SAP Solution Manager 7.2 · IT Service Management (ITSM)

Where does the L1->L2->L3 line fall in ITSM support, and what's the trap in sending a complex technical issue straight to L3?

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More in IT Service Management (ITSM)

For ITSM BW reporting you can run BW in the same client as production ITSM (A), a separate BW client in SolMan (B), or a fully separate BW system (C). Why is A recommended despite B offering better security separation?

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You're escalating an incident to SAP. Which text type must you fill, and what goes wrong if you put the details in the Internal Note instead?

Before raising a SAP support message, what does xSearch find that a plain SAP Note Search does not?

An incident and a problem can both be open for the same outage. What single property separates them, and how does that change Problem Management's goal vs Incident Management's?

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