Configuration - Part 1: IT Service Management

IT Service Management
Configuration Part 1
ALM Solution Management
May, 2012
issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction Center Web UI preconfiguration attachments
change request IT Service Management dispatching SAP collaboration dashboards Change Management reaction time reporter Application Lifecycle Management follow-up transactions
call agent notification services contacts licenses Incident Management priority messages SAP Solution Manager escalation test defects SAP CRM 7.0 assets integration knowledge
article E-Mail SLA categorization locking queries WorkCenter solution alerts root cause analysis actions working time 3rd party interface setup key user SAP notes support organization
partner ecosystem business partner
Agenda:
o UI Framework & Personalization
o Incident & Problem - Configuration hints
o Upgrade
o Setup, Services,& additional information
2012 SAP AG. All rights reserved. RKT 2

UI Framework & Personalization

Web Client User Interface
Key Features
The Web Client User Interface is the first step into a new era of user interfaces regarding usability and flexibility
for the business user.
State of the art, modern user interface leveraging Web 2.0 paradigms
Simple information and navigation architecture to facilitate finding, reviewing and editing of information
Broad personalization capabilities across all software areas to let the user decide how he works best
Simple but flexible UI configuration capabilities to pre-define the user interface for user groups

UI Configuration WebClient
Key Features
Efficient and Holistic
Tools Examples in UI Configuration
UI Configuration
To adjust the CRM user interface to your UI Configuration Tool Add new fields
corporate identity and to your business Business Role and Navigation Bar Position fields on views
needs a bundle of integrated tools is Customizing
provided Rename field labels
Design Layer Customizing
Application Enhancement Tool (AET) Use personalization
BSP WD Component Workbench Define captions

Define Navigation Bar entries
Create Business Roles

Design Layer Web Client User Interface
Key Features
Features of the Design Layer
Allows the Customer & SAP to Rename Field Labels and have this change affect other views
Maintenance of whether a field is relevant and should be hidden or visible in the UI Configuration Tool
Assign existing value helps from the ABAP Dictionary without any customer-specific development
Value Help: Search help, Check table and Domain values
Field Type: Input field, Checkbox and Dropdown list box

Web Client User Interface
Please find more information in the Web Client UI Guidelines in
http://service.sap.com/rkt-solman

IT Service Management Application Enhancement Tool
Screenshot: Detailed Field View
Supported Methods
Create a field with properties that match best the specific

business needs
View the details of the custom fields in a convenient
manner
Modify and regenerate existing fields
Provide translations in the system supported languages
Extend the supported external interfaces - for example
Mobile, R/3, BW and OLTP Reporting
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either
express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement

WebClient Framework
Personalizing the User Interface
General Settings
Date and time format
Enabling the UI Configuration
Enable Favorites
Dropdown Listbox settings
Personalize Layout
Navigation Bar (Direct Link Groups)
Layout (Skin, Text Size)
Home Page Set-up
Application Links
Widgets
Web Links
Personalize User Data
Password settings
User Information
More Information : Online Documentation

WebClient Framework
Personalizing Incident Management
Personalize Overview Page
Display/Hide Assignment Blocks
Change Order
Personalize Tables / Result Lists

Display/Hide Columns
Change Order of columns
Change width of column (relative (%) , absolute (pixel))
Change number of visible rows before scrolling
Change number of rows before paging
Online Documentation : Personalizing Tables

WebClient Framework
UI Configuration
Configure the UI directly from the
Incident Management
Via Show Configurable Areas
The
configurable areas are highlighted, and you start the configuration of
the related view by clicking one of the configurable areas.
Via Configure Pages
Used
to configure superior views such as the Home page, work center
page, and overview page.
Configuration possibilities
Adding Fields
Removing Fields
Changing Position of Fields
Adding Blank Rows
Changing Field properties
Online Documentation : UI Configuration

Roles & Authorizations

SAP Solution Manager Roles and Authorizations
Concept in SAP Solution Manager (Using CRM Org Model)
CRM Org
Business Partner
CRM Business Role
Employee / Organization
User Master Record

PFCG Role
(transaction SU01)

Organization Model (CRM Org Model) CRM Org
Organizational Model (transaction PPOMA_CRM)

offers you a flexible tool for handling your companys
task-related, functional organizational structure
maintain the company structure including the
positions and employees
assign specific data (attributes) to the organizational units
especially used for organizational data determination
SAP Solution Manager uses CRM Org instead of HR Org model
compared to ECC (HR Org), organizational model in CRM
is more comprehensive, flexible and dynamic
Org model from ECC system (HR) can be reused in SAP Solution Manager

Business Partner
Business Partner (1 / 2) Employee / Organization
Business Partner in General

can be linked with the CRM Org model
reflect a person or an organization within companys IT
processes based on SAP Solution Manager
Business Partner Types:
BP Organization: represents companies/organizations
(internal or external)
BP Person: represents companys employees, such as key
users and processors, as well as individual who are not part of
the company

Business Partner
Business Partner (2 / 2) Employee / Organization
BP Organization
usually linked to organizational units in CRM Org model
can be created
manually (transaction BP)
manually from CRM Org model
(transaction PPOMA_CRM)
BP Person
are usually linked to user accounts on
SAP Solution Manager and/or Managed Systems
can be created
manually (transaction BP)
automatically (transaction BP_GEN)
automatically or background job (transaction BP_USER_GEN)
automatic synchronization of business partners and user accounts via background job (BP_USER_GEN)
User Master Record
User Master Record (Transaction SU01)
User Master Record

reflects user account on a SAP system
allows access on SAP system
consists of attributes that identify an end-user
can be maintained in transaction SU01
authorization roles (PFCG roles) can be assigned
can be synchronized with Business Partner according
to maintained email address

PFCG Role PFCG Role
PFCG Role
also called Authorization Roles
grant a user access to more functionality
on technical level
contain authorization data with specific definition based
on authorization objects
can be configured role based (transaction PFCG)
SAP Solution Manager provides different role types:
Workcenter Roles (Basic / Navigation Roles)
Authorization Roles (Functional / Context Authorization)

CRM Business Role CRM Business Role
CRM Business Role

describes the user interface of SAP CRM and displays the functions in the CRM Web Client
the most important business role in SAP Solution Manager is SOLMANPRO (IT Service Management)
can be is assigned to the end-user via
SU01 using parameter CRM_UI_PROFILE
CRM Org model
PFCG role which is linked to a business role
a user can have multiple business roles

SAP Solution Manager Roles and Authorizations
Concept in SAP Solution Manager (Without CRM Org Model)
Roles and Authorizations in SAP Solution Manager

can be even granted without using the CRM Org model.
IT Organization

IT Service Management
Business Partner and User Generation
The report AI_SDK_USER_BP_GEN can be planned as

a background job to generates and update system users
and Business Partners from a managed system (e.g.
central user management system)
LDAP connection possible . See
Business Partner
Managed system - User BP number: 4812
Name: H. Schmitt
hschmitt@infoland.de
Ident: POD_100_....
System ID: POD 100 User: HSCHMITT
User: HSCHMITT
hschmitt@infoland.de
Log-in User
User: HSCHMITT
Initial Password

IT Service Management on SAP Solution Manager
ITSM Roles and Predefined UIs
component
1st Level Support

Pricelist
Telephony
Integration / E-Mail / IT Service Desk
Chat / IC_AGENT -
InteractionCenter Agent
ITSM Professional
SOLMANPRO - Solution Manager ITSM
Enhanced with authorization roles
Phone Incident &
Administration
Call Problem Analytics
Change
Management + Masterdata,
Management + ITSM
ITSM 1st Level Service
Enterprise Support
Root Cause Dashboards,

+ Change Operations
E-Mail Support Analysis,
Management (Categorization,
ITSM BW
Knowledge Reportings
Incident Pre-Clarification, Management,
Rules, etc.)
Search, Dispatching
SOLMANDSPTCH - Solution
Incidents Manager ITSM Dispatch
Self Service
Portal
Service
SOLMANREQU -
Requests
Solution Manager
ITSM End User
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided
2012 SAP AG. All rights reserved. RKT
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 22
Authorization Roles & CRM Business Roles
Guide: Business & Authorization Roles
New CRM UI authorization roles:

o SAP_SM_CRM_UIU_SOLMANPRO -> Used for CRM Business Role assignment
o SAP_SM_CRM_UIU_FRAMEWORK -> General CRM UI authorizations
o SAP_SM_CRM_UIU_SOLMANPRO_PROC -> CRM UI for message processors
o SAP_SM_CRM_UIU_SOLMANPRO_ADMIN -> CRM UI for administrators
o (SAP_SM_CRM_UIU_SOLMANPRO_CHARM -> CRM UI for Change Management)
Composite roles:
o SAP_SUPPDESK_PROCESS_COMP -> For processors (both UI and standard authorizations)
o SAP_SUPPDESK_ADMIN_COMP -> For administrators
CRM Business Role:

o SOLMANPRO -> Used in CRM UI to define layout and navigation.

SOLMANPRO Business Role Assignment on CRM UI Start
User without SAP_SM_CRM_UIU_SOLMANPRO: User with SAP_SM_CRM_UIU_SOLMANPRO:
Note: SAP_SM_CRM_UIU_SOLMANPRO does not contain any authorizations. If you copy SOLMANPRO, also copy
SAP_SM_CRM_UIU_SOLMANPRO and adjust role assignment in SOLMANPRO.

UI Authorization Roles: PROC vs. ADMIN vs. CHARM
*_UI_PROC + *_UI_ADMIN + *_UI_CHARM
Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.

Users need standard roles for other authorizations (create, change, etc.)

Challenge in Support Organization
Example: Customer has three support teams:

CRM Team: responsible for all CRM components
BC Team: responsible for all BC components
1st Level Support Team: responsible for all other components
A support ticket should be automatically

assigned to the correct support team so that
dispatching effort decreases.

Configuration for Support Team Determination
via Business Rule Framework Plus
Transaction CRM_UI Configuration

Organizational Model is required
Create Organizational Model
(can be reused from HR org
model)
Rule definition via BRFplus
Transaction BRFPLUS Customizing activity required to
Create Create Create activate BRFplus
Create Rule Simulate Rule
Application Ruleset Decision Table
Transaction SPPFCADM
Activate Action for Support Team Determination

Example: Configuration
Create Organizational Model
Business Partner
CRM Team BC Team 1st Level Support Team

CRM Org(Organization)

Rule Definition With BRFplus
BRFplus allows to define rules

Transaction BRFPLUS
based on various criteria.
Create Create
Create Ruleset Create Rule Simulate Rule
Application Decision Table
In this example messages should be distributed based

on placeholders in the SAP component.
Messages on CRM components
Business Partner 2771
Messages on BC components
Messages on any other component

Customizing for BRFplus
Finally some customizing must be changed

to activate BRFplus rules and consequently
Support Team Determination

Example: Key User as Business Partner
The key user represents a particular end user group and wants to raise an internal ticket to request for
IT support. It is important register the key user as a Business Partner (Employee) which is directly
assigned to a User Master Record on SAP Solution Manager.

Example: Message Creation
Key user opens a service ticket on a CRM component (CRM-FRW-UI) from Managed System
(in SAP GUI) or SAP Solution Manager (in SAP GUI, CRM Web Client or Workcenter).

Example: Verification of Support Team Determination (1 / 3)
A support employee of the CRM team wants to look into SAP Solution Manager for new incoming
messages. For this he requires the following on SAP Solution Manager:
Allows access to Allows access to

incident messages CRM Web UI in
that the user is a specific view for
related to Incident Management
CRM Org
Allows access to
Business Partner Allows
SAP Solution Manager CRM Business Role
Employee certain activities
system
(display, change, etc)
at messages level
User Master Record
(transaction SU01)
PFCG Role

The support employee is now opening the Worklist in the CRM web UI and displays all messages
that are assign to its team.
Employee is assigned
to CRM Team in the
Organizational Model

The message was really assigned to the CRM team and now:
either the employee can take over the message
or a standard Dispatching function in SAP Solution Manager can be applied

Further Use Cases for BRFplus
Support Team Determination
1. on SAP Component
As shown in the previous example the end or key users can define a SAP component
in the message. Depending on this SAP component the responsible team or person Even other usecases might be
can be automatically determined. realizable with BRFplus.
Finally you are able to combine
2. on Multi Level Category different use cases to
Beside SAP components the end or key user is able to enter additional categories (in individual and complex
case the message has nothing to do with SAP, e.g. the printer is damaged). Based on
this component you can even determine the responsible team or person automatically. conditions.
So you have a huge flexibility
3. on IBase Component: for automatic support team
The end or key users can enter the system or landscape component (= IBase
component number) which the message is opened for in SAP Solution Manager.
determination.
Depending on this IBase number the responsible team or person can be automatically
determined.

Documentation for Security and Authorization Concept
The most important information sources for establishing a security and authorization concept are:
Security Guide SAP Solution Manager

http://service.sap.com/instguides/ SAP Components
SAP Solution Manger Release <current release>
Operations Security Guide SAP Solution Manager <current release>
SDN Wiki SMAUTH (only as of release 7.1)

http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home

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IT Service Management

2012 SAP AG. All rights reserved. RKT 2

UI Framework & Personalization

2012 SAP AG. All rights reserved. RKT 4

BSP WD Component Workbench Define captions

2012 SAP AG. All rights reserved. RKT 5

Features of the Design Layer

2012 SAP AG. All rights reserved. RKT 6

2012 SAP AG. All rights reserved. RKT 7

Create a field with properties that match best the specific

2012 SAP AG. All rights reserved. RKT 8

More Information : Online Documentation

2012 SAP AG. All rights reserved. RKT 9

Personalize Tables / Result Lists

Online Documentation : Personalizing Tables

2012 SAP AG. All rights reserved. RKT 10

Online Documentation : UI Configuration

2012 SAP AG. All rights reserved. RKT 11

Roles & Authorizations

User Master Record

2012 SAP AG. All rights reserved. RKT 13

Organizational Model (transaction PPOMA_CRM)

2012 SAP AG. All rights reserved. RKT 14

Business Partner in General

2012 SAP AG. All rights reserved. RKT 15

User Master Record

2012 SAP AG. All rights reserved. RKT 17

2012 SAP AG. All rights reserved. RKT 18

CRM Business Role

2012 SAP AG. All rights reserved. RKT 19

Roles and Authorizations in SAP Solution Manager

2012 SAP AG. All rights reserved. RKT 20

The report AI_SDK_USER_BP_GEN can be planned as

2012 SAP AG. All rights reserved. RKT 21

1st Level Support

Root Cause Dashboards,

Guide: Business & Authorization Roles

New CRM UI authorization roles:

CRM Business Role:

2012 SAP AG. All rights reserved. RKT 23

User without SAP_SM_CRM_UIU_SOLMANPRO: User with SAP_SM_CRM_UIU_SOLMANPRO:

2012 SAP AG. All rights reserved. RKT 24

*_UI_PROC + *_UI_ADMIN + *_UI_CHARM

Note: The SAP_SM_CRM_UIU_* roles only control UI visibility and navigation.

2012 SAP AG. All rights reserved. RKT 25

Example: Customer has three support teams:

A support ticket should be automatically

2012 SAP AG. All rights reserved. RKT 26

Transaction CRM_UI Configuration

2012 SAP AG. All rights reserved. RKT 27

CRM Team BC Team 1st Level Support Team

2012 SAP AG. All rights reserved. RKT 28

BRFplus allows to define rules

In this example messages should be distributed based

2012 SAP AG. All rights reserved. RKT 29

Finally some customizing must be changed

Support Team Determination

2012 SAP AG. All rights reserved. RKT 30

2012 SAP AG. All rights reserved. RKT 31

2012 SAP AG. All rights reserved. RKT 32

Allows access to Allows access to

2012 SAP AG. All rights reserved. RKT 33

2012 SAP AG. All rights reserved. RKT 34

_UI_PROC + _UI_ADMIN + *_UI_CHARM