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.
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
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
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