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IT Service Management Configuration (SM250)
New Age Technologies has been delivering Authorized Training since 1996. We offer SAP’s full suite of authorized courses including courses pertaining to IT Service Management, Supply Chain Management (SCM), Enterprise Resource Planning (ERP), BusinessObjects, Product Lifecycle Management (PLM), and more. If you have any questions or can’t seem to find the SAP class that you are interested in, contact one of our SAP Training Specialists. Invest in your future today with SAP training from New Age Technologies.
✉ SAP Training Specialists | ☏ 502.909.0819
COURSE INFORMATION
IT Service Management Configuration (SM250) Overview:
The IT Service Management Configuration (SM250) course will give you an introduction in the SAP Solution Manager and its architecture. It continues with the explanation of IT Service Management (ITSM) and the integration in other phases of the Application Lifecycle Management. In the course the several main processes of ITSM are explained and demonstrated. The course ends with an introduction in the various customizing options to adopt the processes to customer needs.
Note: Course Based on Software Release – SAP Solution Manager 7.1 SP12
IT Service Management Configuration (SM250) Goals:
- Describe the idea of Application Lifecycle Management and how ITSM is integrated in this process
- Explain the standard IT SM Processes offered by SAP Solution Manager
- Configure the SAP standard processes for ITSM
- Outline how to customize the ITSM processes according to your needs.
Who Should Attend:
- Customers who want to get an overview about the offered ITSM Solution of SAP Solution Manager
- Project Managers who will be responsible for the implementation of an ITSM application
- Administrators who want to understand the different customizing and enhancement options of SAP Solution Manager ITSM
IT Service Management Configuration (SM250) Prerequisites:
Before attending this course, we recommend attending the following:
- SM100 – SAP Solution Manager Configuration and Operations
- CR100 – CRM Customizing Fundamentals
IT Service Management Configuration (SM250) Content:
Solution Manager Concept
- Benefits
- SAP Solution Manager Architecture
IT Service Management Overview
- ITSM and ALM
- ITSM Processes: Service Request, Incident, Problem and Konwledge Article
Basic Setup
- Technical Prerequisites: Basic Configuration, System Preparation and Managed System Configuration
- ITSM Configuration
Master Data
- Overview Business Partner Concept
- Creation of Business Partners
- Maintaining an organizational Model
- Managing the Installed Base
The Work Environment: Using the WebClient UI
- Available Business Roles in ITSM
- How to access CRM Web Client UI
- Personalization of the work environment
Service Catalogue and Service Request Management
- Overview Concept of Service Fulfillment Process
- Maintaining a Service Catalogue
- Requesting a Service
- Processing of a Service
Incident and Problem Management Process
- ITIL Best Practise Process
- Creating Incidents
- Processing Incidents
- Processing Problems
Knowledge Management Process
- Technical Prerequisite: TREX
- Creating Knowledge Articles
IT Service Management Customizing I
- The Meaning of Transaction Types
- Customizing the CRM Service Transaction
IT Infrastructure Management
- Overview: Features and Functions
- Integration in the ITSM Processes
Monitoring and Reporting
- Monitoring of ITSM Tickets
- BW Reporting
IT Service Management Customizing II
- Enhanced Customizing Options
- Categorization
- Business Partner Determination: BRF+ and Rule Policies
- Configuration of the Business Role
- Enhancement of the CRM Webclient UI
- Widgets
- Service Level Agreements
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