Sap Solution Manager 7.2 Itsm Wiki
Information for Administrators
Overview
General Configuration
The Basic Setup of ITSM and CHARM in SAP Solution Manager has to be done via the guided procedure in the transaction SOLMAN_SETUP. It is highly recommended to follow the steps and documentations in the procedure.
In this section you will find further hints and guidance how to configure Best Practice features for the scenarios of SAP IT Service Management and Change Request Management (Covering Request for Change and Change execution with TMS integration).
!!! We appreciate any improvement changes based on your real experiences directly in the WIKI space. If you find any lacks or misleading hints, feel free to modify or add with your hints. We will be notified for any change, so we will do an additional approval for the changes !!!
General Configuration Hints
- ITSM Configuration Best Practices
Presentation on how to configure IT Service Management
ITSM configurations 7.2 - ITSM 7.2 Trouble Shooting
Usual questions and known errors - FAQ
- ITSM Setup procedure - Demo
Get a demo af the new setup procedure of Incident or Change Management. The guided procedure is integrated in transaction SOLMAN_SETUP since Support Package 3 and guides the adminstrator through all relevant customizing in the right order.
- ITSM 3rd party interface- API 7.2
Find a detailed description about the Web Service interface which SAP delivers to connect any 3rd party Help Desk tool with SAP Solution Manager 7.2 ITSM. - SAP Improvement Finder - Latest CRM Developments
- ITSM Implementation Project Plan template
Download this high level project plan for a typical ITSM implementation with a raw time estimation and a proposed order of tasks that should be considered for any implementation of ITSM processes.
- Business Rule Framework Plus ebook
This e-book provides a general introduction to business rules, overview on SAP solution (which is BRFplus) including a product demo, and usage examples.
How to Guides
- How to Guide - SAP JAM
- How to Guide - CRM Survey Suite
- How to Guide - 3rd party interface
- How to configure- Multilevel Categorization
- How to Guide - Service Request Management
- How to configure: Business Rule Framework plus
- How to configure- Fulltext Search with T-Rex
- How to Guide - Change Request Management (ChaRM)
- How to configure- Business Roles and Authorizations
- How to configure - SAP ITSM Analytics
- How to Guide - Service Catalogue Management
- Configuration Guide - Change Request Management
- How to Guide - Service Level & Operational Level Management
- How to Guide - E-MAIL INBOUND CONFIGURATION
- How to configure - Dispatch & Routing
- How to Guide - ERMS OUTBOUD MAIL INFORMANTION
- How to Guide - Procedures Authoring Tool
- How to Guide - Notification Framework
- How to Guide - Dashboard Builder
Technical Blogs and Documents
- How to use Actions and conditions in ITSM
- How to model IT Services with SAP Solution Manager
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Utilizing Guided Procedures for Request Fulfillment within Service Request Management
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Detailed Documentation about Guided Procedures you can find here.
- CRM UI: Table Personalization - New enhancement features
- Authorizations for IBase Components
- Authorizations for Substitution Function
- Authorizations for Knowledge Articles
- How to Turn off the Restriction which Prevents Processors from Confirming Incidents
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Online Help Links in CRM UI **new**
- How to Create a Test Defect Transaction Type I
- How to Create a Test Defect Transaction Type II
Important SAP Notes
ITSM cross
- 824554 -ICM and SAP Web Dispatcher Timeout Parameter
- 633539 - Time-out problems in the IC WebClient
- 1855398 - Table Personalization enhancements features
- 1483276 - Use of Customizing Parameters in DNO_CUST04, AGS_WORK_CUSTOM, and ICT_CUSTOM
Incident Management
- SAP Note FAQ ITSM 7.2
- Authorization BADI
Web Client
- More information about the supported user interfaces in the WebClient UI, see SAP Note 1118231
- More information about the supported browsers in the WebClient UI, see SAP Note 1430376
Sap Solution Manager 7.2 Itsm Wiki
Source: https://wiki.scn.sap.com/wiki/display/SAPITSM/Configuration+and+Administration+of+IT+Service+Management