In any SAP landscape business process disruptions, whether caused by an application or infrastructure incident, should preferably be proactively prevented. If they do occur, they must be quickly and efficiently resolved, restoring critical business operations. HP Service Desk software and the Service Desk of SAP Solution Manager play central roles in monitoring and managing the systems. However, incident management today often consists of disconnected service desk teams, implementing divergent and ineffective processes -- doing their best, but hampered as well by the manual communication tools.
HP Integrated Incident Management Service offers better integration, enabling faster and more effective management of your SAP service. At the heart of this HP service is a tight, dynamic integration between HP Service Desk and SAP Solution Manager Service Desk, allowing for a cohesive, intelligent SAP and non-SAP incident workflow. The software interface to exchange support messages in this solution was co-designed and co-developed by HP and SAP, and is SAP-certified.
As well as this interface, HP provides professional services to help you design and implement a seamless incident management workflow. The result is a cohesive incident management solution based on HP’s industry-leading IT Service Management best practices for SAP. It spans SAP and non-SAP applications, as well as the IT infrastructure. |
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