IT Service Management in SAP Solution Manager

Customer
IT Service Management in SAP Solution Manager

- New in release 7.2 Part 1
Digital Business Services, SAP SE
ITSM upgrade from 7.1 to 7.2
SAP Solution Manager 7.2
Release Schedule
H2/2015 H1/2016 End

2017
Ramp-Up Go To Release
2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 3

What happens when you upgrade to SAP Solution Manager 7.2?
Upgrade to new functionality Upgrade User Experience

Key developments Fiori meets SAP Solution Manager:
Process Management incl. BPMN 2.0 modeling
SAP Solution Manager launchpad for personalized
Release Management
user experience
Project Management
Fiori Apps for dedicated use cases (My incidents)
New SAP CRM ITSM functionalities
Embedded Support for any SAP Fiori UIs
Upgrade to latest technology Upgrade to new maintenance interval

Upgrade to SAP HANA as a database: Receive mainstream maintenance beyond
License for SAP Solution Manager included in support contract
Migrate SAP HANA to consolidate all applications on SAP
2017:
Packaged corrections (notes, support packages)
HANA
Technology updates (new databases and operating
Enablement of Enterprise Search capabilities
Integration in social media (SAP JAM, SAP contact center, etc) systems)

Important to Know & Your Next Steps
Upgrade details
The upgrade from SAP Solution Manager 7.1 to 7.2 is standard
Relevant for all ITSM customers:

Low impact for ITSM : Minimal training and configuration effort,
almost a non-event, can be treated as small change
No disruption to 7.1 functionality, innovation can be adopted
at own pace
SAP Solution Manager 7.2 keeps same SAP CRM 7 release.
Only new enhancement packages 2&3 will be shipped.
New SAP CRM based functionalities are delivered with
Business Functions, others are configured via the guided setup
procedure in SOLMAN_SETUP.
New ITSM analytics based on BW 7.4 is delivered. BW 7.0
reports are still in display available.
The split of ABAP and JAVA stacks, and the upgrade to SAP
NetWeaver 7.40 are performed automatically in a standard
upgrade procedure
Optional upgrade step:
The migration to SAP HANA fully supports the one-step-
upgrade approach
SAP HANA and SAP Solution Manager 7.2
SAP Solution Manager 7.2 Adopts SAP HANA!

Good News for All SAP Support Customers:
SAP Solution Manager 7.2 is the first release which leverages SAP HANA.
The adoption of SAP HANA for SAP Solution Manager follows all SAP HANA transition standards
All customers with a valid SAP maintenance agreement can use SAP HANA as database for SAP Solution
Manager. There is no additional SAP HANA licensing required (see link for details)
This extension of usage rights is especially valuable for customers who are:
SAP HANA only
in a transition phase to SAP HANA
paying maintenance for their SAP Solution Manager database
For more information on Usage rights,
i see SAP Support Portal page at:

http://support.sap.com/solutionmanager
1) Does not include any SAP-HANA-related hardware cost.

ITSM upgrade to SAP Solution Manager 7.2
1. Prerequisite: Upgrade procedure

for SAP Solution Manager basic
setup
2. ITSM specific configurations in
Solman_setup
Enhanced guided steps
Required Business Functions
have to be activated
(documentation which features
are enabled)
To be updated configuration
steps are flagged (yellow)
New features to be configured
are flagged ( grey)

Business Functions
Some Business functions that include ITSM pushbutton that indicates attachments, ranking calculation
CRM_ITSM_BULLETINS Bulletin Board
relevant improvements:
CRM_ITSM_COM Content and Text Management
BC_SRV_STW_03 Enable Social Media ABAP Integration 3
CRM_RMD Rule Modeler Usability
CRM_ES_BY_ATTACHMENT Search in Business Object
Attachments, to indicate the attachments search their contents in CRM_SHSVC Multifunctional Shared Service Interation
embedded search Center, for example for checklists
CRM_IC_CEBP IC and Communication-Enabled Business CRM_SWI_1 Integration of SAP Jam with SAP CRM
Processes, for example for checklists CRM_TM_1 Enlarged Text Area and Filters in Text Log
CRM_KA_CI_2 Knowledge Article Content Preview (For more UI_FRW_1 UI Framework
information, see in SAP Note 1619457.)
UI_FRW_1_DOCU UI Framework Documentation
CRM_ITSM Service Request Enhancements, for example, for
search for transactions "with my involvement", displaying a
Thank you
Contact information:
David Birkenbach
SAP SE
Solution Management
David.birkenbach@sap.com
2015 SAP SE or an SAP affiliate company. All rights reserved.

Customer
New ITSM features in SAP
Solution Manager 7.2
Planned
ITSM in SAP Solution Manager 7.2 Innovations
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

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

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

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

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.
2015 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
Customer 16
Rabia Aziz
My Incidents (5) Incident Details
Search Missing Authorization for System FP7

Axel Spenneberg In Process
Missing authorization for system
3 3
8000000830 2014 In Process

Very High Conversation Attachments Details
Printer is broken
Axel Spenneberg: August 30, 2014 09:30:00

8000000831 2014 Author Action
Dear Rabia,
Medium We would like to check your system. Could you kindly provide us the user and
password information?
Need a User in the System Kind regards, Axel
Rabia Aziz: August 29, 2014 13:46:01

8000000832 2014 New Attachments added.
Medium Brief Role Description.txt
Authorization Concept behind our Roles.doc
Screenshot of Errors on Screen.jpg
How to backup Snagit files
Hi,
8000000833 2014 Proposed Solution
I have set the priority to very high. You can very well imagine the consequence of
Medium unauthorized users in a production system. We have checked our roles on our site by
role comparison. From our side all is ok.
Need Licensed Software
FP7 is our production system. Reduced roles and authorizations are causing major
8000000834 2014 Confirmed problems.
Medium
2015 SAP SE or an SAP affiliate company. All rights reserved. Withdraw Confirm Customer 18
ITSM UI strategy in SAP Solution Manager
SAP Solution Manager 7.2
Existing UIs New with SAP Solution Manager 7.2
Web Client UI for CRM bases processes ( ITSM, New Webclient theme Corbu, Blue
CHARM, Requirement Mgmt. etc) Crystal ( Fiori style)
4 predefined Business Roles
Reporter
Dispatcher
SAP Solution Manager Launchpad
Call Agent
Role based SAPUI5 central Start UI
Processor
Business end user mobile apps for iOS and Android
+ Cross Search ( embedded search)
(discontinued in 7.2)
ITSM my incident+ create incident

Fiori apps for Desktop and mobile
devices
Further Fiori apps in planning

Enterprise Search
User
Cross Search via all SAP Solution

Manager areas
Fuzzy & Wildcard Search
Authorization included in
SAP_SUPPDESK* - roles
No TREX required for SAP

Solution Manager on HANA

Embedded Search CRM WebUI

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

Thank you
David Birkenbach
SAP SE
Solution Management

Customer
Service Request 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)

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
Use cases for SAP JAM in ITSM
Launchpad with additional Self

Services and content ( used in SAP IT)
Knowledge Database for Content

Sharing platform
Expert discussion forums for internal

and external access

SAP Jam integration
SAP Jam Feeds / SAP Jam Groups

Find Just in Time Experts and Info
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
2015 SAP SE or an SAP affiliate company. All rights reserved. Customer

2013 SAP AG. All rights reserved. 29
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.

Processing Times
Overview
The Management of Processing Times enables you to monitor the response times of your
service organization. You can use it to control the compliance with the agreements you
have made with the partners involved in the performance of services.

Central Inbox
Overview
Central work list that allows to process

incoming and outgoing e-mails, incidents,
service requests, problems 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
Dispatching & Routing
Transaction Ranking
Transaction Ranking
The transaction ranking helps you to
classify service requests. It is visible in
all contexts in which a quick validation of
service requests is required, for example
in search result lists, in the inbox, or in
the worklist.
By sorting the search result lists, the
transaction ranking provides decision
support for the scheduling of support
tasks and informs the users about the
importance of the processing of a
specific service request.

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.

Bulletin Boards
Use cases
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

Bulletin Boards
Overview
Bulletin Board:
Special message area in
transaction
Bulletin Board:
Assignment blocks in
transaction

Thank you
David Birkenbach
SAP SE
Solution Management

Customer
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
Service Catalog Management
Request Fulfillment 2 alternatives
Purpose Purpose
Increase IT support productivity with standardized IT service delivery Precise guidance of service processing in sequence
Quick and easy guidance with Work instructions Deliver the best solution in a timely manner (SLA based)
Decision based dynamic fulfillment process Provide time and effort feedback for future cost calculations
Checklist Guided Procedure

Enhanced functionality in SAP Solution Manager 7.2 Generation of Operation tasks (transaction type)
Action & Condition Framework enabled, e.g. E-Mail Notifications Time recording and SLA s in Operation tasks
Checklist Steps Enhancements Guided steps with transaction references
Decision-Based, parallel processing Define templates for semi automation
Determination via rules , e.g. based on Categorization Determination via rules , e.g. based on Categorization
Partner determination Similar framework as in Solman_setup
Workflow notification

Checklist Enhancements
Decision-Based Checklists
Checklist Decision buttons (Triggers)
Checklist Steps
Work Instructions
Links
Comment Field

Auto-Refresh capability for Widgets/Searches
Auto-Refresh of a widget can be triggered in a specified interval. The last refresh (which was either
executed manually or automatically) is shown in the result list notification bar.

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.

Notification Framework
Subscribing

E-Mail Management Enhancements
Overview
Maintain Mail Forms Write Email using a Mail Form out of a

Service Request
New: New:
Assign Mail Forms to dedicated business Choose one out of the assigned right mail
roles forms
Use a broader range of Service Request While creating a Mail from within the Service
attributes within the Mail Form Request and take over Email address
Insert a URL link into the Mail Form Add URL link to Service Request while editing

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

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

Revised Solution Documentation
There is no SOLAR documentation structure any more !!! New Solution Documentation UI
References from Solution documentation into incidents keep available Solution is the area to document and design all relevant
and can still be displayed processes.
References to the new Solution documentation structure can be More details see Solution Documentation in SAP Solution
created in the incident document manually Manager 7.2
Using Solution documentation references for search filter

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

Business Requirement Process is integrated with ITSM
Requirement Management completes the ITSM and CHARM

processes
Based on 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 (BR) into an IT understandable
format
Features
Simplified way to submit requirements to IT
Integrated Workflow between BR and IT Requirement
ITR can be linked with PPM project
ITR as an alternative to the RFC

Demo
New ITSM features in 7.2
Customer
Thank you
David Birkenbach
SAP SE
Solution Management

IT Service Management in SAP Solution Manager - New in Release 7.2 - Part 1

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Customer

H2/2015 H1/2016 End

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 3

Upgrade to new functionality Upgrade User Experience

Upgrade to latest technology Upgrade to new maintenance interval

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 4

The upgrade from SAP Solution Manager 7.1 to 7.2 is standard

Relevant for all ITSM customers:

SAP Solution Manager 7.2 Adopts SAP HANA!

i see SAP Support Portal page at:

1) Does not include any SAP-HANA-related hardware cost.

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 6

1. Prerequisite: Upgrade procedure

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 7

2015 SAP SE or an SAP affiliate company. All rights reserved.

A major EVOLUTION. But no REVOLUTION!

Extended Checklist SAP Solution

Embedded Search HANA enabled

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 12

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 13

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 14

Visit SAP Improvement Finder: Benefit and Use

Visit Customer Influence Site :

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 15

SAP Solution Manager

New SAP UI5 based dashboard applications

Step-By-Step renewal of existing applications to

Central entry point

Improve User Experience Continuously

My Incidents (5) Incident Details

Search Missing Authorization for System FP7

8000000830 2014 In Process

Axel Spenneberg: August 30, 2014 09:30:00

Rabia Aziz: August 29, 2014 13:46:01

Existing UIs New with SAP Solution Manager 7.2

ITSM my incident+ create incident

Further Fiori apps in planning

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 19

Cross Search via all SAP Solution

Fuzzy & Wildcard Search

No TREX required for SAP

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 20

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 21

Preconfigured BW with SAP Solution Manager

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 22

2015 SAP SE or an SAP affiliate company. All rights reserved.

Contact dates of a business partner.

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 25

Market leading enterprise social

Internal private and public groups

Streamlined content contribution

Embedded in and connected to

Connect the entire organization

Launchpad with additional Self

Knowledge Database for Content

Expert discussion forums for internal

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 27

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 28

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 30

2015 SAP SE or an SAP affiliate company. All rights reserved. Customer 31

Central work list that allows to process