ITM205 IT Service Management in SAP Solution Manager Strategic Overview. Public

Transcription

1 ITM205 IT Service Management in SAP Solution Manager Strategic Overview Public

2 Speakers Las Vegas, Oct David Birkenbach, SAP SE Barcelona, Nov David Birkenbach, SAP SE 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2

3 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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 assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent SAP SE or an SAP affiliate company. All rights reserved. Public 3

4 Agenda ITSM Overview Core ITSM Usage rights ITSM in SAP Solution Manager 7.2 New ITSM features ITSM Analytics SAP HANA innovations UI strategy 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4

5 IT Service Management in SAP Solution Manager Overview Public

6 ITSM typical use cases Incident Management for SAP landscapes with integration in SAP frontends and SAP support backbone Incident,- Problem, -Change Management to manage the SAP IT more efficient and secure Ticket based workflows for further SAP Solution Manager scenarios, e. Test defects, project issue, alert processing, etc. Incident,- Problem, -Knowledge, -Change Management for the entire IT together with SAP IT Infrastructure Management Service Request fulfillment process based on service products and predefined activities how to deliver these IT services ITIL based IT Service Management with integration in SAP ERP for business process automation 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 6

7 IT Service Management evolution in SAP Solution Manager SP01 SAP Solution Manager 7.1 FP1 SP05 FP2 SP SP SM 7.0 Service Desk SM 7.0 EHP1 Application Incident Management IT Service Management ITSM for SAP and Non-SAP ITSM enhancements I Analytics ALM Integrations Business Roles Service Request Mg. ITSM mobile app ITSM enhancements II Service Order Mgmt. Operations Tasks inbound BP Substitution, Planned enhancements UI improvements Service Catalog Mgmt. SAP CRM EHP 2&3 feature integration Processing times, Central Inbox, HTML 5 UI roles SAP JAM integration.. SAP Gui SSM Work Centers SAP Solution Manager CRM WebClient SSM CRM WebClient SAP IT Infrastructure Mgmt. SSM CRM WebClient SAP IT Infrastructure Mgmt. Enhanced SSM CRM WebClient SAP IT Infrastructure Mgmt SAP SE or an SAP affiliate company. All rights reserved. Public 7

8 SAP Solution Manager verified for ITIL Service Lifecycle SAP Solution Manager 7.1 is fully verified for ITIL v2011 by Pink Elephant and Serview Externally verified in all ITIL Service lifecycle phases Best practice configuration available for all 15 processes 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 8

9 SAP IT Infrastructure Mgmt.* SAP Solution Manager as the central ITIL platform System Landscape for Integrated IT Service Management SAP ERP* Financial Management IT Service Management Incident Management IT Service Desk Release & Deployment Management Service Asset & Configuration Mgmt. Service Catalog Management Availability Management Capacity Management Problem Management Service Level Management Change Management Request Fulfillment Service Portfolio Management Event Management IT Service Continuity Mgmt. SAP Solution Manager * separate license required 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 9

10 Service Operations IT Service Management Roles Predefined UI templates Business User 1 st Level Support Call Agent 2nd / 3rd Level Support Self Service Portal or mobile App IT Service Desk Dispatcher ITSM 1 st Level Support Incident Manager ITSM Professional Problem Manager ITSM Professional SAP Frontend Pre-Clarification, Search, Dispatching Inbound 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 10

11 ERP SAP Support message SAP IT Service Management on SAP Solution Manager Organizational Tailoring SAP ITSM End User Self Service Portal / Phone Mobile App / 3rd party Help Desk ALM Process Integration SAP Frontend Integration Service Order Service Request Incident Problem Task Requirement Mgmt. Request for Change Knowledge Articles Change Normal, Urgent, General Software Infrastructure Execution (ALM) CTS+, RCA 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11

12 Service Asset & Configuration Management SAP Solution Manager as a Service Knowledge Management System(SKMS) Scan Purchase Auto- Discovery CMDBs Applications (SAP & 3rdparty) IT Asset Management in ERP (e.g. Monitors) IT Infrastrucure (e.g.network devices) Manual, Other, Service Knowledge Management System (ITIL terminology) Services Central CMDB Iobjects: PR1 SAP ERP Senseye LED G Router NetgearN150 - User, Org Units, Partner Business Processes Knowledge SLAs, contracts SP 10 Several CMDBs in one main central CMDB in SAP Solution Manager Infrastructure items via add-on tool. Storage of all relevant IT information in a single system ( SKMS) Connection to other CMDBs can be implemented Manual creation of Config items possible 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 12

13 Business Process Automation with ERP integrations ERP for Your Business IT Management Suite Financial Management & Controlling Demand, Project, and Portfolio Management Service, Application, and Project Portfolio Management Project Management IT Reporting Risk and Compliance Management Marketing and Sales; Customer Satisfaction Sourcing Budget Effort & Cost Asset IT Service Management Services Catalog (Service Design & Delivery) Incident Management Change Management Configuration Management Dashboards Human Resources Purchase Order Working Time Infrastructure Management Hardware, Network, Operating System and Database Infrastructure Assets and Inventory 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 13

14 Simplified usage rights SAP Enterprise Support customers can use IT Service Management processes now for their entire IT. SAP has simplified the usage rights for SAP Enterprise Support customers Required named user licenses for non-sap ITSM processors are more affordable. SAP CRM functionalities which support the certified ITIL processes are included in the usage rights of SAP Solution Manager. Link: SAP Solution Manager Usage Rights 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 14

15 SAP Solution Manager ITSM Usage Rights Simplification and expansion SAP Our mission: Simplified usage rights, easy to understand and beneficial for our customers 3 steps to check the ITSM usage rights in SAP Solution Manager SAP Solution Manager for customer shall be used for internal or enterprise wide IT - only. SAP Solution Manager usage for partner (e.g. VAR) and Service Provider, etc., might have different definitions of usage rights. Contact your SAP partner manager. Scope Depending on your support agreement there might be restrictions in usage Named user Check which user roles might need SAP named user licenses. Capabilities Which valuable add-ons are available to extend the ITSM scenario and which are included? 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 15

16 SAP Solution Manager ITSM Usage Rights Core capabilities and typical ITSM extensions 3 SAP CRM functionalities beyond the ITSM core solution are also included, such as*: Survey, e.g. for PCC, Service Request specific data Time recording & service confirmation transfer in ERP (HR) Service contracts, e.g., to manage Service Level agreements Any T-Rex functionality, including simple search and enterprise search capabilities Interaction Center UI in 1st Level IT Support Middleware transfer of IT services into SAP ERP processes, e.g. finance and accounting Use of Mobile ITSM apps (android and ios, SAP Fiori) Price determinations of IT Services Business requirement management All ITSM processes in SAP Solution Manager 7.1 can be used for SAP Enterprise Support customers Additional licensing required to leverage the ITSM scenarios. Following SAP solutions are NOT included the SAP Solution Manager usage rights given with the support agreement*: SAP JAM which can be integrated in ITSM scenarios to share and communicate in a social media platform. ITSM Reporting beyond internal BW and predelivered Dashboards, e.g. SAP HANA Live Content, SAP Lumira, SAP BO Dashboard Design SAP Project & Portfolio Management for IT innovation processes, IT resources and portfolio management or advanced business requirement process Computer Telephony Integration Software or Chat functionality with SAP Business Communication Management (SAP BCM) Automation of Service Request Fulfillment with SAP IT PA by Cisco Configuration & Asset Mgmt for infrastructure items with SAP IT Infrastructure Management Web shop Catalog for IT Service Ordering, e.g. with Lean Catalog (SAP consulting solution) or SAP Hybris * The lists have no claim of completeness! 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 16

17 ITSM in SAP Solution Manager 7.2 Public

18 SAP Solution Manager 7.2 Upgrade details The upgrade from SAP Solution Manager 7.1 to 7.2 is standard Relevant for all customers: No CRM issues this time: SAP Solution Manager 7.2 does not contain a new SAP CRM release. We only move to a new enhancement package, the impact of the 7.2 upgrade is significantly lower than in the 7.1 upgrade If you already adopted the Monitoring & Alerting infrastructure, then you are fine. Note that business process monitoring based on the Monitoring and Alerting Infrastructure (MAI) is mandatory in 7.2 The split of ABAP and JAVA stacks, and the upgrade to SAP NetWeaver 7.40 are performed automatically in a standard upgrade procedure Activation of Solution Documentation can be prepared well in advance of the upgrade Optional upgrade step: The migration to SAP HANA fully supports the one-step-upgrade approach (i.e. the SAP standard for migrating to SAP HANA) This is the current state of planning and may be changed by SAP at any time SAP SE or an SAP affiliate company. All rights reserved. Public 18

19 New ITSM features and functions with SAP Solution Manager 7.2 SAP CRM Framework developments New WebClient UI Framework Features New SAP CRM Business Functions Service Request Enhancements Checklist Enhancements Attachments Management Enhancements Processing Times Notification Framework Management Enhancements Dispatching & Routing Central Inbox Bulletin Boards SAP Solution Manager specific developments IT Service Catalog Management SAP Fiori (HTML5) Self Service UIs SAP Jam Integration Adoptions to new Solution documentation 3rd party interface improvements ITSM KPI Dashboard Embedded Search (cross objects) 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 19

20 Demo New ITSM features in 7.2 Subscription Processing times Bulletin Boards Central Inbox Public

21 ITSM Analytics Preconfigured BW with SAP Solution Manager Setup Upgrade from BW 7.02 BW 7.4 (auto) New ITSM extractors & info provider new setup required KPI content Cross ITSM &CHARM Dashboard Predefined ITSM KPIs Associated KPIs Frontend Analytics Launchpad on SAPUI5 (SAP Fiori like) Configurable KPI view (own tiles, further drill downs, etc.) Extendable with BW Query Designer 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 21

22 Demo ITSM Analytics in 7.2 Public

23 SAP HANA and SAP Solution Manager 7.2 Good News for All SAP Support Customers: SAP Solution Manager 7.2 is the first release which leverages SAP HANA. The adoption of SAP HANA for SAP Solution Manager follows all SAP HANA transition standards All customers with a valid SAP maintenance agreement can use SAP HANA as database for SAP Solution Manager. There is no additional SAP HANA licensing required (see link for details) This extension of usage rights is especially valuable for customers who are: SAP HANA only in a transition phase to SAP HANA SAP Solution Manager 7.2 Adopts SAP HANA! paying maintenance for their SAP Solution Manager database Link: SAP Solution Manager Usage Rights 1) Does not include any SAP-HANA-related hardware cost SAP SE or an SAP affiliate company. All rights reserved. Public 23

24 ITSM Analysis with SAP HANA delivered via SAP services in pilot phase Real-time check for recently created incidents with anonymized data Get validated solution proposals while entering the issue description Auto categorization based on text content while creating a new incident Avoid ticket creation Business User Standardize the process flow ITSM Analyst Track the ITSM processes with 100 % transparency (by team or status workflow) Identify loops, unnecessary exceptions, delays, etc. Sentiment Analysis of customer satisfaction Find quickly similar incidents with solutions with very high hit rate. Extract the solution text and rate them Holistic search with the entire text description for related Knowledge articles and solutions in existing incidents Support Processor Reduce time to resolution Problem Manager Identify issue areas and eliminate them Proactively identify problem areas and initiate action items Define combinations of categories, derived from text analysis, to identify root causes of major issues 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 24

25 ITSM Analysis with SAP HANA Business cases The high amount of incidents and requests, make the management of ITSM processes very complex and challenging. SAP Process Mining powered by CELONIS brings full transparency and high efficiency to ITSM processes 67,548 Increase intial solution rate Shift Left 478,783 Get rid of easy 2 nd Level tickets 915,137 Avoid Ping Pong tickets Text Analysis powered by SAP HANA allows to identify the issue area and take countermeasures: BUSINESS USER 1ST LVL / SERVICE DESK 2ND LVL SUPPORT 3RD LVL SUPPORT RESOLVE TICKET Find and eliminate bottlenecks in the ticketing process Check for compliance and find out the sources of unnecessary or avoidable tickets Loops, redirections, interruptions, delays and rework cost time, money and lower customer satisfaction. 1.3 Mio. Eliminate redundant tickets 1.2 Mio. Reduce Multi Hop tickets Bubbles show savings a customer made in ITSM by using Process Mining Ticket volume: 1 Mio tickets p.a Copyright by CELONIS 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 25

26 Demo ITSM innovations on SAP HANA Text Analysis SAP Process Mining by CELONIS Public

27 SAP Fiori UX 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 27

28 New User Interfaces in SAP Solution Manager 7.2 Providing the ultimate end user experience SAP Solution Manager 7.2 will follow the SAP Business Suite Strategy! SAP Fiori Launchpad will be piloted for role-based access to all relevant applications and Work Centers, with further steps based on customer feedback. SAP UI5 / Fiori will be provided for key businessfacing UIs and mobile applications. Vital SAP Solution Manager UIs will be revamped incrementally using SAP UI5 / Fiori, based on customers usage and demand SAP SE or an SAP affiliate company. All rights reserved. Public 28

29 SAP Fiori role-based experience for top tasks Today Functional-based applications From: One transaction for multiple roles exposing all data & functions to all users SAP Fiori UX Role-based applications To: Decomposed apps for each role exposing only relevant data & functions From: Multiple entry points for the user and inconsistent user experience (e.g. ERP vs. CRM) To: One entry point for the user and UX following common design directions 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 29

30 Message create link in the SAP Fiori user interface Simple incident creation for end users 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 30

31 Embedded Support Use case SAP Frontends integrate the user interface to create a support message (incident) which is processed in a connected SAP Solution Manager The target system automatically provides context information for the processing of the support message. Customers have option for embedded support if they are using Solution Manager for ticket processing Available in the following SAP Frontends SAP Gui ( with context) SAP Fiori( with context) Collects client context + last 30 log messages Collects server context + gateway logs SAP CRM WebClient SAP Netweaver Business Client Automated determination of SAP Component (CSN) for application causing issue 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 31

32 ITSM Fiori App Roadmap Processors First Level (Key) User ITSM Dashboard Incident Analytics Problem Analytics Change Analytics Incident Key User DISPATCH to 2 nd Level SAP support 3 rd party Service Factsheet Service Details Availability Status Relations Incident analysis Related Problems / KA Related incidents Root Cause Business (End) User My incidents Display my incidents Reply Confirm New incidents My approvals My IT services Knowledge Search b RFC Service order Service request Service product details Create Service order My service orders Public Knowledge Articles Existing incidents (anonym) Any sources 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 32

33 Demo SAP Fiori Launchpad Embedded Support My incident app Public

34 SAP Solution Manager 7.2 Manage SAP Hybrid Cloud like On Premise today Customer On-Premises Landscape PI SRM ERP V P N Cloud Integration ITSM processes for on premise and private cloud stay as usual Incident Management for public cloud solutions Incident message to SAP Support directly Incident message to SAP Solution Manager on premise Forwarding from SAP Solution Manager to SAP Support via SAP components as usual BW CRM ERP Private Cloud SAP Cloud Public Cloud 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 34

35 SAP Solution Manager 7.2 Business Requirement Process will be part of the standard 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 35

36 SAP Solution Manager is the #1 IT Service Management Tool in the SAP ecosystem Overall more than SAP customers use IT Service Management on SAP Solution Manager Customers SAP SE or an SAP affiliate company. All rights reserved. Public 36

37 Where to find more information? Solution Manager Demo System Visit our IT Service Management Wiki in the SAP Community Network Service Offerings in SAP Service Marketplace Get an expert on-site from SAP Consulting and RunSAP Partners managerdemo.com Try SAP Solution Manager without any risk Available in the cloud 24x7 Demo scripts available for many scenarios Presentations, Information, Demos around IT Service Management and Change Request Management Content is targeted and tailored for Managers, End-Users and Administrators Expert Guided Implementations for SAP Solution Manager Recorded Webinars Indiv. Services for MaxAttention and Active Embedded Pre-packaged Rapid Deployment Solutions for fix-price Add-on Packages tailored for large scale usage Individual Workshops and Configuration Support Galileo Book available: IT Service Management with SAP Solution Manager 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 37

38 SAP TechEd Online Continue your SAP TechEd education after the event! Access replays of keynotes, Demo Jam, SAP TechEd live interviews, select lecture sessions, and more! Hands-on replays SAP SE or an SAP affiliate company. All rights reserved. Public 38

39 Further Information Related SAP TechEd sessions: ITM219 - Be prepared for ITSM and CHARM in SAP Solution Manager 7.2 (lecture) ITM260 - IT Service Charging: Integrated ERP SAP Solution Manager Process (Hands-on) SAP Public Web SAP Education and Certification Opportunities Watch SAP TechEd Online SAP SE or an SAP affiliate company. All rights reserved. Public 39

40 Feedback Please complete your session evaluation for ITM SAP SAP SE SE or or an an SAP SAP affiliate company. All All rights reserved. Public 40 40

41 Thank you Contact information: David Birkenbach SAP SE Solution Management 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 41

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