Skip to Content
avatar image
Former Member

How solman incident management works

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.

Add comment
10|10000 characters needed characters exceeded

  • Follow
  • Get RSS Feed

2 Answers

  • avatar image
    Former Member
    Sep 17, 2014 at 09:24 AM

    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.

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Sep 17, 2014 at 10:45 AM

    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 Solution Manager - SCN Wiki

    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

    Add comment
    10|10000 characters needed characters exceeded