1. IT Service Management in SAP Solution
Manager, Value Beyond IT
Nathan Williams
Enowa

2. LEARNING POINTS
Learn how SAP Solution Manager provides the
infrastructure to deliver IT Service Management across
the entire organization
Understand how the new CRM Web UI improves user
acceptance and increases ease of adoption
Explore 10 best-in-class features shared across all ITSM
scenarios
Gain insight on critical considerations, best practices,
and lessons learned when implementing (or upgrading
to) SAP IT Service Management

3. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

4. Objective: Run IT Like a Business
Traditional IT
• Technology-Driven
• Centralizing Operations In-House
• Reacting to Incidents
• Deploying One-Off Solutions
• Thinking About Your Users
• Introducing Informal Processes
• Focusing on IT Perspectives
• Fighting Fires
• Isolating Support in Silos
• Operational-Specific
IT Service Management
• Process-Driven
• Distributing and Outsourcing Operations
• Proactively Preventing Problems
• Deploying Repeatable Solutions
• Thinking About Your Customers
• Enforcing Best Practices
• Focusing on the Business Perspective
• Preventing Issues
• Integrating Support Enterprise-Wide
• Service Orientation
• Business operations disrupted
• Customers are not supported properly
• Ad hoc support with lots of emergencies
• Efficient support of the business
• Happy customers
• Strategic services deliver reliability

5. ITSM Scenarios in SAP Solution Manager
Change Request
Management
Knowledge
Management
Normal Changes
Urgent Changes
Defect Corrections
Administration Changes
General Changes
Knowledge Articles
All messages processed via the IT
Service Desk in the SAP Solution
Manager CRM Web UI
Application
Incident
Management
Incidents
Problems
Service Requests
Tasks
ITIL-compliant service and support
processes built into SAP ITSM

6. ITSM Architecture: Scenario Integration

7. The Business Case for SAP ITSM
SAP Solution Manager supports the entire customer
solution, even beyond SAP
User acceptance and adoption rates trend upwards
Tools and documentation are available for quick setup
Standard ITSM scenarios are pre-configured
ITSM spans across the entire organization, not just IT
Fully integrated into all phases of the application
lifecycle
You already own it

8. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

9. The Single Source of the Truth
IT services are not only delivered only after go-live
SAP ITSM integrates into all phases of the application
lifecycle
Not mandatory, but highly recommended to leverage
ITSM throughout all ALM phases
Drive towards SAP Solution Manager being the single
source of truth for ALM at every phase

10. Business Process Hierarchy Integration
Business Blueprint and Configuration activities may
require the initiation of an Incident or Test Case Error
message
Transaction SOLAR01 – Business Blueprint
Transaction SOLAR02 – Configuration
Integrate ITSM into Design phase activities
Blueprinting, document management, etc.
Integrate ITSM into Build phase activities
Configuration and development management
The Business Process Hierarchy brings a process-oriented method to
managing Design and Build phase activities. Integrating SAP ITSM into these
activities furthers the single source of truth concept.

11. Build/Design Phase Integration: How it works
1. Create the message
from SOLAR01/02
2. Complete and send the Create
Support Message form
3. Receive and process the
message in the CRM Web UI

12. Test Phase Integration: Test Workbench
Errors associated with testing
can be created by the tester and
processed in ITSM
Test Case Errors are new as of
SAP Solution Manager 7.1
Transaction type SMDT
Incidents previously created
outside of the Test Workbench
can be assigned to test cases
Pre-requisites
• Project created in SOLAR01
• Test objects and scripts assigned to BPH
• Test plan created based on BPH
• Test packages generated based on test plan scope
• Testers assigned to test packages

13. Test Phase Integration: How it works
1. Locate test package
and test case in the
Test Management
Work Center
2. Select Run
3. Select Create
4. Complete and
send message
form
5. Receive and process the
message in the CRM Web UI

14. Test Phase Integration: How it works cont.
Option 1:
• Create Incidents (SMIN)
or Test Case Errors
(SMDT) from the Test
Case
Option 2:
• Tie Case to Incident to
maintain traceability
Option 3:
• Assign previously created
incidents to Test Case
Or

15. Operation/Optimization Phase Integration
Incidents are raised based on alerts generated
from SAP Solution Manager monitoring
Incidents can be created via two methods
Follow-ups
Manually from the monitoring Work Center
Automatically
Based on organization-defined parameters
Monitoring Scenario Purpose
Technical • To improve the performance and health of SAP systems regardless of
landscape size or complexity
• Provides dashboards to access logs, metrics, graphs associated with analyzing
performance data related to monitoring your entire SAP landscape
Business Process • To proactively monitor core business processes to detect and resolve problems
before the business is impacted
• To ensure that mission-critical business processes operate smoothly

16. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

17. The 7.1 Challenge: Amplify User Adoption
Yesterday’s SAP Solution Manager UI resulted in mixed
user acceptance rates
Using the SAP GUI as an end-user or non-SAP user is
not as intuitive as a Web-based application
Work Centers provide some relief, but processing still
occurs in the SAP GUI
Transaction CRM_DNO_MONITOR for
7.0 search and reporting

18. The 7.1 Solution: Web UI Based on CRM 7.0
A state of the art Service Desk is presented in a simple,
flexible, and easy-to-navigate interface
Broad personalization capabilities across all ITSM
scenarios
Overcomes challenges with user acceptance and
training
Work Centers are
no longer
necessary for
Service Desk and
ChaRM functions!

19. Web Self-Service Platform for the Business
Personalize your UI:
• Set password
• Add contact data
• Change layout/UI theme
• Etc.
Search and report on
your own messages
Create new Incidents
and Service Requests
Access the Knowledge
Management
Database
Access most recent
transactions

20. Guided Procedures for Message Creation
End users can quickly create Incidents and Service
Requests using an easy-to-follow procedure
Only the critical message data is required in order for
the message to be routed to Level 1 support
Assign the Business Role
SOLMANREQU to the end users
to launch guided procedures to
create Incidents and Service
Requests

21. A Dedicated UI for Level One Support
Business role SOLMANDSPTCH allows L1 support to
communicate back to users, search for solutions,
dispatch, and update

22. A Comprehensive UI for ITSM Professionals

23. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

24. Multi-Level Categorization
SAP-Related
Non-SAP-Related
Flexible means to classify SAP and
non-SAP messages
Knowledge articles determined
based on values
Facilitates detailed analytics
Up to 10 levels!

25. Text Management
Displays system details
Rich text formatting
Before
Use text templates
(local or global)
Filter on specific
text types
Adjust amount of
data in the text
area
Large view for text
log history

26. Time Recording
Allows support teams to quickly record their processing
time
Configured based on organizational-specific metrics
Activity types
E.g., Analysis, support, consulting
Time recording reminders
Initial time unit value
Easily integrated into existing IT Service Desk solutions

27. Service Level Management
Manage and monitor Service-Level Agreements (SLAs)
at the message level
Alert stakeholders of service and response violations
Helps to support contractually agreed-upon SLAs
Available out-of-the box, mostly pre-configured
Must be aligned to organizational requirements
Service-Level Management helps ensure that the business is receiving
optimal, agreed-upon service delivery from the IT organization

28. Service Level Management UI Options
1. Details Assignment
Block
2. SLA Assignment
Block
3. Dates Assignment
Block

29. Knowledge Articles
Create Knowledge Articles as “follow-ups” to messages
Provide the reason and/or solution to the message
Helps to speed the resolution of similar messages
Define Knowledge Article
details
Link to Related
Transactions

30. Knowledge Articles cont.
Knowledge articles with the same categorization as a
particular message can be proposed when choosing
“Find Knowledge Articles”

31. E2E Traceability Across ITSM Processes
Related messages are manually and automatically
recorded across ITSM messages
Relationships and Related Transactions assignment blocks
The links to related messages are automatically
updated by the system throughout message processing

32. Document Attachments and URLs
Attachments and URLs saved to Attachments
assignment block
Advanced document management functions available
Folders to organize attachments, check-in/out functionality,
where-used lists, version control
Link to existing documents within
the Knowledge Database content
Upload documents from local
hard disk

33. CRM Web UI Email Generation
The email contains description and text data of the
message
The email is linked to the message in Related
Transactions
You are still able to use PPF email sending actions
They must be configured in the 7.1 profiles (i.e., SM*)
Send emails as follow-up
documents from all ITSM
transaction types directly
within the CRM Web UI

34. Mobile Applications for SAP ITSM
Approve and reject requests for change
View assigned requests for change (Change
Manager)
Display and sort requests by status, priority,
and date
Display information (e.g., scope, approvers,
text log, and attachments)
SAP IT Change Approval for iPhone
and iPad
SAP IT Incident Management for
iPhone and iPad
Create incidents
Attach photos to incidents
View processing status
Reply to and confirm incidents
100% pre-configured
functionality with standard
applications available with
SP06 (Enterprise Support)

35. IT Service Management Analytics

36. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

37. ITSM Configuration Roadmap
One roadmap for implementing Application Incident
Management and/or Change Request Management
Use SOLMAN_SETUP as your starting point
Most configuration activities are also available in the SAP
Solution Manager Reference IMG
Complete
SOLMAN_SETUP
Copy new
Transaction
Types and
Profiles
Adapt Profiles
(Action, Status,
Date, Text, etc.)
Define Copy
Control Rules for
new Transaction
Types
Customize new
Functions
Adapt User
Authorizations
and Roles
Perform Web UI
Configuration
ITSM Available
for Testing

38. ITSM SOLMAN_SETUP Activities
Provides wizards, accelerators, and documentation to
quickly enable post-installation and scenario-specific
tasks
Post-installation activities require strong technical
background
Many ITSM configurations not required through
SOLMAN_SETUP, but highly recommended

39. Preserve SAP-Delivered Transaction Types
To ensure changes will not be overwritten during
maintenance and upgrades
SAP support typically requires standard transaction
types when troubleshooting customer messages
Also, copy dependent customization (e.g., partner
determination, text determination, status schema, etc.)
Copy standard ITSM transaction types into a Z* or Y*
customer namespace
E.g., SMCR  ZMCR

40. Transaction Copy Tool
All configurations stored in a transport request
Available directly within SOLMAN_SETUP  IT Service
Management
Also via AI_CRM_CPY_PROCTYPE
Only transaction types created with the Transaction
Type Copy tool can be automatically updated
Copy transaction type and
profiles
Update a previously copied
transaction type
Display technical details of
transaction type

41. Role Concepts: Business & Authorization
Each ITSM end user will require specific Business Roles
and Authorization Roles
You must define this concept based on job duties and
responsibilities

42. Web UI: Personalization & Configuration
Local to the ITSM end user
Administered by the end user
Personalization dialogs, drag and drop,
CRM Web UI theme
Favorites, saved searches, assignment
block organization
Personalization Configuration
Globally impacts all ITSM end users
Adding fields
Hiding fields
Changing field properties (i.e.,
making a field mandatory)

43. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

44. Impacts to CRM 7.0 Configuration
Transaction types
All new transaction types are delivered with release 7.1
User interface
7.1 transactions and their related functionality are available
only in the CRM Web UI
Search and report on 7.0 transaction types in the new UI
Messaging capabilities
New ITSM capabilities are offered strictly within the new
infrastructure
Migration restrictions
No automatic data or configuration migration strategy
You must deploy a strategy to effectively transition to 7.1

45. Four Reasons to Transition Now
No new innovations deployed on the 7.0 infrastructure
Recommended to invest in 7.1 ALM or Run SAP Like a Factory
initiatives going forward
No upgrade prerequisites
Perform the technical upgrade in one shot with minimal
downtime
Stability and availability
Thousands of customers have upgraded and are using ITSM
Ease of use
Simple and intuitive navigation promotes greater user
acceptance across the entire IT organization

46. Upgrade vs. Install: How do I Decide?
If you have data to protect, it is strongly recommended
you upgrade
Fresh installations should be considered if SAP Solution
Manager is used for very basic purposes
Upgrade to 7.1 New 7.1 Installation
If you have existing SAP CRM 5.0-based
documents (or data related to other scenarios)
If SAP Solution Manager is used for basic
purposes
“Old” documents still available for processing
(SAP GUI)
Basic monitoring, generating installation keys,
downloading maintenance, etc.
Configuration that has been copied into the
customer namespace is preserved
Also considered for “fresh start” initiatives
“Old” documents can be searched for and
reported on in the CRM Web UI
Review hardware requirements

47. Best Practices for Landscape Design
Each customer’s SAP Solution Manager strategy will
vary, which determines the landscape strategy and
capacity
We recommend, at minimum, a 2-tier SAP Solution
Manager landscape to facilitate implementation and
testing activities

48. Hardware and Sizing Recommendations
Scenario A: No additional hardware investment needed
No plans to build upon current architecture
Configuration of data, scenario deployment/expansion, large volume of
new users
Adding a small number of additional managed systems and
users
Scenario B: Hardware review recommended
Significant scope increase across environment
Scenarios (Technical Monitoring, SAP ITSM, Documents, etc.)
Users (e.g., 5,000+ users to support full ITSM rollout)
Managed systems (e.g., to support monitoring, ITSM, etc.)

49. Strategically Plan a Transition to 7.1

50. Transition Phase Strategies: Four Options
Option 1: Parallel Operation of Transaction Types
Before Transition Beginning of Transition End of Transition After Transition
Create and Process “old”
transaction types
Remove “create” authority (authorization
object CRM_ORD_PR) for 7.0-based
messages
Close all old
messages
Remove old transaction types
from DNO_CUST04 when you
are completely finished
Allow “create” authority only for 7.1-
based messages
Remove “change”
authorization for 7.0-
based messages
7.0-based transaction types
are no longer processed
Add new transaction type to
DNO_CUST04
Use field “PROCESS_TYPE” so it will be
the default for new transactions
Assign old transaction types to field
“PROCESS_TYPE_ADD”
Old messages can be
viewed, but no
longer changed

51. Transition Phase Strategies: Four Options
For organizations who no longer want to support
(process) 7.0 transactions after the 7.1 upgrade
Beneficial for systems with a minimum number of open
7.0 transaction types
Technical upgrade must be planned carefully to
minimize ITSM downtime
Option 2: Close Everything 7.0 Related Prior to the Upgrade

52. Transition Phase Strategies: Four Options
Ideal for customers who want to use the 7.1
functionality, but still require processing effort for “old”
transactions
Requires manual data entry into 7.1 transactions
Attachments
Text types (descriptions)
General data
Status value advancement
Brings value quickly, but can be tedious
Option 3: Manual Data Migration

53. Option 4: Maintenance Cycle Takeover
Shift Old
Maintenance
Cycle (SDMN)
to the
Completed
Phase
Create New
SMMN
Maintenance
Cycle
Unfinished
and Existing
Change
Transactions
Taken Over
SMMN Now
Controls and
Processes
SD* (ZD*)
Transactions
New Change
Transactions
SM* (ZM*)
Created
XX
Use the Takeover feature with Option 1 for a hybrid
approach!
7.0 Maintenance Projects are stored in table
/TMWFLOW/OLDPROJ
After the upgrade, you have the option to enter new
projects in table /TMWFLOW/SWITCH.
This will spawn 7.0 transaction types when generating a task
list and cycle transaction.

54. Agenda
IT Service Management from SAP Solution Manager
Integration into Application Lifecycle Management
A Tour of the CRM Web UI
10 New and Impressive Cross-ITSM Features
Best Practices for Configuration
Upgrade to 7.1: Roadmap and Best Practices
Wrap-up

55. RETURN ON INVESTMENT
You already own it
SAP Solution Manager is included as part of your
maintenance / license agreement with SAP
Enterprise Edition provides support beyond SAP

56. BEST PRACTICES
Change Control Management in SAP Solution Manager
leverages best practices for transport management
Transport of Copies
Enhanced CTS (CTS+)
Retrofit
Cross System Object Lock (CSOL)
Downgrade Protection
Reporting

57. KEY LEARNINGS
IT Service Management in SAP increases the quality of IT
services delivered to the business
IT Service Management supports the entire customer
solution
Web-based user interface improves end-user satisfaction
New transaction types must be adopted in order to leverage
the benefits of 7.1
You need a solid strategy if you plan to upgrade from 7.0 to
7.1 with ChaRM already deployed
Now is the time to establish a 2-tier (at minimum) Solution
Manager landscape
It is now much more difficult to make a business case for
third-party IT Service Management tools

58. Available Now from SAP-PRESS.COM
Up to date (SP07)
Get step-by-step configuration
instructions for ChaRM and
Application Incident
Management (the new Service
Desk)
Explore the features and
components of ChaRM and
AIM that set them apart
Benefit from practical advice
and best-practice tips and
tricks

59. How to contact me:
nathan.williams@enowa.com
Twitter: @SolManhattan

61. THANK YOU FOR PARTICIPATING
Please provide feedback on this session by completing a
short survey via the event mobile application.
SESSION CODE: 1613
For ongoing education on this area of focus,
visit www.ASUG.com