Course announcements

  • Configure the SAP standard process for the Change Request Management and the Application Incident Management scenario

Goals

  • Describe the various elements of Application Incident Management and Change Request Management as part of SAP Solution Manager
  • Configure the SAP standard process for the Change Request Management and the Application Incident Management scenario
  • Outline how to customize the Application Incident Management and the Change Request Management process according to your needs."

Audience

  • Change Manager
  • Help Desk / COE Support
  • Program / Project Manager
  • System Administrator

Prerequisites

Essential

  • SM100 SAP Solution Manager Configuration and Operations

Recommended

  • CR100 CRM Customizing Fundamentals
  • ADM325 SAP Software Logistics for AS ABAP

Course based on software release

  • SAP Solution Manager 7.1

Content

  • 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