Our Services in the field of IT Service Management & ITIL
Our range of services in the field of IT Service Management includes the organizational aspects for the creation of a support organization as well as the definition of processes and their implementation in the SAP Solution Manager. The IT Infrastructure Library (ITIL) is the framework for the processes in this context.
We have been involved in this environment for many years now and therefore draw upon broad experience in the respective processes as well as the SAP Solution Manager. Last but not least, we closely work together with SAP´s developers of the SAP Solution Manager.
With our add-on solutions in this field we make a valuable contribution to the solutions of the projects.
Business Management and Support Organization in the SAP Environment
- Demonstration and realization of potentials for improving your SAP IT Organization and SAP IT Processes
- Support in tool evaluations for your SAP IT Processes
- Guidance and assistance for setting up SAP customer support organizations
- Support for receiving certification as Advanced Customer COE
- Effective usage of SAP Service Offers and support processes with SAP regarding Enterprise Support
- Provision of detailed best practices in the field of SAP support
- Individual customization of Run SAP Roadmap for implementation of SAP E2E Solution Operation Standards in your company
SAP Solution Manager Implementation
SAP Solution Manager is the central tool for the life cycle of a SAP solution. We support and attend to our customers in each phase of the life cycle, e.g. implementation, operation and optimization. In the phases we take over the planning and implementation of the different scenarios in the SAP Solution Manager. Due to our broad experience, we also support our customers in processes which go beyond the SAP Solution Manager, e.g. Asset Management for IT Assets or the application of Self-Service Scenarios or mobile processes.
The Service Desk is the single point of contact for mapping the IT management processes within the SAP Solution Manager for the SAP Solution Landscape. Via the Service Desk we map the processes of the incident management, problem management and change management. This is facilitated by using means such as the solution database, full-text-search or service level agreements. We use the Service Desk XT for any IT system landscapes to strive for an optimal implementation of the processes and the solution.
Using the SAP Service Desk interface we connect parallel Service Desk systems in the company to guarantee that messages may be smoothly exchanged inside the support organizations and systems.
Change Request Management
Change Request Management broadly supports areas such as the request of changes, the transportation of system adjustments as well as processing release corrections or other urgent revisions.
Our consultants have detailed knowledge of the processes and the functional possibilities of the SAP Solution Manager in this environment. This enables us to ensure our customers a high class support.