The new edition of this bestseller explains how SAP Solution Manager supports application management professionals (project managers and project teams, quality managers, and administrators) during the entire life cycle of SAP solutions.

The book begins with a detailed overview of the innovative support concept, ”SAP Enterprise Support,” and provides readers with comprehensive coverage of all functional areas of SAP Solution Manager. Readers benefit from expert insights into the newest topics such as work centers and the Run SAP methodology. Then, explore how to use SAP Solution Manager for requirements analysis, design, setup and configuration, deployment, operations, and optimizing your solution.

Throughout the book you’ll find in-depth usage examples with corresponding screenshots that highlight all key functions, including monitoring, service desk, change request management, root cause analysis, reporting, and the new quality management concept. In addition, you’ll gain practical knowledge that you can leverage immediately from an entirely new chapter on the SAP ecosystem, complemented by insightful customer reviews.

Highlights

• SAP Solution Manager in the Context of SAP Enterprise Support
• Work Centers
• Run SAP
• New Quality Management Concept
• Project Management
• Solution Documentation Assistant
• Test Management
• Business Process Change Analyzer
• Solution Monitoring and Reporting
• Issue Management and Service Desk
• Root Cause Analysis

About the Author(s)

Marc Oliver Schäfer works as a product manager of SAP Solution Manager and is concerned with the SAP Solution Manager Enterprise Edition as well as portfolio design.
As Vice President, Dr. Matthias Melich is responsible for worldwide product management in the field of E2E Solution Operations.

Table of Contents

1 ... SAP Enterprise Support ... 23
... 1.1 ... Integrated Quality Assurance Process ... 24
... 1.2 ... Focus on Reducing Risks ... 26
... 1.3 ... Lower Operating Costs by Standardization ... 29
... 1.4 ... Optimizing Business Advantages ... 31
... 1.5 ... Achieving Innovation Without Disrupting Operations ... 32
... 1.6 ... Run SAP Methodology ... 35
... 1.7 ... Supporting Business-Critical Processes ... 37
... 1.8 ... SAP Global Support Backbone ... 39
... 1.9 ... SAP Enterprise Support -- A New Offering for a New IT World ... 40


2 ... Concept of SAP Solution Manager Enterprise Edition ... 43
... 2.1 ... SAP Solution Manager as a Platform for Application Management and Administration ... 47
... 2.2 ... Transparency ... 56
... 2.3 ... SAP Solution Manager as a Collaborative Platform ... 58


3 ... Cross-Phase Functions and Concepts in SAP Solution Manager ... 71
... 3.1 ... The Work Center as the Central Access Point for SAP Solution Manager ... 72
... 3.2 ... Integrated and Consistent Quality Management ... 89


4 ... Requirements Phase ... 95
... 4.1 ... SAP Business Maps ... 95
... 4.2 ... SAP Solution Manager Content -- Process Orientation and Accelerated Implementation ... 102
... 4.3 ... Solution Documentation Assistant ... 108


5 ... Design Phase ... 119
... 5.1 ... Roadmaps -- Professional Project Guidance ... 119
... 5.2 ... Project Administration as the Cornerstone of Project Preparation ... 134
... 5.3 ... Documentation of Solution ... 145
... 5.4 ... Business Blueprint -- Conceptual Design for Your Solution ... 151
... 5.5 ... Customer Developments ... 161
... 5.6 ... Reporting -- Design Phase ... 172


6 ... Build and Test Phase ... 187
... 6.1 ... Solution Configuration ... 188
... 6.2 ... Test Management ... 198


7 ... Deploy Phase ... 227
... 7.1 ... Solutions in the Solution Directory ... 228
... 7.2 ... E-Learning Management -- Efficient Knowledge Transfer During Projects ... 236
... 7.3 ... Reporting -- Deploy Phase ... 242


8 ... Operate Phase ... 245
... 8.1 ... System Administration ... 246
... 8.2 ... Solution Monitoring ... 260
... 8.3 ... Downtime Management ... 290
... 8.4 ... Issue Management ... 299
... 8.5 ... Job Scheduling Management ... 309
... 8.6 ... Planning and Delivery of SAP Services ... 320
... 8.7 ... Incident Management ... 328
... 8.8 ... End-to-End Root Cause Analysis ... 348
... 8.9 ... Solution Reporting ... 368


9 ... Optimize Phase ... 391
... 9.1 ... Change Request Management ... 391
... 9.2 ... Quality Gate Management ... 412
... 9.3 ... Maintaining an SAP Solution Landscape ... 423
... 9.4 ... Support for Upgrade Projects ... 437
... 9.5 ... Global Rollout ... 443


10 ... Customer Success Stories ... 459
... 10.1 ... Telecom Argentina -- Better Project Management and Communications with SAP Solution Manager ... 459
... 10.2 ... City of Vienna -- SAP Solution Manager Streamlines Introduction of SAP Software for Vienna's Municipal Government ... 463
... 10.3 ... E.ON IS GmbH -- IT Service Provider and Full-Service Provider Is Optimizing its Test Organization with SAP Solution Manager ... 465
... 10.4 ... Panalpina -- SAP Solution Manager Helps Logistics Service Provider Standardize and Centralize Processes ... 469
... 10.5 ... Turners and Growers Ltd -- SAP Solution Manager Saves Significant Costs over Outsourced Support Desk ... 472
... 10.6 ... Carlsberg Polska -- Renowned Beverage Company Leverages SAP Solution Manager to Improve Its IT Support Processes ... 475
... 10.7 ... Resource Informatik AG -- SAP Solution Manager Helps SAP Service Partner Effectively Support Customers ... 480
... 10.8 ... Airbus Cuts Problem Resolution Time 40% by Performing Business Process Monitoring with SAP Solution Manager ... 482
... 10.9 ... IVOCLAR VIVADENT -- SAP Solution Manager Streamlines System Monitoring at Leading Dental Company ... 487
... 10.10 ... BTC Business Technology Consulting AG -- SAP Solution Manager Is Producing Lasting Cost Reductions for the Entire SAP Landscape ... 489
... 10.11 ... Colgate-Palmolive -- SAP Solution Manager Optimizes Change Control Processes and Enables Strategic Deployment ... 496
... 10.12 ... Feldschlösschen Getränke AG -- SAP Solution Manager Tool Leads to Unparalleled Stability in Key 24-7 Operations ... 498


11 ... Integrating Partners in the SAP Global Support Backbone ... 503
... 11.1 ... SAP Solution Manager As Part of the SAP Global Support Backbone ... 504
... 11.2 ... Software Partners ... 506
... 11.3 ... Value-Added Resellers ... 513


A ... dditional Information ... 523
... A.1 ... Offerings for Knowledge Transfer ... 523
... A.2 ... SAP Solution Manager Roadmap ... 527


B ... Glossary ... 529


C ... Bibliography ... 537


D ... Authors (2nd Edition ... 539