03 SAP Gubaydullina Kusnetsov SolutionManager7.1&7.2

/ , 2015

SAP Solution Manager 7.1 7.2:

2015 SAP SE or an SAP affiliate company. All rights reserved. 2Public

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ITSM SAP Solution Manager 7.2

SAP Solution Manager-

ITSM KPI

ITIL :

IT

SAP Jam

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WebClient UI Framework

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Service Request

Checklist

Attachments Management

Processing Times

Notification Framework

E-Mail Management

Dispatching & Routing

Central Inbox

Bulletin Boards

18 2015 SAP SE or an SAP affiliate company. All rights reserved.

Incident Management Dashboard

SearchSearchSolution Manager

After-Work Party in Project Room Everyone on Project Phoenix is Invited!

Dragon Inc. News May 17, 2015

Average time of incident

resolution

5hAv time in current month

Average effort of time for

incident resolution

3hAv time in current month

% incidents solved within

SLA time

98%Percentage to total # of

incidents in current month

percentage incidents

solved from 1st level

25%Percentage to all closed

incidents in current month

#incidents in prio very high

87total #incidents created in

current month

IT Service Management processes are all good!

Dragon Inc. Corporate News July 03, 2015

2013 SAP AG. All rights reserved. 2015 SAP SE or an SAP affiliate company. All rights reserved. 18Customer

19 2015 SAP SE or an SAP affiliate company. All rights reserved.

Detail KPI view

SearchSearchIT Service Management

incidents Prio Reason/ Comment

Critical training requirement 1 Skill missing in project team for liquidity assessment.

Liquidity at critical level 2 Very, very grave situation as liquidity is running out on cash flow.

Urgent team resource replacement request 1 Team member with unique skill set sick for 3 weeks

Planned downtime conflict in development landscape 1 Development systems not available due to planned downtime.

Budget reassignment request 2 Budget running low

Urgent team resource replacement request 2 Team member with unique skill set sick for 7 weeks

Conflict mediator request 2 External resources on strike

Downtime due to natural disaster 2 Downtime due to flooding in data center

Performance issue in scheduling 1 Rescheduling schedule performance issues

Critical issue in production 2 Severe situation going on

Need emergency shutdown of QA for patch 3 Emergency shut down

Training request for project team 1 Missing skills in project team

Critical downtime of QA landscape project impact 3 Quality assurance system un-available. Testers out of work.

Very high

highIncidents

13

29

Jenny Wang, Service Manager

0

20

40

60

80

100

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

very high

high

medium

#incidents in prio very high

87total #incidents created in

current month

2013 SAP AG. All rights reserved. 2015 SAP SE or an SAP affiliate company. All rights reserved. 19Customer


SAP Solution Manager 7.2

ITSM

Central Inbox, Checklist enhancements, Bulletin Boards, SAP Jam Integration

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www.service.sap.com/solutionmanager Usage Rights

SAP Solution Manager 7.2 SAP HANA!



http://support.sap.com/solutionmanager

WIKI SAP Solution Manager

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03 SAP Gubaydullina Kusnetsov SolutionManager7.1&7.2