Solman Tasks

[Ranjith418]

Hi All,

Can someone guide me to understand the below requirements related to solman?

1.1 Call/Problem Management
1.1.1 Call Handling Methodology

Calls will be handled through Solution Manager. The Solution Manager will address the following AMS needs:
1) Service Management - Service Desk / Incident Management with Problem und Solution Database
a) Service Desk Ticket Process and  Workflow
b) Service Level Agreement (SLA) identification and assignment
c) Support team determination rules and assignment
d) Notifications to involved parties
e) Problem Database integration
f) Solution Database integration

2) Change Management for SAP ABAP changes, SAP JAVA changes and non-SAP changes
a) Change Management Process and Workflow
b) Service Level Agreement (SLA) identification and assignment
c) Team determination and management
d) Notifications to involved parties
e) Full Transport Management Integration for SAP ABAP, SAP JAVA and non-SAP changes
f) Fully functional HTML change request / change implementation forms individually designed and with change control management for form data
g) Split workload into tasks and assign to detailed teams and individuals
h) Test Management and Integration
i) Optional Integration of documentation validation - check, if all technical objects in a change request are actually documented in the business process project
j) Optional Integration of Business Process change analyzer BPCA - check for the impact of changes to any existing/live transactions

3) Business Process Monitoring and Analytics and System Monitoring with Service Level Reporting and Early Watch Alerts
a) Frequently check for exceptions and notify on occurrences (e.g. invalid combination of Master Data Unit of Measure / Material Group )
b) Detect any documents blocked, like billing block for invoices, shipment block for transport orders etc. to avoid business problems by undetected issues
c) Set Minimum or Maximum Thresholds for notifications - e.g. when more than 500 maintenance notifications are created in a day, less than 5 shipments are created within a day, sales revenue in a day is lower than 100,000 USD, etc.
d) Validate master data consistency across different systems, e.g. MM Code Master between ECC and Nirvana
      Call handling mechanism is nearly in place it only needs to be deployed after configuring Service Level Agreement.The other 2 features needs to be implemented from scratch.
Pls confirm  whether the above can be managed by  your team member .

[Former Member]

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