Expert Guided Implementation ITSM Stand ard: Inc id ent & Prob lem Ma nagement Day 1 Marco Alday
72SP3
Expert Guid ed Imp lementa ti on Schedule ITSM Standard – Incident & Problem Management Day 1
Day 2
Day 3
Empowering lesson
Empowering lesson
Empowering lesson
Empowering lesson
Empowering lesson
SAP expert explains the planned ITSM scenario and shows fulfillment of prerequisites.
Expert shows step-by-step basic setup of IT Service Management.
Expert explains the Master Data Management & shows further customizing possibilities.
Experts shows step-by-step advanced configurationof IT Service Management.
SAP expert shows good practice for scenario and additional topics.
(Web session, 1-2 hours in the morning)
(Web session, 1-2 hours in the morning)
(Web session, 1-2 hours in the morning)
(Web session, 1-2 hours in the morning)
Day 4
Day 5 (Web session, 1-2 hours in the morning)
Execution by customer
Execution by customer
Execution by customer
Execution by customer
Execution by customer
Check if prerequisites for IT Service Management are f ulfilled and start preparation of ITSM.
Start with Customizing – Standard Configuration.
Define your Support Organization and the determination of Support Teams.
Start with advanced ITSM configuration.
Complete advanced ITSM configuration.
(Remote support in the afternoon)
(Remote support in the afternoon)
(Remote support in the afternoon)
Milestone
Final goal
ITSM Standard Scenario is ready to use.
Advanced ITSM Scenario is ready to use.
(Remote support in the afternoon)
(Remote support in the afternoon)
Goal of the day
Goal of the day
Goal of the day
Goal of the day
Goal of the day
Introduction into EGI and SAP Solution Manager ITSM with SAP Solution Manager 7.2 Complete Checks of Prerequisites Perform Prerequisites for ITSM Scenario
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Perform ITSM Standard Configuration Setup of Multilevel Categorization Creation of Template Users
Master Data Management Definition of Organizational Structure Sold-To Party Determination Support Team Determination ITSM Process Demo
Service Level Management Additional Configuration & Transaction Type Customizing E-Mail Notification
Configuration of Web User Interface Home Widgets Substitution SAP Collaboration Embedded Search
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Customer
Expert Guided Impl ementatio n Communication Rules
Welcome
Kindly follow below communication rules during the empowering session
Please use the status icon list
Please switch off mobile phones or locate them away from fixed phone lines
If you have to leave your desk due to other urgent tasks (‘Stepped away’)
Your are being muted during presentation Please avoid parallel work like emailing
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Basically we plan about 10 minutes Q&A after presenting
Please use the chat for questions
In case of urgent issues or questions, please do ask in between
Kindly state your name before speaking during Q&A
Everyone logged in ?
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Customer
Expert Guided Impl ementatio n EGI Virtual Classroom
Call Me function
Definition of ‘My Status’. Use ‘Raise Hand’ status if you encounter any technical issue or to state an important question.
If Call Me function is not working, try out the dial-in telephone number
My status is being shared with all participants. Reset by select ‘Clear...’
Chat can be used to state issues or questions to the presenter or to all participants, while being muted e.g. in case of connection quality issues.
File share section contains the actual training materials. Please mark & save to your PC before the session ends (separate window may be opened).
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Customer
Expert Guid ed Imp lementa ti on Additional Advices on Slides automatic activity
On the top right corner additional information are displayed concerning the actual slide/activity/topic
Activity can be performed automatically. Default parameters are set in this configuration step.
manual a ctivi ty Activity has to be performed manually. In most cases more than one activity has to be performed. Information has to be entered.
mandatory vs. optional Optional step which is not relevant for the basic ITSM scenario. Required according to your business needs.
Additional information/explanation is provided according to the current topic. © 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Expert Guid ed Imp lementa ti on Schedule “Training on the Job” at Its Best Training, practical experience, remote consulting
Day 1
Day 2
Day 3
Day 4
Day 5
Empowering, Web session, 1-2 hours each morning SAP expert explainsstep-by- step configuration using training materials
Execution, 2-3 hours on the same day Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Expertise on demand,
during execution
Participants have direct access t o an SAP expert who directly supports them remotely, if necessary, during the execution
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Customer
Phase s - Expert Guided I mpl ementa tion Chose
Plan
Define the goal you would like to reach and plan the necessary project steps.
Review the expert guided implementation calendar to identify your topics and fitting time slots to receive SAP expert support for your planned execution steps.
Prepare
Prepare the execution supported to your expert guided implementation. Fulfil the technical prerequisites and assign the right people with sufficient time to execution.
Execute Execute the defined activities in the planned time frame. During this phase, the SAP expert is available to answer questions and to provide the necessary knowledge to ensure smooth execution.
Each Expert Guided Implementation should be treated as a Project
The Project should have a clear outcome, a configured scenario or the ability to deliver a self service report by the end of this Expert Guided Implementation
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Follow up
Execute necessary follow up steps according to your project plan, like rollout of results from execution phase.
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Customer
Ready, Set & Go! Are you Ready?
Do you have the correct authorizations?
Do you have time allocated for this week?
Do you the prerequisites complete?
Are you Set?
…to participate in the empowering sessions each morning?
…to configure your own Solution Manager each afternoon?
…to provide feedback on your progress to the SAP Expert
Lets Go! Options if no t prepare d for to day
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Reschedule to the next EGI on the schedule
Execute preparation steps before attendance
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Customer
Necessary Prerequisites for Incident & Problem Management Setup Technical pr erequisites
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Installation of SAP Solution Manager 7.2
System preparation is performed
Infrastructure preparation is performed
Basic configuration is performed
Managed system configuration is performed
Implementation of the latest Master Correction Note version according to your Solution Manager 7.2 SP Stack
SAP Solution Manager has connection to SAP Network via RFC SAPOSS (OSS1 maintained)
S-User in SAP Marketplace with necessary authorization for message
processing For remote support a R/3 support connection and HTTP connection is required
Secure Area access to maintain logon information for Solution Manager System
Optional: installed TREX instance or HANA database for Embedded Search
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Customer
Feedback Help us to help you… For this Expert Guided Implementa tion we wil l collect the following feedback: Daily Feedback duri ng Expert Guided Implementation To measure your success each day following the morning empowering steps
To provide additional assistance if you’re facing issues To improve the quality, focus and pacing of th e Expert Guide d Implementation
Follow-up Fee dback after Expert Guided Implementation to check If Expert Guide d Implementation works for you
?
What could be improved? Does it provide additional Value?
Help us make your week a success and provide us feedback, it’s very important for us.
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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with your
Customer
Agenda Topics & Goals of all Sessions which will be presented during this EGI
Agenda Day 1
Overview
SAP Solution Manager
IT Service Management on SAP Solution Manager
Solution Manager Setup
Prerequisites
Step 1.1 – Check Prerequisites
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Step 1.2 – Configure Manual Prerequisites
Enable Business Functions for ITSM
Maintain SAP Customer Number
Step 1.3 – Configure Automatic Prerequisites
Create Hierarchy for Service Products
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
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Customer
Overview
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
SAP Solu tio n Mana ger in tegrates Agil e Lif ecycle Ma nageme nt & IT Servi ce Manageme nt p roc esses on a sing le platfor m Switch Framework
CRM 7 EHP3
Business Functions Incident& Service Level Management Service Portf olio & Catalog Mgmt.
SAP Solutio n Manager 7. 2
Problem& Knowledge Mgmt.
Customer Service Asset & Conf ig. Mgmt.
Incident & Service Level Management
Change & Release Management
Service Portf olio & Catalog Mgmt.
Service Request & Fulf illment
Problem& Knowledge Mgmt.
Customer Service Asset & Conf ig. Mgmt.
ITSM
Change & Release Management Service Request & Fulf illment
Solution Manager NetWeaver 7.4
BW 7.4
Key Value Chains
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP HANA or Classical DB
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Customer
SAP Solu ti on Manager 7. 2 in a N ut sh ell SAP Solu tio n Manager 7. 2 delivers 4 Key Value Scena rio s
Portfolio to Project
Requireme nt to Deploy
Detect to correct
Request to Fulfill
PortfolioManagement
Demand
Monitor
Service Catalogue
Design
ProjectManagement
Development
Incident
Test
Problem
Service Request
ValueChainView
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Deploy
Optimize
Service Fulfillment
Life-cycleView
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Customer
SAP Solu ti on Manager 7. 2 in a N ut sh ell Functional Areas
Portfolio to Project Project Management Requireme nt to Deploy Process Management Detect to Correct
Change Control Management
Test Suite Business Process Operations
Application Operations
Custom Code Management Landscape
Data Volume Management
Management IT Service Management
Request to Fulfill
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Customer
SAP Solu ti on Manager 7. 2 in a N ut sh ell Integration Model: Example for ‘Detect to Correct’ Test Cases
Request for Change Root Cause Analysis
Alert
Detect t o correct
Monitor
SAP AGS Active Global Support Backbone
Incident
Problem
Incident
Problem
Knowledge Article
SAP SM Service Marketplace
Business Proc. Operations
Optimize
Within f unctional area of ITSM
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Outside f unctional area of ITSM
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Customer
SAP Solu ti on Manager EGI Scenario Implementation Development
Test
Production
EGI Scenario Implementation Perform Test Cases
Option A
GoLive
Sandbox EGI Scenario Implementation
Option B
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Don‘t start with your implementation in your produc tion Solution Manager directly
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
ITIL on SAP Solut io n Manager Overview 1/3
Information Technology Infrastructure L ibrary The Information Technology Infrastructure Library (ITIL) is a set of books developed by the United Kingdom's Office Of Government Commerce (OGC). ITIL is now owned and distributed by AXELOS Limited. The books describe an integrated, process based, best practice framework for managing IT services. To date, these books are the only comprehensive, non-proprietary guidance for IT service management. BestPractices ITIL World
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Good Practices Customer‘s IT Organization
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Customer
ITIL on SAP S ol ut io n Manager Overview 2/3 Service Strategy
Service Transition Continual Service Improvement
Understands organizational objectives and customer needs.
Service Transition
Develops and improves capabilities for introducing new services into supported environments.
Service Strategy
Service Design
Turns the service strategy into a plan for delivering the business objectives.
Service Design
ITIL provides a holistic perspective on the full life cycle of services, covering the entire IT organization and all supporting components needed to deliver services to the customer.
Service Operation
Service Operation
Manages services in supported environments.
ITIL® Service Lifecycle (Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS) © 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
ITIL on SAP S ol ut io n Manager Overview 3/3 Service Strategy
Business Relationship Management
Financial Mgmt. for IT Services
Service Transition Continual Service Improvement
Service Portfolio Management Demand Management
Service Transition
Transition Planning & Support
Release & Deployment Mgmt.
Change Management
Change Evaluation
Service Validation & Testing
Service Asset & Configuration Management
Knowledge Management
Service Strategy
Service Design
Service Level Management
Service Catalogue Mgmt.
Information Security Mgmt.
Capacity Management Availability Management
IT Service Continuity Mgmt.
Supplier Management
Service Design
Each life cycle phase contains a set of best practice processes which can be used to implement a customer-specific IT Service Management.
Service Operation
Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
ITIL® Service Lifecycle (Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS) © 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
ITIL on SAP S ol ut io n Manager Supported ITIL Processes 1/2 Service Strategy
Business Relationship Management
Financial Mgmt. for IT Services
Service Transition Continual Service Improvement
Service Portfolio Management Demand Management
Service Transition
Service Level Management
Service Catalogue Mgmt.
Information Security Mgmt.
Capacity Management Availability Management
IT Service Continuity Mgmt.
Supplier Management
Transition Planning & Support
Release & Deployment Mgmt.
Change Management
Change Evaluation
Service Validation & Testing
Service Asset & Configuration Management
Knowledge Management
SAP Solution Manager is external verified to support processes in all ITIL Service lifecycle phases
Currently SAP Solution Manager is the only IT Management tool in the market that owns the ITIL v2011 edition certificate for all 15 proce sses that can be certified
Service Operation
Management of IT services according to ITIL is integrated in the scenarios of Build- and Run SAP like a factory
Service Operation
The core ITIL best practice processes are delivered out of the box in SAP Solution Manager
Service Strategy
Service Design
Service Design
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
ITIL® Service Lifecycle (Copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS) © 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
SAP Solu ti on Manager a s th e central IT IL pl atfor m Supported ITIL Processes 2/2 SAP ERP * Financial Management for IT Services
* .t m g M e r P u t A c S u tr s rfa n I IT
Core I T Service Management Incident Management Request Fulfillment Problem Management Service Asset & Configuration Mgmt. Service Catalog Management Availability Management Capacity Management
Knowledge Management Service Level Management Change Management Release & Deployment Management Service Portfolio Management Event Management IT Service Continuity Mgmt.
SAP Solut ion Manager * separate license required
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Incident & Prob lem Ma nageme nt Best Practice Process Incident Management Business User
Create Incident record
IT Support 1st Level
IT Support 2nd Level
Search solutions & Dispatch
Analysis
Problem Management
IT Experts
Handover to Problem Management
Create Problem record
Lock related Incidents
Create Notifications
Create Tasks
Deep issue investigation
Provide solution & Update Incident(s)
Handover to Change Management
Create Request for Change
Change Management
Create Knowledge Article
Knowledge Management Highlights Incident Management
Highlights Problem Management
Related searches based on Categorization
Combine multiple Incidents with same cause & lock related Incidents
Multiple inbound channels through ALM integration
Deep investigation of issues with Impact & Root Cause Analysis
Flexible UI enhancements
Forward Problem messages to SAP AGS
(Auto) Dispatch to Support Teams based on end user data, system data or categorization
Create Tasks, Knowledge Articles or Request for Changes as follow-up
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Incident & Prob lem Ma nageme nt Live Demo
Demo: Full ITSM Process
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Soluti on Manager Se tup General Information
The IT Service Management setup is performed within the SAP Solution Manager Configuration: SOLMAN_SETUP
Guided Procedure: Main steps
Help section & documentation for every step
Annotation capabilities
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Sub steps Manual & Automatic Activities
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Customer
Soluti on Manager Se tup Structure Scenario Solution Manager configuration scenarios Navigation Guided procedure with main steps and sub steps which include dedicated configuration activities Help Section Provides detailed information to each step, such as what needs to be done and
what will happen in the background Act iv it ies Lists all single activities for each step along with documentation, status information and execution link Lo g Shows detailed logs per activity © 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Soluti on Manager Se tup Configuration Activities
Execute Activ ities: • Switch to ‚Edit‘ mode • Automatic activities: Select activity and press button ‚Execute Selected‘ • Manual activities: Choose link in ‚Navig ation‘ column
Status
Updates Needed
Type
Comment
Execution Status
Documentation
A green status icon will be displayed, if an activity has been performed correctly.
After SP Upgrade necessary activities are marked.
Mandatory activities have to be performed.
Maintain important information such as performed steps.
The status of manual activities should be set manually for documentation purposes.
Display detailed activity information / explanation
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Customer
Soluti on Manager Se tup Global Personalization – SAP GUI
Within SOLMAN_SETUP click on button ‘Personalize ’ in the top-right corner
Enable ‘SAP GUI For Windows’ as application environment
Thus, the GUI of your system will look similar to the EGI training material
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Customer
Soluti on Manager S etup Mandatory Basis Side Activities for ITSM 1/2
System Preparation
Configures the infr astructure to r un SAP Solution Manage r Landscape Management (SLD Connections, LMDB Content), Java Connectivity, SAP BW, CA Introscope, E-Mail Communication, CRM Basics, Gateway Services
Configures the basic s cenarios in SAP Solutio n Manage r Basic Functions, Background Jobs, Solution Manager Content, Connection SAP to Solution Manager, Basic Dialog Users Needs to be performed after new installation and after an upgrade to perform delta configuration Overview screen informs you which configuration needs to be updated
Infrastructure Preparation
Basic Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Prepa res the sy stem for the configur ation Connections to SAP, Corrections, Technical Users Needs to be performed fully after a new installation After upgrades it is required to update dialog & system users as well as to assign the appropriate default roles and to implement the appropriate Central Correction SAP Note
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Customer
Soluti on Manager S etup Mandatory Basis Side Activities for ITSM 2/2
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Customer
Prerequisites Step 1.1 – Check Prerequisites
Prerequisites Check ITSM Gateway Services
Please double check the activation of Gateway Services for ITSM SAPUI5 Applications (Fiori) Start transaction SOLMAN_SETUP Mandatory Configuration Infrastructure Preparation ‘Enable Gateway Services
AI_CRM_GW_CREATE_INCIDENT_SRV
AI_CRM_GW_MYBUSI_REQUIRE_SRV
AI_CRM_GW_MYMESSAGE_SRV SERVICE_GDAPI
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check Solution Manager Central Correction Note
In this automatic activity, you can check if the newest version of the centra l correction note has been implemented in the system according to your SP stack.
This note has to be implemented during the System Preparation scenario.
mandatory
Please ensur e that the newest version is impl emented to guarantee proper wor king of y our IT Service M anageme nt.
Act iv ati on
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Scenario: Step: Acti vi ty:
System Preparation Apply Recent Corrections Essential ABAP Corrections
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check Piece List Activation
The Piece List contains the default configuration for the IT Service Management.
mandatory
Business Roles for UI Configurations ITSM processes …
In this automatic activity, you can check if the Piece List has been activated successfully.
Act iv ati on
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Scenario: Step: Acti vi ty:
Basic Configuration Configure Basic Functions Activate Piece Lists
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check Connection to SAP Backbone
mandatory
In this automatic step, you can check if the RFC destinations SAP-OSS & SAP-OSS-LIST-O01 are working correctly.
SAP-OSS Send a message to SAP SAP-OSS-LIST-O01 Synchronize message with SAP AGS
Act iv ati on
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Scenario: Step: Acti vi ty:
System Preparation Set Up Connections to SAP RFC Connectivity
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check LMDB Configuration
The Landscape Management Database LMDB synchronizes with the System Landscape Directory SLD to collect the following information from the system landscape:
mandatory
SAP Software Catalog (CR content) CIM Model Technical system landscape descriptions
In this automatic activity, you can check whether the full content synchronization between SLD and LMDB is finished.
Act iv ati on
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Scenario: Step: Acti vi ty:
Infrastructure Preparation Set Up Landscape Management Related Activities
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check Background Jobs
mandatory
In this automatic activity, you can check if the following jobs are running:
REFRESH_ADMIN_DATA_FROM_SUPPORT SM:GET CSN COMPONENTS SM:L ONG FILE EXT DOWNLOAD
Act iv ati on
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Scenario: Step: Acti vi ty:
Basic Configuration Schedule Jobs Activate related Jobs
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check Service Activation
In this automatic activity, you can check if the relevant SICF Servic es for Web Dynpro & BSP applications have been activated:
mandatory
WEB DYNPRO ABAP SM_BASIC_SETTINGS* SM_CRM_UI SM_DTM SM_MONITORING SM_CROSS_SCENARIO SM_JOB_SCHEDULING SM_BPO_DASHBOARD SM_SDA SM_IMPLEMENTATION
The services are required for all scenarios in SAP Solution Manager
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Act iv ati on
Scenario: Step: Acti vi ty:
Basic Configuration Configure Basic Functions Activate Services
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Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check and Correct Number Range Intervals
In this automatic activity, you can check if number range intervals exist for the number range objects that are needed for:
CRM_INCDNT:
CRM_SERVIC: CRM_PROBLM: CRM_KA:
mandatory
Incidents, Service Requests, Operations Tasks Service Orders Problems Knowledge Articles
If no number range interval exists for one of these objects, the system automatically creates a default number range interval '01‘ from number = 8000000000 to number = 8999999999.
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50
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
51
Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check IBase Component and IObject Creation
In this automatic activity, you can check if required infrastructure components for SAP Customer Relationship Management (CRM) that are used by the mandatory scenarios in SAP Solution Manager are configured
With transaction IB53 you check the availability of IBase objects for SAP Systems. SAP Syste ms
mandatory
IBase Text
CRM ERP CI CI
CI
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Object Act iv ati on
Scenario: Step: Acti vi ty:
Infrastructure Preparation Configure CRM Basics Activities without green status
52
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
53
Customer
Step 1.1 – Check Prerequis ites
automatic activity
Check SAP Connect Configuration
mandatory
In this automatic activity, you can check whether the infrastructure is set up for enabling SAP Solution Manager to send notifications using emai l and text messaging .
Act iv ati on
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Scenario: Step: Acti vi ty:
Infrastructure Preparation Set up E-Mail Communication Configure SAP Connect
54
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
55
Customer
Step 1.2 – Config ure Ma nual Prere qui sit es Enable Business Functions for ITSM 1/2
In this activity, you can enable Switches which contain additional ITSM-specific functionalities
Following Switches should be activated: CRM_IC_CEBP IC & communication-enabled Business Processes, Checklists CRM_ITSM Process Enhancements (search filter, result list, etc.) CRM_ITSM_ALERTS Email Notification Framework CRM_ITSM_COM Content & Text Management Usability of Rule Modeler CRM_RMD:
CRM_SHSVC: UI_FRW_1: UI_FRW_1_DOCU:
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
.
Checklists / HTML Mail Forms CRM UI Enhancements CRM UI Enhancements
56
Customer
Step 1.2 – Config ure Ma nual Prere qui sit es
manual a ctivi ty
Enable Business Functions for ITSM 2/2
mandatory
Execution Activities 1. Press ‘Start Transaction’ 2. Press ‘Continue’ in Security Information popup
1 3
3. Search for the Switches by pressing ‘STRG + F’ 4. Check the documentation 5. Mark checkbox ‘Planned Status’ for every Switch 6. Press ‘Activate Changes’
2
7. Confirm activation © 2017 SAP SE or an SAP affiliate company. All rights reserved.
57
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
58
Customer
Step 1.2 – Config ure Ma nual Prere qui sit es
manual a ctivi ty
Maintain SAP Customer Number
mandatory
This step is responsible for maintaining your SAP custo mer number(s) . You can either download your customer number or enter it manually.
Execution Activities 1. Press ‘Start Transaction’ 2. Create a new entry for your individual customer number
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
59
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
60
Customer
Step 1.3 – Config ure Automatic Prere quisi tes
automatic activity
Create Hierarchy for Service Products 1/3
mandatory
In this automatic activity, you define the basic hierarchy for the product type ‘Service’ with assignment of related set types and attributes. Furthermore, the standard Service Product ‘INVESTIGATION’ is created which is required for default SLA time calculation.
Execution Activities 1. Select the activity 2. Press ‚Execute Selected‘ 3. Check the log information
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
61
Customer
Step 1.3 – Config ure Automatic Prere quisi tes
manual a ctivi ty
Create Hierarchy for Service Products 2/3
optional
Check the creation of the hierarch y for Service Product s 1. Enter transaction: COMM_HIERARCHY 2. Start search by pressing ‘Start’
3
3. Click ‘SRVC_HIER’ 4. Drill down & select ‘SRCV_PROD’ 5. Check related ‘SetTypes’
1
4
2
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
62
Customer
Step 1.3 – Config ure Automatic Prere quisi tes
manual a ctivi ty
Create Hierarchy for Service Products 3/3
optional
Check the crea tion o f Service Produc t ‘INVESTIGATION’ 1. Enter transaction: COMMPR01 2. Start search by pressing ‘Start’
1
3. Click ‘INVESTIGATION’ 4. Check Category ID
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
2
3
63
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
64
Customer
Step 1.3 – Config ure Automatic Prere quisi tes
automatic activity
Background Job for Communication with SAP 1/4
In this automatic activity, you are scheduling the periodic job for synchronization of messages SAP Active Global Support Backbone and your IT Service Management.
The following background job is scheduled: REFRESH MESSAGE STATUS
mandatory
between
Sche dule Job with varia nt just in your productive environment. Check SAP Note 151 6780 concernin g r eport parameters. Execution Activities 1. Select the activity 2. Press ‚Execute Selected‘ 3. Check the log information
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65
Customer
Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 2/4
Assignment block ‘SAP Collaboration’ within an Incident or Problem record provides the possibility to request support from SAP Active Global Support Backbone instead of using SAP Service Marketplace
Start Guided Procedure
Component for testing purposes
Required technical system information filled by the defined Configuration Item (Details assignment block)
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
66
Customer
Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 3/4
Start the Guided Procedure for message forwarding Provided solutions, SAP Notes & attachments are directly enriched within Incident & Problem records
Guided Procedure
Validation check has to be successful
Required issue description for SAP (also available in Text assignment block
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67
Customer
Step 1.3 – Config ure Automatic Prere quisi tes Background Job for Communication with SAP 4/4
The status of your record switches after sending to ‘Sent to SAP’ The records switches to status ‘In Process’ in case that SAP AGS provided an answer Message information at side of SAP AGS are provided directly in the assignment block ‘SAP Collaboration’
Trigger manual update immediately independent from the background job
Message information at side of SAP
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
68
Customer
Agenda Day 1
Overview
SAP Solution Manager
Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager
Maintain SAP Customer Number
Solution Manager Setup
Step 1.2 – Configure Manual Prerequisites
Step 1.3 – Configure Automatic Prerequisites
Prerequisites
Create Hierarchy for Service Products
Step 1.1 – Check Prerequisites
Background Job for Communication with SAP
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
69
Customer
Step 1.3 – Config ure Automatic Prere quisi tes
automatic activity
Create Messages Customizing (BCOS_CUST) 1/2
optional
In this automatic activity, you are executing the configuration to create messages out of the SAP Solution Manager system itself using the SAP GUI menu Help: Help Create Suppor t Message
The table BC OS_CUST has also to be maintained in order to b e able to send a message to the SAP Solut ion Manager Se rvice Desk via t he Help Fe edback fun ctio nality i n a Managed S ystem.
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
70
Customer
Step 1.3 – Config ure Automatic Prere quisi tes Create Messages Customizing (BCOS_CUST) 2/2
Solution Manager menu: ‘Help
or double-click SAP Logo
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Create Support Message’
71
Customer
Expert Guided Impl ementatio n How to get help
How to get help
Customer
[email protected]
SAP Expert
During the execution part you have direct access to the Expert via telephone number to solve questions quickly. Please ensure that the remote connections are open and that we can logon to your system. © 2017 SAP SE or an SAP affiliate company. All rights reserved.
72
Customer
Thank yo u
Appendix Settings for IE / Chrome / Firefox Background Job for Communication with SAP
Setti ngs for IE / Chro me / Fir efox
Deactivate Pop-up Blo cker
Internet options privacy
Al lo w Sc ri pt in g
Internet options security custom level
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
75
Customer
Background Job for Commun ication w ith S AP
manual a ctivi ty
REFRESH MESSAGE STATUS 1/3
optional
Create a va riant fo r a specifi c Customer Number
Call report AI_CRM_IM_UPDATE_FROM_SAP
Maintain parameter concerning your business needs
Click ‘Save’ to enter an variant name
Mark ‘Only for Background Processing’
Save new variant
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76
Customer
Background Job for Commun ication w ith S AP
manual a ctivi ty
REFRESH MESSAGE STATUS 2/3
optional
Sche dule Background Job
Press ‘Start Transaction’
Enter job name ‘REFRESH MESSAGE STATUS‘
Click ‘Step’
Enter ABAP program ‘AI_CRM_IM_UPDATE_FROM_SAP‘ with created variant
Save your settings
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
77
Customer
Background Job for Commun ication w ith S AP
manual a ctivi ty
REFRESH MESSAGE STATUS 3/3
optional
Sche dule Background Job
Define start condition - Immediate start - Periodic job - Hourly
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
78
Customer
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80
Customer