Establish a Production Support Framework Using SAP Solution Manager

  • by Allison Flexer, Vice President, Senior Change Manager
  • September 24, 2010
Manager
Read about lessons learned and best practices for the establishment of a production support group for an implemented SAP solution. Discover the recommended functions, activities, and team structures that must be established before and after go-live so that your company maximizes its SAP investment and provides high quality service and support to your user community.
Key Concept
SAP Solution Manager Service Desk functions can help your organization manage production support operations. The Service Desk is the initial point of contact for end users when they experience issues or incidents with an SAP application. SAP Solution Manager provides the tools and support needed for your organization to respond to the needs of your users and route tickets through multiple levels of support. It also offers reporting on all the tickets the Service Desk opens and closes.

When you think about support at your organization, you might be asking one of these common questions: Is my company ready to provide end-user support for break fixes, enhancements, system upgrades, and maintenance support? What are the recommended functions, activities, and team structures that I should establish prior to going live — and after going live — with an SAP application so that my company maximizes its investment while providing service and support to users?

To start, a solid production support agency should be built on Information Technology Information Library (ITIL) principles. SAP Solution Manager is built on these principles, and a successful organization should focus on these core principles when building out a Service Desk and production support framework. SAP Solution Manager can act as the primary tool supporting your production operations.

Allison Flexer

Allison Flexer is a graduate of Georgia Institute of Technology with a degree in business management and information systems. She is a senior change manager supporting large-scale, global rollouts of people, process, and technology change. Allison has supported SAP migrations in various capacities including integration management, implementation, and production support, and was the business lead for the rollout of Service Desk, ChaRM, and project implementation support. Allison lives in Charlotte, NC.

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