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Service Level Management - The ITIL Process in SAP Operations
This new guide describes the implementation of Service Level Management with SAP technology. Developed from the practice of SAP Global Support, this invaluable guide provides readers with missioncritical background information on Service Level Reporting and provides exclusive tips for establishing sensible Key Performance Indicators in SAP operations.
In addition, an entire chapter is devoted to providing extensive practical guidance for the implementation of these requirements, using SAP Solution Manager 4.0.
Introduction ... 5
1. Service Level Management ... 7
... 1.1. Basic Principles of Service Level Management ... 8
... 1.2. Service Level Management and ITIL ... 11
... 1.3. Defining Requirements ... 14
... 1.4. Limits of ITIL ... 16
2. Service Level Management in Practice ... 17
... 2.1. Maturity Stages of Service Level Agreements ... 17
... 2.2. General Conditions ...17
... 2.3. Organizational Structures ... 19
... 2.4. Service Level Management Team ... 21
... 2.5. Business Processes and the System Landscape ... 22
... 2.6. Tasks in System Operation ... 25
... 2.7. Key Performance Indicators ( KPIs ) ... 25
... 2.8. Frequent Errors and Potential Problems in an SLA ... 26
3. Service Desk ... 27
... 3.1. Integrated Support Processes ... 27
... 3.2. Incident Management and Problem Management ... 28
... 3.3. Change Management ... 29
... 3.4. Agreements and Reporting on Support Processes ... 30
4. Technical Influencing Factors ... 31
... 4.1. Factors for Defining SLAs ... 31
... 4.2. Monitoring ... 35
5. Possible KPIs for SAP ... 39
... 5.1. From the Business Process to the KPIs ... 39
... 5.2. Technical KPIs ... 40
6. Service Level Reporting ... 45
... 6.1. Creating Service Level Reports ... 45
... 6.2. SAP Solution Manager ... 45
... 6.3. Connecting the Satellite Systems ... 48
... 6.4. CCMS Enhancement Options ... 51
... 6.5. Autoreaction and Notification Methods ... 53
... 6.6. Data Structures in SAP Solution Manager ... 54
... 6.7. Solution Monitoring ... 58
... 6.8. Service Level Reporting in SAP Solution Manager ... 64
... 6.9. Evaluations in Solution Reporting ... 73
... 6.10. Enhanced Data Collection Techniques ... 76
7. Conclusion ... 79
Sources and Further Reading ... 81
Index ... 83
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