SAP Solution Manager Enterprise Edition

Table of Contents:
1 ... SAP Enterprise Support ... 23
... 1.1 ... Integrated Quality Assurance Process ... 24
... 1.2 ... Focus on Reducing Risks ... 26
... 1.3 ... Lower Operating Costs by Standardisation ... 29
... 1.4 ... Optimising Business Advantages ... 31
... 1.5 ... Achieving Innovation Without Disrupting Operations ... 32
... 1.6 ... Run SAP Methodology ... 35
... 1.7 ... Supporting Business-Critical Processes ... 37
... 1.8 ... SAP Global Support Backbone ... 39
... 1.9 ... SAP Enterprise Support -- A New Offering for a New IT World ... 40


2 ... Concept of SAP Solution Manager Enterprise Edition ... 43
... 2.1 ... SAP Solution Manager as a Platform for Application Management and Administration ... 47
... 2.2 ... Transparency ... 56
... 2.3 ... SAP Solution Manager as a Collaborative Platform ... 58


3 ... Cross-Phase Functions and Concepts in SAP Solution Manager ... 71
... 3.1 ... The Work Center as the Central Access Point for SAP Solution Manager ... 72
... 3.2 ... Integrated and Consistent Quality Management ... 89


4 ... Requirements Phase ... 95
... 4.1 ... SAP Business Maps ... 95
... 4.2 ... SAP Solution Manager Content -- Process Orientation and Accelerated Implementation ... 102
... 4.3 ... Solution Documentation Assistant ... 108


5 ... Design Phase ... 119
... 5.1 ... Roadmaps -- Professional Project Guidance ... 119
... 5.2 ... Project Administration as the Cornerstone of Project Preparation ... 134
... 5.3 ... Documentation of Solution ... 145
... 5.4 ... Business Blueprint -- Conceptual Design for Your Solution ... 151
... 5.5 ... Customer Developments ... 161
... 5.6 ... Reporting -- Design Phase ... 172


6 ... Build and Test Phase ... 187
... 6.1 ... Solution Configuration ... 188
... 6.2 ... Test Management ... 198


7 ... Deploy Phase ... 227
... 7.1 ... Solutions in the Solution Directory ... 228
... 7.2 ... E-Learning Management -- Efficient Knowledge Transfer During Projects ... 236
... 7.3 ... Reporting -- Deploy Phase ... 242


8 ... Operate Phase ... 245
... 8.1 ... System Administration ... 246
... 8.2 ... Solution Monitoring ... 260
... 8.3 ... Downtime Management ... 290
... 8.4 ... Issue Management ... 299
... 8.5 ... Job Scheduling Management ... 309
... 8.6 ... Planning and Delivery of SAP Services ... 320
... 8.7 ... Incident Management ... 328
... 8.8 ... End-to-End Root Cause Analysis ... 348
... 8.9 ... Solution Reporting ... 368


9 ... Optimise Phase ... 391
... 9.1 ... Change Request Management ... 391
... 9.2 ... Quality Gate Management ... 412
... 9.3 ... Maintaining an SAP Solution Landscape ... 423
... 9.4 ... Support for Upgrade Projects ... 437
... 9.5 ... Global Rollout ... 443


10 ... Customer Success Stories ... 459
... 10.1 ... Telecom Argentina -- Better Project Management and Communications with SAP Solution Manager ... 459
... 10.2 ... City of Vienna -- SAP Solution Manager Streamlines Introduction of SAP Software for Vienna's Municipal Government ... 463
... 10.3 ... E.ON IS GmbH -- IT Service Provider and Full-Service Provider Is Optimising its Test Organisation with SAP Solution Manager ... 465
... 10.4 ... Panalpina -- SAP Solution Manager Helps Logistics Service Provider Standardise and Centralise Processes ... 469
... 10.5 ... Turners and Growers Ltd -- SAP Solution Manager Saves Significant Costs over Outsourced Support Desk ... 472
... 10.6 ... Carlsberg Polska -- Renowned Beverage Company Leverages SAP Solution Manager to Improve Its IT Support Processes ... 475
... 10.7 ... Resource Informatik AG -- SAP Solution Manager Helps SAP Service Partner Effectively Support Customers ... 480
... 10.8 ... Airbus Cuts Problem Resolution Time 40% by Performing Business Process Monitoring with SAP Solution Manager ... 482
... 10.9 ... IVOCLAR VIVADENT -- SAP Solution Manager Streamlines System Monitoring at Leading Dental Company ... 487
... 10.10 ... BTC Business Technology Consulting AG -- SAP Solution Manager Is Producing Lasting Cost Reductions for the Entire SAP Landscape ... 489
... 10.11 ... Colgate-Palmolive -- SAP Solution Manager Optimises Change Control Processes and Enables Strategic Deployment ... 496
... 10.12 ... Feldschlosschen Getranke AG -- SAP Solution Manager Tool Leads to Unparalleled Stability in Key 24-7 Operations ... 498


11 ... Integrating Partners in the SAP Global Support Backbone ... 503
... 11.1 ... SAP Solution Manager As Part of the SAP Global Support Backbone ... 504
... 11.2 ... Software Partners ... 506
... 11.3 ... Value-Added Resellers ... 513


A ... Additional Information ... 523
... A.1 ... Offerings for Knowledge Transfer ... 523
... A.2 ... SAP Solution Manager Roadmap ... 527


B ... Glossary ... 529


C ... Bibliography ... 537


D ... Authors (2nd Edition ... 539

About the Author :
Marc Oliver Schäfer studied English and German Literatures and Languages at the University of Tübingen and worked with DaimlerChrysler as a language and intercultural trainer for two years. He joined SAP in 2000 as a product manager for the Customizing Tools development team. In 2005, Marc became part of the Service Solution Management organization as a senior product manager where his responsibilities lie with compliance, Change Request Management and Service Desk topics in SAP Solution Manager. He can be reached at marc.oliver.schaefer@sap.com. Dr. Matthias Melich studied English Literature at the University of Rochester (New York), and Mathematics and English Philology at the University of Cologne. He also received his Ph.D. in Computer-Based Language Learning at the University of Cologne in 1993. He joined SAP in 1995 as a member of the Common Objects and Modeling team, and a year later joined the Archiving Solutions team. In 1998, Matthias became responsible for Product Management of Customizing Tools. In January 2005, he became part of the Service Solution Management organization where he is Director of the Global SAP Solution Manager Product Management team. He can be reached at matthias.melich@sap.com.