IT Service Management – Configuration

Goals

• Describe the various elements of Application Incident Management (Service Desk) and Change Request Management as part of IT Service Management in SAP Solution Manager
• Configure the SAP standard process for the Change Request Management and the Application Incident Management scenario
• Outline how to customize the Application Incident Management and the Change Request Management process according to your needs.

Audience

• Technical Consulting
• System Administration

Prerequisites

• SM100 – SAP Solution Manager - Configuration for Operations

• CR100 – CRM Customizing Fundamentals
• ADM325 –Software Logistics AS ABAP

Course based on software release

• SAP Solution Manager 7.1

Content

• Overview Change Request Management and Application Incident Management
• Basic Setup Steps for Application Incident Management and Change Request Management
• Master Data
• Projects in Change Request Management
• The Application Incident Management process and its integration with Change Request Management
• The Change Request Management Processes
• Monitoring
• Customizing IT Service Management

Notes

• The most important features of Change Request Management and Application Incident Management (Service Desk) are covered in this class. The main focus in this course will be on Change Request Management with SAP Solution Manager.
• A certification exam is offered as part of the course. The test is run at the end of the course.

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