2. Key Learning's
Learn functions of SAP Solution Manager
Understand ChaRM (Change Request Management)
ChaRM in a Validated Environment
Work Center for ChaRM
Introduction to RunSAP Methodology
List of some of the key challenges
What are the key benefits and ROI
2
3. About Alpha Sirius Inc.
Alpha Sirius Inc Facts: Our core competencies lie
• Founded in 1998.
in several areas of SAP ® :
• Expertise in project management, portfolio
management Operations Optimization Program Management
• Provides end-to-end solution development Portfolio Management
caused by disparate functional and Application Life Cycle Management
technical implementation processes. Change Management
• Delivers value by bridging this gap by Training & Development
providing consulting services and Systems Management
implementation assistance with tools such
as Solution Manager. Offshore Support/Development
• One of the first certified partners with SAP
for Run SAP Methodology
4. About Alpha Sirius Inc.
Who are we?
• Headquarters : Jersey City, N.J.
• Branches and affiliates in Texas, California, Germany. Denmark
and India.
• Global IT and Project Management Consulting Firm
• SAP Partnerships
• Run SAP partners
• SAP Services Partners
1st consulting partner to successfully meet the consulting requirements
for the Run SAP partnership
5. You provide the best tools for your
business
Shouldn’t you have the best to run your
business?
ANSWER
SAP SOLUTION MANAGER
6. Learning Points
• Learn how a pharmaceutical company enhanced their
Change Management process in a validated
environment by eliminating manual processes and
implementing Solution Manager ChaRM.
• Understand how detail processes were adapted for
Normal, Urgent and GxP changes.
• Find out how ChaRM helped SAP COE and business
teams by providing comprehensive change and
traceability information and enabled them to focus on
innovation rather than support.
• Get a peek into new and additional functions the
customer is planning to implement to enhance and
optimize their SAP Solution.
• Get a comprehensive look on the vision, strategy and
experiences of SAP COE at the customer for enabling
Solution Manager.
7. Current SAP Solution Management
Managing transports in spreadsheets
Still approving changes via E-mail
Difficulty adhering to Governance
Overlapping issues with project and support landscape
Problems with traceability and audits
8. What Is Solution Manager?
• Solution Manager manages your entire solution end to end,
from discovery, implementation, operations, support,
enhancements and upgrades
• It’s a tool that follows the ASAP methodology and centralizes
the implementation, support and operations of a SAP Solution
• Provides content and tool sets to successfully implement and
efficiently manage a SAP Solution
• A product that will be utilized by
– IT/IS team
– PMO
– QA
– Change Management
– Governance and auditors
– Business Process Managers
• Simply everything you need to manage your SAP solution!
9. Uses of Solution Manager
Quality Management Change Management
• Change Administration
•Test planning/Administration
• Project Management
•Manual/Automated testing • Change Logistics
•Integration to 3rd party tools • Governance/Audits
IT/Infrastructure
• Transport migration
Functional Technical • Support pack/upgrades
•IMG Configuration • Solution/Systems monitoring
• SAP interaction
•ABAP Development
•Customizing Synchronization
•Security/Authorizations
Project Management Governance/Audits
• Industry governance
• ASAP/Roadmaps
• Corporate Governance
• Document Management
• Project Administration SOLUTION • Findings/verifications
• Validations
• Training Administration
MANAGER
9
10. Solution Manager Experience
Client Situation Solution
Global • Started a global SAP implementation • Implemented and managed Solution Manager for;
Electronics • 4 yr program with 200 project team • Implementation
Company members • Document Management
• Issue Management
• Implemented R/3, APO and BW
• Training/E—Learning
• Service Desk
• Change Request Management
• Built a pro—type for BPM ( Business process
Management)
Major • Have been utilizing SAP for about 10 yrs •Solution Manager installed – managed by Competency
Pharmaceutical • Failures on audits and compliance issues Center
Company • No standard procedures for Change mgmt, •Implemented Service Desk and ChaRM in 3 months
approval •Utilized the functions and resolved the issues with
compliance
Subsidiary of a • Started ECC implementation with limited •Installed and implemented Solution Manager for
Beverage experience and knowledge Implementation tools
Company • Project went over budget and schedule – •Setup best practices and ASAP methodology
lack of methodology and tracking tools •Project successfully went live with in 6 months
11. Solution Manager Experience (cont.)
Client Situation Solution
Global •Started a global SAP implementation •Setup Solution Manager for Implementation
Pharmaceutical •Completed a proto—type for one specific •Utilized the Global templates functions – to build a
Company location global project and distribute at individual region
•Issues with global governance locations.
•Scope creep and major enhancements list •Implemented ChaRM for projects
•Communication challenges with teams •Implemented Service Desk based on Information
spread out worldwide Technology Infrastructure Library (ITIL) methodology
•Extended Solution Manager functions for:
•ChaRM for Operations
•BPM — Business Process mgmt
•Digital Signatures for FDA compliances
Beverage/Beer •Upgrade project to ECC 6.0 •Implemented Solution Manager
Company •Limited documentation and history of earlier •Utilized the upgrade Roadmaps
implementation •Imported SAP history into Solution Manager using 3rd
•BASIS and functional teams spread out party tools
world wide •Project scheduled reduced by 30% — utilizing Solution
•Extended project schedule Manager upgrade functions
12. Change Request Management — ChaRM
Change Request Management is the efficient and punctual
implementation of SAP software changes with minimal risks
using standardized methods and procedures
• Helps to synchronize changes between various transport tracks in ABAP and
non-ABAP systems
Change Request Management includes:
• Emergency corrections
• Periodic maintenance
• Business process changes/Upgrades
• Governance – SOX, GxP, CFR Part 11
12
13. Change Request Management — ChaRM (cont.)
Change Request Management strengthens the
strategy of SAP Solution Manager as SAP’s
application management platform, which:
• Ensures reliability
• Reduces Total Cost of Ownership (TCO) and increases Total Solution
Value
• Bridges the gap between business requirements and IT administration
• Increases transparency
13
14. Solution Manager for Change Management
CHANGE PROJECT CHANGE
MANAGEMENT MANAGEMENT LOGISTICS
• Management of • Project • Test
change planning execution
Request
• Resources • Technical
• Categorization and support
• Documentation budgeting • Transport
• Approvals
• Software management
• Workflow
• Reporting
changes • Transport
• Audits and
• Testing and reporting
verifications test
management
14
15. What Does ChaRM Offer?
Change request status
• By status type, priority, due date …
Execution of change requests
• Change requests by organization, users, type …
Transports links to change requests and vice versa
• Transport number attached to change request not the system change
Status of the transport
• System, transparency
Link to service desk tickets
Change Administration
• Approvals, types of changes, key pain points
16. Case Study — ChaRM in a validated environment
• Large-scale global SAP operations
• Multiple interdependent SAP Solutions/multiple development streams
• No formal process for audits and tracking
• Changes and approvals on the fly using e-mails
Issue • No retrofit and collision management – operations and implementation projects
• Over 4000 transports and 50000 unique approvals in a year – no systematic
tool
• Designed and implemented Solution Manager ChaRM in 3 month period
• Differentiated between normal, emergency, administrative and GxP corrections
• Utilized Work center functions for ease and usability with end users
Solution • Implemented extended reporting with Solution Manager BI features
• Extended configuration – advanced workflow and notification process, digital
signatures, extended log and audit trails
• GxP compliant Change Management system with in 3 months
• Easy to use, end to end change management process
• Elimination of paper trail and scanned documents
• Quick adoption both from SAP COE and end user groups
Result • Reduction in BASIS head count
• Shift and focus on continuous improvement and research and less time spent on
day to day manual operations
16
17.
18.
19.
20. Key changes - Extensions
Involved both the SAP COE and End user community in the design phase
Followed ―Alacrity Methodology‖ ( Alpha Sirius):
• ChaRM demo
• Basic setup and Proto-type
• Extended design
• Extended Configuration
Extended Configuration
• Enhanced workflow and approval process
• Incorporated digital signatures
• Modified out going email to include specific information
• Extended work center and Web Dynpro functions – direct access of the change request via
email
• Utilized BI reporting features to generate SLA’s and establish metrics
Extensive testing – involved SAP COE and end users in the testing process
20
22. How can we implement End-to-End Mission-Critical IT
Operations?
SAP’s End-to-End Solution Operations addresses these challenges!
The ―Run SAP‖ Methodology
Tools
Work Training &
Centers (Tools) Services
SAP SAP Standards for
Standards for
Certification
Solution Operations Operations
Solution
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
End-to-End SOLUTION OPERATIONS IS THE BASIS FOR
MISSION CRITICAL IT OPERATIONS!
23. SAP Standards for Solution Operations cover all support processes
Process Standards ―Change Request
Example:
Management‖ & ―Change Control Management‖
Champs PMO Appl Mgmt Tech Op
Request
Business
Change *
Implement
Change
Monitor
Change Test
Change
Deploy
Change
Sign-off
Change
*Business Changes = Request Adaptation or Request Project
• Available Information
– White Papers
– Detailed technical description
– Training Courses
– Certifications
27. ChaRM –Correction Request
Change Request
created from a
Development
Request
Partner information
can be assigned
based on SAP
component and
organizational
structure
Customizable date
fields
28. Approving a Request
Validation team
to approve the
change request
Assignment of
CAB – Change
Advisory Board
Direct
notifications via
e-mail
Digital Signature
for Approval
29. Creating/Accessing Change Document
Access change
document from the
change request.
Select document flow
icon
To access the change
document, double click
on the Correction line
item.
30. Configuration/Developer’s role
Process the Change
Document – act as
developer.
The developer set the
change document to ―in
development‖, this will set
a status of change
document to ―in
development‖, and
generate task list.
Action Log:
•Go to task list
•Log on to development system
•Make some change in the
development system,
•Release the transport
•Pass correction to test
31. Testing the Change
The developer can set a
status to “Pass Correction
to Test”
Notification sent to Tester for
the next step in testing
Test script can be attached as
a document
32. Testing the Change
The tester logs on directly to the
QA system
Action items:
•Confirm Successful test
•Reset status to Development
•Access Task Plan
Upon confirming – status value
automatically changes to:
•Successfully tested
•In-development (back to
developer)
Notification sent to Change
Manager
Digital signature for Successful
test status
33. Migrating to QA/Production system
Change Manager to validate,
approve and change status to
„Released for Production‟
Change Document status
changed to „To be imported‟
Notification sent to BASIS/IT
Operator
34. BASIS/IT Operator
BASIS/IT operator to import
correction to QA/productive
system.
Set the status change to „in
production‟
Digital signature for importing
the correction into Production
System
35. Confirmation/Completion of Change request
BASIS/IT operator to import
correction to QA/productive
system.
Set the status change to „in
production‟
Change request confirmed by
the requestor
36. Typical workflow
Message/
Issue
End User
Help Desk
Change
Request
Change
Manager/
CAB
Change
Document
BASIS Tester Developer
PROD QAS DEV
37. Additional Functions
Reporting
• Transaction Monitor for Message/change status
• SLA/KPI reports with variants
• Escalation Reports
• Audit Reports
Link to Project Implementation
• Link back the changes to specific business process and business step
Email Notifications
Segregation of Responsibility/Security Roles
Several Types Change Document
• Urgent Correction
• Normal Correction
• Service Desk Change request
• Administrative Change requests
38. Key Challenges
Evolution and adoption of the tool by customers
• We have the tool installed, what do we do next
Current situation of SAP customers
• Customers have been using SAP for a while, introducing Solution Manager
at a later state is retroactive and a challenge
Adoption to new tool and new process
ChaRM functions for implementations and operations
“Digital signatures” not included as standard function
• Standard requirement for many pharmaceutical and life-sciences
companies
Still considered as a BASIS/Technical tool for monitoring
38
39. Key Challenges (cont.)
Knowledge and experience in Solution Manager
• This is not just a BASIS job — it requires combined experience in
SAP tools, project management, BASIS, functional and technical
programming
Limited amount of reporting
• Current available reports are only summary reports
• Any cross reference reports (e.g.; specific objects modified for a
change request are not available)
39
40. Key Program Benefits
Centralized Change Management system for both projects and operations
Consistent documentation of all change requests
Automatic notifications, approval tracking and traceability
Reduced workload on IT specialist
Changes managed at process level and not at request level
Adherence to governance and industry requirements
40
41. Key Program Benefits (cont.)
Streamlined integration into Service Desk — reduced management efforts of
Support Team
Direct interaction with SAP Support Team — can focus on resolving issues
and adapting to changes and not trying to understand the issue
Top-down and bottom-up reporting
Reduced workload on IT specialist
Transparency of transports and attached objects
Automated transports between Development and QA systems with out
manual intervention
Easy migration to production system for Go-live. No dependencies on spread
sheets and reconfirmations!
41
42. Sneak Peek … Next Steps
Alpha Sirius, Inc. Developments
• Pharmaceutical and life sciences
• Incorporation of Digital signatures for testing
• Inclusion of CFR Part 11/FDA requirement for dual confirmation of
change requests
• Reporting Matrix to include transports and objects attached to a
specific change request
• Additional reporting for Risk Assessment and Validations
• 3rd party tools
• Integration between Solution Manager and testing tools as Worksoft
• Enhanced data downloads to MS Project
• Solution Manager
• Enhanced reports with descriptions and detail texts on Issue
Management
• Advanced email and notification features
• Access of the change request directly via email
• Extended BI reporting for SLA metrics and Dashboards
44. Solution Manager 7.1
• ITIL aligned ITSM and ALM process
• Single Source of Truth
• Extension into shared services solution
and other CRM capabilities
• Aligned with Business Suite
Enhancement package strategy
• Enhanced Incident Management with
Knowledge articles
• Extended integration 3rd party tools
• Solution Documentation for non-ABAP
components
• Upgrade Dependency Analyzer
• Integration of Quality Gate Management
and Change Request Management
45. Key Points
Solution Manager is not just a tool for BASIS early watch alerts
ChaRM in Solution Manager can be implemented before or after a SAP
implementation
Solution Manager is NOT just a BASIS function (you will need a functional consultant)
Solution Manager IS required for any future SAP services
ChaRM for implementation projects is different from Operations and support
CTS+ is an extension to ChaRM for non-ABAP systems
Solution Manager can be used for non-SAP systems as a Service Desk/Change
Management tool
Consider it as a project with the right budget and resources – NOT a 2 week task that
can be done by BASIS
46.
47. Copyrights
No part of this document can be reproduced or transmitted in any form or for any purpose without the express permission of Alpha
Sirius Inc. The information cannot be changed with our notifying Alpha Sirius.
Some software products, services and names marketed by ASI which belong to other companies contain proprietary information of
those companies.
SAP is licensed software by SAP- AG and its affiliates and it’s the registered trademark of SAP.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
RBE Plus and RBE are copyrighted and licensed tools by IBIS-THOME
All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document
serves informational purposes only. Alpha Sirius is not responsible for any changes and variation in the information provided.
