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1
SAP AG 2003, ACAD - Overview of SM 1
Introduction to SAP Solution Manager
Use in Implementations
Use in Operations
Additional Information
Contents:
OVERVIEW OF SAP SOU!IO" MA"A#ER
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1.2
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is unit% &ou 'ill (e a(le to:
Outline t$e )e& concepts and components of t$e
SAP Solution Manager
*escri(e t$e )e& (enefits of t$e SAP Solution
Manager and understand $o' t$e tools pro+ided
support a successful and efficient SAP
implementation
Relate (& implementation p$ase $o' SAP Solution
Manager supports )e& acti+ities
E,plain $o' SAP Solution Manager uses roadmaps
to guide implementation and operations acti+ities
OVERVIEW OF SAP SOU!IO" MA"A#ER:Unit O(-ecti+es ./ of 01
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1.3
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is unit% &ou 'ill (e a(le to:
*escri(e t$e (usiness content deli+ered 'it$ SAP
Solution Manager
*escri(e $o' t$e SAP Solution Manager supports
effecti+e on2going management and continuous
impro+ement of t$e producti+e en+ironment
ist )e& resources for additional information on t$e
SAP Solution Manager
OVERVIEW OF SAP SOU!IO" MA"A#ER:Unit O(-ecti+es .0 of 01
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1.4
SAP AG 2003, ACAD - Overview of SM 1
3our pro-ect team $as (een tas)ed 'it$ completing
an upgrade of all e,isting R45 applications% in
con-unction 'it$ implementing all )e& CRM (usiness
processes6 3ou need to understand $o' t$e ne'
SAP Solution Manager toolset supports a successful
and efficient SAP implementation6
3ou need to continue to support and optimi7e &our
e,isting producti+e landscape6
OVERVIEW OF SAP SOU!IO" MA"A#ER:8usiness Scenario
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1.5
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is topic% &ou 'ill (e a(le to:
Outline t$e )e& concepts and components of t$e
SAP Solution Manager
*escri(e t$e )e& (enefits of t$e SAP Solution
Manager
Introduction to SAP Solution Manager:!opic O(-ecti+es
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1.6
SAP AG 2003, ACAD - Overview of SM 1
Solution Management 9 O(-ecti+es
;o' can 'e facilitate communication (et'een customer
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Business Needs
Due to an ongoing spread of distributed systems and dependencies of businessprocesses beyond
single system boundaries the need for a new efficient support infrastructure is required.
Integration aspects coering technical as well as business !applications" needs of these
heterogeneous enironments are more crucial than eer and need to be mastered perfectly.
#oftware change management has to be ta$en into consideration including all aspects of single
component upgrade and release strategies as well as the deelopment and the modification ofstandard scenarios.
%inimi&ation of potential ris$s during operations and early establishment of operation concepts is
the $ey in order to aoid unforeseen financial inestments and to lower the operation cost to a
minimum.
1.7
SAP AG 2003, ACAD - Overview of SM 1
*eli+er& of SAP Solution Management
GlobalStrategy andService LevelManagement
GlobalStrategy andService LevelManagement
BusinessProcess
Management
BusinessProcess
Management
Managementof mySAP
Technology
Managementof mySAP
Technology
SoftwareChange
Management
SoftwareChange
Management
Support es!ManagementSupport es!Management
SafeguardingSafeguarding
"mpowering"mpowering
SolutionManagement#ptimi$ation
SolutionManagement#ptimi$ation
%ou
receive
SAP SolutionManagement &
deliveredthrough &
Support Programs
Managing technical ris! andensuring technical robustnessof your solution
"mpowering your users withcore competencies toimplement and operate your
solution
"nsuring that your solutionwor!s to its optimumpotential at all times
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#olution %anagement is the strategy and the #() #olution %anager the technical infrastructure to
reali&e it.
*he #() #olution %anager brings in a new era of solution management coering all releant aspects
for implementation+ operations and continuous improement.
*he #() #olution %anager as an integrated platform centrally running in a customer,s solution
landscape ensures the technical possibility to support distributed systems.
-or further information regarding #olution %anagement refer to http://service.sap.com/solutionmanagement & http://service.sap.com/solutionmanager
1.
SAP AG 2003
SAP Solution Manager at a #lance
SAP Solution ManagerSAP Solution Manager
Functional ImplementationFunctional Implementation
Technical ImplementationTechnical Implementation
Implementation of OperationsImplementation of Operations Support DeskSupport Desk
Services for OperationsServices for Operations
Solution MonitoringSolution Monitoring
Pro+iding tools% content%
procedures and ser+ices
to implement and operate
&our SAP solution
Customer Platform for
'mplementation and #perations
'mplementation #perations
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1.!
SAP AG 2003
Technical
Consultant
System
Administrator
Support Engineer
ro!ect Manager
Application
Consultant
Development
Consultant
Supporting various roles and activities
regarding implementation and operations
SAP Solution Manager 9 Roles
SAP Solution ManagerSAP Solution Manager
ro!ect Administrationro!ect Administration
"lueprint Definition"lueprint Definition
ConfigurationConfiguration
Customi#ingSynchroni#ation
Customi#ingSynchroni#ation
TestingTesting
Soft$are Change Mgmt%Soft$are Change Mgmt%
mySA Technology Mgmt%mySA Technology Mgmt%
"usiness rocess Mgmt%"usiness rocess Mgmt%
Pro+iding tools% content andmet$odologies for Functional implementation
!ec$nical implementation
Operations
Support
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0arious implementation and operations roles are also deliered with the #() #olution %anager.
*eam members can log on using the roles and authori&ations assigned to them and wor$ through
their specific tas$s.
*he authori&ation concept for the #() #olution %anager is predefined for the following roles
)roect %anager
(pplication onsultant
Deelopment onsultant *echnical onsultant
#ystem (dministrator
#upport ngineer
1.1"
SAP AG 2003, ACAD - Overview of SM 1
SAP Solution Manager as a Central Platform
(AS
")
Customer*s System Landscape
P+
Solution Landscape
56/I56/I
CUSCUS
SCMSCM
>6?8>6?8
"on2
SAP
"on2
SAP
CUSCUS
CRMCRM
>6@C
CRMCRM
>6@C
SCMSCM
CUSCUS
56/I56/I
>6@CCUSCUS
>6?8>6?8
Solution Manager
(AS
"on2
SAP
"on2
SAP
CRMCRM
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#() #olution %anager is a customer platform that enables representation and documentation of the
entire #() solution.
#() #olution %anager proides a single point of access into component systems for design+
configuration and testing actiities.
#() #olution %anager enables processoriented design+ configuration+ testing and ongoing system
monitoring during operations+ regardless of the comple7ity of the system landscape.
1.11
SAP AG 2003, ACAD - Overview of SM 1
Initial template 4 scenario
Process2Oriented Scoping of a Customer Solution
SAP Solution Manager
Customer2Specific
Solution
8usiness ProcessRepositor&
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*he #() #olution %anager proides with the 8usiness )rocess 9epository central access to the list
of predefined business scenarios+ which sere as a starting point for identifying the proect scope to
be implemented.
:hen creating the detailed business blueprint+ customers select the predefined business processes to
complement the proect scope. In addition+ the customer can create their own business processes.
*he 8usiness )rocess 9epository is a pac$age of reusable+ predefined business process content
consisting of #cenario documentation
*ransaction assignments
I%; assignments
onfiguration guides
)redefined test cases
Please note that the available Business Process Repository content may vary by scenario.
1.12
SAP AG 2003, ACAD - Overview of SM 1
Process2Oriented Configuration and !esting
SAP Solution Manager
Customer2Specific
Solution
Configuration in IM#s
Prepare test plansalong customersolution
E,ecute test cases
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In the 9eali&ation phase+ the customerspecific solution defined during 8usiness 8lueprint is
configured and tested.
#() #olution %anager enables processoriented ersus componentoriented configuration and
testing.
#() #olution %anager proides a common platform for naigating to the arious component
systems to complete configuration and testing actiities.
1.13
SAP AG 2003, ACAD - Overview of SM 1
SAP Solution Manager 9 8enefits at a #lance
8enefits using SAP Solution Manager in Implementation Central point of access and support for )e& implementation acti+ities
Process2dri+en 8lueprint% Configuration and !esting approac$
Automated customi7ing s&nc$roni7ation across SAP components
Standard scenarios pro+ided t$roug$ t$e 8usiness ProcessRepositor&
Central repositor& to store pro-ect documentation and issues
Pro-ect monitoring 4 reporting capa(ilities
Ser+ices aligned to assure #oi+e and smoot$ operations of t$ecustomer solution
8enefits using SAP Solution Manager in Operations
Reduction of operational costs .!CO1
Customer satisfaction increasing performance
Ser+ice e+el Management 4 Reporting Application Management 4 Monitoring
Soft'are C$ange Management for t$e entire solution
8est SAP Support 'it$ integrated Support *es)
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1.14
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
Outline t$e )e& concepts and components of t$e
SAP Solution Manager
*escri(e t$e )e& (enefits of t$e SAP Solution
Manager
Introduction to SAP Solution Manager:!opic Summar&
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1.15
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is topic% &ou 'ill (e a(le to:
Relate (& implementation p$ase $o' SAP Solution
Manager supports )e& acti+ities
E,plain $o' SAP Solution Manager uses roadmaps
to guide implementation and operations acti+ities
*escri(e t$e (usiness content deli+ered 'it$ SAP
Solution Manager
Outline $o' t$e tools pro+ided can support a
successful and efficient SAP implementation
Use in Implementations: !opic O(-ecti+es
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1.16
SAP AG 2003, ACAD - Overview of SM 1
Focus: Implementation
SAP Solution Manager
ConfigurationConfigurationPro-ect
definition
Pro-ect
definition*efine 8usiness
8lueprint
*efine 8usiness
8lueprint
Pro-ectPreparation
8usiness8lueprint
Reali7ation#o i+e
SupportFinal
Preparation
Customi7ing
s&nc$roni7ation
Customi7ing
s&nc$roni7ation
Aut$ori7ationAut$ori7ation
*ata
transfer
*ata
transfer
End user
!raining and
documentation
End user
!raining and
documentation
TestingTesting
Pro-ectp$ase
Roadmaps
Pro-ect AdministrationCross
functions
Pro-ectacti+ities
Reporting
*e+elopments*e+elopments
*efine S&stem
andscape
*efine S&stem
andscape
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*he #() #olution %anager is designed and structured to support you during all phases of your
implementation proect. *hese phases are based on the 5 phases of the Implementation 9oadmap
Project PreparationBusiness BlueprintRealizationFinal PreparationGo Live &
Support
rgani&e tests
and perform
*he #() #olution %anager also supports crossfunctions+ such as
Reporting:nables reporting at any point during your proect to obtain information on the status
of your proect and on the progress made+ i.e. in blueprinting+ configuration or testing.
Roadmaps:*o lead the implementation team through a proect step by step= methodology and
supporting accelerators
1.17
SAP AG 2003, ACAD - Overview of SM 1
SAP Solution Manager 9 Roadmaps at a #lance
'mplementation methodology provided through +oadmaps
Implementation Roadmap
!arget #roup: Pro-ect Managers% Functional Implementation
!eam .Application Consultants1
Milestone4s&nc points concept and support ser+ices aligned
Solution Management Roadmap
!arget #roup: !ec$nical Implementation !eam .!ec$nical
Consultants1 and Operations !eam
Milestone4s&nc points concept and support ser+ices aligned
#lo(al !emplate Roadmap
!arget #roup: Program 4 Pro-ect Managers
#lo(al Roadmap content adapted to Solution Manager usage
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?atest aailable 9oadmaps are deliered with the #olution %anager. *hey contain the standard #()
implementation methodology and coer the most important aspects and phases of a #()
implementation.
( fundamental component of the 9oadmaps is the lin$s to accelerators and tools for performing the
tas$s in a proect.
*he 9oadmaps allow you to
@aigate in the structure -ilter the structure items by role or subect area
Display and assign documents
)rint indiidual documents or structures with assigned documents
#earch for specific items in the structure and accelerators
*rac$ status and create notes per structure item !e.g. for a wor$ pac$age"
reate messages
1.1
SAP AG 2003, ACAD - Overview of SM 1
*efine 8usiness 8lueprint
/6 Anal&7e and identif& pro-ect structure (ased
on selected scenarios2 E+aluate process step (& running transactions in
t$e related e+aluation s&stem
2 Read SAP documentation
2 *ispla& related diagrams
06 *efine &our pro-ect scope2 Set structure items in scope t$at are part of t$e pro-ect
2 Cop&% Cut4Paste and rename pro-ect structure
2 Add ne' structure items from li(rar& or create ne' items
2 Set orderin t$e structure to reflect t$e process flo'
56 *escri(e &our reBuirements in t$e Pro-ect
document ta( t$at need to (e supported
(& t$e solution2 Use CI templates to document &our process flo'
and functional reBuirements
2 *ocument &our tec$nical reBuirements
in terms of inferfaces% con+ersions% forms% reports
or ot$er de+elopments
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Definition of the 8usiness 8lueprint allows you to document the business processes in your
enterprise that you want to use in your #() #ystem.
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:hen creating the business blueprint+ customers select the preconfigured business processes they
want to implement. 8ased on the scenarios selected to be in scope+ the corresponding 8usiness
)rocess 9epository content is made aailable.
*he 8usiness )rocess 9epository is a pac$age of reusable+ predefined business process content
consisting of
#cenario documentation
*ransaction assignments I%; assignments
onfiguration guides
)reconfigured processes deliered ia 8 #ets
)redefined test cases
Note: #atest availa$le content %or the Business rocess 'epositor( can $e do)nloaded %rom
*+ *ervice ,ar-etplace at http://service.sap.com/solutionmanager.
1.2"
SAP AG 2003, ACAD - Overview of SM 1
Reali7ation: Process2Oriented Configuration
Customi7ing +ia IM#Customi7ing +ia IM#
Re2use of Customi7ing +ia
8C Sets% e6g6 in a Rollout locationRe2use of Customi7ing +ia
8C Sets% e6g6 in a Rollout locationAssign test cases
Assign test cases
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*his proect step configures the process requirements+ specified in the 8usiness 8lueprint phase+ in
the system.
#() #olution %anager enables processoriented ersus componentoriented configuration and
testing.
#() #olution %anager proides a common platform for naigating to the arious component
systems to complete configuration and testing actiities.
If you use obects from the 8usiness )rocess 9epository in your structures+ they may already beassigned to transactions and 8 #ets.
If you create structures without obects from the 8usiness )rocess 9epository+ you can assign
transactions yourself in the transaction 8usiness 8lueprint+ and 8 #ets+ I%; obects and test cases
in the transaction onfiguration.
1.21
SAP AG 2003, ACAD - Overview of SM 1
Customi7ing *istri(ution 9 !&pical Usage Scenarios
Typical challenges , -sage Scenarios
Customi7ing of certain o(-ects needs to (e in s&nc across s&stems
E,isting customi7ing .e6g6 of SAP R451 s$ould (e reused in ot$er s&stems.e6g6 CRM1
A+oid redundant customi7ing acti+ities 'it$in a Solution andscape
.e6g6 AE scenarios1
istribution Scenarios
*elta Customi7ing
*istri(ution during customi7ing 9 at transport recording *istri(ution at transport release
Periodic distri(ution
Manual distri(ution
Initial Customi7ing
Fast initial configuration of ne' de+elopment s&stems%e6g6 SAP CRM
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*he #() *est :or$bench functionality is reused in the Solution Manager Test Organization. -or
further information about the *est :or$bench+ refer to the documentation in the 9A3 #ystem.
1.24
SAP AG 2003, ACAD - Overview of SM 1
*ocument Management in t$e
SAP Solution Manager
."% /' /L' /TS
Central storage of all pro-ect documentation in SAP no'ledge
Ware$ouse .?6/1 'it$ main focus on 8usiness 8lueprint and
Configuration
Pro+ides functionalit& for creating% editing% storing% uploading and
do'nloading documentation .in SOAR/4SOAR01
Predefined templates 4 document t&pes are s$ipped 'it$ SAPSolution Manager:
!emplates for scenario descriptions% diagrams and installation guides
Customer Input !emplates .CI!s1
!emplates for interfaces% forms and reports
Creation of pro-ect2specific documentation t&pes .templates1
Reporting features .(& Assignment *ocuments1 allo' &ou to
trac) and filter on all a+aila(le documents
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1.25
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
Relate (& implementation p$ase $o' SAP Solution
Manager supports )e& acti+ities
E,plain $o' SAP Solution Manager uses roadmaps
to guide implementation and operations acti+ities
*escri(e t$e (usiness content deli+ered 'it$ SAP
Solution Manager
Outline $o' t$e tools pro+ided can support a
successful and efficient SAP implementation
Use in Implementations: !opic Summar&
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1.26
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is topic% &ou 'ill (e a(le to:
Outline $o' t$e SAP Solution Manager is a central
platform t$at supports effecti+e on2going
management and continuous impro+ement of t$e
producti+e en+ironment of a SAP solution
*efine t$e role t$e Solution Manager pla&s in SAPGs
ser+ice deli+er& infrastructure
*escri(e $o' t$e SAP Solution Manager supports
process and s&stem monitoring4reporting
E,plain $o' t$e SAP Solution Manager represents a
central platform for internal and e,ternal support
des) reBuirements
Use in Operations: !opic O(-ecti+es
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1.27
SAP AG 2003, ACAD - Overview of SM 1
Solution andscapes in t$e SAP Solution Manager
SCMSCM
CUSCUS
5rd
Part&
5rd
Part&
>6@C>6@C
PMPM
56/I56/I
CRMCRM
>6@C>6@C
Solution
Landscape 0
Solution
Landscape 1
Customer2s Solution3 Landscapes 4 Satellite Systems
Support Messages
SolutionLandscape 5
56/IH56/IH
>6@C>6@C
CRMCRM
>6@C>6@C
CUSCUSCUSCUS
CUSCUS
SAP ServiceMar!etplace
SAP SolutionManager
Central System3on SAP 6eb AS
SAPCustomer2s
Solution3SolutionManager in
Central System
RFC Connections
Agents
SAP Earl&Watc$ Alertdata transfer
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#() #olution %anager is the central naigation platform for $ey actitiities in operations.
#() #olution %anager can monitor #() solutions and #() 9A3 instances.
#() software components can be monitored ia 9-s or e7ternal agents at ># leel. @on#()
software components can only be monitored ia agents.
#eeral systems can be grouped together as a solution landscape and access to this landscape can be
restricted.
*here is a remote connection to #() that you can open for serice deliery or e7pert help from #()(ctie ;lobal #upport.
1.2
SAP AG 2003, ACAD - Overview of SM 1
Focus: Operations
SAP Ser+ice Mar)etplace Operations Concept4ReBuirements
Soft'are C$ange Management
Interfaces Management
!emplates48est Practices
SAP "otes Searc$
SAP Ser+ice Mar)etplace Operations Concept4ReBuirements
Soft'are C$ange Management
Interfaces Management
!emplates48est Practices
SAP "otes Searc$
SAP Solution Manager
AP Solution Manager
ContinuousImpro+ement
Ser+ices
ContinuousImpro+ement
Ser+ices
8usinessProcess
Monitoring
8usinessProcess
Monitoring
S&stemMonitoring
S&stemMonitoring
8est Practicesfor SolutionManagement
8est Practicesfor SolutionManagement
Support *es).Message ;andlingSAP "ote Assistant1
Support *es).Message ;andlingSAP "ote Assistant1
SAPRemote Support
.Microsoft "etMeetingRFC Connection1
SAPRemote Support
.Microsoft "etMeetingRFC Connection1
Predicti+e Proacti+eSer+ices
Predicti+e
Proacti+eSer+ices
Operations SectionOperations Section Supporting Engines
CCMS Monitoring
Arc$itecture .R01
Microsoft "etMeeting
Reporting
SAP Earl&Watc$ Alert
Engine
666
Solution MonitoringSolution Monitoring
Support SectionSupport Section
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*he #() #olution %anager as the technical and operations infrastructure has different components
0'+N*)oint of access to #() #upport #erices+ including 9emote #erices+ >nsite
#erices+ #elf#erices+ and 8est )ractice documents. 8ased on the solution configuration+
recommendations for these serices are triggered dynamically. *he reports resulting from each
serice are aailable and are archied in the >perations section. *he reports are useful
documentation stored in the #() #olution %anager and sere as reference information for the
efficient future operation of the #() solution landscape. *#N ,N'Noers solution monitoring+ which instead of monitoring ust
indiidual system components+ monitors the business process across multiple components. #olution
monitoring inoles systems monitoring+ business process monitoring and serice leel management
to help monitor and administer the entire #() solution.
*'>ffers a complete infrastructure for organi&ing and operating a solutionwide support
organi&ation at the customer,s site. *he #upport Des$ promotes effectie user support in the #()
solution landscape eery step of the wayfrom the endusers to the internal support organi&ation
and when necessary to #().
1.2!
SAP AG 2003, ACAD - Overview of SM 1
SAP Solution Management 9 Ser+ice Infrastructure
SAP Service Mar!etplace
Implementation OperationsImplementation Operations
no'ledge !ransfer
Self Ser+ice
no'ledge S$aring
Safeguarding
Bac!
#ffice
Bac!Bac!
#ffice#ffice
8est Practices
Ser+ice Procedures
Customer Status
Proacti+e 4 Reacti+e Follo'2up
Remote Support
SAP Support 8ac) OfficeSAP Support 8ac) Office
SAP Solution
Manager
Internet
Internet
Internet
Customer
Partners
Consulting
Collaboration of3
SAP
Support
*e+elopment
CustomerCustomer
PartnersPartners
ConsultingConsulting
Collaboration of3Collaboration of3
SAPSAP
SupportSupport
*e+elopment*e+elopment
7ront
#ffice
7ront7ront
#ffice#ffice
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*he idea of the #() #olution %anager is to combine all aspects of #() #erice and #upport
offerings !serices+ message handling+ tools+ $nowledge products+" in one central portal and facilitate
the deliery.
*he complete infrastructure of the #olution %anagement #trategy also includes the #() #erice
%ar$etplace. *here are a couple of scenarios how this infrastructure can be used
Self Services:*he #olution %anager enables customers to delier #erices themseles using
#(),s proen technology and $nowhow. Remote Services:#() #upport can login into the customers, #olution %anager #ystem to delier
a remote #erice.
Onsite Services:#() #upport or onsultants can use the #olution %anager to delier #erices
onsite. *hey can use the information stored in the #olution %anager and do not hae to gather the
needed data each and eery time.
Searc for !nformation or Services #earching for information can be a challenging tas$ C
especially if you hae to consider many details to find the information that e7actly fits your
situation. If you use the #olution %anager to access the #() #erice %ar$etplace+ you are
directed to the information that fits the data collected by the #olution %anager. *herefore you do
not hae to dig through tons of information to get the piece that is currently releant.
1.3"
SAP AG 2003, ACAD - Overview of SM 1
Solution Monitoring is:
A proacti+e met$odolog&
8usiness process oriented
Soft'are solution landscape oriented Configura(le
in)ed to e,pert anal&sis and administration tools
Open and e,tensi(le: Co+ers SAP R45 as 'ell as ot$er SAP components
in)ed to ser+ice procedures deli+ered (& SAP.Earl&Watc$ Ser+ice famil&% Optimi7ation Ser+ices% Self Ser+ices1
Solution Monitoring consists of:
S&stem Monitoring
8usiness Process Monitoring
Ser+ice e+el Reporting
Solution Monitoring
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*he monitoring section consists of
(lert %onitoringEeep the business runningF tas$s !time schedule hourly+ daily"
*(stem ,onitoring
Business rocess ,onitoring
#erice ?eel %anagement G 9eportingontinuous improement+ planning tas$s !time schedule
wee$ly+ monthly"
*ervice #evel 'eporting *he ;oals of #olution %onitoring are
*o detect critical situations as early as possible
*o enable the customer,s support organi&ation to respond and resole problems as fast as possible
1.31
SAP AG 2003, ACAD - Overview of SM 1
Ad+anced Monitoring Features
Alert o+er+ie'
Instances o+er+ie'
Anal&sis met$od
Open tas) o+er+ie'
!as) details
Alert grap$ics
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9ealtime system monitoring and entral #ystem (dministration are wor$ areas that complement
each other. Provides Solution
0
Search for
Solution
Customer=s"otes *ata(ase
"otes *ata(aseSer+ice Products8est Practices *8
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*he #() #olution %anager enables collaboration from enduser support to #() bac$ office
resources. *he #() #upport Des$ lowers your solution management cost by setting up an efficient
internal and e7ternal support organi&ation.
(ll #() users can directly contact their support unit from within their daily wor$ enironment. nd
users in the satellite systems of your solution landscape can send support notifications into your
central #olution %anager system.
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8asic #upport Des$ configuration on #() #olution %anager running on #() :eb (pplication
#erer 6.2
reate problem messages
#earch for #() @otes
#end error messages to #()
9eceie an answer from #()
Implement #() @otes with the #() @ote (ssistant 8asic functions that are deliered readytorun
1.34
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
Outline $o' t$e SAP Solution Manager is a central
platform t$at supports effecti+e on2going
management and continuous impro+ement of t$e
producti+e en+ironment of a SAP solution
*efine t$e role t$e Solution Manager pla&s in SAPGs
ser+ice deli+er& infrastructure
*escri(e $o' t$e SAP Solution Manager supports
process and s&stem monitoring4reporting
E,plain $o' t$e SAP Solution Manager represents a
central platform for internal and e,ternal support
des) reBuirements
Use in Operations: !opic Summar&
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1.35
SAP AG 2003, ACAD - Overview of SM 1
After completing t$is topic% &ou 'ill (e a(le to:
*etail t$e release strateg& for SAP Solution Manager
ist resources for additional training opportunities
ist resources for additional information on t$e SAP
Solution Manager
Additional Information: !opic O(-ecti+es
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1.36
SAP AG 2003, ACAD - Overview of SM 1
SAP Solution Manager 9 Release Strateg&
/405 >405 J405 /405
SAP Solution Manager 081 9on SAP 6eb AS :81;
SAP Solution Manager 581,C+M ? 6eb AS :80;
5/6C
56C
5
5/6C
56C
>
5/6C
56C
>
5/6/
C6C
5
5/6/
C6C
5
EoM:
EoS:
EoM:
EoM:
EoS: End of S$ipment
EoM: End of Maintenance
Unrestricted s$ipment
Restricted s$ipment
Ramp2Up P$ase
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-or additional information on the release schedule+ please refer to the #() #olution %anager
homepage+ www.serice.sap.comAsolutionmanager.
9ecommendations for our customers
@ew Installations2.2
7isting Installations2.2 for adanced 8usiness )rocess %onitoring andAor to support
implementation proects= >therwise 2.1 is also feasible
If adanced #upport Des$ functionality is needed apply for #olution %anager 3.1 C 9ampp nrestricted shipment of #() #olution %anager 3.1 !;( release" is planned for K3AK4 23
1.37
SAP AG 2003, ACAD - Overview of SM 1
SMI5/ 9 SAP Solution Manager:
Implementation !ools in *etail
!SM/ 9 SAP Solution Manager for Operations
!raining Courses
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1.3
SAP AG 2003, ACAD - Overview of SM 1
Additional Resources
SAP AG 2002, SAP So!$tion M&n&ger 1
SAP Solution Manager presentations and collateral$ttp:44ser+ice6sap6com4solutionmanager
SAP Solution Manager 9 Online ;elp .on tool C*1
SAP Solution Manager 9 Installation #uide
.alias: instguides1
SAP Solution Manager 9 earning Maps .alias: r)t2solman1
Important in)s on SAP"et 4 Ser+ice Mar)etplace:
SAP Solution Manager 9 ;omepage:
$ttp:44ser+ice6sap6com4solutionmanager
Ordering SAP Solution Manager:
$ttp:44ser+ice6sap6com4s'cat
SAP Solution Manager 9 StarterPac):
$ttp:44ser+ice6sap6com4ser+icecatalog
atest Implementation Roadmaps:$ttp:44ser+ice6sap6com4roadmaps
SAP Standard Support:$ttp:44ser+ice6sap6com4maintenance
SAP Support Ser+ices:$ttp:44ser+ice6sap6com4supportser+ices
SAP "ote .Release Strateg& 9 Solution Manager1: 5K>@/
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1.3!
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
*etail t$e release strateg& for SAP Solution Manager
ist resources for additional training opportunities
ist resources for additional information on t$e
SAP Solution Manager
Additional Information: !opic Summar&
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1.4"
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
Outline t$e )e& concepts and components of t$e
SAP Solution Manager
*escri(e t$e )e& (enefits of t$e SAP Solution
Manager and understand $o' t$e tools pro+ided
support a successful and efficient SAP
implementation
Relate (& implementation p$ase $o' SAP Solution
Manager supports )e& acti+ities
E,plain $o' SAP Solution Manager uses roadmaps
to guide implementation and operations acti+ities
OVERVIEW OF SAP SOU!IO" MA"A#ER:Unit Summar& ./ of 01
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1.41
SAP AG 2003, ACAD - Overview of SM 1
3ou s$ould no' (e a(le to:
*escri(e t$e (usiness content deli+ered 'it$ SAP
Solution Manager
*escri(e $o' t$e SAP Solution Manager supports
effecti+e on2going management and continuous
impro+ement of t$e producti+e en+ironment
ist )e& resources for additional information on t$e
SAP Solution Manager
OVERVIEW OF SAP SOU!IO" MA"A#ER:Unit Summar& .0 of 01
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