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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2012 SAP AG. All rights reserved.
Incident- Problem- Request Mgnt.
Analytics
ITIL Best Practices
7/27/2019 Top 10 reasons for using SAP ITSM
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Incident- Problem- Request Mgnt.
Analytics
7/27/2019 Top 10 reasons for using SAP ITSM
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Incident- Problem- Request Mgnt.
Analytics
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
Roles & UIs
7/27/2019 Top 10 reasons for using SAP ITSM
7/25 2012 SAP AG. All rights reserved.
Incident- Problem- Request Mgnt.
Analytics
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
7/27/2019 Top 10 reasons for using SAP ITSM
8/25 2012 SAP AG. All rights reserved.
Incident- Problem- Request Mgnt.
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
7/27/2019 Top 10 reasons for using SAP ITSM
9/25 2012 SAP AG. All rights reserved.
Incident- Problem- Request Mgnt.
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
7/27/2019 Top 10 reasons for using SAP ITSM
10/25 2012 SAP AG. All rights reserved.
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementConfiguration
M
gnt.
SAPBusiness
Information
Serv
iceLevel
M
gnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI Roles & UIs
SAP Solution Manager
Interactions
ITIL Best Practices
Out-of-the-box Configuration
Customizin
g
Custom
Developme
nt
7/27/2019 Top 10 reasons for using SAP ITSM
11/25
2012 SAP AG. All rights reserved.
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementConfiguration
Mgnt.
SAPBusiness
Information
Serv
iceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI Roles & UIs
ITIL Best Practices
Out-of-the-box Configuration
Customizin
g
Custom
Developme
nt
7/27/2019 Top 10 reasons for using SAP ITSM
12/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
SAP Solution Manager
Interactions
SAP Solution Manager
Interactions
Service Interactions
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementConfiguration
Mgnt.
SAPBusiness
Information
Serv
iceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
Roles & UIs
Out-of-the-box Configuration
Customizin
g
Custom
Developme
nt
7/27/2019 Top 10 reasons for using SAP ITSM
13/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
SAP Solution Manager
Interactions
SAP Solution Manager
Interactions
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
Serv
iceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
Roles & UIs
Out-of-the-box Configuration
Customizin
g
Custom
Developme
nt
7/27/2019 Top 10 reasons for using SAP ITSM
14/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
Serv
iceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
SAP Solution Manager
Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Customizin
g
Custom
Developme
nt
7/27/2019 Top 10 reasons for using SAP ITSM
15/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
ServiceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
SAP Solution Manager
Interactions
Out-of-the-box Configuration
Customizin
g
Custom
Development
7/27/2019 Top 10 reasons for using SAP ITSM
16/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
ServiceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Customizin
g
Custom
Development
Standard Interfaces
7/27/2019 Top 10 reasons for using SAP ITSM
17/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
SAP Solution Manager
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
ServiceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Customizin
g
Custom
Development
Standard InterfacesSAP IT Infrast
ManagemHP Quality Center
7/27/2019 Top 10 reasons for using SAP ITSM
18/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
ServiceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
Out-of-the-box Configuration
Customizin
g
Custom
Development
Standard Interfaces
Customer
requirements
7/27/2019 Top 10 reasons for using SAP ITSM
19/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementCon
figuration
Mgnt.
SAPBusiness
Information
Ser
viceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
S
A
P
S
u
pp
o
r
t
Out-of-the-box Configuration
Customizing
Custom
Development
Standard Interfaces
7/27/2019 Top 10 reasons for using SAP ITSM
20/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
Center
Pricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementConfiguration
Mgnt.
SAPBusiness
Information
Ser
viceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
ITIL Best Practices
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
Roles & UIs
Service Interactions
ALM Interactions
SAP Business Suite Integration
S
A
P
S
u
pp
o
r
t
Out-of-the-box Configuration
Customizing
Custom
Development
Standard Interfaces
7/27/2019 Top 10 reasons for using SAP ITSM
21/25
2012 SAP AG. All rights reserved.
Serv
Catal
Service
contracts
Configuration
Management
Interaction
CenterPricing
SAP ApplicationsNon SAP
ApplicationsInfrastructure
E2E Alerting Change
ExecutionRoot Cause
AnalysisSolution docu. Tes
Incident- Problem- Request Mgnt.
Analytics
SAP Workflow Rules FrameworkOrg.
ManagementConfiguration
Mgnt.
SAPBusiness
Information
ServiceLevel
Mgnt.
Requirements
Mgnt.
Service
Desk
Processor
UIcustom...
Self
Service UI
SAP HR / FISAP
Analytics
SAP asset
Mngt.
SAP Shared
ServicesF
S
A
P
S
u
pp
o
r
t
Standard Interfaces
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2012 SAP AG. All rights reserved.
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2012 SAP AG. All rights reserved.
7/27/2019 Top 10 reasons for using SAP ITSM
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2012 SAP AG. All rights reserved.
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)
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Thank You!
David BirkenbachALM Solution Management
ITSM, Incident & Problem Management
SAP AG
Dietmar-Hopp-Allee 16
D-69190 Walldorf