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SAP Solution Manager & SAP ITSM

Hello,

I'm working in a project to implement a Service Desk tool based on ITIL best practice (we don´t have one). I'm evaluating tools like as: HP Service Desk, IBM Tivoli and CA Service Manager. Looking for information about other tools, in the Pink Elefant Verify web page (http://www.pinkelephant.com/PinkVERIFY/PinkVERIFY3-0Toolsets.htm), I found the SAP IT Service Management 7.0.

That I wish to know is:

1. Somebody have experience implementing SAP ITSM based on ITIL best practices?

2. Is It a good solution to manage SAP and no-SAP (the rest of IT compoments) requeriments and incidents?

Thanks,

Pedro

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