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Streamlining SAP Incident Management: A Global Marine Service Provider Invests in Efficiency

Writer's picture: AdsotechAdsotech

Updated: Feb 3

Espoo, Finland - 17.01.2025 - For a Nordic-based manufacturing and service company with nearly 300 service stations worldwide, managing SAP incidents can quickly become overwhelming. While the global network benefits customers, it also creates challenges for the SAP support teams. One of the biggest struggles was meeting agreed-upon SLAs, with delays often caused by incomplete or missing incident details. This resulted in constant back-and-forth communication between SAP end-users and support teams, wasting valuable time.


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Challenges with Traditional SAP Incident Management Approaches

Previously, our customer addressed this issue by building a comprehensive knowledge base. However, they found that SAP end users often didn’t access or fully utilize it before reaching out to support.


The STA ITSM Connector Solution

The adoption of the STA ITSM Connector for SAP applications proved transformative.


Key features include:

  • Streamlined Ticket Creation: With the STA ITSM Connector for SAP applications, ServiceNow tickets are now created directly from SAP with all relevant details, including error messages, access requirements, logs, and screenshots, eliminating the need to verify technical details from the affected business users.


  • Integrated Knowledge Base Search: As part of their knowledge base efforts, a key enhancement was the Integrated Knowledge Base search. Now, relevant knowledge articles are displayed directly in the SAP interface before creating a ticket, making it easier for end users to find solutions and resolve more issues on their own.

 

Pilot Success and Full Rollout

Following a successful pilot, our customer transitioned to full usage of STA’s connector alongside the launch of the Fiori interface for finance users. This new interface enables them to easily create incidents with a streamlined UI.


Future Plans for Optimization

While the solution benefits both IT support and end users, its success depends on user adoption. In the coming months, our customer will focus on training and raising awareness of this new way of working. Once the immediate benefits are realized, they plan to further streamline the SAP support process by automatically routing tickets to the correct resolver group using the precise data provided by STA ITSM Connector for SAP applications.

 

 

At Adsotech, we’re committed to supporting our customers in their continuous improvement efforts and in adapting to new ways of working.

If your business is looking to reduce non-productive work in SAP support processes,

contact Adsotech today to explore our solutions.




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