This lesson describes how the SAP Solution Manager supports SAP CRM implementation projects and system administration.
After completing this lesson, you will be able to:
Describe how the SAP Solution Manager supports SAP CRM implementation projects and system administration.
SAP Solution Manager
As a member of the project team that is going to implement the chosen SAP CRM solution, you use SAP Solution Manager for the blueprint, configuration, and testing phase. During the implementation and after the go-live phase, system administrators use SAP Solution Manager for system monitoring and SAP services.
Your task is to customize a new SAP CRM business transaction according to your company needs. Therefore you use the Implementation Guide (IMG) to configure a transaction type.
Challenges in Complex System Environments
SAP Solution Manager
SAP Solution Manager supports you throughout the entire process of implementing and operating SAP solutions. It is a platform that supports the industry-solution life-cycle from the business blueprint, through configuration, to production operation. SAP Solution Manager offers central access to preconfigured content, tools and methodology that you can use during when evaluating and implementing your systems.
For implementation, these include:
Contents predefined by SAP for evaluating and implementing industry solutions
ASAP procedures for implementing industry solutions
Tried and true implementation and test tools, for example the Implementation Guide (IMG) or the Test Workbench
An authoring function that you can use to create your own project templates for your implementation project. This makes SAP Solution Manager an ideal tool for SAP partners and companies involved in global rollouts.
SAP Solution Manager Operations allows you to configure, administer, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support.
SAP Solution Manager as a Central Platform
This infrastructure at the customers site offers the following advantages:
SAP Solution Manager collects data from all connected systems. This allows you to access all of the necessary information in these systems much quicker.
SAP Solution Manager keeps an up-to-date overview of the whole solution with processes and dependencies
SAP Solution Manager is a tool to:
Implement and test solutions
Spend less time on finding errors and information, get quicker and better support. With SAP Solution Manager, SAP is able to deliver excellent support not only for single systems, but for a customers entire solution.
SAP Solution Manager - Use in Implementation
implementation. With SAP Solution Manager, you can carry out the following activities in an evaluation and implementation project:
Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project management procedure (for example, details about the project deadlines and resources). You set the project scope and you define the system landscape that you require to implement your solution during the project preparation phase.
Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes that you require to implement your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation and assign individual process steps to transactions.
Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You carry out a consistency check for Customizing of the business processes. That is, you check whether the various application components have been changed consistently. You synchronize Customizing with Customizing Distribution.
You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring.
Final Preparation: Go Live & Support: Perform remote SAP services and monitor their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.
Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a SAP implementation. The Roadmaps provide links to accelerators and tools that perform project tasks.
You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap.
CRM Content Supports Implementation
SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service, and marketing, and across various communication channels.
The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace.
SAP Solution Manager - Use in Operations
SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support. SAP Solution Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own system administration activities.
As a system administrator, you can:
Perform remote SAP services and track their status
Monitor and manage your systems using:
Real-time alerts displayed in a system graphic
Weekly SAP EarlyWatch Alert reports
Central System Administration tasks
Use best practice documents and services relating to Software Change Management
Use Integrated Message Handling for:
Your own internal support organization
Enhanced remote support by SAP
Service Level Reporting - Workflow Example
Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to manage service levels for business processes. For example, you can define alert thresholds for transactions in a specific business process that is carried out across several systems. Service level reports are then updated with this information.
When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated. Service level reports are generated from the aggregated SAP EarlyWatch Alert data that is regularly sent from the satellite systems in your solution to your central SAP Solution Manager system. In SAP Solution Manager, Service Level Reporting:
Is triggered regularly, for example, once each week. This is a simple process and requires no expert knowledge since it is aimed at different areas of management (IT and application management).
Evaluates Key Performance Indicators (KPIs) and derives recommendations for management from them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services.
Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check
Monitoring with EarlyWatch Alert (EWA) & EarlyWatch
System Monitoring enables you to integrate real-time alerts from SAP's Computing Center Management System (CCMS), and to display them in the system graphics for your solution. For system monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring.
Central System Administration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview.
Business Process and Interface Monitoring
Business process monitoring should detect potentially critical situations as early as possible. The support organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP's Computing Center Management System (CCMS) as well as additional alerts based on downloads from the remote systems.
These alerts are displayed on the system graphics for your solution. Business Process Monitoring includes the observation of:
Business application logs (for example application log, worklist log, and so on)
Data transfer using interfaces between software components
Program scheduling management
Technical infrastructure and components that are required to run the business processes
Execution of required periodic monitoring tasks
Business Process Monitoring is not only a tool, it comprises:
Detailed procedures for error handling and problem resolution
Precise definition of contact persons and escalation paths
Close integration of the customers support organization
Working with Support Desk - Support Process
The SAP support desk provides:
Problem monitoring, resolution, and processing
Interface with SAP and partners for message exchange
It contains an implementation methodology for the operation of your help desk, and allows for successful capacity planning and service level reporting. An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge.
In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant.