What is ITSM Connector for SAP?

ITSM Connector for SAP allows the creation of incident tickets directly from the SAP GUI or Fiori apps.

The incident fields are completed automatically in the tickets. There is no more need to write emails or call the service desk for users to specify all the elements of the problem. All SAP details (SAP system, user and program details) are added to the incidents as attachments.

Running on most ITSM platforms on the market (ServiceNow®, Jira®, BMC Remedy and Micro Focus® Service Manager), the use of ITSM Connector for SAP leads to 28% faster ticket resolution.

Functionalities

  • Automatic data collection for the creation of tickets, including a screenshot, authorization report etc.

  • Automatic categorization and routing to send tickets to the relevant assignment group and set incident fields based on the SAP system, transaction or application component

  • Display of relevant knowledge base articles in SAP so users can solve their problems without creating a ticket

  • Management of duplicated tickets

  • Automatic creation of incidents in ServiceNow® when alerts are raised in SAP Solution Manager

  • Advanced analytics of SAP incidents

The real value

  • Quicker creation of tickets

  • Reduction of manual efforts for ticket creation and saving of working time

  • Reduction of the number of emails and phone calls required to clarify all details of a problem

  • Decrease of system downtine, mitigating the risk of incidents in production

  • Cut SAP support cost

  • 12% less incidents with SLA breach

More information about the solution ITSM Connector for SAP?

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Integrations