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.
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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.
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.
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.
