Курсы и тренинги

SM250 - IT Service Management Configuration

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Условия участия:

  • SM100 - SAP Solution Manager Configuration and Operations
  • CR100 - CRM Customizing Fundamentals
Язык обучения:

  • Русский
Язык материалов:

  • Английский
Целевая аудитория:

  • Customers who want to get an overview about the offered IT Service Management Solution of SAP Solution Manager
  • Project Managers who will be responsible for the implementation of an IT Service Management application
  • Administrators who want to understand the different customizing and enhancement options of SAP Solution Manager IT Service Management
Программа:

• Solution Manager Concept
Benefits
SAP Solution Manager Architecture

• IT Service Management Overview
ITSM and ALM
ITSM Processes: Service Request, Incident, Problem and Konwledge Article

• Basic Setup
Technical Prerequisites: Basic Configuration, System Preparation and Managed System Configuration
ITSM Configuration

• Master Data
Overview Business Partner Concept
Creation of Business Partners
Maintaining an organizational Model
Managing the Installed Base

• The Work Environment: Using the WebClient UI
Available Business Roles in IT Service Management
How to access CRM Web Client UI
Personalization of the work environment

• Service Catalogue & Service Request Management
Overview Concept of Service Fulfillment Process
Maintaining a Service Catalogue
Requesting a Service
Processing of a Service

• Incident & Problem Management Process
ITIL Best Practise Process
Creating Incidents
Processing Incidents
Processing Problems

• Knowledge Management Process
Technical Prerequisite: TREX
Creating Knowledge Articles

• IT Service Management Customizing I
The Meaning of Transaction Types
Customizing the CRM Service Transaction

• IT Infrastructure Management
Overview: Features and Functions
Integration in the ITSM Processes

• Monitoring and Reporting
Monitoring of ITSM Tickets
BW Reporting

• IT Service Management Customizing II
Enhanced Customizing Options
Categorization
Business Partner Determination: BRF+ and Rule Policies
Configuration of the Business Role
Enhancement of the CRM Webclient UI
Widgets
Service Level Agreements
Версия программного обеспечения:

  • SAP Solution Manager 7.1 SP12
Цели:

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.
Примечания:

The content in this course is also available for onsite delivery