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

Part 2: Categories

    Part 3: Service Products          <<< You are here

Part 4: Authorizations

Part 5: Further Information

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

SERVICE PRODUCTS

Services are modelled as service products.

In this example the modelling of services for the following categories is shown:

  • Services and sub-services which can be ordered
  • Business Services
  • Technical Services

The services Network, Employee Workplace, New PC workplace, Standard PC, Installation and Windows License from the following picture shall be modelled including their relations:

SP1.png


General Configuration


Status Profile Definition

Create a status profile for user status (transaction CRMBS02) that then can be used for service products:

SP_StatusProfile.png

Assign the status profile to Object Type Product master data:

SP_StatusProfile2.png


UI

Enter the IT Service Management (CRM) WebClient UI with business role SOLMANPRO (respectively a copy of it) and in work center Master Data choose Create Service:

SP_UI.png

Alternatives for the modelling of service products (e.g. because of lower SP level) are

  • CRM WebClient UI: business role ITSERVICEPRO
  • SAPGUI: transaction COMMPR01


UI configuration

Copy View configuration

Copy the standard view configuration of the General Data frame in assignment block Service Details to a customer configuration using the respective configuration key. Enter the respective Role Configuration Key, as Component Usage enter value PRDHS and as value for Object Type and Object Subtype enter <DEFAULT>.

SP_UIConfig1.png

Add Field Status Profile

Display the list of all fields available in this view configuration using Show Available Fields and add field status profile (PRODSTAT) to your own view configuration:

SP_UIConfig2.png

Move the field up using drag and drop:

SP_UIConfig3.png

Save and close the view configuration.


Services and sub-services which can be ordered

Follow the steps Service Details to Further Information to create service products for Standard PC, Installation, Windows license and New PC Workplace.

Choose the relevant item category group respectively a relevant additional category.

For service New PC Workplace additionally follow step Dependent Components to add the respective dependent sub-services.


Service Details

In assignment block Service Details maintain the General Data and the Status:

ID & Name

Enter a unique service ID and a name for the service. The name is displayed in the service catalog.

The ID automatically will be converted into capital letters.

Base Category

A service product can be assigned any number of categories. However, when you first create a product you must assign it to a base category. The base category assigned to a product determines the product IDs allowed when a product is created.

As Base Category choose the Service Component (SRVC_COMP).

Base Unit

You can enter the base unit for the service product. For example, enter PC for piece.

Status

Assign the previously defined  status schema and set the relevant status. When the service modelling is finished and the service can be ordered set the status to Operational.

Item Category Group

During business transaction processing the system creates the item category from the item category group for the product, and from the business transaction category, and proposes it in the document. An item category specifies the properties and attributes of a business transaction item, and therefore controls how the item is processed.

In assignment block Service Details in frame Processing Data assign the relevant item category group:

  • SMSC for services
  • SMSM for service materials
  • SMSL for licenses

Save the entries you made so far.

SP_Details.png


Additional Category

In assignment block Categories further categories can be added to that the service shall be grouped to.

If it shall be possible to order the service via the service catalog assign category (or a sub-category of) ALM_CAT additionally to the base category SRVC_COMP.

For service product PC STANDARD add category ALM_CAT_HW.

SP_addCat.png


Service Catalog Attributes

Assignment block Service Attributes gets available when the service is assigned to category ALM_CAT (or a respective sub-category). The information maintained here is displayed in the service catalog overview.

Price / Currency

You can enter a price and the currency that is displayed in the service catalog. This price is just for information purposes. For billing purpose prices have to be maintained in assignment block Prices.

URL for Details

To provide users with more information about the service, as URL for Details you e.g. can enter a link to a website or to a document stored within the project documentation in the SAP Solution Manager (SOLAR* transactions).

SP_Cat_Attr.png

For our example let’s document the PC STANDARD service within a project. To get the link to it

  • use transaction SOLAR02
  • open the respective project
  • switch to tab Proj. Documentation
  • select the document (or first assign a document) from the respective project / business scenario / business process / business process step
  • open the document attributes
  • copy URL into buffer

SP_URL_Solar.png

Then enter the buffered URL in the service master data.

And this is how it then looks like in the in the service catalog overview:

SP_Cat.png


Further Information

You can enter further information on the tabs Product Questionnaires, Service Request Attributes, Prices and Service Levels if wanted.

Questionnaire

Within service order processing questionnaires can be used to guide end users to answer specific questions that help processors to process the service order.

The definition of questionnaires is done in the Survey Suite (transaction CRM_SURVEY_SUITE).

To assign a questionnaire to a service, in the Product Questionnaires assignment block, enter the questionnaire ID.

MLC Category

In the assignment block Service Request Attributes a categorization schema and a category from the multilevel categorization can be assigned to the service. In case a service request is created to this service the category will be pulled into the service request.

Prices

For billing purpose in the assignment block Prices the price information can be added.

Service Levels

If for a service product service levels shall be defined this can be done in the assignment block Service Levels.

SP_further_info.png

Save the entries you made so far.


Dependent Components

If a service consists of several sub-services these are assigned in assignment block Dependent Components.

Service product PC WORKPLACE NEW shall include the services PC STANDARD, INSTALLATION and WINDOWS LICENSE as sub-services. Therefore add them in assignment block Dependent Components:

SP_Dep_Comp.png


Business Services

Service products of category business services are more or less maintained in the same way as the other service products. The differences are:

  • Base Category – assign base category SRVC_IT_PROD_BS
  • Item Cat. Group – do not assign an item category group
  • Categories – as the business services can not directly be ordered do not assign category ALM_CAT or respective sub-category
  • Relation to service that can be ordered
  • Service Catalog Attributes – this assignment block is not available as the service is not assigned to category ALM_CAT or respective sub-category
  • Assignment blocks Service Request Attributes, Product Questionnaires and Service Levels – these assignment blocks are not available as the respective  set type is not assigned to category SRVC_IT_PROD_BS

Considering this for the example business service EMPLOYEE WORKPLACE repeat steps Service Details to Further Information to create a respective service product.

As the previously created service PC WORKPLACE NEW belongs to the business service EMPLOYEE WORKPLACE a respective relation is maintained in assignment block Services of the business service.

SP_BS1.png

This relation then also is visible in assignment block Service For in the service product PC WORKPLACE NEW:

SP_BS2.png


Technical Services

Service products of category technical services are more or less maintained in the same way as the other service products. The differences are:

  • Base Category – assign base category SRVC_IT_PROD_TS
  • Item Cat. Group – do not assign an item category group
  • Categories – as the business services can not directly be ordered do not assign category ALM_CAT or respective sub-category
  • Relation to service that can be ordered
  • Service Catalog Attributes – this assignment block is not available as the service is not assigned to category ALM_CAT or respective sub-category
  • Assignment blocks Service Request Attributes, Product Questionnaires and Service Levels – these assignment blocks are not available as the respective  set type is not assigned to category SRVC_IT_PROD_BS

Considering this for the example technical service NETWORK repeat steps Service Details to Further Information to create a respective service product.

As the technical service NETWORK is needed for the previously created business service EMPLOYEE WORKPLACE a respective relation is maintained in assignment block Services of the technical service.

SP_TS1.png

This relation then also is visible in assignment block Service For in the service product EMPLOYEE WORKPLACE:

SP_TS2.png


Configuration Items

In case you have CMDB objects maintained as configuration items (CIs) these can be assigned to technical services.

Such a relation is maintained like the relation between technical service and business service. In the master data of the configuration item in assignment block Services:

SP_CI1.png

This relation then also is visible in assignment block Service For in the service product NETWORK:

SP_CI2.png

Back to Part 2: Categories <<< End of Part 3: Service Products >>> Continue with Part 4: Authorizations

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