Aspen Reaps the Benefits of STA’s ‘ITSM Connector for SAP’
Meet the Authors
Key Takeaways
⇨ Aspen Pharmacare has utilized STA Technologies' SAP add-on (ITSM Connector for SAP)
⇨ ITSM Connector for SAP is a certified ServiceNow App available on the ServiceNow store
⇨ STA specializes in add-ons that help customers simplify their SAP IT processes
Aspen Pharmacare has utilized STA Technologies’ SAP add-on (ITSM Connector for SAP) successfully. Aspen uses the STA plugin within its SAP S/4HANA environment (version 1909) and ServiceNow (Tokyo) for its user base of 900 spread across 4 continents.
ITSM Connector for SAP is a certified ServiceNow App available on the ServiceNow store. It allows Aspen to display any SAP details on ticket forms and analyze SAP incident flow using a preconfigured dashboard. This ServiceNow App requires the SAP add-on to be installed.
As an SAP PartnerEdge Build partner, STA specializes in add-ons that help customers simplify their SAP IT processes.
Aspen Pharmacare is a global specialty and branded multinational pharmaceutical company with a presence in both emerging and developed markets, boasting an impressive 170 year heritage.
In an effort to cut related costs and have a better SAP experience, Aspen opted to utilize STA’s ITSM Connector for SAP where it can create tickets from SAP GUI and have all incident fields populated automatically based on rules that Aspen defines.
Now, the company can create incidents from both Firori and GUI without leaving the SAP screen and can select which ServiceNow catalog the ticket relates to – Access Request, Request for Change and more.
The pharmaceutical company can also select if the ticket should be assigned to Internal IT or External Service Provider and benefit from automatic categorization of tickets by type. access enhancements and have standard change on GUI even at functional level.
Aspen now has a 10 percent reduction is Helpdesk hours and a 25 percent reduction in Fulfiller hours, with reduced manual reporting of about 16 hours a month and is striving for 80 percent SAP tickets to be logged using STA (currently at about 40 percent.)
The ITSM Connector for SAP allowed Aspen to receive important details about SAP incidents, and ultimately allowed the company to simplify their SAP experience. To learn more about the add-on – click here.
