IT Service Management Configuration

• Solution Manager Concept
• Explaining the Benefits of SAP Solution Manager
• Describing the SAP Solution Manager Architecture
• IT Service Management Overview
• Describing ITSM and ALM
• Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
• Describing Latest Innovations – new functions with Solution Manager 7.2
• Basic Setup
• SAP Support Backbone Update
• Understanding Technical Prerequisites
• Configuring ITSM Prerequisites
• Basic ITSM Configuration
• Master Data
• Explaining the Business Partner Concept
• Creating Business Partners
• Maintaining Organizational Model
• Managing the Installed Base
• The Work Environment: Using the CRM Web Client UI & Solution Manager Launchpad
• Explaining the Available Business Roles in IT Service Management
• Accessing the WebClient UI
• Accessing the Solution Manager Launchpad
• Describing the WebClient UI – New Functionalities
• Explaining Fiori Apps
• Personalizing the Work Environment
• Service Catalog and Service Request Management
• Explain the concept of Service Request Management and Service Request Fulfilment
• Introducing the Service Catalogue
• Requesting a Service
• Processing a Service
• Incident & Problem Management Process
• Outlining the ITIL Best Practice Process
• Creating Incidents
• Processing Incidents
• Processing Problems
• Knowledge Management Process
• Establishing a Full text search in SAP Solution Manager
• Creating Knowledge Articles
• IT Service Management Customizing I
• Explaining the Meaning of Transaction Types
• Customizing the CRM Service Transaction
• ITSM Administration
• Explaining the Multi-Level-Categorization
• Describing the Organizational Model
• Understand Partner Determination
• IT Service Management Customizing II
• Explaining the Enhanced Customizing Options
• Describing the Mailforms & Notification Framework
• Configuring the Business Role
• Enhancements of the User Interfaces
• Describing the Widgets
• Explaining the Service Level Agreements & Processing Times
• Reporting
• Monitoring the ITSM Tickets
• Describing the ITSM BW Reporting
• Service Asset & Configuration management
• Overview: Service Asset and Configuration management
• Overview: IT Infrastructure Management

Level:

Details, Configuration & Transaction

Course included in the following training paths:

SAP Application Lifecycle Management (ALM)

Goals

• This course will prepare you to:
• Describe the idea of Application Lifecycle Management and how IT Service Management is integrated in this process
• Explain the standard IT Service Management Processes offered by SAP Solution Manager
• Configure the SAP standard processes for IT Service Management
• Outline how to customize the IT Service Management processes according to your needs.
• Understand the new functionalities offered with SAP Solution Manager 7.2

Audience

• Help Desk/CoE Support
• System Administrator
• Technology Consultant

Prerequisites

• none

Course based on software release

• SAP Solution Manager 7.2 SP10