ITM205 − IT Service Management in

SAP Solution Manager

Strategic Overview

Public
Speakers

Las Vegas, Oct 19 - 23 Barcelona, Nov 10 - 12

 David Birkenbach, SAP SE  David Birkenbach, SAP SE

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Disclaimer

This presentation outlines our general product direction and should not be relied on in making a
purchase decision. This presentation is not subject to your license agreement or any other agreement
with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to
develop or release any functionality mentioned in this presentation. This presentation and SAP's
strategy and possible future developments are subject to change and may be changed by SAP at any
time for any reason without notice. This document is provided without a warranty of any kind, either
express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this
document, except if such damages were caused by SAP intentionally or grossly negligent.

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Agenda

ITSM Overview
 Core ITSM
 Usage rights
ITSM in SAP Solution Manager 7.2
 New ITSM features
 ITSM Analytics
 SAP HANA innovations
 UI strategy

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IT Service Management in SAP
Solution Manager
Overview

Public
ITSM – typical use cases

Incident Management for SAP landscapes with integration in SAP frontends and SAP support
backbone

Incident,- Problem, -Change Management to manage the SAP IT more efficient and secure

Ticket based workflows for further SAP Solution Manager scenarios, e. Test defects, project issue,
alert processing, etc.

Incident,- Problem, -Knowledge, -Change Management for the entire IT together with SAP IT
Infrastructure Management

Service Request fulfillment process based on service products and predefined activities how to
deliver these IT services

ITIL based IT Service Management with integration in SAP ERP for business process automation

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IT Service Management evolution in SAP Solution Manager

SAP Solution Manager 7.1

FP2 7.2
FP1 SP…
SP10
SP05
SP01

Planned
ITSM enhancements
ITSM enhancements enhancements II
 UI improvements
I  Service Order
IT Service Mgmt.  Service Catalog Mgmt.
Management  Analytics
 Operations Tasks  SAP CRM EHP 2&3
 ALM Integrations
ITSM for SAP and feature integration
SM 7.0 EHP1  Business Roles  Email inbound
SM 7.0 Application Incident Non-SAP  Service Request Mg.  Processing times,
Management  BP Substitution,
Service Desk  ITSM mobile app  Central Inbox,…
  …  HTML 5 UI roles
 SAP JAM integration
 …..

SAP SSM Work SAP Solution SAP IT SAP IT Enhanced SAP IT

SSM CRM SSM CRM
Gui Centers Manager CRM Infrastructure Infrastructure SSM CRM Infrastructure
WebClient Mgmt. WebClient Mgmt. Mgmt.
WebClient WebClient

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SAP Solution Manager verified for ITIL® Service Lifecycle

SAP Solution Manager 7.1 is fully verified for ITIL v2011 by Pink Elephant and Serview

Externally verified in all ITIL Service

lifecycle phases

Best practice configuration available for all

15 processes

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SAP Solution Manager as the central ITIL platform
System Landscape for Integrated IT Service Management

SAP ERP*
Financial Management

IT Service Management
Infrastructure Mgmt.*

Incident Management Problem Management

IT Service Desk Service Level Management
SAP IT

Release & Deployment Management Change Management

Service Asset & Configuration Mgmt. Request Fulfillment

Service Catalog Management Service Portfolio Management

Availability Management Event Management
Capacity Management IT Service Continuity Mgmt.

SAP Solution Manager

* separate license required

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IT Service Management Roles
Predefined UI templates

Operations
Service
Business User 1st Level Support
Call Agent 2nd / 3rd Level Support

Incident Problem
Manager Manager
Self Service Portal
or mobile App IT Service Desk
ITSM ITSM …
Dispatcher Professional Professional
ITSM 1st Level
Support

SAP Frontend

 Pre-Clarification,
Search, Dispatching

Email Inbound

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SAP IT Service Management on SAP Solution Manager
Organizational Tailoring

SAP ITSM

End User Self Service Mobile App / 3rd party ALM Process SAP Frontend
E-Mail / Phone
Portal Help Desk Integration Integration

Support message
ERP

SAP
Service Order Service Request Incident

Problem
Task

Requirement Request for Knowledge

Change Articles
Mgmt.

Change
Normal, Urgent, General

Software Infrastructure

Execution (ALM)
CTS+, RCA

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Service Asset & Configuration Management
SAP Solution Manager as a Service Knowledge Management System(SKMS)

CMDBs  Several CMDBs in one

Service Knowledge Management System main „central“ CMDB in
Scan Applications (ITIL terminology)
SAP Solution Manager
(SAP & 3rdparty)
Services User, Org  Infrastructure items via
Units, Partner
add-on tool.
Purchase IT Asset Management  Storage of all relevant IT
in ERP Business
(e.g. Monitors) Central CMDB Processes information in a single
system ( SKMS)
Auto-
Iobjects:
- 100213 – PR1 SAP
Knowledge  Connection to other
IT Infrastrucure
Discovery
(e.g.Network devices)
ERP CMDBs can be
- 100214 – Senseye
LED G22 SLAs, implemented
- 100215 – Router contracts
NetgearN150  Manual creation of Config
-… SP 10
Manual, Other,… items possible

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Business Process Automation with ERP integrations

ERP for Your Business IT Management Suite

Demand, Project, and Portfolio Management

Financial Management
& Controlling Service, Application, and Project Portfolio Management IT Reporting
Project Management

Risk and IT Service Management

Configuration Management
Compliance Management Services Catalog (Service Design & Delivery)
Dashboards

Budget

Incident Management

Change Management
Marketing and Sales;
Customer
Satisfaction Effort & Cost

Asset
Sourcing

Purchase Order
Infrastructure Management
Hardware, Network, Operating System and Database
Human Resources
Working Time Infrastructure Assets and Inventory

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Simplified usage rights

 SAP Enterprise Support customers can use IT Service

Management processes now for their entire IT.

SAP has
simplified the
usage rights for  Required named user licenses for non-SAP
SAP Enterprise ITSM processors are more affordable.
Support
customers
SAP CRM functionalities which
 support the certified ITIL
processes are included in the
usage rights of SAP Solution
Manager. Link: SAP Solution Manager Usage Rights

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SAP Solution Manager ITSM Usage Rights
Simplification and expansion

Our mission:
Simplified usage rights, easy
to understand and beneficial
SAP for our customers
3 steps to check the ITSM usage rights in SAP Solution Manager
SAP Solution Manager for customer shall be
used for internal or enterprise wide IT - only.
SAP Solution Manager usage for partner (e.g.
VAR) and Service Provider, etc., might have
different definitions of usage rights. Contact your
SAP partner manager.

Scope Named user Capabilities

1 Depending on your 2 Check which user 3 Which valuable
support agreement roles might need add-ons are
there might be SAP named user available to extend
restrictions in licenses. the ITSM scenario
usage and which are
included?
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SAP Solution Manager ITSM Usage Rights
Core capabilities and typical ITSM extensions
All ITSM processes in SAP Solution Manager 7.1 can
3 be used for SAP Enterprise Support customers
SAP CRM functionalities beyond the ITSM core solution are also included,
such as*:
 Survey, e.g. for PCC, Service Request specific data
 Time recording & service confirmation transfer in ERP (HR)
 Service contracts, e.g., to manage Service Level agreements
 Any T-Rex functionality, including simple search and enterprise search
capabilities
 Interaction Center UI in 1st Level IT Support
 Middleware transfer of IT services into SAP ERP processes , e.g.
finance and accounting
 Use of Mobile ITSM apps (android and iOS, SAP Fiori)
 Price determinations of IT Services
 Business requirement management
 …
* The lists have no claim of completeness!
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Additional licensing required to leverage the ITSM
scenarios.
Following SAP solutions are NOT included the SAP Solution Manager usage
rights given with the support agreement*:
• SAP JAM which can be integrated in ITSM scenarios to share and
communicate in a social media platform.
 ITSM Reporting beyond internal BW and predelivered Dashboards, e.g.
SAP HANA Live Content, SAP Lumira, SAP BO Dashboard Design
 SAP Project & Portfolio Management for IT innovation processes, IT
resources and portfolio management or advanced business requirement
process
 Computer Telephony Integration Software or Chat functionality with SAP
Business Communication Management (SAP BCM)
 Automation of Service Request Fulfillment with SAP IT PA by Cisco
 Configuration & Asset Mgmt for infrastructure items with SAP IT
Infrastructure Management
 Web shop Catalog for IT Service Ordering, e.g. with Lean Catalog (SAP
consulting solution) or SAP Hybris
Public 16
ITSM in SAP Solution Manager
7.2

Public
SAP Solution Manager 7.2
Upgrade details

The upgrade from SAP Solution Manager 7.1 to 7.2 is standard

Relevant for all customers:
 No CRM issues this time: SAP Solution Manager 7.2 does not
contain a new SAP CRM release. We only move to a new
enhancement package, the impact of the 7.2 upgrade is
significantly lower than in the 7.1 upgrade
 If you already adopted the Monitoring & Alerting infrastructure,
then you are fine. Note that business process monitoring
based on the Monitoring and Alerting Infrastructure (MAI) is
mandatory in 7.2
 The split of ABAP and JAVA stacks, and the upgrade to SAP
NetWeaver 7.40 are performed automatically in a standard
upgrade procedure
 Activation of Solution Documentation can be prepared well in
advance of the upgrade
Optional upgrade step:
 The migration to SAP HANA fully supports the one-step-upgrade
approach (i.e. the SAP standard for migrating to SAP HANA)

This is the current state of planning and may be changed by SAP at any time.

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New ITSM features and functions with SAP Solution Manager 7.2

SAP CRM Framework developments SAP Solution Manager specific

 New WebClient UI Framework Features developments
 New SAP CRM Business Functions  IT Service Catalog Management
– Service Request Enhancements  SAP Fiori (HTML5) Self Service UIs
– Checklist Enhancements  SAP Jam Integration
– Attachments Management Enhancements  Adoptions to new Solution documentation
– Processing Times  3rd party interface improvements
– Notification Framework  ITSM KPI Dashboard
– E-Mail Management Enhancements  Embedded Search (cross objects)
– Dispatching & Routing
– Central Inbox
– Bulletin Boards

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Demo

New ITSM features in 7.2

• Subscription
• Processing times
• Bulletin Boards
• Central Inbox

Public
ITSM Analytics

Preconfigured BW with SAP Solution Manager Setup

 Upgrade from BW 7.02  BW 7.4 (auto)
 New ITSM extractors & info provider – new setup required
KPI content
 Cross ITSM &CHARM Dashboard
 Predefined ITSM KPIs
 Associated KPIs
Frontend
 Analytics Launchpad on SAPUI5 (SAP Fiori like)
 Configurable KPI view (own tiles, further drill downs, etc.)
 Extendable with BW Query Designer

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Demo

ITSM Analytics in 7.2

Public
SAP HANA and SAP Solution Manager 7.2

SAP Solution Manager 7.2 Adopts SAP HANA!

Good News for All SAP Support Customers:
 SAP Solution Manager 7.2 is the first release which leverages SAP HANA.
 The adoption of SAP HANA for SAP Solution Manager follows all SAP HANA transition standards
 All customers with a valid SAP maintenance agreement can use SAP HANA as database for SAP Solution
Manager. There is no additional SAP HANA licensing required (see link for details)
 This extension of usage rights is especially valuable for customers who are:
– SAP HANA only
– in a transition phase to SAP HANA
– paying maintenance for their SAP Solution Manager database

Link: SAP Solution Manager Usage Rights

1) Does not include any SAP-HANA-related hardware cost.

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ITSM Analysis with SAP HANA
delivered via SAP services in pilot phase

 Real-time check for recently

created incidents with anonymized Avoid ticket Standardize the
creation process flow  Track the ITSM processes with 100 %
data
transparency (by team or status
 Get validated solution proposals workflow)
while entering the issue description
 Identify loops, unnecessary exceptions,
 Auto categorization based on text delays, etc.
content while creating a new Business User ITSM Analyst  Sentiment Analysis of customer
incident
satisfaction

 Find quickly similar incidents with  Proactively identify problem areas

solutions with very high hit rate. and initiate action items
 Extract the solution text and rate  Define combinations of categories,
them derived from text analysis, to identify
Support Processor Problem Manager
 Holistic search with the entire text root causes of major issues
description for related Knowledge Reduce time to Identify issue areas
articles and solutions in existing resolution and eliminate them
incidents

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ITSM Analysis with SAP HANA
Business cases

The high amount of incidents and 478,783 €

915,137 €
requests, make the management of ITSM 67,548 €
Get rid of easy
processes very complex and challenging. Increase intial
solution rate –
2nd Level Avoid Ping Pong
tickets tickets
Shift Left
SAP Process Mining powered by
CELONIS brings full transparency and
high efficiency to ITSM processes
Text Analysis powered by SAP HANA
allows to identify the issue area and take BUSINESS USER
1ST LVL / SERVICE
2ND LVL SUPPORT 3RD LVL SUPPORT RESOLVE TICKET
DESK
countermeasures:
 Find and eliminate bottlenecks in the ticketing
process
 Check for compliance and find out the 1.3 Mio. € 1.2 Mio. €
sources of unnecessary or avoidable tickets
Eliminate Reduce “Multi
 Loops, redirections, interruptions, delays and redundant tickets Hop tickets”
rework cost time, money and lower customer
satisfaction.

Bubbles show savings a customer made in ITSM by using Process Mining

Ticket volume: 1 Mio tickets p.a
Copyright by CELONIS

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Demo

ITSM innovations on SAP HANA

• Text Analysis
• SAP Process Mining by CELONIS

Public
SAP Fiori UX

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New User Interfaces in SAP Solution Manager 7.2
Providing the ultimate end user experience

SAP Solution Manager 7.2 will follow the SAP

Business Suite Strategy!
 SAP Fiori Launchpad will be piloted for role-based
access to all relevant applications and Work Centers,
with further steps based on customer feedback.
 SAP UI5 / Fiori will be provided for key business-
facing UIs and mobile applications.
 Vital SAP Solution Manager UIs will be revamped
incrementally using SAP UI5 / Fiori, based on
customers’ usage and demand.

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SAP Fiori role-based experience for top tasks

Today SAP Fiori UX

Functional-based applications Role-based applications
From: One transaction for multiple roles exposing all data & To: Decomposed apps for each role exposing only
functions to all users relevant data & functions

From: Multiple entry points for the user and inconsistent user To: One entry point for the user and UX following
experience (e.g. ERP vs. CRM) common design directions

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Message create link in the SAP Fiori user interface

Simple incident creation for end users

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Embedded Support

Use case
SAP Frontends integrate the user interface to create a support message (incident) which is processed in a connected SAP
Solution Manager The target system automatically provides context information for the processing of the support message.

Customers have option for embedded support if they are using

Solution Manager for ticket processing
Available in the following SAP Frontends
 SAP Gui ( with context)
 SAP Fiori( with context)
– Collects client context + last 30 log messages
– Collects server context + gateway logs
 SAP CRM WebClient
 SAP Netweaver Business Client
Automated determination of SAP Component (CSN) for
application causing issue

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ITSM Fiori App Roadmap

Processors
Service
Factsheet
ITSM  Service Details
Dashboard  Availability
 Status
 Relations
Incident Analytics
Problem Analytics
Incident Key Incident
Change Analytics User analysis
First Level DISPATCH to
 2nd Level  Related Problems / KA
(Key) User  SAP support  Related incidents
 3rd party  Root Cause

My incidents My approvals My IT services Knowledge Search

Display my incidents
Reply b  RFC Service product details  Public Knowledge Articles
Business Confirm  Service order Create Service order  Existing incidents (anonym)
New incidents  Service request My service orders  Any sources
(End) User

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Demo

SAP Fiori Launchpad

Embedded Support
My incident app

Public
SAP Solution Manager 7.2
Manage SAP Hybrid Cloud like On Premise today

Customer On-Premises Landscape  ITSM processes for on premise and private

cloud stay as usual
PI
– Incident Management for public cloud
SRM
ERP
solutions
– Incident message to SAP Support directly
Cloud Integration – Incident message to SAP Solution Manager
V
on premise
P
– Forwarding from SAP Solution Manager to
N
SAP Support via SAP components as usual
BW
CRM
ERP

Private Cloud Public Cloud

SAP Cloud

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SAP Solution Manager 7.2
Business Requirement Process will be part of the standard

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SAP Solution Manager is the #1 IT Service Management Tool in the
SAP ecosystem

Overall more than 2.000 SAP

customers use IT Service
Management on SAP Solution
Manager

Customers quotes @
http://service.sap.com/customerquotes

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Where to find more information?
Solution Manager Visit our IT Service
Demo System Management Wiki in
the SAP Community
Network
 www.sapsolution
 Presentations, Information,
managerdemo.com Demos around IT Service
 Try SAP Solution Manager Management and Change
without any risk Request Management
 Available in the cloud 24x7  Content is targeted and
tailored for Managers,
 Demo scripts available for End-Users and
many scenarios Administrators
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Service Offerings in
SAP Service Marketplace
 Expert Guided
Implementations for SAP
Solution Manager

Recorded Webinars
 Indiv. Services for
MaxAttention and Active
Embedded
Galileo Book available: IT Service Management
with SAP Solution Manager
Get an expert on-site from
SAP Consulting and
RunSAP Partners
 Pre-packaged Rapid
Deployment Solutions for
fix-price
 Add-on Packages tailored
for large scale usage
 Individual Workshops and
Configuration Support
Public 37
SAP TechEd Online
Continue your SAP TechEd education after the event!

 Access replays of keynotes, Demo Jam, SAP TechEd live interviews, select lecture sessions, and more!
 Hands-on replays

http://sapteched.com/online

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Further Information

Related SAP TechEd sessions:

ITM219 - Be prepared for ITSM and CHARM in SAP Solution Manager 7.2 (lecture)
ITM260 - IT Service Charging: Integrated ERP–SAP Solution Manager Process (Hands-on)
SAP Public Web
http://wiki.scn.sap.com/wiki/display/SAPITSM/ITSM+Wiki+-+IT+Service+Management+and+ChaRM+Wiki+Homepage

SAP Education and Certification Opportunities

Watch SAP TechEd Online

www.sapteched.com/online

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Thank you
Contact information:

David Birkenbach
SAP SE
Solution Management
David.birkenbach@sap.com

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© 2015 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop
or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future
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