It used to be that support employees had to handle many tasks manually. A great deal of time was consumed in coordinating the 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 rapid responses to error messages. It is integrated with all IT service management processes of SAP Solution Manager and with each business suite solution. Starting with version 7.1, users 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 the entire process.

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 functional errors or performance problems.

Making the Most out of SAP IT Service Management

REALTECH will assist you in shaping your SAP IT service management strategy. Let us help you with everything from the design and formation of a support organization to the implementation and operation of a SAP Solution Manager component that is right for you. Our experts will show you how to get the most out of the capabilities of SAP Solution Manager. Learn how to minimize response times, identify root causes ahead of time and to thus improve user satisfaction with their support.

REALTECH is considered one of Germany's leading SAP Solution Manager experts. Our partnership with the SAP AGS (Active Global Support) organization gives us a tremendous informational advantage in ALM issues. We have completed a large number of successful Solution Manager projects and draw on more than 15 years of cross-industry experience in the operation of SAP landscapes. We know the challenges of maintaining IT operations and ensure the successful implementation of IT projects with our tried and trusted solutions.