Best Practice Guide

Integrate SAP and ITSM with SmartChange

Insights from projects: How to save 4 weeks of project time

With the right preparation, you can save up to 4 weeks of project time when connecting SAP and ITSM tools. After all, what slows down projects is rarely the technology, but organizational processes such as firewall approvals, security guidelines or a lack of coordination between teams.

The actual configuration of SmartChange and ServiceNow, Jira or Freshdesk only takes one day. The total duration depends on how efficiently the waiting times are used.

From our project experience: If you realistically plan for organizational hurdles and make technical preparations in parallel, you can halve the project duration from 6-8 weeks to 3-4 weeks.

4 steps to SAP-ITSM integration

Step 1: Define architecture

The first step is to decide on the connection route:

Option 1: Cloud Connector + SAP Integration Suite (recommended) – modern, secure solution with token-based authentication and IP restrictions
Option 2: Classic connection via SAP Gateway – requires direct firewall release and WebGUI login

Step 2: Clarify organizational approvals

The biggest time factor is firewall and security processes. These take an average of 2-4 weeks and often involve several departments that have different schedules and priorities.

Step 3: Prepare the technical basis

While firewall releases are running, all systems can be prepared: RFC and Trusted RFC connections, certificates and authorizations in SAP as well as an RFC user in the ITSM tool. With Cloud Connector, also set up user mapping. This means that the technology is ready for use as soon as the approvals are in place.

Step 4: Implement integration

The integration goes live in the final workshop: SmartChange configured, ITSM connected, tests carried out. After just one day, the productive connection is up and running.

Common pitfalls and how to avoid them

We know from many projects: There are always the same stumbling blocks in SAP-ITSM integration that cause delays. Knowing them saves weeks of time.

Firewall process underestimated

Approval almost always takes longer than expected. Plan for this period right from the start and use it for preparatory work instead of losing valuable time.

IP blocking

If a required IP – such as 20.29.88.233 for the SAP Transport Integration App – is forgotten in the firewall policy, the entire connection will not work. You should therefore check the complete list of IPs at an early stage and coordinate this with your security team.

SAP Services not activated

Central services are often not activated, for example /sap/opu/odata/RTC/TM_GW_SRV/. With a classic connection, the WebGUI services must also be active. A short pre-check prevents days of troubleshooting.

Trusted RFCs configured incorrectly

Without correctly set up Trusted RFCs, transports or ToCs will fail even though the connection is established. Set up these connections correctly straight away and test with real transports.

HTTP whitelist not maintained

In environments with strict security requirements, an incomplete whitelist blocks the connection establishment even though everything else is correct. Complete the entries in good time.

Conclusion: How integration works

The integration of SAP and ITSM is not a technical mammoth project. The organizational processes are crucial. If you plan firewall releases realistically and use the time for parallel preparations, you can save up to 4 weeks of project time and build the basis for efficient, secure change processes.

The complete guide with all technical details and checklists for implementation can be found in the online documentation.

To the technical deep dive

Frequently asked questions about SAP-ITSM integration

An RFC user must be created and assigned the appropriate authorizations. Workflows and processes in ServiceNow remain unchanged. Status-dependent authorizations are configured in the SmartChange Panel.

The check is carried out using standard SAP mechanisms. When using a technical user, user mapping is required so that actions in logs and audit trails remain clearly traceable.

The SmartChange Panel is currently available for incidents and change requests. Other request types such as RITM or NSR are currently not implemented.

The pure configuration time is around one day – half a day each for SmartChange and ITSM. The actual time factor is organizational releases such as the firewall.

Almost always the release of the firewall. This takes two to four weeks on average, as several departments are involved with their own priorities.

Maria Hald is an expert for SAP solutions at REALTECH. She supports companies with the integration of SAP Transport Management in ITSM tools and brings in extensive technical expertise and many years of project experience.