SAP Service and Asset Management enables IT departments and IT service providers to manage their IT support and delivery operations. The SAP solution for IT service and asset management allows you to manage key IT service and IT asset management activities, including:

• IT procurement and inventory management – Provide access to IT products and services via Web catalogs and self-service requests; streamline purchasing and inventory management processes, including third-party service management; and benefit from the tight integration into financials and technical asset management.
• IT asset management – Keep track of IT assets during their complete life-cycle; provide up-to-date data to the service desk and IT service engineers; manage the technical, financial, ownership, contractual and relationship information; and take advantage of radio-frequency identification (RFID) and barcode systems, as well as integration to systems-management tools.
• IT service desk – Provide a single point of access to employees or customers; offer multi-channel access via phone, e-mail, fax, Internet, and self-services (e-service); and optimize request processes by making use of service-level monitoring, escalation management, searching for solutions in the integrated solution database, and open interfaces, such as open interfaces to remote control tools.
• Incident and problem management – Restore normal service operations as soon as possible with service ticket management, categorization, and prioritization; provide access to all relevant customer, equipment and known-error information; and ensure that problems are analyzed and known errors are maintained in the problem-resolution database.
• Change management – Access customer and equipment information to plan and carry out all types of change requests; make use of case and service order management; manage spare-parts availability; track working-time and parts usage; update configuration information; and take advantage of wireless communications, escalation, and workflow management.
• Service-level management – Define and implement flexible SLAs, precisely track and record service-contract cost and revenue, collect and process service-usage data through open interfaces, monitor service-delivery performance, and proactively convert expiring contracts to renewals.
• IT financial management – Set up costing and pricing structures to enable internal activity allocation and billing, perform strategic and financial planning as well as budgeting and forecasting, track the value of your IT assets in fixed assets accounting, and comply with regulations such as Sarbanes-Oxley.