SAP Engagement and Service Delivery
SAP Solution Manager has a range of support offerings. All support offerings are based on services with predefined content. These services cover the entire lifecycle of the software, from implementation to operation and optimization to upgrade.
These services have the following objectives:
Risk minimization
Optimization of SAP solutions
Knowledge transfer
These services proactively detect and solve technical problems (issues) before they can have a negative effect on business operations. An issue may only be captured by a service and forwarded to a subsequent service that resolves it.
Integration
SAP Engagement and Service Delivery Applications
SAP provides applications that allow you to perform services. They contain important information about the overall situation of the customer solution, including, all support requests you have created, all services already performed and planned, issues and top issues that have occurred, and the scope and current state of your systems.
Features
SAP Engagement and Service Delivery
applications allow you to do the following:Display and edit issues and top issues for solutions and business processes
Display and edit self-services and SAP services
Display and edit support requests for solutions
Display and edit tasks for performing issues and top issues
Display and edit SAP EarlyWatch sessions
Create reports for issues, top issues, TQM and expertise on demand
The following applications are delivered as standard:
Application | Description |
|---|---|
Engagements | You identify top issues and issues, plan, and perform self-services, and document each engagement cycle qualitatively and quantitatively. |
Support Requests | Displays detailed information about support requests you have made and solutions proposed by SAP |
Active Sessions | You view and manage your active service sessions. |
Completed Sessions | You view and manage your complete service sessions. |
Top Issues | You view and manage Top Issues. |
Issues | You view and manage Issues. |
Tasks | You view and manage all tasks. |
My Tasks | You view and manage tasks assigned to you. |
EarlyWatch Alert | Start and evaluate an Earlywatch Alert. |
Planned Services Update: Application Log | See a log of the |
Configuration: Service Content Update | Synchronize your list of services received from SAP to make sure the list that you have is current. SAP has an up to date list of the support requests you have made. |
Configuration: Service Job Parallelization | Control the system load and total execution time of service session reporting. |
Configuration: EarlyWatch Alert | SAP Solution Manager Configuration: EarlyWatch Alert |
Configuration: Value Management Dashboard | SAP Solution Manager Configuration: Value Management Dashboard |
Engagements: Value Management Dashboard | Open the Value Management Dashioard |