ITM265 Experience what's new in IT Service

Management in SAP Solution Manager 7.2

Public
Speakers

Las Vegas, Sept 19 - 23 Bangalore, October 5 - 7 Barcelona, Nov 8 - 10

David Birkenbach Sharath Shasheendran David Birkenbach

Axel Schulze Axel Schulze

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 2

Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of
SAP. Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or
any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
presentation or any related document, or to develop or release any functionality mentioned therein.

This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms
directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice.
The information in this presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality.
This presentation is provided without a warranty of any kind, either express or implied, including but not limited to, the implied
warranties of merchantability, fitness for a particular purpose, or non-infringement. This presentation is for informational
purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this
presentation, except if such damages were caused by SAPs intentional or gross negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially
from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only
as of their dates, and they should not be relied upon in making purchasing decisions.

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 3

Agenda

Overview new ITSM functionalities in SAP Solution Manager 7.2

Demo exercise
Hands on exercise

ITM301 (L)

i IT Service Management: Plenty of New Features

in SAP Solution Manager 7.2

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 4

SAP Solution Manager 7.2
IT Service Management improvements
Usability enhancements:
Service Catalog Management
Third-party interface improvements
Checklists and automatic dispatching
SAP Jam integration
Improved analytics

User Experience with SAP Fiori option:

Button configuration
Save Personalization
Colors in results lists

Foundation:
SAP HANA-enabled
SAP CRM 7.0 EhP3
SAP NetWeaver 7.4

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.
2016 SAP SE or an SAP affiliate company. All rights reserved. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement
Public 5
ITSM in SAP Solution Manager 7.2
A major EVOLUTION. But no REVOLUTION!

Button configuration
Save Personalization
ITIL KPI package on BI 7.4
Colors in result list
HTML5 Dashboard
Cancel search process
ITSM Many more

Extended Checklist SAP Solution

Manager 7.2
Bulletin Boards Cross Search
Processing times 3rd party interface enhancements
Notification Framework SAP Fiori UI for business user
SAP JAM integration Service Catalog Management
Central Inbox

Embedded Search HANA enabled

Performance SAP NetWeaver 7.4

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 6

SAPs unified UI strategy

SAP Solution Manager

Ultimate User Experience for
Launchpad
business and low-touch users using SAP Fiori

New SAP UI5 based dashboard applications

Step-By-Step renewal of existing applications to

SAPUI5 / Fiori based on customer usage/impact

Central entry point

Personalizable Role based access to remaining applications based
Extensible on WebDynpro & CRM UI

Improve User Experience Continuously

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.
2016 SAP SE or an SAP affiliate company. All rights reserved. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a
particular purpose, or non-infringement
Public 8
Embedded Support

Use case

SAP Frontends integrate the user interface to create a support message (incident) which is processed in a connected SAP
Solution Manager The target system automatically provides context information for the processing of the support message.

Customers have option for embedded support if they are using

Solution Manager for ticket processing
Available in the following SAP Frontends
SAP Gui ( with context)
SAP Fiori( with context)
Collects client context + last 30 log messages
Collects server context + gateway logs
SAP CRM WebClient
SAP Netweaver Business Client
Automated determination of SAP Component (CSN) for
application causing issue

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 9

ITSM UI strategy in SAP Solution Manager
Embedded Search - Fiori
User

Cross Search via all SAP Solution

Manager areas

Fuzzy & Wildcard Search

Authorization included in
SAP_SUPPDESK* - roles

No TRex required with SSM 7.2 on

HANA

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 10

ITSM UI strategy in SAP Solution Manager
Embedded Search CRM WebUI

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 11

Incident transaction enhancements
Displaying additional information in the UI

Contact dates of a business partner.

While editing a service request, the function allows you to
have the contact data of the reporter or processor of a
service request directly on the screen .
Number of processors that have edited a service request in
the service request overview page.
The system counts how often the partner of the partner
function for the responsible employee has been changed.
Time zone and the local date and time of the business
partners:
In the service request header
In the parties involved assignment block (time zone and
local date and time)
In the master data of the business partner (time zone and
local date and time)

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 12

ITSM Analytics

Preconfigured BW with SAP Solution Manager

Setup
Upgrade from BW 7.02 BW 7.4 (auto)
New ITSM extractors & info provider new setup
required
KPI content
Cross ITSM &CHARM Dashboard
Predefined ITSM KPIs
Associated KPIs
Frontend
Analytics Launchpad on SAPUI5 (SAP Fiori like)
Configurable KPI view (own tiles, further drill downs,
etc.)
Extendable with BW Query Designer

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 13

Introducing SAP Jam
Social business collaboration built for business execution

Market leading enterprise social

networking

Internal private and public groups

for team collaboration

Streamlined content contribution

and annotation, including video

Embedded in and connected to

service & support processes

Connect the entire organization

Access anywhere via mobile
Integrated directly to ITSM apps on iPhone, iPad, BB and
documents Android
2016 SAP SE or an SAP affiliate company. All rights reserved. Public 14
Find experts and info just in time

Business Value
Increase customer satisfaction by finding high quality answers faster
Key Features
Quickly locate experts and key information from across the
company, across back end systems
Crowd source insight to key problems
Recommend topics, videos, content and even specific answers to
guide your community
Find the best ideas with ranking, pro and con tables, voting and
polls
In context notification and updates of critical front and back office
data keep you informed
Recommended content and training keep you up-to-date and
ahead of the game

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 15

Processing times
Features

In the processing times management context, the planned response times are
target values for the durations of services that you have agreed with the different
partners of the service provision. With this framework, you can compare the
planned with the actual response times. You can use this data to do the following:

Collect empirical values to improve your service portfolio and to have a valid data basis for your contract
design
Optimize your services and the collaboration of your service teams
Optimize the scheduling of your workforce planning
Informing the processors of services at a glance that critical thresholds have been reached.

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 18

Notification framework
Use case

The Notification Framework enables you to keep your business partners informed
about the status and the progress of business transactions. It enables you to subscribe
yourself or a group of persons to a transaction or to transactions that have specific
attributes.

Example
You want to ensure that all parties involved in a service request transaction are informed when the priority of a
transaction is set to very high.
You are the central contact for a customer. You want to get automatically informed when the customer
contacts your service desk.
You are the reporter of an incident. You want to get informed when the status of an incident has changed.

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 19

Notification framework
Subscribing

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 20

Central inbox

Central work list that allows to process incoming

and outgoing e-mails, business transactions, and
various other objects
Various search and result list improvements as e.g.:
Quick Search
Additional search criteria
Use of multiple values in the advanced search
Document flow shows all referenced transactions
Predefined inbox search tables
Refresh-Button
I-Button (Show Search Processing Log)
Reserve- / Reset Reservation-Buttons
Forward-Button (manual)
Reference-Button (linkage with one of the recent transactions)
Preview On/Off
Show Table / Show Tree
Now included in SOLMANPRO
2016 SAP SE or an SAP affiliate company. All rights reserved. Public 21
Dispatching & routing
Forwarding service requests

Forwarding by Using the Dispatch Button

With the dispatch button in the toolbar, you can forward a service request to a business partner who
is evaluated by a rule policy.

Forwarding Automatically by Changing a Service Request

You can also forward a service request automatically. In Customizing, you can define which field
changes should trigger the rule policy for forwarding a service request. In addition, you can define
the business roles and transaction types that use the automatic forwarding.

Forwarding by Selecting a Customer-specific Button

With this function, you can forward a service request manually by pressing a customer-specific
button in the work area toolbar.

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 23

Bulletin Boards - Basics

With the Bulletin Board, you can provide a framework that enables you to implement a transaction or
master data independent information flow. You can post notes concerning business partners or
installed base and display them in the master data and in transaction types that are related to these
objects. The Business Function CRM_ITSM_BULLETINS has to be activated.

The Bulletin Board enables you to assign notes to the following objects:
Installed Base
Installed Base reference objects
Installed Base components
Partner functions on transactions
Business Partner relationships on Business Partners

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 24

Bulletin Boards
Overview
Bulletin Board:
Special message area in
transaction

Bulletin Board:
Assignment blocks in
transaction

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 25

Service Catalog management
IT Service enhancements in SAP Solution Manager 7.2

ITIL compliant process

New Employee
IT Service product definition
Structure services in different catalog views Type: Catalog Product

Service Order process

Standard Laptop
Business Self Service Type: ITSM Material
Sales Order

Approval procedure
Order items: Material and/or Service Requests Laptop Delivery Service Request /
Guided
Bundle service packages Password Reset Type: ITSM Service Procedure

Direct Service Requests Type: Direct Service Request

TOP ranking
Service specific questionnaire Service Request /
ERP integration Guided
Procedure

Integration in Incident Management

Related IT Service as reference object
Determination via category
2016 SAP SE or an SAP affiliate company. All rights reserved. Public 26
Checklist enhancements
Decision-based checklists
Checklist Decision buttons (Triggers)

Checklist Steps

Work Instructions

Links

Comment Field

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 28

Web Client improvements
CRM basic features delivered through customer connection program 2014/15 (1)

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 29

Web Client improvements
CRM basic features delivered through customer connection program 2014/15 (2)
Attachment Icon in Business Transaction Search Applications (SAP Note:
0002141594)
Cancel search button should lead back to search screen (0002155098)
Header System Information (0002139001)
Multi-Column Sorting on Tables (0002131434)
Enable nav links to be opened within a new tab/window (0002135300)
Drag and Drop for attachments of e-mails in the IC (0002127681)
Timeout warning popup and countdown clock (0002119701)
Mass tagging of objects from a search result and a mixed list (0002045716)
Common field labeling - Provide a comprehensive user guide on how to change
labels in CRM 2133755
Consider partner function category "Contact Person" for transactions
(0002104955)
Change history: Display changes for a specific timeframe (0001972182)
Integrate the CRM attachment with the CRM embedded search (0001977197)
Automatic Save (0002046890)
Translation function in CRM WebClient UI for categorization (0002056223)
Logo customizable per Business Role (0002023680)
Default Values for Advanced Search Pages (0002045936)
Auto-Adjust Personalization (0002045421)
Saved Search keeps the sorting order (0002032639)
Default Value for Drop Down Lists 2193909
2016 SAP SE or an SAP affiliate company. All rights reserved.
Mass change common attributes of installed base components (object type)
Smart Value Help Personalization - Provide the user the option to turn on either the
Saved Entries or the Smart Value Help features. 2149887
Change history: Display changes for a specific timeframe in (0002013500)
WEBCUIF Enhanced Mobile Browsers Support (0002004217)
Table Personalization enhancements features (0001855398)
Conditional formatting of the table cells (0001937399)
E-Mail Editor Enhancements (0001924585)
WebClient : Navigate result list from Overview Page (OVP) (0001867097)
Preview for Tags in Tag Clouds (0001873316)
Navigation issue with saved search for agent inbox (0001873711)
Fuzzy Search: Sort by similarity, remember setting (0001784694)
Improvement of Recent Items functionality (0001769401)
Extend Tag Cloud search help in order to search for all exis (0001792873)
Central Edit Button for Master Data (0001578112)
Enlarged Text Area and Text Log (0001650347)
Direct navigation to object when search criteria is unique (0001658819)
Public 30
SAP Improvement Finder & Customer Influence site

Visit SAP Improvement Finder: Benefit and Use

Find areas for improvement in SAP CRM
Use established maintenance processes (SAP Notes;
support packages)

http://www.sapimprovementfinder.com

Visit Customer Influence Site :

CRM based SAP Solution Manager
Follow current developments in the CRM2016 influence requirements
projects which had also SAP Solution Manager specific
requests based on SAP CRM?

To be released H2/2016
https://influence.sap.com/CRM2016

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 31

Revised Solution Documentation

There is no SOLAR documentation structure any more !!! New Solution Documentation UI
References from Solution documentation into incidents remain Solution is the area to document and design all relevant
available and can still be displayed processes.
References to the new Solution documentation structure can be
created in the incident document manually

Using Solution documentation references for search filter

Create incidents based on solution documentation elements instead of
technical elements ( system, CI, category, etc.)

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 32

SAP Solution Manager 7.2
Business Requirement process will be part of the standard

Requirement Management completes the ITSM and CHARM

processes
Based in CRM transaction types
Integrated with the CHARM process
Business Requirements
Inbound channel for End users or Business Process Experts
SAP Fiori App for Business User
IT Requirements
Translation of the Business Requirement into an IT understandable format
Features
Simplified way to submit requirements to IT
Integrated Workflow between BR and ITR
ITR can be linked with PPM project
ITR as an alternative to the RFC

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 33

IT Service Management with SAP Solution Manager
Integration

Asset Management
SAP Power Designer FI/CO
HR Org &
Time Sheet
BP
ARIS

Incident /
Application Landscape Business Request Change
Problem
Processes Management Management
Management 3rd party
Directory
System Landscape Directory Service Desk /
Knowledge Management Operational Service Provider
non SAP SAP Landscape Activities / Guided
IBase / Configuration & Asset
Management Procedures
IObjects Management
Database 3rd party
Availability & execution engine
SAP IT Infrastructure Capacity Event
Performance
Management Management Management
Management

Discovery & CMDB

Active Monitoring

Master Data Process

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 34

External service desk interface in SAP Solution Manager 7.2

Enhanced mapping based on transaction type for

Text Type
SAP Solution Manager 7.2 ITSM
Priority
Business Partner Functions
Transfer of additional Business partners
Up to 10 additional business partners (beside
Agent/Reporter)
Possibility to modify exchanged ticket before and after
maintenance/creation
Support customer specific proxy object
Improved flexibility to connect to external service desks
that do not match the predefined message format.
Improved Error Messages
Support of Problem transfer
3rd party Help Desk solution

Interface Certification for 3rd party vendors possible

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 35

Demo

Exercise

Public
IT Service Management - Exercise
Incident Management while passing some new features

End User
Create Confirm
Incident Knowledge Incident
Incident search Incident
occurred closed
IT Support 1st level

SLA

Process
Incident

Dispatch

notification
Related
Expert IT Support 2nd level

Problem ?

Related Provide
Problem ?
Solution
Process
Incident
Knowledge
search SAP JAM
integration

Support with
expertise

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 37

Further information

Related SAP TechEd sessions:

ITM301 - IT Service Management: Plenty of New Features in SAP Solution Manager 7.2

SAP Public Web

General overview
http://support.sap.com/solutionmanager
Focused solutions overview
http://support.sap.com/focused
Documentation
http://help.sap.com/solutionmanager72
Learning Maps and Guided Discovery Tutorials
http://support.sap.com/ekt-solutionmanager
SCN
https://wiki.scn.sap.com/wiki/display/SM/Solution+Manager+Home
Discussions
https://scn.sap.com/community/it-management/alm/solution-manager

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 39

Feedback
Contact information:
Please complete your
David Birkenbach
session evaluation for SAP SE
ITM265 David.Birkenbach@sap.com

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 40

 2016 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate
company) in Germany and other countries. Please see http://www.sap.com/corporate-en/about/legal/copyright/index.html for additional trademark information and notices.

Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.

National product specifications may vary.

These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its
affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and
services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as
constituting an additional warranty.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop
or release any functionality mentioned therein. This document, or any related presentation, and SAP SEs or its affiliated companies strategy and possible future
developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time
for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-
looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place
undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

2016 SAP SE or an SAP affiliate company. All rights reserved. Public 41