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ALM Solution ManagementMay 2013
Change Request ManagemenOverview & Latest Enhancements
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Disclaimer
This presentation outlines our general product direction and should not be relied on
purchase decision. This presentation is not subject to your license agreement or anywith SAP. SAP has no obligation to pursue any course of business outlined in this pr
develop or release any functionality mentioned in this presentation. This presentation
strategy and possible future developments are subject to change and may be chang
time for any reason without notice. This document is provided without a warranty of a
express or implied, including but not limited to, the implied warranties of merchantab
particular purpose, or non-infringement. SAP assumes no responsibility for errors or
document, except if such damages were caused by SAP intentionally or grossly neg
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Introduction & Overview
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Change
Request
Management
Change Control ManagementThe whole is more than the sum of its parts
Quality Gate
Management
Change and Transport
system (SAP / Non SAP)
Transport
Analytics /
Configuration
Validation
Transport
Management
Retrofit
Change
Control
Management
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SAP Solution Manager verified for ITIL Service Lifecy
SAP Solution Mato support proces
lifecycle phases
Currently SAP SolIT Management
owns the ITIL v20
all 15 processes th
Management of I
ITIL is integrated
and Run SAP like
The core ITIL bes
delivered out of t
Manager
Service
Strategy
Continual Service
Improvement
ServiceDesign
Service
Transition
Service
Operation
Service Design
Service Level Management
Service Catalogue Mgmt.
Capacity Management
Availability Management
IT Service Continuity Mgmt. Service Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Service Transition
Change Management
Service Asset & Configuration
Management
Release & Deployment Mgmt.
Knowledge Management
Service Strategy
Service PortfolioManagement
Financial Mgmt. for IT
Services
Crown copyright 2011 Reproduced under license from the Cabinet Office
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Change Request Management embedded in Applicatio
Management
ALM Capabilities
Technical Infrastructure
Transport Management System Enhanced Change & Transport System
IT Service Management Quality Gate Management Test ManagementProject & Solution
Directories
System
Recommendations
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This docum
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
Change Request
Management
SAPSolution Manager
Request forChange
ServiceDeskMessage
DEV
QAS
PRD
Controlled transports
Controlled transports
ServiceDesk
ChangeRequestManagement
Change
Transaction
Feedback
Requester Service Desk
Employee
ChangeManager
Developer
Tester
IT Operator
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Change Request Management closes gaps between
Processes and Technical Tools
Process Layer: Change & Release Management Process
Technical Layer: Implementation / Execution of Changes
Create
Request forChange
Process
Request forChange
Handover to
Execution
Manage Change
Execution
Coordina
ReleaseDeployme
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Change Executi
Create
Request for
Change
Approve /
Reject
Request
Process
Request
Execute & document
Change
Test
Chang
Request for Change
Handover
to Execution
Create
ChangeTrans-
action
One central process to control change execution
Requester Change
Manager
Approver Change
Manager
Developer & IT Staff Tester
Notificationvia
WorkflowSAP and non-SAP
Changes
Technical & non Technica
Changes
IT Assets Admin Ta
Change Request
Management supportsall types of changes
System
Landscapes
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Change Request Management Features
Search & Monitoring Change Documentation Manage Project
Huge set of search criteria to
create personalized queries
Export and graphical display of
search results
Common search infrastructure
for all transaction types
Separate change request and
change execution process
Delivered with predefined
workflows and processes for
easy adaption
Integrated in technical
infrastructure
Central manag
phases via SA
Manager
Control transp
change/releas
request manag
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Change Request Management Functionalities
Request for Change
Free scope definitio
change: multiple cha
Enhanced Approval
Support of multiple a
Easy customizable a
Transport Manageme
Access to all relevanmanagement activiti
Fully integrated in ch
process
Test Management
Assign Testplan and
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Ensure proper testing and reduced downtime
Iterative testing: Possibility to test changes in Qreleasing origin
Only original transport will be released - less transports fo
mean less import times
Transport of Copies is built-in into standard ChanManagement processes
PRE DEV QAS
Original Transport
of Normal Change
Transport of Copies
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Ensure integrity and safety for your IT infrastructure
Receive warnings before creating potential downsituations or creating a real downgrade!
2) Downgrade Protection Check1) Cross-System Object Lock (CSOL)
Dev System 1
Client 1Production
SystemDev System 2
Client1
Test
System
Cross System Object Lock
Object A
Object A
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Avoid critical situations caused by changes on import
Define critical objects
Approve critical objects
Create a blacklist of critical objects and control ato those sensitive objects with additional approvals
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Reporting & Tracking Functionalities
Whichchange requests are inprocess/completed...?
Howlongdo change requeststake to be completed?
Whichtransports belong towhich change request and viceversa?
Whatis the current transportstatus (in which system)?
How many change requestswere declined?
Change Request Management - Reporting Change Request Manag
Sequence Dependency analsequence violations of custworkbench requests.
Delta Analysis for Change Rbased transports and chang
W Content
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Powerful reporting and analytics capabilities based on
Multiple Filter Values
to redefine data
Graphical
representation of Data:
Requests for Change by
Status
Ta
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Enhancements of Service Pa
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OverviewEnhancements in Change Request Manage
Integration with SAP PPM
Enhanced Approval Management & Substitution Feature
Integration with IT Calendar
New Scenarios and Enhancements for Retrofit
Pre-Configured Email Notifications based on HTML Mails
New Import Strategy: Selective Import
Enhanced Home-Widgets
Additional minor Usability and UI improvements
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SAP Portfolio and Project Management and SAP Solution Manage
PPM = SAP Portfolio and Project ManagementPPM-PFM = Portfolio management of PPM including cross project Resource Management (formerly know as xRPM)
PPM-PRO = Project management of PPM including project Resource Management (formerly know as cProjects)
Customers can leverage SAP PPM as the project planning
and scheduling tool in SAP Solution Manager
SAP Solution Manager is and remains the project execution
toolChange Management is now integrated in PPM-PRO
The PPM/SAP Solution Manager is only available if PPM isdeployed on the SAP Solution Manager
SAP Solu
SA
PPMIT Portfol
(PPM-PFM
IT Projec(PPM-PRO
Project Accounting
PSP or IO
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SAP Portfolio and Project Management and SAP Solution Manage
Scope of Integration
Provide visibility and functionality to help keep projects o
Enable role-based resource management for project exa
Manager
Drive standardization for a uniform management approac
Foundation to facilitate IT project portfolio governance
Remove media-breaks between PMO and Change Mana
Increase transparency on PMO side, through automatic d
Enable accounting for changes, based on t imes recorded
When in the PPM project you can:
Assign Solution Manager projects to PPM projects
Automatically crate request for change in SAP
Solution Manager from a PPM task
Resources are solely managed in PPM
Definition of roles
Staffing of resources
Resources are transferred to the SAP Solution
Manager
When in the SAP Solution Manager you can:
Find PPM project and task information inside SAPSolution Manager
Create PPM task out of request for change
Time recording can be done in the request for
change and the data is transferred to the PPM task
Key benefitsScope
PPM Project
C
R
Man
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Enhanced Entity Modell (ITSM / Project Management /
Change Documents(Change Execution)
End User Self
Service Portal
E-Mail /
Phone
Mobile App / 3rd party
Help Desk
Application Lifecycle Management
CTS+, Root Cause Analysis,
ALM Process
Integration
Software Infrastructure
Operations (with SAP ITSM )
Incident
Request for
Change
Kn
A
Service
Request
P
Request for
Change
cProjects
Project
Task
TaskRequest for
Change
Portfolio
Item
Portfolio
1
1
11
1
n
1
n
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document i
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
1
IT PPM (with SAP PPM)
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OverviewNew Integration Features with SAP PPM
SAP PPM Project can be linked with SAP Solution Manager project
Project Management specific information are set to read-only in SOLAR_PROJECT_
PPM Tasks can create Request for Change
Link between Task and CRM Transaction will be established
Relevant data is transferred from PPM Task to Change Transaction
1:1 relationship between Task and CRM document
Time Recording / Effort Feedback from Change to PPM Task
Recorded effort will be transferred back to PPM for Project Management Office (PMO
Task status shall reflect status of CRM Document
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document i
either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
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Screenshots - Integrated Project- and Change Manage
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Pre-Configured Email Notifications for HTML Mailing
Change Request Management now
pre-configured Email NotificationsBased on HTML Mail functionality of
Easy to adapt with own HTML Templ
Triggering based on Actions and Con
Preconfigured for Standard Transa
Actions & Conditions already created
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Enhanced Home Widgets
Home Widgets now fully customizable
Create individual worklists for End-Users and
Power-Users
Multiple filters available for Partner, Transaction
Types and Status
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New Import Strategy: Selective Import
Freely select the changes and transports,
that shall be imported into a systemAdditional variant: Intelligent pre-selection
based on status
Note: SAP only recommends to use the
selective import if all changes and transports
are not related to each other and have nointerdependencies
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Overview: Import Strategies for Change Request Mana
Change Documents
with Applicable Status(define in customizing)
Change Documents
with Non-Applicable Status T
wtoOriginal Transport
RequestTransport of Copies
Standard strategy
(Import all transport
requests)x x x
Status-Dependent
Import x xSelective Import x(selectable) x(selectable) x(selectable)
Status-Dependent
Selective Import x(selectable) x(selectable)
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Approval Procedure
Step 1 General Approval Approver A
Step 2 System Approval Approver B
Enhanced Approval Management: Business Partner C
Additional security and authorization checks
Business Partner check for approvals, integrated with delegates functionality
Approver A
Approver B Substitute
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Integration of Substitutes
Define substitutes for business partners
Integrated into Request for Change Approval Process
Valid-From and Valid-To Date
Multiple substitutes are possible
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Approval Procedure
Step 1 General Approval Approver A
Step 2 System Approval [Group ABC]
Enhanced Approval Management: Group Approvals
Delegate approval decisions to groups
Any member of the group, can perform the approval step
Approver A
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IT Calendar Integration
Change Request Management is now integrated with the IT calendar of SAP So
Establish a central ITcalendar for all your
changes, projects, work
modes and downtimes
Create a common
Release calendar, and
visualize the project
schedules of your projectcycles
Create a Change
calendar to show all
planned changes for a
certain time
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IT Calendar IntegrationCustomizing Options
Detailed Customizing possibilities to define what shall be displayed in IT calen
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New Scenarios and Enhancements for Retrofit
Two additional retrofit scenarios
You can activate the manual and Business Warehouse-specific scenarios in Customizing
You can define object types, that are applicable for one
of these new scenarios
If you define an object type for one of these retrofit
scenarios, the objects are set to manual processing
Implementation Projects
Maintenance Projects in Cycles
DEV TST
Con QAS
Via new additional functio
Place a transport in the impo
the retrofit was not successfu
Create retrofit data again, if a
during the creation of the ret
Additional consistency check
To ensure consistency and security when executing the
retrofit, the system performs an automatic recheck of
the retrofit classification
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Minor UI and Usability Improvements
New Status Overview assignment block
Visualize the status scheme of your transactions
Ignore all for Downgrade Protection available
Manage large amounts of conflicts through multi selection and central Ignore function
New search criteria
Additional search criteria have been created
New search criteria are mostly available for
both: Requests for Change and
Change Documents
f S
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UI Enhancement for Scope Assignment Block
Define Document Description for each Scope Item
Document description will be taken over automatically, when creating change
During scop e defin i t ion
Af ter change docum
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Enhancements of Service Pa
D d Ch k
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Downgrade Checks
Multiple Downgrade Checks:
At Change Recording (CSOL)
Before Export
When Reassigning Change
Before Import
Receive warnings beforecreating potential downgrade situa
or creating a real downgrade!
I d Fl ibilit f Ch R t M t
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Improved Flexibility for Change Request Management
Reassign Changesto other Projects
Project A Project B
Decouple / Assign TransportsChange Document
Transport A
Transport B
Addexisting transports to change documents
Decoupletransports from change documents
Changes can be easito anotherChange R
Management project!
Preliminar Import of Normal Changes
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Preliminary Import of Normal Changes
Solution Manager
Project 1
Normal Chan. 2
Status:
InDevelopment
Normal Chan. 3
Status:
Successfully
Tested
Tasklist/
Maintenance Cylcle 1
P
Buffer of Production
System
Normal Chan. 1
Status:
Authorized for
Import
Import in PRD
Trigger Preliminary Import
Flexible Import Options: Status driven Import
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Flexible Import Options: Status driven Import
The Import-Job imports transports of
Normal Changes (and Urgent
Changes) which are in a certain state
(not all TRs)
e.g. all transports are imported to
production which belong to Normal
Changes in status Successfully Tested
Solution Manager
Project 1
Normal Chan. 2
Status:
In Repair
Normal Chan. 3
Status:
Successfully
Tested
Maintenance Cycle 1
P
Buffer of Production
System
Normal Chan. 1
Status:
Successfully
Tested
Import in PRD
Transport Status & Risks
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Transport Status & Risks
Landscape Assignment Block has been enhanced to display a status overview
transports of the Change Document:
With SP5, Change Request Management also introduces transport risks knoGate Management:
Missing Synchronization OTransport ErrorsMissing Transports
? ? ?
Enhanced Reporting Capabilities
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Enhanced Reporting Capabilities
New BW Content for IT Service Management
Predefined KPIs based on SAP NetWeaver BI
technology
Dashboard Apps for Change Request
Management
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Enhancements of Service Pa
New Features in Change Request Management
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g q gSupport for multiple change documents
New Request for Change supports multiple change documents
Definition of scope for a request for change scope is done via scope assignment block
All kinds of change documents can be combined without restriction
Scope assignment block gives instant overview about all change documents and their status
Add Scope Item
Define
New Features in Change Request Management
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Support for Templates
Create templates for reoccurring changes
Use templates to create new requests for change
Template support for Requests for Change
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This docume
of any kind, either express or implied, including but not limited to, the impli ed warranties of merchantability, fitness for a particular purpose, or non-infringement
Template
Multiple
Requests for Change
New Features in Change Request Management
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Approval Procedures
Support for easy customizable approval procedure
Process flow for request for change approval - easy customizable
Approval procedure determination via rules framework
Integration to SAP Workflow:Approvers can be informed via workflow item
New Features in Change Request Management
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Request for Change with new process
New standard process for Request for Change
New status for validation of RfC by change manager
Approval procedure with SAP Workflow integration
New status while RfC is being implemented
Possibility to extend the scope of a change request while in Implementation
New
Change
Document
Change ManagerRequester
Change Manager
Create
ChangeRequest
Handover to
Development
Add System
Details
Approve
ChangeRequest
Validate
Change
Request
mult. Approvers
Notification
via
Workflow
Scope
New Features in Change Request Management
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Transport & Task Overview
Enhanced transparency for transport requests
List of all related transports and tasks of a change document
Detailed information about status, owner and much more
Central access to transport rele
Overview about all
related tasks
Direct access to
transport logs
Infocri
Display details about transportof copies
New Features in Change Request Managementf
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Enhanced Logging Information
Increased transparency between backend and change document
New Assignment Block Application Log
Overview about executed backend & task list actions
Detailed information about each action (Parameters, Messages) easily accessable
New Features in Change Request ManagementS t L d & T k O i
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System Landscape & Track Overview
Get instant overview about system landscape and project track
New Assignment Block Landscape for change documents and project transactions
Overview about all systems of current track, including system type and relevant flag
Direct logon possibilities to all systems
1) Initial display mode
Only current relevant system is display
2) Extended display mode
All systems of landscape and track are displayed
New Features in Change Request ManagementB tt ALM I t ti
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Better ALM Integration
Assign testpackages and testplans to change request andchange documents
Access testpackages directly via change requests and
change documents
Use Change Request ManagementQuality Gate Management
Define quality gates with QGM
Approve & control your changes wi
Management
Integration to Test Management Integration to Quality Gate Ma
Test Workbench
Change Request / Document
Quality Gate Management Cha
New Features in Change Request ManagementE h d C S t Obj t L k (CSOL)
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Enhanced Cross System Object Lock (CSOL)
Customizing settings can be done in normal and expert mode
Expert mode provides functionalities to allow individual configuration of CSOL settings
Additional option warning only introduced
Expert Mode for Cross System Object Lock
New Features in Change Request ManagementEnhanced Retrofit functionality
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Enhanced Retrofit functionality
Better object support with Retrofit in Change Request Management
Automatic Import for Objects of transport requests into the Retrofit system
Support of 100% of transportable objects!
Automatic categorization of objects (Auto Import, Retrofit and Manual)
Detection of technical sequence dependencies
Implementation Projects
Maintenance Projects in Cycles
DEV TST
Con QAS PRD
New Features in Change Request ManagementSupport for non system related changes
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Support for non-system related changes
A general change document can be created during all phases of a project. The change document General Changeproject and can even be used without a project.
General change documents provide a abstract status scheme for the implementation of those kind of changes.
Use Case: The general change document supports the documentation of all non-system related changes (e.g. printeother legacy systems changes
IT Assets
SAP Solution Manager
Request for
Change
Service Desk
Message
ServiceDesk
ChangeRequest
Management
General Change
Feedback
Requester
Service
Desk
Employee
Change
Manager
IT Staff
General Change*
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User Interface & Configura
IT Service Management on SAP Solution ManagerITSM Roles and predefined UIs
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ITSM Roles and predefined UIs
1stLevel Support
Self ServicePortal
Incident &
Problem
Management
Root Cause
Analysis,
Knowledge
Management,
ITSM 1stLevel
Support
Incident Pre-Clarification,
Search, Dispatching
Phone
Call
IT Service DeskTelephony
Integration / E-Mail /
Chat /
EnterpriseSupport
Pricelist
component
ServiceRequests
Incidents
SOLMANREQU -
Solution Manager
ITSM End User
ITSM Profe
This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason wi
without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpo
Change
Management
+ ChangeManagement
A
IC_AGENT -
InteractionCenter Agent
SOLMANDSPTCH - Solution
Manager ITSM Dispatch
SOLMANPRO - Solutio
Enhanced with auth
WebClient FrameworkPersonalizing the User Interface
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Personalizing the User Interface
General Settings
Date and time format
Enabling the UI Configuration
Enable Favorites
Dropdown Listbox settings
Personalize Layout
Navigation Bar (Direct Link Groups)
Layout (Skin, Text Size)
Home Page Set-up
Application Links
Widgets
Web Links
Personalize User Data
Password settings
User Information
More Information : Online Documentation
WebClient FrameworkPersonalizing Incident Management
http://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/c2/e9753fe8b846cf97a0d9e22b538994/frameset.htm7/25/2019 Enhacement SP Solman 7.1
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Personalizing Incident Management
Personalize Overview Page
Display/Hide Assignment Blocks
Change Order
Personalize Tables / Result Lists
Display/Hide Columns
Change Order of columns
Change width of column (relative (%) , absolute (pixel))
Change number of visible rows before scrolling
Change number of rows before paging
Online Documentation : Personalizing Tables
WebClient FrameworkUI Configuration
http://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htmhttp://ldai2sd7.wdf.sap.corp:50089/sap(bD1lbiZjPTIwMCZkPW1pbg==)/bc/bsp/sap/crm_ui_start/default.htm7/25/2019 Enhacement SP Solman 7.1
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UI Configuration
Configure the UI directly from the
Incident Management
Via Show Configurable Areas The configurable areas are highlighted, and you start the
configuration of the related view by clicking one of the
configurable areas.
Via Configure Pages
Used to configure superior views such as the Home page, work
center page, and overview page.
Configuration possibilities
Adding Fields
Removing Fields
Changing Position of Fields
Adding Blank Rows
Changing Field properties
Online Documentation : UI Configuration
ITSM implementation guided by SAP Solution Manag
Configuration
http://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htmhttp://help.sap.com/saphelp_crm70/helpdata/en/7c/178c3d29e0420c9c10f7dda4b4cef4/frameset.htm7/25/2019 Enhacement SP Solman 7.1
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Configuration
Standard
configurationOptional
ConfigurationLandscape
configurationAdminstration
steps
SAP Solution
Manager Basic
Configuration
Manual &
automatic
configuration steps
Managed system
connection
Copy ITSMtransaction types &
profiles &
dependencies
Create template
users
Setup notifications
Adjust status-, text-,
action- or
date profile
Configure Interactive
Reporting
Set up T-Rex search
Prepare External
integration
Select Managed
systems
Create users and
business partner
Create
Organizational
model
IT Service ManagementConfiguration steps in SOLMAN SETUP
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Configuration steps in SOLMAN_SETUP
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More Information
IT Service Management on SAP Solution Manager10 steps to make yourself an expert
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SAP Solution Manager Book
SAP Helphttp://help
Self Learning Mapshttp://service.sap.com/RKT-SOLMAN
SAP Trainings
Best PracticesGuidesSAP Community Network - ITSM Wiki -
ALM overviewhttp://service.sap.com/ALM
SAP Whitepapers Overview, D
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Services
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More information needed?
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2011 SAP AG. All rights reserved.
Visit our IT Service Management Wiki
in the SAP Community Network
Presentations, Information, Demos around IT
Service Management and Change Request
Management
Content is targeted and tailored for Managers,
End-Users and Administrators
Link: http://wiki.sdn.sap.com/wiki/display/SAPITSM
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Thank You!
Tobias HaukALM Solution ManagementITSM, Change Request Management
SAP AGDietmar-Hopp-Allee 16
D-69190 Walldorf