Expansion of IT service management during upgrade on Solution Manager 7.1

Expansion of IT service management during upgrade on Solution Manager 7.1
Project members: Michael Greulich
Project status: running

Even in the past, the SAP UCC Magdeburg was anxious to arrange its processes according to the ITIL Best Practices. Due to the newly designed Solution Manager 7.1, it is now possible to represent even more ITIL-V3-conform processes in a complex, homogeneous system landscape.

A special focus is on the field of Service Desk, which merely has the function to report incidents. ITIL sees in the Service Desk the central contact point for all functions of the Publication Service Operation, which not only include Incident Management, but also Request Fulfillment, Access Management, Event Management and Problem Management. This means that, in addition to the simple ticketing system, system monitoring is integrated.

This includes the possibility to monitor the technical parameters. Furthermore, the Solution Manager offers tools for the monitoring of business processes. To implement and evaluate these aspects in the very large and complex system landscape of the SAP UCC was one of the great research assignments of the year 2012.

In the field of business process monitoring, it is important to check whether the case studies that have been developed in the UCC can be monitored in a way that allows the observation of the progress of the students’ performances. In this context one also has to evaluate Business Rule Framework, which enables the creation of business process rules and which triggers certain actions in the event of deviations, such as the sending of an e-mail or the starting of a workflow.

The solution Manager 7.1 offers a wide range of possibilities for the provision of services for an operator of SAP system landscapes. It is a type of ERP-system for the IT-department: software to support the provision of services in the IT branch. This aspect, as well as the ITIL processes, is meant to be further analyzed and explored.