SAP Press - IT Service Management in SAP Solution Manager

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作者 SAP 2013年出版 分类:sap 1154

SAP Press - IT Service Management in SAP Solution Manager 英文原版,可编辑带导航非影印版!

PART I: Introduction

1 An Overview of IT Service Management .................................... 29
1.1 Overview of ITIL and IT Service Management ................................. 30
1.1.1 Background ........................................................................ 30
1.1.2 What Is ITIL? ...................................................................... 31
1.1.3 IT Service Management Roadmap ...................................... 32
1.2 Application Lifecycle Management in SAP ...................................... 33
1.2.1 Main Components of Application Lifecycle Management ... 34
1.2.2 ITIL’s Six Phases of Application Lifecycle Management ....... 37
1.3 Incident Management .................................................................... 39
1.3.1 Overview of Incident Management .................................... 40
1.3.2 Incident Management According to ITIL ............................ 41
1.3.3 Incident Management in SAP Solution Manager ................ 42
1.4 Service Request Management ......................................................... 43
1.4.1 Overview of Service Request Management ......................... 44
1.4.2 Service Request Management According to ITIL ................. 44
1.4.3 Service Request Management in SAP Solution Manager ..... 45
1.5 Problem Management .................................................................... 46
1.5.1 Overview of Problem Management .................................... 46
1.5.2 Problem Management According to ITIL ............................ 47
1.5.3 Problem Management in SAP Solution Manager ................ 50
1.6 Change Management ...................................................................... 51
1.6.1 Overview of Change Management ..................................... 52
1.6.2 Change Management According to ITIL ............................. 52
1.7 Integration of ALM and ITSM ......................................................... 53
1.8 Summary ........................................................................................ 54
2 User Interfaces for SAP ITSM Functions in
SAP Solution Manager 7.1 ......................................................... 57
2.1 SAP CRM Web User Interface ......................................................... 57
2.1.1 Key Features ...................................................................... 59
2.1.2 Navigating the SAP CRM Web UI ....................................... 64
2.1.3 Role-Specific Views ............................................................ 67
2.1.4 Architecture ....................................................................... 70
2.2 Work Centers ................................................................................. 82
2.2.1 What Is a Work Center in SAP Solution Manager? .............. 83
2.2.2 Key Features of SAP Solution Manager Work Centers ........ 83
2.2.3 Navigating the Work Centers ............................................. 85
2.2.4 Architecture of SAP Solution Manager Work Centers ......... 85
2.3 Summary ........................................................................................ 88
3 Preparing Your SAP Solution Manager System to
Support SAP ITSM Functions ..................................................... 89
3.1 Post-Installation and Technical Setup ............................................. 90
3.1.1 Overview ........................................................................... 90
3.1.2 System Preparation ............................................................ 92
3.1.3 Basic Configuration ............................................................ 97
3.1.4 IT Service Management ...................................................... 98
3.2 Authorization Roles and Security Concept ...................................... 106
3.2.1 Incident Management User Roles ....................................... 106
3.2.2 Change Request Management ............................................ 107
3.2.3 Security Concept ................................................................ 109
3.3 Master Data Maintenance .............................................................. 109
3.3.1 Business Partners ............................................................... 110
3.3.2 Organizational Model ........................................................ 115
3.3.3 iBase .................................................................................. 120
3.3.4 Number Ranges ................................................................. 122
3.4 Adapting the SAP CRM Web UI: Configuration and
Personalization ............................................................................... 128
3.4.1 Business Role SOLMANPRO .............................................. 129
3.4.2 Business Role Maintenance ................................................ 131
3.4.3 Adapting the Business Role ................................................ 133
3.4.4 Personalizing the SAP CRM Web UI Layout ........................ 142
3.4.5 Configuring the SAP CRM Web UI Layout .......................... 145
3.5 Summary ........................................................................................ 151
PART II: Application Incident Management
4 An Overview of Application Incident Management .................. 155
4.1 Goals and Motivation ..................................................................... 155
4.1.1 The Evolution of SAP Service Desk ..................................... 156
4.1.2 Application Incident Management in a Nutshell ................. 156
4.1.3 The Goal of Application Incident Management .................. 157
4.2 Architecture and Infrastructure ....................................................... 158
4.2.1 IT Service Desk .................................................................. 159
4.2.2 Operability with Related Components ................................ 160
4.3 New Features and Enhancements Delivered with
SAP Solution Manager 7.1 .............................................................. 161
4.3.1 Release 7.1-Based Transaction Types ................................. 162
4.3.2 New Features in SAP ITSM ................................................. 163
4.3.3 Enhanced Features ............................................................. 172
4.4 SAP CRM Web UI for Creating, Processing, and Tracking ................ 174
4.4.1 Overview ........................................................................... 174
4.4.2 Application Incident Management Web UI ........................ 175
4.5 Summary ........................................................................................ 176
5 Application Incident Management End-User Roles
and Process Flows ...................................................................... 179
5.1 Roles in Application Incident Management ..................................... 179
5.1.1 Designing a Tiered Support Structure ................................. 180
5.1.2 Active Users ....................................................................... 184
5.1.3 External/Background Roles ................................................. 186
5.2 Incident Management Process ........................................................ 188
5.2.1 Breaking Down the Process of Incident Management ......... 189
5.2.2 Find Incident ..................................................................... 190
5.2.3 Receive Incident ................................................................ 194
5.2.4 Search for Solution ............................................................. 198
5.2.5 Dispatch Incident ............................................................... 201
5.2.6 Provide Solution ................................................................ 204
5.3 Problem Management Process ........................................................ 205
5.3.1 Breaking Down the Process of Problem Management ........ 206
5.3.2 Find Problem ..................................................................... 207
5.3.3 Receive Problem ................................................................ 207
5.3.4 Search for Solution ............................................................. 210
5.3.5 Forward Problem ............................................................... 210
5.3.6 Provide Solution ................................................................ 210
5.4 Service Request Management Process ............................................ 213
5.4.1 Breaking Down the Process of Service Request
Management ..................................................................... 214
5.4.2 Find or Create Service Request ........................................... 215
5.4.3 Receive Service Request ..................................................... 216
5.4.4 Complete Checklist Item .................................................... 217
5.4.5 Access Workflow Task ........................................................ 218
5.5 Summary ........................................................................................ 219
6 Integration into Application Lifecycle Management ................. 221
6.1 Design and Build Phases ................................................................. 222
6.1.1 Design Phase (Business Blueprint) ...................................... 222
6.1.2 Build Phase (Configuration) ................................................ 225
6.2 Test Phase ...................................................................................... 226
6.2.1 Test Case Errors ................................................................. 227
6.2.2 Relating Test Cases to Incidents ......................................... 230
6.3 Deploy Phase ................................................................................. 233
6.4 Operate Phase ................................................................................ 234
6.4.1 Technical Monitoring Alerts ............................................... 234
6.4.2 Business Process Monitoring Alerts .................................... 236
6.5 Summary ........................................................................................ 237
7 Channels for Creating and Resolving Incidents and Problems ... 239
7.1 Inbound Channels .......................................................................... 240
7.1.1 SAP Frontend Integration ................................................... 241
7.1.2 Web Self-Service: SAP CRM Web UI .................................. 245
7.1.3 Web Self-Service: Work Center .......................................... 247
7.1.4 Interaction Center .............................................................. 248
7.1.5 Email ................................................................................. 248
7.2 Follow-Ups ..................................................................................... 250
7.2.1 SAP Support ...................................................................... 251
7.2.2 Request for Change ............................................................ 253
7.2.3 External Help Desk Integration ........................................... 254
7.2.4 Tasks .................................................................................. 258
7.3 Summary ........................................................................................ 259
8 Core Features of Application Incident Management ................. 261
8.1 Business Roles and Predefined User Interfaces ................................ 262
8.1.1 SAP ITSM End User ............................................................ 263
8.1.2 SAP ITSM Level 1 Support UI ............................................. 265
8.1.3 SAP ITSM Professional UI ................................................... 266
8.1.4 Hide Unused Assignment Blocks ........................................ 267
8.2 Details ............................................................................................ 268
8.2.1 Categorization .................................................................... 269
8.2.2 Processing Data ................................................................. 273
8.2.3 Relationships ..................................................................... 276
8.2.4 Object Relationships .......................................................... 278
8.3 Text Management .......................................................................... 280
8.3.1 Text Description ................................................................. 280
8.3.2 Text Log ............................................................................. 285
8.4 Related Test Cases .......................................................................... 286
8.4.1 Template ID ....................................................................... 287
8.4.2 Test Package ...................................................................... 287
8.4.3 Status Text ......................................................................... 288
8.5 SAP Collaboration ........................................................................... 288
8.5.1 Overview ........................................................................... 289
8.5.2 SAP xSearch ....................................................................... 289
8.5.3 System Data ....................................................................... 291
8.5.4 Prerequisites ...................................................................... 292
8.5.5 SAP Component ................................................................. 292
8.5.6 Additional Information ....................................................... 295
8.5.7 Summary & Send ................................................................ 296
8.5.8 Additional Activities ........................................................... 297
8.6 SAP Notes ...................................................................................... 299
8.6.1 SAP Note Search Options ................................................... 300
8.6.2 Integrated Capabilities ....................................................... 301
8.7 Attachments ................................................................................... 303
8.8 Checklists ....................................................................................... 306
8.9 Scheduled Actions .......................................................................... 308
8.10 Processing Log ................................................................................ 310
8.11 Related Transactions ....................................................................... 311
8.12 Summary ........................................................................................ 312
9 Additional Features of Application Incident Management ....... 315
9.1 Time Recording .............................................................................. 315
9.1.1 Overview ........................................................................... 315
9.1.2 Factors of Time Recording .................................................. 316
9.1.3 Process to Record Time ...................................................... 319
9.2 Service Level Management ............................................................. 321
9.2.1 Overview ........................................................................... 322
9.2.2 Key Concepts ..................................................................... 322
9.2.3 Assignment Block Details ................................................... 324
9.2.4 Date Types ......................................................................... 327
9.2.5 Date Durations .................................................................. 328
9.2.6 Calculating IRT and MPT .................................................... 329
9.3 Dispatching Messages to the Support Team .................................... 330
9.3.1 Overview ........................................................................... 330
9.3.2 Components for Rule Processing ........................................ 331
9.3.3 Options for Dispatching ..................................................... 334
9.4 Knowledge Articles ......................................................................... 337
9.4.1 Overview ........................................................................... 337
9.4.2 User Interface .................................................................... 342
9.4.3 Core Capabilities ................................................................ 344
9.5 Summary ........................................................................................ 349
10 Functional Configuration for Application Incident
Management .............................................................................. 351
10.1 Chapter Overview ........................................................................... 352
10.1.1 How This Chapter Is Structured .......................................... 352
10.1.2 Assumptions ...................................................................... 353
10.2 Partner Determination Procedure ................................................... 356
10.2.1 Create a New Partner Function .......................................... 357
10.2.2 Assign New Partner Function to Partner Determination
Procedure .......................................................................... 358
10.2.3 Specify Partner Function Display in Transactions ................ 360
10.2.4 Maintain SAP CRM Web UI Settings for Partner
Determination ................................................................... 362
10.3 Support Team Determination ......................................................... 365
10.3.1 Configuration Overview ..................................................... 365
10.3.2 Create Application in the Business Rules Framework ........ 366
10.3.3 Create the Ruleset ............................................................ 368
10.3.4 Create the Decision Table ................................................. 370
10.3.5 Create the Rule ................................................................ 376
10.3.6 Simulate the Rule ............................................................. 378
10.3.7 Set Actions for Support Team Determination .................... 380
10.3.8 Automatic Forwarding of Messages .................................. 381
10.4 Time Recording .............................................................................. 385
10.4.1 Define Activity Descriptions and Values ............................ 385
10.4.2 Time Recording Reminders ............................................... 388
10.5 Categorization ................................................................................ 390
10.5.1 Baseline Categorization Schema ........................................ 392
10.5.2 Assign Transaction Types to Catalog Categories ................ 394
10.5.3 Create/Modify Schema ..................................................... 396
10.5.4 Assign Application Area .................................................... 399
10.5.5 Activate Categorization Schema ........................................ 400
10.5.6 Updating an Active Schema .............................................. 401
10.5.7 Add Additional Category Levels ........................................ 402
10.5.8 Adding a Second Categorization Block .............................. 404
10.5.9 Importing Categorization Schema to Another System ....... 409
10.5.10 Solution Categorization .................................................... 412
10.6 Text Management .......................................................................... 413
10.6.1 Text Determination Procedures ........................................ 414
10.6.2 Text Formatting ................................................................ 418
10.6.3 System Text Templates ..................................................... 420
10.7 Status Profile .................................................................................. 424
10.7.1 Create New Status Value .................................................. 426
10.7.2 Authorization Keys ........................................................... 430
10.7.3 Status Mapping ................................................................ 435
10.7.4 Status Dependencies ........................................................ 436
10.8 SLA Escalation ................................................................................ 439
10.8.1 Define Service and Response Profiles ................................ 439
10.8.2 Define SLA Determination Procedure ............................... 444
10.8.3 Define Settings for Durations ............................................ 446
10.8.4 Specify Customer Time Status ........................................... 447
10.8.5 Adjust Thresholds for IRT and MPT Status ........................ 449
10.8.6 Schedule Escalation Background Job ................................. 449
10.8.7 Activate SLA Escalations ................................................... 451
10.9 Actions and Conditions ................................................................... 452
10.9.1 Automatic Email Notifications .......................................... 452
10.10 Priorities ......................................................................................... 463
10.10.1 Priority Values .................................................................. 463
10.10.2 Impact, Urgency, Recommended Priority Values ............... 468
10.11 Additional Capabilities .................................................................... 470
10.11.1 Customer-Specific Application Components ..................... 471
10.11.2 Create Follow-Up Document ............................................ 474
10.11.3 Processing Log ................................................................. 478
10.11.4 Worklist ........................................................................... 479
10.12 Summary ........................................................................................ 482
PART III: Change Request Management
11 An Overview of Change Request Management ......................... 487
11.1 Goals and Motivation ..................................................................... 488
11.1.1 Top Drivers for Change Control ........................................ 488
11.1.2 Addressing the Challenges, Constraints, and
Requirements ................................................................... 488
11.1.3 ChaRM in a Nutshell ........................................................ 489
11.1.4 The Goal of ChaRM .......................................................... 490
11.2 Architecture and Infrastructure ....................................................... 491
11.2.1 Components of Change Request Management ................. 491
11.2.2 The Three Tiers of Change Request Management ............. 496
11.2.3 An Introduction to Change Transaction Types ................... 498
11.3 New Features and Enhancements Delivered with
SAP Solution Manager 7.1 .............................................................. 499
11.3.1 Transaction Types ............................................................. 500
11.3.2 Decoupling and Reassigning Transport Requests ............... 501
11.3.3 Change Project Assignment .............................................. 503
11.3.4 Status-Dependent Import of Transport Requests .............. 507
11.3.5 Process Improvements ...................................................... 507
11.3.6 Preliminary Import for Normal Changes ............................ 512
11.3.7 Changes Delivered in Assignment Blocks .......................... 514
11.4 Web UI for Creating, Processing, and Tracking ................................ 526
11.5 Summary ........................................................................................ 528
12 Change Request Management End-User Roles and
Process Flows ............................................................................. 529
12.1 ChaRM in the SAP Ecosystem ......................................................... 529
12.2 Roles in Change Request Management ........................................... 531
12.2.1 Requester .......................................................................... 533
12.2.2 Service Employee ............................................................... 533
12.2.3 Change Approver ............................................................... 533
12.2.4 Change Advisory Board (CAB) ............................................ 534
12.2.5 Developer .......................................................................... 535
12.2.6 Tester ................................................................................ 535
12.2.7 IT Operator ........................................................................ 535
12.3 Request for Change Process ............................................................ 536
12.3.1 Process and Tools .............................................................. 536
12.3.2 Starting the Request for Change Process ............................ 539
12.3.3 Subprocess: Scope Extension .............................................. 548
12.4 Key Differences between Normal and Urgent Changes .................... 552
12.4.1 Transport Request Handling ............................................... 552
12.4.2 Test Transports .................................................................. 553
12.4.3 Maintenance Cycle ............................................................. 555
12.4.4 Task List ............................................................................. 557
12.5 Normal Change Process .................................................................. 558
12.5.1 Normal Change Process Overview ...................................... 559
12.5.2 End-User Roles in the Change Process ................................ 560
12.6 Urgent Change Process ................................................................... 575
12.6.1 Developer: Implements Change ......................................... 576
12.6.2 Tester: Tests Change .......................................................... 581
12.6.3 Change Approver: Approves Change for
Production Import ............................................................. 583
12.6.4 IT Operator: Imports Change into Production .................... 584
12.7 Administrative Change Process ....................................................... 588
12.7.1 IT Operator: Performs Administrative Activities .................. 590
12.7.2 Change Approver: Confirms Administrative Activities ......... 593
12.8 General Change Process .................................................................. 595
12.8.1 Developer: Implements Change ......................................... 596
12.8.2 Tester: Tests Change .......................................................... 598
12.8.3 Developer: Documents Change .......................................... 600
12.8.4 Change Approver: Evaluates and Confirms Change ............. 602
12.9 Defect Correction Process ............................................................... 604
12.9.1 Tester: Creates Defect Correction ....................................... 606
12.9.2 Developer: Implements Defect Correction .......................... 607
12.9.3 Tester: Tests Defect Correction .......................................... 611
12.10 Summary ........................................................................................ 614
13 Additional Features of Change Request Management .............. 615
13.1 Retrofit ........................................................................................... 615
13.1.1 Overview ........................................................................... 616
13.1.2 Retrofit Process Overview (High-Level) .............................. 618
13.1.3 Retrofit in Use .................................................................... 624
13.2 Cross-System Object Lock (CSOL) ................................................... 627
13.2.1 Overview ........................................................................... 628
13.2.2 Common Use Cases ............................................................ 632
13.2.3 Cross-System Object Lock in Use ....................................... 636
13.3 Critical Object Check ...................................................................... 639
13.3.1 Overview ........................................................................... 640
13.3.2 Critical Object Check in Use ............................................... 640
13.4 Managing Changes for Non-ABAP Systems ..................................... 643
13.4.1 Overview ........................................................................... 643
13.4.2 CTS+ Integration into Change Request Management .......... 644
13.5 Summary ........................................................................................ 644
14 Enabling the Transport Management System for
Change Request Management ................................................... 647
14.1 What You Should Know Before Setting up TMS for ChaRM ............ 647
14.1.1 Getting Started .................................................................. 648
14.1.2 Import Strategy and Changes as of Release 7.1 .................. 649
14.2 Enabling the Transport Management System for ChaRM ................. 651
14.2.1 Define Transport Routes .................................................... 652
14.2.2 Activate Extended Transport Control .................................. 652
14.2.3 Configure Transport Strategy .............................................. 654
14.2.4 Check Transport Domain Controller ................................... 656
14.2.5 Add Import Authorizations ................................................ 657
14.2.6 Create RFC Destination Domain Controller ........................ 657
14.3 Summary ........................................................................................ 658
15 Functional Configuration for Change Request Management .... 659
15.1 Chapter Overview ........................................................................... 660
15.1.1 How This Chapter Is Structured .......................................... 660
15.1.2 Assumptions ...................................................................... 661
15.1.3 Cross-ITSM Functionalities ................................................. 663
15.2 Basic Configuration ......................................................................... 664
15.2.1 Overview ........................................................................... 665
15.2.2 Integrate Change Request Management with
SAP Solution Manager ....................................................... 665
15.2.3 Activate SAP Solution Manager Services ............................. 668
15.3 Standard Configuration ................................................................... 670
15.3.1 Overview ........................................................................... 670
15.3.2 Set Project Assignment of Requests as Mandatory .............. 670
15.3.3 Specify Change Request Transaction Type .......................... 673
15.4 Enabling SAP ITSM Process Integration ........................................... 674
15.4.1 Define General Copying Control Rules for
Transaction Types .............................................................. 675
15.4.2 Define Change Request Management Mapping Rules
for Copying Control ........................................................... 678
15.5 Adapting Standard Change Request Management Workflow .......... 683
15.5.1 Overview ........................................................................... 683
15.5.2 Status Administration ......................................................... 684
15.5.3 Maintain Action Profile ...................................................... 691
15.5.4 Maintain Conditions .......................................................... 695
15.6 Approval Settings ........................................................................... 699
15.6.1 Overview ........................................................................... 699
15.6.2 Define Approval Settings and Assign Procedure to
Transaction Type ................................................................ 700
15.6.3 Approval Procedures Determined by Rule Modeler ............ 707
15.7 Extended Configuration .................................................................. 709
15.7.1 Overview ........................................................................... 709
15.7.2 Critical Transport Objects ................................................... 710
15.7.3 Activate Cross-System Object Lock and Downgrade
Protection .......................................................................... 713
15.7.4 Change Request Management Reporting Service ................ 717
15.7.5 Transport Request Import Strategy (Status-Dependent
Imports) ............................................................................. 719
15.8 Additional Features ........................................................................ 721
15.8.1 View 7.0 Transaction Types in SAP CRM Web UI ............... 721
15.8.2 Define Risk Levels .............................................................. 723
15.8.3 Adjust the Behavior of UI Objects by Status ....................... 724
15.8.4 Define Which Transaction Types Must Be Completed
with a Project Cycle ........................................................... 727
15.9 Summary ........................................................................................ 729
16 Maintenance and Project Administration Activities ................. 731
16.1 Implementation and Maintenance Projects ..................................... 731
16.1.1 Overview and Architecture ................................................ 732
16.1.2 Implementation, Template, and Upgrade Projects .............. 735
16.1.3 Maintenance Projects ........................................................ 737
16.1.4 Creating an SAP Solution Manager Project ......................... 739
16.2 Maintenance and Project Cycles ..................................................... 747
16.2.1 Overview and Architecture ................................................ 747
16.2.2 Cycle Transaction ............................................................... 752
16.2.3 Cycle Task List .................................................................... 754
16.2.4 Project and Maintenance Cycle Phases ............................... 757
16.2.5 Creating an SAP Solution Manager Maintenance Cycle ....... 762
16.3 Completing the Maintenance or Project Cycle ................................ 766
16.3.1 Maintenance Cycles: Deciding Whether to Complete
or Reuse ............................................................................ 767
16.3.2 Setting the Complete Phase: What to Expect ..................... 768
16.4 Maintenance Cycle Strategy ............................................................ 770
16.4.1 Example ............................................................................. 771
16.4.2 Common Scenarios ............................................................ 772
16.5 IMG and CTS Projects ..................................................................... 773
16.5.1 Overview and Architecture ................................................ 774
16.5.2 Navigate IMG Project and CTS Data ................................... 774
16.6 Summary ........................................................................................ 777
PART IV: Reporting and Analytics
17 Introduction to SAP IT Service Management Reporting
and Analytics: AIM and ChaRM ................................................. 781
17.1 SAP IT Service Management Analytics Overview ............................. 782
17.1.1 SAP IT Service Management Analytics: Key Components ... 782
17.1.2 Roles in SAP ITSM Analytics ............................................... 783
17.2 SAP IT Service Management Analytics Capabilities .......................... 784
17.2.1 Search and Monitoring ....................................................... 784
17.2.2 Interactive Reporting ......................................................... 792
17.3 SAP Solution Manager with SAP NetWeaver BW ............................ 794
17.3.1 SAP NetWeaver BW Integration into SAP ITSM Analytics ... 795
17.3.2 SAP ITSM BW Dashboards ................................................. 796
17.3.3 SAP NetWeaver BW Reporting ........................................... 799
17.4 Summary ........................................................................................ 803
18 Change Request Management Reporting and Analytics ........... 805
18.1 Introduction to Change Request Management Reporting ................ 805
18.2 Components of Change Request Management Reporting ................ 807
18.2.1 Data Collection .................................................................. 807
18.2.2 Retrieving the Data ............................................................ 808
18.2.3 Data Display ...................................................................... 810
18.2.4 Status of Data .................................................................... 811
18.2.5 Change Request Management Reporting:
Use-Case Examples ............................................................ 812
18.3 Transport Request Tracking ............................................................ 816
18.3.1 Transport Request Tracking Capabilities ............................. 816
18.3.2 Enabling the Change Request Reporting Service ................. 822
18.4 Other Change Request Management Reports ................................. 824
18.4.1 Project Logistics ................................................................. 824
18.4.2 Task Lists ........................................................................... 825
18.5 Summary ........................................................................................ 826
Appendices ....................................................................................... 827
A Lessons Learned When Implementing SAP ITSM Functions ....................... 829
A.1 Organizing an SAP ITSM Implementation ....................................... 829
A.2 Blueprint and Design Considerations .............................................. 848
A.3 System Configuration Approach ...................................................... 851
A.4 Positioning Yourself for a Successful Go-Live .................................. 853
A.5 Summary ........................................................................................ 861
B Upgrading to SAP Solution Manager 7.1 ................................................... 863
B.1 What You Need to Know to Transition to Release 7.1 .................... 864
B.2 SAP ITSM Transition Strategy ......................................................... 873
B.3 Configuration Upgrade Roadmap .................................................... 881
B.4 Summary ........................................................................................ 882
C The Author ............................................................................................... 883

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