Inhaltsverzeichnis

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Foreword from the Chief Operating Officer of SAP AG
19
Foreword by Andreas Oczko Deputy Chairman of DSAG Board Area: Operations/Service & Support
21
Introduction
23
1 Concept of SAP Solution Manager 7.1
29
1.1 Effective Implementation of Changes—Projects in SAP Solution Manager
30
1.2 Efficient Operation—Solutions in SAP Solution Manager
31
1.3 Processes in SAP Solution Manager
32
1.4 From SAP-Centered to Solution-Wide Use
35
1.4.1 Simple Usage for the Overall Customer Solution
35
1.4.2 Openness: Integration of Partner Products
37
1.4.3 Openness: SAP Solution Manager for Non-SAP Software
38
1.5 Improved User-Friendliness
44
1.5.1 Maintaining an Overview with Management Dashboards
44
1.5.2 End-to-End Monitoring and Alerting
47
1.5.3 SAP CRM User Interface Web Client UI and Work Center Increase User-Friendliness
47
1.6 Extension of Usage Rights Brings Cost Advantages
50
2 Application Lifecycle Management (ALM)
55
2.1 Phases and Topic Blocks
55
2.2 Implementation of Changes Using Releases (Major Release)
60
2.2.1 Requirements Phase
61
2.2.2 Design Phase
63
2.2.3 Build Phase
65
2.2.4 Test Phase
66
2.2.5 Deploy Phase
71
2.3 Implementation of Requirements through Maintenance (Minor Release)
72
3 Effective and Efficient Operation
75
3.1 Operations Control Center
76
3.2 Proactive Monitoring and Working with the Alert Inbox
78
3.3 Technical Administration
82
3.4 Business Process Operations for the Example of “Monitoring the Day-End Closing”
83
3.5 Business Process Operations for the Example of “Automatic Business Exception Management”
86
3.6 Technical Operations for the Example of “Analysis of Complex Technical Problems”
87
4 Solution Documentation in SAP Solution Manager
91
4.1 Technical Landscape Documentation
93
4.1.1 Landscape Data, Tools for Administration, and Processes to Use
95
4.1.2 Handling Landscape Data
99
4.1.3 Topology of the Tools for Managing Landscape Data
112
4.2 Solution Documentation Assistant
113
4.2.1 Documentation of the System Landscape
114
4.2.2 Automatically Assigning the Results of the Analysis to a Business Process Structure
114
4.2.3 Updating Analysis Results in a Project or Transferring Results to a Solution
121
4.3 Reverse Business Process Documentation
122
4.4 Initial Setup of a Business Blueprint Structure with the Excel Upload Interface
124
4.5 Documentation of the Solution
125
4.6 SAP Solution Manager at Sanofi-Aventis Deutschland GmbH
131
5 Implementing Solutions
137
5.1 Accelerated and Process-Oriented Implementation by Means of SAP Standard Content
138
5.1.1 Structure
138
5.1.2 Contents
140
5.1.3 Product Dependency
142
5.1.4 Outlook
142
5.2 ASAP Implementation Method
143
5.2.1 Scope and Usage
143
5.2.2 Roadmap Phases
144
5.2.3 Structure of the ASAP Method
145
5.2.4 Business Add-Ons for the ASAP Method
146
5.2.5 Working with the Run SAP and ASAP Implementation Roadmaps
146
5.3 Project Administration as the Cornerstone of Project Preparation
149
5.3.1 Project Administration
150
5.3.2 Creating an Implementation Project
150
5.3.3 Defining the Project Scope and the Procedure
151
5.3.4 Managing Project Team Members
152
5.3.5 Defining the System Landscape
153
5.3.6 Defining the Project-Specific Milestones
154
5.3.7 Storing Organizational Units
154
5.3.8 Defining Project Standards
155
5.4 Business Blueprint—Conceptual Design for Your Solution
157
5.4.1 Structure of the Business Blueprint
157
5.4.2 Documenting the Conceptual Design
162
5.4.3 Defining Persons Responsible
164
5.4.4 Completing the Business Blueprint
164
5.5 Solution Configuration
166
5.5.1 Prerequisites for Configuration
166
5.5.2 Basic Principles of the Configuration
167
5.5.3 Implementing Customer Developments
170
5.5.4 Working with Service Messages
171
5.6 Test Management
172
5.7 E-Learning Management—Efficient Knowledge Transfer During Projects
173
5.7.1 Creating Learning Materials
173
5.7.2 SAP Productivity Pak by ANCILE Adapter for SAP Solution Manager
174
5.7.3 Organizing and Distributing Training Content
175
5.8 Reporting for Your Implementation Project
178
5.8.1 Reporting Roadmap
178
5.8.2 Reporting—Business Blueprint
178
5.8.3 Reporting—Configuration
181
5.8.4 Reporting—Training Materials
184
5.8.5 Reporting—Test
185
5.8.6 Reporting—System Landscape
185
5.8.7 Reporting—History
186
5.9 SAP Solution Manager at the HARTMANN GROUP
186
6 Template Management
193
6.1 Application Areas for Templates
193
6.1.1 The Company-Wide Process Library
194
6.1.2 Global Rollout
194
6.2 Template Management in Detail
196
6.2.1 Template Management in the Context of Application Lifecycle Management
197
6.2.2 Methodical Support from the Global ASAP Template Roadmap
199
6.2.3 Creating Templates
200
6.2.4 Business Blueprint Definition and Configuration Structure
201
6.2.5 Releasing and Implementing Templates
202
6.2.6 Tips and Tricks for Working with Templates
203
6.3 Template Management and Lifecycle
206
6.3.1 Comparing and Adjusting Changes
206
6.3.2 Copying Template Changes (Rollout)
210
6.3.3 Feeding Local Changes Back into the Template (Roll-In)
211
6.4 Template Management at Procter & Gamble
212
7 Test Management
219
7.1 Procedure from Test Planning to Test Execution
220
7.2 Options for Test Tools
222
7.2.1 Test Option 1
222
7.2.2 Test Option 2
223
7.2.3 Test Option 3
223
7.2.4 Supplementary Products
224
7.3 Business Process Change Analyzer
224
7.3.1 Use Case 1: Customizing Changes
224
7.3.2 Use Case 2: Changing Custom Code
226
7.3.3 Use Case 3: Enhancement Package—Business Function Analysis
227
7.3.4 Use Case 4: Optimization of the Test Scope for SAP Support Packages or SAP Enhancement Packages
228
7.3.5 Preparations
232
7.3.6 Customer Benefits
237
7.4 Test Option 1
237
7.4.1 Overview of Test Functions and Tools for Test Option 1
238
7.4.2 “Test Management” Work Center
240
7.4.3 Manual Testing
242
7.4.4 Test Automation
246
7.4.5 Test Reporting
251
7.5 Test Option 2—Testing with the SAP Quality Center by HP
253
7.5.1 Overview of Test Functions and Tools for Test Option 2
254
7.5.2 Transfer to the Business Blueprint
257
7.5.3 Creating Test Plans
258
7.5.4 Generating Test Cases Using SAP Test Acceleration and Optimization
259
7.5.5 Executing Test Cases Using SAP Test Acceleration and Optimization and the SAP Quality Center
260
7.5.6 Exchanging Error Messages Between the SAP Quality Center by HP and SAP Solution Manager
263
7.5.7 Reporting in SAP Solution Manager and the SAP Quality Center by HP
264
7.5.8 Maintenance of Test Cases Using SAP Test Acceleration and Optimization
265
7.6 Test Option 3—Integration Using IBM Rational Tools
267
7.6.1 An Automated, Integrated, and Standardized Approach
267
7.6.2 Creating Business Blueprints and Requirements Management
268
7.6.3 Change Impact Analysis
268
7.6.4 Test Planning
269
7.6.5 Testing
269
7.6.6 Customer Benefits
270
7.7 SAP Solution Manager at Colgate-Palmolive
271
8 Change Control Management
279
8.1 Quality Gate Management
280
8.1.1 “Change Management” Work Center
281
8.1.2 Central Transport Management with Quality Gate Management
287
8.1.3 SAP Best Practices in the Transport Area
290
8.2 Change Request Management
291
8.2.1 Change Request Management in Detail
293
8.2.2 Architecture
298
8.2.3 Project Cycle and Maintenance Cycle
299
8.2.4 Request for Change
303
8.2.5 Change Types in Change Request Management in Detail
307
8.2.6 Change Management Using Change Request Management
312
8.2.7 Central Change Control
315
8.2.8 Transparency of Change Processes
320
8.2.9 Integration of Change Request Management with Other Application Lifecycle Management Functions
323
8.3 Transport Management
327
8.3.1 SAP Change and Transport System (CTS)
327
8.3.2 Synchronizing Development Systems
338
8.3.3 SAP Transport Execution Analysis Service
340
8.4 Change Diagnosis
342
8.4.1 Tracing Changes
343
8.4.2 Change Reporting
343
8.4.3 End-to-End Change Analysis
344
8.4.4 Configuration Validation
346
8.5 SAP Solution Manager at Ferrero Deutschland MSC GmbH & Co. KG
350
9 Application Incident Management
359
9.1 Incident and Problem Management
359
9.1.1 IT Service Management According to ITIL
360
9.1.2 SAP IT Service Management (SAP ITSM)
362
9.1.3 Integration Concept
363
9.1.4 Application Scenarios
365
9.1.5 The Central Incident and Problem Management Process
374
9.1.6 Master Data
381
9.1.7 Best Practice Functions
384
9.2 Incident Management with Help Desk Systems from Other Providers
389
9.3 Incident Management for IT Service Providers
391
9.4 Incident Management for Software Partners
398
9.5 SAP Solution Manager at Ferrero Deutschland MSC GmbH & Co. KG
402
9.6 SAP Solution Manager at itelligence AG
410
10 Technical Operations
417
10.1 Technical Monitoring
421
10.1.1 Alert Inbox
422
10.1.2 System Monitoring
427
10.1.3 Connection Monitoring
429
10.2 Central Monitoring of SAP NetWeaver Process Integration
431
10.2.1 Starting and Navigation
434
10.2.2 Overview Monitor
434
10.2.3 Component Monitor
437
10.2.4 Channel Monitor
438
10.2.5 Message Monitor
438
10.2.6 Central Content-Based Message Search
443
10.2.7 Connecting to the Alert Infrastructure
445
10.2.8 Connection to the Service Desk
446
10.3 End User Experience Monitoring
446
10.4 End-to-End Root Cause Analysis
453
10.4.1 Procedure for Root Cause Analysis
454
10.4.2 Architecture
456
10.4.3 Tools in the “Root Cause Analysis” Work Center
458
10.4.4 Root Cause Analysis in Detail
460
10.4.5 Quality Assurance with the Root Cause Analysis Tools
469
10.5 Technical Administration
471
10.5.1 Work Mode Management
472
10.5.2 IT Calendar
480
10.5.3 Managing Notifications
481
10.5.4 Central System Administration (CSA)
482
10.6 Technical Analysis
492
10.6.1 Technical Evaluations
492
10.6.2 Management Evaluations
506
10.7 Data Volume Management (DVM)
509
10.7.1 Position Determination
510
10.7.2 Analyzing the Data Distribution
511
10.7.3 Prioritizing Objects
516
10.7.4 Prioritizing by Memory Consumption
517
10.7.5 Prioritizing by Age Structure of the Data
518
10.7.6 Prioritizing by Frequency of Use
519
10.7.7 Evaluating the Data
521
10.7.8 Discussions with the Departments
524
10.7.9 Project Reporting
526
11 Business Process Operations
529
11.1 Business Processes and Interface Monitoring
530
11.1.1 Tools that Support the Operation of Business Processes
530
11.1.2 Business Process Monitoring in SAP Solution Manager
532
11.1.3 Handling Business Process Monitoring in SAP Solution Manager
534
11.1.4 Using Business Process Analytics to Improve Business Processes
537
11.2 Job Scheduling Management
539
11.2.1 The Challenges of Job Scheduling Management
541
11.2.2 Case Study: A Job Scheduling Management Process as Conceived in the SAP Standard System
543
11.2.3 Automatically Redirecting a User from the Backend System to the SAP Solution Manager Application Form
550
11.2.4 Job Scheduling Management Health Check
551
11.3 Data Consistency Management
553
11.3.1 Introducing Data Consistency Management
553
11.3.2 Overview of the Tools for Data Consistency Management
555
11.4 Business Process Performance
561
11.4.1 Business Process Performance Optimization
561
11.4.2 Performance Optimization with SAP Self-Services
566
11.5 SAP Solution Manager at Bayer MaterialScience
570
12 Maintaining an SAP Solution Landscape
575
12.1 The Maintenance Optimizer
576
12.1.1 The Maintenance Optimizer in Detail
578
12.1.2 Maintenance Optimizer for SAP ERP
583
12.1.3 Supporting Complex Landscapes
585
12.1.4 Country Legal Changes Packages for SAP ERP HCM—Integrating Solutions and HR Support Packages in the Maintenance Transaction
586
12.1.5 Authorizations and Reports in the Maintenance Optimizer
586
12.1.6 Maintenance Certificate and License Management
587
12.2 System Recommendations
589
12.2.1 Receiving Recommendations for your Systems
590
12.2.2 Integration with Other Tools in SAP Solution Manager
591
12.2.3 Setting Up the System Recommendations Function
591
12.2.4 Summary
592
13 Support for Upgrade Projects
593
13.1 Upgrade Dependency Analyzer
594
13.1.1 Possible Dependency Statements
596
13.1.2 Distinctions Among the UDA, the Maintenance Optimizer, and the Scenario and Component Lists (PCL/SCL)
599
13.1.3 Data Quality and Legal Disclaimer
600
13.1.4 Examples of Using the UDA
600
13.2 Project Planning and Project Management Using the Upgrade Roadmap
607
13.3 Custom Development Management Cockpit
609
13.4 Maintenance Optimizer
609
13.5 Test Management
610
13.6 User Training
610
13.7 SAP Upgrade Assessment
611
13.8 SAP GoingLive Functional Upgrade Check
611
13.9 Near Zero Downtime Method
612
14 SAP Landscape Transformation
613
14.1 The Greenfield Approach
616
14.2 SAP’s Approach to SAP Transformations
617
14.3 Phases of Executing a Transformation Project
618
14.3.1 Identification of the Transformation Approach
619
14.3.2 Analysis of the System Landscape and Planning of the Project
619
14.3.3 Evaluating and Preparing a Transformation Project
619
14.3.4 Realizing a Transformation Project
619
14.3.5 Typical Approach for Executing a Client Transfer
620
14.4 Transformation Scenarios
621
14.4.1 Transformation Solutions for Sales, Purchasing, and Restructuring Initiatives
621
14.4.2 Standardization and Transformation of Data
626
14.4.3 Consolidation of Systems and Reduction of IT Costs
631
14.5 Using SAP Landscape Transformation
633
14.5.1 Working with SAP Landscape Transformation
634
14.5.2 Structure of the Work Center of SAP LT Software
635
14.5.3 Creating Projects
638
14.5.4 Combining Transformation Solutions
639
14.5.5 Executing Projects
640
14.5.6 Executing Analyses
641
14.5.7 Executing Transformation Applications
642
14.5.8 Important Notes and Recommendations Regarding the Technical Execution
643
14.5.9 Troubleshooting and Support
643
14.6 Additional Services for SAP Landscape Transformation
644
14.7 SAP Solution Manager at SKW Stahl-Metallurgie Holding AG
648
15 Custom Code Management: Efficient Management of Custom Code
653
15.1 Introduction to Custom Code Management
653
15.1.1 The City Model
654
15.1.2 The Custom Code Management Process
656
15.2 Custom Code Lifecycle Management—Managing Custom Code
658
15.2.1 Process and Architecture
659
15.2.2 The CCLM Application in Detail
662
15.2.3 Settings
664
15.2.4 Library Definition
666
15.2.5 Objects in the Library
667
15.2.6 Reporting
668
15.3 Custom Code Development Management Cockpit
670
15.4 Analyses for Custom Code
679
15.4.1 Distinguishing SAP Original Objects from Clones
680
15.4.2 Identifying the Usage Area of Clones
682
15.4.3 Monitoring and Evaluating Modifications
683
15.4.4 Distinguishing Versions of Your Program
684
15.4.5 Time for Improvement
686
15.5 Custom Code Lifecycle Management at Procter & Gamble
686
Appendices
691
A The Authors
691
B The Authors of Customer Experiences
711
Index
717