ALM_Summit_EMEA_2025_ITSM_Case_&_Service_Request_Integration_via_SAP_Cloud_ALM.pdf

1、1SAP ALM SUMMIT 2025BOOS T YOUR ALM V ALUE!ITSM Case and Service Request Integration via SAP Cloud ALM2Agenda1ITSM Integration via SAP Cloud ALM Status&Updates2Case Integration for VAR Partners3Live Demo:SAP Support Knowledge Integration,powered by AI4Outlook:Service Request Integration3ITSM Integra

2、tion via Cloud ALMStatus&Updates4API-based ITSM integration scenarios via SAP Cloud ALMSAP CasesSupport Master DataCloud Outage DataThis is the current state of planning and may be changed by SAP at any time.Customer/Partner ITSM Solution(any vendor)SAP Proactive CasesSAP Support BackboneSupport Tic

3、kets(aka“SAP Cases”)created by customer,Bi-directional integration with SAP support backbone,incl.AI self-service options.Cloud Outage Notification Datacreated by SAP(CAC),integrated into customer ITSM via SAP Cloud ALMProactive Tickets(”Proactive Cases”)created by SAPfor specific customer tasks.Bi-

4、directional integration with SAP support backbone5API-based ITSM integration scenarios via SAP Cloud ALMSAP SupportKnowledge BaseSupport Tickets(aka“SAP Cases”)created by customer,Bi-directional integration with SAP support backbone,incl.AI self-service options.SAP CasesSupport Master DataCloud Outa

5、ge DataThis is the current state of planning and may be changed by SAP at any time.Customer/Partner ITSM Solution(any vendor)Enhanced Enhanced Support Knowledge IntegrationImprove internal support processes with SAP Notes,KBA,SAP Documentation and SAP Community content.Cloud Outage Notification Data

6、created by SAP(CAC),integrated into customer ITSM via SAP Cloud ALMProactive Tickets(”Proactive Cases”)created by SAPfor specific customer tasks.Bi-directional integration with SAP support backboneSAP Proactive CasesPlanned:Planned:SAP ServiceRequestsRead SAP Service Request data and monitor updates