Your SAP Help Desk Is Probably Stuck in the Past: Modernise it with ITSM Ticketing Automation

SAP systems keep your business running. Usually, things run well, but when something breaks, it can cause big problems. Getting the needed information to the right analyst, fast, is critical.

But that’s not always easy.

Many companies still rely on outdated service desk and manual steps to handle SAP issues. Because of this, many support tickets miss important details. Some go to the wrong team. Analysts waste time chasing screenshots or trying to understand vague messages.

This slows everything down, breaks service level agreements (SLAs), and increases support costs. In the worst cases, it can lead to long system outages—costing the business time, money, and productivity.

Current Approach

Let’s look at how SAP support typically works in most organizations:

• A user encounters an issue and contacts the service desk.
• The service desk tries to understand the problem and raises an ITSM ticket.
• The ticket is misrouted and bounces between analyst groups.
• Eventually, the right analyst picks it up—but the ticket lacks detail.
• The analyst, user, and service desk go back and forth to clarify the issue.
• Finally, the problem is understood and resolved.

By this point, the damage may already be done. Users may have been idle for hours. Orders might be stuck in the system. The production environment could be down. It’s inefficient, time-consuming, and costly.

Stuck in the Past?

The underlying cause is usually the same. Most companies still use traditional processes to manage SAP incidents. It is a manual, reactive process resulting in:

• Incomplete or unclear tickets
• Delays in routing to the right team
• Duplicate tickets clogging the system
• Frustrated users and support teams

It’s hard to fix problems fast when the process is broken.

Modernise with Automated ITSM Ticketing

One of our trusted vendors STA Technologies offers a certified solution that changes the game. Their flagship product, the ITSM Connector for SAP Applications, integrates SAP directly with ITSM platforms like ServiceNow . It automates ticket creation and enriches incident data from the start.

With this connector, users can raise SAP incidents directly from the SAP interface—whether it’s classic SAP GUI or modern Fiori. The ticket includes:

• Screenshots of the issue
• Affected SAP user and client details
• System context (database, application server, OS, SAP components)
• Currently running program information
• Screen field contents and selection parameters
• Authorization report

This level of detail means analysts receive everything they need to start resolving the issue immediately. No more chasing users for screenshots. No more vague issue descriptions. No more wasted time.

The benefits are clear:

• Faster resolution times
• Fewer SLA breaches
• Less manual work for analysts
• Improved user experience

The Bottom Line

If you want to improve SAP support, reduce delays, and make life easier for your team, we can help.

STA Technologies’ certified add-ons take the pain out of ITSM ticketing and will give your analysts the tools they need to succeed.

Whether your goal is to improve user experience, better meet SLAs, or cut support costs, STA’s solutions offer a speedier, automated and more efficient way forward.