Are you ready to forever simplify the way your company processes and attends to service request? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that and this book provides everything you need to know to take advantage of it! You’ll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.
Comprehensive Introduction
Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.
Major Tools in IT Service Management
Obtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.
Configuration Steps
Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.
Reporting and Analytics
Understand how to use key KPI-based reporting features and dashboards to monitor progress and status.
SAP Solution Manager 7.0 vs. 7.1
Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading.
Introduction
Part I : Introduction
Chapter 1 : An Overview of IT Service Management
Chapter 2 : User Interfaces for SAP ITSM Functions in SAP Solution Manager 7.1
Chapter 3 : Preparing Your SAP Solution Manager System to Support SAP ITSM Functions
Part II : Application Incident Management
Chapter 4 : An Overview of Application Incident Management
Chapter 5 : Application Incident Management EndUser Roles and Process Flows
Chapter 6 : Integration into Application Lifecycle Management
Chapter 7 : Channels for Creating and Resolving Incidents and Problems
Chapter 8 : Core Features of Application Incident Management
Chapter 9 : Additional Features of Application Incident Management
Chapter 10 : Functional Configuration for Application Incident Management
Part III : Change Request Management
Chapter 11 : An Overview of Change Request Management
Chapter 12 : Change Request Management End-User Roles and Process Flows
Chapter 13 : Additional Features of Change Request Management
Chapter 14 : Enabling the Transport Management System for Change Request Management
Chapter 15 : Functional Configuration for Change Request Management
Chapter 16 : Maintenance and Project Administration Activities
Part IV : Reporting and Analytics
Chapter 17 : Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM
Chapter 18 : Change Request Management Reporting and Analytics
Appendices
Appendix A : Lessons Learned When Implementing SAP ITSM Functions
Appendix B : Upgrading to SAP Solution Manager 7.1
Appendix C : The Author
Index
