• As a key user, order a service from the service catalog by creating a service order or, if configured, by directly creating a service request.

• Use categories to filter and sort service orders.

• Approve or reject service orders on service order level.

• If a service order contains a questionnaire, the questionnaire is attached to the service requests that are generated from the service order and therefore the processors can access the questionnaire directly.

• Configure service catalogs from the SAP Solution Manager Configuration, IT Service Management scenario,  Perform Optional Configuration Configure Service Catalog and Request step.

Optional configuration for service catalogs:

• Creating a service request from a service component

• Classifying a service as a frequently ordered service

• Configuring which services are displayed in the service catalog

• Template status schema available for service products

• Template categorization schemas available for service products; for example, an item category for package level, ITSM Service Package.

• Template categorization schema available for technical services (services that are not orderable, but created in the background)

• In the Details assignment block, the Reference Objects screen area displays the related service product.

• Hide service from service catalog by setting the user status to Locked.

• Configure service products from the SAP Solution Manager Configuration, IT Service Management scenario,  Perform Optional Configuration Configure Service Catalog and Request step.

• The underlying service product, if any, is displayed in the Details assignment block, under Reference Objects.

• You can assign questionnaires to service requests so that requestors provide specific information.

• Configure service request management from the SAP Solution Manager Configuration, IT Service Management scenario,  Perform Optional Configuration Configure Service Catalog and Request step.

SAP Solution Manager IT Service Management supports the following features in business function Service Request Enhancements (CRM_ITSM):

• Search for Service Requests with My Involvement

• Category Search Help

• Processing Log

• Status Solution Provided

• Local Time of the Business Partners

• Displaying Contact Information

  For IT Service Management, the following context elements are relevant:

  • IMMEDCONTINFOVN: Displays information of one partner function, typically the incident reporter

  • PARTNCHGCOUNTVN: Counts the number of processors that have been assigned to the transaction

  The following fields are available to be added to the Details assignment block in the UI Configuration mode:

  • //IMMEDCONTINFOVN/TEL_MOBILE mobile number

  • //IMMEDCONTINFOVN/TELEPHONE telephone number

  • //IMMEDCONTINFOVN/TIME_ZONE time zone

  • //IMMEDCONTINFOVN/LANGUAGE language

  • //IMMEDCONTINFOVN/NAME name

  • //IMMEDCONTINFOVN/COUNTRY country

  • //IMMEDCONTINFOVN/ADDRESS address

• Search and processing options added

• You can, for example, create an incident from an e-mail, or communicate with users by e-mail.

• The Due Date field shows when SAP intends to close the incident.

• For software partners: See the date when the incident has been sent to SAP before forwarding it to the software partner.

• As a processor, in the Solution Documentation assignment block, you can assign solution documentation elements to messages.

• As a key user, you can assign solution documentation elements to incidents.

• Embedded Search provides search in several transaction types and in the SAP Solution Manager launchpad.

• Users can search for messages in which they are or were involved, using the With My Involvement search criterion.

• Users can search for incidents by substatus text.

• The NOTIF_CREATE transaction starts the IT Service Management WebClient UI in the requestor role.

• Using the BP_USER_GEN transaction, you can update master data of business partners as well.

• The IB_GEN_AUTO report is no longer necessary to create installed bases.

  You set up installed bases in the SAP Solution Manager Configuration, Infrastructure Preparation scenario, Configure CRM Basics step.

• RDSWP_DELETE_SCPRIO report obsolete and replaced by Customizing view SCPRIO that you configure during SAP Solution Manager Configuration, Infrastructure Preparation scenario, Configure CRM Basics step, in the Set Priorities for CRM Transaction Types activity.