The SAP Solution Manager 7.2 IT Service Management platform is completely certified as being compliant with the IT Infrastructure Library (ITIL). You can use SAP Solution Manager 7.2 to create IT support tickets when incidents occur in SAP and non-SAP systems. Your IT support team can solve problems, including root-cause analysis. IT Services can be provided via a service catalog.

This is all available as part of your maintenance agreement with SAP, so you don’t need to pay license fees for a third-party help desk.

• New User Experience
• Enhanced Dispatching & Routing features
• Guided procedures to support step-by-step processing
• Management of Processing Times (SLA’s)
• Integration with SAP Support Portal
• Integration with 3rd party help desk tool