IT Service Management 

Resolve Incidents in SAP Landscapes Faster 

 

It used to be that support employees had to handle many tasks manually. A great deal of their time was consumed in coordinating their activities and there was no central communication channel for status messages. Administrators had to manually notify users of errors and problems in the SAP landscape, which led to poor transparency and lengthy response times.  

SAP's IT Service Management is aligned with ITIL best practices and enables simple and, more importantly, rapid responses to error messages. It is integrated with the related processes in SAP Solution Manager and with SAP Business Suite. Starting with SAP Solution Manager version 7.1, companies can also integrate non-SAP solutions, for example for their infrastructure management. The IT support staff is given a central tool for all their incident management needs that provides full visibility into error management processes.

SAP has also included the ability to forward error messages or tickets that were received through the service desk to SAP for further processing and to track their status. The root cause analysis affords an isolated view of individual components to examine errors and problems.
 

What We Do for You 

REALTECH will assist you in developing and implementing IT service management processes that suit your specific needs – from designing and creating a support organization to implementing and operating the SAP Solution Manager components you need. Our experts will help you make the most of the capabilities of SAP Solution Manager. Learn how to minimize response times and identify root causes ahead of time to create a support organization that will ensure the satisfaction of your users over the long term.