We are interested if anyone out there uses SAP Solution Manager enterprise wide. In particular Incident Management, Service Request Management and Change Request Management? This includes all company wide incidents (including non-SAP incidents) for their help desk. We see good things with Solman 7.2, but are hesitant due to the low adoption rate. Here is some background:
We use 4 main IT Management Tools:
- Solution Manager (IT-SM, ChaRM, Solution Documentation) for SAP items
- Remedy (Incident, Service Requests and Change Management) for all non-SAP items.
- HP ALM for test management
- ARIS (Software AG) for process management.
We found some serious (and obvious) drawbacks due to the overlap between Solman and Remedy. Cost is one. Process is another (we have already seen cases where an incident was logged in the wrong system and was unknown to the right team, leading to delays in solving issues). We have pondered about integrating Solman and Remedy via interface but decided against it. Our new thought is to pick only one tool and use it enterprise wide (and if solman is chosen, then we will look to remove the other tools mentioned above and put them into Solman). What we found was that running SAP Solution Manager enterprise wide is included in the maintenance costs (assuming you have an enterprise support license or higher). We like what we see in 7.2 and we see definite benefits in integrating everything into one tool (having one version of truth). but solution manager's low customer adoption rate enterprise wide is concerning and our biggest gripe is that it has very limited reporting across modules (I can’t combine Incidents and Request for Changes on one report for instance).
The ask is does anyone use Solman enterprise wide? Has anyone moved from Remedy to Solman or vice versa? Has anyone used Solman 7.2 New Test Management module. Is it workable, because 7.1's version was quite weak.