How solman incident management works

[Former Member]

Hi i am new in sap want to know that how to manage an incident in solman.

Can anyone provide me the snapshots of the steps which performed during incident management.

[Former Member]

Hi Aakash,

a good starting point to get the latest information is the ITSM wiki:

ITSM Wiki - IT Service Management and ChaRM Wiki Homepage - SAP IT Service Management on SAP Solutio...

The mentioned EGI session will help you to implement ITSM on your solution manager. This follows the SAP standard configuration of ITSM, that means you will copy the SAP standard to your customer namespace and then you can customize all the related tasks and so on. It's right that the implementation and adaption is complex. You need to understand that the ITSM configuration based on CRM. You customize transaction types with all related tasks.

With the EGIs you can start to implement ITSM on your internal DEMO solution manager. I recommend to implement ITSM on a 2-tier landscape of your SAP Solution Manager.

Best regards,

Mike

[Former Member]

Thanks Mike.

[Former Member]

Hello Aakash,

this question is not so easy to answer as incident management in solman is very complex.

To get an overview of incident Management in solman and also how to perform the (Standard) configuration, I recommend to you to take part in an EGI-Session provided by sap.

The next EGI for Incident, Problem and request Management will be presented in CW 42.

[Former Member]

Thanks for reply.Could you please explain me what is EGI-Session and CW42.

[Former Member]

EGI - Calendar:

https://service.education.sap.com/sap/bc/webdynpro/sap/zlso_esa_home?suser=C5145597&hash=F1532CF66B6...

Hi,

an EGI (Expert Guided Implementation) Session is a remote Training offered by sap. The methodology Looks as follows:

CW 42 means calendar week 42 (13.10.14 - 17.10.14).

Cheers,

Robert