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SAP C_SM200_718 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|
| Topic 1: IT Service Management Overview | 8% | - IT Service Management Fundamentals
- 1. Service Desk Concepts
- 2. ITIL-Based Processes
|
| Topic 2: Reporting and Analytics | 5% | - Monitoring and Reporting
- 1. Service Desk Reporting
- 2. Management Dashboards
|
| Topic 3: Service Desk Configuration | 15% | - Service Desk Setup
- 1. Mail Integration
- 2. Organizational Model
- 3. Business Partners
|
| Topic 4: Master Data and Organizational Structure | 10% | - Master Data Configuration
- 1. Support Teams
- 2. Business Roles
|
| Topic 5: Integration and Administration | 10% | - Technical Configuration
- 1. System Landscape Integration
- 2. Authorizations and Security
|
| Topic 6: Incident Management | 20% | - Incident Processing
- 1. Escalation Procedures
- 2. Incident Lifecycle
- 3. Incident Categorization
|
| Topic 7: Problem Management | 12% | - Problem Processing
- 1. Problem Resolution Workflow
- 2. Root Cause Analysis Integration
|
| Topic 8: Change Request Management | 20% | - Change Management Configuration
- 1. Change Request Types
- 2. Change Lifecycle
- 3. Approval Procedures
|
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