Implementation of an Adaptive Case Management System Supporting the Incident Management Process in ABAP-Based SAP Systems

Abstract

Adaptive Case Management (ACM) can be a viable option for supporting knowledge-intensive processes like the incident management process (IM) in IT service management. To this end, a concept for an Adaptive Case Management system (ACMS) able to support the incident management process according to ITIL was described by Meyer, Wittmann, et al. (2021). To prove the concept’s feasibility, a prototype based on SAP HANA and the SAP Solution Manager, which uses ticket text similarity determination to recommend existing tickets to incident processors and tracks incident processor activities in SAP ABAP-based systems through SAP UI Logging is implemented in the following. The prototype is then shown to five industry-pundits in scope of a case study to evaluate the built artifact. Furthermore, an evaluatory analysis from a descriptive and an architectural point of view is done. The evaluations’ results show, that while not constituting a complete, high-fidelity solution, the prototype displays great promise in increasing efficiency and effectiveness in the IM process.