The document provides an overview of SAP Solution Manager 7.2 and its Change Request Management (charm) tool, highlighting its benefits, processes, user roles, and workflow for managing changes within system landscapes. It discusses challenges associated with transports and emphasizes the advantages of charm in integrating change processes while ensuring compliance with ITIL recommendations. Additionally, it outlines functionalities such as dual landscape synchronization, reporting capabilities, and the importance of maintaining transparency and documentation throughout the change management process.

1. SAP CHARM
(Solution Manager 7.2)

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• Overview of SAP Solution Manager 7.2
• Overview
• Benefits
• Processes and Change Documents
• Users & their roles
• Workflow of different Change Documents
• Dual Landscape Synchronization - Retrofit
• Reporting Capabilities
• Q&A
Agenda

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Speaker Profile
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With 11+ years of experience in SAP Basis and Solution Manager Administration.
Responsible for SAP Installations, Upgrades and Production support. Expertise in
configuration and maintenance of SAP Solution Manager scenarios like Change Request
Management (ChaRM), System Monitoring, Business Process Monitoring (BPMon), Solution
Documentation, Interface Channel Monitoring, User Experience Monitoring, etc.
He is Certified in SAP HANA, BOBIP, E2E, NetWeaver and IBM DB2.
Siva Kumar Arivinti, SAP Lead Consultant

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CMMI-Level
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• Dependencies are not always known within or among SAP components.
• Changes successfully tested in Quality systems could have unexpected results in
Production systems due to missing configuration/transports.
• Over time, Development and Quality systems could become out of synch as
transports are abandoned in the import queue or imported out of sequence.
Challenges with transports in real world

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Change Request Management (ChaRM) tool in SAP Solution Manager addresses the challenges
described in the previous slide. It enables to manage and control changes within system landscape
from a central SAP Solution Manager system. It integrates SAP CRM business transaction functionality
for managing request for change, and allows you to process your projects universally from change
management and project planning, through resource management and cost control, to the physical
transport of the changes from the development environment into the production environment.
ChaRM includes a predefined set of workflows and processes which are all compliant with the
recommendations provided by the IT Infrastructure Library (ITIL).
The processes supported by ChaRM include urgent changes for implementing fast and direct changes
in the productive environment, and activities for maintenance and implementation projects. Cross-
system and cross-component changes are supported.
It support Preliminary Import process to expedite changes to Production environment.
Overview

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• Extends the TMS functionality by ensuring all transports are moved together into Quality system,
integration/regression tested as a whole, and imported into Production system collectively.
• Distribute software changes of ABAP and non-ABAP systems (SAP Java, HANA SIDECAR, etc.)
• Reduced risk of correction and project failure with Downgrade Protection and Cross System Object Locks
• Increases maintenance and project efficiency and minimizes costs for project management and IT
• Efficient maintenance of customer developments and implementations
• Transparency and documentation of the change process from approval of a request for change to the
transport of changes into follow-on systems
• Provide tracking of approvals for Change Management auditing
• Contains interfaces to other Solution Manage scenarios like Job Request Management, Test
Management, Solution Documentation, SAP Portfolio and Project Management, etc.
• Dual Landscape Synchronization (Retrofit)
• Central Administration Cockpit
Benefits

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• Request for Change
A transaction you use to request a change of your software or a system
• Normal Changes
Changes bundled together and moved together into the QA and PRD systems based on
Change Cycles
• Urgent Changes
Changes that must be fast-tracked to production and cannot be dependent on a
maintenance cycle (i.e. immediate)
• Administration Changes
Changes that do not require a transport request, but can be tracked and approved per
standard change management process (i.e. number range or table update)
• General Changes
Changes that do not require a transport request and are not related to the SAP
environment (i.e. adding a printer)
• Defect Corrections
Used during the test phase of implementation or Maintenance phase cycle (Document,
Test defect and corrections)
Processes and Change Documents

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..... creates a service message or change request directly.
….. handles the service message and creates a change request
….. categorizes, approves and monitors the change requests
….. is the steering committee in the change management process
….. implements the change and hands over to the tester
….. tests the change and sets the status in the change document
….. Takes care of software logistics
Users & their Roles

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Workflow of Normal Change

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Workflow of Urgent Change

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Workflow of Administrative Changes

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Workflow of General Changes

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• Reduce effort for double maintenance –
3 Step Approach
o Tool based
o Minimized risk through integration in the
maintenance project
o Logging of the changes
o Less manual effort for double maintenance
o Improved process reliability for retrofit
Dual Landscape Synchronization - Retrofit

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• Predefined KPIs based on SAP NetWeaver BI technology
• Dashboard Apps for Change Request Management
Reporting Capabilities

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Questions & Answers
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