Note that in Solution Manager 7.1 SPS 05, the SLA time information of an incident message is no longer displayed to the reporter by default. On the one hand, the “period” in conjunction with the “period type” determines the reporting interval, which is dealt with in a single SL report. On the other hand, they decide on the frequency of reporting. An easy-to-use setup allows for flexible customization of report content and gives you many options to create report documents tailored to your individual needs. With similar technology, you can think of service-level reporting as an ideal complement to SAP EarlyWatch Alert (SAP EWA) to enhance your reporting capabilities for non-standard report content and custom report alert thresholds. The CRM_SRCL_THRESHOLDS_UPDATE report is responsible for updating the threshold and time information in the Processing Time association block. This report should be programmed regularly as background work. With the state change, the service clock was stopped. A test report of the “Training Report” is generated immediately after the first end of the installation SL report session. The next regular report is scheduled for the time specified in SL Reporting for Setup. Click Service Level Report: September 8, 2004. SAP Solution Manager`s IT Service Management is a certified, ITIL-compliant management tool that supports business processes that enable you to execute all aspects of your service desk operations, from managing incidents and issues based on service-level agreements to the correct implementation of infrastructure changes to avoid negative impacts on users. SAP CCMS/CPH is SAP`s classic monitoring infrastructure for technical metrics and has been part of SAP BASIS since SAP R/3.
It is still actively used in many installations and can be easily added to your service level report without much effort. Today, with SAP Solution Manager, sap`s approach is to evolve to a BW-based monitoring and alerting (MAI) infrastructure that serves as a common data source for many application operations and monitoring tools such as system monitoring, root cause analysis, business process monitoring, and more. Service level reports deliberately provide access to both infrastructures. You can use them in addition to covering all requested report objects. Please note that future enhancements to the set of available monitoring objects will only take place in the BW-based infrastructure. You can use the aggregation level to decide alert statistics for the selected business process. Click F4 Help. A period of “2” and a type of “Weekly” period give rise to an SL report that covers two calendar weeks for reporting.
Reporting. The declaration is repeated every two weeks on the day specified in Day of the week. For detailed instructions on how to configure itsM, see service.sap.com/instguides If the incident is closed by the registrant (if a newly created incident is removed or a proposed resolution is confirmed), the incident is enriched with the “Completed” timestamp for the actual occurrence of the incident. This use case is intended for customers who use tiered categorization and want to perform SLA calculation based on different nodes (categories). In this case, separate service products are created with different SLAs (service and response profiles) that belong to the nodes in the multi-level categorization hierarchy. If this category is selected during the incident creation process, the appropriate service product and its defined service and response profiles are determined. In SAP Solution Manager 7.01, the service product was called “Support Hotline”. This has been changed to “Investigation” in SAP Solution Manager 7.1 to cover all steps related to the CRM WEB user interface. Service Level Reporting (SLR) is an automatic service for monitoring ABAP and Java systems.
It allows you to generate periodic reports on different types of technical indicators relevant to compliance with your specific service level agreements (SLAs) in the systems and business processes in your solution environment. This service is covered by your maintenance contract with SAP at no additional cost and can be configured by you for weekly or monthly reports. We select the two business processes available in our solution to include in this service level report. Click Reports for Order Fulfillment. In a service profile, the service uptime for incident handling is defined. The system supports any type of scenario such as 5×8 or 7×24. Multiple service profiles can be created for different purposes, such as individual customers, IT elements, or multiple service products. The editor needs additional information from the reporter that is not currently included in the description of the created message. For proper handling, the incident is commented on with a request for additional information and reassigned to the registrant by changing the status of the incident to “Customer Action”.
The time it takes the registrant to enrich the incident should be excluded from the calculation of SLA times, as the processor cannot influence the time it takes the reporter to provide the information (in the worst case, the message is sent back to the processor and the MPT would already be exceeded). The period of time the message is on the reporter`s side is added to the Total Client Duration setting and the TPM is recalculated based on this value. . . .