Nobody likes long ticket resolution times.

Inefficient handling of SAP tickets leads to wasted service desk resources and unhappy SAP users.

ITSM Connector for SAP is an extension for our SAP add-on that allows end users to create tickets directly from the SAP GUI (including Fiori, CRM Web UI etc.). Every submitted ticket contains all information required by your support staff to start working on a solution.

Currenty the App supports creating incidents, service requests, universal request, CSM cases and change requests.

"ITSM Connector for SAP" stores SAP-relevant data in ServiceNow tables like:

Affected SAP user details
SAP system details (database, application server, operating system, SAP components etc.)
Currently running program information
Screen field contents
Selection parameters
Fiori App details

Having all this information readily available for each ticket in ServiceNow allows service desk teams to spend less time with extra communication which may delay solving the ticket by hours to days.

The App is compatible with domain separated instances, like MSP (Managed Service Provider) instance.

Moreover, we deliver dashboards for SAP incidents that provides actionable insights for IT service management. It 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

Having a real-time, interactive dashboard on SAP incidents can help you to pinpoint hidden gaps and blind spots in your IT service managmeent processes and better optimize support resources.

Further features of the SAP add-on (that integrates with this ServiceNow App):

Attachments for incidents are added automatically where applicable, like a screenshot, standard authorization report (SU53), runtime error dump, job log, spool output or shortcut to the problematic transaction. This saves time as support staff do not have to contact the caller and ask for the attachments every time.

Automatic categorization and routing based on SAP system, module or transaction. You can set up rules for example to assign the SAP Business Warehouse support group to tickets raised from your BW systems or to assign the Sales and Distribution support group to tickets submitted from SD reports and transactions. In a similar way you can set the Configuration Item to your SAP system or have any rule to populate your ServiceNow fields.

Reduce total incoming ticket volume by performing a search in the ServiceNow Knowledge Base. The search is done automatically using the subject entered by the user and relevant articles are displayed in SAP before the ticket is created. This allows SAP users to find the solution for their problems and thus submitting less tickets.

Eliminate duplicate tickets by displaying recently submitted similar incidents from the same program. If any of the displayed tickets is for the same problem the user has (based on subject and description), he/she can decide to cancel the creation of a new incident or to link the new one to existing incident (and establish a parent-child relationship).

Automatic creation of incidents when Solution SAP Manager alerts are raised. All details of the alert and the relevant metrics are added to incident description, even with direct links to relevant SAP transactions in the affected system. This helps your service desk to understand why an alert is raised, take immediate action to investigate the problem and to find a solution quicker.

A bidirectional synchronization allows you to update and close SAP Solution Manager alerts from ServiceNow, or ServiceNow incidents from SAP Solution Manager.

Automatic SAP Note search. A search in the central SAP Knowledge Base is performed and all relevant SAP Notes (Corrections and KB articles) are entered in a list that is attached to each ServiceNow incident. This list contains direct links to the SAP Notes for easy navigation. The search uses the ticket subject for a full text search and is automatically filtered for the SAP system type and installed components with version information to exclude SAP Notes irrelevant for the affected SAP system.