Service Level Management-the ITIL Process in SAP Operations
SAP PRESS Essentials 21
1st Edition
Published on 1. January 1970
Book
Hardback
86 pages
978-1-59229-103-8 (ISBN)
Description
This new guide in the SAP PRESS Essentials series describes the implementation of Service Level Management with SAP technology. Developed from the practice of SAP Global Support, this invaluable guide provides readers with mission-critical background information on Service Level Reporting and provides exclusive tips for establishing sensible Key Performance Indicators in SAP operations. In addition, an entire chapter is devoted to providing extensive practical guidance for the implementation of these requirements, using SAP Solution Manager 4.0.Highlights include:- Best practices for successful Service Level Management - SLM in practice: User experiences, guidance, and implementation advice- Service Desk: Support processes and reporting requirements via SAP support- Important technical factors and considerations- Key Performance Indicators in the SAP environment- Requirements for Service Level Reporting using SAP Solution Manager
Highlights include:
Best practices for successful Service Level Management
SLM in practice: User experiences, guidance, and implementation advice
Service Desk: Support processes and reporting requirements via SAP support
Important technical factors and considerations
Key Performance Indicators in the SAP environment
Requirements for Service Level Reporting using SAP Solution Manager
More details
Person
Author
Dr. Vital Anderhub studied computer science at Technische Universität in Berlin, Germany. He then worked as a research associate at Humboldt-Universität, also located in Berlin, Germany, where he earned a doctorate in economics. Since 2000, he has worked as a Senior Support Consultant in Active Global Support at SAP AG. Vital has carried out system operation analyses for various well-known SAP customers and designed the SAP Training, "System Administration with SAP Solution Manager."
Content
Introduction ... 5
1. Service Level Management ... 7
... 1.1. Basic Principles of Service Level Management ... 8
... 1.2. Service Level Management and ITIL ... 11
... 1.3. Defining Requirements ... 14
... 1.4. Limits of ITIL ... 16
2. Service Level Management in Practice ... 17
... 2.1. Maturity Stages of Service Level Agreements ... 17
... 2.2. General Conditions ...17
... 2.3. Organizational Structures ... 19
... 2.4. Service Level Management Team ... 21
... 2.5. Business Processes and the System Landscape ... 22
... 2.6. Tasks in System Operation ... 25
... 2.7. Key Performance Indicators ( KPIs ) ... 25
... 2.8. Frequent Errors and Potential Problems in an SLA ... 26
3. Service Desk ... 27
... 3.1. Integrated Support Processes ... 27
... 3.2. Incident Management and Problem Management ... 28
... 3.3. Change Management ... 29
... 3.4. Agreements and Reporting on Support Processes ... 30
4. Technical Influencing Factors ... 31
... 4.1. Factors for Defining SLAs ... 31
... 4.2. Monitoring ... 35
5. Possible KPIs for SAP ... 39
... 5.1. From the Business Process to the KPIs ... 39
... 5.2. Technical KPIs ... 40
6. Service Level Reporting ... 45
... 6.1. Creating Service Level Reports ... 45
... 6.2. SAP Solution Manager ... 45
... 6.3. Connecting the Satellite Systems ... 48
... 6.4. CCMS Enhancement Options ... 51
... 6.5. Autoreaction and Notification Methods ... 53
... 6.6. Data Structures in SAP Solution Manager ... 54
... 6.7. Solution Monitoring ... 58
... 6.8. Service Level Reporting in SAP Solution Manager ... 64
... 6.9. Evaluations in Solution Reporting ... 73
... 6.10. Enhanced Data Collection Techniques ... 76
7. Conclusion ... 79
Sources and Further Reading ... 81
Index ... 83
1. Service Level Management ... 7
... 1.1. Basic Principles of Service Level Management ... 8
... 1.2. Service Level Management and ITIL ... 11
... 1.3. Defining Requirements ... 14
... 1.4. Limits of ITIL ... 16
2. Service Level Management in Practice ... 17
... 2.1. Maturity Stages of Service Level Agreements ... 17
... 2.2. General Conditions ...17
... 2.3. Organizational Structures ... 19
... 2.4. Service Level Management Team ... 21
... 2.5. Business Processes and the System Landscape ... 22
... 2.6. Tasks in System Operation ... 25
... 2.7. Key Performance Indicators ( KPIs ) ... 25
... 2.8. Frequent Errors and Potential Problems in an SLA ... 26
3. Service Desk ... 27
... 3.1. Integrated Support Processes ... 27
... 3.2. Incident Management and Problem Management ... 28
... 3.3. Change Management ... 29
... 3.4. Agreements and Reporting on Support Processes ... 30
4. Technical Influencing Factors ... 31
... 4.1. Factors for Defining SLAs ... 31
... 4.2. Monitoring ... 35
5. Possible KPIs for SAP ... 39
... 5.1. From the Business Process to the KPIs ... 39
... 5.2. Technical KPIs ... 40
6. Service Level Reporting ... 45
... 6.1. Creating Service Level Reports ... 45
... 6.2. SAP Solution Manager ... 45
... 6.3. Connecting the Satellite Systems ... 48
... 6.4. CCMS Enhancement Options ... 51
... 6.5. Autoreaction and Notification Methods ... 53
... 6.6. Data Structures in SAP Solution Manager ... 54
... 6.7. Solution Monitoring ... 58
... 6.8. Service Level Reporting in SAP Solution Manager ... 64
... 6.9. Evaluations in Solution Reporting ... 73
... 6.10. Enhanced Data Collection Techniques ... 76
7. Conclusion ... 79
Sources and Further Reading ... 81
Index ... 83