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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