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IT Service Management Configuration

Course Details
Code: SM250-v017
Tuition (USD): $4,090.00 • Classroom (5 days)
Course Details
GSA (USD): $3,037.78 • Classroom (5 days)

Skills Gained

  • "
  • 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 functionalitites offered with SAP Solution Manager 7.2

Who Can Benefit

  • System Administrator
  • Technology Consultant
  • IT Service Helpdesk

Prerequisites

  • Essential:
       -none
  • Recommended:
       -SM100 - SAP Solution Manager Configuration and Operations
       -CR100 - CRM Customizing Fundamentals

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
       -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
       -Personalizing the Work Environment
  • Service Catalog and Service Request Management
       -Explain the concept of Service Request Management and Service Request Fulfillment
       -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 SP3