IT Service Management

Application Lifecycle Management

IT Service Management (ITSM)  enables centralized and common incident and issue message processing on multiple organization levels, and offers a communication channel with all relevant stakeholders of an incident. The process includes business users, SAP experts at the customer site, SAP Service and Support and Partner Support employees. It is integrated in all ALM processes of SAP Solution Manager and in any SAP Business suite solution. It can be connected to a non-SAP help desk application. Includes follow-up activities such as knowledge research, root cause analysis, or change management.

Getting Started

IT Service Management - Overview 
SAP Solution Manager supports the complete processes of Incident Management and Root Cause Analysis and offers a high integration with SAP and non-SAP environment. This helps customers to lower the meantime to resolution and by this to increase the availability of mission critical business processes and to gain 100% transparency on issues and challenges.

Incident management is used during testing to collect all errors. It is also used after going live as the central incident management function. Messages can be forwarded to SAP if necessary, and they can be tracked with SAP Solution Manager until the problem is fixed.

Service Desk and Incident Management

Service Desk in SAP Solution Manager  
The service desk functionality in SAP Solution Manager is a trouble-ticket tool that is integrated into all important functions of SAP Solution Manager and the connected, managed systems. Whenever problems arise during operations, end users create problem messages. The service desk then directs these messages automatically to the right place within the customer's support organi zation. Here, or in close collaboration with SAP Active Global Support, the message is processed and resolved. The service desk provides everyone involved in the incident management process with central access at all times to the information relevant to them, including system information. The service-desk tool simplifies the process of managing error messages and considerably reduces the time required to process incident and problem management.

When the help desk within the business unit cannot solve an incident, the application management team performs end-to-end root cause analysis in order to isolate the component responsible for a functional defect or a performance problem: client, network, various SAP applications (such as SAP NetWeaver Portal, SAP CRM, and SAP ERP), database, or storage.

SAP Solution Manager - Service Desk Demo  
Watch the use of the Service Desk in SAP Solution Manager for incident management.

More on IT Service Management

Incident Management   (on SAP Help Portal) 

Incident Management LAUNCHPAD   (SMP login required)