top 10 reasons for using sap itsm

7/27/2019 Top 10 reasons for using SAP ITSM

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David Birkenbach ALM Solution Management

Why SAP IT Service Management on SAP Solutio

Manager ?Level 1


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Why IT Service Management with SAP Solution Manager ?

Top 10SAP ITSM


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2012 SAP AG. All rights reserved.

1 6

Best PracticeWhich content delivers the solution?

OpenessWhat about my existing toolset?

2 7

FlexibilityWill the user like it?

InnovationAre future investments planned?

3 8

ScalabilityAre all my requirements fulfilled?

SupportWhat if I run in trouble with my solution?

4 9

InteractionHow does it interact with my applications??

ServicesWho helps me in the implemenation?

5 10

IntegrationCan the solution be integrated in my SAP landscape?

Unique ValueWhat is unique with SAP and what say customers who use it?


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Incident- Problem- Request Mgnt.

Analytics

ITIL Best Practices


5/25 2012 SAP AG. All rights reserved.


Analytics




Analytics

Service

Desk

Processor

UIcustom...

Self

Service UI

ITIL Best Practices

Roles & UIs




Analytics

Service

Desk

Processor

UIcustom...

Self

Service UI

ITIL Best Practices




Analytics

SAP Workflow Rules FrameworkOrg.

ManagementConfiguration

M

gnt.

SAPBusiness

Information

ServiceLevel

M

gnt.

Requirements

Mgnt.

Service

Desk

Processor

UIcustom...

Self

Service UI

ITIL Best Practices

Roles & UIs

Out-of-the-box Configuration

Customizin

g

Custom

Developme

nt




Analytics



M

gnt.

SAPBusiness

Information

ServiceLevel

M

gnt.

Requirements

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ITIL Best Practices

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SAP ApplicationsNon SAP

ApplicationsInfrastructure

E2E Alerting Change

ExecutionRoot Cause

AnalysisSolution docu. Tes

SAP Solution Manager


Analytics



M

gnt.

SAPBusiness

Information

Serv

iceLevel

M

gnt.

Requirements

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Service

Desk

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Service UI Roles & UIs


Interactions

ITIL Best Practices


Customizin

g

Custom

Developme

nt


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E2E Alerting Change

ExecutionRoot Cause




Analytics



Mgnt.

SAPBusiness

Information

Serv

iceLevel

Mgnt.

Requirements

Mgnt.

Service

Desk

Processor

UIcustom...

Self

Service UI Roles & UIs

ITIL Best Practices


Customizin

g

Custom

Developme

nt


12/25


Serv

Catal

Service

contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause




Interactions


Interactions

Service Interactions


Analytics



Mgnt.

SAPBusiness

Information

Serv

iceLevel

Mgnt.

Requirements

Mgnt.

Service

Desk

Processor

UIcustom...

Self

Service UI

ITIL Best Practices

Roles & UIs


Customizin

g

Custom

Developme

nt


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Serv

Catal

Service

contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause




Interactions


Interactions


Analytics


ManagementCon

figuration

Mgnt.

SAPBusiness

Information

Serv

iceLevel

Mgnt.

Requirements

Mgnt.

Service

Desk

Processor

UIcustom...

Self

Service UI

ITIL Best Practices

Roles & UIs


Customizin

g

Custom

Developme

nt


14/25


Serv

Catal

Service

contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause




Analytics


ManagementCon

figuration

Mgnt.

SAPBusiness

Information

Serv

iceLevel

Mgnt.

Requirements

Mgnt.

Service

Desk

Processor

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Service UI

ITIL Best Practices

SAP HR / FISAP

Analytics

SAP asset

Mngt.

SAP Shared

ServicesF

Roles & UIs



Interactions

SAP Business Suite Integration


Customizin

g

Custom

Developme

nt


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Serv

Catal

Service

contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause




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ManagementCon

figuration

Mgnt.

SAPBusiness

Information

ServiceLevel

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Requirements

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Service

Desk

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ITIL Best Practices

SAP HR / FISAP

Analytics

SAP asset

Mngt.

SAP Shared

ServicesF

Roles & UIs



Interactions


Customizin

g

Custom

Development


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Serv

Catal

Service

contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause




Analytics


ManagementCon

figuration

Mgnt.

SAPBusiness

Information

ServiceLevel

Mgnt.

Requirements

Mgnt.

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ITIL Best Practices

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Analytics

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Mngt.

SAP Shared

ServicesF

Roles & UIs


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Customizin

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Standard Interfaces


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Serv

Catal

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figuration

Mgnt.

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Customizin

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Standard InterfacesSAP IT Infrast

ManagemHP Quality Center


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Serv

Catal

Service

contracts

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Management

Interaction

Center

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E2E Alerting Change

ExecutionRoot Cause



Analytics


ManagementCon

figuration

Mgnt.

SAPBusiness

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Service

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Processor

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ITIL Best Practices

SAP HR / FISAP

Analytics

SAP asset

Mngt.

SAP Shared

ServicesF

Roles & UIs


ALM Interactions



Customizin

g

Custom

Development

Standard Interfaces

Customer

requirements


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Serv

Catal

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contracts

Configuration

Management

Interaction

Center

Pricing



E2E Alerting Change

ExecutionRoot Cause



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figuration

Mgnt.

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Information

Ser

viceLevel

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Service

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Processor

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ITIL Best Practices

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SAP Shared

ServicesF

Roles & UIs


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S

A

P

S

u

pp

o

r

t


Customizing

Custom

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Standard Interfaces


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Serv

Catal

Service

contracts

Configuration

Management

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ExecutionRoot Cause



Analytics



Mgnt.

SAPBusiness

Information

Ser

viceLevel

Mgnt.

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Mgnt.

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Processor

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Mngt.

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Customizing

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Serv

Catal

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contracts

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Management

Interaction

CenterPricing



E2E Alerting Change

ExecutionRoot Cause



Analytics



Mgnt.

SAPBusiness

Information

ServiceLevel

Mgnt.

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S

A

P

S

u

pp

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t

Standard Interfaces


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a few customer quotes.

As a consequence, t

inquiries by end-user

10% on a monthly av

incident management

service-desk function

Manager.. Takashi TakeSangyo Kaisha, LTD (APJ)

with Service Desk in SAP Solution

Managera communication channel

between IT, key users, and application end

users, which has increased productivity by

15% in the last 3 months. We expect that

within 6 months this will increase up to 30%

in both business and IT Pedro Muro, IT Director @Casa Ley (NA)

After configuring the service desk functionality in

SAP Solution Manager 7.1, we have been gettingpositive feedback from users regarding the quick

resolution of incidents.

. The service desk has leveraged

communication between IT and users, resulting

in a 20% increase in productivity in the last

couple of months. . Amir Zein Mahmoud, SAP ProjectManager @ Kama for Manufacturing Company (EMEA)

Change request management in SAP

Solution Manager helps us to better co

our releases to production, and fully

supports our change and release

management process.

This has already improved oureffic

by approximately 10%, and will allow u

be more proactive with integration conCaroline Paxton, Manager SAP Technical@ LonmPlatinum (EMEA)


25/25

Thank You!

David BirkenbachALM Solution Management

ITSM, Incident & Problem Management

SAP AG

Dietmar-Hopp-Allee 16

D-69190 Walldorf

[email protected]

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