Goals

  • “* Describe the idea of Application Lifecycle Management and how IT Service Management is integrated in this process
  • Explain the standard IT Service Management Processes offered by SAP Solution Manager
  • Configure the SAP standard processes for IT Service Management
  • Outline how to customize the IT Service Management processes according to your needs.
  • Understand the new functionalitites offered with SAP Solution Manager 7.2

Audience

  • System Administrator
  • Technology Consultant
  • IT Service Helpdesk

Prerequisites

Essential

  • * Essentiak:
  • none

Recommended

  • SM100– SAP Solution Manager Configuration and Operations
  • CR100– CRM Customizing Fundamentals

Course based on software release

  • SAP Solution Manager 7.2 SP3

Content

  • Solution Manager Concept
    • Explaining the Benefits of SAP Solution Manager
    • Describing the SAP Solution Manager Architecture
  • IT Service Management Overview
    • Describing ITSM and ALM
    • Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
    • Describing Latest Innovations – New functions with Solution Manager 7.2
  • Basic Setup
    • Understanding Technical Prerequisites
    • Configuring ITSM Prerequisites
    • Basic ITSM Configuration
  • Master Data
    • Explaining the Business Partner Concept
    • Creating Business Partners
    • Maintaining Organizational Model
    • Managing the Installed Base
  • The Work Environment: Using the CRM Web Client UI & Solution Manager Launchpad
    • Explaining the Available Business Roles in IT Service Management
    • Accessing the WebClient UI
    • Accessing the Solution Manager Launchpad
    • Describing the WebClient UI – New Functionalities
    • Personalizing the Work Environment
  • Service Catalog and Service Request Management
    • Explain the concept of Service Request Management and Service Request Fulfillment
    • Introducing the Service Catalogue
    • Requesting a Service
    • Processing a Service
  • Incident & Problem Management Process
    • Outlining the ITIL Best Practice Process
    • Creating Incidents
    • Processing Incidents
    • Processing Problems
  • Knowledge Management Process
    • Establishing a Full text search in SAP Solution Manager
    • Creating Knowledge Articles
  • IT Service Management Customizing I
    • Explaining the Meaning of Transaction Types
    • Customizing the CRM Service Transaction
  • ITSM Administration
    • Explaining the Multi-Level-Categorization
    • Describing the Organizational Model
    • Understand Partner Determination
  • IT Service Management Customizing II
    • Explaining the Enhanced Customizing Options
    • Describing the Mailforms & Notification Framework
    • Configuring the Business Role
    • Enhancements of the User Interfaces
    • Describing the Widgets
    • Explaining the Service Level Agreements & Processing Times
  • Reporting
    • Monitoring the ITSM Tickets
    • Describing the ITSM BW Reporting
  • Service Asset & Configuration management
    • Overview: Service Asset and Configuration management
    • Overview: IT Infrastructure Management