Overview

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. 1. Comprehensive Introduction: Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager. 2. 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. 3. Configuration Steps: Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system. 4. Reporting and Analytics: Understand how to use key KPI-based reporting features and dashboards to monitor progress and status. 5. 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

Full Product Details

Author:   Nathan Williams
Publisher:   SAP Press
Imprint:   SAP Press
Edition:   New edition
Dimensions:   Width: 17.50cm , Height: 5.80cm , Length: 22.90cm
Weight:   2.608kg
ISBN:  

9781592294404

ISBN 10:   1592294405
Pages:   903
Publication Date:   28 January 2013
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In stock  
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Table of Contents

Introduction PART I: Introduction An Overview of IT Service Management Overview of ITIL and IT Service Management Application Lifecycle Management in SAP Incident Management Service Request Management Problem Management Change Management Integration of ALM and ITSM Summary User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1 SAP CRM Web User Interface Work Centers Summary Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Post-Installation and Technical Setup Authorization Roles and Security Concept Master Data Maintenance Adapting the SAP CRM Web UI: Configuration and Personalization Summary PART II: Application Incident Management An Overview of Application Incident Management Goals and Motivation Architecture and Infrastructure New Features and Enhancements Delivered with SAP Solution Manager 7.1 SAP CRM Web UI for Creating, Processing, and Tracking Summary Application Incident Management EndUser Roles and Process Flows Roles in Application Incident Management Incident Management Process Problem Management Process Service Request Management Process Summary Integration into Application Lifecycle Management Design and Build Phases Test Phase Deploy Phase Operate Phase Summary Channels for Creating and Resolving Incidents and Problems Inbound Channels Follow-Ups Summary Core Features of Application Incident Management Business Roles and Predefined User Interfaces Details Text Management Related Test Cases SAP Collaboration SAP Notes Attachments Checklists Scheduled Actions Processing Log Related Transactions Summary Additional Features of Application Incident Management Time Recording Service Level Management Dispatching Messages to the Support Team Knowledge Articles Summary Functional Configuration for Application Incident Management Chapter Overview Partner Determination Procedure Support Team Determination Time Recording Categorization Text Management Status Profile SLA Escalation Actions and Conditions Priorities Additional Capabilities Summary PART III: Change Request Management An Overview of Change Request Management Goals and Motivation Architecture and Infrastructure New Features and Enhancements Delivered with SAP Solution Manager 7.1 Web UI for Creating, Processing, and Tracking Summary Change Request Management End-User Roles and Process Flows ChaRM in the SAP Ecosystem Roles in Change Request Management Request for Change Process Key Differences between Normal and Urgent Changes Normal Change Process Urgent Change Process Administrative Change Process General Change Process Defect Correction Process Summary Additional Features of Change Request Management Retrofit Cross-System Object Lock (CSOL) Critical Object Check Managing Changes for Non-ABAP Systems Summary Enabling the Transport Management System for Change Request Management What You Should Know Before Setting up TMS for ChaRM Enabling the Transport Management System for ChaRM Summary Functional Configuration for Change Request Management Chapter Overview Basic Configuration Standard Configuration Enabling SAP ITSM Process Integration Adapting Standard Change Request Management Workflow Approval Settings Extended Configuration Additional Features Summary Maintenance and Project Administration Activities Implementation and Maintenance Projects Maintenance and Project Cycles Completing the Maintenance or Project Cycle Maintenance Cycle Strategy IMG and CTS Projects Summary PART IV: Reporting and Analytics Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM SAP IT Service Management Analytics Overview SAP IT Service Management Analytics Capabilities SAP Solution Manager with SAP NetWeaver BW Summary Change Request Management Reporting and Analytics Introduction to Change Request Management Reporting Components of Change Request Management Reporting Transport Request Tracking Other Change Request Management Reports Summary Appendices Lessons Learned When Implementing SAP ITSM Functions Upgrading to SAP Solution Manager 7.1 The Author Index

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Author Information

Nathan Williams is a senior SAP management and technology consultant with a prominent concentration in SAP Application Lifecycle Management and SAP Solution Manager. Coordinating with IT, business, and program management teams, he has effectively defined strategies and roadmaps to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. Nathan is also experienced with all technical configuration aspects of SAP Solution Manager, including security, Basis, and SAP CRM. You may contact Nathan at nwilliams@keenfusion.com.

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