• Understand how to process all of your service, problem, and change requests
• Get step-by-step configuration instructions for ChaRM and Application Incident Management (the new Service Desk)
• Find practical advice and best practices
• Up to date for release 7.1
Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that—and this book provides everything you need to know to take advantage of it! You’ll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.
Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.
Major Tools in IT Service Management
Obtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.
Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.
Reporting and Analytics
Understand how to use key KPI-based reporting features and dashboards to monitor progress and status.
SAP Solution Manager 7.0 vs. 7.1
Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also, overcome potential trip-ups, and find recommendations and best practices when upgrading.
• Application Incident Management (AIM)
• Change Request Management (ChaRM)
• SAP CRM Web UI
• Application Lifecycle Management integration
• Roles and responsibilities
• End-to-end setup activities
• Approval management procedures
• Transport Management System
• SAP and non-SAP changes
• Deltas between 7.0 and 7.1
• Reporting and analytics
• Core and extended ITSM features
Nathan Williams is a senior SAP management and technology consultant with a prominent concentration in the area of SAP Application Lifecycle Management and SAP Solution Manager. He’s a frequent contributor to SAPexperts and SAPinsider, and a speaker at SAP TechEd and other conferences.
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Showing reviews 1-4 of 7 | Next
Posted by Anonymous on Nov 7th, 2013
This is the one of the best books I have ever read about managing services IT.
I absolutely recommend this book to everyone who wants to understand ITSM key processes and how SAP is presented its approach to this topic.
Posted by zahid hussain on Sep 22nd, 2013
Great book for ITSM
After refering this book I implement It service management in tow companies.
Every topic covered in this book related to ITSM.
This book is good for customize implementation of ITSM .
All the topic covered in detail.
So i recommended this book who implement ITSM or administrator of ITSM
Posted by Nicolai Werngreen on Jul 23rd, 2013
After having spent a lot of time on SDN and in the ramp-up knowledge transfer about ITSM there wasn't much "new" information/features in this book.
The main thing and what makes this book so good, is the way it is presented. It combines some of the best stuff from presentation, manuaels, ramp-up, SDN and present it in an easily understandable and structured way.
Posted by Victor Wood HP Run SAP Practice leader on Jun 6th, 2013
Great work Nathan, a true life ring for those swimming in the sea of ALM. This is a good view of the technical requirements but also how to deploy and use the ITSM and ChaRM functionally. A must read for anybody thinking about deploying incident and change management.
Showing reviews 1-4 of 7 | Next