Improving Incident Management by Integrating SAP Applications and Jira
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Key Takeaways
⇨ Integration of SAP and non-SAP systems plays a significant role in streamlining business operations and leads to increased efficiency.
⇨ ITSM Connector for SAP from STA Technologies is an SAP certified add-on that effectively bridges SAP applications and the ITSM platform.
⇨ It allows SAP users to create Jira tickets directly from SAP and works with all SAP S/4HANA releases.
Disparate business processes cause lengthy wait times to resolve issues encountered in SAP systems. Integration of SAP and non-SAP systems plays a significant role in streamlining business operations and leads to increased efficiency. Jira Service Desk, an IT service management application, is commonly used to record and maintain testing updates and incidents. Users log individual incidents from SAP production systems into Jira Service Desk. The time and effort taken for this process as well as SAP incident resolution times can be reduced using the ITSM Connector for SAP.
ITSM Connector for SAP from STA Technologies is an SAP certified add-on that effectively bridges SAP applications and the ITSM platform. It allows SAP users to create Jira tickets directly from SAP and works with all SAP S/4HANA releases. Tickets can be directly created from the SAP GUI and Fiori applications, where a problem is encountered by following a few simple steps.
- The ‘Create Support Message’ menu item in SAP GUI or pressing a dedicated button on the Fiori toolbar can be used to initiate Jira ticket creation, followed by which, a screenshot and description are added to the ticket.
- The business context of the problem (contents of the screen fields and their technical details) is attached automatically to the ticket in the form of an Excel sheet.
- Crucial information about the current SAP transaction, SAP system, user, last error message, and other details are also automatically attached to the ticket.
- This speeds up the resolution process, eliminating the need for back-and-forth email communication. With this information, support teams can start working on arriving at a solution immediately.
The Power of Integration
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Through integration of SAP and Jira systems, ITSM Connector for SAP leads to 30% faster SAP incident resolution time and speeds up testing process. The solution comes with a 30-day free trial and takes a few hours for installation including configuration.
“This seamless integration also reduced our training needs, cut down on email traffic, and made it easier for our SAP team to collect data for their change management process.” said John Mark Kennedy, Director, IT Governance, Risk, & Compliance at MCC Label.
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