SAP - IT Service Management Configuration
Code: SM250-v017
Lengt h: 5 days
URL: View Online
Skills Gained
• "
• Describe the idea of Application Lifecycle Management and how IT Service Management is integrated in this
process
• Explain the standard IT Service Management Processes offered by SAP Solution Manager
• Configure the SAP standard processes for IT Service Management
• Outline how to customize the IT Service Management processes according to your needs.
• Understand the new functionalitites offered with SAP Solution Manager 7.2
Who Can Benefit
• System Administrator
• Technology Consultant
• IT Service Helpdesk
Prerequisites
• Essential:
-none
• Recommended:
-SM100 - SAP Solution Manager Configuration and Operations
-CR100 - CRM Customizing Fundamentals
Course Details
Course Content
• Solution Manager Concept
-Explaining the Benefits of SAP Solution Manager
-Describing the SAP Solution Manager Architecture
• IT Service Management Overview
-Describing ITSM and ALM
-Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
-Describing Latest Innovations - New functions with Solution Manager 7.2
• Basic Setup
-Understanding Technical Prerequisites
-Configuring ITSM Prerequisites
-Basic ITSM Configuration
• Master Data
-Explaining the Business Partner Concept
-Creating Business Partners
-Maintaining Organizational Model
-Managing the Installed Base
• The Work Environment: Using the CRM Web Client UI & Solution Manager Launchpad
-Explaining the Available Business Roles in IT Service Management
-Accessing the WebClient UI
-Accessing the Solution Manager Launchpad
-Describing the WebClient UI - New Functionalities
-Personalizing the Work Environment
• Service Catalog and Service Request Management
-Explain the concept of Service Request Management and Service Request Fulfillment
-Introducing the Service Catalogue
-Requesting a Service
-Processing a Service
• Incident & Problem Management Process
-Outlining the ITIL Best Practice Process
-Creating Incidents
-Processing Incidents
-Processing Problems
• Knowledge Management Process
-Establishing a Full text search in SAP Solution Manager
-Creating Knowledge Articles
• IT Service Management Customizing I
-Explaining the Meaning of Transaction Types
-Customizing the CRM Service Transaction
• ITSM Administration
-Explaining the Multi-Level-Categorization
-Describing the Organizational Model
-Understand Partner Determination
• IT Service Management Customizing II
-Explaining the Enhanced Customizing Options
-Describing the Mailforms & Notification Framework
-Configuring the Business Role
-Enhancements of the User Interfaces
-Describing the Widgets
-Explaining the Service Level Agreements & Processing Times
• Reporting
-Monitoring the ITSM Tickets
-Describing the ITSM BW Reporting
• Service Asset & Configuration management
-Overview: Service Asset and Configuration management
-Overview: IT Infrastructure Management
Course based on software release
• SAP Solution Manager 7.2 SP3
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