SHV Energy : SAP Solution Manager Deployment

Two modules were implemented for handling all the changes done in SAP to be

automated, Change Request Management and Ticketing system on SAP Issues. When

the company implemented SAP in August 2006, all change requests were handled

manually by filling up various forms and obtaining the signatures personally.

The entire workflow was in the mails and people used to manually send to the

regional heads for approvals. The company had four regions and each of the

regions had a functional head to approve changes in SAP. The challenge in the

project was to automate the entire work-flow based on region. If a user

belonging to a particular region raises a change request, it should

automatically go to the head responsible for that region. This process was

automated by using Z-objects and Solution Manager functionality. Escalation

matrix which was not standard has been implemented on the priority of the

tickets raised.

Now the response time to various IT support issues has formalized and reduced

resolution time window. A vigilant escalation process is in place to check

slippage in responses and resolutions for IT issues. There is availability of a

centralized knowledgebase for reusability and customer defined reports have

improved the management visibility for organizational performances and progress.

A change request management is in place which is auditable, scalable and

complies in terms of additional modules that the business requires in future.