SAP Solution Manager- The New Service and Support Infrastructure SAP Service & Support Product Management

Challenges of Sophisticated System Environments Different locations Different countries Different languages Different time zones Central vs. distributed Global Planning and ATP Global operations Different applications Different technologies Different vendors Point-to-point integration Custom-made solutions Heterogeneous solutions Business processes R3 R3 R3 R WEB Enabling Global Planning ATP New Technologies R3 R3 R3 R3 I

SAP Solution Management SAP Solution Management ensures that the customer solution that powers the core business processes performs reliably and operates at lowest cost of ownership by providing the necessary service and support, knowledge, and infrastructure. Global Strategy & Service Level Management Business Process Management Management of SAP Technology Software Change Management Support Desk Management (Support Desk, Problem Resolution, etc.)

SAP Solution Management powered by Solution Manager Global Strategy and Service Level Management Powered by SAP Solution Manager delivered through… Business Process Management Safeguarding Managing technical risk and ensures technical robustness of your solution You receive Management of mySAP Technology Empowering Empowering your with core competencies to operate and maintain your solution Software Change Management Solution Management Optimization Ensuring that your solution works to its optimum potential at all times Support Desk Management Support Programs

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 Lowering 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

SAP Solution Manager – Central Platform Customer System Landscape Data Collectors 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 Active Global Support SAP Service Marketplace

SAP Solution Manager The SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions On-site platform to support key implementation activities Central repository for documentation and issues Includes key ASAP methodology Enhanced content to encompass the specifics of mySAP Business Suite implementations Integrated platform to support both implementation and operation of SAP solutions Unique customizing distribution and comparison features Process-driven blueprint, configuration and testing approach

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 Data transfer Project activities Developments (v3.1) Authorization Focus of tool support Testing 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 Implementation content 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 Project Administration Cross functions Message Handling / Reporting Roadmaps

Implementation - Development Highlights in 3.1 Project Overview (Management View) Status and issues overview by work package Process view Scope definition based on existing Solution Landscape Process selection for new implementation project from existing Solution Landscape Enhanced testing features Central definition and storage of test cases Integrated use of eCATT technology Further integration of SAP Solution Manager with Test Workbench Further improvements Download of project data into MS Project Improved customizing distribution features Hand-over of Implementation Projects to Operations Status and Issues Overview Process View Hand-over of Implementation Projects

Customizing Distribution Customizing of certain objects in sync across systems Reuse of Customizing (e.g. of SAP R/3) in other systems (e.g. SAP CRM) Avoid redundant Customizing activities in a solution landscape Central system Customizing data R/3 DEV Transport R/3 QAS Transport R/3 PRD Predefined list of synchronizing objects Customizing Distribution CRM DEV CRM QAS Transport Transport CRM PRD APO DEV Transport APO QAS Transport APO PRD You often have to synchronize selected customizing settings in various systems in a system landscape. You can use the Customizing Distribution to synchronize customizing settings in a source system (e.g. SAP R/3) with the customizing settings in the target systems (e.g. an SAP CRM system) in a SAP system landscape. Customizing Distribution also creates transport requests, to transport customizing changes from the development systems into the quality assurance and production systems. Customizing Distribution is performed in development systems. To transport to a quality assurance and production system later, release the associated transport requests. This ensures that the customizing settings are synchronized in all subsequent systems, not just the development system. Certain customizing objects which must be synchronized in a development landscape are predefined in the system (Synchronization Objects). You can select synchronization objects and other customizing objects for the distribution with the Synchronization Group Editor. When you change objects in the source system, the Customizing Distribution starts a process which transfers the changes into the target system. The system which is the reference for the Customizing Distribution is also referred to as the source system in the system landscape. This is usually an SAP R/3 System. All other systems in your landscape are referred to as target systems and are synchronized with the source system. ... DEV Transport ... QAS Transport ... PRD

Business Blueprint of a Customer Solution based 100% on SAP content Customer Process Customer Process based 75% on SAP content Customer-Specific Solution SAP Solution Manager SAP’s delivered implementation content

Configuring and Testing a Customer Solution Configuration in IMGs Using BC Set technology SAP Solution Manager Customer-Specific Solution Prepare test plans Test execution e.g using CATTs

Roadmaps Roadmaps in SAP Solution Manager Guidelines for technical installation, implementation of operations and ongoing operation activities. Links to documents suitable to your actual project phase

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 SAP solutions Technical Implementation SAP Solution Monitoring Implementation of Operations SAP Support Desk

New Interface in 3.1 – Solution Landscape Overview

New Interface – Based on SAP Solution Management Layout designed according to the 5 Solution Management key components Global Strategy SAP Technology Business Process Management Software Change Management Support Desk

Access System Landscape for Operations

Service Delivery Platform - Proposals and Ordering Service Proposals and Ordering Process Maintain your Solution Landscape in the SAP Solution Manager Get suitable Services and Best Practices Proposals Order Services through direct links to SAP Marketplace New service delivery scenario with the SAP Solution Manager – example SAP EarlyWatch Alert / SAP EarlyWatch Check SAP Solution Manager SAP Solution Manager SAP Service Marketplace

SAP Solution Monitoring – Long-term and Realtime SAP Service Level Management Service Level Management for periodic, long-term and cross-system reporting, including business processes based on SAP EarlyWatch Alert 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 solution

SAP System Monitoring - Workflow Expert Monitors in direct linked satellite systems Alert graphics Open task overview System related tasks with integrated automated log SAP System Monitoring of core components to detect critical situations as early as possible Supports Administrators with the administraton of new SAP products SAP System Monitoring and SAP Central System Administration complement each other

SAP Service Level Reporting - Workflow Example Measures and communicates agreed service goals defined in your Service Level Agreements Triggers reports regularly, e.g. once a week or month Configuration without expert knowledge Evaluates key performance indicators Preconfigures recommendations to be individually tailored and extended Facilitates forecasting Alert Overview Service recommen-dations Alert details Link to SAP Service Catalog

Solution Monitoring - Data Collection SAP Solution Manager Critical Alert Situations: Detailed Reporting: System- and Business Process Monitoring Service Level Reporting Business Processes Early Watch Alerts Satellite Systems Realtime-Monitoring: CCMS Monitoring Infrastructure (RZ20) Continous-Monitoring: Service Data Download (SDCC)

SAP Business Process and Interface Monitoring SAP Business Process Monitoring is the process-oriented monitoring of the most important or critical business processes of a company includes the observation of all technical and business application-specific functions required for a smooth and reliable flow of your business processes SAP Business Process Monitoring comprises: Detailed procedures for error handling and problem resolution Precise definition of contact persons and escalation paths Tight integration of the customer’s support organization

SAP Support Desk – Functions Customer Internal Message Handling (Support Messages) Messages created within the user's work environment Automatic collection of system, context, and component 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 messages to SAP Receive status updates and solutions 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 3.1 Functionality New SAP Support Desk functionality on SAP Solution Manager 3.1 (unrestricted shipment Q3 2003) 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 Integration with billing and controlling functionality Advanced reporting via BW

Optimum Communication through integrated CRM Customers SAP Sales Customer 1 Partner Consulting Solution Solution Manager Solution CRM Messages, Issues Alerts, Project Status ... SAP Solution Manager Solution CRM Customer 2 Solution Manager SAP Service Marketplace Services/Best Practices Upgrade, Sizing, Capacity, ... CRM SAP Notes, Support Packs ... Customer 3 Solution Manager Education Support CRM Hosting

Working with SAP Support Desk - Support Process Creates Message Solution Support Search for Solution SAP Service Marketplace End User 2 1 Find Solution Provides Solution SAP System SAP Solution Manager or SAP Notes Database Service Products Best Practices DB Forward Message 4 3 SAP Support Customer's Solution Database 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.

Support Message – Additional 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.

SAP Issue Tracking – Issue Attributes An issue describes a problem which requires a solution Problem Description Description Business impact Completion crtiteria Context information Project / Organsisation Business Process Software component Issue List Status Information New In processing Closed Escalated Issue Resolution Recommendations Support Services Consulting Processing History Who When What Responsibilities Customer/SAP/Partner Creator Customer Contact in Project/Organization

SAP Issue Tracking – Use in Projects and Operation Project Work Implementation, Upgrades, De-Escalation, ... Solution Support Error Messages; First/Second Level Support Issue related to a customer project or customer support Problem description Activity list Responsibility Processing history Context information SAP Support Services Safeguarding Empowering Optimization Solution Operations Monitoring SAP EarlyWatch Alert Top Issue used for top management reporting

SAP Solution Manager Benefits Supports key implementation activities on a process basis: Central point of access for key implementation activities Process-driven blueprint, configuration and testing approach Central repository for documentation and issues Implementation content to facilitate the solution design (new scenarios available for mySAP CRM, mySAP SCM, mySAP SRM in July 2003) Unique customizing distribution and comparison features Full alignment with SAP Services including future process based services Supports operations and continuous improvement phase Reduction of TCO SAP System Monitoring including SAP Business Process Monitoring Automatic reporting of system performance KPI's Automatic notification when support services are needed Integration into SAP Back Office through SAP EarlyWatch Alert (EWA) Customer Self-Services (SAP EarlyWatch Health Check, SQL Analysis, CPO) SAP Support Desk with SAP Active Global Support integration

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: Implementation technology and content included SAP Solution Manager 2.2 (on SAP Web AS 6.20) 31.10.03 31.03.04 EoS: EoM: Ramp-Up Phase SAP Solution Manager 3.1 – Web AS 6.20 Recommendations for our customers: New Installations:  2.2 Existing Installations:  2.2 for advanced business process monitoring and/or to support implementation projects Otherwise 2.1 is also feasible. Unrestricted shipment of SAP Solution Manager 3.1 will start after successful Ramp-Up

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 prior to SAP Service Delivery 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

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 – configuration check prior to SAP Service Delivery, covered by SAP Standard Support Workshop TSLM10 for technical installation and features Course SMI310 SAP Solution Manager - Implementation tools in detail 3 day class based on SAP Solution Manager 2.2 release Course 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

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) 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): 394616 SAPNet R/3 Front-End: SV-SMG-* SAP AG 2002, SAP Solution Manager 38

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