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IT Service Management Configuration

  • Tuition USD $4,090
  • Reviews star_rate star_rate star_rate star_rate star_half 1950 Ratings
  • Course Code SM250-v019
  • Duration 5 days
  • Available Formats Classroom

Skills Gained

  • This course will prepare you to:
       -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 functionalities offered with SAP Solution Manager 7.2

Who Can Benefit

  • System Administrator
  • Technology Consultant
  • Helpdesk/CoE Support


  • Essential:
  • Recommended:

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
       -SAP Support Backbone Update
       -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
       -Explaining Fiori Apps
       -Personalizing the Work Environment
  • Service Catalog and Service Request Management
       -Explain the concept of Service Request Management and Service Request Fulfilment
       -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 SP08

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

It would be better if the classroom had two power point screens so the instructor could have two screens shown to the class at the same time to reduce confusion switching back and forth

The material and instruction were well paced and understandable. The labs provided good hands on experience with AWS services and I look forward to taking more training with ExitCertified.

It's a good platform overall, quality is all dependent on instructor and course content

Very good course materials. Maybe could have included a bit more on something like FPO but otherwise very good. Very good instructor and environment.

I like the instructor teaching method and well preparedness for the course.

0 options available

There are currently no scheduled dates for this course. If you are interested in this course, request a course date with the links above. We can also contact you when the course is scheduled in your area.

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