![\"SolManIV\"](\"https:\/\/e3mag.com\/wp-content\/uploads\/2016\/10\/SolManIV.jpg\" "\\"Solman")
<\/a>Peter Weisbach<\/strong>IT Service Management is a way for IT to organize itself.<\/p>\nThe IT Infrastructure Library (ITIL) forms the basis of this framework. ITSM took a major step forward with its introduction 15 years ago.<\/p>
<\/a><\/div>\nOriginating from asset management and the helpdesk, the ITSM market has now reached a very high level of maturity. Over time, concepts such as Configuration Management Database (CMDB), Business Service Management and later Big Data have been added.<\/p>\n
Driven by the digital transformation and the associated increase in demand for automated processes throughout the company, IT service management is currently evolving into enterprise service management.<\/p>\n
How do you assess the current process maturity and quality of ITSM tools and which ones are available?<\/h3>\n
Weisbach<\/strong>: Process maturity in IT service management has risen sharply in recent years.<\/p>\n There are now numerous powerful ITSM solutions that can be easily integrated into existing landscapes and whose process coverage is based on ITIL; examples include service desks with incident, problem and change management.<\/p>\n As of today, around 85 percent of medium-sized and large companies in Germany rely on ITIL for IT service management.<\/p>\n Nevertheless, there is potential for optimization. For efficient service management, it is very important - regardless of the tool - that key processes in the company are defined and the key figures developed from them are known.<\/p>\n However, recognizing and then describing the relevant processes is very time-consuming.<\/p>\n There are thousands of standard processes in SAP applications, for example. It would be a real added value if service management software could already provide the essential processes and possibly one or two key figures as a basis. We still see many opportunities here.<\/p>\n Weisbach:<\/strong> In principle, ITSM is relevant for every company.<\/p>\n SAP Solution Manager offers SAP customers a comprehensive portfolio that can be used to map all ITSM topics. The application is certified in 15 ITIL processes for service provision.<\/p>\n This gives SAP customers the most important ITSM tool at their fingertips. There is also the option of making better use of the potential of Solution Manager with selected add-ons.<\/p>\n One example of this is Realtech vSIM. The add-on allows services, service objects and their relationships to be automatically recorded, visualized and modelled in the Solution Manager.<\/p>\n The result:<\/strong> More transparency, more efficiency, greater business benefits. Nevertheless, the next market trend, Enterprise Service Management (ESM), is just around the corner.<\/p>\n Weisbach:<\/strong> Enterprise Service Management stands for the servicing of the entire company.<\/p>\n Digitalization is bringing service management methods and tools from the IT sector more and more into the focus of business decision-makers. They want to transfer the service concept that we know from IT to the entire company.<\/p>\n In other words, all specialist departments should and want to standardize their services in such a way that services from different departments can be used and planned efficiently, conveniently and with consistent quality.<\/p>\n The specialist departments will therefore be both service suppliers and service users in the future.<\/p>\n This development is supported by increasing automation, which makes it ever easier to introduce new IT solutions in companies.<\/p>\n Weisbach: <\/strong>Business Service Management (BSM) has made it possible to visualize business-relevant IT processes and the associated services.<\/p>\n The aim was to improve coordination between IT and business and to know which business processes depend on which IT processes.<\/p>\n Enterprise Service Management will be the next step: In the coming years, a wide variety of business processes will increasingly be included alongside IT processes.<\/p>\n This development is being driven by the rapid advance of automation, which is much more advanced today than it was a few years ago in BSM. A development that is already visible in many specialist departments.<\/p>\n Weisbach:<\/strong> ESM is a growth market that is becoming increasingly important - for SAP customers and non-SAP customers alike.<\/p>\n A strong driver for the ESM market is clearly digitalization, which is transforming entire markets and companies, especially the industry.<\/p>\n While many companies have previously supplied products and technologies, they are increasingly having to provide services.<\/p>\n Services are also becoming more important within companies beyond IT - the answer is efficient enterprise service management.<\/p>\n However, in order to map more and more cross-company processes and services outside of IT, all companies, including SAP customers, must develop or expand their digital skills.<\/p>\n Weisbach:<\/strong> IT can play a real pioneering role here, as it can contribute valuable experience - after all, it has been organizing its processes and services according to ITIL specifications for many years.<\/p>\n In addition, experienced technology companies such as Realtech can support IT on the path to digital transformation with expertise ranging from ITSM to BSM and ESM.<\/p>\n ESM will expand the area of application of SAP Solution Manager. Existing SAP customers will therefore benefit from ESM in the same way as other companies: by standardizing and automating their processes beyond IT.<\/p>\n This improves their efficiency, creates cross-departmental transparency and reduces effort and costs. The business benefits will inevitably increase.<\/p>\n In particular, solutions that complement SAP Service Management can offer SAP customers great added value. These make it possible, for example, to record and visualize data and provide service management tools - all largely automated.<\/p>\n Weisbach:<\/strong> The importance of ESM will continue to grow in the coming years. No company will be able to ignore the development towards ESM - regardless of which solution they work with.<\/p>\n SAP will also follow the digitalization trend and increasingly offer additional services to complement SAP Solution Manager.<\/p>\n A DSAG survey recently revealed that the digital transformation has also arrived at existing SAP companies.<\/p>\n Around 80 percent of the companies surveyed attach great or very great importance to it.<\/p>\n They expect the greatest impact to be in the areas of business processes, workflows and customer access - in other words, important areas of ESM.<\/p>\n A study by Research in Action, RIA, recently described Realtech as the go-to company for SAP customers.<\/p>\n Weisbach:<\/strong> Coming from ITSM, Realtech offers a comprehensive service management portfolio.<\/p>\n We are particularly strong in the area of data process integration, i.e. the automated collection and provision of data.<\/p>\n Added to this is our long-standing technology partnership with SAP, on which our extensive expertise in SAP Solution Manager is based.<\/p>\n This special combination allows us to build intelligent bridges between SAP and service management processes. If you look at the German market, there is no other German company with a similar offering.<\/p>\n Just like our own products and services, we will also focus our solutions for SAP customers even more strongly on the area of Enterprise Service Management in future - in a modular way, so that customers can decide for themselves when they take which step in their service process.<\/p>\n We expect demand from the SAP environment to increase in the future. <\/p>","protected":false},"excerpt":{"rendered":" IT service management is no longer a topic that only large corporations deal with. E-3 spoke with Peter Weisbach, Realtech's Managing Director for Germany, about the opportunities for ITSM in the midmarket and about the market for enterprise service management in the SAP community.<\/p>","protected":false},"author":38,"featured_media":4944,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"pmpro_default_level":"","footnotes":""},"categories":[5,704],"tags":[600,4944,5331,378,5332,4941,4427,286,1429],"coauthors":[19920],"class_list":["post-6325","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-it-management","category-mag1610","tag-digitale-transformation","tag-enterprise-service-management","tag-esm","tag-itil","tag-itsm","tag-realtech","tag-sap-bestandskunden","tag-solman","tag-solution-manager","pmpro-has-access"],"acf":[],"featured_image_urls_v2":{"full":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"thumbnail":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-150x150.jpg",150,150,true],"medium":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",400,274,false],"medium_large":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-768x526.jpg",768,526,true],"large":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"image-100":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-100x69.jpg",100,69,true],"image-480":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-480x329.jpg",480,329,true],"image-640":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-640x438.jpg",640,438,true],"image-720":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-720x493.jpg",720,493,true],"image-960":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-960x658.jpg",960,658,true],"image-1168":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"image-1440":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"image-1920":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"1536x1536":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"2048x2048":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"trp-custom-language-flag":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",18,12,false],"bricks_large_16x9":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",985,675,false],"bricks_large":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"bricks_large_square":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",1000,685,false],"bricks_medium":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",600,411,false],"bricks_medium_square":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview.jpg",600,411,false],"profile_24":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-24x24.jpg",24,24,true],"profile_48":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-48x48.jpg",48,48,true],"profile_96":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-96x96.jpg",96,96,true],"profile_150":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-150x150.jpg",150,150,true],"profile_300":["https:\/\/e3mag.com\/wp-content\/uploads\/2016\/12\/E3-Interview-300x300.jpg",300,300,true]},"post_excerpt_stackable_v2":" IT Service Management ist schon kein Thema mehr, mit dem sich nur Gro\u00dfkonzernen besch\u00e4ftigen. E-3 sprach mit Peter Weisbach, dem Deutschland-Gesch\u00e4ftsf\u00fchrer von Realtech, \u00fcber die Chancen von ITSM im Mittelstand und \u00fcber den Markt von Enterprise Service Management in der SAP-Community.<\/p>\n","category_list_v2":"IT-Management<\/a>, MAG 16-10<\/a>","author_info_v2":{"name":"E-3 Magazine","url":"https:\/\/e3mag.com\/en\/author\/e-3-magazin\/"},"comments_num_v2":"0 comments","_links":{"self":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts\/6325","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/users\/38"}],"replies":[{"embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/comments?post=6325"}],"version-history":[{"count":0,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts\/6325\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/media\/4944"}],"wp:attachment":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/media?parent=6325"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/categories?post=6325"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/tags?post=6325"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/coauthors?post=6325"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}How and where is ITSM relevant for an existing SAP customer who is completely satisfied with SolMan?<\/strong><\/h3>\n
What are the differences? What trend do you recognize?<\/h3>\n
Business Service Management and ITIL have already tried to bridge the gap between IT and business - how is Enterprise Service Management different?<\/strong><\/h3>\n
How will the market for Enterprise Service Management develop in the SAP community?<\/h3>\n
What role will IT play in this?<\/h3>\n
What importance will SAP, its partners and existing customers attach to the ESM by 2025?<\/h3>\n
What sets you apart from other providers?<\/h3>\n
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\n<\/strong><\/p>\n