Presently, the majority of organizations that are SAP Solutions customers are choosing SAP Support from the SAP Enterprise itself as their software maintenance option. It makes it easy for them to get on the go, trustworthy, and firm technical support.
Some of the global giants use the premium package options such as SAP MaxAttention to get a highly personalized level of support and prompt responsiveness from the technical executives. While those who have monetary concerns generally go for the SAP Standard Support options.
Here are most significant features of SAP IT Service Management (ITSM) tools:
- The SAP ITSM tools are used in the incident, problem and service request management and managing quality knowledge articles.
- These are also used in predefining and standardizing ITSM processes.
- The SAP ITSM tools help reduce effort and expenditure on IT administration with seamless integration of numerous processes.
- These also improve the reporting and transparency of your IT processes.
The remarkable thing to note here is that the SAP Solutions’ customers hardly utilize the SAP Solution Manager tools, maybe because most organizations are unaware of this feature in the SAP Support.
Therefore, being the SAP Solutions’ customer, it is time to ask yourself:
- Are you getting real value from your SAP Solution Manager toolkit?
- Do you have any idea about the unused tools from the toolkit?
- Are you investing massive money in the unused toolsets?
To get the answers to these questions, let us first understand what exactly SAP Solution Manager is?
Initially, it was just an online SAP Support system installed at the customer’s infrastructure site. Thanks to the technological advancement, because now it has expanded to a complete on-premises Application Lifecycle Management (ALM) software suite that connects all onsite SAP Solution systems to the SAP Support infrastructure. Currently, SAP Solution Manager Version 7.2 is in practice that supports both Build and Run types of ERP lifecycle activities.
Now, let us see in detail the different user types for SAP Solution Manager. You would be surprised to know that multiple teams in your organization can benefit from this tool. Here are those teams explained for you!
SAP Basis Operations Team:
This team uses the SAP Solution Manager tool for the primary Run type of monitoring, patching, and troubleshooting in the SAP environment. The unit uses some key SAP Solution Manager modules more often. These modules are EarlyWatch Alert, Maintenance Planner, Integration Monitoring, License Management, Landscape Management, User Experience Monitoring, SAP S/4HANA monitoring, Massive Data Volume Management. These also include Integration Monitoring, Exception Management, Data Consistency Checks for most of the critical SAP Solution and SAP Support scenarios.
SAP Change Management Team:
SAP Solution Manager also provides Run tools for this team. These tools typically include Change & Request Management, Business Process Change Analyzer, Quality Gate Management, Retrofit, Test Management, Template Management, Enhanced Change & Transport System, Custom Code Management, and more.
SAP Support Team:
SAP Support team within the Center of Excellence (CoE) is also benefitted from the Run tools provided by the Solution Manager. The SAP Support team basically handles the technical support requests raised from the end-users. The key modules for this team are Expert chat, Root-Cause Analysis, and overall IT Management services.
SAP Project Teams:
SAP Projects teams are always under the immense pressure of building impeccable projects ready to go live. SAP Solution Manager provides efficient tools for these teams as well. The Key modules that are available for these teams are Solution Documentation, Upgrade Management, Transformation Navigator support, ASAP methodology for SAP solutions implementation, Activate method for S/4HANA implementation.
It must be noted that all the SAP Solution Manager modules must be configured, implemented, and tested well before their active incorporation into the systems.