SAP Solution Manager Enterprise Edition

1 SAP Enterprise Support 23
1.1 Integrated Quality Assurance Process 24
1.2 Focus on Reducing Risks 26
1.3 Lower Operating Costs by Standardization 29
1.4 Optimizing Business Advantages 31
1.5 Achieving Innovation Without Disrupting Operations 32
1.6 Run SAP Methodology 35
1.7 Supporting Business-Critical Processes 37
1.8 SAP Global Support Backbone 39
1.9 SAP Enterprise Support -- A New Offering for a New IT World 40

2 Concept of SAP Solution Manager Enterprise Edition 43
2.1 SAP Solution Manager as a Platform for Application Management and Administration 47
2.2 Transparency 56
2.3 SAP Solution Manager as a Collaborative Platform 58

3 Cross-Phase Functions and Concepts in SAP Solution Manager 71
3.1 The Work Center as the Central Access Point for SAP Solution Manager 72
3.2 Integrated and Consistent Quality Management 89

4 Requirements Phase 95
4.1 SAP Business Maps 95
4.2 SAP Solution Manager Content -- Process Orientation and Accelerated Implementation 102
4.3 Solution Documentation Assistant 108

5 Design Phase 119
5.1 Roadmaps -- Professional Project Guidance 119
5.2 Project Administration as the Cornerstone of Project Preparation 134
5.3 Documentation of Solution 145
5.4 Business Blueprint -- Conceptual Design for Your Solution 151
5.5 Customer Developments 161
5.6 Reporting -- Design Phase 172

6 Build and Test Phase 187
6.1 Solution Configuration 188
6.2 Test Management 198

7 Deploy Phase 227
7.1 Solutions in the Solution Directory 228
7.2 E-Learning Management -- Efficient Knowledge Transfer During Projects 236
7.3 Reporting -- Deploy Phase 242

8 Operate Phase 245
8.1 System Administration 246
8.2 Solution Monitoring 260
8.3 Downtime Management 290
8.4 Issue Management 299
8.5 Job Scheduling Management 309
8.6 Planning and Delivery of SAP Services 320
8.7 Incident Management 328
8.8 End-to-End Root Cause Analysis 348
8.9 Solution Reporting 368

9 Optimize Phase 391
9.1 Change Request Management

Schäfer, Marc O.
Marc Oliver Schäfer studied English and German Literatures and Languages at the University of Tübingen and worked with DaimlerChrysler as a language and intercultural trainer for two years. He joined SAP in 2000 as a product manager for the Customizing Tools development team. In 2005, Marc became part of the Service Solution Management organization as a senior product manager where his responsibilities lie with compliance, Change Request Management and Service Desk topics in SAP Solution Manager. He can be reached at marc.oliver.schaefer@sap.com.

Melich, Matthias
Dr. Matthias Melich studied English Literature at the University of Rochester (New York), and Mathematics and English Philology at the University of Cologne. He also received his Ph.D. in Computer-Based Language Learning at the University of Cologne in 1993. He joined SAP in 1995 as a member of the Common Objects and Modeling team, and a year later joined the Archiving Solutions team. In 1998, Matthias bSchäfer, Marc O.
Marc Oliver Schäfer studied English and German Literatures and Languages at the University of Tübingen and worked with DaimlerChrysler as a language and intercultural trainer for two years. He joined SAP in 2000 as a product manager for the Customizing Tools development team. In 2005, Marc became part of the Service Solution Management organization as a senior product manager where his responsibilities lie with compliance, Change Request Management and Service Desk topics in SAP Solution Manager. He can be reached at marc.oliver.schaefer@sap.com.Melich, Matthias
Dr. Matthias Melich studied English Literature at the University of Rochester (New York), and Mathematics and English Philology at the University of Cologne. He also received his Ph.D. in Computer-Based Language Learning at the University of Cologne in 1993. He joined SAP in 1995 as a member of the Common Objects and Modeling team, and a year later joined the Archiving Solutions team. In 1998, Matthias became