This in-depth guidebook is your ideal companion for implementing service desk projects using SAP Solution Manager 4.0. Its process-oriented description of the Service Desk function, and detailed instructions on implementing the service desk process in your enterprise, are based on a sample representative enterprise and are specifically designed to help you hit the ground running with this important technology. The process modelling is directly followed by a highly detailed look at its practical implementation, with many tips and trick to help you avoid costly mistakes during implementation. Within the pages of this invaluable resource, you'll also learn about all of the specific functions in greater detail, including the solution database, and the bidirectional and web interfaces, plus much more.

This unique book helps administrators and IT managers to quickly understand the full functionality of SAP Solution Manager, release 4.0. Readers get a thorough introduction in the areas of Implementation and Operations, especially in the scenarios Project Management, Service Desk, Change Request Management, and the brand new function Diagnostics (root cause analysis). The integration capabilities with third-party tools from the areas of Help Desk and Modelling, as well as the relation between the functionality and ITIL Application Management are also dealt with in detail. The book is based on the latest information derived from the ramp-up experience of release 4.0, and makes extensive use of invaluable customer success stories. Highlights include: SAP Solution Manager and ITIL Support in the Application Management Phases End-to-End Solution Support Change Request Management Solution Monitoring and Reporting Solution Manager Diagnostics (Root Cause Analysis) Issue Management and Service Desk Roadmaps and Implementation Content Test Support and E-Learning Management Planning and Delivery of SAP Services Integration of Third Party Tools

If you re tired of managing change requests in Microsoft Excel lists or sending transport releases via email, this practical guide is the book for you With detailed coverage of both the basic and extended configuration of Change Request Management within SAP Solution Manager, you'll quickly master all the methods and tools needed to systematically implement changes to SAP systems. In addition, you ll learn about important topics such as enhanced Transport Management (CTS+), Transport Strategies, Conditions, and Quality Gate Management. Change Request Management from A to Z: Discover best practices and little-know secrets for step-by-step technical configuration, creation of projects, and monitoring and administration. Practical Implementation: Familiarize yourself with numerous real-world areas of use: roles and activities, urgent correction, retrofit process, hot news, change tracking, configuration of work centers, and much more. ITIL in Real Life: Find practical tips and advice for implementing the Change Management process according to ITSM/ITIL.The Ideal Companion for all Project Phases: Learn how best to plan for a Change Request Management project, and continue to use this book as a reference for ongoing development and post-implementation optimization. Cross-Release Coverage: Based on the Enterprise Edition of SAP Solution Manager, almost all functions described can also be used for the standard edition (Release 7.0 SPS18).

Stay ahead of the curve with IT Service Management (ITSM)! This comprehensive guide provides everything youll need to work effectively with the latest versions of ChaRM and Application Incident Management (the new Service Desk).

Are you moving to SAP S/4HANA? Learn how SAP Solution Manager 7.2 can smooth your path Readiness checks? Check. Custom code management? Check. Automated testing? Check. Explore deployment best practices and the fully supported SAP Activate, along with other essential SolMan functionality. Whether you're deploying SAP S/4HANA with SAP SuccessFactors, SAP Ariba, or as a standalone system, SolMan 7.2 will give you the tools you need Custom Code and Data Volume Management Explore how to identify and manage custom code and get the skills to handle large volumes of data during a transition to SAP S/4HANA. SAP Activate and SAP Best Practices See how an SAP S/4HANA implementation works using the SolMan-supported SAP Activate methodology and discover how SAP Best Practices ensure an efficient and seamless migration. Readiness Checks and Testing Understand how SolMan cuts problems off at the source using readiness checks before a migration and testing tools after it's completed. Highlights: SAP Solution Manager 7.2 SAP S/4HANA Custom code management Data volume management SAP Activate Solution documentation Change control management Testing Business processes analysis SAP Best Practices

This new guide describes the implementation of Service Level Management with SAP technology. Developed from the practice of SAP Global Support, this invaluable guide provides readers with missioncritical background information on Service Level Reporting and provides exclusive tips for establishing sensible Key Performance Indicators in SAP operations. In addition, an entire chapter is devoted to providing extensive practical guidance for the implementation of these requirements, using SAP Solution Manager 4.0.

Managing IT like a business demands integrated and systematic business and IT insight the kind of integration and systematic insight that SAP has spent the last 35 years helping the world s leading companies achieve. Best-run businesses use SAP® solutions to automate key business processes so they can close the gap between strategy and execution. Best-run businesses drive clarity into their organizations by gaining insight for improved performance, efficiency for optimized operations, and flexibility to adapt quickly to changing circumstances.Like best-run businesses, best-run IT organizations are able to optimize operations, maximize innovation, and adjust rapidly to evolving business needs. Their IT management solutions help them better understand themselves and their customers and make the best decisions in the face of challenging expectations and constraints.This book outlines SAP s view on best-run IT. It will help orient you to our related solutions and provide you with ideas for driving clarity and business value in your IT organization.