SAP Solution Manager (SolMan) is a powerful tool designed to manage the entire lifecycle of SAP solutions, from implementation through operation. One of its critical components is the Service Desk, which supports IT service management processes such as incident management, problem resolution, and change requests. Configuring the Service Desk ensures seamless communication between end users and support teams, leading to faster issue resolution and improved IT service quality.
This article provides a step-by-step overview of configuring the Service Desk in SAP Solution Manager.
¶ 1. Understanding the Role of Service Desk in SolMan
The Service Desk in SAP Solution Manager enables:
- Logging and managing incidents from users
- Integrating with other ITSM tools (such as HP Service Manager, BMC Remedy)
- Routing tickets to the right support team or processor
- Monitoring ticket statuses and service level agreements (SLAs)
- Providing traceability and reporting for support activities
Before you begin configuring the Service Desk, ensure:
- SAP Solution Manager is properly installed and configured (usually version 7.2+ is recommended)
- System landscape is defined in the Landscape Management Database (LMDB)
- Managed systems are connected via Solution Manager Diagnostics (SMD)
- Appropriate user roles and authorizations are in place
-
Go to transaction SOLMAN_SETUP
-
Navigate to IT Service Management > Basic Configuration
-
Execute all configuration steps, including:
- Partner determination
- Organization structure
- Business roles
- Email notification configuration
- Use transaction SM_CRM
- Define or copy a business role such as SOLMANPRO for processors and SOLMANREQU for end users
- Customize UI views and access according to your organization’s needs
- Use transaction PPOMA_CRM
- Define support teams and assign employees to organizational units
- Assign service organizational units to relevant business partners
- Transaction type SMIN (for Incidents) is typically used
- Use CRMC_ERMS_CAT to configure categories for the incident management process
- Optional: Create custom transaction types for special cases (e.g., ZMIN)
- Set up SAPconnect (transaction SCOT) to allow outbound email
- Configure actions and conditions using SLA and Action Profiles in transaction CRMC_ACTION_DEF
After configuration:
- Log into SM_CRM using an end-user role (e.g., SOLMANREQU)
- Create a new incident
- Monitor the assignment and processing flow
- Verify email notifications, partner determination, and workflow integration
You can further enhance the Service Desk by:
- Integrating with SAP Solution Manager’s Knowledge Management and SAP Notes
- Enabling Multilevel Categorization for better issue classification
- Using ITSM Analytics (based on BW or embedded SAP HANA) for reporting
- Implementing Change Request Management (ChaRM) for seamless issue-to-change conversion
Configuring the Service Desk in SAP Solution Manager is essential for structured and efficient IT support within an SAP environment. By following SAP’s best practices and tailoring the configuration to your organization’s needs, you can ensure that incidents are tracked, escalated, and resolved efficiently. This not only improves IT performance but also enhances end-user satisfaction.
Further Reading:
- SAP Help Portal – ITSM in Solution Manager
- SAP Notes and KBAs for specific error resolutions
- OpenSAP courses on SAP Solution Manager