1. SAP Solution Manager- The New Service and Support Infrastructure
SAP Service & Support Product Management

2. Challenges of Sophisticated System Environments
Different locations
Different countries
Different languages
Different time zones
Central vs. distributed
Global Planning and ATP
Global operations
Different applications
Different technologies
Different vendors
Point-to-point integration
Custom-made solutions
Heterogeneous solutions
Business processes R3 R3 R3 R
WEB Enabling
Global Planning
ATP
New Technologies R3 R3 R3 R3 I

3. SAP Solution Management
SAP Solution Management ensures that the customer solution that powers the core business processes performs reliably and operates at lowest cost of ownership by providing the necessary service and support, knowledge, and infrastructure.
Global Strategy & Service Level Management
Business Process
Management
Management of
SAP Technology
Software Change Management
Support Desk Management (Support Desk, Problem Resolution, etc.)

4. SAP Solution Management powered by Solution Manager
Global Strategy and Service Level Management
Powered by
SAP Solution Manager
delivered through…
Business Process Management
Safeguarding
Managing technical risk and ensures technical robustness of your solution
You receive
Management of mySAP Technology
Empowering
Empowering your with core competencies to operate and maintain your solution
Software Change Management
Solution Management Optimization
Ensuring that your solution works to its optimum potential at all times
Support Desk Management
Support Programs

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
Lowering 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. SAP Solution Manager – Central Platform
Customer System Landscape
Data Collectors
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 Active Global Support
SAP Service Marketplace

9. SAP Solution Manager
The SAP Solution Manager is the customer platform for efficient implementation and operation of SAP solutions
On-site platform to support key implementation activities
Central repository for documentation and issues
Includes key ASAP methodology
Enhanced content to encompass the specifics of mySAP Business Suite implementations
Integrated platform to support both implementation and operation of SAP solutions
Unique customizing distribution and comparison features
Process-driven blueprint, configuration and testing approach

10. 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
Data transfer
Project activities
Developments
(v3.1)
Authorization
Focus of tool support
Testing
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
Implementation content 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
Project Administration
Cross
functions
Message Handling / Reporting
Roadmaps

11. Implementation - Development Highlights in 3.1
Project Overview (Management View)
Status and issues overview by work package
Process view
Scope definition based on existing Solution Landscape
Process selection for new implementation project from existing Solution Landscape
Enhanced testing features
Central definition and storage of test cases
Integrated use of eCATT technology
Further integration of SAP Solution Manager with Test Workbench
Further improvements
Download of project data into MS Project
Improved customizing distribution features
Hand-over of Implementation Projects to Operations
Status and Issues Overview
Process View
Hand-over of Implementation Projects

12. Customizing Distribution
Customizing of certain objects in sync across systems
Reuse of Customizing (e.g. of SAP R/3) in other systems (e.g. SAP CRM)
Avoid redundant Customizing activities in a solution landscape
Central
system
Customizing data
R/3
DEV
Transport
R/3
QAS
Transport
R/3
PRD
Predefined list of synchronizing objects
Customizing
Distribution
CRM
DEV
CRM
QAS
Transport
Transport
CRM
PRD
APO
DEV
Transport
APO
QAS
Transport
APO
PRD
You often have to synchronize selected customizing settings in various systems in a system landscape. You can use the Customizing Distribution to synchronize customizing settings in a source system (e.g. SAP R/3) with the customizing settings in the target systems (e.g. an SAP CRM system) in a SAP system landscape.
Customizing Distribution also creates transport requests, to transport customizing changes from the development systems into the quality assurance and production systems. Customizing Distribution is performed in development systems. To transport to a quality assurance and production system later, release the associated transport requests. This ensures that the customizing settings are synchronized in all subsequent systems, not just the development system.
Certain customizing objects which must be synchronized in a development landscape are predefined in the system (Synchronization Objects). You can select synchronization objects and other customizing objects for the distribution with the Synchronization Group Editor. When you change objects in the source system, the Customizing Distribution starts a process which transfers the changes into the target system.
The system which is the reference for the Customizing Distribution is also referred to as the source system in the system landscape. This is usually an SAP R/3 System. All other systems in your landscape are referred to as target systems and are synchronized with the source system.
...
DEV
Transport
...
QAS
Transport
...
PRD

13. Business Blueprint of a Customer Solution
based 100% on SAP content
Customer Process
Customer Process
based 75% on SAP content
Customer-Specific
Solution
SAP Solution Manager
SAP’s delivered implementation content

14. Configuring and Testing a Customer Solution
Configuration in IMGs
Using BC Set technology
SAP Solution Manager
Customer-Specific
Solution
Prepare test plans
Test execution e.g using CATTs

15. Roadmaps Roadmaps in SAP Solution Manager
Guidelines for technical installation, implementation of operations and ongoing operation activities.
Links to documents suitable to your actual project phase

16. 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 SAP solutions
Technical Implementation
SAP Solution Monitoring
Implementation of
Operations
SAP Support Desk

17. New Interface in 3.1 – Solution Landscape Overview

18. New Interface – Based on SAP Solution Management
Layout designed according to the 5 Solution Management key components
Global Strategy
SAP Technology
Business Process Management
Software Change Management
Support Desk

19. Access System Landscape for Operations

20. Service Delivery Platform - Proposals and Ordering
Service Proposals and Ordering Process
Maintain your Solution Landscape in the
SAP Solution Manager
Get suitable Services and Best Practices Proposals
Order Services through direct links to SAP Marketplace
New service delivery scenario with the SAP Solution Manager – example SAP EarlyWatch Alert / SAP EarlyWatch Check
SAP Solution Manager
SAP Solution Manager
SAP Service Marketplace

21. SAP Solution Monitoring – Long-term and Realtime
SAP Service Level Management
Service Level Management for
periodic, long-term and cross-system
reporting, including business processes
based on SAP EarlyWatch Alert
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 solution

22. SAP System Monitoring - Workflow
Expert Monitors in direct linked satellite systems
Alert graphics
Open task overview
System related tasks with integrated automated log
SAP System Monitoring of core components to detect critical situations as early as possible
Supports Administrators with the administraton of new SAP products
SAP System Monitoring and SAP Central System Administration complement each other

23. SAP Service Level Reporting - Workflow Example
Measures and communicates agreed service goals defined in your Service Level Agreements
Triggers reports regularly, e.g. once a week or month
Configuration without expert knowledge
Evaluates key performance indicators
Preconfigures recommendations to be individually tailored and extended
Facilitates forecasting
Alert Overview
Service recommen-dations
Alert details
Link to SAP Service Catalog

24. Solution Monitoring - Data Collection
SAP Solution Manager
Critical Alert
Situations:
Detailed
Reporting:
System- and Business Process Monitoring
Service Level Reporting
Business Processes
Early Watch
Alerts
Satellite Systems
Realtime-Monitoring:
CCMS Monitoring
Infrastructure (RZ20)
Continous-Monitoring: Service Data Download (SDCC)

25. SAP Business Process and Interface Monitoring
SAP Business Process Monitoring
is the process-oriented monitoring of the most important or critical business processes of a company
includes the observation of all technical and business application-specific functions required for a smooth and reliable flow of your business processes
SAP Business Process Monitoring comprises:
Detailed procedures for error handling and problem resolution
Precise definition of contact persons and escalation paths
Tight integration of the customer’s support organization

26. SAP Support Desk – Functions
Customer Internal Message Handling (Support Messages)
Messages created within the user's work environment
Automatic collection of system, context, and component 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 messages to SAP
Receive status updates and solutions 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 3.1 Functionality
New SAP Support Desk functionality on SAP Solution Manager 3.1 (unrestricted shipment Q3 2003)
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
Integration with billing and controlling functionality
Advanced reporting via BW

28. Optimum Communication through integrated CRM
Customers
SAP
Sales
Customer 1
Partner
Consulting
Solution
Solution
Manager
Solution
CRM
Messages, Issues
Alerts, Project Status ...
SAP Solution Manager
Solution
CRM
Customer 2
Solution
Manager
SAP Service Marketplace
Services/Best Practices
Upgrade, Sizing, Capacity, ...
CRM
SAP Notes,
Support Packs ...
Customer 3
Solution
Manager
Education
Support
CRM
Hosting

29. Working with SAP Support Desk - Support Process
Creates Message
Solution
Support
Search for Solution
SAP Service
Marketplace
End User 2 1
Find Solution
Provides Solution
SAP System
SAP
Solution Manager or
SAP Notes Database Service Products Best Practices DB
Forward Message 4 3
SAP Support
Customer's Solution Database
Provides Solution
Provides Solution
Customer
SAP

30. 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.

31. Support Message – Additional 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.

32. SAP Issue Tracking – Issue Attributes
An issue describes a problem
which requires a solution
Problem Description
Description
Business impact
Completion crtiteria
Context information
Project / Organsisation
Business Process
Software component
Issue List
Status Information
New
In processing
Closed
Escalated
Issue Resolution
Recommendations
Support Services
Consulting
Processing History
Who
When
What
Responsibilities
Customer/SAP/Partner
Creator
Customer Contact in Project/Organization

33. SAP Issue Tracking – Use in Projects and Operation
Project Work
Implementation, Upgrades, De-Escalation, ...
Solution Support
Error Messages; First/Second Level Support
Issue related to a customer project or customer support
Problem description
Activity list
Responsibility
Processing history
Context information
SAP Support Services
Safeguarding Empowering Optimization
Solution Operations
Monitoring SAP EarlyWatch Alert
Top Issue used for top management reporting

34. SAP Solution Manager Benefits
Supports key implementation activities on a process basis:
Central point of access for key implementation activities
Process-driven blueprint, configuration and testing approach
Central repository for documentation and issues
Implementation content to facilitate the solution design (new scenarios available for mySAP CRM, mySAP SCM, mySAP SRM in July 2003)
Unique customizing distribution and comparison features
Full alignment with SAP Services including future process based services
Supports operations and continuous improvement phase
Reduction of TCO
SAP System Monitoring including SAP Business Process Monitoring
Automatic reporting of system performance KPI's
Automatic notification when support services are needed
Integration into SAP Back Office through SAP EarlyWatch Alert (EWA)
Customer Self-Services (SAP EarlyWatch Health Check, SQL Analysis, CPO)
SAP Support Desk with SAP Active Global Support integration

35. 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:
Implementation technology and content included
SAP Solution Manager 2.2 (on SAP Web AS 6.20)
EoS:
EoM:
Ramp-Up Phase
SAP Solution Manager 3.1 – Web AS 6.20
Recommendations for our customers:
New Installations:  2.2
Existing Installations:  2.2 for advanced business process monitoring and/or to support implementation projects Otherwise 2.1 is also feasible.
Unrestricted shipment of SAP Solution Manager 3.1 will start after successful Ramp-Up

36. 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 prior to SAP Service Delivery
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

37. 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 – configuration check prior to SAP Service Delivery, covered by SAP Standard Support
Workshop TSLM10 for technical installation and features
Course SMI310 SAP Solution Manager - Implementation tools in detail
3 day class based on SAP Solution Manager 2.2 release
Course 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

38. 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)
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 38

39. Questions?
Q&A