DAY+1+-+EGI+-+ITSM+-+SP12

Expert Guided Implementation

Incident and Problem Management (ITSM) DAY 1

Marco Alday

August 10th, 2015 71SP12

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


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A Brief on SAP Connect

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‘Training on the Job’ at its Best

Training, Practical Experience, Remote Consulting

Day 1 Day 2 Day 3 Day 4

SAP expert explains step-by-step

configuration using training materials

and training system.

Execution, 2-3 hours on the same day

Participants have direct access to

an SAP expert who directly supports

them remotely, if necessary, during

the execution.

Empowering, Web session, 1-2 hours each morning

Participants execute demonstrated steps

within their own project, on their own

SAP Solution Manager software.

Expertise on demand, during execution

Day 5


Phases of Expert Guided Implementation

Define the goal

you would like to

reach and plan the

necessary project

steps.

Review the expert

guided

implementation

calendar to identify

your topics and

fitting time slots to

receive SAP expert

support for your

planned execution

steps.

Prepare the

execution supported

to your expert

guided

implementation.

Fulfill the technical

prerequisites and

assign the right

people with

sufficient time to

execution.

Execute the defined

activities in the

planned time frame.

During this phase,

the SAP expert is

available to answer

questions and to

provide the

necessary

knowledge to ensure

smooth execution.

Execute necessary

follow up steps

according to your

project plan, like

rollout of results from

execution phase.

Plan Chose Follow up Execute Prepare

Each Expert Guided Implementation should be treated as a project

The project should have a clear outcome, a configured ITSM scenario or

the ability to deliver a self service report by the end of this



Necessary technical Prerequisites

Incident and Problem Management (ITSM)

Technical prerequisites Installation of SAP Solution Manager 7.1 (recommended SP12)

System preparation is performed

Basic configuration is performed

Managed system configuration is performed

Implementation from latest version of Solution Manager 7.1 SP12

Master Correction SAP Note 1969109)

SAP Solution Manager has connection to SAP Network via RFC

SAPOSS (OSS1 maintained)

S-User in SAP Marketplace with necessary authorization for

message processing

For remote support a R/3 support connection and HTTP

connection is required

Secure Area access to maintain logon information for Solution

Manager System

Optional: installed TREX instance for full text search (Incidents,

Problems and Knowledge Articles)

Orchestrate your Solution

SAP Solution Manager


SAP Solution Manager – Orchestrate your Solution 1/2


Manage IT Service

Incidents

Problems

Service requests

Requests for change

Run SAP like a Factory Application Lifecycle Management

Manage software production

Business process documentation

Templates – combine efficiency of

global business processes with

local flexibility Implementation

guides for EhP&releases

Manage business requirements

Business demand of

stakeholders

IT Project portfolio and resources

Time recording of all of IT

IT project management

Manage tests

Central test organization and

reporting

Only test what you need to test

Automate your regression test

Test data management

Control change

Transports for SAP and non SAP

Downgrade protection and object

lock

Dual landscape retrofit

Flexible assembly of releases

Sign off workflow and phase

control

Ensure results of Lines of

Business

Business process analytics

Business process monitoring

24x7 job control

Data consistency

Keep IT on top of operations

Technical analytics

Technical monitoring and

alerting

Root cause analysis

Data volume management

Technical administration

Maintain the IT landscape

Near-zero downtime

updates

Custom code reduction and

maintainability

Security of SAP solutions

Mergers and carve outs

Integration

Validation

Single Source of Truth

SAP Solution Manager – Orchestrate your Solution 2/2

Single Source of Truth

Single

Source

of Truth

Require-

ments

Design

Deploy

Build

& Test

Optimize

Operate

Validate non functional requirements

such as operability, performance, data consistency

Agenda Topics & Goals of all Sessions which will be presented during this EGI


Expert Guided Implementation for ITSM

Agenda

Day 1 Day 2 Day 3 Day 4 Day 5

Empowering lesson SAP expert explains the

planned ITSM scenario

and shows fulfillment of

prerequisites. (Web session, 2 hours in the morning)

Empowering lesson Expert shows step-by-step

basic setup of

IT Service Management. (Web session, 2 hours in the morning)

Empowering lesson Expert explains the

configured Incident &

Problem Management

Process. (Web session, 2 hours in the morning)

Empowering lesson Experts shows step-by-

step advanced

configuration of IT Service

Management. (Web session, 2 hours in the morning)

Empowering lesson SAP expert shows good

practice for scenario and

additional topics. (Web session, 2 hours in the morning)

Execution by

customer Check if prerequisites for

IT Service Management

are fulfilled and start with

standard configuration. (Remote support in the afternoon)

Execution by

customer Complete standard

configuration for ITSM. (Remote support in the afternoon)

Execution by

customer Perform completed IT

Service Management

process. (Remote support in the afternoon)

Milestone Basic ITSM Scenario is

ready to use

Execution by

customer Start with advanced ITSM

configuration. (Remote support in the afternoon)

Execution by

customer Complete advanced ITSM

configuration.

Perform Incident

monitoring & reporting. (Remote support in the afternoon)

Final goal Advanced ITSM Scenario

is ready to use

Goal of the day

ITSM with SAP Solution

Manager 7.1

Complete Checks of

Prerequisites

Perform ITSM Standard

Configuration Part 1

Goal of the day

Perform ITSM Standard

Configuration Part 2

Create ITSM Template

User

Adjust Multilevel

Categorization

Goal of the day

Master Data

Management

Administrative Tasks

Organizational Model

ITSM Process Demo

Goal of the day

Maintain Solution

Categories

SLA Management

Functionality

Transaction Type

Customizing

Setup E-Mail

Notification

Goal of the day

WEB UI Configuration

Home Widgets

Substitution

ITSM Analytics


Expert Guided Implementation for ITSM

Additional Advices on Slides

On the top right corner additional information are

displayed concerning the actual slide/activity/topic

manual activity

automatic activity

optional

Activity can be performed automatically.

Default parameters are set in this

configuration step.

Activity has to be performed manually.

In most cases more than one activity has to

be performed.

Information has to be entered.

Optional step which is not relevant for the

basic ITSM scenario.

Required according to your business needs.

Additional information/explanation is

provided according to the current topic.


EGI Scenario Implementation

Solution Manager System

EGI Scenario

Implementation

GoLive Perform Test

Cases

EGI Scenario

Implementation

Development

Sandbox

Production

Option A

Option B

Test

Don‘t start with your Implementation in

your production Solution Manager directly

SP 10

SP 10


Day 1

Overview

IT Service Management on SAP Solution Manager

Solution Manager Setup

Check Prerequisites – Step 1

Check Sol. Mgr. Central Correction Note

Check Piece List Activation

Check Connection To SAP Backbone

Check BW System Configuration

Check LMDB Configuration

Check Background Jobs

Check Service Activation

Check and Correct Number Range Intervals

Check IBase Component Creation

Agenda


Day 1

Perform Standard Configuration Part I

Configure Manually – Step 2.1

Copy Transaction Type

Define Copy Control

Specify Mapping Rules

Define Proposals for Related Transaction

Adapt Factory Calendar

Enable Switches

Maintain SAP Customer Number

Maintain Transaction Types – Step 2.2

Incident Transaction Type

Problem Transaction Type

Agenda

Incident and Problem Management (IT Service Management)

Overview


Day 1

Overview













Agenda


SAP Solution Manager verified for ITIL® Service Lifecycle

SAP Solution Manager is external

verified to support processes in all ITIL

Service lifecycle phases

Currently SAP Solution Manager is the

only IT Management tool in the market

that owns the ITIL v2011 edition

certificate for all 15 processes that can

be certified

Management of IT services according to

ITIL is integrated in the scenarios of

Build- and Run SAP like a factory

The core ITIL best practice processes

are delivered out of the box in SAP

Solution Manager


Integrated IT Service Management &

Application Lifecycle Management

SAP Solution Manager integrates Application Lifecycle Management &

IT Service Management processes on a single platform.

CRM 7.01

SAP Solution

Manager 7.0

ITSM

ALM

SAP

Solution Manager 7.1 (with full SAP CRM Stack &

powerful BW Analytics)

Business

Warehouse 7.0



Integrated IT Support Processes

IT Service Management

Application Lifecycle Management

Monitoring &

Alerting

Incident

Management

Root Cause

Analysis

Problem

Management

Impact

Analysis

Change

Management

Test

Management

Deployment

Management

Knowledge

Management


Highlights Incident Management

Related searches based on Categorization

Multiple inbound channels through ALM integration

Flexible UI enhancements

(Auto) Dispatch to Support Teams based on end user data, system

data or categorization

Highlights Problem Management

Combine multiple Incidents with same cause & lock related Incidents

Deep investigation of issues with Impact & Root Cause Analysis

Forward Problem messages to SAP AGS

Create Tasks, Knowledge Articles or Request for Changes as follow-up

Incident & Problem Management

Best Practice Process

Create

Incident record Analysis

Search

solutions

& Dispatch

Lock related

Incidents

Deep issue

investigation

Provide solution

& Update

Incident(s)

Handover to

Problem

Management

Create

Problem

record

Create

Notifications

Handover to

Change

Management

Business User IT Support

1st Level

IT Support

2nd Level

Create

Request

for

Change

Create

Tasks

Create

Knowledge

Article

Incident Management

IT Experts

Knowledge Management

Change Management

Problem Management


Demo: Full ITSM Process


Live Demo



Required Activities for IT Service Management

System

Preparation

Basic

Configuration

Managed

System

Configuration

Prepares the system for the configuration

Needs to be performed fully after a new installation

After upgrades it is required to update dialog & system users as

well as assign the appropriate default roles and to implement the

appropriate Central Correction SAP Note

Configures the basic scenarios in SAP Solution Manager

(like Early Watch Alerts, Maintenance Optimizer, …)

Needs to be performed after new installation and after an

upgrade to perform delta configuration

Overview screen informs you which configuration needs to be

updated

Connection & configuration of Managed Systems

Creation of Logical Components for Managed Systems (via LMDB)


Day 1

Overview













Agenda



General Information

With SAP Solution Manager SP 5 the configuration of IT Service Management moved

completely to the Solution Manager Configuration: SOLMAN_SETUP

Guided Procedure: Main steps Sub steps Activities

Help section & documentation for every step

Annotation capabilities



Structure

Navigation

Guided procedure with all steps

for dedicated configuration

Help Section

Provides detailed information to

each step, such as what needs

to be done and what will

happen in background

Activities

Lists all single activities during

each step along with

documentation for IMG activity

Log

Shows detailed logs per activity

Beside Solution Manager basic configuration, specific configuration for ALM capabilities like

IT Service Management or Change Request Management are available at SOLMAN_SETUP.



Personalize SAP GUI Setting

Open transaction SOLMAN_SETUP

and click on button ‘Personalize’

in the right-top corner.

Enable ‘SAP GUI For Windows’

as application environment.

Thus, the GUI of your system will look

similar to the EGI training material

manual activity


Solution Manager Setup Overview

Execution and Status

To perform activities switch to ‘Edit’ mode and use function ‘Execute’ in case of automatic

activities or ‘Start’ for manual ones.

Execution Status

The status of manual activities

should be set manually for

documentation purposes.

Status

A green status icon

will be displayed, if

an activity has been

performed correctly.

Updates Needed

After SP Upgrade

necessary activities

are marked.

Type

Mandatory activities

have to be performed.

Comment

Deposit required

information.


Check Prerequisites


Day 1

Overview













Agenda



1. Check Central Correction Note

In this automatic activity, you can

check if the central correction note

has been implemented in the

system.

This note has to be implemented

during the System Preparation.

Please ensure that the newest

version is implemented to

guarantee proper working of your

IT Service Management.

automatic activity


Day 1

Overview













Agenda



2. Check Piece List Activation

In this automatic activity, you can

check if the Piece List has been

activated successfully.

The Piece List with the standard SAP customizing must be activated during the

Basic Configuration scenario. As the Basic Configuration is part of the ITSM

Prerequisites this step should be performed successfully.

automatic activity

The Piece List contains the default configuration for IT Service Management.


Day 1

Overview













Agenda



3. Check Connection to SAP Backbone

automatic activity

In this automatic step you can check if the RFC destinations SAP-OSS &

SAP-OSS-LIST-O01 are working correctly.

SAP-OSS

Send a message to SAP

SAP-OSS-LIST-O01

Synchronize message with SAP AGS

SP 10


Day 1

Overview













Agenda



4. Check BW System Configuration 1/3

In this automatic activity, you check if the BW system configuration, which

was done during the Basic Setup of SAP Solution Manager,

has been completed successfully.

Following BW checks will be

made by the system depending

on used BW System

Configuration:

Activation

Service User

RFC destinations

Specify User & Connectivity Data step have been executed successfully

automatic activity




Same Client

Separate BW Client

Option A

Option B

SM 200

SM 300

SM 200

Client 200 is scenario client and BW client

SAP recommendation

Solution Manager client 200 is scenario client

Solution Manager client 300 is BW client

Additional BW User and RFC connection for

BW Client is necessary

SP 10

SP 10




SM 200

BW 700

Solution Manager client 200 is scenario client

Business Intelligence is BW system with client 200

Additional BW user and RFC connection for System /

client is necessary

SP 10

Separate BW System Option C


Day 1

Overview













Agenda



5. Check LMDB Configuration

Please check within this step, if the

full content synchronization

between SLD and LMDB has been

finished – as a Prerequisite done

during System Preparation.

The Landscape Management Database (LMDB) synchronizes with the System

Landscape Directory (SLD) to collect the following information from the system

landscape:

SAP Software Catalog (CR content)

CIM Model

Technical system landscape descriptions

automatic activity


Day 1

Overview













Agenda



6. Check Background Jobs

In this automatic activity, you can check if the following jobs are running:

REFRESH_ADMIN_DATA_FROM_SUPPORT

SM:GET CSN COMPONENTS

SM:LONG FILE EXT DOWNLOAD

Recommendation:

You should create the background jobs in the Basic Configuration (Step 5) with

the user that you created in the IMG activity User for Background Job.

automatic activity


Day 1

Overview













Agenda



7. Check Service Activation

Check in this step if the ITSM relevant SICF Services for Web Dynpro & BSP

applications, that you require for all scenarios in SAP Solution Manager, have

been activated during Basic Configuration of SAP Solution Manager (Step 5)

If this check could not be performed correctly, please run the

following reports via Basic Configuration (Step 5)

Activate Services Start Transaction again:

automatic activity

WEB DYNPRO ABAP

SM_BASIC_SETTINGS

SM_BASIC_SETTINGS_2

SM_CRM_UI

SM_MONITORING

SM_CROSS_SCENARIO

SM_JOB_SCHEDULING


Day 1

Overview













Agenda



8. Check and Correct Number Range Intervals

In this automatic activity, you are checking the existence of number range

intervals for the number range objects needed for Incidents and Problems.

Following objects are checked and corrected

if necessary:

CRM_INCDNT Incident

CRM_PROBLM Problem

If no number range interval exists for one of these objects, the system will

automatically create a number range interval '01' with from number = 8000000000

and to number = 8999999999.

automatic activity


Day 1

Overview













Agenda



9. Check IBase component creation

This automatic activity checks if the activities in the step

Basic Configuration Maintain Systems in IBase have been executed.

CI Configuration Item

With transaction IB51 you check the

availability of IBase objects for SAP Systems.

SAP Systems

CRM

ERP

CI

CI

CI

IBase

Text

Object

automatic activity


ITSM Prerequisites Check

Basic Configuration for ITSM Step 1 – General Check

After a successful run of all prerequisites checks the set up of SAP Solution Manager

IT Service Management is ready to start

All checks have been performed successfully (Green Rating)


Perform Standard

Configuration - Part I


Perform Standard Configuration – Step 2

General Information

The standard configuration of IT Service Management will be performed within

step 2. This step contains several sub steps. A sub step contains several

activities. Some activities within a sub step are optional. They are highlighted

especially on the slide.

The overall state of step 2 with all related sub steps is shown in the table ‚Steps‘


Day 1




Define Copy Control




Enable Switches


Agenda



1. Copy Transaction Type 1/2

What does a Transaction Type mean?

ITSM processes are technically based on transaction types. Each process has its

own transaction type. Transaction types represent a set of different configuration

settings. This set of configuration settings represent information and functions

within a process (e.g. defined workflow, actions, partner functions).

Before you start with customizing, copy the required transaction type

and the related profiles into your customer namespace

manual activity



1. Copy Transaction Type 2/2

Press ‘Start Transaction’:

1. Enter the source transaction type SMIN and target transaction type ZMIN

2. Enter the names for corresponding Z*-profiles

3. Perform copy action also for SMPR to ZMPR

Run in

Test Mode

1

4

3

2

manual activity

5


Day 1




Define Copy Control




Enable Switches


Agenda



2. Define Copy Control 1/3

After copying the Transaction Types, the entries for creation of follow-up

documents have to be adapted.

This means to define the source and target Transaction Types e.g. if it should be

possible for an user to create a Problem out of an existing Incident.

manual activity








1. Mark the line: source is ZMIN target is SMPR

2. Press ‘Copy As’ button

3. Enter for source type ‘ZMIN’ and for target

type ‘ZMPR’

4. Press ‘Return’ button

manual activity


Day 1




Define Copy Control




Enable Switches


Agenda



3. Specify Mapping Rules 1/3

In this step you define which information should be copied during the Follow-Up

document creation.

Example: Priority, Category and Description are copied to the new document

manual activity










3. Enter for source type ZMIN and for target type ZMPR

4. Press ‘Return’ button Copy all

5. Adapt checkboxes according to your needs

manual activity


Day 1




Define Copy Control




Enable Switches


Agenda



4. Define Proposals for Related Transactions 1/3

In this Step, you define how the system determines the proposals it provides

from transactions to identify related transactions.

The system restricts the search to the defined settings to determine the

transactions to propose.

Example: ‘Find Related Problems’ or ‘Find Related Incidents’

manual activity










3. Enter for source type ZMIN and for target type ZMPR

4. Press ‘Return’ button Copy all

5. Create also entries for ZMPR to ZMIN

6. Adapt checkboxes according to your needs

manual activity


Day 1




Define Copy Control




Enable Switches


Agenda



5. Adapt Factory Calendar 1/2

For more information, see SAP Note 1529649

Factory calendars are used for various date calculations in the Incident, Problem

and Request Management.

Factory calendars are delivered from SAP with validity until 2010 in the standard.

Therefore, it might be necessary to extend the validity of the calendar.

manual activity



5. Adapt Factory Calendar 2/2


1. Select ‘Factory Calendar’ and press ‘Change’

2. Chose your calendar and press ‘Change’

3. Change parameter ‘Valid To Year ‘

manual activity

If an ‘Holiday Calendar’ is assigned to

your ‘Factory Calendar’ please maintain

its validity first


Day 1




Define Copy Control




Enable Switches


Agenda



6. Enable Switches for ITSM 1/2

In this activity, you can enable Switches which contain additional ITSM specific

functionalities.

Following Switches can be activated:

CRM_IC_CEBP: Checklists

CRM_SHSVC: Checklists / HTML Mail Forms

UI_FRW_1: CRM UI Enhancements

UI_FRW_1_DOCU: CRM UI Enhancements

CRM_KA_CI_2: Knowledge Article Content Preview

CRM_RMD: Usability of Rule Modeler

manual activity

optional



6. Enable Switches for ITSM 2/2


1. Press ‘Continue’

in security information

form

2. Search for the Switches

by pressing ‘STRG + F’

3. Mark checkbox

‘Planned Status’

for every Switch

4. Press

‘Activate Changes’

1

2

3

manual activity

optional


Day 1




Define Copy Control




Enable Switches


Agenda



7. Maintain SAP Customer Number 1/2

This step is responsible for maintaining your SAP customer number(s) to be able

to use the basic SAP Solution Manager functions.

manual activity



7. Maintain SAP Customer Number 2/2


1. Switch to ‘Edit Mode’

2. Press ‘New Entries’

3. Enter your SAP Customer Number

manual activity



How to get help

How to get help

Customer SAP Expert

During the execution part you have direct access to the Expert via telephone or

email to solve questions quickly. Please ensure that the R/3 support and HTTP

connections are open so that we can logon to your system.

[email protected]

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

Thank you

Contact information:

Marco Alday

SAP GSS – Senior ALM Consultant

[email protected]

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DAY+1+-+EGI+-+ITSM+-+SP12