The SAP Solution Manager is a complex software solution offered by the SAP AG for the maintainance, administration and surveillance of SAP system landscapes. With the help of the Solution Manager it is possible to depict processes in an ITIL V3-compliant manner. The SAP UCC in Magdeburg has been operating SAP Solution Manager systems since 2007 and thus was among the first pilot partners of the SAP AG for the introduction of the Solution Manager. Due to the intensive cooperation with the SAP product development (expert-guided implementation) it was possible to organize the introductory process in an efficient manner.

Through the implementation of the SAP Solution Manager, the existing internal processes of the Application Incident Management and of the Customer Data Management of the UCC Magdeburg have been redesigned in an ITIL-compliant way. Since 2010, for this purpose, the whole customer service process has been handled as a Ticket System by a Service Desk which is integrated into the SAP systems of the companies using it. Additionally, the customer administration and the maintainance of the SAP system landscape in the UCC Magdeburg takes place through the Solution Manager. Therefore, based on the existing data structures, individual information systems such as Customer Self Service (CSS) and Employee Self Service (ESS) have been developed.

Even beyond the application of the SAP Solution Manager in the UCC Magdeburg, the software is applied in the context of the UCC product range in research and teaching of institutions which participate in the SAP UA programm. Therefrom derived among other things a curriculum focusing on project management which was created in cooperation with the Niederrhein University. Currently, the expansion of the functionality of the Solution Manager in the UCC Magdeburg is being worked on (e.g. for the business process monitoring and the system monitoring). This is a further step in the direction of the ITIL-compliant provision of services in the UCC Magdeburg.