Upgrade to SAP Solution Manager 7.

1
Active Global Support
January, 2013
Agenda

Upgrade versus New Installation

• Performing the Upgrade (or New Installation)
• Upgrade Impact to Existing Scenarios
Technical Upgrade of SAP Solution Manager
• Upgrade Roadmap
• Landscape
• Performing Post-Upgrade Configuration
Scenario Upgrade
• RCA
• Monitoring
• Solution Documentation
• Test Management
• Incident Management and Change Management
Lessons learned and additional information
© 2013 SAP AG. All rights reserved. 2
Upgrade versus new Installation

You should definitely upgrade if

• you are currently using SAP Solution Manager
• systems are connected and data transmitted (e.g. SAP
EarlyWatch Alert) It is generally not possible to
• business processes are documented inside SAP Solution transfer data from any release
Manager prior 7.01 to SAP Solution
Manager 7.1 (e.g via transport).
• any data exists which you want to preserve From 7.01 to 7.1 it is partially
possible to transfer data
You may want to consider a new installation if (please refer to SMP). The
upgrade is the best choice for
• your SAP Solution Manager system is outdated and not
existing SAP Solution Manager
really used systems.
• Main purpose is to generate keys and download Support
Packages
• none of the information contained needs to be preserved
• it is a sandbox installations used for evaluation purposes

© 2013 SAP AG. All rights reserved. 3

Why SAP recommends to adopt SAP Solution Manager 7.1
2011 2012 2013 2014 2015
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

SAP Solution Manager 7.0 EHP 1 Mainstream Maintenance

Upgrade

SAP Solution Manager 7.1 Ramp Up Mainstream Maintenance

Invest now in SAP Solution Manager 7.1 because:

 Youcan adopt the SAP Solution Manager 7.1 innovations at your own pace and priorities, e.g. Management Dashboards, Business Process
Blueprinting, Solution Documentation, Test Automation, Central Application Monitoring.
 You
can do a technical upgrade to SAP Solution Manager 7.1 without additional hardware, little user impact and not significantly more effort
compared to applying a support package on SAP Solution Manager 7.0 . EXCEPTION: Charm and Service Desk!
 Maintenance of SAP Solution Manager 7.0 ends by end of 2013. No functional enhancements on SAP Solution Manager 7.0

© 2013 SAP AG. All rights reserved. 4

SAP Solution Manager 7.1
What Scenarios are impacted?

Scenarios Motivations Impact

Solution Documentation SAP Note 1734897: Upgrade SP05/06/07:Error in maintenance project High
or BPMon and SAP Note 1431351: Strongly recommended notes for
check in and check out
BPMon SAP Note 1765733: Encounter functional restrictions upgrading to SAP High
Solution Manager 7.1 SP05 using Business Process Monitoring and
SAP Note 1734897
Root Cause Analysis Impacts for Business Objects managed systems, PI managed systems Medium

End User Experience Monitoring New extractors for reporting Medium

Change Request Management / CRM implementation migration High

Service Desk
Central User Administration SAP Note 1300104: Manage non recommended changes in instance Low
profile parameters
IT Reporting SAP Note 1178655: Compression for InfoCubes Low

SLD LMDB implications Medium

© 2013 SAP AG. All rights reserved. 5

Leverage incremental improvements by selective activation

Area Examples Effort

Reverse Business Process

Upload content
Solution Documentation Documentation Content
Upload Interface None
Template Management Compare and adjust None

Solution Implementation BPB Business Process Blueprinting Configuration (small effort)

Integration of third party test tools None

Test Management
Test Scope Optimization None
System Monitoring CCMS based monitoring replaced by new Optional
monitoring infrastructure
Maintenance Management System Recommendations None

Business Process Operations Analytics and dashboards Configuration (small effort)

© 2013 SAP AG. All rights reserved. 6

Leverage incremental improvements by selective activation

Area Examples Effort

Upgrade Management Upgrade dependency analyzer None

Get full transparency of all custom code Implementation project
Custom Code Management
objects across systems recommended
Implementation project
Application Operations Technical Monitoring and Alerting
recommended
Workload Management None
Downtime Management
IT Calendar None

© 2013 SAP AG. All rights reserved. 7

Upgrade Roadmap
Preparing for Installation/Upgrade

Installation How Upgrade

Plan implementation of missing software components, agent and Plan implementation of missing software components, agent and
Master Guide
possible restarts for managed systems. possible restarts for managed systems.
Plan user & port availability. Security Guide Plan user & port availability, (More information see Slide 13)
Check hardware prerequisites for SAP Solution Manager 7.1 Quick Seizer/ Sizing Guide Check hardware prerequisites for SAP Solution Manager 7.1
DVD‟s or
Obtain the Installation Software Obtain the Upgrade Software
service.sap.com/swdc

Install SAP Solution Manager including support package update Inst. / Upgr. Guides Upgrade to SAP Solution Manager 7.1

Update SLD Content to latest available version Update SLD Content to latest available version
SWDC / SDN
Connect managed systems to SLD Check the connection of managed systems to SLD
Install Diagnostics agent and SAP HostAgent on all managed Inst. Guides + Install Diagnostics Agent and SAP HostAgent on all managed
systems SOLMAN_SETUP systems
Implement missing/latest software requirement on managed Implement missing/latest software requirement on managed
service.sap.com\swdc
systems (ST-A/PI & ST-PI) systems (ST-A/PI & ST-PI), Note 1483508
Install Introscope Enterprise Manager Upgrade Introscope Enterprise Manager
service.sap.com\swdc +
Install Diagnostics Agent and Host Agent on all Enterprise Install Diagnostics Agent and Host Agent on all Enterprise
Guides
Manager hosts Manager hosts

Perform configuration of SAP Solution Manager and managed SOLMAN_SETUP Perform configuration of SAP Solution Manager and managed
systems. + add. guides systems.

© 2013 SAP AG. All rights reserved. 9

SAP Solution Manager 7.1
Installation/upgrade roadmap

Preparation Implement missing software on

Implement Pre-requisites Download software from SMP
managed systems

Upgrade Installation

Upgrade Perform Delta Install Diagnostics Perform Basic

Install Solution
Perform Backup SAPHostAgent on Configuration with Agent for all Configuration with
Manager
all managed hosts Solman_setup managed Hosts Solman_Setup

Repeat managed Perform managed

Upgrade Solution Install Diagnostics
Systems Install Diagnostics Systems
Manager; Including Agent for DB host Install Wily IS EM
and Wily Hosts
configuration only Agent on Wily Hosts configuration with
Wily IS EM
for PI systems SolMan_Setup

Post Processing
Restart Java
Run Self-Diagnosis
Managed systems

© 2013 SAP AG. All rights reserved. 10

SAP Solution Manager 7.1
Times Spent doing Technical Upgrade – experience so far

Pre Processing Import Post Processing Basic Configuration

Upgrade to 7.1
10 to 20 hours 5 to 10 hours 10 to 14 hours 8 to 20 hours
Run Time Downtime Run Time

Pre Processing Import Basic Configuration

Dependent on the scenario

Support Package 1 to 2 hours 5 to 8 hours 3 to 4 hours some scenarios can be used
implementation directly after the basic
Run Time Downtime Run Time
configuration.

Technical downtime is similar for Support Package Stack and Upgrade

© 2013 SAP AG. All rights reserved. 11

Upgrade strategy

If you have more than one SAP Solution Manger system, e.g. a development, a quality assurance
system and a production system, you should consider the entire system group:
• Update the systems in the same
sequence in which you transport your
modifications.
• The upgrade will influence the
development activities, therefore dual
maintenance might be temporarily
necessary to ensure that your production
system is supported with emergency
corrections.
• For additional information refer to
Upgrade Guide:
http://service.sap.com/instguides  SAP
Components  SAP Solution Manager
 Release 7.1  5 Upgrade

© 2013 SAP AG. All rights reserved. 12

New planning tool
For installations and upgrades
The objective of the planner is to provide a support
for upgrade/installation projects planning.
The tool enables you to:
• Assess your current situation by describing your Solution
Manager landscape and your existing scenarios.
• Decide which of those scenario are critical -> requires
minimal downtime.
• List test cases already created for existing scenarios
• Define the scope of the new installation/upgrade.
• Propose a high-level sequence of tasks that have to be
performed during the project
• Validate the technical infrastructure of your environment
• Identify risks factors linked to your technical and functional Click on picture to download the planner!
environment.
The outcome of the tool should be used as an input for your project planning and should be
validated by the project team.
© 2013 SAP AG. All rights reserved. 13
Upgrade Tool
Recommended: Software Update Manager (SUM)

• SAP recommends that the Software Update Manager (SUM)

is used:
• To Upgrade SAP Solution Manager to 7.1
• To Update SAP Solution Manager 7.1 SR1 (Installation),
Support Package Implementation

• For further details, please see SAP Note 1577909

• SUM will also replace SOLMANUP in the future

• Current version of SL Toolset and SUM is: 1.0 SPS06SUM

• Link: Upgrade Guides for SUM

• EGI: Technical Upgrade to SAP Solution Manager 7.1

© 2013 SAP AG. All rights reserved. 14
Hardware pre-requisites
Sizing

SAP is providing a standard sizing with the help of the quick sizing tool. To get a more detailed view on the
hardware pre-requisites a second toolset, SAP Solution Manager Sizing Toolkit, provides information on
infrastructure requirements including SAPs, Memory, Databases and Disk Spaces needed to implement
selected ALM scenarios for a set of Managed Systems (http://service.sap.com/sizing-solman).

© 2013 SAP AG. All rights reserved. 15

Hardware considerations

No hardware investments should be required if you

• are on SAP Solution Manager 7.0 EHP 1 and plan no
changes to the scope
• are on SAP Solution Manager 7.0 EHP 1 and plan to add
only a small number of managed systems or users

The hardware should be reviewed if you

• want to leverage areas of SAP Solution Manager currently
not in use
• plan to add a larger number of users (e.g. to manage a
complete IT Service Desk)
• want to add a large number of managed systems
• you are currently on a release smaller than SAP Solution
Manager 7.0 EHP 1

© 2013 SAP AG. All rights reserved. 16

Landscape
Solution Manager 7.01 <> 7.1 Infrastructure
SAP Solution Manager Host
SLD Host DB Physical Host
Virtual Host
SAP Solution Manager 7.1 SLD
Diagnostics Diagnostics Agent SAP Host Agent
Agent
SAP Host Agent
Local SLD
Install a
Diagnostics
Agent on each
DB Host SAP Host Agent
Central or Local
SMSY LMDB (minimum version
SLD must be
mentioned in note
connected to Managed System Physical Host 1365123) must be
LMDB
installed on ALL Hosts
SMSY must be VHost Diagnostics
SAP Host Agent
linked to LMDB Agent
configuration needed for
SAP Solution Manager Host Diagnostics Agents
Managed Managed communication
System Java System
Wily IS EM 9.X ABAP
Diagnostics
Diagnostics
Agent
Agent Install an
Diagnostics
Wily Introscope Agent on each
Enterprise Wily Host IS BC
CCMS
Manager Agent
SAP
SAP Host
Host Agent
Agent
SAP Host Agent

© 2013 SAP AG. All rights reserved. 18

SLD
Impacts

• Refer to the LMDB presentation for complete description.

• 3 cases can occur:

• Local SLD in SAP Solution Manager: it could be removed and replaced by LMDB

• Central SLD in SAP Solution Manager: No impact.

• Runtime SLD in SAP Solution Manager: NOT Recommended in 7.X (only valid in ABAP only
Landscape)

• When you implement or update a scenario, you must update the SAP Component
Repository Content (SAP CR Content) in the System Landscape Directory (SLD). Please
see SAP Notes 669669 and 1701770 for more details.

© 2013 SAP AG. All rights reserved. 19

SAP Solution Manager 7.1
SLD & LMDB

LMDB implications in 7.1:

• Flexible landscape database based on the CIM
Central SLD data model
• No local SLD required anymore, but supported
• Full synchronization between Landscape SLD‟s
and LMDB
• Automatic data migration from SMSY to LMDB in
Solution Manager 7.1 the 7.1 upgrade where needed for the respective
Solution Manager scenarios

Local SLD
(use optional) SMSY LMDB

Landscape Management Database (LMDB)

Migration SP05 or higher

© 2013 SAP AG. All rights reserved. 20

SAP Solution Manager 7.1
Outside Discovery & LMDB

Troubleshooting Guide
Host A SolMan Host
OS Info SAP Solution Manager 7.1
SAP Host Agent

Diagnostics
Agent
LMDB SLD
DB
Virt Host A1

• Enhances available landscape information in LMDB in SAP Solution

Manager
Host B
SAP Host Agent
OS Info • Support also products where no SLD data supplier is available, e.g:
• Databases & Operating Systems
Diagnostics
Agent • Microsoft components
IIS
• Is aware of virtualization through information from SAP Host Agent
Virt Host B1
• Works completely automatic with Diagnostics Agents

© 2013 SAP AG. All rights reserved. 21

Landscape scenarios
Where to install an agent?

PhyHost2 PhyHost3
LHost3 LHost1 LHost2
cluster
C1 C2 C7 C8
C3 C4 C5 C6

Diagnostics Diagnostics Diagnostics Diagnostics

Agent 1 Agent 2 Agent 3 Agent 4

SAP Host Agent

SAP Host Agent

• 1 diagnostics agent per logical „host‟ D1 Diagnostics Agent

represented by a name: physical or PhyHost1
virtual Diagnostics
H! SAP HostAgent
• 1 SAP HostAgent per physical host
Agent 5
SAP Solution Manager Managed Component
• 1 agent per host supports several SAP Host
Agent
managed systems running on the same
named host

© 2013 SAP AG. All rights reserved. 22

Differences of the available Diagnostics Agent Versions

7.0 / 7.01 SR1 7.11 7.20 / 7.02 7.30

Diagnostics Agent Node Concept

Integrated in NW DVD’s Yes Yes Yes Yes

Standalone Version available No Yes Yes Yes

with SolMan 7.1 SP05

JVM JDK 1.4.2 SAPJVM SAPJVM SAPJVM

Default System ID SMD DAA DAA DAA

Support for SLD & direct connection
(simultaneously)
No No Yes Yes
+
SSL Support & Certificate Handling Yes No Yes Yes

SAProuter Support No Yes Yes Yes

Yes (for MAI manual
install needed) Yes (manual Yes (auto. installed /
SAP Host Agent needed Yes (auto install)
No (RCA uses install) updated)
saposcal)

Recommended
for new installations

© 2013 SAP AG. All rights reserved. 23

Diagnostics Agent on-the-fly (with SP05)

The following configuration is considered for a system:

• 1 Physical host
• 1 .. N Virtual Hosts running on the physical host

Definition
Agent Nodes are SMD agents running under the same SID and instance number. They are isolated
into different processes controlled by the same shared instance.

The Diagnostics Agents Node installation consists of the following:

• 1 dedicated SID
• 1 dedicated Instance Number
• 1 to N Agent “Nodes”
• 1 Agent node represents the physical host
• 1 Agent node will represent exactly one Virtual Host

© 2013 SAP AG. All rights reserved. 24

Current & Additional approach

SAPHOSTAGENT Physical Host SAPHOSTAGENT Physical Host

Agent SID/SMDA98
sapstartserv

Jstart
Virtual Host A
Virtual Host A Virtual Host A
Agent SID/SMDA98
Jstart
Virtual Host A
Agent SID/SMDA97

sapstartsrv
Jstart
sapstartserv

Jstart
Virtual Host B
Virtual Host B
Virtual Host B Virtual Host B
Jstart
Virtual Host C

Agent SID/SMDA96
sapstartserv

Jstart
Virtual Host C Virtual Host C
Virtual Host C

© 2013 SAP AG. All rights reserved. 25

CA Wily Introscope - Architectural Overview

Introscope
WebView Managed Systems
Port IS EM Host
DAA 98
8081
IS Host Adapter
Introscope
Introscope
workstation Enterprise
Manager
Port JVM
Port 6001 IS BC
Agent J2EE Application
6001

Persistent
store

.Net CLR
Diagnostics IS BC
Agent Agent
.Net Application

For SolMan 7.1 Diagnostics agents have to be

installed on Wily IS EM hosts

© 2013 SAP AG. All rights reserved. 26

Performing Post-Upgrade Configuration
SAP Solution Manager Configuration
Automatic Basic Configuration

• Accessible via transaction code SOLMAN_SETUP

• Allows an easy, fast and step-by-step configuration of SAP
Solution Manager
• Single, easy to use wizard for system preparation & basic
configuration
• Highly automated configuration
• Integrated documentation for each step
• Easy access to open tasks and postponed activities
• Configuration of all managed systems from one central
entry point
• Configuration of other scenarios like Technical Monitoring,
Data Volume Management,…

Supports Upgrades and new SolMan_Setup Wiki in SDN

Installations!

© 2013 SAP AG. All rights reserved. 28

Automatic Basic Configuration
Configuration Roadmap

 Prepares the system for the configuration

System
Preparation  Needs to be performed fully after a new installation
 After patches and upgrades needed to update dialog and system users, and assign the
appropriate default roles and to implement the appropriate Central Correction Note (CCN)

 Configures the basic scenarios in SAP Solution Manager (Service Delivery, Issue Management,
Basic Early Watch Alerts, Maintenance Optimizer, Root Cause Analysis, …)
Configuration
 Needs to be performed after new installations and after support packages to perform delta
configuration
 Overview screen tells you which configuration needs update

Managed  Connection and configuration of managed systems

Systems  Sets up SAP Solution Manager Diagnostics to perform Root Cause Analysis on SAP
Configuration Solution Manager
 Creation of Logical Components for managed systems

© 2013 SAP AG. All rights reserved. 29

SAP Solution Manager Configuration
Overview Screen

Check „Update Needed

The overview shows the status of the SAP Flag“ to see which activities
Solution Manager configuration need to be reperformed
after a SP update

 Which steps of the configuration have been

performed when and by whom

 Which steps of the configuration needs an

update

New
Scenarios
with SP05

© 2013 SAP AG. All rights reserved. 30

SAP Solution Manager Configuration
Managed Systems Configuration: New steps in 7.1

Support for all technical system

Configure RFC Connection via Managed types (incl. selected 3rd party like
Websphere)
System Configuration Technical Scenarios (multiple
systems like double stacks)
And standalone databases
Detailed Status overview:
ABAP/JAVA double stack
- RFC working
scenario are automatically
- Configuration status
created
- System well defined
- ST-API & PI checks

Integration of LMDB
Technical System
maintenance

© 2013 SAP AG. All rights reserved. 31

RCA
RCA
1483508 - Solution Manager 7.1:
Impacts Root Cause Analysis pre-requisites

Migration of Diagnostics Relevant Flag

• After the upgrade, the manually maintained flag needs to be migrated from SMSY to LMDB after the first successful
SLD-LMDB synchronization
• For managed systems which are registered in SLD  This is the only post upgrade step
• For system which have been registered manually before the upgrade
• First the system itself needs to be migrated from SMSY to LMDB
• Then the Diagnostics relevant flag needs to be migrated

Because of changes in the system modeling, special considerations need to be taken into account for
• For BOE 3.1 systems: Minimum version SolMan 7.1 SP02
• The technical system Tomcat was modelled as a system of system type Unspecific with SolMan 7.01
• This is replaced by technical system of type Apache Tomcat (ATC)
• Therefore you have to mirgrate the BOE systems
• And the Tomcat systems have to be created newly in LMDB either manually or automatically with a SLD data supplier
automatically with SLD Data Supplier
• For PI systems
• repeat managed systems setup
© 2013 SAP AG. All rights reserved. 33
Monitoring
System Monitoring
Impacts

The upgrade to 7.1 has no impact for CCMS based system monitoring

 It will work out of the box after the upgrade

There is no migration guideline available from System Monitoring to Technical Monitoring.

 Technical Monitoring is based on predefined templates that can be used out of the
box.
 CCMS Monitoring is based on local settings. Unable to decide automatically on a
value which should be taken over.

Default templates contains SAP Best Practices monitoring metrics and events. So the
approach for customer implementation is:

 Implement and test default templates for a subset of Technical Systems.

 Decide to adapt thresholds and metrics.
 Rollout adjusted templates for the complete production landscape

© 2013 SAP AG. All rights reserved. 35

Technical Monitoring and Alerting in Application Operations

New Infrastructure for Technical Monitoring and

Alerting
 Introduced with SAP Solution Manager 7.1

 Based on E2E Diagnostics architecture

 SAP‟s new standard for central Monitoring and Alerting

 New work center “Technical Monitoring” has been

introduced which contains the new applications

 One open Infrastructure

• SAP„s new standard for alerting in Java
• Create alerts based on metrics from all SAP More Information for Monitoring
technologies
Application Operations Wiki in SDN

© 2013 SAP AG. All rights reserved. 36

EEM
Impacts

There is no impacts for Robots, scripts and runtime monitoring. It will work out
of the box.

The EEM reporting functionalities must be reactivated via SOLMAN_SETUP.

• Creation of Technical Scenarios containing the list of managed systems

monitored by EEM scripts.

• Activation of the corresponding extractors.

© 2013 SAP AG. All rights reserved. 37

Solution Documentation
Solution Documentation
Impact

• All data of maintenance projects have to be checked-in into the solution.

• Remove the assigned maintenance project from the solution.

• Ensure that SAP Note "1734897" is implemented.

• Execute report 'RDMD_REMOVE_INCON' as a job.

• Ensure to implement all remaining notes with regards to the Support Package as described in SAP
Note 1431351.

© 2013 SAP AG. All rights reserved. 39

Solution Documentation
Addition Functions
Advanced Scenario Modeling based on Business Process
Modeling Notation (BPMN) standards
Compare & Adjust

RBPD

Business Transaction Type

No change access to Solution Documentation and Projects

while the Technical Upgrade process
© 2013 SAP AG. All rights reserved. 40
Test Management
SAP Test Management
Options for SAP Customers based on SAP Solution Manager 7.1
Type of Change Test Scope Identification

New SAP Business Blueprint

Solution
Test Planning Change
Test Execution
Test System Setup Deployment
SAP Solution
Change Impact Analysis
Update
advanced
Test Option 1 new
SAP Solution Manager SAP Solution Manager
Business Blueprint
Test Workbench Test Automation Framework
Changed* Work Center TM CBTA QTP (HP), other ISV tools

advanced Test Option 2 advanced

Changed*
BPCA
SAP Quality Center by HP SAP TAO

new Test Option 3

Quality Manager, ReqPro, RFT, ...

More Information for

* Changed based on new Transaction Types in Incident Management Test Management

© 2013 SAP AG. All rights reserved. 42

Change Management and ITSM
Standard Process After the Upgrade
For Incident and Change Request Management

Copy new Copy new status-

SOLMAN_SETUP Reassign text-, Adapt status- and
transaction types and action-profile
has to be partner- and date- action-profile
to customer to customer
completed profile customer specific
namespace namespace

Define copy
Perform Web Customize new Adapt user ITSM and ChaRM
control rules for
Client UI functions in authorizations available in
new transaction
configuration ITSM / ChaRM and roles SolMan 7.1
types

Customers beginning to use IT Service Management and ChaRM after the upgrade have to go through the standard operation
procedure recommended by SAP.

Customers who already have used the processes in 7.0 can reuse parts of existing configuration.

© 2013 SAP AG. All rights reserved. 44

Impact

Old
All tickets based on
Old Old
Transaction …process old tickets until they are closed… Transaction old transaction types
Transaction
Types Type are closed
Type
<< create >> New New
New
Transaction
Transaction
Types
…ticket processing… Transaction
Type
Type
<< create >> transition phase
After upgrade to SAP Solution Manager 7.1

Impact on incident and change request management in SAP Solution Manager 7.1
 UIs are upgraded from SAP GUI to SAP CRM Web Client UI
 New transaction types in 7.1 replace the 7.0 transaction types
 New functions in 7.1 are only available in the SAP CRM Web Client UI with new transaction types
 There is no automatic migration from 7.0 transaction types, but large parts of 7.0 customizing can be reused
To minimize the impact of these changes for customer projects, SAP offers a transition phase
• You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until they
are closed
 You create new tickets with the 7.1 object types and process them with the SAP CRM Web Client UI
 The SAP Solution Manager Work Centers are still available for all other ALM processes.
This presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided
© 2013 SAP AG. All rights reserved. without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement 45
Incident Management
Impact
During the transition phase, you should consider the following:

• All new incidents are created with the new transaction types and processed within the SAP Web Client. You
can use PFCG roles to restrict the authorization for message creation. Please note that many authorization
objects have been changed due to the new object types.

• Existing support messages (SLFN) should be processed in the Work Center or SAP GUI, until they are
completed.

• Only in the Work Center, you are able to search and display the new and the former incident documents.

• You can use:

• the Work Center as a central access point for creating and searching incidents and problems, whereas the processing will
be in the SAP Web Client
• only the SAP Web Client to start all SAP ITSM functions.

© 2013 SAP AG. All rights reserved. 46

ITSM implementation procedure
Incident & Problem and Change Request Management

© 2013 SAP AG. All rights reserved. 47

ITSM in SAP Solution Manager 7.1
New Transaction Types (1)
New Transaction Types for IT Service Management
 As of SAP Solution Manager 7.1 completely new transaction types are available for IT
Service Management
Incident Incident
Incident Incident Test Case Error
Template VAR ISV
(SMIN) (SMIT) (SMDT)
(SMIV) (SMIS)

Problem Problem
Template
(SMPR) (SMPT)

Service Request Service Request

Template
As of SP05 (SMRQ) (SMRQ)

 New messages can only be created and processed via CRM Web Client UI
 All new functionalities and features are only available for new transaction types
© 2013 SAP AG. All rights reserved. 48
ITSM in SAP Solution Manager 7.1
New Transaction Types (2)

New Transaction Types for Change Request Management

• As of SAP Solution Manager 7.1 completely new transaction types are
available for Change Request Management
• New transaction types can only be created and processed via the
new Web Client UI
• All new functionalities and features are only available for new transaction
types
Process Types Project Types
Maintenance Urgent Change
Request for Cycle Cycle
Change RfC (SMMN) (SMMM)
(SMCR) Template
(SMCT)
Project Cycle
(SMDV)

Normal Urgent Admin General Defect

Change Change Change Change Correction
(SMMJ) (SMHF) (SMAD) (SMCG) (SMTM)

© 2013 SAP AG. All rights reserved. 49

ITSM in SAP Solution Manager 7.1
Usage of SAP Solution Manager Work Centers

• The Incident Management and Change Control Work Center of SAP Solution Manager are still
existing in 7.1

• The Work Center can display old and new transaction types. Depending on the transaction type the
related UI will be opened for processing.

Incident Management: WebDynpro UI, SAP GUI (expert mode)

or Web Client UI

Change Request Management: SAP GUI or Web Client UI

© 2013 SAP AG. All rights reserved. 50

Upgrade of Existing ChaRM Process
Current Effort Estimations (1)

Action Estimated Effort

Copy new transaction types to customer namespace 1 hour
Re-assign text-, partner- and date- profile 1 hour
Copy new status- and action-profile to cust. namespace 2 hour
Adapt status- and action-profile customer specific 1 - 2 days
Define copy control rules for new transaction types 1 hour
Perform Web Client UI configuration 4 hours
Customize new functions in AIM / ChaRM 2 hours
Adapt user authorizations and roles Depending on organization
Custom Developments (BADIs, Additional fields, etc...) Depending on customizing level and complexity

Total: ~ 3 Days + X
A Transition project has to be executed which will depend on the:
• number of customized workflows and number of implemented BADIs

© 2013 SAP AG. All rights reserved. 51

Installation/Upgrade Guide for ITSM and ChaRM

Installation / Upgrade How

ChaRM Configuration Upgrade Guide Ver1 Conf. + Upgrade Guide

IT Service Management SOLMAN_SETUP + Inst. Guides

Business and Authorization Roles (ITSM) Guide

Configuration Business Rule Framework Plus (ITSM) Guide

Configuration Multilevel Categorization (ITSM) Guide

Full-Text Search with TREX (ITSM) Guide

Links
http://service.sap.com/changecontrol
http://help.sap.com/saphelp_sm71_sp01/helpdata/en/4c/3acb82b50843b4e10000000a42189e/frameset.htm
http://wiki.sdn.sap.com/wiki/display/SM/Change+Request+Management
http://wiki.sdn.sap.com/wiki/display/SMAUTH/Home

© 2013 SAP AG. All rights reserved. 52

Lessons learned and more information
New Features in Solution Manager 7.1

• SAP Solution Manager Roadmap – Support Package 05

• RAMP-UP Knowledge Transfer (RKT)

© 2013 SAP AG. All rights reserved. 54

Expert Guided Implementation

Service.sap.com -> SolutionManager -> Services -> Expert Guided Implementation

• Technical Upgrade to SAP Solution Manager 7.1

• Basic Configuration 7.1

• Technical Preparation Planning Calendar

• Migration Charm 7.0 to 7.1

• Authorization Concept & Roles in SAP Solution Manager 7.1

• End-User Experience Monitoring Reporting Analytics

• System Monitoring and Reporting

© 2013 SAP AG. All rights reserved. 55

Lessons learned
From the Customer Validation, Beta Projects & RampUp

 Start Landscape Planning early

 Prepare a tracking list of managed systems
 Get the users and connections opened with the customer before the project starts
 Check SLD quality and SW components of the managed systems
 Import the latest SLD content in SLD before starting the configuration
 Ensure Diagnostics Agents and SAP Host Agent availability before starting
 Check profile parameters after installation / upgrade
 On Oracle DB‟S  Update the DB statistics
© 2013 SAP AG. All rights reserved. 56
Tracking, Tracking, Tracking,….

Before starting:
• Scope (What should be implemented? Which systems should be connected?)
• Existing Solution Manager installation (Keep? Install New? Upgrade?)
• Reconfirm Sizing (New Scenarios require new sizing…)
• Clear Landscape Picture (How are the systems build? High Availability? Where to install agents?)
• SLD Landscape (Central SLD in place? Content Version?)
• CA Wily Introscope (Existing? Update?)
• Per managed system
• Software Prerequisites fulfilled?
• Users & authorizations in place?
• Network ports opened? More information in the
• Agents installed & configured? SolMan_Setup Wiki in SDN
• Responsibilities?

© 2013 SAP AG. All rights reserved. 57

Further Information

SAP Public Web:

SAP Service Marketplace: http://service.sap.com

Related SAP Education and Certification Opportunities

http://www.sap.com/education/

Additional Links
How To Guides
Installation and Upgrade Guides
Documentation (Overview Solution Manager at help.sap.com)
Quick Sizer and Sizing Tookit
SolMan_Setup Wiki in SDN
Where to get the software
Application Lifecycle Management with SAP Solution Manager

© 2013 SAP AG. All rights reserved. 58

Thank You!
© 2013 SAP AG. All rights reserved.

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