IT Service Management

Increase the productivity of
your IT Service Management!

SAP Solution Manager

IT Service Management with SAP Solution Manager


For critical systems such as ERP systems, even short system outages can quickly result in substantial additional costs. This makes it all the more important to set up efficient processes for the communication between end users and IT support. For this kind of work, the ITIL v3-compliant IT Service Management in SAP Solution Manager offers you optimum support.

In SAP Solution Manager, you can set up a centralised point of contact for handling IT-related messages. This means you can offer your users the option of creating tickets either themselves in SAP Solution Manager or via the affected SAP system. This link to the affected system automatically gives IT support valuable additional information, which means that incident tickets can be assigned to the correct support unit automatically according to your criteria.

You can store reporting priorities in SAP Solution Manager IT Service Management based on the service level agreements that you have agreed. As a result, you can be sure that all tickets are closed within the agreed processing times and this also guarantees that especially critical tickets receive the level of attention that they need.

The seamless integration between the IT Service Management processes and Incident Management and Problem Management, as well as the downstream Change Management process, is one of the key benefits offered by using SAP Solution Manager 7.2. Thanks to the integration of ‘central business partners’, you also have the opportunity to get into touch quickly with all parties involved without the additional, repetitive effort involved in user administration.

BENEFITS OF USING SAP SOLUTION Manager – IT Service Management


  • Improved, faster processes as a result of automated mail notifications sent to downstream individuals or departments.
  • An error/solution database means that the Service Desk can often resolve faults that have occurred
  • You can track the processing status of your incidents and problem tickets at any time by using a customisable status schema

  • Full integration with the ITIL-compliant Change Management process in SAP Solution Manager 7.2
  • Comprehensive reporting means that you can quickly identify any problems related to compliance with your SLAs


DHC Starter Package for SAP Solution Manager – IT Service Management

Our DHC Starter Package for SAP Solution Manager – IT Service Management offers you an optimum entry-level IT Service Management package at an all-inclusive price, which can also be enhanced at any time.


  • Base configuration for the ‘IT Service Management’ scenario
  • ‘Incident Management’ and ‘Problem Management’ processes
  • Setup of reporting and KPI functionality

  • Installation of a suitable authorisation structure
  • Training for key users (one training session per role)
  • Predesigned user requirements specification and functional specification in the DHC format, plus suitable test cases (functional tests)


WHY CHOOSE DHC?

Use our experience and industry expertise for the world of SAP Solution Manager!

  • Since 2004, we have been helping our customers in their SAP Solution Manager rollout and implementation projects. This has enabled us to build up a wealth of SAP Solution Manager expertise. For many years, we have relied successfully on SAP Solution Manager support – and for the execution of SAP projects in particular.
  • With our DHC starter packages for SAP Solution Manager, we provide you with standardised best practice processes for Solution Documentation, Test Management, Change Management and Incident Management, which offer you first-class support for your SAP ERP and SAP S/4HANA projects.
  • The reference processes that we have developed for SAP Solution Manager are based on the internationally recognised ITIL v3 and ISTQB standards.
  • Our supplementary add-ons for Solution Documentation and Change Request Management cover additional requirements that are typically demanded in industries with especially high standards for quality.
Germany
Matthias Bothe

Managing Director & Industry Unit Manager
Life Sciences, Chemie and Medical Engineering
phone: +49 681 93 666 0
email: matthias.bothe@dhc-gmbh.com

Matthias Bothe, DHC GmbH
Switzerland
Carsten Buri

Director Sales & Marketing
phone: +41 44 500 888 7
email: carsten.buri@dhc-ag.ch

Carsten Buri, DHC AG
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