SAP Solution Manager

- ITIL Support

Product Management SAP Solution Manager,

SAP AG
 SAP Solution Manager Usage Scenarios

Implemenation of Solution Monitoring

SAP solutions ƒ System monitoring
ƒ SAP methods & tools ƒ Business process monitoring
ƒ Global rollout ƒ Central system administration
ƒ Customizing sync. ƒ EarlyWatch Alert / SL reporting
ƒ E-learning mgmt. ƒ Solution reporting
ƒ Test management

Upgrade of CORE
Service Desk
SAP solutions BUSINESS
ƒ Best Practices
ƒ SAP methods & tools PROCESSES for messaging
ƒ E-learning mgmt. ƒ Integration of
ƒ Test management 3rd-party help desks
ƒ Solution Manager
Diagnostics

Change Request Delivery of

Management SAP Services
ƒ Follows ITIL standards ƒ Onsite/remote delivery
ƒ Maintenance processes ƒ SAP Safeguarding

© SAP AG 2005, SolMan_ITIL.ppt / 2

 SAP Solution Manager is a management solution

Open End-to-End Application/

Technology Management & Maintenance
Document
Implement
Train
Tool Test a deployment
Support and maintain
Monitor and optimize
Control change
Manage incidents

Content Methodologies
Roadmaps
Services
Best Practices

SAP Active Global Support

Gateway to SAP SAP Development

Service Delivery Platform

© SAP AG 2005, SolMan_ITIL.ppt / 3

 The More Transparent the Solution, the More You Benefit!

All systems All business processes

All training The entire documentation

information

All maintenance
All test information
activities
SAP
SOLUTION
All service planning, All customer
deliver ad follow-up MANAGER developments and
information functional enhancements

All change All incident and

information problem information

All service level information All monitoring data

© SAP AG 2005, SolMan_ITIL.ppt / 4

 SAP Solution Manager as Collaboration Platform

SAP Customer

SAP Consulting
Solution
landscape
SAP Service
Marketplace

SAP Solution
Manager
Know-
ledge

Experts
Service Infrastructure
Application management

SUPPORT -
SAP Partner
ORGANISATION (CCC)

© SAP AG 2005, SolMan_ITIL.ppt / 5

 IT Infrastructure Library (ITIL)

De-facto standard for best practice in the provision of IT services

Planing to Implement Service Management T

T
h
h
e
e The Service Management ICT
Business Infrastructure T
B Service Management
Perspective e
u Support
c
s
h
i
Service n
n
Delivery o
e Security l
s Management o
s
g
Application Management
y

© SAP AG 2005, SolMan_ITIL.ppt / 6

 Combining What and How

What How

IT Infrastructure Library SAP Solution Manager

„ Best practices and „ Tool-set for use in IT
recommendations for implementation and operations
implementations „ Process Execution
„ Process Descriptions ‹How to execute the processes by
‹ What to consider in using tools in
establishing and operating IT SAP Solution Manager?
service management? „ Based on more than 30 years
„ Developed with help of experience in managing business
IT service specialists applications

© SAP AG 2005, SolMan_ITIL.ppt / 7

 Service Delivery with SAP Solution Manager

IT Management

Service Level
Capacity Reporting Performance
data and availability
Service Level
Management
EarlyWatch Alert, Solution
Quick Sizer Monitoring
Capacity Continuity Availability
Management Management
Change Change management
request request

Service Desk
Accounting Change Incident
Management Management
IT Financial
Management *

IT Infrastructure

ITIL Processes covered by Service Support

Solution Manager Tools * = partly covered
© SAP AG 2005, SolMan_ITIL.ppt / 8
 Service Support with SAP Solution Manager

IT End user
Incidents,
Capacity Availability Service requests
Management Management
Service
Problems, Desk
Incidents Problems
Request Incident
for change Request
for change
Management
Request
Note Assistant, for change Service
Change Managent Desk
Change Problem
Management Management

Upgrade Change Central system data

Management authorization and Customizing
Release Configuration
Management Management

IT Infrastructure

ITIL Processes covered by Service Delivery

Solution Manager Tools
© SAP AG 2005, SolMan_ITIL.ppt / 9
 Application Management with SAP Solution Manager

Requirements

Optimize Design
• Change Request
Management • Business Blueprint,
• SAP Services
• Central System Data,
• Upgrade Management
• Mapping of
• Change Management
Business Processes to
• Optimization Projects
IT Landscape

Operate Build
• Implementation of
• System Monitoring
mySAP based on
• Business Process
Deploy Business Processes,
Monitoring
• Central Documentation of
• Central System Admin.
Implementation Project
• EarlyWatch Alerts
• Test Workbench • Setup Business Process
• Service Desk
• Global Roll-Out Monitoring
• Customizing Synchroni-
zation
ITIL Processes
Solution Manager Tools
© SAP AG 2005, SolMan_ITIL.ppt / 10
 Complementary Benefits

Reduced TCO / Faster ROI

„ Reduced expenditure in developing IT processes
„ Reduced cost of implementation / change management
„ Reduced cost of operations
„ Leverage existing IT investments
„ Improved IT productivity
„ Included in SAP standard maintenance

Quality improvements
„ Improved quality of IT services
„ Increased reliability of IT solutions

Satisfaction
„ Improved communication with customers of IT
„ Improved employee satisfaction

Legend:
ƒ Benefits provided by ITIL
ƒ Benefits provided by SAP Solution Manager
© SAP AG 2005, SolMan_ITIL.ppt / 11
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