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Service Level Management - the ITIL Process in SAP Operations: SAP PRESS Essentials 21

Anderhub, Vital

ISBN 10: 1592291031 / ISBN 13: 9781592291038
Published by SAP PRESS, 2006
Used Condition: Good Soft cover
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Bibliographic Details

Title: Service Level Management - the ITIL Process ...

Publisher: SAP PRESS

Publication Date: 2006

Binding: Paperback

Book Condition: Good

About this title


This new guide in the SAP PRESS Essentials series describes the implementation of Service Level Management with SAP technology. Developed from the practice of SAP Global Support, this invaluable guide provides readers with mission-critical background information on Service Level Reporting and provides exclusive tips for establishing sensible Key Performance Indicators in SAP operations. In addition, an entire chapter is devoted to providing extensive practical guidance for the implementation of these requirements, using SAP Solution Manager 4.0.

Highlights include:

  • Best practices for successful Service Level Management
  • SLM in practice: User experiences, guidance, and implementation advice
  • Service Desk: Support processes and reporting requirements via SAP support
  • Important technical factors and considerations
  • Key Performance Indicators in the SAP environment
  • Requirements for Service Level Reporting using SAP Solution Manager

About the Author:

Dr. Vital Anderhub studied computer science at Technische Universität in Berlin, Germany. He then worked as a research associate at Humboldt-Universität, also located in Berlin, Germany, where he earned a doctorate in economics. Since 2000, he has worked as a Senior Support Consultant in Active Global Support at SAP AG. Vital has carried out system operation analyses for various well-known SAP customers and designed the SAP Training, “System Administration with SAP Solution Manager.”

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