The SAP Engagement and Service Delivery Work Center (Figure 1) is the central access point for SAP support staff and the starting point for providing a service. The collaboration platform contains all the tools and functionalities in an integrated environment (Web Dynpro application) of SAP Solution Manager. The main parts of the platform are the user interface with the integration of solutions, business processes and projects, a new graphic editor (JNet), overview functions, and the ability to work in a SAPGUI or browser environment.
The various views with exception of the overview in the work center have the same layout. Above a main list, a filter area allows you to filter for multiple selections. The main table contains a list with columns of information about the filtered objects. You can select an object such as an Issue or service from each list. Additional details for each object, as well as information about assigned or linked objects, if it is available, are in the details area.
Figure 1:SAP Engagement and Service Delivery Work Center
A role called SAP_SMWORK_SERVICE_DEV makes it easy for customers to assign necessary authorizations to SAP staff and to split functions in accordance with those authorizations. In the old transaction SOLUTION_MANAGER you could not split functions such as Monitoring, Message Handling, Service Delivery, and Change Request Management because they were all related to one solution, and the central authorization object was related to that solution. Now each work center has a special role and the user sees only the functions and work centers for which he or she has the authorizations. An additional feature is the ability to assign solutions depending on user authorization. If objects for one solution are selected, the context information is saved. For example, say you select an entry in the Solutions view. From there, you jump into the Issues view. If you select another view, the solution information is saved until you change a filter or select another entry in the Solutions view.
Top Issues in SAP Solution Manager describe management’s view of a general problem – for example, a steadily decreasing performance of an SAP solution over a long time period. It can contain a set of problems of a complex nature and the proposed solution for which management decisions are needed at a customer site. In general, this is the type of problem that is viewed at the management level as being critical to the success of a project, business scenario, or business process.
Top Issues can also refer to and logically group Issues. Issues can arise from the action plan (tasks) derived from a Top Issue. You can access the assigned Issues that belong to a Top Issue from within that Top Issue. This helps to ensure that problems can be tracked easily and comprehensively, which is one of the main goals of the work center. To facilitate communication between your management and management at SAP Active Global Support, Top Issues can be forwarded to SAP (unlike Issues).
Issues are created for existing or anticipated problems with a general impact on an IT solution or project. Issues in SAP Solution Manager help you to manage more complex problems than help desk messages. They allow you to document problems, organize how these problems are handled, and analyze the problem-solving process. An Issue could, for example, be the handling of a hardware capacity problem that was indicated by a weekly SAP EarlyWatch Alert report. Issues are a starting point, a tool, and a documentation medium for solving complex problems in a comprehensive and traceable manner. Issues should describe problems in detail from the time they are recorded up to when they are resolved.
An Issue can fully integrate the measures undertaken for analysis and problem solving, such as Service Desk messages or change requests. SAP Solution Manager can record which SAP services, tasks, and ordered consulting time (Expertise on Demand) were used by providing the Service Desk messages and change requests created for the Issue.
Tasks are elements within a Top Issue or Issue. They contain a recommendation or action to help solve a Top Issue or Issue. Tasks are separately accessible also separately in the Work Center to make it easier for a processor to find the tasks he is responsible for.
The work center contains SAP Delivered Services as well as Self Services. The difference is that SAP Delivered Services are delivered by SAP staff and Self Services can be performed by the customer. Therefore the term Services is used in the new version of the Work Center as shown in Figure 1.
SAP Services allows analysis of the current situation on customer systems and provides recommendations and actions to improve performance or applications. Services help solve Issues or can be the result of other services. For example, a severe problem might be identified that makes a special service such as SQL optimization necessary. The SAP Delivered Services cover the entire software life cycle, from implementation to operations, optimization, and upgrading. In general it is possible to execute SAP Services as Self Servcies. See the list of available services at the SAP Service Marketplace (http://service.sap.com/supportservices).
I hope that the above mentioned explanations are helpful to understand the manner of operation of the SAP Engagement and Service Delivery Work Center.