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SAP's john.krakowski gave this webcast to ASUG this past week.  Part 1 is here.  Part 2 is here.

This is part 3.

SAP Solution Manager 7.1 SP10: IT Service Management

Figure 1: Source: SAP

Why consider IT service management?  Figure 1 explains.  John says you can’t find a better product that is pink verified across 15 processes.

With SAP Support , the use of ITSM is covered under maintenance agreement including non-SAP components (Enterprise Support +)

Figure 2: Source: SAP

Figure 2 shows a history of ITSM

Before 7.1 it was known as Service Desk or application incident management

With 7.1, to be aligned with ITIL SAP adopted ITSM

SP5 has the Pink verified processes

Figure 3: Source: SAP

In SP10 you can create IT service orders as shown in Figure 3

Figure 4: Source: SAP

Figure 4 depicts the IT service order and the end user portal

End users can select key services by IT organizations – password reset, new employee process, BYOD

A guided procedure is used

You can fulfill service order, end to end

SAP Solution Manager 7.1 SP10: Change Control Management

Figure 5: Source: SAP

There are challenges and concerns re: change control activities

Figure 5 shows the central transport management which is the technical layer to manage – ABAP & non ABAP, use quality gate management and change request to manage.

Classic CTS was introduced in 1992.  SP10 covers new Central CTS, this is an option to improve synchronization and bundling challenges.

Figure 6: Source: SAP

Figure 6 covers a concept called a cluster collection which are like systems – DEV-ERP, test –ERP,

A collection is a unit of work could include a program, table change, iView change in portal – those three components could be a unit of work or request for change.

At a technical level, these changes can be synchronized.

Figure 7: Source: SAP

Figure 7 shows at the top the ability with central CTS you can reassign changes include modifiable and released transports

Figure 8: Source: SAP

You can assign changes from one project to another, different cycles

You can change a regular change into an urgent change and fast track into system

Central CTS must be used with Quality Gate or Change Request Management.  It will not work with third party product.

To be continued…

Meet John this month in person at SAP Admin 2014   in Orlando and ASUG Annual Conference in June

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