Are you ready to forever simplify the way your company processes and attends to service requests? With AIM and ChaRM, SAP Solution Manager provides the functionality you need to do just that and this book provides everything you need to know to take advantage of it! You'll find both the background and the configuration steps you need to have the major service functionalities up and sailing smoothly in no time.

1. Comprehensive Introduction Learn about the principles of ITSM, and see how you can integrate them holistically into Application Lifecycle Management and SAP Solution Manager.

2. Major Tools in IT Service Management Obtain the background information you need on AIM and ChaRM, understand Incident and Problem Management, learn how to work with requests for change, and much more.

3. Configuration Steps Find explicit, functional configuration instructions and screenshots that will help you get AIM and ChaRM running in your SAP system.

4. Reporting and Analytics Understand how to use key KPI-based reporting features and dashboards to monitor progress and status.

Highlights Include:

Application Incident Management (AIM)
Change Request Management (ChaRM)
SAP CRM Web UI
Application Lifecycle Management integration
Roles and responsibilities
End-to-end setup activities
Approval management procedures
Transport Management System
SAP and non-SAP changes
Reporting and analytics
Core and extended ITSM features

About the Author

Nathan Williams is a consultant for Enowa Consulting, and has been working exclusively with SAP Solution Manager for the last six years. From release 3.2 to 7.1, he has helped coordinate IT, business, and program management teams to define strategies as well as implement SAP Solution Manager functionality. In addition to creating strategies, roadmaps, and sharing lessons learned, he has experience with the technical configuration of all aspects of SAP Solution Manager. Nathan is a frequent contributor to SAPexpert and SAPinsider magazines, and is also a regular speaker at TechEd and WIS conferences.

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