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SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2

 

1        General Information

IT Service Management and Change Control Management provide dashboard based analytic tools, with which employees can therefore answer different questions depending on their role.

ITSM and Change Control Management Analytics are based on the Business Warehouse reporting infrastructure and Dashboard Builder.

With SAP Solution Manager 7.2, no separate SAP BW system is required for reporting. The SAP NetWeaver stack that comes with SAP CRM can run reports on the same machine.

!! Please read the online documentation upfront: !!

http://help.sap.com/saphelp_sm72_sp03/helpdata/en/d0/c91556d22c0033e10000000a44538d/content.htm.

 

 

2        Prerequisites

The steps described in this chapter 2 should already be finished before the SAP Solution Manager ITSM and Change Control Management Analytics configuration is started.

 

2.1          SAP Solution Manager Installation

SAP Solution Manager system release 7.2 has been installed.

For the installation guide, see SAP Service Marketplace at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> <current release> in section 2 Installation. 

2.2          BW Source Strategy for SAP Solution Manager

The BW can be located in the system landscape in various ways. It has to be clarified upfront which BW strategy should be realized. SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios.

See also sub-chapter Business Warehouse (BW) Strategy in the SAP Solution Manager 7.2 Master Guide: SAP Service Marketplace at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> <current release> in section 1 Planning -> Master Guide SAP Solution Manager 7.2.

 

The choice of the BW client strategy has to be specified in scenario Mandatory Configuration, Infrastructure Preparation step 3. Set Up SAP BW of transaction SOLMAN_SETUP. See the corresponding session “Business Warehouse (BW) Strategy” in the Master Guide.

 

You can choose between three options for the BW client strategy:

  • Option A – Same Client

BW setup in the SAP Solution Manager system - in the same client as the Solution Manager scenarios.

 

This option makes configuration simpler, and isolates the BW activities for solution life cycle management from the data on a production BW instance.

 


This is the SAP recommendation.

 

 

Example:

 

           

SAP Solution Manager client 200 is     scenario client and the BW client

 

  • Option B – Different BW Client:

BW setup in the SAP Solution Manager system - in a separate client as the Solution Manager scenarios.

 

This option provides increased security, as user access is more restricted. However, you must maintain users separately, and this increases your administration effort. There is no technical benefit.

 

 

Example:

 

SAP Solution Manager client 200 is     scenario client 
SAP Solution Manager client 300 is     BW client

 

 

 

  • Option C – Separate BW System:

BW setup in a separate dedicated BW system.

This is only needed in rare cases, for sizing purposes.

 

Example:

SAP Solution Manager client 200 is     scenario client

 

Business Intelligence is                        separate BW system

 

 

 

 

  If you plan to use a separate BW system, it must have the same BW content version (software component BI_CONT) as SAP Solution Manager. You cannot upgrade the BW content without restrictions. SAP does not recommend SAP Solution Manager data in a separate BW system which
is also already used for other purposes.

 

 

2.3          User/Authorizations

The basic configuration of SAP ITSM analytics on SAP Solution Manager is done via the SAP Solution Manager Configuration SOLMAN_SETUP. For this configuration the administration user SOLMAN_ADMIN can be used.

 

User SOLMAN_SETUP is created automatically in “Related Links -> Administration -> Configuration User Management” of transaction SOLMAN_SETUP.

 

Additionally following system users are needed.

 

Extractor Framework technical user SM_EFWK is created in Scenarios Mandatory Configuration -> System Preparation -> Step 5 Maintain Technical Users.

BW technical users SM_BW_ACT,SMD_BI_RFC and SM_BW_<sid> are created in Scenarios Mandatory Configuration -> Infrastructure Preparation -> Step 3.2 Maintain Users.

Besides the admin user and technical users, there are also tools for automatically creating business end users of ITSM & Charm Analysis Dashboard.

 

For ITSM, end users are created in Scenarios IT Service Management -> Step 2.4 Create Template users. User IM_DIS_<sid> has display authorization of ITSM Analysis Dashboard, while user IM_ADM_<sid> has editing authorization of ITSM Analysis Dashboard.

For Charm, end users are created in Scenarios Change Control Management -> Change Request Management -> Step 5.1 Create Template users. User CH_OPRT_<sid> has display authorization of ITSM Analysis Dashboard, while user CH_ADM_<sid> has editing authorization of ITSM Analysis Dashboard.

 

 

2.4          SOLMAN_SETUP Basic Configuration

The steps of scenario Basic Configuration of transaction SOLMAN_SETUP have to be executed.

 

Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.


(For more information about the SAP Solution Manager Basic Configuration, see the SAP Community Network Wiki at http://wiki.sdn.sap.com/wiki/display/SMSETUP/Home)

 

2.4.1       Step 3.1 Confirm SAP BW

You have to set up the BW client strategy. See chapter 2.2. SAP recommends to setup the BW in the same system and client as the SAP Solution Manager scenarios (Option A).

For Option A - Same Client choose

For Option B – Different BW Client choose

 

For Option C – Separate BW System choose

2.4.2       Step 3.2 Maintain Users

In this step, additional users for the BW have to be created and maintained.

 

2.4.3       Step 3.3 Enable SAP BW

In this step several activities can be performed automatically.

 

2.5          SOLMAN_SETUP ITSM/Change Control Management Configuration

Scenario Mandatory Configuration -> Infrastructure Preparation in transaction SOLMAN_SETUP prepared the general BW usage with SAP Solution Manager. ITSM specifics are configured in the scenario IT Service Management in transaction SOLMAN_SETUP; Change Control Management specifics are configured in the scenario Change Control Management in transaction SOLMAN_SETUP.

 

Especially the following steps/activities (dependent on the support package level of the SAP Solution Manager system) are relevant for the BW setup.

 

2.5.1       Check Prerequisites

Before you start with the configuration of ITSM you have to make sure that the prerequisites already have been fulfilled. Step 1 Check Prerequisites fulfills this purpose and provides an automatic check.

 

Especially check Check BW System Configuration is relevant for the BW usage.


For Change Control Management

 

2.5.2       Configure BW Reporting

In ITSM & Change Control Management setup provide a guided configuration for user to activate BI content, set parameters for extraction, initial BI data and select transaction types to be included in report.

In the guided procedure, 2 steps are defined:

 

  • Define Extraction Settings

In this step, BI content can be activated by one button clicking and parameters for extraction can be set. Data initialization can also be done here.

  • Choose Transaction Type for Reporting

In this step, user can specify which transaction types are included in the report.

 

ITSM and Change Control Management Analytics also allow user to enable customer fields in reporting. Details are introduced in note 2176675.

 

Configuration and setup for incidents and problems are located in IT Service Management while change management is in Change Control Management->Change Request Management.

 

There are two steps as shown in below picture.

 

2.5.3       Define Extraction Settings

This step includes two parts: BI settings and extraction settings.

 

In BI settings, user can activate BI content by one button clicking.  Progress status will be provided with progress bar. Last activation time is shown and activation log can be open easily so that user can know status of BI content activation to avoid miss activate or duplicated.

 

In Extractions settings, user can set extraction parameters: Extraction Interval, Package size, BW Time zone, Extraction from date and snapshot pattern. User can also do data initialization here.

 

2.5.4       Choose Transaction Type for Reporting

In this step, user can specify which transaction types are included in the report.

 


 

3        ITsm & Change Control Management Analytics

 

3.1          Configuration

If all prerequisites above are fulfilled, the ITSM and Change Control Management BW Reporting already has been configured and is ready to be used.

3.2          Customer own fields

You can maintain customer own fields in the CRM using the Application Enhancement Tool or [LS1] Easy Enhancement Workben[FT2] ch, and the customer fields maintained can also be available for reporting. For this purpose enhancement spot AI_CRM_IM_ENH_BW_EXTRACT can be used.

 

The following generic fields are available in BW:

  • 10 fields of data type CHARACTER        (length: 60)
  • 10 fields of data type DATE                   (length: 8)
  • 10 fields of data type NUMERIC             (length: 15)
  • 10 fields of data type BPARTNER           (length: 32)

 

These fields can be found in the MultiProvider 0SPRMP01 dimension ‘Customer Fields’, and the customer fields are thus available in the reports based on this MultiProvider. You may also customize the field descriptions in this MultiProvider according to the business meaning.

 

For more information about the standard settings (filters, single or multiple uses), see the Enhancement Spot Elements Definitions tab in the BAdI Builder (transaction SE18). BAdI method MAP_FIELDS maps the customer-specific fields to the generic fields. Please also refer to SAP Note 2176675.

 

3.3          Usage

In the ITSM & Change Control Management Analytics tool, the transactions of Incidents, Problems, Request of Changes, and Change Documents can be reported, based on Tiles, Associated KPIs, Drilldown Views and the Detailed Interactive Queries. The Analytics tool is powered by Dashboard Builder. The underlying data are extracted from the Solution Manager system regularly at specified intervals (refer to setup configuration).

 

3.3.1       Analytics Tools

 

The ITSM and Change Control Management Analytics tools are listed as below. Each one is a dashboard built via Dashboard Builder.

  • § IT Service Management Analytics, including:

-          Incidents,  with tiles:

          • Created
          • Closed
          • Backlog
          • Duration

-          Problems, with tiles:

          • Created
          • Closed
          • Backlog
          • Duration
  •  Change Control Management Analytics, including:

-          Requests for Change, with tiles:

          • Created
          • Closed
          • Ratio
          • Backlog
          • Duration
          • Implementation effort

-          Change Documents, with tiles:

          • Created
          • Closed
          • Ratio
          • Backlog
          • Duration
          • Implementation effort

 

You can define dashboard-wise filters, which is called Global Filter, on all the elements (tiles, associated KPIs, Drilldown Views) under the current dashboard according to various criteria. The Global Filter does not affects the pop-up detailed query views.

 

The ITSM and Change Control Management Analytics within SAP Solution Manager can be accessed via in the Launchpad (transaction SOLMAN_WORKCENTER). In IT Service Management select IT Service Management Analytics, and in Change Control Management select Change Control Management Analytics.


Click on tiles, the dashboards will display in new window.

 

3.3.2       View Tiles

For each tile in ITSM and Change Control Management Analytics, there will be several detailed information inside. You may click on the tile directly to access all the data.

Components in a Tile:

  • § KPI value of the tile
  • § Associated KPIs
  • § Drilldown Views
  • § Detailed Query View

 

As an example, Tile ‘Created’ for Incidents in IT Service Management Analytics will be used here to illustrate the information contained in a tile:

  • » Click on the Tile ‘Created’ under Incidents.
  • » In the detailed page of tile, associated KPI and drilldown view will be displayed.
    • The first line of this page shows the KPI value of created incidents.
  •  ‘Priority Very High’ is one associated KPI.
  • Multiple drilldown views can be selected.
  • Different charts of drilldown view can be shown by clicking buttons on the tool bar.
  • Detailed queries can be viewed by click the last button on the tool bar.

-          Click the last button on the tool bar.

-          Detailed page of query will be displayed on a separated browser window or tab.

-          In the Detailed page, you can perform interactive online report by adding or removing drilldowns, drillthroughs and filters.

 

 

3.3.3       Define Global Filter (Filter on Calendar Week)

In ITSM & Change Control Management Analytics dashboards, Global Filter is provided to define a set of filters to all elements (tiles, associated KPIs & drilldown views) under one dashboards.

 

By default, Global Filter is a filter based on Calendar Week. All elements under the analytics dashboards will be restricted by the criteria defined in the Global Filter, except the detailed query views. Global Filter does not affects the pop-up detailed query views.

 

To Define Global Filter,

  • Go to IT Service Management Analytics for example
  • Click on the Filter Button.

  • Click on the time range of the calendar Week.

  • Define the Filter Operator. Time range can be calculated by simply click on the weeks.

  • Apply the change.

 

 

3.3.4       Customizing Your Own ITSM BI Reports

 

With Fiori Launchpad, the user can customize ITSM BI Reports with the Dashboard Builder according to their own needs.

  •  Access Dashboard Builder
    • Please access transaction code SM_WORKCENTER to open the Launchpad.
    • In “SAP Solution Manager: Configuration”, click on “Configuration – Analytics and Dashboards”. If this tile is not found on Fiori Launchpad, please follow the below steps to access it.
    • Add Dashboard Builder in Fiori Launchpad
      • Clicking on the edit button at the right lower corner

 

  • Add “Configuration - Analytics and Dashboards” by check the selection box under it, and add it into an appropriate Group for you
  • OK
  • Click on the tile and get into Dashboard Builder

 

  • Copy the SAP delivered Dashboard.
    • Locate “IT Service Management Analytics” for example, on the left column
    • Select “IT Service Management Analytics” under IT Service Management by clicking it.
    • Click Copy Button below
    • Name the target Dashboard and Save
  •  Rename KPI Group Name by clicking the button of settings

  

 

  • Change KPI Information and query behind by clicking the button of settings. Here is a list of items which could be customized.
    • General Information
      • Name
      • Subhead
      • Description
      • Visualization
      • Size
      • Unit
      • Data Source Type
      • Data Source Name
      • Detail Page Template
      • Available Characteristic and Key Figures
        • Available Fields
        • Rows
        • Columns
        • Filters

 

Multiple visualization templates are available in Dashboard Builder. KPI can be displayed with different ways, for example line chart, number-based, bar chart etc. The size of a Tile also can be customized. Multiple sorts of data sources are supported by Dashboard builder, including BW Query, Function Module, and Business Analytic Process.

 

On the right-side panel, filters can be defined based on the query. All the available characteristics in the source query can be found in the Available Fields, they can be added into the Rows or the Columns.  Filter can be defined on available fields and key figures.

Here is an example:

                     

  • Change associated KPIs or Drilldown Views by clicking the button of settings
  • Add Drilldown view and Associated KPI by clicking the add button

 


 

4        Known issues and limitations

  • The drilldown view stacked column charts will truncate data when there are more than 30 types of values in one column.

 

5        further information

5.1          Documentation

5.2          ITSM wiki in SDN

For the community of SAP IT Service Management on SAP Solution Manager a wiki containing all kinds of useful information regarding the topic IT Service Management with SAP Solution Manager has been created:

http://wiki.sdn.sap.com/wiki/display/SAPITSM/ITSM+Homepage

5.3          Security Guide

For more information about the BW authorization roles, see the SAP Solution Manager 7.2 Security Guide at http://service.sap.com/instguides -> SAP Components -> SAP Solution Manager -> Release 7.2 -> …

5.4          RKT

Role-specific learning maps on implementation and operation of ITSM are to find in the SAP Online Knowledge Products (OKPs) within the RKT framework:

SAP Service Marketplace -> Quicklink rkt-solman -> SAP Solution Manager 7.1 -> Solution Role: IT Service Management[LS3] 

5.5          Helpful SAP Notes

1421507    Incident Management Reporting Central Note

1567003    FAQ: ST710 Incident Management Frequently Asked Questions

1570399    Solution Manager BI reporting

2176675 - Solution Manager 7.2 ITSM Customer Field Reporting Enablement

                                                                      

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