Service Level Management—the ITIL Process in SAP Operations

This new guide in the SAP PRESS Essentials series describes the implementation of Service Level Management with SAP technology. Developed from the practice of SAP Global Support, this invaluable guide provides readers with mission-critical background information on Service Level Reporting and provides exclusive tips for establishing sensible Key Performance Indicators in SAP operations. In addition, an entire chapter is devoted to providing extensive practical guidance for the implementation of these requirements, using SAP Solution Manager 4.0.Highlights include:- Best practices for successful Service Level Management - SLM in practice: User experiences, guidance, and implementation advice- Service Desk: Support processes and reporting requirements via SAP support- Important technical factors and considerations- Key Performance Indicators in the SAP environment- Requirements for Service Level Reporting using SAP Solution Manager Highlights include: Best practices for successful Service Level Management SLM in practice: User experiences, guidance, and implementation advice Service Desk: Support processes and reporting requirements via SAP support Important technical factors and considerations Key Performance Indicators in the SAP environment Requirements for Service Level Reporting using SAP Solution Manager