Incident Problem Management Factsheet
1
© 2011 SAP AG. All rights reserved. 1 Application Incident Management Overview process Problem Management Create Incident message Analysis Search solutions & Dispatch Lock related incidents Deep issue investigation Provide solution & Update Incident(s) Multiple inbound channels IT Experts Incident Management Handover to Problem Management Create Problem message Create Knowledge Article Create notifications Create tasks Handover to Change Mngmt. Create Request for Change IT Support 1 st Level Business User IT Support 2 nd Level Application Incident Management … • Enables a centralized and common incident and issue message processing in multiple organization levels • Offers a communication channel with all relevant stakeholders of an incident. The process includes business user, SAP experts@customer, SAP Service&Support and Partner Support employees. • Is integrated in all ALM processes of SAP Solution Manager and Sap managed systems. • Includes follow up activities such as knowledge research, root cause analysis or Change Management
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Beim Incident Management generieren sich aus auftretenden Störungen oder Erweiterungsanfragen automatisch Aufträge an die SAP Abteilung, die verarbeitet werden müssen. Dahingegen ist Problem Management kein natürliches Einfallstor in die SAP Abteilung und wird gerne vernachlässigt. Denn dieser Prozess arbeitet primär proaktiv, um vorausschauend potenzielle Problemfälle zu erkennen und vorzubeugen.
Transcript of Incident Problem Management Factsheet
© 2011 SAP AG. All rights reserved. 1
Application Incident Management Overview process
Problem Management
Create
Incident
messageAnalysis
Search
solutions &
Dispatch
Lock related
incidents
Deep issue
investigation
Provide solution
& Update
Incident(s)
Multiple
inbound
channels
IT Experts
Incident Management
Handover to
Problem
Management
Create
Problem
message
Create
Knowledge
Article
Create
notifications Create tasks
Handover to
Change
Mngmt.
Create
Request
for
Change
IT Support
1st Level
Business
UserIT Support
2nd Level
Application Incident Management …
• Enables a centralized and common incident and issue message processing in multiple organization levels
• Offers a communication channel with all relevant stakeholders of an incident. The process includes business user, SAP experts@customer, SAP
Service&Support and Partner Support employees.
• Is integrated in all ALM processes of SAP Solution Manager and Sap managed systems.
• Includes follow up activities such as knowledge research, root cause analysis or Change Management
