SAP IT service management helps companies streamline their IT operations. SAP ITSM is made to help companies stay compliant with ITIL best practices for such IT processes as incident management, problem management, change and service asset management, knowledge management and financial management.

SAP ITSM enables companies to gain insight into their IT service desk operations with built in analytics, to manage the financials of IT to help make more informed decisions, and to satisfy customers and stakeholders by offering transparency into defining and enforcing service level agreements. Companies can also manage all SAP related as well as non-SAP related ITSM support services.

SAP ITSM Key Features:

• IT Service Desk Management: helps companies enhance the productivity of their service desk agents by providing role based service desk management software. Also helps companies leverage multichannel communications and simplify support for SAP applications via built in integration tools. Offers universal queuing, intelligent routing and presence information to help companies increase efficiency.

• Incident and Problem Management: helps resolve IT incidents and problems quickly and efficiently using ITIL compliance application. Also helps companies manage the complete lifecycle of all incidents by providing access to all relevant information including user information, related assets and access to knowledgebase. Helps accelerates problem resolution with automatic assignment and escalation based on business rules, priorities and SLA.

• IT Infrastructure Change Management: reduce the impact of changes made to infrastructure on users by managing the complete lifecycle of any IT infrastructure change. SAP IT infrastructure change management also helps increase the success of changes made to a company’s infrastructure by following defined processes to mitigate risks and to ensure the proper approvals are granted.

• Service Asset and Configuration Management: provides complete visibility into all IT assets and their configurations to help companies leverage asset information to resolve incidents, problems or requests.

• IT Financial Management: SAP IT financial management helps companies manage IT assets  using financial information made available by the built-in integration with SAP ERP financials application. Helps increase billing accuracy for IT services performed and helps companies make more informed decisions with accurate financial data.

• Service Level Management: helps set proper expectations with users by defining SLAs to be used to track performance. Also measures the results of operations to help with contract renewals.

Select SAP Customers:
German Aerospace Center, Standard Bank of South Africa, Rohm and Haas, Gillette, Biomet Europe, Alfred Talke Logistic Services, Avex Production, City of Ottawa, Ontario, China Telecom Corporation.