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PUBLIC November 2020 Valton Berisha E: [email protected] M: 909 471 3574 I: www.concorn.com/snow William Perez E: [email protected] M: 713 855 2567 I: www.concorn.com/snow SNOW Adapter by CONCORN Seamless Integration between SAP Solution Manager and ServiceNow
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SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

Mar 05, 2021

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Page 1: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

PUBLIC

November 2020

Valton Berisha

E: [email protected]

M: 909 471 3574

I: www.concorn.com/snow

William Perez

E: [email protected]

M: 713 855 2567

I: www.concorn.com/snow

SNOW Adapter by CONCORNSeamless Integration between SAP Solution Manager and ServiceNow

Page 2: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

2PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

CONCORN

▪ Who we are

▪ Services

SNOW Adapter Overview

▪ Problem Description

▪ What is the SNOW Adapter

▪ Benefits of SNOW

▪ Installation Components

▪ Technical Overview

▪ Value Proposition

LIVE DEMO

▪ Integration with ChaRM

▪ Alert Direct – Integrate SAP Solution Manager ITSM with ServiceNow

▪ Help Direct – Integration of Managed System with ServiceNow

Q&A and Contact Info

▪ Questions and Answers

▪ Information of SNOW on SAP App Center / Carahsoft / CONCORN

▪ SNOW Videos

Agenda

Page 3: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

CONCORN

Page 4: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

4PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

About CONCORN

CONCORN Mission Statement:

“To profitably create, deliver and support comprehensive SAP and

Partner solutions to the SAP customer base that enables them to operate

their SAP Landscape with a low risk, highly effective environment. We

will achieve this both locally and globally with select partners

CONCORN Vision Statement:

“We add value to CONCORN’s and SAP’s customers by understanding their

business needs and requirements and recommending SAP and certified

partner solutions that reduce costs, improve revenues and can improve

customer acquisition and retention down to the end user experience.”

COMPANY DESCRIPTION

CONCORN is a professional consulting company specializing in Application Lifecycle Management powered by SAP Solution Manager

and third-party tools based on ITIL best practices. CONCORN is a California-based company. CONCORN has worked with companies

of all sizes, large and small, including many Fortune 500 companies, providing our exclusive solution / service offerings to help

implement process improvements that support business growth. CONCORN strives to maintain credibility by providing solutions for

a solid foundation to support the delivery of quality applications. Our solutions create the opportunity for our customers to achieve

greater speed and agility, collaboration, productivity and best maintenance practices, along with greater return on investment (ROI).

SAP

Accreditation Partner Quality

Program

Page 5: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

5PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Services offered by CONCORN

Process, Project and Portfolio Management

Agile Project and Portfolio Management

(PPM) and ITPPM

Business Process Management (BPM)

Agile Methodology

Requirements to Operations

Implementation (ALM)

Business Process Management

SAP Business Process Documentation

/Blueprints

Business Process Modeling

Requirements Management

Custom Code Management

Test Management / TCoE

Test Strategy Assessments

Testing Center of Excellence (TCoE)

Performance Testing/ Cyber Security

Test Automation/Data Management

ITSM/Change Control Management/ Release

ITSM- Incident Management &

ServiceNow

Continuous Development

Change Request Management (ChaRM)

Change Impact Analysis (CIA)

DevOps/ Run SAP like a Factory/OCC

CoE/NOC/MCC

Run SAP like a Factory/ Operations Control

Center (OCC)

DevOps

LaMaLandscape

Management

Data Management

Design, UX/UI, Development, DevOps

Design, UX/UI

ABAP Developement

Agile ALM and DevOps

GCP, AWS, Azure, HCP, Open Source

Focused Solutions

Focused Build

Focused Insight

Focused Run

Engagement Models Time and Material Fixed Cost Managed Services Maintenance and Support

Page 6: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

SNOW Adapter Overview

Page 7: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

7PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Problem Description

What’s the current state of IT Operations?

• Large amount of customers working with manual processes

• Complexity, errors, lack of visibility and traceability

• Custom integrations are costly and make it more challenging to keep up with SAP and ServiceNow

latest updates and innovations

• Not best practices and uneven workflows

• Business and Technical information IS NOT consolidated from ONE UI

Page 8: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

8PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: ALL in ONE Solution Integration

The SNOW adapter is the only product on the market

endorsed by SAP that integrates ServiceNow with

SAP Solution Manager on:

• Change Request Management (ChaRM)

• Application Operations

• Technical Monitoring

• Business Process Monitoring

• Job Monitoring

• Incident Management (ITSM)

• Incident to Incident

• Reporting and Dashboards

• Create Reports and Dashboards within

ServiceNow

Page 9: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

9PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Business Benefits

• Instant access to SAP Alert Context via ServiceNow ticket

• Create Incidents in ServiceNow directly from back-end systems such as (ABAP, Fiori, S/4 Hana…etc.)

• Proactively reduce system downtime by quick reacting on issues and problems

• No need to configure ITSM in SAP Solution Manager (Direct Integration)

• ServiceNow Tickets contain SAP context for quick resolution

• Reduced user ‘Ping-Pong' due to ServiceNow ticket context completeness

• Automatic creation of Incidents in ServiceNow via SNOW enhancement

• No need to configure ITSM in SAP Solution Manager (Direct Integration)

• Reduce data replication and eliminate dual workflow management between the two systems

• Bi-directional integration including header integration details that provide greater visibility and traceability for Business and Technical users in the entire change life cycle

• Reduce risks to Production systems by enforcing data accuracy and approvals via ONE workflow

ChaRM Integration AlertDirect HelpDirect

More powerful and robust reporting by having key information from both tools in one central UI, therefore helping users such as Change Approvals Board members, Release Managers and overall Business users to gain greater visibility and efficientcy

Reporting

Page 10: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

10PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

• Manages the operative aspect of

the change

• Direct integration with transport

management (Development and

Testing)

• System of record for all changes

• Leading system for approvals of

changes going into production

system

• Manage the administrative part of

the change process

Change Management System Roles

Change OwnerBusiness ManagerCAB Developer / TesterBasis Team

Page 11: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

11PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Single Source of Truth for: Reporting / Dashboards / Analytics

▪ Change Type

▪ Status

▪ Change Cycle

▪ Tester

▪ Developer

▪ Change #

▪ ...

Page 12: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

12PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Installation Components

SNOW Adapter is packaged and delivered in two parts:

• Scope application for ServiceNow

• An Add-on for SAP Solution Manager

SNOW Installation Milestones

ServiceNow

Scope Application

SAP Solution

Manager

Add-On

Deploy scope

application in

ServiceNow

Install Add-on

in SAP

Solution

Manager

Configure

SNOW

SNOW

Live

No Middleware

Page 13: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

13PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Technical Overview and Architecture

/SNOW/ CONCORN Add-On

OData Service

Reports

BAdIs

REST API Wrapper

UI Enhancements

HTTPS

HTTPS

®

CONCORN Certified

Scoped Application

SAP Solution Manager

UI Enhancements

Service InterfaceReports

Page 14: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

14PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

Empower

reporting and

dashboards by

having all

information in

one source of

truth

Increase overall

ROI of SAP

Solution Manager

and ServiceNow

Implementation

and

Save time from high

cost resources by

eliminating data

replication and dual

workflow

management

Reduce system

downtime by quick

reactions on

issues and

problems

Reduce risks to

production systems by

enforcing data

accuracy and

approvals via ONE

workflow

Value Proposition

Page 15: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

LIVE DEMO

Page 16: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

16PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

AssessNew Authorize Review Closed

Created In DevSuccessfully

TestedCompletedTo Be Tested

Authorized

for

Production

Change Request

Change Document

Schedule Implement

Approved by

CAB

Imported into

Production

Cancelled

Change OwnerBusiness Manager

CAB/Release Manager Change Owner

ServiceNow Change Request to Deploy

Developer / TesterBasis Team

Withdrawn

SA

P S

olu

tio

n M

an

ag

er

Page 17: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

17PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

CONCORN

www.concorn.com/snow

[email protected]

Q & A

SAP App Center

SAP AppCenter

Page 18: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

18PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW VIDEOS

CONCORN SNOW Adapter Intro Watch VideoCreate incidents in ServiceNow directly from Alert Inbox Watch VideoSelect change cycle directly from ServiceNow change request Watch VideoJump from ServiceNow to ChaRM Watch VideoJump from ChaRM onto ServiceNow Watch VideoCreate Incident Directly from Managed System Watch VideoAutomatic Creation of Change Document Watch Video

Page 19: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

Extra Slides

SNOW Release 2.0, Q1 2021

Page 20: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

20PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0

ITSM Integration:

Integration of ABAP-based SAP systems with ServiceNow ITSM

ITOM Integration:

Integration with ServiceNow Event Management

Integration of Focused Run and ServiceNow ITSM / Event Management

Allow SAP users to submit ServiceNow incidents directly from the SAP UI (Fiori, classic SAP GUI and more)

No need for Solution Manager ITSM, incident creation directly from ECC, S/4HANA or any ABAP-

based system

• Incidents have all relevant information attached automatically

• Automatic categorization and routing based on transaction code, module or SAP system

• Efficient duplicate management (automatic parent-child relationship between ServiceNow incidents)

• Embedded ServiceNow Knowledge Base search in SAP GUI

• Automatic SAP Note search

Page 21: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

21PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0

Incomplete incident description from SAP end users

70% of the time is spent in the ‘investigate and diagnose’ phase of incident response

Inaccurate manual routing and categorization of incidents

The service desk has to manually assign the relevant assignment group, business service,

application service etc.

Many duplicate incidents

A high-impact incident affecting hundreds of SAP users may cause a lot of duplicate

incidents to be submitted by end users

Underutilized Knowledge Base

SAP users often don’t bother to do a search in the ServiceNow Knowledge Base

SNOW: How it will help – ITSM Module

Page 22: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

22PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0

Depending on the problem type, the following information is attached automatically:

SAP user, system, and transaction details

Business context: screen field contents

Screenshots

Authorization report

Runtime error details (“short dump”)

Job log

Spool output

Application log

List of relevant SAP Notes

Browser console entries

Solution Manager Alert details

Benefits:

The Support Teams can immediately start working on a solution

Lower MTTR

Page 23: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

23PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0 - Feature #1 – SAP Details Attached

Depending on the problem type, the following information is attached automatically:

SAP user, system, and transaction details

Business context: screen field contents

Screenshots

Authorization report

Runtime error details (“short dump”)

Job log

Spool output

Application log

List of relevant SAP Notes

Browser console entries

Solution Manager Alert details

Benefits:

The Support Teams can immediately start working on a solution

Lower MTTR

Page 24: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

24PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0 - Feature #2 – Automatic Routing And Categorization

Set up rules either in an SAP customizing table or in ServiceNow to route your incidents to the relevant

Assignment Group

Based on transaction code

◼ For ex. incidents created from VA* shall go to the “SAP SD” Assignment Group

Based on application component

◼ For ex. incidents created from any transaction that belongs to the FI* component shall go to

the “SAP Finance” Assignment Group

Based on SAP system

◼ For ex. incidents created from SAP system BW* shall go to the “SAP BW” Assignment

Group

Based on UI technology

◼ For ex. all incidents created from Fiori apps shall go to the “SAP Fiori” Assignment Group

Custom business logic can be implemented on the SAP side or in ServiceNow:

Any other ServiceNow field can be populated based on SAP technical details

Benefits:

91% accurate routing (case study)

Lower MTTR

Page 25: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

25PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0 - Feature #3 – Duplicate Management

• Monitor a specified timeframe (for ex. 24 hours) for incidents submitted from the same transaction /

program by any other user

• Relevant tickets are displayed for the end user

• If an incident was already created for the same error, end users can link their ticket to the existing one

with a single click

• The product will automatically establish a parent-child relationship between the existing and the new

incident

• All duplicate incidents show up in the Child Incidents tab on the incident form in ServiceNow

• Benefits:

Effective management of duplicates

Increased transparency

Less effort and cost for the service desk and support teams

Page 26: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

26PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Release 2.0 - Feature #4 – Embedded Knowledge Base Search

• The list of relevant Knowledge Base articles are displayed in SAP GUI

• The current transaction code and the short description is the search criteria

• Double clicking on an article opens it in a browser window

Benefits:

End users often get a faster solution to their problem

Less incidents sent to ServiceNow

Total incident volume can be cut up to 12% using a well built and utilized Knowledge Base

Page 27: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

27PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Case Study ( ITSM / ITOM)

Pharma Company Metrics Achieved:

• 28% decrease in average ticket resolution time

12% decrease in tickets with SLA breach

91% decrease in transfer of incidents between support groups

System downtime at a global manufacturing company:

Runtime error in production system due to a bug in an ABAP program

Production lines stopped in a plant

Manufacturing of vehicles halted for 1 hour

500.000 EUR loss in 1 hour

28% faster ticket resolution = 140.000 EUR savings

Page 28: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

28PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: Upcoming Integration Q1 2021

Integration with ServiceNow Event Management

Events created whenever Solution Manager Events are raised

The logic of raising alerts based on events can be moved to ServiceNow Event

Management

Integration with SAP Focused Run

Automatic ServiceNow incident / event creation

Page 29: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

29PUBLIC© 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ

SNOW: ChaRM Q1 2021

Updates will be available soon

Page 30: SNOW Adapter by CONCORN€¦ · Alert Direct –Integrate SAP Solution Manager ITSM with ServiceNow Help Direct –Integration of Managed System with ServiceNow Q&A and Contact Info

Contact information:

Valton Berisha – President / CEO

Clyde Ford – Sr. Vice President

William Perez – Sr. ALM Consultant

Mark A. Daley – Manager of Business Development

www.concorn.com

www.concorn.com/snow

Thank you.