SAP IT Service Management (SAP ITSM) is compliant with, and certified by, the Information Technology Infrastructure Library (ITIL). ITSM is designed to support business processes and enables you to run every aspect of your service desk operations. ITSM enables you to manage service requests, incidents, and problems as defined in your SLAs. This means you can implement infrastructure changes and reduce, or even eliminate, the impact on your business and end users. SAP Solution Manager offers a set of standard, preconfigured IT Service Management processes that can be set up using a guided configuration procedure. Based on this ready-to-use configuration, you can adjust ITSM to match your individual business requirements using.