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Execution by customer Execution by customer Execution by customer Execution by customer Execution by customer
Check if prerequisites for IT Service Start with Customizing Standard Define your Support Organization and Start with advanced ITSM configuration. Complete advanced ITSM
Management are fulfilled and start Configuration. the determination of Support Teams. (Remote support in the afternoon) configuration.
preparation of ITSM. (Remote support in the afternoon) (Remote support in the afternoon) (Remote support in the afternoon)
(Remote support in the afternoon)
Goal of the day Goal of the day Goal of the day Goal of the day Goal of the day
Introduction into EGI and SAP Perform ITSM Standard Master Data Management Service Level Management Configuration of
Solution Manager Configuration Definition of Organizational Additional Configuration & Web User Interface
ITSM with SAP Solution Manager Setup of Multilevel Categorization Structure Transaction Type Customizing Home Widgets
7.2 Creation of Template Users Sold-To Party Determination E-Mail Notification Substitution
Complete Checks of Prerequisites Support Team Determination SAP Collaboration
Perform Prerequisites for ITSM ITSM Process Demo Embedded Search
Scenario
Welcome Kindly follow below communication rules during the empowering session
My status is being
shared with all
participants.
Reset by select Clear...
automatic activity
On the top right corner additional information are displayed Activity can be performed automatically.
concerning the actual slide/activity/topic Default parameters are set in this configuration step.
manual activity
Activity has to be performed manually.
In most cases more than one activity has to be performed.
Information has to be entered.
Execution, 2-3 hours on the same day Expertise on demand, during execution
Participants execute demonstrated steps within their Participants have direct access to an SAP expert
own project, on their own SAP Solution Manager who directly supports them remotely, if necessary,
software during the execution
Define the goal you would Review the expert guided Prepare the execution Execute the defined activities in Execute necessary follow up
like to reach and plan the implementation calendar to supported to your expert the planned time frame. During steps according to your project
necessary project steps. identify your topics and fitting guided implementation. Fulfil this phase, the SAP expert is plan, like rollout of results from
time slots to receive SAP the technical prerequisites and available to answer questions execution phase.
expert support for your planned assign the right people with and to provide the necessary
execution steps. sufficient time to execution. knowledge to ensure smooth
execution.
Lets Go!
Technical prerequisites
Installation of SAP Solution Manager 7.2
System preparation is performed
Infrastructure preparation is performed
Basic configuration is performed
Managed system configuration is performed
Implementation of the latest Master Correction Note version
according to your Solution Manager 7.2 SP Stack
SAP Solution Manager has connection to SAP Network via RFC SAPOSS
(OSS1 maintained)
S-User in SAP Marketplace with necessary authorization for message
processing
For remote support a R/3 support connection and HTTP connection is required
Secure Area access to maintain logon information for Solution Manager System
Optional: installed TREX instance or HANA database for Embedded Search
Day 1
Step 1.2 Configure Manual Prerequisites
Overview
Enable Business Functions for ITSM
SAP Solution Manager
Maintain SAP Customer Number
IT Service Management on SAP Solution Manager
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Background Job for Communication with SAP
Step 1.1 Check Prerequisites
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
ITSM Mgmt.
Service
Request &
Fulfillment
Solution Manager
NetWeaver 7.4
BW 7.4
Portfolio to
Portfolio Management Project Management
Project
Requirement to
Demand Design Development Test Deploy
Deploy
Detect to
Monitor Incident Problem Optimize
correct
Request to
Service Catalogue Service Request Service Fulfillment
Fulfill
Portfolio to
Project
Project
Management
Requirement to
Deploy
Change Custom
Process Test
Control Code
Management Suite
Management Management
Business Landscape
Detect to Application Data Volume
Process Management
Correct Operations Management
Operations
IT Service
Management
Request to
Fulfill
Test Cases
Business Proc.
Alert Incident Problem
Operations
Detect to
Monitor Incident Problem Optimize
correct
Sandbox
EGI Scenario
Implementation
Dont start with your implementation in your
Option B
production Solution Manager directly
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
ITIL is now owned and distributed by AXELOS Limited. The books describe an integrated,
process based, best practice framework for managing IT services.
To date, these books are the only comprehensive, non-proprietary guidance for IT service
management.
Service Operation
Manages services in
supported
environments.
SAP ERP *
Financial Management for IT Services
Create
Create
Search Handover to Provide solution & Handover to Request
Create Problem Lock related Deep issue
solutions Analysis Problem Update Change for
Incident record record Incidents investigation
& Dispatch Management Incident(s) Management Change
Create
Change
Create Create Management
Knowledge
Notifications Tasks
Article
Knowledge
Management
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
The IT Service Management setup is performed within the SAP Solution Manager Configuration: SOLMAN_SETUP
Guided Procedure: Main steps Sub steps Manual & Automatic Activities
Help section & documentation for every step
Annotation capabilities
Scenario
Solution Manager configuration
scenarios
Navigation
Guided procedure with main steps and
sub steps which include dedicated
configuration activities
Help Section
Provides detailed information to each
step, such as what needs to be done and
what will happen in the background
Activities
Lists all single activities for each step
along with documentation, status
information and execution link
Log
Shows detailed logs per activity
Execute Activities:
Switch to Edit mode
Automatic activities:
Select activity and press button Execute Selected
Manual activities: Choose link in Navigation column
A green status icon will be After SP Upgrade necessary Mandatory Maintain important The status of manual activities Display detailed
displayed, if an activity has been activities are marked. activities have to information such as should be set manually for activity
performed correctly. be performed. performed steps. documentation purposes. information /
explanation
AI_CRM_GW_CREATE_INCIDENT_SRV
AI_CRM_GW_MYBUSI_REQUIRE_SRV
AI_CRM_GW_MYMESSAGE_SRV
SERVICE_GDAPI
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
SAP-OSS
Send a message to SAP
SAP-OSS-LIST-O01
Synchronize message with SAP AGS
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
CRM Text
ERP
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
In this activity, you can enable Switches which contain additional ITSM-specific functionalities.
Execution Activities
1. Press Start Transaction
1
2. Press Continue in
Security Information 3
popup
3. Search for the Switches
by pressing STRG + F
4. Check the documentation
5. Mark checkbox
Planned Status
for every Switch
6. Press Activate Changes 2
7. Confirm activation
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
Execution Activities
1. Press Start Transaction
2. Create a new entry for your
individual customer number
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
In this automatic activity, you define the basic hierarchy for the product type Service with assignment of
related set types and attributes.
Furthermore, the standard Service Product INVESTIGATION is created which is required for default
SLA time calculation.
Execution Activities
1. Select the activity
2. Press Execute Selected
3. Check the log information
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
In this automatic activity, you are scheduling the periodic job for synchronization of messages between
SAP Active Global Support Backbone and your IT Service Management.
Execution Activities
1. Select the activity
2. Press Execute Selected
3. Check the log information
Assignment block SAP Collaboration within an Incident or Problem record provides the possibility to request
support from SAP Active Global Support Backbone instead of using SAP Service Marketplace
Start
Guided Procedure
Component for
testing purposes
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration
In this automatic activity, you are executing the configuration to create messages out of the SAP Solution
Manager system itself using the SAP GUI menu Help:
Help Create Support Message
The table BCOS_CUST has also to be maintained in order to be able to send a message to the
SAP Solution Manager Service Desk via the Help Feedback functionality in a Managed System.
Customer
m.alday@sap.com SAP Expert
During the execution part you have direct access to the Expert via
telephone number to solve questions quickly. Please ensure that the
remote connections are open and that we can logon to your system.
Allow Scripting
Internet options
security custom level
SAP
Collaboration
Request to
Fulfill Service SAP AGS
Software
Landscape Correct Incident & Release & Partner
Change
System Landscape Directory Problem Deployment
LMDB Management
Landscape Business Management Management
nonSAP SAP Management Partner
Database 3rd Party
Service Level Management Collaboration
3rd Party
User & Knowledge Management Service
Authorization Desk
Service Asset & Configuration Management
3rd Party
SAP IT Infrastructure Mail Forms, Questionnaires, Execution
Services, SLA Profiles, Engine
Management Multilevel Categorization Availability &
Event Capacity
Performance
Management Management Service
CMDB & Auto Discovery Management
Provider
SAP HANA with
Active Monitoring Embedded Search or SAP
Classical DB CRM
Agile Lifecycle Management with Key Value Chains Portfolio to Project & Requirement to Deploy TREX
Business Change Custom Full Text
Process Project Application Data Volume Landscape Master Data
Test Suite Process Control Code Search &
Management Management Operations Management Management
Operations Management Management Classification
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Customer 79
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