SAP ITSM Incident Management

IT Service Management (ITSM) has become a major pillar in the portfolio of SAP Solution Manager. This is especially true since SAP Solution Manager 7.1 has enhanced the former Service Desk to a holistic IT Service Management solution providing functions to support the main IT processes such as Incident Management, Problem Management,Change Management, Service Catalog Management and many more.

Our approach is to deliver a best practice solution that you can configure according to your individual process requirements as well as link-ups to various enhancement interfaces.This allows you to integrate your own process logic while remaining in charge of maintenance and support. The standard version of SAP Solution Manager provides regular functional enhancements so that major configurations are often unnecessary.

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Objective

– Increase Efficiency of Responding to Incidents

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Highlights

– Multiple inbound channels

– ALM integration

– Flexible UI enhancements

– Related searches based on Categorization

– (Auto) Dispatch to Teams based on end user data or system data or categorization

– ITIL compliant process functionalities

– Integration with the other IT service and support processes

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Benefits

– Capture, document, and track all incidents from creation to resolution

– Increase IT support productivity

– Deliver the best solution in a timely manner

– Enhance customer satisfaction

Since SAP Solution Manager 7.1, the ITSM functions have been enhanced to support heterogeneous and complex IT landscapes for both SAP and non-SAP software and even IT infrastructures. With SAP Solution Manager 7.2, this concept has been continuously improved and developed to align with customer requirements and the framework set out by the Information Technology Infrastructure Library (ITIL).

ConCorn’s SAP Project and Portfolio Management services include:

  • Incident Management

  • Change Management

  • Problem Management

  • Release and Deployement Management

  • Service Portfolio Management

  • Request Fulfillment

  • Service Portfolio Management

  • Event Management

  • IT Service Continuity Management

  • Training and Knowledge Transfer

Contact us

ConCorn  has a friendly and efficient customer service staff ready and willing to assist in any way.

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ConCorn

Your  One-Stop Shop for

SAP Application Lifecycle Management – SAP Solution Manager

“We add value to ConCorn’s and SAP’s customers by understanding their business needs and requirements and recommending SAP and certified partner solutions that reduce costs, improve revenues and can improve customer acquisition and retention down to the end user experience.”

“To profitability create, deliver and support comprehensive SAP and partner solutions to the SAP customer base that enable them to operate their SAP Landscapes in a no risk, highly effective environment.   We will achieve this locally, but globally as well with select partners.”

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