Stay ahead of the curve with IT Service Management (ITSM)! This comprehensive guide provides everything you'll need to work effectively with the latest versions of ChaRM and Application Incident Management (the new Service Desk). You'll get an overview of ITSM, its user interfaces, and how to prepare your system to support it. If you're already familiar with ITSM, skip ahead to find in-depth configuration and functionality details on AIM and ChaRM. Follow step-by-step instructions and screenshots that explain what these different tools accomplish, how to configure them, and how to use them. You'll also learn how to work with the software with expert, practical tips and best practices gained from the author's experience. With this all-in-one resource to ITSM, you'll be using the new and improved functionalities in SAP Solution Manager in no time! Highlights Include: Application Incident Management (AIM) Change Request Management (ChaRM) SAP CRM Web UI Application Lifecycle Management integration Roles and responsibilities End-to-end setup activities Approval management procedures Transport Management System SAP and non-SAP changes Deltas between 7.0 and 7.1 Reporting and analytics Core and extended ITSM features