IT Service Management Configuration

Popis kurzu

This course will provide you with an introduction to SAP Solution Manager and its architecture. It continues with an explanation of IT Service Management and integration in other phases of Application Lifecycle Management. The scenario configuration and all usable master data are explained in detail. In the course, the several main processes of IT Service Management are explained and demonstrated. The course ends with guidance through the various customizing options to adopt the processes to customer needs.

This course will provide you with an introduction to SAP Solution Manager and its architecture. It continues with an explanation of IT Service Management and integration in other phases of Application Lifecycle Management. The scenario configuration and all usable master data are explained in detail. In the course, the several main processes of IT Service Management are explained and demonstrated. The course ends with guidance through the various customizing options to adopt the processes to customer needs.

Určeno pro

• System Administrator


• Technology Consultant


• Helpdesk/CoE Support

Obsah kurzu

• 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

Předpoklady

Essential

• None

Recommended

• SM100


• CR100

Studijní materiály