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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