STA Technologies

ITSM Connector for SAP Applications

  • 50% faster SAP incident resolution time
  • 12% less incidents with SLA breach
  • 90% less ticket reassignments
SAP HANA certified

Overview

  • This is a certified ABAP add-on for SAP systems
  • This allows SAP users to create tickets in your existing ITSM platform directly from SAP
  • Compatible with S/4HANA Cloud Privete Edition (RISE)
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Case study

Integrations

Our ITSM Connector for SAP Applications can integrate with most ITSM platforms on the market right out of the box. If yours if not on the list, we’d love to develop that interface too. Here is the top 6:

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Cherwell ITSM

Simple and effective

Create tickets from SAP GUI and have all incident fields populated automatically based on rules you define. All SAP details are added to the incidents as attachments, or directly to ServiceNow tables.

Create a ticket from SAP GUI

Create an incident from classic SAP GUI

ServiceNow incident created from SAP GUI

The incident generated in ServiceNow

SAP technical details #1

SAP technical details captured in ServiceNow #1

SAP technical details #2

SAP technical details captured in ServiceNow #2

PDF with SAP technical details 1

SAP technical details captured in a PDF (for other ITSM platforms) #1

PDF with SAP technical details 2

SAP technical details captured in a PDF (for other ITSM platforms) #2

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Case study

Supports Fiori and S/4HANA

Tickets can be submitted from Fiori apps too, from any device. The product works with all available S/4HANA releases, both On-Premise and in the cloud, including SAP RISE (S/4HANA Cloud, Private Edition).

Create a ticket from Fiori

Create an incident from Fiori

Fiori technical details attached to the ServiceNow incident

All Fiori-specific details are attached

Additional attachments

Depending on the problem type, additional attachments are added automatically: SU53 authorization report, ST22 short dump, job log, spool output etc. Everything in the language you specify, no matter what is the logon language.

SU53 output

SU53 authorization report attached

ST22 dump

ST22 dump attached

Carl ZEISS AG reduced SAP incident resolution time by 50%

Get the Case Study about how ZEISS achieved this remarkable result using the ITSM Connector

Download Case study

Happy ITSM Connector customers

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Components

Certified SAP add-on

  • Create incidents from SAP GUI, Fiori etc.
  • Automatic categorization and routing
  • Automatic data collection
  • Knowledge Base articles displayed in SAP

Certified ServiceNow App

  • This is an optional component
  • This requires the SAP add-on
  • Display SAP details on ServiceNow forms
  • Contains an SAP incident dashboard
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Case study

Pain points

Cumbersome ticket creation

Reporting an SAP error via email, phone or a service portal may take long time

All details must manually be typed in

End users have to enter all relevant information manually to the description of the ticket

Poor quality of tickets

SAP users often submit incomplete or incorrect error reports

Wasted time and money

The problem may not be reproducible without all technical details so it is impossible to work in the solution

Manual categorization and routing

Service desk teams have to manually set all incident fields and assign the incident to the relevant support group

Lot of manual work

Often tickets are passed between support groups multiple times until the responsible team is correctly set

Underutilized Knowledge Base

No matter how great your Knowledge Base is if your SAP users won't use it

Waste of effort and more incidents

Even if you spent a lot of money and effort on building a Knowledge Base, that won't reduce the number of incidents if not used effectively

Solutions provided

Create tickets from the SAP UI

SAP users can create tickets with a few clicks from the screen where they encounter an error

Quick and simple ticket creation

The add-on allows users to create tickets from SAP UI (including classic SAP GUI, Fiori, CRM WebUI, WebGUI and Business Client)

Automatic data collection

All relevant SAP details are attached to every incident along with screenshots, SU53 authorization reports, job logs etc.

Faster ticket resolution time

A complete information package is added to every ticket so the support teams can immediately start working on a solution

Automated categorization and routing

The support group or any other ticket field can be set to fixed constants or values based on the SAP system, module or transaction code

All ticket fields set correctly

All ticket fields can be populated automatically based on rules and the ticket is always assigned to the relevant support group

Integrated Knowledge Base search

Display relevant Knowledge Base articles in SAP GUI and Fiori

Less incidents sent to the service desk

SAP end users can resolve their problems on their own if they find relevant Knowledge Base articles

Certified ServiceNow App

ITSM Connector for SAP is a certified ServiceNow App available on the ServiceNow store. It allows you to display any SAP details on ticket forms and analyze your SAP incident flow using a preconfigured dashboard.

This ServiceNow App requires the SAP add-on to be installed.

SAP incident dashboard in ServiceNow

SAP incident dashboard in ServiceNow

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Try it now

Evaluate this product in one of your own SAP systems. Start today!

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SAP Support Backbone Integration for ServiceNow – Live Demo

Upcoming webinar at 10:00 CET, May 13, 2025

Join us for an exclusive Zoom Webinar where we’ll showcase a live demo of the groundbreaking SAP Support Backbone Integration App. In this interactive session, you’ll discover how this ServiceNow-certified solution transforms SAP support by automating SAP Case creation, synchronizing data in real time, and leveraging AI to provide relevant Knowledge Base articles.

Register HERE