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This process provides central message management and processing. With its integration of SAP Customer Relationship Management (SAP CRM), IT Service Management allows you to contact all parties involved in a message. These include all users of the system landscape or your company's solutions, such as employees, customers, consultants, or support staff.

If your IT system landscape also contains SAP solutions, customer SAP experts and SAP Service & Support staff can also communicate using IT Service Management.

IT Service Management can connect to an external help desk, set up service connections, and access SAP Service & Support.

  • IT Service Management

    The generic IT Service Management solution reports incidents, problems, service requests, helps to find solutions, and supports efficient message processing.

    You can create messages directly in an SAP transaction. IT Service Management gathers all relevant system information, which considerably speeds up the solution process.

  • Change Request Management

    Change Request Management manages SAP Solution Manager projects (maintenance, implementation, template, and upgrade) from end-to-end:

  • Interface for the help desk of a third party provider

    You can connect an external help desk to your SAP Solution Manager system, for example, to continue using existing help desks or to use other SAP Solution Manager service desks as external help desks.

    Note Note

    You can use IT Service Management for all your solutions, including non-SAP applications.

    End of the note.

  • Global Service & Support Backbone

    The SAP Global Service & Support Backbone integrates the SAP Solution Manager, the SAP Service Marketplace, and the SAP service infrastructure. Integration includes access to support processes and tools, which both SAP Support staff and SAP partners can access.

    You use wizards to set up service connections to SAP for the managed systems in your solution. You open a service connection for a specified period so that a member of SAP Support staff can log on to your system and provide support directly.

Integration

IT Service Management is based on the integration of SAP CRM IT service management in SAP Solution Manager. All IT service management functions are available in SAP Solution Manager.

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