SAP support often begins with a simple question: "What needs to be changed in the system to solve this problem?" More and more often, I find that before looking for a technical solution, it is worth taking a step back and understanding what is actually happening across the entire business process and management landscape. A change in SAP is not always necessary. The source of a challenge may be the data, the way people work, unclear responsibilities, or the process itself. This is where an interesting area emerges between Service Management, business, and IT. In many organizations, especially those using ERP software, it is worth taking a broader view of business processes.
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