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Component documentationSAP Engagement and Service Delivery Locate this document in the navigation structure

 

SAP Solution Manager has a range of support offerings. Services with predefined contents are the fundamental elements of all support offerings. 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 enable you to proactively detect and solve technical problems (issues) before they can have a negative effect on business operations. The issues can be recorded and documented for a subsequent service.

Integration

The SAP Engagement and Service Delivery in SAP Solution Manager comprises the following components:

  • SAP Engagement and Service Delivery Work Center

    This Work Center is the central point of access for performing a service in a service session. It contains all important information about the overall situation of the customer solution: All already performed and planned services, issues that have occurred and top issues, the scope, and the current state of the systems.

  • Issue Management

    Issue Management tracks problems. It is the interface between your support organization and SAP Support. You can use this function to track issues that have been detected in a business process or solution and must be solved.

  • Service Delivery

    Irrespective of the work center, you can still perform the following tasks directly in SAP Solution Manager, as before: Update solution master data at SAP, get service plan from SAP and self-service.

Features

  1. Work Center SAP Engagement and Service Delivery

    This work center offers the following functions:

    • Display and edit issues and top issues for solutions and business processes

    • Display and edit services performed by SAP

    • Display and edit self-services

    • 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

  2. Issue Management

    Issue Management offers the following functions:

    • Create issues/top issues

    • Create tasks

    • Request SAP expert

    • Display issues and tasks across solutions

  3. Service Delivery

    In this area of SAP Solution Manager, you can perform the following functions:

    • Update solution master data at SAP

    • Get service plan from SAP

    • Perform self-service

Note Note

Some functions, such as the self-service or the creation of tasks and issues, are available in several functional areas. The customer can choose to perform the operation either in the work center, or in SAP Solution Manager.

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