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Component documentationIT Service Management


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, then customer SAP experts and SAP Service & Support staff can also communicate using IT Service Management.

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

  • IT Service Management

    With the generic IT Service Management solution, you report incidents and problems, create service requests, and get help to find solutions.

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

  • 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.

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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 the 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 End of the navigation path.

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