Day 1 - Egi - Itsm - 72SP03

72SP3
Expert Guided Implementation

ITSM Standard: Incident & Problem Management
Day 1
Marco Alday
Expert Guided Implementation Schedule
ITSM Standard Incident & Problem Management
Day 1 Day 2 Day 3 Day 4 Day 5
Empowering lesson Empowering lesson Empowering lesson Empowering lesson Empowering lesson
SAP expert explains the planned Expert shows step-by-step basic Expert explains the Master Data Experts shows step-by-step advanced SAP expert shows good practice
ITSM scenario and shows fulfillment setup of IT Service Management. Management & shows further configuration of IT Service for scenario and additional topics.
of prerequisites. (Web session, 1-2 hours in the morning) customizing possibilities. Management. (Web session, 1-2 hours in the morning)
(Web session, 1-2 hours in the morning) (Web session, 1-2 hours in the morning) (Web session, 1-2 hours in the morning)
Execution by customer Execution by customer Execution by customer Execution by customer Execution by customer
Check if prerequisites for IT Service Start with Customizing Standard Define your Support Organization and Start with advanced ITSM configuration. Complete advanced ITSM
Management are fulfilled and start Configuration. the determination of Support Teams. (Remote support in the afternoon) configuration.
preparation of ITSM. (Remote support in the afternoon) (Remote support in the afternoon) (Remote support in the afternoon)
(Remote support in the afternoon)
Milestone Final goal

ITSM Standard Scenario is ready to Advanced ITSM Scenario is ready
use. to use.
Goal of the day Goal of the day Goal of the day Goal of the day Goal of the day
Introduction into EGI and SAP Perform ITSM Standard Master Data Management Service Level Management Configuration of
Solution Manager Configuration Definition of Organizational Additional Configuration & Web User Interface
ITSM with SAP Solution Manager Setup of Multilevel Categorization Structure Transaction Type Customizing Home Widgets
7.2 Creation of Template Users Sold-To Party Determination E-Mail Notification Substitution
Complete Checks of Prerequisites Support Team Determination SAP Collaboration
Perform Prerequisites for ITSM ITSM Process Demo Embedded Search
Scenario
2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 2

Communication Rules
Welcome Kindly follow below communication rules during the empowering session
Please use the status Basically we plan about 10 minutes

Please switch off
mobile phones or icon list Q&A after presenting
locate them away
from fixed phone If you have to leave your
In case of urgent issues or questions,
lines desk due to other urgent
please do ask in between
tasks (Stepped away)
Your are being muted

during presentation Kindly state your Everyone
name before logged in
Please avoid Please use the speaking during
chat for questions ?
parallel work Q&A
like emailing

Expert Guided Implementation Definition of My Status. Use Raise Hand
status if you encounter any technical issue
If Call Me function is not working,
try out the dial-in telephone number
EGI Virtual Classroom Call Me function or to state an important question.
My status is being
shared with all
participants.
Reset by select Clear...
Chat can be used to

state issues or File share section
questions to the contains the actual
presenter or to all training materials. Please
participants, while mark & save to your PC
being muted e.g. in before the session ends
case of connection (separate window may be
quality issues. opened).

Additional Advices on Slides
automatic activity
On the top right corner additional information are displayed Activity can be performed automatically.
concerning the actual slide/activity/topic Default parameters are set in this configuration step.
manual activity
Activity has to be performed manually.
In most cases more than one activity has to be performed.
Information has to be entered.
mandatory vs. optional

Optional step which is not relevant for the basic ITSM scenario.
Required according to your business needs.
Additional information/explanation is provided

according to the current topic.

Expert Guided Implementation Schedule
Training on the Job at Its Best
Training, practical experience, remote consulting
Day 1 Day 2 Day 3 Day 4 Day 5
Empowering, Web session, 1-2 hours each morning

SAP expert explains step-by-step configuration
using training materials
Execution, 2-3 hours on the same day Expertise on demand, during execution
Participants execute demonstrated steps within their Participants have direct access to an SAP expert
own project, on their own SAP Solution Manager who directly supports them remotely, if necessary,
software during the execution

Phases - Expert Guided Implementation
Plan Chose Prepare Execute Follow up
Define the goal you would Review the expert guided Prepare the execution Execute the defined activities in Execute necessary follow up
like to reach and plan the implementation calendar to supported to your expert the planned time frame. During steps according to your project
necessary project steps. identify your topics and fitting guided implementation. Fulfil this phase, the SAP expert is plan, like rollout of results from
time slots to receive SAP the technical prerequisites and available to answer questions execution phase.
expert support for your planned assign the right people with and to provide the necessary
execution steps. sufficient time to execution. knowledge to ensure smooth
execution.
Each Expert Guided Implementation should be treated as a Project

The Project should have a clear outcome, a configured scenario or the ability to
deliver a self service report by the end of this Expert Guided Implementation

Ready, Set & Go!
Are you Ready?

Do you have the correct authorizations?
Do you have time allocated for this week?
Do you the prerequisites complete?
Are you Set?

to participate in the empowering sessions each morning?
to configure your own Solution Manager each afternoon?
to provide feedback on your progress to the SAP Expert
Lets Go!
Options if not prepared for today

Reschedule to the next EGI on the schedule
Execute preparation steps before attendance

Necessary Prerequisites for
Incident & Problem Management Setup
Technical prerequisites
Installation of SAP Solution Manager 7.2
System preparation is performed
Infrastructure preparation is performed
Basic configuration is performed
Managed system configuration is performed
Implementation of the latest Master Correction Note version
according to your Solution Manager 7.2 SP Stack
SAP Solution Manager has connection to SAP Network via RFC SAPOSS
(OSS1 maintained)
S-User in SAP Marketplace with necessary authorization for message
processing
For remote support a R/3 support connection and HTTP connection is required
Secure Area access to maintain logon information for Solution Manager System
Optional: installed TREX instance or HANA database for Embedded Search

Feedback
Help us to help you
For this Expert Guided Implementation we will collect the
following feedback:
Daily Feedback during Expert Guided Implementation

To measure your success each day following the morning empowering
steps
To provide additional assistance if youre facing issues
To improve the quality, focus and pacing of the Expert Guided
Implementation
Follow-up Feedback after Expert Guided Implementation to

check
If Expert Guided Implementation works for you?
What could be improved?
Does it provide additional Value?
Help us make your week a success and provide us with your

feedback, its very important for us.

Agenda
Topics & Goals of all Sessions which will be presented during this EGI
Agenda
Day 1
Step 1.2 Configure Manual Prerequisites
Overview
Enable Business Functions for ITSM
SAP Solution Manager
Maintain SAP Customer Number
IT Service Management on SAP Solution Manager
Solution Manager Setup
Step 1.3 Configure Automatic Prerequisites
Prerequisites Create Hierarchy for Service Products
Background Job for Communication with SAP
Step 1.1 Check Prerequisites
Create Messages Customizing (BCOS_CUST)
Check Solution Manager Central Correction Note
Check Piece List Activation
Check Connection To SAP Backbone
Check LMDB Configuration
Check Background Jobs
Check Service Activation
Check and Correct Number Range Intervals
Check IBase Component and IObject Creation
Check SAP Connect Configuration

Overview
Agenda
Day 1
Overview Step 1.2 Configure Manual Prerequisites
SAP Solution Manager Enable Business Functions for ITSM
IT Service Management on SAP Solution Manager Maintain SAP Customer Number
Step 1.1 Check Prerequisites Background Job for Communication with SAP
Check Solution Manager Central Correction Note Create Messages Customizing (BCOS_CUST)

SAP Solution Manager integrates Agile Lifecycle Management &
IT Service Management processes on a single platform
Switch
Framework
CRM 7 EHP3 SAP
Incident &
Service Level
Business Functions Solution Manager 7.2
Management
Service
Portfolio & Problem &
Catalog Knowledge
Mgmt. Mgmt.
Customer Incident &

Service Service Level
Change &
Asset & Release Management
Config. Management Service
Mgmt. Portfolio & Problem &
Service Catalog Knowledge
Request & Mgmt. Mgmt.
Fulfillment
Customer
Service Change &
Asset & Release
Config. Management
ITSM Mgmt.
Service
Request &
Fulfillment
Solution Manager
NetWeaver 7.4
BW 7.4
SAP HANA or Classical DB

Key Value Chains

SAP Solution Manager 7.2 in a Nutshell
SAP Solution Manager 7.2 delivers 4 Key Value Scenarios
Portfolio to
Portfolio Management Project Management
Project
Requirement to
Demand Design Development Test Deploy
Deploy
Detect to
Monitor Incident Problem Optimize
correct
Request to
Service Catalogue Service Request Service Fulfillment
Fulfill
Value Chain View Life-cycle View

Functional Areas
Portfolio to
Project
Project
Management
Requirement to
Deploy
Change Custom
Process Test
Control Code
Management Suite
Management Management
Business Landscape
Detect to Application Data Volume
Process Management
Correct Operations Management
Operations
IT Service
Management
Request to
Fulfill

Integration Model: Example for Detect to Correct
Test Cases
Request for Knowledge

Change Article
Root Cause SAP AGS SAP SM

Active Global Support
Analysis Backbone
Service Marketplace
Business Proc.
Alert Incident Problem
Operations
Detect to
Monitor Incident Problem Optimize
correct
Within functional Outside functional

area of ITSM area of ITSM

EGI Scenario Implementation
Development Test Production

EGI Scenario
Implementation
Perform Test
Option A GoLive
Cases
Sandbox
EGI Scenario
Implementation
Dont start with your implementation in your
Option B
production Solution Manager directly

Agenda
Day 1

ITIL on SAP Solution Manager
Overview 1/3
Information Technology Infrastructure Library

The Information Technology Infrastructure Library (ITIL) is a set of books developed by the
United Kingdom's Office Of Government Commerce (OGC).
ITIL is now owned and distributed by AXELOS Limited. The books describe an integrated,
process based, best practice framework for managing IT services.
To date, these books are the only comprehensive, non-proprietary guidance for IT service
management.
Best Practices Good Practices
ITIL World Customers IT Organization

Overview 2/3
Service Strategy Service Transition
Continual Service
Understands Improvement Develops and improves
organizational capabilities for
objectives and introducing new services
customer needs. into supported
environments.
Service
Transition
ITIL provides a holistic perspective on the full life
cycle of services, covering the entire IT
organization and all supporting components
Service
Service Design
Strategy
needed to deliver services to the customer.
Turns the service
strategy into a plan for Service Service
delivering the business Design Operation
objectives.
Service Operation
Manages services in
supported
environments.
ITIL Service Lifecycle (Copyright AXELOS Limited 2011.

All rights reserved. Material is reproduced under license from AXELOS)

Overview 3/3
Business Relationship Transition Planning & Support
Continual Service
Management Release & Deployment Mgmt.
Improvement
Financial Mgmt. for IT Change Management
Services Change Evaluation
Service Portfolio Service Validation & Testing
Management
Service Asset & Configuration
Demand Management Service Management
Transition Knowledge Management
Each life cycle phase contains a set of best

practice processes which can be used to
Service
implement a customer-specific IT Service
Service Design
Service Level Management
Strategy Management.
Service Catalogue Mgmt.
Information Security Mgmt.
Service Service
Capacity Management Design Operation
Availability Management
IT Service Continuity
Mgmt.
Service Operation
Supplier Management Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management


Supported ITIL Processes 1/2
Business Relationship Transition Planning & Support
Continual Service
Management Release & Deployment Mgmt.
Improvement
Financial Mgmt. for IT Change Management
Services Change Evaluation
Service Portfolio Service Validation & Testing
Management
Service Asset & Configuration
Demand Management Service Management
Transition Knowledge Management
SAP Solution Manager is external verified to support processes

in all ITIL Service lifecycle phases
Service
Service Design
Strategy
Currently SAP Solution Manager is the only IT Management tool
Service Level Management
in the market that owns the ITIL v2011 edition certificate for
Service Catalogue Mgmt.
Information Security Mgmt. all 15 processes that can be certified
Service Service
Capacity Management Design Management of IT services according to ITIL is integrated in the
Operation
Availability Management
IT Service Continuity Mgmt.
scenarios of Build- and Run SAP like a factory
Supplier Management
Service Operation The core ITIL best practice processes are delivered out of the
Event Management box in SAP Solution Manager
Incident Management
Request Fulfillment
Problem Management
Access Management


SAP Solution Manager as the central ITIL platform
Supported ITIL Processes 2/2
SAP ERP *
Financial Management for IT Services
Core IT Service Management

IT Infrastructure Mgmt. *
Incident Management Knowledge Management

Request Fulfillment Service Level Management
Problem Management Change Management
SAP
Service Asset & Configuration Mgmt. Release & Deployment Management

Service Catalog Management Service Portfolio Management
Availability Management Event Management

Capacity Management IT Service Continuity Mgmt.

* separate license required

Incident & Problem Management
Best Practice Process
Incident Management Problem Management
Business User IT Support IT Support

1st Level 2nd Level IT Experts
Create
Create
Search Handover to Provide solution & Handover to Request
Create Problem Lock related Deep issue
solutions Analysis Problem Update Change for
Incident record record Incidents investigation
& Dispatch Management Incident(s) Management Change
Create
Change
Create Create Management
Knowledge
Notifications Tasks
Article
Knowledge
Management
Highlights Incident Management Highlights Problem Management

Related searches based on Categorization Combine multiple Incidents with same cause & lock related Incidents
Multiple inbound channels through ALM integration Deep investigation of issues with Impact & Root Cause Analysis
Flexible UI enhancements Forward Problem messages to SAP AGS
(Auto) Dispatch to Support Teams based on end user data, system data or categorization Create Tasks, Knowledge Articles or Request for Changes as follow-up

Incident & Problem Management
Live Demo
Demo: Full ITSM Process

Agenda
Day 1

General Information
The IT Service Management setup is performed within the SAP Solution Manager Configuration: SOLMAN_SETUP
Guided Procedure: Main steps Sub steps Manual & Automatic Activities
Help section & documentation for every step
Annotation capabilities

Structure
Scenario
Solution Manager configuration
scenarios
Navigation
Guided procedure with main steps and
sub steps which include dedicated
configuration activities
Help Section
Provides detailed information to each
step, such as what needs to be done and
what will happen in the background
Activities
Lists all single activities for each step
along with documentation, status
information and execution link
Log
Shows detailed logs per activity

Configuration Activities
Execute Activities:
Switch to Edit mode
Automatic activities:
Select activity and press button Execute Selected
Manual activities: Choose link in Navigation column
Status Updates Needed Type Comment Execution Status Documentation
A green status icon will be After SP Upgrade necessary Mandatory Maintain important The status of manual activities Display detailed
displayed, if an activity has been activities are marked. activities have to information such as should be set manually for activity
performed correctly. be performed. performed steps. documentation purposes. information /
explanation

Global Personalization SAP GUI
Within SOLMAN_SETUP click on button Personalize

in the top-right corner
Enable SAP GUI For Windows

as application environment
Thus, the GUI of your system will look similar

to the EGI training material

Mandatory Basis Side Activities for ITSM 1/2
Prepares the system for the configuration

System Connections to SAP, Corrections, Technical Users
Preparation Needs to be performed fully after a new installation
After upgrades it is required to update dialog & system users as well as to assign the appropriate
default roles and to implement the appropriate Central Correction SAP Note
Configures the infrastructure to run SAP Solution Manager

Infrastructure Landscape Management (SLD Connections, LMDB Content), Java Connectivity, SAP BW,
Preparation CA Introscope, E-Mail Communication, CRM Basics, Gateway Services
Configures the basic scenarios in SAP Solution Manager

Basic Basic Functions, Background Jobs, Solution Manager Content,
Configuration Connection SAP to Solution Manager, Basic Dialog Users
Needs to be performed after new installation and after an upgrade to perform delta configuration
Overview screen informs you which configuration needs to be updated

Mandatory Basis Side Activities for ITSM 2/2

Prerequisites
Step 1.1 Check Prerequisites
Prerequisites
Check ITSM Gateway Services
Please double check the activation of Gateway Services for ITSM SAPUI5 Applications (Fiori)
Start transaction SOLMAN_SETUP
Mandatory Configuration Infrastructure Preparation Enable Gateway Services
AI_CRM_GW_CREATE_INCIDENT_SRV
AI_CRM_GW_MYBUSI_REQUIRE_SRV
AI_CRM_GW_MYMESSAGE_SRV
SERVICE_GDAPI

Agenda
Day 1

Step 1.1 Check Prerequisites automatic activity
Check Solution Manager Central Correction Note mandatory
In this automatic activity, you can check if the

newest version of the central correction
note has been implemented in the system
according to your SP stack.
This note has to be implemented during the

System Preparation scenario.
Please ensure that the newest version is

implemented to guarantee proper
working of your IT Service Management.
Scenario: System Preparation

Activation Step: Apply Recent Corrections
Activity: Essential ABAP Corrections

Agenda
Day 1

Check Piece List Activation mandatory
The Piece List contains the default configuration

for the IT Service Management.
Business Roles for UI Configurations
ITSM processes


Piece List has been activated successfully.
Scenario: Basic Configuration

Activation Step: Configure Basic Functions
Activity: Activate Piece Lists

Agenda
Day 1

Check Connection to SAP Backbone mandatory
In this automatic step, you can check if the

RFC destinations SAP-OSS &
SAP-OSS-LIST-O01 are working correctly.
SAP-OSS
Send a message to SAP
SAP-OSS-LIST-O01
Synchronize message with SAP AGS
Scenario: System Preparation

Activation Step: Set Up Connections to SAP
Activity: RFC Connectivity

Agenda
Day 1

Check LMDB Configuration mandatory
The Landscape Management Database LMDB

synchronizes with the System Landscape
Directory SLD to collect the following
information from the system landscape:
SAP Software Catalog (CR content)
CIM Model
Technical system landscape descriptions
In this automatic activity, you can check

whether the full content synchronization
between SLD and LMDB is finished.
Scenario: Infrastructure Preparation

Activation Step: Set Up Landscape Management
Activity: Related Activities

Agenda
Day 1

Check Background Jobs mandatory

following jobs are running:
REFRESH_ADMIN_DATA_FROM_SUPPORT
SM:GET CSN COMPONENTS
SM:LONG FILE EXT DOWNLOAD

Activation Step: Schedule Jobs
Activity: Activate related Jobs

Agenda
Day 1

Check Service Activation mandatory

relevant SICF Services for Web Dynpro &
BSP applications have been activated:
WEB DYNPRO ABAP
SM_BASIC_SETTINGS*
SM_CRM_UI
SM_DTM
SM_MONITORING
SM_CROSS_SCENARIO
SM_JOB_SCHEDULING
SM_BPO_DASHBOARD
SM_SDA
SM_IMPLEMENTATION
The services are required for all scenarios in Activation Step: Configure Basic Functions
SAP Solution Manager Activity: Activate Services

Agenda
Day 1

Check and Correct Number Range Intervals mandatory
In this automatic activity, you can check if

number range intervals exist for the number
range objects that are needed for:
CRM_INCDNT: Incidents, Service Requests,
Operations Tasks
CRM_SERVIC: Service Orders
CRM_PROBLM: Problems
CRM_KA: Knowledge Articles
If no number range interval exists for one of

these objects, the system automatically creates
a default number range interval '01 from
number = 8000000000 to number = 8999999999.

Agenda
Day 1

Check IBase Component and IObject Creation mandatory
In this automatic activity, you can check if

required infrastructure components for SAP
Customer Relationship Management (CRM)
that are used by the mandatory scenarios in
SAP Solution Manager are configured
With transaction IB53 you check the availability

of IBase objects for SAP Systems.
SAP Systems IBase
CRM Text
ERP
CI Object Scenario: Infrastructure Preparation

CI Activation Step: Configure CRM Basics
Activity: Activities without green status
CI

Agenda
Day 1

Check SAP Connect Configuration mandatory
In this automatic activity, you can check

whether the infrastructure is set up for
enabling SAP Solution Manager to send
notifications using email and text messaging.
Scenario: Infrastructure Preparation

Activation Step: Set up E-Mail Communication
Activity: Configure SAP Connect

Agenda
Day 1

Step 1.2 Configure Manual Prerequisites
Enable Business Functions for ITSM 1/2
In this activity, you can enable Switches which contain additional ITSM-specific functionalities.
Following Switches should be activated:

CRM_IC_CEBP IC & communication-enabled Business Processes, Checklists
CRM_ITSM Process Enhancements (search filter, result list, etc.)
CRM_ITSM_ALERTS Email Notification Framework
CRM_ITSM_COM Content & Text Management
CRM_RMD: Usability of Rule Modeler
CRM_SHSVC: Checklists / HTML Mail Forms
UI_FRW_1: CRM UI Enhancements
UI_FRW_1_DOCU: CRM UI Enhancements

Step 1.2 Configure Manual Prerequisites manual activity
Enable Business Functions for ITSM 2/2 mandatory
Execution Activities
1. Press Start Transaction
1
2. Press Continue in
Security Information 3
popup
3. Search for the Switches
by pressing STRG + F
4. Check the documentation
5. Mark checkbox
Planned Status
for every Switch
6. Press Activate Changes 2
7. Confirm activation

Agenda
Day 1

Step 1.2 Configure Manual Prerequisites manual activity
Maintain SAP Customer Number mandatory
This step is responsible for maintaining your SAP customer number(s).

You can either download your customer number or enter it manually.
1. Press Start Transaction
2. Create a new entry for your
individual customer number

Agenda
Day 1

Step 1.3 Configure Automatic Prerequisites automatic activity
Create Hierarchy for Service Products 1/3 mandatory
In this automatic activity, you define the basic hierarchy for the product type Service with assignment of
related set types and attributes.
Furthermore, the standard Service Product INVESTIGATION is created which is required for default
SLA time calculation.
1. Select the activity
2. Press Execute Selected
3. Check the log information

Step 1.3 Configure Automatic Prerequisites manual activity
Create Hierarchy for Service Products 2/3 optional
Check the creation of the hierarchy for Service Products

1. Enter transaction: COMM_HIERARCHY
2. Start search by pressing Start
3. Click SRVC_HIER 3
4. Drill down & select
SRCV_PROD
5. Check related
SetTypes 4
1

Step 1.3 Configure Automatic Prerequisites manual activity
Create Hierarchy for Service Products 3/3 optional
Check the creation of Service Product

INVESTIGATION
1. Enter transaction: COMMPR01
2. Start search by pressing Start
3. Click INVESTIGATION 1
4. Check Category ID 2 3

Agenda
Day 1

Background Job for Communication with SAP 1/4 mandatory
In this automatic activity, you are scheduling the periodic job for synchronization of messages between
SAP Active Global Support Backbone and your IT Service Management.
The following background job is scheduled:

REFRESH MESSAGE STATUS
Schedule Job with variant just in your productive environment.

Check SAP Note 1516780 concerning report parameters.
1. Select the activity
2. Press Execute Selected
3. Check the log information

Background Job for Communication with SAP 2/4
Assignment block SAP Collaboration within an Incident or Problem record provides the possibility to request
support from SAP Active Global Support Backbone instead of using SAP Service Marketplace
Start
Guided Procedure
Component for
testing purposes
Required technical system information filled by the defined

Configuration Item (Details assignment block)

Start the Guided Procedure for message forwarding

Provided solutions, Guided Procedure
SAP Notes & attachments
are directly enriched within
Incident & Problem records
Validation check has to
be successful
Required issue description for SAP

(also available in Text assignment block

The status of your record switches after sending to Sent to SAP

The records switches to status In Process in case that SAP AGS provided an answer
Message information at side of SAP AGS are provided directly in the assignment block SAP Collaboration
Trigger manual update immediately

independent from the background job
Message information at side of SAP

Agenda
Day 1

Create Messages Customizing (BCOS_CUST) 1/2 optional
In this automatic activity, you are executing the configuration to create messages out of the SAP Solution
Manager system itself using the SAP GUI menu Help:
Help Create Support Message
The table BCOS_CUST has also to be maintained in order to be able to send a message to the
SAP Solution Manager Service Desk via the Help Feedback functionality in a Managed System.

Create Messages Customizing (BCOS_CUST) 2/2
Solution Manager menu: Help Create Support Message
or double-click SAP Logo

How to get help
How to get help
Customer
m.alday@sap.com SAP Expert
During the execution part you have direct access to the Expert via
telephone number to solve questions quickly. Please ensure that the
remote connections are open and that we can logon to your system.

Thank you
Appendix
Settings for IE / Chrome / Firefox
Background Job for Communication with SAP
Settings for IE / Chrome / Firefox
Deactivate Pop-up Blocker

Internet options privacy
Allow Scripting
Internet options
security custom level

Background Job for Communication with SAP manual activity
REFRESH MESSAGE STATUS 1/3 optional
Create a variant for a specific Customer Number

Call report AI_CRM_IM_UPDATE_FROM_SAP
Maintain parameter concerning your business needs
Click Save to enter an variant name
Mark Only for Background Processing

Save new variant

Schedule Background Job

Press Start Transaction
Enter job name REFRESH MESSAGE STATUS
Click Step
Enter ABAP program AI_CRM_IM_UPDATE_FROM_SAP with created variant
Save your settings

Schedule Background Job

Define start condition
- Immediate start
- Periodic job
- Hourly

SAP Contact Center
ITSM Logical Architecture CTI
Computer
+ Integration Points Telephony

Integration
SAP Business Suite ITSM Inbound Channels & Frontend Integration
Asset Management SAP CRM Solution SAP CRM ERMS SAP

SAP UI5 Email Response NetWeaver SAP SAP
FI/CO Interaction Manager WebClient
Applications Management Business Portal GUI
Time Sheet Center LaunchPad UI System Client
HR Org. Model (SAP CATS)
SAP
Collaboration
Request to
Fulfill Service SAP AGS
Application & Network

IBase /
Configuration
Items
Org. Model
Detect to
Catalogue
Management
Request
Fulfillment IT Se r v i c e
Management
Global Support
Backbone
Software
Landscape Correct Incident & Release & Partner
Change
System Landscape Directory Problem Deployment
LMDB Management
Landscape Business Management Management
nonSAP SAP Management Partner
Database 3rd Party
Service Level Management Collaboration
3rd Party
User & Knowledge Management Service
Authorization Desk
Service Asset & Configuration Management
3rd Party
SAP IT Infrastructure Mail Forms, Questionnaires, Execution
Services, SLA Profiles, Engine
Management Multilevel Categorization Availability &
Event Capacity
Performance
Management Management Service
CMDB & Auto Discovery Management
Provider
SAP HANA with
Active Monitoring Embedded Search or SAP
Classical DB CRM
Agile Lifecycle Management with Key Value Chains Portfolio to Project & Requirement to Deploy TREX
Business Change Custom Full Text
Process Project Application Data Volume Landscape Master Data
Test Suite Process Control Code Search &
Management Management Operations Management Management
Operations Management Management Classification
2017 SAP SE or an SAP affiliate company. All rights reserved. Process
Customer 79
2017 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.
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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop
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72SP3

Expert Guided Implementation

Milestone Final goal

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 2

Please use the status Basically we plan about 10 minutes

Your are being muted

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 3

Chat can be used to

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 4

mandatory vs. optional

Additional information/explanation is provided

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 5

Empowering, Web session, 1-2 hours each morning

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 6

Plan Chose Prepare Execute Follow up

Each Expert Guided Implementation should be treated as a Project

2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 7

Are you Ready?

Are you Set?

Options if not prepared for today

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Daily Feedback during Expert Guided Implementation

Follow-up Feedback after Expert Guided Implementation to

Help us make your week a success and provide us with your

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Customer Incident &

SAP HANA or Classical DB

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SAP Solution Manager 7.2 delivers 4 Key Value Scenarios

Value Chain View Life-cycle View

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Request for Knowledge

Root Cause SAP AGS SAP SM

Within functional Outside functional

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Development Test Production

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Information Technology Infrastructure Library

Best Practices Good Practices

ITIL World Customers IT Organization

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ITIL Service Lifecycle (Copyright AXELOS Limited 2011.

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Each life cycle phase contains a set of best

ITIL Service Lifecycle (Copyright AXELOS Limited 2011.

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SAP Solution Manager is external verified to support processes

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Core IT Service Management

Incident Management Knowledge Management

Service Asset & Configuration Mgmt. Release & Deployment Management

Availability Management Event Management

SAP Solution Manager

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Business User IT Support IT Support

Highlights Incident Management Highlights Problem Management

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