Mobile IT Service Management on SAP Solution

Manager
for Incident Management and Change Request Management
2012 SAP AG. All rights reserved. 2
Simplified User Interaction
Goal:
Ease the user interaction for the end user by extracting only the information needed for the task he is currently
working on.

Communicate online with your IT support backend system.

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ITIL compliant Incident & Problem Management process
Problem Management
Create
Incident message
Analysis
Search
solutions
& Dispatch
Lock incidents
Deep issue
investiga-
tion
Provide solution &
Update Incident(s)
Multiple
inbound
channels
Incident Management
Handover
to Problem
Mgmt.
Problem
message
-optional-
Create
Knowledge
Article
-optional- Create
notifications
-optional-Create
tasks
Handover to
Change
Mgmt.
Create
Request for
Change
IT Experts
Business User IT Support
1st Level
IT Support
2nd Level
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SAP IT Incident Management
Employees need to be able to create IT related incident messages easily without
having to log-on to SAP Solution Manager
Creating an incident messages for IT assets like printers can best be done at the
time and place of the problem identification

Role: All employees
Target Segment: All LOB
Version: 1.0
Planned Availability: 11/2012
Prerequisites: SAP Solution Manager 7.1 SP6
Mobile Device Support: iOS 5.0, 6.0
SAP Mobile Business Impact
Typical Business Challenges
Capabilities
Facts & Figures
With the SAP IT Incident Management mobile app for iPhone and iPad, all
employees can initiate and follow up on their incident messages anywhere and
anytime.
This app connects to the SAP Solution Manager IT Service Management solution
and allows end users to create and edit incident messages right from their iPhone
or iPad.



Create incident messages
Attach photos to your messages
View the processing status of your incident messages
Reply to and confirm your incident messages


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One central process to control change execution
Change Transaction
Create
request for change
Approve / Reject
Request
Process
Request
Execute & document Change
Test
Change
Request for Change
Handover
to Execution
Create
Change
Trans-action
Confirm
Change
Requester Change Manager Approver Change Manager
Tester Requester
Notification
via
Workflow
SAP and non-SAP
Changes
Technical & non Technical
Changes
IT Assets Admin Tasks
Change Request Management
supports all types of changes
System Landscapes
Developer & IT Staff
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SAP IT Change Approval
Change Managers need to judge and decide on requests for change
Critical information is often not available when needed, delaying the approval
workflow

Role: Change Manager
Target Segment: IT Organisation
Version: 1.0
Planned Availability: 11/2012
Prerequisites: SAP Solution Manager 7.1 SP6
Mobile Device Support: iOS 5.0, 6.0

SAP Mobile Business Impact
Typical Business Challenges
Capabilities
Facts & Figures
With the SAP IT Change Approval mobile app, change managers can approve and
follow up on their requests for change anywhere and anytime.

This app connects to the SAP Solution Manager application management solution and
allows end users to approve and reject requests for change right from their iPhone or
iPad.


Approve and reject requests for change and enter comments
Display all requests for change to which you are assigned as a change manager
Display the processing status of your requests and sort them by status, priority, and
date
Display detailed request information, such as, scope, assigned approvers, text log,
and attachments


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General Device API
The General Devices API is a new interface for external tools to communicate easy with
the SAP Solution Manager.
It can be used to communicate with a 3rd party system or as an interface for mobile
applications.
Customers could build their own mobile apps using these APIs
This web service interface is not substituting the Service Desk 3rd party interface for
ticket exchange !
The WebService contains functions to
list, read, update and create messages.
trigger PPF actions
read customizing and
search for business partner
and ibase components.

Solution
Manager
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Deployment Scenarios for SAP Solution Manager Mobile Apps
The SAP Solution Manager Mobile Apps offer the right deployment scenarios to match your individual
mobile strategy and maturity level:
Minimum effort for getting the mobile SAP Solution Manager apps up and running in an intranet fashion
1-Click Activation of already installed local SAP NetWeaver Gateway & necessary services
Direct Access from the Mobile App to SAP Solution Manager

Full integration into an already deployed SAP Mobile Platform*
Run all kind of mobile apps accessing multiple SAP backend systems
Open up your mobile scenarios for secured internet access and higher scalability

* Not included in SAP Enterprise Support, additional licenses required
2012 SAP AG. All rights reserved. 9
SAP Solution Manager Mobile App
Consumption under SAP Enterprise Support
SAP Solution
Manager 7.1 SP6
Application Lifecycle
Management &
RunSAP Apps
w. Gateway
The SAP Enterprise Support agreement s usage rights include:
SAP delivered apps for mobile ALM scenarios
SAP NetWeaver Gateway runtime components and services for use with these apps

The consumption model for SAP Solution Manager mobile apps based on these usage
rights looks as follows:
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SAP mobile infrastructure
Possible Backbone connection
Alternative A - Sybase Unwired Plattform :
Development and deployment of native mobile apps.
Efficient operations of mobile solutions
Online & Offline Apps
Request-Response & Push notifications
Mobile SDK (iOS, Android, Blackberry)
Onboarding of Users
Single Sign On
Afaria Mobile App Governance
Alternative B - SAP NetWeaver Gateway direct:
Interface Layer for SAP Business Suite based on open
industry standards REST, OData, ATOM
Only Online Apps
Protocol Transformation RFC, BAPI, WS to REST
Service Adaptation
Tools for Service Provisioning
Mobile device
SAP Solution Manager
SAP NetWeaver Gateway
Sybase
Unwired
Platform

Adapter
Apps
(native)
SDK OData
B A
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Supported Mobile App Consumption Models based on
Sybase Mobile Platform*
SAP Solution
Manager 7.1 SP6
Application Lifecycle
Management &
RUNSAP Apps
Central
Gateway
Business Suite
Other Backend
w. Gateway
Access via local Gateway
Access via central Gateway
SUP*
DMZ
Sybase
Relay Server*
LAN Internet
* Not included in SAP Enterprise Support, additional licenses required
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Managing and Securing
the Device Life Cycle
Managing and Securing with Afaria
in Sybase Unwired Plattform
Application
Management

Self Service
Portal
End-to-End
Security
Data Loss
Prevention

Telecom Expense
Management
Governance
Fragmentation
B.Y.O.D.
Mobile
Applications
iOS 4
iOS 5
Asset Tracking
Process Automation
Device Employee IT
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SAP Solution Manager Mobile Apps
mobile App Portfolio
SAP IT Incident Management
Offering access to the Solution Manager Incident
Management in order to view and create incidents

SAP End User Experience Monitoring
Offering a view on the performance on the client side for
remote locations

SAP System Monitoring
Offering monitoring capabilites for the technical system
landscape

SAP IT Change Approval
Offering the possibility to view and approve / reject all change
requests assigned to the user

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Prerequisites & Additional Information
Prerequisites
SAP Enterprise Support or higher
SAP Solution Manager 7.1 SP6
Basic & Scenario configurations ( SOLMAN_SETUP Wizard)
Activated SAP NetWeaver Gateway on SAP Solution Manager or Central SAP NetWeaver Gateway
Optional Sybase Unwired Platform
Maintenance & Support
Non-periodical updates per App --> automatic notifications via Apple and Google Store
Error messages via SAP components (MOB-APP-SMG)

More information:
Apps: http://store.sap.com
Help: http://help.sap.com/sm-mobileapps




Contacts
David Birkenbach
Solution Management SAP ITSM
IT Incident Management

SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf

david.birkenbach@sap.com

Tobias Hauk
Solution Management SAP ITSM
IT Change Approval

SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf

tobias.hauk@sap.com