Companies are looking to invest more in technologies that will enhance their delivery and are ready to partner with the right business architecture, which enables swift integration. ServiceNow can seamlessly integrate with third-party applications, allowing enterprises to further widen their capabilities while leveraging an array of functionalities the Now platform offers.

SAP’s enterprise application software is an incredible asset to enterprise resource planning (ERP). Over 400,000 businesses worldwide use SAP and touch nearly 77% of the world’s transactions.

SAP Solution Manager serves as a central hub through which SAP solutions can be implemented and maintained. Administrators can leverage this tool to make changes to an IT environment, integrate new solutions and document business processes. To get the best out of SAP, its data must be integrated and connected throughout an enterprise’s system.

Enter ServiceNow. According to a recently conducted survey, about 41% of enterprises use ServiceNow as their ITSM platform to execute the changes to their SAP environment. Using the Now platform’s Integration Hub, organizations can streamline & automate workflows, supervise issues instantly, elevate communication between teams and allow better access to information. Overall, ServiceNow adds value by increasing productivity and improves the service delivery process.

ServiceNow Self Service Portal

By integrating SAP Solution Manager with ServiceNow, enterprises can enjoy the benefits of both worlds. With SAP’s ITIL-compliant Change Request Management or ChaRM, enterprises can monitor, execute, document and manage changes made to the IT system. Tickets can be automatically created in ServiceNow when alerts are triggered in Solution Manager. The top feature of this integration is that all the relevant technical and business metrics is attached and mapped to the incident created from SAP to the configured fields in ServiceNow. The fields like name, alert priority, rating and others can be customized in ServiceNow to suit the individual needs of organizations.

This collaboration helps the ServiceNow ITSM service desk to not only know when an alert is raised, but also possess the relevant information to solve issues. Direct links to the relevant SAP transactions in the affected system is also provided. SAP Solution Manager Integration with ServiceNow reduces human effort, system downtime and ticket resolution time and optimizes service desk resources. With ServiceNow support services and ITSM, Enterprises can transform and automate workflow with ease.

Benefits of SAP Solution Manager & ServiceNow integration:

Breaking Boundaries:  By improving the collaboration between the support and development teams, enterprises can eliminate endless email trails and sporadic information on status updates by automating the flow of information. With status updates available in real time, multiple teams will be able to work efficiently by understanding the requirement better and solve problems faster.

Automate Processes: Put an end to manual errors and begin automation efforts. Enterprises can eliminate bottlenecks and the risk of duplication of tickets, omnipresent with manual efforts, and automate workflows with SAP data. The assignment group is determined automatically based on SAP transaction or module. This allows the service desk to analyze the data and provide solutions faster. With reduced human effort, quicker reaction to alerts and a dashboard on SAP related incidents, enterprises can realize maximum ROI.

Central Control: Once the SAP related changes are validated and updated, the same is notified in the Now platform thus, maintaining a single system of record in ServiceNow. Also, all the data is stored in ServiceNow Cloud and acts as a central system of data. With ServiceNow as the ITSM solution, enterprises will be able to control the change with the approval of the corresponding SAP data and monitor it with a central overview, giving better visibility. This bi-directional interface also provides a transparent flow of information. Total transparency ensures a complete and traceable documentation that is audit-proof.

Competitive Advantage: With all the necessary information available to resolve issues, tickets can be closed swiftly for a quick turnaround. The seamless integration and automation process in ServiceNow expedites the release cycles and reduces time-to-market. A smooth and documented change management process minimizes risk, thus increasing the quality of service.

If you need more encouragement to get onboard with ServiceNow integration, hear it from the CEO himself. Bill McDermott, the CEO of ServiceNow calls the Now platform’s collaborative tools ‘the secret sauce’ to success. The ease with which ServiceNow can integrate with other systems has always been a benchmark in setting standards and the reason the platform is able to expand its services beyond IT.

 

 

 

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Subashini Suresh