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IT Service Management in SAP Solution Manager

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Product Details

ISBN:
978-1-59229-440-4
Author:
Nathan Williams
Type:
Hardcover, 892 pages
Year:
2013

Product Description and Table of Contents

•    Understand how to process all of your service, problem, and change requests
•    Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk)
•    Find practical advice and best practices
•    Up to date for release 7.1


Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that—and this book provides everything you need to know to take advantage of it! You’ll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.

Comprehensive Introduction
Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.

Major Tools in IT Service Management
Obtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.

Configuration Steps
Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.

Reporting and Analytics
Understand how to use key KPI-based reporting features and dashboards to monitor progress and status.

SAP Solution Manager 7.0 vs. 7.1
Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading.

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


The Author

Nathan Williams is a senior SAP management and technology consultant with a prominent concentration in the area of SAP Application Lifecycle Management and SAP Solution Manager. He’s a frequent contributor to SAPexperts and SAPinsider, and a speaker at SAP TechEd and other conferences.

Table of Contents

  • ... Introduction ... 21
  • PART I ... Introduction ... 27
  • 1 ... An Overview of IT Service Management ... 29
  • 1.1 ... Overview of ITIL and IT Service Management ... 30
  • 1.1.1 ... Background ... 30
  • 1.1.2 ... What Is ITIL? ... 31
  • 1.1.3 ... IT Service Management Roadmap ... 32
  • 1.2 ... Application Lifecycle Management in SAP ... 33
  • 1.2.1 ... Main Components of Application Lifecycle Management ... 34
  • 1.2.2 ... ITIL’s Six Phases of Application Lifecycle Management ... 37
  • 1.3 ... Incident Management ... 39
  • 1.3.1 ... Overview of Incident Management ... 40
  • 1.3.2 ... Incident Management According to ITIL ... 41
  • 1.3.3 ... Incident Management in SAP Solution Manager ... 42
  • 1.4 ... Service Request Management ... 43
  • 1.4.1 ... Overview of Service Request Management ... 44
  • 1.4.2 ... Service Request Management According to ITIL ... 44
  • 1.4.3 ... Service Request Management in SAP Solution Manager ... 45
  • 1.5 ... Problem Management ... 46
  • 1.5.1 ... Overview of Problem Management ... 46
  • 1.5.2 ... Problem Management According to ITIL ... 47
  • 1.5.3 ... Problem Management in SAP Solution Manager ... 50
  • 1.6 ... Change Management ... 51
  • 1.6.1 ... Overview of Change Management ... 52
  • 1.6.2 ... Change Management According to ITIL ... 52
  • 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
  • 2.1.1 ... Key Features ... 59
  • 2.1.2 ... Navigating the SAP CRM Web UI ... 64
  • 2.1.3 ... Role-Specific Views ... 67
  • 2.1.4 ... Architecture ... 70
  • 2.2 ... Work Centers ... 82
  • 2.2.1 ... What Is a Work Center in SAP Solution Manager? ... 83
  • 2.2.2 ... Key Features of SAP Solution Manager Work Centers ... 83
  • 2.2.3 ... Navigating the Work Centers ... 85
  • 2.2.4 ... Architecture of SAP Solution Manager Work Centers ... 85
  • 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
  • 3.1.1 ... Overview ... 90
  • 3.1.2 ... System Preparation ... 92
  • 3.1.3 ... Basic Configuration ... 97
  • 3.1.4 ... IT Service Management ... 98
  • 3.2 ... Authorization Roles and Security Concept ... 106
  • 3.2.1 ... Incident Management User Roles ... 106
  • 3.2.2 ... Change Request Management ... 107
  • 3.2.3 ... Security Concept ... 109
  • 3.3 ... Master Data Maintenance ... 109
  • 3.3.1 ... Business Partners ... 110
  • 3.3.2 ... Organizational Model ... 115
  • 3.3.3 ... iBase ... 120
  • 3.3.4 ... Number Ranges ... 122
  • 3.4 ... Adapting the SAP CRM Web UI: Configuration and Personalization ... 128
  • 3.4.1 ... Business Role SOLMANPRO ... 129
  • 3.4.2 ... Business Role Maintenance ... 131
  • 3.4.3 ... Adapting the Business Role ... 133
  • 3.4.4 ... Personalizing the SAP CRM Web UI Layout ... 142
  • 3.4.5 ... Configuring the SAP CRM Web UI Layout ... 145
  • 3.5 ... Summary ... 151
  • PART II ... Application Incident Management ... 153
  • 4 ... An Overview of Application Incident Management ... 155
  • 4.1 ... Goals and Motivation ... 155
  • 4.1.1 ... The Evolution of SAP Service Desk ... 156
  • 4.1.2 ... Application Incident Management in a Nutshell ... 156
  • 4.1.3 ... The Goal of Application Incident Management ... 157
  • 4.2 ... Architecture and Infrastructure ... 158
  • 4.2.1 ... IT Service Desk ... 159
  • 4.2.2 ... Operability with Related Components ... 160
  • 4.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 161
  • 4.3.1 ... Release 7.1-Based Transaction Types ... 162
  • 4.3.2 ... New Features in SAP ITSM ... 163
  • 4.3.3 ... Enhanced Features ... 172
  • 4.4 ... SAP CRM Web UI for Creating, Processing, and Tracking ... 174
  • 4.4.1 ... Overview ... 174
  • 4.4.2 ... Application Incident Management Web UI ... 175
  • 4.5 ... Summary ... 176
  • 5 ... Application Incident Management EndUser Roles and Process Flows ... 179
  • 5.1 ... Roles in Application Incident Management ... 179
  • 5.1.1 ... Designing a Tiered Support Structure ... 180
  • 5.1.2 ... Active Users ... 184
  • 5.1.3 ... External/Background Roles ... 186
  • 5.2 ... Incident Management Process ... 188
  • 5.2.1 ... Breaking Down the Process of Incident Management ... 189
  • 5.2.2 ... Find Incident ... 190
  • 5.2.3 ... Receive Incident ... 194
  • 5.2.4 ... Search for Solution ... 198
  • 5.2.5 ... Dispatch Incident ... 201
  • 5.2.6 ... Provide Solution ... 204
  • 5.3 ... Problem Management Process ... 205
  • 5.3.1 ... Breaking Down the Process of Problem Management ... 206
  • 5.3.2 ... Find Problem ... 207
  • 5.3.3 ... Receive Problem ... 207
  • 5.3.4 ... Search for Solution ... 210
  • 5.3.5 ... Forward Problem ... 210
  • 5.3.6 ... Provide Solution ... 210
  • 5.4 ... Service Request Management Process ... 213
  • 5.4.1 ... Breaking Down the Process of Service Request Management ... 214
  • 5.4.2 ... Find or Create Service Request ... 215
  • 5.4.3 ... Receive Service Request ... 216
  • 5.4.4 ... Complete Checklist Item ... 217
  • 5.4.5 ... Access Workflow Task ... 218
  • 5.5 ... Summary ... 219
  • 6 ... Integration into Application Lifecycle Management ... 221
  • 6.1 ... Design and Build Phases ... 222
  • 6.1.1 ... Design Phase (Business Blueprint) ... 222
  • 6.1.2 ... Build Phase (Configuration) ... 225
  • 6.2 ... Test Phase ... 226
  • 6.2.1 ... Test Case Errors ... 227
  • 6.2.2 ... Relating Test Cases to Incidents ... 230
  • 6.3 ... Deploy Phase ... 233
  • 6.4 ... Operate Phase ... 234
  • 6.4.1 ... Technical Monitoring Alerts ... 234
  • 6.4.2 ... Business Process Monitoring Alerts ... 236
  • 6.5 ... Summary ... 237
  • 7 ... Channels for Creating and Resolving Incidents and Problems ... 239
  • 7.1 ... Inbound Channels ... 240
  • 7.1.1 ... SAP Frontend Integration ... 241
  • 7.1.2 ... Web Self-Service: SAP CRM Web UI ... 245
  • 7.1.3 ... Web Self-Service: Work Center ... 247
  • 7.1.4 ... Interaction Center ... 248
  • 7.1.5 ... Email ... 248
  • 7.2 ... Follow-Ups ... 250
  • 7.2.1 ... SAP Support ... 251
  • 7.2.2 ... Request for Change ... 253
  • 7.2.3 ... External Help Desk Integration ... 254
  • 7.2.4 ... Tasks ... 258
  • 7.3 ... Summary ... 259
  • 8 ... Core Features of Application Incident Management ... 261
  • 8.1 ... Business Roles and Predefined User Interfaces ... 262
  • 8.1.1 ... SAP ITSM End User ... 263
  • 8.1.2 ... SAP ITSM Level 1 Support UI ... 265
  • 8.1.3 ... SAP ITSM Professional UI ... 266
  • 8.1.4 ... Hide Unused Assignment Blocks ... 267
  • 8.2 ... Details ... 268
  • 8.2.1 ... Categorization ... 269
  • 8.2.2 ... Processing Data ... 273
  • 8.2.3 ... Relationships ... 276
  • 8.2.4 ... Object Relationships ... 278
  • 8.3 ... Text Management ... 280
  • 8.3.1 ... Text Description ... 280
  • 8.3.2 ... Text Log ... 285
  • 8.4 ... Related Test Cases ... 286
  • 8.4.1 ... Template ID ... 287
  • 8.4.2 ... Test Package ... 287
  • 8.4.3 ... Status Text ... 288
  • 8.5 ... SAP Collaboration ... 288
  • 8.5.1 ... Overview ... 289
  • 8.5.2 ... SAP xSearch ... 289
  • 8.5.3 ... System Data ... 291
  • 8.5.4 ... Prerequisites ... 292
  • 8.5.5 ... SAP Component ... 292
  • 8.5.6 ... Additional Information ... 295
  • 8.5.7 ... Summary & Send ... 296
  • 8.5.8 ... Additional Activities ... 297
  • 8.6 ... SAP Notes ... 299
  • 8.6.1 ... SAP Note Search Options ... 300
  • 8.6.2 ... Integrated Capabilities ... 301
  • 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
  • 9.1.1 ... Overview ... 315
  • 9.1.2 ... Factors of Time Recording ... 316
  • 9.1.3 ... Process to Record Time ... 319
  • 9.2 ... Service Level Management ... 321
  • 9.2.1 ... Overview ... 322
  • 9.2.2 ... Key Concepts ... 322
  • 9.2.3 ... Assignment Block Details ... 324
  • 9.2.4 ... Date Types ... 327
  • 9.2.5 ... Date Durations ... 328
  • 9.2.6 ... Calculating IRT and MPT ... 329
  • 9.3 ... Dispatching Messages to the Support Team ... 330
  • 9.3.1 ... Overview ... 330
  • 9.3.2 ... Components for Rule Processing ... 331
  • 9.3.3 ... Options for Dispatching ... 334
  • 9.4 ... Knowledge Articles ... 337
  • 9.4.1 ... Overview ... 337
  • 9.4.2 ... User Interface ... 342
  • 9.4.3 ... Core Capabilities ... 344
  • 9.5 ... Summary ... 349
  • 10 ... Functional Configuration for Application Incident Management ... 351
  • 10.1 ... Chapter Overview ... 352
  • 10.1.1 ... How This Chapter Is Structured ... 352
  • 10.1.2 ... Assumptions ... 353
  • 10.2 ... Partner Determination Procedure ... 356
  • 10.2.1 ... Create a New Partner Function ... 357
  • 10.2.2 ... Assign New Partner Function to Partner Determination Procedure ... 358
  • 10.2.3 ... Specify Partner Function Display in Transactions ... 360
  • 10.2.4 ... Maintain SAP CRM Web UI Settings for Partner Determination ... 362
  • 10.3 ... Support Team Determination ... 365
  • 10.3.1 ... Configuration Overview ... 365
  • 10.3.2 ... Create Application in the Business Rules Framework ... 366
  • 10.3.3 ... Create the Ruleset ... 368
  • 10.3.4 ... Create the Decision Table ... 370
  • 10.3.5 ... Create the Rule ... 376
  • 10.3.6 ... Simulate the Rule ... 378
  • 10.3.7 ... Set Actions for Support Team Determination ... 380
  • 10.3.8 ... Automatic Forwarding of Messages ... 381
  • 10.4 ... Time Recording ... 385
  • 10.4.1 ... Define Activity Descriptions and Values ... 385
  • 10.4.2 ... Time Recording Reminders ... 388
  • 10.5 ... Categorization ... 390
  • 10.5.1 ... Baseline Categorization Schema ... 392
  • 10.5.2 ... Assign Transaction Types to Catalog Categories ... 394
  • 10.5.3 ... Create/Modify Schema ... 396
  • 10.5.4 ... Assign Application Area ... 399
  • 10.5.5 ... Activate Categorization Schema ... 400
  • 10.5.6 ... Updating an Active Schema ... 401
  • 10.5.7 ... Add Additional Category Levels ... 402
  • 10.5.8 ... Adding a Second Categorization Block ... 404
  • 10.5.9 ... Importing Categorization Schema to Another System ... 409
  • 10.5.10 ... Solution Categorization ... 412
  • 10.6 ... Text Management ... 413
  • 10.6.1 ... Text Determination Procedures ... 414
  • 10.6.2 ... Text Formatting ... 418
  • 10.6.3 ... System Text Templates ... 420
  • 10.7 ... Status Profile ... 424
  • 10.7.1 ... Create New Status Value ... 426
  • 10.7.2 ... Authorization Keys ... 430
  • 10.7.3 ... Status Mapping ... 435
  • 10.7.4 ... Status Dependencies ... 436
  • 10.8 ... SLA Escalation ... 439
  • 10.8.1 ... Define Service and Response Profiles ... 439
  • 10.8.2 ... Define SLA Determination Procedure ... 444
  • 10.8.3 ... Define Settings for Durations ... 446
  • 10.8.4 ... Specify Customer Time Status ... 447
  • 10.8.5 ... Adjust Thresholds for IRT and MPT Status ... 449
  • 10.8.6 ... Schedule Escalation Background Job ... 449
  • 10.8.7 ... Activate SLA Escalations ... 451
  • 10.9 ... Actions and Conditions ... 452
  • 10.9.1 ... Automatic Email Notifications ... 452
  • 10.10 ... Priorities ... 463
  • 10.10.1 ... Priority Values ... 463
  • 10.10.2 ... Impact, Urgency, Recommended Priority Values ... 468
  • 10.11 ... Additional Capabilities ... 470
  • 10.11.1 ... Customer-Specific Application Components ... 471
  • 10.11.2 ... Create Follow-Up Document ... 474
  • 10.11.3 ... Processing Log ... 478
  • 10.11.4 ... Worklist ... 479
  • 10.12 ... Summary ... 482
  • PART III ... Change Request Management ... 485
  • 11 ... An Overview of Change Request Management ... 487
  • 11.1 ... Goals and Motivation ... 488
  • 11.1.1 ... Top Drivers for Change Control ... 488
  • 11.1.2 ... Addressing the Challenges, Constraints, and Requirements ... 488
  • 11.1.3 ... ChaRM in a Nutshell ... 489
  • 11.1.4 ... The Goal of ChaRM ... 490
  • 11.2 ... Architecture and Infrastructure ... 491
  • 11.2.1 ... Components of Change Request Management ... 491
  • 11.2.2 ... The Three Tiers of Change Request Management ... 496
  • 11.2.3 ... An Introduction to Change Transaction Types ... 498
  • 11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499
  • 11.3.1 ... Transaction Types ... 500
  • 11.3.2 ... Decoupling and Reassigning Transport Requests ... 501
  • 11.3.3 ... Change Project Assignment ... 503
  • 11.3.4 ... Status-Dependent Import of Transport Requests ... 507
  • 11.3.5 ... Process Improvements ... 507
  • 11.3.6 ... Preliminary Import for Normal Changes ... 512
  • 11.3.7 ... Changes Delivered in Assignment Blocks ... 514
  • 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
  • 12.2.1 ... Requester ... 533
  • 12.2.2 ... Service Employee ... 533
  • 12.2.3 ... Change Approver ... 533
  • 12.2.4 ... Change Advisory Board (CAB) ... 534
  • 12.2.5 ... Developer ... 535
  • 12.2.6 ... Tester ... 535
  • 12.2.7 ... IT Operator ... 535
  • 12.3 ... Request for Change Process ... 536
  • 12.3.1 ... Process and Tools ... 536
  • 12.3.2 ... Starting the Request for Change Process ... 539
  • 12.3.3 ... Subprocess: Scope Extension ... 548
  • 12.4 ... Key Differences between Normal and Urgent Changes ... 552
  • 12.4.1 ... Transport Request Handling ... 552
  • 12.4.2 ... Test Transports ... 553
  • 12.4.3 ... Maintenance Cycle ... 555
  • 12.4.4 ... Task List ... 557
  • 12.5 ... Normal Change Process ... 558
  • 12.5.1 ... Normal Change Process Overview ... 559
  • 12.5.2 ... End-User Roles in the Change Process ... 560
  • 12.6 ... Urgent Change Process ... 575
  • 12.6.1 ... Developer: Implements Change ... 576
  • 12.6.2 ... Tester: Tests Change ... 581
  • 12.6.3 ... Change Approver: Approves Change for Production Import ... 583
  • 12.6.4 ... IT Operator: Imports Change into Production ... 584
  • 12.7 ... Administrative Change Process ... 588
  • 12.7.1 ... IT Operator: Performs Administrative Activities ... 590
  • 12.7.2 ... Change Approver: Confirms Administrative Activities ... 593
  • 12.8 ... General Change Process ... 595
  • 12.8.1 ... Developer: Implements Change ... 596
  • 12.8.2 ... Tester: Tests Change ... 598
  • 12.8.3 ... Developer: Documents Change ... 600
  • 12.8.4 ... Change Approver: Evaluates and Confirms Change ... 602
  • 12.9 ... Defect Correction Process ... 604
  • 12.9.1 ... Tester: Creates Defect Correction ... 606
  • 12.9.2 ... Developer: Implements Defect Correction ... 607
  • 12.9.3 ... Tester: Tests Defect Correction ... 611
  • 12.10 ... Summary ... 614
  • 13 ... Additional Features of Change Request Management ... 615
  • 13.1 ... Retrofit ... 615
  • 13.1.1 ... Overview ... 616
  • 13.1.2 ... Retrofit Process Overview (High-Level) ... 618
  • 13.1.3 ... Retrofit in Use ... 624
  • 13.2 ... Cross-System Object Lock (CSOL) ... 627
  • 13.2.1 ... Overview ... 628
  • 13.2.2 ... Common Use Cases ... 632
  • 13.2.3 ... Cross-System Object Lock in Use ... 636
  • 13.3 ... Critical Object Check ... 639
  • 13.3.1 ... Overview ... 640
  • 13.3.2 ... Critical Object Check in Use ... 640
  • 13.4 ... Managing Changes for Non-ABAP Systems ... 643
  • 13.4.1 ... Overview ... 643
  • 13.4.2 ... CTS+ Integration into Change Request Management ... 644
  • 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
  • 14.1.1 ... Getting Started ... 648
  • 14.1.2 ... Import Strategy and Changes as of Release 7.1 ... 649
  • 14.2 ... Enabling the Transport Management System for ChaRM ... 651
  • 14.2.1 ... Define Transport Routes ... 652
  • 14.2.2 ... Activate Extended Transport Control ... 652
  • 14.2.3 ... Configure Transport Strategy ... 654
  • 14.2.4 ... Check Transport Domain Controller ... 656
  • 14.2.5 ... Add Import Authorizations ... 657
  • 14.2.6 ... Create RFC Destination Domain Controller ... 657
  • 14.3 ... Summary ... 658
  • 15 ... Functional Configuration for Change Request Management ... 659
  • 15.1 ... Chapter Overview ... 660
  • 15.1.1 ... How This Chapter Is Structured ... 660
  • 15.1.2 ... Assumptions ... 661
  • 15.1.3 ... Cross-ITSM Functionalities ... 663
  • 15.2 ... Basic Configuration ... 664
  • 15.2.1 ... Overview ... 665
  • 15.2.2 ... Integrate Change Request Management with SAP Solution Manager ... 665
  • 15.2.3 ... Activate SAP Solution Manager Services ... 668
  • 15.3 ... Standard Configuration ... 670
  • 15.3.1 ... Overview ... 670
  • 15.3.2 ... Set Project Assignment of Requests as Mandatory ... 670
  • 15.3.3 ... Specify Change Request Transaction Type ... 673
  • 15.4 ... Enabling SAP ITSM Process Integration ... 674
  • 15.4.1 ... Define General Copying Control Rules for Transaction Types ... 675
  • 15.4.2 ... Define Change Request Management Mapping Rules for Copying Control ... 678
  • 15.5 ... Adapting Standard Change Request Management Workflow ... 683
  • 15.5.1 ... Overview ... 683
  • 15.5.2 ... Status Administration ... 684
  • 15.5.3 ... Maintain Action Profile ... 691
  • 15.5.4 ... Maintain Conditions ... 695
  • 15.6 ... Approval Settings ... 699
  • 15.6.1 ... Overview ... 699
  • 15.6.2 ... Define Approval Settings and Assign Procedure to Transaction Type ... 700
  • 15.6.3 ... Approval Procedures Determined by Rule Modeler ... 707
  • 15.7 ... Extended Configuration ... 709
  • 15.7.1 ... Overview ... 709
  • 15.7.2 ... Critical Transport Objects ... 710
  • 15.7.3 ... Activate Cross-System Object Lock and Downgrade Protection ... 713
  • 15.7.4 ... Change Request Management Reporting Service ... 717
  • 15.7.5 ... Transport Request Import Strategy (Status-Dependent Imports) ... 719
  • 15.8 ... Additional Features ... 721
  • 15.8.1 ... View 7.0 Transaction Types in SAP CRM Web UI ... 721
  • 15.8.2 ... Define Risk Levels ... 723
  • 15.8.3 ... Adjust the Behavior of UI Objects by Status ... 724
  • 15.8.4 ... Define Which Transaction Types Must Be Completed with a Project Cycle ... 727
  • 15.9 ... Summary ... 729
  • 16 ... Maintenance and Project Administration Activities ... 731
  • 16.1 ... Implementation and Maintenance Projects ... 731
  • 16.1.1 ... Overview and Architecture ... 732
  • 16.1.2 ... Implementation, Template, and Upgrade Projects ... 735
  • 16.1.3 ... Maintenance Projects ... 737
  • 16.1.4 ... Creating an SAP Solution Manager Project ... 739
  • 16.2 ... Maintenance and Project Cycles ... 747
  • 16.2.1 ... Overview and Architecture ... 747
  • 16.2.2 ... Cycle Transaction ... 752
  • 16.2.3 ... Cycle Task List ... 754
  • 16.2.4 ... Project and Maintenance Cycle Phases ... 757
  • 16.2.5 ... Creating an SAP Solution Manager Maintenance Cycle ... 762
  • 16.3 ... Completing the Maintenance or Project Cycle ... 766
  • 16.3.1 ... Maintenance Cycles: Deciding Whether to Complete or Reuse ... 767
  • 16.3.2 ... Setting the Complete Phase: What to Expect ... 768
  • 16.4 ... Maintenance Cycle Strategy ... 770
  • 16.4.1 ... Example ... 771
  • 16.4.2 ... Common Scenarios ... 772
  • 16.5 ... IMG and CTS Projects ... 773
  • 16.5.1 ... Overview and Architecture ... 774
  • 16.5.2 ... Navigate IMG Project and CTS Data ... 774
  • 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
  • 17.1.1 ... SAP IT Service Management Analytics: Key Components ... 782
  • 17.1.2 ... Roles in SAP ITSM Analytics ... 783
  • 17.2 ... SAP IT Service Management Analytics Capabilities ... 784
  • 17.2.1 ... Search and Monitoring ... 784
  • 17.2.2 ... Interactive Reporting ... 792
  • 17.3 ... SAP Solution Manager with SAP NetWeaver BW ... 794
  • 17.3.1 ... SAP NetWeaver BW Integration into SAP ITSM Analytics ... 795
  • 17.3.2 ... SAP ITSM BW Dashboards ... 796
  • 17.3.3 ... SAP NetWeaver BW Reporting ... 799
  • 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
  • 18.2.1 ... Data Collection ... 807
  • 18.2.2 ... Retrieving the Data ... 808
  • 18.2.3 ... Data Display ... 810
  • 18.2.4 ... Status of Data ... 811
  • 18.2.5 ... Change Request Management Reporting: Use-Case Examples ... 812
  • 18.3 ... Transport Request Tracking ... 816
  • 18.3.1 ... Transport Request Tracking Capabilities ... 816
  • 18.3.2 ... Enabling the Change Request Reporting Service ... 822
  • 18.4 ... Other Change Request Management Reports ... 824
  • 18.4.1 ... Project Logistics ... 824
  • 18.4.2 ... Task Lists ... 825
  • 18.5 ... Summary ... 826
  • ... Appendices ... 827
  • A ... Lessons Learned When Implementing SAP ITSM Functions ... 829
  • A.1 ... Organizing an SAP ITSM Implementation ... 829
  • A.2 ... Blueprint and Design Considerations ... 848
  • A.3 ... System Configuration Approach ... 851
  • A.4 ... Positioning Yourself for a Successful Go-Live ... 853
  • A.5 ... Summary ... 861
  • B ... Upgrading to SAP Solution Manager 7.1 ... 863
  • B.1 ... What You Need to Know to Transition to Release 7.1 ... 864
  • B.2 ... SAP ITSM Transition Strategy ... 873
  • B.3 ... Configuration Upgrade Roadmap ... 881
  • B.4 ... Summary ... 882
  • C ... The Author ... 883
  • ... Index ... 885



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Product Reviews


Showing reviews 1-4 of 7 | Next

  1. Very clearly presented Service Management

    Posted by Anonymous on Nov 7th, 2013

    This is the one of the best books I have ever read about managing services IT.

    I absolutely recommend this book to everyone who wants to understand ITSM key processes and how SAP is presented its approach to this topic.


  2. ITSM Customize Implementation

    Posted by zahid hussain on Sep 22nd, 2013

    Great book for ITSM

    After refering this book I implement It service management in tow companies.

    Every topic covered in this book related to ITSM.

    This book is good for customize implementation of ITSM .
    All the topic covered in detail.

    So i recommended this book who implement ITSM or administrator of ITSM


  3. Good presentation of ITSM Basics

    Posted by Nicolai Werngreen on Jul 23rd, 2013

    After having spent a lot of time on SDN and in the ramp-up knowledge transfer about ITSM there wasn't much "new" information/features in this book.

    The main thing and what makes this book so good, is the way it is presented. It combines some of the best stuff from presentation, manuaels, ramp-up, SDN and present it in an easily understandable and structured way.


  4. Great technical and functioional view of ITSM

    Posted by Victor Wood HP Run SAP Practice leader on Jun 6th, 2013

    Great work Nathan, a true life ring for those swimming in the sea of ALM. This is a good view of the technical requirements but also how to deploy and use the ITSM and ChaRM functionally. A must read for anybody thinking about deploying incident and change management.


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