New Work Center Centralizes Issue and Support Service Management with SAP

  • by Veit Eska, Solution Architect, SAP
  • Henrik Zimmermann, Senior Product Manager
  • Gergely Spiry, Service Architect, SAP
  • July 9, 2009
Manager
Learn about the tools and functions in the SAP Engagement and Service Delivery Work Center that provide an overview of your IT issues and the services proposed by SAP. See how to link issues and services to efficiently solve them and get the most value out of SAP Support Services.
Key Concept

SAP Solution Manager, enhancement package 1, offers new functionality, strengthens collaboration with SAP, and improves the organization and transparency of SAP service delivery. It was released with SAP Solution Manager 7.0 support package stack 18. It contains the new SAP Engagement and Service Delivery Work Center structuring collaboration by Issues, Top Issues, and management of tasks.

The SAP Engagement and Service Delivery Work Center in SAP Solution Manager, enhancement package 1, provides SAP and its customers with a central support platform that stores management information and technical support data. It gives customers the opportunity to use the key elements of SAP Engagement and Service Delivery to manage, track, and control SAP Services, Top Issues, Issues, tasks, and self-services.

All measures and communication can now be done in the business context of a customer’s application. Companies get a new perspective on formerly isolated and technical IT actions and services and can adjust them to fit their specific business needs.

Veit Eska

Dr. Veit Eska studied physics at the University of Rostock and the Institute of Atmospheric Physics in Kühlungsborn, where he wrote a doctoral thesis on applied physics. He joined SAP in 1998, where he worked in the technical core competence team on the development of service tools for creating services such as SAP EarlyWatch alert. With regard to SAP Solution Manager 7.1, he is the product owner, architect, and developer of the custom code life cycle management (CCLM) platform.

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Henrik Zimmermann

Henrik Zimmermann studied geography at the University of Heidelberg and the Freie Universität Berlin in Germany, where he concentrated on collaborative development and digital image processing. From 1998 to 2000, he was responsible for setting up the geomarketing area at Cartogis. From May 2000 to December 2001, he worked at SAP as a Supply Chain Management developer in the master data area. Since January 2002, Henrik has been a product manager for SAP Solution Manager, focusing on monitoring, IT reporting, service delivery, knowledge transfer, integration of testing and job scheduling partner products, and solution documentation.

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Gergely Spiry

Gergely Spiry studied industrial engineering at the Universität Karlsruhe in Germany and the University of Reading in the UK. After completing his dissertation at Audi AG, he joined SAP in 1998, where he initially provided the SAP GoingLive Check, SAP EarlyWatch, and performance optimization services. He then worked in SAP Active Global Support, where he developed service content in the application and performance area. For SAP Solution Manager, he is involved in developing the service delivery platform (including Issue Management) and representing users.

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