The importance of resolving system failures quickly and smoothly is the focus of our daily work. We strive to create efficient processes for communication between end users and IT support. We achieve this with IT Service Management in SAP Solution Manager.
We offer our customers the possibility to create tickets themselves in the Solution Manager. Through the additional information provided, the tickets are automatically forwarded to the correct support unit. This enables a fast and efficient processing of incidents.
The prioritization of incidents can be stored in SAP Solution Manager based on the Service Level Agreement. This enables us to comply with the prioritization of tickets and the processing times requested by our customers.
The advantages of SAP Solution Manager
Improved and faster processes through automatic mail notifications to downstream persons or departments
A fault/resolution database enables the service desk to quickly solve frequently occurring problems
Extensive reporting allows you to quickly see if you are having problems meeting your SLAs
A freely definable status scheme allows you to track the processing status of your incidents and problem tickets at any time
Complete integration with the ITIL-compliant Change Management process in SAP Solution Manager 7.2