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 functionalities offered with SAP Solution Manager 7.2
System Administrator
Technology Consultant
Helpdesk/CoE Support
- 1) Solution Manager Concept
- a) Explaining the Benefits of SAP Solution Manager
- b) Describing the SAP Solution Manager Architecture
- 2) IT Service Management Overview
- a) Describing ITSM and ALM
- b) Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
- c) Describing Latest Innovations - new functions with Solution Manager 7.2
- 3) Basic Setup
- a) SAP Support Backbone Update
- b) Understanding Technical Prerequisites
- c) Configuring ITSM Prerequisites
- d) Basic ITSM Configuration
- 4) Master Data
- a) Explaining the Business Partner Concept
- b) Creating Business Partners
- c) Maintaining Organizational Model
- d) Managing the Installed Base
- 5) The Work Environment: Using the CRM Web Client UI & Solution Manager Launchpad
- a) Explaining the Available Business Roles in IT Service Management
- b) Accessing the WebClient UI
- c) Accessing the Solution Manager Launchpad
- d) Describing the WebClient UI - New Functionalities
- e) Explaining Fiori Apps
- f) Personalizing the Work Environment
- 6) Service Catalog and Service Request Management
- a) Explain the concept of Service Request Management and Service Request Fulfilment
- b) Introducing the Service Catalogue
- c) Requesting a Service
- d) Processing a Service
- 7) Incident & Problem Management Process
- a) Outlining the ITIL Best Practice Process
- b) Creating Incidents
- c) Processing Incidents
- d) Processing Problems
- 8) Knowledge Management Process
- a) Establishing a Full text search in SAP Solution Manager
- b) Creating Knowledge Articles
- 9) IT Service Management Customizing I
- a) Explaining the Meaning of Transaction Types
- b) Customizing the CRM Service Transaction
- 10) ITSM Administration
- a) Explaining the Multi-Level-Categorization
- b) Describing the Organizational Model
- c) Understand Partner Determination
- 11) IT Service Management Customizing II
- a) Explaining the Enhanced Customizing Options
- b) Describing the Mailforms & Notification Framework
- c) Configuring the Business Role
- d) Enhancements of the User Interfaces
- e) Describing the Widgets
- f) Explaining the Service Level Agreements & Processing Times
- 12) Reporting
- a) Monitoring the ITSM Tickets
- b) Describing the ITSM BW Reporting
- 13) Service Asset & Configuration management
- a) Overview: Service Asset and Configuration management
- b) Overview: IT Infrastructure Management
Course based on software release: SAP Solution Manager 7.2 SP08
Course notes and announcements:
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 is a SAP CERTIFIED Course. Your course will include Full Class Delivery of the comprehensive standard SAP curriculum agendas, SAP Certified Instructor, Demonstration and Presentation, Student Hands on exercises, Access to SAP Hosted servers/training environment, and SAP Certified participant guides.
With virtual live classroom training you get comprehensive training from SAP experts using seamless over-the Web connectivity. The same content delivered in SAP's traditional "brick and mortar" classrooms is presented during virtual live classroom deliveries. As in SAP's traditional classrooms, SAP virtual live classroom stresses hands-on learning providing each registered student with exclusive access to live SAP systems throughout each course. Each Virtual Live class is taught by a SAP Certified Instructor and will include an e-book student guide for you to download and keep. CPE Credits are currently available only for publicly scheduled courses delivered live at SAP locations and our Authorized Education Partner locations. CPE Credits are not available for virtual live classroom sessions.
Not finding any suitable dates? Contact us for additional available dates: training@dunnsolutions.com
