SAP Solution Manager has a range of support offerings. All support offerings are based on services with predefined content. These services cover the entire lifecycle of the software, from implementation to operation and optimization to upgrade.
These services have the following objectives:
Risk minimization
Optimization of SAP solutions
Knowledge transfer
These services proactively detect and solve technical problems (issues) before they can have a negative effect on business operations. An issue may only be captured by a service and forwarded to a subsequent service that resolves it.
The SAP Engagement and Service Delivery
in SAP Solution Manager comprises the following components:
SAP Engagement and Service Delivery Work Center
This work center is the central point of access for performing a service in a service session. It contains all important information about the overall situation of the customer solution: All support requests you have created, all services already performed and planned, issues and top issues that have occurred, and the scope and current state of the systems.
Issue Management is used for documentation and to track problems. It is the interface between your support organization and SAP Support. You can use this function to trace the solution to problems that were identified in a business process or solution.
Irrespective of the work center, you can still perform the following tasks directly in SAP Solution Manager, as before: Update solution master data at SAP, get service plan from SAP and self-service.
SAP Engagement and Service Delivery
work center
This work center offers the following functions:
Display and edit issues and top issues for solutions and business processes
Display and edit self-services and SAP services
Display and edit support requests for solutions
Display and edit tasks for performing issues and top issues
Display and edit SAP EarlyWatch sessions
Create reports for issues, top issues, TQM and expertise on demand
Issue Management
Issue Management offers the following functions:
Create issues/top issues
Create tasks
Request SAP expert
Display issues and tasks across solutions
Service Delivery
In this area of SAP Solution Manager, you can perform the following functions:
Update solution master data at SAP
Get service plan from SAP
Perform self-service