When an issue occurs in SAP system, an end user can create an incident message. Incident Management process deals with resolving incidents, raised by end users, system alerts using monitoring service or by key users. Incident, Problem and Change Management is part of IT Service Management Work Center in Solution Manager that provides central management of processes and messages.
ITSM is based on ITIL standards, and is designed to support Business Processes, Incident, Problem, Change Management, and Service Desk Operations. SAP Solution Manager provides a set of standard, predefined ITSM functions that can be set up using a guided configuration procedure.
IT Service Management is based on the integration of CRM ITSM processes and SAP Solution Manager. It provides the following functions −
An Incident consists of header and additional assignment blocks that can be used to provide other information. Header consists of the following fields −
This is used to specify any other information in the incident.