SAM SM
SAP Solution Manager – Short overview
SAP Solution Manager Service Desk – Basics
Master data – Short overview
Business-Process “Service Desk Message”
- Create a message
- Process a messages
- Customizing of processes
Reporting and monitoring Service Desk: additional functions
- Service contract and SLA
- IC Web Client
- ICSS
- Solution Database
- Interfaces to other helpdesk tools
- Roles