Here am sharing my SAP ITSM and ChaRM Implemnetation experince.
MY Published Article on SAP About ITSM (SCN):
https://blogs.sap.com/2021/07/15/experience-sap-it-services-management-itsm/
SAP IT Service Management (ITSM) is ITIL based, compliant & certified software for improving and managing IT services support and operation activities for corporates.
Am sharing in this blog some of my experience with SAP ITSM software from one implementation project also as an IT services manager.
Main SAP ITSM Features
IT Requests Management Incidents Management Problem Management Knowledge Management Change Management (ChaRM) IT Analytics IT Service Desk.
Terminology:
IRT The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA.
MPT The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA
SLA Service Level Agreements
Define SLA Categories
You can define SLA categories as per customer requirement for example:
| SrNo | Priority | ResponseTime | Completion Tim |
|---|---|---|---|
| 1 | VIP | 3 Hours | 8 Hours |
| 2 | High | 8 Hours | 12 Hours |
| 3 | Medium | 10 Hours | 16 Hours |
| 4 | Low | 12 Hours | 24 Hours |