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.