In the digital era, companies are pressed more than ever to deliver business results faster. To do this, IT organizations must equip themselves to move in orderly fashion, in an increasingly more complex landscape, to deliver business results fast. In this webinar, we explain the features of SAP Solution Manager ChaRM that allow IT organizations to effectively manage change requests to deliver business results faster. Watch the full webinar ondemand, here: http://www.techedgegroup.com/webinars/change-control-management-in-sap-solution-manager-7.2

1. Confidential - Do not duplicate or distribute without written permission from Techedge
Change Control Management in
SAP Solution Manager
Accelerating Business Request Delivery in the Digital Era
Nathan Williams
July 11, 2018

2. Techedge Fact Sheet
2
Foundation Growth Rate (CAGR)Employees Offices
Certifications Services Clients Clients Retention
2004 30%1,500 20
EMEA, NAFTA, LATAM
1,000+ Business Solutions
IT Services 150+ ~100%

3. To provide PREMIUM, value added SOLUTIONS to our clients.
What makes Techedge unique?
The COMPETENCE and FOCUS of a strategic, TRUSTED advisor
3
The commitment and AGILITY of a LOCAL partner
Combine the scalability and geographic COVERAGE of a GLOBAL provider

4. About
www.techedgegroup.com
Nathan Williams
Global SAP Solution Manager Practice Lead
Nathan Williams is our Global SAP Solution Manager Practice Lead.
For over a decade, Nathan has supported organizations in their efforts to
leverage SAP Solution Manager as an integral component to manage their SAP
solutions across the entire application lifecycle. Coordinating with IT, business,
and program management teams, he has effectively defined strategies to help
SAP customers seamlessly transition to SAP Solution Manager processes and
capabilities.
Nathan is also a published author on the topic, having written: ITSM and
ChaRM in SAP Solution Manager and a co-authored the latest SAP Press
Practical Guide for SAP Solution Manager.https://www.linkedin.com/in/nathan-williams-
62aa234/
nwilliams@techedgegroup.com

5. Agenda
▪ SAP Solution Manager 7.2 – A Brief Overview
▪ A Business-Outcome Approach to Change & Release Management
▪ SAP Solution Manager’s Change Control Management Portfolio
▪ ChaRM Customer Success Story
▪ New Features Introduced with Support Package 7
▪ Q&A

6. SAP Solution Manager 7.2 in Summary
SAP Solution Manager Provides 4 Key Value Scenarios

7. Accelerating, Optimizing and Improving Digital
Business Transformation Initiatives
Digital
Business
SAP S/4HANA
Digital industries
Agile
Innovation
Cloud &
Hybrid
SAP HANA
New User
Experience
Process
Mgmt.
• Fiori Launchpad
• Business Facing Applications
• Management Dashboards
• Graphical Process Modeling
• Single Process Landscape for
IT & Business Artifacts
• SAP Solution Manager can
run on HANA
• Free and optional
consideration
• On-Premise
• Cloud
• Hybrid
• Transparent Requirements
to Deploy for efficient
solution delivery

8. Agenda
▪ SAP Solution Manager 7.2 – A Brief Overview
▪ A Business-Outcome Approach to Change & Release Management
▪ SAP Solution Manager’s Change Control Management Portfolio
▪ ChaRM Customer Success Story
▪ New Features Introduced with Support Package 7
▪ Q&A

9. 84% of CIO’s main
efforts in 2018 are
focused on
innovation and
transformation.*
IT organizations are transforming their role from IT-outcome-focused to
business-outcome-focused, with an emphasis on reducing risk for the
business.
These new objectives require the IT department to not only
accelerate business request delivery, but to do so with an
increased number of changes that must be managed securely,
preventing business disruption in a growingly complex IT
environment.
While many organizations have overlooked the value of
documented, accurate changes, the consequences of failure to do
so are costly – to business and IT.
*Gartner, CIO Agenda 2018

10. IT organizations are transforming their role from IT-outcome-focused to
business-outcome-focused, with an emphasis on reducing risk for the
business.
It is estimated that business disruptions can cost organizations
up to $100,000 per hour.
For a mission-critical application, that figure could skyrocket to
$500,000 to $1,000,000 per hour.
Furthermore, regulations such as Sarbanes-Oxley require that
organizations manage change through a system of monitoring
and checks and are able to provide a paper-trail in the event of
issue.
How much business
down-time did your
organization suffer in
the past year due to
preventable
disruption?

11. Securely manage business request delivery, reducing risk of business
disruption.
Effective IT Change Management enables IT to confidently and quickly manage complex
business transformation and digital innovation projects with lower risk.
ADDITIONAL BENEFITS OF EFFECTIVE IT CHANGE MANAGEMENT
✓ Flexibility to quickly deploy changes without business disruption or bottlenecks
✓ Improve the quality of software solutions and business continuity by having better
visibility into software logistics
✓ Automate mundane processes through the deployment of workflows and
notifications, improving efficacy of IT personnel
✓ Satisfy all your requirements in terms of monitoring, governance and compliance
while leveraging SAP best practices aligned to ITIL standards
✓ Protect your production system
✓ Satisfy audit requirements

12. Agenda
▪ SAP Solution Manager 7.2 – A Brief Overview
▪ A Business-Outcome Approach to Change & Release Management
▪ SAP Solution Manager’s Change Control Management Portfolio
▪ ChaRM Customer Success Story
▪ New Features Introduced with Support Package 7
▪ Q&A

13. Change Control Management Portfolio
“The whole is more than the
sum of its parts”
…..or is it?
Change Control
Management

14. Transport Management with the Change and
Transport System (CTS)
▪ The Change and Transport System (CTS) is the foundational (and required)
infrastructure needed to leverage all components in Change Control Management
▪ Three components:
▪ CTS
▪ CTS+
▪ cCTS

15. Traditional TMS queue
▪ TMS Queue is treated as one
monolithic queue
With “CTS Project”
▪ Tags transports to simulate separate
queues
“CTS Projects” in TMS
DEVK900125
DEVK900127
DEVK900131
DEVK900134
DEVK900136
DEVK900139
DEVK900141
DEVK900125
DEVK900127
DEVK900131
DEVK900134
DEVK900136
DEVK900139
DEVK900141
Project1
Project2
Transports are organized into project-specific sub-queues by using assigning the “CTS Project” attribute to transports

16. TMS automates the transport process
▪ Press the truck button in SE09: your code is exported!
▪ Press the truck button in STMS: your code is imported!
Change Control Management automates the paperwork:
▪ Approvals
▪ Change Cycle concept
▪ Document reasons, related docs
▪ Integrates with TMS
▪ Transport of Copies
Change Control Management vs TMS

17. QGM manages software distribution in a flexible and low-impact manner, in a central view that’s
transparent for certain roles in quality process
Quality Gate Management
▪ QGM uses Quality Gates to control flow of transports from
source to target systems, as milestones are met
▪ Q-Gates represent milestones
▪ Quality Manager and/or Quality Advisory Board “approve”
Q-Gates which then enable the transports to be distributed
downstream
▪ Segregation of duties support 4-eyes approach for
approving Q-Gates
▪ Transports can be moved by scenario, change or individual
transport
▪ Transport of copies supported
▪ Documents can be uploaded as part of milestone
requirements

18. ▪ Four phases delivered with standard scenario
▪ 2 Q-Gate Options at the end of the Deploy phase{
o Deploy to Scope: If there is more than one change cycle
o End of Deployment: When scenario is complete
▪ Additional Q-Gates can be created
Phases in Quality Gate Management

19. ▪ Change cycles “divide” the lifecycle of a QGM scenario
▪ And the end of the 1st deployment, if there are open changes they
can flow to a subsequent change cycle (automatically)
▪ For new implementations, typically there is only 1 change cycle
Cycles in Quality Gate Management

20. Roles and Responsibilities
Role Responsibilities
Development Lead • Creates and releases transport requests
IT Operator • Triggers the import of the transport requests to the QAS and PRD
systems
Quality Manager • Performs quality checks across each Q-Gate and milestone
• Supports the Quality Advisory Board in providing approval to begin
a subsequent phase
Quality Advisory Board • Manages and supervises risks that may arise throughout the
change cycle(s)
• Supports the quality manager in defining and monitoring quality
standards across the implementation

21. Differences Between ChaRM and QGM
Quality Gate
Management
ChaRM
Out-of-the box Solution X X
May compliment 3rd Party Change Control tools X
Can accommodate complex workflow requirements X
Can accommodate individual customizations X
Minimal impact to the organization X
Ability to leverage CTS, CTS+, and/or cCTS X X
Integrates into other SAP Solution Manager functions X
Transport bundling and handling only X

22. Who Uses ChaRM?
▪ Change Manager
▪ Tracks changes, expedites the processes, controls the maintenance cycle
▪ Developer/Configurator
▪ Makes transportable changes and releases to tester
▪ Tester
▪ Tests in QA and confirms successful test
▪ IT Operator (Basis)
▪ Automates QA imports
▪ Manually performs production imports
Change Request Management (ChaRM)

23. Non-ChaRM documents
•Incident: Bug report, user complaint…
•IT Requirement: Request for new functionality
Request for Change
•Change Manager approval
Change Document
•Development, Testing
Transport Organization and Automation
•Technical movement of objects
ChaRM: Documents

24. Authorized Implemented
ChaRM: Document Flow (Simplified)
Created
In
Development
To Be Tested
Successfully
Tested
Imported Into
Production
Import copies to QA Import to QA
Added to
Prod Queue
Prod Queue
Import
ReleaseCreate
Request for
Change
Change
Document
Transport
QA
Queue
Prod
Queue
Transport
of Copies

25. ▪ Normal Changes
▪ Suitable for new features and enhancements
▪ Imported into Prod together at end of maintenance cycle
▪ Urgent Changes
▪ Bugfixes that are affecting production
▪ Imported immediately upon approval
▪ Re-imported again at end of maintenance cycle
▪ Others
▪ Defect correction
▪ Standard, Administrative, General
ChaRM: Types of Changes

26. Release Management
▪ Schedules, plans, manages and coordinates release activities
▪ Leverages controlled release processes and technical best practices
to harmonize the testing and go-live of parallel initiatives
New
in 7.2

27. Release Management: Multiple Concurrent Projects
May June July August Sept Oct Nov Dec
Corporate Merger Release 1.0
New GL Release 1.0
Monthly Maintenance Project
Each change “cycle” ends with a project import of all approved changes
• All approved changes for the cycle are imported – NO EXCEPTIONS
• Changes are imported in the same order they were released – NO EXCEPTIONS
Merger 1.1 Merger1.2
1.0 1.1 1.2 1.3

28. Retrofit
▪ Automatic tools to facilitate synchronization between your N
Development system and N+1 Development system
▪ For quick, efficient and low-risk updates to your N+1 development
system with little to no manual intervention

29. Retrofit: How it Works

30. Retrofit: How it Works
Bug fixes and enhancements must be retrofitted into the project
landscape

31. Agenda
▪ SAP Solution Manager 7.2 – A Brief Overview
▪ A Business-Outcome Approach to Change & Release Management
▪ SAP Solution Manager’s Change Control Management Portfolio
▪ ChaRM Customer Success Story
▪ New Features Introduced with Support Package 7
▪ Q&A

32. Project Overview
Customer Overview:
▪ Provides food, agriculture, financial and industrial products and services to the world.
▪ Working together with farmers, customers, governments and communities, they help people thrive
by applying insights and over 150 years of experience.
▪ They are made up of 150,000 employees in 70 countries reducing environmental impact and
improving the communities where people live and work.
Customer Objectives with ChaRM:
▪ Develop a single SAP Change Control Management solution, leveraging ChaRM, that can globally
manage changes across all SAP landscapes
▪ Improve the success rate for all SAP changes by protecting the production systems and reduce
transport inconsistency
▪ Build upon existing technological capabilities by introducing advancements made available from
SAP Solution Manager 7.2

33. ChaRM 7.2 Scope
Retrofit
Phase Cycle
Request for Change
Normal Change
N+1 Change
Urgent Change
• For intake, categorization and validation of changes
• Adoption of SAP standard functionality
• Production support changes (break/fix, process improvement,
etc.)
• Adoption of SAP standard functionality
• Added approval steps for PRE and PRD import
• Business Unit Deployments, Support Packs/EHPs, Retrofit changes
• Copied from SMMJ (Normal Change)
• Process terminates at “Successfully Tested” status
• Emergency break/fix changes to production
• Adoption of SAP standard functionality
CTS+ Cross System Object Lock (CSOL)
Downgrade Protection

34. Effective IT Change Management
Aligning people, processes & tools to securely manage and deliver business requests
FUTURE STATECURRENT STATE
Effective IT Change management unifying
people, process & technology
Disconnected resources with primary focus
on utilizing transport management
capabilities only

35. Effective IT Change Management
Aligning people, processes & tools to securely manage and deliver business requests
FUTURE STATECURRENT STATE
Enable a true SAP Change Advisory Board
Strategically defined roles to enforce segregation of dutiesLoosely defined roles with expansive permissions
Change approval procedures lacking a meaningful approach
Enterprise Change Management harmonizing the IT and business
A global, standardized, and scalable change control solution
Disconnected procedures across varying toolsets and teams
Change processes unique to team, region or application
Prevent landscape inconsistencies and transport proliferationImplementation activities initiated without approvals & planning
Excel, email and phone call based Centralized tool integrated with the SAP ecosystem

36. Effective IT Change Management
Aligning people, processes & tools to securely manage and deliver business requests
We offered our customer the ability to activate effective IT change management and deliver business value
quickly and securely through the implementation and enhancement of 3 main pillars within the organization:
P E O P L E
✓Defined user roles to identify who manages
specific activities (i.e. import, monitor, test,
transport) for streamlining change process and
avoiding audit risks;
✓Ability to establish an SAP Change Control
Board to govern the change model.
P R O C E S S
✓ Definition of internal processes that allow
you to maximize value of the tool, taking full
advantage of its functionality while utilizing
people in the most efficient way.
✓ Guidance, leveraging lessons learned and
best practices, to prepare your teams to
quickly adjust to unique scenarios that often
arise as a result of transport management
T O O L S
✓SAP® Solution Manager 7.2 (capabilities such
as ChaRM for best-in-class for IT Change
Request Management) to facilitate the transfer
of changes across systems;
✓Ability to integrate ChaRM with an Enterprise
Change Management System
(i.e. Remedy, ServiceNow) in order to keep one
global standard for the enterprise.

37. What’s Next?
▪ Learn more about our Future Focus Roadmap
▪ 1 day workshop for ChaRM
▪ Deep-dive into each “individual part” of Change Control Management
▪ Live demonstrations based on Support Package 7
▪ Interactive discussions specific to your scenario and requirements
▪ Recommendations and roadmap document
▪ 3 day workshop for Solution Manager 7.2
▪ Covers all SAP Solution Manager scenarios
▪ An agenda collaboratively developed between Techedge and your Business
and IT teams
▪ Recommendations and roadmap document
▪ Our Roadmap offerings are available for a fixed-fee that is waived if your
team decides to move forward with an implementation

38. Confidential - Do not duplicate or distribute without written permission from Techedge
Change Control Management in
SAP Solution Manager
Accelerating Business Request Delivery in the Digital Era
Nathan Williams
July 11, 2018