SNOW Adapter By CONCORN - SAP Software Solutions
SNOW Adapter by CONCORNSeamless Integration between SAP Solution Manager and ServiceNowValton BerishaWilliam PerezE: valton.berisha@concorn.comM: 909 471 3574I: www.concorn.com/snowE: william.perez@concorn.comM: 713 855 2567I: www.concorn.com/snowNovember 2020PUBLIC
AgendaCONCORN Who we are ServicesSNOW Adapter Overview Problem Description What is the SNOW Adapter Benefits of SNOW Installation Components Technical Overview Value PropositionLIVE DEMO Integration with ChaRM Alert Direct – Integrate SAP Solution Manager ITSM with ServiceNow Help Direct – Integration of Managed System with ServiceNowQ&A and Contact Info Questions and Answers Information of SNOW on SAP App Center / Carahsoft / CONCORN SNOW Videos 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC2
CONCORN
About CONCORNCOMPANY DESCRIPTIONCONCORN is a professional consulting company specializing in Application Lifecycle Management powered by SAP Solution Managerand third-party tools based on ITIL best practices. CONCORN is a California-based company. CONCORN has worked with companiesof all sizes, large and small, including many Fortune 500 companies, providing our exclusive solution / service offerings to helpimplement process improvements that support business growth. CONCORN strives to maintain credibility by providing solutions fora solid foundation to support the delivery of quality applications. Our solutions create the opportunity for our customers to achievegreater speed and agility, collaboration, productivity and best maintenance practices, along with greater return on investment (ROI).CONCORN Vision Statement:CONCORN Mission Statement:“We add value to CONCORN’s and SAP’s customers by understanding theirbusiness needs and requirements and recommending SAP and certifiedpartner solutions that reduce costs, improve revenues and can improvecustomer acquisition and retention down to the end user experience.”“To profitably create, deliver and support comprehensive SAP andPartner solutions to the SAP customer base that enables them to operatetheir SAP Landscape with a low risk, highly effective environment. Wewill achieve this both locally and globally with select partnersSAPAccreditationPartner QualityProgram 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC4
Services offered by CONCORNProcess, Project andPortfolio ManagementBusiness ProcessManagementTest Management /TCoEITSM/Change ControlManagement/ ReleaseDevOps/ Run SAP likea Factory/OCCAgile Project andPortfolio Management(PPM) and ITPPMSAP Business ProcessDocumentation/BlueprintsTest StrategyAssessmentsITSM- IncidentManagement &ServiceNowCoE/NOC/MCCBusiness ProcessManagement (BPM)Business ProcessModelingTesting Center ofExcellence (TCoE)ContinuousDevelopmentRun SAP like a Factory/Operations ControlCenter (OCC)Design, UX/UI,Development, DevOpsDesign, UX/UIFocused SolutionsFocused BuildABAP DevelopementFocused InsightAgile MethodologyRequirementsManagementPerformance Testing/Cyber SecurityChange RequestManagement (ChaRM)DevOpsAgile ALM and DevOpsRequirements toOperationsImplementation (ALM)Custom CodeManagementTest Automation/DataManagementChange ImpactAnalysis (CIA)LaMaLandscapeManagementData ManagementGCP, AWS, Azure, HCP,Open SourceEngagement Models 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICTime and MaterialFixed CostManaged ServicesFocused RunMaintenance and Support5
SNOW Adapter Overview
Problem DescriptionWhat’s the current state of IT Operations? Large amount of customers working with manual processes Complexity, errors, lack of visibility and traceability Custom integrations are costly and make it more challenging to keep up with SAP and ServiceNowlatest updates and innovations Not best practices and uneven workflows Business and Technical information IS NOT consolidated from ONE UI 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC7
SNOW: ALL in ONE Solution IntegrationThe SNOW adapter is the only product on the marketendorsed by SAP that integrates ServiceNow withSAP Solution Manager on: Change Request Management (ChaRM) Application Operations Technical Monitoring Business Process Monitoring Job Monitoring Incident Management (ITSM) Incident to Incident Reporting and Dashboards Create Reports and Dashboards withinServiceNow 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC8
Business BenefitsChaRM Integration Reduce data replication andeliminate dual workflowmanagement between the twosystemsBi-directional integrationincluding header integrationdetails that provide greatervisibility and traceability forBusiness and Technical usersin the entire change life cycleReduce risks to Productionsystems by enforcing dataaccuracy and approvals viaONE workflow 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICAlertDirectHelpDirectReporting Instant access to SAP AlertContext via ServiceNowticket Create Incidents inServiceNow directly fromback-end systems such as(ABAP, Fiori, S/4 Hana etc.)More powerful and robustreporting by having keyinformation from bothtools in one central UI,therefore helping userssuch as Change ApprovalsBoard members, ReleaseManagers and overallBusiness users to gaingreater visibility andefficientcy ServiceNow Tickets containSAP context for quickresolution Reduced user ‘Ping-Pong' dueto ServiceNow ticket contextcompleteness Automatic creation ofIncidents in ServiceNow viaSNOW enhancement No need to configure ITSM inSAP Solution Manager (DirectIntegration)Proactively reduce systemdowntime by quick reactingon issues and problems No need to configure ITSMin SAP Solution Manager(Direct Integration) 9
Change Management System RolesCABBusiness ManagerChange OwnerBasis TeamDeveloper / Tester System of record for all changes Manages the operative aspect ofthe change Leading system for approvals ofchanges going into productionsystem Direct integration with transportmanagement (Development andTesting) Manage the administrative part ofthe change process 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC10
Single Source of Truth for: Reporting / Dashboards / Analytics 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICChange TypeStatusChange CycleTesterDeveloperChange #.11
Installation ComponentsSNOW Adapter is packaged and delivered in two parts: Scope application for ServiceNowAn Add-on for SAP Solution ManagerServiceNowScope ApplicationNo MiddlewareSAP SolutionManagerAdd-OnSNOW Installation MilestonesDeploy scopeapplication inServiceNow 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICInstall Add-onin SAPSolutionManagerConfigureSNOWSNOWLive12
Technical Overview and ArchitectureBAdIsUI EnhancementsReportsHTTPSService InterfaceUI EnhancementsReportsOData ServiceCONCORN CertifiedScoped ApplicationREST API Wrapper/SNOW/ CONCORN Add-OnHTTPS SAP Solution Manager 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC13
Value PropositionEmpowerreporting anddashboards byhaving allinformation inone source oftruthSave time from highcost resources byeliminatingand datareplication and dualworkflowmanagement 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICReduce risks toproduction systems byenforcing dataaccuracy andapprovals via ONEworkflowReduce systemdowntime by quickreactions onissues andproblemsIncrease overallROI of SAPSolution Managerand ServiceNowImplementation14
LIVE DEMO
ServiceNow Change Request to DeployChange RequestCAB/Release ManagerChange OwnerBusiness ManagerChange OwnerNewAssessAuthorizeIn DevTo Be TestedScheduleImplementReviewClosedCancelledSAP Solution ManagerChange DocumentCreatedSuccessfullyTestedApproved byCABAuthorizedforProductionImported intoProductionCompletedBasis TeamDeveloper / TesterWithdrawn 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC16
Q&ASAP App CenterCONCORNSAP AppCenterwww.concorn.com/snowsnow@concorn.com 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC17
SNOW VIDEOSCONCORN SNOW Adapter IntroCreate incidents in ServiceNow directly from Alert InboxSelect change cycle directly from ServiceNow change requestJump from ServiceNow to ChaRMJump from ChaRM onto ServiceNowCreate Incident Directly from Managed SystemAutomatic Creation of Change Document 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICWatch VideoWatch VideoWatch VideoWatch VideoWatch VideoWatch VideoWatch Video18
Extra SlidesSNOW Release 2.0, Q1 2021
SNOW: Release 2.0ITSM Integration: Integration of ABAP-based SAP systems with ServiceNow ITSMITOM Integration: Integration with ServiceNow Event Management Integration of Focused Run and ServiceNow ITSM / Event ManagementAllow SAP users to submit ServiceNow incidents directly from the SAP UI (Fiori, classic SAP GUI and more) No need for Solution Manager ITSM, incident creation directly from ECC, S/4HANA or any ABAPbased system Incidents have all relevant information attached automaticallyAutomatic categorization and routing based on transaction code, module or SAP systemEfficient duplicate management (automatic parent-child relationship between ServiceNow incidents)Embedded ServiceNow Knowledge Base search in SAP GUIAutomatic SAP Note search 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC20
SNOW: Release 2.0SNOW: How it will help – ITSM ModuleIncomplete incident description from SAP end users 70% of the time is spent in the ‘investigate and diagnose’ phase of incident responseInaccurate manual routing and categorization of incidents The service desk has to manually assign the relevant assignment group, business service,application service etc.Many duplicate incidents A high-impact incident affecting hundreds of SAP users may cause a lot of duplicateincidents to be submitted by end usersUnderutilized Knowledge Base SAP users often don’t bother to do a search in the ServiceNow Knowledge Base 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC21
SNOW: Release 2.0Depending on the problem type, the following information is attached automatically: SAP user, system, and transaction detailsBusiness context: screen field contentsScreenshotsAuthorization reportRuntime error details (“short dump”)Job logSpool outputApplication logList of relevant SAP NotesBrowser console entriesSolution Manager Alert detailsBenefits: The Support Teams can immediately start working on a solution Lower MTTR 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC22
SNOW: Release 2.0 - Feature #1 – SAP Details AttachedDepending on the problem type, the following information is attached automatically: SAP user, system, and transaction detailsBusiness context: screen field contentsScreenshotsAuthorization reportRuntime error details (“short dump”)Job logSpool outputApplication logList of relevant SAP NotesBrowser console entriesSolution Manager Alert detailsBenefits: The Support Teams can immediately start working on a solution Lower MTTR 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC23
SNOW: Release 2.0 - Feature #2 – Automatic Routing And CategorizationSet up rules either in an SAP customizing table or in ServiceNow to route your incidents to the relevantAssignment Group Based on transaction code For ex. incidents created from VA* shall go to the “SAP SD” Assignment Group Based on application component For ex. incidents created from any transaction that belongs to the FI* component shall go tothe “SAP Finance” Assignment Group Based on SAP system For ex. incidents created from SAP system BW* shall go to the “SAP BW” AssignmentGroup Based on UI technology For ex. all incidents created from Fiori apps shall go to the “SAP Fiori” Assignment GroupCustom business logic can be implemented on the SAP side or in ServiceNow: Any other ServiceNow field can be populated based on SAP technical detailsBenefits: 91% accurate routing (case study) Lower MTTR 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC24
SNOW: Release 2.0 - Feature #3 – Duplicate Management Monitor a specified timeframe (for ex. 24 hours) for incidents submitted from the same transaction /program by any other user Relevant tickets are displayed for the end user If an incident was already created for the same error, end users can link their ticket to the existing onewith a single click The product will automatically establish a parent-child relationship between the existing and the newincident All duplicate incidents show up in the Child Incidents tab on the incident form in ServiceNow Benefits: Effective management of duplicates Increased transparency Less effort and cost for the service desk and support teams 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC25
SNOW: Release 2.0 - Feature #4 – Embedded Knowledge Base Search The list of relevant Knowledge Base articles are displayed in SAP GUI The current transaction code and the short description is the search criteria Double clicking on an article opens it in a browser windowBenefits: End users often get a faster solution to their problem Less incidents sent to ServiceNow Total incident volume can be cut up to 12% using a well built and utilized Knowledge Base 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC26
SNOW: Case Study ( ITSM / ITOM)Pharma Company Metrics Achieved: 28% decrease in average ticket resolution time 12% decrease in tickets with SLA breach 91% decrease in transfer of incidents between support groupsSystem downtime at a global manufacturing company: Runtime error in production system due to a bug in an ABAP programProduction lines stopped in a plantManufacturing of vehicles halted for 1 hour500.000 EUR loss in 1 hour28% faster ticket resolution 140.000 EUR savings 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC27
SNOW: Upcoming Integration Q1 2021Integration with ServiceNow Event Management Events created whenever Solution Manager Events are raised The logic of raising alerts based on events can be moved to ServiceNow EventManagementIntegration with SAP Focused Run Automatic ServiceNow incident / event creation 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC28
SNOW: ChaRM Q1 2021Updates will be available soon 2020 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC29
Thank you.Contact information:Valton Berisha –Clyde Ford –William Perez –Mark A. Daley –www.concorn.comwww.concorn.com/snowPresident / CEOSr. Vice PresidentSr. ALM ConsultantManager of Business Development
Test Strategy Assessments Testing Center of Excellence (TCoE) Performance Testing/ Cyber Security Test Automation/Data Management ITSM/Change Control Management/ Release ITSM- Incident . For ex. incidents created from SAP system BW* shall go to the “SAP BW” Assignment
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