ITSM Connector

Automated SAP User Incident ITSM Ticketing

Automatic Creation of ITSM Tickets from the SAP UI

ITSM Connector for SAP Applications

The ITSM Connector is an SAP Add-On that allows users to automatically create SAP user incident tickets directly from the SAP GUI. Users have only a few description fields to complete and the ITSM Connector does the rest. Incident fields are populated automatically based on predefined rules, and a screenshot along with all SAP system and user details are added to the incidents as attachments.

Analysts no longer have to guess what the issue is or spend lots of time going back and forth with the Service Desk or users gathering more information The ITSM Connector comes with a free ServiceNow App for ServiceNow ITSM connections but can connect to most  ITSM platforms in use by SAP support teams.

"This seamless integration also reduced our training needs, cut down on email traffic, and made it easier for our SAP team to collect data for their change management process."

JOHN MARK KENNEDY - MCC LABEL Director, IT Governance, Risk, & Compliance

ITSM Connector

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Faster Incident Resolution

Every ticket is created with all the information analysts need to resolve issues quickly. No more iteration.

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Reduced Ticket Numbers

Duplicate incidents are automatically grouped under a single 'parent' ticket. No more duplicate incidents.

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Increased Analyst Efficiency

Tickets are automatically routed to the correct analyst team. No more tickets bouncing around.

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Fewer False Incident Reports

Key user review process eliminates false incidents. No more trying to resolve user error incidents.

"The ITSM Connector for SAP allows us to receive a lot of details about SAP incidents. Having these in ServiceNow tables is a big benefit when it comes to reporting"

ALEXANDER MÜLLER-DIECKERT - ACO SEVERIN AHLMANN GMBH & CO KG Deputy Head of IT Service Management

How It Works

The ITSM Connector enables direct communication between the SAP user UI and the ITSM ticketing system. ITSM incident tickets are automatically created with user, system, and program details attached. The ITSM Connector is an SAP Certified ABAP Add-on that is installed via a simple transport.
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Incident recording

Upon encountering an error, the SAP user will access the incident reporting pop-up via a menu item.

The user completes just two fields, a title for the error and a brief description. 

Most other incident ticket fields will be configured for automatic populating reducing the burden on the user and ensuring ticket quality.

2
Ticket creation

Once submitted, the ITSM Connector gathers additional background information critical to incident resolution.

This information is passed through to the ITSM system and the ITSM ticket is created.

The new ITSM tIcket will have all relevant fields completed, including the SAP module, the responsible analyst team, and come with a series of attachments.

3
Ticket management

Because the ticket is automatically routed to the correct analyst, the team can resolve the issue immediately. 

The analyst has access to a range of reports eliminating the standard iteration between analyst and user.

Attachments include:

  • Affected SAP user and client details.
  • SAP system details (database, application server, operating system, SAP components etc.)
  • Currently running program information.
  • Screen field contents, and selection parameters.
  • User authorization report
  • Screenshots
4
Reporting

Specific to ServiceNow connections, the additional  ServiceNow App provides a range of ready-made dashboard reports.

SAP IT managers can analyse incident data such as how many incidents are being managed, and by what teams, for example.

The real-time, interactive dashboard includes reports like:

  • number incidents over time per SAP system grouped by priority
  • most frequently failing background jobs
  • most frequent dialog and background errors
  • transactions, Fiori Apps and modules with the most incidents

Technical Specifications

Integrations

Available ITSM integrations include: 

ServiceNow; BMC Remedy; Cherwell; Jirs ServiceDesk; Micro Focus; ZenDesk; Rev-Trac

Depending on the Service Desk architecture, a typical integration development for additional ITSM systems is estimated at 3 – 5 days

Prerequisites

Works from basis release 7.00 (for ex. ECC 6.0) up to 7.55 (for ex. S/4HANA 2020), including SAP S/4HANA Cloud, private edition

SAP UI Compatibility

Classic SAP GUI (no version restriction); WebGUI (same as SAP GUI for HTML); Web Dynpro; BSP Applications (for ex. CRM Webclient UI); Fiori, incl Fiori built using Neptune; SAP Business Client

Implementation Effort

An ITSM Connector implementation is straightforward, it doesn't require specialist resources and is not another SAP project. After an hour or so workshop to define fields and we do the software configuration remotely and ship the completed SAP transport. The technical installation time is then around 1 hour.
Customer-specific fields and custom business logic are available as a consulting service. Most customisation requests are completed within 3 – 5 days and delivered remotely. The ITSM connector is extremely flexible, and customisations are straightforward 

From the Resource Library

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Case Study

Following the implementation of the ITSM Connector CELSA Group saw the volume of incidents reduce, and the turnaround times significantly improve. Users stopped receiving calls for more information.

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eBook

Browse this easy-to-read eBook-style presentation to gain a high-level technical overview of the ITSM Connector. Its a quick read and will show how it might improve your own SAP user's experience.

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Datasheet

This ITSM Connector datasheet outlines all the features, benefits, and technical details of the software in a short  2-page document.  

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Demo Video

Not ready for a personalised ITSM Connector software demonstration for your team just yet - then request access to a recorded software demo and get a sense of the look and feel of the product. 

Customers

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