Product Information
Experience SAP IT Services Management (ITSM)
SAP IT Service Management (ITSM) is ITIL based, compliant & certified software for improving and managing IT services support and operation activities for corporates.
Am sharing in this blog some of my experience with SAP ITSM software from one implementation project also as an IT services manager.
Main SAP ITSM Features
- IT Requests Management
- Incidents Management
- Problem Management
- Knowledge Management
- Change Management (ChaRM)
- IT Analytics
- IT Service Desk.
Terminology:
IRT
The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA.
MPT
The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA
SLA
Service Level Agreements
Define SLA Categories
You can define SLA categories as per customer requirement for example:
Sr No | Priority | Response Time | Completion Time |
1 | VIP | 3 Hours | 8 Hours |
2 | High | 8 Hours | 12 Hours |
3 | Medium | 10 Hours | 16 Hours |
4 | Low | 12 Hours | 24 Hours |
Define IT Services & Incidents Categories
Define your IT Services / Incidents categories for example:
Category -1 | Category -2 | Category -3 |
SAP Basis | SAP Access | User ID Creation |
SAP Basis | SAP Access | User ID Deletion |
SAP Basis | SAP Access | User ID Authorzation Modify |
SAP Basis | SAP Access | User ID Lock |
SAP Basis | SAP Access | User ID Reset Password |
SAP Basis | SAP Access | Others |
IT | Hardware | Request New Monitor |
IT | Hardware | Printer not working |
IT | Hardware | Keyboard Replace |
IT | Hardware | Mouse Replace |
IT | Hardware | Others |
IT | Software | Software License Expired |
IT | Software | Antivirus Installation |
IT | Software | Antivirus Update Problem |
IT | Software | Antivirus Port Unblocking |
IT | Software | Others |
IT | Creation | |
IT | Deletion | |
IT | Suspend | |
IT | Reset Password | |
IT | Others |
1000+ categories were created as per the customer requirement.
Define IT Support Team Members:
- Log on to ITSM as Administrator having modify config. authorization
- go to: Service Operations –> Organization Model
- Edit
- Insert Employee
Authorization matrix and Roles (Basis)
You need minimum three basic roles to be created on your solution manager server.
- Role for your IT team (SUPPDESK_PROCESSER) (without any configuration)
ZITSM_SUPPDESK_PROCESSER - Role for the Administrator with all Config Access
ZITSM_SUPPDESK_ADMINISTRATION - Role for Normal End users and employees (Ticket Creator)
ZITSM_SUPPDESK_END_USER
Raising Service Request (End user)
- Login to your SAP ITSM
- Raise service request or incident and follow your screen
- save.
Responding to Service Request (ITSM Manager)
All IT Service Messages (Service Requests/Incidents) will follow below Statuses:
Whenever there is new Service Request/Incident raised by anyone the IT services manager should follow the below steps to assign it to correct message processor
Open the ticket, assigned it to Message processor.
- Logon to ITSM
- Edit the ticket –> Assign ticket to correct message processor
you can select message processor from the dropdown list or by entering his employee id.
Responding to Service Request
- Current Step Status: New
All Service Requests/Incidents will be assigned to “New” Status as soon as it is created.
- Action Required by Message Processor (Ticket Processor)
once message is assigned it to Message processor.
- Status Change in this step: None
- once message is assigned to one of message processor he/she will receive email notification, Message processor should logon to the ITSM, change the status of message to “In Process” Initial Response to avoid breach of response time SLA…
- Change Message Status to “Customer Action” is optional which is only required if you need any information from requester.
- Change Message Status to “Proposed Solution“. if the issue solved or solution provided .
ITSM Monitoring and Reports
Everything can be exported to excel where you can do your own analytics also standard ITSM Monitoring tool can be used to create Pie, Bar diagrams
For example: create pie diagram present all incidents which are in status: MPT Warning
- Login to your ITSM system
- Select Incident Management from the side menu
- Click on Incidents within the Search section
- Start incident search with certain parameter: Status = MPT Warning, click Search
5. Click on Open Chart button to display the result in a pie or bar
You can export search result to excel:
Add/Remove Fields – user interface
- Log on to ITSM as Administrator having modify config. authorization
- Navigate to the page you want to modify (Create service Request).
- Click the configuration button
Conclusion
For companies running SAP ERP, need IT helpdesk solution no need to go for for third party software or vendor they can implement SAP ITSM faster (less the one month in our scenario), more efficient and at lower cost.
Thanks.
Hi Yasin,
Great blog!
Just thought of highlighting fiori part of ITSM. Fiori tiles like
make users feel welcomed and make them feel friendly. We also have dashboards like
for analytics and reporting.
Cheers,
Sharath.
Hi Sharath,
Thanks for your valuable comment about ITSM Fiori tiles and dashboards.
Regards.
Yasin.
hello Yasin N
I wanted to understand with your help how to insert the suspended item in the tt status field
Thank you
CP
Thank you for the blog. I wanted to know if ITSM in SolMan fully ITIL ccompatible and certified ?
Dear Bushair
Yes SAP ITSM is ITIL Compliant but am not sure is it is certified.
Thanks.
Dear Yasin,
We are using ITSM for Create incident and problem. Now I have to add service request option in ITSM CRM dashboard. What roles and authorizations are need for that. I have customized role for ITSM which includes Incident and Problem.
How can I add service request in the below.
Regards,
M. Adeel Khan
Hello, interesant blog. Do you know wich is the ITSM solution roadmap? i'ts replace for ALM cloud? thanks!
Hi, it is different from ALM cloud. however I recommend you to go through the bellow blog
https://blogs.sap.com/2022/05/30/it-service-management-sap-cloud-alm-or-sap-solution-manager/