A Comprehensive Introduction To SAP Solution Manager

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SAP AG 2007, 0
A Comprehensive
Introduction to SAP
Solution Manager
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Lorie Ballbach and John Krakowski, Jr.

SAP America
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Welcome to the SAP Solution Manager Jumpstart Session
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SAP Solution Manager is an application management tool with
many components that you can use to collaboratively manage
your End-to-End business processes and the solutions that
support them through the entire lifecycle of the process
and system.
During this three hour session, we will help you master the
fundamental concepts of the SAP Solution Manager as we explore
the following SAP Solution Manager concepts/components:
Implementation and upgrade capabilities
Monitoring/Diagnostics
Service Desk
Change Request Management
Reporting
Service Delivery
SAP AG 2007, 2
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What Well Cover
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SAP Solution Manager: Overview
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Implementation, upgrade, and global rollout capabilities
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End-to-End Monitoring and Diagnostics
Service Desk
End-to-End Change Control
Reporting
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Service Delivery
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Wrap-up
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SAP AG 2007, 3
Business and IT Challenges Have a Direct Impact on the

Complete Solution Lifecycle and Determine CIO Priorities
IT challenges and top CIO priorities
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Top CIO Priorities*
Business and IT challenges
Tightened IT
budgets
Align IT and business goals

Ensure IT-enabled process
improvement
Improve project management
discipline
Accommodate growth of
the business
Need for flexible

solutions
Need for constant
innovation
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Ensure business continuity

Enable or enhance knowledge
management
Increase operating efficiency
Leverage intellectual
assets
Ensure regulatory
compliance
Application
Management
Increased system
complexity
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Internationalization
Changing business
models
Control IT-costs
Improve internal user satisfaction
Allow fast business adoptability
Enable adaptation of new business model
Create or maintain the ability to innovate continuously
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*Sources: STATE OF THE CIO2006 , EIU 2006
SAP AG 2007, 4
Driver and Scope of SAP End-to-End Solution Operations
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While software has
become easier to use
over the past years, IT
landscapes have
become more complex
to manage
#User
Spread
Sheet
Enterprise
SOA
EP
7.0
EP
6.0
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Siebel
CRM
Manugistics
R/3
BW
XI
Manugistics
Legacy
System
Outlook
External
Web
Legacy
System
2000
Peoplesoft
HR
Documentum
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R/3
2007
2010
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SAP provides standards and best practices to manage Key Performance

Indicators (KPIs) and reduce Total Cost of Operations (TCO), increasing:
End-to-End Business Process Availability
End-to-End Business Process Performance
End-to-End Data Consistency and Transparency
End-to-End Maintainability and Upgradeability
Including custom code and code from partners
SAP AG 2007, 5
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Key Technology Challenges and Our Joint Response
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Enterprise SOA promises

Reduction of application management complexity
Simplification of Technology Stacks and Consolidation of System Landscapes
Ultimately leading to a reduction in TCO
With SAP NetWeaver
Portal, we deliver
the ideal platform
with which to create
workplaces
Next Workplace
Platform
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With SAP NetWeaver

XI and MDM, we
deliver optimum
support for your
phased upgrades
With the BI
Accelerator (BIA),
SAP delivers a highperformance and
high-volume data
warehouse platform
SAP NetWeaver XI is
scalable, high
performance, high
availability, and easy
to adapt
Next Master Data

Management
Platform
Next Data
Warehouse
Platform
Next EAI
Platform
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HOW CAN WE SUPPORT THIS OPTIMALLY?

WHAT IS THE RIGHT SUPPORT PLATFORM?
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SAP AG 2007, 6
Key Technology Challenges and Our Joint Response (cont.)
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Enterprise SOA enables true End-to-End Solution Operations

Reduction of technology management complexity
Simplification of Technology Stacks and Consolidation of System Landscapes
Ultimately leading to a reduction in TCO
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With SAP NetWeaver

Portal, we deliver
the ideal platform
with which to create
workplaces
With SAP NetWeaver

XI and MDM, we
deliver optimum
support for your
phased upgrades
With the BI
Accelerator (BIA),
SAP delivers a highperformance and
high-volume data
warehouse platform
SAP NetWeaver XI is
scalable, high
performance, high
availability, and easy
to adapt
Next Workplace
Platform
Next Master Data

Management
Platform
Next Data
Warehouse
Platform
Next EAI
Platform
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One Transport Order
Root Cause Analysis
Change Control
Integration and Automation

Monitoring
End-to-End Solution Operations
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SERVICE & SUPPORT
Next Application Management Platform

SAP AG 2007, 7
Key Business Challenges and Our Joint Response
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Enterprise SOA enables true End-to-End Solution Operations

End-to-End Unified and Standardized Application Management
End-to-End Business Process and Interface Monitoring
One Integration Platform
Ultimately leading to reduction of TCO
SAP CRM is the

platform of choice to
optimize go-to-market
and customer service
SAP SRM is the

improve Purchasing
SAP SCM is the

improve supply chain
management
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SAP PLM is the
platform of choice for
product lifecycle
management
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SAP
CRM
SAP
SCM
SAP
SRM
SAP
PLM
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One Transport Order
Root Cause Analysis
Change Control
Integration and Automation

Monitoring

SERVICE & SUPPORT
Next Application Management Platform

SAP AG 2007, 8
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A Different Approach to IT Solution Management Is Needed
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Key Requirements:
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Integration
Integration is vital because you need one place
where all information comes together
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Lifecycle orientation
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Lifecycle orientation is vital because it structures

customers tasks from a time
perspective
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Business process orientation

Business processes are the glue for the information
which is acquired during the software lifecycle
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SAP AG 2007, 9
End-to-End Solution Operations Requires
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End-to-End Root Cause Analysis
SAP standards for Incident Management
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Speak the same language
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SAP standards for Change Control and Application Management
SAP standards for Functional, Regression, and Volume Testing
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Manage quality
End-to-End Business Process Integration and Automation
SAP standards for Job Scheduling, Interface, and Business
Process Monitoring
Enable value realization

End-to-End Enterprise SOA Readiness
SAP standards for Service Enablement, Upgrades, and Migrations
Get ready for new business needs
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Standards = Tools, Processes, and Best Practices

SAP AG 2007, 10
SAP Standards for Solution Operations

SAP Standards for Solution Operations Define
Operations Processes
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Incident
Management
Exception
Handling
Data Integrity
Change Request
Management
Testing
Root Cause
Analysis
Upgrade
Change Control
Management
eSOA
Readiness
Minimum
Documentation
Remote
Supportability
Business Process and Interface Monitoring

Data Volume Management
System
Administration
Job Scheduling Management
System Monitoring
Transactional Consistency
SAP AG 2007, 11
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Run SAP: Methodology for End-to-End Solution Operations

Todays support organizations need to manage complex solutions with
quality, while controlling the cost of operations
Run
Run SAP
SAP Operations
Operations Standards
Standards
METHODOLOGY
METHODOLOGY
How to operate an SAP-centric solution
How to run versatile solutions with
SAP and non-SAP components
How to manage availability of
business processes and systems
Run
Run SAP
SAP Roadmap
Roadmap
BEST
BEST PRACTICES
PRACTICES
Benefit-driven Run SAP
implementation
Roadmap for the technical
implementation and operations project
SAP provides standards for operations
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Run SAP
How to transition from implementation
project to productive operation
How to ensure the support organization
will be able to manage the solution
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How to integrate legacy systems and

third-party products
How to implement operations for
custom code
Run SAP Integration
COMPONENT INTEGRATION
Run SAP Safeguarding

TECHNICAL QUALITY MANAGEMENT
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SAP AG 2007, 12
SAP Solution Manager Usage Scenarios

SAP Solution Manager provides a comprehensive solution to run your SAP solutions:
Implementation of
SAP Solutions
Solution Monitoring
SAP methods and tools

Global rollouts
Customizing synchronization
eLearning management
Test management
Upgrade of
SAP Solutions
Test management
System monitoring
EarlyWatch Alert
Service level reporting
Business process monitoring
Central system administration
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CORE
Service Desk
BUSINESS
Best practices
for messaging
Solution Manager
Diagnostics
PROCESSES
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Change Request
Management
Delivery of
SAP Services
Follows ITIL standards

Maintenance processes
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On-site/remote delivery
SAP Safeguarding
SAP AG 2007, 13
Summary
Run SAP Methodology and SAP Standards
for Solution Operations
Tools
Training and
Certification
Services
Best
Practices
Guarantee for End-to-End:
Business Process
Availability
Business Process
Performance
Data Consistency and

Transparency
Maintainability and
Upgradeability
for all SAP Solutions

SAP AG 2007, 14
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End-to-End Business Process Integration
and Automation
End-to-End Enterprise SOA Readiness
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What Well Cover
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Service Desk
Reporting
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Service Delivery
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Wrap-up
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SAP AG 2007, 15
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Implementation of
SAP Solutions
Solution Monitoring

Global rollouts
Test management
Upgrade of
SAP Solutions
Test management
System monitoring
EarlyWatch Alert
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CORE
BUSINESS
PROCESSES
Service Desk
Best practices
for messaging
Solution Manager
Diagnostics
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Change Request
Management
Delivery of
SAP Services

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SAP Safeguarding
SAP AG 2007, 16
Customer Implementation/Upgrade Requirements

Implementation and upgrade projects require proven tools,
content, and methodologies
Customer situation
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Need for a proven and

comprehensive implementation
methodology and supporting tools
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Enable global rollout and

management of templates
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Ensure consistent management of

configuration
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Provide integrated eLearning

management
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Company-wide standardization is
required
Distributed landscapes require new
capabilities to manage
configuration
Major new functionality needs

to be implemented
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Implementation/upgrade requirements
New implementation or upgrade

project is planned
Customers existing solution

documentation often not sufficient
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Application
Management
Enable efficient and integrated test

management
Provide detailed project
documentation
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SAP AG 2007, 17
Implementation, Global Rollout, and Upgrade Objectives
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Provide proven and comprehensive implementation and
upgrade support
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Optimize customizing and configuration
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Enable knowledge transfer from experts to end users

Accelerated test management and execution
Consolidate and preserve project documentation
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Enable global standardization
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Application
Management
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SAP AG 2007, 18
ASAP Methodology
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Description
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AcceleratedSAP (ASAP) provides a proven,

comprehensive, repeatable, rich methodology to
streamline implementations, upgrades, global
rollouts, and more
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More info
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http://service.sap.com/roadmaps *
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* Requires login credentials to the SAP Service Marketplace
SAP AG 2007, 19
ASAP Is Supported by SAP Expertise and SAP Tools
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Experience:
Facilitates controlled management of implementations and upgrades
based on best practices
Aligned with industry standards and procedures (PMI PMBOK)
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Specific to SAP solutions
Tools:
SAP Solution Composer
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SAP Roadmaps
SAP Solution Manager
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Aligns customers
business requirements with
SAP solutions
SAP AG 2007, 20
ASAP roadmap composed

to fit specific project needs
For SAP solution design,

documentation, configuration,
testing, and operations
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Example: ASAP Implementation Roadmap

The individual phases of the ASAP Implementation Roadmap are:
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Each phase has a set of deliverables that are produced during the
duration of the phase and serve as input to the phases that follow.
Each deliverable provides a list of outputs it consists of and methods
that are used to produce the deliverable.
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SAP AG 2007, 21
SAP Solution Manager Roadmaps at a Glance
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Implementation methodology provided through Roadmaps
Implementation Roadmap for the SAP 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 and Global Rollout Roadmaps:

Target
Group: Program/Project Managers
Roadmap
content adapted to SAP Solution Manager Global Template usage
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Upgrade Roadmap
Bundling
SAPs knowledge and best practices for the entire upgrade

procedure for an entire system landscape from a functional and
technical perspective
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SAP AG 2007, 22
ASAP Implementation Roadmap in Detail
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Phase-driven
Phase-driven approach
approach for
for
functional
functional and
and technical
technical
implementation
implementation and
and ongoing
ongoing
operation
operation activities
activities
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Graphical
Graphical entry
entry into
into and
and status
status
overview
overview of
of your
your project
project
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Links
Links to
to accelerators
accelerators for
for your
your
project
project phase
phase
SAP AG 2007, 23
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SAP Solution Manager Functions in Detail
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Upgrade
Change Request
Management
eLearning
Landscape Reporting
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Testing
Service Desk
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Solution Monitoring
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Customizing
Synchronization
Tool
Service Level
Reporting
Implementation and
Roll-out Platform
Services
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Best Practice
Documents
Roadmaps
Service Delivery
Platform
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Content
Configuration Content
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Gateway to SAP
SAP Active Global

Support
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SAP AG 2007, 24
Plan, Build, and Run Successful Solutions
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Run
Build
Plan
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Project
Preparation
Business
Blueprint
Realization
Define project
Define
customer
solution
based on
SAP
processes
Synchronize
Cust. settings
Set up system
landscape
Final
preparation
Go Live
& Support
Training
Handover
To
Operations
Configure
processes
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Testing
Run, Monitor, Operate, and Control

any change in your SAP Solution with
SAP Solution Manager using Service
Desk, Solution Monitoring, Change
Request Management
Project Administration
Issue Tracking/ Monitoring / Reporting
Roadmaps
Design, Configure, Document, Test,

and Go-Live with SAP Solution using
SAP Solution Manager with
ASAP Roadmaps
Map business requirements and
perform initial scoping with SAP
Solution Maps from SAP
Solution Composer
t,
igh
Ins
y, C
ilit
xib
e
l
F
t ro
on
ncy
a re
sp
n
ra
y, T
nc
e
i
c
ffi
l, E
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SAP AG 2007, 25
SAP Solution Manager Benefits (Highlights)
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Customer-focused and Customer-owned tool no additional
license fee
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Supports a solution through its entire lifecycle
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Smooth hand-off to production of fully-documented customer solution

Global template functionality reduces future setup costs for local
implementation projects reusability/repeatability for future rollouts
Supports methodology, reducing the need for additional tools and their
licensing fees
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Enables control of your implementation or upgrade project (manage

scope, capture requirements, configure, test) from a single,
integrated environment
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Fully-integrated set of tools required in implementation or upgrade
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SAP AG 2007, 26
SAP Solution Manager Benefits (Highlights) (cont.)
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Central repository for documentation and issues your project
library use to build your own best practices
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Support of global template projects
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Unique customizing distribution and comparison features

Scenario-driven blueprint, configuration, and testing approach
Standard scenarios available for SAP ERP, SAP CRM, SAP SCM,
SAP SRM
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SAP AG 2007, 27
Implementation Process with SAP Solution Manager
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Project
Preparation
Business
Blueprint
Final
Preparation
Realization
Go-Live and
Support
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Implement business
and process
requirements based
on the Business
Blueprint
Provide initial
planning and
preparation for
your SAP project
Cut over to
live productive
operation and
continuous
support
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Documents the
business process
requirements of
the company
Complete the
preparation for
Go-Live
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SAP AG 2007, 28
Implementation Process with SAP Solution Manager (cont.)
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Project
Preparation
Business
Blueprint
Configuration
Testing
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Define project
Set up system
landscape
Define customer
solution
based on
SAP processes
SAP AG 2007, 29
Configure
processes
Synchronize
customer settings
Test
processes
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Project Administration
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Issue Tracking/Monitoring/Reporting
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Roadmaps
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Phase 1 Project Preparation
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Project
Preparation
Business
Blueprint
Configuration
Testing
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What do I need to set up in SAP Solution Manager?

Upload
Roadmap
Define
Statuses
Define
Project
Define
High-Level
Scope
Key Word
Categories
Project Team
Authorization
Profiles
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Document
Management
Project
Issue
Management
Leverage
Scope
from Different
Projects
System
Landscape
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SAP AG 2007, 30
Defining a Project General, Landscape, Standards, ...

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SAP AG 2007, 31
Defining Project Standards Documentation Types

Severaldocuments:
documents:determines
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_________________________________
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_________________________________
StatusSchema:
Schema:different
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Blueprint-Relevant:
Blueprint-Relevant:
Willthis
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blueprintdocument?
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blueprint
_________________________________
_________________________________
Globaldoc.:
doc.:
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Doctype
typeautomatically
automatically
Doc
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toprojects
projectswhile
while
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zzChange
SAP AG 2007, 32
_________________________________
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Defining Project Standards for Project Preparation
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Define, document, and communicate project standards to ensure
consistent use of methods and tools for the project and post
production support
Develop naming conventions: Projects, Logical Components, Documents,
Status Values, etc.
Develop Project Management Standards:
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_________________________________
_________________________________
Required
deliverables = Document Types

Status = Document Status Values
Quality control process for deliverables
Blueprint workshop preparation and delivery
Deliverable
_________________________________
Establish a requirements validation and document approval process
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Establish a Governance Board:
_________________________________
Administers
the use of the tool across PMO and IT

Cross-team representation
Roll lessons learned into standards and update as required; quick response
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SAP AG 2007, 33
Phase 2 Business Blueprint
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Project
Preparation
Business
Business
Blueprint
Blueprint
Configuration
Testing
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How do I manage Business Blueprint in Solution Manager?
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ScenarioBased
Graphical
View
Reference
Structure
_________________________________
Content
Updates
Available
Direct Link
to SAP
Leverage
Scope
from Different
Projects
Templates
Documenting
in MS Office
Documentation
Status
Deliverables/
Documents
_________________________________
Issue
Management
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SAP AG 2007, 34
How to Describe Solutions?
_________________________________
Three-level approach used internally and externally to describe a
business-oriented view
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Software
View
Business view/
As is To be
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SAP AG 2007, 35
_________________________________
Business
Scenario
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Visualized by
Process
Component
View
Process
Step
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Transactions
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Defining Your Business Process Hierarchy
_________________________________
Business
Scenario
A business scenario is a set of

processes that define a business
task in a comprehensive and selfcontained manner on a macro level
Order to Cash
Business
Process
A process is a set of logically

related activities performed to
achieve a defined business outcome
Sales Order
Processing:
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_________________________________
_________________________________
_________________________________
(cf. Davenport and Short, 1990)
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Process
Step
Create
Inquiry
A process step is an elementary

activity performed to accomplish a
process
Transaction Tab
VA11
VA12
VA13
VA15
V.03
Create Inquiry
Change Inquiry
Display Inquiry
Inquiries list
List of Incomplete Inquiries
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SAP AG 2007, 36
SAP Implementation Content
_________________________________
_________________________________
_________________________________
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1
3
2
Define scope with assistance from the BPR

Click on Business Scenarios folder (#1)
Click on the pull down menu (#2) to the right of the
Scenario Name field

Navigate through the BPR to find the desired
business scenario (#3)
If a scenario doesnt exist click in the Scenario Name
field and type it in manually (#4)
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SAP AG 2007, 37
Documentation Approach and Templates

Business Scenario
Documents
(Scope clarification and
business alignment)
1:X
Business Process
Documents
(Process requirements)
1:X
Business Process Step

Documents
(Functional requirements)
Key Decision
Documents
(to drive decisions)
SAP AG 2007, 38
Business Scenario Documents

Focus is on understanding business
objectives and their related business
requirements as they relate to key
business processes
Business Process Documents

process requirements and their related
inputs, outputs, impacts, integration,
authorization, and realization considerations
Business Process Step Documents

Focus is on understanding detailed
process step requirements and their
related roles, variants, and potential
solution considerations
_________________________________
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_________________________________
_________________________________
_________________________________
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Key Decision Documents
_________________________________
Focus is on capturing key decisions made

with respect to scope, business scenarios,
business processes, process steps, etc.
_________________________________
Business Blueprint Capture Requirements
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Create, edit, store, upload, and download
requirements documents
_________________________________
Predefined templates/document types for:
_________________________________
Scenario descriptions, diagrams,

installation guides
Customer Input Template

Developments Interfaces, Forms, Reports
_________________________________
You can also create your own templates

Reporting features to track and filter
on documents
Business process requirements

Business process models
Developments (reports, interfaces,
conversions, and enhancements)
Other documents
Business process transactions
_________________________________
_________________________________
SAP AG 2007, 39
Graphical Representation of Scope by Logical Component
_________________________________
Available in Blueprint and Configuration transactions
Scenario: Navigation via double-click into the process
Process: Navigation back to the scenario via Back to Scenario arrow
_________________________________
_________________________________
_________________________________
_________________________________
Scenario
_________________________________
Process
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 40
Generate Business Blueprint Document

Generate Business Blueprint Document for sign-off
_________________________________
_________________________________
_________________________________
_________________________________
Could contain Business Process

Graphics corresponding to the solution
scope in Solution Manager
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 41
Defining Project Standards for Business Blueprint
_________________________________
Defining quality standards for Blueprint-relevant deliverables
ensures consistency in content, look, feel, and scope
Generate
a Blueprint document by scenario, process, team, etc., as

part of Quality Control during the blueprinting process
z Dont wait until the night before the Blueprint is due!
_________________________________
_________________________________
Use of defined document statuses enables deliverable tracking:

Status
_________________________________
tracking of deliverables through blueprint process
Enable Electronic Signature to approve and lock documents

Empower a Governance Board: Gathers feedback and rolls
lessons learned into standards
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 42
Phase 3 Realization
_________________________________
Project
Preparation
Business
Blueprint
Realization
Configuration
Testing
_________________________________
_________________________________
Key Realization activities enabled in Solution Manager

Access IMG and
configure solution
RICEFW
Developments
Plan and perform

cycle tests
Capture
configuration
documentation
Document test
cases
Plan and execute

integration test
Keep configuration
in sync between
systems
Plan and
perform unit
tests
Store and manage

training
documentation
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 43
Realization Configure Business Processes
_________________________________
_________________________________
Re-use
Re-use of
of Configuration
Configuration via
via
BC
BC Sets
Sets (e.g.,
(e.g., at
at aa Rollout
Rollout
location)
location)
_________________________________
_________________________________
_________________________________
Configuration of process
requirements specified in the
Business Blueprint
Automatic assignment to
transactions and BC Sets
using objects from the
Business Process Repository
SAP AG 2007, 44
Configuration
Configuration via
via
Implementation
Implementation Guide
Guide (IMG)
(IMG)
_________________________________
_________________________________
_________________________________
_________________________________
Define
Define and
and assign
assign
test
test cases
cases to
to business
business
processes
processes
_________________________________
Configuration in Detail
_________________________________
Process:
Process:
_________________________________
Assignrelated
relatedIMG
IMGarea
areato
toprocess/process
process/processstep
step
Assign
_________________________________
Foreach
eachprocess
processstep,
step,navigate
navigateto
tothe
theIMG
IMG(F4
(F4inin
For
Objectcolumn)
column)of
ofthe
therelated
relatedSAP
SAPcomponents
components
Object
_________________________________
Documentconfiguration
configurationsettings
settings
Document
Attachadditional
additionaldocumentation
documentationfor
forconfiguration
configuration
Attach
Couldbe
bedone
donevia
viaBC
BCSets
Setsas
aswell
well(for
(fordocumentation)
documentation)
Could
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 45
Configuration Documentation
_________________________________
_________________________________
Business
Scenario
_________________________________
Project
Docs
_________________________________
Business
Process
Component
e.g., R/3 Enterprise
IMG
IMG
Objects
Objects
Project
Docs
_________________________________
Config
Doc
_________________________________
Config
Doc
Process
Step
Project
Docs
IMG
IMG
Objects
Objects
Transactions
Transactions
Transactions
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 46
Documentation Approach and Templates
_________________________________
Interface/Conversion
Functional Specifications
Functional specifications for:

Interface/conversion
Forms/reports
Enhancements
Forms/Reports Functional
Specifications

drivers and their related business
requirements as they relate to the
proposed development item
Provides a high-level process/data flow

overview and alternative solutions
considered
Enhancement Functional
Specifications
Key decision documents
Focus is on capturing key decisions

Key Decision
Documents
(to drive decisions)
SAP AG 2007, 47
made with respect to scope, Business

Scenarios, Business Processes,
Process Steps, etc.
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Create and Assign Additional Customizing Objects
_________________________________
Createand
andassign
assigncustomizing
customizingobjects:
objects:
Create
Selectobject
objecttype
type(e.g.,
(e.g.,IMG)
IMG)
zzSelect
z
Select
row
and
click
Add
z Select row and click Add
LaunchIMG
IMGObject
Objectininthe
thecomponent
componentsystem
system
zzLaunch
ConfigureIMG
IMGObject
Objectand
andreturn
returnback
backto
toSolution
SolutionManager
Manager
zzConfigure
Maintainstatus
statusand
andresponsible
responsibleper
perobject
object
zzMaintain
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 48
Document Customer-Specific Developments
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Maintenance of links to customerspecific developments like BAdI
implementations, reports,
and modifications
_________________________________
_________________________________
_________________________________
Direct navigation to coding and

specification/documentation
_________________________________
Maintenance of the product context

of the implemented process
_________________________________
SAP AG 2007, 49
Defining Project Standards for Realization
_________________________________
_________________________________
Defining quality standards for configuration and developmentrelevant deliverables, assures consistency in content, look,
feel, and scope
Generate a configuration reference document similar to the

Blueprint document
Define a formal sign-off process for approving configuration and
development
Keep track of IMG Configuration changes:
Track changes to the IMG with IMG Log

Assign IMG object owner and status on the Configuration Tab
Assign Development object owner and status on the
Development Tab
The Configuration Folder in Solar02 is used to document nonprocess related activities; Basis; BI, etc.
Link documents together to create requirements traceability
SAP AG 2007, 50
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Phase 4 Testing
_________________________________
Project
Preparation
Business
Blueprint
Configuration
Testing
Testing
_________________________________
_________________________________
Key Realization activities enabled in Solution Manager

Access IMG and
configure solution
RICEFW
Developments
Capture
configuration
documentation
Document test
cases
Plan and execute

integration test
Keep configuration
in sync between
systems
Plan and
perform unit
tests
Store and manage

training
documentation
Plan and perform

cycle tests
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 51
Test Planning Creating a Test Plan
_________________________________
Scenario: Outbound Telesales
Process: Campaign Preparation
Test document 1
Test document 2
Test Plan
Test document 1
Test document 2
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Scenario: Order to Cash
_________________________________
Process: Sales Order Processing
_________________________________
Process Step: Process sales order
Process Step: Process sales order
eCATT Configuration
eCATT Configuration 1
_________________________________
Manual test case
Manual test case 1
_________________________________
SAP AG 2007, 52
Test Planning Creating Test Packages
Test Plan
Test Package 1
_________________________________
_________________________________

Test document 1
Test document 1
_________________________________
Test Package 2
_________________________________
Test document 2
Test document 2
_________________________________
_________________________________
Test Package 3
Process Step: Process Sales Order
Manual test case 1
Manual test case 1
SAP AG 2007, 53
_________________________________
_________________________________
_________________________________
_________________________________
Test Planning Assigning Test Packages
_________________________________
Test Package 1
_________________________________
Test document 1
_________________________________
Individual tester
Test Package 2
_________________________________
_________________________________
_________________________________
Test document 2
Multiple testers
Test Package 3
_________________________________
_________________________________
_________________________________
Manual test case 1
_________________________________
SAP AG 2007, 54
Test Execution
_________________________________
Logs into the Test system
with the assigned user ID
Views Test worklist in
STWB_WORK
Executes test cases

within assigned test
packages
Documents execution
status and the results
of each test case
Documents test
defects as necessary
_________________________________
_________________________________
_________________________________
Test Package 1
_________________________________
Test document 1
_________________________________
_________________________________
Test Package 3
_________________________________
_________________________________
Manual test case 1
_________________________________
SAP AG 2007, 55
Define Project Standards for Testing
_________________________________
_________________________________
Defining quality controls for test case scripts and data sets
ensures they accurately represent the business requirement and
will test the appropriate data
Define
whether or not Unit Testing is formal or informal
Unit
test cases can be strung together to create Integration Test

cases
Use
separate test data set documents so test cases can be reused
Link documents to create requirements traceability back to the

original business requirement
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 56
Other Supporting Components: Final Prep, Go-Live, and

Support
Project
Preparation
Business
Blueprint
Configuration
Testing
Final
Preparation
Go-Live and
Support
_________________________________
_________________________________
_________________________________
Capture
lessons
learned
_________________________________
Pre go-live SAP

Services
Handover of
solution
_________________________________
Setup
Operations
Support
Project
Closeout
Report
Stress Testing
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 57
Specialized Support for Global Implementation Projects

Global projects pose unique challenges (e.g., concurrent projects,
unique requirement sets per location)
_________________________________
_________________________________
_________________________________
A new ERP
implementation
in London
_________________________________
_________________________________
An ERP
upgrade
project in
Palo Alto
_________________________________
_________________________________
_________________________________
A BI
implementation
in Hong Kong
_________________________________
_________________________________
As your SAP solutions proliferate, system monitoring and management

challenges increase
SAP AG 2007, 58
Global Implementations with SAP Solution Manager
_________________________________
GlobalASAP Roadmaps
Defines process for building and rollout of templates
_________________________________
_________________________________
Global functionality
Define scope of changes allowed in local
roll-out projects using Global Attributes
_________________________________
_________________________________
_________________________________
_________________________________
Global
elements
Documenttation
IMG structures
and settings
Global
customer
developments
SAP AG 2007, 59
Country
versions
Master data
documents
Organizational structure
_________________________________
Local
developments
Local
processes
Global and integrated processes
Local
elements
_________________________________
_________________________________
Two GlobalASAP Roadmaps
_________________________________
GlobalASAP Template Roadmap
_________________________________
_________________________________
GlobalASAP Rollout Roadmap
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Two roadmaps to help you develop and manage a global program
_________________________________
SAP AG 2007, 60
Global Roll-Out Process in Detail
_________________________________
Enterprise Requirements
1
Define global
template
_________________________________
_________________________________
T1V1
_________________________________
2 Roll out global template
_________________________________
Global template(s) become

Reference System
_________________________________
Implement
template
_________________________________
_________________________________
_________________________________
Local Unit 3
Local Unit 2
Local Unit 1
T1V1
T1V1
T1V1
_________________________________
Local Systems Requirements finalized in Local Implementation Projects
SAP AG 2007, 61
Global Roll-Out Process in Detail (cont.)
_________________________________
Enterprise Requirements
_________________________________
5 Create new
T1V2
T1V1
template
version
T2 T3
6 Roll out new
Global template(s) become

Reference System
template version
4 Roll in
Implement
7
new version
template
requirements
T2
T1V2
T1V1
T1V2
T1V1
Local Unit 1
Local Unit 2
T2
T1V2
T1V1
Local Unit 3
Local Systems Requirements adapted in Local Implementation Projects
SAP AG 2007, 62
_________________________________
_________________________________
_________________________________
_________________________________
T3
T3
_________________________________
_________________________________
_________________________________
_________________________________
Compare Differences Between Template Versions
_________________________________
New template
Template in current project
_________________________________
Selected Business Scenarios
Selected Business Scenarios
_________________________________
Internet Sales: B2C
Internet Sales: B2C
Business Processes
Business Processes
Business-to-Consumer
Business-to-Consumer
Compare
Compare
Register in Web Shop

Select Product
Update Shopping Basket
Process Order
_________________________________
Select Product
_________________________________
Update Shopping Basket

Order Processing
Compare and
adjust functionality
provides the
solution!!!
Create Order
_________________________________
Register in Web Shop
Adjust
Adjust
Order Processing
_________________________________
Create Order
_________________________________
_________________________________
Process Order
_________________________________
SAP AG 2007, 63
Specialized Support for Upgrade Projects
_________________________________
Upgrade
Upgrade Roadmap
Roadmap
Project
Preparation
Upgrade
Blueprint
Define
Define upgrade
upgrade
project
project
Define
Define exist/to-be
exist/to-be
core
core processes
processes
Analyze
Analyze as-is
as-is
IT
IT landscape
landscape
Verify
Verify existing
existing
testing
testing material
material
System
System
Landscape
Landscape
Reporting
Reporting
Identify
Identifyrelease
release
process
processand
and
function
function deltas
deltas
Upgrade
Realization
Final
Preparation
for Cutover
Production
Cutover and
Support
Configure
Configure new
new
processes
processes
Test
Test processes
processes
Delta
Delta training
training
Solution
Solution
Upgrade
Upgrade
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Common
Common upgrade
upgrade
IMGs,
IMGs,Identify
Identify
upgrade-relevant
upgrade-relevant
config.
config.settings
settings
_________________________________
_________________________________
Plan
Plan and
and execute
execute
tests
tests
Create/use
Create/useeLearning
eLearning material/
material/
Learning
Learning Maps
Maps
SAP Solution Manager Supporting upgrade features
_________________________________
_________________________________
Issue
Issue Tracking/Monitoring/Reporting
Tracking/Monitoring/Reporting
SAP AG 2007, 64
SAP Upgrade Roadmap
_________________________________
One-step access to essential SAP upgrade knowledge
The navigation structure
consists of:
Phases
Work packages
_________________________________
_________________________________
_________________________________
_________________________________
Deliverables
Methods
_________________________________
Aligned to the
structure are:
_________________________________
Milestones
_________________________________
Upgrade services
_________________________________
_________________________________
SAP AG 2007, 65
Other Supporting Components: Business Configuration Sets
_________________________________
Definition
BC Set
Business Configuration (BC) Sets are packages that

contain configuration settings snapshots. BC Sets can
use attributes for re-use of the configuration
multiple times.
IMG Activities
Customizing Settings
Attributes
Usage
BC Sets are used to take settings from one system into
another system while controlling the settings that get
transferred. They can be used as a configuration
documentation tool for validation purposes
Target Group
SAP customers, partners, and consultants
Benefits
_________________________________
_________________________________
_________________________________
_________________________________
Availability
Powered by Solution
Manager
_________________________________
BC Sets have been available since Basis release 4.0A;

The full functionality described here has been available
since release 4.6C
You can ship customizing settings from your company's headquarters to subsidiaries
You can combine all customizing settings for a specific function
You can document your configuration settings in BC Sets and use them for validation purposes
You can deliver pre-configured solutions in easy-to-use packages
More info
_________________________________
_________________________________
_________________________________
_________________________________
http://service.sap.com/bcsets (requires login credentials to the SAP Service Marketplace)

SAP AG 2007, 66
Other Supporting Components: 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
system
Predefined
list of
synchronizing
objects
Customizing data
Customizing
Distribution
R/3
DEV
Transport
CRM
DEV
Transport
APO
DEV
Transport
R/3
QAS
CRM
QAS
Transport
R/3
PRD
Transport
CRM
PRD
APO
QAS
Transport
APO
PRD
...
QAS
Transport
_________________________________
_________________________________
_________________________________
...
DEV
Transport
...
PRD
_________________________________
_________________________________
SAP AG 2007, 67
Other Supporting Components: eLearning Management
_________________________________
Update Existing
Materials
Create
Learning
Units
_________________________________
_________________________________
_________________________________
_________________________________
Re-use
Content
5
2
Edit
Learning
Content
_________________________________
_________________________________
_________________________________
4
Deploy Learning
Content to Users
SAP AG 2007, 68
_________________________________
3
Collect, Categorize, and
Store Content
_________________________________
Summary Implementation, Rollout, and Upgrade

Functionality
SAP Solution Manager capabilities
_________________________________
Benefit
Process based End-to-End testing and central

test planning, execution, and monitoring
Reduction in effort required for testing,

replace third-party tools for testing
Management of customizing across

components and regions
Ensure consistency of customizing
_________________________________
Low Benefit
High Benefit
Low Benefit
High Benefit
_________________________________
_________________________________
_________________________________
No need of individual design

Use preconfigured implementation content
Reduction of implementation effort
Optimize project preparation and administration

with a proven implementation methodology
Reduce project administration costs
Use available documentation content for your

project documentation
Reduce effort for project

documentation
Management and distribution of eLearning

material
Reduction of training costs and

increase of training effectiveness
Low Benefit
High Benefit
Low Benefit
High Benefit
_________________________________
_________________________________
_________________________________
Low Benefit
High Benefit
Low Benefit
High Benefit
_________________________________
_________________________________
SAP AG 2007, 69
Summary Implementation, Rollout, and Upgrade Benefits
_________________________________
SAP Solution Manager potential
100
80
Use optimized implementation tools and methods
_________________________________
Ensure smooth and secure go-live

Create and leverage integrated test scenarios
20
0
_________________________________
Benefit areas:
2
60
40
Benefits and Effort
Reduce test and training effort

Use integrated, comprehensive (project) documentation
Implement a solution based on SAP best practices and according

to SAP implementation methods
5
AS-IS Situation (average customer)
SAP Solution Manager Implementation Benefits
1
Implementation and IT Project support
Change Management
Continuity Management
Quality Management
Operations costs
IT Governance
Diagnosis and Continuous Improvement
Incident and Problem Management

= no impact
Introduction to SAP Project Preparation,

Business Blueprint, Realization,
Test management, eLearning, and go-live
(on-site workshop)
_________________________________
_________________________________
Effort required:
SAP Solution Manager installation
_________________________________
3-7 days
10-30 days**
Introduction to template projects
10-20 days**
Introduction to upgrade usage
7-10 days**
_________________________________
_________________________________
_________________________________
_________________________________
= high impact
SAP AG 2007, 70
What Well Cover
_________________________________
_________________________________
_________________________________
Service Desk
_________________________________
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 71
_________________________________
Implementation of
SAP Solutions
Solution Monitoring

Global roll outs
Test management
System monitoring
EarlyWatch Alert
_________________________________
_________________________________
_________________________________
_________________________________
Upgrade of
SAP Solutions
Test management
CORE
Service Desk
BUSINESS
Best practices
for messaging
Solution Manager
Diagnostics
PROCESSES
_________________________________
_________________________________
_________________________________
_________________________________
Change Request
Management
Delivery of
SAP Services

_________________________________
SAP Safeguarding
SAP AG 2007, 72
Requirements for Efficient IT Operations
_________________________________
Customer situation
Operations requirements
Customers help desk is often

decoupled from SAP Systems and
ticket processing times are not
acceptable
Insufficient problem analysis
and fixing
SLA agreements are not monitored
System information is distributed
across different tools and databases
Systems are not monitored
proactively
_________________________________
Support cost effective central

system administration
_________________________________
Provide detailed SLA reporting
Poor handling of change requests

Application
Management
_________________________________
Provide an integrated service desk

and implement best practices for
ticket solving
Provide all relevant system

information automatically
_________________________________
Enable proactive system monitoring

and ensure greater system stability
_________________________________
Use SAP EarlyWatch Alerts and

Diagnostics to analyze your
systems
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 73
SAP Solution Manager Operations Objectives
_________________________________
Standardize support processes with best practices
Optimize access to SAPs worldwide network of experts
Monitor and analyze systems and mission-critical processes
continuously
_________________________________
_________________________________
_________________________________
Ensure compliance
_________________________________
Provide up-to-date transparency of the SAP solutions and partner

products within the solution hierarchy
_________________________________
_________________________________
_________________________________
Application
Management
_________________________________
_________________________________
SAP AG 2007, 74
SAP Standards for End-to-End Diagnostics
_________________________________
1
Incident Management
Remote Support
Solution Monitoring
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 75
_________________________________
End-to-End root cause analysis consists of roadmaps and tools to
work out a corrective action, and a final solution for any incident:
_________________________________
Used by all SAP ecosystems: Customer, partner, ISV, and SAP
_________________________________
Covers all SAP products and is open for fast integration of any ISV
product
_________________________________
One standard tool for each diagnostics task
_________________________________
_________________________________
Root Cause Analysis = Problem Resolution

At least provides a workaround!
Root Cause Analysis Notes Search and Forward to Development
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 76
End-to-End Workload Analysis: ABAP vs. Java
_________________________________
Workload Analysis
Area
ABAP
Solution-wide workload
analysis
Java
_________________________________
End-to-End workload analysis
_________________________________
System-wide
performance statistics
ST03, STAD
Wily Introscope
Operating system
analysis
ST06
Wily Introscope
Database analysis
ST04
ST04
Current application
activity
SM50, SM66 (work

process overview)
Thread dump analysis
Memory usage
ST02
Java memory analysis
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 77
End-to-End Workload Analysis: Example
_________________________________
End-to-End Workload Analysis example with an Employee
Self-Service (ESS) scenario
Several employees of a company have complained about high
system response times during the usage of ESS scenarios over the
last few days
The company support organization is informed about the problems,
and is starting root cause analysis using SAP Solution Manager
To begin the analysis of the problem, the End-to-End workload
analysis application will be used to locate the root cause
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Browser
WAN
Network
Presentation
Logic
Application
Logic
Database
_________________________________
_________________________________
ECC
Enterprise
Portal
_________________________________
SAP AG 2007, 78
Fact Sheet: End-to-End Workload Analysis
_________________________________
Use Case
_________________________________
Get workload information of your

complete solution
Analyze overall performance bottlenecks
_________________________________
Provides
_________________________________
Key performance indicators for different components
_________________________________
Best Practice for Investigation/Rules of Thumb

Check the workload overview for bad response times
Choose the Portfolio view and search for bubbles with high
average response time and high values of accumulated times. They
indicate performance bottlenecks (high workload in conjunction
with high average response time).
Check the component-specific KPIs for deviation from
average values
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 79
End-to-End Workload Analysis: Start
_________________________________
Select time frame
_________________________________
_________________________________
Component-specific
workload metrics
_________________________________
_________________________________
_________________________________
_________________________________
Select diagram type
Workload metrics
overview
_________________________________
_________________________________
_________________________________
SAP AG 2007, 80
End-to-End Workload Analysis: Example (SAP ECC)

Checks to detect general performance problem on an SAP ECC system
_________________________________
_________________________________
_________________________________
Depends on
customer requirements
(no general rule)
Average CPU
time < 40% of
response time
(wait time)
Average DB
time < 40% of
response time
(wait time)
Wait time
< 10% of
response
time
Average roll
wait time
< 200 ms
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 81
End-to-End Workload Analysis: Example (EP)
_________________________________
Checks to detect general performance problems on an
SAP NetWeaver Portal system
_________________________________
_________________________________
_________________________________
Check for high average

response times in correlation
to high number of executions
per second
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 82
Incident Management
_________________________________
Incident management is a standard process to:
Describe, categorize, and prioritize an incident
_________________________________
Collect context data about the incident
_________________________________
Clarify the incident and search for an existing solution, both in the
customer solution database and the SAP Notes database
_________________________________
Determine the root cause and, if necessary, forward the incident to

an independent service vendor or to SAP
_________________________________
Define and implement the actions required to eliminate the

root cause
_________________________________
Validate that the corrective action will prevent recurrence of

the incident
_________________________________
Make the status of the incident transparent to all parties
_________________________________
_________________________________
_________________________________
SAP AG 2007, 83
Incidents, Problems, and Change Requests

ITIL
Any event that is not part of the standard operation

of a system that causes, or may cause, an interruption
to, or a reduction in, the quality of service.
Incident
Service Desk/Incident
Management
Goal: Restore service operation as quickly as

possible, with minimal disruption to end users
_________________________________
_________________________________
_________________________________
_________________________________
One or more incidents with unknown reason

Goal: Reduce the number and severity of incidents,
and provide documentation for first- and
second-level support
Problem
Problem
Management
Reason is known: Workaround or solution is available.

Change is necessary, so request for change will
be prepared.
Known Error
Problem Management
_________________________________
_________________________________
_________________________________
_________________________________
Request the change
Change Request
_________________________________
_________________________________
Change Management
SAP AG 2007, 84
Incident Management in SAP Solution Manager: Service Desk
_________________________________
End User
Creates Message
Searches for
Solution
Solution
Support
SAP Service
Marketplace
_________________________________
_________________________________
Finds
Solution
Provides Solution
SAP system
SAP
Solution Manager
_________________________________
or
SAP Notes database

Service products
Best practices DB
SAP Support
Customer's
solution
database
_________________________________
_________________________________
Forwards Message
_________________________________
_________________________________
_________________________________
Provides Solution
Provides Solution
Customer
SAP
_________________________________
SAP AG 2007, 85
Remote Support
_________________________________
Central
Gateway to customer solution landscape
_________________________________
Remote
Today, 98% of installed SAP solutions have a line connection to SAP. Every SAP
developer can log on from his or her desktop to any live customer installation to
perform root cause analysis.
Safe
Customer-enforced change control: The SAP standard authorization profile does
not allow changes
_________________________________
_________________________________
_________________________________
_________________________________
SAP Support
Safe
access
through
SAP
router
SAP Customer
Solution
Manager
Diagnostics
Change
Control
OS monitor Landscape
DB monitor
Config files
SAP
Log files
agent
Java dumps
Java stats
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 86
Maintain Service Connection
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 87
Solution Monitoring
_________________________________
Business Process and Interface Monitoring and System Monitoring
Detect performance problems or errors before they affect business
continuity
Trigger alerts based on a central alert definition (thresholds)
Provide notification to IT personnel responsible for a critical system situation
Display and process alerts

Service levels
Capacity trends
Solution quality
_________________________________
_________________________________
_________________________________
Provide transparency on IT operations excellence
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 88
End-to-End Root Cause Analysis Is Triggered by Solution

Monitoring or Incident Management
End-to-End Diagnostics
_________________________________
Solution Monitoring
Business Process Operations
BP and Interface Monitoring
_________________________________
_________________________________
SAP Technology Operations
System Monitoring
End User
Incident Management
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Process alerts before they

affect business
Restore service operation

as quickly as possible
_________________________________
_________________________________
SAP AG 2007, 89
End-to-End Diagnostics: Organizational View
_________________________________
Customers Business Unit
Global Business Process
Champion
Regional Business Process
Champion
_________________________________
End User
Incident
Management
PMO
(Program Office)
_________________________________
_________________________________
_________________________________
Customers IT
_________________________________
Application Management
End-to-End Root Cause Analysis, Remote Support
Custom
Development
Business Process Operations

BP and Interface Monitoring
_________________________________
_________________________________
SAP Technology Operations

System Monitoring
_________________________________
IT Infrastructure
SAP standards
available
SAP standards in operations reduce total cost of operations

and enable mission-critical support
Defined SAP
interfaces
_________________________________
SAP AG 2007, 90
Contents of Integration and Automation Management:

Business Process and Interface Monitoring
Business Process and Interface Monitoring is the proactive and
process-oriented monitoring of the most important or critical business
processes of a company
It includes the observation of all technical and business applicationspecific functions that are required for a smooth and reliable flow of
the business processes
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 91
SAP Solution Manager as Tool for Business Process

Documentation
_________________________________
Graphical Documentation of Business Process
Integration to Process description from Implementation project
_________________________________
Documentation of:
_________________________________
Technical details for business process steps and interfaces (reports,

transactions)
Fallback Scenario
Business Process Champion
Business Requirements
Interface to ARIS Toolset
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 92
SAP Solution Manager as Tool for Business Process

Integration and Automation Management
_________________________________
SAP Solution Manager as support platform provides best practices/concepts, tools,

and services for integration and automation management
Business Integration and
Automation Management
_________________________________
_________________________________
SAP Certified
Extensions =
Integration Packages
Performance
Business Process
Powered by SAP Solution Manager
Wily, Mercury,
Microsoft
Management
Non-SAP Diagnostics
Performance analysis
and tuning for business
processes, support
volume tests
Operations concepts
for business process
and interface
alert monitoring
Data Volume
Management
Control and avoid data
growth, data archiving
Interface/Adapter
Integration
Management
Integrate third-party
tools to extend
functions of SAP
Solution Manager
Data consistency checks/

procedures, concepts for
master data distribution
and initial data load
IDS Scheer,
HP,BMC
and Interface
Monitoring
Monitoring tools for

non-sap components
_________________________________
_________________________________
_________________________________
Automation
Management
_________________________________
Redwood
Concepts for process

automation, Job
scheduling concepts
Job scheduling for

SAP/Non-SAP
components
_________________________________
_________________________________
_________________________________
SAP AG 2007, 93
Business Process Sample Critical Situations
_________________________________
CRM C00
CIC employees
experience bad
response times
Create Sales
Order
MRP run takes

longer than given
time window
SAP ECC TT5
SAP
ENTERPRISE
PORTAL EPP
Create Sales
Order
Create Sales
Order
Check
Availability
Inconsistencies between material

stock in ERP and material stock
in the warehouse
Create
Outbound
Delivery
No archiving of object
SD_VBRK lead to runtimes
exceeding given KPIs
_________________________________
_________________________________
Manufacturing
Process
Create Billing
Document
_________________________________
Failed interface
communication
Run MRP
Procurement
Process
_________________________________
Post Goods
Issue
Warehouse TT5
Create
Outbound
Delivery
Create Picking
Transfer Order
Post Goods
Issue
Confirm Picking
Transfer Order
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Goods issue
posting fails again
and again
SAP AG 2007, 94
Business Process Monitoring: Scope

Business Process Monitoring includes the solution-wide
observation of:
Program scheduling management
_________________________________
_________________________________
Key Performance Indicators (KPIs) (performance, throughput)
_________________________________
Business application logs (e.g., application log, due list log, etc.)
_________________________________
Business process completion

Data transfer via interfaces between software components
_________________________________
Technical infrastructure and components that are required

to run the business processes
_________________________________
Required periodic monitoring tasks
_________________________________
Business Process Monitoring is not only a tool, it also comprises:

Detailed procedures for error handling and problem resolution
_________________________________
Precise definition of contact persons and escalation paths
_________________________________
Tight integration into the customers solution support organization
_________________________________
SAP AG 2007, 95
System Monitoring View
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Drill into Performance Data
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 96
SAP EarlyWatch Alert (EWA)
_________________________________
What is SAP EarlyWatch Alert?
Important system data is transmitted from your SAP system to SAP

Solution Manager at regular intervals via a remote connection
SAP Solution Manager analyzes this data and provides a clear overview of
the results in a report that can be downloaded from or distributed by
If you display the EarlyWatch Alert (EWA) in SAP Solution Manager, you
benefit from:
Access to detailed download data on which EWA Reports
are founded
Higher availability of graphics (only selection available on the SAP
Service Marketplace)
Concise, central administration and archiving of EWAs possible
Summary, customizing of EWAs, and tracking of tasks via
Service Level (SL) Reporting
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 97
EarlyWatch Alerts Visible in the Landscape: Overview
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 98
Problem Identified via EarlyWatch Alert and System

Monitoring
_________________________________
An alert occurs in a project due to the response time of the portal, which is much too high
_________________________________
Real-time
performance alert
visible in system
monitoring
_________________________________
_________________________________
_________________________________
Check relevance of
the alert at Open
Alerts (= alert history)
Click here for

problem analysis
check, EWA report,
or the even more
detailed download
data
_________________________________
_________________________________
_________________________________
_________________________________
Red-rated
EarlyWatch Alert
for your portal
_________________________________
SAP AG 2007, 99
Service Level Management: Monitoring Functions
_________________________________
Systems
_________________________________
Availability
Performance
_________________________________
Hardware capacity
Configuration parameter changes
_________________________________
Errors
_________________________________
Database space management
_________________________________
Applications
Response time by business process steps
Performance for dedicated transactions
Update errors for dedicated transactions
Software changes
Background job monitoring
_________________________________
_________________________________
_________________________________
Interfaces
_________________________________
Interface errors
SAP AG 2007, 100
Central System Administration Graphical View
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Tasks to be performed
_________________________________
_________________________________
_________________________________
SAP AG 2007, 101
View All Defined and Scheduled Tasks by System
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 102
Navigate to Satellite Systems to Perform Tasks
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 103
Solution Manager Diagnostics for SAP NetWeaver
_________________________________
SAP respects the different roles required to run an SAP solution!
SAP SUPPORT
SAP
SAP CUSTOMER
CUSTOMER
Second-Level Support/Expert Support
safe
no
access
SAP AG 2007, 104
_________________________________
_________________________________
Resolves alerts and incidents

in the productive landscape
_________________________________
Target group:
Customer Competence Centers, Partners, or SAP
_________________________________
_________________________________
Solution Manager
Diagnostics
SAP NetWeaver
Administration Tools
Operator/Administrator
SAP System
Solution Landscape
_________________________________
_________________________________
Day-to-day operations
_________________________________
Target group:
Outsourcer or Customer Operators
_________________________________
SAP Solution Manager 4.0 Architecture and Functions
_________________________________
SAP Solution Manager 4.0
J2EE Stack
ABAP Stack
Remote DB Monitoring
Command Consoles (OS, File System,

SQL, J2EE)
Remote OS Monitoring
File System Browser
_________________________________
_________________________________
_________________________________
Alert Monitoring
_________________________________
Analysis (Thread Dump, HTTP)

Log Display
SAP Monitoring Infrastructure
Portal Activity Reporting

Software Change Reporting
_________________________________
Configuration and File Reporting,

Comparisons
Wily Introscope
Enterprise
Manager
Mercury
Load
Generator
_________________________________
_________________________________
Third-Party Tools
_________________________________
_________________________________
SAP AG 2007, 105
Wily Introscope
_________________________________
What is WilyTech Introscope?
Introscope is a performance management solution that enables you to

monitor complex Web applications in production environments 24x7
(www.wilytech.com).
SAP Solution Manager 4.0 includes a license of CAs

WilyTech Introscope for SAP-delivered instrumentation
and dashboards
_________________________________
_________________________________
_________________________________
To be licensed at Wily:
Customers own dashboards
Customers own instrumentation
Wily-delivered dashboards and instrumentation (Powerpacks)
_________________________________
Why WilyTech Introscope?
_________________________________
SAP Solution Manager relies on Introscope to do root-cause analysis

of performance problems and permanent monitoring for non-ABAP
applications
Provides dynamic instrumentation of code BCI (Byte-Code
Instrumentation) technology
Open for support of non-SAP applications
Strong commitment by CA Wily and SAP for intensive
technology partnership
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 106
Solution Manager Diagnostics View

Landscape
Navigation
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Detailed
Navigation
_________________________________
_________________________________
SAP AG 2007, 107
Solution Manager Diagnostics Integrated into the Service

Desk Scenario
Report
Incident
End User
Solution
Support
Search for
Solution
SAP Service
Marketplace
_________________________________
_________________________________
_________________________________
Service Desk
Find
Solution
SAP System
Perform Root Cause

Analysis
_________________________________
SAP Note Database
Service Products
Best Practices
Forward Problem
Solution
Manager
Diagnostics
SAP Support
Customers
Solution
Database
_________________________________
_________________________________
_________________________________
Perform Root Cause

Analysis
Provide Solution
_________________________________
_________________________________
Provide Solution
Customer
SAP
_________________________________
SAP AG 2007, 108
What Well Cover
_________________________________
_________________________________
_________________________________
_________________________________
Service Desk
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 109
_________________________________
Implementation of
SAP Solutions
Solution Monitoring

Global rollouts
Test management
System monitoring
EarlyWatch Alert
_________________________________
_________________________________
_________________________________
_________________________________
Upgrade of
SAP Solutions
Test management
Change Request
Management
SAP AG 2007, 110
CORE
BUSINESS
PROCESSES
Service Desk
Best practices
for messaging
Solution Manager
Diagnostics
Delivery of
SAP Services
SAP Safeguarding
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
The SAP Solution Manager Service Desk
_________________________________
Full-feature message application!
_________________________________
Directly integrated with SAP Active

Global Support
_________________________________
End users can create messages from within

any SAP system or from a browser
_________________________________
All SAP system data and context is

collected automatically!
_________________________________
Internal billing and controlling possible
_________________________________
Advanced reporting
_________________________________
Customer Solution Database

IC WebClient capable as of Q3 2006
_________________________________
Third-party integration
_________________________________
_________________________________
SAP AG 2007, 111
End-to-End Incident Management
_________________________________
Report
Incident
End User
Solution
Support
Searches for
Solution
Provides Solution
Finds
Solution
SAP Service
Marketplace
_________________________________
_________________________________
_________________________________
SAP System
Service Desk
or
Forwards
Problem
Customer's
Solution
Database
Provides Solution
_________________________________
SAP Note Database
Service Products
Best Practices
SAP Support
_________________________________
_________________________________
_________________________________
Provides Solution
Customer
_________________________________
_________________________________
SAP
SAP AG 2007, 112
New User Interface Interaction Center Web Client
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Business Partners involved
Actions
available
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 113
You Record a New Issue in Issue Management
_________________________________
As this can have different reasons, an Issue is created in SAP Solution Manager to
document the situation
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
This documents incidents in

the form of an Issue
_________________________________
_________________________________
_________________________________
SAP AG 2007, 114
Context Information Is Added, If Needed
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Additional context information
is added via a connection to the
system and Business Process
in question
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 115
A Support Message Is Created, Requesting SAP Assistance
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Creation of a
message out of
the issue
_________________________________
_________________________________
_________________________________
List of subsequent
messages
_________________________________
_________________________________
SAP AG 2007, 116
You Collaborate with SAP via the Service Desk Portal

Imagine that, for example, one of the big reasons why the portal is slow is that we need a new
browser version and adjustments to a few browser settings.
It is reported in a Service Desk message as an incident. The incident can be processed
collaboratively using the Service Desk in a Support Portal.
_________________________________
_________________________________
_________________________________
Message overview
SAP attributes
SAP context
Document flow
Message Text
SAP Notes
Solution Database
(search with solution context)
Attachments
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Business
partners involved
_________________________________
Possible
actions
_________________________________
SAP AG 2007, 117
The Solution Is Determined

In this case, SAP has determined that the bad performance is being caused by the
browser, as well as by the network. SAP recommends that the customer:
Update the browser and/or hardware (purchase of additional CPU)
Expand network bandwidth (causes timeouts) and lower HTTP redirects (fewer routers)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Assignment of Change
Requests to Issues
_________________________________
_________________________________
SAP AG 2007, 118
Tasks Track Open and Completed To-Dos

Tasks track open and completed to-dos associated with the Issue
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Tasks are created out of

issues, and their workflow
is documented
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 119
Management Can See the Status of Issues at All Times

An issue is the connection to documentation and processing of problems. Therefore, all
actions (messages, experts, services, change requests, tasks) are continuously
connected, and are traceable.
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Quick status overview

Assignment to messages, experts, services, tasks
Central and up-to-date documentation
Issue reporting
_________________________________
_________________________________
SAP AG 2007, 120
Issue and Top Issue List
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 121
Data Sources of Context Data

The context data you can send to SAP has data sources in different SAP Solution
Manager tools.
Tight integration between the tools makes it possible to maintain information only once,
but reuse, select, or summarize it in the toolset as needed.
_________________________________
_________________________________
_________________________________
Integration Example: Issue Management

Information: Project
Maintenance: Project Administration
Transaction: Solar_Admin
Information: Scenarios, Business Processes

Maintenance: Blueprint, Configuration,
Solution Directory
Transactions: Solar01; Solar02;
Solman_directory
Information: Solution, Systems

Maintenance: System Maintenance
Transaction: SMSY
Information: Messages
Maintenance: Service Desk
Transaction: crm_dno_monitor
Information: Services
Maintenance: Service Plan
Transaction: Solution_Manager
Information: Change Requests

Maintenance: Change Request Management
Transaction: crm_dno_monitor
SAP AG 2007, 122
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Technical Integration for Third-Party Help Desks
_________________________________
Bi-directional interface for exchange of problem messages
Open interface, independent of existing third-party help desk applications
_________________________________
Based on Web services
_________________________________
Aligned with existing standards for message exchange (e.g., SOAP)
SAP
Customer
SAP Support
SOAP/HTTP
External
Help Desk
_________________________________
Message
_________________________________
Web Services
Message
RFC
Web Services
Message
_________________________________
Solution Manager
Service Desk
_________________________________
_________________________________
RFC
_________________________________
_________________________________
SAP Application
SAP AG 2007, 123
What Well Cover
_________________________________
_________________________________
_________________________________
_________________________________
Service Desk
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 124
Requirements for IT Optimization

Ensure Proactive Problem Solving And Constant Optimization
_________________________________
_________________________________
Customer situation
Optimization requirements
_________________________________
Missing transparency on real IT

cost drivers
Provide transparency on real IT

costs
_________________________________
Mergers and acquisitions are

constantly placing new demands
on IT solutions
Provide all necessary IT

information to integrate new
acquisitions as fast as possible
_________________________________
Reactive problem solving is

standard practice
Enable proactive optimization and

root cause analysis
_________________________________
Diagnose problems and trigger

their remediation
_________________________________
Optimize IT Governance through

best practices change request
management processes
_________________________________
Root cause of problems is often

not analyzed
Insufficient audit trail for changes
Application
Management
_________________________________
_________________________________
SAP AG 2007, 125
SAP Solution Manager Optimization Objectives
_________________________________
Ensure permanent and customer-specific access to SAPs
service offerings
_________________________________
Diagnose problems and trigger their remediation
_________________________________
Manage software changes transparently
_________________________________
Optimize IT Governance through best practices change request

management processes
_________________________________
_________________________________
_________________________________
Application
Management
_________________________________
_________________________________
_________________________________
SAP AG 2007, 126
_________________________________
An effective application management is key for
companies to stay ahead of competition
SAPs scope of application management includes all
types of application changes
Emergency corrections
_________________________________
_________________________________
_________________________________
_________________________________
Periodic maintenance
Business process changes, implementation, and upgrade projects
Change Request Management strengthens the strategy

of SAP Solution Manager as SAPs application
management platform which
_________________________________
_________________________________
_________________________________
Ensures reliability
Reduces Total Cost of Ownership and increases Total
Solution Value
Bridges the gap between business requirements and
_________________________________
_________________________________
IT administration
SAP AG 2007, 127
Change Request Management Overview
_________________________________
_________________________________
Change Admin
Project Management
Management of all
change requests
Project planning
and budgeting
Change request
categorization
Project
documentation
Change
documentation
Customizing and
Development
(Specifications)
Approval workflow
Complete change
history
SAP AG 2007, 128
Customizing and
Development
(Realization)
Test execution
Transport
scheduling
Transport tracking
Test management
Status reporting
Change Logistics
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Technical Structure of Change Request Management
_________________________________
cProject
_________________________________
SAP Solution Manager Project (Maintenance Project)
_________________________________
Maintenance Cycle (MC)

Development
(w/o or w/ Release)
Emergency
Correction
Test
Harmonization
Harmonization
_________________________________
Go-Live
_________________________________
Harmonization
_________________________________
Normal
Corrections
_________________________________
Test
Messages
(During Integration Test)
_________________________________
_________________________________
Urgent
Corrections
(Independent of Maintenance Cycle)
_________________________________
SAP AG 2007, 129
Controlling Changes with Change Request Management

Hardware and software changes are controlled and monitored using
Change Request Management documents
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Automatic assignment of
transports to change requests
SAP AG 2007, 130
Implementation of the Solution Is Scheduled and Tracked

Hardware and software changes are controlled and monitored using the
Change Request Management Task list
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Central navigation to and

monitoring of the relevant systems
and functionality
An Administration message can be created
during all phases of a project, and allows
logon to any system that is part of the project
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 131
Better Handling of Customer Support Processes
_________________________________
Planning of maintenance
Display current level and

recommended level
HotNews
_________________________________
Support Packages and Stacks

Approve and download
Administration
_________________________________
Provide transparency
_________________________________
_________________________________
Import
_________________________________
_________________________________
Test
_________________________________
_________________________________
Release to production
_________________________________
SAP AG 2007, 132
Example: HotNews Inbox
_________________________________
Select HotNews
_________________________________
_________________________________
_________________________________
_________________________________
Display relevant HotNews for system Q4L
Select HotNews and perform classification:

Create Change Request
Postpone
Not relevant
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 133
Support Packages
_________________________________
_________________________________
Current Stack Information from SMSY
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Comparison of support package level in source system vs. target system
SAP AG 2007, 134
_________________________________
Create Change Request to Implement Support Packages
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 135
SAP Solution Manager Maintenance Optimizer
_________________________________
As of 4/2/2007, all corrective software packages for SAP
NetWeaver 7.0 and beyond will ONLY be available via SAP
Solution Managers Maintenance Optimizer
AFFECTED SAP SOFTWARE PACKAGES
_________________________________
Mandatory for SAP Business Suite 2005 and beyond

Can be used for all SAP applications
SAP SOLUTION MANAGER RELEASES THAT ARE NEEDED

SAP downgrades a restricted version of the Maintenance Optimizer also to
TIMELINE
4/2/2007
_________________________________
_________________________________
Support Packages (Stacks)

Legal changes
SAP SOLUTIONS AND RELEASES FOR WHICH THIS CHANGE IS VALID
_________________________________
Maintenance Optimizer becomes only source for

corrective software packages
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 136
Maintenance Planning
_________________________________
Complete Maintenance process
_________________________________
Transparency
Planning of maintenance and execution
Notes, HotNews
Support Package Stacks
Example: Support Package Stacks

Process
Process for
for Support
Support Package
Package
Stacks
Stacks
_________________________________
_________________________________
_________________________________
Display
Display current
current SP
SP Level
Level and
and recommended
recommended SP
SP Stack
Stack
_________________________________
Approve
Approve and
and download
download SP
SP Stacks
Stacks
_________________________________
Import
Import SP
SP Stacks
Stacks
_________________________________
Perform
Perform tests
tests
_________________________________
Release
Release to
to production
production
_________________________________
SAP AG 2007, 137
Different Levels of Control
_________________________________
_________________________________
_________________________________
Better
Control
Improved
Documentation
_________________________________
_________________________________
Enhanced Change and Transport System (CTS+)
_________________________________
SAP System ABAP Stack

Improved
Documentation
_________________________________
Better
Control
Java
ABAP
_________________________________
.Net
_________________________________
_________________________________
SAP AG 2007, 138
Manage Heterogeneous Development Environments
_________________________________
Change and Transport System
ABAP
ABAP
Workbench
Workbench
SE80
SE80
Developer
Developer
Studio
Studio
and
and
NWDI
NWDI
Transport
Quality
Landscape
.sca
Transport
Production
Landscape
_________________________________
_________________________________
.tpz
Deploy
ch
ec
ki
n
Exchange
Exchange
Infrastructure
Infrastructure
Integration
Integration
Builder
Builder
Development
Landscape
_________________________________
Quality
Quality
Component
Component 11
Production
Production
Component
Component 11
.
.
.
.
.
.
Quality
Quality
Component
Component nn
Production
Production
Component
Component nn
.epa
Enterprise
Enterprise
Portal
Portal
Content
Content
Administrator
Administrator
Deploy
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
(open
(open Interface
Interface for
for
non-ABAP
non-ABAP objects)
objects)
SAP AG 2007, 139
One-Transport Order to Enhance the Change and Transport

System
_________________________________
ABAP change
Java change
One-Transport Order
ABAP change
_________________________________
Java change
_________________________________
_________________________________
ABAP
Transport
Controller
Virtual QAS
Virtual PRD
Java DEV
Java QAS
Java PRD
Non-ABAP
Non-ABAP
Non-ABAP
SAP NetWeaver Application Server CTS+

Legend
logical transport route of non-ABAP objects
physical transport route of non-ABAP objects
check-in/check-out of non-ABAP objects
transport route of ABAP objects
SAP AG 2007, 140
_________________________________
Transport of:
SAP ABAP transport objects
_________________________________
SAP NetWeaver Portal

objects
_________________________________
SAP NetWeaver Development

Infrastructure objects
_________________________________
Objects from SAP

NetWeaver XI
_________________________________
Interface for non-SAP

applications
_________________________________
Web UI New with SPS12
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 141
Change Request Management in a Mixed ABAP/Java

Landscape
Development Landscape
QA
Landscape
Production
Landscape
System
Development
Environment
System
System
Transport
Landscape
ERP
SE80
DS and DI
SAP ERP
SAP ERP
SAP ERP
Transport
Landscape
CRM
SE80
DS and DI
SAP CRM
SAP CRM
SAP CRM
Transport
Landscape
EP
Portal Content
Administrator
DS and DI
Enterprise
Portal
Enterprise
Portal
Enterprise
Portal
Transport
Landscape
BI
SE80
BI
BI
BI
Transport
Landscape
PI
SE80
Integration
Builder
Process
Integration
(XI)
Process
Integration
(XI)
Process
Integration
(XI)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Change Request
Management
_________________________________

SAP AG 2007, 142
What Well Cover
_________________________________
_________________________________
_________________________________
Service Desk
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 143
_________________________________
Implementation of
SAP Solutions
Solution Monitoring

Global rollouts
Test management
System monitoring
EarlyWatch Alert
_________________________________
_________________________________
_________________________________
_________________________________
Upgrade of
SAP Solutions
Test management
CORE
BUSINESS
PROCESSES
Change Request
Management
Service Desk
Best practices
for messaging
Solution Manager
Diagnostics
Delivery of
SAP Services
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP Safeguarding
SAP AG 2007, 144
New Solution Reporting Tab in Solution Manager 4.0
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
New reporting functionality:
Service Reporting
Central System Administration Reporting
Availability Reporting
Service Desk Reporting
Change Request Management Reporting
Issue and Top Issue Reporting
New tab for all

solution reporting
functionality, except
for EarlyWatch
and Service Level
Reporting
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 145
New Solution Reporting Tab in Solution Manager 4.0 (cont.)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
EarlyWatch and Service
Level Reporting are still
under the Solution
Monitoring tab, however
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 146
EWA Reporting in SAP Business Intelligence (BI)
_________________________________
Benefits
Enables customers with specific reporting needs or interest in history
and detailed analysis, to build their own reporting in BI
E.g.,
more than one system, several KPIs, and several time intervals
_________________________________
_________________________________
Availability of detailed information about system parameters and

application parameters
_________________________________
SAP EarlyWatch Alert data provides a large data pool of KPIs

and other information and will come together with the Solution Manager
Landscape Data (SMSY) in BI for more than one system
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 147
EWA Data Extraction Specify Source System
_________________________________
EWA/BI Data Selection in
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 148
Service Level Reporting Benefits of EWA Integration

Additional functionality regarding EWA
Transports (objects, programs, tables Table E070)
_________________________________
_________________________________
Average response times of self-defined transactions

Aggregated alerts out of Business Process Monitoring (background job
reporting possible)
Trend analysis regarding:
_________________________________
System activity
Response time
_________________________________
System operation
Hardware (CPU Load Application Server and DB Server)
_________________________________
News with SAP Solution Manager 4.0

Maintenance of thresholds for individual KPIs
Monthly KPI Reporting
_________________________________
Report Type Monthly returns exact monthly data (used to be based on weekly data)
Up to 12-month history for KPIs, in table and chart format
_________________________________
_________________________________
_________________________________
Integration of Central Performance History
_________________________________
SAP AG 2007, 149
Service Level Reporting Customizing KPI Thresholds
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 150
Service Level Reporting Target Values
_________________________________
Example: Target values and their dependent rating.
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
KPIs without KPI targets are displayed with a blue dash ( )

Ratings with KPI targets are displayed as either red ( ) or green (
_________________________________
)
_________________________________
SAP AG 2007, 151
Service Level Reporting KPI History with Target Values

Example: History for KPI Avg. Response Time in Dialog Task
_________________________________
_________________________________
Within target
_________________________________
_________________________________
_________________________________
Out of target
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 152
SL Reporting Integration of Central Performance History
_________________________________
_________________________________
Activate/deactivate Central Performance History
integration on the Check Groups tab, Monitoring
Objects from CCMS Central Performance History
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 153
What Is Service Reporting?
_________________________________
Service Reporting lets you create custom reports for solutions and
systems for which you have maintained in transaction SMSY, and
scheduled an SAP EarlyWatch Alert or GoingLive service
_________________________________
You can activate the pre-selected default values, or you can insert or
add any other check tables from the SAP EarlyWatch Alert service
_________________________________
The results can be displayed in a tree or list view
_________________________________
You can also export the data and process it in Microsoft Excel
Once you have configured a report, you can save a variant in order to
regenerate the report at any time, or run it in the batch
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 154
Service Reporting Select a System
_________________________________
_________________________________
Selection of
standard services
_________________________________
_________________________________
_________________________________
_________________________________
Selection of systems
to be included
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 155
What Is System Availability Reporting?
_________________________________
Availability Reporting lets you create standardized, custom reports
regarding the availability of solutions and systems
There is no 100% solution to measure technical and functional
availability
Therefore, an administrator typically has to contact its customers to clarify

those problems
Availability reporting enables you to record those agreements in an

efficient way
You can select and automatically insert the (technical) availability

check from the SAP EarlyWatch Alert service
The results can be displayed in a list view
You can also export the data and process it in Microsoft Excel
regenerate the report at any time, or run it in the batch
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 156
System Availability Reporting
_________________________________
_________________________________
_________________________________
Standard options
(can be modified)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Standard reasons
(can be modified)
_________________________________
SAP AG 2007, 157
(Central) System Administration Reporting

System Administration reporting lets you create standardized,
custom reports regarding the maintenance of your SAP systems
_________________________________
_________________________________
The reporting is based on the central system administration service

sessions of your solution
_________________________________
Determine systems and time periods to get a report on the dedicated

LogBook entries
_________________________________
regenerate the report at any time
_________________________________
Key content
_________________________________
Period and System Selection
_________________________________
System Administration Reporting
_________________________________
Tasks from Central System Administration Session, with and without

comments
System Availability Reporting
System Availability from SAP EarlyWatch Alert
Maintained System Availability
SAP AG 2007, 158
_________________________________
_________________________________
System Administration Reporting Results
_________________________________
Example report: Background reporting of Central
System Administration
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 159
Service Desk Reporting
_________________________________
Reports on Service Desk Messages assigned to a solution:
Analysis Type (Business Partner, Status, Solution Information)
_________________________________
Time Interval
System Data (System/IBase, Installation Number)
Business Partner
Message Attributes (Priority, Category, Component, Status, etc.)
Grouping
Period
_________________________________
(Weekly, Monthly, Annually, etc.)
Status
_________________________________
_________________________________
_________________________________
_________________________________
Component
Category
_________________________________
_________________________________
_________________________________
SAP AG 2007, 160
Service Desk Reporting Selection Screen
_________________________________
_________________________________
Selection Screen
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 161
Change Management Reporting Overview
_________________________________
Reports on projects assigned to a solution, including:
Transaction Data (Transaction Type SDCR, Status, etc.)
Organizational Units (Partner Function, Sales Organization, etc.)
Project information (ID, Type, Logical Component, Status, etc.)
System Data
Maintenance Units (Support Packages, Notes, etc.)
Transport Requests (Request Owner, Status, etc.)
Transport Objects (Name, Package, etc.)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 162
Change Management Reporting Selection Screen
_________________________________
_________________________________
Selection Screen
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 163
Issue and Top Issue Reporting
_________________________________
Reports on issues and top issues:
Time Interval
Status
_________________________________
_________________________________
Transaction Attributes (Name, Subject, Transaction number, etc.)

Context Information (Project, Process, etc.)
_________________________________
Linked Objects
_________________________________
Recommended
Service
Tasks
Desk Messages
_________________________________
Expertise-on-Demand
Change
Issues
Request
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 164
Issue and Top Issue Reporting Results
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 165
What Well Cover
_________________________________
_________________________________
_________________________________
_________________________________
Service Desk
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 166
_________________________________
Implementation of
SAP Solutions
Solution Monitoring

Global rollouts
Test management
System monitoring
EarlyWatch Alert
_________________________________
_________________________________
_________________________________
_________________________________
Upgrade of
SAP Solutions
Test management
Change Request
Management
SAP AG 2007, 167
CORE
BUSINESS
PROCESSES
Service Desk
Best practices
for messaging
Solution Manager
Diagnostics
_________________________________
_________________________________
_________________________________
_________________________________
Delivery of
SAP Services
SAP Safeguarding
_________________________________
Service Delivery
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Service delivery in SAP Solution Manager:
Solution landscape and issues are
retrieved by a service session
_________________________________
During service delivery, issues are

resolved, but action plans are also
created for newly detected issues
_________________________________
A final report is uploaded into SAP

Solution Manager
_________________________________
_________________________________
SAP AG 2007, 168
Services in SAP Solution Manager
_________________________________
Remote Services ...
Are delivered by SAP experts who log onto customers SAP Solution Manager
through a remote connection
Include a documentation of results, procedures, and changes in Solution
Manager, as well as a reporting
Onsite Services ...
_________________________________
_________________________________
_________________________________
Are performed by SAP employees onsite with access to the SAP

Solution Manager system
_________________________________
Take a customers individual business process and system landscape

into account
_________________________________
Provide enhanced proactively/better transparency for customer when delivered

with SAP Solution Manager
_________________________________
Self Services ...

Are performed by customers themselves with SAPs knowledgebase. The needed
tools are integrated in SAP Solution Manager.
Contain instructions on what to do and recommendations on what to optimize
Offer integrated report generation for better documentation
_________________________________
_________________________________
_________________________________
SAP AG 2007, 169
What Well Cover
_________________________________
_________________________________
_________________________________
Service Desk
_________________________________
Reporting
_________________________________
Service Delivery
_________________________________
Wrap-up
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 170
The More Transparent the Solution, the More You Benefit!
_________________________________
All systems
All business processes
_________________________________
All training
information
The entire documentation
_________________________________
_________________________________
All maintenance
activities
All service planning,

delivery, and
follow-up
information
All test information
SAP
SOLUTION
_________________________________
All customer
development
and functional
enhancements
MANAGER
All incident and

problem information
All change
information
All monitoring data
All service level information
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 171
Summary SAP Solution Manager Benefits: Implementation
_________________________________
_________________________________
Benefits:
_________________________________
Use optimized implementation tools and methods

Ensure smooth and secure go-live
Usage of integrated test scenarios
Reduce test and training effort
Use integrated comprehensive (project) documentation
Implement a solution based on SAP best practices and according to
SAP implementation methods
Don't
Forget
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 172
Summary SAP Solution Manager Benefits: Operations
_________________________________
_________________________________
Benefits:
_________________________________
Provide a completely integrated service desk
Ensure integration of service desk and change request management
_________________________________
Enable central system administration
_________________________________
Optimize solution monitoring including partner product transparency

within the solution hierarchy
_________________________________
Support integration of best of breed system management tools

Ensure stability of your solutions through EarlyWatch Alerts and
diagnostics
Don't
Forget
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 173
Summary SAP Solution Manager Benefits: Optimization
_________________________________
Summary: Optimization
_________________________________
Benefits:
_________________________________
Implement best-in-class change request management
_________________________________
Enable constant innovation and optimization
_________________________________
Integration of best-of-breed system management tool

Manage software changes transparently
_________________________________
Prevent parallel/duplicate problem solving efforts
_________________________________
_________________________________
Don't
Forget
_________________________________
_________________________________
SAP AG 2007, 174
Implementing End-to-End Solution Operations Standards

Speak the same
language
Manage quality
of deployments
across technology
and application
stacks and
landscapes
Make integration
work safely and
as automated
as possible
Set-up One
Transport Order
Business Process
Integration and
Automation
The solution is
maintainable and
upgradeable
_________________________________
_________________________________
_________________________________
_________________________________
Install
Diagnostics
(Root Cause Analysis)
(Change Control
Management)

Starter Package
eSOA Readiness

Advanced Package
Change Control Management BPM and Interface Monitoring
Root Cause Analysis
Data Volume Management
System Monitoring
Testing
Job Scheduling Management
System Administration
_________________________________
_________________________________
SAP Standards for Solution Operations

Minimum Documentation
_________________________________
Upgrade
eSOA Readiness
_________________________________
_________________________________
Data Integrity
Remote Supportability
Exception Handling
Incident Management
Transactional Consistency
_________________________________
SAP AG 2007, 175
Summary End-to-End Solution Operations
_________________________________
End-to-End Solution Operations reduce
total cost of operations and guarantee
End-to-End Business Process Availability
_________________________________
_________________________________
_________________________________
_________________________________
End-to-End Business Process Performance
_________________________________
End-to-End Data Consistency and Transparency
_________________________________
End-to-End Maintainability and Upgradeability
_________________________________
_________________________________
_________________________________
SAP AG 2007, 176
Tips for Those Getting Started with Solution Manger
_________________________________
Very detailed, well-prepared, free-of-charge documents (~80 documents
and SAP Tutor lessons): These can be found at
http://service.sap.com/rkt-solman
(requires login credentials to the SAP Service Marketplace)
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 177
Recommendations
_________________________________
Best
Practice
SAP Plan
_________________________________
Business Management
Ownership
_________________________________
End
Users
Business
Super
Users
IT Help
Desk
SAP
Competence
Center
_________________________________
Infrastructure
_________________________________
_________________________________
What you need to do:
1) Think ERP Lifecycles not ERP Projects
2) Focus on SAP CC/COE skills retention and development
3) Use ITIL for formal Support processes
4) Use Solution Manager as a key enabling tool
5) A professional approach to Support will help you get
ready for ESA
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 178
Upskilling Options for SAP Solution Manager

SAP NetWeaver Tools/SAP Solution Manager 4.0
Implementation Tools
SMI310 SAP Solution Manager Implementation and Upgrade of
SAP Solutions
_________________________________
_________________________________
_________________________________
TZACC2 Adaptive Computing Implementation with Adapting

Computing Controller 1.0 SP8
_________________________________
Lifecycle Management Customer Support
_________________________________
SM001 SAP Solution Manager Overview
_________________________________
SM530 ITIL with SAP Solution Manager

SM540 SAP Solution Manager Incident Management
SM550 Change Request Management
USMX20 Installation and Technical Configuration of SAP Solution
Manager
SAP AG 2007, 179
_________________________________
_________________________________
_________________________________
_________________________________
Upskilling Options for SAP Solution Manager (cont.)

Lifecycle Management Implementation
_________________________________
NW001 Technology Solutions Powered by SAP NetWeaver

SAPNW SAP NetWeaver Overview
SM001 Introduction to SAP Solution Manager
SMI210 SAP Solution Manager Implementation Methodology
SMI310 SAP Solution Manager: Implementation Tools in Detail
SM510 SAP Solution Manager: Global Rollout
SM520: Effective Knowledge Transfer with SAP Solution Manager
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Lifecycle Management Operations

NW001 Technology Solutions Powered by SAP NetWeaver
SAPNW SAP NetWeaver Overview
SM001 Introduction to SAP Solution Manager
SM100 SAP Solution Manager for Operations of SAP Solutions
SM530 ITIL with SAP Solution Manager
SM540 SAP Solution Manager: Incident Management
SM550 Change Request Management
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 180
Publication Related to SAP Solution Manager
_________________________________
Complete reference to
_________________________________
Content:
_________________________________
Concept of SAP Solution Manager and its strategic

importance for application management and
collaboration with a strong reference to ITIL
Comprehensive approach to the complete portfolio
along the lifecycle all functions, tools, and
processes, including third-party integration
Detailed customer field-reports deliver insight into
first-hand, practical experience
Powered by Solution Support
www.sap-press.com
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
German edition available since September 2006
ISBN 1-59229-091-4
English edition available since early 2007
ISBN 978-1-59229-091-8
_________________________________
SAP AG 2007, 181
Publication Related to SAP Solution Manager (cont.)

Pocket Guide on SAPs
ITIL Adaptation
_________________________________
_________________________________
Content:
Adaptation and enhancement for requirements
of SAP operations according to the ITIL
standard, particularly for Application
Management Processes and Integration
Processes between IT Service and
Application Management
_________________________________
_________________________________
_________________________________
SAP tools and services supporting the

implementation of processes
_________________________________
Reference to the optimization of business

management in the environment of
SAP landscapes
_________________________________
German edition available since March 2006
ISBN 3-89842-795-1
English edition available since April 2006
ISBN 1-59229-094-9
SAP AG 2007, 182
_________________________________
_________________________________
_________________________________
7 Key Points to Take Home
_________________________________
SAP Solution Manager is part of your standard
maintenance contract
SAP Solution Manager applies a formalized approach to
the entire solution lifecycle
SAP Solution Manager enables efficient application
management and collaboration with SAP
_________________________________
_________________________________
_________________________________
_________________________________
SAP Solution Manager provides an efficient gateway to

SAP support
_________________________________
SAP Solution Manager 4.0 reporting tools enable

comprehensive reporting across several Solution
Manager areas
_________________________________
Flexible global template function decreases cost
_________________________________
Solution Manager provides full control and integration
_________________________________
_________________________________
SAP AG 2007, 183
_________________________________
_________________________________
THANK YOU FOR

YOUR ATTENTION
_________________________________
_________________________________
_________________________________
_________________________________
Lorie Ballbach
North America PMO
Methods and Tools Practice
lorie.ballbach@sap.com
John Krakowski, Jr.

Regional Group
john.krakowski.jr@sap.com
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 184
Copyright 2007 SAP AG. All Rights Reserved.
_________________________________
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained
herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.
IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP,
Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation.
Oracle is a registered trademark of Oracle Corporation.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology.
Java is a registered trademark of Sun Microsystems, Inc.
JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
MaxDB is a trademark of MySQL AB, Sweden.
SAP, R/3, SAP, SAP, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks
of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without
the express prior written permission of SAP AG.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended
strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy,
and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links,
or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the
implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of
these materials. This limitation shall not apply in cases of intent or gross negligence.
The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot
links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
SAP AG 2007, 185
Notes:
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Wellesley Information Services, 990 Washington Street, Suite 308, Dedham, MA 02026
Copyright 2007 Wellesley Information Services. All rights reserved.

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_________________________________

Lorie Ballbach and John Krakowski, Jr.

Welcome to the SAP Solution Manager Jumpstart Session

What Well Cover

SAP Solution Manager: Overview

Implementation, upgrade, and global rollout capabilities

End-to-End Monitoring and Diagnostics

End-to-End Change Control

Business and IT Challenges Have a Direct Impact on the

Top CIO Priorities*

Business and IT challenges

Align IT and business goals

Need for flexible

Ensure business continuity

*Sources: STATE OF THE CIO2006 , EIU 2006

Driver and Scope of SAP End-to-End Solution Operations

SAP provides standards and best practices to manage Key Performance

Key Technology Challenges and Our Joint Response

Enterprise SOA promises

With SAP NetWeaver

Next Master Data

HOW CAN WE SUPPORT THIS OPTIMALLY?

Key Technology Challenges and Our Joint Response (cont.)

Enterprise SOA enables true End-to-End Solution Operations

With SAP NetWeaver

With SAP NetWeaver

Next Master Data

One Transport Order

Root Cause Analysis

Integration and Automation

End-to-End Solution Operations

SERVICE & SUPPORT

Next Application Management Platform

Key Business Challenges and Our Joint Response

Enterprise SOA enables true End-to-End Solution Operations

SAP CRM is the

SAP SRM is the

SAP SCM is the

One Transport Order

Root Cause Analysis

Integration and Automation

End-to-End Solution Operations

Next Application Management Platform

A Different Approach to IT Solution Management Is Needed

Lifecycle orientation is vital because it structures

Business process orientation

End-to-End Solution Operations Requires

Speak the same language

End-to-End Change Control

Enable value realization

Get ready for new business needs

Standards = Tools, Processes, and Best Practices

SAP Standards for Solution Operations

Business Process and Interface Monitoring

Job Scheduling Management

Run SAP: Methodology for End-to-End Solution Operations

How to integrate legacy systems and

Run SAP Safeguarding

SAP Solution Manager Usage Scenarios

SAP methods and tools

Follows ITIL standards

Guarantee for End-to-End: