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SAP Solution Manager 7.

1 Work Centers
Strategy and Overview
ALM Product Management SAP

Agenda

Introduction to SAP Solution Manager 7.1 Work Centers SAPs Application Lifecycle Management Strategy Work Center Architecture

Concept and Layout


Front-end Options Browser, SAP GUI, and NetWeaver Business Client Additional Information Training and Links

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SAPs Application Lifecycle Management Strategy

The Nature of Business Is Changing


Business networks lead to increasing innovation and integration speed

INCREASED SAP LANDSCAPE INTEGRATION


Business Networks No. of users

Every customer has mission-critical applications along with integration needs SAP landscapes become more sophisticated the more comprehensive & integrated they are

Manguistics

R/3
Legacy System

2000

2007

2010+

SAP provides advanced support options to manage innovation and integration, risk and TCO

Managing high speed of innovation and integration, risk and total cost of operations is at the heart of SAP Enterprise Support
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Application Lifecycle Management from SAP: A Comprehensive and Integrated Solution


Provides processes, tools, services, and an organizational model to manage SAP and non-SAP solutions throughout the complete application Lifecycle
End-to-end Application Lifecycle Management processes Leverage best practice processes

RequireRequirements ments
Optimize Optimize Design Design

SAP Solution Manager and integrated SAP and 3rd-party management tools Optimize your tool portfolio
Support & Consulting services Gain access to expert knowledge Educational services Empower your workforce

ALM
Operate Operate Deploy
Deploy

Build Build & and Test Test

Organizational Aspects Utilize best-practice methodology, organizational model, and standards


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Application Lifecycle Management


An approach in six phases of ITIL application management
Upgrade Management

Comprehensive project support for release transitions

Solution Documentation

Central documentation of processes, system landscape, custom code, partner applications,

Landscape Transformation
Management of business and IT driven changes in SAP landscapes

Requirements

Solution Implementation

Design

Maintenance Management

Management of corrective software packages

Optimize

Discover and realize enhanced business functionality Avoid disruption of business

Business Process Operations



Ensure business continuity Provide Business KPIs Business process benchmarking

Template Management

Operate Build and Test


Standardize configuration across multiple projects

Technical Operations

Central monitoring & alerting infrastructure Unique End-User Experience monitoring Central administration tools

Deploy

Test Management

Change impact analysis End-to-end test management

Application Incident Management



Integrated service desk Involvement of partners in problem resolution Provide root-cause analysis for complex landscapes with diverse technology stacks

Change Control Management


Integrated quality management Synchronized transports of various components Controlled and documented adjustment of business processes incl. approval process

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Application Life-Cycle Management Processes Across the Life-Cycle: Phases


Business Business Process Expert System Administrator Business Process Expert Quality Manager System Administrator Business

Business Process Expert

Requirements

Design

Build & Test

Deploy

Operate

Optimize

Solution Documentation

Solution Implementation
Template Management Test Management Change Control Management Application Incident Management Technical Operations

Business Process Operations


Maintenance Management Landscape Transformation Upgrade Management
2011 SAP AG. All rights reserved.This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express 7or
implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement

SAP Solution Manager 7.1 Enterprise Edition


SAP Solution Manager as platform for SAP Application Management and Administration
SAP Solution Manager provides tools, content and best practices for the complete life-cycle integrates central administration of SAP NetWeaver to facilitate administration tasks One single source of truth: contains documentation about the system landscape, all processes and documentation

SAP Solution Manager: the central platform for the implementation of E2E Solution Operations
SAP 2008 / Page 8

2011 SAP AG. All rights reserved.

Run SAP
Implementation methodology for E2E Solution Operations

Run SAP is ASAP for Operations It provides Best Practices, Content, Services, Training and tools for the setup of E2E Solution Operations

Run SAP
SAP Standards for Solution Operations
Define central E2E operations tasks

Roadmap
Accelerate the implementation of E2E operations

Training & Certification


Provide up-to-date skills for the ecosystem

Services
Engage SAP experts to implement E2E solution operations

SAP Solution Manager


Provides the platform for E2E solution operations

Run SAP facilitates the implementation of E2E Solution Operations


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How can we Implement End-to-End Mission-Critical IT Operations?


SAPs End-to-End Solution Operations addresses these challenges!
The Run SAP Methodology
Tools Training & Work Centers (Tools) Certification Services SAP SAP Standards Standards for for Solution Operations Solution Operations

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!


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Mission-Critical Operations
Roles and Responsibilities; Collaboration and Core Team
SAP Standards in Operations are a prerequisite for SAP mission-critical support and advanced support for continuous improvement

BUSINESS
Global Business Process Champion End User, Key User
Integrated Help Desk

Program Management Office (PMO)


Change Request Management

Regional Business Process Champion

Application Management
Blueprinting, testing, e-learning management, maintenance management, issue management, document management, application diagnostics

Custom Development

Business Process Operations IT Infrastructure

SAP Technical Operations

IT
Out tasking
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Outsourcing

SAP Solution Manager

SAP Standards available Defined SAP interfaces


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SAP Standards for Solution Operations Cover all Support Processes


Example: Process Standards Change Request Management & Change Control Management
Champs
Request Business Change * Implement Change Monitor Change

PMO

Appl Mgmt

Tech Op

Test Change Deploy Change

Sign-off Change

Available Information
White Papers Detailed technical description Training Courses Certifications
2011 SAP AG. All rights reserved.

*Business Changes = Request Adaptation or Request Project

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Work Centers Available for SAP Solution Manager 7.1


Work Centers are role-based enable easy navigation for end users use a common interface for central administration of solutions support Service Level Management are based on SAP Solution Manager 7.1
Root Cause Analysis SAP Engagement and Service Delivery Technical Administration System Monitoring Technical Monitoring Data Volume Management SAP Solution Manager Administration SAP Solution Manager Configuration
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Available Work Centers (7.1)


My Home Implementation and Upgrade Solution Documentation Assistant Change Management Test Management Incident Management Business Process Operations Job Management
2011 SAP AG. All rights reserved.

SAP Solution Manager 7.1 Work Center Architecture

SAP Solution Manager 7.1 Work Centers


Based on the Essential Scenarios for Application Management
Upgrade
Work Center: Implementation and Upgrade

Solution Documentation
Work Center: Solution Documentation Assistant

Delivery of SAP Services


Work Center: SAP Engagement and Service Delivery

Requirements Solution Implementation


Work Center: Technical Administration Implementation and Upgrade

Administration
Work Center: Technical Administration Technical Monitoring Data Volume Management

Optimize

Design

Application Management

Root Cause Analysis


Work Center: Root Cause Analysis

Operate

Build & Test Test Management Deploy


Work Center: Implementation/Upgrade Test Management

Solution Monitoring
Work Center: Business Process Operations Technical Monitoring System Monitoring Job Management

Service Desk
Work Center: Incident Management

Change Management
Work Center: Change Management

Other Work Centers


Work Center: My Home SAP Solution Manager Configuration SAP Solution Manager Administration
2011 SAP AG. All rights reserved.

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Work Centers Role-Based Concept

KEY MESSAGE:
A user can have one or more roles A role can have one or more Work Centers

KEY FACTS:
Work Centers ease navigation through central role-based points of access They provide a tailored and role-based user environment to simplify your work Work Centers are easy to learn by using common structure and content elements They improve collaboration through common Inboxes, Work Lists and Status Reporting

2011 SAP AG. All rights reserved.

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What is the Work Center Layout?

INTRODUCTION:
Work Centers are represented as tabs in the Navigation Bar. The Navigation bar provides only one level of navigation. Work Centers support task-specific activities (e.g., managing alerts, processing Incidents, etc.). The term Work Center will not be made visible to the user; instead the tabs will be referred to by the tasks they support. Through the Worklists, Work Centers shall provide the user one-click access to frequent and important user actions. In addition, the user should be able to complete all tasks relevant to one business goal within one Work Center.

2011 SAP AG. All rights reserved.

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Architecture of a Work Center (SAP NetWeaver Business Client)


Navigation Bar

Work Area

Contextual Navigation Panel

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Architecture - Details
Navigation Bar

The Navigation Bar provides:


a

role-specific navigation bar with access to a list of Work Centers associated with the role and assigned to the end user top-level navigation which groups all functions and information so the users of a role can focus on their relevant work

2011 SAP AG. All rights reserved.

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Architecture - Details
Contextual Navigation Panel: The Overview lists all actions the user needs to complete according to priority and urgency as well as any open tasks

Work Centers

SAP Links

Common Tasks section lists all tasks that the members of the role need to perform SAP Links section takes the user to other sites relevant to their role

Overview
Common Tasks
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Architecture - Details

Work Area

Each Work Center specific Work Area provides all relevant functions and information to complete a specific task
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Available Work Center User Interfaces


UI Technology
Work Centers are WebDynpro ABAP applications They can be displayed in: a Web Browser SAP GUI SAP NetWeaver Business Client

Browser

SAP GUI

SAP NetWeaver Business Client

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Sample Work Center with Web Browser: Service AGS_WORKCENTER

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Sample Work Center with SAP GUI: Transaction SOLMAN_WORKCENTER

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SAPGUI Work Center Customization


You can access the User Settings of a Work Center by rightclicking the tab.

Right Click

Here you can hide the Work Center or change the order of the displayed Work Center tabs.
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SAPGUI Work Center Customization


The User Settings for Tabstrip Control screen allows you to hide or re-order the Work Center tabs.

Additional help information is also available from the User Settings menu.
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Personalization for Each Work Center

The Personalize link in each Work Center enables you to customize what data is displayed.

2011 SAP AG. All rights reserved.

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SAP NetWeaver Business Client


Introduction

The SAP NetWeaver Business Client (NWBC) is a rich UI client that offers a single point of entry to SAP applications, especially harmonizing access to existing SAP GUI transactions and newly developed applications based on Web Dynpro. NWBC itself is a high fidelity shell that aims at harmonizing the user experience over different UI technologies.

2011 SAP AG. All rights reserved.

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Sample Work Center with SAP NetWeaver Business Client

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SAP NetWeaver Business Client - Navigation


Horizontal Navigation is controlled by the arrow buttons, and the list provides the ability to jump to any other assigned Work Center.

Move forward or backwards using the button arrow buttons.

Select this button to jump to a Work Center.

2011 SAP AG. All rights reserved.

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SAP NetWeaver Business Client - Personalization

In the SAP NetWeaver Business Client, the Personalize menu allows the maintenance of system information as well as menu options.

Under Options, you maintain the system information for the client. The URL should be in the format http:// <fully resolved hostname:port>/sap/bc/solman/nwbc .
2011 SAP AG. All rights reserved. 31

SAP NetWeaver Business Client - Personalization

In the SAP NetWeaver Business Client, the Personalize menu leads to Customize Panels. This offers a display of the other Work Centers in two formats.

Selecting Show Navigation Panels will display the other assigned Work Centers.

2011 SAP AG. All rights reserved.

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SAP NetWeaver Business Client - Personalization


Unchecking Show Navigation Panels allows for a low profile menu.

All Work Centers assigned to your user will now appear in the drop-down.

The order of the Work Centers in the list can be changed via drag and drop.

2011 SAP AG. All rights reserved.

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SAP NetWeaver Business Client Quick Launch

Selecting Use Quick Launch instead of Search Bar toggles between the Quick Launch and the Search options.
In this box you can directly enter a transaction code!

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SAP NetWeaver Business Client Help Center


Selecting Help from the link will launch the Help Center.

Here you can browse links and add your own content.

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SAP NetWeaver Business Client Help Center Create Note


Selecting Create from the link will start the Note Editor.

Here you can create your own system Notes that will be visible to other users of SAP Solution Manager. Note that additional help is accessible from the button.
2011 SAP AG. All rights reserved. 36

SAP NetWeaver Business Client Help Center Frequently Asked Questions


Selecting Create from the link will start the Create Question Editor.

Here you can create your own FAQ for SAP Solution Manager users.

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SAP NetWeaver Business Client Help Center Links

You can create your own relevant links by selecting Create Link.

2011 SAP AG. All rights reserved.

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SAP NetWeaver Business Client Prerequisites


. Windows Platform

ABAP Application Server - SAP NetWeaver 7.0 SPS12 or higher SAP GUI SAP GUI 7.10 must be installed (hardware prerequisites same as for SAP GUI) See SAP Note 1029940 for more details on prerequisites

2011 SAP AG. All rights reserved.

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Summary

Summary

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Additional Information

Further Information Regarding SAP Solution Manager


Important Information About Work Center Roles:
There are many changes to the role concept for Work Centers in SAP Solution Manager 7.1 compared to the previous version. For the SAP Solution Manager 7.1 Work Centers, SAP has delivered new scenario-based composite roles for dedicated (defined) users. In effect, SAP has determined the user role and tasks based on the Application Lifecycle Management scenarios, and developed the corresponding roles. Composite roles which contain Work Center roles are delivered, and are based on the authorization roles approach (transaction PFCG). The single roles for the Work Centers do not contain authorizations, therefore it is not necessary to generate an authorization profile. The procedure is also described in the Description tab in each composite role. For example, with the SAP Solution Manager Service Desk, you now have composite roles for key user, processor and administrator. These roles contain all necessary single roles, such as the Work Center navigation role, a dedicated SAP_SMWORK_BASIC_INC*_MAN role, CRM navigation roles, CRM authorization roles for the CRM WebUI, etc. In addition, separate composite roles are also delivered for the Service Provider scenario for the SAP Solution Manager Service Desk. Additional information on composite roles for scenarios is located in the SAP Solution Manager Implementation Guide (IMG) through transaction code SPRO. Note that each end user who works with Work Centers needs to be assigned role SAP_SMWORK_BASIC_* (where * is the Work Center name) for each individual scenario. Full role and authorization details are available in the SAP Solution Manager 7.1 Security Guide, available at the link: http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager <7.1>.
2011 SAP AG. All rights reserved. 43

Further Information Regarding SAP Solution Manager


SAP Service Marketplace
www.service.sap.com/alm www.service.sap.com/solmanvc www.service.sap.com/runsap

Training
Various offerings from Concept & Strategy up to details on different scenarios www.service.sap.com/solutionmanager -> Services -> Training

SAP Solution Manager E-Learning-Maps


Role-specific collection of learning materials, available free of charge for SAP customers www.service.sap.com/rkt-solman

Books and Reading


SAP Solution Manager by SAP Press

SAP Solution Manager Forum in SAP Developer Network


www.sdn.sap.com -> Forums -> SAP Solutions -> Solution Manager

2011 SAP AG. All rights reserved.

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Thank You!
Contact information: Evan Stoddard Senior Product Manager SAP Americas Inc. 610-661-9391 evan.stoddard@sap.com

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