Sapsolutionmanagerbusinessprocessmonitoringofasapcrmsolution

]
COREY PEARSON
[
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2008
CHAVONE JACOBS
[
MEMBER SINCE: 2003
ALLAN FISHER
[
MEMBER SINCE: 2008
SAP Solution Manager Business Process
Monitoring of a SAP CRM Solution
Robert Max
robert.max@asug.com
Real Experience. Real Advantage.
[
2
Learning Points
Learn how to take advantage of the business process
monitoring capabilities of Solution Manager
Learn how Solution Manager's business process and
interface monitoring can add value to your Information
Technology Organizations end-to-end solution operations
Learn how Solution Manager can meet the business
process monitoring needs of the business
Learn where Solution Manager is not the appropriate tool
for BPM
[
3
Return on Investment
Leverage the existing tools you have at your disposal to enhance
your organizations service levels.
Software Acquisition Costs = 0
Locate the education resources available to you today to teach you
how to implement Solution Manager driven Business Process
Monitoring
External Training Costs = 0
Learn how to configure self-service business process monitoring and
reporting minimizing IT support hours
Monthly IT SLA Reporting Effort => Decreasing to zero
Improve :
Customer Satisfaction
User Efficiencies
Solution Availability
[
4
Does Your Organization Have?
A Business Process Management Team focused on
Design, Optimization and Monitoring is described
The team can increase revenue, shorten business
processes, reduce expenses etc.
The team will should have a charter, staffing and funding
Tools have been acquired, implemented and the team is
knowledgeable in their use
A focus on the Information Technology Organization's
service levels and processes increases Customer-Sat
This presentation is also relevant for those individuals who come from
organizations where a BPM Team has not been established. Where
BPM has a lower priority; headcount and funding are constrained
and the focus is elsewhere.
[
5
What Well Cover
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
[
6
International Beverage Bottling and Distribution
Company Using SAP
$19.8 billion (USD) annual
revenue
42 billion physical cases
46 of the states in the U.S.A.,
Canada, Great Britain,
Netherlands, Luxembourg,
Belgium, France
74,000 employees
Approximately 450 facilities
55,000 vehicles
2.4 million pieces of equipment
(vending, cooling, etc.)
[ Business Issue
Accounts receivable and customer account management processes
are consolidated into regional billing centers.
SAP Deductions Management Cockpit provides a more
comprehensive view of the customers financial history
Information accumulated to provide a 360 degree view of the
customer/company business relationship
SAP FSCM (Financial Supply Chain Management) includes a
more streamlined handling of billing disputes and collections
Additional applications support the business process and must be
integrated
Legacy Route Management System to take orders, deliver
product and handle collections
Imaging system to scan and index invoices with signatures and
notations
System to track and document customer discounts and incentives
7
[
SAP R/3
Financials Accounts Receivable
Non R/3
Billing
Run monthly statements
ZF.27
Run Dunning F.150
Lockbox (FLBP)
Residual documents
(overpayment/underpaym
ents)
Clear open items
SAPF124, F-30
BASIS
Billing
Non R/3
Non R/3
ASCORE
VITRIA
Non R/3
CMA
Write Off
[ Deductions Management Application
The timely delivery of results from several SAP and non SAP
Applications needed to be orchestrated
Information was processed by multiple systems (BASIS, AS/Core
Vitria) on its way to the SAP BW and R/3 Systems
The normal 24 hour fulfillment cycle ran 24x7 with a preference for
off hours and weekend deliveries. Adding on the Sales Centers
daily close and it could be 72 hours before delivery and invoicing
information passed through multiple legacy systems to show up in
the financial system.
Some customers were immediate payment others net 30
Invoices could be scanned on site or mailed but the images
needed to be indexed and available to the Deductions
Management Clerk
SAP Deductions Management remained in only two of the A/R
centers past the original enterprise wide deployment date until issues
were addressed
9
[
Availability and Service Level Management
A team was established with the responsibility for
improving application availability
A core team was augmented with a virtual team of
representatives from different parts of the IT Organization
UNIX Systems Administrators
zOS and DB2 Systems Administrators
iSeries Systems Adminstrators
IS Operations
Production Control and Scheduling
Systems Management Software Support Specialists
Client Support Center (Help Desk)
Basis Administrators
10
[
R/3
Deduction Management
Over / Underpayment
Create Residual Items
Assignment of owners
J4I3 Notes Tickler per clerk
Sets priority, outcome
code, assignment, action
code
To Do List
Manual Clarification
Unjustified
Re-bill the customer
Documents without actions
Write Off
Justified
Clean Up
Master Data
Get paid Long term -
Write off
Collection
Management
Dunning
Process
[
12
Six Sigma Utilized
Define-Measure-Analyze-Improve-Control (DMAIC)
Define: Set the context and objectives of your improvement
project
Measure: Determine the baseline performance and capability
of the process or system youre improving
Analyze: Use data and tools understand the cause-and-effect
relationships in your process or system
Improve: Develop the modifications that lead to a validated
improvement in your process or system
Control: Establish plans and procedures to ensure your
improvements are sustained
Improve the efficiency and effectiveness of a process and
subsequently business performance
Proven methodology
[
13
Six Sigma Why?
A partner company had successfully exploited Six Sigma
and was willing to support its use within our company:
Six Sigma Green Belt Training was available to our staff
A Six Sigma Center of Excellence had been established
Projects were supported with tools and Six Sigma Black Belt
Advisors
Leverage existing tools, organizational competencies,
established departments and initiatives whenever possible.
Tip
[
Track Response Time and Throughput of Important R/3
Transactions with Solution Manager
14
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[
IT Service Management - Service Delivery
Processes Utilized
15
IT Infrastructure
Service Desk
Service Level
Management
Maintain and improve IT
service quality, through a
constant cycle of
agreeing, monitoring and
reporting on IT service
achievements
Availability Management
Providing the sustained
level of availability
required by the business
in a cost effective manner
Capacity Management
Ensuring that the
capacity and performance
needs of the business are
being met
IT Service Continuity
Management
Ensuring that the
necessary IT services can
be recovered within the
agreed business
timescales
Financial Management
for IT Services
Cost-effective control and
management of the IT
assets and the financial
resources used in
delivering IT Services
[
IT Service Management - Service Support
Processes
16
IT Infrastructure
Service Desk
Configuration
Management
Identifying, controlling
and verifying IT
Components and their
Interrelationships.
Provides information key
to other processes
Incident Management
Focusing on the quick
restoration of service
minimizing the impact to
the business
Problem Management
Getting to the root cause
of incidents and ensuring
that permanent solutions
are deployed to prevent
reoccurrence
Change Management
Minimizing the impact of
change on the business
through standardized
methods
Release Management
Deployment of packaged
changes reducing the
impact of frequent one-off
change implementations
[
17
ITIL and Solution Manager
ITIL is what has to be done
SAP Solution Manager is how it is to be done
ITIL processes supported by Solution Manager:
Service Delivery
Service Support
Application Management
Ref: SAP Solution Manager - ITIL Support, SAP Press Published
2005
We had a methodology and a set of defined best practices.
What we needed next was the right tool for the job.
[
Results of the BPM Pilot Project
The goal was to address all of the issues that kept the company from
deploying the SAP supported accounts receivable process to all
processing centers. Success was the deployment of the solution to
all shared services centers.
A Six Sigma DMAIC Project was initiated with a goal of Information
on Glass i.e. getting all of the Deductions Management Clerks
information to the screen.
Solution Manager v3.2 was valuable but other tools and custom
development were used
Multiple dashboards were created to consolidate data from solution
manager and third party applications.
Lesson Learned:
BPM Added Value and Promoted Success
Cost and Effort to Implement was High!!!
18
[
19
What Well Cover
Solution Manager
Wrap-up
[ SAP Solution Manager
SAP Solution Manager is the centralized, solution management
platform with functionality that covers all key aspects of solution
deployment, operation, and continuous improvement. It combines
tools, service content, and offers direct access to SAP to increase the
reliability of solutions and lowers your total cost of ownership.
(http://service.sap.com/solutionmanager)
SAP Solution Manager is the strategic communication and
collaboration platform.
20
Key Functionality
SAP Early Watch Alerts
Enable Delivery of SAP Services
Enable SAP Maintenance Optimizer
Central System Landscape Directory (SLD)
This Key Functionality is the minimum requirement for any
SAP Customer
[ Solution Manager - Implementation
Initial Steps
Hardware is in place and sized accordingly
OS and Database are loaded
Latest Solution Manager Software Staged and available
Including latest Solution Manager SP-Stacks to be applied
SAProuter Service Marketplace connection in place and operational
Operating System, Storage (if SAN-connected), and Network support
is available on demand
Connectivity to systems in landscape to be supported
21
Key Activities Week 1 Week 2
1 2 3 4 5 1 2 3 4 5
Site Assessment Review - Verify SAP Environ.
Identify SAP Systems to be included in Landscape
Install SAP Solution Manager
Apply SolMan Support Packs
SolMan IMG Configuration and Define SLD
Apply OSS Notes/Service
Configure and Test Maintenance Optimizer
Complete Installation, Apply Service etc.
[ SAPs Solution Manager Preparation Service
With the SAP Solution Manager Preparation Service you can expect
to:
Verify the configuration of your SAP Solution Manager
environment
Optimize the configuration of your SAP Solution Manager for
service delivery
Enable the SAP Solution Manager as a delivery platform for
remote and on-site SAP Support Services.
The SAP Solution Manager Preparation Service is part of the SAP
Solution Manager Services program
This program offers you a series of services to keep your SAP
solutions running optimally,
Improving return on investment and reducing the cost of
operations
These services optimize applications and system operations.
http://service.sap.com/solutionmanager - For More Information
22
[
23
What Well Cover
Solution Manager
Wrap-up
[
SAP 2007
SAP Standards for E2E Solution Operations
Change Request
Management
Manage regular and urgent corrections
Manage hot news notes
Manage support package stacks
Service Desk
Manage Incidents
Problem Management
Manage Service
Connections
Integration of
3rd-party help desks
Root Cause Analysis
Solution Monitoring
System monitoring
Business process monitoring
Central system administration
EarlyWatch Alert / SLAs
Solution reporting
Upgrade of
SAP solutions
SAP methods & tools
E-learning mgmt.
Test management
Implementation of
SAP solutions
SAP methods & tools
Global rollout
Customizing sync.
E-learning mgmt.
Test management
CORE
BUSINESS
PROCESSES
Delivery of
SAP Services
Onsite/remote delivery
Issue Tracking
[
SAP shares world class support know-how
Solution Operations Standards
Define mission-critical operations processes
Provide Best Practices and Implementation Roadmaps
Based on a general organizational model
Trainings/Certifications are available
SAP Standards for Solution Operations
bring E2E Solution Operations to you!
The standards allow you to:
SAP 2007
Increase business process availability
Improve data consistency and transparency
Strengthen business process performance
Ensure maintainability and upgradeability of your solution
landscape
[
26
SAP Standards for Solution Operations
Incident Management
Exception Handling
Business Process and
Interface Handling
Data Integrity
Change Request
Management
Upgrade
eSOA Readiness
Root Cause Analysis
Change Control
Management
Minimum
Documentation
Remote Supportability
Data Volume
Management
Job Scheduling
Management
Transactional
Consistency
System Administration
System Monitoring
[ Solution Manager Work Centers
27
Work Centers
Are role-based
Enable easy navigation for
end users
Use a common interface for central administration of solutions
Support Service Level Management
Available Starting with SAP Solution Manager 4.0 (SP-stack 15)
Available Work Centers
System Administration
System Monitoring
Incident Management
Job Scheduling Management
Root Cause Analysis
Business Process and Interface Monitoring
Service Delivery
Change Management
Solution Landscape and
Operations Setup
Implementation and Upgrades
[
28
What Well Cover
[
29
What Well Cover
Solution Manager
Wrap-up
[
SAP
2008 /
Busine
Starting Point for Business Process and Interface
Monitoring concept
Phases of a Software Implementation Project
Strategic
Framework
Technical
and Integration
Design
Technical and
Operations
Implementation
Cutover
and Start of
Production
Operations
and Continuous
Improvement
Define and
Create
a Monitoring
Concept
Implement the
Monitoring
Concept
Start
Monitoring
Continuous
Improvement
Ideal Starting Point:
Creation of Monitoring concept started during the Technical and Integration Design
phase of implementation project
Later Starting Points:
Establishing a Business Process and Interface Monitoring concept can be started during
a later phase at any time during the productive operation of the business processes.
[
Step 1
Identify
core
business
processe
s
Step 2
Identify
process
steps and
interfaces
Step 3
Identify
business
requireme
nts
regarding
process
execution
Step 4
Define
monitoring
objects,
alerts and
thresholds
Implementation Methodology for Business Process
and Interface Monitoring
Define and
Create
a Monitoring
Concept
Implement the
Monitoring
Concept
Start
Monitoring
Continuous
Improvement
Step 6
Define
communic
ation and
escalation
procedure
s
Step 7
Assign
monitoring
activities
to
responsibl
es
Step 8
Define
Reporting
Objects
and
Reporting
Activities
Step 9
Define
communic
ation and
escalation
procedure
s
Step 10
Assign
reporting
activities
to
responsibl
es
Step 5
Define
monitoring
activities
[
SAP
2008 /
Page
Activity Management
SAP 2007 / Page 32
Sales Manager Sales Employee Business Roles
Purpose
Activity Management supports the sales and service process in all phases and provides
information about all activities carried out to serve the customer.
This scenario supports a sales process with various types of activities and tasks.
Benefits
Complete interaction history for Customer
Complete integration with all CRM processes
Evaluation and management of activities and relationships
Effective tasks and time management
CRM calendar integration
Groupware calendar integration (Lotus Notes or Outlook)
Prioritization of dates and tasks
Team selling supported
[
Example CRM Sales Activity Management
33
Accounts &
Contacts
Visit
Planning
Fact
Sheet
Interaction
History
Activity
Management
Email
Integration
Relationship
Management
Marketing
Attributes
Customer
Analysis
Account
Classification
[
Solution Manager Monitoring
Activity Management
Save activity/task
Replicate activity/task
with groupware
Maintain activity/task
Create
activity/task
Search
activity/task
Open Calendar
Schedule activities
Dialog Response
Time
No. of Activities / Tasks
created
No. of Activities / Tasks in
status Open
Real Time Event Monitoring
Measure Response and Throughput
Response Time of Important Transactions
Quantity of Important Transactions
CRM Analytics
CRM Basic Sales
CRM Activity Management
CRM Account and Contact Management
CRM Opportunity Management
CRM Territory Management
[ What can Solution Manager Monitor?
35
Alert Type Selection Options
Business Activities/Tasks
# of Business Activities/Tasks created
# of Business Activities/Tasks 'Open'
Business Transaction Category,
Business Transaction Type, Input
Channel, Sales Organization,
Distribution Channel, Division,
Created by, Older than x days,
Previous Day
Dialog Performance
per transaction and SAP instance
per transaction-specific function codes (CUA internal
commands)
per transaction-specific function codes transferred in HTTP
requests
per HTTP request
per program / function name in RFC call
[ Rule Based Monitoring of Events
www.sdn.sap.com/irj/sdn/netweaver Lifecycle Management ->
Operations for SAP Tutor Sessions on this activity
36
Create a MTE (Monitoring Tree Element) Class for Response Time
Tip
[ Rule Based Monitoring of Events
Monitoring on specific transaction codes is also available.
37
Operations can be messaged when response time goes red
[ Self Service CRM Analytics Available
www.help.sap.com Search CRM Suite Keyword: Analytics
38
Cross-Scenario Analyses
Industry-Specific Analyses
Entitlement Analyses
Service Analyses
Interaction Channel Analyses
Cross-Application Performance
Analyses
Customer Analyses
Product Analyses
Marketing Analyses
Digital Asset Management
Analysis
Sales Analyses
Rebate Processing Analyses
E-Analytics
Partner and Channel Analytics
Active/Passive Analysis
Activities/Items per Activity Partner
Activities per Category (Employee
Responsible, Document Level)
Activity Details
Activity History
Activity Partner with Open Activities
Distribution of Activities per
Organizational Unit
Intensity of Customer Care by
Employee (Sales Manager Portal)
Intensity of Customer Care by Partner
(Sales Manager Portal)
My Team's Planned Activities
Number of Activities per Category
Planned Activities
AND EVEN MORE!!!!!!!!!
[ Interface Monitoring Example CRM Service
39
SAP CRM
Create Service Quotation
Create Service Order
Release Service Order
Create Confirmation
Determine Valid Warranty
Create Service and Sales
Order Items
Determine Service Contract
Close Confirmation
Create Invoice
Release Invoice
Create Work Order
Post Goods Issue for
Spare Parts
Transfer Invoice to
FI/CO
Transfer Working
Time via CATS
Create Invoice
No. of Documents created
No. of Documents in
status Open, In Process
or Erroneous
No. of Documents created
No. of Documents in
status Open, In Process
or Erroneous
Dialog
Response Time
Dialog
Response Time
SAP ERP
No. of Documents 'To be
Distributed / Error in
Distribution
Dialog
Response Time
No. of Work Orders
Created
No. of Work Orders
Overdue
No. of Invoices Created
No. of Invoices not
Transferred to FI
Check for Error in Distribution
Solution
Manager
shines when
multiple
components
are
involved!!!
[
40
Communicating Information on Business Processes
Information Reporting Communication Channels
SMS Text Page for immediate notification
Dashboard where status is immediately accessible
Reports Consistent Delivery of categorized KBIs
Interactive Reporting Use of Information Analytics
Workflow Measure with regard to Event and Response
Cycle:
Response Time/Duration
Number of events in queue
Types of Responses
[
41
Putting it all Together Service Desk Example
Purpose
This scenario describes the typical activities of an interaction center
agent for customer service interacting with a customer by e-mail or by
telephone.
Key Points
Interaction Center WebClient
Inbound phone call processing
E-mail handling (receipt and reply)
Extensive business partner information
Problem and solution search in a knowledge database using
Software Agent Framework (SAF)
Creation of service tickets and processing of related data (installed
base components, contracts, service level agreements, warranties)
IC Agent Service IC Manager
Business
Roles
[
42
Solution Manager Monitored Components
CRM ApplServer - ABAP
IC Web Client User GUI
TREX Knowledge Repository
SAP BI Data Analytics
SAPConnect E-mail Services
RFC Queues Exchange Data
between Systems
Service Order Management
Dialogue Response Time for:
Create Service Order
Create Activity/Task
Search Activity/Task
No of Documents Created
No of Documents Open,
In Process or Erroneous
No of Documents - Error in
Distribution
qRFC Alert Monitoring
Blocked queues
Status of R&R Queue
Demon (CRM)
Status of R&R Queues
(CRM)
Size of Queue
Queues on hold
[ Self Service CRM Analytics Available
www.help.sap.com Search CRM Suite Keyword: Analytics
43
Cross-Scenario Analyses
Industry-Specific Analyses
Entitlement Analyses
Service Analyses
Interaction Channel Analyses
Cross-Application Performance
Analyses
Customer Analyses
Product Analyses
Marketing Analyses
Digital Asset Management
Analysis
Sales Analyses
Rebate Processing Analyses
E-Analytics
Partner and Channel Analytics
Interaction Center Analytics
Service Ticket Overview
Open Service Tickets
Open Service Ticket History
Average Lead Time
E-Mail Response Management
System Analytics
Interaction Modeling and Evaluation
Interactive Scripting Evaluation
IC: Connection Volume
IC: Connection Volume (in Time
Intervals)
IC: Transfers
IC: Transfers (in Time Intervals)
Interaction Statistics in Time Intervals
(General)
AND EVEN MORE!!!!!!!!!
[ CRM Business Process Monitoring - Summary
Solution Manager can define and monitor a solution
Resident on One System
That is a Business Process that Spans Applications
BPM Reporting is Available via
CRM Analytics (Internal)
BI (External)
Solution Manager
Who is the Consumer of the Information?
End Users Prefer CRM Analytics and BI
IT Analyst and Technical Administrators Prefer Solution
Manager
44
[
45
What Well Cover
Solution Manager
Wrap-up
[ Using Solution Manager BPM Lessons Learned
46
Component Monitoring generates event notifications. Incident
management process begins before the first user calls
Regular reporting of Solution Manager information to the functional
user is only important
When the information is changing often
When the information is relevant and not accessible through the
Applications Analytics
When a longer running problem exists waiting for resolution e.g. dialogue
response time issues
Dashboards are a good solution for consistently reporting information
to a wider audience. Report Card of Key Business Indicators
Business users prefer their applications built in analytics over
solution manager - Leverage what is already available
Solution Manager is first and foremost a tool for IT and not for end-
users
[
47
Resources
SAP Service Marketplace references *
http://service.sap.com/bpm
http://service.sap.com/solutionmanager
http://service.sap.com/runsap
http://service.sap.com/businessmaps
http://service.sap.com/supportstandards
SAP Solution Manager E-Learning (Free!!!!)
www.service.sap.com/okp
More Free Education and Training
www.sdn.sap.com e-Learning
* Requires login credentials to the SAP Service Marketplace
[
48
Resources (cont.)
ITIL references
http://itsmfusa.org
www.itil.co.uk/index.htm
Americas SAP Users Group
www.asug.com
Review SIG pages for Systems Management, Business
Process Architecture and Solution Manager,
[
SAP
2008 /
49
Resources SAP Solution Manager 2009 Edition
Complete reference to SAP
Solution Manager, by Marc O.
Schfer and Matthias Melich (SAP
Press)
Concept of SAP Solution Manager and
its strategic importance for application
management and cooperation with a
strong reference to ITIL
Comprehensive approach to the
complete portfolio along the lifecycle
(all functions, tools, and processes,
including third-party integration)
Detailed customer field-reports deliver
insight into first-hand, practical
experience
[
SAP
2008 /
50
Resources SAP IT Services & Application
Management
Pocket guide on SAPs ITIL
adaptation, by Liane Will and Sabine
Schler
(SAP Press)
Adaptation and enhancement for
requirements of SAP operations according
to the ITIL standard, particularly for
application management processes and
integration processes between IT Service
and
application management
SAP tools and services supporting the
implementation of processes
Reference to the optimization of business
management in the environment of
SAP landscapes
German edition, March 2006 ISBN: 3-89842-795-1
English edition, June 2006 ISBN-10: 1592290949
[
51
Key Learnings
Leverage existing Business Process improvement initiatives,
resources and methodologies (Six Sigma and ITIL IT Service
Management)
Solution Manager is available at your organization
SAP Standards for E2E Solution Operations is the roadmap
Metrics on Availability, Response Time and Scale are the easiest to
derive
BPM projects can be oriented around issue resolution and problem
solving and not necessarily continuously ongoing
Always review the business process analytics that are shipped from
SAP before creating new ones
Free Solution Manager Training can be found in the SAP Service
Marketplace
[
52
Your Turn!
Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com
925 North Point Parkway Suite 160
Alpharetta, GA 30005
http://www.RunE2E.com
[
53
[
]
Thank you for participating.
SESSION CODE: 4608
Please remember to complete and return your
evaluation form following this session.
For ongoing education on this area of focus, visit the Year-
Round Community page at www.asug.com/yrc

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