ChaRM, CSOL and Incident in SAP Solution Manager 7.1

Transcription

1 ChaRM, CSOL and Incident in SAP Solution Manager 7.1 Tobias Hauk / Product & Solution Management / SAP Solution Manager 6 th November 2011 Public

2 Introduction

3 SAP Solution Manager: Your IT Management Platform IT Service Management Enhancement Incident IT Portfolio and Project Management Business Requirement Service Request Problem Portfolio Minor Release Urgent Change Request for Change Single Source of Truth Project Design Mgmt Major Release Business Process Monitoring and Analytics Monitoring of Systems, Technical Scenarios and End User Experience Run SAP like a Factory Change Build Mgmt Test Mgmt Release & Deployment Mgmt Build Execution Test Execution Deployment execution Build SAP like a Factory 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 3

4 SAP Solution Manager verified for ITIL Service Lifecycle Service Strategy Service Portfolio Management Financial Mgmt. for IT Services Continual Service Improvement Service Transition Service Transition Change Management Service Asset & Configuration Management Release & Deployment Mgmt. Knowledge Management Service Strategy Service Design Service Level Management Service Catalogue Mgmt. Capacity Management Availability Management Service Design Service Operation IT Service Continuity Mgmt. Service Operation Event Management Incident Management Request Fulfillment Problem Management Crown copyright 2011 Reproduced under license from the Cabinet Office 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 4

5 Incident Management ITIL Service Lifecycle Phase: Service Operations

6 Service Operations SAP s Best Practice Process for Incident Management Process Business User 1st Level IT Support Create IT message Categorize IT Ticket with guided procedure Send to IT Support Receive incident Search for solutions Provide solution Optional -Handover to Problem Mgmt. Screens Self Service UI 1st Level UI Expert UI 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 6

7 Service Operations Incident Management is highly integrated with other processes Change Management Problem Management Request Fulfillment Knowledge Management Follow up process Follow up process Transferred into create with solution Find related articles Incident Management Use for impact analysis Triggers auto incident creation Provide service times Service Asset & Configuration Management Event Managment Service Level Management 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 7

8 Change & Release Management ITIL Service Lifecycle Phase: Service Transition

9 Change Control Management Portfolio in SAP Solution Manager Change Request Management Retrofit Quality Gate Management Change Central Transport Control Management Management Change and Transport system (SAP / Non SAP) Transport Analytics / Configuration Validation 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 9

10 Missing Release Management or Transport Strategy 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 10

11 How to Manage Changes in Complex Environments? 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 11

12 The Fight between Flexibility and Stability Business Unit Fast reaction on business demands Less formalism and bureaucracy Less time to test Focus on own business IT Solid operation Solid change management Only planned transports Only tested and approved changes into production Flexibility vs. Stability 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 12

13 Challenges for Change & Release Management Growing complexity of IT infrastructure leads to issues with changes in organization Many general issues with Changes and their implementation in the company Organizational challenges with existing Change Management processes 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 13

14 Key Benefits with Change Request Management Best-Practice Processes Risk Minimization Integration in technical Tools Better traceability of Changes Easy Adoption and highly customizable 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 14

15 1 Best-Practice Processes

16 Separate Requests from Change Implementation & Deployment Process Layer: Change & Release Management Process Create Request for Change Process Request for Change Handover to Execution Manage Change Execution Coordinate Release & Deployment Close Change 1 Request for Change 2 Change Document 3 Change Cycle 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 16

17 Control impact: bundle changes for a joint-deployment Change Request Management supports Release Management process for better change deployment control and risk mitigation Individual request and implementation of Changes Release compilation via Change Cycle Joint Deployment 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 17

18 Maximize flexibility with Single Change Strategy Possibility to manage Independent Changes if Release Management is not applicable for organization or IT Individual request and implementation of Changes Individual Deployment 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 18

19 2 Risk Minimization

20 Ensure authorization of Changes via Approval Procedures Avoid & reduce risk of un-authorized changes via Approvals Create Request for Change Validate Request for Change Approval Implementation 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 20

21 Lower risk through consistent testing of Changes Avoid surprises via built-in 4-eye principle and integration with Test Management Test Workbench as well as Business Process Change Analyzer 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 21

22 3 Integration in technical Tools

23 Change Request Management closes gaps between Processes and Technical Tools Process Layer: Change & Release Management Process Create Request for Change Process Request for Change Handover to Execution Manage Change Execution Coordinate Release & Deployment Close Change Technical Layer: Implementation / Execution of Changes 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 23

24 Major benefits through deep technical integration 1 Save time and money: less manual effort through integration 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 24

25 Increase working comfort with integrated functions Manage ABAP and Non-ABAP technologies via CTS+ Transport Management System Enhanced Change & Transport System Create and Release Transports in direct context of Changes Control technical Deployment via Workflow & 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 25

26 Automatic tracking of transports and changes Get rid of endless spreadsheets through automatic change tracking for easier Release deployment 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 26

27 The Three Step Approach for Retrofitting Transports Minor Releases Maintenance Quality Assurance 1 Pre-Production Production Retrofit Major Releases Development Quality Assurance 2 1. Select Transport 2. Choose Method (based on conflict detection) 3. Do the Retrofit Automatic Tool Supported (Conflict Case) Manual (Conflict Case) 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 27

28 Synchronizing Maintenance and Innovation is an Issue Report XYZ High Synchronization Effort Required! 1) Start of Release Development 2) Issue in Production Fix required 3) Perform Correction in Maintenance 4) Transport fix to Production 5) Synchronization issue in DEV 6) Manual check for conflict 1) No conflict case: manual re-transport required 2) Conflict case: manual resolution with high effort 7) Back to regular maintenance operations 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 29

29 Synchronizing Maintenance and Innovation is an Issue Report XYZ Retrofit 1) Start of Release Development 2) Issue in Production Fix required 3) Perform Correction in Maintenance 4) Transport fix to Production 5) Synchronization issue in DEV 6) Manual Automatic check check for for conflict conflict 1) No conflict case: manual no action re-transport required - required automatic transport 2) Conflict case: manual easy resolution through with high tool support effort (e.g. split screen) 7) Back to regular maintenance operations Retrofit fully automates 90% of synchronization tasks between tracks with Retrofit! 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 30

30 Major benefits through deep technical integration 1 Save time and money: less manual effort through integration 2 Ensure integrity and safety for your IT infrastructure 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 31

31 Ensure proper testing and reduced downtime Transport of Copies is built-in into standard Change Request Management processes Transport of Copies DEV QAS PRE PRD Original Transport of Normal Change Iterative testing: Possibility to test changes in QAS, without releasing original transports Only original transport will be released - less transports for import mean less import times 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 32

32 Ensure integrity and safety for your IT infrastructure Receive warnings before creating potential downgrade situations or creating a real downgrade! 1) Cross-System Object Lock (CSOL) 2) Downgrade Protection Checks Dev System 1 Client 1 Dev System 2 Client1 Object A Object A Test System Production System Cross System Object Lock 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 33

33 Keeping your landscape consistent with Downgrade Protection DEV QAS PRD Protection at Change Vers.1 Vers.1 Vers.1 Vers.2 Vers.2 Vers.2 Protection at Release Protection at Import 1 st Change of Object A Release Object A V1 2 nd Change of Object A Release Object A V2 Import Object A V1 Import Object A V SAP AG or an SAP affiliate company. All rights reserved. Public 34

34 Major benefits through deep technical integration 1 Save time and money: less manual effort through integration 2 Ensure integrity and safety for your IT infrastructure 3 Get more flexibility without risking consistency 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 35

35 Flexibility for Managing Changes and Transports Changes can be reassigned to another Change Request Management project Project A Project B Transports can be assigned or decoupled from a Change Document Change Document Transport C Transport A Transport B 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 36

36 Flexibility when Importing Changes into Systems Changes can be taken out of the Release and preliminary imported if required Changes assigned to Change Cycle 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 37

37 Major benefits through deep technical integration 1 Save time and money: less manual effort through integration 2 Ensure integrity and safety for your IT infrastructure 3 Get more flexibility without risking consistency 4 Keep the overview and benefit from additional transparency 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 38

38 Keep the overview and benefit from additional transparency Instantly see all related technical transports, tasks and information when checking the content of a change 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 39

39 Don t loose the link between Process- and Technical-Layer Track the status of the imports directly in the Change Documents Get notifications about potential risks or transport errors???? Missing Transports Transport Errors Missing Synchronization Open Transports 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 40

40 4 Better traceability of Changes

41 Powerful monitoring and search functionality 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 42

42 Powerful reporting and analytics capabilities based on SAP BW Multiple Filter Values to redefine data Graphical representation of Data: Requests for Change by Status Tabular Data 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 43

43 5 Easy Adoption and highly customizable

44 Highly configurable according individual requirements Entirely modular solution to ease adoption as much as possible Many Customization and Configuration options to adapt to individual process requirements Completely flexible User Interface for high end-user satisfaction 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 45

45 Lower TCO and get quicker ROI with Change Request Mgmt. No installation required - mostly SAP Solution Manager is already part of IT landscape Similar features as other tools plus deep technical integration Highly preconfigured: best-practice processes from SAP for faster Return on Investment No additional license cost reduce longterm TCO 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 46

46 Change Control Management The whole is more than the sum of its parts Change Request Management Retrofit Quality Gate Management Change Central Transport Control Management Management Change and Transport system (SAP / Non SAP) Transparency Transport Analytics / Configuration Validation 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 47

47 More information needed? Visit our IT Service Management Wiki in the SAP Community Network Presentations, Information, Demos around IT Service Management and Change Request Management Content is targeted and tailored for Managers, End-Users and Administrators Link: SAP AG or an SAP affiliate company. All rights reserved. Public 48

48 Questions & Answers

49 Thank you Tobias Hauk Senior Product Manager SAP Solution Manager Change Request Management IT Service Management / Change Control Management SAP AG Dietmar-Hopp-Allee 16 D Walldorf tobias.hauk@sap.com 2014 SAP AG or an SAP affiliate company. All rights reserved.

50 Backup Slides If more is needed.more is there

51 Service Operations Highlights of Incident Mangement within SAP Solution Manager Highlights Multiple inbound channels Web Self Service, Mobile app, SAP Frontend integration, Telephony integration, inbound Role specific predelivered UIs Workflow framework (escalations, notifications) Seamless integration in SAP Support process Related searches based on Categorization Flexible UI enhancements and personalization (Auto) Dispatch to Teams based on end user data or system data or categorization SAP authorization framework Out of the box Reporting & Dashboards Survey suite (e.g. for PCC) included Detailed information SAP AG or an SAP affiliate company. All rights reserved. Public 52

52 Documentation & Logs overcome risk of undocumented Changes Keep Overview via Detailed Logs and Change History 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 53

53 SAP IT Infrastructure Mgmt.* * = separate license required System Landscape for End-to-End Integrated Service Management SAP ERP* Financial Management Incident Management Request Fulfillment Release & Deployment Management Service Asset & Configuration Mgmt. Problem Management Change Management Service Level Management IT Service Desk Capacity Management Availability Management Service Catalog Management Service Portfolio Management Event Management IT Service Continuity Mgmt. SAP Solution Manager 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 54

54 Supporting the Whole Customer Solution E2E Support for SAP and non-sap Business Processes IT Services Applications ABAP J2EE IT Infrastructure & End User Devices 2014 SAP AG or an SAP affiliate company. All rights reserved. Public 55

55 Change Request Reporting & Tracking Functionalities Change Request Management - Reporting Change Request Management - Tracking Which change requests are in process/completed...? How long do change requests take to be completed? Which transports belong to which change request and vice versa? What is the current transport status (in which system)? How many change requests were declined? BW Content Sequence Dependency analysis: Find out about sequence violations of customizing and workbench requests. Delta Analysis for Change Request Management based transports and changes SAP AG or an SAP affiliate company. All rights reserved. Public 56