IT Service Management Configuration
- Code training SM250
- Duur 5 dagen
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GTC’s 48 (incl. BTW)
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Deze training is in de volgende formats beschikbaar:
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Virtueel leren
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Trainingsbeschrijving
Naar boven
This course will give you an introduction in the SAP Solution Manager and its architecture. It continues with the explanation of IT Service Management and the integration in other phases of the Application Lifecycle Management. In the course the several main processes of IT Service Management are explained and demonstrated. The course ends with an introduction in the various customizing options to adopt the processes to customer needs.
Data
Naar bovenDoelgroep
Naar boven- Customers who want to get an overview about the offered IT Service Management Solution of SAP Solution Manager
- Project Managers who will be responsible for the implementation of an IT Service Management application
- Administrators who want to understand the different customizing and enhancement options of SAP Solution Manager IT Service Management
Trainingsdoelstellingen
Naar boven- 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.
Inhoud training
Naar bovenSolution Manager Concept
- Benefits
- SAP Solution Manager Architecture
IT Service Management Overview
- ITSM and ALM
- ITSM Processes: Service Request, Incident, Problem and Konwledge Article
Basic Setup
- Technical Prerequisites: Basic Configuration, System Preparation and Managed System Configuration
- ITSM Configuration
Master Data
- Overview Business Partner Concept
- Creation of Business Partners
- Maintaining an organizational Model
- Managing the Installed Base
The Work Environment: Using the WebClient UI
- Available Business Roles in IT Service Management
- How to access CRM Web Client UI
- Personalization of the work environment
Service Catalogue & Service Request Management
- Overview Concept of Service Fulfillment Process
- Maintaining a Service Catalogue
- Requesting a Service
- Processing of a Service
Incident & Problem Management Process
- ITIL Best Practise Process
- Creating Incidents
- Processing Incidents
- Processing Problems
Knowledge Management Process
- Technical Prerequisite: TREX
- Creating Knowledge Articles
IT Service Management Customizing I
- The Meaning of Transaction Types
- Customizing the CRM Service Transaction
IT Infrastructure Management
- Overview: Features and Functions
- Integration in the ITSM Processes
Monitoring and Reporting
- Monitoring of ITSM Tickets
- BW Reporting
IT Service Management Customizing II
- Enhanced Customizing Options
- Categorization
- Business Partner Determination: BRF+ and Rule Policies
- Configuration of the Business Role
- Enhancement of the CRM Webclient UI
- Widgets
- Service Level Agreements
Voorkennis
Naar boven
Recommended
- SM100 - SAP Solution Manager Configuration and Operations
- CR100 - CRM Customizing Fundamentals
Aanvullende informatie
Naar boven
Course based on software release
- SAP Solution Manager 7.1 SP12
- #000000
- SM250
- IT Service Management Configuration
- Desktop Applications
- SM250 | IT Service Management Configuration | Training Course | SAP.
- SAP
