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 Blondie

As the Blondie song goes “One Way, or Another, I’m gonna find ya…I’m gonna get ya” – well  Solution Manager  has finally caught me.  I attended 5 days of Solution Manager classes this week.  Of course everyone needs to implement it for the Maintenance Optimizer/Support Packs, but what about the other ITIL-related processes of incident management, problem management and release management?

 

The first two days of class covered Service Desk.  During the class, we learned that most major large companies aren’t using Service Desk.  Most companies who use Service Desk use it only for SAP support and not other IT-related tickets.  Our PMO wanted to know about Service Desk XT; our instructor said it was just an interface.

 

SAP is really pushing towards using SolMan Work Centers; however many class attendees reported that the response time from SolMan work centers was slow. 

Does anyone recognize this prompt/button?

SolManWaiting

It’s a SolMan Work Center loading…for as Jim Spath provided

What I don’t like about the ABAP WebDynpro is searching for the Components whereas with service notifications within the SAPGui they are automatically populated.

I’m an end user…what SAP component am I using…and how do I search?

componentsearch

I could see if I were a heavy SAP portal user where I would want the work centers.

 

Another interesting factoid is that automatic routing to your support team based on module isn’t so automatic to set up.

 

Day 3, when the Change Request Management class began, I learned that most large companies do not create SolMan “project” projects…they use maintenance projects for large projects as well, as they find them more flexible.  One large company reported that they do not even use the test message feature.

 

There was a “push” to use SolMan work centers in the materials as well; however, the instructor raised a good point – will your key users (mainly developers and configurers) really be using work centers?  In his opinion, no, they would use the SAPGui transactions.

 

I can understand why SAP recommends using BW for report SolMan reporting; the native SolMan reports are not so easy to run and execute (SOLAR_EVAL).  The instructor explained that Solution Manager’s first name was SOLAR, hence many of the SolMan transactions begin with “SOLAR”.  Interesting fact! The SAPGui reports don’t show trends, graphs, and since there is BW Business Content for SolMan it should be a likely candidate for BI reporting.  Someone in class said there’s a “baby BI” for Early Watch diagnostics.

 

Should the Basis team be the one doing the imports into production?  The class was divided on this; the large companies said “yes” as segregation of duties was needed.

 

One large company said they would only create change requests/transports if the developer could relate it an item in their SolMan business hierarchy (I assume built by SOLAR01/02).  In my mind, I wonder if this is really going to work, but I couldn’t make any cogent arguments against this during class. It is an interesting concept and I would like to follow up with them to see if it works in practice.

 

I was a little surprised at the lack of mentions of SAP certification during class; it was splashed all over the SAP training center computer screen savers about the benefits; but no mention/discussion in class about it.

 

So at the end of the day, am I a “SolMan”? BluesBros

Well, no, not yet, but the journey has just begun.

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3 Comments

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  1. Wence Lacaze
    Hi Tammy,

    welcome to the solman club :-)), I’ve been working with Solution Manager from 2001 and is really hard to have the clear picture even for me,   I read your article and I have some personal comments that maybe helps you to understand a little more:

    …”During the class, we learned that most major large companies aren’t using Service Desk.  Most companies who use Service Desk use it only for SAP support and not other IT-related tickets,  Our PMO wanted to know about Service Desk XT; our instructor said it was just an interface. “….
    Yes,It’s true, If the companies already have a service desk tool, don’t have to much sense to change to Solman, the Best Practise  is make the integration between the 2 service Desks, that’s way Solman have the interface open to connect to any external service desk, but  If you don’t have service desk,  you can use Service Desk XT to control even the non-sap related tickets, the big difference is that you create a new Ibases content for non-sap components, and you need a extra licence :-)).

    “…I’m an end user…what SAP component am I using…and how do I search?…”
    Totally true, the interface is “ugly”, but remember, the general idea is that the end user create the ticket directly form the satellite, and this take the Sap Component automatically.
    “…Another interesting factoid is that automatic routing to your support team based on module isn’t so automatic to set up…”
    ??, the support team determination action is delivered by SAP and is 2 click configuration.  (txcode:PFAC Rule:13200137)

    “….when the Change Request Management class began, I learned that most large companies do not create SolMan “project” projects…they use maintenance projects for large projects as well, as they find them more flexible….”
    Always depend on the definition of “Project” for the companies and how well the handle the “packing and Delivery” concept. . If you think,  the only 2 big differences between Implementation and Maintenance projects are the impossibility of re-open the cycles and the Urgent Corrections,

    “…One large company reported that they do not even use the test message feature…”
    Use test message has only sense when you have really big implementation project, the big “missing” is the link between the Test message to the Change request,all my customer ask for this.

    “…One large company said they would only create change requests/transports if the developer could relate it an item in their SolMan business hierarchy (I assume built by SOLAR01/02).  In my mind, I wonder if this is really going to work, but I couldn’t make any cogent arguments against this during class. It is an interesting concept and I would like to follow up with them to see if it works in practice…”
    This capability in Solman, is really nice, This allow to you to control in a better way the change ongoing on your landscape,  you can identify clearly where the  changes are impacting and give the change request approval to the process owner, even you can use checkin/checkout of process and in this way don’t impact the monitoring kpi’s  and do the “sign-off blueprint” again during the checkin the process.

    Thanks for your time and let me know if I can help you in some way..sorry for my english,Im from Argentina and maybe is not so clear

    Wence Lacaze
    Solman “expert” :-)))
    ps: i doesn’t work for SAP but I’m the fan Nro 1 of my tool 🙂

    (0) 

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