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

  • SM100SAP Solution Manager Configuration and Operations

Recommended

  • CR100CRM Customizing Fundamentals
  • ADM325SAP 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