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IT Service Management in SAP Solution Manager (SAP Press)

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Notă GoodReads:
en Limba Engleză Carte Hardback – 29 Mar 2013
Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that-and this book provides everything you need to know to take advantage of it! You'll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.

1. Comprehensive IntroductionLearn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.

2. Major Tools in IT Service ManagementObtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.

3. Configuration StepsFind explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.

4. Reporting and AnalyticsUnderstand how to use key KPI-based reporting features and dashboards to monitor progress and status.

5. SAP Solution Manager 7.0 vs. 7.1Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading.
Highlights Include:

  • Application Incident Management (AIM)
  • Change Request Management (ChaRM)
  • SAP CRM Web UI
  • Application Lifecycle Management integration
  • Roles and responsibilities
  • End-to-end setup activities
  • Approval management procedures
  • Transport Management System
  • SAP and non-SAP changes
  • Deltas between 7.0 and 7.1
  • Reporting and analytics
  • Core and extended ITSM features
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Specificații

ISBN-13: 9781592294404
ISBN-10: 1592294405
Pagini: 903
Dimensiuni: 187 x 238 x 58 mm
Greutate: 1.71 kg
Editura: Rheinwerk Verlag GmbH
Seria SAP Press


Notă biografică

Nathan Williams is a senior SAP management and technology consultant with a prominent concentration in SAP Application Lifecycle Management and SAP Solution Manager. Coordinating with IT, business, and program management teams, he has effectively defined strategies and roadmaps to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. Nathan is also experienced with all technical configuration aspects of SAP Solution Manager, including security, Basis, and SAP CRM. You may contact Nathan at nwilliams@keenfusion.com.

Cuprins


Introduction ... 21

PART I: Introduction ... 27

1. An Overview of IT Service Management ... 29


1.1 ... Overview of ITIL and IT Service Management ... 30
1.2 ... Application Lifecycle Management in SAP ... 33
1.3 ... Incident Management ... 39
1.4 ... Service Request Management ... 43
1.5 ... Problem Management ... 46
1.6 ... Change Management ... 51
1.7 ... Integration of ALM and ITSM ... 53
1.8 ... Summary ... 54

2. User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1 ... 57


2.1 ... SAP CRM Web User Interface ... 57
2.2 ... Work Centers ... 82
2.3 ... Summary ... 88

3. Preparing Your SAP Solution Manager System to Support SAP ITSM Functions ... 89


3.1 ... Post-Installation and Technical Setup ... 90
3.2 ... Authorization Roles and Security Concept ... 106
3.3 ... Master Data Maintenance ... 109
3.4 ... Adapting the SAP CRM Web UI: Configuration and Personalization ... 128
3.5 ... Summary ... 151

PART II: Application Incident Management ... 153

4. An Overview of Application Incident Management ... 155


4.1 ... Goals and Motivation ... 155
4.2 ... Architecture and Infrastructure ... 158
4.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 161
4.4 ... SAP CRM Web UI for Creating, Processing, and Tracking ... 174
4.5 ... Summary ... 176

5. Application Incident Management EndUser Roles and Process Flows ... 179


5.1 ... Roles in Application Incident Management ... 179
5.2 ... Incident Management Process ... 188
5.3 ... Problem Management Process ... 205
5.4 ... Service Request Management Process ... 213
5.5 ... Summary ... 219

6. Integration into Application Lifecycle Management ... 221


6.1 ... Design and Build Phases ... 222
6.2 ... Test Phase ... 226
6.3 ... Deploy Phase ... 233
6.4 ... Operate Phase ... 234
6.5 ... Summary ... 237

7. Channels for Creating and Resolving Incidents and Problems ... 239


7.1 ... Inbound Channels ... 240
7.2 ... Follow-Ups ... 250
7.3 ... Summary ... 259

8. Core Features of Application Incident Management ... 261


8.1 ... Business Roles and Predefined User Interfaces ... 262
8.2 ... Details ... 268
8.3 ... Text Management ... 280
8.4 ... Related Test Cases ... 286
8.5 ... SAP Collaboration ... 288
8.6 ... SAP Notes ... 299
8.7 ... Attachments ... 303
8.8 ... Checklists ... 306
8.9 ... Scheduled Actions ... 308
8.10 ... Processing Log ... 310
8.11 ... Related Transactions ... 311
8.12 ... Summary ... 312

9. Additional Features of Application Incident Management ... 315


9.1 ... Time Recording ... 315
9.2 ... Service Level Management ... 321
9.3 ... Dispatching Messages to the Support Team ... 330
9.4 ... Knowledge Articles ... 337
9.5 ... Summary ... 349

10. Functional Configuration for Application Incident Management ... 351


10.1 ... Chapter Overview ... 352
10.2 ... Partner Determination Procedure ... 356
10.3 ... Support Team Determination ... 365
10.4 ... Time Recording ... 385
10.5 ... Categorization ... 390
10.6 ... Text Management ... 413
10.7 ... Status Profile ... 424
10.8 ... SLA Escalation ... 439
10.9 ... Actions and Conditions ... 452
10.10 ... Priorities ... 463
10.11 ... Additional Capabilities ... 470
10.12 ... Summary ... 482

PART III: Change Request Management ... 485

11. An Overview of Change Request Management ... 487


11.1 ... Goals and Motivation ... 488
11.2 ... Architecture and Infrastructure ... 491
11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499
11.4 ... Web UI for Creating, Processing, and Tracking ... 526
11.5 ... Summary ... 528

12. Change Request Management End-User Roles and Process Flows ... 529


12.1 ... ChaRM in the SAP Ecosystem ... 529
12.2 ... Roles in Change Request Management ... 531
12.3 ... Request for Change Process ... 536
12.4 ... Key Differences between Normal and Urgent Changes ... 552
12.5 ... Normal Change Process ... 558
12.6 ... Urgent Change Process ... 575
12.7 ... Administrative Change Process ... 588
12.8 ... General Change Process ... 595
12.9 ... Defect Correction Process ... 604
12.10 ... Summary ... 614

13. Additional Features of Change Request Management ... 615


13.1 ... Retrofit ... 615
13.2 ... Cross-System Object Lock (CSOL) ... 627
13.3 ... Critical Object Check ... 639
13.4 ... Managing Changes for Non-ABAP Systems ... 643
13.5 ... Summary ... 644

14. Enabling the Transport Management System for Change Request Management ... 647


14.1 ... What You Should Know Before Setting up TMS for ChaRM ... 647
14.2 ... Enabling the Transport Management System for ChaRM ... 651
14.3 ... Summary ... 658

15. Functional Configuration for Change Request Management ... 659


15.1 ... Chapter Overview ... 660
15.2 ... Basic Configuration ... 664
15.3 ... Standard Configuration ... 670
15.4 ... Enabling SAP ITSM Process Integration ... 674
15.5 ... Adapting Standard Change Request Management Workflow ... 683
15.6 ... Approval Settings ... 699
15.7 ... Extended Configuration ... 709
15.8 ... Additional Features ... 721
15.9 ... Summary ... 729

16. Maintenance and Project Administration Activities ... 731


16.1 ... Implementation and Maintenance Projects ... 731
16.2 ... Maintenance and Project Cycles ... 747
16.3 ... Completing the Maintenance or Project Cycle ... 766
16.4 ... Maintenance Cycle Strategy ... 770
16.5 ... IMG and CTS Projects ... 773
16.6 ... Summary ... 777

PART IV: Reporting and Analytics ... 779

17. Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM ... 781


17.1 ... SAP IT Service Management Analytics Overview ... 782
17.2 ... SAP IT Service Management Analytics Capabilities ... 784
17.3 ... SAP Solution Manager with SAP NetWeaver BW ... 794
17.4 ... Summary ... 803

18. Change Request Management Reporting and Analytics ... 805


18.1 ... Introduction to Change Request Management Reporting ... 805
18.2 ... Components of Change Request Management Reporting ... 807
18.3 ... Transport Request Tracking ... 816
18.4 ... Other Change Request Management Reports ... 824
18.5 ... Summary ... 826

Appendices ... 827

A ... Lessons Learned When Implementing SAP ITSM Functions ... 829
B ... Upgrading to SAP Solution Manager 7.1 ... 863
C ... The Author ... 883

Index ... 885