A Comprehensive Introduction to SAP Solution Manager(1)

© SAP AG 2007, 0

A Comprehensive Introduction to SAP Solution Manager

Lorie Ballbach and John Krakowski, Jr. SAP America

© SAP AG 2007, 2

Welcome to the SAP Solution Manager Jumpstart Session

SAP Solution Manager is an application management tool with many components that you can use to collaboratively manage your End-to-End business processes and the solutions that support them through the entire lifecycle of the process and system.

During this three hour session, we will help you master the fundamental concepts of the SAP Solution Manager as we explore the following SAP Solution Manager concepts/components:

Implementation and upgrade capabilitiesMonitoring/DiagnosticsService DeskChange Request ManagementReportingService Delivery

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© SAP AG 2007, 3

What We’ll Cover …

SAP Solution Manager: OverviewImplementation, upgrade, and global rollout capabilitiesEnd-to-End Monitoring and DiagnosticsService DeskEnd-to-End Change ControlReportingService DeliveryWrap-up

© SAP AG 2007, 4

Business and IT Challenges Have a Direct Impact on the Complete Solution Lifecycle and Determine CIO Priorities

IT challenges and top CIO priorities

Tightened IT budgets

Need for flexible solutions

Need for constant innovation

Increased system complexity

Internationalization

Changing business models

Bus

ines

s a

nd IT

cha

lleng

es

*Sources: STATE OF THE CIO2006 , EIU 2006

Align IT and business goalsEnsure IT-enabled process improvementImprove project management disciplineAccommodate growth ofthe business

Control IT-costsImprove internal user satisfactionAllow fast business adoptabilityEnable adaptation of new business modelCreate or maintain the ability to innovate continuously

Ensure business continuityEnable or enhance knowledge management

Increase operating efficiencyLeverage intellectual assets

Ensure regulatory compliance

Top CIO Priorities*

Application Manage-

ment

© SAP AG 2007, 5

Driver and Scope of SAP End-to-End Solution Operations

SAP provides standards and best practices to manage Key Performance Indicators (KPIs) and reduce Total Cost of Operations (TCO), increasing:

End-to-End Business Process AvailabilityEnd-to-End Business Process PerformanceEnd-to-End Data Consistency and TransparencyEnd-to-End Maintainability and Upgradeability

Including custom code and code from partners

While software has become easier to use over the past years, IT landscapes have become more complex to manage

#User

t

CRM

R/3

BW

EP 7.0

LegacySystem

Spread Sheet

Outlook

Siebel

People-softHR

XIManugis-tics

EP 6.0

External Web

Documentum

CRM

R/3

BW

EP 7.0

LegacySystem

Spread Sheet

Outlook

Siebel

People-softHR

XIManugis-tics

EP 6.0

External Web

DocumentumR/3

LegacySystem

Manugistics

R/3LegacySystem

Manugistics

2000 2007 2010

EnterpriseSOA

EnterpriseSOA

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© SAP AG 2007, 6

Key Technology Challenges and Our Joint Response

Enterprise SOA promises Reduction of application management complexity Simplification of Technology Stacks and Consolidation of System LandscapesUltimately leading to a reduction in TCO

Next Workplace Platform

With SAP NetWeaver®

Portal, we deliver the ideal platform

with which to create workplaces

Next Master Data Management

Platform

With SAP NetWeaver XI and MDM, we deliver optimum support for your

phased upgrades

Next Data Warehouse

Platform

With the BI Accelerator (BIA),

SAP delivers a high-performance and high-volume data

warehouse platform

Next EAI Platform

SAP NetWeaver XI is scalable, high

performance, high availability, and easy

to adapt

HOW CAN WE SUPPORT THIS OPTIMALLY?WHAT IS THE RIGHT SUPPORT PLATFORM?

© SAP AG 2007, 7

SERVICE & SUPPORT

Key Technology Challenges and Our Joint Response (cont.)

Next Application Management Platform

One Transport Order Root Cause Analysis Change Control Integration and Automation Monitoring

Enterprise SOA enables true End-to-End Solution Operations Reduction of technology management complexity Simplification of Technology Stacks and Consolidation of System LandscapesUltimately leading to a reduction in TCO

End-to-End Solution Operations

Next Workplace Platform

With SAP NetWeaver Portal, we deliver the ideal platform

with which to create workplaces

Next Master Data Management

Platform

With SAP NetWeaver XI and MDM, we deliver optimum support for your

phased upgrades

Next Data Warehouse

Platform

With the BI Accelerator (BIA),

SAP delivers a high-performance and high-volume data

warehouse platform

Next EAI Platform

SAP NetWeaver XI is scalable, high

performance, high availability, and easy

to adapt

© SAP AG 2007, 8

SERVICE & SUPPORT

Key Business Challenges and Our Joint Response

SAPCRM

SAP CRM is the platform of choice to

optimize go-to-market and customer service

SAPSRM

SAP SRM is the platform of choice to improve Purchasing

SAPSCM

SAP SCM is the platform of choice to improve supply chain

management

SAPPLM

SAP PLM is the platform of choice for

product lifecycle management

Next Application Management Platform

One Transport Order Root Cause Analysis Change Control Integration and Automation Monitoring

End-to-End Solution Operations

Enterprise SOA enables true End-to-End Solution Operations End-to-End Unified and Standardized Application Management End-to-End Business Process and Interface MonitoringOne Integration Platform Ultimately leading to reduction of TCO

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© SAP AG 2007, 9

A Different Approach to IT Solution Management Is Needed

Key Requirements:

IntegrationIntegration is vital because you need one place where all information comes together

Lifecycle orientationLifecycle orientation is vital because it structures customers’ tasks from a time perspective

Business process orientationBusiness processes are the glue for the information which is acquired during the software lifecycle

© SAP AG 2007, 10

End-to-End Solution Operations Requires

Standards = Tools, Processes, and Best Practices

End-to-End Root Cause AnalysisSAP standards for Incident Management

Speak the same language

End-to-End Change ControlSAP standards for Change Control and Application ManagementSAP standards for Functional, Regression, and Volume Testing

Manage quality

End-to-End Business Process Integration and Automation SAP standards for Job Scheduling, Interface, and Business Process Monitoring

Enable value realization

End-to-End Enterprise SOA ReadinessSAP standards for Service Enablement, Upgrades, and Migrations

Get ready for new business needs

© SAP AG 2007, 11

SAP Standards for Solution Operations

SAP Standards for Solution Operations Define Operations Processes

Exception Handling

Data Integrity Change Request Management

Testing

Upgrade

eSOA Readiness

System Administration

System Monitoring

Incident Management

Root Cause Analysis

Change Control Management

Minimum Documentation

Remote Supportability

Business Process and Interface Monitoring

Data Volume Management

Job Scheduling Management

Transactional Consistency

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© SAP AG 2007, 12

Run SAP Operations StandardsMETHODOLOGY

Run SAP Operations StandardsMETHODOLOGY

• How to transition from implementation project to productive operation

• How to ensure the support organization will be able to manage the solution

• How to operate an SAP-centric solution• How to run versatile solutions with

SAP and non-SAP components• How to manage availability of

business processes and systems

Today’s support organizations need to manage complex solutions with quality, while controlling the cost of operations

Run SAP SafeguardingTECHNICAL QUALITY MANAGEMENT

Run SAP RoadmapBEST PRACTICES

Run SAP RoadmapBEST PRACTICES

• Benefit-driven Run SAP implementation

• Roadmap for the technical implementation and operations project

• SAP provides standards for operations

• How to integrate legacy systems and third-party products

• How to implement operations for custom code

Run SAP IntegrationCOMPONENT INTEGRATION

Run SAP

Run SAP: Methodology for End-to-End Solution Operations

© SAP AG 2007, 13

Change RequestManagement

Follows ITIL standardsMaintenance processes

SAP Solution Manager — Usage Scenarios

Service DeskBest practicesfor messaging Solution ManagerDiagnostics

Solution MonitoringSystem monitoringEarlyWatch AlertService level reporting Business process monitoringCentral system administration

Upgrade ofSAP Solutions

SAP methods and toolseLearning managementTest management

Implementation ofSAP Solutions

SAP methods and toolsGlobal rolloutsCustomizing synchronizationeLearning managementTest management

COREBUSINESS

PROCESSES

Delivery ofSAP Services

On-site/remote deliverySAP Safeguarding

SAP Solution Manager provides a comprehensive solution to run your SAP solutions:

© SAP AG 2007, 14

Run SAP Methodology and SAP Standards for Solution Operations

Summary

Training andCertification

Tools Services Best Practices

Guarantee for End-to-End:

Business Process Availability

Business Process Performance

Data Consistency andTransparency

Maintainability andUpgradeability

… for all SAP Solutions

End-to-End Root Cause Analysis

End-to-End Change Control

End-to-End Business Process Integration and Automation

End-to-End Enterprise SOA Readiness

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© SAP AG 2007, 15



© SAP AG 2007, 16












COREBUSINESS

PROCESSES

© SAP AG 2007, 17

Implementation/upgrade requirementsNeed for a proven and comprehensive implementation methodology and supporting toolsEnable global rollout and management of templatesEnsure consistent management of configurationProvide integrated eLearning managementEnable efficient and integrated test managementProvide detailed project documentation

Customer Implementation/Upgrade Requirements

Implementation and upgrade projects require proven tools, content, and methodologies

Customer situationNew implementation or upgrade project is plannedCompany-wide standardization is requiredDistributed landscapes require new capabilities to manage configurationCustomers’ existing solutiondocumentation often not sufficientMajor new functionality needsto be implemented

Application Manage-

ment

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© SAP AG 2007, 18

Implementation, Global Rollout, and Upgrade Objectives

Provide proven and comprehensive implementation and upgrade support

Optimize customizing and configuration

Enable knowledge transfer from experts to end users

Accelerated test management and execution

Consolidate and preserve project documentation

Enable global standardization

Application Manage-

ment

© SAP AG 2007, 19

ASAP Methodology

Description

http://service.sap.com/roadmaps *

AcceleratedSAP (ASAP) provides a proven, comprehensive, repeatable, rich methodology to streamline implementations, upgrades, global rollouts, and more

More info

* Requires login credentials to the SAP Service Marketplace

© SAP AG 2007, 20

Experience:Facilitates controlled management of implementations and upgrades based on best practicesAligned with industry standards and procedures (PMI PMBOK)Specific to SAP solutions

ASAP Is Supported by SAP Expertise and SAP Tools

Aligns customer’s business requirements with SAP solutions

SAP Solution Composer

ASAP roadmap composed to fit specific project needs

SAP Roadmaps

For SAP solution design, documentation, configuration, testing, and operations

SAP Solution Manager

Tools:

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© SAP AG 2007, 21

Example: ASAP Implementation Roadmap

The individual phases of the ASAP Implementation Roadmap are:

Each phase has a set of deliverables that are produced during the duration of the phase and serve as input to the phases that follow. Each deliverable provides a list of outputs it consists of and methods that are used to produce the deliverable.

© SAP AG 2007, 22

SAP Solution Manager — Roadmaps at a Glance

Implementation methodology provided through RoadmapsImplementation Roadmap for the SAP Business Suite

Target Group: Project Managers, Functional Implementation Team (Application Consultants)Milestone/synch points, concept, and alignment of support services

Solution Management RoadmapTarget Group: Technical Implementation Team (Technical Consultants)Milestone/synch points, concept, and support services aligned

Global Template and Global Rollout Roadmaps: Target Group: Program/Project ManagersRoadmap content adapted to SAP Solution Manager Global Template usage

Upgrade RoadmapBundling SAP’s knowledge and best practices for the entire upgrade procedure for an entire system landscape from a functional and technical perspective

© SAP AG 2007, 23

ASAP Implementation Roadmap in Detail

Graphical entry into and status overview of your projectGraphical entry into and status overview of your project

Links to accelerators for your project phaseLinks to accelerators for your project phase

Phase-driven approach for functional and technical implementation and ongoing operation activities

Phase-driven approach for functional and technical implementation and ongoing operation activities

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© SAP AG 2007, 24

SAP Solution Manager — Functions in Detail

Service Delivery Platform

SAP Active Global Support

Services

Best Practice Documents

Configuration Content

Roadmaps

Testing Service Desk

Solution Monitoring

Service Level Reporting

Customizing Synchronization

Implementation and Roll-out Platform

Gateway to SAP

Landscape Reporting

Tool

Content

eLearning

Upgrade Change Request Management

© SAP AG 2007, 25

Plan, Build, and Run Successful Solutions

Plan Build Run

Map business requirements and perform initial scoping with SAP

Solution Maps from SAP Solution Composer

Design, Configure, Document, Test, and Go-Live with SAP Solution using

SAP Solution Manager with ASAP Roadmaps

Run, Monitor, Operate, and Control any change in your SAP Solution with SAP Solution Manager using Service Desk, Solution Monitoring, Change

Request Management

Insight, Flexibility, Control, Efficiency, Transparency

Definecustomersolution basedon

SAPprocesses

Roadmaps

Project Administration

Issue Tracking/ Monitoring / Reporting

Roadmaps


Issue Tracking/ Monitoring / Reporting

Synchronize Cust. settings

Configure processes

Training

Define project

Set up systemlandscape

Define project



ProjectPreparation

BusinessBlueprint Realization Go Live

& SupportFinal

preparation

Testing

HandoverTo

Operations

© SAP AG 2007, 26

SAP Solution Manager Benefits (Highlights)

Customer-focused and Customer-owned tool — no additional license feeSupports a solution through its entire lifecycleSmooth hand-off to production of fully-documented customer solutionGlobal template functionality reduces future setup costs for local implementation projects — reusability/repeatability for future rolloutsSupports methodology, reducing the need for additional tools and their licensing feesEnables control of your implementation or upgrade project (manage scope, capture requirements, configure, test) from a single, integrated environmentFully-integrated set of tools required in implementation or upgrade

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© SAP AG 2007, 27

SAP Solution Manager Benefits (Highlights) (cont.)

Central repository for documentation and issues — your project library — use to build your own best practicesSupport of global template projects Unique customizing distribution and comparison featuresScenario-driven blueprint, configuration, and testing approachStandard scenarios available for SAP ERP, SAP CRM, SAP SCM, SAP SRM

© SAP AG 2007, 28

Implementation Process with SAP Solution Manager

ProjectPreparation

Provide initial planning and

preparation for your SAP project

BusinessBlueprint

Documents the business process requirements of

the company

Realization

Implement business and process

requirements based on the Business

Blueprint

FinalPreparation

Complete the preparation for

Go-Live

Go-Live andSupport

Cut over to live productive operation and

continuous support

© SAP AG 2007, 29

Implementation Process with SAP Solution Manager (cont.)

Define customersolutionbased on

SAP processes

ProjectPreparation

BusinessBlueprint Configuration

Roadmaps


Issue Tracking/Monitoring/Reporting

Synchronize customer settings

Configureprocesses Test

processes

Define project



Testing

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© SAP AG 2007, 30

BusinessBlueprint Configuration Testing

Phase 1 — Project Preparation

ProjectPreparation

Project Issue

ManagementDefine Project

SystemLandscape


What do I need to set up in SAP Solution Manager?

Key WordCategories

DefineStatuses

Project TeamAuthorization

Profiles

DocumentManagement

DefineHigh-Level

ScopeLeverage

Scopefrom Different

Projects

Upload Roadmap

© SAP AG 2007, 31

Defining a Project — General, Landscape, Standards, ...

Define project dataPerson responsible for the projectLanguage of the project: Determines in which language the documents will be accessed from knowledge warehouseOverall project statusProject time frame for plan and actual data

Assign project team membersAssign generic or existing users as potential resources for the projectAssign Project team members to tasksin a project structure (e.g., Solar01) Direct access to user maintenance

Define Project StandardsSet status values to be used duringthe projectKeywords as search criteria for documentation in reportingSelect and/or define document types and related templates (Button: Project template)

Define project dataPerson responsible for the projectLanguage of the project: Determines in which language the documents will be accessed from knowledge warehouseOverall project statusProject time frame for plan and actual data

Assign project team membersAssign generic or existing users as potential resources for the projectAssign Project team members to tasksin a project structure (e.g., Solar01) Direct access to user maintenance

Define Project StandardsSet status values to be used duringthe projectKeywords as search criteria for documentation in reportingSelect and/or define document types and related templates (Button: Project template)

© SAP AG 2007, 32

Defining Project Standards — Documentation Types

Define document typesCreate own doc types and import templateChange existing doc types/templates

Define document typesCreate own doc types and import templateChange existing doc types/templates

File extension: determines which editor to launch if no template is set

File extension: determines which editor to launch if no template is set

Several documents: determines whether more than one document of the doc type can be attached to one structure item

Several documents: determines whether more than one document of the doc type can be attached to one structure item

Global doc.:Doc type automatically assigned to projects while project is created

Global doc.:Doc type automatically assigned to projects while project is created

Status Schema: different status values per doc type can be configured

Status Schema: different status values per doc type can be configured

Blueprint-Relevant: Will this doc type be included in blueprint document?

Blueprint-Relevant: Will this doc type be included in blueprint document?

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© SAP AG 2007, 33

Defining Project Standards for Project Preparation

Define, document, and communicate project standards to ensure consistent use of methods and tools for the project and post production support

Develop naming conventions: Projects, Logical Components, Documents, Status Values, etc.

Develop Project Management Standards: Required deliverables = Document TypesDeliverable Status = Document Status ValuesQuality control process for deliverablesBlueprint workshop preparation and delivery

Establish a requirements validation and document approval process

Establish a Governance Board: Administers the use of the tool across PMO and ITCross-team representationRoll lessons learned into standards and update as required; quick response

© SAP AG 2007, 34

ProjectPreparation


Phase 2 — Business Blueprint

Issue Management

Scenario-Based

ContentUpdates

Available


How do I manage Business Blueprint in Solution Manager?

Documentingin MS Office

GraphicalView

Direct Linkto SAP

Documentation

Status Deliverables/Documents

LeverageScope

from DifferentProjects –Templates

BusinessBlueprint

Reference Structure

© SAP AG 2007, 35

How to Describe Solutions?

Three-level approach used internally and externally to describe a business-oriented view

Business Scenario

Process Step

ProcessVisualized by

ComponentView

Transactions

Bus

ines

s vi

ew/

As

is –

To b

eSo

ftwar

eVi

ew

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© SAP AG 2007, 36

Defining Your Business Process Hierarchy

BusinessScenario

BusinessProcess

ProcessStep

A business scenario is a set of processes that define a business task in a comprehensive and self-contained manner on a macro level

A process is a set of logically related activities performed to achieve a defined business outcome (cf. Davenport and Short, 1990)

A process step is an elementary activity performed to accomplish a process

Order to Cash

Sales Order Processing:

Create Inquiry

Transaction TabVA11 Create InquiryVA12 Change InquiryVA13 Display InquiryVA15 Inquiries listV.03 List of Incomplete Inquiries

© SAP AG 2007, 37

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24

SAP Implementation Content

Define scope with assistance from the BPR♦ Click on Business Scenarios folder (#1)♦ Click on the pull down menu (#2) to the right of the

Scenario Name field♦ Navigate through the BPR to find the desired

business scenario (#3)If a scenario doesn’t exist – click in the Scenario Name field and type it in manually (#4)

Define scope with assistance from the BPR♦ Click on Business Scenarios folder (#1)♦ Click on the pull down menu (#2) to the right of the

Scenario Name field♦ Navigate through the BPR to find the desired

business scenario (#3)If a scenario doesn’t exist – click in the Scenario Name field and type it in manually (#4)

3

© SAP AG 2007, 38

Business Scenario Documents

(Scope clarification and business alignment)

Business Process Documents

(Process requirements)

1:X

Key Decision Documents

(to drive decisions)

1:X

Business Scenario DocumentsFocus is on understanding business objectives and their related business requirements as they relate to key business processes

Business Process DocumentsFocus is on understanding business process requirements and their related inputs, outputs, impacts, integration, authorization, and realization considerations

Business Process Step DocumentsFocus is on understanding detailed process step requirements and their related roles, variants, and potential solution considerations

Key Decision DocumentsFocus is on capturing key decisions made with respect to scope, business scenarios, business processes, process steps, etc.

Documentation Approach and Templates

Business Process Step Documents

(Functional requirements)

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© SAP AG 2007, 39

Business Blueprint — Capture Requirements

Create, edit, store, upload, and download requirements documentsPredefined templates/document types for:

Scenario descriptions, diagrams, installation guides Customer Input TemplateDevelopments — Interfaces, Forms, Reports

You can also create your own templatesReporting features to track and filter on documents

Business process requirementsBusiness process modelsDevelopments (reports, interfaces, conversions, and enhancements)Other documentsBusiness process transactions

© SAP AG 2007, 40

Graphical Representation of Scope by Logical Component

Available in Blueprint and Configuration transactionsScenario: Navigation via double-click into the processProcess: Navigation back to the scenario via Back to Scenario arrow

Scenario

Process

© SAP AG 2007, 41

Generate Business Blueprint Document

Generate Business Blueprint Document for sign-off

Could contain Business Process Graphics corresponding to the solution

scope in Solution Manager

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© SAP AG 2007, 42

Defining Project Standards for Business Blueprint

Defining quality standards for Blueprint-relevant deliverables ensures consistency in content, look, feel, and scope

Generate a Blueprint document by scenario, process, team, etc., as part of Quality Control during the blueprinting process

Don’t wait until the night before the Blueprint is due!

Use of defined document statuses enables deliverable tracking: Status tracking of deliverables through blueprint process

Enable Electronic Signature to approve and lock documents

Empower a Governance Board: Gathers feedback and rolls lessons learned into standards

© SAP AG 2007, 43

Phase 3 – Realization

Access IMG and configure solution

Capture configuration

documentation


Key Realization activities enabled in Solution Manager

Document test cases

Keep configuration in sync between

systems

RICEFW Developments

Plan and perform unit

tests

Plan and execute integration test

Store and manage training

documentation

Plan and perform cycle tests

ProjectPreparation

BusinessBlueprint Configuration TestingRealization

© SAP AG 2007, 44

Realization — Configure Business Processes

Configuration of process requirements specified in the Business Blueprint

Automatic assignment to transactions and BC Sets using objects from the Business Process Repository

Re-use of Configuration via BC Sets (e.g., at a Rollout location)

Re-use of Configuration via BC Sets (e.g., at a Rollout location)

Configuration via Implementation Guide (IMG)Configuration via Implementation Guide (IMG)

Define and assign test cases to business processes

Define and assign test cases to business processes

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© SAP AG 2007, 45

Configuration in Detail

Process:

Assign related IMG area to process/process step

For each process step, navigate to the IMG (F4 in Object column) of the related SAP components

Document configuration settings Attach additional documentation for configurationCould be done via BC Sets as well (for documentation)

Process:

Assign related IMG area to process/process step

For each process step, navigate to the IMG (F4 in Object column) of the related SAP components

Document configuration settings Attach additional documentation for configurationCould be done via BC Sets as well (for documentation)

© SAP AG 2007, 46

Configuration Documentation

BusinessScenario

BusinessProcess

ProcessStep

Componente.g., R/3 Enterprise

TransactionsTransactions

Transactions

ProjectDocs

ProjectDocs

ProjectDocs

IMGObjectsIMGObjects

IMGObjectsIMGObjects

ConfigDoc

ConfigDoc

© SAP AG 2007, 47

Interface/Conversion Functional Specifications

Forms/Reports Functional Specifications

Key Decision Documents

(to drive decisions)

Functional specifications for:Interface/conversionForms/reports Enhancements◆ Focus is on understanding business

drivers and their related business requirements as they relate to the proposed development item

◆ Provides a high-level process/data flow overview and alternative solutions considered

Key decision documents◆ Focus is on capturing key decisions

made with respect to scope, Business Scenarios, Business Processes, Process Steps, etc.

Documentation Approach and Templates

Enhancement Functional Specifications

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© SAP AG 2007, 48

Create and Assign Additional Customizing Objects

Create and assign customizing objects:Select object type (e.g., IMG)Select row and click AddLaunch IMG Object in the component systemConfigure IMG Object and return back to Solution ManagerMaintain status and responsible per object

Create and assign customizing objects:Select object type (e.g., IMG)Select row and click AddLaunch IMG Object in the component systemConfigure IMG Object and return back to Solution ManagerMaintain status and responsible per object

© SAP AG 2007, 49

Maintenance of links to customer-specific developments like BAdI implementations, reports, and modificationsDirect navigation to coding and specification/documentationMaintenance of the product context of the implemented process

Document Customer-Specific Developments

© SAP AG 2007, 50

Defining Project Standards for Realization

Defining quality standards for configuration and development-relevant deliverables, assures consistency in content, look, feel, and scope

Generate a configuration reference document similar to the Blueprint documentDefine a formal sign-off process for approving configuration and development

Keep track of IMG Configuration changes: Track changes to the IMG with IMG LogAssign IMG object owner and status on the Configuration TabAssign Development object owner and status on the Development Tab

The Configuration Folder in Solar02 is used to document non-process related activities; Basis; BI, etc. Link documents together to create requirements traceability

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© SAP AG 2007, 51

Phase 4 — Testing

Access IMG and configure solution

Capture configuration

documentation


Key Realization activities enabled in Solution Manager

Document test cases

Keep configuration in sync between

systems

RICEFW Developments

Plan and perform unit

tests

Plan and execute integration test

Store and manage training

documentation

Plan and perform cycle tests

ProjectPreparation

BusinessBlueprint Configuration TestingTesting

© SAP AG 2007, 52

Test Planning — Creating a Test Plan

Scenario: Outbound Telesales

Process: Campaign Preparation

Test document 1

Test document 2

Scenario: Order to Cash

Process: Sales Order Processing

Process Step: Process sales order

eCATT Configuration

Manual test case

Test document 1

Test document 2

Manual test case 1

eCATT Configuration 1





Process Step: Process sales order

Test Plan

© SAP AG 2007, 53

Test Planning — Creating Test Packages

Test document 1

Test document 2

Manual test case 1






Process Step: Process Sales Order

Test Plan

Test document 1


Test document 2

Manual test case 1


Test Package 1

Test Package 2

Test Package 3

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© SAP AG 2007, 54

Test Planning — Assigning Test Packages

Test document 1


Test document 2

Manual test case 1


Test Package 1

Test Package 2

Test Package 3

Individual tester

Multiple testers

© SAP AG 2007, 55

Test Execution

Test document 1


Manual test case 1


Test Package 1

Test Package 3

Logs into the Test system with the assigned user ID

Views Test worklist in STWB_WORK

Executes test cases within assigned test

packages

Documents execution status and the results

of each test case

Documents test defects as necessary

© SAP AG 2007, 56

Define Project Standards for Testing

Defining quality controls for test case scripts and data sets ensures they accurately represent the business requirement and will test the appropriate data

Define whether or not Unit Testing is formal or informalUnit test cases can be strung together to create Integration Test casesUse separate test data set documents so test cases can be reused

Link documents to create requirements traceability back to the original business requirement

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© SAP AG 2007, 57

Other Supporting Components: Final Prep, Go-Live, and Support


Pre go-live SAP Services

Stress TestingCapture lessons learned

Setup Operations

Support

Handover of solution

Project Closeout Report

ProjectPreparation


Final Preparation

Go-Live and Support

© SAP AG 2007, 58

Specialized Support for Global Implementation Projects

An ERP upgrade project in Palo Alto

A new ERP implementation

in London

A BI implementation in Hong Kong

As your SAP solutions proliferate, system monitoring and management challenges increase

Global projects pose unique challenges (e.g., concurrent projects, unique requirement sets per location)

© SAP AG 2007, 59

Document-tation

IMG structuresand settings

Globalcustomerdevelopments

Organiza-tional structure

Master datadocuments

Countryversions

Localdevelop-ments

Global and inte-grated processes

Localprocesses

Global elements

Local elements

Global Implementations with SAP Solution Manager

GlobalASAP RoadmapsDefines process for building and rollout of templates

Global functionalityDefine scope of changes allowed in local roll-out projects using Global Attributes

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© SAP AG 2007, 60

Two GlobalASAP Roadmaps

GlobalASAP Template Roadmap

GlobalASAP Rollout Roadmap

Two roadmaps to help you develop and manage a global program

© SAP AG 2007, 61

Enterprise Requirements

Local Systems Requirements finalized in Local Implementation Projects

Local Unit 1 Local Unit 2 Local Unit 3

Global Roll-Out — Process in Detail

T1V1Define global template

1

Global template(s) become Reference System

2 Roll out global template

T1V1 T1V1 T1V1

3 Implement template

© SAP AG 2007, 62

Local Systems Requirements adapted in Local Implementation Projects

Local Unit 1

T2

T3

Local Unit 2

T3

Local Unit 3

T2

Global Roll-Out — Process in Detail (cont.)

Enterprise Requirements

T2 T3

Global template(s) become Reference System

6 Roll out new template version 4 Roll in

templaterequirements

T1V1

T1V1 T1V1 T1V1T1V2 T1V2 T1V2

7Implement new version

5 Create new template version

T1V2

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© SAP AG 2007, 63

Compare Differences Between Template Versions

CompareCompare

AdjustAdjust

New template Template in current project

Register in Web Shop

Select Product

Update Shopping Basket

Business-to-Consumer

Create Order

Process Order

Order Processing

Business Processes

Internet Sales: B2C

Selected Business Scenarios

Register in Web Shop

Select Product

Update Shopping Basket

Business-to-Consumer

Business Processes

Internet Sales: B2C

Selected Business Scenarios

Create Order

Process Order

Order ProcessingCompare and Compare and adjust functionality adjust functionality

provides the provides the solution!!!solution!!!

© SAP AG 2007, 64

Upgrade RoadmapUpgrade Roadmap

Specialized Support for Upgrade Projects

ProjectPreparation

Define upgradeproject

Define upgradeproject

Analyze as-isIT landscape Analyze as-isIT landscape

Delta trainingDelta training

Final Preparationfor Cutover

SAP Solution ManagerSAP Solution Manager – Supporting upgrade features

Production Cutover and

Support

Solution UpgradeSolution Upgrade

Issue Tracking/Monitoring/ReportingIssue Tracking/Monitoring/Reporting

UpgradeBlueprint

Define exist/to-becore processes

Define exist/to-becore processes

Verify existingtesting materialVerify existingtesting material

UpgradeRealization

Configure newprocesses

Test processes

Configure newprocesses

Test processes

System Landscape Reporting

System Landscape Reporting

Identify release process and

function deltas

Identify release process and

function deltas

Create/use eLearning material/Learning Maps

Create/use eLearning material/Learning Maps

Common upgrade IMGs, Identify

upgrade-relevant config. settings

Common upgrade IMGs, Identify

upgrade-relevant config. settings

Plan and execute tests

Plan and execute tests

© SAP AG 2007, 65

SAP Upgrade Roadmap

The navigation structure consists of:

PhasesWork packagesDeliverablesMethods

Aligned to the structure are:

MilestonesUpgrade services

One-step access to essential SAP upgrade knowledge …

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© SAP AG 2007, 66

Other Supporting Components: Business Configuration Sets

Benefits

More info

You can ship customizing settings from your company's headquarters to subsidiariesYou can combine all customizing settings for a specific functionYou can document your configuration settings in BC Sets and use them for validation purposesYou can deliver pre-configured solutions in easy-to-use packages

http://service.sap.com/bcsets (requires login credentials to the SAP Service Marketplace)

BC Set

• IMG Activities• Customizing Settings• Attributes

DefinitionBusiness Configuration (BC) Sets are packages that contain configuration settings snapshots. BC Sets can use attributes for re-use of the configuration multiple times.

UsageBC Sets are used to take settings from one system into another system while controlling the settings that get transferred. They can be used as a configuration documentation tool for validation purposes

Target GroupSAP customers, partners, and consultants

AvailabilityBC Sets have been available since Basis release 4.0A; The full functionality described here has been available since release 4.6C

Powered by Solution Manager

© SAP AG 2007, 67

Other Supporting Components: Customizing Distribution

Ensures that Customizing of certain objects is in sync across systemsReuses Customizing (e.g., of SAP R/3) in other systems (e.g., SAP CRM) Avoids redundant Customizing activities in a solution landscape

Customizing data TransportR/3DEV

R/3QAS

R/3PRD

CRMDEV

CRMQAS

CRMPRD

APODEV

APOQAS

APOPRD

...DEV

...QAS

...PRD

Transport

TransportTransport

TransportTransport

TransportTransport

Central system

Predefinedlist of

synchronizing objects

CustomizingDistribution

© SAP AG 2007, 68

Other Supporting Components: eLearning Management

Create Learning

Units1

Edit Learning Content

2

Collect, Categorize, and Store Content

3Deploy Learning Content to Users

4

Re-use Content

5

Update Existing Materials

6

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© SAP AG 2007, 69

Summary — Implementation, Rollout, and Upgrade Functionality

Reduce project administration costsOptimize project preparation and administration with a proven implementation methodology

Reduction in effort required for testing, replace third-party tools for testing

Process based End-to-End testing and central test planning, execution, and monitoring

Reduction of training costs and increase of training effectiveness

Management and distribution of eLearning material

Reduce effort for project documentation

Use available documentation content for your project documentation

No need of individual design

Reduction of implementation effortUse preconfigured implementation content

Ensure consistency of customizingManagement of customizing across components and regions

BenefitSAP Solution Manager capabilities

Low Benefit High Benefit






© SAP AG 2007, 70

Summary — Implementation, Rollout, and Upgrade Benefits

Benefit areas:Use optimized implementation tools and methodsEnsure smooth and secure go-liveCreate and leverage integrated test scenariosReduce test and training effortUse integrated, comprehensive (project) documentationImplement a solution based on SAP best practices and according to SAP implementation methods

Effort required:SAP Solution Manager installation 3-7 daysIntroduction to SAP Project Preparation,Business Blueprint, Realization,Test management, eLearning, and go-live 10-30 days**(on-site workshop)Introduction to template projects 10-20 days**

Introduction to upgrade usage 7-10 days**

Benefits and Effort

020406080

1001

2

3

4

5

6

7

8

= no impact = high impact

SAP Solution Manager potential

8

7

6

5

4

3

2

Incident and Problem Management

Diagnosis and Continuous Improvement

IT Governance

Operations costs

Quality Management

Continuity Management

Change Management

Implementation and IT Project support1

AS-IS Situation (average customer)

SAP Solution Manager Implementation Benefits

© SAP AG 2007, 71



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© SAP AG 2007, 72










SAP methods and toolsGlobal roll outsCustomizing synchronizationeLearning managementTest management


COREBUSINESS

PROCESSES

© SAP AG 2007, 73

Operations requirementsProvide an integrated service desk and implement best practices for ticket solvingSupport cost effective central system administrationProvide detailed SLA reportingProvide all relevant systeminformation automaticallyEnable proactive system monitoring and ensure greater system stabilityUse SAP EarlyWatch Alerts and Diagnostics to analyze your systems

Customer situationCustomers’ help desk is often decoupled from SAP Systems and ticket processing times are not acceptableInsufficient problem analysisand fixingPoor handling of change requestsSLA agreements are not monitoredSystem information is distributed across different tools and databasesSystems are not monitored proactively

Application Manage-

ment

Requirements for Efficient IT Operations

© SAP AG 2007, 74

SAP Solution Manager Operations — Objectives

Standardize support processes with best practices

Optimize access to SAP’s worldwide network of experts

Monitor and analyze systems and mission-critical processes continuously

Ensure compliance

Provide up-to-date transparency of the SAP solutions and partner products within the solution hierarchy

Application Manage-

ment

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© SAP AG 2007, 75

SAP Standards for End-to-End Diagnostics


Incident Management

Remote Support

Solution Monitoring

1

2

3

4

© SAP AG 2007, 76


End-to-End root cause analysis consists of roadmaps and tools to work out a corrective action, and a final solution for any incident:

Used by all SAP ecosystems: Customer, partner, ISV, and SAPCovers all SAP products and is open for fast integration of any ISV productOne standard tool for each diagnostics task

Root Cause Analysis = Problem Resolution At least provides a workaround!

Root Cause Analysis ≠ Notes Search and Forward to Development

© SAP AG 2007, 77

End-to-End Workload Analysis: ABAP vs. Java

End-to-End workload analysisSolution-wide workload analysis

Java memory analysisST02Memory usage

Thread dump analysisSM50, SM66 (work process overview)

Current application activity

ST04ST04Database analysis

Wily IntroscopeST06Operating system analysis

Wily IntroscopeST03, STADSystem-wide performance statistics

JavaABAPWorkload Analysis Area

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© SAP AG 2007, 78

End-to-End Workload Analysis: Example

End-to-End Workload Analysis example with an Employee Self-Service (ESS) scenario

Several employees of a company have complained about high system response times during the usage of ESS scenarios over thelast few days

The company support organization is informed about the problems,and is starting root cause analysis using SAP Solution Manager

To begin the analysis of the problem, the End-to-End workload analysis application will be used to locate the root cause

Browser

Enterprise Portal

ECC

WANNetwork

PresentationLogic

ApplicationLogic

Database

© SAP AG 2007, 79

Fact Sheet: End-to-End Workload Analysis

Use Case

Provides

Get workload information of yourcomplete solutionAnalyze overall performance bottlenecks

Key performance indicators for different components

Best Practice for Investigation/Rules of Thumb

Check the workload overview for bad response timesChoose the “Portfolio” view and search for “bubbles” with high average response time and high values of accumulated times. Theyindicate performance bottlenecks (high workload in conjunction with high average response time). Check the component-specific KPIs for deviation from average values

© SAP AG 2007, 80

End-to-End Workload Analysis: Start

Select time frame

Workload metrics overviewSelect diagram type

Component-specific workload metrics

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© SAP AG 2007, 81

Checks to detect general performance problem on an SAP ECC system

Depends on customer requirements(no general rule)

Average CPU time < 40% of response time (wait time)

Average DB time < 40% of response time (wait time)

Wait time < 10% of response time

Average roll wait time < 200 ms

End-to-End Workload Analysis: Example (SAP ECC)

© SAP AG 2007, 82

Checks to detect general performance problems on an SAP NetWeaver® Portal system

End-to-End Workload Analysis: Example (EP)

Check for high average response times in correlation to high number of executions per second

© SAP AG 2007, 83

Incident Management

Incident management is a standard process to:Describe, categorize, and prioritize an incidentCollect context data about the incidentClarify the incident and search for an existing solution, both in the customer solution database and the SAP Notes databaseDetermine the root cause and, if necessary, forward the incident to an independent service vendor or to SAPDefine and implement the actions required to eliminate the root causeValidate that the corrective action will prevent recurrence of the incidentMake the status of the incident transparent to all parties

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© SAP AG 2007, 84

Incidents, Problems, and Change Requests

ProblemProblem

Management

IncidentService Desk/Incident

Management

Change RequestChange Management

Known ErrorProblem Management

Reason is known: Workaround or solution is available.Change is necessary, so request for change will be prepared.

“One or more incidents with unknown reason”Goal: Reduce the number and severity of incidents, and provide documentation for first- and second-level support

Request the change

ITIL “Any event that is not part of the standard operation of a system that causes, or may cause, an interruption to, or a reduction in, the quality of service.”

Goal: Restore service operation as quickly as possible, with minimal disruption to end users

© SAP AG 2007, 85

Incident Management in SAP Solution Manager: Service Desk

CustomerCustomer

SAP ServiceMarketplaceSAP ServiceMarketplace

SAPSAP

or

SAP SupportSAP Support

3Forwards Message

Provides Solution

4Provides Solution

Finds Solution

2

Searches for Solution

Customer'ssolution database

SAP Notes databaseService productsBest practices DB

Provides Solution

1

Creates MessageEnd UserEnd User Solution

SupportSolutionSupport

SAP systemSAP

Solution Manager

© SAP AG 2007, 86

Remote Support

SAP CustomerSAP CustomerSAP SupportSolution ManagerDiagnosticsChange Control

Landscape

SAPagent

OS monitorDB monitorConfig files

Log filesJava dumpsJava stats

Safeaccessthrough SAProuter

CentralGateway to customer solution landscape

RemoteToday, 98% of installed SAP solutions have a line connection to SAP. Every SAP developer can log on from his or her desktop to any live customer installation to perform root cause analysis.

SafeCustomer-enforced change control: The SAP standard authorization profile does not allow changes

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© SAP AG 2007, 87

Maintain Service Connection

© SAP AG 2007, 88

Solution Monitoring

Business Process and Interface Monitoring and System MonitoringDetect performance problems or errors before they affect business continuity

Trigger alerts based on a central alert definition (thresholds)Provide notification to IT personnel responsible for a critical system situationDisplay and process alerts

Provide transparency on IT operations excellenceService levelsCapacity trendsSolution quality

© SAP AG 2007, 89

End-to-End Diagnostics

End-to-End Root Cause Analysis Is Triggered by Solution Monitoring or Incident Management

End UserIncident Management

SAP Technology OperationsSystem Monitoring

Business Process OperationsBP and Interface Monitoring

Solution Monitoring


Restore service operation as quickly as possible

Process alerts before they affect business

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© SAP AG 2007, 90

SAP Technology OperationsSystem Monitoring

Application ManagementEnd-to-End Root Cause Analysis, Remote Support

Business Process OperationsBP and Interface Monitoring

End-to-End Diagnostics: Organizational View

Customer’s Business UnitGlobal Business Process

Champion

Regional Business Process Champion

End UserIncident

Management

PMO(Program Office)

Custom Development

SAP standardsavailable

Defined SAPinterfaces

IT Infrastructure

SAP standards in operations reduce total cost of operations and enable mission-critical support

Customer’s IT

© SAP AG 2007, 91

Contents of Integration and Automation Management:Business Process and Interface Monitoring

Business Process and Interface Monitoring is the proactive and process-oriented monitoring of the most important or critical business processes of a companyIt includes the observation of all technical and business application-specific functions that are required for a smooth and reliable flow of the business processes

© SAP AG 2007, 92

SAP Solution Manager as Tool for Business Process Documentation

Graphical Documentation of Business ProcessIntegration to Process description from Implementation projectDocumentation of:

Technical details for business process steps and interfaces (reports, transactions)Fallback ScenarioBusiness Process ChampionBusiness Requirements

Interface to ARIS Toolset

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© SAP AG 2007, 93

SAP Solution Manager as Tool for Business Process Integration and Automation Management

SAP Certified Extensions =

Integration PackagesPerformance Management

Business Process and Interface Monitoring


Integration Management

Automation Management Redwood

IDS Scheer, HP,BMC

Wily, Mercury, Microsoft

Non-SAP DiagnosticsMonitoring tools for

non-sap components

Job scheduling for SAP/Non-SAP components

Control and avoid data growth, data archiving

Performance analysis and tuning for business

processes, support volume tests

Operations concepts for business process

and interfacealert monitoring

Concepts for process automation, Job

scheduling concepts

Business Integration and Automation Management

Powered by SAP Solution Manager

Data consistency checks/ procedures, concepts for master data distribution

and initial data load

Interface/Adapter

Integrate third-party tools to extend

functions of SAP Solution Manager

SAP Solution Manager as support platform provides best practices/concepts, tools, and services for integration and automation management

© SAP AG 2007, 94

Business Process — Sample Critical Situations

CRM — C00

Create Sales Order

SAP ECC — TT5

Create Sales Order

Check Availability

Run MRP

Procurement Process

Manufacturing Process

Create Outbound Delivery

Post Goods Issue

Create Billing Document

Warehouse — TT5

Create Outbound Delivery

Create Picking Transfer Order

Confirm Picking Transfer Order

Post Goods Issue

SAP ENTERPRISE

PORTAL — EPP

Create Sales Order

Inconsistencies between material stock in ERP and material stock in the warehouse

Goods issue posting fails again and again

MRP run takes longer than given time window

CIC employees experience bad response times

Failed interface communication

No archiving of object SD_VBRK lead to runtimes exceeding given KPIs

© SAP AG 2007, 95

Business Process Monitoring: Scope

Business Process Monitoring includes the solution-wide observation of:

Program scheduling management Key Performance Indicators (KPIs) (performance, throughput)Business application logs (e.g., application log, due list log, etc.)Business process completionData transfer via interfaces between software componentsTechnical infrastructure and components that are required to run the business processesRequired periodic monitoring tasks

Business Process Monitoring is not only a tool, it also comprises:Detailed procedures for error handling and problem resolutionPrecise definition of contact persons and escalation pathsTight integration into the customer’s solution support organization

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© SAP AG 2007, 96

System Monitoring View

Drill into Performance Data

© SAP AG 2007, 97

SAP EarlyWatch Alert (EWA)

Important system data is transmitted from your SAP system to SAPSolution Manager at regular intervals via a remote connection

SAP Solution Manager analyzes this data and provides a clear overview of the results in a report that can be downloaded from or distributed by SAP Solution Manager

If you display the EarlyWatch Alert (EWA) in SAP Solution Manager, you benefit from:

Access to detailed download data on which EWA Reports are foundedHigher availability of graphics (only selection available on the SAP Service Marketplace)Concise, central administration and archiving of EWAs possibleSummary, customizing of EWAs, and tracking of tasks via Service Level (SL) Reporting

What is SAP EarlyWatch Alert?

© SAP AG 2007, 98

EarlyWatch Alerts Visible in the Landscape: Overview

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© SAP AG 2007, 99

Problem Identified via EarlyWatch Alert and System Monitoring

An alert occurs in a project due to the response time of the portal, which is much too high

Real-time performance alert visible in system monitoring

Red-rated EarlyWatch Alert for your portal

Click here for problem analysis check, EWA report, or the even more detailed download data

Check relevance of the alert at Open Alerts (= alert history)

© SAP AG 2007, 100

Service Level Management: Monitoring Functions

SystemsAvailabilityPerformanceHardware capacityConfiguration parameter changesErrorsDatabase space management

ApplicationsResponse time by business process stepsPerformance for dedicated transactionsUpdate errors for dedicated transactionsSoftware changesBackground job monitoring

InterfacesInterface errors

© SAP AG 2007, 101

Central System Administration Graphical View

Tasks to be performed

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© SAP AG 2007, 102

View All Defined and Scheduled Tasks by System

© SAP AG 2007, 103

Navigate to Satellite Systems to Perform Tasks

© SAP AG 2007, 104

Solution Manager Diagnostics for SAP NetWeaver

SAP respects the different roles required to run an SAP solution!

SAP CUSTOMERSAP CUSTOMERSAP SUPPORT

SAP System

Solution ManagerDiagnostics

SAP NetWeaverAdministration Tools Solution Landscape

safe

noaccess

Operator/AdministratorDay-to-day operationsTarget group:Outsourcer or Customer Operators

Second-Level Support/Expert SupportResolves alerts and incidentsin the productive landscapeTarget group:Customer Competence Centers, Partners, or SAP

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© SAP AG 2007, 105

SAP Solution Manager 4.0 — Architecture and Functions

SAP Solution Manager 4.0

J2EE Stack ABAP Stack

Command Consoles (OS, File System, SQL, J2EE)

SAP Monitoring Infrastructure

Wily IntroscopeEnterpriseManager

MercuryLoad

Generator

Third-Party Tools

File System Browser

Analysis (Thread Dump, HTTP)

Log Display

Portal Activity Reporting

Remote DB Monitoring

Remote OS Monitoring

Alert Monitoring

Software Change Reporting

Configuration and File Reporting, Comparisons

© SAP AG 2007, 106

Wily Introscope

What is WilyTech Introscope?“Introscope is a performance management solution that enables you to monitor complex Web applications in production environments 24x7”(www.wilytech.com).

SAP Solution Manager 4.0 includes a license of CA’s WilyTech Introscope for SAP-delivered instrumentation and dashboardsTo be licensed at Wily:

Customer’s own dashboardsCustomer’s own instrumentationWily-delivered dashboards and instrumentation (“Powerpacks”)

Why WilyTech Introscope?SAP Solution Manager relies on Introscope to do root-cause analysis of performance problems and permanent monitoring for non-ABAP applications

Provides dynamic instrumentation of code – BCI (Byte-Code Instrumentation) technologyOpen for support of non-SAP applicationsStrong commitment by CA Wily and SAP for intensive technology partnership

© SAP AG 2007, 107

Solution Manager Diagnostics View

LandscapeNavigation

DetailedNavigation

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© SAP AG 2007, 108

Solution Manager Diagnostics Integrated into the Service Desk Scenario

CustomerCustomer SAPSAP

Find Solution

6Provide Solution

2

Search for Solution

Customer’sSolution Database

1

ReportIncident

SAP SystemService Desk

End UserEnd User SolutionSupportSolutionSupport


SAP Note DatabaseService Products

Best Practices

Provide Solution

SAP SupportSAP Support4Forward Problem

SolutionManager

Diagnostics

3Perform Root Cause

Analysis

Perform Root Cause Analysis

5

© SAP AG 2007, 109



© SAP AG 2007, 110












COREBUSINESS

PROCESSES

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© SAP AG 2007, 111

The SAP Solution Manager Service Desk

Full-feature message application!Directly integrated with SAP Active Global SupportEnd users can create messages from within any SAP system or from a browserAll SAP system data and context is collected automatically!Internal billing and controlling possibleAdvanced reportingCustomer Solution DatabaseIC WebClient capable as of Q3 2006Third-party integration

© SAP AG 2007, 112

End-to-End Incident Management

SAP SupportSAP Support

CustomerCustomer SAPSAP

Provides Solution Finds Solution

or

3

Forwards Problem

Provides Solution

4Provides Solution

2

Searches for Solution

Customer'sSolution Database

SAP Note DatabaseService Products

Best Practices

1

ReportIncident

SAP System

Service Desk

End UserEnd User SolutionSupportSolutionSupport


© SAP AG 2007, 113

New User Interface — Interaction Center Web Client

Actions available

Business Partners involved

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© SAP AG 2007, 114

You Record a New Issue in Issue Management

As this can have different reasons, an Issue is created in SAP Solution Manager to document the situation

This documents incidents in the form of an Issue

© SAP AG 2007, 115

Context Information Is Added, If Needed

Additional context information is added via a connection to the system and Business Processin question

© SAP AG 2007, 116

A Support Message Is Created, Requesting SAP Assistance

List of subsequent messages

Creation of a message out of

the issue

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© SAP AG 2007, 117

You Collaborate with SAP via the Service Desk Portal

Imagine that, for example, one of the big reasons why the portal is slow is that we need a new browser version and adjustments to a few browser settings.It is reported in a Service Desk message as an incident. The incident can be processed collaboratively using the Service Desk in a Support Portal.

Message TextSAP NotesSolution Database (search with solution context)Attachments

Possibleactions

Message overviewSAP attributesSAP contextDocument flow

Business partners involved

© SAP AG 2007, 118

The Solution Is Determined

In this case, SAP has determined that the bad performance is being caused by the browser, as well as by the network. SAP recommends that the customer:• Update the browser and/or hardware (purchase of additional CPU)• Expand network bandwidth (causes timeouts) and lower HTTP redirects (fewer routers)

Assignment of Change Requests to Issues

© SAP AG 2007, 119

Tasks Track Open and Completed “To-Dos”

Tasks track open and completed “to-dos” associated with the Issue

Tasks are created out of issues, and their workflowis documented

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© SAP AG 2007, 120

Management Can See the Status of Issues at All Times

• Quick status overview • Assignment to messages, experts, services, tasks• Central and up-to-date documentation• Issue reporting

An issue is the connection to documentation and processing of problems. Therefore, all actions (messages, experts, services, change requests, tasks) are continuously connected, and are traceable.

© SAP AG 2007, 121

Issue and Top Issue List

© SAP AG 2007, 122

Data Sources of Context Data

The context data you can send to SAP has data sources in different SAP Solution Manager tools. Tight integration between the tools makes it possible to maintain information only once, but reuse, select, or summarize it in the toolset as needed.

Information: Project Maintenance: Project Administration Transaction: Solar_Admin

Information: Scenarios, Business ProcessesMaintenance: Blueprint, Configuration,

Solution DirectoryTransactions: Solar01; Solar02;

Solman_directory

Information: Solution, SystemsMaintenance: System Maintenance Transaction: SMSY

Information: MessagesMaintenance: Service DeskTransaction: crm_dno_monitor

Information: Change RequestsMaintenance: Change Request ManagementTransaction: crm_dno_monitor

Information: ServicesMaintenance: Service PlanTransaction: Solution_Manager

Integration Example: Issue Management

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© SAP AG 2007, 123

Technical Integration for Third-Party Help Desks

Bi-directional interface for exchange of problem messagesOpen interface, independent of existing third-party help desk applicationsBased on Web servicesAligned with existing standards for message exchange (e.g., SOAP)

Solution ManagerSAP Support

SAP Customer

Service Desk

RFC

External Help Desk

SOAP/HTTP

Web Services

SAP Application

RFC

MessageMessageMessage

Web Services

© SAP AG 2007, 124



© SAP AG 2007, 125

Optimization requirementsProvide transparency on real IT costsProvide all necessary IT information to integrate new acquisitions as fast as possibleEnable proactive optimization and root cause analysisDiagnose problems and trigger their remediationOptimize IT Governance through best practices change request management processes

Customer situationMissing transparency on real IT cost driversMergers and acquisitions are constantly placing new demands on IT solutionsReactive problem solving isstandard practiceRoot cause of problems is often not analyzedInsufficient audit trail for changes

Application Manage-

ment

Requirements for IT Optimization

Ensure Proactive Problem Solving And Constant Optimization

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© SAP AG 2007, 126

SAP Solution Manager Optimization — Objectives

Ensure permanent and customer-specific access to SAP’sservice offerings

Diagnose problems and trigger their remediation

Manage software changes transparently

Optimize IT Governance through best practices change request management processes

Application Manage-

ment

© SAP AG 2007, 127

Change Request Management

An effective application management is key for companies to stay ahead of competition

SAP’s scope of application management includes all types of application changes

Emergency corrections Periodic maintenance Business process changes, implementation, and upgrade projects

Change Request Management strengthens the strategy of SAP Solution Manager as SAP’s application management platform which

Ensures reliabilityReduces Total Cost of Ownership and increases Total Solution ValueBridges the gap between business requirements and IT administration

© SAP AG 2007, 128


Change Request Management Overview

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

Transport scheduling

Transport tracking

Change LogisticsProject Management

Project planning and budgeting

Project documentation

Customizing and Development (Specifications)

Test management

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© SAP AG 2007, 129

Harmonization

Technical Structure of Change Request Management

SAP Solution Manager Project (Maintenance Project)

Urgent Corrections(Independent of Maintenance Cycle)

NormalCorrections

Harmonization

Maintenance Cycle (MC)

Harmonization

Development(w/o or w/ Release) Test Go-LiveEmergency

Correction

cProject

Test Messages(During Integration Test)

© SAP AG 2007, 130

Controlling Changes with Change Request Management

Hardware and software changes are controlled and monitored usingChange Request Management documents

Automatic assignment of transports to change requests

© SAP AG 2007, 131

Implementation of the Solution Is Scheduled and Tracked

Hardware and software changes are controlled and monitored using the Change Request Management Task list

Central navigation to and monitoring of the relevant systems and functionality

An Administration message can be created during all phases of a project, and allows logon to any system that is part of the project

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© SAP AG 2007, 132

Better Handling of Customer Support Processes

Planning of maintenanceHotNewsSupport Packages and Stacks

Administration

Provide transparency

Display current level and recommended level

Approve and download

Import

Test

Release to production

© SAP AG 2007, 133

Example: HotNews Inbox

Select HotNews

Select HotNews and perform classification:Create Change RequestPostponeNot relevant

Display relevant HotNews for system Q4L

© SAP AG 2007, 134

Support Packages

Current Stack Information from SMSY

Comparison of support package level in source system vs. target system

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© SAP AG 2007, 135

Create Change Request to Implement Support Packages

© SAP AG 2007, 136

SAP Solution Manager Maintenance Optimizer

Support Packages (Stacks)Legal changes

AFFECTED SAP SOFTWARE PACKAGES

Mandatory for SAP Business Suite 2005 and beyondCan be used for all SAP applications

SAP SOLUTIONS AND RELEASES FOR WHICH THIS CHANGE IS VALID

SAP Solution Manager 4.0SAP downgrades a restricted version of the Maintenance Optimizer also to SAP Solution Manager 3.2

SAP SOLUTION MANAGER RELEASES THAT ARE NEEDED

4/2/2007 Maintenance Optimizer becomes only source for corrective software packages

TIMELINE

As of 4/2/2007, all corrective software packages for SAP NetWeaver 7.0 and beyond will ONLY be available via SAP Solution Manager’s Maintenance Optimizer

© SAP AG 2007, 137

Maintenance Planning

Complete Maintenance processTransparencyPlanning of maintenance and executionNotes, HotNewsSupport Package Stacks Process for Support Package

Stacks Process for Support Package

Stacks

Display current SP Level and recommended SP StackDisplay current SP Level and recommended SP Stack

Approve and download SP StacksApprove and download SP Stacks

Import SP StacksImport SP Stacks

Perform testsPerform tests

Release to productionRelease to production

Example: Support Package Stacks

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© SAP AG 2007, 138

Different Levels of Control



Enhanced Change and Transport System (CTS+)SAP System ABAP Stack

ABAP

Better Control

Better Control

Improved Documentation

Improved Documentation

Java .Net …

© SAP AG 2007, 139

Change and Transport System

Developer Studio

andNWDI

Developer Studio

andNWDI

Exchange Infrastructure

Integration Builder

Exchange Infrastructure

Integration Builder

ABAP Workbench

SE80

ABAP Workbench

SE80 DevelopmentLandscape

QualityLandscape

ProductionLandscape

QualityComponent n

QualityComponent n

QualityComponent 1

QualityComponent 1

ProductionComponent nProduction

Component n

ProductionComponent 1Production

Component 1

.

.

.

.

.

.

chec

k in

Transport Transport

Deploy Deploy

.sca

Enterprise Portal

Content Administrator

Enterprise Portal

Content Administrator

.epa

Manage Heterogeneous Development Environments

…(open Interface for

non-ABAP objects)

…(open Interface for

non-ABAP objects)

.tpz

© SAP AG 2007, 140

One-Transport Order to Enhance the Change and Transport System

ABAP change

Java change

…

ABAP change

Java change

…

One-Transport Order

Legend

logical transport route of non-ABAP objects

physical transport route of non-ABAP objects

check-in/check-out of non-ABAP objects

transport route of ABAP objects

ABAP Transport Controller

Non-ABAP

Virtual QAS Virtual PRD

Java DEV Java PRDJava QAS

SAP NetWeaver Application Server CTS+

Non-ABAPNon-ABAP

Transport of:SAP ABAP transport objectsSAP NetWeaver Portal objects SAP NetWeaver Development Infrastructure objectsObjects from SAP NetWeaver XI Interface for non-SAP applications

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© SAP AG 2007, 141

Web UI — New with SPS12

© SAP AG 2007, 142

TransportLandscapeCRM

TransportLandscapeEP

TransportLandscapeBI

TransportLandscapeERP

TransportLandscapePI

Development Landscape QALandscape

ProductionLandscape

DevelopmentEnvironment

SE80DS and DI

Portal ContentAdministrator

System

SAP ERP

SAP CRM

System

SAP ERP

SAP CRM

EnterprisePortal

System

SAP ERP

SAP CRM

EnterprisePortal

BI

EnterprisePortal

BI BI

ProcessIntegration

(XI)

ProcessIntegration

(XI)

ProcessIntegration

(XI)

DS and DI

SE80

SE80Integration

Builder

SE80DS and DI



Change Request Management in a Mixed ABAP/Java Landscape

© SAP AG 2007, 143



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© SAP AG 2007, 144












COREBUSINESS

PROCESSES

© SAP AG 2007, 145

New “Solution Reporting” Tab in Solution Manager 4.0

New tab for all solution reporting functionality, except for EarlyWatch and Service Level Reporting

New reporting functionality:• Service Reporting• Central System Administration Reporting• Availability Reporting• Service Desk Reporting• Change Request Management Reporting• Issue and Top Issue Reporting

© SAP AG 2007, 146

New “Solution Reporting” Tab in Solution Manager 4.0 (cont.)

EarlyWatch and Service Level Reporting are still under the Solution Monitoring tab, however

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© SAP AG 2007, 147

EWA Reporting in SAP Business Intelligence (BI)

BenefitsEnables customers with specific reporting needs or interest in history and detailed analysis, to build their own reporting in BI

E.g., more than one system, several KPIs, and several time intervals

Availability of detailed information about system parameters andapplication parametersSAP EarlyWatch Alert data provides a large data pool of KPIs and other information and will come together with the Solution Manager Landscape Data (SMSY) in BI for more than one system

© SAP AG 2007, 148

EWA Data Extraction — Specify Source System

EWA/BI Data Selection in SAP Solution Manager

© SAP AG 2007, 149

Service Level Reporting — Benefits of EWA Integration

Additional functionality regarding EWATransports (objects, programs, tables → Table E070)Average response times of self-defined transactionsAggregated alerts out of Business Process Monitoring (background job reporting possible)Trend analysis regarding:

System activityResponse timeSystem operationHardware (CPU Load Application Server and DB Server)

News with SAP Solution Manager 4.0Maintenance of thresholds for individual KPIsMonthly KPI Reporting

Report Type “Monthly” returns exact monthly data (used to be based on weekly data)Up to 12-month history for KPIs, in table and chart format

Integration of Central Performance History

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© SAP AG 2007, 150

Service Level Reporting — Customizing KPI Thresholds

© SAP AG 2007, 151

Service Level Reporting — Target Values

• KPIs without KPI targets are displayed with a blue dash ( )• Ratings with KPI targets are displayed as either red ( ) or green ( )

Example: Target values and their dependent rating.

© SAP AG 2007, 152

Service Level Reporting — KPI History with Target Values

Example: History for KPI “Avg. Response Time in Dialog Task”

Within target

Out of target

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© SAP AG 2007, 153

SL Reporting — Integration of Central Performance History

Activate/deactivate Central Performance History integration on the “Check Groups” tab, “Monitoring Objects from CCMS Central Performance History”

© SAP AG 2007, 154

What Is Service Reporting?

Service Reporting lets you create custom reports for solutions and systems for which you have maintained in transaction SMSY, and scheduled an SAP EarlyWatch Alert or GoingLive service

You can activate the pre-selected default values, or you can insert or add any other check tables from the SAP EarlyWatch Alert serviceThe results can be displayed in a tree or list view

You can also export the data and process it in Microsoft Excel

Once you have configured a report, you can save a variant in order to regenerate the report at any time, or run it in the batch

© SAP AG 2007, 155

Service Reporting — Select a System

Selection of standard services

Selection of systems to be included

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© SAP AG 2007, 156

What Is System Availability Reporting?

Availability Reporting lets you create standardized, custom reports regarding the availability of solutions and systems

There is no 100% solution to measure technical and functional availability

Therefore, an administrator typically has to contact its customers to clarify those problemsAvailability reporting enables you to record those agreements in an efficient way

You can select and automatically insert the (technical) availability check from the SAP EarlyWatch Alert serviceThe results can be displayed in a list view

You can also export the data and process it in Microsoft Excel

Once you have configured a report, you can save a variant in order to regenerate the report at any time, or run it in the batch

© SAP AG 2007, 157

System Availability Reporting

Standard options (can be modified)

Standard reasons (can be modified)

© SAP AG 2007, 158

(Central) System Administration Reporting

System Administration reporting lets you create standardized, custom reports regarding the maintenance of your SAP systems

The reporting is based on the central system administration service sessions of your solutionDetermine systems and time periods to get a report on the dedicated LogBook entriesOnce you have configured a report, you can save a variant in order to regenerate the report at any time

Key content

Period and System SelectionSystem Administration Reporting

Tasks from Central System Administration Session, with and without comments

System Availability ReportingSystem Availability from SAP EarlyWatch AlertMaintained System Availability

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© SAP AG 2007, 159

System Administration Reporting — Results

Example report: Background reporting of Central System Administration

© SAP AG 2007, 160

Service Desk Reporting

Reports on Service Desk Messages assigned to a solution:Analysis Type (Business Partner, Status, Solution Information)Time IntervalSystem Data (System/IBase, Installation Number)Business PartnerMessage Attributes (Priority, Category, Component, Status, etc.)Grouping

Period (Weekly, Monthly, Annually, etc.)StatusComponentCategory

© SAP AG 2007, 161

Service Desk Reporting — Selection Screen

Selection Screen

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© SAP AG 2007, 162

Change Management Reporting — Overview

Reports on projects assigned to a solution, including:Transaction Data (Transaction Type SDCR, Status, etc.)Organizational Units (Partner Function, Sales Organization, etc.)Project information (ID, Type, Logical Component, Status, etc.)System DataMaintenance Units (Support Packages, Notes, etc.)Transport Requests (Request Owner, Status, etc.)Transport Objects (Name, Package, etc.)

© SAP AG 2007, 163

Change Management Reporting — Selection Screen

Selection Screen

© SAP AG 2007, 164

Issue and Top Issue Reporting

Reports on issues and top issues:Time IntervalStatusTransaction Attributes (Name, Subject, Transaction number, etc.)Context Information (Project, Process, etc.)Linked Objects

Recommended TasksService Desk MessagesExpertise-on-DemandChange RequestIssues

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© SAP AG 2007, 165

Issue and Top Issue Reporting — Results

© SAP AG 2007, 166



© SAP AG 2007, 167












COREBUSINESS

PROCESSES

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© SAP AG 2007, 168

Service Delivery

Service delivery in SAP Solution Manager:

Solution landscape and issues are retrieved by a service session

During service delivery, issues are resolved, but action plans are also created for newly detected issues

A final report is uploaded into SAP Solution Manager

© SAP AG 2007, 169

Services in SAP Solution Manager

Remote Services ... Are delivered by SAP experts who log onto customer’s SAP Solution Manager through a remote connectionInclude a documentation of results, procedures, and changes in Solution Manager, as well as a reporting

Onsite Services ...Are performed by SAP employees onsite with access to the SAP Solution Manager systemTake a customer’s individual business process and system landscape into accountProvide enhanced proactively/better transparency for customer when delivered with SAP Solution Manager

Self Services ... Are performed by customers themselves with SAP’s knowledgebase. The needed tools are integrated in SAP Solution Manager.Contain instructions on what to do and recommendations on what to optimizeOffer integrated report generation for better documentation

© SAP AG 2007, 170



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© SAP AG 2007, 171

The More Transparent the Solution, the More You Benefit!

All training information

All maintenanceactivities

All service planning, delivery, and

follow-up information

All business processesAll systems

All monitoring dataAll service level information

All test information

All customer development and functional enhancements

The entire documentation

All changeinformation

All incident and problem information

SAPSOLUTIONMANAGER

© SAP AG 2007, 172

Use optimized implementation tools and methodsEnsure smooth and secure go-liveUsage of integrated test scenariosReduce test and training effortUse integrated comprehensive (project) documentationImplement a solution based on SAP best practices and according to SAP implementation methods

Benefits:

Summary — SAP Solution Manager Benefits: Implementation

Don't Forget

© SAP AG 2007, 173

Summary — SAP Solution Manager Benefits: Operations

Provide a completely integrated service deskEnsure integration of service desk and change request managementEnable central system administrationOptimize solution monitoring including partner product transparency within the solution hierarchySupport integration of best of breed system management toolsEnsure stability of your solutions through EarlyWatch Alerts anddiagnostics

Benefits:

Don't Forget

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Summary — SAP Solution Manager Benefits: Optimization

Summary: Optimization

Implement best-in-class change request managementEnable constant innovation and optimizationIntegration of best-of-breed system management toolManage software changes transparentlyPrevent parallel/duplicate problem solving efforts

Benefits:

Don't Forget

© SAP AG 2007, 175

Implementing End-to-End Solution Operations Standards

InstallDiagnostics

(Root Cause Analysis)

Speak the same language

Set-up OneTransport Order

(Change ControlManagement)

Manage quality of deployments

across technologyand application

stacks and landscapes

Business Process Integration and

Automation

Make integration work safely andas automated

as possible

eSOA Readiness

The solution is maintainable and

upgradeable

SAP Standards for Solution OperationsSAP Standards for Solution Operations

Root Cause Analysis

System Administration

Incident Management

Change Control Management


Upgrade

eSOA Readiness

System Monitoring

BPM and Interface Monitoring


Job Scheduling Management

Transactional Consistency

Data Integrity

Minimum Documentation

Remote Supportability Exception Handling

Testing

End-to-End Solution Operations Starter Package

End-to-End Solution OperationsAdvanced Package

© SAP AG 2007, 176

End-to-End Data Consistency and Transparency

End-to-End Solution Operations reduce total cost of operations and guarantee …

Summary — End-to-End Solution Operations

End-to-End Business Process Performance

End-to-End Maintainability and Upgradeability

End-to-End Business Process Availability

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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, 178

Recommendations

1) Think ERP Lifecycles — not ERP Projects2) Focus on SAP CC/COE skills retention and development3) Use ITIL for formal Support processes4) Use Solution Manager as a key enabling tool5) A professional approach to Support will help you get

ready for ESA

End Users

BusinessSuper Users

IT Help Desk

Business Management Ownership

Infrastructure

SAPCompetence

Center

BestBestPracticePracticeSAP PlanSAP Plan

What you need to do:

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Upskilling Options for SAP Solution Manager

SAP NetWeaver Tools/SAP Solution Manager 4.0 —Implementation Tools

SMI310 – SAP Solution Manager Implementation and Upgrade of SAP Solutions

TZACC2 – Adaptive Computing Implementation with Adapting Computing Controller 1.0 SP8

Lifecycle Management — Customer SupportSM001 – SAP Solution Manager Overview

SM530 – ITIL with SAP Solution Manager

SM540 – SAP Solution Manager – Incident Management

SM550 – Change Request Management

USMX20 – Installation and Technical Configuration of SAP Solution Manager

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Upskilling Options for SAP Solution Manager (cont.)

Lifecycle Management — ImplementationNW001 – Technology Solutions Powered by SAP NetWeaverSAPNW – SAP NetWeaver – OverviewSM001 – Introduction to SAP Solution ManagerSMI210 – SAP Solution Manager Implementation MethodologySMI310 – SAP Solution Manager: Implementation Tools in DetailSM510 – SAP Solution Manager: Global RolloutSM520: Effective Knowledge Transfer with SAP Solution Manager

Lifecycle Management — OperationsNW001 – Technology Solutions Powered by SAP NetWeaverSAPNW – SAP NetWeaver – OverviewSM001 – Introduction to SAP Solution ManagerSM100 – SAP Solution Manager for Operations of SAP SolutionsSM530 – ITIL with SAP Solution ManagerSM540 – SAP Solution Manager: Incident ManagementSM550 – Change Request Management

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» German edition available since September 2006 ISBN 1-59229-091-4» English edition available since early 2007 ISBN 978-1-59229-091-8

Publication Related to SAP Solution Manager

Complete reference to SAP Solution Manager

Content:Concept of SAP Solution Manager and its strategic importance for application management and collaboration with a strong reference to ITILComprehensive approach to the complete portfolio along the lifecycle — all functions, tools, and processes, including third-party integration Detailed customer field-reports deliver insight into first-hand, practical experiencePowered by Solution Support

www.sap-press.com

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Publication Related to SAP Solution Manager (cont.)

Pocket Guide on SAP’s ITIL Adaptation

Content:Adaptation and enhancement for requirements of SAP operations according to the ITIL standard, particularly for Application Management Processes and Integration Processes between IT Service and Application ManagementSAP tools and services supporting the implementation of processesReference to the optimization of business management in the environment of SAP landscapes

» German edition available since March 2006 ISBN 3-89842-795-1» English edition available since April 2006 ISBN 1-59229-094-9

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7 Key Points to Take Home

SAP Solution Manager is part of your standard maintenance contractSAP Solution Manager applies a formalized approach to the entire solution lifecycleSAP Solution Manager enables efficient application management and collaboration with SAPSAP Solution Manager provides an efficient gateway to SAP supportSAP Solution Manager 4.0 reporting tools enable comprehensive reporting across several Solution Manager areasFlexible global template function decreases costSolution Manager provides full control and integration

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THANK YOU FORYOUR ATTENTION

Lorie BallbachNorth America PMO –

Methods and Tools Practice

[email protected]

John Krakowski, Jr.SAP Solution Manager

Regional Group

[email protected]

© SAP AG 2007, 185

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, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation.Oracle is a registered trademark of Oracle Corporation.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc.JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden.SAP, R/3, SAP, SAP, xApps, xApp, SAP NetWeaver, 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 in several other countries all over the world. 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.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.This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product 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.SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. 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.SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

Copyright 2007 SAP AG. All Rights Reserved.

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