I'm working in a project to implement a Service Desk tool based on ITIL best practice (we don´t have one). I'm evaluating tools like as: HP Service Desk, IBM Tivoli and CA Service Manager. Looking for information about other tools, in the Pink Elefant Verify web page (http://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm), I found the SAP IT Service Management 7.0.
That I wish to know is:
1. Somebody have experience implementing SAP ITSM based on ITIL best practices?
2. Is It a good solution to manage SAP and no-SAP (the rest of IT compoments) requeriments and incidents?
You can find some more information here:
Several presentations are available under
-> Media Library
Mainly in the following documents:
-> Media Library -> Presentations
- SAP Solution Manager - Application Management
- SAP Solution Manager - ITIL Support
Perhaps this is helpful?