IT Service Management Features & Functions

SAP ITSM on SAP Solution Manager 7.1 Features & Functions ALM Solution Management May 2012

reporting SAP Backend auto complete ITIL Framework Interaction Center Web UI preconfiguration attachments change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up transactions call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP issues Problem Management NonSAP SAP Frontend duration Service Desk

notes support organization partner ecosystem business partner

Content:

–ITSM cross Features –Incident & Problem Features –Service Request Management –Knowledge Article –Service Level Management –Change Management –Analytics

© 2012 SAP AG. All rights reserved.

2



ITSM cross – Features

IT Service Management Business Role SOLMANPRO with SAP Solution Manager specific enhancements

The Business Role „ SOLMANPRO“ is designed to process professionally incidents, problems, requests for changes and change documents. The role includes functional enhancements and deep integration in ALM processes of SAP Solution Manager.

It runs integrated in the existing SAP ITSM functionalities, so typical SAP CRM or SAP ITSM functionalities can further be used .


4

IT Service Management Text Management

Better overview about text log history Use text templates (personnel or system templates) Maintain own text templates(personnel or system templates) Use filter to focus on specific text types Activate /Deactivate the display of the system context Increase / Decrease the text area Activate / Deactivate the Rich text formatting


5

IT Service Management Durations The system can automatically calculate the duration of a Incident. Per default, two duration types are delivered: Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“ Total duration: Calculates the total time it took to complete the transaction You can display durations in the Dates assignment block as well as in the Service Level Agreement assignment block.


6

IT Service Management Follow-Up Transactions and Scheduled Actions You can configure the system so that you can create all sorts of transactions as follow-up of a Incident, for example a Request for Change:

You can schedule and execute actions in the Incident:


7

IT Service Management Related Transactions In the Related Transactions assignment block, the system automatically updates links to transactions which are related to the Incident processing, e.g. the Interaction Record, a service contract, or a knowledge article which was created as follow-up of the Incident you can manually add any further transactions which are relevant for the Incident to refer to them


8

IT Service Management Display Object Relationships If object relationships exist for an object entered on the Incident‘s header, you can display the relationships from the Incident.


9

IT Service Management Processing Log The processing log provides a consolidated audit trail of changes made to a transaction Various log types are available for selection One type can be defaulted for viewing Changes to fields can be logged selectively


10

IT Service Management Time Recording

Time Recording enables fast and easy entry of time spent working on a incident or problem: Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc. Typically the user only needs to enter the actual duration and start time If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmation item per entered time record


11

IT Service Management Attachments

The Attachment Assignment Block offers to upload any document from your hard disk or to link to existing documents in the content of the Knowledge Database Any changes on attachments are saved in versions. It is possible to check in /check out documents of the attachment AB. A where used list shows all related documents where the attachment is linked to.


12

Worklist View on Messages based on Organizational assignments Belonging to - me All documents in which the User is assigned as „Processor“ or „Reporter“ Belonging to - my group All documents in which the „Processor“ belongs to the same organization team as the user. Belonging to - my Team All documents in which the „Processor“ belongs to the same organization team as the user plus documents in which the user is the current „Processor“ Belonging to - my company All documents which has the same customer (Sold-to-party) as the user is related to. Belonging to - my responsibility Group All documents which have a „Support team“ assigned and the user is defined as Head of this organization level. Assigned to - me All documents in which the user is assigned as current „Processor“ Assigned to - My Groups All documents which are assigned to a „Support team“ which also the user belongs to Assigned to – „Team XYZ" All documents which are assigned to exactly this team. The use must also be assigned to this organization to choose this specific team. © 2012 SAP AG. All rights reserved.

13

Usefull Home Widgets Favorites Save any ticket as your personal or as an community favorite

My Sharebox Share Tags, Favorites, Saved Searches or Saved reports with colleagues

Tags Define own tags and build your own tag cloud

My Saved Searches Define a set of filter criteria for your search and save it for a quick access

My open Tasks Receive tasks from changes, service requests or individual tasks . Start processing them immediately . Workflow based! © 2012 SAP AG. All rights reserved.

14

Mail Form Design one or several eMail forms based on HTML Use any parameter from the ITSM tickets Insert graphics and logos Mail notifications are triggered via actions and conditions. Choose the right mail form based rule engine. (This mail form substitutes SMARTFORMS)


15

Positive Call Closure Survey In conjunction with ITSM processes , it is possible to define online questionnaires. After the requestor confirmed his ticket a link to the online survey is automatically send via eMail . Results are stored in a survey table or directly in SAP BW for further analysis.


16



Incident & Problem– Features

IT Service Management on SAP Solution Manager ITSM Roles and predefined UIs 1st Level Support Telephony Integration / E-Mail / Chat /

IT Service Desk* “IC_AGENT InteractionCenter Agent ”

ITSM Professional “SOLMANPRO - Solution Manager ITSM ”

Enhanced with authorization roles Phone Call

E-Mail

ITSM 1st Level Support Incident Pre-Clarification, Search, Dispatching

Incidents

Incident & Problem Management Root Cause Analysis, Knowledge Management,

Administration Change Management + Change Management

+ Masterdata, Service Operations (Categorization, Rules, etc.)

Analytics + ITSM Dashboards, ITSM BW Reportings

“SOLMANDSPTCH - Solution Manager ITSM Dispatch ”

Self Service Portal “SOLMANREQU Solution Manager ITSM End User ”

Service Requests

*SAP CRM Pricelist component © 2012 SAP AG. All rights reserved.

18

IT Service Management on SAP Solution Manager Collaboration Portal for Business Users Web Self Service UI – End Users can manage their incidents and requests

Highlights: Display own incidents, and service requests Guided procedure to create incident or service requests. Include guidance documentation for end users

Create and view your incidents in one single UI

Interact with IT help desk Enable search for known solutions Set own data (my objects, password, contact data, ..)


19

End Users create incidents


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

20

1st Level / Dispatcher UI SOLMANDSPTCH

Worklist with tickets in status new or unassigned


21

IT Service Management on SAP Solution Manager Processing UI for First Level Users Dispatcher UI: First Level UI for a quick message creation on behalf of Business Users

Highlights: Quick access in Tab view Fast closing E-Mail Inbox Dispatching Assignment Block New message from template • Creation based on templates. • Quick confirm • Rule based Dispatching


Create Incidents for Business Users

T-screen with quick access to relevant information

22

IT Service Management on SAP Solution Manager Manage E-Mail Both Inbound and Outbound Dispatcher Inbox: for e-mails and undispatched incidents & service requests

Highlights: Receive e-mails from end users Transfer e-mails into incidents or service requests

Search for new emails to evaluate and dispatch

Rejection of e-mails possible Solutions will be provided via e-mail automatically Replies from end user will be attached to the existing IT document


23

IT Service Management Problem Overview A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually. Nearly all functions as described for the Incident also apply to the problem. Not included in the problem are: • Unlock • Find Related Problem • Process Flow of Service Request In addition to incident functions, the problem offers: • Related Incidents assignment block to bundle incidents • Pricing, shipping and billing assignment blocks


24

IT Service Management SLA Determination and Date Calculation Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and sold-to parties. In the Incident, the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like “To Do By“ can be automatically calculated based on the service and response profile information.


25

IT Service Management Escalation When the due date of an incident, problem, or request for change is exceeded it can be escalated by a background action. Escalation level is increased Escalation date is set

Due < Current?

The transaction can be escalated in two levels. Escalations can be lowered by a manual action in the transaction. Escalation level is reduced Escalation date is deleted


26

IT Service Management Solution Categorization Solution categories are used to classify problems, for example, as known error or problem caused by change. The solution categorization can be set after a final solution has been found. It has mainly reporting benefits to analyze the efficiency of the Problem Management.


27

IT Service Management Functions Based on Multilevel Categorization (1) The incident / problem can be categorized on multiple levels with several categorization blocks.

To “auto complete“ a Incident, the processor needs to select a categorization and the system can then find and copy a template which was assigned to this categorization Problems with the same categorization as entered in the Incident can be proposed by the system when choosing “Find Related Problems“ Knowledge articles with the same categorization as entered in the Incident can be proposed by the system when choosing “Find Knowledge Articles“


28

IT Service Management Example: Find Knowledge Articles (2)

‘Find Knowledge Articles’ finds knowledge articles which have the same categorization on header level as a incident, problem, or request for change. © 2012 SAP AG. All rights reserved.

29

IT Service Management Dispatch Dispatching allows to assign a incident / problem to another employee or service team based on flexibly definable rules, for example if a help-desk agent cannot solve an issue remotely and wants to dispatch the incident to the 2nd level support. Rules for dispatching are set up in the Rule Modeler.


30

IT Service Management Knowledge Article Integration To help process the Incident, the processor can search for knowledge articles in the Incident: Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help Find knowledge articles (from the “More“ button on header level): Proposes knowledge articles which have the same categorization as the Incident Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema


31

IT Service Management Auto Suggest Knowledge Article Alert in Interaction Center To automatically inform agents about knowledge articles matching the service transaction‘s categorization, an alert can be set up:

From the alert, the agent can: access the list of proposed knowledge articles review the knowledge articles details send the knowledge articles via e-mail


32

IT Service Management Business Process assignment

In the Assignment Block „Projects“ it is possible to assign any process / process step based on the Solution documentation (in transaction solar01). Multiple assignments are possible. If an incident was reported out of the Business Blueprint, the process assignment is automatically done. You can e.g. display all incidents based on Business process search


33

ALM Assignment Block

Centralized view on the creation source of the incident ticket. Overview information and link to a detailed view Sources could be: o Test Management o Business Processes o BP Monitoring Alert o Technical Monitoring Alert o Service Issue o 3rd party interface, etc… © 2012 SAP AG. All rights reserved.

34

IT Service Management SAP Collaboration (1)

The Assignment Block „Sap Collaboration“ is used to create SAAp support messages. It guides the user through several steps where at the end the incident / problem will create a corresponding message in SAP Support Backbone. All the further communication with SAP can be done here Before sending a message to SAP we recommend to search in the SAP xSearch, which is search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc.


35


It is also possible to open a service connection to SAP and maintain login data, so SAP support employees can remote login and make an analysis. The guided procedure collects again all relevant data, that you want to send to SAP Support In case the priority is high or very high it would also be necessary to maintain Business consequences. © 2012 SAP AG. All rights reserved.

36


With a prerequisite check, it will be avoided that messages would not be created, because of e.g. a mismatch with the assigned S-user and installation number. In the final step you get an overview about all data that would be send to SAP. In the AB you also would confirm the SAP message and fill in the Positive Call Closure. © 2012 SAP AG. All rights reserved.

37

IT Service Management SAP Notes

In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP message will be displayed. It is also possible to add manually SAP notes or to start the SAP Notes search on SAP Service Marketplace.


38

IT Service Management Test defect Management

Find detailed information about the the related test case if the incident was created out of SAP Solution Manager Test Management in case of an test defect. Use the Incident Management search to find all incidents related to an Testplan.


39

IT Service Management Business Process Monitoring Alerts

The Assignment Block shows the relevant Project or Solution and the process in which the Business Process Monitoring has detected an alert. Those alerts can automatically trigger to create an incident message. In this AB it is possible to identify which Business process is affected and if you show the alert you will get further details of the monitoring alert.


40

IT Service Management 3rd party interface

If the 3rd party Web Service interface is activated to connect SAP Solution Manager to another Help Desk system, in this Assignment Block the synchronization per incident would be managed. It is possible to be connected with multiple 3rd party systems You can trigger manual actions, such as synchronize, send message, etc. here


41

IT Service Management Individual actions

There are individual actions that are preconfigured in SAP Solution Manager . Most of them are bundled with conditions and are therefore processed in background. The actions that can be triggered manually could be performed in the Assignment Block „Scheduled actions“ Alternatively the actions that start a method could also be triggered in the Menu bar. Customers can use the actions to realize individual steps in the support process


Dispatch to different team Z_Action1 Z_Action2

42

IT Service Management SLA Alerts & Escalation

Definition of Service times Definition of IRT and MPT times based on priorities Maintain SLA relevant Status Automatic Recalculation of IRT/ MPT in case of Status- or Priority changes Percentage of left over time of reaction and processing time Definition of percentage level which is setting an additional escalation status Escalation triggers notification to an Business Partner (to specified which?).


43

IT Service Management Incident Management Work Center (1)*

*still available in 7.1 , but no further innovations

Shows the message which were created in SAP Solution Manager 7.0 Service Desk Opens ITSM Professional Role


Shows the incidents /problems which were created in SAP Solution Manager 7.1 Incident Management

44

IT Service Management Incident Management Work Center (2)*

*still available in 7.1 , but no further innovations

Opens the Professional Role to process the incident

Add the current incident to an individual watch list

Quick view on messages


45



Service Request Management

Service Request Management „A service request is defined as : A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted” Creating a new service request is embedded in Web Self Service UI Easy consumption Guided procedure Use of template and predefined categories

Individual data input tab can be defined for each service request TOP 5 service request can be defined as Quick Buttons Integration with CRM Billing and Service catalogues possible Service requests have similar functionalities as the incident


47

IT Service Management on SAP Solution Manager Service Request Processing Service Request Management Offer predefined IT services to the end user and enable service fulfillment with checklists Highlights: Guided Service Request in Self Service UI TOP Service Requests Flexible UI configuration of individual Service Request forms Task Checklist and approval procedure for Service fulfillment


Push buttons for easy creation of service requests

48

End User requests predefined service Top 5 Service Request

Possibility to select other existing service request templates


Per Service Request one predefined assignment block can be defined 49

Service Request Fulfillment Post processing of Service Request

With checklists all individual tasks (“steps“) required to fulfill a service request can be defined and processed: Sequential and parallel processing visualized by graphical process flow Determination of checklist and checklist processors via rules SAP Workflow integration to inform step processors Work instructions, action processing, long text available in step details Checklist specific search criteria in search pages and IC inbox Available for service requests / incidents, problems, requests for change, service orders



50

Checklist (2)



51



Knowledge Article

Knowledge Article Knowledge Article overview Knowledge Article in SAP ITSM on SAP Solution Manager :

Allows you to create, represent, and distribute knowledge within your organization. Is based on one order capabilities & can be integrated with 1 order objects Capabilities: •

Can be used with service processes in the interaction center (IC) and SAP Solution Manager Professional ITSM

•

Faster access to specific information via categorization and full text search

•

Easy integration to other CRM based objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more

•

Multilingual and multiple text authoring

•

Attachment capability and special authorization scopes

•

Open interfaces for import and export from and to existing knowledge bases

•

Automatic update/creation of knowledge base index when a knowledge article is saved

Knowledge Article is a single source of different types of information


53

Knowledge Article Knowledge Article – UI


54

Knowledge Article Knowledge Article: Multilingual Allows you to create knowledge articles in multiple languages thereby achieving “Globalization through Localization”

And there is more….. © 2012 SAP AG. All rights reserved.

55

Knowledge Article E-Mailing of Knowledge Article in the Interaction Center Multiple knowledge articles can be attached as PDF documents and e-mailed to the customer (in Interaction Center)


56

Knowledge Article Authorization Scope Authorization Scope acts as an indicator to classify the knowledge articles by the audience they are intended for


57

Knowledge Article Template Provision of knowledge article templates with pre-filled details, allows one to create knowledge articles from it, without wasting time on filling the same details over again


58



Service Level Management

Service Level Management Service Level Agreements Service Level Agreements are used in SLA determination to assign the correct service profile and response profile to service transactions such as Incidents, requests for change, and service orders.

Service Level Agreements are defined with: Service Profile: It defines the time frames when the services specified in the service contract must be executed. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level and the response times. Response Profile: It defines the periods within which the processing of the service in the service process item should have started, and by when the processing should have been completed. The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the contract.


60

Service Level Management Service Profile and Response Profile in Transactions A service profile and response profile can be assigned to a number of transactions, such as service request / incident, problem, request for change, and service order They can be determined from objects to which they have been assigned, like contract, product, Ibase, object, service or sales organization, or a specific business partner


61

Service Level Management Service Levels Assignment Block The Service Levels assignment block is available in the following objects and can be used in SLA determination to assign the correct service profile and response profile to service transactions: Business partners (sold-to party) Product items and products Objects IBases, IBase components, and IBase text components Sales and service organizational units Service contract


62

Service Level Management Definition of Service and Response Profiles The response profiles and service profiles must be defined so that they can be assigned to the master data.


63



Change Management

New Features in Change Request Management New User Interface State of the art, modern user interface leveraging Web 2.0 paradigms Based on CRM Web Client UI Framework Simple information and navigation architecture to facilitate finding, reviewing and editing of information Broad personalization capabilities across all software areas to let the user decide how he works best



65

New Features in Change Request Management Support for Templates Template support for Requests for Change Create templates for reoccurring changes Use templates to create new requests for change

Template

Multiple Requests for Change 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


66

New Features in Change Request Management Support for multiple change documents New Request for Change supports multiple change documents Definition of scope for a request for change scope is done via scope assignment block All kinds of change documents can be combined without restriction Scope assignment block gives instant overview about all change documents and their status Add Scope Item

Define Change Category & IBase



67

New Features in Change Request Management Approval Procedures Support for easy customizable approval procedure Process flow for request for change approval - easy customizable Approval procedure determination via rules framework Integration to SAP Workflow: Approvers can be informed via workflow item



68

New Features in Change Request Management Transport & Task Overview Enhanced transparency for transport requests List of all related transports and tasks of a change document Detailed information about status, owner and much more Central access to transport relevant functions

Direct access to transport logs

Overview about all related tasks

Display details about transport of copies

Information about critical transport objects or conflicts



69

New Features in Change Request Management Enhanced Logging Information Increased transparency between backend and change document New Assignment Block „Application Log“ Overview about executed backend & task list actions Detailed information about each action (Parameters, Messages) easily accessable



70

New Features in Change Request Management System Landscape & Track Overview Get instant overview about system landscape and project track New Assignment Block „Landscape“ for change documents and project transactions Overview about all systems of current track, including system type and relevant flag Direct logon possibilities to all systems 1) Initial display mode Only current relevant system is display

2) Extended display mode All systems of landscape and track are displayed



71

New Features in Change Request Management Better ALM Integration Integration to Test Management Assign testpackages and testplans to change request and change documents

Test Workbench

Access testpackages directly via change requests and change documents

Change Request / Document Integration to Quality Gate Management Use Change Request Management in combination with Quality Gate Management Define quality gates with QGM Quality Gate Management

Change Request Management

Approve & control your changes with Change Request Management



72

New Features in Change Request Management Enhanced Cross System Object Lock (CSOL) “Expert Mode” for Cross System Object Lock Customizing settings can be done in normal and expert mode Expert mode provides functionalities to allow individual configuration of CSOL settings Additional locking option „cross project“ and mode„warning only“ introduced



73

New Features in Change Request Management Enhanced Retrofit functionality Better object support with Retrofit in Change Request Management Automatic Import for Objects of Transport Request into the Retrofit System (Support of 100% of transportable objects!) Automatic Categorization of Objects (Auto Import, Retrofit and Manual) Set status also on Object Level, not only on transport request level Possibility to perform retrofit on object level

Implementation Projects

Detection of technical sequence dependencies Detection of same objects to be retrofitted in which order

TST

DEV

Advanced Control of Retrofit Sequence Maintenance Projects in Cycles

Additional Features Enhanced Logging of Messages Access to TMS Alert Viewer

Con

QAS

PRD

Access to BC-Sets Comparison of compatible objects before retrofitting Various Customizing Possibilities Implementation of Customer Specific Requirements via Standard SAP BADIs 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


74

New Features in Change Request Management Support for non-system related changes General Change* A general change document can be created during all phases of a project. The change document “General Change” is totally independent of a project and can even be used without a project. General change documents provide a abstract status scheme for the implementation of those kind of changes.

*) For SAP Enterprise Support and PSLE

Use Case: The general change document supports the documentation of all non-system related changes (e.g. printers or other IT-assets) or other legacy systems changes

Change Request Management

Service Desk

SAP Solution Manager Feedback

Service Desk Employee

Service Desk Message

Change Request

IT Staff

General Change

Requester

Change Manager

IT Assets



75



Analytics

ITSM Analytics in SAP Solution Manager Based on SAP BusinessObjects Dashboards technology Dashboard Reporting

+ SAP Solution Manager BW

Predefined Dashboard Apps Easy compilation of own dashboards, based on dashboard apps

Business Warehouse Reporting

ITSM & Cross ALM KPIs Based on historical data (OLAP) Predefined Web Templates Easily extensible by customer Predefined ITSM KPIs

OLTP* Reporting

Operational reports Individual creation of reports via wizard Sharing of reports

ITSM on SAP Solution Manager

Based on Search functionalities Online Monitoring

Easy access via „Saved searches“ Graphical display Post-processing via spreadsheet export

* Online transaction processing © 2012 SAP AG. All rights reserved.

This document contains intended strategies, developments and/or functionality and is not intended to be binding upon SAP to any particular course of business, product strategy and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.

77

IT Service Management Monitor Powerful Search Multiple search criteria that can be combined completely free Save search settings for later reuse and direct acccess Graphical representation of search results as Pie Charts or Bar Charts


78

IT Service Management Interactive Reporting for IT Service Management CRM interactive reporting is a wizard-based tool for quick creation of CRM-interactive real-time reports – for IT Analytics Professionals. Reports can be created for different reporting areas, like incidents, problems and requests for change. Highlights for Monitoring about Incidents Number and Percentage of incidents within and outside of requested end date Number and percentage of open Incidents Number of escalated Incidents Reaction time adherence rate Closure rate Average work and total duration


79

IT Service Management Interactive Reporting - Capabilities Interactive Reporting is a class of programs that facilitates and manages transaction oriented application, typically for data entry and retrieval transaction processing. Interactive reporting feature generates the report directly from the data from Transaction Oriented Application. User can create the reports and can share It with different users. With Solution Manager 7.1, no separate SAP BI system is required for reporting. Instead, the SAP Net Weaver stack that comes with SAP CRM itself can be used in order to run Interactive reports on the same machine

End users use an intuitive user interface to analyze their data

Users can easily create and share reports Easy to use creation / editing wizard with report preview

Leading edge user interface leveraging Adobe Flex Drill down/through Navigate to Overview pages Export to MS Excel Reports show real-time data

Deployment of reports to individual employees or organizations Support of tables and graphical charts (Column Chart, Line Chart, Pie Chart, Bar Chart, Stacked Column Chart)

Report Areas IT Service Management Incidents Problem Request for Change © 2012 SAP AG. All rights reserved.

80

IT Service Management Real Time IT Service Analytics with Interactive Reporting Analysis Report Areas

Target Roles

Incident Problem Request for Change

SOLMANPRO

Business Questions How many requests are waiting for processing? What is the closure rate? How long is the average time for processing a request? How well are service level agreements adhered to?

Key Metrics Number and Percentage of requests within and outside of requested end date Number and percentage of open requests Number of escalated requests Reaction time adherence rate Closure rate ….

Dimensions Transaction ID Status Priority, urgency, impact Subject Reason Installed Base (component) Employee Responsible, Responsible Service Org. Posting date

...

IT Service Management Creating Interactive Reports – Access and Step 1 Create: Interactive Report. The report area defines what should be monitored. In this example the incidents should be reported. There are other report areas like service tickets or service orders.


82

IT Service Management Creating Interactive Reports – Step 2: Select Fields The step 2 is to answer the question “Which information about the incidents should be monitored?”. The selected fields and key figures will be displayed in the report.


83

IT Service Management Executing queries of Interactive Reports The queries can be integrated in a business role and are then available by choosing IT Dashboards and Reports in the navigation bar. Three blocks (Incidents, Requests for Change, Problems) of queries will be shown and can be executed by clicking on the relevant link.


84

Preconfigured SAP ITSM BW Web Templates 60

Incident Management Average Processing time Time recording Analysis

50

Average Processing time

30 20

Total Duration

10

Workload Total amount by…

0

New incidents

80 70 60 50 40 30 20 10 0

Working Duration Very High

Source Analysis SLA Analysis Status iteration analysis

High

Medium

18

18

20

New change requests

15

Status iteration analysis Top 5 Changed Objects

14 10

Time recording Analysis Workload Total amount by… New problems Status iteration analysis

10 5 0

Total Working Effort Average Working Effort

6

Size of Changes

ITSM Cross Total ITSM tickets by priority Average Processing time Time recording Analysis

5 4 IRT

3

MPT

2

Workload Total amount by… New ITSM tickets

1

7,00 6,00 5,00 4,00 3,00 2,00 1,00 0,00

Normal Change Urgent Change Defect Correction

Top 5 Most Changed Technical Objects 16 14 12

Object D

10

Object C

8

Object B

6 Object A 4 T009T

2 0 Project Project Project Project Project A B C D F

0 01.2011


Time recording Analysis Workload Total amount by…

Low

Problem Management Average Processing time

Change Size

Change Management

40

02.2011

03.2012

03.2012

85

ITSM Analytics BI Reporting functionalities Predefined KPIs based on BI technology Dashboard Apps for Incident, Problem & Change Request Management


86

© 2012 SAP AG. 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 AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the United States and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries. Oracle and Java are registered trademarks of Oracle and its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc. INTERMEC is a registered trademark of Intermec Technologies Corporation. Wi-Fi is a registered trademark of Wi-Fi Alliance. Bluetooth is a registered trademark of Bluetooth SIG Inc. Motorola is a registered trademark of Motorola Trademark Holdings LLC. Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.

Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

IOS is a registered trademark of Cisco Systems Inc.

The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.

RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited.


87

© 2012 SAP AG. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden.

Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik und Android sind Marken oder eingetragene Marken von Google Inc.

Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten.

INTERMEC ist eine eingetragene Marke der Intermec Technologies Corporation.

Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix und Smarter Planet sind Marken oder eingetragene Marken der IBM Corporation. Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern. Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken von Adobe Systems Incorporated in den USA und/oder anderen Ländern. Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer Tochtergesellschaften. UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group.

Wi-Fi ist eine eingetragene Marke der Wi-Fi Alliance. Bluetooth ist eine eingetragene Marke von Bluetooth SIG Inc. Motorola ist eine eingetragene Marke von Motorola Trademark Holdings, LLC. Computop ist eine eingetragene Marke der Computop Wirtschaftsinformatik GmbH. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA und weitere im Text erwähnte SAP-Produkte und Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern. Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius und andere im Text erwähnte Business-Objects-Produkte und Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Business Objects Software Ltd. Business Objects ist ein Unternehmen der SAP AG.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc.

Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Text erwähnte SybaseProdukte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen der SAP AG.

HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Crossgate, m@gic EDDY, B2B 360°, B2B 360° Services sind eingetragene Marken der Crossgate AG in Deutschland und anderen Ländern. Crossgate ist ein Unternehmen der SAP AG.

Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri und Xcode sind Marken oder eingetragene Marken der Apple Inc.

Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen.

IOS ist eine eingetragene Marke von Cisco Systems Inc. RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook und BlackBerry App World sind Marken oder eingetragene Marken von Research in Motion Limited.


Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mit ausdrücklicher schriftlicher Genehmigung durch SAP AG gestattet.

88

The Grid

Headline area White space

Drawing area


89

IT Service Management Features & Functions

Recommend Documents