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

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

3. 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?“

4. 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?

5. 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.

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

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

14. 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

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

16. 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

17. 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

18. Service Level Reporting – Customize Report
Select Process Steps to Analyze

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

20. 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

21. 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

22. 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!

23. 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
By clicking on the alerts in the graphical display, you can display more detailed information about the specific systems and automatically log in.

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

25. SAP Interface Monitoring
Alert Graphics
Single Monitoring Alerts
Detailed Analysis

26. 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.

27. 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

28. 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.

29. 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.

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

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

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

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

34. SAP Support Desk – Contact End User

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

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

37. 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

38. 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

39. 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)
EoM:
SAP Solution Manager 2.1 (on SAP Web AS 6.10)
EoS:
EoM:
SAP Solution Manager 2.2 (on SAP Web AS 6.20)
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

40. 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:
Role specific (application consultant, project manager, ...) eLearning
General "Getting started" information to prepare for a project
Onsite Usage Workshop: on demand

41. 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 >> Get and Install >>Technical Requirements

42. 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:
SAP Solution Manager - Best Practice:
SAP Solution Manager - Learning Maps:
SAP Solution Manager - StarterPack:
Latest Implementation Roadmaps:
SAP Note (Release Strategy – Solution Manager):
SAPNet R/3 Front-End: SV-SMG-*
SAP AG 2002, SAP Solution Manager 42

43. Questions?
Q&A