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We have aggregated ratings data on SAP but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): SAP Solution Manager

    Very impressive suite, but the implementation of many components is too complex.

    Overall Comment

    It's very well managed.

    What one piece of advice would you give other prospective customers?

    Do your homework with charm and implementation considerations (exhaust other tools prior to implementing).

    What do you like most about the product or service?

    It's supported and updated routinely and there are roadmaps and user groups to work with to solve problems.

    What do you dislike most about the product?

    First level SAP support.

    What one thing do you wish the vendor did differently?

    Show more of how they solved problems than just solving them and providing a length account of power points.

    If you could start over, what would your organization do differently?

    Slim down the choices of offered tools in solution manager.

    Product capabilities - overall comment

    SAP can do the job it needs to.

    Service & support - overall comment

    Overall good support from OSS management and teams.

    Integration & Deployment - Overall comment

    Good evaluation of processes but the level of support (if not onsite) is harder to manage.


  • 4 out of 5.0, Reviewed

    Product(s): SAP Solution Manager

    Product is really good and makes sense for the overall SAP & Application landscape.

    Overall Comment

    Good but sometimes cumbersome to collaborate with.

    What one piece of advice would you give other prospective customers?

    Qualify your own staff to really get them to plan, build and run your SAP environment in a more professional way (secure, efficient and agile).

    What do you like most about the product or service?

    It runs the whole environment and shows you what is going on at any point in time, how long things take, how big is your backlog, and what went wrong, etc.

    What do you dislike most about the product?

    It is quite huge and you need to study it to derive optimum benefit.

    What one thing do you wish the vendor did differently?

    Communication about functionality and scope has to be improved.

    If you could start over, what would your organization do differently?

    Would educate internal people earlier and better, would look after reporting functionality early and in more detail, would check integration with other ITSM tools (e.g. Cherwell or Quest) earlier and in more detail, would design and check AMS processes for more clarity.


  • 4 out of 5.0, Reviewed

    Product(s): SAP Solution Manager

    Operational Effectiveness - Do more with less effort.

    Overall Comment

    It is really a required product - overall good.

    What one piece of advice would you give other prospective customers?

    Understand the business processes. Our view was purely technical, we tried to improve how we manage our SAP platform technically and not how it is used.

    What do you dislike most about the product?

    Flexibility - Great for SAP but in a hybrid environment, but it would be good to understand what it can do outside of SAP.

    What one thing do you wish the vendor did differently?

    Support - It is very easy for the vendors to point you in the direction of the documention.

    If you could start over, what would your organization do differently?

    One of the key areas that we missed was documenting and understanding the business processes. Effective system management gets improved by understanding how the businesses use your system.

    Product capabilities - overall comment

    Very good - There are some features which are more mature than others but on the whole good.

    Service & support - overall comment

    A key benefit is the integration into the SAP service model, if you have an enterprise agreement then the extra system checks and enhanced service require a good Solution Manager implementation.

    Integration & Deployment - Overall comment

    Simply install - for a SAP system. It is the configuration that needs to be understood prior to deployment.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.0

Ability to understand your organization's needs

(3)
3.7

Timely and complete response to product questions

(3)
4.3

Pricing and contract flexibility (pricing and terms)

(2)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
3.7

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
4.0

Ease of integration using standard APIs and tools

(1)
3.0

Quality and availability of end-user training

(1)
4.0

Ease of deployment

(2)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
4.0

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(3)
4.0

Quality of technical support

(3)
3.3

Quality of peer user community

(2)
4.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.0

Incident and Problem Management

(2)
4.0

Change, Configuration and Release

(3)
3.7

Self-Service/Request Fulfillment

(2)
4.0

IT Knowledge Management

(3)
4.0

Reporting and SLA Management

(3)
3.3

Process and Workflow Design

(3)
3.7

Data Source/ITOM Tool Integration

(3)
3.7
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Application Lead

Development/Integration

Executive Sponsor

Maintenance and Support

Technical Assessment


What other vendors were considered? Multiple responses allowed.

Cherwell Software

IBM

Microsoft

ServiceNow


Why did you purchase an IT Service Support Management Tool?

Improve compliance and risk management

Create internal/operational efficiencies

Enhance decision making

Improve business process agility

Improve customer relations/service

Other...


What were the key factors that drove your decision?

Breadth of services

Pre-existing relationships

Overall cost

Product functionality and performance

Product roadmap and future vision

Strong consulting partnership

Strong services expertise

Strong user community