Itsm and Charm in SAP Solution Manager (Hardcover, Revised)

Introduction ... 21 PART I: Introduction ... 27 1. An Overview of IT Service Management ... 29 1.1 ... Overview of ITIL and IT Service Management ... 30 1.2 ... Application Lifecycle Management in SAP ... 33 1.3 ... Incident Management ... 39 1.4 ... Service Request Management ... 43 1.5 ... Problem Management ... 46 1.6 ... Change Management ... 51 1.7 ... Integration of ALM and ITSM ... 53 1.8 ... Summary ... 54 2. User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1 ... 57 2.1 ... SAP CRM Web User Interface ... 57 2.2 ... Work Centers ... 82 2.3 ... Summary ... 88 3. Preparing Your SAP Solution Manager System to Support SAP ITSM Functions ... 89 3.1 ... Post-Installation and Technical Setup ... 90 3.2 ... Authorization Roles and Security Concept ... 106 3.3 ... Master Data Maintenance ... 109 3.4 ... Adapting the SAP CRM Web UI: Configuration and Personalization ... 128 3.5 ... Summary ... 151 PART II: Application Incident Management ... 153 4. An Overview of Application Incident Management ... 155 4.1 ... Goals and Motivation ... 155 4.2 ... Architecture and Infrastructure ... 158 4.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 161 4.4 ... SAP CRM Web UI for Creating, Processing, and Tracking ... 174 4.5 ... Summary ... 176 5. Application Incident Management EndUser Roles and Process Flows ... 179 5.1 ... Roles in Application Incident Management ... 179 5.2 ... Incident Management Process ... 188 5.3 ... Problem Management Process ... 205 5.4 ... Service Request Management Process ... 213 5.5 ... Summary ... 219 6. Integration into Application Lifecycle Management ... 221 6.1 ... Design and Build Phases ... 222 6.2 ... Test Phase ... 226 6.3 ... Deploy Phase ... 233 6.4 ... Operate Phase ... 234 6.5 ... Summary ... 237 7. Channels for Creating and Resolving Incidents and Problems ... 239 7.1 ... Inbound Channels ... 240 7.2 ... Follow-Ups ... 250 7.3 ... Summary ... 259 8. Core Features of Application Incident Management ... 261 8.1 ... Business Roles and Predefined User Interfaces ... 262 8.2 ... Details ... 268 8.3 ... Text Management ... 280 8.4 ... Related Test Cases ... 286 8.5 ... SAP Collaboration ... 288 8.6 ... SAP Notes ... 299 8.7 ... Attachments ... 303 8.8 ... Checklists ... 306 8.9 ... Scheduled Actions ... 308 8.10 ... Processing Log ... 310 8.11 ... Related Transactions ... 311 8.12 ... Summary ... 312 9. Additional Features of Application Incident Management ... 315 9.1 ... Time Recording ... 315 9.2 ... Service Level Management ... 321 9.3 ... Dispatching Messages to the Support Team ... 330 9.4 ... Knowledge Articles ... 337 9.5 ... Summary ... 349 10. Functional Configuration for Application Incident Management ... 351 10.1 ... Chapter Overview ... 352 10.2 ... Partner Determination Procedure ... 356 10.3 ... Support Team Determination ... 365 10.4 ... Time Recording ... 385 10.5 ... Categorization ... 390 10.6 ... Text Management ... 413 10.7 ... Status Profile ... 424 10.8 ... SLA Escalation ... 439 10.9 ... Actions and Conditions ... 452 10.10 ... Priorities ... 463 10.11 ... Additional Capabilities ... 470 10.12 ... Summary ... 482 PART III: Change Request Management ... 485 11. An Overview of Change Request Management ... 487 11.1 ... Goals and Motivation ... 488 11.2 ... Architecture and Infrastructure ... 491 11.3 ... New Features and Enhancements Delivered with SAP Solution Manager 7.1 ... 499 11.4 ... Web UI for Creating, Processing, and Tracking ... 526 11.5 ... Summary ... 528 12. Change Request Management End-User Roles and Process Flows ... 529 12.1 ... ChaRM in the SAP Ecosystem ... 529 12.2 ... Roles in Change Request Management ... 531 12.3 ... Request for Change Process ... 536 12.4