Solution Manager Overview

1.

Customer Platform for Implementation and Operation of SAP Solution

2. 3.

Customers System Landscape Solution Manager Function 3.1 Service delivery platform 3.2 Monitoring & Reporting 3.3 Support Desk

4.

Hardware & Software Requirements 4.1 Minimum Hardware Requirements 4.2 Basically Software Requirements

1. Customer Platform for Implementation and Operation of SAP Solution

2. Customers System Landscape

Enable customers to manage technical implementation aspects and set up operations:

Services and best practices - SAPs expert knowledge for technical solution

management and continuous optimization Integrated support desk functionality and issue tracking (customer internal messages and remote SAP support) Solution Management Roadmap as key guideline for technical consultants

3.Solution Manager Function The Solution Manager for Operations currently consists of three major sections
Service delivery platform Monitoring Support

Remark:Three different connections are used to make the concept work:

Connection to the service marketplace Connection to CCMS (Central Monitoring) Connection to SDCC (Service Data Download e.g. EWA)

3.1Service delivery platform

The complete infrastructure of the Solution Managament Strategy includes also the SAP Service Marketplace. There are a couple of scenarios how this Infrastructure can be used: (1).Self Services: The Solution Manager enables customers to deliver Services themselves using SAPs prooved technology and know-how. (2).Remote Services: SAP Support can login into the customers Solution Manager to deliver a remote Service. (3).Onsite Services: SAP Support or Consultants can use the Solution Manager to deliver Services onsite. They can use the information stored in the Solution Manager and do not have to gather the needed data each time again.Search for Information or Services: (4).Searching for Information can be a challenging task especially if you have to consider so many details to find the information, that exactly fits your situation. If you use the Solution Manager to access the SAP Service Marketplace, you are directed to the information, that fits the data collected by the solution manager. Therefore you do not have to dig through tons of information to get the piece that currently is relevant for you.

3.2 Monitoring&Reporting

(1). From the graphical interface you can directly jump into the instances overview, the alerts overview and via RFC into the remote system and start an analyses method. (2). Central System Administration: You can set up and configure different administrative tasks (for example: transaction su01, user maintenance) for your systems from a central point.

All components in a Solution Landscape Linked to CCMS Monitoring Architecture

Configurable Extendible

Linked to service & support procedures

Best Practices for Solution Management Tasks

Different views
Software, Hardware, Business Processes

Business process-oriented
First step to a "real" business process monitoring

Reporting:
Send a copy of the SL report to SAP. An automatic Support notification is sent in reply

3.3 Support Desk

(1).The Support Desk is a message handling tool, that is integrated in the SAP Solution Manager. The customer can use it to build up his own internal Support organization. With it, he can receive messages from end users, forward them to SAP, receive status updates from SAP and answer the end user. (2).With the Support Desk, an end user can create Support Messages in his work environment. Context Data like the Message Component, Transaction Dynpro as well as Operating System Data, Hardware Data, Support Package levels etc. is attached to the message automaticly. This process speeds up message processing tremendously and therefore makes it more effective. (3).Along with the Support Desk, the SAP Note Assistant and Microsoft Netmeeting are part of this concept. With Netmeeting, Application sharing sessions between SAP Support, an Onsite Support person and the end user can be held. This also can accelerate the message solving process, as the end user can share his desktop with his internal support or the SAP Backoffice. (4).The Note Assistant lets you apply notes to systems, including all dependencies on other notes. In future, the Notes Assistant will, together with the Solution Manager also be able to handle Support Packages and distribution of Notes in the whole Solution Landscape. Basic Support Desk configuration on SAP Solution Manager 2.1: 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 3.1 system: All basic Support Desk features Workflow, advanced reporting and escalation features Integrated Service Level Agreements Customer-internal Solution Database Issue Tracking, reporting and Project scoping

4.Hardware & Software Requirements 4.1 Minimum Hardware Requirements:

(1) 1 CPU, 1 GB main memory, 50 GB hard disk space basic sizing (2) 2 CPU, 2 GB main memory, 50 GB hard disk space advanced sizing

4.2 Basically Software Requirements:

(1). Install the complete SAP GUI6.20 with the most recent Support Package level. (2). Microsoft Office Microsoft Office 2000,Service Pack 1 (minimum requirement) Microsoft Office 2002 (Office XP) (3). Web Browser

ASAP Techologies Co., Ltd.

ADD: Room 1603, No.1701 West Beijing Road,Jing'an China Tower,Shanghai ZIP: 200040 TEL: +86 21 5108-7206 FAX: +86 21 6288-7028 EMAIL: info@asap.net.cn