Wat is IT Service Management Configuration
This course will provide you with an introduction to SAP Solution Manager and its architecture. It continues with an explanation of IT Service Management and integration in other phases of Application Lifecycle Management. The scenario configuration and all usable master data are explained in detail. In the course, the several main processes of IT Service Management are explained and demonstrated. The course ends with guidance through the various customizing options to adopt the processes to customer needs. Course based on software release: SAP Solution Manager 7.2 SP08
This course will prepare you to:
- 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 functionalities offered with SAP Solution Manager 7.2
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Contents:
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
SAP Support Backbone Update
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
Explaining Fiori Apps
Personalizing the Work Environment
Service Catalog and Service Request Management
Explain the concept of Service Request Management and Service Request Fulfilment
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
