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1. General Information

This guide describes how to configure the Service Catalogue Management in SAP Solution Manager 7.2 describing an integral process of the IT Service Management.

Crucial functionalities of this scenario are the ability to order a Service out of the Service Catalog from an end user perspective and to realize Service Items of a Service Package via the integration to the Request Fulfillment process. The setup of the integrated Service Order and Request Fulfillment is described as well.

1.1 Scenario Overview

The Service Catalog is a central service point which enables a centralized Service ordering of Service Packages as well as submitting typical Service Requests. A Service Package contain 2 or more Sub Services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes. A Service Request is representing a request from an end user for information, an advice, a Standard Change or for access to an IT Service. A Service Request is later on handled via the process of Request Fulfillment. 

In summary, following capabilities are offered by the Service Catalogue Management:

  • Ordering of Service Packages with related Sub Service Items via the Web Self Service Portal - Service Catalog
  • Submitting Service Requests via the Web Self Service Portal - Service Catalog
  • Fulfilling Service Items by related Service Requests within the process Request Fulfillment

  

 

The ITSM Service Catalogue Management in SAP Solution Manager 7.2 comprises various new functionalities which are based on SAP CRM 7.0 EhP3. It includes the web-based user interface SAP WebClient UI which replaces the SAP GUI transactions CRMD_ORDER and CRM_DNO_MONITOR. SAP WebClient UI is the new main workplace of Service Order processors and Service Catalog administrators.

The SAP ITSM Service Order functions have been developed on CRM Transaction Types. The Transaction Type SMSO has been created for the Service Order scenario. There can be three (3) different types of Service Products as part of the Service Order delivered based on the Item Category. The Item Category determines how the Service Product will be processed.

  • Item Category SMSC 'ITSM Service Request', when used for Service Product will create a follow-on Service Request when approved.
  • Item Category SMSL 'ITSM License', when used for Service Product will allow for a license call off if SAP CRM IPM (Intellectual Property Management) is configured and licensed with SAP Solution Manager. 
  • Item Category SMSM 'ITSM Material', when used for Service Product will allow for creation of Purchase Order for the Material in SAP ECC if configured and integrated with SAP Solution Manager.

 

When the Service Order service product line item has been approved with the item category SMSC then a Service Request is created with Transaction Type SMRQ. The Service Request is handled within the process Request Fulfillment.

2. Pre-requisite Configuration

2.1 Create Material Hierarchy

For setup of the Service Catalogue Management some SOLMAN_SETUP steps need to be completed.

The basic hierarchy needs to be created for the product type 'Material' in the SOLMAN_SETUP scenario 'Infrastructure Preparation' - step 6.

By executing the activity 'Create Hierarchy for Material Products' the ALM hierarchy is created under the ALM root category.

Or run transaction AICRM_PRD_SETUP_MAT to create the hierarchy manually.

  • Radio button 'Material' should be selected 

 

ALM_OBJ category can be validated by running transaction COMM_HIERARCHY to ensure that the required set types are added.

2.2 Create Service Product Hierarchy

For setup of the Service Catalogue Management some SOLMAN_SETUP steps need to be completed.

The basic hierarchy needs to be created for the product type 'Service' in the SOLMAN_SETUP scenario 'IT Service Management' - step 1.3.

By executing the activity 'Create Hierarchy for Service Products' the SRVC_HIER hierarchy is created under the SRVC_ROOT root category.

Also, the Service Product INVESTIGATION is created and assigned to the newly created Service Product hierarchy. This product is auto-assigned in ITSM to allow the configuration of Service Level Agreements.

Or run transaction AICRM_PRD_SETUP_SRV to create the hierarchy manually.

  •  Radio button 'Service' should be selected

SRVC_PPROD category can be validated by running transaction COMM_HIERARCHY to ensure that the required set types are added.

The created Service Product INVESTIGATION can be validated via transaction COMMPR01.

2.3 Update Material & Service Hierarchy

For setup of the Service Catalogue Management an update of the ALM and SRVC_HIER hierarchies need to be completed.

The basic 'ALM Material' hierarchy needs to be updated:

  • The ALM_CAT category is created under the ALM root category during this step. This category is assigned to a Service Product and it allows the Service to be displayed and ordered in the Service Catalog.

The basic 'SRVC_HIER Service' hierarchy needs to be updated:

  • The SRVC_COMP category is created under the SRVC_ROOT root category during this step. This category is assigned when creating Service Packages.

The update of ALM and SRVC_HIER is performed in the SOLMAN_SETUP scenario 'IT Service Management' - step 6 by executing the activity 'Create Hierarchy for Service Catalog'.

Or run transaction AICRM_PRD_SETUP_SCAT to update both hierarchies.

  • Radio button 'Service' should be selected

 

ALM_CAT category can be validated by running transaction COMM_HIERARCHY to ensure that the required set types are added.

Validate the set types are included:

  • AICRM_CATALOG
  • AICRM_QUESTION

SRVC_COMP category can be validated by running transaction COMM_HIERARCHY to ensure that the required set types are added.

Validate the set type is included:

  • AICRM_SRQM

2.4 Service Request Management Setup

Setup of Service Request Management via guide Service Request Management & Service Request Fulfillment – SAP Solution Manager SPS5 should be completed.

https://service.sap.com/~sapidb/011000358700001015362012E

Further information can be found in the documentation of activity 'Configure Service Request Management' - SOLMAN_SETUP scenario 'IT Service Management' - step 6.

2.5 Define Copy Control

For creation of Service Requests out of Service Items the Copy Control between both Transaction Types have to be set up.

Execute activity 'Define Copying Control for Transaction Types' in SPRO.

2.6 Upgrade Product

Run program COM_PRODUCT_UPGRADE by running transaction SA38 to use CRM products in this release.

 

3. Roles

3.1 Business Role SOLMANREQU

The business role used to create a Service Order via the Service Catalog is SOLMANREQU (Solution Manager ITSM End User). This predefined business role for Solution Manager ITSM End User contains configuration and predefined authorization (PFCG) roles for creating Service Orders via the Service Catalog.

For further information about all PFCG roles which are relevant for the ITSM Service Order scenario, please refer to the SAP Solution Manager Security Guide. This guide is available in SAP Service Marketplace.

 

    The business role SOLMANREQU and the authorization roles are only intended to be used as a template for Best Practices scope. The roles have to be validated and adapted to the specific customer requirements.

    For detailed instructions on how to adapt business and PFCG roles, please refer to the configuration guide Business and Authorization Roles available in SAP Service Marketplace.

 

Business Roles can be checked via transaction CRMC_UI_PROFILE

3.2 Business Partner

The Service Order requires a Sold-to-Party business partner representing an organization or organizational unit. This Business Partner is determined automatically based on a contact relationship (Has Contact Person) defined for the end user creating it. All end users who should be able to order a Service out of the Service Catalog have to be assigned to such a Sold-to-Party.

The Sold-To-Party does have another relationship (Has the Employee Responsible) which is used to assign the approver for this organizational unit or rather for the assigned group of end users. The approver is determined when the Sold-To-Party is determined by the requester.

3.3 Business Role SOLMANPRO

The business role used to approve a Service Order via the Service Catalog is SOLMANPRO (Solution Manager ITSM). This predefined business role for Solution Manager ITSM contains configuration and predefined authorization (PFCG) roles for approving the Service Order and creating follow-on Service Requests if the user is defined as the Approver of the defined Sold-to-Party of the Service Order.

For further information about all PFCG roles which are relevant for the ITSM Service Order scenario, please refer to the SAP Solution Manager Security Guide. This guide is available in SAP Service Marketplace.

 

    The business role SOLMANPRO and the authorization roles are only intended to be used as a template for Best Practices scope. The roles have to be validated and adapted to the specific customer requirements.

     For detailed instructions on how to adapt business and PFCG roles, please refer to the configuration guide Business and Authorization Roles available in SAP Service Marketplace.

 

Business Roles can be checked via transaction CRMC_UI_PROFILE

 

3.4 Authorization Roles

For the ITSM Service Order scenario in Solution Manager, a Service Order Creator and Processor role has to be adapted to customer needs in order to use respective functionalities.

 

You can define which users are authorized to see which Services, for example, to distinguish between technical and business Services. For more information, see the AIC_SRV_CATALOG_AUTH enhancement spot and the CL_AI_CRM_SRV_CAT_EXAMPLE example implementation for Service Catalog authorization.

4. Setup of Service Catalogue Management

4.1 Overview

Further information regarding to the setup of Service Catalogue Management can be found in the documentation of activity 'Configure Service Catalog' - SOLMAN_SETUP scenario 'IT Service Management' - step 6.

4.2 Define Service Catalog Structure 

All Services which can be ordered need to be assigned to ALM_CAT category. This category can be also structured with sub categories.

Following Service Catalog categories are prepared as an example:

 Hierarchy StructureCategory ID Comment 
 ALM_CATCatalog Items Top level category for all Services 
 ALM_CAT_EMPLSERV Employee ServicesSub category 
  ALM_CAT_ITSERV IT ServicesSub category 
  ALM_CAT_TRAIN TrainingsSub category 

Steps:

Run transaction SM_CRM and login with SOLMANPRO business role as a Service Catalog administrator. Click on 'Master Data'.

Search for 'Product Hierarchies'. 

Open hierarchy 'ALM'.

Navigate to category ALM_CAT and create new entries representing sub categories. The end users are able to search for offered Services within those categories.

4.3 Define Service Products

In this step, Service Products (Service Packages with dedicated Sub Services) will be created. One of the Service Products will be assigned to the newly created ALM_CAT_EMPLSERV category to show it in the ITSM Service Catalog. A good example would be to create a Service for hiring a new employee. This new employee would need a user account, a notebook and then a license for the software on the laptop. To setup this scenario you will need to create the following Services:

Service IDService Name Base CategoryItem Category GroupBase UnitDescription
S_0001 Create System User

SRVC_COMP

ALM_CAT_ITSERV***

SMSC - ITSM ServicePC - Piece

Sub Service of Service Package SP_0001 which is executed by a dedicated Service Request.

Service Item can be also ordered separately as it is assigned to an ALM_CAT category.

S_0002Microsoft Windows 10 ProfessionalSRVC_COMPSMSM - ITSM LicensePC - PieceSub Service of Service Package SP_0001.
S_0003 Prepare NotebookSRVC_COMPSMSL - ITSM MaterialPC - PieceSub Service of Service Package SP_0001.
SP_0001 New Employee

SRVC_COMP

ALM_CAT_EMPLSERV***

SMSC - ITSM ServicePC - PieceITSM Service Package

****This allows it to be seen and ordered in the Service Catalog of SAP Solution Manager.

4.3.1 Create a new Service Product

Steps:

Run transaction SM_CRM and login with SOLMANPRO business role as a Service Catalog administrator. Click on 'Master Data'.

Click on create 'Service'.

Create a new Service Product S_0001 - Create System User. This Service can be shown/ordered in the Service Catalog as it is assigned to an ALM_CAT sub category.

Define additional Service Catalog attributes like an URL for detailed Service information or the Service costs.

Top Service Request:

  • This Service contain a favorite flag represented by a star icon and can be found easier by the end user within the Service Catalog.

Direct Service Request Creation:

  • Ordering this kind of Service is resulting in creation of a Service Request (Transaction Type: SMRQ) for the specified Service Request Category (assignment block 'Service Request Attributes') - no Service Order is created and processed.

If a Service Request Category (assignment block 'Service Request Attributes') is maintained without the flag 'Direct Service Request Creation' then first a Service Order (Transaction Type: SMSO) is created as well as a dedicated Service Request (Transaction Type: SMRQ) after approval of the Service Order. Both documents are linked together - the Service Order or parts of it are fulfilled by a Service Request.

 

Create a new Service Product S_0002 - Microsoft Windows 10 Professional.

Create a new Service Product S_0003 - Prepare Notebook. 

Create Service Product SP_0001 - New Employee to be shown/ordered in the Service Catalog and use the Service Products already created as components. This Service Product is representing a Service Package with 3 Sub Services.

Define additional Service Catalog attributes like an URL for detailed Service information or the Service costs.

As this Service is describing a Service Package the flag for 'Direct Service Request Creation' is not applicable.

In case that the requestor has to provide additional information required for an adequate Service delivery, advanced questionnaires can be assigned. In this example, an existing questionnaire is assigned (how it is created is presented later on).

Sub Services of the Service Package are assigned in assignment block 'Dependent Components'. 

4.3.2 Create a new Service Questionnaire

Questionnaires can be assigned to Service Products which can be filled out by the requestor during the Service ordering process.

Steps:

Run transaction SM_CRM and login with SOLMANPRO business role as a Service Catalog administrator. Click on 'Service Operations' and create a new 'Survey'.

Define the 'Survey Details' and 'Scenario' settings.

Define the values for 'Data Storage'.

Maintain the content for the questionnaire (information that have to be provided by the requestor).

5. Use Cases

5.1 Perform a Service Order 

5.1.1 Order a Service Package via the Service Catalog

In this step, defined Service Products (Service Packages with dedicated Sub Services) are ordered by an end user.

Steps:

Run transaction SM_CRM and login with SOLMANREQU business role as an end user. Click on 'Service Catalog'.

Category filter 'All' displays all Services which have been assigned to the categories ALM_CAT or ALM_CAT_* (sub categories).

The star icon displays the favorite Services (flagged as 'Top Service Request') which allows an easy column filtering in a Service Catalog with lots of offered Services.

In case that an URL for detailed Service information has been maintained then it can be called via link 'Show Details' in column 'More Details'.

The column 'Direct Service Request' is describing that a Service Request is directly created without preceding Service Order. Normally, this information is not relevant for an end user as the end user is not interested in how the ordered Service is realized from technical point of view.  

The requestor has the ability to filter according to the Service Catalog categories. Those categories have been defined as ALM_CAT_* (sub categories).

After filtering for all 'Employee Services' the one is displayed which has been assigned to category ALM_CAT_EMPLSERV.

Select the Service Package and press 'Order selected'.

The Guided Procedure for Service Ordering is started. In the background the requestor's Sold-To-Party is determined automatically as well as the responsible Approver.

Define the 'Service Details' as well as some text information if required. Press 'Next' to proceed with step 2.

In step 2, an attached Service related questionnaire can be maintained. Therefor press the 'Edit' icon.

Fill out the questionnaire and press 'Save'.

A new version is created. The star icon behind the ID is describing that the questionnaire has been filled out. Proceed with step 3.

Finally, check your specified data and create a new Service Order via button 'Confirm and Send'.

A new Service Order has been created which is now available in assignment block 'My Service Orders'.

Press the link 'ID' to check the details of the Service Order.

Here you see that the ordered Service is representing a Service Package as it contains a list of Sub Service Items. The status of the package and every single item is 'To Be Approved'.

5.1.2 Order a Direct Service Request via the Service Catalog

In this step, a direct Service Request is created by an end user via the Service Catalog within the Web Self Service Portal. 

Steps:

Run transaction SM_CRM and login with SOLMANREQU business role as an end user. Click on 'Service Catalog'. Choose a Service flagged as 'Direct Service Request' and press button 'Order selected'.

This time the Guided Procedure for Service Request creation is started. Normally, the Service Request category is pre-filled (defined in the service settings - assignment block 'Service Request Attributes'). Press button 'Next' to proceed with step 2.

In step 2 Service Request specific information are displayed: 

  • Assignment block 'Service Request Data' displays UI fields that have been maintained for this particular category.
  • Assignment block 'Detailed Description' displays text information that has been maintained in form of a Service Request Template (Transaction Type: SMRT) for this particular category.

Proceed with step 3. 

Finally, check your specified data and create a new Service Request via button 'Confirm and Send'.

A new Service Order has been created which is available in assignment block 'My Service Requests'.

Press the link 'ID' to check the details of the Service Request.

The overview page of the Service Request is displayed.

5.2 Process a Service Order 

In this step, a Service Order is processed by an Approver. 

Steps:

Run transaction SM_CRM and login with SOLMANPRO business role as an Approver. In the home screen widget 'My Messages - Assigned To Me' all the Service Orders are displayed in which I have been entered as the Approver. Press the link 'ID' to open the overview page.

You have the possibility to approve the whole Service Package or single Service Items. In case that the whole Service Package is approved the status of all Sub Services is changing accordingly.

Set the status of the Service Package to 'Approved' and if wanted to 'In Process'.

After providing the approval dedicated Service Requests are created and displayed in assignment block 'Transaction History'. In this example a new Service Request is created for Service Item 'Create System User' as a Service Request category has been maintained in the Service settings (assignment block: Service Request Attributes). 

 

Press the 'Transaction' link to open the overview page of the connected Service Request.

In this example, we assume that the Service Request 'Password Reset' has been finished.

Press button 'Back' to check the Service Order again. With closing the Service Request the dedicated Service Item is switching to status 'Completed'.

Finish all the other Service Items.

6. Additional Information

6.1 BADI's

6.1.1 ORDER_SAVE

This BADI will update Service Order product line item to status 'Completed' if the Service Request status is 'Completed' (system status I1005) and the line item had been approved.

6.1.2 CRM_ORDER_STATUS

In the implementation AI_CRM_STATUS_RELE, the ability to set the status of the Service Product line item to approved (system status Release I1004) is based on the partner function SMSO001 (ITSM Approver). This is based on the BP relationship Employee Responsible for a Sold-to-Party business partner. 

 

6.2 Service Order Status Profile

Status Profile 'SMSO0001'.

E* status values.

SPRO activity 'Specify Status Mapping for Customer Status Profile'.

6.3 PPF Action for Service Request Creation

A PPF action of status profile 'SMSC_ACTIONS' is responsible for creating a Service Request for a Service Item classified as SMSC (ITSM Service Request) category.

The processing parameter contains the Transaction Type to be created.

6.4 Important Notes

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