A.05.80 HP Management Platform Synchronization Installation and Reference Manual (July 2012, 5900-0894)

Appendix A
48
5 SAP SolMan integration
5-1 Prerequisites
The installation of the integration requires that the two software packages Solution Manager Service
Desk and HP Instant Remote Support Advanced are deployed and working and that the required
workflow processes are understood and ready to implement.
 HP Instant Remote Support Advanced requires a CMS with HP SIM installed
 The Management Platform Synchronizer (MPS) needs to be installed as described in this
document.
 SAP SolMan (Solution Manager) Service Desk SP 18
 The Web Service interface in Solution Manager needs to be installed and configured.
NOTE: Refer to the following document for further information: Integration of 3rd-Party Help
Desks with SAP Solution Manager - Configuration of 3rd-Party interface
https://websmp209.sap-ag.de/~sapidb/011000358700000176252009E/index.htm
A SAP password is required to access the document.
5-1-1 Features and Benefits
 The customer can log and transfer an incident for HP directly in the Solution Manager Service
Desk (SolMan SD).
 If, for example an operating system or network issue needs to be addressed to HP support, the
ticket can be opened in SolMan SD and sent directly to HP for processing.
 The ticket will use the Insight RSA infrastructure to add customer configuration information.
 Update/close status information will be sent back to the SolMan SD.
 The customer can use the same tool to address incidents either to SAP or to HP for
processing.
 All SAP environment-related incident information is located and accessible in one place.
 The incident management process is simplified for faster resolution of incidents.