Marvel Construction SAP Solution Manager Implementation

Marvel Construction Streamlines IT Operations with SAP Solution Manager Implementation by BSC Global

Client Profile: Marvel Construction

Marvel Construction Pvt. Ltd. is a leading infrastructure and construction company in India, known for delivering large-scale residential, commercial, and industrial projects. With rapid business growth and multiple projects across geographies, the company relies on SAP systems for finance, supply chain, HR, and project management.

As the business expanded, the IT landscape became more complex, and managing system incidents, service requests, and SLAs across multiple users required a structured framework. Marvel Construction partnered with BSC Global to implement SAP Solution Manager (SolMan) for Incident Management, Service Request Management, and Service Level Management (SLM).

Challenges Faced

  • Lack of Centralized Incident Tracking: Issues and requests were handled manually without visibility.
  • Response Time Delays: No SLA monitoring, leading to missed timelines.
  • Complex IT Landscape: Multiple SAP and non-SAP systems needed integration with a central monitoring tool.
  • No Standardized Roles & Authorization: Lack of proper role-based access for incident resolution.
  • Audit & Compliance Gaps: No structured system to track IT service performance.

BSC Global’s SAP SolMan Implementation Approach

BSC Global implemented SAP Solution Manager with a step-by-step structured approach to cover incident, service request, and SLA management.

Key Implementation Highlights

  1. SolMan Installation & System Connectivity
    • Installed Solution Manager and connected it with SAP and non-SAP systems.
    • Performed prerequisite checks for incident and request management readiness.
  2. Managed System Configuration
    • Integrated all SAP modules (FI, MM, SD, PM) into SolMan.
    • Enabled monitoring and seamless connectivity for proactive issue tracking.
  3. Incident & Service Request Management
    • Configured end-to-end incident lifecycle: ticket creation, categorization, assignment, and resolution.
    • Enabled automatic ticket generation for system alerts.
  4. Service Level Management (SLM)
    • Configured SLA definitions for different priority levels (Critical, High, Medium, Low).
    • Real-time SLA tracking with escalation alerts for breaches.
  5. Roles & Authorizations
    • Defined roles for end-users, IT support team, and administrators.
    • Enabled controlled access ensuring security and governance.
  6. Dashboards & Reporting
    • Delivered reporting dashboards for incident volumes, resolution timelines, SLA compliance, and team performance.

Results Achieved

  • Centralized Incident & Request Management improving IT operations visibility.
  • 60% Reduction in Resolution Time with SLA-driven workflows.
  • Proactive IT Monitoring preventing downtime and improving system availability.
  • Improved Compliance & Transparency with structured audit trails.
  • Stronger Governance via role-based authorizations and accountability.
  • Enhanced User Satisfaction through faster response and streamlined communication.

Why Marvel Construction Chose BSC Global

  • Proven expertise in SAP Solution Manager implementations across industries.
  • Strong knowledge of IT Service Management (ITSM) and SLA frameworks.
  • End-to-end delivery: installation, configuration, governance, and training.
  • Focus on driving real business impact, not just technical implementation.

Conclusion

With SAP Solution Manager implemented by BSC Global, Marvel Construction successfully transformed its IT operations. The solution provided a centralized, automated framework for incident, request, and SLA management, reducing downtime and ensuring IT teams deliver services efficiently and transparently. This has empowered Marvel Construction to focus on delivering large-scale infrastructure projects while relying on a strong and reliable IT backbone.