SAP / ServiceNow ITSM Connector, Ticketing System
© 2019 Teiva Systems, LLC
All Rights Reserved.
ABAP add-on for SAP systems
Tickets creation in ITSM platform from the SAP UI
More functionalities of SAP Solution Manager ITSM
Integrated with the most used ITSM platforms


28% faster SAP incident resolution time
12% less incidents with SLA breach
Poor quality of tickets
-
SAP users often submit incomplete or incorrect errors
-
Novice SAP users often submit tickets that are user mistakes and not program errors
-
The problem may not be reproducible without all technical details so it is impossible to work in the solution
Too many incidents flood the service desk
-
The first level support still needs to handle the incidents
-
Each incident must be reviewed by the service desk team manually and determine if it is a duplicate or not
-
No matter how great your Knowledge Base is if your SAP users won’t use it
Cumbersome ticket creation
-
All details must manually be typed in
-
Reporting an SAP via email, or a service portal may take a long time
-
Often tickets are passed between support groups multiple times until the responsible team is correctly set
PAIN POINTS OF SAP SUPPORT
OPPORTUNITIES, THAT SOLUTION GIVES YOU
Display relevant Knowledge Base articles in SAP GUI
SAP end users can resolve their problems on their own
SAP users can create tickets with a few clicks from the screen where they encounter an error
A complete information package is set correctly to every ticket
All ticket fields can be populated automatically based on rules
Quick, simple ticket creation from the SAP UI
Duplicate incidents can be linked with a Parent - Child relationship so closing them at once is much easier
The program notifies the SAP user about similar recently submitted tickets
Effective duplicate management
All relevant SAP details are attached to every incident along with screenshots, authorization reports, job logs etc so the service desk team can immediately start working on a solution
The ticket is always assigned to the relevant support group
Faster ticket resolution time
Novice SAP users may only send error reports to your experienced SAP users who can act as the first level support
Let incidents be sent to the service desk
Integrated Knowledge Base search
INTEGRATIONS
Ticket System for SAP can integrate with most ITSM platforms on the market right out of the box

BRANDING








ITSM Connector for SAP allows you to display any SAP details on ticket forms and analyze your SAP incident flow using a preconfigured dashboard.
Stores SAP-relevant data in ServiceNow tables like:
-
Affected SAP user details
-
SAP system details (database, application server, operating system, SAP components etc.)
-
Currently running program information
-
Screen field contents
-
Selection parameters
-
Call stack
-
SAP GUI type and version
ServiceNow incidents and change requests can be created from SAP GUI using this SAP add-on. All SAP-specific information related to the created incident is saved in ServiceNow.
SAP incidents dashboard
Dashboards for SAP incidents provide actionable insights for IT service management. It includes reports like:
-
number incidents overtime per SAP system grouped by priority
-
most frequently failing background jobs
-
most frequent dialog and background errors
-
transactions and modules with the most incidents