IT Service Management

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 user, SAP experts at the customer site, SAP Service & 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.

Management

Capabilities

One Pager

Presentation

Demo

Incident & Problem Management PDF PDF SWF
Incident Management for Service Providers PDF

PDF

 
Configuration Management PDF    
Knowledge Management PDF

PDF

 
Change Request Management PDF

PDF

 

Integration

Capabilities

One Pager

Presentation

Demo

3rd Party Interface PDF PDF SWF
Global Support Backbone PDF PDF  

Resources

Title
Release Download Changed
ITSM Upgrade Information Solution Manager 7.0 EHP1

PDF

Jul 28 2011
ITSM Upgrade Information Solution Manager 7.0 EHP1

PPT

Oct 9 2013