SAP Overview SolutionManager

KPIs
DW
ERP
SAP Solution Manager Overview

Este documento contm material que propriedade da PAS. A divulgao ou distribuio deste documento fica estritamente proibido sem autorizao por escrito da PAS.
Formao
Experincia prtica aliada s boas prticas de mercado associadas a implementao de Tecnologia da Informao.
Formao profissional: Gerente de Projetos SAP (Brasil e exterior) Empresas que atuou: Villares, Mannesmann, Polenghi, Robert Bosch e PAS Estgios no Exterior: USA, Alemanha e Japo Consultor CO Academia SAP MBA em Gesto Empresarial Baseada em Sistemas ERP Pontifcia Universidade Catlica e SAP Ps-graduao em sistemas aplicados a engenharia CAD/CAE/CAM MIT Ps-graduao em Processos de Laminao IPT USP Graduao em Engenharia Mecnica FEI
Contato
Experincia prtica aliada s boas prticas de mercado associadas a implementao de Tecnologia da Informao.
www.grupos.com.br/group/sapccc www.groups.yahoo.com/group/sapccc
Grupo: sapccc
Solution Manager Overview
Solution Manager - Principais Funcionalidades
Solution Manager - Principais Benefcios
Index
1 2 3 4 5 6 7
Introduction Overview Functionality Technical Infrastructure Key Benefits & Challenges Licenses SAP Solution Manager Asset
Index
1 2 3 4 5 6 7
Introduction
Challenges of Sophisticated System Environments

Global operations
Different locations Different countries Different languages Different time zones Central vs. distributed Global Planning and ATP
Heterogeneous solutions
Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions
Business processes
C o r e B u s in e s s P r o c e s s a n d S o lu t io n L a n d s c a p e T Ty yp p iic ca a ll S Sy ys st te em m L La an nd ds sc ca ap pe e t to o b be e I Im mp p lle em me en nt te ed d
S u p p ly C h a in M anagem ent W a re h o u s e M anagem ent S y s te m s S A P R /3
S to c k T ra n s fe r O rd e r C o n d it io n s R e p le n is h m e n t
New Technologies
C u s to m e r S y s te m
S a le s O rd e r R equest to c h a n g e S a le s O r d e r a n y tim e
C RM
P ric in g C o n d it io n s P r o m o t io n
1 4 0 d iffe re n t in te rfa c e s
C o n f ig u r e V e h ic le Loads
S a le s O rd e r
P la n R e p le n is h m e n t
D e liv e r y N o te
T ra n s p o rt P la n n in g S y s te m
C a r r ie r S e le c tio n U p d a te S h ip m e n t S ta tu s
C a r r ie r S y s te m
R equest
R R R R 3 3 3 R IR 3 3 R 3 R 3
S h ip m e n t S h ip m e n t
A c c e p t? N o / Yes S c h e d u le
A p p o in tm e n t
Web Enabling Global Planning ATP
A C S IS
B a rc o d e R eader in n s m a ll w a re h o u s e s
G oods Is s u e In v o ic e
In t r a n s it
R e c e iv e O rd e r In v o ic e
Introduction
SAP Solution Manager Opportunity

SAP is packaging tools and methods to Plan, Implement, and Deliver an R/3 implementation using SAP Solution Manager:
Solution Manager is an standard component of R/3 and is included at no extra cost Clients will be asking us to use Solution Manager because of its relatively low cost and integration in the R/3 environment Certain components of SAP Solution Manager will be mandatory, for example, note reporting to receive SAP Service support
10
Introduction
Why SAP Solution Manager?

Necessity to Support Distributed Systems
Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed Systems
Lowering the Total Cost of Ownership

Service and tool platform to optimize implementation, go-live and operation of your SAP Solutions, e.g. through speeding up your return on investment
Tailor-Made Solution
Use those functions within the SAP Solution Manager which are most applicable for your Solution
11
Introduction
SAP Solution Manager: Goals

SAP Solution Manager is the central platform for efficient implementation and operation of SAP solutions :
To ensure Reliability of your SAP solutions with reduced risks, higher performance, and more robustness To provide Openness to integrate non-SAP software into the scope of solution management To present a Holistic View of your solution (connecting business aspects with technical aspects) To reduce your Total Cost of Ownership (Initial Set-up, Implementation, Operations, Continuous Change)
12
Index
1 2 3 4 5 6 7
13
Overview
SAP Solution Manager Offerings

SAP Solution Manager
is a set of tools which offer specialized functionality to better implement and operate your solution. provides content for efficiently using these tools. provides a portal for customers to SAP: fast browsing and ordering of services and quick connection to SAP Active Global Support.
Test Organizer Landscape Reporting Training Support Desk
Tool
Implementation Platform Implementation Content
Solution Monitoring
Content
Services
Roadmaps
Gateway to SAP
Best Practice Documents
Service Delivery Platform
SAP Support
14
Overview
SAP Solution Manager: Use Cases (I)

Implementing mySAP Business Suite Customizing Synchronization Global Roll-Outs Testing Support Desk Solution Monitoring Service Level Management Service Processing
15
Overview
SAP Solution Manager: Use Cases (II)

Use Case Task 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 Consistency of customizing in multiple system landscapes Reduction of manual synchronization efforts Flexibility Fast configuration of test, training, and demo systems 16
Implementing the mySAP Business Suite
Implement new or additional SAP Scenarios
Customizing Synchronization
Synchronization of customizing across the landscape
Overview
SAP Solution Manager: Use Cases (III)

Use Case
Global Roll-outs
Task
Global standardization and harmonization of scenarios
Benefits
Support of process standardization projects Eased implementation at local sites Reduced effort for standard adaptation
Global Elements
Local Elements
Documentation
Country versions
Local developments Local processes
IMG structures and settings Global customer developments
Master data documents
Central template definition such as documents, IMG configuration and customer developments Reusable on all of your rollout sites 17
Organizational structure
Global and integrated processes
Overview
SAP Solution Manager: Use Cases (IV)

Use Case Task Benefits
Reduced time for test preparation and execution Support of cross-component tests Integration with implementation projects and issue handling Re-use of existing testing material Faster issue resolution Higher quality of issue resolution Central handling of support messages Easier settlement of support costs Central point of access to all monitoring information Avoid critical situations by proactive monitoring Fast issue resolution Openness 18
Testing
Manage testing in a heterogeneous landscape
Support Desk
Efficient management of IT support
Solution Monitoring
Central, real-time monitoring of systems, business processes and interfaces
Overview
SAP Solution Manager: Use Cases (V)

Use Case Task
Comprehensive service level management and reporting to administrators and customers
Benefits
Easing service level management Summarizing several systems in one report Support of strategic decisions Recommendation of optimizations Manage technical risk and ensure technical robustness Exploit the full potential of your SAP solution Acquire the right core competen-cies to manage your solution Improve quality of services Easy ordering and delivery of services Perform self-service
Service Level Management
Service Processing
Central, real-time monitoring of systems, business processes and interfaces
19
Overview
SAP Solution Manager as a Central Platform

QAS
4.6C 4.6C 4.6C 4.6C 3.1I 3.1I CRM CRM 3.1I 3.1I CRM CRM 4.6C 4.6C 3.1I 3.1I CRM CRM
SCM SCM
SCM SCM
Legacy Legacy
Legacy Legacy CUS CUS 4.70 4.70 CUS CUS

in g or y t i r n Mo elive Integrated Testing n D io ng lut vice o dli S er n a S eH g a ss Me
SCM SCM
Legacy Legacy
CUS CUS
4.70 4.70
Pr oc e co ssnf ori ig e n ua te tio d n
4.70 4.70
DEV
PRD Solution Landscape

20
Index
1 2 3 4 5 6 7
21
Functionality

SAP Solution Manager Implementation Area SAP Solution Manager Operations Area
22
Functionality

23
Functionality
SAP Solution Manager in Implementation
Project phase Project Preparation
Project definition
Business Blueprint
Define Business Blueprint
Realization
Customizing synchronization Configuration Developments Authorization Testing
Final preparation
End user Training and documentation Data transfer
Go Live & Support
Project activities
Define system landscape
Focus of tool support
Cross functions
Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

24

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
Define System Landscape

SAP Solution Manager functionality is based on System Landscape System Landscape components:
Host Databases Systems
Generate RFC destinations
25

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Project Definition & Project Administration

Project types:

Project activities
Cross functions
Central activities to define, organize and structure a project:

Implementation: based on a selection of business processes in a mySAP landscape. Template: can be used as templates for your solution, for multi-site implementations. Timeframe: start and end dates. Status Language
General data:

Team members Scope:

Roadmaps assigned to the project Templates to implement or create
System landscape: specify the logical systems and components to ensure that only the scenarios and processes that run on the components specified can be used in Business Blueprint and Configuration phases. Project standards: status, keywords and documentation types (document templates).
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Project Definition & Project Administration
Project activities
Cross functions

Implementation Implementation Project Project Implementation Implementation of of SAP SAP solutions solutions Template Template Project Project Creation Creation of of re-usable re-usable solutions solutions
Project Administration
Choose your project type Define general project data

Person Person responsible responsible for for the the project project Language Language of of the the project project Overall Overall project project status status Project Project time time frame frame for for plan plan and and actual actual data data
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Define Business Blueprint
Project activities
Cross functions
Definition of Business Process Model (Project Structure): Business Scenarios, Business Processes and Process Steps
Document project in Project Structure: business process description, requirements, GAPs, etc. Assign transactions to Project Structure Administration data: status, planning data, team members and keywords.
Business Blueprint is the basis for subsequent phases Speed up Business Blueprint definition with Business Process Repository
Content: business processes, documentation, transactions, IMG activities Customer-specific adaptation
Project Issue Management Project Analysis

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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Business Process Repository
Project activities
Cross functions
Implementation content used to speed up the business modeling process.

Predefined structures: Business Scenarios, Business Processes and Process Steps Documentation: scenario diagrams, scenario descriptions, installation guides, etc. Transactions IMG Activitites
Can be adjusted to satisfy customer requirements.

t s ss tent ten es ce oc c on ro c on r P r P AP er AP me n S o m on S t o t s o s Cu 5% Cu 00% 7 1 ed d as se b a b
Customer-Specific Solution
SAPs delivered implementation content
29

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Information assigned to Project Structure elements:
Project activities
Cross functions
Business Blueprint: structure elements have the following information tabs:

General Documentation Project Documentation Structure Documentation Administration Transactions Messages Graphic
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions

General Documentation tab:
Contains documentation delivered by SAP: scenario diagrams, scenario descriptions, installation guides, interface descriptions, etc. Documents are stored in SAP Knowledge Warehouse
Project Documentation tab:

Contains customer-specific project documentation. Documents are stored in SAP Knowledge Warehouse
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Project Documentation tab (continue):
Insert options:

Project activities
Cross functions
Create a new document based on predefined templates (project standards) Insert a link to an existing Solution Manager document Copy a document from another element in the Process Model Hierarchy Structure Upload a file Insert a web link
Reporting features to track and filter on documents.
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Project Documentation tab (continue):
Document Attributes:

Project activities
Cross functions
Header Data: title, technical name, document type, status, priority, owner and keywords. Changes Control Related / Reference Documents
33

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions

Structure tab:
Defines project structure
Template Project case:

Define templates by assigning them to Scenarios Sets Global Attribute

34

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions

Administration tab:
Assign administration data: status, planning data, team members and keywords. Administration data can be used for reporting and tracking purposes in Project Analysis.
35

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions

Transactions tab:
Objects that can be assigned:

Transactions Programs (the system allows assigning transactions and programs which do not yet exist) URLs Web adress File (files are not uploaded)
The above objects can be started in a new session by double-click. These objects are also available in the Configuration phase.
Graphics tab:
Project structure graphical overview Drill down navigation
36

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Messages tab:
To raise and maintain project issues
Project activities
Cross functions
These issues are also available in the Configuration phase. Reporting features to track and filter project issues Requires Support Desk implemented
37

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Global Attribute in Global Rollout:
Global:

Project activities
Cross functions
Integrated throughout the enterprise. Cannot be changed. Must be executed the same way. May be extended with additional substructures. Must be executed the same way. May be extended with additional substructures and business content. Will be standardized in the future. Harmonization is recommended. Its not possible or it makes no sense to standardize.
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Standard Complete:

Standard Partial:

Harmonized:

Local:


Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Configuration
Project activities
Cross functions
Reuse of Project Structure defined in Business Blueprint for processoriented configuration

Document project: customizing tasks, customer-specific developments, etc. Administration data: status, planning data, team members and keywords. Assign transactions Assign configuration: IMG activities, BC Sets, etc. Assign customer-specific developments Assign test cases: manual / automated (CATT or eCATT)
Cross-scenario configuration also possible Project Issue Management Project Analysis
39

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
Configuration
Re-use Re-use of of Customizing Customizing via via BC BC Sets Sets
Configuration of process requirements, specified in the Business Blueprint Automatic assignment to transactions and BC Sets through use of objects from the Business Process Repository
Customizing Customizing via via Implementation Implementation Guide Guide (IMG) (IMG)
Assign Assign test test cases cases

40

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
Configuration
Information assigned to Project Structure elements:
Configuration: structure elements have the following information tabs:
General Documentation Project Documentation Structure Documentation Administration Transactions Configuration Development Test Cases Messages Graphic
Additional tabs
41

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Configuration tab:
Project activities
Cross functions
Enables central access to customizing tools to make system settings or store preconfiguration. Customizing tasks available:

Assign IMG Activities Assign and edit BC Sets Assign transactions Assign programs Assign and release Add-on transport requests Configure and run CATT and eCATT test cases Document the configuration
Specify a status and person responsible for each of the above tasks.
42

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Configuration & Developments

Development tab:
Project activities
Cross functions
Enables central access to customer-specific developments and modifications required in the project. Objects that can be assigned:

Transactions Programs Includes Packages Internet Services BSP applications BSP extensions Transport requests Class/interface Function modules Function groups
43
Specify a status and person responsible for each of the above object.

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Test Cases tab:
Objects that can be assigned:

Project activities
Cross functions
Manual test cases External applications Automatic test cases: CATT or eCATT Function module tests
A transaction (or any of the objects assigned in the Transactions tab) can be linked to test cases. These objects are proposed as test cases in the SAP Solution Manager test organization, when a Test Plan is generated.
44

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Customizing Synchronization
Project activities
Cross functions
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 system
Predefined list of synchronizing objects
Customizing data
R/3 DEV
Transport
R/3 QAS
Transport
R/3 PRD
Customizing Distribution
CRM DEV
Transport
CRM QAS
Transport
CRM PRD
APO DEV
Transport
APO QAS
Transport
APO PRD
... DEV
Transport
... QAS
Transport
... PRD
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
Testing
Integration of the Test Workbench in SAP Solution Manager for Test Organization and Execution. Test Plans based on Business Blueprint project structure for process-oriented testing. Test cases and transactions assigned in Configuration are included in the Test Plan. Project Analysis
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Testing
Test organization
Generation of project-specific test plans and test packages. Assignment of testers to test packages.
Project activities
Cross functions
Testing
User-specific work list. Read and execute test case. Maintain status of test case. Track result and create Problem Message if required
Test Plan
Test package Test package Test package
Test monitoring & reporting

Detailed views of test progress and test results. Graphics and reports for all test plans in a project. Export of test results into office applications.
Test Test Test Test
Problem Message Handling

Administration of problems during testing. Detailed analysis and prioritizing of problems. Assignment of processors by the test coordinator.
Test analysis
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
Testing
Business Blueprint & Configuration
Selected Business Scenarios
Test Plan
Selected Business Scenarios
Central Central definition definition and and preparation preparation of of test test plans plans and and packages packages Assign Assign test test packages packages to to Testers Testers
Internet Sales: B2C
Internet Sales: B2C
Business Processes
Business Processes
Business-to-Consumer
Business-to-Consumer
BC
Register in Web Shop Select Product Update Shopping Basket
Register in Web Shop Select Product Update Shopping Basket Order Processing
Testers Testers find find test test packages packages in in their their personal personal work work list list and and execute execute tests tests
Order Processing
Create Order Process Order
Create Order Process Order
Check Check the the status status of of your your tests tests in in the the Status Status Info Info System System
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Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Testing
Project activities
Cross functions
Messages SIRs
SIRs can be raised and managed directly when entering test results, through the Messages tab.
Reporting features to track and filter Test Plan messages. Additional functionality through Support Desk.
49

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality ASAP Roadmaps
Project activities
Cross functions
Based on ASAP methodology, roadmaps provide proven, practical, comprehensive, repeatable, and rich implementation methodologies. Enable speedy, focused implementation of SAP Solutions. Extends across all aspects of the solution life-cycle; from strategic reviews and analysis, to design, implementation, training and post project support. Is scalable and can be tailored to meet customer and project specific requirements and constraints. Supports different project types (single-site, multi-site, template, prototype, upgrade, evaluation, etc.)
50

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality ASAP Roadmaps Features
Project activities
Cross functions
Graphical overview and drill-down navigation through Roadmap Structure:

Phases (i.e. Business Blueprint) Work Packages (i.e. Development Procedures and Requirements) Activities (i.e. Development Procedures) Tasks (i.e. Define Documentation Required from Developers)
Roadmap nodes contain the following information tabs:

Accelerator, with accelerators documentation. Status/Notes tab, to assign status and notes. Team Members, to assign project team members involved in the activity. Messages, to create and maintain project issues. Project Documentation, to insert documents, transactions and URL links, which can be displayed or executed by double click. Keywords, to classify the activity and documentation.
Download into MS Project to create a project plan

51

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality
Project activities
Cross functions
ASAP Roadmaps Graphical Overview

Graphical Graphical entry entry into into and and status status overview overview about about your your project project
Phase-driven Phase-driven approach approach
Links Links to to accelerators accelerators for for your your project project phase phase
52

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality ASAP Roadmaps Availability:

Implementation Roadmap:
Methodology for implementation of a mySAP.com solution.
Project activities
Cross functions
Covers project management, business processes configuration, technical aspects, test procedures and training concepts. Target group: project managers, functional implementation team (application consultants) Available for the following mySAP solutions:

SAP R/3 mySAP Business Intelligence - SAP Business Information Warehouse mySAP Customer Relationship Management mySAP Financials - SAP Strategic Enterprise Management mySAP Supply Chain Management mySAP Supplier Relationship Management
53

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Solution Management Roadmap
Project activities
Cross functions
Methodology for implementation of the technical infrastructure and its operations. Complements the Implementation Roadmap. Target group: technical implementation team (technical consultants) Available for the following mySAP solutions:

SAP R/3 mySAP Business Intelligence - SAP Business Information Warehouse mySAP Customer Relationship Management mySAP Financials - SAP Strategic Enterprise Management mySAP Supply Chain Management mySAP Supplier Relationship Management
54

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support

Global Template Roadmap
Project activities
Cross functions
Methodology to organize and run a project in which a corporate template is developed. The corporate template is rolled out to other sites in a follow-up project. For complex implementation or harmonization projects, typically involving more than one kind of mySAP solution and a variety of sites. Target group: program managers, project managers, functional and technical implementation teams.
55

Project definition
Business Blueprint
Realization
Final preparation
Go Live & Support
Functionality Issue Tracking / Status Monitoring / Reporting

Comprises the following programs:
Business Blueprint Configuration Test Organization
Project activities
Cross functions
Project analysis options:

Project information: status information, assignments (documentation, transactions, customizing, etc.) Progress monitoring (i.e. by combining various status information or by aggregating the project information) General analyses (i.e. daily analysis) Project issue Tracking
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Functionality

57
Functionality
SAP Solution Manager in Operations
Recommended functions sequence
Define System Landscape Define / Import Business Processes Early Watch Alert Service Delivery Enabling Best Practice Documents Service Level Reporting Business Process Monitoring
System Monitoring
Upgrade
Central System Administration
Cross functions
Support Desk / Note Assistant Issue Tracking SAP Service Marketplace
58
Functionality Data Collection

Critical Alert Situations: Business Process Monitoring
Business Processes
Detailed Reporting: Service Level Reporting
System Monitoring
SAP EarlyWatch Alerts
Satellite Systems
Real-time Monitoring: CCMS Monitoring Infrastructure (RZ20)
Continuous Monitoring: Service Data Download (SDCC)
59

Functionality Define System Landscape
System Monitoring
Upgrade
Cross functions
SAP Solution Manager functionality is based on System Landscape System Landscape components:
Host Databases Systems
Generate RFC destinations
60

Functionality Define / Import Business Processes

What are they?
Business Processes

System Monitoring
Upgrade
Cross functions
are the backbone of SAP Solution Manager are used by a number of services consist of several process steps are the activities of the business process workflow are assigned to systems
Business Process Steps

What are they used for?

to detect alerts related to business processes and interfaces using a graphical surface to analyze and solve problems or errors that endanger a smooth and reliable operation of your business processes and interfaces Example:
A Business Process Owner of a global enterprise, responsible for the entire Sales Order Management, which is implemented (including all interfaces) on more than 20 productive SAP Systems (which belong to several companies of his enterprise) worldwide: here he gets all ALERTS that have a direct influence on Sales Order Management with one mouse-click. 61


Importing Business Processes
System Monitoring
Upgrade
Cross functions
SAP Solution Manager provides a wizard to import business processes from the implementation phase to the operational phase.
62


Define Business Processes
Business Processes can also be defined from scratch Graphical tool for easy business process modeling
System Monitoring
Upgrade
Cross functions
Business Process Template Library for speeding the modeling process
63

Functionality
System Monitoring
Upgrade
Cross functions
Early Watch Alert

Satellite System
1
Send EWA Data Implement recommendations
3
If red rating automated forward to SAP
SAP Support
Collect Data
Process EWA Data Check EWA Report
Check red rated EWA Report
2
Implement recommendations Deliver Services (for example, SAP EarlyWatch) Contact Customer Contact customer and create service plan
5
Customer
4
SAP
64

Functionality Service Delivery Enabling

Safeguarding:

System Monitoring
Upgrade
Cross functions
SAP Solution Manager enables delivery of SAP Service Programs

Manage technical risk and ensures technical robustness of the solution. Identify factors that pose a risk to implementation, upgrade or migration project, as well as to daily operations. Recommendations on how to manage analyzed risks.
Empowering:
Empowers customers with the core competencies needed to operate and maintain SAP-centric solutions through services and workshops.
Solution Management Optimization:

Ensures that mySAP.com solution works to its optimum potential at all times. Optimize applications and system operations by solving technical issues identified in safeguarding services.
65

Functionality Best Practice Documents
System Monitoring
Upgrade
Cross functions
SAP Solution Manager provides SAPs expert knowledge through Best Practice Documents Example:
SAP Technology Administration:

Backup/Recovery for mySAP.com Landscape Checklist for Recovery of SAP APO liveCache 7.2 Checklist for Recovery of SAP APO liveCache 7.4 Quick Sizer mySAP.com Network Planning
SAP Technology Sizing and Capacity

66

Functionality Service Level Reporting

Measures and communicates agreed service goals defined in your service level agreements Triggers reports regularly Configuration without expert knowledge Evaluates key performance indicators Preconfigures recommendations to be individually tailored Facilitates forecasting
Alert Alert Details Details Alert Alert Overview Overview
System Monitoring
Upgrade
Cross functions
Service Service recommenrecommendations dations
Link Link to to SAP SAP Service Catalog Service Catalog
67

Functionality System Monitoring

Satellite System
Collect Data Get CCMS Alerts
System Monitoring
Upgrade
Cross functions
1
Agents send Alert Data
IT Department
Display and dispatch Alerts (e-mail; SMS; Support Desk message)
2
Check CCMS Expert Monitors and solve Problem SAP System Navigate directly into Satellite System
Root cause analysis
Customer
68

Functionality System Monitoring Workflow

Alert Alert graphics graphics
System Monitoring
Upgrade
Cross functions
Open Open task task overview overview
System-related System-related tasks tasks with with integrated integrated and and automated automated log log
System monitoring of core components to detect critical situations as early as possible Support administrators working with new SAP products System monitoring and Central System Administration complement each other
Expert Expert monitors monitors directly directly linked linked in in satellite satellite systems systems
69

Functionality
System Monitoring
Upgrade
Cross functions
System Monitoring Online alerting

Satellite System
1
Send alert data automated message to support desk*
2
Automated message to SAP Support *
SAP Support
Collect Data
Check message
Display alerts
4
Check CCMS Expert Monitors and solve Problem Navigate into satellite system Check alerts in SAP Solution Manager
3
Contact customer Log on customers SAP Solution Manager
Customer
SAP
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Functionality Central System Administration
System Monitoring
Upgrade
Cross functions
Setup scheduling for administration tasks (SAP delivers recommended schedule) Create additional administration views (SAP delivers 3 standard views) Create additional administration tasks which are not delivered in SAP's standard schedule Monitor tasks for whole solutions on the graphic Perform tasks remotely in each satellite system Report log books (two report types are possible)
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Functionality Business Process Monitoring

Monitoring for core business processes
System Monitoring
Upgrade
Cross functions
Covers all technical and business application-specific functions required for a smooth and reliable flow of business processes Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration of the customers support organization
72

Functionality Business Process Monitoring
System Monitoring
Upgrade
Cross functions
Alerts Alerts overview overview of of business process business process step step Alert Alert graphics graphics Monitoring Monitoring session session with with detailed information detailed information in in the the step related check step related check
Expert Expert monitors monitors directly directly linked linked in in satellite satellite systems systems
73

Functionality Upgrade
System Monitoring
Upgrade
Cross functions
Helps implementing new business scenarios during an upgrade. Checks dependencies of components and products in the Solution Landscape. Support Offerings:
GoingLive Functional Upgrade Check Maintenance Extension Check (part of Early Watch) Upgrade Planning Check (part of Early Watch)
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Functionality Support Desk / Note Assistant

Messages created within the user's work environment Automatic collection of system and context data Integration with billing and controlling functionality Advanced reporting via SAP BW possible
System Monitoring
Upgrade
Cross functions
Customer internal message handling (support messages)
Manage SAP Notes efficiently

Integrated SAP Notes search through the SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant
SAP Support Integration

Send support message to SAP Receive status updates and solution within support desk Microsoft NetMeeting for application sharing between end-users, SAP Solution Manager power-users and SAP Support back office experts Este documento contm material que propriedade da PAS.
A divulgao ou distribuio deste documento fica estritamente proibido sem autorizao por escrito da PAS.
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End User
Creates Message
System Monitoring
Upgrade
Cross functions
Solution Support
Search for Solution
SAP Service Marketplace
1
SAP System Provides Solution SAP Solution Manager
2
Find Solution
or
Forward Message
SAP Notes Database Service Products Best Practices DB
4
Provides Solution
Customer's Solution Database
3
Provides Solution
SAP Support
Customer
SAP
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System Monitoring
Upgrade
Cross functions
Automatic Automatic collection collection of of system system and and transaction transaction context data context data Connection Connection to to SAP SAP Active Active Global Global Support Support
Collaborative, Collaborative, streamlined streamlined support support process process between between end/key end/key users, users, the the customers customers internal internal support support organization organization and and SAP SAP Support Support
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Functionality Issue Tracking and Reporting
System Monitoring
Upgrade
Cross functions
Issues are in contrast to help desk messages problems which require a fairly long-term resolution Issues in software implementation/upgrade projects
Endanger or delay the sucessful implementation and production start
Issues during operation software solutions

Negative impact on the operation of software solution and the business of a company
Issues tracking requires

Clear description of the problem and the impact on the project / business or solution operation Definition of activities which resolve the problem situation Definition of responsibilities in the problem resolution process Monitoring and reporting of the status of the issues
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Functionality Issue Tracking and Reporting

Problem Description
Description Business impact Completion crtiteria
System Monitoring
Upgrade
Cross functions
Context information
Project / Organization Business Process Software component
Issue List
Issue Resolution
Recommendations Support Services Consulting
Status Information
New In processing Closed Escalated
Processing History
Who? When? What?
Responsibilities
Customer/SAP/Partner Creator Customer Contact in Project/Organization 79

Functionality SAP Service Marketplace

Service Proposals and Ordering Process
Maintain Maintain your your solution solution landscape landscape in in the the SAP SAP Solution Solution Manager Manager Get Get proposals proposals for for services and Best services and Best Practice Practice documents documents
System Monitoring
Upgrade
Cross functions
Order Order services services through through direct direct links links to to SAP SAP Service Service Marketplace Marketplace
SAP Service Marketplace
Service Delivery through SAP Solution Manager

80
Index
1 2 3 4 5 6 7
81
Technical Infrastructure Technical Infrastructure

SAP Solution Manager includes:
SAP Web Application Server Part of SAP CRM functionality CRM APO R/3
Features:
Runs on SAP technology Can service all SAP technologies Integrates non-SAP products Provides centralized

Process descriptions Documentation Configuration and customizing Testing Note handling Monitoring Service delivery and execution Landscape definition 82
Index
1 2 3 4 5 6 7
83
Key Benefits & Challenges Todays IT Challenge

More than half of IT budget spent on keeping current landscape running. Reduce operations costs and increase in innovation!
Today
10% 10% 30% 30%
3 years from now
40% 20-25%
INNOVATION
CONSOLIDATION
60% 60% 35-40%

OPERATION
84
Key Benefits & Challenges Lowering costs with SAP Solution Manager
Cut down implementation costs by increasing the efficiency of implementation projects. Global roll-out helps to lower consolidation costs. Reduce operations cost:
Customizing distribution Testing Support Desk Solution Monitoring Service Level Reporting
Testing Support Desk Services Customizing Distribution Solution Monitoring Service Level Reporting Implementation
Today
Global Rollout
10% 10% 30% 30%
3 years from now
40%
INNOVATION
20-25% 60% 60% 35-40%
CONSOLIDATION
OPERATION
85
Key Benefits & Challenges Key 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 and testing approach Standard scenarios available for mySAP CRM, mySAP SCM, mySAP SRM
Supports operation Reduces your Total Cost of Ownership

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
86
Key Benefits & Challenges Key Benefits

Delivered at no additional cost Increasing reliability of IT solutions Reducing cost of implementation, operations, and change management projects Accelerating time to benefit Leveraging existing IT investments Available for existing SAP solutions !!!
87
Index
1 2 3 4 5 6 7
88
Licenses Licenses
General
All licenses to support customers own, licensed SAP systems are included in the standard maintenance fee
Monitoring & Implementation

Licenses to implement or monitor customers own non-SAP solutions are included in the standard maintenance fee as well
Support Desk
Each user working on non-SAP messages needs an own professional user in the SAP Solution Manager system
89
Index
1 2 3 4 5 6 7
90
SAP Solution Manager Asset System Landscape

SAP Solution Manager connected with the following Satellite Systems:
SAP R/3 SAP R/3 Enterprise
SATELLITE SYSTEMS
SAP R/3 SAP R/3 Enterprise
91
SAP Solution Manager Asset
Scenarios
Project Preparation Business Blueprint Configuration Testing
Project Analysis
92
Scenarios (I)
Project Analysis
Create Project Assign project team members Define project system landscape:
Define logical components and physical systems Define IMG Projects
Define project standards:

Define status values Define keywords Define document types (document templates)
93
Scenarios (II)
Project Analysis
Define and maintain Project Structure:
Define and maintain Business Scenarios Define and maintain Business Processes Define and maintain Process Steps
Project Documentation:
Create and maintain project documents Maintain project document attributes: status, priority, owner, keywords
Maintain project activity administration data: status, plan data, team members, keywords Assign transactions to Business Scenarios, Business Processes or Process Steps Project Issues
Create Messages Maintain Messages
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Scenarios (III)
Project Analysis
Project Documentation Maintain project activity administration data: status, plan data, team members, keywords Assign transactions to Business Scenarios, Business Processes or Process Steps Assign and maintain project configuration: IMG activities, BC Sets, Assign and maintain customer-specific developments Assign and maintain Test Cases Project Issues
95
Scenarios (IV)
Project Analysis
Test Plan organization:

Create Test Plan Maintain Test Plan Define Test Packages Maintain Test Packages Assign testers to Test Packages
Tester Work List: execute tests and enter test results Problem Message Handling:
Create Messages Maintain Messages Message overview report
96
Scenarios (V)
Project Analysis
Business Blueprint reports:
Project administration reports Assigned documentation Assigned transactions Assigned problem messages
Project Configuration reports:

Project administration reports Assigned documentation Assigned transactions Assigned configuration Assigned test cases Assigned problem messages
Test Plan Analysis
97
Asset Best Practices

Business Process Model Hierarchy Structure
The original Business Process Model used 4 hierarchy levels instead of 3.
98

MDM Core Process and Process hierarchy levels were included in one Solution Manager hierarchy level: Business Scenario.
99

Business Process Model in SAP Solution Manager Business Blueprint:
100

Business Process Model Elements Header Data
Inform Header Data in Business Blueprint Administration tab
MDM:Status MDM:Start & End Dates
MDM: Responsible MDM: Team / Role
101

Project Documentation
Maintain information assigned to documents in Document Attributes
MDM:Status MDM:Priority MDM:Responsible or Team / Role MDM: (other key fields)
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SAP Solution Manager Asset Asset Best Practices

Project Documents:
Classify documents using a specific document type:

Requirements Business Scenario - Description Business Process - Description Business Process - Flow Business Step - Description GAP Customizing Task Functional Design Technical Design
Use Keywords to assign additional information (i.e. Requirements type: Automotive Supplier, Team Role: Procurement) Assign related or reference documents in Document Attributes.
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Project Documents:
Recommended requirements documentation process:
1. Before creating the hierarchy structure: create requirements documents into the first level of the hierarchy.
First level
2. After creating the hierarchy structure: assign links of the documents to the corresponding process steps.
Do not document transactions and IMG Activities paths, insert links in Transactions and Configuration tabs instead. Document customizing changes using BC Sets.
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Project Issues
Raise and maintain project issues directly into the project structure through the Business Blueprint or Configuration Messages tab. Track and filter project issues using Project Analysis.
Testing
Assign screen cam files into the transactions tab. This can be used for testing and training purposes.
Note: Files are not uploaded, so they must be stored centrally.
(Since test cases can only have one transaction assigned) In case of more than one transaction per project structure element:
(i.e. Process Step Maintain Master Data for Subcontracting has two transaction assignments: Change Material and Create Purchasing Info Record)

Define a manual test case and include a test description. Generate the Test Plan including transactions (Check the Copy Transactions field)
Enter SIRs (System Investigation Requests) as Messages in test results.
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SAP Overview SolutionManager

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SAP Overview SolutionManager

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KPIs

SAP Solution Manager Overview

Solution Manager Overview

Solution Manager - Principais Funcionalidades

Solution Manager - Principais Benefcios

Challenges of Sophisticated System Environments

Web Enabling Global Planning ATP

SAP Solution Manager Opportunity

Why SAP Solution Manager?

Lowering the Total Cost of Ownership

SAP Solution Manager: Goals

SAP Solution Manager Offerings

Best Practice Documents

Service Delivery Platform

SAP Solution Manager: Use Cases (I)

SAP Solution Manager: Use Cases (II)

Implementing the mySAP Business Suite

Implement new or additional SAP Scenarios

Synchronization of customizing across the landscape

SAP Solution Manager: Use Cases (III)

Local developments Local processes

IMG structures and settings Global customer developments

Master data documents

Global and integrated processes

SAP Solution Manager: Use Cases (IV)

Manage testing in a heterogeneous landscape

Efficient management of IT support

Central, real-time monitoring of systems, business processes and interfaces

SAP Solution Manager: Use Cases (V)

Service Level Management

Central, real-time monitoring of systems, business processes and interfaces

SAP Solution Manager as a Central Platform

Legacy Legacy CUS CUS 4.70 4.70 CUS CUS

PRD Solution Landscape

SAP Solution Manager

SAP Solution Manager

SAP Solution Manager

Go Live & Support

Define system landscape

Focus of tool support

Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

SAP Solution Manager in Implementation

Go Live & Support

Define system landscape

Focus of tool support

Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

Define System Landscape

Generate RFC destinations

SAP Solution Manager in Implementation

Go Live & Support

Functionality Project Definition & Project Administration

Define system landscape

Focus of tool support

Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

Central activities to define, organize and structure a project:

Team members Scope:

Roadmaps assigned to the project Templates to implement or create

SAP Solution Manager in Implementation

Go Live & Support

Functionality Project Definition & Project Administration

Define system landscape

Focus of tool support

Project Administration Issue Tracking / Status Monitoring / Reporting Roadmaps

SAP Solution Manager in Implementation