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Component documentationIT Service Management


This process provides central message processing and management.

IT Service Management (ITSM) is compliant with, and certified by, the Information Technology Infrastructure Library (ITIL). ITSM is designed to support business processes and enables you to run every aspect of your service desk operations. ITSM enables you to manage service requests, incidents, and problems as defined in your SLAs. This means you can implement infrastructure changes and reduce, or even eliminate, the impact on your business and end users. SAP Solution Manager offers a set of standard, preconfigured IT Service Management processes that can be set up using a guided configuration procedure. Based on this ready-to-use configuration, you can adjust ITSM to match your individual business requirements using, for example, the following features:

  • Custom workflows

  • Organizational models

  • User roles

  • Automatic e-mail notifications

  • UI adaptions

  • Reporting capabilities

In addition, SAP Solution Manager offers many standard functions, such as authorization management, inbound and outbound channels, a post-processing framework, and an easy enhancement workbench to adjust individual fields without the need for additional coding.

IT Service Management offers communication channels for all relevant stakeholders of an incident, such as business users, SAP Service & Support and partner support employees that reside on various organization levels.

IT Service Management contains the following:

  • 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 SAP solutions and non-SAP applications.

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  • 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.


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

Note Note

From SAP Solution Manager 7.1, you should create and edit messages using only the WebClient UI.

For more information about message processing in the SAP GUI, see the SAP Solution Manager documentation for earlier releases at Start of the navigation path published on SAP site Next navigation step Application Lifecycle Management Next navigation step SAP Solution Manager End of the navigation path.

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