SAP WORLD TOUR 09 meets 3rd SAPience.be TECHNOLOGY DAY Change request management powered by Solution manager An integrated approach for development and support at KONE international Xavier Languy SAP integration manager, KONE international. Oliver Buyssens SAP SolMan Teamlead, Expertum SAP Lounge, Vilvoorde June 3-4, 2009
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SAP WORLD TOUR 09 meets 3rd SAPience.be TECHNOLOGY DAY
Change request management powered by Solution managerAn integrated approach for development and support at KONE international
Founded in 2006 Team of +30 SAP Experts and Project Managers Mission: providing superior long-term customer & employee value Offering expertise in the following domains:
Finance Supply Chain Management Business Intelligence Product Lifecycle Managment Project Management Own SME Solution: Value4SAP ITIL and SAP SolMan
Co-Chairman of Sapience Technology Commission – SolMan Task Force For more info: www.expertum.net
KONE’s objective is to offer the best People Flow™ experience by developing and delivering solutions that enable people to move smoothly, safely, comfortably and without waiting in buildings in an increasingly urbanizing environment KONE is present in around 50 countries worldwide KONE has approximately 250,000 customers globally, of which the majority are maintenance customers
3.2 Service-Desk principles andcharacteritics @ KONE
Initiated by Key Users from satellite systems or by the support directly in SolMan
Information push principle (emails)Currently reserved for incidents/support inside SAPSegregation between Incident and Change ManagementStick to SAP standardEach Key User is attached to one single support teamWeb enabled
4.1.1 Service-Desk benefits Ease of use for Key users (1 hour training) Context capture at message creation, no loss of information Integration with the other SOLMAN components (ChaRM,
project, test, knowledge base ) Seamless integration from start to the end (SAP Market-
4.1.2 ChaRM benefits Better overview and control of changes Project based (mandatory) Control on concurrent development (Workbench Locking) Reducing volume of transports to productions Support complex landscape Flexible tayloring to you requirements
4.2.1 Point of attention Think about your change management process…gold
opportunity Challenge your service provider(s) for integration Clearly define your change flow (TMS) Clearly define your roles Stick to the standard Think about your package strategy (link to component)