ITM219 Be Prepared for SAP ITSM and CHARM in SAP · PDF fileITM219 – Be Prepared for SAP ITSM and CHARM in SAP Solution Manager 7.2 ... IT Operations and Service Management for SAP-Centric

Public

ITM219 – Be Prepared for SAP ITSM and

CHARM in SAP Solution Manager 7.2

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2 Public

Speakers

Las Vegas, Oct 19 - 23

David Birkenbach

Barcelona, Nov 10 - 12

David Birkenbach


Disclaimer

This presentation outlines our general product direction and should not be relied on in making a

purchase decision. This presentation is not subject to your license agreement or any other agreement

with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to

develop or release any functionality mentioned in this presentation. This presentation and SAP's

strategy and possible future developments are subject to change and may be changed by SAP at any

time for any reason without notice. This document is provided without a warranty of any kind, either

express or implied, including but not limited to, the implied warranties of merchantability, fitness for a

particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this

document, except if such damages were caused by SAP intentionally or grossly negligent.


Minor release

Urgent change

Change

SAP Solution Manager Product description

Business

Continuity Compliance Efficiency Time to Market

Service request

Request for

change

Business process monitoring

and analytics

Monitoring of systems, technical

scenarios and end user experience

Design mgmt.

Build mgmt.

Test mgmt.

Build execution

Test execution

Deployment

execution Release &

deployment mgmt.

IT service management

Run SAP like a factory

Project Major release

Enhancement

Problem

Incident

Portfolio

Business

requirements

IT portfolio & project management

Build SAP like a factory


Service transition Service operations Service design

SAP Solution Manager 7.1 is the first fully certified ITIL tool in the world

Service

Strategy Change management

Service assets &

configuration management

Release & deployment

management

Knowledge management

Event management

Incident management

Request Fulfillment

Problem management

Service level management

Service catalogue

management

Availability management

IT service continuity

management

Service strategy

Service portfolio management & financial management for IT services


Analyst‟s Perception on the Value of SAP Solution Manager It is a fully fledged and credible IT operations and service management tool

Originally designed as an incident and problem

management tool for SAP’s own customer support, the

Solution Manager today, is a fully fledged and credible IT

operations and service management tool especially

suitable for SAP-centric environments.

Since the SAP system landscape may include numerous

installed SAP and non-SAP systems, SAP Solution

Manager decreases and centralizes the management of

these systems and end-to-end business processes.

Proactive system and application monitoring as well as

change management are the most widespread use cases,

but customers aggressively step-up and extend the use of

Solution Manager to process management, test

management, incident and problem management.

Source: Research in Action, Vendor Selection Matrix – IT Operations and Service Management for SAP-Centric Environments, 2014

“ „


Agenda

ITSM in SAP Solution Manager 7.2

Upgrade

UI Technology

ITSM Analytics

SAP JAM integration

Solution Documentation

Service Catalog Management

3rd party interface

CHARM in SAP Solution Manager 7.2

Public

Roadmap for IT Service

Management (ITSM) SAP Solution Manager 7.2


Latest features in ITSM


• Cross Search

• 3rd party interface enhancements

• SAP Fiori UI for business user

• Service Catalog Management

• ITIL KPI package on BI 7.4

• HTML5 Dashboard

• Embedded Search

• Performance

• SAP

• HANA enabled

• SAP Netweaver 7.4

• Extended Checklist

• Bulletin Boards

• Processing times

• Notification Framework

• SAP JAM integration

• Central Inbox

• Button configuration

• Save Personalization

• Colors in result list

• Cancel search process

• Many more…

ITSM in SAP Solution Manager 7.2 Outlook


Important to Know & Your Next Steps Upgrade details

Relevant for all customers: No CRM issues this time: SAP Solution Manager 7.2 does not

contain a new SAP CRM release. We only move to a new

enhancement package, the impact of the 7.2 upgrade is

significantly lower than in the 7.1 upgrade

If you already adopted the Monitoring & Alerting infrastructure,

then you are fine. Note that business process monitoring

based on the Monitoring and Alerting Infrastructure (MAI)

is mandatory in 7.2

The split of ABAP and JAVA stacks, and the upgrade to SAP

NetWeaver 7.40 are performed automatically in a standard

upgrade procedure

Activation of Solution Documentation can be prepared well in

advance of the upgrade

Optional upgrade step:

• The migration to SAP HANA fully supports the one-step-

upgrade approach (i.e. the SAP standard for migrating to SAP

HANA)

The upgrade from SAP Solution Manager 7.1 to 7.2 is standard

Planned

Innovations

This is the current state of planning and may be changed by SAP at any time.


ITSM upgrade to SAP Solution Manager 7.2

1. Prerequisite: Upgrade procedure

for SAP Solution Manager basic

setup

2. ITSM specific configurations in

Solman_setup

– Enhanced guided steps

– Required Business Functions

have to be activated

(documentation which features

are enabled)

– To be updated configuration

steps are flagged (yellow)

– New features to be configured

are flagged ( grey)


Business Functions

Business functions that include ITSM relevant

improvements: • BC_SRV_STW_03 Enable Social Media ABAP Integration 3

• CRM_ES_BY_ATTACHMENT Search in Business Object

Attachments, to indicate the attachments search their contents in

embedded search

• CRM_IC_CEBP IC and Communication-Enabled Business

Processes, for example for checklists

• CRM_KA_CI_2 Knowledge Article Content Preview (For more

information, see in SAP Note 1619457.)

• CRM_ITSM Service Request Enhancements, for example, for

search for transactions "with my involvement", displaying a

pushbutton that indicates attachments, ranking calculation

• CRM_ITSM_BULLETINS Bulletin Board

• CRM_ITSM_COM Content and Text Management

• CRM_RMD Rule Modeler Usability

• CRM_SHSVC Multifunctional Shared Service Interation

Center, for example for checklists

• CRM_SWI_1 Integration of SAP Jam with SAP CRM

• CRM_TM_1 Enlarged Text Area and Filters in Text Log

• UI_FRW_1 UI Framework

• UI_FRW_1_DOCU UI Framework Documentation


Web Client UI for CRM bases processes ( ITSM, CHARM,

Requirement Mgmt. etc)

4 predefined Business Roles

– Reporter

– Dispatcher

– Call Agent

– Processor

Business end user mobile apps for iOS and Android

SAP Fiori enabling

Prerequisite: software component UISAPUI5 available with ST

SP5 (no downport!)

Build your own Fiori like UIs, e.g with UI development toolkit for

HTML5 SAP WEB IDE

Data extraction with oData services via SAP Netweaver Gateway

Consulting services to build customer individual Fiori UIs

ITSM UI strategy in SAP Solution Manager SAP Solution Manager 7.1


ITSM UI strategy in SAP Solution Manager SAP Solution Manager 7.2

Web Client UI for CRM bases processes ( ITSM,

CHARM, Requirement Mgmt. etc)

4 predefined Business Roles

– Reporter

– Dispatcher

– Call Agent

– Processor

Business end user mobile apps for iOS and Android

SAP Fiori enabled !

+

New Webclient theme “Corbu”

SAP Solution Manager Launchpad

Role based SAPUI5 central Start UI

Cross Search ( “embedded search”)

ITSM “my incident” Fiori app for Desktop

and mobile devices

Further Fiori apps in planning


New User Interfaces in SAP Solution Manager 7.2

Providing the ultimate end user experience

SAP Solution Manager 7.2 will follow the SAP

Business Suite Strategy!

• SAP Fiori Launchpad will be piloted for role-based access to

all relevant applications and Work Centers, with further steps

based on customer feedback.

• SAP UI5 / Fiori will be provided for key business-facing UIs

and mobile applications.

• Vital SAP Solution Manager UIs will be revamped

incrementally using SAP UI5 / Fiori, based on customers’

usage and demand.

• All Flash-based UIs for Run SAP applications and the

existing SAP Solution Manager dashboards will migrated to

SAP UI5.

Planned

Innovations



Search

My Incidents (5) Incident Details

Missing Authorization for System FP7

Rabia Aziz

Printer is broken

Author Action

Medium

Need a User in the System

New

Medium

How to backup Snagit files

Proposed Solution

Medium

Need Licensed Software

Confirmed

Conversation Attachments

Missing authorization for system

In Process

Very High

3

Withdraw Confirm

3

Rabia Aziz:

FP7 is our production system. Reduced roles and authorizations are causing major

problems.

August 29, 2014 13:36:00

Rabia Aziz:

Hi,

I have set the priority to very high. You can very well imagine the consequence of

unauthorized users in a production system. We have checked our roles on our site by

role comparison. From our side all is ok.

August 29, 2014 13:45:01

Axel Spenneberg:

Dear Rabia,

We would like to check your system. Could you kindly provide us the user and

password information?

Kind regards, Axel

August 30, 2014 09:30:00

Medium

Details

In Process Axel Spenneberg

8000000830 2014

8000000831 2014

8000000832 2014

8000000833 2014

8000000834 2014

Rabia Aziz:

Attachments added.

August 29, 2014 13:46:01

Brief Role Description.txt

Authorization Concept behind our Roles.doc

Screenshot of Errors on Screen.jpg


SAP Fiori role-based experience for top tasks

Today

Functional-based applications SAP Fiori UX

Role-based applications

To: One entry point for the user and UX

following common design directions

From: Multiple entry points for the user and

inconsistent user experience (e.g. ERP vs. CRM)

From: One transaction for multiple roles

exposing all data & functions to all users

To: Decomposed apps for each role

exposing only relevant data & functions


New CRM basic features delivered through customer connection

program 2014/15

Table Personalization & Configuration

New WEBCUIF skin based on the CORBU

theme

Recent Items Enhancements

Button Configuration for Overview Pages

Enhancement to the Add Tag F4 help

Global Personalization Settings

Icon Navbar

Stop Function for Each CRM Search

Allow mass maintenance of tags

Logo customizable per business role

Ability to have Colors on Results in Drop

Down List

….


SAP Improvement Finder & Customer Influence site

Visit SAP Improvement Finder:

Find areas for improvement in SAP CRM

Use established maintenance processes (SAP Notes;

support packages)

http://www.sapimprovementfinder.com ›

Benefit and Use

Visit Customer Influence Site :

Join- Do you have additional Improvement Requests based

on SAP CRM?

Participate in the new project - join here

CRM based SAP Solution Manager

requirements

https://influence.sap.com/CRM2016

http://www.sapimprovementfinder.com/

http://www.sapimprovementfinder.com/


ITSM Analytics

Preconfigured BW with SAP Solution Manager

Setup

Upgrade from BW 7.02 BW 7.4 (auto)

New ITSM extractors & info provider – new setup

required

KPI content

Cross ITSM &CHARM Dashboard

Predefined ITSM KPIs

Associated KPIs

Frontend

Analytics Launchpad on SAPUI5 (SAP Fiori like)

Configurable KPI view (own tiles, further drill downs,

etc.)

Extendable with BW Query Designer


• Market leading enterprise social

networking

• Internal private and “public” groups

for team collaboration

• Streamlined content contribution

and annotation, including video

• Embedded in and connected to

service & support processes

• Connect the entire organization

• Integrated directly to ITSM

documents

Introducing SAP Jam Social business collaboration – built for business execution

Access anywhere via mobile

apps on iPhone, iPad, BB and

Android


SAP Jam integration SAP Jam Feeds / SAP Jam Groups


Revised Solution Documentation

New Solution Documentation UI

Solution is the area to document and design all relevant

processes.

There is no SOLAR documentation structure any more !!!

References from Solution documentation into incidents keep available

and can still be displayed

References to the new Solution documentation structure can be

created in the incident document manually

Using Solution documentation references for search filter

Create incidents based on solution documentation elements instead of

technical elements ( system, CI, category, etc.)


Service Catalog Management IT Service enhancements in SAP Solution Manager 7.2

ITIL compliant process

IT Service product definition

Structure services in different catalog views

Service Order process

Business Self Service

Approval procedure

Order items: Material and/or Service Requests

Bundle service packages

Direct Service Requests

TOP ranking

Service specific questionnaire

ERP integration

Integration in Incident Management

Related IT Service as reference object

Determination via category

New Employee

Type: Catalog Product

Standard Laptop

Type: ITSM Material

Laptop Delivery

Type: ITSM Service

Sales Order

Service Request /

Guided

Procedure Password Reset

Type: Direct Service Request

Service Request /

Guided

Procedure


Service Catalog Management Request fulfillment – 2 alternatives

Purpose

Increase IT support productivity with standardized IT service delivery

Quick and easy guidance with Work instructions

Decision based dynamic fulfillment process

Checklist

Enhanced functionality in SAP Solution Manager 7.2

– Action & Condition Framework enabled, e.g. E-Mail Notifications

– Checklist Steps Enhancements

– Decision-Based, parallel processing

Determination via rules , e.g. based on Categorization

Partner determination

Workflow notification

Guided Procedure

Generation of Operation tasks (transaction type)

Time recording and SLA s in Operation tasks

Guided steps with transaction references

Define templates for semi automation

Determination via rules , e.g. based on Categorization

Similar framework as in Solman_setup

Purpose

Precise guidance of service processing in sequence

Deliver the best solution in a timely manner (SLA based)

Provide time and effort feedback for future cost calculations


External Service Desk Interface in SAP Solution Manager 7.2

Enhanced mapping based on transaction type for

– Text Type

– Priority

– Business Partner Functions

Transfer of additional Business partners

– Up to 10 additional business partners (beside

Agent/Reporter)

Possibility to modify exchanged ticket before and after

maintenance/creation

Support customer specific proxy object

– Improved flexibility to connect to external service desks

that do not match the predefined message format.

Improved Error Messages

Support of Problem transfer

SAP Solution Manager 7.2 ITSM

3rd party Help Desk solution

Interface Certification for 3rd party vendors possible

Public

Roadmap for Change

Request Management SAP Solution Manager 7.2

Planned

Innovations


Roadmap: Change Request Management & beyond…

Introducing Release Management

Introducing Requirements Management

Integration ITSM features from SAP CRM EHP 2 & 3

Central Inbox, Checklist Enhancements, Bulletin Boards, SAP Jam Integration

Various Usability and UI Improvements

SAP HANA improved search

Enhancements for Tracking and Reporting

Planned

Innovations


Managing requirements

Approved

BR3

BR1 BR5

R2

New

Requirement

Focus

BR 2

BRnn

BRnn

BR 4

BRnn

BRnn

BRnn

Deleted

Planned

Innovations



Process & roles for Business Requirements Management

Planned

Innovations

Business Process

Experts Business Manager

Define

Business

Requirement

Business

Validation

Requirement

Approved

Handover

to IT

Translation to

IT Requirement

IT Solution

Architects

Tracking of

Business

Requirement

…


Process & roles for IT Requirements Management

Validation IT Scope

Finalized

Handover to

Implementation

Implement &

Validate

Changes Developer /

Tester

Tracking of

Change

Execution

…

IT Solution Architect

Translation to

IT Requirement

Commit

Implementation

…

Planned

Innovations


Change Execution

(ChaRM)

Solution

Documentation

SAP Solution Manager 7.2 Solution Documentation integrated with Project-, Change- & Release Management

PPM Project

<< linked >>

Project Manager IT Solution Architect Developer / Tester

<< Report Time Feedback >>

PL

AN

D

ES

IGN

B

UIL

D

PPM Task

Business Process Expert

Planned

Innovations

IT Requirement

(ChaRM)

Business

Requirement

<< related >> Release

DEV QAS PRD

Release incl.

Related System Landscape

<< assigned >>


Fiori App “My Business Requirements”

Planned

Innovations


No Test

Environment

Contention?

Do you have a successful Release Management?

Up-to-Date

Release

Schedule?

High

stakeholder

satisfaction?

Clear release

pipeline and

planning?

No endless

miles of

spreadsheets &

documents?

Meet scope

and delivery

targets?

Planned

Innovations


Do your projects go live whenever they are ready?

timeline

Project 1

Project 2

Project 4

Project 9

Project 6

Project 7

Project 8

Project 10

Project 11

A hard time to ensure proper & complete testing

High effort taking care of conflicts & dependencies

Many manual steps and activities during Go-Live

No routine procedure for go-live situations

Trouble keeping your IT Services running

…

This means that you may have …

Planned

Innovations


Releases synchronize projects and help to keep the control

Release 1

Project 3

Scope Build Test Deploy Hypercare Operate

Build & Functional Test Freeze

Project 2

Build & Functional Test

Project 1

Build & Functional Test

Reduce Risk, Simplify Go-Live Process and

Decrease Test Effort

Go-

Live

Go-

Live

Go-

Live

Synchronized

Go Live

Freeze

Freeze

Jo

int

Inte

gra

tio

n

Test

Ph

ase

Planned

Innovations


SAP Solution Manager 7.2 Introduction to Release Management

Release & Deployment Management is essential

to manage successful deployment of all related

changes into the productive environment.

Release Management defines dates and

schedule for Releases.

Release content is determined by Projects,

Requests for Changes, and related Change

Documents.

The Release Cycle is a technical container and

model for the release content.

Planned

Innovations


The 3-step approach for Release Management in SAPSolution Manager

Release Track

Definition Manage Release Cycle Release Planning

Durations & Go-Live Date Assign Change Documents &

Manage Release Deployment System Landscape

Planned

Innovations


Release 1.1 Release 1.2 Release 2.0 Release 1.0

Minor Release 1.2

Release Management – Major and minor releases

Major Release 2.0

Minor Release 1.1 Minor Rel. 2.1

Urgent Changes

for Release 1.1

Urgent Changes

for Release 1.2 Urgent Changes

for Release 2.0 Urgent Changes

for Release 1.0

Go-Live

Go-Live

Planned

Innovations

Go-Live


Pick your Change & Release Management strategy!

Continual Deployment Phase Driven Deployment Release Management

Development and Imports may

happen either individually or

bundled (on demand / daily /

weekly)

However:

- No phases, no gates!

All changes and transports of a

cycle will be imported together

(Import All)

Mostly relevant for Project or

Wave based transport and

change management

Based on Release Planning

according to ITIL definition

Defined Relationships and

dependencies between each

Release

Import job for the entire Release

content

Additionally, no risk changes can

be imported bundled

Planned

Innovations


Incident

Problem

Business

Requirement

IT

Requirement

Request for

Change

Emergency

Change

Minor

Change

Medium

Change

Major

Change

Urgent

Change

Import on

Demand

Normal

Change

Standard

Change

Weekly/Daily

/Monthly

Release

Import Project

Major

Release

Minor

Release

Input Analyze Categorize Plan Schedule Execute Deploy

Defect

Correction

No IT

R

min

or

only

Planned

Innovations Integrated requirements to deploy process for business and IT


Release Track #1

Example: Structuring projects and releases

ERP

BW Project

Sub-Project 1

Sub-Project 2

Release Track #2

CRM

SRM

Release Track #3

Portal

CRM

Portal

SRM

ERP

BW

Planned

Innovations

Public

Some insights…


New architecture in SAP Solution Manager 7.2

Solution

PPM Project

Change Control

Management

Project

Solution

The New Solution

Replace multiple projects and solution with a single

Solution including versioning based on Branches

supporting flexible landscape assignment

Real Project Management

Replace “underdone” Project Management with full

Project Management Suite SAP PPM – completely

integrated into SAP Solution Manager processes

Change Control Management

Establish central landscape definition with Logical

Component Groups and Change Control Landscapes

which allow easy, instant and multiple re-use

Planned

Innovations


The new “Solution” of SAP Solution Manager

Planned

Innovations

The Solution is the sum of a company’s

systems and processes. It acts as a container

for versions of solution documentation, one of

which is the production version.”

Versioning

– Each solution documentation version is a branch.

System Landscape

– Logical Component Groups group single Logical Components

together. Logical components point to actual technical systems.

Groups and Components are assigned to branches and re-used

also in other scenarios.

Processes

– A process executes functions in systems to achieve a business

goal.

System

Landscape

Processes (and

Libraries)

Branches

(Version)

Solution

Sites

Interfaces

Developments


Renovated Solution Documentation in 7.2

SAP Solution Manager 7.2 comes with a

dramatically improved solution

documentation capability.

SAP Solution Manager solution documentation

Web-based documentation experience

Integrated BPMN process editor

Multi-level hierarchies

Processes assembled from re-use libraries

Integrated process experience

Requirements Management

Project and Portfolio Management integration

Change and Request Management integration

Test Management integration

Business Process Monitoring integration

Planned

Innovations


Branches System Landscape

Introducing the solution landscape and its components

Logical Component Development

Development

Development

DG3-100 QG3-100

Production

Log Comp Group ERP

Logical Component Production

Maintenance

Production

DG1-100 QG1-100 PG1-100

Planned

Innovations


How to define your landscape for Change Control in 7.2?

Branches

Logical

Component Group

Logical

Component

Change Control

Landscape

Solution

Landscape

+ filt

er

+ filt

er

Complete Landscape

Definition (all LCGs incl. all LCs)

Subset for

Versioning Control (only particular LCs)

Subset for

Deployment Control (only particular LCGs)

Planned

Innovations


Example: Change cycle for ERP System only

Branches

Logical

Component

Groups

Logical

Component

Change Control

Landscape

Get Logical Components Get Logical Component Groups

Change Cycle

for ERP Branch: Maintenance

Contains logical Components of

Maintenance Landcape

Change Control Landscape: ERP

Contains logical Component Group

for ERP

Already defined

Already defined Already defined

Already defined

Planned

Innovations


Tasklist

Integrated Change Management & Solution Documentation

Request Transactions

Change Documents

(Change Request Management)

Cycle Transactions

Continual Cycle

Phase Cycle

Release Cycle

Request for

Change

Business

Requirement

IT Requirement

(Physical-) System Landscape

DEV QAS PRD

S T P

Solution

Maintenance Process „

Process Step „

Production Process

Process Step

Transport

Triggers and controls

SAP CTS/CTS+

Triggers and

controls the

solution

documentation

lifecycle.

Release

Planned

Innovations


Content Release Process

Maintenance

Production

Project

Tasks

Chang

es

Release Change

Collection of changes in the system and

documentation.

Integrated and automatic content release

process

Planned

Innovations

DEV

QAS

PRD

Δ 1

2 Δ

Δ

Δ

Δ

1

2

1. Change System

2. Change Documentation

3. Validate Change in QAS

4. Review Documentation &

Sign-Off Change

5. Deploy & Activate


Simplified Change Request Management enablement

Planned

Innovations


Change documents linked to “Branch” entity

Planned

Innovations


Admin Cockpit including access to “Task List”

Planned

Innovations


SAP Solution Manager 7.2 Integrated and guided release planning application

Planned

Innovations


Process

Repository

Process entities “Requirements to Deploy”

SAP PPM

Project

Project

Task

IT

Requirement

Change

Document Business

Requirement

Relates to

Create

(1:n)

Assign

(n:1)

Links to

(1:1)

Release

Incident Request for

Change

Handover to RfC in case of bug-fix

Problem Results in

7.2

Planned

Innovations


Change Control portfolio – Platform stack options

CTS / CTS+

TEA / Change

Diagnostics Central Transport Management

Dual Landscape

Synchronization

(Retrofit)

Quality Gate

Management

Change Request

Management

Change Request

Management

Release Management

SAP Solution Manager 7.2

Planned

Innovations

Public

Your way to 7.2

(Content Activation)


The Upgrade Road to Success

For SAP Solution Manager customers we plan to offer

quick identification of those parts of your solution documentation which matter to you

decision support to plan and execute content activation

best practices, services, and tools for the upgrade to SAP Solution Manager 7.2

Start preparing Select what’s right Know the impact

Your journey starts today!

Planned

Innovations



Content Activation Overview: Recommended procedure

Preparation

• SolDoc Content Activation Preparation on SolMan 7.1

Upgrade

• Technical Upgrade to SolMan 7.2

• Execution of SOLMAN_SETUP

Content Activation

• Post-processing activities on SolMan 7.2

SAP recommends to prepare the Content Activation on your up-and-running SAP Solution Manager 7.1

system. This can be done at any point in time and does not affect your productive environment in any way.

After the preparation, the technical upgrade to release 7.2 is followed by post-processing Content Activation

activities in SAP Solution Manager 7.2.


More information needed?

Visit our IT Service Management Wiki in the

SAP Community Network

Presentations, Information, Demos around IT

Service Management and Change Request

Management!

Targeted and tailored content for Managers,

End-Users and Administrators!

Link: http://wiki.sdn.sap.com/wiki/display/SAPITSM

@SAPITSM


SAP TechEd Online Continue your SAP TechEd education after the event!

http://sapteched.com/online

Access replays of keynotes, Demo Jam, SAP TechEd live interviews, select lecture sessions, and more!

Hands-on replays

http://sapteched.com/online


Further Information

Related SAP TechEd sessions:

ITM205 - IT Service Management in SAP Solution Manager - a strategic overview (Lecture)

ITM218 - Experience the Value of Requirements to Deploy in SAP Solution Manager 7.2 (Lecture)

ITM260 - IT Service Charging: Integrated ERP–SAP Solution Manager Process (Hands-on)

ITM265 - Experience the Value of Requirements to Deploy in SAP Solution Manager 7.2 (Hands-on)

SAP Public Web

http://wiki.scn.sap.com/wiki/display/SAPITSM/ITSM+Wiki+-+IT+Service+Management+and+ChaRM+Wiki+Homepage

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Thank you

Contact information:

David Birkenbach

SAP SE

Solution Management

[email protected]


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looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place

undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

http://global12.sap.com/corporate-en/legal/copyright/index.epx

