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
REQUEST INFORMATION

Learn more about or consulting services for IT Service Management with SAP Solution Manager

CUSTOMERS

EVENTS AND WEBINARS

16. April
Webinar (in German)

VxP, the cloud-based Validation Platform for the Life Sciences

With VxP, DHC offers a cloud-based validation platform to accelerate validation processes and digitalise documentation.

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22. April
SAP QM Online Info Day

Boost your Quality Management

On the topic of “Integrated QMS”, the SAP partners, DHC and SSE, will present current concepts and use cases at the online info day on 28 April 2021.

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23. April
Webinar (in German)

SAP S/4HANA Deployment Options for Life Sciences (Cloud vs. On-Premise)

This webinar looks at the different SAP S/4HANA deployment options from the perspective of regulatory requirements in life sciences.

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28. April
Online Info Day

Digitalisation of the computerised systems validation (CSV)

In this CSV online info day, we explain the characteristics, possibilities and challenges of digital validation.

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30. April
Webinar (in German)

Using SAP Fiori Apps for QM in ECC 6.0

This webinar will introduce SAP Fiori Apps for QM and how they can be integrated into an SAP system that has not yet been converted to S/4HANA.

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06. Mai
Webinar (in German)

UDI: Implementing global requirements with the right strategy and software

Implementation of the UDI requirements based on the SAP Cloud Platform with the UDI Platform of projektraum36

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07. Mai
Webinar (in German)

IT Compliance Framework – Your key to digital validation

Presentation of the structure and essential contents of the IT Compliance Framework and description of the possibilities of use.

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11. Juni
Webinar (in German)

QM implementation as part of the digitalisation strategy at Medartis AG

Learn how we have optimised important core QM processes in the course of digitising production and introduced them on the basis of SAP QM.

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25. Juni
German Webinar

Which QM functionalities does S/4HANA 2020 offer and which not?

Free webinar about the standardized DHC method for software evaluation using the example of QM in S/4HANA.

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09. Juli
Webinar (in German)

QM in S/4HANA – Example of an integrated LIMS in a Customer Project

Presentation of the quality-relevant processes of a LIMS in a customer project with the help of SAP QM as an integrated overall solution.

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09. November
Life Online Training

SAP: Validation and GMP Compliance (Live Online Training der ECA Academy)

Online training with speakers from DHC GmbH, organised by Concept Heidelberg on behalf of the ECA Academy,

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