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Within SAP Solution Manager ITSM services are

  • Modelled as product of product type Service
  • Structured in categories and hierarchies
  • Defined by groups of attributes (set types)
  • May be related to other service(s)

This document describes an example how services could be modelled with SAP Solution Manager ITSM.

This document is structured in five sub-documents. For navigation use the assigned links:

    Part 1: Prerequisites                  <<< You are here

Part 2: Categories

Part 3: Service Products

Part 4: Authorizations

Part 5: Further Information

The example has been setup in a 7.1 SAP Solution Manager system with SP11.

PREREQUISITES

To be able to model services some prerequisites have to be fulfilled.

Support Package level

The following example has been modelled on a 7.1 SAP Solution Manager system with SP11.

The modelling of services in a SAP Solution Manager system release 7.1 in general is independent of the support package level. However with SP05 and also with SP10 standard settings and configuration for service request management, service catalog and SOLMAN_SETUP have been delivered. E.g. the described hierarchy definitions are not available before SP10 and would have to be maintained manually.

SAP Solution Manager Configuration

In general the System Preparation part and the Basic Configuration part of the SAP Solution Manager Configuration (transaction SOLMAN_SETUP) should have been performed.

Hierarchies

For the example we use the two standard hierarchies SRVC_HIER and ALM which are created within the IT Service
Management configuration using transaction SOLMAN_SETUP.

  This creation only should be performed if no basic hierarchy is available for the product types material and service.
If you already defined your own base hierarchies, you must add the categories manually to your base hierarchies and add BAdI BADI_AI_SRV_CATALOG_PRODUCT to announce the name of your base hierarchies to the Service Catalog.

The SRVC_HIER base hierarchy defines a deliverable service that is called service component. You can assign the service component to any hierarchy level.

The ALM base hierarchy, a catalog, enables that the service components can be ordered on their own.

To create the standard hierarchy SRVC_HIER use transaction SOLMAN_SETUP area IT Service Management -> 2 Perform Standard Configuration -> 2.3 Configure Automatically -> Create Hierarchy for Service Products

As alternative to the automatic performance of this activity it can be started manually using transaction AICRM_PRD_SETUP_SRV.

To create the standard hierarchy ALM use transaction SOLMAN_SETUP area IT Service Management -> 3 Perform Optional Configuration -> 3.1 Configure Manually -> Create Hierarchy for Service Catalog

As alternative to the automatic performance of this activity it can be started manually using transaction AICRM_PRD_SETUP_SCAT.

After successful creation the two hierarchies look like this:

SRVC_HIER (Hierarchy)

    SRVC_ROOT (Root Category)

        SRVC_PROD (Service Product)

        SRVC_COMP (Service Component)

ALM (Hierarchy)

    ALM_ROOT (Root Category)

        ALM_CAT (Catalog Item)

        ALM_OBJ (Objects)

End of Part 1: Prerequisites >>> Continue with Part 2: Categories

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