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Streamlining ITSM Operations Between ServiceNow and SAP Solution Manager


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A webinar presentation delivered jointly by SnapLogic and Alpha Sirius in August 2013. The topic mainly covers opportunities to streamline ITSM operations between ServiceNow and SAP Solution Manager. The common business processes that can be automated at incident ticket handling and helpdesk automation of end-to-end process.

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Streamlining ITSM Operations Between ServiceNow and SAP Solution Manager

  1. 1. Ajay Vonkarey • Experienced ALM/ITSM consultant • SAP Solution Manager Evangelist • CEO/Co-Founder – Alpha Sirius Inc. • 20+ years of expertise with ERP/SAP industry • Author/Publisher/Speaker Maneesh Joshi • Product Marketing and Strategy • Integration Generalist – Product Dev, Marketing • 16 Year Experience in the Integration Space • 13 Years are Oracle • Twitter: @mpjoshi Aaron Moore • Snaplogic Solutions Engineer • Over 15 years of Integration Experience • 12 years Integration Delivery Consultant • Service Now SME • Extensive SAP PI, ECC integration Experience
  2. 2. Select Customers • Founded 2006 • Headquarters: San Mateo, California • Key Partnerships: Global Operations Premiere Investors Strong Leadership Gaurav Dhillon Founder & CEO Spencer Punter CFO Ediz Ertekin VP Field Ops Niraj Nagrani VP of Products
  3. 3. Alpha Sirius Inc Facts: • Founded in 1998. • Expertise in project management, portfolio management Operations Optimization • Provides end-to-end solution development caused by disparate functional and technical implementation processes. • Delivers value by bridging this gap by providing consulting services and implementation assistance with tools such as Solution Manager. • One of the first certified partners with SAP for Run SAP Methodology Our core competencies lie in several areas of SAP ® : • Program Management • Portfolio Management • Application Life Cycle Management • Change Management • Training & Development • Systems Management • Offshore Support/Development • SAP CoE – Center of Excellence
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  5. 5. SERVICE NOW SOLUTION MANAGER 1.Create Support Message 2. Create Incident 6. Close Support Message 8. ITSM Reporting 3. Incident Resolution 4. Change Management 5. Close Incident 7. SAP Reporting
  6. 6. SOLUTION MANAGER SERVICENOW • Standard Application Life Cycle Management tool from SAP • Covers all aspects of Application Lifecycle, including design, implementation and efficient management • Integrates well into all SAP components and systems • Covers some non-SAP components • Covered under SAP standard and Enterprise Maintenance • Extendable to web based system • Limited usage by SAP customers due to lack of knowledge, expertise and understanding of the benefits • Cloud-based services that automate enterprise IT operations • Focused on Business Process Management and IT process consolidation • Easy deployment with lower costs and enhanced efficiency • Limited or no-customization to fit the company needs and process • Integrates service desk, change management and incident management • Stand alone and does not integrate into customers ERP and backend systems
  7. 7.  Large scale SAP customer have adopted other systems and tools for help desk and support  Heavy investments have been made on other tools and difficult to sunset them  Perception that Solution Manager works for ONLY SAP systems  Limited knowledge and expertise of customers with SAP Solution Manager. Still considered as BASIS tool  Desire one central systems for all of help desk, incident management and IT processes  Limited Project Management and IT PMO functions in Solution Manager  Adoption of SAP Solution Manager for NON-SAP systems  Confusion of the licensing and implementation costs of Solution Manager  Limited case studies from SAP on successful Solution Manager deployments  SERVICENOW has limitation with integration into ERP systems  Mix of Cloud and on-premise systems  Best of the Breed – SERVICENOW for ITSM and SOLUTION MANAGER for Run SAP
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