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- Course Overview
- Identifying the System Landscape
- Introduction to SAP Solution Manager
- Optimizing the ALM Process using SAP Solution Manager
- Outlining the SAP Solution Manager Architecture and User Interfaces
- Introduction to IT Service Management
- Introducing the Application Incident Management Scenario
- Introducing the Change Request Management Scenario
- Outlining Usage Rights for SAP Solution Manager IT Service Management
- Basic Setup Steps
- Performing the System Preparation and Basic Configuration in SAP Solution Manager
- Preparing the System for Incident, Problem and Request Management
- Preparing the System for Change Request Management
- Master Data
- Creating Business Partners for the IT Service Management Scenario
- Maintaining Installed Base (IBase) Components
- Defining and Maintaining an Organizational Model
- CRM Web User Interface for IT Service Management
- Customizing the Web Client Framework
- Using Categories to Classify Incidents and Changes
- Granting Authorizations to Employees
- The Application Incident Management Process
- Introducing the Incident Management Process
- Creating Incidents
- Processing Incidents
- Handling Service Requests
- Integrating Incident Management with Change Request Management
- Application Incident Management Customizing
- Introduction to Transaction Types in Incident, Problem and Change Request Management
- Customizing the CRM Incident Transaction Type
- Advanced Customer-Specific Customizing of the Incident Management Scenario
- The Use of Projects in Change Request Management
- Recognizing Different Types of SAP Solution Manager Projects
- Using Projects in Change Request Management
- Creating a Maintenance Project
- Change Request Management Processes
- Creating and Approving Requests for Change
- Processing Normal Changes
- Processing Urgent Changes
- Implementing Changes during the Test Phase
- Implementing Administrative Changes
- Documenting General Changes
- Change Request Management Customizing
- Copying and Changing Transaction Types
- Performing Advanced Customizing
- IT Service Management Monitoring
- Monitoring Application Incident Management and Change Request Management
- Running Reports for Service Desk and Change Request Management
- Task Lists
- Describing Task Lists in Change Request Management
- Security Functions for IT Service Management
- Granting Authorizations for Change Request Management
- Controlling Project Status Switches
- Activating and Monitoring Cross-System Object Locks
- Configuring an Approval Procedure for Critical Transport Objects
- Additional Scenarios in IT Service Management
- Connecting SAP Solution Manager with a Third-Party Help Desk Tool
- Connecting Mobile Devices
- Integrating Test Management with IT Service Management
- Retrofitting Normal and Urgent Changes
- Enhanced Change and Transport System (CTS)
- Performing Transports with Enhanced CTS
- Configuring Enhanced CTS for Use in Change Request Management
- Performing Changes with Enhanced CTS
