SAP GRC 10/10.1/12.0 - Training and Change Managem...

madhusap · ‎02-22-2020

Purpose of the Document

The purpose of this blog is to explain how SAP standard Webdynpro help center can be used for effective change management during GRC implementations.

Every GRC implementation requires a significant change management to provide end users the understanding and confidence to use the new system.A well executed change management plan will allow users to quickly adapt to the new GRC system and be able to use it effectively and efficiently. At the same time, it will also prevent misuse of the system due to lack of proper instructions.

Generally as part of Go-Live the End Users, Approvers and Administrators will be given certain Class Room trainings and Auditorium briefings. However, the most important documents will be Self-Help User guides, User Manuals, FAQs and Quick reference guides which will be used by users during operational phase for assistance.

The self-help user guides will have detailed step by step instructions for relevant processes to guide following groups of users during operational phase:

Requestors - Self-help reference guides and manuals, FAQs, Quick Reference Guides

Approvers - Self-help reference guides and manuals, FAQs, Quick Reference Guides

Administrators - Self-help reference guides and manuals, FAQs, Quick Reference Guides

Let us see how the "Help Center" can be used for embedding your Self-help User guides, FAQs and Quick reference guides:

Help Center can be accessed using the icon highlighted in the below screenshot.

Help Center has the features shown in below screenshot. In notes section all users can create their own notes and this is not authorization controlled section.

SECTION 1

Note: In this section every user can create their own notes related to that specific application and these notes will be visible only for the users who created them. Notes section will be similar to "Comments" section in access request approval application.

You can create the notes by clicking on "CREATE" button in notes section.

Notes section will also have a editor using which you can format the text as per your requirement. Example screenshot is shown below:

Users can always modify or delete the notes using CHANGE and DELETE buttons.

SAP Webdynpro - Help Center Administration

Administrators will maintain the content for FAQs, Worth Knowing and Learning Content using webdynpro help center administration screen.

Help Center administration screen can be accessed using transaction code "SHC_ADMIN (Manage Help Center Centrally)"

Using authorization object "S_WDHC_ADM - HELP CENTER ADMINISTRATION" , the authorization of users for help center administration screen can be controlled.

Administrators can maintain the content shown in the below screenshot from help center administration screen.

Administrators can view the notes created by all users and can delete them from the corresponding application (if required).

SECTION 2

FAQs: This section will be used to document common queries raised by users during testing, training, cut-over and operational phase to ensure that key knowledge is shared effectively.

For maintaining FAQs in the corresponding Webdynpro application, you have to SEARCH the application and then can create FAQs for that application.

You can get webdynpro application details from the corresponding screen by right clicking on the screen and selecting "Technical help" option.

You can create multiple question and answers in this section. FAQs can be application specific or can be tagged as Cross application which means the corresponding FAQ will be available in all applications.

All FAQs created will be visible under the specific application and then can be transported across the landscape.

SECTION 3

Worth Knowing: In this section, you can create links to point to Knowledge repositories or shared folders where the quick reference guides are stored. These Quick reference guides help to provide end users with required information about a process at a glance (e.g. Info-graphics).

For maintaining Quick reference guides in the corresponding Webdynpro application, you have to SEARCH the application and then can create links to point to the relevant files for that application.

Link type has following options and can be used as per the customer needs:

File in Network Folder: Network folder path details have to be defined in SPRO (IMG) configuration and the specific file under network folder can be selected using this option.

Web page: Using the option, link to relevant files in Intranet can be done. (E.g. File in SharePoint repository, Files in Enterprise Portal KM repository etc.)

File in Solution Manager Project or Repository: Solution Manager system has in-built repository where the project documentation can be stored and it can be used as a reference link in this section.

For creating links in the corresponding Webdynpro application, you have to SEARCH the application and then can create links for that application.

You can create multiple links in this section. Generally Quick reference guides will be application specific or can also be tagged as Cross application which means the corresponding QRGs will be available in all applications.

All QRG links created will be visible under the specific application and then can be transported across the landscape.

SECTION 4

Learning Content: In this section, you can create links to point to Knowledge repositories or shared folders same as worth knowing where the self-help users guides and manuals are stored. These user manuals help to provide end users with Business process and system documentation to assist the users in effectively using the system.

For maintaining Self-help user guides and manuals in the corresponding Webdynpro application, you have to SEARCH the application and then can create links to point to the relevant files for that application.

Link type has the same options as in "Worth Knowing" and additionally another option "Learning Map" is available:

Learning Map: Solution Manager system has learning maps with links to self-learning course and training materials and this can also be used as a reference link in this section

For creating links in the corresponding Webdynpro application, you have to SEARCH the application and then can create links for that application.

You can create multiple links in this section. Links can be created as application specific or can also be tagged as Cross application which means the corresponding links will be available in all applications.

All links created will be visible under the specific application and then can be transported across the landscape.

How the above configurations will help end user?

When creating a GRC access request, the requestors can go to Help Center if they have any queries with request submission process.

In the "Help Center" the requestors can access different types of content (Notes, QRGs, User Manuals, FAQs) easily with in the application.

Include the links to QRGs and User Manuals in Email Notifications

Hyperlinks can be included in the email notifications especially for the approvers which point directly to QRGs and Approver manuals as it will be more easy for the approvers to access the information without even logging into GRC system.

Generally, it is recommended to make user manuals easily accessible using different available options for supporting the end users in efficiently using the system and also to reduce the same repeated queries to level 1 support teams.

References

Thanks for reading.

Looking forward for your inputs in improving this blog with additional details or scenarios ?

Best Regards,

Madhu Babu Sai