ITM265_exercises_solutions.pdf

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TECHED 2013 ITM265 SERVICE CATALOG DESIGN WITH SOLUTION MANAGER 7.1 FINAL

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SERVICE CATALOG DESIGN WITH SAP

SOLUTION MANAGER 7.1

ITM265

Exercises / Solutions

David Birkenbach / SAP AGJohn Osburn / SAP AGS




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INTRODUCTION

SAP Solution Manager 7.1 SP10 has launched a new process within IT Service Management:Service Catalog Management and Service Order. In this session you take the role of an end userand select a service catalog to create a service order. This service order will contain three (3)

service products line items defined by the service catalog. In this session, we will use anotherprofessional end user role to approve one of these service products line items which will thencreate a follow on service request. In this service request, we will use the advanced taskmanagement capabilities by processing a guided procedure that contains tasks to be completed bythe processor of the service request to fulfill this request. You will get to know the fulfillmentprocess of the service order from a service catalog and service request from IT support processorsviewpoint.

PROCESS OVERVIEW




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BEFORE YOU START

USE THIS SPACE TO INFORM YOUR USERS ABOUT CERTAIN THINGS THEY HAVE TO KEEP IN MINDWHILE WORKING THROUGH YOUR EXERCISES.

Exercise Estimated Duration

1. Exercise Service Order Creation 10 minutes

2. Exercise Approve Service Order/ Create Service Request 10 minutes

3. Exercise Complete Service Request and Service Order 30 minutes




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EXERCISES

Service Order Creation

A Service Catalog can have one or more service products assigned to it. A

Service Order can be created from the selection of the Service via the Service

Catalog.

At the end of this exercise, you will be able to:

Create a Service Order by ordering via a selection from a Service Catalog.

Exercise 1: Service Order Creation Step: Screenshot

1. Double click on the entry the entryM83 [Public] SAP TechEd System

Information: In this exercise we use a user that has the SOLMANREQU business role already assigned via arole and the authorizations to create a service order.

Session A: User = ITM265A-##

Session B: User = ITM265B-##

## = Substitute the ## with the number defined on the monitor you are using.




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Step: Screenshot

2. Enter ITM265A-## or ITM265B-## -Substituting ## with the number onyour monitor in the User box.Confirm your entry by pressing the Tabkey.

3. Enter welcome inthe Password box. All lowercase.

Confirm your entry by pressing the Enterkey.




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Step: Screenshot

4. Continue by clickingon Continue button.

5. Enter /nsm_crm in the Transactionbox.Confirm your entry by pressing the Enterkey.

Information: In this next section you will create a new Service Order via catalog entry NEW_EMPLOYEE.




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Step: Screenshot

6. Click Service Catalog

.

7. Click to highlight line for ProductID NEW_EMPLOYEE.




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Step: Screenshot

8. Click Show Details .

This allows you to view additionalinformation related to your service whenrequired.

9. Click Close .

10. Click Order selected .

Information: The system determines your SoldtoParty business partner for this Service Order via a Contactrelationship defined for your partner and the SoldtoParty. Also, in the SoldToParty there is a EmployeeResponsible relationship defined that will assign the business partner required to approve this Service Order.




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Step: Screenshot

11. Enter *ITM265-00 New ServiceOrder in the Description box.

*This can be any short description youchoose.

12. Enter *Teched Service OrderITM265A-00 in the AdditionalInformation text box.

*This can be any long description youchoose.




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Step: Screenshot

13. Click Next .

14. Click Edit to fill out aquestionnaire that was configured for thisService Order of additional informationthat you would like to capture.




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Step: Screenshot

15. Select the* check box for desktopor laptop.

*Choose either Desktop or Laptop.

16. Select the * check box forOperating system required.

*Choose Mac or Windows.




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Step: Screenshot

17. Click to select the Role dropdown.

18. Select the entry

*Developer byclicking it.

*Choose any role.




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Step: Screenshot

19. Enter *Test Requirements in theAdditional Information and/orRequirements text box.

*Enter any text.

20. Click Save .




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Step: Screenshot

21. Click Back .

22. Click Next .

Information: In this next step we give you ability to review and correction any necessary information beforesending.




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Step: Screenshot

23. Click Confirm and Send

.

24. Record Transaction # saved herein message.

Service Order #:____________________________




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Step: Screenshot

25. View in this area newly createdtransaction

26. Click Log Off .

27. Click OK .

28. Click Close .




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Step: Screenshot

29. Click Close .

30. Click Yes .

You have just completed Exercise 1 and created your first Service Order.




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Approve Service Order/ Create Service Request

A Service Order can have multiple Service Product line items. This example

contains three Service Products with different categories: one for the Material

(Laptop), one for the License (Software license) and one for the Component

(Request to Create User). An approval will be given on the CREATE_USER

product which will create a follow-on Service Request with the steps necessary

to Create the user.


Approve a Service Order Product line item to create the follow-on Service

Request.

Exercise 2: Approve Service Order/ Create ServiceRequest Step: Screenshot

31. Double click on the entry the entryM83 [Public] SAP TechEd System




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Step: Screenshot

Information: In this exercise we use a user that has the SOLMANPRO business role already assigned via a roleand the authorizations to approve a Service Order and create a Service Request.

Session A: User = ITM265AX-##

Session B: User = ITM265BX-##

## = Substitute the ## with the number defined on the monitor you are using.

32. Enter ITM265AX-## or ITM265BX-## - Substituting ## with the numberon your monitor in the User box.

Confirm your entry by pressing the Tabkey.

33. Enter in the Password box.Confirm your entry by pressing the Enterkey.




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Step: Screenshot

34. Continue by clickingon Continue button.

35. Enter /nsm_crm in the Transactionbox.Confirm your entry by pressing the Enterkey.




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Step: Screenshot

36. Click the to open a drop-downlist.

37. Select the entry Service

Orders byclicking it.




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Step: Screenshot

38. Scroll by clicking the scroll button .

39. Click next to the Service OrderCreated in the previous exercise.




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Step: Screenshot

40. Click 8000000427 theService Order created in the exercise.

41. Click Edit .




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Step: Screenshot

Information: In this next section you will approve the line item for Product ID CREATE_USER. This will create afollow-on Service Request.

42. Click on the line on Product IDCREATE_USER.

43. Click on Status for CreateDomain User (CREATE_USER).




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Step: Screenshot


Approved byclicking it.

45. Click Save .




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Step: Screenshot

46. Click in the area below the scrollbar to scroll down.

47. Click on Transaction History toexpand this section




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Step: Screenshot

Information: This is the follow on Service Request when approving the CREATE_USER line item.

48. Click 7000000083 on the

Service Request created.

The Service Request is shown,

You have just completed Exercise 2 and approve your first Service Order and created the follow onService Request.




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Complete Service Request and Service Order

A Service Request can have a guided procedure automatically determined

based on a rule set. This guided procedure can be released to create advanced

task based on the steps of the guided procedure. In these tasks, work

instructions can be included and there is ability to record time based on work

performed. When a Service Request is completed it can update the status of the

Service Order line item to Delivered. Once all Service Order line items are

Delivered the Service Order is Completed.


Release a Guided Procedure to create advanced tasks and complete those

tasks.

Complete a Service Request.

Complete a Service Order.

Exercise 3: Complete Service Request and Service

Order Step: Screenshot

49. Click Edit .

50. Click on the Status.




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Step: Screenshot

51. Select the entry InProcess

by clicking it.


Information: This next step releases the Guided Procedure to create the advanced tasks.




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Step: Screenshot

53. Click Release Procedure forProcessing

.

54. Click Yes .




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Step: Screenshot


Information: In this next section, you will complete these three advanced tasks.

56. Click next to first Task ID.




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Step: Screenshot

57. Click 8000000205 . nextto Task ID.

58. Click New User Setup Procedures

.




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Step: Screenshot

59. Click Edit on the GuidedProcedure.

60. Select the entry by clicking it.

61. Click Display to reviewdocumentation.




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Step: Screenshot

62. After reviewing documentation, Click

Cancel to return.

63. Click Open URL .

64. Click the Close .




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Step: Screenshot

65. Clicking the opens a drop-downlist.

66. Click the entry

Performed forthe Execution Status.

Information: When you complete the guided procedure step and it is linked to a task it will allow to close the taskas well.

67. Click on New Status opens adrop-down list.




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Step: Screenshot

68. Click the entry

Completed to select it.

69. Click OK .




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Step: Screenshot

70. Review the Status on the task.

71. Click Close .

72. Click Back .




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Step: Screenshot

73. Click on the second Task ID

8000000206 .

74. Click Edit .




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Step: Screenshot


76. Click to expandthe section.




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Step: Screenshot

77. Click Add to add new entry.





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Step: Screenshot

79. Enter 30 in the Time Spent box.

80. Drop on Minute .




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Step: Screenshot

81. Click Save .

82. Click in the area above the scrollbar to scroll up.

83. Click Confirm .




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Step: Screenshot

84. Click Yes .

85. Click the Back to Previous Page toopen a drop-down list.




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Step: Screenshot

86. Click on the third Task ID entry

8000000207 .

87. Click Edit .

Information: In this step we will just to Confirm the Task to complete all the tasks associated to this ServiceRequest.




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Step: Screenshot

88. Click Confirm .

89. Click Yes .

90. Click Back .

91. Click in the area above the scroll

bar to scroll up.




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Step: Screenshot

92. Click Edit .

93. Click the to open a drop-downlist.

Information: When the Service Request is Completed then the status of the Service Order line item is setDelivered.




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Step: Screenshot

94. Select the entry RequestCompleted

by clicking it.

95. Click Save .




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Step: Screenshot


97. Click Related Transactions toexpand.




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Step: Screenshot

98. Click Transaction ID

8000000427 based on theService Order created in exercise.

99. Click Edit .

100. Click in the area above the scrollbar to scroll up.

Information: In the next section all the other Service Order line items will be set to Delivered manually toComplete the Service Order.




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Step: Screenshot

101. Click .on lineNEW_EMPLOYEE.

102. Click Status dropdown for NewEmployee line




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Step: Screenshot


Delivered byclicking it.

104. Click . on BASIC_LAPTOP.




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Step: Screenshot

105. Click Status dropdown byBasic Laptop.






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Step: Screenshot

107. Click . on WIN_7_PRO.

108. Click Status dropdown onWindows 7 Pro.




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Step: Screenshot



110. Verify the Status is Completed.

111. Click Save .




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Step: Screenshot

112. Click Log Off .

113. Click OK .

114. Click Close .

115. Click Close .




Step: Screenshot

116. Click Yes .

You have just completed the FINAL Exercise 3 and Completed your first Service Order and ServiceRequest.

Documents

ITM265_exercises_solutions.pdf