incident problem management Überblick
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© 2011 SAP AG. All rights reserved. 2
Application Incident Management Infrastructure
Projects
SAP CRM
IT Service Mgmt.
SAP ERP (HR, FI,
Asset)
SAP CRM Service
ERP, SCM,…
SAP Business Suite
Montoring & Alerting
Change
ManagementTest Management
Root Cause AnalysisInteroperability
with ALM processes
SAP
Collaboration
Customer
Incident &
Service
Request
ManagementService Level
Management
Installed-Base
& Object
Management
Knowledge
Management
Change
Management
Problem
Management
© 2011 SAP AG. All rights reserved. 3
Application Incident Management Overview- Process
Enduser Self
Service
Receive
Search
Forward
Provide Solution
Analytics
SAP solutions
Incident & Problem Management
Dispatch
Analyze3rd party Help Desk
Phone & E-Mail via
Interaction Center
ALM process (Test,
Implementation,
Alert,etc.)
SAP Support
Change Request
3rd party Help Desk
Tasks
Known Error
Incident inbound channels Incident/Problem follow-ups
© 2011 SAP AG. All rights reserved. 4
New sales opportunity
received via mobile deviceEntered in SAP ERP /
CRM System
Saved in 3rd party
databasePrinting
of Invoice
Application Incident Management Use case - IT Service Management
ITSM for the whole IT customer solution
Enterprise Support
SAP
Components DatabaseMobile Printer
SAP Solution Manager
Solution Documentation(Business Process Descriptions)
„Need
Firm-ware
update“
„Low perfor-
mance in
PO1“
„Can´t save
my data“„Printer is
out of
paper“
Resolve
Repair
Research
© 2011 SAP AG. All rights reserved. 5
Business User Key UserSAP ServiceMarketplace
Customer SAP
SAP Application
SAPNotes
Database
CustomerKnowledgeDatabase
SAP Support
Search for
Solution
Incident is
recorded
Forward
Problem
Solution
Root Cause
Root Cause
Solution
Root Cause
Application Incident Management Use case - SAP support centric use case
© 2011 SAP AG. All rights reserved. 7
Following SAP Frontends
are supported:
SAP GUI
SAP Netweaver
Business Client
SAP Portal
SAP CRM WebClient
Application Incident Management SAP Frontend Integration
The SAP Frontends have an preconfigured integration into the Application Incident Management of SAP Solution Manager .The user of SAP solutions can create incidents out of their current transaction. The incident will be enriched automatically with system information (e.g. User, Support Package level, transaction, etc.)The SAP component is auto-assigned based on the transaction from where the user creates the incident.
© 2011 SAP AG. All rights reserved. 8
Application Incident Management Web Self Service for Reporter configurable on Web Client
The Business role ITSM_Requestor is designed to create incident messages in an
end user self service scenario.
The Business role can be configured to customers requirements
© 2011 SAP AG. All rights reserved. 9
Application Incident Management Web Self Service for Reporter WorkCenter Incident Management
SAP Solution Manager still provides a Work Center UI for Application Incident Management.It contains a preconfigured role for end users to
Report new incidents
Track, reply and confirm the own incidents
and a preconfigured UI for message processor to
Define own search queries
Status overview
Monitor a watch list
Preview on incidents
© 2011 SAP AG. All rights reserved. 10
Application Incident ManagementInteraction Center* for IT Service Desk Agents (1)
All functionality relevant for IT service desk agents can be found in the IT Service Desk Agent role.
*Pricelist component
© 2011 SAP AG. All rights reserved. 11
Application Incident ManagementInteraction Center for IT Service Desk Agents (2)
SAP CRM Interaction Center provides IT service desk agents with a multifunctional framework including all of the tools they need for their jobs:
Role-based access
Account identification with object and installation identification
Interaction History
Incident, Problem, Request for Change Management
Agent Inbox
Knowledge Article Search
E-Mail Response Management System
Scripting, Alerts and Messages
Transaction Launcher
Optional integration with SAP Business Communication Managementor 3rd party telephony system
© 2011 SAP AG. All rights reserved. 12
Application Incident ManagementE-Mail inbound
Automatic creation of Incidents and problems based on ERMS processed
inbound e-mails
Automatic linking of reply e-mails to the
original Incident / problem
Routing of a generated service
request / problem to a specific
service team
or employee responsible
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
Incidents and problems are now enabled for
E-Mail Response Management System in Interaction Center environments,
allowing:
© 2011 SAP AG. All rights reserved. 13
Application Incident Management Build & Design Phase
Build& Design Test Deploy Operate
Makes Business Blueprint and Configuration issues transparent
Create & track issues in configurationCreate & track issues in
design
© 2011 SAP AG. All rights reserved. 14
Build& Design Test Deploy Operate
Error while testing
Create a Service Desk message with
context of test case
Determine route to test case owner
Set status of test to „error‟
Test case successfully finished
Testing
Integration Testing
Resolve error and return to tester
Retest the test case and confirm Service
Desk message
Use Service Desk for central test defect resolution
Log & track test defects
Application Incident Management Test Phase
© 2011 SAP AG. All rights reserved. 15
Application Incident Management Deploy Phase
Create follow-up activity to deploy changes to resolve an incident
Build& DesignTest Deploy Operate
Create a Change Document
Support employee creates follow-up
Change Request from incident
Implement SAP Note
Change Request confirmed by
Change Manager
Incident
Solve incident with SAP note
Test changes
Deploy in productive system
Feedback to support employee/
requester
Service Desk to log business change requirement
© 2011 SAP AG. All rights reserved. 16
Application Incident Management Operate Phase
Business Process Monitoring
alerts
Technical Alert Monitor
Build& DesignTest Deploy Operate
Application Incident Management supports the workflow for resolution
of alerts , increases the availability of the IT solution, and minimizes
negative business impacts
© 2011 SAP AG. All rights reserved. 17
SAP Solution Manager offers a bi-directional interface that enables the exchange
of messages between Service Desk and third party help desk tools or another
SAP Solution Manager Service Desk. It enables customer to use SAP Solution
Manager for SAP related incidents in addition to an existing Help Desk tool.
Application Incident Management 3rd party Help Desk integration
© 2011 SAP AG. All rights reserved. 18
Application Incident Management Integration with SAP CRM Shared Service (1)
SAP Service
ManagementBilling and Cost
Allocation
Finance
Management
Resource
Management
Service
Manage-
ment
Asset Mgmt
Application Incident Management
IT
• SAP CRM Release 7.0 provides a standard interface to SAP Solution Manager, for Incident
Management.
• Incident messages can be transferred from CRM to the SAP Solution Manager for further processing,
e.g. by Global SAP Support.
• The incident messages are replicated and the CRM status keeps synchronized while the processing in
SAP Solution Manager.
© 2011 SAP AG. All rights reserved. 19
© SAP 2009 / Page
Application Incident ManagementIntegration with SAP CRM Shared Service (2)
If an incident you have created in the SAP CRM
system needs to be processed in the SAP Solution
Manager system, you can set the SAP Solution
Manager Process status. This will create a
corresponding incident in the SAP Solution
Manager and the incident will be processed there.
Status and other updates will be reflected in the
SAP CRM system.
The IT service desk agents
and IT service professionals
have easy access to the
SAP Solution Manager work
centers, e.g. if they quickly
want to check some
information about an SAP
application.
Incident Details
© 2011 SAP AG. All rights reserved. 21
“The Objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented”
SAP Solution Manager supports the complete processes of Incident Management and Problem Management and offers a high integration with SAP and IT environment. This helps customers to lower the meantime to resolution and by this to increase the availability of mission critical business processes and to gain 100% transparency on issues and challenges.
“
Application Incident Managementfrom a ITIL perspective
Information Technology Infrastructure Library
(ITIL)
© 2011 SAP AG. All rights reserved. 22
Application Incident ManagementIncident Details (1)
In the Incident (Service
Request) Details
you can document
who has reported the
issue and who is
responsible for it
the processing status
SLA dates
the impact, urgency,
priority and multiple
categories
textual descriptions of
diverse text types
which objects are
affected
whether the incident is
assigned to a
problem, request for
change, or knowledge
article
In the incident you have
access to
Dispatch
Auto Complete
Find Related
Problems
Find Knowledge
Articles
Unlock
Send E-Mail
Print / Print Preview
You can create an incident ‚from
scratch„ or from a template.
You can copy an existing incident
You can create follow-up transactions
from the incident, for example, a
problem or a change request
© 2011 SAP AG. All rights reserved. 23
Application Incident ManagementIncident Details (2)
In the incident, you have access to detailed
information such as
SAP Attributes and Collaboration activities
Related knowledge articles and further related
transactions
Attachments and notes (correspondence, SAP Notes)
ALM process integration (Testcase defects, Alerts,)
Information about related Business processes
Date and duration information
Time recording
Organizational data and parties involved
Change history and processing log
3rd party Help Desk interfaces
© 2011 SAP AG. All rights reserved. 24
Application Incident ManagementProblem Details (1)
In the Problem Details
you can document
who has reported the
issue and who is
responsible for it
the processing status
and requested start and
end date
the impact, urgency,
priority, problem
category and further
categories
textual descriptions of
diverse text types
which objects are
affected
whether the problem is
assigned to a
knowledge article or
request for change
© 2011 SAP AG. All rights reserved. 25
In the problem you have
access to
Dispatch
Auto Complete
Find Knowledge Articles
Send E-Mail
Print / Print Preview
Display Object Relationships
You can create a problem ‚from
scratch„ or from a template.
You can copy an existing problem
You can create follow-up
transactions from the problem, for
example, a knowledge article or a
service confirmation
Application Incident ManagementProblem Details (2)
© 2011 SAP AG. All rights reserved. 26
Application Incident ManagementRelated Incidents
If several incidents (or service requests) are probably related to the same root cause, the IT service professional can assign these incidents to a problem.
The IT service professional can search for the incidents via value help, or via “Find Related Incidents“.
“Find Related Incidents“ gives a list of incidents which have the same catalog categorization as the problem. The IT service professional can select the relevant incident/s and assign them to the problem.
To stop individual processing of the incidents, the IT service professional can lock the incidents to the problem, so that only the problem needs to be completed and the locked incidents will then be automatically closed.
© 2011 SAP AG. All rights reserved. 27
Application Incident ManagementUnlock an Incident from a Problem
An incident can be assigned and locked to a problem (or also a request for change). In
this case the incident will not be processed individually. The completion of the
problem (request for change) will automatically close the incident.
If an incident is locked to a problem (request for change)
but the IT service professional would like to process it
individually after all, the employee can select ”Unlock“ in
the incident to open the incident again
for processing.
© 2011 SAP AG. All rights reserved. 28
Application Incident ManagementCreate Knowledge Article as Follow-Up
If you have found the reason
for a problem, you might want
to create a knowledge article
for it.
From the problem you can
create a knowledge article
through “Create Follow-Up”.
The new knowledge article can
then be used for issue
resolution of future incidents.
© 2011 SAP AG. All rights reserved. 30
Application Incident ManagementProblem Overview
Nearly all functions as described for the Incident also apply to the problem.Not included in the problem are: • Unlock• Find Related Problem• Process Flow of Service
RequestIn addition to incident functions, the problem offers:• Related Incidents
assignment block to bundle incidents
• Pricing, shipping and billing assignment blocks
A problem is an incident to which one or more incidents are assigned and locked. When many
incidents are locked to a problem, users process only that problem rather than processing
multiple incidents individually.
© 2011 SAP AG. All rights reserved. 31
Application Incident ManagementSLA Determination and Date Calculation
Service and response profiles can be assigned to several SLA-relevant
objects, such as contracts, products, objects, installed bases, and sold-to
parties.
In the Incident, the service and response profiles can be flexibly determined
from these objects based on a determination procedure.
Dates like “To Do By“ can be automatically calculated based on the service
and response profile information.
© 2011 SAP AG. All rights reserved. 32
Application Incident ManagementEscalation
Due < Current?
When the due date of an incident,
problem, or request for change is
exceeded it can be escalated by a
background action.
Escalation level is increased
Escalation date is set
The transaction can be escalated in two
levels.
Escalations can be lowered by a
manual action in the transaction.
Escalation level is reduced
Escalation date is deleted
© 2011 SAP AG. All rights reserved. 33
Application Incident ManagementSolution Categorization
Solution categories are used to classify
problems, for example, as known error or
problem caused by change.
The solution categorization can be set
after a final solution has been found. It
has mainly reporting benefits to analyze
the efficiency of the Problem
Management.
© 2011 SAP AG. All rights reserved. 34
Application Incident ManagementFunctions Based on Multilevel Categorization (1)
The incident / problem can be categorized on multiple levels with several
categorization blocks.
To “auto complete“ a Incident, the processor needs to select a categorization
and the system can then find and copy a template which was assigned to this
categorization
Problems with the same categorization as entered in the Incident can be
proposed by the system when choosing “Find Related Problems“
Knowledge articles with the same categorization as entered in the Incident can
be proposed by the system when choosing “Find Knowledge Articles“
© 2011 SAP AG. All rights reserved. 35
Application Incident ManagementExample: Find Knowledge Articles (2)
„Find Knowledge Articles‟ finds knowledge articles which have the same categorization on header level as
a incident, problem, or request for change.
© 2011 SAP AG. All rights reserved. 36
Application Incident ManagementDispatch
Dispatching allows to assign a incident / problem to another employee or
service team based on flexibly definable rules, for example if a help-desk
agent cannot solve an issue remotely and wants to dispatch the incident to
the 2nd level support.
Rules for dispatching are set up in the Rule Modeler.
© 2011 SAP AG. All rights reserved. 37
Application Incident ManagementKnowledge Article Integration
Knowledge Articles assignment block: Search for relevant knowledge articles via F4
help
Find knowledge articles (from the “More“ button on header level): Proposes
knowledge articles which have the same categorization as the Incident
Suggest knowledge articles (from the Knowledge Articles assignment block):
Proposes knowledge articles which are assigned to a category in the categorization
schema
To help process the Incident, the processor can search for knowledge articles in
the Incident:
© 2011 SAP AG. All rights reserved. 38
Application Incident ManagementDurations
The system can automatically calculate the duration of a Incident.
Per default, two duration types are delivered:
Work duration: Calculates the time a transaction was in work, but not in status “Customer Action“
Total duration: Calculates the total time it took to complete the transaction
You can display durations in the Dates assignment block as well as in the Service Level
Agreement assignment block.
© 2011 SAP AG. All rights reserved. 39
Application Incident ManagementFollow-Up Transactions and Scheduled Actions
You can configure the system so that you can create all sorts of transactions
as follow-up of a Incident, for example a Request for Change:
You can schedule and execute actions in the Incident:
© 2011 SAP AG. All rights reserved. 40
Application Incident ManagementRelated Transactions
In the Related Transactions assignment block,
the system automatically updates links to transactions which are related to
the Incident processing, e.g. the Interaction Record, a service contract, or a
knowledge article which was created as follow-up of the Incident
you can manually add any further transactions which are relevant for the
Incident to refer to them
© 2011 SAP AG. All rights reserved. 41
Application Incident ManagementDisplay Object Relationships
If object relationships exist for an object entered on the Incident„s header,
you can display the relationships from the Incident.
© 2011 SAP AG. All rights reserved. 42
Application Incident ManagementProcessing Log
The processing log provides a consolidated audit trail of changes made to a
transaction
Various log types are available for selection
One type can be defaulted for viewing
Changes to fields can be logged selectively
© 2011 SAP AG. All rights reserved. 43
Application Incident ManagementTime Recording
Time Recording enables fast and easy entry of time spent working on a
incident or problem:
Time record details can contain: Actual duration, employee responsible, service
product quantity, service type, valuation type, etc.
Typically the user only needs to enter the actual duration and start time
If you have SAP CRM Service Confirmation Management activated, the system automatically creates a
service confirmation item per entered time record
© 2011 SAP AG. All rights reserved. 44
Application Incident ManagementAuto Suggest Knowledge Article Alert in Interaction Center
To automatically inform agents about knowledge articles matching the
service transaction„s categorization, an alert can be set up:
From the alert, the agent can:
access the list of proposed knowledge articles
review the knowledge articles details
send the knowledge articles via e-mail
© 2011 SAP AG. All rights reserved. 45
Application Incident ManagementAttachments
The Attachment Assignment Block offers to upload any document from your hard
disk or to link to existing documents in the content of the Knowledge Database
Any changes on attachments are saved in versions.
It is possible to check in /check out documents of the attachment AB.
A where used list shows all related documents where the attachment is linked to.
© 2011 SAP AG. All rights reserved. 46
Application Incident Management Business Role SOLMANPRO with SAP Solution Manager specific enhancements
The Business Role „ SOLMANPRO“ is designed to process professionally incidents,
problems, requests for changes and change documents. It substitutes the existing
CRM role „ITSERVICEPRO“
The role includes functional enhancements and deep integration in ALM processes
of SAP Solution Manager.
It runs integrated in the existing
SAP ITSM
functionalities, so
typical SAP CRM
or SAP ITSM
functionalities can
further be used .
© 2011 SAP AG. All rights reserved. 47
Application Incident ManagementSubstitutes
In the Work Center Incident
Management , you can easily
define substitutions.
Who is substitute for me in a
specific period and receive all my
work items.
For whom I substitute in a specific
period and receive all his work
items.
Alternatively the substitution can
also be set in the Business
Partner Master data with
relationships.
© 2011 SAP AG. All rights reserved. 48
Application Incident ManagementBusiness Process assignment
In the Assignment Block „Projects“ it is possible to assign any process /
process step based on the Solution documentation (in transaction solar01).
Multiple assignments are possible.
If an incident was reported out of the Business Blueprint, the process
assignment is automatically done.
You can e.g. display all incidents based on Business process search
© 2011 SAP AG. All rights reserved. 49
Application Incident ManagementSAP Collaboration (1)
The Assignment Block „Sap Collaboration“ is used to create SAAp support messages.
It guides the user through several steps where at the end the incident / problem will create
a corresponding message in SAP Support Backbone.
All the further communication with SAP can be done here
Before sending a message to SAP we recommend to search in the SAP xSearch, which is
search over all known SAP sources, such as SAP notes, SAP library, SAP SDN, etc.
© 2011 SAP AG. All rights reserved. 50
Application Incident ManagementSAP Collaboration (2)
It is also possible to open a service connection to SAP and maintain login data, so SAP
support employees can remote login and make an analysis.
The guided procedure collects again all relevant data, that you want to send to SAP
Support
In case the priority is high or very high it would also be necessary to maintain Business
consequences.
© 2011 SAP AG. All rights reserved. 51
Application Incident ManagementSAP Collaboration (3)
With a prerequisite check, it will be avoided that messages would not be created, because
of e.g. a mismatch with the assigned S-user and installation number.
In the final step you get an overview about all data that would be send to SAP.
In the AB you also would confirm the SAP message and fill in the Positive Call Closure.
© 2011 SAP AG. All rights reserved. 52
Application Incident ManagementSAP Notes
In the SAP Notes Assignment Block the Sap notes that has been attached in the SAP
message will be displayed.
It is also possible to add manually SAP notes or to start the SAP Notes search on SAP
Service Marketplace.
© 2011 SAP AG. All rights reserved. 53
Application Incident ManagementText Management
Better overview about text log history
Use text templates (personnel or system templates)
Maintain own text templates(personnel or system templates)
Use filter to focus on specific text types
Activate /Deactivate the display of the system context
Increase / Decrease the text area
Activate / Deactivate the Rich text formatting
© 2011 SAP AG. All rights reserved. 54
Application Incident ManagementTest defect Management
Find detailed information about the the related test case if the incident was created
out of SAP Solution Manager Test Management in case of an test defect.
Use the Incident Management search to find all incidents related to an Testplan.
© 2011 SAP AG. All rights reserved. 55
Application Incident ManagementBusiness Process Monitoring Alerts
The Assignment Block shows the relevant Project or Solution and the process in
which the Business Process Monitoring has detected an alert. Those alerts can
automatically trigger to create an incident message.
In this AB it is possible to identify which Business process is affected and if you
show the alert you will get further details of the monitoring alert.
© 2011 SAP AG. All rights reserved. 56
Application Incident Management3rd party interface
If the 3rd party Web Service interface is activated to connect SAP Solution Manager
to another Help Desk system, in this Assignment Block the synchronization per
incident would be managed.
It is possible to be connected with multiple 3rd party systems
You can trigger manual actions, such as synchronize, send message, etc. here
© 2011 SAP AG. All rights reserved. 57
Application Incident ManagementIndividual actions
There are individual actions that are
preconfigured in SAP Solution Manager .
Most of them are bundled with conditions
and are therefore processed in background.
The actions that can be triggered manually
could be performed in the Assignment Block
„Scheduled actions“
Alternatively the actions that start a method
could also be triggered in the Menu bar.
Customers can use the actions to realize
individual steps in the support process
Dispatch to different team
Z_Action1
Z_Action2
© 2011 SAP AG. All rights reserved. 58
Application Incident ManagementSLA Alerts & Escalation
Definition of Service times
Definition of IRT and MPT times based on
priorities
Maintain SLA relevant Status
Automatic Recalculation of IRT/ MPT in
case of Status- or Priority changes
Percentage of left over time of reaction
and processing time
Definition of percentage level which is
setting an additional escalation status
Escalation triggers notification to an
Business Partner (to specified which?).
© 2011 SAP AG. All rights reserved. 59
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