IT Service Management (ITSM)

What does the 'System Recommendations' option in the SAP Notes block do, and what is required before implementing a Note?

How do ITSM Relationships work, and why would you lock multiple transactions together?

What inbound channels can create an ITSM message?

What are the four Forward options for a message, and what happens after the user confirms a fix?

How do the three ITSM deployment scenarios differ?

What are the key features of SAP IT Service Management (ITSM)?

What are the two configuration steps to enable embedded support?

What's the difference between 'business users' and 'customers' as ITSM end users?

Which SAP frontends does embedded support cover, and why can't you actually use it without ITSM deployed?

How does ITSM reporting/analytics work, and why does it need no extra system in 7.2?

What is embedded support, and how does it help across escalation paths?

What does the SAP Notes assignment block let you do, and why record applicable Notes?

After sending a message to SAP, how do you handle ongoing communication?

What core info is in the Details assignment block, and what six sections is it split into?

What does Service Request Management handle, and how is a request processed?

How does tiered support escalate a message across Levels 1 to 3?

Which of the three ways to find a message is fastest, and how do they differ?

Which two users does ITSM BW reporting auto-create, and when is each needed?

What technical prerequisites must be met to send a message to SAP?

Which two text types matter most in ITSM, and what is each for?

What are ITSM's six message types?

What does a dispatcher do when dispatching a message, and how can dispatch be automated?

What are the three options for configuring SAP BW for ITSM reporting, and which is recommended?

What is xSearch, and why use it before sending a message to SAP?

How does a Problem differ from an Incident, and what's Problem Management's focus?

What are the ITSM business partner roles?

What does Display System Data show, and why does it speed resolution?

How do you create a support message from a SAP GUI screen, and what gets captured?

What is a Configuration Item (CI), and where are CIs stored?

What's the difference between a user and a system text template in ITSM?

What two kinds of categorization does ITSM use?

What is SAP Collaboration, and how does it link a SAP support message to the ITSM message?

How does an end user raise a support message from SAP Fiori?

What is SAP Jam in ITSM, and what's its purpose?

What is an incident, and what's the goal of Incident Management?

In ITSM, what do the SLA-driven dates 'First Response by' and 'Due by' mean?

What is the ITSM Web Client UI, and what changed about it in 7.2?

What is an incident's reference object (Configuration Item), and where does it come from?

What are the three options for searching SAP Notes in ITSM?

What are the main ITSM status values?

What replaced the Web Dynpro work center in SAP Solution Manager 7.2 as the standard launchpad?

What four business roles does 7.2 deliver, and how do business roles differ from PFCG security roles?