{"id":21150,"date":"2024-03-20T10:18:15","date_gmt":"2024-03-20T09:18:15","guid":{"rendered":"https:\/\/www.invarture.com\/?p=21150"},"modified":"2024-03-20T10:32:40","modified_gmt":"2024-03-20T09:32:40","slug":"solman-itsm-en-fin-de-vie-cet-add-on-sap-est-peut-etre-la-solution","status":"publish","type":"post","link":"https:\/\/www.invarture.com\/en\/solman-itsm-en-fin-de-vie-cet-add-on-sap-est-peut-etre-la-solution\/","title":{"rendered":"SolMan ITSM en fin de vie ? Cet add-on SAP est peut-\u00eatre la solution ?"},"content":{"rendered":"
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SAP a pris la d\u00e9cision de mettre fin \u00e0 la roadmap de Solution Manager (Solman) d’ici 2027. Le nouveau venu chez SAP est CloudALM, cens\u00e9 prendre le relais de SolMan. Cependant, il existe des lacunes fonctionnelles, ce qui rend la migration probl\u00e9matique. Une de ces lacunes, peut-\u00eatre la plus importante, est que CloudALM n\u2019a pas de module ITSM. Vous ne pourrez donc pas g\u00e9rer vos incidents SAP dans cette solution.<\/span><\/p>

Alors, que faire ? Vous devrez mettre en place une nouvelle plateforme ITSM (comme Servicenow, Remedy, Easy Vista, etc..). C’est incontournable, mais cela ne vous garantit pas de pouvoir utiliser les m\u00eames processus de support qu\u2019auparavant, et en particulier en ce qui concerne la phase de cr\u00e9ation des tickets.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Que faire avec l'option de menu Create Support Message (Saisir un message Client) ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Il est vraiment pratique pour les utilisateurs finaux d\u2019aller dans le menu \u201cAide\u201d de l’interface graphique SAP et de cliquer sur une option pour \u201csaisir un message client\u201ddans Solution Manager. De plus, cela permet de collecter\u00a0 les informations de base techniques et contextuelles sur le syst\u00e8me SAP et la transaction. Or, cela sera bient\u00f4t de l\u2019histoire ancienne.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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L’option de menu standard pour cr\u00e9er un ticket SolMan \u00e0 partir d’ECC, S\/4HANA, etc<\/span>.<\/span><\/em><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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La fen\u00eatre contextuelle standard pour cr\u00e9er un incident SolMan<\/span><\/span><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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ITSM Connector est la solution.\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Peu importe la plateforme ITSM que vous choisirez pour remplacer Solution Manager, cet add-on SAP certifi\u00e9 peut offrir les m\u00eames fonctionnalit\u00e9s, et m\u00eame mieux.<\/span><\/p>

Vos utilisateurs SAP peuvent toujours aller dans le menu Aide, appuyer sur \u00ab\u00a0Saisir un message Client\u00a0\u00bb, et ITSM Connector appara\u00eetra \u00e0 la place de la fen\u00eatre contextuelle standard de SolMan. Cette interface peut \u00eatre personnalis\u00e9e pour inclure toutes les informations dont vous avez besoin.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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L’\u00e9cran principal du connecteur ITSM. Cr\u00e9ez des tickets ServiceNow\/Jira\/etc. depuis l’interface graphique SAP.<\/span><\/em><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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ITSM Connector\u00a0 vous permet de cr\u00e9er des tickets de diff\u00e9rents types, par exemple une demande d\u2019intervention pour demander une autorisation suppl\u00e9mentaire, ou un\u00a0 incident de type bug.\u00a0<\/span><\/p>

Lorsque vous cliquez sur le bouton Envoyer, ITSM Connector cr\u00e9e un ticket dans votre nouvelle plateforme ITSM, que ce soit ServiceNow, Jira, 4me, Cherwell, EasyVista, ManageEngine ServiceDesk Plus, Efecte ou autre. Toutes ces solutions sont utilis\u00e9es par nos clients. Certains utilisent leurs propres outils de gestion des tickets d\u00e9velopp\u00e9s sur mesure int\u00e9gr\u00e9s \u00e0 SAP.<\/span><\/p>

ITSM Connector achemine automatiquement les tickets vers l’\u00e9quipe de support appropri\u00e9e, en fonction du code de transaction, du module, du message d’erreur ou de tout autre crit\u00e8re.<\/span><\/p>

Il attache \u00e9galement toutes les informations pertinentes aux tickets, de sorte que les \u00e9quipes de support n’auront pas \u00e0 passer des heures ou des jours \u00e0 obtenir les informations n\u00e9cessaires aupr\u00e8s des utilisateurs finaux.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Vos \u00e9quipes de support recevront automatiquement les \u00e9l\u00e9ments suivants :<\/strong><\/p>

  • informations du syst\u00e8me SAP, de la transaction et de l’utilisateur<\/span><\/li>
  • Captures d’\u00e9cran<\/span><\/li>
  • Rapport d’autorisation SAP standard (SU53)<\/span><\/li>
  • Contenus d’\u00e9cran avec d\u00e9tails techniques<\/span><\/li>
  • Entr\u00e9es de la console du navigateur, journaux d’erreurs Fiori<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Optimisez le d\u00e9pannage Fiori\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    L\u2019add-on fonctionne \u00e9galement avec les applications Fiori \/ SAPUI5.\u00a0<\/span><\/p>

    Vous venez de mettre en \u0153uvre S\/4 HANA ou vous \u00eates en cours de transition ? ITSM Connector peut vous aider \u00e0 faciliter votre projet et le support \u00e0 long terme.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Transf\u00e9rez vos incidents Fiori vers les \u00e9quipes responsables en fonction de l’ID de l’application Fiori, du nom technique ou du module.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Les avantages\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    • M\u00eame processus pour l’utilisateur final ? \u2705 Oui !<\/span><\/li>
    • M\u00eames avantages pour les \u00e9quipes de support ? \u2705 Oui ! (et bien plus encore)<\/span><\/li>
    • Tirer le meilleur parti de votre nouvelle plateforme ITSM ? \u2705 Oui !<\/span><\/li>
    • Moins de stress lors de la migration de SolMan vers CloudALM ? \u2705 Oui !<\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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      R\u00e9sultats<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Jusqu’\u00e0 pr\u00e9sent, nos clients ont obtenu en moyenne une r\u00e9duction de 25 \u00e0 30 % du temps de r\u00e9solution de leurs incidents SAP. Un de nos plus grands clients a m\u00eame atteint\u00a0 une acc\u00e9l\u00e9ration de plus de 50 % du temps de r\u00e9solution, d\u2019apr\u00e8s l\u2019analyse de performance de leur tableau de bord ServiceNow.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

      SAP a pris la d\u00e9cision de mettre fin \u00e0 la roadmap de Solution Manager (Solman) […]<\/p>\n","protected":false},"author":9,"featured_media":21163,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[1],"tags":[],"class_list":["post-21150","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"yoast_head":"\nSolMan ITSM en fin de vie ? Cet add-on SAP est peut-\u00eatre la solution ? - Invarture<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.invarture.com\/en\/solman-itsm-en-fin-de-vie-cet-add-on-sap-est-peut-etre-la-solution\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SolMan ITSM en fin de vie ? 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