SAP-ITSM Integration

SAP processes such as Change, Transport and Incident Management are often deeply rooted in the organization, but are not always integrated into existing ITSM structures. This results in media disruptions, manual coordination and a lack of transparency. Find out how you can successfully replace SAP Solution Manager with SAP-ITSM integration from REALTECH and which solution suits your system landscape.

What does SAP-ITSM Integration mean?

SAP-ITSM integration describes the automated connection of SAP systems with IT Service Management (ITSM) platforms such as ServiceNow, Jira or SmartITSM. The aim is a consistent, cross-system process for incidents, changes and service requests – without manual handovers, duplicate data maintenance or communication gaps. In concrete terms, this means:

  • an incident in the ITSM tool automatically generates a message in the SAP system.
  • an approved change directly triggers a transport request in SAP,
  • an SAP system reports a technical error that is directly visible in ITSM and can be processed there.

More relevant than ever: the End of SAP Solution Manager

SAP-ITSM integration is becoming even more important because the end of SolMan maintenance has already been set: standard maintenance expires in 2027, extended support ends in 2030 at the latest. Companies that still map ITSM processes such as Change or Incident Management in SAP Solution Manager today must look for alternatives in good time, ideally with solutions that integrate SAP seamlessly into ITSM processes.

Many SAP customers are faced with the decision:

  • rebuilding processes with Cloud ALM – with partially modified functional scopes or
  • pushing integration with an established ITSM tool and integrate SAP properly.

In both cases, it is clear that smooth interaction between SAP and ITSM is a must. And this is precisely where a modern SAP-ITSM integration unfolds its strategic benefits.

Scenarios & Benefits of SAP-ITSM Integration

SAP processes such as Incident, Change or Transport Management often affect several teams and are highly regulated at the same time. If they are not properly integrated into the central ITSM, friction losses, duplication of work and, in an emergency, even audit risks arise.

Here are three typical scenarios in which SAP-ITSM integration pays off in particular:

1. SAP Incident Management

A department reports an SAP fault in the central ITSM system. Without integration, the SAP team has to manually transfer the ticket data, clarify queries, document the results separately and finally maintain the ITSM ticket.

With integration:

  • the ticket is automatically transferred to the SAP system,
  • feedback is bidirectional and without media discontinuity,
  • everyone involved can keep track of their respective system.

Result: faster processing, fewer queries, complete process documentation

2. Automated Change Process between ITSM and SAP

A change is requested in the ITSM tool. But because there is no direct integration into SAP, the transfer to SAP Basis takes place by email, telephone or chat. The SAP admin creates the transport manually, implements it technically and may or may not document it in Solution Manager. Feedback to the original ticket? Only if someone thinks of it.

With integration:

  • The change request is automatically transferred to SAP.
  • Approvals, transports and status messages are synchronized.
  • The entire process is documented in an audit-proof manner – from request to implementation.

Result: time savings, audit readiness, consistent change history

3. Better Collaboration between SAP Basis and IT Service Teams

Whether permissions, bug fixes or project changes – SAP issues often affect several teams. Without integration, SAP Basis and ITSM managers work on separate systems, information is exchanged via email or chat – often unstructured and difficult to understand.

With integration:

  • All teams access a common process backbone.
  • Roles, responsibilities and status are clearly defined.
  • Handovers are structured, escalations are automatic.

Result: less coordination effort, more transparency, more efficient collaboration

Conclusion: why is Integration worthwhile?

The SAP-ITSM integration ensures:

  • consistent processes across system boundaries,
  • clearly defined responsibilities,
  • audit-compliant documentation and traceability.

Those who connect SAP intelligently with their ITSM not only gain efficiency, but also create a resilient basis for control, scaling and compliance.

What are the Benefits of SAP Integration into ITSM?

Central ITSM tools such as ServiceNow or Jira have long been established in many companies, but SAP processes such as Change or Incident Management still run in separate tools or in the SAP Solution Manager, which is being phased out.

With a view to the end of maintenance for SAP Solution Manager (2027/2030), it is clear that anyone who wants to future-proof their SAP processes needs robust integration into the existing ITSM architecture.

Benefits of SAP-ITSM Integration:

  • Continuous processes: from the first ticket to the last transport – everything is seamless and consistent.
  • Fewer sources of error: no media breaks, no manual maintenance.
  • Faster processing: escalations, queries and status changes run in real time.
  • Audit readiness: every activity is documented – traceable, verifiable, secure.
  • Independence from Solution Manager: With a view to the end of SolMan maintenance, you can avoid isolated solutions and create a future-proof alternative in your ITSM ecosystem in good time.

SAP-ITSM integration is not an add-on, but the key to making your IT processes resilient, efficient and audit-proof. And in a phase in which the Solution Manager is being phased out, it makes more than sense: it is strategically necessary.

Who benefits from Integration?

  • SAP Basis teams: fewer manual double entries, more structured tickets, clearer escalation paths
  • ITSM managers: standardized overview of all open incidents, including SAP tickets
  • Security & compliance: consistent, audit-proof documentation of all steps in one central location
  • IT management & CIOs: standardized reporting across system boundaries at last

An SAP-ITSM integration is your opportunity to standardize processes, relieve teams – and actively use the exit from Solution Manager for a future-proof IT strategy.

Challenges without ITSM Integration

SAP is the backbone of many business processes, but in Change and Support Management it often remains a black box. While central ITSM platforms have long been established, SAP-relevant processes still run in separate tools, workarounds or shadow processes in many places.

The Result: Problems without Integration

  • No consistent documentation: ITSM and SAP keep separate, incomplete logs.
  • Lack of transparency: decisions and transport history are difficult to reconstruct.
  • Unclear responsibilities: who documents what and where? Responsibility fizzles out in a system breakdown.
  • High manual effort: data must be maintained or requested twice.
  • Missed escalations: delays or errors often remain undetected for too long.
  • Compliance risks: important evidence for audits is missing.

At the latest, when IT processes scale or are subject to regulatory scrutiny, it becomes clear that without integration, there is no basis for reliable control.

Particularly critical: regulatory Changes

In industries with mandatory audits (e.g. pharmaceuticals, finance, energy or critical infrastructure), technical implementation is not enough. The change must be formally correct, traceable and centrally documented.

Without SAP-ITSM integration, central weaknesses arise here:

  • permits and risk assessments only fragmentarily documented,
  • SAP protocols and ITSM tickets run independently of each other,
  • no consistent audit trail across system boundaries.

Companies with requirements in accordance with SOX, ISO 27001, GxP or internal IT governance standards risk audit deviations, additional work or even certification problems.

How can SAP be integrated with ITSM Tools?

The integration of SAP into ITSM processes depends on the existing system landscape, integration strategy and desired level of automation. The technical options differ primarily in terms of flexibility, maintenance effort and SAP specifics.

Technical Integration Options at a Glance:

  • APIs (REST/SOAP): modern ITSM platforms such as ServiceNow or Jira come with standardized interfaces. In principle, they enable a flexible connection to SAP, but require in-house development and process modeling.
  • Webhooks & events: for reactive processes: status changes or system events trigger automated follow-up actions.
  • SAP’s own interfaces: RFC, IDoc or OData offer direct access, but require SAP-specific know-how.
  • Middleware platforms: SAP Integration Suite or iPaaS solutions orchestrate complex scenarios, but are maintenance-intensive.
  • Third-party solutions: specialized solutions such as REALTECH SmartChange are a practical alternative. They offer preconfigured SAP-ITSM connectors and reduce the effort required for development and operation – ideal for companies that want to integrate quickly, securely and SAP-compliant without having to set up their own interfaces.

SAP-ITSM Integration with SmartChange

With SmartChange, SAP-ITSM integration is quick, easy and secure.

ITSM Tools & SAP Interfaces

Many companies already rely on established ITSM platforms such as ServiceNow or Jira Service Management – or are about to replace SAP Solution Manager. The decisive factor is: how well can SAP-specific processes such as changes or incidents be integrated into the selected ITSM environment? REALTECH offers the right integration solution for every situation.

Already working with ServiceNow?

ServiceNow is a strong platform for ITIL-based processes, governance and compliance. However, SAP changes, incidents or transports often continue to run outside the central ServiceNow processes.

The integration of SAP into ServiceNow enables:

  • automated linking of SAP transports with ServiceNow changes,
  • synchronization of status and approvals between both systems,
  • audit-proof and -capable process documentation.

With SAP integration into ServiceNow, you can put an end to parallel processes and manual coordination. You create a central control platform for all ITSM and SAP processes.

Do you rely on Jira Service Management?

Then you are using an agile, lightweight platform that is particularly impressive in DevOps and project context. However, as soon as SAP comes into play, there are often interface breaks, detours and manual coordination.

With SAP-Jira integration, you benefit from:

  • direct connection of SAP transports to Jira changes,
  • automated synchronization of status and comments,
  • an integration that fits seamlessly into hybrid SAP/non-SAP landscapes.

Jira is ideal for flexible release processes, distributed teams and organizations with a growing proportion of SAP.

Do you not yet have an ITSM System or are you looking for a SolMan Alternative?

If you are currently still working with SAP Solution Manager, the end of maintenance in 2027/2030 is the right motivation to plan a viable alternative.

But even if you are just planning to introduce a central ITSM system, the question arises: how can SAP processes be mapped efficiently, maintainably and auditably right from the start? REALTECH SmartITSM provides you with an SAP-like solution.

With the very quickly adaptable REALTECH all-in-one solution, new requirements and system adaptations in the areas of administration, time management, SAP permissions and technical billing can be easily recorded and processed.

Success Story MVV

Your benefits with SmartITSM:

  • SAP change and incident processes are already preconfigured.
  • Integration is maintainable, documented and audit-proof.
  • Solution Manager can be replaced without system disruptions.

Whether you are migrating from SolMan or rethinking ITSM: SmartITSM offers you the basis for clearly managed, future-proof SAP processes.

How about a short Demo?

We would be happy to show you our solution live. Arrange your free demo appointment now!

Understanding the Essentials

  • Definition: SAP-ITSM integration connects SAP systems with ITSM platforms such as ServiceNow, Jira or SmartITSM. The aim is a consistent, automated process for changes, incidents and transports – without media disruptions or duplicate maintenance.
  • Cause: SAP Solution Manager maintenance is scheduled to end in 2027, with extended support ending in 2030 at the latest. Companies need to strategically realign SAP processes.
  • For companies, this means:
    • centralized controlling of SAP processes: instead of separate processes, changes, incidents and transports are seamlessly integrated into ITSM.
    • strengthening audit compliance: integrated process documentation ensures auditable and traceable processes.
  • What are the options?
    • SAP Cloud ALM: SAP's own cloud solution with a focus on standard processes – but limited functionality compared to SolMan.
    • third-party solutions such as SmartChange: preconfigured software for integrating SAP into existing ITSM systems – ideal for companies that want to work quickly, audit-proof and SolMan-independent.

Key topics:

FAQs: SAP integration into ITSM

SAP systems are often connected to ITSM platforms such as ServiceNow, Jira Service Management, Freshservice or SmartITSM. These tools offer the necessary flexibility and range of functions to map SAP processes such as Change, Transport and Incident Management efficiently and in an audit-proof manner.

Integration ideally takes place via a specialized solution such as SmartChange, which transfers SAP transports, changes and incidents directly into the ServiceNow processes. This allows approvals, status messages and confirmations to be mapped automatically, without duplicate maintenance or media disruptions.

With solutions such as REALTECH SmartChange, Jira tickets can be linked directly to SAP transports. Status changes, comments and approvals are synchronized between the systems.