre-configuration of standards is usually a major project that
involves multiple different groups of the enterprise. The deployment of the standard at the local sites requires assistance for the local
teams in adapting local requirements to the standard. In addition, it is necessary for successful projects to check the standard compliancy
of the local implementations. Finally, business and IT requirements are changing regularly. Therefore it is crucial to have a proper
version management of the standard for being able to adapt the standard to new requirements.
The global roll-out functionality of SAP Solution Manager delivers tools, content and a methodology, that help you to efficiently deal
with these challenges.
SAP Solution Manager can ease your process standardization and harmonization across organizations and locations. It supports you in
running process standardization projects by providing a methodology and functionality. The functionality of SAP Solution Manager
enables you to centrally define and pre-configure global / harmonized elements efficiently. You can even setup multiple templates in
parallel.
The implementation of standardized settings at local sites is eased, as well. Configuration settings do not need to be re-entered at the
local components. The central pre-configuration can be re-used. The documentation of the standard helps to easily integrate the standard
with the local processes. A compliance check helps you to easily check if the standard has been applied correctly. This ensures the
quality of your implementation and reduces the probability of later disruptions.
With the functionality of version management, comparison and adjustments of template versions SAP Solution Manager reduces the
effort for adaptations of the standard to changed requirements, as well.
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Li vi ng Pr oof : Suc c esses and Ex per i enc es
Our business is one hundred percent compliant with the capabilities
of mySAP CRM. Using the implementation content provided within the
SAP Solution Manager is more than just documentation or a prototype,
it actually represented the groundwork for our productive system.
Theo Kraus, CIO
We use the SAP Solution Manager as the central repository for all
project documentation. The integrated use of SAP Knowledge Ware-
house provides advanced document management capabilities and
control that leads to time savings in the project.
Bernhard Thoma, SAP Project Manager at MAN
The main driver in choosing the SAP Solution Manager was the
convincing concept of an integrated platform that manages
implementation and operations of mySAP.com, leveraging latest
state-of-the-art implementation technologies.
Wolfgang Trabant, Project Manager, Methodology
There is no better way to control customizing in heterogeneous system
landscapes than with the integrated use of SAP Solution Managers
customizing distribution functionality. Today, we have 9 development
systems that are controlled by the SAP Solution Manager.
Andr Moers, B/S/H/, SAP Technology / Information Technology
Lets take a look at some customer examples that have successfully used SAP Solution Manager for implementation
projects.
Giroflex is one of the pioneers and leading providers in the field of ergonomically designed chairs. Giroflex is using SAP
R/3 with 130 users and SAP CRM (Mobile Sales) with 15 users. The implementation content for SAP CRM Mobile
Sales, provided with SAP Solution Manager, helped Giroflex to rapidly align their business with SAP software. With a
fully documented and reusable prototype, Giroflex quickly implemented a viable CRMsolution to control costs, reduce
risk, and immediately experience the benefits of mySAP business suite. With hands-on exposure beforehand, it took less
time to become familiar with mySAP CRM and influenced user acceptance.
MAN is one of Europes leading suppliers of capital goods and systems in the fields of commercial vehicle construction,
mechanical and plant engineering. The focus of the project has been to consolidate and harmonize business processes in 17
subsidiaries. SAP Solution Manager has facilitated the documentation of all business and technical requirements for
MAN.
Bosch und Siemens Haushaltsgerte GmbH (BSH) is market leader in Germany and number-one in Europe as
manufacturer of home appliances. BSH deploys a global redesign project of their business application landscape that is
centrally supported by SAP Solution Manager. They use the functionality for central customizing control. Almost 400
project team members are using SAP Solution Manager in the Realization phase.
Deutz is an independent and world-wide leading manufacturer of diesel and gas engines for various machines. Their
project scope includes R/3 4.6C, SAP for Automotive, SAP CRM and SAP BWfor about 2,000 expected end-users. Deutz
migrated from ValueSAP to SAP Solution Manager after the Business Blueprint phase. They especially commend the
integrated-platform concept of SAP Solution Manager.
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SAP Sol ut i on Manager Test i ng
Manage testing in a heterogeneous landscape
Customers with high test efforts (implementation,
support packages, upgrade)
Reduced time for test preparation and execution
Support of cross-component tests
Integration with implementation projects and issue
handling
Re-use of existing testing material
Task
Tar get Gr oup
Benef i t s
Testing is part of the final preparation and go live phase of the implementation project. But it is relevant for other
areas of the solution life cycle, as well. For example, testing has to be done during standard maintenance (e.g.
installation of support packages) or in change and upgrade projects.
Testing is very important for ensuring the reliability of your solution. However, it is a major cost factor in
implementation projects. Therefore it is important to manage and execute testing efficiently. This includes the
collection of all cases to be tested, the arrangement of test cases into a test plan, the assignment of test packages
to testers, the test execution, and the analysis of test results.
A central instance for test coordination is required for testing of business processes running across multiple
components. Otherwise, it would be difficult to test the proper integration of process steps executed on separate
components.
SAP Solution Manager provides functionality for both test management and test execution.
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Cent r al Test Coor di nat i on
Example: Sales Order Processing
Create Sales Order
Configure Products
Availability Check
Determine Conditions
Credit Check
Receive Order
Replicate Order
Order Confirmation
Maintain Status
SAP CRM SAP APO SAP R/3
Test
Management
Test
Ex ec ut i on
On this slide we see an example of testing a cross-component business process Sales Order Processing with
SAP Solution Manager. The end-to-end process flow and all involved process steps have to be checked. SAP
Solution Manager enables a reduction of the time required for test preparation and execution. It is possible
to use the process structure of the implementation project as test catalogue proposal and hence speed up the
scoping of the test project. Automated testing features (eCATT, CATT) can be integrated in test execution.
Reporting of test progress eases the work of the test manager.
Cross-component tests are supported by providing a single point of access to the complete system landscape
and a central storage of testing material and test results.
The integration with implementation projects makes sure that testing is done alongside configured process
structures. Integration with issue handling ensures that problems can already be administered during testing. It
is possible to do a detailed analysis and prioritisation of problems and to assign processors by the test
coordinator.
If you have already created test scripts in earlier projects, you can re-use this existing testing material. It is
possible to integrate existing test cases stored in external test systems and to upload existing testing material.
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Sw ar ovsk i
For over one hundr ed
year s, Sw ar ovsk i has
been t he gl obal mar k et
l eader i n c r yst al pr oduc t s
suc h as c r yst al j ew el r y
st ones and c r yst al
c omponent s.
Wi t h t he br ands Tyr ol i t
(gr i ndi ng and dr essi ng
t ool s), Sw ar ovsk i Opt i k
(pr ec i si on opt i c al
equi pment ) Sw ar ef l ex
(r ef l ec t or s f or r oad
saf et y) and Si gni t y
(synt het i c gemst ones),
Sw ar ovsk i enj oys bei ng
t he w or l d l eader w hen i t
c omes t o c r yst al .
Now w e have t ool s t hat ar e
i deal f or i mpr ovi ng t he qual i t y
and sec ur i t y of our t est pr oc esses.
The use of t he Sol ut i on Manager t est
f unc t i onal i t y has al r eady c onsi der abl y
r educ ed our pr oc ess c ost s.
Helmut Krimbacher, CIO
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SAP Sol ut i on Manager E-Lear ni ng Management
Educate end-users about new / changed processes via
e-Learning
Customers implementing new or changing existing
solutions
Easy creation and distribution of web-based learning
materials
Re-use of existing project documents
Increased efficiency of end-user training
Improved quality of training via feedback functionality
5 SAP Tutor licenses included
Task
Tar get Gr oup
Benef i t s
E-Learning Management is another process in the implementation scenario. The goal of this process is to
provide a mechanism that allows to educate end users about new or changed processes in an effective and
efficient way. End user training is not only relevant for implementation projects. It is also important for other
projects like upgrades or functional changes. Without sufficient knowledge transfer to the involved parties, the
success of a project will be sub-optimal.
E-Learning Management is a sufficient way of performing end-user training. It can be executed directly at the
desk of the employee or even at home. Hence, you will save travel costs and reduce related productivity loss. In
addition you do not need to pay for training locations and you require only a small number of experts that are
capable of teaching the content.
Despite the general advantage of E-Learning, it is still important to manage the creation, execution, storage and
the changes of e-Learning tutorials efficiently. The SAP Solution Manager includes tools for the creation, the
organization and categorization of learning materials. It is also possible to create learning maps with chapters
and units, and distribute the learning materials to specific target groups. SAP Solution Manager therefore helps
to efficiently execute the different tasks and hence to improve the advantages of E-Learning even further.
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Changes r equi r e t r ai ni ng of t he di f f er ent
par t i es i nvol ved (e.g. end user s)
Anal yze r esul t s & f eedbac k
Ex ec ut e e-Lear ni ng
Di st r i but e e-Lear ni ng
Mat er i al s t o end user s
Pr epar e e-Lear ni ng Mat er i al s
f or spec i f i c user r ol es
Or gani ze / c at egor i ze
e-Lear ni ng mat er i al s
Cr eat e e-Lear ni ng mat er i al s
Set -Up ef f i c i ent end-user
t r ai ni ng st r at egy w i t h e-Lear ni ng
Analyze results & feedback
How is SAP Solution Manager supporting end-user training? SAP Solution Manager accompanies customers
through the complete process of creating e-Learning courses (so called learning maps). This starts with the
training strategy. With the Knowledge Transfer Optimization service, SAP provides best practices for choosing
an appropriate and efficient training strategy, based on e-Learning.
The next step is the creation of learning materials. SAP Tutor is a tool that you can use to create simulations of
the functionality that end-users have to execute. The simulations can be enhanced with text information,
exercises and tests. Using these simulations, end-users can get the impression of doing training life on the
system. If you have installed a SAP Solution Manager (>= release 2.1), the SAP Tutor 2.0 is included in the
maintenance. This is relevant for 5 users of the SAP Tutor recorder & editor and all registered SAP users of your
company for SAP Tutor player. However, this license permits only the non-commercial recording and playback
of SAP relevant content.
Besides SAP Tutor simulations, other documents (e.g. documentation, presentations, or any other file types) can
be used as e-Learning materials as well. SAP Solution Manager helps you to collect all materials, assign them to
the corresponding objects (e.g. to business processes or business process steps) and add further relevant data like
the duration of the material. The assignment to e.g. business process steps enables the re-use of existing
documents from the implementation project and provides additional data from the project. For example, with the
assignment of user roles to business process steps it is possible to generate role specific learning units that
contain exactly the information required for a specific user role. This is another feature of SAP Solution
Manager.
The role specific learning maps can then also be distributed specifically to all end-users of the according role.
The end users get web-based access to the required learning materials and can execute the training individually
on their desk or even at home. End users can even provide comments on the training materials via the feedback
functionality of SAP Solution Manager. The feedback can then be used to further improve existing trainings.
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SAP Sol ut i on Manager Suppor t Desk
Efficient management of IT support
All Customers (especially with large
IT organizations)
Faster issue resolution
Higher quality of issue resolution
Central handling of support messages
Easier settlement of support costs
Service
Delivery
Busi ness
Pr oc ess
Support
Desk
Task
Tar get Gr oup
Benef i t s
If a problem is detected during testing, you have to make sure that the problem is handled and solved. The
support desk provides the infrastructure for this. The tester can create a message that is sent to the support desk.
A support employee analyses the problem and tries to find a solution. The same procedure applies to incidents
and problems detected by end users during operations.
Major challenges for solution support are the necessity of fast incident resolution; the required combination of
both technical and business know how, the handling of cross-component incidents, and the set-up of the support
process itself.
The support desk functionality of SAP Solution Manager helps customers to efficiently manage solution support.
It is especially relevant for customers with large IT organizations.
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End-t o-End I nc i dent Management
SAP Suppor t SAP Suppor t
Cust omer Cust omer SAP SAP
Provides Solution
Finds
Solution
or
3
Forwards Problem
Provides Solution
4
Provides Solution
2
Searches for
Solution
Customer's
Solution
Database
SAP Note Database
Service Products
Best Practices
1
Report
Incident
SAP System
Support Desk
End User End User
Sol ut i on
Suppor t
Sol ut i on
Suppor t
SAP Ser vi c e
Mar k et pl ac e
SAP Ser vi c e
Mar k et pl ac e
The support desk in SAP Solution Manager provides a single point of access for supporting your complete solution. It
provides an overview of your technical IT landscape and your core business processes. The common message processing
includes detailed information about the incidents, solution search in a solution database and in SAP Service Marketplace,
the possibility to transfer messages to SAP Active Global Support, and help in applying the solution.
The support desk enables faster problem resolution. Customer specific work allocation, dispatching, and notification
ensure that incident handling can start quickly by the right employees. Fast detection of a solution is possible via the
solution database and the SAP Notes search in SAP Service Marketplace. The integration of SAP Notes Assistant provides
efficient handling of SAP Notes. Faster problem resolution also reduces the number of expensive and stressful escalations.
Another benefit is the higher quality of incident resolution. The messages in the support desk include important system
and context data in addition to the message text entered by the end user. The central platform SAP Solution Manager
provides access to all involved systems and hence improves the solution of cross-component problems. The bi-directional
interface with SAP enables a closer integration of experts from SAP Global Support in the solution process.
Central handling of support messages enables an efficient support organization. SAP Solution Manager helps you to
organize your support organization efficiently, to connect people (end users and support), knowledge (available in SAP
Solution Manager and SAP Service Marketplace), and processes (running on your application components). SAP Solution
Manager can even control service level agreement and handle escalation management.
Finally, the support desk in SAP Solution Manager eases the settlement of support costs. It can assign support costs to the
responsible departments (billing). This can also take special contracts and service level agreements into account.
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Moni t or i ng Typi c al Use Cases
Sol ut i on Moni t or i ng
Ser vi c e Level
Management
Landsc ape Repor t i ng
Cent r al Syst em
Admi ni st r at i on
Support
Desk
Service
Delivery
Solution
Monitoring
OPERATE
IMPLEMENT
OPTIMIZE
Busi ness
Pr oc ess
Lets now come to the next scenario supported by SAP Solution Manager: Monitoring. This scenario is mainly
relevant for the operation phase of your solution. It contains four different processes.
Solution Monitoring provides central, real-time information about the current status of your systems, business
processes and interfaces.
The task of Service Level Management is to provide comprehensive service level management and reporting to
administrators and (internal) customers. Landscape Reporting gives an overview about your solution by listing
all hardware and software components of the landscape.
Monitoring is also connected to the Support Desk and Service Delivery in SAP Solution Manager. If a problem
is detected during monitoring, you can easily create a Support Desk message or order a service from SAP Active
Global Support to solve the problem.
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SAP Sol ut i on Manager Sol ut i on Moni t or i ng
Central, real-time monitoring of systems, business
processes and interfaces
Customers with complex and distributed system
landscapes
Central point of access to all monitoring information
Avoid critical situations by proactive monitoring
Fast issue resolution
Openness
Task
Tar get Gr oup
Benef i t s
The process Solution Monitoring is defined as the periodic oversight of systems and processes, so that timely
action can be taken to correct deficiencies detected. Solution Monitoring should be done to detect defects as
early as possible in order to ensure the consistency and security of the business processes that raise the
availability and performance of the systems.
Monitoring is usually done by the system administrator that checks regularly if all systems and processes in the
solution landscape run smoothly. However, with the increasing number of systems in a solution landscape and
different monitoring tools for different components the job of system administrators gets more difficult.
SAP Solution Manager provides a new monitoring concept that can avoid these challenges.
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The Ol d Conc ept :
Increasing number of components
New components with individual
administration and monitoring tools
Exploding costs for training,
implementation and operations
The New Conc ept :
Single point of access
Central coverage of end-to-end
processes
Consideration of inter-system
dependencies
Moni t or i ng
CUS
CUS
SCM
SCM
R/3
R/3
4.6C
4.6C
CUS
CUS
SCM
SCM
R/3
R/3
FVS
FVS
4.6C
4.6C
PLM
PLM
CRM
CRM CUS
CUS
SAP
Sol ut i on
Manager
SAP
Sol ut i on
Manager
FVS
FVS PLM
PLM
CRM
CRM CUS
CUS
The new Solution Monitoring concept should provide a single point of access for the administrator. The system
administrator just needs to log on to the SAP Solution Manager. From there he or she will get an overview of the
complete landscape. If an alert shows up, it is possible to analyse it and even to drill down to the local
component to get further information. SAP Solution Manager provides both system monitoring and business
process and interface monitoring. System monitoring covers the status of the technical infrastructure. Business
process and interface monitoring covers all technical and business application-specific functions required for a
smooth and reliable flow of business processes. The central, real-time monitoring of systems, business processes
and interfaces is especially relevant for customers with complex and distributed system landscapes.
The central point of access to all monitoring information enables central monitoring of the complete solution.
It reduces the administration effort and can even cover inter-system dependencies.
By doing proactive monitoring you can avoid critical situations. You can detect and solve issues before they
occur. This will improve the availability of your solution.
The automatic notification functionality enables fast issue resolution. If a critical situation occurs, an automatic
alert can be sent to the person or group responsible for dealing with the situation. This helps to minimize the time
between the occurrence of an incident and its solution.
Finally, the openness of SAP Solution Manager enables both the integration of your existing SAP solutions and
the integration of 3rd-party systems. This helps to protect your investment in the existing IT landscape. It also
reduces costs for integration of Non-SAP components.
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SAP Sol ut i on Manager Ser vi c e Level Management
Comprehensive service level management and reporting to
administrators and customers
IT Organizations
IT Service Provider
Easing service level management
Summarizing several systems in one report
Support of strategic decisions
Recommendation of optimizations
Task
Tar get Gr oup
Benef i t s
The task of the previous use case solution monitoring is to keep the business running. It has a focus on the
current situation. The aim of the next use case, Service Level Management, is to support continuous
improvements and IT planning. It is based on statistics data and is usually executed weekly or monthly. Service
Level Agreements contain measurable goals for the different services. Service Level Agreements are concluded
between the IT organization and business process owner (internal) or business partner (external). Service Level
Reporting enables you to measure your key performance indicators (KPIs) of your solution and communicate the
observance of the agreed service goals. Service
Level Reporting provides the data to check and prove the observance of your Service Level Agreements.
Optimization is required, if an agreed service level is at risk or not met.
Challenges in Service Level Management are the definition of service level agreements (definition of scope,
KPIs and thresholds), the reporting for business processes running across components and hence require a
consolidation of multiple data sources, and the detection of optimization potentials for service levels that are at
risk or fall below a threshold. SAP Solution Manager helps customers in dealing with these challenges. It
provides guidelines for defining service level agreements, it creates service level reports covering multiple
components, and it provides recommendations for optimization services, where required.
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Ear l y Wat c h Al er t (EWA) and Ser vi c e Level
Repor t i ng
Sat el l i t e
Syst ems
SAP
Sol ut i on
Manager
Collect
Data
1
Send Early
Watch Alert
(EWA) Data
Aggregate
EWA Data
Generate
Service Level
Report
Pr oc ess Ow ner /
Busi ness Par t ner
2
Forward Report
Check Report
SAP Solution Manager provides comprehensive service level management and reporting for IT organizations
and IT service providers.
This process helps you to ease Service Level Management at your company. SAP Solution Manager provides
support in the definition of service levels and less manual effort through automated reporting.
Service Level Reporting summarizes several systems in one report that is easy to understand. It covers all
systems in your solution landscape and provides consolidated reports that contain exactly the information you
are interested in. The data source for the service level report are EarlyWatch Alerts and alerts from business
process monitoring. EarlyWatch Alerts are sent regularly from the satellite systems to your SAP Solution
Manager. Business Process Management alerts are triggered by the monitoring functionality of SAP Solution
Manager (we have just talked about this).
The service level reports support you in doing strategic IT decisions. They are process oriented and provide a
comprehensive representation of your solution scope, landscape, and business processes. The reports can bridge
the gap between the technical view of the IT organization and the business view of process owners. You can
define a list of recipients and distribute the reports accordingly.
Additionally, a service level report can contain recommendations of optimization potentials. Based on your
current system data collected for service level management, the report provides proposals for suitable support
services. By using these services you can benefit from the considerable experience of SAP and its customers.
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SAP Sol ut i on Manager Landsc ape Repor t i ng
Provide list of all hardware and software components
of the landscape
All customers
Quick reporting of current solution
Detailed list view of hosts, databases, systems,
software components and support package levels
Consolidation of maintenance efforts due to easier
standardization of patch levels
Task
Tar get Gr oup
Benef i t s
The third process in the area of monitoring is Landscape Reporting. A list of all hardware and software
components within your solution landscape is often required. For example, you might need a report about the
support package levels of the involved components for being able to consolidate your maintenance efforts. Or
you might require information as the foundation of strategic IT decisions.
SAP Solution Manager collects all required information from the different components and provides a central
and easy reporting on the data. This includes hosts, databases, systems, software components, and support
package levels. Whenever a change occurs on any SAP component, the data is updated automatically. So
landscape reporting always provides information up-to-date.
The landscape report is generated into a configurable table. You can decide which data will be included. If you
require the data as input for other tools, its easy to export the report in Microsoft Excel format. The Landscape
Reporting functionality enables faster and better decisions and it reduces the reporting efforts for your
administrators.
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SAP Sol ut i on Manager Cent r al Syst em Admi ni st r at i on
Central administration of systems
in an SAP solution
All customers
Automated support of periodic and sporadic
administration tasks
Time savings due to central access to
administered systems
Automated logging of activities
Reporting across the whole solution
Task
Tar get Gr oup
Benef i t s
The next process helps to ease the work of your system administrator, as well. For running your solution, it is
important that some administrative jobs are executed regularly. For example, you have to check on a regular
basis the background jobs, security audit logs, database backup execution, system performance details,
application specific administration tasks and many other tasks. You cant ensure reliability of your solution if
some of the tasks are not executed.
With the process Central System Administration, supported by SAP Solution Manager, you can define a task list
containing all required activities and their frequency. This helps especially inexperienced system administrators
to execute their job completely. In addition, the task list contains documentation for the individual tasks to
further ease their execution.
If a task has been executed, this will be documented in a log book. The log book can be an important foundation
for quality assurance programs. It is easy to check in the log book if all required tasks have been executed
correctly.
Another advantage of Central System Administration in SAP Solution Manager is that you have a central access
to the administration tasks on the different components within your landscape. Your system administrators do
not need to log on to the different components individually. If you select a task in the task list, which has to be
executed on a specific component, you will be automatically transferred to the transaction on this component.
This helps to further ease the job of your system administrator.
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SAP Sol ut i on Manager Ser vi c e Del i ver y
Offer, setup and improve Service and Support
Processes for all SAP technologies
All customers
Manage technical risk and ensure technical robustness
Exploit the full potential of your SAP solution
Acquire the right core competen-cies to manage your
solution
Improve quality of services
Easy ordering and delivery of services
Perform self-service
Task
Tar get Gr oup
Benef i t s
Service
Delivery
Busi ness
Pr oc ess
Support
Desk
The scenario Service Delivery enables you to access SAP Support services to optimize the management of your
SAP solutions. For example, you can manage technical risk and ensure technical robustness with SAP
Safeguarding services. By using SAP Solution Management Optimization services you can exploit the full
potential of your SAP solution. SAP Empowering services help you to acquire the right core competencies to
manage your solution.
The information about your solution available in SAP Solution Manager improves the quality of services. The
system landscape and business process information in SAP Solution Manager is a foundation of various services.
In addition, SAP Solution Manager as central instance within your solution enables services across distributed
systems, taking dependencies between these components into account.
The recommendation of suitable services, the direct link to the SAP Service Catalog in the SAP Service
Marketplace, and the delivery of services via SAP Solution Manager make the ordering and delivery of
services easy.
If you perform services as self-services, you will gain independence of the service delivery through SAP
consultants. Self-services enable a faster reaction when you face technical issues in your solution. Additionally,
self-services provide an extensive knowledge transfer to your staff during the associated trainings.
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Sol ut i on Suppor t Ser vi c es
SAP Ac t i ve Gl obal Suppor t Sol ut i on Suppor t Ser vi c es
Pr i c e
Li st
Of f er i ngs
Sol ut i on Management
Opt i mi zat i on
Performance
Application Integration
System Administration
Data Volumes
Testing
Early Watch Reporting
Empow er i ng
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Empowering Workshops
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Saf eguar di ng
Safeguarding for
Implementation
SAP Safeguarding for Solution
Improvement
Safeguarding for Upgrades
SAP Mai nt enanc e Cont r ac t (St andar d Suppor t )
Administration and Automation; Access to Best Practices; Empower CCC; Proactive Remote
Services; SAP Software Upgrades; Monitoring for systems and core business processes;
problem resolution; global 7x24 problem resolution; global 7x24 escalation procedures
Cust omi zed
Of f er i ngs
Al l suppor t ser vi c es ar e pow er ed by
Premium Support: SAP MaxAttention
Value of Maintenance, delivered by SAP Active Global Support empowers customers to use their existing
solutions to continually improve their core business processes.
Customers needs to continually adapt their IT solutions are organic. Whatever adaptations the market demands,
SAP Active Global Support offers the necessary support to optimize the software solutions, to enhance business
processes, to take advantage of innovations, to continually adapt a company to its
eco-system, and to hereby reduce TCO and accelerate ROI. SAPs business solutions support customers
mission critical business processes and thus require the best support.
SAP Active Global Support guarantees that core business processes always work with technology updates and
migration packages. On top, SAP Active Global Support delivers problem resolution, knowledge transfer, and
quality management. SAP Active Global Support has a superior understanding of a customers competitive
environment, business objectives, and necessary solution landscape.
Key Objectives of Service & Support products are the delivery of globally consistent, repeated service packages
that ensure that customers core business processes work, total cost of operations are reduced, upgrade to
mySAP ERP occurs in one step, Go lives and upgrades are safeguarded, and customers SAP solutions are
understood
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SAP I T Ser vi c e and Appl i c at i on Management
The c ent r al benef i t s
of SAP I T S& AM ar e
ITIL compliance
Reduction of TCO
Protection of customers
SAPinvestment
Quick ROI
SAP IT
Service
Management
SAP Application Management C
u
s
t
o
m
e
r
s

I
T

d
e
p
a
r
t
m
e
n
t
Service Support
Service Delivery
Operations
Requirements
Build
Deploy
Operate
Optimize
C
u
s
t
o
m
e
r
s

B
u
s
i
n
e
s
s

u
n
i
t
Integration
Design
Operations &
Optimization
Design
Build & Deploy
Pow er ed by SAP Sol ut i on Manager
Pow er ed by SAP Sol ut i on Manager
SAP I T Ser vi c e and Appl i c at i on Management pr ovi des an end-t o-end
desc r i pt i on of t he most i mpor t ant oper at i ng and management pr oc esses
t hat need t o be f ol l ow ed w i t hi n t he l i f et i me of your sol ut i on.
The SAP Sol ut i on Manager i s t he k ey enabl er of SAP I T S& AM
SAP IT Service and Application Management is the methodology and process model of Life-Cycle Management
for SAP solutions. It is based on the IT Infrastructure Library (ITIL) and extends the AcceleratedSAP (ASAP)
implementation methodology to all aspects of IT Operations and IT Service Management.
ITIL is the international de facto standard guidance for IT. Background information on ITIL can be found at
www.itil.org and www.itil.co.uk.
SAPs IT Service and Application Management broadens ITILs coverage of application management, IT
service management and the interfaces between them. SAP Application Management, embracing the phases of
an applications lifecycle, is based on the ITIL model, but has been extensively enhanced by SAP. Thus, it
contains SAPs approach to application management and how SAP supports you in each phase. SAP IT Service
Management focuses on the IT infrastructure and briefly explains the two ITIL areas of Service Management
Service Support and Service Delivery. Here you will find the pure ITIL model. The topic of IT operations has
been added, to complement the IT Service Management section since it is closely related with it. The final part is
the most important integration of SAP Application Management and IT Service Management.
The SAP Solution Manager is the platform for the delivery of all SAP Active Global Support services, Technical
Account Support and Technical Customer Services. On top of that, configuration best practices and operations
best practices are delivered and implemented with the SAP Solution Manager. All of these best practices are at
the heart of SAP IT Service and Application Management.
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Ser vi c e Pr oposal s and Or der i ng Pr oc ess
SAP Solution
Manager
Transparent Documentation
of Solution Landscape
Service Delivery via
SAP Solution Manager
3
SAP Service
Marketplace
Order Services
through direct links
to SAP Marketplace
2 SAP Solution
Manager
Get suitable
Services and Best
Practices Proposals
1
SAP Solution Manager is the platform for recommendation and delivery of support services from SAP. Based on
the information about your solution landscape, available in SAP Solution Manager, SAP Solution Manager
proposes suitable services and best practice documents for optimizing the management of your solution.
You can select specific services or documents out of this recommendation list. SAP Solution Manager links you
directly to the service catalog in SAP Service Marketplace, where you can order the service.
After the order, the service will be delivered via SAP Solution Manager. You can even perform self services
yourself independently of SAP consultants. Finally, the solution landscape information in your SAP Solution
Manager will be updated with the result of the service.
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Upgr ade Typi c al Use Cases
Upgr adi ng SAP c omponent s
I mpl ement i ng t he
mySAP Busi ness Sui t e
Test i ng
Suppor t Desk
Knowledge
Management
Test
Management
Service
Delivery
Knowledge
Transfer
OPERATE
IMPLEMENT
OPTIMIZE
Busi ness
Pr oc ess
Support
Desk
Project
Management
Change
Management
The next scenario supported by SAP Solution Manager is Upgrade.
Change and improvements are integral parts of today's business environment. SAP is committed to support you
in continuously improving your existing SAP solution to adapt your business flexibly to the latest market
requirements, to use the latest technologies available in the IT market, and to achieve company-specific targets
to reduce total cost of ownership (TCO) for your existing IT infrastructure. Upgrading SAP components is part
of the continuous improvement of your IT solution.
SAP Solution Manager supports multiple aspects within an upgrade project to minimize costs and risks of
upgrade projects:
Master the upgrade project (Upgrading SAP Components)
Definition and configuration of the future solution (Implementing the mySAP Business
Suite)
Ensure correctness of the configuration (Testing)
Delta training of affected end users (E-Learning Management)
Handling of problems during the upgrade (Support Desk)
We have already discussed most of these aspects in this presentation. Therefore, lets now concentrate on the
new process Upgrading SAP Components.
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SAP Sol ut i on Manager Upgr adi ng SAP Component s
Perform the upgrade of one or more SAP
component withinin the solution landscape
Customers planning to upgrade one
or several of their SAP components
Streamlined upgrade project management
Integration of all upgrade-related activities
Transparent documentation of changes
Integration of available support services for
upgrades
Professional guidance
Task
Tar get Gr oup
Benef i t s
Why are upgrades required?
Customers may have multiple objectives for upgrading a component within a solution landscape. Business
process improvements with new functionality that is only available with a new release version or the need to
leverage new technologies, e.g. for the collaboration with business partners, might be a driver to upgrade. Both
could eventually lead to the reduction of maintenance costs for your SAP environment or headcount reduction in
your workforce.
However, there are challenges in performing upgrades: costs and potential risks associated with upgrade project.
The top-five pain points are the adjustment of the existing functionality to the new release and even the
implementation of new functionality, the organization and execution of tests, the minimization of downtimes,
end-user training, and project management. And of cause, there is the risk of business disruption that could
negatively impact the use of your productive SAP environment.
SAP Solution Manager helps to perform the upgrade of one or more SAP components within your solution
landscape. By using the functionality its much easier to prepare, structure, and execute your upgrades. The
portfolio of methodologies, tools and services helps to ease upgrades of SAP components, to reduce cost drivers
and to mitigate risks.
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SAP Sol ut i on Manager At t ac k s Know n Cost Dr i ver s
Hardware upgrade
Technical upgrade (Downtime) & preparation
Modification adjustment / New functionality
0%
5%
10%
15%
20%
25%
30%
Project management
End-User training
Test organization and execution
Change Management
E-Learning Management
Test Management
Upgrade Roadmap
SAP Downtime Assessment
SAP Modification Clearing Service
SAP Test Management
Optimization
as Ser vi c e Pl at f or m
as Ser vi c e Pl at f or m
Upgr ade Ser vi c es
How can you achieve this? With SAP Solution Manager you can attack the major pain points of upgrade
projects.
For example, SAP Solution Manager contains the Upgrade Roadmap. This roadmap provides proven content for
key functional and technical upgrade aspects. It guides you through the complete upgrade project. It coveres
subject areas such as process design, IT infrastructure planning and re-sizing, administration and security
concept, test planning and execution, technical upgrade procedure, as well as end-user training and
documentation. More than 250 accelerators for the subject areas mentioned above will facilitate and speed-up the
completion of key project tasks.
In addition, SAP Solution Manager offers a large set of tools that ease the management and execution of your
upgrade project. This includes documentation of all project-related information, system landscape
and delta analysis capabilities, configuration support (upgrade and delta customizing), testing, e-learning
management and a support desk.
SAP Solution Manager is the platform for the delivery of SAP Active Global Support services. Multiple services
exist to support you in your upgrade project. Examples are SAP Going Life Functional Upgrade Check, SAP
Downtime Assessment, SAP Modification Clearing, or SAP Test Management. They provide further support for
your upgrade project, like further reduction of risks and acceleration of the project.
Enhanced upgrade functionality of SAP Solution Manager is available with SAP Solution Manager 3.2. The
functionality is already downgraded to release 3.1 of SAP Solution Manager with support package 13.
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Change Request Management Typi c al Use Cases
Change Request
Management
I mpl ement i ng t he
mySAP Busi ness Sui t e
Upgr adi ng SAP c omponent s
Test i ng
Suppor t Desk
Knowledge
Management
Test
Management
Service
Delivery
Knowledge
Transfer
OPERATE
IMPLEMENT
OPTIMIZE
Busi ness
Pr oc ess
Support
Desk
Project
Management
Change
Management
Change is common in IT solutions. Besides the upgrade of a component, there are many other reasons for
changes. This might be changed business requirements that require new or changed functionalities. You might
have to apply technical changes during maintenance of the solution, e.g. the implementation of support
packages, or your support organisation might need to execute some changes for problem resolution.
With the scenario Change Request Management, SAP Solution Manager also supports you in managing change.
Upgrade, which we have just discussed, is one kind of change. Most processes in the Change Request
Management scenario are the same as in the upgrade scenario. Multiple functions have to be integrated, like
knowledge management, test management, knowledge transfer, and more. However, the Change Request
Management scenario in SAP Solution Manager provides one major enhancement: the end-to-end management
of change projects from the creation of change requests to the final close of the requests.
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SAP Sol ut i on Manager Change Request
Management
Adapt the solution to changed requirements
Customers performing change management or
upgrade projects
Comprehensible documentation of planned and
implemented changes and their ramifications
Improve efficiency of change management projects
Minimize business disruptions
Tracking and auditability
Task
Tar get Gr oup
Benef i t s
What are the success factors of a change project?
The success depends on reaching three major goals. You have to make sure that the disruption of your business
is minimized. The change project has to be executed efficiently. And the changes have to be consistent,
comprehensible, and auditable.
There are some challenges for reaching these goals. To mitigate risks you have to ensure that all change requests
need to be approved before they can enter your productive systems and the release of changed functionality is
only possible after successful testing. The efficiency of the change project requires that you have a proper project
management and that all project related information is available transparently at a central location. Finally,
quality assurance and legal requirements, like Sarbanes Oxley, force you to proper monitor and document all
change activities.
SAP Solution Managers new Change Request Management functionality helps Business and IT to handle all
steps related to changes because it offers an approval workflow, project management features, and even the
management of all related transports. This new functionality will be made available in two stages: first, the hot
fix scenario is available with the SAP Solution Manager 3.2 Ramp-Up in October 2004, with the full
functionality to follow in Q1 2005.
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Change Management (I TI L Sc enar i o)
The obj ec t i ve of c hange management i s t o c ar r y out c hanges
ec onomi c al l y and i n a t i mel y manner w i t h mi ni mal r i sk
Registration and
Classification
Approval
Evaluation / Post
Implementation Review
Change
Manage-
ment
Change
Manage-
ment
Building
Testing
Implementation
Program/
Project
Manage-
ment
Program/
Project
Manage-
ment
Monitoring and
Planning
Authorization and
Implementation
Change
Moni t or i ng
How is SAP Solution Manager supporting you in managing change?
Lets take a look at the change management process, as it is defined by the IT Infrastructure Library (ITIL). ITIL
is the de-facto global standard in the area of service management. It consists of a series of best-practice
documents that form a methodology for service management and delivery.
ITIL divides the change management process into two areas executed by different roles within your company:
Change Management and Program/Project Management. Change Management takes care of the management of
all change requests, change request categorization, change impact analysis, approval workflow and status
reporting. Program/Project Management covers project planning and budgeting, project documentation,
development and customizing, and test management. Change Request Management in SAP Solution Manager
supports the change management process, as it is defined in ITIL. In addition, SAP Solution Manager also
integrates the Change Logistics. This includes the scheduling and tracking of transports containing the changes.
So Change Request Managements provides an integrated support of the complete end-to-end process of
managing change, from the creation of a change request to the transport and activation of the change in the
productive system. All activities and participating roles are involved, like requester, change manager, developer,
tester, or IT operator.
In addition, Change Monitoring provides an overview of the complete change history. All activities involved in a
change project are documented in SAP Solution Manager. It is even possible to report on dependencies between
change requests and the final realization of changes via transports to the productive environment. For example,
you can list all transport requests that have been caused by a specific change request. Its possible as well to find
out which change request has originated a specific transport request.
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Tec hni c al Sc ope of Change Request Management
Import SAP support packages (transaction SPAM)
Implement SAP notes (transaction SNOTE)
Modification adjustments (transaction SPAU)
Install Add-Ons (transaction SAINT)
Implement Upgrade (from technical and content point of view)
Change scenarios, processes, and process steps
Implement new scenarios, processes, and process steps
Implement new SAP products and Add-Ons
Change and enhance customer owned developments
Change Customizing
Add and change master data
Add and change organizational data
Which technical types of changes are supported by SAP Solution Manager?
The technical scope of Change Request Management spans from the implementation of SAP Notes to the change
of customizing settings like organizational data. Different types of change projects focus on different technical
change methods and require different workflows. SAP Solution Manager offers three pre-configured Change
Request Management scenarios:
Hot fixes urgent changes that require instant customer attention, yet still need to be tracked. An urgent
correction task is a measure that must be done very quickly as production is jeopardized. Therefore, an urgent
correction task may be done directly in the production system. A change manager classifies a change request as
an urgent correction task in the Support Desk of the SAP Solution Manager. Operational tasks are automatically
performed by means of Support Desk activities. This is mainly the implementation of SAP notes. When finished,
the result can be brought into the development system (retrofit) to ensure a consistent system landscape.
Regular housekeeping activities, which occur typically every 3-6 months, including application of SAP
patches. Operational tasks for the implementation of SAP support packages and legal change packages are
performed automatically by means of Support Desk activities. The consistency of maintenance tasks and urgent
correction tasks is managed automatically.
Business changes, such as implementation of new business processes, or even upgrades that result in fully
documented implementation or upgrade projects. A project plan is defined in cProjects if a change manager
classifies a change request as a Project task in the Support Desk of the SAP Solution Manager. A Project process
structure is defined in the Blueprint and Configuration phases. Project Task Schedule and Tracking are
generated. The project is reflected to one or multiple Change and Transport System projects in one or multiple
systems.
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Summar y
We have just answered the question What is SAP Solution Manager? and have seen different possibilities how
you could use SAP Solution Manager. Lets now come to the end and briefly summarize the presentation.
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Par t of SAP Net Weaver
Can ser vi c e al l SAP t ec hnol ogi es
I nt egr at es non-SAP pr oduc t s
Pr ovi des c ent r al i zed
Transparent processes
Transparent system landscape
Documentation
Testing
Configuration and
customizing
Note handling
Monitoring
Service delivery
and execution
SAP Sol ut i on Manager i n a Sol ut i on Landsc ape
SAP Net Weaver
Ot her
SAP
SAP
SAP
Sol
Man
Ot her
Regarding the technical infrastructure, SAP Solution Manager is based on SAP technology. It is able to support
all SAP technologies, including earlier releases of the components and non-ABAP components like SAP
Enterprise Portal. You can integrate non-SAP components, as well. For example, you could integrate a 3rd-party
warehouse control systems, which is part of your solution.
SAP Solution Manager serves as a central instance within the solution landscape to manage the complete
solution. As central instance, SAP Solution Manager provides a variety of centralized services both for
implementing, operating, and continuously improving your SAP solutions. We have just seen examples of these
centralized services in the different scenarios of SAP Solution Manager. The advantages are that you have a
central point of access, that you can control end-to-end processes, that you can ensure consistency within your
landscape, and that dependencies between different components are taken into account.
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SAP Sol ut i on Manager @Wor k
I nf r ast r uc t ur e (oper at i ng syst em, net w or k , dat abase, har dw ar e)
Business Applications based on SAP NetWeaver
Other
application
Process
Step 1
Process
Step 2
Process
Step 3
Process
Step 4
Process
Step 5
End-to-End Business Process Flow
Upgr ade Suppor t Desk
Busi ness Pr oc esses
Moni t or i ng
I mpl ement at i on
Change Request Management
How is this central application management platform working? Customers typically run multiple components within the IT
landscape. This might be Business Applications based on SAP NetWeaver (provided by SAP, 3rd-parties or own
developments), SAP NetWeaver components (e.g., SAP Enterprise Portal, SAP Exchange Infrastructure), or other
applications.
Business processes run across this landscape. Multiple components might be involved in the execution of an end-to-end
business process.
A central and transparent documentation of the solution and the end-to-end business processes running on it is required for
optimizing implementation, operations, and change. SAP Solution Manager provides this information in the repository.
Management of business processes involves multiple scenarios, like implementation, monitoring, support desk, upgrade,
and Change Request Management. SAP Solution Manager bundles all these functionalities that are based on the transparent
solution description. So you have a comprehensive Solution Management platform.
In addition, SAP Solution Manager serves as a gateway to SAP to enable support by SAP Active Global Support and the
delivery of support services.
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SAP Sol ut i on Manager Fut ur e Coex i st enc e Sc enar i os
Knowledge
Management
Test
Management
Solution
Monitoring
Project
Management
Support
Desk
Change
Management
Service
Delivery
Learning
Solution
3rd
Party
Project
Management
3rd
Party
Change
Management
3rd
Party
Knowledge
Warehouse
3rd
Party
Test
Automation
3rd
Party
Support
Desk
3rd
Party
OPERATE
IMPLEMENT
OPTIMIZE
Solution
Monitoring
3rd
Party
Busi ness
Pr oc ess
SAP Ac t i ve
Gl obal Suppor t
Knowledge
Transfer
SAP Solution Manager is not positioned against existing solution management, knowledge management, and
other best-of-breed solutions. The strategy is not to replace existing software products at customer sites, but to
coexist and bring additional value to the customer. Therefore SAP Solution Manager provides interfaces for the
integration of best-of-breed products and will even enhance the integration possibilities in the future.
You have the choice to use SAP Solution Manager only or to integrate it with other 3rd-party tools that you
might already have in use.
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SAP Sol ut i on Manager Key Benef i t s
Del i ver ed at no addi t i onal c ost
I nc r easi ng r el i abi l i t y of I T sol ut i on
Reduc i ng c ost of i mpl ement at i on,
oper at i ons, and c hange management
pr oj ec t s
Ac c el er at i ng t i me t o benef i t
Lever agi ng ex i st i ng I T i nvest ment s
Avai l abl e f or ex i st i ng SAP sol ut i ons !!!
So lets close this presentation with summarizing the main benefits of SAP Solution Manager:
At first, SAP Solution Manager is delivered at no additional cost. It is included in your annual maintenance fee that you pay to SAP. So
you do not need to pay any additional licenses for managing your SAP solutions with SAP Solution Manager.
SAP Solution Manager helps you to increase the reliability of your IT solution. Pro-active control of your solution avoids errors in
implementation and operations. Cross-component consistency checks avoid inconsistencies in heterogeneous environments. The support
desk and the gateway to SAP speed up issue resolution and hence increase the availability of your solution.
SAP Solution Manager reduces cost of implementation, operations, and change management projects. Tools and content delivered
with SAP Solution Manager improve the efficiency of implementation and change management projects. By using the implementation
and upgrade content delivered via SAP Solution Manager, you do not need to start your project from scratch but can build upon the
experience of other customers and SAP experts. Centralized project handling, blueprinting, configuration, testing and document
management in multi-component environments avoids redundant data entries. SAP Solution Manager provides a single point of control
for multi-component landscapes. It improves the efficiency of your IT operations
SAP Solution Manager accelerates time to benefit. It increases the Return on Investments by reaching the break-even point of your
projects earlier. Implementation and change-management projects are accelerated by reducing the complexity of multi-component
projects and by increasing project efficiency.
SAP Solution Manager helps to leverage existing IT investments. It provides new management functions for your existing components.
You can reduce your cost of operations for your existing SAP Solution. There is no need to upgrade your existing IT infrastructure due to
the seamless integration of SAP Solution Manager into existing IT landscapes (including both SAP and Non-SAP components) and the
integration with 3rd-party system management tools.
SAP Solution Manager is available today. You can use it to better manage your existing and future SAP solutions!!!
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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.
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