Incident/ticket/task management in CALM?

[YK7]

Dear colleagues,

Regarding Incident/ticket/task management - are the following statements correct:

- in SolMan there was incident/ticket/task management similar to OSS, in CALM this is not exist, is this correct?

is this function still coming? 

are there alternatives?

#CALM #CloudALM

[ChrisGela · Accepted solution]

Hi,

I'm also interested in the answer - from what I've seen so far, SAP have no alternative for the service desk (with regards to CALM)

https://support.sap.com/content/dam/support/en_us/library/ssp/alm/QA_ALM.pdf 

I am using the service desk in SAP Solution Manager extensively. How do I move to SAP Cloud ALM,
which offers no service desk?
SAP Cloud ALM does not include an IT Service Desk. But you can integrate SAP Cloud ALM with service desks via generic APIs.

Regards,

Chris

[ChrisGela · Accepted solution]

also see https://support.sap.com/en/alm/sap-cloud-alm/transition-to-sap-cloud-alm.html?anchorId=section_14666...

IT Service Management > not in scope for CALM > according to SAP, you'll need a 3rd party solution?

Functional comparison: IT Service Management

SAP Solution ManagerSAP Cloud ALM

ITSM

Central message management and processing Allow to connect to an external help desk, set up service connections, and access SAP Service & Support.

IT Service Management functionality is not in scope.

Transition Information

SAP Cloud ALM does not provide IT Service Management, therefore no transition is required.

If customers have used ITSM in SAP Solution Manager, SAP recommends to plan a transition to a 3rd party ITSM tool.

https://support.sap.com/en/alm/sap-cloud-alm/transition-to-sap-cloud-alm/transition-to-calm-implemen...