Integration of SAP and ServiceNow systems - webinar recording (2021.04.20)

all right good morning ladies and gentlemen uh let's start the webinar around sap service now integration we have a lot of things to show um the webinar will be recorded and we can send you the recording after that um if you have any issues with the audio or the video stream please let me know enter it in the chat bar so we can possibly address the problem so let me start with the introduction introduction of myself and company and products this is myself i'm thomas holly chen the cto at sta consulting which is an independent software vendor based in budapest hungary central europe we are an sap silver partner as well as a servicenow partner our focus is on building sap integration solutions we have out of the box products that we sell and we also do some custom development projects to integrate uh sap and non-sap systems we have more than 30 clients on four different continents so it means we don't have any focus on geography or industry the next slide you can see some of our clients so these are the clients who are actually using our sap integration products we have about the same number of customers we use other add-ons or we've done custom projects with them okay let's discuss the product portfolio that we have currently first of all we have something called the itsm connector for sap applications that's a certified sap add-on and that allows creation of tickets and external ticketing tools directly from sap in addition to that we have a servicenow app with the same name that's certified by servicenow and that's a complimentary component of the first add-on so that's an optional component if you install that on the servicenow instance and then you have some extra features so these two are working together and we also have a third application uh that is called accuracy adapter for uh sap solution manager again that's a servicenow app and that's completely different that's used to have a bidirectional synchronization of incidents between servicenow and solution manager that's not in scope for this webinar we'll have a separate webinar on that as you can see these products are certified by sap and by servicenow we are on the store so here we have the listings and i think the next important thing is to discuss why we have developed these solutions there are some typical pain points of sap support that every single customer faces let's start with the most trivial one the poor quality of income tickets sap end users very often submit very basic error reports they don't include which system did they log into what transaction was running what documents were they working with and so on and then you have to spend a lot of time on getting that information from the end users without the basic information you cannot even reproduce the problem so you cannot start to work on a solution similar to that you need to manually route and categorize all your incidents based on that limited information that you have from the end user you have to set the summon group the business service and other fields manually and very often you make a mistaking categorization because there's not enough information and then you have to change the support groups and so on another typical issue is when you have a high impact problem in sap that affects a thousand users then you might end up with a thousand phone calls or emails to your service desk you have to manage all the duplicates uh manually and that might take a lot of effort problem number five is an underutilized knowledge base um even if you spend a lot of time and money to put together a good knowledge base with sap related articles if your end users don't really use it then it's just a waste of money and for the experience shows that often sap users are simply too lazy to navigate your service portal and look for a solution for their problem the next one is a training issue often beginner asset users create incidents that are not really incidents it's just they just just don't know how to use the software they press it wrong press the wrong button but still you have to deal with these kind of tickets and that again things takes valuable time the last one is related to monitoring so if you use sap monitoring solutions like focused run or solution manager then whenever you have an alert you might need to create incidents in your external ticketing tools manually sap provides a standard way to get notifications via email or sms to let's say your basis team but still they have to log into your ticketing tool and create tickets manually so these are the most frequent problems and the solution that we came up with is an sap add-on certified by sap that needs to be installed on the backend systems on the sap application server and once you do that um you can create tickets automatically in external ticketing tools um there are two major use cases either your end users can create tickets so they're using theory or as classic sap with transaction and then the press a button and create a ticket from there or you can automate the ticket creation for alerts if you use focus run or solution manager additionally we have a certified servicenow app that i mentioned if you install this on your service now instance you will have extra features as well as improved reporting on the servicenow site let me quickly check if there are any chat messages okay nothing so far so i suppose you can hear me and see the screen excellent so let's talk about the use cases the first one is when a company or a service provider uses an external ticketing tool in this case service now um you can install our add-ons on the sap instances as well on the servicenow instance and then either end users will be able to create tickets automatically from sap screens or it can be automated if we are talking about alerts um today i will show you servicenow mostly but it's important to emphasize that the same add-on works with servicenow microfocus jira bmc remedy basically anything that has an api and these are the optimal box solutions that we provide additionally you can set this up in a way that you can create tickets in multiple ticketing tools from the same system let's say in the project phase you create tickets in jira and when everything is locked and you create tickets in service now or if you want to do monitoring in microfocus then you can connect that as well i will show you how that works let's talk about the second major use case where the company or a service provider uses an sap monitoring tool to monitor the sap systems jobs idocs user experience business processes or whatever so solution manager focus run can monitor a lot of things and uh if there's an alert our add-on can again automatically create a ticket and external ticketing tool all right let's go on with the architecture on the left we have an sap system on which we have installed the sap add-on it's important that this is compatible with every above-based system s4hana ecc crm hcm whatever doesn't matter um if an end user runs into an issue and presses a button to start the ticket creation process fills out basic details on the screen then the add-on will create a new ticket using the standard rest api service after that it gathers a lot of valuable information generates some attachments and uploads them to the new incident if you install our optional scoped application then a third step is carried out all the sap details are sent to that application and are saved to custom service now tables and the big benefit of this is that you can use that data in your reporting dashboards and of course you can put any of that on the incident form very easily for the second use case there can be another um step if you create tickets in servicenow out of solution manager or focus drawn alerts you can confirm them and also the incidents can close the alerts so if you resolve an incident then the corresponding others can be closed if you come from another then the corresponding incident can be closed this can be automated and switched on and off in configuration there are two more important things here the next one is it's not necessarily an incident that can be created you can configure the product to create other ticket types as well like service requests you can create cases and service now so for example if your service provider uses servicenow csm customer service management that can create cases if you use servicenow event management for other things on the servicenow side then our add-on can create events in the servicenow event management module and then based on some logic you can create the service now will create alerts and instances based on those events and the next uh thing is that here you have a direct connection between sap and servicenow but of course it's possible to have a middleware in between sapdo or a mid server or a proxy server so this all depends on the customer requirements okay so let's jump into the systems and do a live demo before that let me check the chat okay you can see me and so on so that's good so i will log into this system which is an ecc system where i execute transaction fb50 so here i want to create gl account document but then i get an error message that the posting period is not open so this will be the example error that i want to sell into the service desk all i need to do is either double click on the sap icon at the bottom or go to the help menu and choose create support message when i press that our add-on is started and the first thing that it asks for is a confirmation to take a screenshot i will allow this because this is not a sensitive hr or finance transaction and then the main screen appears where i can enter subject long description and here comes the interesting part at the bottom you have fields related to your connected access and platform in this case servicenow this is just the default template with the impact urgency severity and the assignment group all our customers want to customize this i will show you uh some examples of that it's absolutely possible you can remove fields that are not necessary here you can add extra fields that you might want to be populated by the end users the second important thing here is that the group is populated automatically we are on a finance transaction so that's why this incident will end up in the finance team you can set up rules in either sap or alternate indian service now um to automatically route the incident to the relevant support group i will take this checkbox to open the ticket in a browser window once it is created and i press send when i press send the back end sap component creates the incident and service now generates some attachments uploads everything to that and because i take that little checkbox it will open that in a browser window by default um this is opened by the service portal so if your end users have access to the servicenow portal they can immediately see a little um overview of the ticket but now of course let's jump in here with the service desk user and see what happened this is the instant instance this is the incident that was just created let me click on that and let's go through what we have here you've already seen the first benefit of the product end users can create tickets um pretty easily the second benefit is the automatic routing and categorization so you can see that the category is now set the software subcategory is set to sap you can even create a new contact type it's sent from sap you can distinguish incidents that were created based on a phone call or an email from the ones that were created directly from sap the open buy and caller fields are set to the sap end user here we have all the user input assignment group is set to sap finance based on the rules that we defined based on transaction code in this example business services populated automatically the configuration item is based on the asset system from which i submitted the ticket so you have fully automated and 100 accurate routing here and categorization the next benefit is here you have different attachments obviously we have the screenshot that was taken when we started the whole process we have the output of transaction su-53 which is a standard sap authorization report in this example this is going to be empty in another another use case that i will show this is going to be a meaningful here we will have all the failed authorization checks for the user we also have an excellent sheet with all the screen content let me check we have some chat messages here okay that's not around the audio of course we'll have a q a section at the end so i will answer all the questions in this column you have all the fields that were displayed on the screen and the program gathers automatically all the technical data so if this incident ends up with a developer then they will know that in this program the stream this field which was the posting date the value was today's data you have the company code along with its description you have the document type with this description and so on so everything is provided and users don't have to type in so much information they don't have a chance to make a typing mistake and you also get the technical details as well all right finally we have a pdf file that is generated that contains a header about the affected user and system all the user input and now comes the really interesting part you have all the details of the running program including the title transaction program screen number subscript number component package and so on you have all the details of the last message message class number type even the long description from the sap help is added here additionally after a certain kernel release you get the exact source code position where this error message was phrased so that's really really useful for developers they can directly navigate to that source code where they're happen we have another section here on the sap gui information this was agreed for windows with this version from that laptop and so on you have all the details of the backend user including salutation language key timezone everything that you need to get in touch you have all the details of the sap system and this last section contains all the components that are in the system with versioning function so the idea is to provide a complete information package with every single incident that is submitted through this add-on these are the most important attachments there are different attachments there are attached specific kind of errors i will show some examples later on and it's important to mention that whatever you've seen so far is possible with only the sap add-on and and you don't need the service now add-on for this however if you do install the servicenow app from the store you will get one extra tab sheet here it's called sap epidemical details and for each incident you will have the same data that you've seen in the excel sheet and in the pdf file are saved to servicenow tables here we have the same things program details message details user details host information screen field contents system components and so on the big benefit of this is if you really need any of these on the incident form it's very easy in service now to put it there and of course you can use all this data to create really nice sap incident dashboards we actually deliver a default incident dashboard with this servicenow app and uh that contains some pre-configured reports here you can check out the number of incidents per system property of priority you can check the most frequent dialogue error messages incident per transaction or module incidents for gui type here you can see that this also works with crm web gui or any bsp based ui theory subquery web gui web pro so on you have separate sheets for background jobs that fail you have separate sheets for runtime errors short dumps and here you have a cheat for our second major use case so if you use monitoring alerting and create incidents based on alerts then this is the reporting part that shows you more information about incidents created for for alerts all right okay so let me quickly uh jump back here exit editing before doing that i'll log into another system and show you some customization options so i will go to the central configuration transaction here we have many configurations with different ticketing tools and so on and now i will deactivate the default service now interface and i scroll up and activate one of our custom customized interfaces so this was done for one of our german customers let me start stupid creation so here this customer wanted to have a radio button group here at the bottom some custom drop down menus and in fact these control what kind of ticket is created i believe these are populating some custom fields spell and service now [Music] these two create incidents another one creates possible service requests let's check another one like this one this was done for the largest steel manufacturer in the world they wanted to have the urgency in here uh some custom values for this application service that they have and they want to have a requested four field so users can create tickets on behalf of other users so really what i just want to um show it that you can't really do anything here [Music] try to take this one this is also interesting oops with me not sure what's happening with my mouse but i hope now this is going to be active yeah so again here this custom wanted to have radio button group some links to their intranet portal a special checkbox for for one of their custom fields and service now and i'm sure that here if you select this one then it creates a service request otherwise it creates a incident okay so let me reactivate the standard service now uh interface and i think we also need this one okay so now i'll off from here go back here and uh start another transaction here we have a short down another classic example um and now i will create another ticket and also show you that it's possible to create tickets from the same system in different ideas and tools you can create any number of custom menu items here for example now i want to create a jira incident so i press this menu item okay i can take the screenshot that's fine uh dumb test one here we have now jira specific fields i'll take this checkbox and press send okay so here we have our jira instance and now the ticket is created in jira excellent you have the same attachments you can also do categorization routing we have a custom label here you can specify the issue type and so on end user is set to portal here and so on you have the same attachment and um let me show you this one another classic example we attach the complete short down there as an html file it's not only a screenshot of the very top it's the whole thing you can copy paste from this because this is html and another interesting thing is that this is in the language that you specify if you have users logging in in chinese finnish hungarian whatever language and have a short down you can still specify a configuration the language in which all the attachments will be generated so you can still have an english um short dump going to your service desk teams if they only speak english italian sense to send it in chinese okay let me jump back to this transaction and let's say okay i'm the next guy i execute the same report i get the same showdown so i proceed with the same action create a ticket in jira okay and now a different screen is displayed you can configure the program to monitor a specified time period which is eight hours now and it will notify end users about similar tickets that were submitted from the same screen from the same transaction same report or if it's a short term then if it's short that same short down but the same source code position then it's considered as a related ticket and now based on the short description and the long description the end user can make an educated guess if it's really the same error or not of course if it's the same short dump it's going to be the same error but let's say if you submit a ticket from fd every 50 you might have multiple issues in the same transaction in that case you create a new ticket and then everything goes as you've already seen however if it's the same issue then you can press another button called link ticket yes i want to use this as a reference dom test 2 let's open it and let's see what happens the program can automatically create a parent-child relationship between the issues so now you can see that this is the duplicate of the previous one and if i refresh the previous one then you can see that here is the duplication the same goes for service now let me go back to the incident if you do the same with service now then you will have all the child incidents listed here even if you have a thousand incidents only one will be the parent and you will have 999 child instances much more transparent much easier to close everything at once all right let me jump to the next example so i will execute transaction miro where i want to enter incoming invoice excellent here we have 500 euros that i'm going to change to 600 euros so because of this i get a message that the price is too high the tolerance limit is exceeded let's say that i'm an expert tested user i know that this is not correct something is misconfigured i want to report this error so let me create the ticket i allow the program to take a screenshot and now another section will be displayed at the bottom part of the screen where you can see relevant knowledge based articles by default when you launch the program for the first time in the transaction it uses the transaction code as the filter criteria so that's why you can see miro in all the descriptions of the articles if you're a bit more specific enter something like tolerance limit in this example and another search is carried out and now you can see exactly one knowledge with article based in the short description this seems relevant so i double click the article is displayed in a browser window where i can verify that yes this is exactly my issue and now i have the solution so when i jump back to sap i don't create a ticket i can solve the issue myself i press cancel and everybody's happy okay let's continue with the next one oh let's check the chat okay these are just questions not around issues so for this i will look into the same system with another user i execute transaction va005n where i want to get sales documents for this organization three thousand and i want to open ones i press execute and then i'm surprised that there are no documents found let's say my colleagues can see the document i'm sure that there are documents so i submit a ticket here in this example i want to show you the key user model that is implemented or can be implemented by this add-on you can choose to let all your users submit tickets in service now or only key users in this case this user is a simple end user so if i press send i cannot create a ticket and service now directly let's say no here you have a drop down where you can select a key user you can configure the business logic how this drop-down is populated this can be dependent on the transaction so if you're in a material management screen then you have different users here that are finding screen and so on i will now pick my user enter some comments also you can see that now the default summon group is set to sap sales and distribution because v805n belongs to that so i just press send and now um you can see that the ticket is not created in service now the same attachments are generated and so on and the key user is notified about this here is the message i think it was sent to the user so i leave this one come back to this one i think uh i all i need to do is to hit enter and i can even get an express document um of course uh regular emails can be sent to end users as well but i didn't want to hassle that for the webinar now i get a message or basically an email from the end user that there's a problem here you have the same attachments the pdf the screen contents let me show the stream contents because it's cool it's it also adds the selection criteria this is a classic report with a selection screen and a result list and you will know exactly that hey this guy was looking for sales documents for sales open vision 3000 and the open sales order checkbox was checked so you know how to reproduce the problem the other interesting attachment here is the authorization report now you'll see that here we have the exact output of the standard s253 transaction you can see that this user wanted to perform a display activity on data belonging to this says organization but if you scroll down you can see that in the user master this user can only have a does have only access to sales organization 1000. so actually we just attached the solution to the problem um and oh sorry we're in sap so based on this information the key user can make an educated guess if this is just a user mistake and then just reply that hey you have to do something else or create a ticket in servicenow we have a dedicated transaction for key users where you can check out all the details of the ticket and if you found that this is a problem i mean a real problem then you can create a ticket otherwise you can reject this if it's just a training issue so let me send this to service now of course you have the same input from the end user but now uh you can add extra comments uh you can even change the assignment group it completely makes sense although this is from an sd transaction this is absolutely a security issue so now i press send and then the incident is created with all the updated data here we have the success message let's go back to servicenow check out the incident no documents found and here it's now in the sap security team and another important thing is that the caller is set to the end user but it was opened by the key user okay let's continue with the next one sorry guys i'll have to really hurry because uh we have a lot of things to show and only 60 minutes [Music] so i will log into a fiori launchpad and show you how you can do the same thing from fiori here we have an extra button that allows you to create a ticket uh let me launch fiori app okay so if you have an issue here then you press this button and you get a similar screen you have to populate subject description and you have some extra attachments added by default you can add any attachment with this button or paste image from clipboard so this little screen explains you how you can add screenshots really simple put it on the clipboard and paste it so i press save that will hide the main window and now i press print screen come back here press ctrl v and here we have the screenshot we can repeat this as many times as we want so if this is also important then i take another screenshot come back here paste it and now we have two screenshots so if i press submit then again the backend component creates the ticket in servicenow or jira remedy or whatever microfocus and once it's ready it offers you to open it so let me click and here we go here we have both screenshots we have theory specific attachments like the console entries for example that you get in the browser are attached for fiore tickets let's check this incident from here for example you can also assign this to a specific theory a summon group it's not necessarily just did it for the demo you can still assign theory tickets based on the application component of the fiori app and now let's scroll down and check out the technical details here we have a few specific tab where you have the form factor if it was mobile tablet desktop application type title name version numbers urls platform browser user agent the theme that was used if you use s4hana for example and you have the app id you exactly know which app is running and so on so you can get some specific theory information with your tickets as well you might notice that here you have other sheets so if you create a ticket from bsp application and you have psp technical details left in pro technical details you can even create servicenow tickets out of barcode scanners if you're even using warehouse management extended balance management uh you're on the floor you scan a barcode and there's an error just press the key combination on your barcode scanner enter the base details or choose a template and then everything is populated here automatically right okay excellent so um i think that was done that i wanted to show around the first use case when the end users had the issues and then uh where was i yeah here let's continue uh with some slides um i've shown you uh how jira tickets can be created i have some screenshots for bmc remedy as well here you have all the same attachments automatic categorization routing the same for microfocus service manager and finally manage engine services plus so let's start with the second part um before that i'd like to talk about the monitoring scenarios so um if you use solution manager or focus run to monitor your systems or anything else idocs business processes or whatever then you might want to connect that with a servicenow incident management so that means that whenever a new alert is created our add-on can create a new incident the typical life cycle is that you work on the incident and then resolve it and and then the servicenow app that we have can automatically confirm the other that is related to that incident of course you can have this cancelled at any time i didn't want to over complicate the slide uh that can of course also close the uh alert and also from the other side if the other is confirmed either manually or automatically that can also close or resolve the incident and sooner or later it will be closed so if you press the button on the other inbox and confirm that's going to close the incident or if let's say you get a green alert uh cpu was very high cpu usage and it created an alert and then an incident if the cpus which goes back to normal and it turns the other to a green alert it can also close the incident automatically so let's check what happens if you use event management for service now in that case when you have a new alert in focus drone or solution manager then you have a new event generated and from there everything is standard service now so whatever logic you have to create alerts out of events will be triggered you might have an open alert sooner or later that's going to be closed and there are some other statuses as well and that can also confirm the other the same goes with the other direction so the other is confirmed then technically another event is rate with a specific status and then a service now which is going to handle the closing of related orders okay so let's see how this looks let me go first into uh here i think i have to refresh because i was logged out most likely so here's the other inbox with some others that we have and now i will log into uh log out of this and i will log into the solution manager system not with this one but this one go to the monitoring and other things settings will change here you can see that we have now three scenarios set up uh monitoring uh connected with jira servicenow incident management and servicenow event management so now i will activate this one and also activate this to create the tickets automatically because it's not necessary you can also create tickets manually from the other inbox if you want but now i will uh just activate this with automatic ticket creation i will look for some java instance related error yeah okay java system not available so that's something that i will now close and uh that usually comes back in a minute we have deliberately turned off that instance so soon we'll have a new alert here uh while that's happening i'll jump in here and show you some examples of configurations for example this one you can do some field mapping to map impacts and urgencies uh based on different alert attributes so for example this this simple one if the rating is red then we should have urgency one impact one you can do this based on priority if you want or severity it's really up to you and you can also combine these values and it's not necessary to only set urgency and impact you can route it to a different assignment group if it's read or i don't know only imagination is the limit and of course your business requirements the other interesting one is the default values where you can set up rules like the default assignment group so if it's uh bi monitoring then this should go to the basis team or the business warehouse team if it's technical monitoring or job monitoring or whatever monitoring it can go to a specific assignment group or again you can set some key value pairs uh to set any service down field and you can do this based on the managed object type so for maybe databases you want to go to the database team for i don't know whatever else can you route it to something else also you can do this based on category so i think now we should already have a new java related alerts i'm just not sure which one okay now this one central service instance oh i refreshed okay let's jump into um okay here it is java system not available it's the other one okay so this is the incident that was just created based on the solution manager alert uh let's let me find it i will get it sooner or later yeah java system this one and here you can see that it's set to externally processed here we have a comment here we have a link you can click on that and it will open in internet explorer so it will take a lot of time to open but anyway here we have the ticket information on solution manager side and here you have the ticket itself we attach the same html attachment that solution manager generates so here we have all the details of the metrics and so on you have direct links to alerts to the system and so on it's very convenient uh here is the everything is categorized again you have all the fields populated exactly as you want uh here you have the description in the note as well but now i will jump to the technical details tab where we have other details so this is specific to solution manager and focus draw alert related information and here at the bottom you also have the my details the other details event and the underlying metric so everything is safe to service now really cool so let's go back to the incident you can see the state is new but now i will confirm confirm test for solar software press yes and then jump back here and this should update the incident yep it is it's resolved and also in the closure information you get all the details the category the classification all the comments a wonderfully formatted timestamp uh confirmed by and the confirmations manual um if the alert is confirmed because it turns green then it will have an automatic based on a green other so this is one way let me show you the other way oh by the way i just forgot to create another one okay let me let me create a new one okay let's choose backup status uh i'll choose this one these are uh the other created earlier i pressed the create ticket when this will uh perform a manual ticket creation so you can specify what uh alerts you want to forward the service now on solution manager that's pretty standard you can assign with our connector to a default template or permanent object or other type or whatever but there might be cases when you don't always want to forward but maybe sometimes and this is some time i just press this button so now we have a this incident star ends with 61. let's pick that one and which one back up oh this is another one this is backup status yeah this is again wrong color i just don't confuse myself no smj some jsmg yeah here we go 63 smj excellent so now if i log in here and check this html file i'll go to the other details that's pretty convenient and now if i [Music] go back here and set this to resolved and add some closure information solved and then press save then this is going to close the solution manager alert here we have success message with a nice unique identifier and now if i go back to the other details and press refresh we should have this gone because it was confirmed so this is a bi-directional synchronization of incidents that are related to solution manager alerts okay excellent let me change the configuration so now i will deactivate uh the incident uh and activate the event management integration and now i press save i go go back to my other inbox just to make sure i just confirm everything and then in a few minutes we'll have a lot of new alerts being triggered and now these will be going to servicenow event manager uh meanwhile uh maybe i can show you some things related to event management you can configure how configuration items are mapped for event management you can specify any configuration item field in servicenow that's going to be the basis of mapping the ci and you can define that service now field here it's going to be the ip address also there is a lot of there are a lot of information captured by an add-on and you can use any field out of that and put it into that specific servicenow field so now we pick this ip address of the sap instance and we'll put it into the specified field when we create the ticket in servicenow and also you can specify the cmdb the configuration item class in service now so based on this information it's going to create the events and the automatic ci mapping will be triggered in service now so let's check if we already have something here cool java system is still down and here you have now others are created in here and you can jump to the other let's go however to the events because actually the events that are are created like this one and then based on this information service now is going to decide if an alert is created or updated or or nothing happens or and so on and this is the alert that we've generated uh additionally here we have a little log about the processing nodes so you can see that we just passed the ip address in this field and it found a ci so if i go to the alert then you can see that the ci field is populated here it is okay excellent let's jump to focus run i have a tap sheet here this is focus drum which is a wonderful new uh product of sap which also has a monitoring module which i already have open so um i pick i've just picked one um alert let's refresh and here you can either manually or automatically forward this to service now so if you press trigger alert reaction you choose the autism connector for sap and that's it after a few seconds you get a notification that it was created excellent let's go to uh service now and then here we have a focus on alerting service now again or the configuration mapping uh that's something group everything is here here you have the attachment that is generated by focus run you can jump directly to the alert from here as well if we check out the technical details that here we have focused on specific fields populated so that's it pretty easy and of course you can also automate this so if you go to the settings default integrations then you can edit now nothing is assigned as a default but here uh per monitoring use case you can select our add-on as the default connector so that will in fact create all the incidents or events so it's not automatic all right let's jump back to the slides we still have a few minutes left so let's check out the pain points again that are actually solved so the first problem installed by the automated data collection you will have all the data that you need immediately routing and categorization is done automatically based on the rules that you define duplicate incident management can be enhanced with automatic parent-child relationship creation you can embed a knowledge base in sap so you can better utilize your existing knowledge base you can use the key user concept and let only your key users create tickets and service now and you can automate the incident or even creation for monitoring solutions of sap here we have another added value matrix basically we have features on the left benefits on the right and all the involved parties in between obviously the quick ticket creation is good for the end users they can save time the automated data collection and the extra attachments will help everybody in the process and the resulting faster ticket resolution less system downtime the embedded knowledge based search helps end users they can very often get solutions quicker for themselves and helps the service desk that they get less tickets the duplicate management is also good for them they have better transparency and more efficient handling duplicates automatic categorization routing again mostly good for the service desk teams the key user concept helps end users and service desk teams many of the problems can be solved much faster and you don't have to create tickets for that the automatic reaction to others is mostly beneficial for the basis teams and results in huge time savings another interesting part if you have an issue in a standard sap program and create an oss message create a ticket in central sap support portal and attach the same attachments sap will also have all that extra information so you can expect faster support from sap as well additionally uh the sap institute and dashboard and servicenow help management to better plan the support resources identify gaps double max and so on let's jump to the case studies we've made one with a pharma company based in hungary they compare their incidents that were created through the portal email and phone call to the ones that were created through our adult and they experienced a 28 decrease in average ticket resolution time which led to a 12 decrease in the number of tickets with an sla breach and one major contributing factor to this was a 91 decrease in the number of transfers of incidents between support groups they could very simply set up a rule set in sap based on transaction code module everything included to the relevant support group the next one is sells a group of steel manufacturer based in spain they spare about fifty thousand euros every year related to sap date resolution and they experience ten to forty five percent ticket resolution time exploration based on the uh season holidays projects and uh general law and the last one is a big system downtime at a global manufacturing company there was a run-time error in a production system due to bugging another program and this was controlling the production lines and that stopped for the whole plant but they were not uh able to manufacture products for one hour they lost half million euros in that one hour and if you apply the average resolution time that the 28 percent decreased then you can see that you can save a lot with one single occurrence of a production system issue let's talk about implementation this works if the add-on works with any system running on pop-up stack starting from basis really seven zero zero up to the latest test for hana 2020 it can also be operated on s 400 cloud private edition this is deliberately using and certified sap add-on you can install it using transaction send all objects are in our namespace and the installation is really really very simple and quick it can be done in one hour in fact the servicenow app is even easier to install you just go to the service now store log in press install select which instances and that's it you need to create a technical user assign some roles and you're done if you want to customize the solution you remember i showed you some customization option on the sap screen you can modify have extra fields at the bottom part of our pop-up or remove the things or have extra business logic we can do it as a consulting service uh usually that's between one and five days okay let's talk about the roadmap we want to do the same thing for testing basically if you're doing manual testing in sap and it's successful you want to submit a proof of the successful test if it fails you want to submit a failure and then we want to do an integration to some of the leading tests software testing software solution manager tells you microfocus and servicenow test management the next is we want to support more and more new products of cloud-based products of sap like successfactors and the plan is that whatever can be run in a theory launchpad is going to be supported and the last one is the most exciting we want to have compatibility with the next generation sap solutions so next one would be cloud alm i'm not sure if you've heard about it it's a the new thing from sap in one sentence it's a cloud-based solution manager system which is very easy to operate and cost effective and it also has a monitoring module so um we'll have the same kind of compatibility with that as soon as sap opens up that solution for extensibility by partners it's on their roadmap for later this year or next year and whenever that's open for partners we'll be the first one to do that and also sap is coming up with uh something called the built-in support which is basically a theory edition on the right side on your screen you will have a little assistant bar where you can get help from uh sap experts you can create tickets you can search the knowledge base and so on and if sap opens up this for extensibility for sap partners again we'll immediately look into that and try to add extra debt all right before the questions and answers section which will be pretty short unfortunately uh the next steps that you can make is uh we're happy to organize a personal demo for you and your team you can also have a free trial in your sap landscape meaning we deliver the fully functional product we help you to install it free of charge and once it's installed you can use it for 30 days and test it and as many of them are in the audience are from service provider and partner companies we are really happy to engage into a partnership we are looking for distributors all around the world so if this is something interesting for you then please get in touch

Channel: STA Consulting Kft.

Views: 1,160

Rating: 5 out of 5

Keywords: sap, servicenow, itsm, incidentmanagement, integration, abap, webinar, solman, solutionmanager, s4hana, digitaltransformation, solution manager, focused run, cloudalm

Id: MxkEFf4vz1s

Length: 57min 49sec (3469 seconds)

Published: Tue Apr 20 2021