How You Benefit from

SAP Solution Manager

Overview

Anja Schindler

Product Management

SAP Solution Manager

What Is SAP Solution Manager?

How To Use SAP Solution Manager?

Summary
 A Different Approach

A different approach is required for

managing IT solutions

It is characterized by the following

aspects

Integration
Integration is vital because you need
one place where all information comes
together

Life-cycle orientation
Life-Cycle Orientation is vital because it
structures the customers’ tasks that
customers from a time perspective

Business-process orientation
Business processes are the glue for the
information which is acquired during
the software life-cycle

 SAP AG 2004
 SAP Solution Manager: Mission Statement

With SAP Solution Manager,

you can manage your
SAP solution throughout
the entire life cycle to ...

ensure reliability

reduce Total Cost of Ownership

increase Return on Investments

SAP Solution Manager is delivered

as part of your annual maintenance fee!!!

... And here is how you

can achieve the benefits:
 SAP AG 2004
 The SAP Solution Manager Approach

The SAP Solution Manager is a new

type of application, which …
Knowledge Test

Takes a consistent business- Management Management
process and phase-oriented
approach

End-to-end functionality for Project IMPLEMENT Solution
Management Monitoring
application management and OPERATE

continuous improvement Business

Provides full life-cycle support
Process
and collaboration with SAP Knowledge Service
Transfer OPTIMIZE Desk

Contains best practices for
implementation, operation and
optimization of SAP solutions Change Service
Management Delivery

Is delivered as part of your
annual maintenance fee

Simply everything you need to manage your SAP solution !!!

 SAP AG 2004
 SAP Solution Manager Attacks Known Cost Drivers

SAP Solution Manager Upgrade Services

Upgrade Roadmap SAP Downtime Assessment
E-Learning Management SAP Modification
Clearing Service
Test Management
SAP Test Management
Change Management Optimization

SAP Solution Manager

as Service Platform
30%

25%

20%

15%

10%

5%
0%
Modification adjustment / New functionality Test organization and execution
Technical upgrade (Downtime) & preparation End-User training
Hardware upgrade Project management
 SAP AG 2004
 SAP Solution Manager in a Solution Landscape

SAP Solution
Manager
Part of SAP NetWeaver
Can service all SAP technologies
Integrates non-SAP products
Provides centralized …

Transparent processes SAP

Transparent system landscape
Other

Documentation

Testing SAP

Configuration and
customizing

Note handling

Monitoring Other SAP
Sol

Service delivery Man
and execution
SAP NetWeaver

 SAP AG 2004
 Distribution Scenarios

Cross-component business processes

R/3
R/3

CRM
Central Admin System
CRM
SAP
Solution
R/3
Manager

APO
APO

APO

 SAP AG 2004
 SAP Solution Manager – Offerings

Implementation Platform
Solution Monitoring
Service Desk
E-Learning *)
Tools Upgrade *)
Change Request Management *)
…

Implementation Content
Roadmaps
Content Services
Best Practice Documents

SAP Active Global Support

Gateway to SAP
Service Delivery Platform

*New in 2004
 SAP AG 2004
What Is SAP Solution Manager?

How To Use SAP Solution Manager?

Summary
 SAP Solution Manager –
Implementing the mySAP Business Suite

Task

Implement new or additional mySAP
CRM, SRM, SCM ... scenarios
Target Group

SAP R/3 customers extending to mySAP

Business Suite

New mySAP customers
Benefits

Accelerated implementation projects

Efficient project handling

Centralized control of cross-component
implementations

Integrated documentation management

Seamless information integration
between project phases

Integration of non-ABAP and non-SAP
components

 SAP AG 2004
 Implementing SAP Solutions – process in detail

Project Business Configuration Testing Training

Preparation Blueprint

Define customer Configure Define E-

Define project
solution processes learning units
Test processes
based on and create
Set up system Synchronize
SAP processes learning maps
landscape cust. settings

Project Administration

Issue Tracking / Monitoring / Reporting

Roadmaps

Change Management

SAP Solution Manager

 SAP AG 2004
 Roadmap in Detail

Graphical entry into and status

overview about your project

Phase-driven approach for

functional and technical
implementation and ongoing
operation activities

Links to accelerators for your

project phase

 SAP AG 2004
 SAP Solution Manager – Roadmaps at a Glance

Implementation Methodology Provided Through Roadmaps

Implementation Roadmap for mySAP Business Suite
 Target Group: Project Managers, Functional Implementation Team
(Application Consultants)
 Milestone/synch points concept and alignment of support services

Solution Management Roadmap
 Target Group: Technical Implementation Team (Technical Consultants)
 Milestone/synch points concept and support services aligned

Global Template Roadmap:
 Target Group: Program / Project Managers
 Roadmap content adapted to SAP Solution Manager usage

Upgrade Roadmap:
 Bundling SAP's knowledge and best practices for the entire upgrade
procedure for an entire system landscape from a functional and technical
perspective

 SAP AG 2004
 SAP Solution Manager - Global Roll-Out

Task

Global standardization and

harmonization of scenarios

Target Group

Large (multi-national) customers

(R/3 and mySAP)
Benefits

Support of process
standardization projects

Eased implementation at local
sites

Reduced effort for standard
adaptation

 SAP AG 2004
 Business Blueprint of a Customer Solution
s nt
e s
n te ss ent
c e nt
P ro co ro c o
P c
er SA e r P
A P
m
sto on om nS
Cu 00% u st % o
1 C 75
SAP Solution d
a se
sed
Manager b ba

Customer-Specific
Solution

SAP’s delivered
implementation
content

 SAP AG 2004
 How to Benefit from Predefined Implementation Content?

… Just the Difference has to be Discussed and Configured

functionality

Customer Required Scenario Process time

SAP Out-of-the-Box Content
 SAP AG 2004
 Business Blueprint – Create Project Documentation

Central storage of all project documentation

in SAP Knowledge Warehouse

Functionality to create, edit, store, uploade
and download documentation

Predefined templates / document types for
 Scenario descriptions, diagrams, installation
guides
 Customer Input
 Interfaces, forms, reports

Creation of own templates

Reporting features to track and filter on
documents
 SAP AG 2004
 Realization – Configure Business Processes

Re-use of Customizing via

BC Sets, e.g. in a Rollout
location

Configuration of process
Customizing via
requirements, specified in the
Implementation Guide (IMG)
Business Blueprint

Automatic assignment to
transactions and BC Sets
through use of objects from
the Business Process
Repository
Assign test cases

 SAP AG 2004
 Realization – Customizing Distribution

Ensures that Customizing of certain objects is in-sync across systems

Reuses Customizing (e.g. of SAP R/3) in other systems (e.g. SAP CRM)

Avoids redundant Customizing activities in a solution landscape

Central
Customizing data R/3 Transport R/3 Transport
system R/3
DEV QAS PRD

Predefined
list of Customizing
synchronizing
CRM Transport CRM Transport CRM
Distribution
objects DEV QAS PRD

APO Transport APO Transport APO

DEV QAS PRD

... Transport ... Transport ...

DEV QAS PRD

 SAP AG 2004
 Realization – Testing

Business Blueprint
& Configuration Test Plan Central definition and preparation
of test plans and packages
Selected Business Scenarios Selected Business Scenarios Assign test packages to Testers
Internet Sales: B2C Internet Sales: B2C

Business Processes Business Processes

Business-to-Consumer Business-to-Consumer

Register in Web Shop Register in Web Shop

BC Testers find test packages in their
Select Product Select Product

Update Shopping Basket Update Shopping Basket

personal Worklist and execute the
test e.g using eCATTs
Order Processing Order Processing

Create Order Create Order

Process Order Process Order

Check the status of your tests

in the Status Info System

 SAP AG 2004
 Swarovski

For over one hundred

years, Swarovski has
been the global market
leader in crystal products
such as crystal jewelry
stones and crystal
components.

With the brands Tyrolit

(grinding and dressing
tools), Swarovski Optik
„ Now we have tools that are
ideal for improving the quality
and security of our test processes.
processes
(precision optical
equipment) Swareflex The use of the Solution Manager test
(reflectors for road
safety) and Signity functionality has already considerably
(synthetic gemstones), reduced our process costs.
Swarovski enjoys being
the world leader when it Helmut Krimbacher, CIO
comes to crystal.

 SAP AG 2004
 SAP Solution Manager - E-Learning Management

Task

Educate end-users about new /
changed processes via e-Learning

Target Group

Customers implementing new or
changing existing solutions

Benefits

Easy creation and distribution of
web-based learning materials

Re-use of existing project
documents

Increased efficiency of end-user
training

Improved quality of training via
feedback functionality

5 SAP Tutor licenses included

 SAP AG 2004
 SAP Education tools and Solution Manager

Training and other content can be linked into Solution Manager

Info Pak is SAP Education’s documentation and simulation tool

for creating content. Info Pak can be used to create:

End-user documentation

Work instructions

Test documents

Configuration documents

Business process procedures

Exercises for classroom training

Simulations

 SAP AG 2004
 SAP Solution Manager – Upgrading SAP Components

Task

Perform the upgrade of one or more
SAP component withinin the solution
landscape

Target Group

Customers planning to upgrade one
or several of their SAP components

Benefits

Streamlined upgrade project
management

Integration of all upgrade-related
activities

Transparent documentation of changes

Integration of available support
services for upgrades

Professional guidance

 SAP AG 2004
 Upgrading with SAP Solution Manager – process in detail

Upgrade Roadmap
Final Production
Project Upgrade Upgrade Preparation
Preparation Blueprint Realization for Cutover Cutover & Support

Define upgrade Define exist./to-be

project core processes Configure new Solution
processes Delta training
Upgrade
Analyze as-is Verify existing Test processes
IT landscape testing material

System Identify release Compon. upgrade

Landscape process and IMGs, Identify
Reporting function deltas upgrade-relevant
config. settings

Plan and execute

tests

Create/use e-Learning material/

Learning Maps
SAP Solution Manager – Supporting upgrade features
Issue Tracking / Monitoring / Reporting

 SAP AG 2004
 Living Proof: Implementation Successes and Experiences

“Our business is one hundred percent compliant with the capabilities

of mySAP CRM. Using the implementation content provided within the
SAP Solution Manager is more than just documentation or a prototype,
it actually represented the groundwork for our productive system.“
Theo Kraus, CIO

“We use the SAP Solution Manager as the central repository for all
project documentation. The integrated use of SAP Knowledge Ware-
house provides advanced document management capabilities and
control that leads to time savings in the project.”
Bernhard Thoma, SAP Project Manager at MAN

“There is no better way to control customizing in heterogeneous system

landscapes than with the integrated use of SAP Solution Manager’s
customizing distribution functionality. Today, we have 9 development
systems that are controlled by the SAP Solution Manager.”
André Moers, B/S/H/, SAP Technology / Information Technology

“The main driver in choosing the SAP Solution Manager was the
convincing concept of an integrated platform that manages
implementation and operations of mySAP.com, leveraging latest
state-of-the-art implementation technologies.”
Wolfgang Trabant, Project Manager, Methodology

 SAP AG 2004
 Monitoring – Typical Use Cases

Solution Monitoring

Service Level Management

Landscape Reporting
IMPLEMENT Solution

Central System Administration OPERATE
Monitoring
Business
Process
Support
OPTIMIZE Desk

Service
Delivery

 SAP AG 2004
 Monitoring

The “Old” Concept: The “New” Concept:

FVS PLM FVS PLM

CRM CUS CRM CUS

SAP
Solution
Manager
CUS R/3 CUS R/3

SCM 4.6C SCM 4.6C

Increasing number of components
Single point of access

New components with individual
Central coverage of end-to-end
administration and monitoring tools processes

Exploding costs for training,
Consideration of inter-system
implementation and operations dependencies

 SAP AG 2004
 Solution Monitoring – Long-term and Real-time

Solution Monitoring

Service Level Management

Periodic, long-term and cross-system reporting including
business processes based on SAP EarlyWatch Alert

System Monitoring

Real-time monitoring of business processes and system
components based on the CCMS infrastructure

Business Process and Interface Monitoring

Monitoring for core business processes

Covers all technical and business application-specific
functions required for a smooth and reliable flow of
business processes

 SAP AG 2004
 System Monitoring – Workflow
Open task overview
Alert graphics

System-related tasks
with integrated and
automated log

System monitoring of core

components to detect critical Expert monitors directly
situations as early as possible linked in satellite systems

Support administrators working

with new SAP products

System monitoring and Central

System Administration complement
each other

 SAP AG 2004
 Business Process and Interface Monitoring

Graphical display of Business

Process Alerts

Zooming of display

 SAP AG 2004
 SAP AG 2004
 SAP Solution Manager - Service Level Management

Task

Comprehensive service level

management and reporting to
administrators and customers
Target Group

IT Organizations

IT Service Provider
Benefits

Easing service level management

Summarizing several systems in one
report

Support of strategic decisions

Recommendation of optimizations

 SAP AG 2004
 Early Watch Alert (EWA) and Service Level Reporting

SAP
Satellite Process Owner/
Solution
Systems Business Partner
Manager
1 2
Aggregate Check Report
Collect Send Early EWA Data Forward
Data Watch Alert Report
(EWA) Data Generate
Service Level
Report

 SAP AG 2004
 SAP AG 2004
 SAP Solution Manager - Service Delivery

Task

Offer, setup and improve Service
and Support Processes for all SAP
technologies
Target Group

All customers
Benefits

Manage technical risk and ensure Business

technical robustness Process Support
Desk

Exploit the full potential of your
SAP solution Service
Delivery

Acquire the right core competen-
cies to manage your solution

Improve quality of services

Easy ordering and delivery of
services

Perform self-services

 SAP AG 2004
 Service Proposals and Ordering Process

Get suitable
Services and Best 2
Practices Proposals Order Services
through direct
links to SAP
1 SAP Solution
Manager
Marketplace

3
SAP Solution SAP Service
Manager Service Delivery via Marketplace
SAP Solution Manager
Transparent Documentation
of Solution Landscape

 SAP AG 2004
 SAP Active Global Support – Solution Support Services

Solution Support Services

Customized Premium Engagments: SAP MaxAttention (Solution Maintenance / Onsite / SLA / IQP)
Offerings Support Advocate / SAMs

Price List Safeguarding Solution Management Empowering

Safeguarding for Optimization SAP Operations
Offerings Implementation Performance Competence Assessment
SAP Solution • Business Process Performance Optimization SAP Operations
• SAP Storage Subsystem Optimization Competence Empowering
Management
• SAP Remote Performance Optimization
Assessment • SAP EarlyWatch Check
Empowering Workshops
Remote Safeguarding Application Integration Services to support the
Services • SAP Business Process Management implementation of SAP
• SAP GoingLive Check • SAP Interface Management System Adminin. Solution Manager
• SAP GoingLive Functional • SAP System Administration SAP Online Knowledge
Upgrade Check
Data Volumes Products
• SAP Upgrade Weekend Support
• SAP Data Management
• SAP OS/DB Migration Check
• SAP Data Archiving Optimization
Testing
• SAP Test Management Optimization
• SAP Volume Test Optimization

SAP Maintenance Contract (Standard Support)

Implementation Tools and Methodologies; Available Source Code; Testing
Administration and Automation; Access to Best Practices; Empower CCC;
Proactive Remote Services; SAP Software Upgrades; Monitoring for systems and
core business processes; problem resolution; global 7x24 problem resolution;
global 7x24 escalation procedures, SAP Software Change Managment

 SAP AG 2004
 SAP AG 2004
 SAP Solution Manager - Support Desk

Task

Efficient management
of IT support
Target Group

All Customers (especially with large

IT organizations)
Benefits Business
Process Support

Faster issue resolution Desk

Higher quality of issue resolution Service

Delivery

Central handling of support
messages

Easier settlement of support costs

 SAP AG 2004
 Support Desk Functions

State of the art call center / message handling

Support desk functionality be powered by mySAP CRM 3.1

Customer internal message handling (Support Messages)

Messages created within the user's work environment

Automatic collection of system and context data

Customer Solution Database

Integration with billing and controlling functionality

Advanced reporting via BW

Manage SAP Notes efficiently

Integrated SAP Notes Search and Implementation

SAP Support Integration

Forward messages to SAP Active Global Support

Replicate OSS messages in the SAP Solution Manager

 SAP AG 2004
 End-to-End Incident Management
Report
Incident Searches for
Solution Solution SAP Service
End User
Support Marketplace

1 2
Provides Solution Finds
SAP System Solution
Support Desk

or SAP Note Database

Service Products
Best Practices
Forwards Problem

SAP Support

4 Customer's
Solution
3
Database
Provides Solution
Provides Solution

Customer SAP

 SAP AG 2004
 Working with Support Desk – Context Data Collection

Automatic collection of system

and transaction context data

Connection to SAP Active

Global Support

Collaborative, streamlined
support process between
end/key users, the customer’s
internal support organization
and SAP Support

 SAP AG 2004
 SAP AG 2004
 Change Request Management – Typical Use Cases

Change Request Management

Implementing the Knowledge Test

mySAP Business Suite Management Management

Upgrading SAP components Project IMPLEMENT

Management
OPERATE

Testing Business
Process

E-Learning Management Knowledge Support
Transfer OPTIMIZE Desk

Support Desk
Change Service
Management Delivery

Coming Soon!

 SAP AG 2004
 SAP Solution Manager - Change Request Management

Task

Adapt the solution to

changed requirements

Target Group

Customers performing change

management or upgrade projects
Benefits

Comprehensible documentation of
planned and implemented changes
and their ramifications

Improve efficiency of change
management projects

Minimize business disruptions

Tracking and auditability

 SAP AG 2004
 Processes in Change Request Management

SAP Solution Manager – Change Request Management

Change Project Change
Administration Management Logistics

Management of all Project

Strategyplanning
for & Customizing &
change requests budgeting
GROWTH Development
(Realization)
Change request Project
categorization documentation
Business Test execution
change
Change impact Customizing & Transport
analysis Development
Ability to scheduling
(Specifications)
EXECUTE
Approval workflow Transport tracking
Test management
Status reporting

Complete change
history

 SAP AG 2004
 Upgrade – Typical Use Cases

Upgrading SAP components

Implementing the Knowledge Test

mySAP Business Suite Management Management

Testing Project IMPLEMENT

Management
OPERATE

E-Learning Management Business
Process

Support Desk Knowledge Support
Transfer OPTIMIZE Desk

Change Service
Management Delivery

 SAP AG 2004
 SAP Solution Manager – Upgrading SAP Components

Task

Perform the upgrade of one or more
SAP component withinin the solution
landscape

Target Group

Customers planning to upgrade one
or several of their SAP components

Benefits

Streamlined upgrade project
management

Integration of all upgrade-related
activities

Transparent documentation of changes

Integration of available support
services for upgrades

Professional guidance

 SAP AG 2004
 SAP AG 2004
What Is SAP Solution Manager?

How To Use SAP Solution Manager?

Summary
 SAP Solution Manager – Benefits

Supports implementation – Speeds up your Return

on Investment

Central platform for key implementation activities

Support of global template projects

Central repository for documentation and issues

Unique customizing distribution and comparison features

Process-driven blueprint, configuration, testing, e-Learning

Standard scenarios available for mySAP CRM, mySAP SCM, mySAP
SRM

Supports operation – Reduces your Total Cost

of Ownership

Insures maximum availability and transparency of SAP solutions

Automatic notification when support services are needed

Automatic reporting of key performance indicators for each system

Solution monitoring including business process monitoring

Full support desk functionality with SAP back office integration

Issue tracking and reporting to safeguard implementation and
operation

Change Request Management

 SAP AG 2004
Additional Information

Self-study – Learning Maps for SAP Solution Manager 3.1:

www.service.sap.com/rkt-solman

For more information, refer to the SAP Service Marketplace:

www.service.sap.com/solutionmanager

For detailed information on the CRM implementation content please

refer to SAP Service Marketplace:
http://service.sap.com/crm-solution.

 SAP AG 2004
 SAP Solution Manager Training

USMP10 - Solution Manager Positioning

2 days class based on SAP Solution Manager 3.1 release

USMI20 - Solution Manager Installation & Configuration

2 days class based on SAP Solution Manager 3.1 release

USMA30 – System Administration with SAP Solution

Manager

2 days class based on SAP Solution Manager 3.1 release

USCP60 - Business Process Management and Monitoring

3 days class based on SAP Solution Manager 3.1 release

USMF50 - Support Desk Implementation

2 days class based on SAP Solution Manager 3.1 release

SMI310 - SAP Solution Manager Implementation Tools

Onsite Usage Workshop: on demand

 SAP AG 2004
 SAP Solution Manager Services

SAP Solution Manager Starter Pack Service

 Basic configuration according for Configuration Guide
 Extensive Testing
 Tailored workshop (Focus Monitoring or Implementation of mySAP)
 Order Information at /solutionmanager -> Order Information

SAP Business Process Management Service

 Setup of Business Process Monitoring
 Empowering customers to detect critical business issues
 Knowledge Transfer
 Order Information at /bpm -> Order Information

 SAP AG 2004
 References

Interested in Becoming an SAP

Solution Manager Reference
Customer?

Join our Customer Appreciation Program (CAP)

To join the CAP program, send an email to:

solution.manager@sap.com

 SAP AG 2004
 SAP Solution Manager - Key Benefits

Delivered at no additional cost

Increasing reliability of IT
solution

Reducing cost of
implementation, operations, and
change management projects

Accelerating time to benefit

Leveraging existing IT
investments

Available for existing

SAP solutions !!!

 SAP AG 2004
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 SAP AG 2004