* Understand how to process all of your service problem & change requests * Get step-by-step configuration instructions for Cha RM & Application Incident Management (the new Service Desk) * Find practical advice & best practices * Up to date for release 7.1 Are you ready to forever simplify the way your company processes & attends to service requests? With AIM & Cha RM SAP Solution Manager provides the functionality you need to do just that--and this book provides everything you need to know to take advantage of it! You'll find both the background & the configuration steps you need to have the major service functionalities up & sailing smoothly in no time. Comprehensive Introduction Learn about the principles of ITSM & see how you can integrate them holistically into Application Lifecycle Management & SAP Solution Manager. Major Tools in IT Service Management Obtain the background information you need on AIM & Cha RM understand Incident & Problem Management learn how to work with requests for change & much more. Configuration Steps Find explicit functional configuration instructions & screenshots that will help you get AIM & Cha RM running in your SAP system. Reporting & Analytics Understand how to use key KPI-based reporting features & dashboards to monitor progress & status. SAP Solution Manager 7.0 vs. 7.1 Get the nitty-gritty when it comes to differences between SAP Solution Manager releases. Also overcome potential trip-ups & find recommendations & best practices when upgrading. Highlights Include * Application Incident Management (AIM) * Change Request Management (Cha RM) * SAP CRM Web UI * Application Lifecycle Management integration * Roles & responsibilities * End-to-end setup activities * Approval management procedures * Transport Management System * SAP & non-SAP changes * Deltas between 7.0 & 7.1 * Reporting & analytics * Core & extended ITSM features