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ITSM Blog -Discuss with SAP Solution Management


 please use the comments on this Blog page to raise  questions about SAP ITSM solutions on SAP Solution Manager or to give feedback.

This blog is not for resolving technical issues, but chatting about :

  • ITSM functionalities,
  • Services offered from SAP,
  • Available Self Services,
  • Roadmap topics
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  • Hi David,

    if we would like to implement ITSM now, which product (CRM 7.0 EHP1 or SolMan 7.1) should we install? Will ITSM be enhanced in both products in the future or will SAP focus on one product?

    Markus Karsch

    • Hi,
      Using ITSM is possible on both platforms; SAP Solution Manager or SAP CRM. SAP Solution Manager has the whole CRM stack included. So it depends on your individual use cases which platforms match the best for you. ITSM in SAP Solution has some specific enhancements with ALM processes and interfaces, which you won´t have in a SAP CRM system. SAP Solution Manager will receive Support and Enhancement Packages from SAP CRM always with  a short delay.
      Regards David Birkenbach
  • Hey David,

    We have the intention to set-up the VAR Service Desk – making use of the interface for 3rd party service desk as we need to connect our internal service desk Jira with Solution Manager.

    Our scenario to configure is the following: incident initially gets created in another helpdesk system and then via the interface gets forwarded to the SAP Solution Manager system.

    We do understand the steps to be performed in transaction SPRO. These have been executed.

    However, in the technical documentation, we do not find the steps described to actually “CREATE” the incident in Solution Manager (original cretaed in 3rd party service desk and via interface to Solution Manager) to support our scenario.

    And here we need some assistance from your side. To our understanding it is explained  in the documentation to display and change messages inSolution Manager (originated in 3rd party service desk) and not the creation step itself.

    Can you please give some extra support please?

    Many thanks in advance for your cooperation!