SAP Solution Manager – Change Request …

1 SAP SolutionManager ChangeRequest ManagementSAP Solution Manager Product ManagementSAP AGProject ActivitiesAdministration ActivitiesChange Request ManagementMaintenance ActivitiesChange RequestManagement Follows itil standards Maintenance processesSAP Solution Manager ScenariosService Desk Best Practicesfor messaging Integration of3rd-party help desks Solution ManagerDiagnosticsSolution Monitoring System monitoring Business process monitoring Central system administration Solution reporting Service Level reporting SAP EarlyWatch AlertUpgrade ofSAP solutions SAP methods & tools E-learning mgmt.

2 Test managementImplementation ofSAP solutions SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test managementCOREBUSINESSPROCESSESD elivery ofSAP Services Onsite/remote services Issue ManagementRequired for the delivery ofSAP Standard Support Services= SAP 2007 / Page 3 SAP Solution Manager attacks known CostDriversHardware upgradeTechnical upgrade (Downtime) & preparationModification adjustment / New functionality0%5%10%15%20%25%30%Project managementEnd-User trainingTest organization and executionChange ManagementE-Learning ManagementTest ManagementRoadmapSAP Solution ManagerSAP Downtime AssessmentSAP Modification Clearing ServiceSAP Test ManagementOptimizationSAP SolutionSAP SolutionManageras Service PlatformUpgrade Services SAP 2007 / Page 4 Story Line.

3 Change Request ManagementAn effective application management is key forcompanies to stay ahead of competitionSAP s scope of application management includes alltypes of application changes Emergency corrections Periodic maintenance Business process changes, implementation and upgrade projectsChange Request Management strengthens the strategyof SAP Solution Manager as SAP s applicationmanagement platform which Ensures reliability Reduces Total Cost of Ownership and increases Total Solution Value Bridges the gap between business requirements and IT administration SAP 2007 / Page 5 Change Request ManagementSAP's vision of application management includes all types ofapplication changes Emergency corrections Periodic maintenance Implementation and

4 Upgrade projectsITIL Scenario Change ManagementRegistration andClassificationApprovalEvaluation / PostImplementation ReviewChangeManage-mentBuildingTestingIm plementationProgram/ProjectManage-mentMo nitoring andPlanningAuthorization andImplementationChangeMonitoring SAP 2007 / Page 6 SAP Solution ManagerThree Tiers of Change Request Management Management of allchange requests Change requestcategorization Changedocumentation Approvalworkflow Status reporting Complete changehistoryChange Admin Customizing &Development(Realization) Test execution Seamlessintegration intoTMS Transportscheduling TransporttrackingChange LogisticsProject Management Project planning &budgeting Projectdocumentation Customizing &Development(Specifications) Test management SAP 2007 / Page 7 Typical Questions to be answered by ChangeRequest Management ReportingWhichchange requests are in By status, type, next steps , maintenance windowHow longdo Change requests take to be completed?

5 Per organization, user, type, stepWhichtransports belong to which Change Request and vice versa?Whatis the current transport status (in which system)?How manyincidents triggered a Change Request ? Per organization, SAP componentHow manychange requests were declined? Per organization, user, type, by whom and why SAP 2007 / Page 8 Change Request Management Roles in categorizes, approves and monitors Change is the steering committee in the Change management implements a Change and hands over to the tests a Change , sets status in the Change takes care of software creates a service message or a Change Request handles the service message and creates a Change Request .

6 SAP 2007 / Page 9 RequestorService DeskEmployeeChangeManagerDeveloperTester IT OperatorProfile: RequestorResponsibility:To provide information of the individual, or the organization which requests the describe the Change required in all identify the priority of the Request and describe why the capability is needed and theimpact if the desired capability is not provided. SAP 2007 / Page 10 Profile: Service Desk EmployeeResponsibility:To act as the central point of contact between the User and IT Service Management.

7 To handleIncidents and requests, and provide an interface for other activities such as Change , Problem,Configuration, Release, Service Level, and IT Service Continuity Management:The primary goal of the Incident Management process is to restore normal service operation asquickly as possible and with minimum disruption to the business, thus ensuring that the bestachievable levels of availability and service are Management:The primary goal of the Problem Management process is to minimize the adverse effect on thebusiness of Incidents and Problems caused by errors in the infrastructure, and to proactivelyprevent the occurrence of Incidents, Problems, and errors.

8 SAP 2007 / Page 11 Profile: Change ManagerResponsibility:To ensure that standardized methods and procedures are used for efficient and prompt handling of allChanges, in order to minimize the impact of any related Incidents upon accept, or reject Change monitor the Change Management release Changes for production. SAP 2007 / Page 12 Profile: Change Advisory BoardResponsibility:The Change Advisory Board (CAB) considers Change Requests, and in the light of the business needmakes recommendations as to whether they should be accepted and implemented, or are based upon the impact on existing services, the cost of Change , and otherrelevant factors.

9 The CAB members are chosen to ensure all Changes can be adequately assessedfrom both the business and technical viewpoint. The CAB members are likely to include: Change Manager , chairing the process Relevant IT staff Suppliers, maintainers and developers Customers and Users Office services and other non-IT supporting services Experts/ technical consultants SAP 2007 / Page 13 Profile: DeveloperResponsibility:To implement and document a Change in the development system, to provide adequate test cases, orupdate existing ones.

10 SAP 2007 / Page 14 Profile: TesterResponsibility:To follow instructions in the relevant test cases and testify that the Change has been promotedcorrectly into the consolidation environment. If a Change causes incidents in the consolidationenvironment, it is the testers duty to set the Change back into development. SAP 2007 / Page 15 Profile: IT OperatorResponsibility:To provide support if the Change Management process is impeded in any import the Change into the production environment. SAP 2007 / Page 16 Project ActivitiesAdministration ActivitiesChange Request ManagementMaintenance ActivitiesMaintenance ProjectMaintenance CycleUrgent CorrectionNormal CorrectionTest MessageHarmonizing Maintenance ActivitiesSAP Solution Manager Project (Maintenance Project)UrgentCorrections(independent of MC)NormalCorrectionsHarmonizationMainten ance CycleHarmonizationHarmonizationDevelopme ntw/o releaseDevelopmentw/ releaseGo-LiveTestcProjectTestmessages(d uring integration test)