sla management v14 final

SLA Management Applicable Releases: SAP Solution Manager 7.1 SPS 05

SAP Solution Manager Scenarios: Incident Management

SLA Management

SLA Escalation

SLA Monitoring

SLA Reporting

Version 1.0 July 2012

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Document History

Document Version Description

1.00 First official release of this guide

0.4 Document Approval

0.3 Second Review

0.2 First Review

0.1 Document creation

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Recommendation or Tip

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Table of Contents

1 INTRODUCTION ............................................................................................................................... 5 1.1 IT Service Management Overview .................................................................................................. 5 1.2 SLA Management Overview............................................................................................................ 6 1.3 Additional Information .................................................................................................................... 7 1.4 Terminology ..................................................................................................................................... 8 1.4.1 IRT ..................................................................................................................................................... 8 1.4.2 MPT ................................................................................................................................................... 8 1.4.3 Service Profile & Response Profile .................................................................................................... 9 1.5 Visualization of relevant SLA Times in Web UI ............................................................................ 9 1.5.1 Assignment Block Details ............................................................................................................... 9 1.5.2 Assignment Block Service Level Agreement ................................................................................ 10 1.5.3 Assignment Block Dates ............................................................................................................... 12 1.6 Concept of IRT & MPT Calculation .............................................................................................. 13 1.6.1 IRT & MPT Calculation .................................................................................................................... 14 1.6.2 IRT & MPT Recalculation ................................................................................................................ 15 1.6.3 Manual Re-Definition of IRT & MPT ................................................................................................ 16

2 SLA CONFIGURATION .................................................................................................................. 17 2.1 Solman Setup ................................................................................................................................. 17 2.2 Required Corrections .................................................................................................................... 17 2.2.1 Note 1674375 Maintain entries in CRMV_SRQM_DATSTA ........................................................ 18 2.3 SLA Management IMG Activities .................................................................................................. 19 2.4 Service Profile ................................................................................................................................ 20 2.5 Response Profile ........................................................................................................................... 22 2.6 Settings for Durations ................................................................................................................... 24 2.7 Customer Time Status ................................................................................................................... 24 2.8 IRT & MPT Status Warning and Exceeded ........................................................................... 26

3 SLA DETERMINATION ................................................................................................................... 27 3.1 SLA Determination Possibilities .................................................................................................. 27 3.2 SLA Determination Procedure & Access Sequence .................................................................. 30 3.3 Use Case Scenarios ...................................................................................................................... 34 3.3.1 Standard SLA Management for Incidents ........................................................................................ 34 3.3.2 SLA Management by Multilevel Categorization ............................................................................... 37 3.3.3 SLA Management for IBase Components ....................................................................................... 41 3.3.4 SLA Management for IT Elements .................................................................................................. 43 3.3.5 SLA Management according to different Customer SLAs ............................................................... 45 3.4 Test Use Case Scenarios .............................................................................................................. 46 3.5 Additional Functionalities for VAR Scenario .............................................................................. 47 3.5.1 VAR: COMP_AUTO ......................................................................................................................... 47 3.5.2 VAR: Incident Priority Level 1 & Out of Calling Hours ..................................................................... 48

4 SLA ESCALATION ......................................................................................................................... 49 4.1 Concept of SLA Escalation ........................................................................................................... 49 4.2 Maintaining SLA Actions .............................................................................................................. 49 4.3 Schedule SLA Escalation Background Job for triggering Email Notifications ....................... 53 4.4 Activate SLA Escalations .............................................................................................................. 56 4.5 Email Notification .......................................................................................................................... 57

5 SLA REPORTING & MONITORING ............................................................................................... 58 5.1 Standard ITSM Monitoring ............................................................................................................ 58 5.2 ITSM BW Reporting ....................................................................................................................... 60 5.3 ITSM BW Dashboard ..................................................................................................................... 62 5.4 Interactive Reporting ..................................................................................................................... 63

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1 INTRODUCTION

A service-based SLA (Service Level Agreement) is used to agree modalities of the provisioning of services between different parties (generally a service deliverer and a service consumer). Such SLA modalities include for example content and scope of services guaranteed within certain tolerance limits for certain sizes within a predefined time frame. The following chapter gives an overview about the concept of SAP Solution Managers SLA Management representing a part of the IT Service Management platform. Furthermore, the terminology used in this specific area is introduced for a better understanding. 1.1 IT Service Management Overview The SAP Solution Managers IT Service Management represents an ITIL compliant and certified management tool supporting the business processes that enable you to run every aspect of your service desk operations from managing incidents and problems based on service level agreements, to properly implementing infrastructure changes to eliminate any negative user impact. The ITSM platform is integrated in all Application Lifecycle Management processes of SAP Solution Manager, in any SAP Business Suite solution and could be connected to a non-SAP Help Desk application. Furthermore, it includes follow up activities like Change Management and Root Cause Analysis.

SAP Solution Manager s ITSM integrations

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1.2 SLA Management Overview The SLA Management is off the shelf integrated within the SAP Solution Manager IT Service Management and is available after successfully performed system preparation, basic configuration as well as ITSM basic setup. It interacts directly with ITSM Incident Management representing a comprehensive service point which enables a centralized incident and issue message processing in multiple organization levels. The ITSM offers a communication channel with all relevant stakeholders of an incident, such as business user, SAP Service & Support and Partner Support employees. The SLA Management allows managing and monitoring various defined Service Level Agreements. After activating and properly configuring this feature, the system is able to automatically alert responsible Service Desk Employees, whole Support Teams or IT Service Mangers in case that defined response and solution times of incident messages are violated. This is especially necessary to make sure that messages are processed within the defined period of time as contracted between both parties. By setting up the SLA Escalation Management mechanism the system monitors when deadlines defined in the SLA parameters have been exceeded in the service process and which follow-up processes would be triggered. For example, email notifications will be sent to upper levels in the Service Desk organization like to responsible IT Service Managers to inform them immediately about expiration of deadlines and SLA infringements. Thereby, IT Service Managers are only involved in the ticketing process when it is really necessary. Powerful Monitoring and Reporting functionalities support IT Service Managers to get a summarized overview about all ongoing incident messages in their department and to fulfill their key performance indicators (KPIs) as well as to prevent SLA infringements in the future (trend analysis). Finally on business side, an introduced SLA Management helps to increase the customer satisfaction and to minimize losses resulting from SLA complaints for example in a Service Provider scenario. This guide is about the fundamental configuration of SLA Management containing several steps. The following topics are handled by this document:

Creation of Service & Response Profiles

General configuration of SLA Management

Definition of the SLA Determination Procedure for various use case scenarios

How to set up the SLA Escalation functionality including the configuration of email notification

Description of SLA specific monitoring and reporting capabilities

Functionalities of SLA Management

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1.3 Additional Information Detailed guides in regards to ITSM configuration can be found at http://service.sap.com/instguides Sap Components SAP Solution Manager Release 7.1 6 Additional Guides

Additional installation guides for Solution Manager 7.1

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1.4 Terminology Within this section the most relevant terminology is described. 1.4.1 IRT The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA. This is realized via the First Response By timestamp which clarifies until what point in time the processors reaction on the created incident has to be performed at the latest. When the processor starts processing the incident then it is enriched with the timestamp First Reaction for actual first reaction by the processor.

Please note that the IRT will be recalculated in case that the incident priority level is changed (refer to chapter 1.6 Concept of IRT & MPT Calculation for further information).

1.4.2 MPT The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA. The MPT is realized via the timestamp ToDo By. Until this timestamp the incident has to be processed at the latest by the processor. When the incident is closed by the reporter (in the case that a newly created incident is withdrawn or a proposed solution is confirmed) then the incident is enriched with the timestamp Completed for actual incident completion.

Please note that the MPT will be recalculated in case that the incident priority level is changed subsequently or when the incident is set to a customer time status (please refer to chapter 1.6 Concept of IRT & MPT Calculation for further information).

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1.4.3 Service Profile & Response Profile Within a Service Profile the availability times of the service for incident processing are defined. The system supports any kind of scenario like 5x8 or 7x24. Multiple Service Profiles can be created for different purposes like single customers, IT Items or several Service Products. Within the Response Profile the time duration until first reaction (IRT) and until service end (MPT) is specified for every type of incident priority. The system allows also the creation of multiple Response Profiles with different priority to duration dependencies for the realization of various scenarios. 1.5 Visualization of relevant SLA Times in Web UI Relevant SLA time information of an incident message can be displayed in 3 different assignment blocks within the Web UI to the responsible message processor. Every assignment block offers different capabilities for the presentation of required information. The following assignment blocks can be chosen by the processor for presentation of SLA Times:

Details Section Dates

Service Level Agreement

Dates

Please note that in Solution Manager 7.1 SPS 05 the SLA time information of an incident message is no longer displayed to the reporter by default.

1.5.1 Assignment Block Details IRT and MPT as well as its status information are given within an incident message in the Dates section of assignment block Details. The IRT Status and MPT Status are displayed as monitor icon (green, yellow or red) and calculated in percentage. This traffic light indication with percentage information gives the responsible processor directly a quick visual overview of IRT and MPT information when searching or opening an incident.

Cut-out of Dates section Assignement block Details

The following IRT and MPT Status information can be displayed:

Green Icon:

Defined service time is not reached and agreed service level is not affected

Yellow Icon:

SLA Warning IRT Warning or MPT Warning

Defined service time is nearly reached what implicates that the agreed service level will be also affected

Red Icon:

SLA Violation IRT Exceeded or MPT Exceeded

Defined service time is exceeded

Coloring schema of IRT and MPT Status can be customized in relation to reached percentage (please refer to chapter: 2.8 IRT & MPT Status Warning and Exceeded).

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1.5.2 Assignment Block Service Level Agreement The assignment block Service Level Agreement provides a detailed overview of all relevant SLA time information. Within the section Dates and Duration the processor is able to display all SLA date / time information (by selecting Date Types) or all SLA durations (by selecting Dates and Duration) from the dropdown list Date Types. Furthermore, the assigned Service & Response Profiles are presented within the section Service Levels.

Assigment block Service Level Agreement with selection of Date Types

Cut-out of assigment block Service Level Agreement with selection of Duration Types

If the assignment block Service Level Agreement is not available by default then it can be displayed by using the Personalize functionality (pencil icon) which is located at the top right corner of incident messages menu bar. The Personalize functionality allows the adjustment of generic settings like data, time format as well as visible assignment blocks.

Cut-out of an incident message within ITSM Web UI Personalize functionality

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Select the assignment block Service Level Agreement and move it to the Displayed Assignment Blocks section (make it visible). Use Up and Down to set the order, choose Display Expanded if required and save your settings.

Peronalization Displaying SLA assigment block

Following SLA date and time information are displayed by selecting Date Types:

Notification Receipt:

When an incident message is created by the reporter the system sets the timestamp Notification Receipt" which represents the initialization of the service start.

This timestamp is the basis for all future SLA time calculations.

First Response By:

The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA. This is realized via the First Response By timestamp which clarifies until what point in time the processors reaction at the created incident has to be performed at the latest.

First Reaction:

When the processor starts processing the incident then it is enriched with the timestamp First Reaction for actual first reaction by the processor.

ToDo By:

The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA. The MPT is realized via the timestamp ToDo By. Until this timestamp the incident has to be processed at the latest by the processor.

Completed:

When the incident is closed by the reporter (in the case that a newly created incident is withdrawn or a proposed solution is confirmed) then the incident is enriched with the timestamp Completed for actual incident completion.

Customer Status Changed:

The timestamp Customer Status Changed is set every time when the processor changes the status of an incident message to a customer status like Customer Action, Proposed Solution or Sent to SAP.

This information represents at what given point in time the incident was assigned to the reporter.

It is also the basis for IRT & MPT recalculation because customer times do not affect the SLA calculation.

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Following SLA durations are displayed by selecting Date Durations:

Duration Until First Reaction:

This period of time is defined within the Response Profile and represents the basis for IRT calculation.

Based on the selected incident priority, you should see the same values as defined in the Response Profile (dependencies between Incident Priority Level and Duration Until First Reaction).

Duration Until Service End:

This period of time is defined within the Response Profile and represents the basis for MPT calculation.

Based on the selected incident priority, you should see the same values as defined in the Response Profile (dependencies between Incident Priority Level and Duration Until Service End).

Total Customer Duration:

The time duration when an incident message is assigned to the reporter (incident status is set to Customer Action, Proposed Solution or Sent to SAP) is added and visible via the parameter Total Customer Duration.

Total Duration of Service Transaction:

The time duration for the whole processing of the incident message is added and visible via the parameter Total Duration of Service Transaction.

Work Duration of Service Transaction:

The time duration when an incident message is assigned to the processor is added and visible via the parameter Work Duration of Service Transaction.

1.5.3 Assignment Block Dates The assignment block Dates represents the most comprehensive form of presenting all SLA time information. Within one single assignment block all SLA dates, times and durations are displayed.

Assigment block Dates

If the assignment block Dates is not available by default then it can be displayed by using the Personalize functionality (pencil icon) please refer to 1.5.2 Assignment Block Service Level Agreement.

Please refer to chapter 1.5.2 Assignment Block Service Level Agreement for a detailed description of all available SLA dates, times and durations.

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1.6 Concept of IRT & MPT Calculation The IRT & MPT calculation is based on the configuration performed within the Service & Response Profile as well as of the defined characteristics of the incident message (e.g. Priority). The table below presents all parameters which are involved in the calculation of IRT & MPT:

Incident Message Service Profile Response Profile

Notification Receipt

Timestamp of incident creation for initializing the service start

Priority Level

Selected incident priority level (Very High, High, Medium, Low) and change of incident priority level during processing phase (recalculation of IRT & MPT in case of Priority Level change)

Customer Time Status

Incident state changes to customer time like Customer Action, Proposed Solution or Sent to SAP do not affect the SLA calculation (recalculation of MPT in case of Customer Time Status)

Availability Times

Defined office hours of the service availability for incident processing

Off Times / Exceptions

Defined Off Times and exceptions for service unavailability

Duration Until First Reaction

Configuration of the duration until first reaction according to the incident priority level

Duration Until Service End

Configuration of the duration until service end according to the incident priority level

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1.6.1 IRT & MPT Calculation The following example is the basis for IRT & MPT calculation:

Incident Message Service Profile Response Profile

Notification Receipt

2 pm Priority Level

2 = High


None

Availability Times

Daily from 8 am to 6 pm Off Times

Daily 6 pm to 8 am

Duration Until First Reaction

Priority 2 = 8h Duration Until Service End

Priority 2 = 14h

1. The Reporter creates an incident at 2 pm with the Incident Priority Level 2 (High).

2. The system sets the timestamp Notification Receipt" which represents the initialization of the service start.

3. The system determines the right Service and Response Profile according to the specified SLA Determination Procedure (please refer to chapter 3 SLA Determination for further information).

4. Following configurations of the Service and Response Profile are taken into consideration:

Within the Response Profile the Duration Until First Reaction for Priority Level 2 is set to 8 hours.

Within the Response Profile the Duration Until Service End for Priority Level 2 is set to 14 hours.

Within the Service Profile the Availability Times are set to daily availability from 8 am to 6 pm.

The settings for Availability Times imply the Off Times configuration of daily service unavailability from 6 pm to 8 am.

In general, the offered Service Profile describes a 7x10 Support Contract (daily 10 hours).

5. Timestamps for IRT (First Response By) and MPT (ToDo By) are calculated in the following way:

IRT (First Response By) is set to 12 pm next working day (4h actual working day ending at 6 pm + 4h next working day starting from 8 am).

MPT (ToDo By) is set to 6 pm next working day (4h actual working day ending at 6 pm + 10h next working day starting from 8 am).

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1.6.2 IRT & MPT Recalculation

IRT & MPT will be recalculated in case of changes of following parameter:

Incident Priority Level

The IRT and MPT are recalculated when the Incident Priority Level is changed subsequently according to the configuration of the Response Profile (dependencies between Incident Priority Level and Duration Until First Reaction / Duration Until Service End).

Specified Availability Times, Off Times and Exceptions of the Service Profile could have also impact on IRT and MPT recalculation when changing the Priority (e.g. if the Incident Priority Level is changed to a lower priority which includes an extended amount of time for responding, then defined Off Times are taken into consideration for the recalculation).

MPT will be recalculated in case of changes of following parameter:


When an incident is assigned back to the reporter (e.g. the incident message is set to a customer time status like Customer Action or Proposed Solution by the processor) the MPT is recalculated according to the time duration how long the incident was assigned to the reporter.

Specified Availability Times, Off Times and Exceptions of the Service Profile could also have an impact on the MPT recalculation.

Please note that only MPT will be recalculated in case of changes of the Customer Time Status.

The following diagram represents the MPT recalculation according to Customer Time Status in comparison to the previously described example 1.6.1. IRT & MPT Calculation.

1. Before the MPT is reached on day 2 (in comparison to previous example 1.6.1. IRT & MPT Calculation) the incident is assigned back to the reporter by the processor for requesting further information required for an adequate solution finding.

2. The reporter required 21h for providing the information to the processor which results in a MPT recalculation.

3. MPT by timestamp ToDo By is set to 3 pm next working day (4h day 1 + 4h day 2 ending with status change to customer status + 6h day 3 starting from 11 am).

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1.6.3 Manual Re-Definition of IRT & MPT

IRT & MPT can also be adjusted in a manual way by using Select date and Time Picker functionality in the assignment blocks Service Level Agreement and Dates.

This functionality will abrogate the SLA calculation mechanism and should only be performed when the situation requires manual adoption of SLA time parameters.

Assigment block Dates Adjustment of IRT & MPT

Please note that all manual changes on SLA times will be documented in assignment block Change History which allows retracing all changes by timestamp and user name.

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2 SLA CONFIGURATION

The following chapter contains an extended description of the basic configuration of SLA Management. Required notes that should be applied before are pointed out. Furthermore the definition of Service and Response Profiles are explained in detail. Additional optional functions and adjustments are described. 2.1 Solman Setup

You have performed the basic configuration of your Solution Manager via SOLMAN_SETUP:

System preparation

Basic configuration

Managed System configuration

You have performed the IT Service Management Basic Configuration via SOLMAN_SETUP.

Customization of Transaction Types: SMIN / SMIV (probably copied to customer namespace).

The configuration of the Status Profiles of the Transaction Types relevant for the Service Desk. 2.2 Required Corrections Please apply latest version of following notes to Solution Manager SPS 04 as they are essential for SLA Management to work correctly:

1681942 - SLA: Due date not updated with customer durations

Once a message is changed from a non-relevant status (e.g. Customer Action) back to a relevant status (e.g. In Process) the appointment for Due date is not updated with the customer duration delta.

1674375 - SLA: Customer durations not applied correctly

The customer duration is correctly recorded and cumulated. Anyway, when switching back to a relevant status (e.g. "In process") the percentages for IRT and MPT increase significantly.

When switching back from a customer status to an SLA relevant status the duration should be excluded so that the consumed durations should persist.

1659388 - ITSM: incorrect SLA calculation for time zones

Your users work in different time zones. This leads to incorrect results from the calculation of SLA durations.

Internally the relevant timestamps are converted into UTC time zone. Instead of using the date and time of the currently logged on user, the corresponding system date/time are used to determine the current UTC timestamp.

1654642 - SLA Escalation before message is saved

The calculation of IRT and MPT is starting right away, even if the message has not been saved yet.

The percentages are increasing and it seems that the message will reach an escalation level without being saved.

1691338 - SLA: IRT not stopped when message is closed immediately

When saving the message with status 'Completed' right after having it saved in another status apart from 'New', the IRT percentage continues to increase until 999%.

1705846 - SLA Escalation while not responsible or available

You have defined a status in which the calculation of IRT and MPT should get paused (e.g. "Customer Action"). However, the escalation is executed although the message persists on "Customer Action".

Escalation is also happening outside of your availability times, according to the definition from your service profile.

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2.2.1 Note 1674375 Maintain entries in CRMV_SRQM_DATSTA The Note 1674375 contains manual activities in table CRMV_SRQM_DATSTA and is extremely important for a proper working of SLA Management. That is why it is explicitly mentioned in this section.

Assigment block Dates Adjustment of IRT & MPT

Symptom:

1. The customer duration is correctly recorded and cumulated.

2. When switching back to a relevant status (e.g. "In Process") the percentages for IRT and MPT increase significantly.

3. When switching back from a customer status to a SLA relevant status the duration should be excluded so that the consumed durations should persist.

Correction steps:

1. Implement the correction.

2. Once this is done, please adjust the customizing in table CRMV_SRQM_DATSTA via transaction: SM30.

3. Attached to this note you find the list of records that need to be added or deleted in the above mentioned table.

4. In case you are using a customized Status Profile in a customer namespace or even an own Date Profile please apply the changes accordingly.

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2.3 SLA Management IMG Activities The main configuration steps can be performed via dedicated IMG activities - please call transaction: SPRO and navigate to following IMG node: SLA Escalation

SAP Solution Manager Implementation Guide SAP Solution Manager Capabilities (Optional) IT Service Management (formerly Application Incident Management (Service Desk)) SLA Escalation

IMG path for configuration of SLA Management

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2.4 Service Profile The Service Profile specifies the availability times of the service team for incident processing. The system supports any kind of scenario like 5x8 or 7x24. Multiple Service Profiles can be created for different purposes like single customers, IT Items or several Service Products. Customizing Activities:

1. Choose Edit Availability and Response Times from above mentioned IMG path (2.3 SLA Management IMG Activities) or call transaction: CRMD_SERV_SLA.

2. Create a new Service Profile entry

Go to Edit Mode

Select Service Profile, click New Entries and enter a profile name

3. Maintain the Service Availability Times for the newly created Service Profile

Start the calendar form by clicking the clock icon of the related Service Profile

4. Use specific rule sets according to your needs and define Availability Times

Daily periodic Availability Times

Weekly periodic Availability Times

Monthly periodic Availability Times

Additional Availability Times

No Availability Times

2

3

1 2

1

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5. Define Variances by choosing the rule for exceptions

No Exceptions

Not on non-working days

On non-working days move to the next working day

On non-working days move to the previous working day

6. Define used Calendar for handling the exceptions

Factory Calendar

Holiday Calendar

All Days are Working Days

1

2

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Calendar definition requires a valid factory calendar. Please check and adjust this by transaction: SCAL.

Cut-out of Factory Calendar and defined Valid to dates

7. Save the maintenance by pressing the Copy button

8. Reenter the maintenance mode for creating multiple definitions of Availability Times

Copy As function for the whole Service Profile copies also all defined Availability Time settings and allows simple configuration of multiple profiles by only changing differences. 2.5 Response Profile The Response Profile defines the time duration until first reaction and until service end for every type of Incident Priority. The system allows also the creation of multiple Response Profiles with different priorities. This makes it possible to have different duration dependencies for realization of multiple scenarios (please refer to chapter 3.3 Use Case Scenarios for further information). Customizing Activities:

1. Choose Edit Availability and Response Times from above mentioned IMG path (2.3 SLA Management IMG Activities) or call transaction: CRMD_SERV_SLA.

2. Create a new Response Profile entry

Go to Edit Mode

Select Response Profile, click New Entries and enter a profile name

3. Create Indicators for Response Times

Mark newly created Response Profile and double-click Indicators for Response Times

1

3

2

1

2

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Activate Priority check box and create entries for the single incident priority indicators (1 to 4). The Incident Priority is responsible for determining the Response Times.

4. Create dependencies between Incident Priority Level and Response Times

Mark a created priority and double-click Response Times for definition of related Duration Until First Reaction (SRV_RF_DURA) as well as the Duration Until Service End (SRV_RR_DURA).

Enter required duration values for every combination

Duration Until First Reaction (SRV_RF_DURA) is responsible for calculation of IRT

Duration Until Service End (SRV_RR_DURA) is responsible for calculation of MPT

Repeat step 1 to 3 for all Incident Priority Levels

Copy As function for the whole Response Profile copies all defined settings (Priorities with related duration values) and allows simple configuration of multiple profiles by just changing differences, e.g. differences in duration values.

1

2

1

3

2

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2.6 Settings for Durations In this Customizing activity you define which combination of user status profile, user status, and date profile will be used to calculate durations for transactions. When you update the status of an incident message, the system automatically updates the date types and durations of the transaction according to the new status. For example, set the closing date when the user status is set to Completed. The Settings for Durations can be maintained by choosing the activity Define Settings for Durations from IMG path 2.3 SLA Management IMG Activities or via transaction: SM30 and table CRMV_SRQM_DATSTA.

In general, no customization for this activity is required. Default values guarantee that SLA times are properly calculated in case of incident status changes.

Please ensure that the correction 1674375 (Solution Manager SPS 04) is implemented for a proper calculation of SLA times (please refer to chapter 2.2.1 Note 1674375 Maintain entries in CRMV_SRQM_DATSTA). 2.7 Customer Time Status Customer times are specified by the user status of an incident message. Defined Customer Times Statuses do not affect the SLA calculation (MPT calculation). This mechanism should prevent mainly for SLA escalations if an incident has to be processed by another person than the processor.

The processor requires additional information from the reporter which is not included at the moment within the created message description. For an adequate processing, the incident will be commented with a request for providing additional information and assigned back to the reporter by the incident status change to Customer Action. The duration the reporter requires for enrichment of the incident should be excluded from calculation of SLA times because the processor is not able to take any influence on the time the reporter needs to provide the information (in the worst case the message is sent back to the processor and the MPT would be already exceeded). The period of time the message is on reporters side is added to the parameter Total Customer Duration and the MPT will be recalculated according to this value. Following status types are already considered by default:

Customer Action / Author Action (VAR scenario)

When the reporter has to deliver additional information like login data, screenshots, descriptions, etc.

Proposed Solution

When the reporter has to check a proposed solution.

Sent to SAP

When SAP is responsible for providing a solution or information.

Sent to Ext. Provider (VAR scenario)

When the message has to be processed by a 3rd

party.

The customization of non-default definitions could be necessary in following cases:

If customer specific incident statuses are not available in SAP Solution Manager by default.

If already included incident statuses should be considered also for MPT calculation (meaning exclude it from the list of Customer Time Status) like Customer Action should do have affect on the SLA calculation.

If not included incident statuses should be also excluded from MPT calculation (meaning add the specific incident status to the list of Customer Time Status).

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Cut-out of incident status selection in ITSM Service Desk

Customizing Activities:

1. Choose activity Specify Customer Time Status from IMG path 2.3 SLA Management IMG Activities or via transaction: SM30 and table: AISTATUS_SLA.

2. Add a data record to the list for each user status for a non-relevant (customer) duration

Go to Edit Mode

Click on New Entries

Enter the name of the Status Profile (e.g. SMIN* or SMIV*) and the Status Code (E*)

1 2

3 4

5

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2.8 IRT & MPT Status Warning and Exceeded The IRT & MPT Status Warning and Exceeded as well as the related icon color yellow and red will be triggered automatically in case that a defined threshold is reached. This threshold can be defined by the user as percentage to the overall IRT and MPT. Following IRT & MPT Status values are configured by default:

Warning in case of 60% Exceeded in case of 100%

Cut-out of IRT & MPT Status in ITSM Service Desk


1. Call transaction: SM30

2. Maintain table: AIC_CLOCKNAME

Change level of percentage of IRT & MPT Status

Please note that the SLA Escalation mechanism (especially the email notification service) is based on the defined values which are defined in this customizing step (please refer to chapter: 4 SLA Escalation).

1

2

3

4

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3 SLA DETERMINATION

The topic of SLA Determination describes the mechanism to determine automatically the proper SLA (Service & Response Profile) for a created incident message according to the information maintained in the master data. Technically, it is realized by the definition of SLA Determination Procedures and their related Access Sequence. At the Beginning of this Chapter you will find an introduction of all the offered determination possibilities by the SLA Management, followed by their application in the most common use case scenarios. Finally, additional functionalities for the VAR (Value Added Reseller) scenario are described.

Please note that in case of changes to the SLA (Service & Response Profile), existing incidents with these assigned profiles will not be updated automatically. They will be updated if one the main parameter for recalculation (e.g. Priority) is changed manually.

3.1 SLA Determination Possibilities You can determine SLAs for transactions (for example, incidents and problems) based on information maintained in the master data such as:

Service Contracts

On the one Hand a Service Profile as well as a Response Profile can be attached to a specific Service Contract. On the other hand the Service Contract can be assigned by contract determination to a created incident message. This means that both profiles will also be assigned to the incident.

Please note that currently Service Contract Determination is just recommended for upgrading purposes to SAP Solution Manager 7.1 SPS 05 to support already defined configurations. For enabling Service Contracts, the required customizing has to be performed (please keep in mind that usage of Service Contracts in SPS 05 are not supported at the moment by SAP no adoptions and tests were performed for SPS 05).

Service Product Item

A Service Profile as well as a Response Profile can be attached to a Service Product. The Service Product can also be assigned to specific master data like to the category of a defined Multilevel Categorization. In case of selecting this category during the incident creation process, the correct Service Product will be determined as well as its defined Service & Response Profiles.

Cut-out of incident creation guided procedure in ITSM Service Desk

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Reference Objects (IBase Component)

A Service Profile as well as a Response Profile can be attached to a specific IBase Component. This means, if this IBase Component is entered during the incident creation process, the related Service & Response Profile will be chosen.


Reference Objects (Objects)

A Service Profile as well as a Response Profile can be attached to a specific Configuration Item (e.g. IT Item). This means, if this item is entered during the incident creation process, the related Service & Response Profile will be chosen.


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Business Partners (Sold-To Party)

A Service Profile as well as a Response Profile can be attached to a specific Sold-To Party (e.g. a Customer). This means, if this Sold-To Party is entered to the incident (manually by the Processor or automatically by a defined rule), the related Service & Response Profile will be assigned.


BAdI Implementation

You can also use the Business Add-In for SLA Determination (CRM_SLADET_BADI) to define your own logic for determining SLAs.

IMG activity: Customer Relationship Management Transactions Settings for Service Requests Business Add-Ins Business Add-In for SLA Determination.

Cut-out of IMG activity for BAdI Implementation

Please note that the following determination options are currently available in the selection list of the Access Sequence definition which are not in scope of SLA Management (not adopted or tested to the ITSM):

Reference Objects (IBase)

Reference Objects (IBase Text Component)

Reference Objects (Product)

Organizational Units (Sales)

Organizational Units (Service)

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3.2 SLA Determination Procedure & Access Sequence This Chapter describes the general Definition of a SLA Determination Procedure and the related Access Sequence. The Access Sequence identifies where to search for the SLA and in what sequence. When first entry in the sequence met the criterion of a newly created incident than the related Service & Response Profile will be assigned directly. If the criterion is not met than next item in the sequence list will be processed and ongoing. Customizing Activities:

1. Call transaction: SPRO and choose IMG activity Define SLA Determination Procedures from IMG path for SLA Escalation (please refer to chapter: 2.3 SLA Management IMG Activities).

Cut-out of SLA Escalation IMG activity

2. Create SLA Determination Procedure

Go to Edit Mode

Create a SLA Determination Procedure by choosing New Entries

Enter a name and a description

3. Create Access Sequence

Select the newly created SLA Determination Procedure and double-click Access Sequence

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4. Define Access Sequence

Create new sequences by choosing New Entries

Build-up the sequence hierarchy according to your needs. Define a sequence number and choose your required determination option from the dropdown list (please refer to chapter: 3.1 SLA Determination Possibilities). If a new incident message is created, the system will run through the Access Sequence and every entry will be processed from top to bottom until the first criteria fulfills the condition.

In the presented example below (step 2) at first a Service Contract is checked, followed by an IBase Component and finally a Sold-To Party. If no Service Contract is assigned to the created incident message the system analyzes in the next step the IBase Component. If the reporter entered an IBase Component for which a Service & Response Profile assignment exists than these profiles are chosen and all SLA times are calculated according to the defined parameters of these ones.

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5. Assign SLA Determination Procedure to Transaction Types

In the next step the created SLA Determination Procedure has to be assigned to the Transaction Type (e.g. SMIN or ZMIN)

Call transaction: SPRO and choose IMG activity Define Transaction Types from following IMG path: SAP Solution Manager Implementation Guide SAP Solution Manager Capabilities (Optional) IT Service Management Transactions Define Transaction Types

Go to Edit Mode

Select your Transaction Type from the list (in this case ZMIN)

Double-click Assignment of Business Transaction Categories

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Select Transaction Category Service Process

Double-click Customizing header

Finally, assign your created SLA Determination Procedure to the Transaction Types Customizing Header

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3.3 Use Case Scenarios The following chapter describes the configuration steps for the most common use cases for which the SLA Management is applicable.

All steps mentioned below require proper configured Service & Response Profiles (please refer to chapters: 2.4 Service Profile and 2.5 Response Profile).

3.3.1 Standard SLA Management for Incidents Use case: This use case is addressed to customers who require a simple SLA Management without specific rules for building up a complex Access Sequence. In this case a single Service and Response Profile is created and attached to the standard Service Product Investigation.

In SAP Solution Manager 7.01 the service product was called Support Hotline. This changed in SAP Solution Manager 7.1 to Investigation to cover all CRM WEB UI related steps.

The SLA times (IRT and MPT) will be calculated for any created incident message according to the parameters set within Investigation. The Service Product Investigation can also be used as default set for SLA calculations when no previous conditions in the Access Sequence are fulfilled. In this case Investigation should be the last item in the sequence list.


1. Run Upgrade Methods

Call transaction: SE38 and execute report: COM_PRODUCT_UPGRADE

If this is executed for the first time, following message will appear

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Following message will appear if this step was already performed before.

2. Creation of Service Hierarchy and Service Product Investigation

Call transaction: SE38 and execute report: AI_CRM_PRODUCT_SETUP

Select radio-button Service

Click on button Execute

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3. Assign Service & Response Profile to Service Product Investigation

Call transaction: COMMPR01

Search for all product types and click on Service Product Investigation

Go to Edit Mode

Assign defined Service & Response Profiles to the Service Product in set type Default Values for Service Contracts

4. Define SLA Determination Procedure

Define a new Access Sequence with Service Product Item at the last sequence step. The Service Product Investigation is hardcoded in the system and will be chosen if no other determination criterion in the sequence is matched before.

For a simple SLA Management with one Service and Response Profile for all incident messages, select Service Product Item at the first sequence step.

Please refer to chapter: 3.2 SLA Determination Procedure & Access Sequence.

Usually the Service Product Investigation should be arranged as the last item in the Access Sequence so that a default Service and Response Profile is assigned to an incident message in any case. If an Access Sequence is build up with other conditions and Service Product Item is defined as first item in the list than the determination will stop always on the first step and Investigation is assigned. Thus, the system will never process another determination criterion.

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3.3.2 SLA Management by Multilevel Categorization Use case: This use case is addressed to customers who are using the Multilevel Categorization and want to have a SLA calculation based on different nodes (categories). In this case separate Service Products are created with different SLAs (Service and Response Profiles) belonging to the nodes in the hierarchy of Multilevel Categorization. In case of selecting this category during the incident creation process, the right Service Product will be determined as well as its defined Service & Response Profiles. This makes the SLA selection very powerful and several combinations can be arranged.

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1. Creation of a new Service Product

Call transaction: COMMPR01

Search for all product types and click on Service Product Investigation

Go to Edit Mode

Click Copy for creation of a new Service Product by copying product Investigation (It is also possible to create a completely new one)

Define a name and a description for the new Service Product

Assign defined Service & Response Profiles to the newly created Service Product in set type Default Values for Service Contracts as shown below

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2. Assign previously created Service Product to MLC categories

Open CRM Web UI by transaction: SM_CRM

Select Service Operations from the side menu and search for available Categorization Schemas.

Usually one active categorization schema should maintain all the following: Incident, Incident Template, Knowledge Article, Problem and Problem Template.

In this example the SAP Solution Manager default schema SAP_SOLUTION_MANAGER_TEMPLATE is selected.

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In Category Hierarchy, navigate to your category and mark the entry

Go to Edit Mode

Go to Assignment Block Service Products (use the Personalize functionality if it is not available)

Assign the previously created Service Product with attached Service & Response Profile to the specific node by clicking button New

In case that Authorization missing is selected in category 4 during incident creation process then Service Product MLC SLA with its Service and Response Profile will be chosen.


Define a new Access Sequence and enter Service Product Item to the sequence list. Other determination options can be entered additionally for completing the determination procedure with other scenarios.


In case that a category with an attached Service Product is selected during incident creation process then this Service Product will replace the hardcoded Service Product Investigation and SLA will be changed accordingly. Please refer to use case: 3.3.1 Standard SLA Management for Incidents. Otherwise, if no Service Product is assigned to a chosen category then default Service Product Investigation will be selected automatically.

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3.3.3 SLA Management for IBase Components Use case: This use case is addressed to customers who require different SLAs for specific IBase Components. For example, some components are crucial for the customers business and require different reaction and process times. In this case single Service and Response Profiles are assigned to specific IBase Components and if one of those is entered during incident creation process then the related profiles are fetched.


1. Assign previously created Service and Response Profiles to IBase Components

Open CRM Web UI using transaction: SM_CRM

Select Master Data from the side menu and search for available Installed Bases

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In Installed Base Hierarchy, navigate to your component and mark the entry

Go to Edit Mode

Go to Assignment Block Service Levels (use the Personalize functionality if it is not available)

Assign the previously created Service and Response Profile to the specific component by using the dropdown list


Define a new Access Sequence and enter IBase Component to the sequence list. Other determination options can be entered additionally for completing the determination procedure with other scenarios.


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3.3.4 SLA Management for IT Elements Use case: An organization could have different SLA contracts with their hardware suppliers for their internal IT equipment. The reaction, repair and exchange times should be defined accordingly to the importance within the companys IT landscape for ensuring business activities. For example, critical core routers should have fast reaction, repair or exchange times in case of malfunctions. The SLA Management provides the functionality to assign various Service & Response Profiles to CMDB or LMDB objects representing in this example network elements. In case of a malfunction of such an item, the internal IT department would create an incident message and enter the affected device in the Configuration Item field section. Based on this information the related Service & Response Profiles are fetched with the result that IRT and MPT are calculated.


1. Assign previously created Service and Response Profiles to Objects


Select Master Data from the side menu and search for available Objects

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Select the object for which a SLA should be configured

Go to Assignment Block Service Levels (use the Personalize functionality if it is not available)

Go to Edit Mode

Assign the previously created Service and Response Profile to the specific object


Define a new Access Sequence and enter Reference Objects (Object) to the sequence list. Other determination options can be entered additionally for completing the determination procedure with other scenarios.


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3.3.5 SLA Management according to different Customer SLAs Use case: Several Customers have different Service Level Agreements with the responsible Service Provider (Partner). If an Incident is created by a Reporter then the system automatically determines the Sold-To Party (Customer) by its system specification as well as the assigned SLA (especially the defined Service & Response Profile). This use case is mainly relevant for a VAR scenario with different SLA contracts for several customers.

Please ensure that a partner assignment between IBase Component and the Sold-To Party exists, so that the correct Customer is assigned after incident message creation (transaction: IB52).


1. Assign previously defined Service & Response Profiles to dedicated Customers


Select Master Data from the side menu and search for available Customers by clicking on Accounts

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Open the Customer for whom the Service & Response Profile should be assigned

Go to Assignment Block Service Levels (use Personalize icon if it is not visible)

Switch to Edit Mode and select dedicated Service & Response Profiles


Define a new Access Sequence with Business Partners (Sold-To Party) at sequence step 1, so that the system checks firstly after incident creation if there is a Customer assigned. Other determination options can be entered additionally for completing the determination procedure with other scenarios.


3.4 Test Use Case Scenarios Open a created incident within the Web UI and check the chosen Service & Response Profile as well as the SLA durations for the assigned Customer in assignment block Service Level Agreement. Compare the entries with your performed configuration (Access Sequence, Service & Response Profile, applied entries during incident creation e.g. Incident Priority, SAP Component, Customer, etc). Please refer to chapter: 1.5.2 Assignment Block Service Level Agreement.

Assigment block Service Level Agreement with selection of Duration Types

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3.5 Additional Functionalities for VAR Scenario Following additional functionalities for the VAR (Value Added Reseller) scenario have to be considered when setting up SLA Management as they could have an impact on the SLA processing. 3.5.1 VAR: COMP_AUTO Incidents can be sent automatically to the SAP Backbone by entering specific components during the message creation process. The automatic forwarding of messages is carried out regardless of the business hours, the customer or other criteria and is only applied when a new message is created. The status of a newly created message will be set automatically to Sent to SAP in case that the defined component criteria are met. The components for which the forwarding functionality is taking into account have to be defined previously.

COMP_AUTO functionality abrogates the SLA Management mechanism by direct forwarding of messages to the SAP Backbone.

All components starting with XX-SER are automatically forwarded to SAP by default. For components that are not supposed to be forwarded automatically, use the field name COMP_NO_AUTO and specify the components in the field value section.

Ensure that Note 1571783 is implemented if you are using Solution Manager 7.1.


1. Call transaction: DNO_CUST04 for starting the Service Desk Customizing

2. Go to Edit Mode

3. Select New Entries

4. Enter the Field Name: COMP_AUTO and add the SAP Components to the Field Value section for

which the automatic forwarding should be applied to:

Separation of several components by comma ,

Sub trees of component hierarchy by wildcard character *

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3.5.2 VAR: Incident Priority Level 1 & Out of Calling Hours Incident messages which are created outside the Calling Hours of an assigned Sold-To Party (e.g. a Customer) and have Priority 1 (High) will be automatically forwarded to the SAP Backbone. The status of a newly created message will be automatically set to Sent to SAP in case that the mentioned conditions are met.

Incident Priority Level 1 & Out of Calling Hours functionality abrogates the SLA Management mechanism by direct forwarding of messages to the SAP Active Global Support Backbone.

Please ensure that the Sold-To Partys Calling Hours have been maintained correctly in the system.

Cut-out of definition of Cal l ing Hours in ITSM Service Desk

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4 SLA ESCALATION

The following chapter clarifies how SLA Escalation is working including the configuration of the email notification service. 4.1 Concept of SLA Escalation The SLA Escalation mechanism is used to inform responsible staff like IT Service Managers immediately about expiration of deadlines and SLA infringements. In the case that an incident message reaches the calculated IRT or MPT timestamp, the systems sets the status automatically at first to Warning. If the timestamp is exceeded than the incidents status is set to Exceeded. In both cases an email notification will be triggered to defined partner functions. 4.2 Maintaining SLA Actions The email notification service is controlled via specific Actions of an Action Profile. Actions in CRM use the Post Processing Framework (PPF) which is a Basis component generating actions from the data for an application according to an action definition. From SP04 onwards the actions below are available in SMIN_STD:

SMIN_STD_SLA_IRT_ESC

SMIN_STD_SLA_MPT_ESC The main configuration steps can be performed via dedicated IMG activity - please call transaction: SPRO and navigate to following IMG node: Define Actions and Profiles

SAP Solution Manager Implementation Guide SAP Solution Manager Capabilities (Optional) IT Service Management Define Action Profile Change Actions and Conditions Define Actions and Profiles

Cut-out of IMG path for maintaining Actions

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1. Select Action Profile

Choose activity Define Actions and Profiles from above mentioned IMG path

Select the Action Profile of related transaction type (in this case it is ZMIN)

Double-click Action definition

2. Select SLA IRT Escalation Action

Ensure that the checkbox Inactive is deactivated of action SMIN_STD_SLA_IRT_ESC (in this case ZMIN_*)

Double-click action SMIN_STD_SLA_IRT_ESC (in this case ZMIN_*)

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3. Define SLA IRT Escalation Action

Check if option Schedule Automatically is activated

Check if option Partner-Dependent is activated

Define related Partner Function as receiver for emails in case of SLA Escalations.

In this case the Message Processor is selected but for example the whole Support Team by choosing SLFN003 can also be notified in case of a SLA violation.

Please note that no email notification will be sent in case of IRT or MPT threshold violation when the Partner Function Message Processor was selected and no processor is assigned to an incident message. For example this could happen when the incident is still in status New.

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Please note that sending an email to the defined Partner Function (Partner Determination for the Action) will only work when the email address is maintained correctly in the Business Partner.

Cut-out of maintining Business Partners email address by transaction BP

4. Perform step 2 to 3 also for SLA MPT Escalation Action

SMIN_STD_SLA_MPT_ESC (in this case ZMIN*)

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4.3 Schedule SLA Escalation Background Job for triggering Email Notifications For examining SLA threshold violations within incident messages a periodic batch job of the report AI_CRM_PROCESS_SLA has to be created. Please call transaction: SM36 for starting the general Define Background Job form. It is also possible to call transaction: SPRO and choose the following IMG node: Schedule Escalation Background Job

SAP Solution Manager Implementation Guide SAP Solution Manager Capabilities (Optional) IT Service Management SLA Escalation Schedule Escalation Background Job

Cut-out of IMG path for SLA Escalation


1. Define SLA Escalation Background Job

Start Define Background Job form by choosing one of above mentioned possibilities

Enter a job name and save created job

Enter report: AI_CRM_PROCESS_SLA and save again and go back (F3)

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2. Schedule defined SLA Escalation Background Job

After the job is successfully defined, now the Start condition has to be set

Click on button Immediate (activated checkbox Immediate start appears)

Activate Periodic job and click on button Period values for defining appropriate period cycles according to your needs. For example Other period was chosen for definition of a 10 minutes execution cycle.

Go back by saving your changes in every step.

It is recommended to define the SLA Escalation Background Job on a periodic basis to ensure that SLA threshold violations are discovered in near real time for protecting on possible SLA infringements.

Increase the period, depending on the frequency of messages.

3. Release newly created SLA Escalation Background Job

Press Save and the job status will be set to Released

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A variant can be defined for the report AI_CRM_PROCESS_SLA

Clean-up trigger tables and Rebuild Index mechanism should be performed from time to time or if necessary for improving the performance (e.g. removal of obsolete entries).

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4.4 Activate SLA Escalations Finally, the SLA Escalation mechanism has to be enabled by following customization step. Customizing Activities:

1. Choose activity Activate SLA Escalations from IMG path 2.3 SLA Management IMG Activities or call transaction: DNO_CUST04

2. Activate SLA Escalations

Go to Edit Mode

Set the attribute SLA_ESCAL_ACTIVE to 'X'

If there is no such record, then select New Entries and enter following values to Field Name SLA_ESCAL_ACTIVE and Field Value X

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4.5 Email Notification In case that all previous described configuration activities were performed probably, email notifications will be sent automatically by following IRT and MPT status conditions:

Warning

Exceeded

Cut-out of IRT & MPT Status in ITSM Service Desk

A default email will be sent with following parameter:

In case that IRT is impacted (incident status Warning or Exceeded)

Subject: Transaction: First Response Exceeded

PDF attachment with the same file name like the subject

In case that MPT is impacted (incident status Warning or Exceeded)

Subject: Transaction: Completion Exceeded

PDF attachment with the same file name like the subject

Please ensure that your SMTP server is configured correctly by using transaction: SCOT.

Example of a PDF document which have been send:

Own layout (attributes, text fields, etc.) can be defined by the creation of a specific SMARTFORM.

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5 SLA REPORTING & MONITORING

The following chapter handles an introduction about the reporting and monitoring capabilities of SLA parameter. For example this could support IT Service Managers to get a summarized overview about all ongoing incident messages in their department and to fulfill their key performance indicators (KPIs) as well as to prevent SLA infringements in the future (trend analysis). 5.1 Standard ITSM Monitoring The ITSM includes an integrated monitoring functionality which can be used to list all incidents according to specific IRT and MPT parameter.

The following example explains how the Standard ITSM Monitoring can be used to present all incidents which are in status MPT Warning. Thus, the IT Service Manager gets a quick overview of all endangered SLAs:

1. Open CRM Web Client UI using transaction: SM_CRM

2. Select Incident Management from the side menu

3. Click on Incidents within the Search section

4. Start incident search with certain parameter:

Status = MPT Warning

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5. The Result List contains all incidents which match the filter criteria

6. Click on button Open Chart to display the result in a pie or bar chart.

7. Move the mouse over a subset

Amount of incidents belonging to this subset is displayed

Click on this subset for presenting all related incidents in the Result List

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5.2 ITSM BW Reporting The ITSM BW Reporting is just described very roughly in this chapter as it is described more in detail (prerequisites, general setup, customizing activities, terminology explanation, etc.) in the ITSM Analytics guide.

This guide can be found at the SAP Service Marketplace:

http://service.sap.com/instguides

Installation & Upgrade Guides Sap Components SAP Solution Manager Release 7.1 6 Additional Guides

The following example shows how SLA relevant reports of ITSM BW Reporting can be presented:

1. Open Web Client UI with transaction: SM_CRM


3. Click ITSM BW Reporting within the Reports section

4. Choose SLA from Incidents tab for creation of SLA relevant reports and define the time period for which the data should be presented within the report

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5. SLA relevant report with IRT and MPT information is created

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5.3 ITSM BW Dashboard SAP Solution Manager 7.1 offers a dashboard framework with a set of predefined standard apps. The dashboard apps are fully configurable and can be customized to customer requirements. They present data coming from BW of SAP Solution Manager as well as the status of individual KPIs for monitoring and optimization purposes. Starting ITSM BW Dashboard:

1. Open CRM Web Client UI using transaction: SM_CRM


3. Click ITSM BW Dashboard within the Reports section

Following SLA relevant ITSM BW Dashboard is currently available:

Quality App for Incidents

The ITSM BW Dashboard is described in more detail (configuration, terminology explanation, etc.) in the ITSM Analytics guide.

This guide can be found at the SAP Service Marketplace:



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5.4 Interactive Reporting CRM Interactive Reporting is a wizard-based tool for quick creation of CRM-interactive real-time reports for IT Analytics Professionals. Features:

Leading edge user interface leveraging Adobe Flex

Drill down/through

Navigate to Overview pages

Export to MS Excel

Reports show real-time data

Deployment of reports to individual employees or organizations

Support of tables and graphical charts (Column Chart, Line Chart, Pie Chart, Bar Chart, Stacked Column Chart)

Easy to use creation / editing wizard with report preview

The Interactive Reporting is described more in detail (prerequisites, general setup, customizing activities, terminology explanation, etc.) in the ITSM Analytics guide.

This guide can be found in the SAP Service Marketplace:



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