Itsm Analytics Guide 721

User Guide

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Document Version: 1.0 – 2015-11-09

SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2

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SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Typographic Conventions

Document History

Version

Date

Change

1.0

2015-11-09

Final

SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Document History


3

Contents

1

General Information................................................................................................................................. 5

2 2.1 2.2 2.3 2.4

Prerequisites ............................................................................................................................................6 SAP Solution Manager Installation ........................................................................................................................ 6 BW Source Strategy for SAP Solution Manager ................................................................................................... 6 User/Authorizations ............................................................................................................................................... 8 SOLMAN_SETUP Basic Configuration ................................................................................................................ 10 2.4.1 Step 3.1 Confirm SAP BW..................................................................................................................... 10 2.4.2 Step 3.2 Maintain Users ....................................................................................................................... 12 2.4.3 Step 3.3 Enable SAP BW ...................................................................................................................... 12 SOLMAN_SETUP ITSM/Change Control Management Configuration ............................................................. 13 2.5.1 Check Prerequisites.............................................................................................................................. 13 2.5.2 Configure BW Reporting....................................................................................................................... 14 2.5.3 Define Extraction Settings.................................................................................................................... 15 2.5.4 Choose Transaction Type for Reporting ............................................................................................. 16

2.5

3 3.1 3.2 3.3

ITSM and Change Control Management Analytics .............................................................................. 18 Configuration ......................................................................................................................................................... 18 Customer-Specific Fields...................................................................................................................................... 18 Usage ...................................................................................................................................................................... 18 3.3.1 Analytics Tools ...................................................................................................................................... 19 3.3.2 View Tiles ............................................................................................................................................... 22 3.3.3 Define a Global Filter (Filter on Calendar Week) ................................................................................ 25 3.3.4 Customizing Your ITSM BI Reports.....................................................................................................26

4

Known Issues and Limitations...............................................................................................................33

5 5.1

Further Information .............................................................................................................................. 34 Documentation ......................................................................................................................................................34 5.1.1 ITSM Wiki in SAP Community Network ..............................................................................................34 5.1.2 Security Guide .......................................................................................................................................34 5.1.3 SAP Notes ..............................................................................................................................................34

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SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Contents

1

General Information

IT Service Management and Change Control Management provide dashboard based analytic tools, with which employees can therefore answer different questions depending on their role. ITSM and Change Control Management Analytics are based on the Business Warehouse reporting infrastructure and Dashboard Builder. With SAP Solution Manager 7.2, no separate SAP BW system is required for reporting. The SAP NetWeaver stack that comes with SAP CRM can run reports on the same machine. The descriptions in this document are based on a SP01 system.

SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 General Information


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2

Prerequisites

Note The steps described in this chapter 2 should already be finished before the SAP Solution Manager ITSM and Change Control Management Analytics configuration is started.

2.1

SAP Solution Manager Installation

SAP Solution Manager system release 7.2 has been installed. For the installation guide, see SAP Service Marketplace at http://service.sap.com/instguides → SAP Components → SAP Solution Manager → in section 2 Installation.

2.2

BW Source Strategy for SAP Solution Manager

The BW can be located in the system landscape in various ways. It has to be clarified upfront which BW strategy should be realized. SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios. See also sub-chapter Business Warehouse (BW) Strategy in the SAP Solution Manager 7.2 Master Guide: SAP Service Marketplace at http://service.sap.com/instguides → SAP Components → SAP Solution Manager →
Option A – Same Client BW setup in the SAP Solution Manager system - in the same client as the Solution Manager scenarios. This option makes configuration simpler, and isolates the BW activities for solution life cycle management from the data on a production BW instance. SAP recommends that you use this option.

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SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Prerequisites

Example

Figure 1 SAP Solution Manager client 200 is scenario client and the BW client ·

Option B – Different BW Client: BW setup in the SAP Solution Manager system - in a separate client as the Solution Manager scenarios. This option provides increased security, as user access is more restricted. However, you must maintain users separately, and this increases your administration effort. There is no technical benefit.

Example

Figure 2 SAP Solution Manager client 200 is scenario client and SAP Solution Manager client 300 is BW client ·

Option C – Separate BW System: BW setup in a separate dedicated BW system. This is only needed in rare cases, for sizing purposes.



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Example

Figure 3 SAP Solution Manager client 200 is scenario client, Business Intelligence is separate BW system

Caution If you plan to use a separate BW system, it must have the same BW content version (software component BI_CONT) as SAP Solution Manager. You cannot upgrade the BW content without restrictions. SAP does not recommend SAP Solution Manager data in a separate BW system which is also already used for other purposes.

2.3

User/Authorizations

The basic configuration of SAP ITSM analytics on SAP Solution Manager is done via the SAP Solution Manager Configuration SOLMAN_SETUP. For this configuration the administration user SOLMAN_ADMIN can be used. User SOLMAN_SETUP is created automatically under Related Links → Administration → Configuration User Management of transaction SOLMAN_SETUP.

Figure 4 Configuration User Management Additionally following system users are needed.

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Extractor Framework technical user SM_EFWK is created in Scenarios Mandatory Configuration → System Preparation → Step 5 Maintain Technical Users.

Figure 5 Maintain Technical Users BW technical users SM_BW_ACT,SMD_BI_RFC and SM_BW_ are created in Scenarios Mandatory Configuration → Infrastructure Preparation → Step 3.2 Maintain Users.

Figure 6 Maintain Users Besides the admin user and technical users, there are also tools for automatically creating business end users of ITSM & Charm Analysis Dashboard. For ITSM, end users are created in IT Service Management → Step 2.4 Create Template users. User IM_DIS_ has display authorization of ITSM Analysis Dashboard, while user IM_ADM_ has editing authorization of ITSM Analysis Dashboard.

Figure 7 Create Template Users For Charm, end users are created in Change Control Management → Change Request Management → Step 5.1 Create Template users. User CH_OPRT_ has display authorization of ITSM Analysis Dashboard, while user CH_ADM_ has editing authorization of ITSM Analysis Dashboard.

Figure 8 Create Template Users



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2.4

SOLMAN_SETUP Basic Configuration

The steps of scenario Basic Configuration of transaction SOLMAN_SETUP have to be executed. Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.

Note For more information about the SAP Solution Manager Basic Configuration, see the SAP Community Network Wiki.

2.4.1

Step 3.1 Confirm SAP BW

You have to set up the BW client strategy. See chapter 2.2.

Recommendation SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios (Option A).

Figure 9 Confirm SAP BW ·

For Option A - Same Client choose the Use Standard SAP Solution Manager BW Environment radiobutton.

Figure 10 Selection for Option A

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·

For Option B – Different BW Client choose the Use SAP BW in Separate System or Separate SAP Solution Manager Client radiobutton, then choose the SAP BW in Separate SAP Solutioon Manager Client radiobutton and enter 300 as ABAP Client.

Figure 11 Selection for Option B ·

For Option C – Separate BW System choose the SAP BW Is in Separate System radiobutton, then enter 700 as ABAP Client and 01 as ABAP System Number.

Figure 12 Selection for Option C



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2.4.2

Step 3.2 Maintain Users

In this step, additional users for the BW have to be created and maintained.

Figure 13 Maintain Users

2.4.3

Step 3.3 Enable SAP BW

In this step several activities can be performed automatically.

Figure 14 Enable SAP BW

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2.5

SOLMAN_SETUP ITSM/Change Control Management Configuration

In transaction SOLMAN_SETUP you can find the following configuration scenarios: ·

Mandatory Configuration → Infrastructure Preparation prepares the general BW usage with SAP Solution Manager

·

ITSM specifics are configured in the IT Service scenario

·

Change Control Management specifics are configured in the Change Control Management scenario

Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.

2.5.1

Check Prerequisites

Before you start with the configuration of ITSM you have to make sure that the prerequisites already have been fulfilled. Step 1 Check Prerequisites fulfills this purpose and provides an automatic check. Especially check Check BW System Configuration is relevant for the BW usage.

Figure 15 Check Prerequisites For Change Control Management



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Figure 16 Check BW System Configuration

2.5.2

Configure BW Reporting

In the ITSM & Change Control Management setup provide a guided configuration for the user to activate BI content, set parameters for extraction, initial BI data and select transaction types to be included in reporting. In the guided procedure, the following steps are defined: ·

Define Extraction Settings In this step, BI content can be activated by clicking one pushbutton and parameters for extraction can be set. Data initialization can also be done here.

·

Choose Transaction Type for Reporting In this step, user can specify which transaction types are included in the report.

ITSM and Change Control Management Analytics also allow users to enable customer fields in reporting. Details are introduced in SAP Note 2176675. Configuration and setup for incidents and problems are located in IT Service Management while change management is in Change Control Management → Change Request Management. There are two steps as shown in the picture below.

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Figure 17 Configure BW Reporting

2.5.3

Define Extraction Settings

This step includes two parts: ·

BI settings

·

Extraction settings

In BI settings, the user can activate BI content by choosing the Activate BI Content pushbutton. A progress status will be provided with a progress bar. Last activation time is shown and the activation log can be open easily so that user can know status of BI content activation to avoid miss activate or duplicated. In Extractions settings, user can set extraction parameters: Extraction Interval, Package Size, BW Time Zone, Extraction From date and Snapshot Pattern. The user can also do data initialization.



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Figure 18 Define Extraction Settings

2.5.4

Choose Transaction Type for Reporting

In this step, the user can specify which transaction types are included in the report.

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Figure 19 Choosing the Transaction Type



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3

ITSM and Change Control Management Analytics

3.1

Configuration

If all prerequisites above are fulfilled, the ITSM and Change Control Management BW Reporting already has been configured and is ready to be used.

3.2

Customer-Specific Fields

You can maintain customerspecific fields in the CRM using the Application Enhancement Tool or Easy Enhancement Workbench, and the customer fields maintained can also be available for reporting. For this purpose enhancement spot AI_CRM_IM_ENH_BW_EXTRACT can be used. The following generic fields are available in BW: ·

10 fields of data type CHARACTER

(length: 60)

·

10 fields of data type DATE

(length: 8)

·

10 fields of data type NUMERIC

(length: 15)

·

10 fields of data type BPARTNER

(length: 32)

These fields can be found in the MultiProvider 0SPRMP01 dimension ‘Customer Fields’, and the customer fields are thus available in the reports based on this MultiProvider. You may also customize the field descriptions in this MultiProvider according to the business meaning. For more information about the standard settings (filters, single or multiple uses), see the Enhancement Spot Elements Definitions tab in the BAdI Builder (transaction SE18). BAdI method MAP_FIELDS maps the customerspecific fields to the generic fields. Please also refer to SAP Note 2176675.

3.3

Usage

In the ITSM & Change Control Management Analytics tool, the transactions of Incidents, Problems, Request of Changes, and Change Documents can be reported, based on Tiles, Associated KPIs, Drilldown Views and the Detailed Interactive Queries. The Analytics tool is powered by the Dashboard Builder. The underlying data are extracted from the Solution Manager system regularly at specified intervals (refer to setup configuration).

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SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 ITSM and Change Control Management Analytics

3.3.1

Analytics Tools

The ITSM and Change Control Management Analytics tools are listed below. Each one is a dashboard built using the Dashboard Builder. ·

IT Service Management Analytics, including: o Incidents, with tiles: o Created o Closed o Backlog o Duration o Problems, with tiles: o Created o Closed o Backlog o Duration

·

Change Control Management Analytics, including: o Requests for Change, with tiles: o Created o Closed o Ratio o Backlog o Duration o Implementation effort o Change Documents, with tiles: o Created o Closed o Ratio o Backlog o Duration o Implementation effort

You can define a global filter for the dashboards. You can define the Global Filter for all elements such as tiles, associated KPIs and dropdown lists in a specific dashboard according to various criteria. The Global Filter does not affect the pop-up for detailed query views. For more information, see chapter 3.3.3. The ITSM and Change Control Management Analytics within SAP Solution Manager can be accessed via the Launchpad (transaction SOLMAN_WORKCENTER). In IT Service Management select IT Service Management Analytics, and in Change Control Management select Change Control Management Analytics.



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Figure 20 The IT Service Management Analytics Tile

Figure 21 The Change Control Management Anylytics Tile To access the dashboard, click IT Service Management Analytics.

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Figure 22 IT Service Management Analytics To access the dashboard, click Change Control Management Analytics.

Figure 23 Change Control



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3.3.2

View Tiles

You will find more detailed information in each tile in ITSM and Change Control Management Analytics. You may click the desired tile to access all the data. The components in a tile are the following: ·

KPI value of the tile

·

Associated KPIs

·

Dropdown Lists

·

Detailed Query View

Example As an example the Created Tile for Incidents in IT Service Management Analytics will be described below to illustrate the information contained in a tile: Click Created under Incidents.

Figure 24 Click Created In the detailed section of the tile, the number of incidents and other drilldown options will be displayed. The first line of this page shows the KPI value.

Figure 25 KPI Value of Created Incidents

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Priority Very High is one associated KPI.

Figure 26 Incident Priority You can select multiple filter options in the dropdown list:

Figure 27 Filter Selection



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After selecting a filter option in the dropdown list, you can display different charts by choosing one of the pushbuttons on the toolbar.

Figure 28 Chart Display Options Choose the View Query Detail pushbutton to view detailed queries:

Figure 29 The View Query Detail Pushbutton A detailed page of the query will be displayed on a separated browser window or tab. On the detailed page, you can run interactive online reports by adding or removing drilldowns, drillthroughs and filters.

Figure 30 More Options of the Navegation Panel

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3.3.3

Define a Global Filter (Filter on Calendar Week)

In ITSM & Change Control Management Analytics dashboards, a global filter is provided to define a set of filters to all elements (tiles, associated KPIs and drilldown views) in one dashboard. By default, the Global Filter is a filter based on the calendar week. All elements in the analytics dashboards will be restricted by the criteria defined for the Global Filter, except the detailed query views. The Global Filter does not affect the pop-up windows with the detailed query views. To define a Global Filter, proceed as follows: 1.

Navigate to IT Service Management Analytics for example

2.

Click Filter.

Figure 31 The Filter Pushbutton 3.

Click on the current calendar week that appears.

Figure 32 Calendar Week with Time Range



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4. Define the filter operator. The time range can be calculated by clicking on the desired weeks.

Figure 33 Selection the Filter Operator and Weeks 5.

Cklick Apply.

3.3.4

Customizing Your ITSM BI Reports

With the SAP Fiori Launchpad, the user can customize ITSM BI reports using the Dashboard Builder according to the customers' needs. To cccess Dashboard Builder and do customization proceed as follows: 1.

Use transaction SM_WORKCENTER to open the launchpad.

2.

In the SAP Solution Manager: Configuration group click the Configuration – Analytics and Dashboards tile.

3.

If you cannot find this tile on the SAP Fiori Launchpad, please follow the steps below to access it. 1.

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Click Edit at the lower right corner.



Figure 34 Personalizingof the Launchpad 2.

Choose the group where you want to add the Configuration - Analytics and Dashboards tile.

3.

Click the Plus Icon.

4. Click Add Tile to Group. 5.

Select the SAP Soplution Manager: Configuration group or another group where you want to display the tile.

6. Click OK.

Figure 35 Personalization of the Launchpad 4. Copy the SAP delivered Dashboard as follows: 1.

Select the Configuration - Analytics and Dashboards tile.



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2.

In the left column under IT Service Management click IT Service Management Analytics.

3.

Click Copy Dashboard.

Figure 36 Copy Dashboard Button

5.

4.

Enter a target dashboard name.

5.

Click OK.

To rename the KPI Group Name, proceed as follows: 1.

Click the wheel icon next to Incidents.

Figure 37 Changing the KPI Group Name

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2.

Enter a new name.

3.

Click Save.



Figure 38 Changing the KPI Group Name 4. Repeat this step to change the subitems accordingly. You can change the following items: o General Information: -

Name

-

Subhead

-

Description

-

Visualization

-

Size

-

Unit

-

Data Source Type

-

Data Source Name

-

Detail Page Template

o Available Characteristic and Key Figures -

Available Fields

-

Rows

-

Columns

-

Filters

Multiple visualization templates are available in the Dashboard Builder. The KPI can be displayed in different ways, for example a line chart, a number-based visualization,a bar chart, a pie chart etc. The size of a tile can also be customized. Multiple sorts of data sources are supported by the Dashboard Builder including BW Query, Function Module and Business Process Analytics. On the right-side panel, filters can be defined based on the query. All the available characteristics in the source query can be found in the Available Fields table. They can be added into the Rows or the Columns. The filter can be defined based on the available fields and key figures.



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Example

Figure 39 Changing the KPI

Figure 40 Changing the KPI 5.

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Change the associated KPI by clicking the KPI, for example Incidents as follows: 1.

Click the wheel icon next to the associated KPI, for example Priority Very High.

2.

Make your settings.

3.

Click Save.



Figure 41Changing the Associated KPI



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6. Add a drilldown view and associated KPI as follows: 1.

Click the plus icon

2.

Make your settings.

3.

Click Save.

Figure 42 Changing the Associated KPI

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4

·

Known Issues and Limitations

The drilldown view stacked column charts will truncate data when there are more than 30 types of values in one column.

SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Known Issues and Limitations


33

5

Further Information

5.1

Documentation

5.1.1

ITSM Wiki in SAP Community Network

For more information about SAP IT Service Management in SAP Solution Manager, there is a Wiki containing all kinds of useful information and expert knowledge.

5.1.2

Security Guide

For more information about the BW authorization roles, see the SAP Solution Manager 7.2 Security Guide at http://service.sap.com/instguides → SAP Components -→ SAP Solution Manager -> Release 7.2 -→ .

5.1.3

SAP Notes

SAP Note Number

Description

1421507

Incident Management Reporting Central Note

1567003

FAQ: ST710 Incident Management Frequently Asked Questions

1570399

Solution Manager BI reporting

2176675

Solution Manager 7.2 ITSM Customer Field Reporting Enablement

34


SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Further Information

www.sap.com/contactsap

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Itsm Analytics Guide 721

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