SAP Solution Manager as a tool for an organization\'s BPM or Service Level Management function. A SAP CRM Application is used as an example - Presented at SAPPHIRE 09
Sap Solution Manager Business Process Monitoring Of A Sap Crm Solution
1. SAP Solution Manager Business Process
Monitoring of a SAP CRM Solution ]
Robert Max
robert.max@asug.com
[ CHAVONE JACOBS
ASUG INSTALLATION MEMBER
MEMBER SINCE: 2003
[ COREY PEARSON
[ ALLAN FISHER ASUG INSTALLATION MEMBER
ASUG INSTALLATION MEMBER MEMBER SINCE: 2008
MEMBER SINCE: 2008
2. [ Learning Points
Learn how to take advantage of the business process
monitoring capabilities of Solution Manager
Learn how Solution Manager's business process and
interface monitoring can add value to your Information
Technology Organization‟s end-to-end solution operations
Learn how Solution Manager can meet the business
process monitoring needs of the business
Learn where Solution Manager is not the appropriate tool
for BPM
Real Experience. Real Advantage. 2
3. [ Return on Investment
Leverage the existing tools you have at your disposal to enhance
your organization‟s service levels.
Software Acquisition Costs = 0
Locate the education resources available to you today to teach you
how to implement Solution Manager driven Business Process
Monitoring
External Training Costs = 0
Learn how to configure self-service business process monitoring and
reporting minimizing IT support hours
Monthly IT SLA Reporting Effort => Decreasing to zero
Improve :
Customer Satisfaction
User Efficiencies
Solution Availability
Real Experience. Real Advantage. 3
4. [ Does Your Organization Have?
A Business Process Management Team focused on
Design, Optimization and Monitoring is described
The team can increase revenue, shorten business
processes, reduce expenses etc.
The team will should have a charter, staffing and funding
Tools have been acquired, implemented and the team is
knowledgeable in their use
A focus on the Information Technology Organization's
service levels and processes increases Customer-Sat
This presentation is also relevant for those individuals who come from
organizations where a BPM Team has not been established. Where
BPM has a lower priority; headcount and funding are constrained
and the focus is elsewhere.
Real Experience. Real Advantage. 4
5. [ What We‟ll Cover …
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage. 5
6. [ International Beverage Bottling and Distribution
Company Using SAP
$19.8 billion (USD) annual • 74,000 employees
revenue • Approximately 450 facilities
42 billion physical cases • 55,000 vehicles
• 2.4 million pieces of equipment
46 of the states in the U.S.A., (vending, cooling, etc.)
Canada, Great Britain,
Netherlands, Luxembourg,
Belgium, France
Real Experience. Real Advantage. 6
7. [ Business Issue
Accounts receivable and customer account management processes
are consolidated into regional billing centers.
SAP Deductions Management Cockpit provides a more
comprehensive view of the customer‟s financial history
Information accumulated to provide a 360 degree view of the
customer/company business relationship
SAP FSCM (Financial Supply Chain Management) includes a
more streamlined handling of billing disputes and collections
Additional applications support the business process and must be
integrated
Legacy Route Management System to take orders, deliver
product and handle collections
Imaging system to scan and index invoices with signatures and
notations
System to track and document customer discounts and incentives
Real Experience. Real Advantage. 7
8. [ Financials – Accounts Receivable
SAP R/3
BASIS
Billing
Billing
Non R/3
Run monthly statements
ZF.27
ASCORE
Run Dunning F.150
Non R/3
Lockbox (FLBP)
VITRIA Residual documents
(overpayment/underpaym
Non R/3 ents)
Clear open items
SAPF124, F-30
CMA
Non R/3 Write Off
Real Experience. Real Advantage.
9. [ Deductions Management Application
The timely delivery of results from several SAP and non SAP
Applications needed to be orchestrated
Information was processed by multiple systems (BASIS, AS/Core
Vitria) on its way to the SAP BW and R/3 Systems
The normal 24 hour fulfillment cycle ran 24x7 with a preference for
off hours and weekend deliveries. Adding on the Sales Centers
daily close and it could be 72 hours before delivery and invoicing
information passed through multiple legacy systems to show up in
the financial system.
Some customers were immediate payment others net 30
Invoices could be scanned on site or mailed but the images
needed to be indexed and available to the Deductions
Management Clerk
SAP Deductions Management remained in only two of the A/R
centers past the original enterprise wide deployment date until issues
were addressed
Real Experience. Real Advantage. 9
10. [ Availability and Service Level Management
A team was established with the responsibility for
improving application availability
A core team was augmented with a virtual team of
representatives from different parts of the IT Organization
UNIX Systems Administrators
zOS and DB2 Systems Administrators
iSeries Systems Adminstrators
IS Operations
Production Control and Scheduling
Systems Management Software Support Specialists
Client Support Center (Help Desk)
Basis Administrators
Real Experience. Real Advantage. 10
11. [ Deduction Management
R/3
Manual Clarification
Over / Underpayment
Create Residual Items
Justified Unjustified
Assignment of owners
Write Off Clean Up Re-bill the customer
J4I3 Notes Tickler per clerk Master Data
Documents without actions Get paid Long term -
Write off
Sets priority, outcome Collection
code, assignment, action Management
code
Dunning
To Do List Process
Real Experience. Real Advantage.
12. [ Six Sigma Utilized
Define-Measure-Analyze-Improve-Control (DMAIC)
Define: Set the context and objectives of your improvement
project
Measure: Determine the baseline performance and capability
of the process or system you‟re improving
Analyze: Use data and tools understand the cause-and-effect
relationships in your process or system
Improve: Develop the modifications that lead to a validated
improvement in your process or system
Control: Establish plans and procedures to ensure your
improvements are sustained
Improve the efficiency and effectiveness of a process and
subsequently business performance
Proven methodology
Real Experience. Real Advantage. 12
13. [ Six Sigma – Why?
A partner company had successfully exploited Six Sigma
and was willing to support its use within our company:
Six Sigma Green Belt Training was available to our staff
A Six Sigma Center of Excellence had been established
Projects were supported with tools and Six Sigma Black Belt
Advisors
Leverage existing tools, organizational competencies,
established departments and initiatives whenever possible.
Tip
Real Experience. Real Advantage. 13
14. MSeconds MSeconds MSeconds
100
200
300
400
0
0
500
1000
0
500
1000
06/…
07/… 06/1… 06/1…
08/… 06/2… 07/1…
9/4… 07/1…
10/… 8/21…
10/…
07/2… 9/25…
11/… 08/0… 10/3…
12/… 8/21… 12/4…
1/2… 9/4/…
9/18… 1/8-…
2/1…
2/12…
DATE
Real Experience. Real Advantage.
3/1… 10/2…
DATE
DATE
4/1… 10/1… 3/19…
5/1… 10/3… 4/23…
6/1… 11/1… 5/28…
7/1… 11/2… 7/09…
8/1… 12/1… 8/13…
FB03 Display Document
ZFBL5N Customer Line Items
9/1…
F-30 POST WITH CLEARING
12/2… 9/17…
Transactions with Solution
No of Dialogue No. of Dialogue No. of
Steps Steps Dialogue
0
200,000
400,000
Steps
200,000
400,000
600,000
0
0
1,000,000
2,000,000
06/…
06/1… 07/…
07/0… 8/2…
07/2… 9/2…
10/…
08/1… 12/…
Throughput
9/4/… 1/8-…
9/25… 2/1…
DATE
DATE
3/1…
DATE
10/1… 4/2…
11/6/… 5/2…
11/2… 7/0…
FB03 Display Document
8/1…
ZFBL5N Customer Line Items
12/1…
F-30 POST WITH CLEARING
9/1…
[ Track Response Time and Manager of Important R/3
14
15. [ IT Service Management - Service Delivery
Processes Utilized
Service Level Availability Management Capacity Management
Management
Maintain and improve IT Providing the sustained Ensuring that the
service quality, through a level of availability capacity and performance
constant cycle of required by the business needs of the business are
agreeing, monitoring and in a cost effective manner being met
reporting on IT service
achievements
IT Service Continuity Service Desk Financial Management
Management for IT Services
Ensuring that the Cost-effective control and
necessary IT services can management of the IT
be recovered within the assets and the financial
agreed business resources used in
timescales delivering IT Services
IT Infrastructure
Real Experience. Real Advantage. 15
16. [
IT Service Management - Service Support
Processes
Configuration Incident Management Problem Management
Management
Identifying, controlling Focusing on the quick Getting to the root cause
and verifying IT restoration of service of incidents and ensuring
Components and their minimizing the impact to that permanent solutions
Interrelationships. the business are deployed to prevent
Provides information key reoccurrence
to other processes
Change Management Service Desk Release Management
Minimizing the impact of Deployment of packaged
change on the business changes reducing the
through standardized impact of frequent one-off
methods change implementations
IT Infrastructure
Real Experience. Real Advantage. 16
17. [ ITIL and Solution Manager
ITIL is “what has to be done”
SAP Solution Manager is “how it is to be done”
ITIL processes supported by Solution Manager:
Service Delivery
Service Support
Application Management
Ref: SAP Solution Manager - ITIL Support, SAP Press Published
2005
We had a methodology and a set of defined best practices.
What we needed next was the right tool for the job.
Real Experience. Real Advantage. 17
18. [ Results of the BPM Pilot Project
The goal was to address all of the issues that kept the company from
deploying the SAP supported accounts receivable process to all
processing centers. Success was the deployment of the solution to
all shared services centers.
A Six Sigma DMAIC Project was initiated with a goal of “Information
on Glass” i.e. getting all of the Deductions Management Clerk‟s
information to the screen.
Solution Manager v3.2 was valuable but other tools and custom
development were used
Multiple dashboards were created to consolidate data from solution
manager and third party applications.
Lesson Learned:
BPM Added Value and Promoted Success
Cost and Effort to Implement was High!!!
Real Experience. Real Advantage. 18
19. [ What We‟ll Cover …
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage. 19
20. [ SAP Solution Manager
SAP Solution Manager is the centralized, solution management
platform with functionality that covers all key aspects of solution
deployment, operation, and continuous improvement. It combines
tools, service content, and offers direct access to SAP to increase the
reliability of solutions and lowers your total cost of ownership.
(http://service.sap.com/solutionmanager)
SAP Solution Manager is the strategic communication and
collaboration platform.
Key Functionality
• SAP Early Watch Alerts
• Enable Delivery of SAP Services
• Enable SAP Maintenance Optimizer
• Central System Landscape Directory (SLD)
This Key Functionality is the minimum requirement for any
SAP Customer
Real Experience. Real Advantage. 20
21. [ Solution Manager - Implementation
Initial Steps
Hardware is in place and sized accordingly
OS and Database are loaded
Latest Solution Manager Software Staged and available
Including latest Solution Manager SP-Stacks to be applied
SAProuter Service Marketplace connection in place and operational
Operating System, Storage (if SAN-connected), and Network support
is available on demand
Connectivity to systems in landscape to be supported
Key Activities Week 1 Week 2
1 2 3 4 5 1 2 3 4 5
Site Assessment Review - Verify SAP Environ.
Identify SAP Systems to be included in Landscape
Install SAP Solution Manager
Apply SolMan Support Packs
SolMan IMG Configuration and Define SLD
Apply OSS Notes/Service
Configure and Test Maintenance Optimizer
Complete Installation, Apply Service etc.
Real Experience. Real Advantage. 21
22. [ SAP‟s Solution Manager Preparation Service
With the SAP Solution Manager Preparation Service you can expect
to:
Verify the configuration of your SAP Solution Manager
environment
Optimize the configuration of your SAP Solution Manager for
service delivery
Enable the SAP Solution Manager as a delivery platform for
remote and on-site SAP Support Services.
The SAP Solution Manager Preparation Service is part of the SAP
Solution Manager Services program
This program offers you a series of services to keep your SAP
solutions running optimally,
Improving return on investment and reducing the cost of
operations
These services optimize applications and system operations.
http://service.sap.com/solutionmanager - For More Information
Real Experience. Real Advantage. 22
23. [ What We‟ll Cover …
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage. 23
26. [ SAP Standards for Solution Operations
Incident Management Minimum
Exception Handling Documentation
Business Process and Remote Supportability
Interface Handling Data Volume
Data Integrity Management
Change Request Job Scheduling
Management Management
Upgrade Transactional
eSOA Readiness Consistency
Root Cause Analysis System Administration
Change Control System Monitoring
Management
Real Experience. Real Advantage. 26
27. [ Solution Manager – Work Centers
Work Centers …
Are role-based
Enable easy navigation for
end users
Use a common interface for central administration of solutions
Support Service Level Management
Available Starting with SAP Solution Manager 4.0 (SP-stack 15)
Available Work Centers
System Administration Service
Delivery
System Monitoring Change Management
Incident Management Solution Landscape and
Job Scheduling Management Operations Setup
Root Cause Analysis Implementation and Upgrades
Business Process and Interface Monitoring
Real Experience. Real Advantage. 27
28. [ What We‟ll Cover …
Real Experience. Real Advantage. 28
29. [ What We‟ll Cover …
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage. 29
31. [ Implementation Methodology for Business Process
and Interface Monitoring
Define and
Implement the
Create Start Continuous
Monitoring
a Monitoring Monitoring Improvement
Concept
Concept
Step 1 Step 2 Step 3 Step 4 Step 5
Identify Identify Identify Define Define
core process business monitoring monitoring
business steps and requireme objects, activities
processe interfaces nts alerts and
s regarding thresholds
process
execution
Step 6 Step 7 Step 8 Step 9 Step 10
Define Assign Define Define Assign
communic monitoring Reporting communic reporting
ation and activities Objects ation and activities
escalation to and escalation to
procedure responsibl Reporting procedure responsibl
s es Activities s es
Real Experience. Real Advantage.
33. [ Example – CRM Sales – Activity Management
Visit Email Interaction Relationship Account
Accounts & Planning Integration History Management Classification
Contacts Activity Marketing Customer
Fact
Management Attributes Analysis
Sheet
33
Real Experience. Real Advantage.
34. [ Solution Manager Monitoring
Real Time Event Monitoring Activity Management
Measure Response and Throughput Schedule activities
Response Time of Important Transactions
Quantity of Important Transactions
Open Calendar
Dialog Response
Time
Create Search
• No. of Activities / Tasks activity/task activity/task
CRM Analytics created
CRM Basic Sales • No. of Activities / Tasks in
status „Open‟
CRM Activity Management
CRM Account and Contact Management Maintain activity/task
CRM Opportunity Management
CRM Territory Management
Save activity/task
Replicate activity/task
with groupware
Real Experience. Real Advantage.
35. [ What can Solution Manager Monitor?
Alert Type Selection Options
Business Activities/Tasks Business Transaction Category,
# of Business Activities/Tasks created Business Transaction Type, Input
Channel, Sales Organization,
# of Business Activities/Tasks 'Open' Distribution Channel, Division,
Created by, Older than x days,
Previous Day
Dialog Performance
per transaction and SAP instance
per transaction-specific function codes (CUA internal
commands)
per transaction-specific function codes transferred in HTTP
requests
per HTTP request
per program / function name in RFC call
35
Real Experience. Real Advantage.
36. [ Rule Based Monitoring of Events
Create a MTE (Monitoring Tree Element) Class for Response Time
www.sdn.sap.com/irj/sdn/netweaver Lifecycle Management ->
Tip Operations for SAP Tutor Sessions on this activity
Real Experience. Real Advantage. 36
37. [ Rule Based Monitoring of Events
Operations can be messaged when response time goes red
Monitoring on specific transaction codes is also available.
Real Experience. Real Advantage. 37
38. [ Self Service CRM Analytics Available
Cross-Scenario Analyses Active/Passive Analysis
Industry-Specific Analyses Activities/Items per Activity Partner
Entitlement Analyses Activities per Category (Employee
Responsible, Document Level)
Service Analyses
Activity Details
Interaction Channel Analyses
Activity History
Cross-Application Performance Activity Partner with Open Activities
Analyses Distribution of Activities per
Customer Analyses Organizational Unit
Product Analyses Intensity of Customer Care by
Marketing Analyses Employee (Sales Manager Portal)
Digital Asset Management Intensity of Customer Care by Partner
Analysis (Sales Manager Portal)
My Team's Planned Activities
Sales Analyses
Number of Activities per Category
Rebate Processing Analyses
Planned Activities
E-Analytics AND EVEN MORE!!!!!!!!!
Partner and Channel Analytics
www.help.sap.com Search CRM Suite Keyword: Analytics
Real Experience. Real Advantage. 38
39. [ Interface Monitoring Example – CRM Service
Check for “Error in Distribution”
Dialog • No. of Documents created
SAP ERP SAP CRM • No. of Documents in
Response Time Create Service Quotation
status „Open‟, „In Process„
Dialog or „Erroneous‟
Response Time Create Service Order
• No. of Work Orders • No. of Documents created
Created • No. of Documents in
• No. of Work Orders Dialog Determine Valid Warranty status „Open‟, „In Process„
Response Time
Overdue or „Erroneous‟
Create Work Order
Create Service and Sales • No. of Documents 'To be
Order Items Distributed„ / Error in
Distribution
Determine Service Contract
Post Goods Issue for Release Service Order
Solution
Spare Parts
Manager
Transfer Working Create Confirmation
Time via CATS shines when
No. of Invoices Created
Close Confirmation
multiple
Create Invoice components
Create Invoice
Transfer Invoice to
are
Release Invoice
FI/CO
No. of Invoices not
involved!!!
Transferred to FI
Real Experience. Real Advantage. 39
40. [ Communicating Information on Business Processes
Information Reporting – Communication Channels
SMS Text Page for immediate notification
Dashboard where status is immediately accessible
Reports – Consistent Delivery of categorized KBIs
Interactive Reporting – Use of Information Analytics
Workflow – Measure with regard to Event and Response
Cycle:
Response Time/Duration
Number of events in queue
Types of Responses
Real Experience. Real Advantage. 40
41. [ Putting it all Together – Service Desk Example
Purpose
This scenario describes the typical activities of an interaction center
agent for customer service interacting with a customer by e-mail or by
telephone.
Key Points
Interaction Center WebClient
Inbound phone call processing
E-mail handling (receipt and reply)
Extensive business partner information
Problem and solution search in a knowledge database using
Software Agent Framework (SAF)
Creation of service tickets and processing of related data (installed
base components, contracts, service level agreements, warranties)
Business IC Agent Service IC Manager
Roles
Real Experience. Real Advantage. 41
42. [ Solution Manager Monitored Components
CRM ApplServer - ABAP Service Order Management
IC Web Client – User GUI Dialogue Response Time for:
TREX – Knowledge Repository Create Service Order
SAP BI – Data Analytics Create Activity/Task
SAPConnect – E-mail Services Search Activity/Task
RFC Queues – Exchange Data No of Documents Created
between Systems No of Documents – Open,
In Process or Erroneous
qRFC Alert Monitoring No of Documents - Error in
Blocked queues Distribution
Status of R&R Queue
Demon (CRM)
Status of R&R Queues
(CRM)
Size of Queue
Queues on hold
Real Experience. Real Advantage. 42
43. [ Self Service CRM Analytics Available
Cross-Scenario Analyses Interaction Center Analytics
Industry-Specific Analyses Service Ticket Overview
Entitlement Analyses Open Service Tickets
Open Service Ticket History
Service Analyses
Average Lead Time
Interaction Channel Analyses
E-Mail Response Management
Cross-Application Performance System Analytics
Analyses Interaction Modeling and Evaluation
Customer Analyses Interactive Scripting Evaluation
Product Analyses IC: Connection Volume
Marketing Analyses IC: Connection Volume (in Time
Digital Asset Management Intervals)
Analysis IC: Transfers
IC: Transfers (in Time Intervals)
Sales Analyses
Interaction Statistics in Time Intervals
Rebate Processing Analyses
(General)
E-Analytics AND EVEN MORE!!!!!!!!!
Partner and Channel Analytics
www.help.sap.com Search CRM Suite Keyword: Analytics
Real Experience. Real Advantage. 43
44. [ CRM Business Process Monitoring - Summary
Solution Manager can define and monitor a solution
Resident on One System
That is a Business Process that Spans Applications
BPM Reporting is Available via
CRM Analytics (Internal)
BI (External)
Solution Manager
Who is the Consumer of the Information?
End Users Prefer CRM Analytics and BI
IT Analyst and Technical Administrators Prefer Solution
Manager
Real Experience. Real Advantage. 44
45. [ What We‟ll Cover …
BPM Pilot Project: Deductions Management
Solution Manager
E2E Solution Operations
Business Process Monitoring - CRM
Wrap-up
Real Experience. Real Advantage. 45
46. [ Using Solution Manager BPM – Lessons Learned
Component Monitoring generates event notifications. Incident
management process begins before the first user calls
Regular reporting of Solution Manager information to the functional
user is only important
When the information is changing often
When the information is relevant and not accessible through the
Application‟s Analytics
When a longer running problem exists waiting for resolution e.g. dialogue
response time issues
Dashboards are a good solution for consistently reporting information
to a wider audience. Report Card of Key Business Indicators
Business users prefer their application‟s built in analytics over
solution manager - Leverage what is already available
Solution Manager is first and foremost a tool for IT and not for end-
users
Real Experience. Real Advantage. 46
47. [ Resources
SAP Service Marketplace references *
http://service.sap.com/bpm
http://service.sap.com/solutionmanager
http://service.sap.com/runsap
http://service.sap.com/businessmaps
http://service.sap.com/supportstandards
SAP Solution Manager E-Learning (Free!!!!)
www.service.sap.com/okp
More Free Education and Training
www.sdn.sap.com e-Learning
* Requires login credentials to the SAP Service Marketplace
Real Experience. Real Advantage. 47
48. [ Resources (cont.)
ITIL references
http://itsmfusa.org
www.itil.co.uk/index.htm
Americas‟ SAP Users‟ Group
www.asug.com
Review SIG pages for Systems Management, Business
Process Architecture and Solution Manager,
Real Experience. Real Advantage. 48
51. [ Key Learnings
Leverage existing Business Process improvement initiatives,
resources and methodologies (Six Sigma and ITIL IT Service
Management)
Solution Manager is available at your organization
SAP Standards for E2E Solution Operations is the roadmap
Metrics on Availability, Response Time and Scale are the easiest to
derive
BPM projects can be oriented around issue resolution and problem
solving and not necessarily continuously ongoing
Always review the business process analytics that are shipped from
SAP before creating new ones
Free Solution Manager Training can be found in the SAP Service
Marketplace
Real Experience. Real Advantage. 51
52. [ Your Turn!
Robert Max | Mobile: 770.403.4278 | Email: robert.max@asug.com
925 North Point Parkway Suite 160
Alpharetta, GA 30005
http://www.RunE2E.com
Real Experience. Real Advantage. 52
53. [
Thank you for participating.
Please remember to complete and return your
evaluation form following this session.
For ongoing education on this area of focus, visit the Year-
Round Community page at www.asug.com/yrc
]
[ SESSION CODE: 4608
Real Experience. Real Advantage. 53