ITM205 − IT Service Management in SAP Solution Manager

1 ITM205 IT Service Management in SAP Solution Manager Strategic Overview Public Speakers Las Vegas, Oct 19 - 23 Barcelona, Nov 10 - 12. David Birkenbach, SAP SE David Birkenbach, SAP SE. 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 2. 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.

2 SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 3. Agenda ITSM Overview Core ITSM. Usage rights ITSM in SAP Solution Manager New ITSM features ITSM Analytics SAP HANA innovations UI strategy 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 4. IT Service Management in SAP. Solution Manager Overview Public 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.

3 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. IT Service Management evolution in SAP Solution Manager SAP Solution Manager FP2 FP1 SP . SP10. SP05. SP01. Planned ITSM enhancements ITSM enhancements enhancements II. UI improvements I Service Order IT Service Mgmt. Service Catalog Mgmt. Management Analytics Operations Tasks SAP CRM EHP 2&3. ALM Integrations ITSM for SAP and feature integration SM EHP1 Business Roles Email inbound SM Application Incident Non-SAP Service Request Mg. Processing times, Management BP Substitution, Service Desk ITSM mobile app Central Inbox, . HTML 5 UI roles SAP JAM integration .. SAP SSM Work SAP Solution SAP IT SAP IT Enhanced SAP IT.

4 SSM CRM SSM CRM. Gui Centers Manager CRM Infrastructure Infrastructure SSM CRM Infrastructure WebClient Mgmt. WebClient Mgmt. Mgmt. WebClient WebClient 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 7. SAP Solution Manager verified for ITIL Service Lifecycle SAP Solution Manager 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. SAP Solution Manager as the central ITIL platform System Landscape for Integrated IT Service Management SAP ERP*. Financial Management IT Service Management Infrastructure Mgmt.*. Incident Management Problem Management IT Service Desk Service Level Management SAP IT. Release & Deployment Management Change Management Service Asset & Configuration Mgmt.

5 Request Fulfillment Service Catalog Management Service Portfolio Management Availability Management Event Management Capacity Management IT Service Continuity Mgmt. SAP Solution Manager * separate license required 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 9. IT Service Management Roles Predefined UI templates Operations Service Business User 1st Level Support Call Agent 2nd / 3rd Level Support Incident Problem Manager Manager Self Service Portal or mobile App IT Service Desk ITSM ITSM . Dispatcher Professional Professional ITSM 1st Level Support SAP Frontend Pre-Clarification, Search, Dispatching Email Inbound 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 10. SAP IT Service Management on SAP Solution Manager Organizational Tailoring SAP ITSM. End User Self Service Mobile App / 3rd party ALM Process SAP Frontend E-Mail / Phone Portal Help Desk Integration Integration Support message ERP.

6 SAP. Service Order Service Request Incident Problem Task Requirement Request for Knowledge Change Articles Mgmt. Change Normal, Urgent, General Software Infrastructure Execution (ALM). CTS+, RCA. 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 11. Service Asset & Configuration Management SAP Solution Manager as a Service Knowledge Management System(SKMS). CMDBs Several CMDBs in one Service Knowledge Management System main central CMDB in Scan Applications (ITIL terminology). SAP Solution Manager (SAP & 3rdparty). Services User, Org Infrastructure items via Units, Partner add-on tool. Purchase IT Asset Management Storage of all relevant IT. in ERP Business ( Monitors) Central CMDB Processes information in a single system ( SKMS). Auto- Iobjects: - 100213 PR1 SAP. Knowledge Connection to other IT Infrastrucure Discovery ( devices). ERP CMDBs can be - 100214 Senseye LED G22 SLAs, implemented - 100215 Router contracts NetgearN150 Manual creation of Config - SP 10.

7 Manual, Other, items possible 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 12. Business Process Automation with ERP integrations ERP for Your Business IT Management Suite Demand, Project, and Portfolio Management Financial Management & Controlling Service , Application, and Project Portfolio Management IT Reporting Project Management Risk and IT Service Management Configuration Management Compliance Management Services Catalog ( Service Design & Delivery). Dashboards Budget Incident Management Change Management Marketing and Sales;. Customer Satisfaction Effort & Cost Asset Sourcing Purchase Order Infrastructure Management Hardware, Network, Operating System and Database Human Resources Working Time Infrastructure Assets and Inventory 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 13. Simplified usage rights SAP Enterprise Support customers can use IT Service Management processes now for their entire IT.

8 SAP has simplified the usage rights for Required named user licenses for non-SAP. SAP Enterprise ITSM processors are more affordable. Support customers 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. SAP Solution Manager ITSM Usage Rights Simplification and expansion Our mission: Simplified usage rights, easy to understand and beneficial SAP Solution Manager for customer shall be SAP for our customers used for internal or enterprise wide IT - only. SAP Solution Manager usage for partner ( VAR) and Service Provider, etc., might have different definitions of usage rights. Contact your SAP partner Manager . 3 steps to check the ITSM usage rights in SAP Solution Manager Scope Named user Capabilities 1 Depending on your 2 Check which user 3 Which valuable support agreement roles might need add-ons are there might be SAP named user available to extend restrictions in licenses.

9 The ITSM scenario usage and which are included? 2015 SAP SE or an SAP affiliate company. All rights reserved. Public 15. SAP Solution Manager ITSM Usage Rights Core capabilities and typical ITSM extensions All ITSM processes in SAP Solution Manager can Additional licensing required to leverage the ITSM. 3 be used for SAP Enterprise Support customers scenarios. SAP CRM functionalities beyond the ITSM core Solution are also included, Following SAP solutions are NOT included the SAP Solution Manager usage such as*: rights given with the support agreement*: Survey, for PCC, Service Request specific data SAP JAM which can be integrated in ITSM scenarios to share and communicate in a social media platform. Time recording & Service confirmation transfer in ERP (HR). ITSM Reporting beyond internal BW and predelivered Dashboards, Service contracts, , to manage Service Level agreements SAP HANA Live Content, SAP Lumira, SAP BO Dashboard Design Any T-Rex functionality, including simple search and enterprise search SAP Project & Portfolio Management for IT innovation processes, IT.

10 Capabilities resources and portfolio Management or advanced business requirement Interaction Center UI in 1st Level IT Support process Middleware transfer of IT services into SAP ERP processes , Computer Telephony Integration Software or Chat functionality with SAP. finance and accounting Business Communication Management (SAP BCM). Use of Mobile ITSM apps (android and iOS, SAP Fiori) Automation of Service Request Fulfillment with SAP IT PA by Cisco Price determinations of IT Services Configuration & Asset Mgmt for infrastructure items with SAP IT. Business requirement Management Infrastructure Management Web shop Catalog for IT Service Ordering, 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. ITSM in SAP Solution Manager Public SAP Solution Manager Upgrade details The upgrade from SAP Solution Manager to is standard Relevant for all customers: No CRM issues this time: SAP Solution Manager does not contain a new SAP CRM release.