ITSM
In a competitive business landscape, where agility and responsiveness are key, ITSM in SAP is critical for optimizing IT operations, reducing downtime, and ensuring a seamless IT experience for all stakeholders
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Challenges associated with ITSM
Cumbersome Tickets
Reporting an SAP error via email, phone or a service portal takes a long time and is prone to human errors.
Poor quality Tickets
SAP users often submit incomplete or incorrect error reports, leading to a lot of manual sifting and filtering.
Categorization & Routing
Service desk teams often have to manually set fields and assign incidents to relevant support groups.
Duplicate Incidents
Some errors may affect hundreds' of SAP users, even some within the same company or business unit.
False incidents
Novice SAP users often submit tickets that are user mistakes and not program errors.  
The product - ITSM Connector for SAP
​ITSM connector for SAP is the certified add-on for SAP systems which is implemented within backend systems, facilitating the automatic creation of tickets by SAP end users using various interfaces such as Fiori and SAP GUI. This seamless process is triggered in response to alerts being raised, ensuring efficient issue resolution. Moreover, the add-on offers a certified ServiceNow application that introduces supplementary features alongside Performance Analytics, further enhancing its capabilities.
Key ITSM Connector for SAP features
Simple ticket creation
The add-on allows users to create tickets from SAP GUI, Fiori, CRM WebUI, Business Client and Enterprise Portal.
Duplicate Management
The program notifies the SAP user about similar recently submitted tickets.
Automatic categorization
All ticket fields can be populated automatically and routed directly to the relevant support group.
Data Collection
Relevant SAP details are attached to every incident with screenshots, authorization reports, job logs etc.
Background Automation
Automated incident creation for iDoc errors and and focused run alerts.