Success Story: Deployment and Optimization of Service and Support Processes with SAP Solution Manager 7.1

The project called for the implementation of a central tool to enable worldwide use of all IT Service Management processes (incident, problem and change) for Egger’s infrastructure and SAP environment.

Functionally upgrading SAP Solution Manager to 7.1 included implementing and configuring SAP CRM Web UI transaction types for incident and problem management as well as SAP Change, Citrix Change and General Change in Change Request Management.

• Ability to use SAP ITSM processes in line with ITIL best practices
• Smooth, seamless working in all IT areas
• Improvement of ticket quality by integrating ITSM in the SAP and Office environments
• Better user satisfaction thanks to faster ticket processing