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

SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2 Version 0.1 September 21, 2015 Internal SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 2 TABLE OF CONTENTS 1 GENERAL INFORMATION ............................................................................................................... 3 2 PREREQUISITES .............................................................................................................................. 3 2.1 SAP Solution Manager Installation ................................................................................................ 3 2.2 BW Source Strategy for SAP Solution Manager........................................................................... 3 2.3 User/Authorizations ......................................................................................................................... 5 2.4 SOLMAN_SETUP Basic Configuration .......................................................................................... 6 2.4.1 Step 3.1 Confirm SAP BW ................................................................................................................. 6 2.4.2 Step 3.2 Maintain Users .................................................................................................................... 7 2.4.3 Step 3.3 Enable SAP BW .................................................................................................................. 8 2.5 SOLMAN_SETUP ITSM/Change Control Management Configuration ....................................... 8 2.5.1 Check Prerequisites ........................................................................................................................... 8 2.5.2 Configure BW Reporting .................................................................................................................... 9 2.5.3 Define Extraction Settings ............................................................................................................... 10 2.5.4 Choose Transaction Type for Reporting .......................................................................................... 11 3 ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ........................................................ 12 3.1 Configuration ................................................................................................................................. 12 3.2 Customer own fields ..................................................................................................................... 12 3.3 Usage .............................................................................................................................................. 12 3.3.1 Analytics Tools ................................................................................................................................. 12 3.3.2 View Tiles......................................................................................................................................... 14 3.3.3 Define Global Filter (Filter on Calendar Week)................................................................................ 17 3.3.4 Customizing Your Own ITSM BI Reports ........................................................................................ 17 4 KNOWN ISSUES AND LIMITATIONS ............................................................................................ 22 5 FURTHER INFORMATION ............................................................................................................. 22 5.1 Documentation ............................................................................................................................... 22 5.2 ITSM wiki in SDN ............................................................................................................................ 22 5.3 Security Guide ............................................................................................................................... 22 5.4 RKT ........................................................................................................ Error! Bookmark not defined. 5.5 Helpful SAP Notes ......................................................................................................................... 22 SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 3 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. The descriptions in this document are based on a SP01 system. 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 SM 200 SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 4  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. SM 200 SM 300 SM 200 BW SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 5 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. SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 6 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 SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 7 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. SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 8 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 prepares 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. SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 9 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. SAP ITSM & CHANGE CONTROL MANAGEMENT ANALYTICS ON SAP SOLUTION MANAGER 7.2 Internal 10 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 uploads/Management/ itsm-guide.pdf