SAP Solution Manager Usage Rights

focus topic: ITSM

SAP AGS - Solution Management
2017
SAP Solution Manager ITSM Usage Rights
Simplification and expansion

Our mission:
Simplified usage rights, easy
to understand and beneficial
SAP Solution Manager for customer shall be
SAP for our customers used for internal or enterprise wide IT - only.
SAP Solution Manager usage for partner (e.g.
VAR) and Service Provider, etc., might have
different definitions of usage rights. Contact your
SAP partner manager.

3 steps to check the ITSM usage rights in SAP Solution Manager

Scope Named user Capabilities

1 Depending on your 2 Check which user 3 Which valuable add-
support agreement roles might need ons are available to
there might be SAP named user extend the ITSM
restrictions in usage licenses. scenario and which
are included?
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SAP Solution Manager ITSM Usage Rights
Difference in scope between SAP Standard Support and SAP Enterprise Support*

1 Landscape management (Entire IT landscape)

SAP only Entire IT

**SAP Standard Support customers could extend
the ITSM scenario for the entire IT with “SAP
CRM Service” licenses.

Components Printer

Components

Database Mobile

Manage SAP and non-SAP

components

SAP Standard Support** SAP Enterprise Support

* The scope encompassed to SAP Enterprise Support is also valid for Product Support for Large Enterprises, SAP ActiveEmbedded, and SAP MaxAttention.

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SAP Solution Manager ITSM Usage Rights
Required Named User
2
Low touch users are free
of charge
Low touch users in ITSM are typically Business
Users who are creating, tracking or closing
incidents or service requests via a Web UI, a
mobile app or email.
A technical user in SAP Solution Manager is
required to enable the login, but these users are
not measured and charged.
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
Users who are working with SAP
Solution Manager need a SAP named
user license
The support agreement states that each user requires an
appropriate SAP user to work in SAP Solution Manager.
Users who have a SAP named user licenses already, are
allowed to use any SAP Solution Manager functionality
according to their SAP maintenance agreement. In ITSM this
typically includes the support experts in 1st, 2nd and 3rd level
support organization, administrators, managers of IT
processes , etc. 5%
Customers need to buy additional named user licenses to
enable (so far) Non SAP users or external SAP UserProvider
Service
to allow them perform processes 95% non-SAP
in SAP Solution Manager .
The minimal appropriate user for SAP Solution Manager is the
SAP worker (or equivalent). The SAP worker allows access to
all released functions of SAP Solution Manager.
4
SAP Solution Manager ITSM Usage Rights
Core capabilities and typical ITSM extensions
All ITSM processes in SAP Solution Manager 7.2 can
3 be used for SAP Enterprise Support customers
SAP CRM functionalities beyond the ITSM core solution are also included,
such as*:
 Survey, e.g. for PCC, Service Request specific data
 Time recording & service confirmation transfer in ERP (HR)
 Service contracts, e.g., to manage Service Level agreements
 Any T-Rex functionality, including simple search and enterprise search
capabilities
 Interaction Center UI in 1st Level IT Support
 Middleware transfer of IT services into SAP ERP processes , e.g.
finance and accounting
 Use of Mobile ITSM apps (android and iOS, SAP Fiori)
 Price determinations of IT Services
 Business requirement management
 …
* The lists have no claim of completeness!
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Additional licensing required to leverage the ITSM
scenarios.
Following SAP solutions are NOT included the SAP Solution Manager usage
rights given with the support agreement*:
 SAP JAM which can be integrated in ITSM scenarios to share and
communicate in a social media platform.
 ITSM Reporting beyond BW and predelivered Dashboards, e.g. SAP
HANA Live Content, SAP Lumira, SAP BO Dashboard Design
 SAP Project & Portfolio Management for IT innovation processes, IT
resources and portfolio management or advanced business requirement
process
 Computer Telephony Integration Software or Chat functionality with SAP
Business Communication Management (SAP BCM)
 Automation of Service Request Fulfillment with SAP IT PA by Cisco
 SAP CRM Service license to extend SAP Standard Support
 Configuration & Asset Mgmt for infrastructure items with SAP IT
Infrastructure Management
 Web shop Catalog for IT Service Ordering, e.g. with Lean Catalog (SAP
consulting solution) or SAP Hybris
5
Motivation and Key Take-Aways

SAP Enterprise Support customers can use ITSM processes

now for their entire IT.
SAP is
simplifying
solutions and
Required named user licenses for Non-SAP
leveraging
ITSM processors are cheaper.
SAP
Enterprise
Support
benefits SAP CRM functionalities which
support the certified ITIL processes
became inclusion in the usage
rights of SAP Solution Manager.

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These are the usage rights of SAP Solution Manager in scope of ITSM.

Please contact your local account executive for further details about usage of SAP CRM parts and the
appropriate SAP licenses.

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Appendix
Background

The support agreement states that each user requires an appropriate SAP user to log on to
SAP Solution Manager. The only exception are “low touch users” who are included in the
support agreement. A good example for a low touch user is an employee who opens a ticket,
checks the status and confirms the solution at the end. A ticket processor, on the other hand, is
NOT a low touch user and therefore requires an appropriate license.

The majority of customers have appropriate licensing for all users of SAP Solution Manager. In
some cases, however, customers need to license users to use SAP Solution Manager. This may
happen, if a customer decides to use SAP Solution Manager as general IT service desk. In this
case, the support team responsible for the telephone system may, for instance, require user
licenses.

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User licensing information (1 of 2)

If you need to license additional users for SAP Solution Manager, please note the following:

There is no specific SAP Solution Manager user available. You therefore need to buy an
appropriate user for another SAP solution (even if this user does not need to log on to an SAP
product other than SAP Solution Manager)

The minimal appropriate user for SAP Solution Manager is the SAP worker (or equivalent). If
this user is not available on your local pricelist, please contact your Account Executive for
alternatives.

The SAP worker allows access to all released functions of SAP Solution Manager. The scope of
the released functions naturally depends on your support agreement.

Please note that the SAP worker is very limited in the business suite. Your Account Executive
can provide you with the current scope.

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User licensing information (2 of 2)

A later re-use of the worker user outside of SAP Solution Manager is very limited. This means
that the user may be too limited if the user’s role changes and more intensive work in other
SAP solutions than SAP Solution Manager is required.

If you want to make sure that each user that you buy for SAP Solution Manager can be fully
used for other tasks (in the SAP Business Suite, for instance), then it is advisable to buy
professional users (or equivalents). We strongly recommend that you contact your Account
Executive for more details.

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SAP Solution Manager & Run SAP Partners

Run SAP Partners that are allowed to offer SAP Solution Manager as a managed service as
part of their Run SAP agreement, are entitled to SAP worker users or equivalent for this
offering. For more details, please contact your Run SAP Partner manager or look into your Run
SAP Partner agreement.

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