- Solution Manager Concept
- Explaining the Benefits of SAP Solution Manager
- Describing the SAP Solution Manager Architecture
- IT Service Management Overview
- Describing ITSM and ALM
- Describing ITSM Processes: Service Request, Incident, Problem and Knowledge Article
- Describing Latest Innovations – new functions with Solution Manager 7.2
- Basic Setup
- SAP Support Backbone Update
- Understanding Technical Prerequisites
- Configuring ITSM Prerequisites
- Basic ITSM Configuration
- Master Data
- Explaining the Business Partner Concept
- Creating Business Partners
- Maintaining Organizational Model
- Managing the Installed Base
- The Work Environment: Using the CRM Web Client UI & Solution Manager Launchpad
- Explaining the Available Business Roles in IT Service Management
- Accessing the WebClient UI
- Accessing the Solution Manager Launchpad
- Describing the WebClient UI – New Functionalities
- Explaining Fiori Apps
- Personalizing the Work Environment
- Service Catalog and Service Request Management
- Explain the concept of Service Request Management and Service Request Fulfilment
- Introducing the Service Catalogue
- Requesting a Service
- Processing a Service
- Incident & Problem Management Process
- Outlining the ITIL Best Practice Process
- Creating Incidents
- Processing Incidents
- Processing Problems
- Knowledge Management Process
- Establishing a Full text search in SAP Solution Manager
- Creating Knowledge Articles
- IT Service Management Customizing I
- Explaining the Meaning of Transaction Types
- Customizing the CRM Service Transaction
- ITSM Administration
- Explaining the Multi-Level-Categorization
- Describing the Organizational Model
- Understand Partner Determination
- IT Service Management Customizing II
- Explaining the Enhanced Customizing Options
- Describing the Mailforms & Notification Framework
- Configuring the Business Role
- Enhancements of the User Interfaces
- Describing the Widgets
- Explaining the Service Level Agreements & Processing Times
- Reporting
- Monitoring the ITSM Tickets
- Describing the ITSM BW Reporting
- Service Asset & Configuration management
- Overview: Service Asset and Configuration management
- Overview: IT Infrastructure Management
- Solution Manager Concept
- This course will prepare you to:
- Describe the idea of Application Lifecycle Management and how IT Service Management is integrated in this process
- Explain the standard IT Service Management Processes offered by SAP Solution Manager
- Configure the SAP standard processes for IT Service Management
- Outline how to customize the IT Service Management processes according to your needs.
- Understand the new functionalities offered with SAP Solution Manager 7.2
- This course will prepare you to:
- Help Desk/CoE Support
- System Administrator
- Technology Consultant
Essential
- SEN100
- SEN200
Recommended
- Basic knowledge in JavaScript, HTML, and CSS
Price:
£4,335 GBP
Course Code:
SM250
Duration:
5 days
Delivery Method:
Virtual, Classroom