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RiccardoEscher
Active Participant
2,136

The Mongolian Attack

You know the situation: Your company is a little bit heterogeneous (acquisitions, mergers, ...) so there are many ticketing systems used in the different subsidiaries.

One day one manager gets struck by the ingenious idea to standardize all the legacy ticketing systems into one (one source of truth!) and initiates a project.

As a SAP Solution Manager expert you are glad that there will be some budget, so you suggest to use the new, really nice Solution Manager Service Desk 7.1 for all (both SAP and non-SAP) tickets.

But your colleagues from the infrastructure team are shy of using SAP software and push one of the many ticketing systems out in the pampas and then, on the contrary, they pretend that you should use this tool for SAP tickets too.

Oh horror! Immediately you have to ward off this Mongolian attack demonstrating why the SAP Service Desk is mandatory for the Solution Manager and therefore for all the SAP Landscape.

The Great Wall

To do so I have collected all Solution Manager scenarios where the Service Desk is integrated into, thus showing what all will be broken when we are forced to adopt an external ticketing system for the SAP landscape, too.

Here is my overview, I hope I have detected all integration items. If not, please add a comment, I will try to insert the missing scenario. I used the "Relevance" column to weight the scenarios for our company, but here I standardized it to one '+': you might add you own priority.

Solution Manager ScenarioSolMan Service Message Handling (SM: Incident, Problem, ...)
Relevance for us

Frontend (SAP Gui, Portal, NWBC), Call Center (Interaction Center), Mobile, CRM Share Service Framework

Embedded creation action from SAP frontends & clients populated automatically with useful application data

+
Infrastructure Management (Object Management)

Close integration with CMDB, SM can be opened for configuration item via direct value help, support can drill down via CMDB to vendor maintenance tool

+

Project Blue Print & Configuration

Tab for SM (creation, status, reporting (Solar_eval) )
+

Project Roadmap

Tab for SM (creation, status, reporting)

+

Task management

At every task tab for Service Messages (creation, status, documentation)
+
Test management (manual & automatic)
In every test package at every test case tab for SM (creation, documentation), consistency check (task plan with open prio 1 messages cannot be closed)  reporting (solar_eval, BI)
+

Test management (automatic)

When recorded test script is broken tester can create feedback SM , workflow with test engineer to repair the automatic test script

+

Business Process Monitoring

Alert fires notification via SM

+
Technical Monitoring (alert infrastructure)

Alert fires notification via SM, deep integration: closing of SM quits automatically  the origin alerts

+

NW PI Monitoring

Create Incident Button in Component Monitor

+

Exception Management Cockpit

Create Incident Button in Detail View

+

Job Scheduling Management

Request & approval of jobs via SM workflow

+

Incident & Problem Management

Close integration with Change Request & Knowledge Management

+

Issue Management (SAP Service Delivery)

Tab for SM incl. expertise on demand and sapnet messages, tab for Change Requests
+

SAP Support

Forward SM to sap support and get SAP solution or correction
+
Root Cause AnalysisJump from SM into RCA+

I have prepared a little presentation with this overview so I can take it out from the drawer every time a manager gets struck by the ingenious idea to standardize also the SAP landscape into some legacy ticketing system (and yes, we are on our way of implementing the SAP Service Desk in our SAP landscape, but it's really a jump and run game...).

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