IT Service Management Configuration
- Code training SM250
- Duur 5 dagen
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GTC’s 48 (incl. BTW)
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Deze training is in de volgende formats beschikbaar:
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Klassikale training
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Virtueel leren
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Vraag deze training aan in een andere lesvorm.
Trainingsbeschrijving
Naar bovenData
Naar bovenDoelgroep
Naar boven- Customers who want to get an overview about the offered IT Service Management Solution of SAP Solution Manager
- Project Managers who will be responsible for the implementation of an IT Service Management application
- Administrators who want to understand the different customizing and enhancement options of SAP Solution Manager IT Service Management
Trainingsdoelstellingen
Naar boven- Describe the idea of Application Lifecycle Management and how IT Service Management is integrated in this process
- Explain the standard IT Service Management Processes offered by SAP Solution Manager
- Configure the SAP standard processes for IT Service Management
- Outline how to customize the IT Service Management processes according to your needs.
Inhoud training
Naar bovenSolution Manager Concept
- Benefits
- SAP Solution Manager Architecture
IT Service Management Overview
- ITSM and ALM
- ITSM Processes: Service Request, Incident, Problem and Konwledge Article
Basic Setup
- Technical Prerequisites: Basic Configuration, System Preparation and Managed System Configuration
- ITSM Configuration
Master Data
- Overview Business Partner Concept
- Creation of Business Partners
- Maintaining an organizational Model
- Managing the Installed Base
The Work Environment: Using the WebClient UI
- Available Business Roles in IT Service Management
- How to access CRM Web Client UI
- Personalization of the work environment
Service Catalogue & Service Request Management
- Overview Concept of Service Fulfillment Process
- Maintaining a Service Catalogue
- Requesting a Service
- Processing of a Service
Incident & Problem Management Process
- ITIL Best Practise Process
- Creating Incidents
- Processing Incidents
- Processing Problems
Knowledge Management Process
- Technical Prerequisite: TREX
- Creating Knowledge Articles
IT Service Management Customizing I
- The Meaning of Transaction Types
- Customizing the CRM Service Transaction
IT Infrastructure Management
- Overview: Features and Functions
- Integration in the ITSM Processes
Monitoring and Reporting
- Monitoring of ITSM Tickets
- BW Reporting
IT Service Management Customizing II
- Enhanced Customizing Options
- Categorization
- Business Partner Determination: BRF+ and Rule Policies
- Configuration of the Business Role
- Enhancement of the CRM Webclient UI
- Widgets
- Service Level Agreements
Voorkennis
Naar boven- SM100 - SAP Solution Manager Configuration and Operations
- CR100 - CRM Customizing Fundamentals
Aanvullende informatie
Naar boven- SAP Solution Manager 7.1 SP12
- #000000
- SM250
- IT Service Management Configuration
- Desktop Applications
- SM250 | IT Service Management Configuration | Training Course | SAP.
- SAP