Bridging The Gap: SAP Solution Manager To ServiceNow Integration

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Bridging The Gap: SAP Solution Manager To ServiceNow Integration

  1. 1. ALPHA SIRIUS INC. BRIDGING THE GAPSOLUTION MANGER TO SERVICE NOW  INTEGRATION
  2. 2. SOLUTION MANAGER AND SERVICE NOWSOLUTION MANAGER SERIVCE NOW• Standard Application Life Cycle  • Cloud‐based services that automate  Management tool from SAP enterprise IT operations• Covers all aspects of Application  • Focused on Business Process  Lifecycle, including design,  Management and IT process  implementation and efficient  consolidation management • Easy deployment with lower costs and • Integrates well into all SAP  enhanced efficiency components and systems • Limited or no‐customization to fit the • Covers some non‐SAP components company needs and process• Covered under SAP standard and  • Integrates service desk, change  Enterprise  Maintenance management and incident • Extendable to web based system management• Limited usage by SAP customers due  • Stand alone and does not integrate  to lack of knowledge, expertise and  into customers ERP and backend  understanding of the benefits systems
  3. 3. CUSTOMER CHALLENGES Large scale SAP customer have adopted other systems and tools for help desk and support Heavy investments have been made on other tools and difficult to sunset them Perception that Solution Manager works for ONLY SAP systems Limited knowledge and expertise of customers with SAP Solution Manager. Still considered as BASIS tool Would like to have one central systems for all of help desk, incident management and IT processes Limited Project Management and IT PMO functions in Solution Manager Adoption of SAP Solution Manager for NON-SAP systems Confusion of the licensing and implementation costs of Solution Manager Limited case studies from SAP on successful Solution Manager deployments
  4. 4. SOLUTION MANAGER TO SERVICE NOW INTEGRATION SERVICE NOW SAP PI SOLUTION MANAGER 1. Create Support  2. Message Data 3. Create Incident Message 4. Incident  Resolution 5. Change  Management 8. Close Support  7. Message Data  6. Close Incident Message Resolution 10. ITSM  9. SAP Reporting Reporting
  5. 5. SOLUTION MANAGER TO SERVICE NOW INTEGRATIONIntegration OptionsOption 1• Incidents uni‐directional• Service Now is the main ITSM system in the company• SAP related incident sent to Solution Manager• Service Now Incident creation + attachments• Incident life cycle in Service NowOption 2• Problems‐bidirectional• SAP Support Messages created in Solution Manager via SAP  GUI• Service Now is the main ITSM tool• SAP Support Messages information sent to Service Now• ITSM Reporting in Service Now
  6. 6. SOLUTION MANAGER TO SERVICE NOW INTEGRATIONIntegration OptionsOption 3• Incidents bi‐directional• Service Now is the main ITSM system in the company• SAP related incident sent to Solution Manager• SAP Incident life cycle in Solution Manager• SAP ticket header sent back to Service Now• ITSM reporting only in Service Now
  7. 7. TECHNICAL CONSIDERATIONSTechnical ConsiderationsInterface design best practice•Data flow Tracking•Asynchronous exchange•Object ID exchanged and stored in two systems•Type Transactions•Use Transaction GUID for the message exchange•Use the process state matrix if possible•Error Handling–Communication, data, process
  8. 8. IMPLEMENTATION CONSIDERATIONSImplementation Considerations• Separated project inside the main Service Now roll‐ out• Careful planning• External systems and teams availability• Implementation• High technical complexity• 3rd Party involvement – Solution Manager and  Service Now Consultants• Complex integration testingCopyright – SeriveNow is a tool/service provided by  ServiceNowSAP Solution Manager is a system provided by SAP
  9. 9. CONTACT INFORMATION http://www.linkedin.com/company/1425432http://twitter.com/#!/AlphaSirius_SAPhttp://www.facebook.com/pages/Alphasirius_sap/150779751610806http://alphasirius.wordpress.com/http://www.youtube.com/alphasiriusinfo@alphasirius.com

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