SAP Solman Incident Management - SAP SOLMAN

What is SAP Solman Incident Management?

If any issue occurs in SAP system, an end user can create an incident message. Usually an Incident Management process is used to resolve incidents, raised by end users, system alerts using monitoring service or by key users. IT Service Management Work Center look after Incident, Problem and Change Management which are part of in Solution Manager that provides central management of processes and messages.
ITSM is designed on the basis of ITIL standards to support Business Processes, Incident, Problem, Change Management, and Service Desk Operations. SAP Solution Manager includes a set of standard, predefined ITSM functions to guide the configuration procedure.
IT Service Management is based on the integration of CRM ITSM processes and SAP Solution Manager. It provides the following functions −
  • Problem management to setup an ITIL verified process.
  • Extensibility with SAP CRM 7.0 Service or SAP ERP functions.
  • Improved knowledge management process.
  • Template Support.
  • SLA Management and Escalation management.
  • Improved Web user interface to manage ITSM task.
  • Additional inbound channels.
  • Advanced reporting features: ITSM predefined BI queries, Interactive user Dashboard.
  • Integration of Application Lifecycle management to IT Service Management and Solution Manager.
  • Predefined Business Roles for IT Service Management − IT Service Requester, Solution Manager Professional and IT Service Desk.


Structure of an Incident

An Incident is built with a header and additional assignment blocks that can be used to provide other information. Header consists of the following fields −
  • General Data
  • Processing Data
  • Dates
  • SAP Data
  • Reference Objects

Assignment block

Assignment block is used to specify any other information in the incident.

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