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SAP Solution Manager’s Change
Request Management
Functionality
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges and Solutions
Applying Advanced Topologies (Best Practices)
Wrap-up
SAP AG 2007, 3
E2E Change Deployment – Typical Questions
Is there ONE
place to
manage the
software
logistics ?
Did we record
automatically
application
changes ?
How to change
ABAP & Java
components
synchronous ?
Did we import
all changes
successfully ?
How to manage
heterogenous
development
environments
?
SAP AG 2007, 4
SAP E2E Standards for Solution Operation Cover All
Operations Processes
Available Information:
White Papers
Detailed technical description
Training
Certifications
Example: Process standards “Change Request Management”
and “Change Control Management”
Champs PMO Application
Mgmt
Technical
Operations
Monitor
Change
Request
Business
Change *
Implement
Change
Test
Change
Deploy
Change
Sign-Off
Change
* Business Changes = Request Adaptation or
Request Project
SAP AG 2007, 5
Story Line: Change Request Management
Effective application management is key for companies to stay
ahead of the competition
SAP’s scope of application management includes all types of
application changes:
Business process changes, implementation and upgrade projects
Periodic maintenance
Emergency corrections
Change Request Management strengthens the strategy of
SAP Solution Manager as SAP’s standard application
management platform which:
Ensures reliability
Reduces total cost of ownership and increases total solution value
Bridges the gap between business requirements and IT
administration
Helps meet audit/Sarbanes-Oxley (SOX) compliance requirements
SAP AG 2007, 6
SAP Solution Manager
The Three Tiers of Change Request Management
Management of all change requests
Change request categorization
Change documentation
Approval workflow
Status reporting
Complete change history
Change Admin
Customizing and development (Realization)
Test execution
Seamless integration into TMS
Transport scheduling
Transport tracking
Change LogisticsProject Management
Project planning and budgeting
Project documentation
Customizing and development (Specifications)
Test management
SAP AG 2007, 7
Change Request Management – Roles in a Nutshell
… categorizes, approves and monitors Change Requests.
… is the Steering Committee in the Change Management process.
… implements a change and hands over to the Tester.
… tests a change, sets status in the Change Document.
… takes care of software logistics.
… creates an Service Message or a Change Request directly.
Developer
Requestor
Tester
Change
Manager
IT Operator
Service Desk
Employee
Change
Advisory
Board
… handles the Service Message and creates a Change Request.
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges
Applying Advanced Topologies (Best Practices)
Planned Outlook and Wrap-up
SAP AG 2007, 9
Release Management with Change Request Management
Release Management refers to packaging and coordinating changes into
releases for deployment
SAP Solution Manager projects can be extended by adding project
cycles, which control project phases
Project phases determine whether transport requests can be or cannot
be created, released, or imported
Project phases are visible in the blueprint and configuration
transactions
cProjects can be used to extend project management capabilities and to
manage multiple phase-specific projects
SAP AG 2007, 10
Solution Manager Can Manage Parallel Implementation and
Maintenance Projects
Development Test Production
…
Implementation Project Market Campaign
Implementation Reorg Finance
Maintenance Project Finance and Customer Relation
… Maintenance Cycles
… Urgent Corrections
SAP Solution Manager – Change Request Management
SAP AG 2007, 11
General Project Administration
General project administration functions:
Create projects
Change projects
Display projects
Delete projects
Transport projects
Access project templates
Transaction
SOLAR_PROJECT_ADMIN
SAP AG 2007, 12
SAP Solution Manager Projects and Project Cycles
SAP Solution Manager Project
Project CycleDevelopment phase
(without or with release) Test phaseGo-live
phaseEmergency
correction phase
cProject
SAP AG 2007, 13
Project Cycle
SAP AG 2007, 14
Using Cycle Task List General Functions
Cycle Task List
Source Systems
Target Systems
General Tasks
Track1 of Project
.
.
.
.
.
.Production Systems
.
.
.
Single Systems...
Post-Processing Systems
General Final Tasks
Track2 of Project
Task lists allow scheduling and
monitoring batch processing:
Daily imports
Parallel imports into multiple systems (ECC,
CRM, BW, …)
Monitor task logs
Insert additional tasks
Add notes and documents
Send mail
Change layout
Print task list
SAP AG 2007, 15
Task Lists
Central navigation to and
monitoring of the relevant systems
and functionality
SAP AG 2007, 16
SAP Solution Manager
Change Request Management – Cycle Management
Cycle
Transaction Change
Manager
DEV
QAS
PRD
Controlled transports
Controlled transports
Project Cycle
Cycle
Task
List
SAP AG 2007, 17
Phase Shift in Change Request Management
SAP AG 2007, 18
Project buffer Project buffer
Consistent Regular Corrections in a Project Cycle
DEV QAS PRD
Legend:
Regular CorrectionsTest Transports
(Transport of Copies)
SAP AG 2007, 19
Project
created in
cProjects
SAP Solution
Manager
project
SAP Solution Manager
Project
cycle
transaction
cProjects
Project
cycle
task list
Release Management with Change Request Management
IMG
project
IMG
project
...
Physical
(development)
systems
CTS
project
CTS
project
CTS
project
Logical systems
(clients)
CTS
project
CTS
project
CTS
project
...
...
Transport
Request
SAP AG 2007, 20
Advantages of Release Deliveries and Parallel Projects
Advantages of Release Deliveries: Common regression testing for several projects at once
Changes in production only at certain points in times
No crossreference dependencies with other projects
Higher stability in production
Advantages of Parallel Projects: No wait times for release deliveries
Individual project duration of each project is possible
Faster realization by individual timing of each project
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges and Solutions
Applying Advanced Topologies (Best Practices)
Wrap-up
SAP AG 2007, 22
Sample Change Transaction with Audit Trail in Change Request
Management
John Doe
John Doe
SAP AG 2007, 23
Change Document Text, Audit Trail – Part 1
SAP AG 2007, 24
Change Document Text, Audit Trail – Part 2
SAP AG 2007, 25
Change Document Text, Audit Trail – Part 3
SAP AG 2007, 26
Harmonizing Maintenance Activities
Urgent
Corrections
(independent of Maintenance Cycle)
Regular
Corrections
Maintenance CycleDevelopment
(without or with release) Test Go-LiveEmergency
Correction
cProject
Test
messages
(during integration test)
SAP Solution Manager Project (Maintenance Project)
Maintenance Cycle
Harmonization Harmonization Harmonization
SAP AG 2007, 27
Harmonizing Maintenance Activities
SAP Solution Manager Project (Maintenance Project)
Urgent
Corrections
(independent of Maintenance Cycle)
Regular
Corrections
Harmonization Harmonization Harmonization
cProject
Test
messages
(during integration test)
Harmonization
Maintenance Cycle
Harmonization Harmonization
Development(with or
without release) Test Go-LiveEmergency
Correction
SAP AG 2007, 28
Harmonizing Maintenance Activities
SAP Solution Manager Project (Maintenance Project)
Urgent
Corrections
(independent of MC)
Regular
Corrections
cProject
Test
messages
(during integration test)
Maintenance Cycle
Development
(without or with release) Test Go-LiveEmergency
Correction
Harmonization Harmonization Harmonization
SAP AG 2007, 29
SAP Solution Manager
Change Request Management – Regular Correction
Change
Request
Service
Message
Developer
Requester
Tester
Change
Manager
DEV
IT Operator
QAS
PRD
Controlled transports
Controlled transports
Service
Desk
Employee
Change
Document
Feedback
Maintenance Cycle
SAP AG 2007, 30
Import buffer Import buffer
Consistent Regular Corrections in a Project Cycle
DEV QAS PRD
Legend:
Regular CorrectionsTest Transports
(Transport of Copies)
SAP AG 2007, 31
Harmonizing Maintenance Activities
SAP Solution Manager Project (Maintenance Project)
Urgent
Corrections
(independent of MC)
Regular
Corrections
cProject
Test
messages
(during integration test)
Maintenance CycleDevelopment
(without or with release) Test Go-LiveEmergency
Correction
SAP AG 2007, 32
SAP Solution Manager
Change Request Management – Urgent Correction
Change
Request
Service
Message
Developer
Requester
Tester
Change
Manager
DEV
IT Operator
QAS
PRD
Controlled transports
Controlled transports
Service
Desk
Employee
Change
Document Task
List
Feedback
Maintenance Cycle
SAP AG 2007, 33
Transport buffer Transport buffer
Consistency of Urgent Corrections and Maintenance
Activities
DEV QAS PRD
Legend:
Maintenance ActivitiesUrgent Correction
Consolidated Transport
Urgent corrections are propagated into other
systems at the end of phases in the
maintenance cycle, together with the normal
corrections by the transport method import
project all.
Urgent corrections are transported
individually, and thus have no
dependency on other corrections.
Urgent corrections are
imported by the import
subset transport method,
and stay in the transport
buffer after import.
SAP AG 2007, 34
Differences Between Urgent and Normal Corrections
SAP AG 2007, 35
Harmonizing Maintenance Activities
SAP Solution Manager Project (Maintenance Project)
Urgent
Corrections
(independent of MC)
Regular
Corrections
cProject
Test
messages
(during integration test)
Maintenance CycleDevelopment
(without or with release) Test Go-LiveEmergency
Correction
Harmonization Harmonization Harmonization
SAP AG 2007, 36
SAP Solution Manager
Change Request Management – Test Message
Cycle
TransactionDeveloper
Tester
Change
Manager
DEV
QAS
PRD
Controlled transports
Controlled transports
Test
Message Cycle
Tasklist
Project Phases
SAP AG 2007, 37
Normal
Corrections
Harmonizing Project Activities
SAP Solution Manager Project (All Projects)
Administration Message
Harmonization
Project Cycle
Harmonization Harmonization
Development
without releaseDevelopment
with release
Go-LiveTest
cProject
Test
messages
(during integration test)
SAP AG 2007, 38
SAP Solution Manager
Change Request Management – Administration Message
Change
Request
Service
Message Requester
Change
Manager
DEV
IT Operator
QAS
PRD
Service
Desk
Employee
Admin
MessageCycle
Tasklist
Feedback
Project Phases
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges and Solutions
Applying Advanced Topologies (Best Practices)
Wrap-up
SAP AG 2007, 40
Typical Questions to Be Answered by ChaRM Reporting
Which change requests are in process/completed?
By status, type, next steps, maintenance window
How long do change requests take to be completed?
Per organization, user, type, step
Which transports belong to which change request and vice versa?
What is the current transport status (in which system)?
How many incidents triggered a change request?
Per organization, SAP component
How many change requests were rejected?
Per organization, user, type, by whom and why
How many corrections were withdrawn?
Per organization, user, type, by whom and why
SAP AG 2007, 41
Change Request Management Reporting: Access I
Three points of access: Transaction DSWP (solution-specific reporting)
Transaction SOLAR_EVAL (cross-solution reporting)
Transaction /TMWFLOW/REPORTING (cross-solution reporting)
SAP AG 2007, 42
Change Request Management Reporting: Access II
Transaction DSWP (solution-specific reporting)
Choose Execute.
SAP AG 2007, 43
Change Request Management Reporting: Access III
Transaction SOLAR_EVAL (cross-solution reporting)
Solution -> Change Management
SAP AG 2007, 44
Change Request Management Reporting: Access IV
Transaction /TMWFLOW/REPORTING (cross-solution reporting)
Final selection
screen
displayed from
all three points
of access
SAP AG 2007, 45
Change Request Management Reporting: Results Example
Results of previous queryHeader, project, task list, and transport data about the selected transaction is displayed
SAP AG 2007, 46
Change Tracking in SAP Solution Manager
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges and Solutions
Applying Advanced Topologies (Best Practices)
Wrap-up
SAP AG 2007, 48
SAP Solution Manager
Transport Management Transition Approach 1
Cycle
Transaction
DEV
QAS
PRD
Controlled transports
Controlled transports
IT Operator
Project Cycle
Cycle
Task
List
SAP AG 2007, 49
SAP Solution Manager
Transition Extension: Change Document
Developer
Tester
DEV
IT Operator
QAS
PRD
Controlled transports
Controlled transports
Change
Document Task
List
Project Cycle
SAP AG 2007, 50
SAP Solution Manager
Transition Extension: Approval Process
Change
Request
Requester
Change
Manager
DEV
QAS
PRD
Change
Document Task
List
Project Cycle
Developer
Tester
IT Operator
Controlled transports
Controlled transports
SAP AG 2007, 51
SAP Solution Manager
Transition Extension: Service Desk
Change
Request
Service
Message
PRD
Service
Desk
Employee
Change
Document Task
List
Feedback
Project Cycle
Requester
Change
ManagerDeveloper
Tester
IT Operator
DEV
QAS
Controlled transports
Controlled transports
Creating Projects and Cycles
Overview
Utilizing ChaRM Transaction Types
Common Challenges and Solutions
Applying Advanced Topologies (Best Practices)
Wrap-up
SAP AG 2007, 53
SAP’s End-to-End (E2E) Solution Operations
SAP E2E Solution Operations
provides:
Know-how
Methods
Best practices
Tools
Training
SAP E2E Solution Operations is based on industry
best practices and lessons learned
SAP’s End-to-End Solution Operations
supports SAP customers in managing and
supporting their mission-critical operations
SAP AG 2007, 54
Tips for Those Getting Started with Solution Manger
Very detailed, well-prepared, free-of-charge documents (~80 documents
and SAP Tutor lessons): These can be found at
http://service.sap.com/rkt-solman
(requires login credentials to the SAP Service Marketplace)
SAP AG 2007, 55
Your Turn!
Q&A
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