Description

Incident management in enterprises today consists of disconnected incident management systems that often implement divergent processes. This situation diminishes collaboration within IT operations, lowers quality of service and productivity.

The integration of SAP Solution Manager Service Desk with HPE Service Manager provides a cohesive Incident and Service Request Management solution for the entire enterprise, resulting in higher enterprise availability, improved service quality and reduced IT costs.
 
HPE Incident Exchange builds a dynamic link between HPE Service Manager Software and SAP Solution Manager Service Desk and improves the Incident and Service Request Management Process throughout the entire enterprise. HPE Incident Exchange offers dynamic integration between HPE Service Manager and SAP Solution Manager Service Desk for improved incident workflow. The interface to exchange support messages between HPE Service Manager and SAP Solution Manager Service Desk was designed and developed jointly by HPE and SAP and is certified by SAP.

The following two use cases are provided for HPE Service Manager Exchange with SAP Solution Manager that demonstrate the integration scenarios.

Use Case 1: Incident Originates from Solution Manager

In this use case, a user reports an issue to SAP Solution Manager. The Solution Manager
generates a new incident and sends the incident to Service Manager to request a solution for
the issue.

Use Case 2: Incident Originates from Service Manager

In this use case, the user issue is captured and sent to Service Manager. An incident is
generated in Service Manager and is sent to Solution Manager to request a solution for the
issue.

 

 

 

General

Leading Product:
Service Manager


Secondary Product:
SAP Solution Manager

3/19/2019

Documentation

Documentation for this integration can be found using the following links:
 
 
 
 
 
For SM 9.50:

 

Support Matrix

  SAP Solution Manager
Service Manager
SupportedSupported (see comments)Not Supported