The Solution offers a technical as well as a functional interface between ServiceNow and SAP Cloud ALM.

SAP Cloud ALM will be enriched by incident management, running on the ServiceNow platform. Especially, the popular Key User model will be enforced and supported.

It seamlessly integrates incident management with requirements management and widely automates the SAP Activate methodology. The combination of ServiceNow and SAP Cloud ALM enables a full-fledged replacement of SAP Solution Manager, which will be discontinued at the end of 2027.

Watch an overview on YouTube or
find us in the SAP store: KeyUser Pro – ServiceNow integration with SAP Cloud ALM

Benefits

Complement SAP Cloud ALM with incident management

SAP Cloud ALM no longer includes incident management like its predecessor, SAP Solution Manager. We integrate incident management with SAP Cloud ALM functionality. Incidents are categorized by customer’s business processes that can be synchronized with the process hierarchy of SAP Cloud ALM. Requirements can directly be created out of incidents with appropriate classification via the technical and process integration.

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Automate SAP Activate by using a combination of ServiceNow and SAP Cloud ALM

ServiceNow will be used to automate the SAP Activate methodology. Our solution orchestrates the process by technically integrating ServiceNow with SAP Cloud ALM. Administrative tasks like the creation and approval of requirements and supporting fit-to-standard workshops are handled via ServiceNow while SAP Cloud ALM is used for operative tasks like project management, test management or transport management.

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Ensure a smooth handover of SAP projects to the future support organization

Key users (or SME) are working in projects as process and functional experts. By doing so, they are also linked to their specific business processes as functional owners for requirements. Because our solution also uses these business process assignments for future ticket routing in support, it is already determined at the beginning of the project who will deliver process support during future operation. Support is automatically established.

Support for the SAP Clean Core initiative

The integration of the ServiceNow and SAP BTP platforms provides the possibility of freedom of choice in the development of customer-specific functionalities. Services and applications can access the APIs of SAP systems from both platforms, so that you can decide as required whether to develop additional applications on the SAP BTP or the ServiceNow platform in order to comply with the Clean Core concept. KeyUser Pro optimizes SAP Service Management on the one hand and ensures the handover of projects to support on the other by integrating ServiceNow with SAP Cloud ALM. In addition, non-SAP systems can also be easily integrated into the service management processes. KeyUser Pro thus also follows consequently the ServiceNow “Platform of Platforms” strategy.

Our ServiceNow Operation Center is supporting you in your day-today-tasks in your ServiceNow operation. We stagger our services dependent on your needs. We offer different Services Contracts that may cover all operational tasks in your ongoing operation except projects:

• Regular Release upgrades
• Bug fixing and support
• Instance Monitoring
• Customizations
• Catalog customizations
• workflow programming
• Reports
• …

We may also support you in certain ServiceNow modules

• IT Business Management
• Service Portal Administration
• Interfaces

Simply get into contact with us and ask us for more.

 

 

Utilize our ServiceNow expertise also for your own projects. We know ServiceNow as well as necessary Service Management processes and this combination makes us your perfect partner for implementing, customizing and further developing your ServiceNow instance. Please have a look on a part of our consulting services:

• Process consulting for Service Management and other internal processes like Project Portfolio Management, Project Management, Financial Management, HR Management and more. Translation into effective business solutions based on ServiceNow
• Architecture design of your ServiceNow instance
• Implementation of powerful Service Portals based on ServiceNow and integration with other platforms
• Change Management during implementation of ServiceNow. E.g. project planning, user training, documentations
• Customizing of your ServiceNow instance
• Integration of ServiceNow into your software landscape
• Development of scoped applications

Contact

KeyUser Pro for SAP – SPM Integration is an enhancement of our product KeyUser Pro for SAP. It is intended for customers that want to integrate SAP Service Management with ServiceNow Project Portfolio Management. This enhancement allows creating a Demand directly from KeyUser Pro. A pre-qualification of the SAP project request will be done upfront before adding SAP Project Requests to the Project Portfolio, managed by the ServiceNow Portfolio plugin. A specialty is the full integration into the ServiceNow Service Portal, so those users need not change the User interface when they want to create a project request.

KeyUser Pro for SAP – SPM Integration for download from the ServiceNow Store.

Benefits

Integration of SAP Project Requests generated within KeyUser Pro for SAP with ServiceNow Strategic Portfolio Management

• Integrates SAP Service Management with ServiceNow Project Portfolio Management
• Combines Infrastructure Project Requests with Application Project Requests and manage them within a single Portfolio suite
• Automatic Demand creation with data takeover from SAP Project Requests
• Enhancing KeyUser Pro forms with fields relevant to Demand Management
• Full integration into the ServiceNow Service Portal for creating SAP Project Requests

System requirements

• KeyUser Pro for SAP Version 2.0 or higher
• ServiceNow Strategic Portfolio Management (SPM)
• Certified for San Diego release and above

Integrations