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Your comprehensive guide to ChaRM and Service Desk!

ITSM and ChaRM in SAP Solution Manager

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903 pages, , Print edition hardcover
ISBN 978-1-59229-440-4 903 pages,
E-book formats: EPUB, MOBI, PDF, online
ISBN 978-1-59229-631-6 903 pages, , Print edition hardcover
E-book formats: EPUB, MOBI, PDF, online
ISBN 978-1-59229-632-3
Stay ahead of the curve with IT Service Management (ITSM)! This is the comprehensive guide to the ChaRM and AIM functionalities in SAP Solution Manager (SolMan). Find everything you need to work with Change Management and Application Incident Management (the new Service Desk): the important concepts, instructions for configuration and functionality, and expert tips and best practices.
  • Understand how to process all of your service, problem, and change requests
  • Get step-by-step configuration instructions for ChaRM and Application Incident Management
  • Find practical advice and best practices
About the Book About the E-book 903 pages, hardcover, 2.5 in. Reference book format 6.9 x 9 in. Printed black and white on 60# offset paper from sustainable sources. Casebound for durability. Reader-friendly serif font (Linotype Syntax 9.5 Pt.). One-column layout. Includes supplemental appendices detailing best practices, and upgrade procedures. E-book in full color. PDF (15 MB), EPUB (28 MB), and MOBI file (154 MB) for download, DRM-free with personalized digital watermark. Copy & paste, bookmarks, and print-out permitted. Table of contents, in-text references, and index fully linked. Including online book edition in dedicated reader application.

In this book, you'll learn about:

  1. 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.

  2. Configuration Steps

    Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.

  3. Reporting and Analytics

    Understand how to use key KPI-based reporting features and dashboards to monitor progress and status.

  4. Upgrading Pitfalls

    Overcome potential trip-ups and find recommendations and best practices when upgrading.

Highlights include:

  • 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 prcedures
  • Transport Management System
  • Reporting and analytics
  • Core and extended ITSM features
»Service: Simplified!«

Nathan Williams is the Global SAP Solution Manager Practice Lead at Monocle Systems.

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