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Ready for SAPPHIRENOW, I´m happy to announce the successful audit of SAP Solution Manager to fulfill ALL requirements of ITIL processes according to PinkVERIFY.

 

It might be new to many experts of the IT industry that processes from the IT Infrastructure Library (ITIL®) can be  mapped with the  SAP Solution Manager. In the last few weeks SAP Solution Manager 7.1 has passed through several assessments by experts from PINK ELEPHANT.
The results have  approved  that SAP Solution Manager 7.1 completely supports the ITIL® processes  in the area of  Service Design, Service Transition, Service Operation as well as Continual Service Improvement and offers the significant functionalities out-of-the-box.

The Information Technology Infrastructure Library (ITIL) is a set of books developed by the United Kingdom’s Office Of Government Commerce (OGC). The ITIL books describe an integrated, process based, best practice framework for managing IT services.

PinkVERIFY TM help ITIL/ITSM practitioners identify software tools that would support their process improvement initiatives and to
provide ITSM tool vendors and service providers with a process to demonstrate and certify their product’s ITIL compatibility to general platform, core and integration criteria.

IT Service Management (ITSM) is focused on maintaining a reliable, stable, cost-effective IT application and infrastructure environment which enables and supports the business services and processes.
Similarly, the IT department is focused on moving from a technology provider to a service provider and business partner.
More organizations are adopting the IT Infrastructure Library (ITIL®) because it facilitates the integration of Business Service Management and ITSM principles and best practices. In the world of ITSM support tools, single process Help Desk applications and systems management tools are being replaced by more complex Service Desk and integrated service management tool suites. With this increased scope, tool vendors are developing integrated platforms, products and services to align people, process  and technology based on ITIL processes. As a result, in 1999 Pink Elephant developed PinkVERIFY, an ITIL software tool assessment service.

The award is a milestone for SAP Solution Manager:
The ITIL certification proves that SAP Solution Manager provides predefined processes which are 100% aligned with best practices according to independently defined IT Management standards.

But SAP Solution Manager is even more compared to other ITSM tools in the market. The high degree of integration between IT and Business, Applications and Infrastructure, Implementation and Operation, as well as Monitoring and Execution makes the difference by choosing SAP Solution Manager as the ITIL tool of the next generation.

SAP is the first and currently only vendor awarded in all 15 certifiable ITIL processes of the Pink Elephant’s PinkVERIFY ITIL v2011 edition certification.

The certified Service Management processes covered with SAP Solution Manager are :

  • Availability Management
  • Capacity Management
  • Change Management
  • Event Management
  • Financial Management 
  • Incident Management    
  • IT Service Continuity Management    
  • Knowledge Management     
  • Problem Management   
  • Release & Deployment Management     
  • Request Fulfillment    
  • Service Asset & Configuration Management       
  • Service Catalog Management      
  • Service Level Management    
  • Service Portfolio Management

For the local market in Germany we have additionally passed successfully a certification process from SERVIEW, the German market
leader for ITIL consulting and trainings.

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Marc Köhler, Manager SERVIEW CertifiedTool®, who accompanied the award: „On the basis of the given results, it can be summarized that the current release of SAP Solution Manager can be called an “ERP for IT” based on its module and data integration and consequently is a milestone in Business IT Alignment.”

Here is a mapping table of those SAP Solution Manager capabilities that has been approved in the several ITIL process audits:

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3 Comments

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  1. Lluis Salvador Suarez

    Hello David Birkenbach it’s there any documentation about how Solution Manager tools fulfill ITILv3 requirements ?

    Something like this:

    Set of 15 process

    Tools inside Solution Manager

    AVM = Availability Management

    ?????????

    CAP = Capacity Management

    ?????????

    CHG = Change Management

    Change Management (included charm)

    EV = Event Management

    Technical Monitoring

    FM = Financial Management

    some CRM module ?

    IM = Incident Management

    Service desk or TSM Inc.Management

    ITSCM = IT Service Continuity Management

    ?????????

    KM = Knowledge Management

    ITSM

    PM = Problem Management

    ITSM

    REL = Release & Deployment Management

    ?????????

    RF = Request Fulfillment

    ?????????

    SACM = Service Asset & Configuration Management

    LMDB ? CCDB ?

    SCM = Service Catalog Management

    ITSM Service Delivery

    SLM = Service Level Management

    ITSM SLA’s

    SPM = Service Portfolio Management

    ?????????

    [Update]

    Related Information from friend 

    http://scn.sap.com/thread/1698629

    IT transformation servives, have more or less what i need but it’s not all related to ITIL

    http://service.sap.com/itts

    Thanks,

    Luis

    (0) 

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