SAP ITSM & Change Control Management Analytics on

SAP Solution Manager 7.2

Version 0.1
September 21, 2015

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SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2

TABLE OF CONTENTS
1 GENERAL INFORMATION ............................................................................................................... 3
2 PREREQUISITES .............................................................................................................................. 3
2.1 SAP Solution Manager Installation ................................................................................................ 3
2.2 BW Source Strategy for SAP Solution Manager........................................................................... 3
2.3 User/Authorizations ......................................................................................................................... 5
2.4 SOLMAN_SETUP Basic Configuration .......................................................................................... 6
2.4.1 Step 3.1 Confirm SAP BW ................................................................................................................. 6
2.4.2 Step 3.2 Maintain Users .................................................................................................................... 7
2.4.3 Step 3.3 Enable SAP BW .................................................................................................................. 8
2.5 SOLMAN_SETUP ITSM/Change Control Management Configuration ....................................... 8
2.5.1 Check Prerequisites ........................................................................................................................... 8
2.5.2 Configure BW Reporting .................................................................................................................... 9
2.5.3 Define Extraction Settings ............................................................................................................... 10
2.5.4 Choose Transaction Type for Reporting .......................................................................................... 11
3 ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ........................................................ 12
3.1 Configuration ................................................................................................................................. 12
3.2 Customer own fields ..................................................................................................................... 12
3.3 Usage .............................................................................................................................................. 12
3.3.1 Analytics Tools ................................................................................................................................. 12
3.3.2 View Tiles......................................................................................................................................... 14
3.3.3 Define Global Filter (Filter on Calendar Week)................................................................................ 17
3.3.4 Customizing Your Own ITSM BI Reports ........................................................................................ 17
4 KNOWN ISSUES AND LIMITATIONS ............................................................................................ 22
5 FURTHER INFORMATION ............................................................................................................. 22
5.1 Documentation ............................................................................................................................... 22
5.2 ITSM wiki in SDN ............................................................................................................................ 22
5.3 Security Guide ............................................................................................................................... 22
5.4 RKT........................................................................................................ Error! Bookmark not defined.
5.5 Helpful SAP Notes ......................................................................................................................... 22

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1 GENERAL INFORMATION
IT Service Management and Change Control Management provide dashboard based analytic tools, with
which employees can therefore answer different questions depending on their role.

ITSM and Change Control Management Analytics are based on the Business Warehouse reporting
infrastructure and Dashboard Builder.

With SAP Solution Manager 7.2, no separate SAP BW system is required for reporting. The SAP NetWeaver
stack that comes with SAP CRM can run reports on the same machine.

The descriptions in this document are based on a SP01 system.

2 PREREQUISITES
The steps described in this chapter 2 should already be finished before the SAP Solution Manager
ITSM and Change Control Management Analytics configuration is started.

2.1 SAP Solution Manager Installation

SAP Solution Manager system release 7.2 has been installed.
For the installation guide, see SAP Service Marketplace at http://service.sap.com/instguides -> SAP
Components -> SAP Solution Manager -> <current release> in section 2 Installation.

2.2 BW Source Strategy for SAP Solution Manager

The BW can be located in the system landscape in various ways. It has to be clarified upfront which BW
strategy should be realized. SAP recommends to setup the BW in the same system and client as the SAP
Solution Manager scenarios.
See also sub-chapter Business Warehouse (BW) Strategy in the SAP Solution Manager 7.2 Master Guide:
SAP Service Marketplace at http://service.sap.com/instguides -> SAP Components -> SAP Solution
Manager -> <current release> in section 1 Planning -> Master Guide SAP Solution Manager 7.2.

The choice of the BW client strategy has to be specified in scenario Mandatory Configuration, Infrastructure
Preparation step 3. Set Up SAP BW of transaction SOLMAN_SETUP. See the corresponding session
“Business Warehouse (BW) Strategy” in the Master Guide.

You can choose between three options for the BW client strategy:
 Option A – Same Client
BW setup in the SAP Solution Manager system - in the same client as the Solution Manager scenarios.

This option makes configuration simpler, and isolates the BW activities for solution life cycle management
from the data on a production BW instance.

This is the SAP recommendation.

Example:

SM 200

SAP Solution Manager client 200 is scenario client and the BW client

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 Option B – Different BW Client:

BW setup in the SAP Solution Manager system - in a separate client as the Solution Manager scenarios.

This option provides increased security, as user access is more restricted. However, you must maintain
users separately, and this increases your administration effort. There is no technical benefit.

Example: SM 300

SAP Solution Manager client 200 is scenario client

SAP Solution Manager client 300 is BW client

SM 200

 Option C – Separate BW System:

BW setup in a separate dedicated BW system.

This is only needed in rare cases, for sizing purposes.

BW
Example:

SAP Solution Manager client 200 is scenario client

Business Intelligence is separate BW system

SM 200

If you plan to use a separate BW system, it must have the same BW content version (software
component BI_CONT) as SAP Solution Manager. You cannot upgrade the BW content without
restrictions. SAP does not recommend SAP Solution Manager data in a separate BW system which
is also already used for other purposes.

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2.3 User/Authorizations
The basic configuration of SAP ITSM analytics on SAP Solution Manager is done via the SAP Solution
Manager Configuration SOLMAN_SETUP. For this configuration the administration user SOLMAN_ADMIN
can be used.

User SOLMAN_SETUP is created automatically in “Related Links -> Administration -> Configuration User
Management” of transaction SOLMAN_SETUP.

Additionally following system users are needed.

Extractor Framework technical user SM_EFWK is created in Scenarios Mandatory Configuration -> System
Preparation -> Step 5 Maintain Technical Users.

BW technical users SM_BW_ACT,SMD_BI_RFC and SM_BW_<sid> are created in Scenarios Mandatory

Configuration -> Infrastructure Preparation -> Step 3.2 Maintain Users.

Besides the admin user and technical users, there are also tools for automatically creating business end
users of ITSM & Charm Analysis Dashboard.

For ITSM, end users are created in Scenarios IT Service Management -> Step 2.4 Create Template users.
User IM_DIS_<sid> has display authorization of ITSM Analysis Dashboard, while user IM_ADM_<sid> has
editing authorization of ITSM Analysis Dashboard.

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For Charm, end users are created in Scenarios Change Control Management -> Change Request
Management -> Step 5.1 Create Template users. User CH_OPRT_<sid> has display authorization of ITSM
Analysis Dashboard, while user CH_ADM_<sid> has editing authorization of ITSM Analysis Dashboard.

2.4 SOLMAN_SETUP Basic Configuration

The steps of scenario Basic Configuration of transaction SOLMAN_SETUP have to be executed.

Especially the following steps/activities (dependent on the support package level of the SAP Solution
Manager system) are relevant for the BW setup.

(For more information about the SAP Solution Manager Basic Configuration, see the SAP Community
Network Wiki at http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home)

2.4.1 Step 3.1 Confirm SAP BW

You have to set up the BW client strategy. See chapter 2.2. SAP recommends to setup the BW in the same
system and client as the SAP Solution Manager scenarios (Option A).

For Option A - Same Client choose

For Option B – Different BW Client choose

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For Option C – Separate BW System choose

2.4.2 Step 3.2 Maintain Users

In this step, additional users for the BW have to be created and maintained.

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2.4.3 Step 3.3 Enable SAP BW

In this step several activities can be performed automatically.

2.5 SOLMAN_SETUP ITSM/Change Control Management Configuration

Scenario Mandatory Configuration -> Infrastructure Preparation in transaction SOLMAN_SETUP prepares
the general BW usage with SAP Solution Manager. ITSM specifics are configured in the scenario IT Service
Management in transaction SOLMAN_SETUP; Change Control Management specifics are configured in the
scenario Change Control Management in transaction SOLMAN_SETUP.

Especially the following steps/activities (dependent on the support package level of the SAP Solution
Manager system) are relevant for the BW setup.

2.5.1 Check Prerequisites

Before you start with the configuration of ITSM you have to make sure that the prerequisites already have
been fulfilled. Step 1 Check Prerequisites fulfills this purpose and provides an automatic check.

Especially check Check BW System Configuration is relevant for the BW usage.

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For Change Control Management

2.5.2 Configure BW Reporting

In ITSM & Change Control Management setup provide a guided configuration for user to activate BI content,
set parameters for extraction, initial BI data and select transaction types to be included in report.
In the guided procedure, 2 steps are defined:

 Define Extraction Settings

In this step, BI content can be activated by one button clicking and parameters for extraction can be
set. Data initialization can also be done here.
 Choose Transaction Type for Reporting
In this step, user can specify which transaction types are included in the report.

ITSM and Change Control Management Analytics also allow user to enable customer fields in reporting.
Details are introduced in note 2176675.

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Configuration and setup for incidents and problems are located in IT Service Management while change
management is in Change Control Management->Change Request Management.

There are two steps as shown in below picture.

2.5.3 Define Extraction Settings

This step includes two parts: BI settings and extraction settings.

In BI settings, user can activate BI content by one button clicking. Progress status will be provided with
progress bar. Last activation time is shown and activation log can be open easily so that user can know
status of BI content activation to avoid miss activate or duplicated.

In Extractions settings, user can set extraction parameters: Extraction Interval, Package size, BW Time zone,
Extraction from date and snapshot pattern. User can also do data initialization here.

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2.5.4 Choose Transaction Type for Reporting

In this step, user can specify which transaction types are included in the report.

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3 ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS

3.1 Configuration
If all prerequisites above are fulfilled, the ITSM and Change Control Management BW Reporting already has
been configured and is ready to be used.

3.2 Customer own fields

You can maintain customer own fields in the CRM using the Application Enhancement Tool or Easy Commented [LS1]: Inserted AET here according to Tobias’s
Enhancement Workbench, and the customer fields maintained can also be available for reporting. For this suggestion
purpose enhancement spot AI_CRM_IM_ENH_BW_EXTRACT can be used. Commented [FT2]: EEWB should not be used for CRM UI
but Application Enhancement Tool (AET). However, also
The following generic fields are available in BW: EEWB could have been used for older transaction types. I
would recommend to list AET first and in exceptional cases
 10 fields of data type CHARACTER (length: 60) EEWB, too.
 10 fields of data type DATE (length: 8)
 10 fields of data type NUMERIC (length: 15)
 10 fields of data type BPARTNER (length: 32)

These fields can be found in the MultiProvider 0SPRMP01 dimension ‘Customer Fields’, and the customer
fields are thus available in the reports based on this MultiProvider. You may also customize the field
descriptions in this MultiProvider according to the business meaning.

For more information about the standard settings (filters, single or multiple uses), see the Enhancement Spot
Elements Definitions tab in the BAdI Builder (transaction SE18). BAdI method MAP_FIELDS maps the
customer-specific fields to the generic fields. Please also refer to SAP Note 2176675.

3.3 Usage
In the ITSM & Change Control Management Analytics tool, the transactions of Incidents, Problems, Request
of Changes, and Change Documents can be reported, based on Tiles, Associated KPIs, Drilldown Views
and the Detailed Interactive Queries. The Analytics tool is powered by Dashboard Builder. The underlying
data are extracted from the Solution Manager system regularly at specified intervals (refer to setup
configuration).

3.3.1 Analytics Tools

The ITSM and Change Control Management Analytics tools are listed as below. Each one is a dashboard
built via Dashboard Builder.
 IT Service Management Analytics, including:
- Incidents, with tiles:
 Created
 Closed
 Backlog
 Duration
- Problems, with tiles:
 Created
 Closed
 Backlog
 Duration
 Change Control Management Analytics, including:
- Requests for Change, with tiles:
 Created
 Closed
 Ratio
 Backlog
 Duration

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 Implementation effort
- Change Documents, with tiles:
 Created
 Closed
 Ratio
 Backlog
 Duration
 Implementation effort

You can define dashboard-wise filters, which is called Global Filter, on all the elements (tiles, associated
KPIs, Drilldown Views) under the current dashboard according to various criteria. The Global Filter does not
affects the pop-up detailed query views.

The ITSM and Change Control Management Analytics within SAP Solution Manager can be accessed via in
the Launchpad (transaction SOLMAN_WORKCENTER). In IT Service Management select IT Service
Management Analytics, and in Change Control Management select Change Control Management Analytics.

Click on tiles, the dashboards will display in new window.

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3.3.2 View Tiles

For each tile in ITSM and Change Control Management Analytics, there will be several detailed information
inside. You may click on the tile directly to access all the data.
Components in a Tile:
 KPI value of the tile
 Associated KPIs
 Drilldown Views
 Detailed Query View

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As an example, Tile ‘Created’ for Incidents in IT Service Management Analytics will be used here to illustrate
the information contained in a tile:
 Click on the Tile ‘Created’ under Incidents.

 In the detailed page of tile, associated KPI and drilldown view will be displayed.
 The first line of this page shows the KPI value of created incidents.

 ‘Priority Very High’ is one associated KPI.

 Multiple drilldown views can be selected.

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 Different charts of drilldown view can be shown by clicking buttons on the tool bar.

 Detailed queries can be viewed by click the last button on the tool bar.
- Click the last button on the tool bar.

- Detailed page of query will be displayed on a separated browser window or tab.

- In the Detailed page, you can perform interactive online report by adding or
removing drilldowns, drillthroughs and filters.

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3.3.3 Define Global Filter (Filter on Calendar Week)

In ITSM & Change Control Management Analytics dashboards, Global Filter is provided to define a set of
filters to all elements (tiles, associated KPIs & drilldown views) under one dashboards.

By default, Global Filter is a filter based on Calendar Week. All elements under the analytics dashboards will
be restricted by the criteria defined in the Global Filter, except the detailed query views. Global Filter does
not affects the pop-up detailed query views.

To Define Global Filter,

 Go to IT Service Management Analytics for example
 Click on the Filter Button.

 Click on the time range of the calendar Week.

 Define the Filter Operator. Time range can be calculated by simply click on the weeks.

 Apply the change.

3.3.4 Customizing Your Own ITSM BI Reports

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With Fiori Launchpad, the user can customize ITSM BI Reports with the Dashboard Builder according to their
own needs.
 Access Dashboard Builder
o Please access transaction code SM_WORKCENTER to open the Launchpad.
o In “SAP Solution Manager: Configuration”, click on “Configuration – Analytics and
Dashboards”. If this tile is not found on Fiori Launchpad, please follow the below steps to
access it.
o Add Dashboard Builder in Fiori Launchpad
 Clicking on the edit button at the right lower corner

 Add “Configuration - Analytics and Dashboards” by check the selection box under it,
and add it into an appropriate Group for you

o OK
o Click on the tile and get into Dashboard Builder

 Copy the SAP delivered Dashboard.

o Locate “IT Service Management Analytics” for example, on the left column
o Select “IT Service Management Analytics” under IT Service Management by clicking it.
o Click Copy Button below

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o Name the target Dashboard and Save

 Rename KPI Group Name by clicking the button of settings

 Change KPI Information and query behind by clicking the button of settings. Here is a list of items
which could be customized.
o General Information
 Name
 Subhead
 Description
 Visualization
 Size
 Unit
 Data Source Type
 Data Source Name
 Detail Page Template
o Available Characteristic and Key Figures
 Available Fields
 Rows
 Columns
 Filters

Multiple visualization templates are available in Dashboard Builder. KPI can be displayed with
different ways, for example line chart, number-based, bar chart etc. The size of a Tile also can be
customized. Multiple sorts of data sources are supported by Dashboard builder, including BW Query,
Function Module, and Business Analytic Process.

On the right-side panel, filters can be defined based on the query. All the available characteristics in
the source query can be found in the Available Fields, they can be added into the Rows or the
Columns. Filter can be defined on available fields and key figures.

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Here is an example:

 Change associated KPIs or Drilldown Views by clicking the button of settings

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 Add Drilldown view and Associated KPI by clicking the add button

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4 KNOWN ISSUES AND LIMITATIONS

 The drilldown view stacked column charts will truncate data when there are more than 30 types of
values in one column.
 …

5 FURTHER INFORMATION
5.1 Documentation
…

5.2 ITSM wiki in SDN

For the community of SAP IT Service Management on SAP Solution Manager a wiki containing all kinds of
useful information regarding the topic IT Service Management with SAP Solution Manager has been created:
http://wiki.sdn.sap.com/wiki/display/SAPITSM/ITSM+Homepage

5.3 Security Guide

For more information about the BW authorization roles, see the SAP Solution Manager 7.2 Security Guide at
http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.2 -> …

5.4 Helpful SAP Notes

1421507 Incident Management Reporting Central Note
1567003 FAQ: ST710 Incident Management Frequently Asked Questions
1570399 Solution Manager BI reporting
2176675 - Solution Manager 7.2 ITSM Customer Field Reporting Enablement

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