Moving away from SolMan ITSM due to End-of-Life? This SAP add-on is a no-brainer for you!

SAP has made the decision of ditching Solution Manager altogether in 2027. New new kid on the block is CloudALM, which is supposed to take over from SolMan. However, it is clear that there are and will be functional gaps, so migration won't be easy. One notable, possibly the most important functional gap is that CloudALM will not have an ITSM module, you won't be able to manage your SAP incidents in CloudALM.

So what to do now to have the same functionality? You'll have to implement a new ITSM platform. This is a must, but it still does not provide the same support process, especially regarding the ticket creation phase.

What to do now with the "Create Support Message" menu item?

It is so convenient that the SAP end users can just go to the Help menu in SAP GUI and press a menu item to create an incident in Solution Manager, right? Also it attaches basic information about the SAP system and transaction. It is wonderful but it will be soon a thing of the past.

The ITSM Connector is here to save the day

No matter what ITSM platform you'll chose to replace Solution Manager, this certified SAP add-on can provide the same process, but even better. Way better!

Your SAP users can still go to the Help menu, press Create Support Message, but the ITSM Connector will be started instead of the standard SolMan popup. This screen can be customized to only include fields you want but to include all you need.

It allows you to create ticket of different types, for example a service request for requesting additional authorization and incidents for program errors.

When you press the Send button, the ITSM Connector creates a ticket in your brand new ITSM platform, let it be ServiceNow, Jira, 4me, Cherwell, EasyVista, ManageEngine ServiceDesk Plus, Efecte or anything. We have customers with all major ITSM platforms and even some having their own custom developed ticketing tools integrated with SAP.

The ITSM Connector automatically routes the tickets to the relevant support team, based on transaction code, module, error message or any other criteria.

It also attaches all relevant information to the tickets, so the support teams won't have to spend hours or days with getting the required information from the end users.

Your support teams will automatically get:

? SAP system, transaction and user details

? Screenshots

? Standard SAP authorization report (SU53)

? Screen contents with technical details

? Browser console entries, Fiori error logs

Supercharge Fiori troubleshooting

Naturally this works with Fiori Apps too. Just implemented S/4HANA or still in the process? This add-on can help you to make the transition and long term support as easy as possible.

The benefits

• Same process for the end user? ? Check!
• Same benefits for the support teams? ?Check (and much more)!
• Getting the most out of your new ITSM platform? ?Check!
• Less stress when migrating from SolMan to CloudALM? ?Check!

Results

So far our customers have achieved 25-30% reduction in SAP incident resolution time on average. Soon we'll publish a new case study with one of our largest customers who have measured a speedup of more than 50% using their ServiceNow Performance Analytics dashboard.

Why not act now?

Get in touch now to ensure a smooth transition from SolMan ITSM to your preferred new ticketing platform.

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