IT Service Management in SAP Solution Manager
Up to date for Release 7.1
(Sprache: Englisch)
Stay ahead of the curve with IT Service Management (ITSM)! This comprehensive guide provides everything you'll need to work effectively with the latest versions of ChaRM and Application Incident Management (the new Service Desk).
You'll get an overview...
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Stay ahead of the curve with IT Service Management (ITSM)! This comprehensive guide provides everything you'll need to work effectively with the latest versions of ChaRM and Application Incident Management (the new Service Desk).
You'll get an overview of ITSM, its user interfaces, and how to prepare your system to support it. If you're already familiar with ITSM, skip ahead to find in-depth configuration and functionality details on AIM and ChaRM. Follow step-by-step instructions and screenshots that explain what these different tools accomplish, how to configure them, and how to use them. You'll also learn how to work with the software with expert, practical tips and best practices gained from the author's experience. With this all-in-one resource to ITSM, you'll be using the new and improved functionalities in SAP Solution Manager in no time!Highlights Include:Application Incident Management (AIM)
Change Request Management (ChaRM)
SAP CRM Web UI
Application Lifecycle Management integration
Roles and responsibilities
End-to-end setup activities
Approval management procedures
Transport Management System
SAP and non-SAP changes
Deltas between 7.0 and 7.1
Reporting and analytics
Core and extended ITSM features
Inhaltsverzeichnis zu „IT Service Management in SAP Solution Manager “
Introduction ... 21
PART I: Introduction ... 27
1. An Overview of IT Service Management ... 29
1.1 ... Overview of ITIL and IT Service Management ... 30
1.2 ... Application Lifecycle Management in SAP ... 33
1.3 ... Incident Management ... 39
1.4 ... Service Request Management ... 43
1.5 ... Problem Management ... 46
1.6 ... Change Management ... 51
1.7 ... Integration of ALM and ITSM ... 53
1.8 ... Summary ... 54
2. User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1 ... 57
2.1 ... SAP CRM Web User Interface ... 57
2.2 ... Work Centers ... 82
2.3 ... Summary ... 88
3. Preparing Your SAP Solution Manager System to Support SAP ITSM Functions ... 89
3.1 ... Post-Installation and Technical Setup ... 90
3.2 ... Authorization Roles and Security Concept ... 106
3.3 ... Master Data Maintenance ... 109
3.4 ... Adapting the SAP CRM Web UI: Configuration and Personalization ... 128
3.5 ... Summary ... 151
PART II: Application Incident Management ... 153
4. An Overview of Application Incident Management ... 155
4.1 ... Goals and Motivation ... 155
4.2 ... Architecture and Infrastructure ... 158
4.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 161
4.4 ... SAP CRM Web UI for Creating, Processing, and Tracking ... 174
4.5 ... Summary ... 176
5. Application Incident Management EndUser Roles and Process Flows ... 179
5.1 ... Roles in Application Incident Management ... 179
5.2 ... Incident Management Process ... 188
5.3 ... Problem Management Process ... 205
5.4 ... Service Request Management Process ... 213
5.5 ... Summary ... 219
6. Integration into Application Lifecycle Management ... 221
6.1 ... Design and Build Phases ... 222
6.2 ... Test Phase ... 226
6.3 ... Deploy Phase ... 233
6.4 ... Operate Phase ... 234
6.5 ... Summary ... 237
... mehr
7. Channels for Creating and Resolving Incidents and Problems ... 239
7.1 ... Inbound Channels ... 240
7.2 ... Follow-Ups ... 250
7.3 ... Summary ... 259
8. Core Features of Application Incident Management ... 261
8.1 ... Business Roles and Predefined User Interfaces ... 262
8.2 ... Details ... 268
8.3 ... Text Management ... 280
8.4 ... Related Test Cases ... 286
8.5 ... SAP Collaboration ... 288
8.6 ... SAP Notes ... 299
8.7 ... Attachments ... 303
8.8 ... Checklists ... 306
8.9 ... Scheduled Actions ... 308
8.10 ... Processing Log ... 310
8.11 ... Related Transactions ... 311
8.12 ... Summary ... 312
9. Additional Features of Application Incident Management ... 315
9.1 ... Time Recording ... 315
9.2 ... Service Level Management ... 321
9.3 ... Dispatching Messages to the Support Team ... 330
9.4 ... Knowledge Articles ... 337
9.5 ... Summary ... 349
10. Functional Configuration for Application Incident Management ... 351
10.1 ... Chapter Overview ... 352
10.2 ... Partner Determination Procedure ... 356
10.3 ... Support Team Determination ... 365
10.4 ... Time Recording ... 385
10.5 ... Categorization ... 390
10.6 ... Text Management ... 413
10.7 ... Status Profile ... 424
10.8 ... SLA Escalation ... 439
10.9 ... Actions and Conditions ... 452
10.10 ... Priorities ... 463
10.11 ... Additional Capabilities ... 470
10.12 ... Summary ... 482
PART III: Change Request Management ... 485
11. An Overview of Change Request Management ... 487
11.1 ... Goals and Motivation ... 488
11.2 ... Architecture and Infrastructure ... 491
11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499
11.4 ... Web UI for Creating, Processing, and Tracking ... 526
11.5 ... Summary ... 528
12. Change Request Management End-User Roles and Process Flows ... 529
12.1 ... ChaRM in the SAP Ecosystem ... 529
12.2 ... Roles in Change Request Management ... 531
12.3 ... Request for Change Process ... 536
12.4 ... Key Differences between Normal and Urgent Changes ... 552
12.5 ... Normal Change Process ... 558
12.6 ... Urgent Change Process ... 575
12.7 ... Administrative Change Process ... 588
12.8 ... General Change Process ... 595
12.9 ... Defect Correction Process ... 604
12.10 ... Summary ... 614
13. Additional Features of Change Request Management ... 615
13.1 ... Retrofit ... 615
13.2 ... Cross-System Object Lock (CSOL) ... 627
13.3 ... Critical Object Check ... 639
13.4 ... Managing Changes for Non-ABAP Systems ... 643
13.5 ... Summary ... 644
14. Enabling the Transport Management System for Change Request Management ... 647
14.1 ... What You Should Know Before Setting up TMS for ChaRM ... 647
14.2 ... Enabling the Transport Management System for ChaRM ... 651
14.3 ... Summary ... 658
15. Functional Configuration for Change Request Management ... 659
15.1 ... Chapter Overview ... 660
15.2 ... Basic Configuration ... 664
15.3 ... Standard Configuration ... 670
15.4 ... Enabling SAP ITSM Process Integration ... 674
15.5 ... Adapting Standard Change Request Management Workflow ... 683
15.6 ... Approval Settings ... 699
15.7 ... Extended Configuration ... 709
15.8 ... Additional Features ... 721
15.9 ... Summary ... 729
16. Maintenance and Project Administration Activities ... 731
16.1 ... Implementation and Maintenance Projects ... 731
16.2 ... Maintenance and Project Cycles ... 747
16.3 ... Completing the Maintenance or Project Cycle ... 766
16.4 ... Maintenance Cycle Strategy ... 770
16.5 ... IMG and CTS Projects ... 773
16.6 ... Summary ... 777
PART IV: Reporting and Analytics ... 779
17. Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM ... 781
17.1 ... SAP IT Service Management Analytics Overview ... 782
17.2 ... SAP IT Service Management Analytics Capabilities ... 784
17.3 ... SAP Solution Manager with SAP NetWeaver BW ... 794
17.4 ... Summary ... 803
18. Change Request Management Reporting and Analytics ... 805
18.1 ... Introduction to Change Request Management Reporting ... 805
18.2 ... Components of Change Request Management Reporting ... 807
18.3 ... Transport Request Tracking ... 816
18.4 ... Other Change Request Management Reports ... 824
18.5 ... Summary ... 826
Appendices ... 827
A ... Lessons Learned When Implementing SAP ITSM Functions ... 829
B ... Upgrading to SAP Solution Manager 7.1 ... 863
C ... The Author ... 883
Index ... 885
7.1 ... Inbound Channels ... 240
7.2 ... Follow-Ups ... 250
7.3 ... Summary ... 259
8. Core Features of Application Incident Management ... 261
8.1 ... Business Roles and Predefined User Interfaces ... 262
8.2 ... Details ... 268
8.3 ... Text Management ... 280
8.4 ... Related Test Cases ... 286
8.5 ... SAP Collaboration ... 288
8.6 ... SAP Notes ... 299
8.7 ... Attachments ... 303
8.8 ... Checklists ... 306
8.9 ... Scheduled Actions ... 308
8.10 ... Processing Log ... 310
8.11 ... Related Transactions ... 311
8.12 ... Summary ... 312
9. Additional Features of Application Incident Management ... 315
9.1 ... Time Recording ... 315
9.2 ... Service Level Management ... 321
9.3 ... Dispatching Messages to the Support Team ... 330
9.4 ... Knowledge Articles ... 337
9.5 ... Summary ... 349
10. Functional Configuration for Application Incident Management ... 351
10.1 ... Chapter Overview ... 352
10.2 ... Partner Determination Procedure ... 356
10.3 ... Support Team Determination ... 365
10.4 ... Time Recording ... 385
10.5 ... Categorization ... 390
10.6 ... Text Management ... 413
10.7 ... Status Profile ... 424
10.8 ... SLA Escalation ... 439
10.9 ... Actions and Conditions ... 452
10.10 ... Priorities ... 463
10.11 ... Additional Capabilities ... 470
10.12 ... Summary ... 482
PART III: Change Request Management ... 485
11. An Overview of Change Request Management ... 487
11.1 ... Goals and Motivation ... 488
11.2 ... Architecture and Infrastructure ... 491
11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499
11.4 ... Web UI for Creating, Processing, and Tracking ... 526
11.5 ... Summary ... 528
12. Change Request Management End-User Roles and Process Flows ... 529
12.1 ... ChaRM in the SAP Ecosystem ... 529
12.2 ... Roles in Change Request Management ... 531
12.3 ... Request for Change Process ... 536
12.4 ... Key Differences between Normal and Urgent Changes ... 552
12.5 ... Normal Change Process ... 558
12.6 ... Urgent Change Process ... 575
12.7 ... Administrative Change Process ... 588
12.8 ... General Change Process ... 595
12.9 ... Defect Correction Process ... 604
12.10 ... Summary ... 614
13. Additional Features of Change Request Management ... 615
13.1 ... Retrofit ... 615
13.2 ... Cross-System Object Lock (CSOL) ... 627
13.3 ... Critical Object Check ... 639
13.4 ... Managing Changes for Non-ABAP Systems ... 643
13.5 ... Summary ... 644
14. Enabling the Transport Management System for Change Request Management ... 647
14.1 ... What You Should Know Before Setting up TMS for ChaRM ... 647
14.2 ... Enabling the Transport Management System for ChaRM ... 651
14.3 ... Summary ... 658
15. Functional Configuration for Change Request Management ... 659
15.1 ... Chapter Overview ... 660
15.2 ... Basic Configuration ... 664
15.3 ... Standard Configuration ... 670
15.4 ... Enabling SAP ITSM Process Integration ... 674
15.5 ... Adapting Standard Change Request Management Workflow ... 683
15.6 ... Approval Settings ... 699
15.7 ... Extended Configuration ... 709
15.8 ... Additional Features ... 721
15.9 ... Summary ... 729
16. Maintenance and Project Administration Activities ... 731
16.1 ... Implementation and Maintenance Projects ... 731
16.2 ... Maintenance and Project Cycles ... 747
16.3 ... Completing the Maintenance or Project Cycle ... 766
16.4 ... Maintenance Cycle Strategy ... 770
16.5 ... IMG and CTS Projects ... 773
16.6 ... Summary ... 777
PART IV: Reporting and Analytics ... 779
17. Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM ... 781
17.1 ... SAP IT Service Management Analytics Overview ... 782
17.2 ... SAP IT Service Management Analytics Capabilities ... 784
17.3 ... SAP Solution Manager with SAP NetWeaver BW ... 794
17.4 ... Summary ... 803
18. Change Request Management Reporting and Analytics ... 805
18.1 ... Introduction to Change Request Management Reporting ... 805
18.2 ... Components of Change Request Management Reporting ... 807
18.3 ... Transport Request Tracking ... 816
18.4 ... Other Change Request Management Reports ... 824
18.5 ... Summary ... 826
Appendices ... 827
A ... Lessons Learned When Implementing SAP ITSM Functions ... 829
B ... Upgrading to SAP Solution Manager 7.1 ... 863
C ... The Author ... 883
Index ... 885
... weniger
Autoren-Porträt von Nathan Williams
Williams, NathanNathan Williams is a senior SAP management and technology consultant with a prominent concentration in SAP Application Lifecycle Management and SAP Solution Manager. Coordinating with IT, business, and program management teams, he has effectively defined strategies and roadmaps to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. Nathan is also experienced with all technical configuration aspects of SAP Solution Manager, including security, Basis, and SAP CRM. You may contact Nathan at nwilliams@keenfusion.com.
Bibliographische Angaben
- Autor: Nathan Williams
- 2013, 903 Seiten, Masse: 18,7 x 23,8 cm, Gebunden, Englisch
- Verlag: SAP Press
- ISBN-10: 1592294405
- ISBN-13: 9781592294404
- Erscheinungsdatum: 29.03.2013
Sprache:
Englisch
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