Sap Solution Manager Business Process Monitoring Of A Sap Crm Solution

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

[ 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

[ 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


[ 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.

[ What We‟ll Cover …
 BPM Pilot Project: Deductions Management
 Solution Manager
 E2E Solution Operations
 Business Process Monitoring - CRM
 Wrap-up


[ 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


[ 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


[ 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.

[ 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

[ 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


[ 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


[ 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


[ 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


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

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

[ 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


[
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


[ 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.


[ 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!!!


 Wrap-up


[ 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

[ 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.

[ 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

 Wrap-up


[ SAP Standards for E2E Solution Operations
Implementation of Solution Monitoring
SAP solutions  System monitoring
 SAP methods & tools  Business process monitoring
 Global rollout  Central system administration
 Customizing sync.  EarlyWatch Alert / SLAs
 E-learning mgmt.  Solution reporting
 Test management

Service Desk
Upgrade of CORE  Manage Incidents
SAP solutions BUSINESS  Problem Management
 Manage Service
 SAP methods & tools PROCESSES Connections
 E-learning mgmt.  Integration of
 Test management 3rd-party help desks
 Root Cause Analysis
Change Request
Management
 Manage regular and urgent corrections Delivery of
 Manage hot news notes SAP Services
 Manage support package stacks  Onsite/remote delivery
 Issue Tracking
© SAP 2007

[SAP shares world class support know-how
SAP Standards for Solution Operations
bring E2E Solution Operations to you!

Solution Operations Standards
 Define mission-critical operations processes
 Provide Best Practices and Implementation Roadmaps
 Based on a general organizational model
 Trainings/Certifications are available
The standards allow you to:
 Increase business process availability
© SAP 2007
 Improve data consistency and transparency
 Strengthen business process performance
 Ensure maintainability and upgradeability of your solution
landscape

[ 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


[ 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


 Wrap-up


[ Starting Point for Business Process and Interface
Monitoring concept
Phases of a Software Implementation Project

Technical Technical and Cutover Operations
Strategic
and Integration Operations and Start of and Continuous
Framework
Design Implementation Production Improvement

Define and
Implement the
Create Start Continuous
Monitoring
a Monitoring Monitoring Improvement
Concept
Concept

Ideal Starting Point:
Creation of Monitoring concept started during the “Technical and Integration Design”
phase of implementation project

Later Starting Points:
Establishing a Business Process and Interface Monitoring concept can be started during
a later phase at any time during the productive operation of the business processes.

Real Experience. Real Advantage. © SAP
2008 /

[ 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


[ Activity Management
Purpose
Activity Management supports the sales and service process in all phases and provides
information about all activities carried out to serve the customer.
This scenario supports a sales process with various types of activities and tasks.

Benefits
Complete interaction history for Customer
Complete integration with all CRM processes
Evaluation and management of activities and relationships
Effective tasks and time management
CRM calendar integration
Groupware calendar integration (Lotus Notes or Outlook)
Prioritization of dates and tasks
Team selling supported

Business Roles Sales Manager Sales Employee

© SAP 2007 / Page 32 2008 /

[ 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


[ 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


[ 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


[ 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

[ Rule Based Monitoring of Events
Operations can be messaged when response time goes red

Monitoring on specific transaction codes is also available.


[ 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

[ 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

[ 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


[ 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

[ 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


[ 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

[ 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)
 Who is the Consumer of the Information?
 End Users Prefer CRM Analytics and BI
 IT Analyst and Technical Administrators Prefer Solution
Manager


 Wrap-up


[ 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


[ 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

[ 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,


[ Resources – SAP Solution Manager 2009 Edition
 Complete reference to SAP
Solution Manager, by Marc O.
Schäfer and Matthias Melich (SAP
Press)
 Concept of SAP Solution Manager and
its strategic importance for application
management and cooperation with a
strong reference to ITIL
 Comprehensive approach to the
complete portfolio along the lifecycle
(all functions, tools, and processes,
including third-party integration)
 Detailed customer field-reports deliver
insight into first-hand, practical
experience
2008 /

[ Resources – SAP IT Services & Application
Management
 Pocket guide on SAP‟s ITIL
adaptation, by Liane Will and Sabine
Schöler
(SAP Press)
 Adaptation and enhancement for
requirements of SAP operations according
to the ITIL standard, particularly for
application management processes and
integration processes between IT Service
and
application management
 SAP tools and services supporting the
implementation of processes
 Reference to the optimization of business
German edition, March 2006 management in the environment of
ISBN: 3-89842-795-1
English edition, June 2006 ISBN-10: 1592290949
SAP landscapes © SAP
2008 /

[ 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


[ 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

[
 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


Sap Solution Manager Business Process Monitoring Of A Sap Crm Solution

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