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    IT Service Management in SAP Solution Manager (SAP Press) (Hardback) By (author) Nathan Williams

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    DescriptionUnderstand how to process all of your service, problem, and change requests Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk) Find practical advice and best practices Up to date for release 7.1 Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that and this book provides everything you need to know to take advantage of it! You ll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time. Comprehensive Introduction Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager. Major Tools in IT Service Management Obtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more. Configuration Steps Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system. Reporting and Analytics Understand how to use key KPI-based reporting features and dashboards to monitor progress and status. SAP Solution Manager 7.0 vs. 7.1 Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading. Highlights Include Application Incident Management (AIM) Change Request Management (ChaRM) SAP CRM Web UI Application Lifecycle Management integration Roles and responsibilities End-to-end setup activities Approval management procedures Transport Management System SAP and non-SAP changes Deltas between 7.0 and 7.1 Reporting and analytics Core and extended ITSM features


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    Title
    IT Service Management in SAP Solution Manager
    Authors and contributors
    By (author) Nathan Williams
    Physical properties
    Format: Hardback
    Number of pages: 885
    Width: 185 mm
    Height: 234 mm
    Thickness: 58 mm
    Weight: 1,711 g
    Language
    English
    ISBN
    ISBN 13: 9781592294404
    ISBN 10: 1592294405
    Classifications

    BIC E4L: COM
    Nielsen BookScan Product Class 3: S10.4
    LC subject heading:
    BISAC V2.8: BUS083000
    Warengruppen-Systematik des deutschen Buchhandels: 16350
    BISAC V2.8: COM000000
    BIC subject category V2: UFLS
    Libri: ITIL5000, P0042431, SAPA5000
    LC subject heading: ,
    DC23: 650.0285
    Edition
    New edition
    Edition statement
    1st New edition
    Publisher
    SAP Press
    Imprint name
    SAP Press
    Publication date
    01 April 2013
    Publication City/Country
    Maryland
    Author Information
    Nathan Williams is a consultant for Enowa Consulting, and has been working exclusively with SAP Solution Manager for the last six years. From release 3.2 to 7.1, he has helped coordinate IT, business, and program management teams to define strategies as well as implement SAP Solution Manager functionality. In addition to creating strategies, roadmaps, and sharing lessons learned, he has experience with the technical configuration of all aspects of SAP Solution Manager. Nathan is a frequent contributor to SAPexpert and SAPinsider magazines, and is also a regular speaker at TechEd and WIS conferences.
    Table of contents
    Introduction ... 21 PART I: Introduction ... 27 1. An Overview of IT Service Management ... 29 1.1 ... Overview of ITIL and IT Service Management ... 30 1.2 ... Application Lifecycle Management in SAP ... 33 1.3 ... Incident Management ... 39 1.4 ... Service Request Management ... 43 1.5 ... Problem Management ... 46 1.6 ... Change Management ... 51 1.7 ... Integration of ALM and ITSM ... 53 1.8 ... Summary ... 54 2. User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1 ... 57 2.1 ... SAP CRM Web User Interface ... 57 2.2 ... Work Centers ... 82 2.3 ... Summary ... 88 3. Preparing Your SAP Solution Manager System to Support SAP ITSM Functions ... 89 3.1 ... Post-Installation and Technical Setup ... 90 3.2 ... Authorization Roles and Security Concept ... 106 3.3 ... Master Data Maintenance ... 109 3.4 ... Adapting the SAP CRM Web UI: Configuration and Personalization ... 128 3.5 ... Summary ... 151 PART II: Application Incident Management ... 153 4. An Overview of Application Incident Management ... 155 4.1 ... Goals and Motivation ... 155 4.2 ... Architecture and Infrastructure ... 158 4.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 161 4.4 ... SAP CRM Web UI for Creating, Processing, and Tracking ... 174 4.5 ... Summary ... 176 5. Application Incident Management EndUser Roles and Process Flows ... 179 5.1 ... Roles in Application Incident Management ... 179 5.2 ... Incident Management Process ... 188 5.3 ... Problem Management Process ... 205 5.4 ... Service Request Management Process ... 213 5.5 ... Summary ... 219 6. Integration into Application Lifecycle Management ... 221 6.1 ... Design and Build Phases ... 222 6.2 ... Test Phase ... 226 6.3 ... Deploy Phase ... 233 6.4 ... Operate Phase ... 234 6.5 ... Summary ... 237 7. Channels for Creating and Resolving Incidents and Problems ... 239 7.1 ... Inbound Channels ... 240 7.2 ... Follow-Ups ... 250 7.3 ... Summary ... 259 8. Core Features of Application Incident Management ... 261 8.1 ... Business Roles and Predefined User Interfaces ... 262 8.2 ... Details ... 268 8.3 ... Text Management ... 280 8.4 ... Related Test Cases ... 286 8.5 ... SAP Collaboration ... 288 8.6 ... SAP Notes ... 299 8.7 ... Attachments ... 303 8.8 ... Checklists ... 306 8.9 ... Scheduled Actions ... 308 8.10 ... Processing Log ... 310 8.11 ... Related Transactions ... 311 8.12 ... Summary ... 312 9. Additional Features of Application Incident Management ... 315 9.1 ... Time Recording ... 315 9.2 ... Service Level Management ... 321 9.3 ... Dispatching Messages to the Support Team ... 330 9.4 ... Knowledge Articles ... 337 9.5 ... Summary ... 349 10. Functional Configuration for Application Incident Management ... 351 10.1 ... Chapter Overview ... 352 10.2 ... Partner Determination Procedure ... 356 10.3 ... Support Team Determination ... 365 10.4 ... Time Recording ... 385 10.5 ... Categorization ... 390 10.6 ... Text Management ... 413 10.7 ... Status Profile ... 424 10.8 ... SLA Escalation ... 439 10.9 ... Actions and Conditions ... 452 10.10 ... Priorities ... 463 10.11 ... Additional Capabilities ... 470 10.12 ... Summary ... 482 PART III: Change Request Management ... 485 11. An Overview of Change Request Management ... 487 11.1 ... Goals and Motivation ... 488 11.2 ... Architecture and Infrastructure ... 491 11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499 11.4 ... Web UI for Creating, Processing, and Tracking ... 526 11.5 ... Summary ... 528 12. Change Request Management End-User Roles and Process Flows ... 529 12.1 ... ChaRM in the SAP Ecosystem ... 529 12.2 ... Roles in Change Request Management ... 531 12.3 ... Request for Change Process ... 536 12.4 ... Key Differences between Normal and Urgent Changes ... 552 12.5 ... Normal Change Process ... 558 12.6 ... Urgent Change Process ... 575 12.7 ... Administrative Change Process ... 588 12.8 ... General Change Process ... 595 12.9 ... Defect Correction Process ... 604 12.10 ... Summary ... 614 13. Additional Features of Change Request Management ... 615 13.1 ... Retrofit ... 615 13.2 ... Cross-System Object Lock (CSOL) ... 627 13.3 ... Critical Object Check ... 639 13.4 ... Managing Changes for Non-ABAP Systems ... 643 13.5 ... Summary ... 644 14. Enabling the Transport Management System for Change Request Management ... 647 14.1 ... What You Should Know Before Setting up TMS for ChaRM ... 647 14.2 ... Enabling the Transport Management System for ChaRM ... 651 14.3 ... Summary ... 658 15. Functional Configuration for Change Request Management ... 659 15.1 ... Chapter Overview ... 660 15.2 ... Basic Configuration ... 664 15.3 ... Standard Configuration ... 670 15.4 ... Enabling SAP ITSM Process Integration ... 674 15.5 ... Adapting Standard Change Request Management Workflow ... 683 15.6 ... Approval Settings ... 699 15.7 ... Extended Configuration ... 709 15.8 ... Additional Features ... 721 15.9 ... Summary ... 729 16. Maintenance and Project Administration Activities ... 731 16.1 ... Implementation and Maintenance Projects ... 731 16.2 ... Maintenance and Project Cycles ... 747 16.3 ... Completing the Maintenance or Project Cycle ... 766 16.4 ... Maintenance Cycle Strategy ... 770 16.5 ... IMG and CTS Projects ... 773 16.6 ... Summary ... 777 PART IV: Reporting and Analytics ... 779 17. Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM ... 781 17.1 ... SAP IT Service Management Analytics Overview ... 782 17.2 ... SAP IT Service Management Analytics Capabilities ... 784 17.3 ... SAP Solution Manager with SAP NetWeaver BW ... 794 17.4 ... Summary ... 803 18. Change Request Management Reporting and Analytics ... 805 18.1 ... Introduction to Change Request Management Reporting ... 805 18.2 ... Components of Change Request Management Reporting ... 807 18.3 ... Transport Request Tracking ... 816 18.4 ... Other Change Request Management Reports ... 824 18.5 ... Summary ... 826 Appendices ... 827 A ... Lessons Learned When Implementing SAP ITSM Functions ... 829 B ... Upgrading to SAP Solution Manager 7.1 ... 863 C ... The Author ... 883 Index ... 885