Incident Management Overview. ALM Solution Management 2011

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1 Incident Management Overview ALM Solution Management 2011

2 Infrastructure ERP, SCM, SAP Business Suite SAP Collaboration SAP CRM Service Service Level Management Incident & Service Request Management Problem Management SAP ERP (HR, FI, Asset) SAP CRM IT Service Mgmt. Installed-Base & Object Management Customer Knowledge Management Change Management Interoperability with ALM processes Projects Change Management Root Cause Analysis Test Management Montoring & Alerting 2011 SAP AG. All rights reserved. 2

3 Overview- Process Incident inbound channels Incident & Problem Management Incident/Problem follow-ups SAP solutions Receive SAP Support Enduser Self Service Search Dispatch Change Request 3rd party Help Desk Analyze 3rd party Help Desk Phone & via Interaction Center Forward Provide Solution Tasks ALM process (Test, Implementation, Alert,etc.) Analytics Known Error 2011 SAP AG. All rights reserved. 3

4 Use case - IT Service Management ITSM for the whole IT customer solution Enterprise Support SAP Solution Manager Solution Documentation (Business Process Descriptions) New sales opportunity received via mobile device Entered in SAP ERP / CRM System Saved in 3 rd party database Printing of Invoice Mobile SAP Components Database Printer Need Firm-ware update Low performance in PO1 Can t save my data Printer is out of paper Repair Research Resolve 2011 SAP AG. All rights reserved. 4

5 Use case - SAP support centric use case Customer SAP Business User Incident is recorded Key User SAP Service Marketplace Search for SAP Application Solution SAP Notes Database Root Cause Customer Knowledge Database Forward Problem SAP Support Root Cause Root Cause Solution Solution 2011 SAP AG. All rights reserved. 5

6 Inbound channels

7 SAP Frontend Integration The SAP Frontends have an preconfigured integration into the Application Incident Management of SAP Solution Manager. The user of SAP solutions can create incidents out of their current transaction. The incident will be enriched automatically with system information (e.g. User, Support Package level, transaction, etc.) The SAP component is auto-assigned based on the transaction from where the user creates the incident. Following SAP Frontends are supported: SAP GUI SAP Netweaver Business Client SAP Portal SAP CRM WebClient 2011 SAP AG. All rights reserved. 7

8 Web Self Service for Reporter configurable on Web Client The Business role ITSM_Requestor is designed to create incident messages in an end user self service scenario. The Business role can be configured to customers requirements 2011 SAP AG. All rights reserved. 8

9 Web Self Service for Reporter WorkCenter Incident Management SAP Solution Manager still provides a Work Center UI for Application Incident Management. It contains a preconfigured role for end users to Report new incidents Track, reply and confirm the own incidents and a preconfigured UI for message processor to Define own search queries Status overview Monitor a watch list Preview on incidents 2011 SAP AG. All rights reserved. 9

10 Interaction Center* for IT Service Desk Agents (1) All functionality relevant for IT service desk agents can be found in the IT Service Desk Agent role. *Pricelist component 2011 SAP AG. All rights reserved. 10

11 Interaction Center for IT Service Desk Agents (2) SAP CRM Interaction Center provides IT service desk agents with a multifunctional framework including all of the tools they need for their jobs: Role-based access Account identification with object and installation identification Interaction History Incident, Problem, Request for Change Management Agent Inbox Knowledge Article Search Response Management System Scripting, Alerts and Messages Transaction Launcher Optional integration with SAP Business Communication Management or 3 rd party telephony system 2011 SAP AG. All rights reserved. 11

12 inbound Incidents and problems are now enabled for Response Management System in Interaction Center environments, allowing: Automatic creation of Incidents and problems based on ERMS processed inbound s Automatic linking of reply s to the original Incident / problem Routing of a generated service request / problem to a specific service team or employee responsible Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith 2011 SAP AG. All rights reserved. 12

13 Build & Design Phase Build& Design Test Deploy Operate Create & track issues in design Create & track issues in configuration Makes Business Blueprint and Configuration issues transparent 2011 SAP AG. All rights reserved. 13

14 Test Phase Build& Design Test Deploy Operate Testing Integration Testing Log & track test defects Error while testing Set status of test to error Create a Service Desk message with context of test case Determine route to test case owner Resolve error and return to tester Retest the test case and confirm Service Desk message Test case successfully finished Use Service Desk for central test defect resolution 2011 SAP AG. All rights reserved. 14

15 Deploy Phase Build& Design Test Deploy Operate Create follow-up activity to deploy changes to resolve an incident Incident Solve incident with SAP note Support employee creates follow-up Change Request from incident Change Request confirmed by Change Manager Create a Change Document Implement SAP Note Test changes Deploy in productive system Feedback to support employee/ requester Service Desk to log business change requirement 2011 SAP AG. All rights reserved. 15

16 Operate Phase Build& Design Test Deploy Operate Technical Alert Monitor Business Process Monitoring alerts Application Incident Management supports the workflow for resolution of alerts, increases the availability of the IT solution, and minimizes negative business impacts 2011 SAP AG. All rights reserved. 16

17 3rd party Help Desk integration SAP Solution Manager offers a bi-directional interface that enables the exchange of messages between Service Desk and third party help desk tools or another SAP Solution Manager Service Desk. It enables customer to use SAP Solution Manager for SAP related incidents in addition to an existing Help Desk tool SAP AG. All rights reserved. 17

18 Integration with SAP CRM Shared Service (1) IT SAP Service Management Billing and Cost Allocation Application Incident Management Finance Management Service Management Resource Management Asset Mgmt SAP CRM Release 7.0 provides a standard interface to SAP Solution Manager, for Incident Management. Incident messages can be transferred from CRM to the SAP Solution Manager for further processing, e.g. by Global SAP Support. The incident messages are replicated and the CRM status keeps synchronized while the processing in SAP Solution Manager SAP AG. All rights reserved. 18

19 Integration with SAP CRM Shared Service (2) If an incident you have created in the SAP CRM system needs to be processed in the SAP Solution Manager system, you can set the SAP Solution Manager Process status. This will create a corresponding incident in the SAP Solution Manager and the incident will be processed there. Status and other updates will be reflected in the SAP CRM system. Incident Details The IT service desk agents and IT service professionals have easy access to the SAP Solution Manager work centers, e.g. if they quickly want to check some information about an SAP application SAP AG. All rights reserved. 19

20 Incident & Problem Management

21 from a ITIL perspective The Objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented Information Technology Infrastructure Library (ITIL) SAP Solution Manager supports the complete processes of Incident Management and Problem Management and offers a high integration with SAP and IT environment. This helps customers to lower the meantime to resolution and by this to increase the availability of mission critical business processes and to gain 100% transparency on issues and challenges SAP AG. All rights reserved. 21

22 Incident Details (1) You can create an incident from scratch or from a template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a change request In the incident you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send Print / Print Preview In the Incident (Service Request) Details you can document who has reported the issue and who is responsible for it the processing status SLA dates the impact, urgency, priority and multiple categories textual descriptions of diverse text types which objects are affected whether the incident is assigned to a problem, request for change, or knowledge article 2011 SAP AG. All rights reserved. 22

23 Incident Details (2) In the incident, you have access to detailed information such as SAP Attributes and Collaboration activities Related knowledge articles and further related transactions Attachments and notes (correspondence, SAP Notes) ALM process integration (Testcase defects, Alerts,) Information about related Business processes Date and duration information Time recording Organizational data and parties involved Change history and processing log 3 rd party Help Desk interfaces 2011 SAP AG. All rights reserved. 23

24 Problem Details (1) In the Problem Details you can document who has reported the issue and who is responsible for it the processing status and requested start and end date the impact, urgency, priority, problem category and further categories textual descriptions of diverse text types which objects are affected whether the problem is assigned to a knowledge article or request for change 2011 SAP AG. All rights reserved. 24

25 Problem Details (2) In the problem you have access to Dispatch Auto Complete Find Knowledge Articles Send Print / Print Preview Display Object Relationships You can create a problem from scratch or from a template. You can copy an existing problem You can create follow-up transactions from the problem, for example, a knowledge article or a service confirmation 2011 SAP AG. All rights reserved. 25

26 Related Incidents If several incidents (or service requests) are probably related to the same root cause, the IT service professional can assign these incidents to a problem. The IT service professional can search for the incidents via value help, or via Find Related Incidents. Find Related Incidents gives a list of incidents which have the same catalog categorization as the problem. The IT service professional can select the relevant incident/s and assign them to the problem. To stop individual processing of the incidents, the IT service professional can lock the incidents to the problem, so that only the problem needs to be completed and the locked incidents will then be automatically closed SAP AG. All rights reserved. 26

27 Unlock an Incident from a Problem An incident can be assigned and locked to a problem (or also a request for change). In this case the incident will not be processed individually. The completion of the problem (request for change) will automatically close the incident. If an incident is locked to a problem (request for change) but the IT service professional would like to process it individually after all, the employee can select Unlock in the incident to open the incident again for processing SAP AG. All rights reserved. 27

28 Create Knowledge Article as Follow-Up If you have found the reason for a problem, you might want to create a knowledge article for it. From the problem you can create a knowledge article through Create Follow-Up. The new knowledge article can then be used for issue resolution of future incidents SAP AG. All rights reserved. 28

29 Incident & Problem Features

30 Problem Overview A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually. Nearly all functions as described for the Incident also apply to the problem. Not included in the problem are: Unlock Find Related Problem Process Flow of Service Request In addition to incident functions, the problem offers: Related Incidents assignment block to bundle incidents Pricing, shipping and billing assignment blocks 2011 SAP AG. All rights reserved. 30

31 SLA Determination and Date Calculation Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and sold-to parties. In the Incident, the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like To Do By can be automatically calculated based on the service and response profile information SAP AG. All rights reserved. 31

32 Escalation When the due date of an incident, problem, or request for change is exceeded it can be escalated by a background action. Escalation level is increased Escalation date is set Due < Current? The transaction can be escalated in two levels. Escalations can be lowered by a manual action in the transaction. Escalation level is reduced Escalation date is deleted 2011 SAP AG. All rights reserved. 32

33 Solution Categorization Solution categories are used to classify problems, for example, as known error or problem caused by change. The solution categorization can be set after a final solution has been found. It has mainly reporting benefits to analyze the efficiency of the Problem Management SAP AG. All rights reserved. 33

34 Functions Based on Multilevel Categorization (1) The incident / problem can be categorized on multiple levels with several categorization blocks. To auto complete a Incident, the processor needs to select a categorization and the system can then find and copy a template which was assigned to this categorization Problems with the same categorization as entered in the Incident can be proposed by the system when choosing Find Related Problems Knowledge articles with the same categorization as entered in the Incident can be proposed by the system when choosing Find Knowledge Articles 2011 SAP AG. All rights reserved. 34

35 Example: Find Knowledge Articles (2) Find Knowledge Articles finds knowledge articles which have the same categorization on header level as a incident, problem, or request for change SAP AG. All rights reserved. 35

36 Dispatch Dispatching allows to assign a incident / problem to another employee or service team based on flexibly definable rules, for example if a help-desk agent cannot solve an issue remotely and wants to dispatch the incident to the 2 nd level support. Rules for dispatching are set up in the Rule Modeler SAP AG. All rights reserved. 36

37 Knowledge Article Integration To help process the Incident, the processor can search for knowledge articles in the Incident: Knowledge Articles assignment block: Search for relevant knowledge articles via F4 help Find knowledge articles (from the More button on header level): Proposes knowledge articles which have the same categorization as the Incident Suggest knowledge articles (from the Knowledge Articles assignment block): Proposes knowledge articles which are assigned to a category in the categorization schema 2011 SAP AG. All rights reserved. 37

38 Durations The system can automatically calculate the duration of a Incident. Per default, two duration types are delivered: Work duration: Calculates the time a transaction was in work, but not in status Customer Action Total duration: Calculates the total time it took to complete the transaction You can display durations in the Dates assignment block as well as in the Service Level Agreement assignment block SAP AG. All rights reserved. 38

39 Follow-Up Transactions and Scheduled Actions You can configure the system so that you can create all sorts of transactions as follow-up of a Incident, for example a Request for Change: You can schedule and execute actions in the Incident: 2011 SAP AG. All rights reserved. 39

40 Related Transactions In the Related Transactions assignment block, the system automatically updates links to transactions which are related to the Incident processing, e.g. the Interaction Record, a service contract, or a knowledge article which was created as follow-up of the Incident you can manually add any further transactions which are relevant for the Incident to refer to them 2011 SAP AG. All rights reserved. 40

41 Display Object Relationships If object relationships exist for an object entered on the Incident s header, you can display the relationships from the Incident SAP AG. All rights reserved. 41

42 Processing Log The processing log provides a consolidated audit trail of changes made to a transaction Various log types are available for selection One type can be defaulted for viewing Changes to fields can be logged selectively 2011 SAP AG. All rights reserved. 42

43 Time Recording Time Recording enables fast and easy entry of time spent working on a incident or problem: Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc. Typically the user only needs to enter the actual duration and start time If you have SAP CRM Service Confirmation Management activated, the system automatically creates a service confirmation item per entered time record 2011 SAP AG. All rights reserved. 43

44 Auto Suggest Knowledge Article Alert in Interaction Center To automatically inform agents about knowledge articles matching the service transaction s categorization, an alert can be set up: From the alert, the agent can: access the list of proposed knowledge articles review the knowledge articles details send the knowledge articles via SAP AG. All rights reserved. 44

45 Attachments The Attachment Assignment Block offers to upload any document from your hard disk or to link to existing documents in the content of the Knowledge Database Any changes on attachments are saved in versions. It is possible to check in /check out documents of the attachment AB. A where used list shows all related documents where the attachment is linked to SAP AG. All rights reserved. 45

46 Business Role SOLMANPRO with SAP Solution Manager specific enhancements The Business Role SOLMANPRO is designed to process professionally incidents, problems, requests for changes and change documents. It substitutes the existing CRM role ITSERVICEPRO The role includes functional enhancements and deep integration in ALM processes of SAP Solution Manager. It runs integrated in the existing SAP ITSM functionalities, so typical SAP CRM or SAP ITSM functionalities can further be used SAP AG. All rights reserved. 46

47 Substitutes In the Work Center Incident Management, you can easily define substitutions. Who is substitute for me in a specific period and receive all my work items. For whom I substitute in a specific period and receive all his work items. Alternatively the substitution can also be set in the Business Partner Master data with relationships SAP AG. All rights reserved. 47

48 Business Process assignment In the Assignment Block Projects it is possible to assign any process / process step based on the Solution documentation (in transaction solar01). Multiple assignments are possible. If an incident was reported out of the Business Blueprint, the process assignment is automatically done. You can e.g. display all incidents based on Business process search 2011 SAP AG. All rights reserved. 48

49 SAP Collaboration (1) The Assignment Block Sap Collaboration is used to create SAAp support messages. It guides the user through several steps where at the end the incident / problem will create a corresponding message in SAP Support Backbone. All the further communication with SAP can be done here Before sending a message to SAP we recommend to search in the SAP xsearch, which is search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc SAP AG. All rights reserved. 49

50 SAP Collaboration (2) It is also possible to open a service connection to SAP and maintain login data, so SAP support employees can remote login and make an analysis. The guided procedure collects again all relevant data, that you want to send to SAP Support In case the priority is high or very high it would also be necessary to maintain Business consequences SAP AG. All rights reserved. 50

51 SAP Collaboration (3) With a prerequisite check, it will be avoided that messages would not be created, because of e.g. a mismatch with the assigned S-user and installation number. In the final step you get an overview about all data that would be send to SAP. In the AB you also would confirm the SAP message and fill in the Positive Call Closure SAP AG. All rights reserved. 51

52 SAP Notes In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP message will be displayed. It is also possible to add manually SAP notes or to start the SAP Notes search on SAP Service Marketplace SAP AG. All rights reserved. 52

53 Text Management Better overview about text log history Use text templates (personnel or system templates) Maintain own text templates(personnel or system templates) Use filter to focus on specific text types Activate /Deactivate the display of the system context Increase / Decrease the text area Activate / Deactivate the Rich text formatting 2011 SAP AG. All rights reserved. 53

54 Test defect Management Find detailed information about the the related test case if the incident was created out of SAP Solution Manager Test Management in case of an test defect. Use the Incident Management search to find all incidents related to an Testplan SAP AG. All rights reserved. 54

55 Business Process Monitoring Alerts The Assignment Block shows the relevant Project or Solution and the process in which the Business Process Monitoring has detected an alert. Those alerts can automatically trigger to create an incident message. In this AB it is possible to identify which Business process is affected and if you show the alert you will get further details of the monitoring alert SAP AG. All rights reserved. 55

56 3rd party interface If the 3rd party Web Service interface is activated to connect SAP Solution Manager to another Help Desk system, in this Assignment Block the synchronization per incident would be managed. It is possible to be connected with multiple 3rd party systems You can trigger manual actions, such as synchronize, send message, etc. here 2011 SAP AG. All rights reserved. 56

57 Individual actions There are individual actions that are preconfigured in SAP Solution Manager. Most of them are bundled with conditions and are therefore processed in background. The actions that can be triggered manually could be performed in the Assignment Block Scheduled actions Alternatively the actions that start a method could also be triggered in the Menu bar. Customers can use the actions to realize individual steps in the support process Dispatch to different team Z_Action1 Z_Action SAP AG. All rights reserved. 57

58 SLA Alerts & Escalation Definition of Service times Definition of IRT and MPT times based on priorities Maintain SLA relevant Status Automatic Recalculation of IRT/ MPT in case of Status- or Priority changes Percentage of left over time of reaction and processing time Definition of percentage level which is setting an additional escalation status Escalation triggers notification to an Business Partner (to specified which?) SAP AG. All rights reserved. 58

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