From external service desk to Solman only?

[former_member601192]

I see this is related to external service desk to solman ITSM. Is it possible to connect with other applications ie. Control-M and then log service requests?

[Thomas_Winkler]

Hi Willie,

I see 2 scenarios that really make sense in your IT platform and IT strategy:

the first scenario:

the keyuser / end user - message creator sends his SAP message to the third party ticket system via SAP ITSM ticket.
The advantage: the message automatically contains meta-attributes (SAP component, SAP transaction, timestamp, SID, client, ...)
which a 3rd-party ITSM tool can never deliver in a beautiful web interface.
All tickets arrive in a central ticket database, but SAP tickets are recorded more easily and completely.
Your helpdesk team really lowers the MTTR (Mean Time to Resolve) metric and the message quality increases, so even the end user satisfaction - even in the benchmark with the existing ITSM tool.

the second scenario:
Solman is the leading ticketing tool for SAP as a whole, and then all other requirements such as transport in change requests, defect management in phase test, ingenious ticket reporting and statistics (dashboards), a knowledge database (embedded knowledge search), SAP OSS messages. ... also covered immediately.
With the benefits from case 1.

additional scenario:
the customer decides to use the Solman as the only ticket tool for NON-SAP ITSM purposes, then there are actually no additional license costs for other ITSM 3rd-party tools.
With small, fast additions, the scenario can be extended (CMDB, Monitoring, ...)
With the benefits from case 1 and 2 - there are even more benefits.

You will understand that I will only answer here briefly, but there is much more here ...

best regards

Thomas