SAP Solution Manager Business Process
Monitoring of a SAP CRM Solution
Robert Max
robert.max@asug.com
[ CHAVONE JACOBS
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2003
[ ALLAN FISHER
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2008
[ COREY PEARSON
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2008
]
[ Learning Points
 Learn how to take advantage of the business process
monitoring capabilities of Solution Manager
 Learn how Solution Manager's business process and
interface monitoring can add value to your Information
Technology Organization‟s end-to-end solution operations
 Learn how Solution Manager can meet the business
process monitoring needs of the business
 Learn where Solution Manager is not the appropriate tool
for BPM
Real Experience. Real Advantage.
2
[ Return on Investment
 Leverage the existing tools you have at your disposal to enhance
your organization‟s service levels.
Software Acquisition Costs = 0
 Locate the education resources available to you today to teach you
how to implement Solution Manager driven Business Process
Monitoring
External Training Costs = 0
 Learn how to configure self-service business process monitoring and
reporting minimizing IT support hours
Monthly IT SLA Reporting Effort => Decreasing to zero
 Improve :
 Customer Satisfaction
 User Efficiencies
 Solution Availability
Real Experience. Real Advantage.
3
[ Does Your Organization Have?
 A Business Process Management Team focused on
Design, Optimization and Monitoring is described
 The team can increase revenue, shorten business
processes, reduce expenses etc.
 The team will should have a charter, staffing and funding
 Tools have been acquired, implemented and the team is
knowledgeable in their use
 A focus on the Information Technology Organization's
service levels and processes increases Customer-Sat
 This presentation is also relevant for those individuals who come from
organizations where a BPM Team has not been established. Where
BPM has a lower priority; headcount and funding are constrained
and the focus is elsewhere.
Real Experience. Real Advantage.
4
[ What We‟ll Cover …





BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage.
5
[ International Beverage Bottling and Distribution
Company Using SAP
 $19.8 billion (USD) annual
revenue
 42 billion physical cases
 46 of the states in the U.S.A.,
Canada, Great Britain,
Netherlands, Luxembourg,
Belgium, France
Real Experience. Real Advantage.
•
•
•
•
74,000 employees
Approximately 450 facilities
55,000 vehicles
2.4 million pieces of equipment
(vending, cooling, etc.)
6
[ Business Issue
 Accounts receivable and customer account management processes
are consolidated into regional billing centers.
 SAP Deductions Management Cockpit provides a more
comprehensive view of the customer‟s financial history
 Information accumulated to provide a 360 degree view of the
customer/company business relationship
 SAP FSCM (Financial Supply Chain Management) includes a
more streamlined handling of billing disputes and collections
 Additional applications support the business process and must be
integrated
 Legacy Route Management System to take orders, deliver
product and handle collections
 Imaging system to scan and index invoices with signatures and
notations
 System to track and document customer discounts and incentives
Real Experience. Real Advantage.
7
[ Financials – Accounts Receivable
SAP R/3
BASIS
Billing
Non R/3
Billing
Run monthly statements
ZF.27
ASCORE
Run Dunning F.150
Non R/3
Lockbox (FLBP)
VITRIA
Non R/3
Residual documents
(overpayment/underpaym
ents)
Clear open items
SAPF124, F-30
CMA
Non R/3
Real Experience. Real Advantage.
Write Off
[ Deductions Management Application
 The timely delivery of results from several SAP and non SAP
Applications needed to be orchestrated
 Information was processed by multiple systems (BASIS, AS/Core
Vitria) on its way to the SAP BW and R/3 Systems
 The normal 24 hour fulfillment cycle ran 24x7 with a preference for
off hours and weekend deliveries. Adding on the Sales Centers
daily close and it could be 72 hours before delivery and invoicing
information passed through multiple legacy systems to show up in
the financial system.
 Some customers were immediate payment others net 30
 Invoices could be scanned on site or mailed but the images
needed to be indexed and available to the Deductions
Management Clerk
 SAP Deductions Management remained in only two of the A/R
centers past the original enterprise wide deployment date until issues
were addressed
Real Experience. Real Advantage.
9
[ Availability and Service Level Management
 A team was established with the responsibility for
improving application availability
 A core team was augmented with a virtual team of
representatives from different parts of the IT Organization








UNIX Systems Administrators
zOS and DB2 Systems Administrators
iSeries Systems Adminstrators
IS Operations
Production Control and Scheduling
Systems Management Software Support Specialists
Client Support Center (Help Desk)
Basis Administrators
Real Experience. Real Advantage.
10
[ Deduction Management
R/3
Manual Clarification
Over / Underpayment
Create Residual Items
Unjustified
Justified
Assignment of owners
Write Off
J4I3 Notes Tickler per clerk
Clean Up
Master Data
Re-bill the customer
Documents without actions
Get paid
Sets priority, outcome
code, assignment, action
code
Collection
Management
To Do List
Real Experience. Real Advantage.
Dunning
Process
Long term Write off
[ Six Sigma Utilized
 Define-Measure-Analyze-Improve-Control (DMAIC)
 Define: Set the context and objectives of your improvement
project
 Measure: Determine the baseline performance and capability
of the process or system you‟re improving
 Analyze: Use data and tools understand the cause-and-effect
relationships in your process or system
 Improve: Develop the modifications that lead to a validated
improvement in your process or system
 Control: Establish plans and procedures to ensure your
improvements are sustained
 Improve the efficiency and effectiveness of a process and
subsequently business performance
 Proven methodology
Real Experience. Real Advantage.
12
[ Six Sigma – Why?
 A partner company had successfully exploited Six Sigma
and was willing to support its use within our company:
 Six Sigma Green Belt Training was available to our staff
 A Six Sigma Center of Excellence had been established
 Projects were supported with tools and Six Sigma Black Belt
Advisors
Leverage existing tools, organizational competencies,
established departments and initiatives whenever possible.
Tip
Real Experience. Real Advantage.
13
400
300
200
100
0
MSeconds
500
1,000,000
0
0
1000
DATE
F-30 POST WITH CLEARING
DATE
Real Experience. Real Advantage.
200,000
0
0
No. of
Dialogue
Steps
06/…
07/…
8/2…
9/2…
10/…
12/…
1/8-…
2/1…
3/1…
4/2…
5/2…
7/0…
8/1…
9/1…
400,000
DATE
ZFBL5N Customer Line Items
600,000
400,000
200,000
0
06/1…
07/0…
07/2…
08/1…
9/4/…
9/25…
10/1…
11/6/…
11/2…
12/1…
500
06/1…
07/1…
8/21…
9/25…
10/3…
12/4…
1/8-…
2/12…
3/19…
4/23…
5/28…
7/09…
8/13…
9/17…
FB03 Display Document
2,000,000
No. of Dialogue
Steps
06/1…
06/2…
07/1…
07/2…
08/0…
8/21…
9/4/…
9/18…
10/2…
10/1…
10/3…
11/1…
11/2…
12/1…
12/2…
MSeconds
1000
No of Dialogue
Steps
06/…
07/…
08/…
9/4…
10/…
10/…
11/…
12/…
1/2…
2/1…
3/1…
4/1…
5/1…
6/1…
7/1…
8/1…
9/1…
MSeconds
Response Time and Throughput of Important R/3
[ Track
Transactions with Solution Manager
FB03 Display Document
DATE
ZFBL5N Customer Line Items
DATE
F-30 POST WITH CLEARING
DATE
14
[ IT Service Management - Service Delivery
Processes Utilized
Service Level
Management
Maintain and improve IT
service quality, through a
constant cycle of
agreeing, monitoring and
reporting on IT service
achievements
IT Service Continuity
Management
Availability Management
Capacity Management
Providing the sustained
level of availability
required by the business
in a cost effective manner
Ensuring that the
capacity and performance
needs of the business are
being met
Service Desk
Financial Management
for IT Services
Ensuring that the
necessary IT services can
be recovered within the
agreed business
timescales
Cost-effective control and
management of the IT
assets and the financial
resources used in
delivering IT Services
IT Infrastructure
Real Experience. Real Advantage.
15
[
IT Service Management - Service Support
Processes
Configuration
Incident Management
Problem Management
Management
Identifying, controlling
and verifying IT
Components and their
Interrelationships.
Provides information key
to other processes
Change Management
Focusing on the quick
restoration of service
minimizing the impact to
the business
Service Desk
Minimizing the impact of
change on the business
through standardized
methods
Getting to the root cause
of incidents and ensuring
that permanent solutions
are deployed to prevent
reoccurrence
Release Management
Deployment of packaged
changes reducing the
impact of frequent one-off
change implementations
IT Infrastructure
Real Experience. Real Advantage.
16
[ ITIL and Solution Manager
 ITIL is “what has to be done”
 SAP Solution Manager is “how it is to be done”
 ITIL processes supported by Solution Manager:
 Service Delivery
 Service Support
 Application Management
Ref: SAP Solution Manager - ITIL Support, SAP Press Published
2005
We had a methodology and a set of defined best practices.
What we needed next was the right tool for the job.
Real Experience. Real Advantage.
17
[ Results of the BPM Pilot Project
 The goal was to address all of the issues that kept the company from
deploying the SAP supported accounts receivable process to all
processing centers. Success was the deployment of the solution to
all shared services centers.
 A Six Sigma DMAIC Project was initiated with a goal of “Information
on Glass” i.e. getting all of the Deductions Management Clerk‟s
information to the screen.
 Solution Manager v3.2 was valuable but other tools and custom
development were used
 Multiple dashboards were created to consolidate data from solution
manager and third party applications.
 Lesson Learned:
BPM Added Value and Promoted Success
Cost and Effort to Implement was High!!!
Real Experience. Real Advantage.
18
[ What We‟ll Cover …





BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage.
19
[ SAP Solution Manager
 SAP Solution Manager is the centralized, solution management
platform with functionality that covers all key aspects of solution
deployment, operation, and continuous improvement. It combines
tools, service content, and offers direct access to SAP to increase the
reliability of solutions and lowers your total cost of ownership.
(http://service.sap.com/solutionmanager)
 SAP Solution Manager is the strategic communication and
collaboration platform.
Key Functionality
• SAP Early Watch Alerts
• Enable Delivery of SAP Services
• Enable SAP Maintenance Optimizer
• Central System Landscape Directory (SLD)
This Key Functionality is the minimum requirement for any
SAP Customer
Real Experience. Real Advantage.
20
[ Solution Manager - Implementation
Initial Steps
 Hardware is in place and sized accordingly
 OS and Database are loaded
 Latest Solution Manager Software Staged and available
 Including latest Solution Manager SP-Stacks to be applied
 SAProuter Service Marketplace connection in place and operational
 Operating System, Storage (if SAN-connected), and Network support
is available on demand
 Connectivity to systems in landscape to be supported
Key Activities
Week 1
1
2
3
4
Week 2
5
1
2
3
4
5
Site Assessment Review - Verify SAP Environ.
Identify SAP Systems to be included in Landscape
Install SAP Solution Manager
Apply SolMan Support Packs
SolMan IMG Configuration and Define SLD
Apply OSS Notes/Service
Configure and Test Maintenance Optimizer
Complete Installation, Apply Service etc.
Real Experience. Real Advantage.
21
[ SAP‟s Solution Manager Preparation Service
 With the SAP Solution Manager Preparation Service you can expect
to:
 Verify the configuration of your SAP Solution Manager
environment
 Optimize the configuration of your SAP Solution Manager for
service delivery
 Enable the SAP Solution Manager as a delivery platform for
remote and on-site SAP Support Services.
 The SAP Solution Manager Preparation Service is part of the SAP
Solution Manager Services program
 This program offers you a series of services to keep your SAP
solutions running optimally,
 Improving return on investment and reducing the cost of
operations
 These services optimize applications and system operations.
http://service.sap.com/solutionmanager - For More Information
Real Experience. Real Advantage.
22
[ What We‟ll Cover …





BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage.
23
[ SAP Standards for E2E Solution Operations
Implementation of
SAP solutions
Solution Monitoring
 System monitoring
 Business process monitoring
 Central system administration
 EarlyWatch Alert / SLAs
 Solution reporting
 SAP methods & tools
 Global rollout
 Customizing sync.
 E-learning mgmt.
 Test management
Service Desk
Upgrade of
SAP solutions
CORE
 SAP methods & tools
 E-learning mgmt.
 Test management
PROCESSES
BUSINESS
Change Request
Management
 Manage regular and urgent corrections
 Manage hot news notes
 Manage support package stacks
Real Experience. Real Advantage.
 Manage Incidents
 Problem Management
 Manage Service
Connections
 Integration of
3rd-party help desks
 Root Cause Analysis
Delivery of
SAP Services
 Onsite/remote delivery
 Issue Tracking
© SAP 2007
[SAP shares world class support know-how
SAP Standards for Solution Operations
bring E2E Solution Operations to you!
Solution Operations Standards




Define mission-critical operations processes
Provide Best Practices and Implementation Roadmaps
Based on a general organizational model
Trainings/Certifications are available
The standards allow you to:




Increase business process availability
© SAP 2007
Improve data consistency and transparency
Strengthen business process performance
Ensure maintainability and upgradeability of your solution
landscape
Real Experience. Real Advantage.
[ SAP Standards for Solution Operations
 Incident Management
 Exception Handling
 Business Process and
Interface Handling
 Data Integrity
 Change Request
Management
 Upgrade
 eSOA Readiness
 Root Cause Analysis
 Change Control
Management
Real Experience. Real Advantage.
 Minimum
Documentation
 Remote Supportability
 Data Volume
Management
 Job Scheduling
Management
 Transactional
Consistency
 System Administration
 System Monitoring
26
[ Solution Manager – Work Centers
Work Centers …
 Are
role-based
 Enable
easy navigation for
end users
 Use
a common interface for central administration of solutions
 Support
Service Level Management
 Available
Starting with SAP Solution Manager 4.0 (SP-stack 15)
Available Work Centers
 System Administration
 Service
Delivery
 System Monitoring
 Change Management
 Incident Management
 Solution Landscape and
 Job Scheduling Management
Operations Setup
 Root Cause Analysis
 Implementation and Upgrades
 Business Process and Interface Monitoring
Real Experience. Real Advantage.
27
[ What We‟ll Cover …
Real Experience. Real Advantage.
28
[ What We‟ll Cover …





BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage.
29
[ Starting Point for Business Process and Interface
Monitoring concept
Phases of a Software Implementation Project
Technical
and Integration
Design
Strategic
Framework
Define and
Create
a Monitoring
Concept
Technical and
Operations
Implementation
Implement the
Monitoring
Concept
Cutover
and Start of
Production
Start
Monitoring
Operations
and Continuous
Improvement
Continuous
Improvement
Ideal Starting Point:
Creation of Monitoring concept started during the “Technical and Integration Design”
phase of implementation project
Later Starting Points:
Establishing a Business Process and Interface Monitoring concept can be started during
a later phase at any time during the productive operation of the business processes.
Real Experience. Real Advantage.
© SAP
2008 /
[ Implementation Methodology for Business Process
and Interface Monitoring
Define and
Create
a Monitoring
Concept
Step 1
Identify
core
business
processe
s
Implement the
Monitoring
Concept
Step 2
Identify
process
steps and
interfaces
Step 6
Define
communic
ation and
escalation
procedure
s
Real Experience. Real Advantage.
Step 7
Assign
monitoring
activities
to
responsibl
es
Step 3
Identify
business
requireme
nts
regarding
process
execution
Step 8
Define
Reporting
Objects
and
Reporting
Activities
Start
Monitoring
Continuous
Improvement
Step 4
Define
monitoring
objects,
alerts and
thresholds
Step 5
Define
monitoring
activities
Step 9
Define
communic
ation and
escalation
procedure
s
Step 10
Assign
reporting
activities
to
responsibl
es
[ Activity Management
Purpose
Activity Management supports the sales and service process in all phases and provides
information about all activities carried out to serve the customer.
This scenario supports a sales process with various types of activities and tasks.
Benefits
Complete interaction history for Customer
Complete integration with all CRM processes
Evaluation and management of activities and relationships
Effective tasks and time management
CRM calendar integration
Groupware calendar integration (Lotus Notes or Outlook)
Prioritization of dates and tasks
Team selling supported
Business Roles
Real Experience. Real Advantage.
© SAP 2007 / Page 32
Sales Manager
Sales Employee
© SAP
2008 /
[ Example – CRM Sales – Activity Management
Accounts &
Contacts
Visit
Planning
Fact
Sheet
Email
Integration
Interaction
History
Relationship
Management
Activity
Management
Marketing
Attributes
Customer
Analysis
Account
Classification
33
Real Experience. Real Advantage.
[ Solution Manager Monitoring
Real Time Event Monitoring
Activity Management
Measure Response and Throughput
Schedule activities

Response Time of Important Transactions
 Quantity of Important Transactions
Open Calendar
Dialog Response
Time
CRM Analytics





• No. of Activities / Tasks
created
• No. of Activities / Tasks in
status „Open‟
CRM Basic Sales
CRM Activity Management
CRM Account and Contact Management
CRM Opportunity Management
CRM Territory Management
Create
activity/task
Search
activity/task
Maintain activity/task
Save activity/task
Replicate activity/task
with groupware
Real Experience. Real Advantage.
[ What can Solution Manager Monitor?
Alert Type
Selection Options
Business Activities/Tasks
Business Transaction Category,
Business Transaction Type, Input
Channel, Sales Organization,
Distribution Channel, Division,
Created by, Older than x days,
Previous Day
# of Business Activities/Tasks created
# of Business Activities/Tasks 'Open'
Dialog Performance
 per transaction and SAP instance
 per transaction-specific function codes (CUA internal
commands)
 per transaction-specific function codes transferred in HTTP
requests
 per HTTP request
 per program / function name in RFC call
35
Real Experience. Real Advantage.
[ Rule Based Monitoring of Events
Create a MTE (Monitoring Tree Element) Class for Response Time
Tip
www.sdn.sap.com/irj/sdn/netweaver Lifecycle Management ->
Operations for SAP Tutor Sessions on this activity
Real Experience. Real Advantage.
36
[ Rule Based Monitoring of Events
Operations can be messaged when response time goes red
Monitoring on specific transaction codes is also available.
Real Experience. Real Advantage.
37
[ Self Service CRM Analytics Available
Cross-Scenario Analyses
Industry-Specific Analyses
Entitlement Analyses
Service Analyses
Interaction Channel Analyses
Cross-Application Performance
Analyses
Customer Analyses
Product Analyses
Marketing Analyses
Digital Asset Management
Analysis
Sales Analyses
Rebate Processing Analyses
E-Analytics
Partner and Channel Analytics
Active/Passive Analysis
Activities/Items per Activity Partner
Activities per Category (Employee
Responsible, Document Level)
Activity Details
Activity History
Activity Partner with Open Activities
Distribution of Activities per
Organizational Unit
Intensity of Customer Care by
Employee (Sales Manager Portal)
Intensity of Customer Care by Partner
(Sales Manager Portal)
My Team's Planned Activities
Number of Activities per Category
Planned Activities
AND EVEN MORE!!!!!!!!!
www.help.sap.com Search CRM Suite Keyword: Analytics
Real Experience. Real Advantage.
38
[ Interface Monitoring Example – CRM Service
Check for “Error in Distribution”
SAP ERP
• No. of Work Orders
Created
• No. of Work Orders
Overdue
Dialog
Response Time
Create Service Quotation
Dialog
Response Time
Create Service Order
Dialog
Response Time
Determine Valid Warranty
SAP CRM
Create Service and Sales
Order Items
Create Work Order
• No. of Documents created
• No. of Documents in
status „Open‟, „In Process„
or „Erroneous‟
• No. of Documents created
• No. of Documents in
status „Open‟, „In Process„
or „Erroneous‟
• No. of Documents 'To be
Distributed„ / Error in
Distribution
Determine Service Contract
Post Goods Issue for
Spare Parts
Release Service Order
Transfer Working
Time via CATS
Create Confirmation
No. of Invoices Created
Create Invoice
Create Invoice
Transfer Invoice to
FI/CO
Release Invoice
No. of Invoices not
Transferred to FI
Real Experience. Real Advantage.
Close Confirmation
Solution
Manager
shines when
multiple
components
are
involved!!!
39
[ Communicating Information on Business Processes
 Information Reporting – Communication Channels
SMS Text Page for immediate notification
Dashboard where status is immediately accessible
Reports – Consistent Delivery of categorized KBIs
Interactive Reporting – Use of Information Analytics
 Workflow – Measure with regard to Event and Response
Cycle:
Response Time/Duration
Number of events in queue
Types of Responses
Real Experience. Real Advantage.
40
[ Putting it all Together – Service Desk Example
Purpose
 This scenario describes the typical activities of an interaction center
agent for customer service interacting with a customer by e-mail or by
telephone.
Key Points
 Interaction Center WebClient
 Inbound phone call processing
 E-mail handling (receipt and reply)
 Extensive business partner information
 Problem and solution search in a knowledge database using
Software Agent Framework (SAF)
 Creation of service tickets and processing of related data (installed
base components, contracts, service level agreements, warranties)
Business
Roles
Real Experience. Real Advantage.
IC Agent Service
IC Manager
41
[ Solution Manager Monitored Components
CRM ApplServer - ABAP
IC Web Client – User GUI
TREX – Knowledge Repository
SAP BI – Data Analytics
SAPConnect – E-mail Services
RFC Queues – Exchange Data
between Systems
qRFC Alert Monitoring
Blocked queues
Status of R&R Queue
Demon (CRM)
Status of R&R Queues
(CRM)
Size of Queue
Queues on hold
Real Experience. Real Advantage.
Service Order Management
Dialogue Response Time for:
Create Service Order
Create Activity/Task
Search Activity/Task
No of Documents Created
No of Documents – Open,
In Process or Erroneous
No of Documents - Error in
Distribution
42
[ Self Service CRM Analytics Available
Cross-Scenario Analyses
Industry-Specific Analyses
Entitlement Analyses
Service Analyses
Interaction Channel Analyses
Cross-Application Performance
Analyses
Customer Analyses
Product Analyses
Marketing Analyses
Digital Asset Management
Analysis
Sales Analyses
Rebate Processing Analyses
E-Analytics
Partner and Channel Analytics
Interaction Center Analytics
Service Ticket Overview
Open Service Tickets
Open Service Ticket History
Average Lead Time
E-Mail Response Management
System Analytics
Interaction Modeling and Evaluation
Interactive Scripting Evaluation
IC: Connection Volume
IC: Connection Volume (in Time
Intervals)
IC: Transfers
IC: Transfers (in Time Intervals)
Interaction Statistics in Time Intervals
(General)
AND EVEN MORE!!!!!!!!!
www.help.sap.com Search CRM Suite Keyword: Analytics
Real Experience. Real Advantage.
43
[ CRM Business Process Monitoring - Summary
 Solution Manager can define and monitor a solution
 Resident on One System
 That is a Business Process that Spans Applications
 BPM Reporting is Available via
 CRM Analytics (Internal)
 BI (External)
 Solution Manager
 Who is the Consumer of the Information?
 End Users Prefer CRM Analytics and BI
 IT Analyst and Technical Administrators Prefer Solution
Manager
Real Experience. Real Advantage.
44
[ What We‟ll Cover …





BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage.
45
[ Using Solution Manager BPM – Lessons Learned
 Component Monitoring generates event notifications. Incident
management process begins before the first user calls
 Regular reporting of Solution Manager information to the functional
user is only important
 When the information is changing often
 When the information is relevant and not accessible through the
Application‟s Analytics
 When a longer running problem exists waiting for resolution e.g. dialogue
response time issues
 Dashboards are a good solution for consistently reporting information
to a wider audience. Report Card of Key Business Indicators
 Business users prefer their application‟s built in analytics over
solution manager - Leverage what is already available
 Solution Manager is first and foremost a tool for IT and not for endusers
Real Experience. Real Advantage.
46
[ Resources
 SAP Service Marketplace references *





http://service.sap.com/bpm
http://service.sap.com/solutionmanager
http://service.sap.com/runsap
http://service.sap.com/businessmaps
http://service.sap.com/supportstandards
 SAP Solution Manager E-Learning (Free!!!!)
 www.service.sap.com/okp
 More Free Education and Training
 www.sdn.sap.com e-Learning
* Requires login credentials to the SAP Service Marketplace
Real Experience. Real Advantage.
47
[ Resources (cont.)
 ITIL references
 http://itsmfusa.org
 www.itil.co.uk/index.htm
 Americas‟ SAP Users‟ Group
 www.asug.com
 Review SIG pages for Systems Management, Business
Process Architecture and Solution Manager,
Real Experience. Real Advantage.
48
[ Resources – SAP Solution Manager 2009 Edition
 Complete reference to SAP
Solution Manager, by Marc O.
Schäfer and Matthias Melich (SAP
Press)
 Concept of SAP Solution Manager and
its strategic importance for application
management and cooperation 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
Real Experience. Real Advantage.
© SAP
2008 /
[ Resources – SAP IT Services & Application
Management
 Pocket guide on SAP‟s ITIL
adaptation, by Liane Will and Sabine
Schöler
(SAP Press)
 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
German edition, March 2006
ISBN: 3-89842-795-1
management in the environment of
English edition, June 2006 ISBN-10: 1592290949
SAP landscapes
© SAP
Real Experience. Real Advantage.
2008 /
[ Key Learnings
 Leverage existing Business Process improvement initiatives,
resources and methodologies (Six Sigma and ITIL IT Service
Management)
 Solution Manager is available at your organization
 SAP Standards for E2E Solution Operations is the roadmap
 Metrics on Availability, Response Time and Scale are the easiest to
derive
 BPM projects can be oriented around issue resolution and problem
solving and not necessarily continuously ongoing
 Always review the business process analytics that are shipped from
SAP before creating new ones
 Free Solution Manager Training can be found in the SAP Service
Marketplace
Real Experience. Real Advantage.
51
[ Your Turn!
Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com
925 North Point Parkway Suite 160
Alpharetta, GA 30005
http://www.RunE2E.com
Real Experience. Real Advantage.
52
[
]
 Thank you for participating.
Please remember to complete and return your
evaluation form following this session.
For ongoing education on this area of focus, visit the YearRound Community page at www.asug.com/yrc
[
Real Experience. Real Advantage.
SESSION CODE: 4608
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