Application Incident Management Overview process
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1 Application Incident Management Overview process Application Incident Management Enables a centralized and common incident and issue message processing in multiple organization levels Offers a communication channel with all relevant stakeholders of an incident. The process includes business user, SAP experts@customer, SAP Service&Support and Partner Support employees. Is integrated in all ALM processes of SAP Solution Manager and Sap managed systems. Includes follow up activities such as knowledge research, root cause analysis or Change Management Incident Management Problem Management Business User IT Support 1 st Level IT Support 2 nd Level IT Experts Create Incident message Search solutions & Dispatch Analysis Handover to Problem Management Create Problem message Lock related incidents Deep issue investigation Provide solution & Update Incident(s) Handover to Change Mngmt. Create Request for Change Multiple inbound channels Create notifications Create tasks Create Knowledge Article 2011 SAP AG. All rights reserved. 1
Incident Management Overview. ALM Solution Management 2011
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