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ITSM and Charm configuration in SAP Solution manager

Dear Expert,

I got an requirement to configure ITSM & Charm in Solution Manager and I never configured ITSM & charm .Currently we don't have solution manager in our landscape and i will be installing solution manager 7.2.I have below doubts please help on these.

1.Do we require other consultants as well to configure ITSM and charm or I as a Basis person alone could do it ? I mean do i have dependency on other consultants for ITSM and charm configuration ?

2.How many days are required to configure the ITSM & Charm seprately.

3. Also please if anyone of you have steps with roles and responsibilities in ITSM and charm configuration then could you please paste them so that i could get some idea ?

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  • Best Answer
    Posted on May 07, 2020 at 07:32 AM

    Hello Prashant,

    1. As a BASIS Consultant, you can achieve standard basic functionality. If any customization/advance configuration is required then you may need Solution Experts.

    2. I have seen people complete ITSM in around 08-12 days, while ChaRM in 15-20 days. You also have option of an SAP Expert Guided Configuration that help you with every configuration. I suggest you to keep sufficient time on your hand for post configuration testing.

    3. For standard roles and responsibilities, you can refer to SAP Notes -

    2373009 - How to create ITSM template users

    2373053 - How to create CHARM template users

    Technical configuration is quite straight forward (Guided Procedure) ChaRM Configuration - Wiki. However, having knowledge from functional perspective is important. You can check below mentioned documents for this -

    Change Control Management

    IT Service Management


    Faiz Sayed

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  • Posted on May 06, 2020 at 01:32 PM

    Hi - we did it ourselves without consultants, using SAP standard base functionality and resources here on the SAP Community

    If you want something outside of base functionality, you may need a consultant.

    It took a few weeks to do both; we started with ITSM first and then did Charm.

    In terms of roles/responsibilities we have a change manager, a functional person (me) and the Basis team handling the back end responsibilities.

    I recommend starting out on a sandbox and see how the out of the box functionality works for you.

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