Upgrading to Solution Manager 7.1 IT Service Management – the Functional Side
After finishing this upgrade, I wanted to share my experiences more from a functional side and less from a Basis / admin side.
Prior to the 7.1 upgrade, we were on Solution Manager 7.0 Ehp1 using Service Desk. Things have changed greatly with the move to 7.1, as now the Service Desk is called IT Service Management. Note this is SP05 of 7.1.
Here is a table of changes you will need to make (post SOLMAN_SETUP) when upgrading, along with links of documents I created.
|Item||Solution Manager 7.0 Ehp1||Solution Manager 7.1 SP05|
Support Team Determination
|Time Recording||Service Desk Time Recording||IT Service Management Time Recording|
|Time Recording Reporting||
|BW Time Recording|
|Incident Monitoring/Reporting||Transaction CRM_DNO_MONITOR||Monitor via the Web Client UI|
|BW Set up||Solution Manager Service Desk Reporting||Steps are embedded in SOLMAN_SETUP|
The other item we did was to create defaults in transaction NOTIF_CREATE to create incidents inside the SAP Gui and not inside CRM – see http://scn.sap.com/docs/DOC-30343
What issues did we run into? First, BW didn’t capture all the incidents. After consulting with SAP, I learned that SOLMAN_SETUP in basic configuration was not completely right. I re-executed that in SOLMAN_SETUP and now it is working.
BW in SP05 doesn’t seem to activate technical content all the way. Please see Note 0001716955 TWB BI Reporting: Incident Management setup is incorrect. Not all CRM services were activated after SOLMAN_SETUP – there is another note for that as well.
Best of luck in your Solution Manager upgrade. Overall 7.1 has a nicer interface than 7.0 and I am glad to see time recording is now a part of standard content in 7.1. Plus it gave me hands on experience with BRF Plus.
Learn more about Solution Manager at these upcoming events:
Projects 2012 Oct. 29-31, Las Vegas
SAP TechEd, Oct. 15-19, Las Vegas