This unique book helps administrators and IT managers to quickly understand the full functionality of SAP Solution Manager, release 4.0. Readers get a thorough introduction in the areas of Implementation and Operations, especially in the scenarios Project Management, Service Desk, Change Request Management, and the brand new function Diagnostics (root cause analysis). The integration capabilities with third-party tools from the areas of Help Desk and Modelling, as well as the relation between the functionality and ITIL Application Management are also dealt with in detail. The book is based on the latest information derived from the ramp-up experience of release 4.0, and makes extensive use of invaluable customer success stories.Highlights include:- SAP Solution Manager and ITIL- Support in the Application Management Phases- End-to-End Solution Support- Change Request Management- Solution Monitoring and Reporting- Solution Manager Diagnostics (Root Cause Analysis)- Issue Management and Service Desk- Roadmaps and Implementation Content- Test Support and E-Learning Management- Planning and Delivery of SAP Services- Integration of Third Party Tools
Highlights include:
SAP Solution Manager and ITIL
Support in the Application Management Phases
End-to-End Solution Support
Change Request Management
Solution Monitoring and Reporting
Solution Manager Diagnostics (Root Cause Analysis)
Issue Management and Service Desk
Roadmaps and Implementation Content
Test Support and E-Learning Management
Planning and Delivery of SAP Services
Integration of Third Party Tools
Reihe
Sprache
Verlagsort
Zielgruppe
Editions-Typ
Maße
Höhe: 24 cm
Breite: 16.8 cm
ISBN-13
978-1-59229-091-8 (9781592290918)
Schweitzer Klassifikation
Autor*in
Marc Oliver Schäfer studied English and German Literatures and Languages at the University of Tübingen and worked with DaimlerChrysler as a language and intercultural trainer for two years. He joined SAP in 2000 as a product manager for the Customizing Tools development team. In 2005, Marc became part of the Service Solution Management organization as a senior product manager where his responsibilities lie with compliance, Change Request Management and Service Desk topics in SAP Solution Manager. He can be reached at marc.oliver.schaefer@sap.com.
Dr. Matthias Melich studied English Literature at the University of Rochester (New York), and Mathematics and English Philology at the University of Cologne. He also received his Ph.D. in Computer-Based Language Learning at the University of Cologne in 1993. He joined SAP in 1995 as a member of the Common Objects and Modeling team, and a year later joined the Archiving Solutions team. In 1998, Matthias became responsible for Product Management of Customizing Tools. In January 2005, he became part of the Service Solution Management organization where he is Director of the Global SAP Solution Manager Product Management team. He can be reached at matthias.melich@sap.com.
Foreword ... 15
Introduction ... 17
1. Concept of SAP Solution Manager ... 23
... 1.1 SAP Solution Manager as an Application Management Platform ... 27
... 1.2 Transparency ... 37
... 1.3 Maintenance Optimizer ... 38
... 1.4 SAP Solution Manager as a Collaborative Platform ... 41
2. ITIL in SAP Solution Manager ... 53
... 2.1 Service Delivery in SAP Solution Manager ... 56
... 2.2 Service Support in SAP Solution Manager ... 60
... 2.3 Additional ITIL Areas in SAP Solution Manager ... 64
3. Comprehensive Solution Support for End-to-End Collaboration ... 67
... 3.1 End-to-End Diagnostics (E2E Diagnostics) ... 69
... 3.2 End-to-End Change Control Management (E2E Change Control Management) ... 73
... 3.3 End-to-End Business Process Integration and Automation Management ... 77
... 3.4 Example of an End-to-End Cooperative Process ... 81
4. Application Management: Cross-Phase Functions and Concepts in SAP Solution Manager ... 91
... 4.1 Project Management ... 92
... 4.2 Change Request Management ... 95
... 4.3 Reporting in Project Management ... 98
5. Application Management: Requirements Phase ... 105
... 5.1 SAP Business Maps ... 105
... 5.2 SAP Solution Manager Content - Process Orientation and Accelerated Implementation ... 112
... 5.3 Automatic Evaluation of Business Processes with RBE Plus for SAP Solution Manager ... 117
... 5.4 Business Process Excellence for SAP with SAP Solution Manager and ARIS for SAP NetWeaver ... 125
6. Application Management: Design Phase ... 137
... 6.1 Roadmaps - Professional Project Guidance ... 137
... 6.2 Project Administration as the Cornerstone of Project Preparation ... 150
... 6.3 Collaboration Projects (cProjects) ... 160
... 6.4 Business Blueprint - Conceptual Design for Your Solution ... 165
... 6.5 Reporting - Business Blueprint ... 179
7. Application Management: Build Phase ... 187
... 7.1 Solution Configuration ... 188
... 7.2 Test Support from SAP Solution Manager ... 195
... 7.3 Reporting - Configuration ... 214
8. Application Management: Deploy Phase ... 219
... 8.1 Solutions in the Solution Directory ... 220
... 8.2 Criteria for Tailoring a Solution ... 223
... 8.3 E-Learning Management - Efficient Knowledge Transfer During Projects ... 228
... 8.4 Reporting - E-Learning ... 233
9. Application Management: Operate Phase ... 235
... 9.1 Solution Monitoring ... 236
... 9.2 Issue Management ... 271
... 9.3 Planning and Delivery of SAP Services ... 280
... 9.4 SAP Premium Support ... 294
... 9.5 Service Desk ... 298
... 9.6 Solution Manager Diagnostics ... 334
... 9.7 Solution Reporting ... 359
10. Application Management: Optimize Phase ... 383
... 10.1 Change Request Management ... 383
... 10.2 Support for Upgrade Projects ... 412
... 10.3 Global Rollout ... 417
Appendix ... 435
... A. Further Information ... 437
... B. Glossary ... 455
... C. Literature ... 463
... D. Authors ... 465
Index ... 479
