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This Wiki contains all information for users who uses the system like IT Managers , (end-)users, decision makers and for all those people who want to get a general understanding or overview about SAP IT Service Management. 7.2.

Overview Presentations

  • The Product road map is designed to support the product adoption planning activities of SAP customers. It helps a customer match short term and long term goals with technology plans. A. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations
    SAP Solution Manager - Roadmap Service
    ITSM- Road Map

Functional Presentations


Value Proposition
  • What are the values and the benefits for customers if they decide to run their IT Service Management processes on SAP Solution Manager.

Find here the TOP 10 reasons why choosing SAP for ITSM

ITSM White Paper

In this section you can download whitepapers for major scenario of SAP IT Service Management which are Application Incident Management (covering Incident, Problem and Knowledge Management).


ITSM Analytics
  • Cloud Solution Manager

The SAP Cloud Appliance Library offers the option that customers can order a private demo and sandbox environment to get hands-on experience of SAP Solution Manager 7.2. You can get an image copy of an SAP Solution Manager 7.2 images as 90-day trial version (please keep in mind that an AWS account is required).

  • Demos: ITSM - cross

This section contains offline recorded demos about the Incident, Problem and Request Management functionalities (e.g. Service Request Management)

  • Demos:ITSM Standard functionality

This session contains links to recorded demos of the IT Service Management features of the SAP CRM standard. The functionalities from SAP Solution Manager ITSM are all based on

these functionalities and have been enhanced and enriched with additional features and functions.

  • Demos: Incident, Problem & Request Management

This section contains offline recorded demos about the Incident, Problem and Request Management functionalities (e.g. Service Request Management):

Demos at events
  • SAP TechEd 2016 - Demo
    You will get a summary of all new functionalities in Focused ITSM for SAP Solution Manager. With short demos and even configuration hints, we will give you a perfect starting point to evaluate your upgrade path for ITSM to the new release.

 EKT - ITSM Expert Session
 ITSM Survey & Reports

 Customer References & Analyst Report
 ITSM Usage Rights

Find a recorded audio and video web session from SAP ITSM Solution Management team. It gives an overview about the new ITSM approach in SAP Solution Manager 7.2. Afterwards the main changes and news in the area of Incident Management are presented.

  • Interview Teched 2016
    Quick Interview at TechEd Barcelone with David Birkenbach and SAP Mentor Raquel Cunha
  • Media Center

    ITSM Overview & ITSM News in SAP Solution Manager 7.2 presented live by David Birkenbach (Product Management)

  • Youtube Channel
    SAP Solution Manager youtube channel with additional content
  • Teched online recording
    IT Service Management: Plenty of New Features in SAP Soution Manager 7.2, Audio Recording @Teched by David Birkenbach

Focused Solutions
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