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.
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:
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:
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.
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:
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:
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:
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:
The SAP-ITSM integration ensures:
Those who connect SAP intelligently with their ITSM not only gain efficiency, but also create a resilient basis for control, scaling and compliance.
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.
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.
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.
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.
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.
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:
Companies with requirements in accordance with SOX, ISO 27001, GxP or internal IT governance standards risk audit deviations, additional work or even certification problems.
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.
With SmartChange, SAP-ITSM integration is quick, easy and secure.
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.
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.
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.
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.
Jira is ideal for flexible release processes, distributed teams and organizations with a growing proportion of SAP.
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.
MVV Energie AG | Click here for the Success Story
Whether you are migrating from SolMan or rethinking ITSM: SmartITSM offers you the basis for clearly managed, future-proof SAP processes.
We would be happy to show you our solution live. Arrange your free demo appointment now!
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.
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