SAP Solution Manager – Overview Service & Support Product Management, SAP

Heterogeneous solutions Consider… Global operations Heterogeneous solutions Business processes Different locations Different countries Different languages Different time zones Central vs. distributed

Heterogeneous solutions Consider… Global operations Heterogeneous solutions Business processes Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions Risk Different applications: “Do your core business process owners have an overview of their core business process across applications?“ Risk Different technologies: “Who has the skills to understand and handle all the different technologies your solution is based upon“ Risk Point-to-point integration : “Who are the responsible persons for the increasing number of interfaces and do they know the business impact of their actions?“ Risk Custom-made solutions : “Can you perform upgrades without endangering the stability of your solution?“

Heterogeneous solutions Consider… Global operations Heterogeneous solutions Business processes Do you know which business process step runs on which system? Do you know the responsible persons in case of problems? Does your IT Department know how its daily work affects your business processes?

SAP Solution Manager: The New Standard SAP's New Standard For Service Delivery and Support SAP Solution Manager is a new Service and Support platform that introduces a new dimension of collaboration between customers, partners, and SAP. SAP Solution Manager enables customers to successfully implement, operate, and support their mySAP solutions with special focus on their core business processes. SAP Solution Manager is the central platform for the new SAP Active Global Support strategy. The idea of the SAP Solution Manager is to combine all aspects of SAP Service and Support offerings (services, message handling, tools, knowledge products, ...) in one central portal. This new infrastructure for state-of-the-art Service and Support delivery allows collaborative service scenarios between SAP customers, partners, and SAP.

Why "SAP Solution Manager"? A Necessity to Support Distributed Systems Support delivery platform to enable SAP to deliver optimal standardized services and support for distributed systems Lower the Total Cost of Ownership Service and tool platform to optimize implementation, GoLive and operations Safeguarding -> Minimizing Risk Empowering -> Knowledge Transfer, Optimizing the Organization Optimization -> Performance, Application Integration, Data Volumes, System Administration

SAP Solution Manager Features SAP Solution Manager is the central platform for efficient implementation and operation of SAP solutions Central monitoring platform SAP Service Level Management, SAP System Monitoring, SAP Business Process Monitoring, SAP Central System Administration Onsite platform (SAP Web AS based) to support key implementation activities Framework and technical infrastructure for service delivery On-Site (Consulting), Remote, SAP Self Services Central platform to access all relevant information from SAP SAP Service Marketplace Central Integration of service and support tools SAP Note Assistant, Microsoft NetMeeting, SAP Support Desk

What is the SAP Solution Manager? is a technical Add-On component delivered with SAP Standard Support is connected to all of the systems and components that you want to manage in your entire solution landscape should be installed on top of SAP Web AS 6.10/6.20 should reside on its own separate server or instance

SAP Solution Manager – Central Platform Customer's System Landscape 3.1I 4.6C 4.6C CUS CUS CRM PLM 3.1I CRM 4.6C Solution Landscape QAS FVS FVS Integrated Testing 4.6C CUS SCM Process-oriented configuation Solution Monitoring Service Delivery Solution Landscape DEV SAP Solution Manager Solution Landscape PRD All mySAP Solutions and R/3 instances can be monitored. SAP Software components can be monitored via RFCs or external agents on OS level Non-SAP software components can only be monitored via agents Several Systems can be grouped together as a Solution Landscape with the possibility to restrict access to this landscape It has a remote connection to SAP that you open for service delivery or expert help from SAP Active Global Support. SAP Service Marketplace SAP Support Data Collectors

SAP Solution Manager - Implementation SAP Solution Manager is the customer platform for efficient implementation of SAP solutions On-site platform to support key implementation activities Including key AcceleratedSAP (ASAP)/ValueSAP concepts and tool features Enhanced concepts to encompass the specifics of mySAP Business Suite implementations Integrated platform to support implementation and operation of SAP solutions

SAP Solution Manager – Functional Implementation SAP Solution Manager in Implementation Project phase Project Preparation Business Blueprint Realization Final preparation Go Live & Support Customizing synchronization End user Training and documentation Project definition Define Business Blueprint Configuration Define system landscape Set up of DEV landscape Data transfer Project activities Developments Authorization Tool support available Testing No explicit tool support available Project Administration Cross functions Solution Manager for Implementation Procedure Model“ (Roadmaps) Focus: product-specific information; no project management Knowledge transfer to project team and technical implementation aspects are key elements Available services aligned with the Procedure Model Implementation Content Business process repository as initial input for a process driven design of a customer solution Intial focus: mySAP CRM and mySAP SCM implementations Tools Basic ASAP tools (Blueprint and Masterlist functionality) Integrated use of customizing and test tools Focus: scoping, process-oriented configuration and testing, status and issue tracking Issue Tracking / Monitoring / Reporting Roadmaps

SAP Solution Manager – Handover to Operations Customer Platform for Implementation and Operation of mySAP Business Suite SAP Solution Manager Implementation Operations Functional Implementation Services for Operations Providing tools, content, procedures and services to implement and operate your mySAP Business Suite Technical Implementation SAP Solution Monitoring Implementation of Operations SAP Support Desk

SAP Solution Manager – Solution Landscapes and Sections for Operations Note: Access to Individual Solution Landscapes can be Controlled with Authorizations!

SAP Solution Manager Operations Sections Predictive and Proactive Services Services Optimization Services (SMOs) Best Practices for SAP Solution Management From the Operations Portal, all services from SAP Active Global Support can be accessed Services can be ordered via the SAP Service Marketplace and are delivered by SAP (remote / onsite) If a customer obtains a certification, services can also be performed by the customer (Self Service) As of 3/1/2003, the following Certifications are available through the SAP Support Academy: SQL Statement Optimization Customer Program Optimization EarlyWatch Alert Health Check Services and best practices – SAP’s expert knowledge for SAP Solution Management and continuous optimization

Ordering Services and SAP Self-Services Order Services through direct links to SAP Service Marketplace

Service Delivery through EarlyWatch Alert Customer SAP Solution Landscape CRM SCM 4.6C Red alert triggers message at SAP SAP EarlyWatch Alert SAP Solution Manager SAP EarlyWatch Check * New service delivery scenario with the SAP Solution Manager – example SAP EarlyWatch Alert / SAP EarlyWatch Check SAP Solution Manager Service Delivery by SAP Service Engineer via RFC connection (remote delivery) * up to 2x / year included in maintenance

Service Level Reporting - Overview Service Level Reporting is used to measure and communicate the agreed service goals defined in the Service Level Agreements Is triggered regularly, for example once a week or month Is aimed at different areas of management (IT and application management) Can be configured simply and without expert knowledge Based on EarlyWatch Alert knowledge engine Evaluates key performance indicators (KPI) and derives management-level recommendations from them Generates pre-configured recommendations that can be individually tailored and extended Facilitates forecasting Is linked to relevant SAP services

Service Level Reporting – Customize Report Select Process Steps to Analyze

Service Level Reporting - Workflow Example Alert Overview Service recommendations Alert details Link to SAP Service Catalog

Monitoring Solution Monitoring Service Level Management Service Level Management for periodic cross-system reporting including business processes SAP System Monitoring Real-time monitoring of business processes and system components based on the CCMS infrastructure SAP Business Process Monitoring Based on the core business processes of a customer‘s mySAP.com solution

SAP System Monitoring All components in a Solution Landscape Different views Software, Hardware, Business Processes Linked to CCMS Monitoring Architecture Configurable Extendible Linked to service & support procedures Best Practices for SAP Solution Management Tasks Business process-oriented

satellite systems may be SAP System Monitoring Instances overview Alert graphics Alert overview Analysis method Open task overview Task details Note: “Branching” to satellite systems may be password protected!

SAP Business Process Monitoring / SAP Interface Monitoring Linked to SAP System Monitoring All components in a solution landscape related to the business process Linked to single monitoring alerts Configurable To set up a more efficient and more detailed Business Process Monitoring (special view, for example, only on those components that are involved in the flow of a specific core business process) it is necessary to have a service called SAP Business Process Management delivered from SAP. For more detailed information about this service, please refer to the SAP Service Marketplace at http://service.sap.com/bpm By clicking on the alerts in the graphical display, you can display more detailed information about the specific systems and automatically log in.

SAP Business Process Monitoring Alert Graphics Single Monitoring Alerts Alert overview Monitoring Session

SAP Interface Monitoring Alert Graphics Single Monitoring Alerts Detailed Analysis

SAP Support Desk – Functions Customer internal message handling (Support Messages) Messages created within the user's work environment Automatic collection of system and context data Manage SAP Notes efficiently Integrated SAP Notes Search through the SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant Customer Solution Database Build up your own Q&A Database (3.1 version) SAP Support Integration Send support message to SAP Receive status updates and solution within SAP Support Desk SAP Remote Support Integration Microsoft NetMeeting for application sharing between end users, SAP Solution Manager power users and SAP Support back office experts Basic Support Desk configuration on SAP Solution Manager running on a mySAP Workplace 2.11 or SAP Web Application Server 6.10: Create problem messages Search for SAP Notes Send error messages to SAP Receive an answer from SAP Implement SAP Notes with the SAP Note Assistant Basic functions that are delivered ready-to-run! Advanced Support Desk configuration on Solution Manager running on an SAP R/3 4.6C system: All basic Support Desk features Workflow, advanced reporting and escalation features Customer-internal Solution Database Fully integrated into R/3 Enterprise Very powerful but more complicated to customize due to advanced functionality Ist planned, that from Q4 on the advanced Support Desk functionality will be available through an integrated CRM.

SAP Support Desk – Support Process Solution Support SAP Service Marketplace End User Creates Problem Message 2 1 Provides Solution SAP Solution Managers mySAP Workplace Search for Solution Find Solution Notes Database Service Products Empowering DB Forward Problem Message 4 3 SAP Support Customer‘s Solution Database What can your support employee do to solve the problems? For example: - search for notes in the Service Marketplace - search in a customer‘s solution database (4.6C only) - forward the notification to the SAP Support Provides Solution Provides Solution Customer SAP

Working with SAP Support Desk – Create Message Automatic collection of system data including user name, transaction code, support package level, message number, and so on. This information will be added to the long text of the notification. This is also a very important function if you need the SAP Support to solve the problem. We have directly all the necessary data from your system in a correct form.

Working with SAP Support Desk – System Data Content Automatic collection of system data including user name, transaction code, support package level, message number, and so on. This information will be added to the long text of the notification. This is also a very important function if you need the SAP Support to solve the problem. We have directly all the necessary data from your system in a correct form.

Working with the SAP Support Desk – Message Handling Show and Open Messages

Working with the SAP Support Desk – 3.1 version For example: - Add internal note - Enter ‘Information for SAP’

Working with the SAP Support Desk – 3.1 version Service Process with - SAPNet Message details and - SAP System data

Search in Solution Database Working with the SAP Support Desk – Solution Database Search in Solution Database

SAP Support Desk – Contact End User

Search for SAP Notes, or Forward to SAP SAP Support Desk – Additional Features Search for SAP Notes, or Forward to SAP

Start SAP Note Assistant Working with SAP Support Desk – SAP Note Assistant Start SAP Note Assistant

SAP Support Desk 3.1 Functionality New SAP Support Desk functionality on SAP Solution Manager 3.1 SAP Support Desk functionality will be powered by mySAP CRM 3.1 based on SAP Web AS 6.20 This offers a state of the art call center / message handling environment This replaces the SAP R/3 4.6C Support Desk Smart Implementation for SAP Solution Manager and mySAP CRM 3.1 for message handling will be available Training and Services will be offered for implementation and customizing Planned functions Business process-specific context data collection Integration with billing and controlling functionality Advanced reporting via BW

SAP Solution Manager - Benefits Benefits using SAP Solution Manager in Implementation Central point of access and support of key implementation activities Process-driven Blueprint, Configuration and Testing approach Standard scenarios provided through Business Process Repository Central repository to store project documentation and issues Unique automated customizing distribution facilities Project monitoring / reporting capabilities Supportive features for Global Template/Rollout approach Services aligned to assure GoLive and smooth operations of the customer solution Benefits using SAP Solution Manager in Operations Reduction of operational costs (TCO) to an acceptable level Customer satisfaction increasing performance Service Level Management / Reporting Application Management / Monitoring (reduction of system downtime) SAP Self-Services (SAP EarlyWatch Health Check, SAP SQL Analysis Check) Best SAP Support with integrated SAP Support Desk

SAP Solution Manager – Release Strategy at a Glance 01/2003 04/2003 07/2003 10/2003 04/2004 EoS: End of Shipment EoM: End of Maintenance Unrestricted shipment Restricted shipment SAP Solution Manager 2.1 (on 4.x) 31.03.03 EoM: SAP Solution Manager 2.1 (on SAP Web AS 6.10) 31.10.03 31.03.04 EoS: EoM: SAP Solution Manager 2.2 (on SAP Web AS 6.20) 31.10.03 31.03.04 EoS: EoM: Implementation technology and content included Ramp-Up Phase SAP Solution Manager 3.1/CRM – Web AS 6.20 Recommendations for our customers: New Installations:  2.2 Existing Installations:  2.2 for advanced SAP Business Process Monitoring and/or to support implementation projects Otherwise 2.1 is also feasible (operations functions only.) If advanced SAP Support Desk functionality is needed: SAP Solution Manager 3.1 Unrestricted shipment of SAP Solution Manager 3.1 (GA release) will start after successful Ramp-Up

SAP Solution Manager Services and Training SAP Solution Manager Starter Pack - technical installation of the SAP Solution Manager and onsite training sessions delivered by certified experts (SAP/Partner) SAP Solution Manager Enabling Service for basic set up of SAP Solution Manager (ready for Service Delivery) covered by SAP Standard Support Workshop TSLM10 for technical installation and features Course SMI310 SAP Solution Manager - Implementation tools in detail 3 days class based on SAP Solution Manager 2.2 release Workshop ADM106 for Advanced System Monitoring with SAP Solution Manager SAP Solution Manager – Learning Maps at alias: www.service.sap.com/rkt-solman Role specific (application consultant, project manager, ...) eLearning General "Getting started" information to prepare for a project Onsite Usage Workshop: on demand

SAP Solution Manager - Costs Costs covered by maintenance agreement SAP Solution Manager Add-On CD License for SAP Web Application Server 6.20 (exclusive use for the SAP Solution Manager) License for SAP DB SAP Solution Manager Enabling Service - Remote activation of SAP Solution Manager The following items may incur costs Hardware* (note that the SAP Solution Manager also runs on a separate instance on the same hardware) Database (database license and maintenance costs may apply depending on agreement with customer's database vendor) Training for the SAP Solution Manager Maintenance of system landscape in the SAP Solution Manager System maintenance * For further information refer to www.service.sap.com/solutionmananger >> Get and Install >>Technical Requirements

Additional Information SAP Solution Manager PPTs: SAP Solution Manager – Overview Implemantation at a Glance Use in Ramp-up SAP Solution Manager - Tutorial SAP Solution Manager - Online Help (on tool CD) SAP Solution Manager - Installation Guide (alias: instguides) SAP Solution Manager - Learning Maps: RKT-SOLMAN Important Links on SAPNet / Service Marketplace: SAP Solution Manager - Homepage: http://service.sap.com/solutionmanager SAP Solution Manager - Best Practice: http://service.sap.com/solutionmanagerbp SAP Solution Manager - Learning Maps: http://service.sap.com/rkt-solman SAP Solution Manager - StarterPack: http://service.sap.com/servicecatalog Latest Implementation Roadmaps: http://service.sap.com/roadmaps SAP Note (Release Strategy – Solution Manager): 0394616 SAPNet R/3 Front-End: SV-SMG-* SAP AG 2002, SAP Solution Manager 42

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