Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011

Size: px
Start display at page:

Download "Overview Application Incident Management. David Birkenbach ALM Solution Management August 2011"

Transcription

1 Overview Application Incident David Birkenbach ALM Solution August 2011

2 How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer solution, leveraging your investment in SAP Enterprise Support Deeper integration with SAP partners, thus protecting your existing investments in other tools Enhanced usability, thus driving acceptance in your IT organization ITSM on SAP Solution Manager 7.1 provides: Incident, Problem & Change for your complete IT landscape based on SAP CRM 7.01 Deep integration into ALM capabilities of SAP Solution Manager Integrated Configuration capabilities for business processes, applications & infrastructure Unique Impact analysis with deep application modeling 2011 SAP AG. All rights reserved. 3

3 SAP IT Service ITIL -compliant IT service and support processes Incident & Service Level Service Request Problem Externally verified IT service and support processes Incident Customer Service Request Installed-Base & Object Change Problem Change Knowledge Knowledge Installed-Based & Object (for Configuration ) Service Level * pricelist component Source: https://www.pinkelephant.com/pinkverify/pinkverify3-0toolsets.htm 2011 SAP AG. All rights reserved. 4

4 SAP IT Service ITIL -aligned IT service and support processes with SAP Solution Manager Service Strategy Strategy Generation Financial Service Portfolio Demand Service Design Service Catalog Mgmt. Service Level Mgmt. Capacity Availability IT Service Continuity Mgmt. Information Security Mgmt. Supplier Service Transition Transition Planning and Support Change Service Asset and Configuration Release and Deployment Service Validation and Testing Evaluation Knowledge Service Operation Event Incident Request Fulfillment Problem Access Operation Activities Service Desk (Function) Continual Service Improvement 7-Step Improvement Process Service Measurement Service Reporting = Certified = Additionaly covered with SAP Solution Manager 2011 SAP AG. All rights reserved. 5

5 Integrated IT Service and Application Lifecycle SAP Solution Manager integrates Application Lifecycle and IT Service processes on a single platform. CRM 7.01 SAP Solution Manager 7.1 ITSM SAP Solution Manager 7.0 ALM 2011 SAP AG. All rights reserved. 6

6 Integrated IT Service and Application Lifecycle processes with SAP Solution Manager 7.1 IT Service Incident Problem Change Knowledge Event (Alerts) Impact & Root Cause Analysis Maintenance Test Deployment Application Lifecycle 2011 SAP AG. All rights reserved. 7

7 IT Service on SAP Solution Manager Incident, Problem & Change for entire customer IT solution Enterprise Support SAP Solution Manager Solution Documentation (Business Process Descriptions) New sales opportunity received via mobile device Entered in SAP ERP / CRM System Saved in 3 rd party database Printing of Invoice SAP Cmp. Mobile SAP Components Database Printer Need Firmware update Low performance in PO1 Can t save my data Printer is out of paper Repair Incident Research Problem Resolve Change 2011 SAP AG. All rights reserved. 8

8 SAP IT Service on SAP Solution Manager Document Flow Requirement / Projects Operations Requirement End User Self Service Portal / Phone Mobile App / 3rd party Help Desk ALM Process Integration SAP Frontend Integration Portfolio Service Request Incident SAP Support message Problem Project SolMan Project QGM Request for Change Tasks Knowledge Articles Change Normal, Urgent, General Software Infrastructure Execution (ALM) CTS+, RCA 2011 SAP AG. All rights reserved. 9

9 Incident & Service Request Increase efficiency of responding to user requests Incident & Service Request Incident & Service Request Capture, document, and track all user requests from creation to resolution Service Level Problem Customer Installed- Base & Object Change Knowledge Highlights Related searches based on Categorization Multiple inbound channels through ALM integration Flexible UI enhancements (Auto) Dispatch to Teams based on end user -, system data or categorization 2011 SAP AG. All rights reserved. 10

10 Problem Investigate and resolve issues in the IT infrastructure Service Level Incident & Service Request Customer Problem Problem Investigate, resolve, and document issues in the IT as well as workarounds or solutions to them. Installed-Base & Object Change Knowledge Highlights Combine multiple incidents with same cause & lock related incidents Deep investigation of issues with Impact & Root Cause Analysis Forward problem messages to SAP Create Tasks, Knowledge Articles or Request for change as follow-up SAP AG. All rights reserved. 11

11 Knowledge Leverage organizational knowledge to meet user s needs Service Level Installed- Base & Object Incident & Service Request Customer Problem Change Knowledge Document solutions and share information, documents and FAQs within your company. Knowledge Highlights Multi -language, Approval concept Publish knowledge to 1 st Level support & end users Use integration in Service Desk, incidents and problems 2011 SAP AG. All rights reserved. 12

12 Installed-Base & Object Gain complete visibility of your configuration items Service Level Incident & Service Request Customer Problem Installed-Base & Object Track and manage configuration IT items which are referenced in service processes Installed- Base & Object Knowledge Change Highlights Download IT assets from SAP ERP Show object relationships and related service transactions Integrated via Communication layer with SAP infrastructure 2011 SAP AG. All rights reserved. 13

13 Service Level Optimize service delivery and provide transparency Service Level Incident & Service Request Problem Service Level Define and manage all IT services and their related service level agreements Installed- Base & Object Customer Knowledge Change Highlights Escalation procedure based on IRT & MPT Define SLAs on object, Business Partner or contract level SLA determination on priority and service times Ignore SLA irrelevant status for duration calculations 2011 SAP AG. All rights reserved. 14

14 Application Incident SAP Solution Manager specific ALM integration ITSM on SAP CRM ITSM on SAP Solution Manager 7.1 Incident Incident ALM Create incident System context Auto Incident (Alerts, BpMon) Create incident Business Process issues Search for solutions Test defects Search for solutions Assign /Create Problem ticket Analysis Assign /Create Problem ticket Root Cause Analysis Search SAP Notes Forward 3rd party Provide solution Provide solution Forward to SAP Support Update documentation Close incident Close incident Monitor change execution 2011 SAP AG. All rights reserved. 15

15 Application Incident Infrastructure Service Desk Interface Connectivity to SAP managed system Frontends SAP CRM WebClient SAP Gui SAP Portal SAP NW Business Client SAP Collaboration 3rd party Help Desk 1:n SAP Solution Manager Service Desk SAP CRM 7.0 IT Service Mgmt Application Incident SAP Global Support Backbone & Partner Ecosystem Interoperability with ALM processes Projects Change Control Root Cause Analysis Test Montoring & Alerting 2011 SAP AG. All rights reserved. 16

16 New ITIL compliant Incident & Problem process Incident Problem Business User IT Support 1 st Level IT Support 2 nd Level IT Experts Create Incident message Search solutions & Dispatch Analysis Handover to Problem Create Problem message Lock related incidents Deep issue investigation Provide solution & Update Incident(s) Handover to Change Mngmt. Create Request for Change Multiple inbound channels Create notifications Create tasks Create Knowledge Article 2011 SAP AG. All rights reserved. 17

17 New Features in Application Incident SAP Solution Manager Release 7.1 New web user interface and improved usability Introduction of problem management to setup an ITIL-verified process Extensibility with SAP CRM 7.0 Service or SAP ERP functions Enhanced search capabilities (incl. full text search) and improved knowledge management Template Support Improved SLA functionalities (e.g. escalation functionalities) Additional inbound channels (interaction center, ) New reporting capabilities (interactive reports, ITSM predefined BW templates, ITSM dashboard) SAP collaboration support guided procedure / wizard Additional ALM integration to Test management, Business processes of projects or solutions WebServices for 3rd party integration (Mobil) 2011 SAP AG. All rights reserved. 18

18 Predefined Business Roles Highly configurable web-client user interface Architected for different user types to define the layout Easy consumption through predefined business user roles for IT Service IT Service Desk* Central interface to assist end-users in Call Center SAP Solution Manager Professional Processing incidents/ problems /changes IT Service Requestor Entering and tracking of incidents * SAP CRM ITSM pricelist product 2011 SAP AG. All rights reserved. 19

19 Highly configurable web-client user interface Personalizing the User Interface General Settings Date and time format Enabling the UI Configuration Enable Favorites Dropdown Listbox settings Personalize Layout Navigation Bar (Direct Link Groups) Layout (Skin, Text Size) Home Page Set-up Application Links Widgets Web Links Personalize User Data Password settings User Information 2011 SAP AG. All rights reserved. 20

20 Application Incident New Features in the processor UI You can create an incident from scratch or from a template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a change request In the incident you have access to Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Send Print / Print Preview In the Incident (Service Request) Details you can document who has reported the issue and who is responsible for it the processing status SLA dates the impact, urgency, priority and multiple categories textual descriptions of diverse text types which objects are affected whether the incident is assigned to a problem, request for change, or knowledge article 2011 SAP AG. All rights reserved. 21

21 Application Incident New Features in the processor UI (2) In the incident document, you have access to detailed information such as SAP Attributes and Collaboration activities Related knowledge articles and further related transactions Attachments and notes (correspondence, SAP Notes) ALM process integration (Testcase defects, Alerts,) Information about related Business processes Date and duration information Time recording Organizational data and parties involved Change history and processing log 3 rd party Help Desk interfaces etc 2011 SAP AG. All rights reserved. 22

22 Application Incident Problem Overview A problem is an incident to which one or more incidents are assigned and locked. When many incidents are locked to a problem, users process only that problem rather than processing multiple incidents individually. Nearly all functions as described for the Incident also apply to the problem. Not included in the problem are: Unlock Find Related Problem Process Flow of Service Request In addition to incident functions, the problem offers: Related Incidents assignment block to bundle incidents Pricing, shipping and billing assignment blocks 2011 SAP AG. All rights reserved. 23

23 Roles in ITSM Analytics IT Manager (CIO) Are there any major issues in the IT department? Service Manager How efficient are my IT Services and how can I improve them? Team Manager How does my service team perform? ITSM Processor Where should I start to work next? 2011 SAP AG. All rights reserved. 24

24 Analytics in SAP Solution Manager ITSM on SAP Solution Manager + SAP Solution Manager BW Online Monitoring OLTP* Reporting Business Warehouse Reporting Dashboard Reporting Based on Search functionalities Easy access via Saved searches Graphical display Post-processing via spreadsheet export Predefined ITSM KPIs Operational reports Individual creation of reports via wizard Sharing of reports ITSM & Cross ALM KPIs Based on historical data (OLAP) Predefined Web Templates Easily extensible by customer Based on SAP BusinessObjects Dashboards technology Predefined Dashboard Apps Easy compilation of own dashboards, based on dashboard apps * Online transaction processing 2011 SAP AG. All rights reserved. 25

25 ITSM usage rights on SAP Solution Manager 7.1 Scope SAP Solution Manager is part of the support contract. The scope of the usage rights depends on the maintenance agreement. The usage rights are releaseindependent. SAP Standard Support covers Incident & Change processes for SAP components only. SAP Enterprise Support covers IT Service processes for all IT related assets, applications and infrastructure which customers use in conjunction with any SAP Enterprise Support solution (= customer solution Details see SAP ES agreement). If one IT asset type (e.g. printer) is part of customers solution, then all IT assets from this type are included. Usage beyond this scope in SAP Solution Manager might need additional SAP CRM licenses. for Details contact your Account Executive Functionality The SAP ITSM functionalities which can be used from SAP Enterprise Support customers are synonymous with the SAP CRM license package IT Service Desk Operations IT Service Desk Operations covers typical IT Service processes, e.g. Incident-; Problem-; Change- ; Knowledge, SLA ; etc. Usage of ITSM CRM WebClient Business Roles is included in SAP ES, but not IC WebClient Business Roles (e.g. Call Center) Any CRM Master data (BP, Org. data, ibase objects, products, etc.) and its synchronization with CRM middleware is included Named user licenses for ITSM processing must be at minimum Limited professional application user. All Web Self Service users would not need an additional SAP user license. Any CRM functionality beyond IT Service Desk Operations scope can be configured on SAP Solution Manager, but might need additional CRM licenses. for Details contact your Account Executive 2011 SAP AG. All rights reserved. 26

26 Upgrading to new IT Service What to take into consideration Old Old Transaction Transaction Types Type << create >> process old tickets until they are closed New Transaction Type << create >> ticket processing Old Transaction Type transition phase New Transaction Type All tickets based on old transaction types are closed After upgrade to SAP Solution Manager 7.1 Impact on incident and change request management in SAP Solution Manager 7.1 UIs are upgraded from SAP GUI to SAP CRM Web UI New transaction types in 7.1 replace the 7.0 transaction types New functions in 7.1 are only available in the SAP CRM Web UI with new transaction types There is no automatic migration from 7.0 transaction types, but large parts of 7.0 customizing can be reused To minimize the impact of these changes for customer projects, SAP offers a transition phase You can process existing tickets based on 7.0 transaction types within the Work Center UI or SAP GUI, until they are closed You create new tickets with the 7.1 object types and process them with the SAP CRM Web UI The SAP Solution Manager Work Centers are still available for all other ALM processes SAP AG. All rights reserved. 28

27 IT Service on SAP Solution Manager 10 steps to make yourself an expert ALM overview SAP Solution Manager Book (release in Q4/2011) SAP Whitepapers Overview, Demos & Guides SAP Training SM Expert Guided Implementation - Service Self Learning Maps SAP Help Portal Best Practices Configuration Business Process Repository Developer Network Forum - Wiki, Forum& Blogs SAP AG. All rights reserved. 29

28 Expert Guided Implementation Training, Practical Experience, Expert On Demand Day 1 Day 2 Day 3 Day 4 Day 5 ITSM EGIs* Setup Change Request Empowering, Web session, 1-2 hours each morning SAP expert explains step-by-step configuration using training materials Execution, 2-3 hours on the same day Expertise on demand Setup of Application Incident Technical Upgrade SAP Solution Manager 7.1 Upgrade of Change Request from 7.0 to 7.1 Participants execute demonstrated steps within their own project, on their own SAP Solution Manager software Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution *Planned for Q4/ SAP AG. All rights reserved. 30

29 Implementation Services for SAP Standard, SAP Enterprise Support and SAP Max Attention customers 1 Project 2 Project 3 Project 4 Discovery Preparation Realization Go-Live & Closing Scope definition Share marketing processes and best practices Prerequisites check Expectations Project management Implementation Kick-off workshop participation Testing Preparing technical infrastructure Key user training Results User acceptance testing End-user training Onsite and remote support Project plan for the SAP IT SM on SAP Solution Manager solution Mutually-approved scope document Working SAP ITSM SAP Solution Manager Successful rollout and adoption Configuration documentation Superior support to ensure smooth functioning 2011 SAP AG. All rights reserved. 31

30 Summary Key Take-Aways of SAP IT Service on SAP Solution Manager Highlights ITIL compliant & certified IT Service tool Web-based user interface which is highly flexible and easy to extend End-to-End process integration into Application Lifecycle One solution to manage both SAP and non- SAP components Highly preconfigured ready to use out-ofthe-box 2011 SAP AG. All rights reserved. 32

ALM 210 Now Available: A Complete ITIL Compliant IT Service Management Solution September 2011

ALM 210 Now Available: A Complete ITIL Compliant IT Service Management Solution September 2011 ALM 210 Now Available: A Complete ITIL Compliant IT Service Solution September 2011 Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase

More information

Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603

Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service Management David Birkenbach SAP Session 1603 Project Prism - Kyle Hochenberger Johnson & Johnson SAP IT Service David Birkenbach SAP Session 1603 Johnson & Johnson Founded in 1886. Worldwide headquarters in New Brunswick, New Jersey, USA. Engaged

More information

IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager

IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager Optimize IT Operations Process Support Business Goals CIO CEO/CFO Reliable Business Support Changes to improve IT services are

More information

Application Incident Management

Application Incident Management Author: D023112 Application Incident Management White based SAP Solution Manager 7.1 SP3 Solution Management SAP Active Global Support Page 1 of 28 1 Application Incident Management SAP Solution Manager

More information

IT Service Management in SAP Solution Manager

IT Service Management in SAP Solution Manager Nathan Williams IT Service Management in SAP Solution Manager Bonn Boston Contents at a Glance PART I Introduction 1 An Overview of IT Service Management... 29 2 User Interfaces for SAP ITSM Functions

More information

SAP Standard for IT Service Management

SAP Standard for IT Service Management SAP Standard for E2E Solution Operations Document Version: 1.0 2014-12-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution Management

SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution Management SAP / SERVIEW Roadshow SAP Solution Manager macht ITIL möglich! David Birkenbach / ITSM Solution Disclaimer This presentation outlines our general product direction and should not be relied on in making

More information

Session 1604 Interactive Discussion Forum with ASUG Solution Manager SIG Leadership: Capitalizing on SAP Solution Manager for your business and IT

Session 1604 Interactive Discussion Forum with ASUG Solution Manager SIG Leadership: Capitalizing on SAP Solution Manager for your business and IT Session 1604 Interactive Discussion Forum with ASUG Solution Manager SIG Leadership: Capitalizing on SAP Solution Manager for your business and IT initiatives Disclaimer This presentation outlines our

More information

SM250 IT Service Management Configuration

SM250 IT Service Management Configuration SM250 IT Service Management Configuration. COURSE OUTLINE Course Version: 16 Course Duration: 4 Day(s) SAP Copyrights and Trademarks 2016 SAP SE or an SAP affiliate company. All rights reserved. No part

More information

SAP IT Infrastructure Management

SAP IT Infrastructure Management SAP IT Infrastructure Management Legal Disclaimer This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined

More information

IT Service Management in SAP Solution Manager, Value Beyond IT. Nathan Williams Enowa

IT Service Management in SAP Solution Manager, Value Beyond IT. Nathan Williams Enowa IT Service Management in SAP Solution Manager, Value Beyond IT Nathan Williams Enowa LEARNING POINTS Learn how SAP Solution Manager provides the infrastructure to deliver IT Service Management across the

More information

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com

SAP IT Infrastructure Management. Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com SAP IT Infrastructure Management Dirk Smit ALM Engagement Manager SAP Africa dirk.smit@sap.com Challenges in managing heterogeneous IT environments Determine the value that IT contributes to the business

More information

SAP Solution Manager Usage Rights focus topic: ITSM. SAP AGS - Solution Management 2014

SAP Solution Manager Usage Rights focus topic: ITSM. SAP AGS - Solution Management 2014 SAP Solution Manager Usage Rights focus topic: ITSM SAP AGS - Solution Management 2014 Simplification and expansion SAP Our mission: Simplified usage rights, easy to understand and beneficial for our customers

More information

IT Service Management Configuration Part 1. ALM Solution Management May, 2012

IT Service Management Configuration Part 1. ALM Solution Management May, 2012 IT Service Management Configuration Part 1 ALM Solution Management May, 2012 issues Problem Management NonSAP SAP Frontend duration Service Desk reporting SAP Backend auto complete ITIL Framework Interaction

More information

Proactive Monitoring and Alerting to support Stabilization after Go-Live!

Proactive Monitoring and Alerting to support Stabilization after Go-Live! Orange County Convention Center Orlando, Florida June 3-5, 2014 Proactive Monitoring and Alerting to support Stabilization after Go-Live! Marci Braybrooks, IBIS America Community Facilitator, ASUG SIG

More information

SAP Standard for System Monitoring and Alerting

SAP Standard for System Monitoring and Alerting SAP Standard for E2E Solution Operations Document Version: 1.0 2014-12-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

HP Service Manager software

HP Service Manager software HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service

More information

Business Process and Interface Monitoring

Business Process and Interface Monitoring SAP Standard for E2E Solution Operations Document Version: 1.0 2015-02-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

Application Life-Cycle Management Solution Documentation

Application Life-Cycle Management Solution Documentation Application Life-Cycle Management Solution Documentation Solution Management Application Life-Cycle Management SAP AG Disclaimer This presentation is a preliminary version and not subject to your license

More information

Design IT Services in SAP Solution Manager

Design IT Services in SAP Solution Manager Design IT Services in SAP Solution Manager David Birkenbach SAP Solution Management Public Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase

More information

At the Heart of Connected Manufacturing

At the Heart of Connected Manufacturing www.niit-tech.com At the Heart of Connected Manufacturing Transforming Manufacturing Operations to Drive Agility and Profitability The success of the new manufacturing network hinges on the agility of

More information

ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011

ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011 ALM 271 From End-User Experience Monitoring to Management Dashboards and Reporting Stefan Lahr, SAP Active Global Support September, 2011 Disclaimer This presentation outlines our general product direction

More information

SAP HANA Live for SAP Business Suite. David Richert Presales Expert BI & EIM May 29, 2013

SAP HANA Live for SAP Business Suite. David Richert Presales Expert BI & EIM May 29, 2013 SAP HANA Live for SAP Business Suite David Richert Presales Expert BI & EIM May 29, 2013 Agenda Next generation business requirements for Operational Analytics SAP HANA Live - Platform for Real-Time Intelligence

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

Solution Manager: What Is It & What Can It Do for Your Business? A Solution Overview written by Ken Asher, Sr. SAP Architect

Solution Manager: What Is It & What Can It Do for Your Business? A Solution Overview written by Ken Asher, Sr. SAP Architect Solution Manager: What Is It & What Can It Do for Your Business? A Solution Overview written by Ken Asher, Sr. SAP Architect Are you considering implementing additional functionality within Solution Manager?

More information

ITM260 - IT Service Charging ERP integrated SAP Solution Manager processes. Public

ITM260 - IT Service Charging ERP integrated SAP Solution Manager processes. Public ITM260 - IT Charging ERP integrated SAP Solution Manager processes Public Speakers Las Vegas, Oct 19-23 David Birkenbach, SAP SE Tobias Hauk, SAP SE Barcelona, Nov 10-12 David Birkenbach, SAP SE Tobias

More information

Introducing SAP s Landscape and Data Center Innovation Platform. Phil Jackson SAP Solution Engineer

Introducing SAP s Landscape and Data Center Innovation Platform. Phil Jackson SAP Solution Engineer Introducing SAP s Landscape and Data Center Innovation Platform Phil Jackson SAP Solution Engineer CIO challenges Business Agility & Innovation Business Continuity Cost Containment Hybrid On-premise, Virtual

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

Mobile Lösungen schnell und kostengünstig einführen

Mobile Lösungen schnell und kostengünstig einführen Mobile Lösungen schnell und kostengünstig einführen Dr. Oliver Bäcker Head of Mobile Solutions, SAP Consulting Switzerland SAP Mobile Forum, 17. April 2013 From Idea to Implementation Supporting the Value

More information

SapphireIMS 4.0 Service Desk Feature Specification

SapphireIMS 4.0 Service Desk Feature Specification SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission

More information

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views.

performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines,

More information

ORACLE IT SERVICE MANAGEMENT SUITE

ORACLE IT SERVICE MANAGEMENT SUITE ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS

More information

Case Study: Top draw SAP CRM CIC implementation at breakneck speed. Pablo Avila and Paul Vince

Case Study: Top draw SAP CRM CIC implementation at breakneck speed. Pablo Avila and Paul Vince Case Study: Top draw SAP CRM CIC implementation at breakneck speed. Pablo Avila and Paul Vince Learning Points How SAP CRM s intrinsic flexibility can be leveraged to create a new IT service centre operation

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

Overview Presentation. SAP IT Service Management in SAP CRM. SAP Enhancement Package 1 for SAP CRM 7.0

Overview Presentation. SAP IT Service Management in SAP CRM. SAP Enhancement Package 1 for SAP CRM 7.0 Overview Presentation SAP IT Service in SAP CRM SAP Enhancement Package 1 for SAP CRM 7.0 Welcome to today s presentation on SAP IT Service and how it can benefit your IT service business. 1 Agenda 1.

More information

Architecture of SAP CRM

Architecture of SAP CRM Faculty GURJEET SINGH (SAP CRM, SD Certified) Email : Gurjeet.sap@gmail.com, Contact : +61 413159465 (Australia) SAP CRM FUNCTIONAL TRAINING Demo Session: 1. What is CRM. 2. SAP CRM Overview. 3. Evolution

More information

OPERATIONS CONTROL CENTER

OPERATIONS CONTROL CENTER OPERATIONS CONTROL CENTER White Paper May 8, 2013 Operations Control Center Page 1 Contents Operations Control Center... 1 Operations Control Center Big Picture... 3 What is an OCC?... 3 What constitutes

More information

What s New Guide. Help Desk Authority 9.1

What s New Guide. Help Desk Authority 9.1 What s New Guide Help Desk Authority 9.1 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

LANDesk Professional Services

LANDesk Professional Services LANDesk Professional Services Service Description For G-Cloud Background Drawing upon 25 years of experience, LANDesk today is recognized as a leading provider of systems and endpoint security management,

More information

Accelerating the path to SAP BW powered by SAP HANA

Accelerating the path to SAP BW powered by SAP HANA Ag BW on SAP HANA Unleash the power of imagination Dramatically improve your decision-making ability, reduce risk and lower your costs, Accelerating the path to SAP BW powered by SAP HANA Hardware Software

More information

Proven deployments across different Industry verticals; Being used by leading brands

Proven deployments across different Industry verticals; Being used by leading brands What is SapphireIMS? Comprehensive IT Service Management Suite consisting of IT Service desk certified as per ITIL 3.0 (ITSM) IT Asset management (ITAM) Business Service Monitoring (BSM) IT Automation

More information

SAP Change Control - One Integrated Process to Manage Software Solution Deployments SAP AG

SAP Change Control - One Integrated Process to Manage Software Solution Deployments SAP AG SAP Change Control - One Integrated Process to Manage Software Solution Deployments SAP AG Disclaimer This presentation outlines our general product direction and should not be relied on in making a purchase

More information

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution

Track-It! 8.5. The World s Most Widely Installed Help Desk and Asset Management Solution The World s Most Widely Installed Help Desk and Asset Management Solution Key Benefits Easy to use! Gain full control of your IT assets, hardware and software Simplify software license management Save

More information

SAP Standard for Job Scheduling Management

SAP Standard for Job Scheduling Management SAP Standard for E2E Solution Operations Document Version: 1.0 2014-12-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

WHITE PAPER. iet ITSM Enables Enhanced Service Management

WHITE PAPER. iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Extending The Value of SAP with the SAP BusinessObjects Business Intelligence Platform Product Integration Roadmap

Extending The Value of SAP with the SAP BusinessObjects Business Intelligence Platform Product Integration Roadmap Extending The Value of SAP with the SAP BusinessObjects Business Intelligence Platform Product Integration Roadmap Naomi Tomioka Phipps Principal Solution Advisor Business User South East Asia 22 nd April,

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

SAP Standard for Change Control Management

SAP Standard for Change Control Management SAP Standard for E2E Solution Operations Document Version: 1.0 2014-12-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

itop: the open-source ITSM solution

itop: the open-source ITSM solution itop: the open-source ITSM solution itop is a multi-client web portal designed for service providers and businesses. Simple and easy to use, it allows all configuration items and their relationships to

More information

Managing Changes With Change Request Management

Managing Changes With Change Request Management Managing Changes With Change Request Management Whitepaper Solution Management SAP Active Global Support Page 1 of 20 Table of Content 1 Introduction... 3 2 Be flexible with changes... 6 3 Control your

More information

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management

Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Enabling ITIL Best Practices Through Oracle Enterprise Manager, Session #081163 Ana Mccollum Enterprise Management, Product Management Andy Oppenheim Enterprise Management, Product Management Mervyn Lally

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 "You" and "your" refers to the individual or entity that has ordered Advanced Customer Services from Oracle or an authorized distributor.

More information

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America.

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America. TELUS AgentAnywhere Powered by Support Excellence Inc. Service Delivery solutions. This document outlines the ability of TELUS AgentAnywhere, Powered by Support Excellence, to provide service desk solutions

More information

State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW)

State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW) State of Tennessee Sourcing Event #9160 ServiceNow Preliminary Statement of Work (SOW) ServiceNow Implementation Project Objectives to be completed are: 1. Aide in optimizing processes and integration

More information

SAP HANA Cloud Platform, Portal Service: Overview SAP Cloud Experience and SAP Portal Product Management May 2016

SAP HANA Cloud Platform, Portal Service: Overview SAP Cloud Experience and SAP Portal Product Management May 2016 SAP HANA Cloud Platform, Portal Service: Overview SAP Cloud Experience and SAP Portal Product Management May 2016 Agenda The SAP HANA Cloud Platform Introducing Portal Service Use Cases & Positioning Cloud

More information

Understanding Contact Centers. Contact Center Architecture

Understanding Contact Centers. Contact Center Architecture C1. Industry Knowledge 18 % Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges Q2. Explain common call deflection techniques Q3. Identify challenges and considerations

More information

Solution Brief and Key Features Datasheet

Solution Brief and Key Features Datasheet SMART Service Desk ITIL 2011 + ISO 20000 + SaaS www.smartservicedesk.com Solution Brief and Key Features Datasheet SMART Service Desk - IT Service Management Suite SMART Service Desk Service Management

More information

SapphireIMS Service Desk Feature Specification

SapphireIMS Service Desk Feature Specification SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams

More information

Service Request Management. SAP Enhancement Package 1 for SAP CRM 7.0 CRM Service

Service Request Management. SAP Enhancement Package 1 for SAP CRM 7.0 CRM Service Service Request Management SAP Enhancement Package 1 for SAP CRM 7.0 CRM Service 1 Objectives At the end of this unit, you will be able to: Explain service request management Process service requests in

More information

Challenges / Benefits of Business Service Management

Challenges / Benefits of Business Service Management Challenges / Benefits of Business Service OMNINET Facts and Figures: German based Software Company >15 years OMNITRACKER >400 man-years development included >50.000 concurrent clients installed Business

More information

Data Consistency Management Overview January 2014. Customer

Data Consistency Management Overview January 2014. Customer Data Consistency Management Overview January 2014 Customer Agenda Motivation SAP Solution Manager as Tool for Data Consistency Management Transactional Correctness (TC) Guided Self Service Data Consistency

More information

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.

HP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk. software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to

More information

SAP CLOUD FOR SERVICE SAP CLOUD FOR SOCIAL ENGAGEMENT WHAT S NEW IN 1411. Gert Tackaert Renee Wilhelm

SAP CLOUD FOR SERVICE SAP CLOUD FOR SOCIAL ENGAGEMENT WHAT S NEW IN 1411. Gert Tackaert Renee Wilhelm SAP CLOUD FOR SERVICE SAP CLOUD FOR SOCIAL ENGAGEMENT WHAT S NEW IN 1411 Gert Tackaert Renee Wilhelm SAP CLOUD FOR SERVICE/SOCIAL ENGAGEMENT WHAT S NEW IN 1411 - DETAILS Communication Channels SMS as a

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry

SMART CRM Desk for Service Sector. Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector Solution for Customer Relationship Mgmt (CRM) in Service Industry SMART CRM Desk for Service Sector A unique solution for the aftermarket warranty and service operations,

More information

SAP Solution Manager Service Desk. ALM Solution Management SAP AG

SAP Solution Manager Service Desk. ALM Solution Management SAP AG SAP Solution Manager Service Desk ALM Solution Management SAP AG Disclaimer This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. It contains

More information

SAP MRS Multiresource Scheduling Info session - 2013. Atul Wakankar May 2013

SAP MRS Multiresource Scheduling Info session - 2013. Atul Wakankar May 2013 SAP MRS Multiresource Scheduling Info session - 2013 Atul Wakankar May 2013 MRS: Foundation for the End-to-end Scheduling Process Resource Management for various Industries and different Scenarios Oil

More information

Minder Network Performance Monitoring

Minder Network Performance Monitoring Minder Network Performance Monitoring Monitor everything about your Network performance Discover, visualize and monitor your complete IT Infrastructure in less than an hour. Mindarray s Minder is a powerful

More information

Technical Monitoring / Application Operations with SAP Solution Manager. Waldemar Befort SAP Active Global Support, October 2013

Technical Monitoring / Application Operations with SAP Solution Manager. Waldemar Befort SAP Active Global Support, October 2013 Technical Monitoring / Application Operations with SAP Solution Manager Waldemar Befort SAP Active Global Support, October 2013 Disclaimer This presentation outlines our general product direction and should

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

Application Management Services

Application Management Services Application Management Services Application Development Key Initiative Overview Structured Approach Strategize and Plan Develop Governance Drive Change Management Execute Measure and Improve Data source:

More information

CLOUD MANAGED SERVICES FRAMEWORK E-BOOK

CLOUD MANAGED SERVICES FRAMEWORK E-BOOK CLOUD MANAGED SERVICES FRAMEWORK E-BOOK TABLE OF CONTENTS 1 Introduction 2 2 Operational Insight 3 3 Cloud Management Process Control 4 4 Infrastructure, Application & Data Security 5 5 Continuous Improvement

More information

Application Management Services (AMS)

Application Management Services (AMS) Contents 1. AMS : An Overview 2. AMS : Models 3. Delivery Organization 4. Processes & Tools 5. Transition Methodology 6. Pricing Application Management Services (AMS) Enterprise Application Services Capability

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

SAP HANA Cloud Portal Overview and Scenarios

SAP HANA Cloud Portal Overview and Scenarios SAP HANA Cloud Portal Overview and Scenarios HERUG 2014 Conference - Montevideo April 2014 Twitter: @portal_sap / #hanacloudportal HERUG 2014 Conference Event Website Event overview Information and Agenda

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

SAP RAPID DEPLOYMENT FOR APPLICATION LIFECYCLE MANAGEMENT WAVE TEST MANAGEMENT INFORMATION SHEET FOR SERVICE DELIVERY

SAP RAPID DEPLOYMENT FOR APPLICATION LIFECYCLE MANAGEMENT WAVE TEST MANAGEMENT INFORMATION SHEET FOR SERVICE DELIVERY SAP RAPID DEPLOYMENT FOR APPLICATION LIFECYCLE MANAGEMENT WAVE TEST MANAGEMENT INFORMATION SHEET FOR SERVICE DELIVERY In the context of application lifecycle management testing is a significant phase to

More information

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow

BMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful

More information

Minimizing ITSM cost of entry: HP Service Anywhere

Minimizing ITSM cost of entry: HP Service Anywhere Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting

More information

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org

The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org 1 The open source enterprise solution pre-configured for the IT Asset Management www.cmdbuild.org Tecnoteca Srl tecnoteca@tecnoteca.com www.tecnoteca.com CMDBuild READY2USE 2 CMDBuild READY2USE is a CMDBuild

More information

RECENT UPDATES VIEWER SOFTWARE SEARCH RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TEST Q & A. Update Your Core Competence - Must Know

RECENT UPDATES VIEWER SOFTWARE SEARCH RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TEST Q & A. Update Your Core Competence - Must Know SAP CRM 2006s: Learning Map for Technology Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Step 2: Prepare for Your Project Learn which

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

Client-centered Service Management

Client-centered Service Management Client-centered Service Management For mid-tier organization and MSPs Clientele ITSM delivers a complete ITSM software suite for mid-tier organizations and Managed Service Providers (MSP). Clientele ITSM

More information

Slide 0a: Entry Character 1: Business Process Monitoring

Slide 0a: Entry Character 1: Business Process Monitoring SAP Solution Manager - Retail Demo Introduction: The Demo covers two examples referring to real live situations of a business process champion and a purchasing manager at a Retail company running SAP for

More information

Product Data Sheet. www.intellectme.com www.it-corner.net

Product Data Sheet. www.intellectme.com www.it-corner.net www.intellectme.com www.it-corner.net help desk logos are registered trademarks of Automate your help desk and asset management and improve your business efficiency - Reduce expenditure on HW and SW by

More information

per concurrent user - OnDemand per managed server per named user - OnDemand

per concurrent user - OnDemand per managed server per named user - OnDemand ATTACHMENT A Units of Measurement and Definitions - Remedy OnDemand UNITS OF MEASUREMENT. The following Units of Measurement apply to certain BMC Subscription Services. UNIT OF MEASUREMENT per concurrent

More information

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS

ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS ServiceDesk Plus On-Demand Comparison Document ServiceDesk Plus v8 vs ServiceDesk Plus On- Demand ENTERPRISE VERSIONS This document gives a feature wise comparison between the enterprise editions of ServiceDesk

More information

Creating Service Desk Metrics

Creating Service Desk Metrics Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,

More information

IBM Maximo for Service Providers:

IBM Maximo for Service Providers: IBM Maximo for Service Providers: Internal and Shared Service Providers Angela C. Pitts Market Management for Service Providers apitts@us.ibm.com 2005 IBM Corporation Agenda Overview of Internal Service

More information

Service Capabilities in SAP CRM. Overview Presentation Enhancement Package 3 for SAP CRM 7.0

Service Capabilities in SAP CRM. Overview Presentation Enhancement Package 3 for SAP CRM 7.0 Service Capabilities in SAP CRM Overview Presentation Enhancement Package 3 for SAP CRM 7.0 Agenda 1. Business Environment Customer Service Excellence 2. SAP Solution for Service in SAP CRM 3. Highlights

More information

Request Fulfillment Management. ITG s CENTRE Service Record Screen

Request Fulfillment Management. ITG s CENTRE Service Record Screen MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? Comments: Yes. The tool facilitates; the creation of a fulfillment with a

More information

Oracle E-Business Suite and Oracle Cloud: Practical Coexistence Scenarios

Oracle E-Business Suite and Oracle Cloud: Practical Coexistence Scenarios Oracle E-Business Suite and Oracle Cloud: Practical Coexistence Scenarios Nadia Bendjedou Senior Director, Product Strategy E-Business Suite Development Oracle Corporation Safe Harbor Statement The following

More information

SAP Standard for Remote Supportability

SAP Standard for Remote Supportability SAP Standard for E2E Solution Operations Document Version: 1.0 2014-12-12 SAP Solution Manager 7.1 Typographic Conventions Type Style Example Description Words or characters quoted from the screen. These

More information

Organizational IT Concepts and SAP Solution Manager. General IT operations and service concepts with SAP Solution Manager. Driving value with IT

Organizational IT Concepts and SAP Solution Manager. General IT operations and service concepts with SAP Solution Manager. Driving value with IT Organizational IT Concepts and SAP Solution Manager General IT operations and service concepts with SAP Solution Manager Driving value with IT How SAP customers can benefit from REALTECH s Solution Manager

More information

Introduction to the SAP CRM Rapid-Deployment Solution for Sales, Marketing and Service. Lois Bruckner SAP America

Introduction to the SAP CRM Rapid-Deployment Solution for Sales, Marketing and Service. Lois Bruckner SAP America Introduction to the SAP CRM Rapid-Deployment Solution for Sales, Marketing and Service Lois Bruckner SAP America In This Session... Learn how to get SAP CRM up and running - fast by using the Rapid-Deployment

More information

The Importance of Information Delivery in IT Operations

The Importance of Information Delivery in IT Operations The Importance of Information Delivery in IT Operations David Williams Notes accompany this presentation. Please select Notes Page view. These materials can be reproduced only with written approval from

More information