ITSM and ChaRM in SAP Solution Manager

Nathan Williams is a senior SAP management and technology consultant with a prominent concentration in SAP Application Lifecycle Management and SAP Solution Manager. Coordinating with IT, business, and program management teams, he has effectively defined strategies and roadmaps to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. Nathan is also experienced with all technical configuration aspects of SAP Solution Manager, including security, Basis, and SAP CRM. You may contact Nathan at nwilliams@keenfusion.com.

Introduction
PART I: Introduction
An Overview of IT Service Management
Overview of ITIL and IT Service Management
Application Lifecycle Management in SAP
Incident Management
Service Request Management
Problem Management
Change Management
Integration of ALM and ITSM
Summary
User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1
SAP CRM Web User Interface
Work Centers
Summary
Preparing Your SAP Solution Manager System to Support SAP ITSM Functions
Post-Installation and Technical Setup
Authorization Roles and Security Concept
Master Data Maintenance
Adapting the SAP CRM Web UI: Configuration and Personalization
Summary
PART II: Application Incident Management
An Overview of Application Incident Management
Goals and Motivation
Architecture and Infrastructure
New Features and Enhancements Delivered with SAP Solution Manager 7.1
SAP CRM Web UI for Creating, Processing, and Tracking
Summary
Application Incident Management EndUser Roles and Process Flows
Roles in Application Incident Management
Incident Management Process
Problem Management Process
Service Request Management Process
Summary
Integration into Application Lifecycle Management
Design and Build Phases
Test Phase
Deploy Phase
Operate Phase
Summary
Channels for Creating and Resolving Incidents and Problems
Inbound Channels
Follow-Ups
Summary
Core Features of Application Incident Management
Business Roles and Predefined User Interfaces
Details
Text Management
Related Test Cases
SAP Collaboration
SAP Notes
Attachments
Checklists
Scheduled Actions
Processing Log
Related Transactions
Summary
Additional Features of Application Incident Management
Time Recording
Service Level Management
Dispatching Messages to the Support Team
Knowledge Articles
Summary
Functional Configuration for Application Incident Management
Chapter Overview
Partner Determination Procedure
Support Team Determination
Time Recording
Categorization
Text Management
Status Profile
SLA Escalation
Actions and Conditions
Priorities
Additional Capabilities
Summary
PART III: Change Request Management
An Overview of Change Request Management
Goals and Motivation
Architecture and Infrastructure
New Features and Enhancements Delivered with SAP Solution Manager 7.1
Web UI for Creating, Processing, and Tracking
Summary
Change Request Management End-User Roles and Process Flows
ChaRM in the SAP Ecosystem
Roles in Change Request Management
Request for Change Process
Key Differences between Normal and Urgent Changes
Normal Change Process
Urgent Change Process
Administrative Change Process
General Change Process
Defect Correction Process
Summary
Additional Features of Change Request Management
Retrofit
Cross-System Object Lock (CSOL)
Critical Object Check
Managing Changes for Non-ABAP Systems
Summary
Enabling the Transport Management System for Change Request Management
What You Should Know Before Setting up TMS for ChaRM
Enabling the Transport Management System for ChaRM
Summary
Functional Configuration for Change Request Management
Chapter Overview
Basic Configuration
Standard Configuration
Enabling SAP ITSM Process Integration
Adapting Standard Change Request Management Workflow
Approval Settings
Extended Configuration
Additional Features
Summary
Maintenance and Project Administration Activities
Implementation and Maintenance Projects
Maintenance and Project Cycles
Completing the Maintenance or Project Cycle
Maintenance Cycle Strategy
IMG and CTS Projects
Summary
PART IV: Reporting and Analytics
Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM
SAP IT Service Management Analytics Overview
SAP IT Service Management Analytics Capabilities
SAP Solution Manager with SAP NetWeaver BW
Summary
Change Request Management Reporting and Analytics
Introduction to Change Request Management Reporting
Components of Change Request Management Reporting
Transport Request Tracking
Other Change Request Management Reports
Summary
Appendices
Lessons Learned When Implementing SAP ITSM Functions
Upgrading to SAP Solution Manager 7.1
The Author
Index