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Process documentationEngagement with SAP Engagement and Service Delivery

 

The engagement process determines how the customer and the SAP Support Expert Center, the SAP Support contact, for example the technical quality manager (TQM), and the SAP service delivery organization work together using SAP Engagement and Service Delivery, to deliver services.

Prerequisites

  • You are authorized to use SAP Engagement and Service Delivery. For further information, see the SAP Solution Manager security guide in the SAP Service Marketplace under Start of the navigation path http://service.sap.com/instguidesInformation published on SAP site Next navigation step SAP Components Next navigation step SAP Solution Manager Next navigation step <current release> Next navigation step Operations End of the navigation path.

  • You have performed the basic configuration of the SAP Solution Manager (transaction SOLMAN_SETUP).

    For more information, see SAP Solution Manager Basic Configuration.

  • You have set up a connection to the SAP Service Marketplace, to update the list of services you have requested from SAP.

  • The customer and SAP have discussed their expectations of the engagement, and agreed the services to be delivered.

Process

With SAP Engagement and Service Delivery you can do the following:

  • Define the engagement and identify problem areas

  • Give recommendations and determine required services

  • Perform services

  • Assess the engagement cycle

Phase 1: Defining Issues

  1. The customer defines the engagement an specifies the duration and relevant cases at the beginning of the engagement.

  2. The customer informs SAP about problems, before requesting support from SAP for serious problems which have occurred.

    He creates Top Issues, in which the problems are described in more detail. The customer can specify the systems in which the problems occurred.

    Note Note

    For further information about creating Top Issues in SAP Engagement and Service Delivery, see Top Issues.

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Phase 2: Giving Recommendations and Determining Required Services

  1. The SAP Support Expert Center specifies a solution strategy to resolve Top Issues.

    The SAP Support Expert Center puts the solution strategy in an action plan, to make it transparent for the customer and SAP. The action plan is divided into steps to be performed by the customer, and by SAP.

    Each step in the action plan is a task assigned to the Top Issue. Each Top Issue task should have a performance date for the service, and a processor.

    Note Note

    You can view your tasks in SAP Engagement and Service Delivery. For further information, see Top Issues.

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  2. The SAP Support Expert Center creates a list of services that need to be performed.

    Note Note

    These services are performed later, at the time specified in the tasks.

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  3. The customer's SAP Support contact works through the tasks and planned services with the customer.

  4. The customer can adjust the steps, with the SAP support contact.

  5. The customer SAP support contact can change the required services according to customer feedback.

Phase 3: Performing Services

  1. To optimize the services to be delivered, SAP must know the scope of the problems as exactly as possible. The customer creates issues for known problem areas.

    Note Note

    If further problems are identified later, this and the following steps are repeated.

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    Note Note

    For further information about displaying, editing, and creating issues, see Issues.

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  2. The customer's SAP support contact assigns the issues to the Top Issues and services.

  3. To be able to deliver a service, the SAP service delivery organization performs a technical analysis of the issues assigned to the service.

    As this analysis often provides further information about problem areas, the SAP service delivery organization can create further issues, or update existing issues.

    The SAP service delivery organization recommends a strategy for all issues assigned to the Top Issue, based on the analysis. The SAP service delivery organization creates each recommendation as an issue task.

    Note Note

    The recommendations and issue tasks are in SAP Engagement and Service Delivery. For further information, see Issues.

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  4. The customer implements the recommendations.

    To show the progress of, and rate issues, the processor updates the status of issues and tasks.

  5. To show the progress of, and rate Top Issues, the customer SAP support contact updates Top Issues and Top Issue tasks.

Phase 4: Assessing the Engagement

The customer SAP support contact, or the customer, generate Issue and Top Issue Analyses regularly, for an overview of the engagement status.