10 Brand-New Application Incident Management Features in SAP Solution Manager 7.1

  • by Nathan Williams, Global SAP Solution Manager Practice Lead, Monocle Systems
  • October 26, 2011
SAPexperts/Project Management
Develop a convincing business case to adopt the new Application Incident Management functionality within your SAP Solution Manager 7.1 system. Learn 10 brand-new features that are sure to inspire your implementation and support teams. Discover the key enhancements to SAP Solution Manager’s incident management functionality that boost SAP Solution Manager’s messaging capabilities. Whether you have a fresh 7.1 install and are implementing for the first time or you are upgrading your existing Service Desk solution, these key features help prepare you to adopt Application Incident Management.
Key Concept
SAP Solution Manager 7.1 integrates the application life cycle management (ALM) processes that were already supported by SAP Solution Manager with the IT Service Management (ITSM) capabilities that were available in SAP Customer Relationship Management (SAP CRM) 7.0. Prior to 7.1, SAP Solution Manager used SAP CRM 5.0 to support the ALM processes that used messaging capabilities (e.g., incidents, problems, change requests, defects). With the latest version of SAP Solution Manager, the SAP CRM layer has been upgraded to SAP CRM 7.0. SAP CRM 7.0 offers best-of-breed messaging capabilities, so this is widely considered the most significant enhancement offered by 7.1. No additional SAP CRM license or system is required to take advantage of the Application Incident Management capabilities in SAP Solution Manager. SAP Solution Manager is developed on, and includes, a CRM layer within itself to drive processes that use messaging capabilities.

Companies have been in search of a central, integrated, and open platform to manage problems and incidents. The general availability of SAP Solution Manager 7.1 marks an improvement over 7.0 and delivers functionality that had been missing. In addition to improved messaging capabilities in the Service Desk, SAP Solution Manager 7.1 includes a flexible and simple Web-based user interface (Web UI) as well as an improved customer relationship management (CRM) layer, upgraded to SAP CRM 7.0.

A significant focus has been placed in developing the SAP Solution Manager 7.1 Application Incident Management functionality. There are many new, enhanced features that benefit the support organization all the way to the end user. More fields for increased reporting capabilities, a more attractive and intuitive user interface, and the flexibility to personalize your screens are just a hint of the benefits offered with 7.1.

I’ll show you 10 new features, discovered as a Ramp-Up partner, in SAP Solution Manager 7.1 that change how you manage incidents in your SAP Solution Manager system:

  1. User interface
  2. Web UI personalization
  3. Incident templates
  4. Text management
  5. Follow-up documents
  6. Document relationships
  7. Solution categorization
  8. Recommended priorities
  9. Multilevel categorization
  10. Knowledge articles

Nathan Williams

Nathan Williams is the Global SAP Solution Manager Practice Lead at Monocle Systems. For over a decade, Nathan has supported organizations in their efforts to leverage SAP Solution Manager as an integral component to manage their SAP solutions across the entire application lifecycle. Coordinating with IT, business, and program management teams, he has effectively defined strategies to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. He is the author of ITSM and ChaRM in SAP Solution Manager and a co-author for SAP Solution Manager – Practical Guide.  

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