SAP Solution Manager 7.2 · IT Service Management (ITSM)

How do the three ITSM deployment scenarios differ?

  • Standard — the customer's own support team handles all messages in their own SolMan, escalating to SAP Digital Business Services as needed.
  • IT service provider — the customer raises messages in a SAP partner's SolMan; the partner does L1/L2 and can auto-forward high-priority to SAP off-hours.
  • Software provider — a SAP partner's product sold by SAP, the partner acting as a support tier aligned with SAP.

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