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Itsm & Charm With Solution Manager: Itsm Meets Incident Management Issues, Problems, or Services Requests Made

SOLMAN ITSM concept

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Pranab Kumar Das
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134 views

Itsm & Charm With Solution Manager: Itsm Meets Incident Management Issues, Problems, or Services Requests Made

SOLMAN ITSM concept

Uploaded by

Pranab Kumar Das
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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ITSM & CHARM WITH SOLUTION

MANAGER
SAP solutions are continually evolving (maintenance over time, urgent corrections,
®

implementation projects) change management, change requests, incidents are an integral part
of the life cycle of your SAP tool.
®

Faced with these challenges, you want:

 Improved traceability and tracking of incidents and change requests


 Accelerated corrections of incidents
 Structured management of transport and associated changes in accordance with
SAP best practices
®

To answer this, SAP Solution Manager provides two scenarios:


®

 IT Service Management (ITSM)


 Change Request Management (CHARM)

ITSM MEETS INCIDENT MANAGEMENT ISSUES, PROBLEMS, OR SERVICES REQUESTS


MADE.
One of the goals of the ITSM solution is to restore as quickly as possible normal operation of IT
services.
The benefits associated with implementing ITSM are:

 Optimized management of incidents, increased efficiency for the SAP service center
®

 User satisfaction
 Reporting ease

The correction of incidents can induce a change. It will be processed through ChaRM, an
SAP Solution Manager tool that aims to:
®

 Rule on a formal request for modification of the solution (approval workflow)


 Minimize the risk of regression during the transition changes into production

The benefits associated with the implementation of the ChaRM scenario are:

 A better match of changes to the needs expressed by the business


 Reducing Time to Market
 Increased satisfaction of business

SETTING UP THESE SCENARIOS WILL ALLOW YOU TO OPTIMIZE THE COST OF YOUR
PROCESS AND IT WILL ALLOW YOU TO DEVELOP YOUR SOLUTION WHILE REDUCING
THE IMPACT ON EXISTING PROCESSES.
SAP Solution Manager 7.1 is one of the most certified tool for worldwide compliance to ITIL (15
®

processes). An independent study by Research In Action, dating from 2014, analyzed the
various support tools on the market, and established a ranking in which SAP came in second.
®

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