ITM265.pdf

8/11/2019 ITM265.pdf

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David Birkenbach / ITSM Solution Management

Month 10, 2013

ITM265

Service Catalog Design with SAP Solution Mana

8/11/2019 ITM265.pdf


© 2013 SAP AG or an SAP affiliate company. All rights reserved.

Disclaimer

This presentation outlines our general product direction and should not be relied on

purchase decision. This presentation is not subject to your license agreement or anywith SAP. SAP has no obligation to pursue any course of business outlined in this pr

develop or release any functionality mentioned in this presentation. This presentation

strategy and possible future developments are subject to change and may be chang

time for any reason without notice. This document is provided without a warranty of a

express or implied, including but not limited to, the implied warranties of merchantab

particular purpose, or non-infringement. SAP assumes no responsibility for errors or

document, except if such damages were caused by SAP intentionally or grossly neg

8/11/2019 ITM265.pdf


ITSM News in SP10

8/11/2019 ITM265.pdf



Overview- new Features in ITSMMajor enhancements 7.1 Support Package 10

Custom fields in ITSM BW Templates

Enhanced Status schema

Email inbound inbox in Dispatcher Role

Service Catalog

My Messages Widgets

Issue Management integration

Substitution of Business Partners

Enhanced Task Management

Knowledge Article converting in pdf documents

Search usability improvements (attachments, new search attributes)

Single Point of Contact

CI Authorization via Org Modell & Extended BP Management with

LMDB integration

1 2 3 4

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New Features in ITSMService Provider enhancements in 7.1 Support Package 10

Plausibility check for business partner data entry

Enhanced SAP component selection

SAP Notes Assignment Block in Requester UI

Single sign-on using SAP Service Marketplace Certificate

End user widget for messages of own organization

Substitution function in message widgets.

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Custom fields in ITSM BW Templates

Multiple dummy fields in ITSM BW templatesavailable

10 fields of data typ CHARACTER (length: 60)

10 fields of data typ DATE (length: 60)

10 fields of data typ DECIMAL (length: 15)

Mapping with custom fields (e.g. new fields

created with AET-application enhancementtool) in IMG via a BADI

AI_CRM_IM_GENFIELDS_DEFAULT

Standard BADI already mapped with 5 Standard

Dummy fields from BTServiceH

Available in all ITSM templates: Overview, Incident,

Problems, etc.

Use standard ITSM BW templates to report on custom fields

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Enhanced Status schema

Substatus

Substatus Additional drill down field set a more detailed status

based on the main user status.

You use substatus, for example, to display the

different reasons of why a status is assigned.

You can define several substatus for each main

user status.

Status-Dependent Required Fields

Specify which UI fields are to be checked when you

change the user status of the incident. If the

selected fields are empty, an error message is sent,

and the user status is not changed

Prerequisite: Activated BAdI implementation

AI_CRM_IM_STATUS_CHECK_CHANGE

Status dependent fields and information have to be set before cont

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Email Inbound inbox in Dispatcher Role

Receive e-mails from end

users

Transfer e-mails into

incidents or service requests

Rejection of e-mails possible

Solutions will be provided via

e-mail automatically Replies from end user will be

attached to the existing IT

document due to an auto

tracking ID

Sear

mails t

Dispatcher Inbox for inbound e-mails and undispatched inciden

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My Messages Widgets

Selection of transaction types CHARM

Support messages ( SLFN)

Operations Task

Service Requests

Customizing for status Selection

Filter on Business Partner

Reporter

Processor

My Team

Substitution Maintenance

Receive a personalized quick overview about transactions in your resp

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Substitution of Business Partner

Who substitute for me Define one or more Business Partners as

substitute for me

Displays all my documents in the partners

Widget inbox

For whom I substitute

Define one or more Business Partners that I wantto substitute

Displays all documents of the partners in

myWidget inbox

Define a validity date range

Set authorizations to limit substitutions for

internal organizations only

Set colleagues as your substitutes to let them work on your documents whil

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Issue Management Integration

Create issues out of incidents Issues from the SAP Solution Manager

process Service delivery can be created in

Incidents

Create / Assign incidents out of

issues

Incidents can be one part of issue

resolution. Creation or assignment of

incidents in the issue process is possible.

Relationship is displayed in the

„Related sources“ assignment block

Summary of issue information

Direct navigation into issue processing UI

Create relationship between your ITSM incidents and SAP Service Deliv

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Knowledge Article

Auto convert Knowledge Article into pdf as

attachment

Via scheduling PPF action

SMIN_STD_ADD_KA_ATTACHMENT

Only released KAs will be converted

Makes Kas also visible in IT Incident Management

mobile app

Auto convert KA in pdf while sending an eMail

Integrated in Auto Email notification

If incident contains a KA, a pdf version of the KA will

attached to the eMail reply.

Action: SMIN_STD_MAIL_FORM

– Container value setting: ADD_KNOW_ART_TO_MAIL

= X

800235 -

Knowledge Article

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Single Point of Contact

A ‘Single Point of Contact’ business partner can be

entered, before forwarding the message, to ensure that a

single person remains responsible for the complete

lifecycle of the incident, no matter to which team or

support organization the message is forwarded to.

Assignment in „Involved Partner“ AB

– To display SPOC in Overview AB Mapping between

generic Partnerfunction and BP function

Single Pint of Contact (SPOC) keeps involved in the whole ifecycle of th

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CI Authorization via Org Modell & Extended BP Managem

LMDB integration

Restricted access to LMDB systems byauthorization and organization assignment

See all LMDB objects assigned to me directly…or

See all LMDB objects assigned to my

organization… or

See all LMDB objects

Assignment of Business Partners to LMDBobjects

Maintain responsible Business Partners in the

LMDB into the masterdata of the Configuration Item

masterdata

Responsibility and authorization of LMDB can be flexible contro

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Service Order Managemen

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Service Catalog Management Approach

SAP Solution Manager Solution:

The SAP CRM service (product) master data is us

catalog in SAP Solution Manager.

The SAP CRM Product Hierarchy is used to depict

framework for services in SAP Solution Manager

Set types are groups of service attributes that seman

e.g. Price. Set types appear as assignment blocks on

With set types you create customer-specific views business partners or target groups. Prevent certain c

certain services in the catalog.

General ITIL Approach

ITIL Service Catalog Management aims to ensure that a service c

produced and maintained, containing accurate information on a

services and those being prepared for operation. Service Catalogprovides vital information for all other Service Management proce

service details, current status, and interdependencies of serv

The service catalog is a database or structured document contain

about all live services, including those available for deployment.

Hardware

New

employee

Services

Create

UserPC

Email

Licences

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Service Order ManagementBest Practice Process

Service Request FullfillmentBusiness User

Select offered

ServiceSplit Service Order

(auto)Process ta

Auto

Dispatch to

Service

teams

Create

IT Service

Order

Request Fulfillm

Service Reque

Enhanced Tas

(Auto)Split in SubItems:

Service Request

Material requirement

License requirement

Services from Service

Catalog Management

Use multiple

inbound

channels.

Self Service

UI , Email,

Telephony

Approve

Service

Order

Use SAP

Workflow

Use Org

Managementand SAP

Business Rule

Framework

(BRF+)

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Service Order process

Predefined service order process

for any IT related items includes

several integration interfaces to

enhance the process

Integration in ERP / 3rd party

Material purchase

External Service Request

Pricing / Costing

Web Channel

Web Shop UI

License Management

Intellectual Property Management

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Service Catalog

Simplified Service Catalog in Enduser UI

Select from available Service products

Find detailed service information

Easy guided procedure to proces the service order

Service Order specific questionnaires

Service Delivery

Approval of Service Order

Service Order product could contain

– Service Request

– Material

– Licenses

Service Fulfillment

Integrated in Service Request Fulfillment process

New preconfigured process to enable Service ordering like product orderi

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Enhanced Task Management for Service Request Manag

Guided Procedures (GP)

Alternative feature tochecklists in Service Request

Determination via Rule policy

Predefined operations tasks

with responsibility owners

GP contains sequence,

descriptions, links,

transactions and logging

Define own guided procedures

based on SAP Solution

Manager´s Guided Procedure

Authoring environment

Transaction: GPA_ADMIN

Alternative Service Request Fulfillment with guided processe

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Thank You!

Contact information:

David Birkenbach

Senior Solution Manager

[email protected]

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Demo

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ExerciseWindows Login:

User: student

PW:Welcome13

Domain: FAIR

SAP Login:

User: itm265-xx

PW:welcome

8/11/2019 ITM265.pdf



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ITM265.pdf