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Explore our IT Services Management Scenarios- ITSM

Explore our list of ITSM solutions that are available to be readily used. Search them by various dimensions.

Domain Description Use Case Examples
Financial Management Management of financial processes and transactions  
Accounting document processing Automating invoice generation, approval, and payment
Fixed asset management Tracking and managing depreciation of assets
Credit processing Handling customer credit applications and collections
Financial planning Creating budgets and forecasting financial performance
Payment processing Optimizing payment processing for vendors and suppliers
Logistics and Procurement Management of supply chain and procurement processes  
Goods and services acknowledgement Confirming receipt of goods or services to expedite payment
Inbound and outbound delivery processing Tracking deliveries and shipments for real-time visibility
Purchase contract and order processing Streamlining procurement processes for efficiency
RFQ processing Managing requests for quotes (RFQs) to obtain best pricing
Return processing Handling customer returns efficiently for improved satisfaction
Supply and demand matching Aligning inventory levels with demand to reduce shortages and overstocks
Warehouse processing Optimizing warehouse operations to reduce costs and improve fulfillment
Human Resources Management of employee-related processes
Personnel administration Digitizing employee records and streamlining HR processes
Personnel time management Tracking employee time and attendance accurately for payroll and project management
Others Additional domains relevant to ITSM
Product data management Ensuring accurate and consistent product information across systems
Production management Optimizing production planning and scheduling for efficiency
Sales contract and order processing Managing sales agreements and orders effectively
Service confirmation Confirming completion of services for transparency and customer satisfaction
Service order quotation processing Providing accurate and timely service quotes to customers
Supplier invoice processing Automating invoice processing to reduce errors and improve supplier relationships
Transportation management Planning and optimizing transportation routes to reduce costs and improve delivery times

Here are some commonly used Enterprise Services Pool Pane domains used in ITSM practice:

  • Financial Management:.
  • Logistics and Procurement:
  • Human Resources:
  • Others:

Financial Management:

  • Accounting document processing: Managing invoices, payments, journals, and ledgers.
  • Fixed asset management: Tracking and depreciating fixed assets.
  • Business partner data processing: Maintaining accurate data on customers, suppliers, and employees.
  • Credit processing: Managing customer credit lines and collections.
  • Financial planning: Forecasting and budgeting financial performance.
  • Payment processing: Receiving and processing customer and supplier payments.

Logistics and Procurement:

  • Goods and services acknowledgement: Confirming receipt of goods or services.
  • Inbound and outbound delivery processing: Managing the movement of goods from suppliers to customers.
  • Purchase contract and order processing: Creating and managing purchase agreements.
  • RFQ processing: Requesting quotes from suppliers.
  • Return processing: Managing the return of goods by customers.
  • Supply and demand matching: Aligning supply chain with customer demand.
  • Warehouse processing: Managing inventory levels and warehouse operations.

Human Resources:

  • Personnel administration: Managing employee data and records.
  • Personnel time management: Tracking employee time and attendance.


  • Product data management: Maintaining accurate product information.
  • Production management: Overseeing the manufacturing process.
  • Sales contract and order processing: Creating and managing sales agreements.
  • Service confirmation: Confirming completion of services for customers.
  • Service order quotation processing: Providing quotes for services to customers.
  • Supplier invoice processing: Managing invoices from suppliers.
  • Transportation management: Planning and managing the transportation of goods.


 Our Experts in a Domain:

  1. Gained Foundational Knowledge:
    • Studying ITSM principles and frameworks (ITIL, ISO 20000).
    • Understand SAP S/4HANA functionality for the chosen domain.
    • Attend relevant courses or certifications.
  2. Acquired Practical Experience:
    • Participating in hands-on projects related to the domain.
    • Shadowed experienced professionals.
    • Engage in professional communities and forums.
  3. Stayed Up-to-Date:
    • Following industry trends and best practices.
    • Attending webinars and conferences.
    • Networking with peers and experts.
  4. Specialize:
    • Focusing on a specific sub-domain within the chosen domain to deepen our expertise.Use Case for ITSM Solution Delivery in SAP S/4HANA – Supplier Invoice Processing:

Scenario: A company aims to automate and streamline its supplier invoice processing to improve efficiency, reduce errors, and increase visibility.


  1. Implement SAP S/4HANA Supplier Invoice Processing module:
    • Automate invoice capture, validation, routing, and approval workflows.
    • Integrate with procurement and financial systems for seamless data exchange.
  2. Establish ITSM processes:
    • Define clear roles and responsibilities for invoice processing.
    • Implement a standardized incident and problem management process for invoice-related issues.
    • Track key metrics to measure performance and identify areas for improvement.
  3. Integrate with ITSM tools:
    • Use a service desk for invoice inquiries and support.
    • Utilize knowledge management tools to share best practices and troubleshooting tips.
    • Integrate with change management processes for system updates and enhancements.


  • Reduced processing time and costs
  • Improved accuracy and compliance
  • Enhanced visibility and control
  • Better decision-making with data-driven insights
  • Strengthened supplier relationships


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