- Email inbound
- Support Team Determination via Business Rule Framework plus
- Roles and Authorizations
- Multilevel Categorization
- Service Level Management SLA
- SLA Management
- Notification Framework
- SAP Enterprise Search TREX
- New checklist
- Service Catalog Management
- Dispatching and Routing
- 3rd party interface
- Integration: Solution Manager ITSM - SAP Jam
- CRM Survey Suite
- ITSM Analytics - SAP ITSM & Change Control Management Analytics on SAP Solution Manager 7.2
- Authorizations for IBase Components
- Authorizations for Substitution Function
- Authorizations for Knowledge Articles
- Service Request Management 7.2
Utilizing Guided Procedures for Request Fulfillment within Service Request Management
Utilizing Guided Procedures for Request Fulfillment within Service Request Management