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Background documentationScenarios in IT Service Management


IT Service Management is used in SAP Solution Manager in several scenarios, depending on how a customer sets up the support for applications and which applications are affected by a message.

Standard Scenario

The customer has their own competence center, which provides support for SAP applications. The customer can set up various support levels, for example, first-level, second-level, and third-level support. The support team then uses SAP Solution Manager for message processing.

If the experts at the customer's cannot resolve an issue with an SAP application, they forward the message to SAP Active Global Support for processing.

IT Service Provider Scenario

The customer has a maintenance contract with an SAP partner, who usually also supplied the SAP solution. The IT service provider is typically responsible for first-level and second-level customer support, and therefore manages many SAP customer numbers.

The customer reports an incident in the SAP Solution Manager system of the IT service provider or logs on to the partner's SAP Solution Manager with the SAP Service Marketplace s-user.

If the IT service provider staff want to involve SAP support in resolving the incident, they can forward the incident to SAP.

In this scenario, messages with very high priority that are received outside of the business hours of the IT service provider are forwarded automatically to SAP support. You can configure automatic forwarding based on, for example, components, time, and recipient:

In Customizing for SAP Solution Manager, see Start of the navigation path SAP Partner Next navigation step Service Provider End of the navigation path.

For information about license data, see Creating System Information for License Data.

Software Partner Scenario

For various special areas, SAP software partners offer their own products as solution enhancements, which are sold by SAP. Software partners act as third-level support, directly behind SAP Support in the support chain. Alternatively, depending on the product, they can provide all support levels.

The customer support reports their incidents in the SAP Service Marketplace or in IT Service Management in SAP Solution Manager. SAP Support decides how to process the incident depending on its application component. If the incident message is sent because of a problem with a software partner application, the message is either forwarded to the software partner after initial processing or sent to the partner directly.

Software partners can create partner notes in the SAP Service Marketplace.

Customers and partners can also exchange messages directly between their help desks, for example, using IT Service Management in SAP Solution Manager or external help desks.

In Customizing for SAP Solution Manager, see Start of the navigation path SAP Partner Next navigation step Software Partner End of the navigation path.