Second-Level Support and Third-Level Support
You can also find the ticket form on the Terminal Server or on the Intranet under the heading: SAP Help & Documentation. On the homepage you find the button "Ticketform".
Especially with ITSM, a lot of emphasis is placed on non-disruptive, uncomplicated processes. ITSM processes live on automation and speed. However, they are often hindered and ineffective in these properties by the presence of an SAP parallel universe. But this is also different: SAP and ITSM can co-exist smoothly through SAP-ITSM integration and intelligent automation. In order to achieve this, one does not have to throw everything established overboard and introduce an all-encompassing ITSM tool, but simply integrate intelligent apps into the existing one.
SAP IT SUPPORT SIGNIFICANTLY RELIEVABLE BY AI
At the beginning of January 2020, the new support backbone became mandatory. Anyone who is unsure whether the SAP support connection is running properly does not have to rely on their own solution manager alone. The new support launchpad extension, "Status of Support Connectivity," provides an overview.
We also support our customers in Application Lifecycle Management. The SAP Solution Manager is available for on-premise focused customers. For customers with a cloud orientation, we are creating an additional option with SAP Cloud ALM. With SAP Cloud ALM, SAP plans a cloud-based application lifecycle management offering that can help manage customers’ cloud solutions requirements.
"Shortcut for SAP Systems" simplifies SAP support tasks and adds to the standard's missing functions.
All customers with SAP Solution Manager 7.1 are also strongly advised to make the transition to SAP Solution Manager 7.2 SPS08 at an early stage.
This allows us to deal with the actual incident with a lower priority structure, so that we can use the right skills and expertise to achieve a lasting solution.