Incident-Problem Management Overview - ALM Solution Management - 2011 PDF

Incident Management
Overview
ALM Solution Management
2011
Application Incident Management
Infrastructure
ERP, SCM,…
SAP Business Suite SAP

Collaboration
Incident &
Service
Request
SAP CRM Service Management
Service Level Problem
Management Management
SAP ERP (HR, FI, Customer

Asset)
Installed-Base Change
& Object
Management
Management
SAP CRM
Knowledge
IT Service Mgmt. Management
Projects Root Cause Analysis Montoring & Alerting

Interoperability
with ALM processes
Change
Test Management
Management
© 2011 SAP AG. All rights reserved. 2

Overview- Process
Incident inbound channels Incident & Problem Management Incident/Problem follow-ups
Receive
SAP solutions
SAP Support
Search
Enduser Self
Service Change Request
Dispatch
3rd party Help Desk Analyze 3rd party Help Desk
Forward
Phone & E-Mail via
Interaction Center Tasks
Provide Solution
ALM process (Test,

Implementation, Analytics Known Error
Alert,etc.)

Use case - IT Service Management
ITSM for the whole IT customer solution
Enterprise Support SAP Solution Manager

Solution Documentation
(Business Process Descriptions)
New sales opportunity Entered in SAP ERP / Saved in 3rd party Printing
received via mobile device CRM System database of Invoice
SAP
Mobile Components Database Printer
„Need „Low perfor- „Can´t save „Printer is

Firm-ware mance in my data“ out of
update“ PO1“ paper“
Repair
Research
Resolve

Use case - SAP support centric use case
Customer SAP
Incident is
SAP Service
Business User Key User
Marketplace
recorded
Search for
Solution SAP
SAP Application Notes
Database
Forward
Customer
Knowledge SAP Support
Database Problem
Root Cause
Root Cause Root Cause
Solution Solution

Inbound channels
SAP Frontend Integration
The SAP Frontends have an preconfigured integration into the Application Incident
Management of SAP Solution Manager .
The user of SAP solutions can create incidents out of their current transaction.
The incident will be enriched automatically with system information (e.g. User,
Support Package level, transaction, etc.)
The SAP component is auto-assigned based on the transaction from where the
user creates the incident.
Following SAP Frontends

are supported:
 SAP GUI
 SAP Netweaver
Business Client
 SAP Portal
 SAP CRM WebClient

Web Self Service for Reporter configurable on Web Client
The Business role ITSM_Requestor is designed to create incident messages in an

end user self service scenario.
The Business role can be configured to customers requirements

Web Self Service for Reporter WorkCenter Incident Management
SAP Solution Manager still provides a Work Center UI for Application Incident
Management.
It contains a preconfigured role for end users to
 Report new incidents
 Track, reply and confirm the own incidents
and a preconfigured UI for message processor to

 Define own search queries
 Status overview
 Monitor a watch list
 Preview on incidents

Interaction Center* for IT Service Desk Agents (1)
All functionality relevant for IT service desk agents can be found in the IT Service
Desk Agent role.
*Pricelist component
Interaction Center for IT Service Desk Agents (2)
SAP CRM Interaction Center provides IT service desk agents with a

multifunctional framework including all of the tools they need for their jobs:
 Role-based access
 Account identification with object and installation identification
 Interaction History
 Incident, Problem, Request for Change Management
 Agent Inbox
 Knowledge Article Search
 E-Mail Response Management System
 Scripting, Alerts and Messages
 Transaction Launcher
 Optional integration with SAP Business Communication Management
or 3rd party telephony system

E-Mail inbound
Incidents and problems are now enabled for

E-Mail Response Management System in Interaction Center environments,
allowing:
Automatic creation of Incidents and problems based on ERMS processed
inbound e-mails
Automatic linking of reply e-mails to the
original Incident / problem
Routing of a generated service
request / problem to a specific
service team
or employee responsible
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith

Build & Design Phase
Build& Design Test Deploy Operate
Create & track issues in Create & track issues in configuration

design
Makes Business Blueprint and Configuration issues transparent

Test Phase
Build& Design Test Deploy Operate
Testing
Integration Testing
Log & track test defects
Error while testing
Set status of test to „error‟
Create a Service Desk message with

context of test case
Determine route to test case owner
Resolve error and return to tester
Retest the test case and confirm Service

Desk message
Test case successfully finished
Use Service Desk for central test defect resolution

Deploy Phase
Build& Design
Test Deploy Operate
Create follow-up activity to deploy changes to resolve an incident

Incident
Solve incident with SAP note
Support employee creates follow-up

Change Request from incident
Change Request confirmed by

Change Manager
Create a Change Document
Implement SAP Note
Test changes
Deploy in productive system
Feedback to support employee/

requester
Service Desk to log business change requirement

Operate Phase
Build& Design
Test Deploy Operate
Technical Alert Monitor Business Process Monitoring

alerts
Application Incident Management supports the workflow for resolution

of alerts , increases the availability of the IT solution, and minimizes
negative business impacts

3rd party Help Desk integration
SAP Solution Manager offers a bi-directional interface that enables the exchange
of messages between Service Desk and third party help desk tools or another
SAP Solution Manager Service Desk. It enables customer to use SAP Solution
Manager for SAP related incidents in addition to an existing Help Desk tool.

Integration with SAP CRM Shared Service (1)
IT
SAP Service Billing and Cost
Management Allocation
Service Asset Mgmt

Manage-
Application Incident Management ment
Resource
Finance
Management Management
• SAP CRM Release 7.0 provides a standard interface to SAP Solution Manager, for Incident
Management.
• Incident messages can be transferred from CRM to the SAP Solution Manager for further processing,
e.g. by Global SAP Support.
• The incident messages are replicated and the CRM status keeps synchronized while the processing in
SAP Solution Manager.

Integration with SAP CRM Shared Service (2)
 If an incident you have created in the SAP CRM

system needs to be processed in the SAP Solution Incident Details
Manager system, you can set the SAP Solution
Manager Process status. This will create a
corresponding incident in the SAP Solution
Manager and the incident will be processed there.
 Status and other updates will be reflected in the
SAP CRM system.
 The IT service desk agents

and IT service professionals
have easy access to the
SAP Solution Manager work
centers, e.g. if they quickly
want to check some
information about an SAP
application.
Incident & Problem Management
from a ITIL perspective
“The Objective of Incident Management is to restore

“ normal operations as quickly as possible with the least
possible impact on either the business or the user, at a
cost-effective price.
The primary Objectives of Problem Management are to
prevent Incidents from happening and to minimize the
Impact of Incidents that cannot be prevented”
Information Technology Infrastructure Library
(ITIL)
SAP Solution Manager supports the complete processes of Incident
Management and Problem Management and offers a high integration
with SAP and IT environment. This helps customers to lower the
meantime to resolution and by this to increase the availability of
mission critical business processes and to gain 100% transparency
on issues and challenges.

Incident Details (1)
In the Incident (Service

Request) Details
you can document
 who has reported the

issue and who is
responsible for it
 the processing status
SLA dates
 the impact, urgency,
priority and multiple
categories
In the incident you have
access to
 textual descriptions of
 Dispatch diverse text types
 Auto Complete  which objects are
 You can create an incident ‚from  Find Related affected
scratch„ or from a template. Problems  whether the incident is
 You can copy an existing incident  Find Knowledge assigned to a
 You can create follow-up transactions Articles problem, request for
from the incident, for example, a  Unlock change, or knowledge
problem or a change request  Send E-Mail article
 Print / Print Preview

Incident Details (2)
In the incident, you have access to detailed

information such as
 SAP Attributes and Collaboration activities

 Related knowledge articles and further related
transactions
 Attachments and notes (correspondence, SAP Notes)

ALM process integration (Testcase defects, Alerts,)
Information about related Business processes
 Date and duration information
 Time recording
 Organizational data and parties involved
 Change history and processing log
3rd party Help Desk interfaces
Problem Details (1)
In the Problem Details

you can document
 who has reported the

issue and who is
responsible for it
 the processing status
and requested start and
end date
 the impact, urgency,
priority, problem
category and further
categories
 textual descriptions of
diverse text types
 which objects are
affected
 whether the problem is
assigned to a
knowledge article or
request for change

Problem Details (2)
 You can create a problem ‚from

scratch„ or from a template.
In the problem you have  You can copy an existing problem
access to  You can create follow-up
transactions from the problem, for
 Dispatch example, a knowledge article or a
 Auto Complete service confirmation
 Find Knowledge Articles
 Send E-Mail
 Print / Print Preview
 Display Object Relationships

Related Incidents
If several incidents (or service requests) are probably related to the same root
cause, the IT service professional can assign these incidents to a problem.
The IT service professional can search for the incidents via value help, or via
“Find Related Incidents“.
“Find Related Incidents“ gives a list of incidents which have the same catalog
categorization as the problem. The IT service professional can select the relevant
incident/s and assign them to the problem.
To stop individual processing of the incidents, the IT service professional can
lock the incidents to the problem, so that only the problem needs to be
completed and the locked incidents will then be automatically closed.

Unlock an Incident from a Problem
An incident can be assigned and locked to a problem (or also a request for change). In
this case the incident will not be processed individually. The completion of the
problem (request for change) will automatically close the incident.
If an incident is locked to a problem (request for change)

but the IT service professional would like to process it
individually after all, the employee can select ”Unlock“ in
the incident to open the incident again
for processing.

Create Knowledge Article as Follow-Up
 If you have found the reason

for a problem, you might want
to create a knowledge article
for it.
 From the problem you can

create a knowledge article
through “Create Follow-Up”.
The new knowledge article can
then be used for issue
resolution of future incidents.
Incident & Problem– Features
Problem Overview
A problem is an incident to which one or more incidents are assigned and locked. When many
incidents are locked to a problem, users process only that problem rather than processing
multiple incidents individually.
Nearly all functions as

described for the Incident also
apply to the problem.
Not included in the problem
are:
• Unlock
• Find Related Problem
• Process Flow of Service
Request
In addition to incident
functions, the problem offers:
• Related Incidents
assignment block to
bundle incidents
• Pricing, shipping and
billing assignment blocks

SLA Determination and Date Calculation
 Service and response profiles can be assigned to several SLA-relevant

objects, such as contracts, products, objects, installed bases, and sold-to
parties.
 In the Incident, the service and response profiles can be flexibly determined
from these objects based on a determination procedure.
 Dates like “To Do By“ can be automatically calculated based on the service
and response profile information.

Escalation
When the due date of an incident,

problem, or request for change is
exceeded it can be escalated by a
background action.
Escalation level is increased Due < Current?
Escalation date is set
The transaction can be escalated in two

levels.
Escalations can be lowered by a

manual action in the transaction.
Escalation level is reduced
Escalation date is deleted

Solution Categorization
Solution categories are used to classify

problems, for example, as known error or
problem caused by change.
The solution categorization can be set
after a final solution has been found. It
has mainly reporting benefits to analyze
the efficiency of the Problem
Management.

Functions Based on Multilevel Categorization (1)
The incident / problem can be categorized on multiple levels with several

categorization blocks.
 To “auto complete“ a Incident, the processor needs to select a categorization

and the system can then find and copy a template which was assigned to this
categorization
 Problems with the same categorization as entered in the Incident can be

proposed by the system when choosing “Find Related Problems“
 Knowledge articles with the same categorization as entered in the Incident can
be proposed by the system when choosing “Find Knowledge Articles“

Example: Find Knowledge Articles (2)
„Find Knowledge Articles‟ finds knowledge articles which have the same categorization on header level as
a incident, problem, or request for change.
Dispatch
Dispatching allows to assign a incident / problem to another employee or

service team based on flexibly definable rules, for example if a help-desk
agent cannot solve an issue remotely and wants to dispatch the incident to
the 2nd level support.
Rules for dispatching are set up in the Rule Modeler.

Knowledge Article Integration
To help process the Incident, the processor can search for knowledge articles in
the Incident:
 Knowledge Articles assignment block: Search for relevant knowledge articles via F4
help
 Find knowledge articles (from the “More“ button on header level): Proposes
knowledge articles which have the same categorization as the Incident
 Suggest knowledge articles (from the Knowledge Articles assignment block):
Proposes knowledge articles which are assigned to a category in the categorization
schema

Durations
The system can automatically calculate the duration of a Incident.
Per default, two duration types are delivered:

Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“
Total duration: Calculates the total time it took to complete the transaction
You can display durations in the Dates assignment block as well as in the Service Level
Agreement assignment block.

Follow-Up Transactions and Scheduled Actions
You can configure the system so that you can create all sorts of transactions
as follow-up of a Incident, for example a Request for Change:
You can schedule and execute actions in the Incident:

Related Transactions
In the Related Transactions assignment block,
 the system automatically updates links to transactions which are related to

the Incident processing, e.g. the Interaction Record, a service contract, or a
knowledge article which was created as follow-up of the Incident
 you can manually add any further transactions which are relevant for the
Incident to refer to them

Display Object Relationships
If object relationships exist for an object entered on the Incident„s header,

you can display the relationships from the Incident.

Processing Log
 The processing log provides a consolidated audit trail of changes made to a

transaction
 Various log types are available for selection
 One type can be defaulted for viewing
 Changes to fields can be logged selectively

Time Recording
Time Recording enables fast and easy entry of time spent working on a
incident or problem:
Time record details can contain: Actual duration, employee responsible, service
product quantity, service type, valuation type, etc.
Typically the user only needs to enter the actual duration and start time
If you have SAP CRM Service Confirmation Management activated, the system automatically creates a
service confirmation item per entered time record

Auto Suggest Knowledge Article Alert in Interaction Center
To automatically inform agents about knowledge articles matching the

service transaction„s categorization, an alert can be set up:
From the alert, the agent can:

 access the list of proposed knowledge articles
 review the knowledge articles details
 send the knowledge articles via e-mail
Attachments
The Attachment Assignment Block offers to upload any document from your hard
disk or to link to existing documents in the content of the Knowledge Database
Any changes on attachments are saved in versions.
It is possible to check in /check out documents of the attachment AB.
A where used list shows all related documents where the attachment is linked to.

Business Role SOLMANPRO with SAP Solution Manager specific enhancements
The Business Role „ SOLMANPRO“ is designed to process professionally incidents,

problems, requests for changes and change documents. It substitutes the existing
CRM role „ITSERVICEPRO“
The role includes functional enhancements and deep integration in ALM processes
of SAP Solution Manager.
It runs integrated in the existing
SAP ITSM
functionalities, so
typical SAP CRM
or SAP ITSM
functionalities can
further be used .

Substitutes
In the Work Center Incident

Management , you can easily
define substitutions.
Who is substitute for me in a
specific period and receive all my
work items.
For whom I substitute in a specific
period and receive all his work
items.
Alternatively the substitution can

also be set in the Business
Partner Master data with
relationships.

Business Process assignment
In the Assignment Block „Projects“ it is possible to assign any process /

process step based on the Solution documentation (in transaction solar01).
Multiple assignments are possible.
If an incident was reported out of the Business Blueprint, the process

assignment is automatically done.
You can e.g. display all incidents based on Business process search

SAP Collaboration (1)
 The Assignment Block „Sap Collaboration“ is used to create SAAp support messages.
 It guides the user through several steps where at the end the incident / problem will create
a corresponding message in SAP Support Backbone.
 All the further communication with SAP can be done here
 Before sending a message to SAP we recommend to search in the SAP xSearch, which is
search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc.

 It is also possible to open a service connection to SAP and maintain login data, so SAP
support employees can remote login and make an analysis.
 The guided procedure collects again all relevant data, that you want to send to SAP
Support
 In case the priority is high or very high it would also be necessary to maintain Business
consequences.

 With a prerequisite check, it will be avoided that messages would not be created, because
of e.g. a mismatch with the assigned S-user and installation number.
 In the final step you get an overview about all data that would be send to SAP.
 In the AB you also would confirm the SAP message and fill in the Positive Call Closure.

SAP Notes
 In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP
message will be displayed.
 It is also possible to add manually SAP notes or to start the SAP Notes search on SAP
Service Marketplace.

Text Management
 Better overview about text log history

 Use text templates (personnel or system templates)
 Maintain own text templates(personnel or system templates)
 Use filter to focus on specific text types
 Activate /Deactivate the display of the system context
 Increase / Decrease the text area
 Activate / Deactivate the Rich text formatting

Test defect Management
Find detailed information about the the related test case if the incident was created
out of SAP Solution Manager Test Management in case of an test defect.
Use the Incident Management search to find all incidents related to an Testplan.

Business Process Monitoring Alerts
The Assignment Block shows the relevant Project or Solution and the process in
which the Business Process Monitoring has detected an alert. Those alerts can
automatically trigger to create an incident message.
In this AB it is possible to identify which Business process is affected and if you
show the alert you will get further details of the monitoring alert.

3rd party interface
If the 3rd party Web Service interface is activated to connect SAP Solution Manager
to another Help Desk system, in this Assignment Block the synchronization per
incident would be managed.
It is possible to be connected with multiple 3rd party systems
You can trigger manual actions, such as synchronize, send message, etc. here

Individual actions
 There are individual actions that are

preconfigured in SAP Solution Manager .
Most of them are bundled with conditions Dispatch to different team
and are therefore processed in background.
Z_Action1
 The actions that can be triggered manually
Z_Action2
could be performed in the Assignment Block
„Scheduled actions“
 Alternatively the actions that start a method
could also be triggered in the Menu bar.
 Customers can use the actions to realize
individual steps in the support process

SLA Alerts & Escalation
 Definition of Service times

 Definition of IRT and MPT times based on
priorities
 Maintain SLA relevant Status
 Automatic Recalculation of IRT/ MPT in
case of Status- or Priority changes
 Percentage of left over time of reaction
and processing time
 Definition of percentage level which is
setting an additional escalation status
 Escalation triggers notification to an
Business Partner (to specified which?).

© 2011 SAP AG. All rights reserved
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Incident Management

SAP Business Suite SAP

SAP ERP (HR, FI, Customer

Projects Root Cause Analysis Montoring & Alerting

© 2011 SAP AG. All rights reserved. 2

Incident inbound channels Incident & Problem Management Incident/Problem follow-ups

3rd party Help Desk Analyze 3rd party Help Desk

ALM process (Test,

© 2011 SAP AG. All rights reserved. 3

ITSM for the whole IT customer solution

Enterprise Support SAP Solution Manager

„Need „Low perfor- „Can´t save „Printer is

© 2011 SAP AG. All rights reserved. 4

Root Cause Root Cause

© 2011 SAP AG. All rights reserved. 5

Following SAP Frontends

 SAP CRM WebClient

© 2011 SAP AG. All rights reserved. 7

The Business role ITSM_Requestor is designed to create incident messages in an

The Business role can be configured to customers requirements

© 2011 SAP AG. All rights reserved. 8

and a preconfigured UI for message processor to

© 2011 SAP AG. All rights reserved. 9

SAP CRM Interaction Center provides IT service desk agents with a

© 2011 SAP AG. All rights reserved. 11

Incidents and problems are now enabled for

© 2011 SAP AG. All rights reserved. 12

Build& Design Test Deploy Operate

Create & track issues in Create & track issues in configuration

Makes Business Blueprint and Configuration issues transparent

© 2011 SAP AG. All rights reserved. 13

Build& Design Test Deploy Operate

Set status of test to „error‟

Create a Service Desk message with

Determine route to test case owner

Resolve error and return to tester

Retest the test case and confirm Service

Test case successfully finished

Use Service Desk for central test defect resolution

© 2011 SAP AG. All rights reserved. 14

Create follow-up activity to deploy changes to resolve an incident

Solve incident with SAP note

Support employee creates follow-up

Change Request confirmed by

Create a Change Document

Implement SAP Note

Deploy in productive system

Feedback to support employee/

Service Desk to log business change requirement

© 2011 SAP AG. All rights reserved. 15

Technical Alert Monitor Business Process Monitoring

Application Incident Management supports the workflow for resolution

© 2011 SAP AG. All rights reserved. 16

© 2011 SAP AG. All rights reserved. 17

Service Asset Mgmt

© 2011 SAP AG. All rights reserved. 18

 If an incident you have created in the SAP CRM

 The IT service desk agents

“The Objective of Incident Management is to restore

© 2011 SAP AG. All rights reserved. 21

In the Incident (Service

 who has reported the

© 2011 SAP AG. All rights reserved. 22