ITR: Issue to Resolution


Issue to resolution (ITR) in SAP is a process involving various stages, consisting of identifying, investigating, analyzing, and resolving problems, errors, and challenges that arise within the SAP framework or any similar or related business process. ITR in SAP consists of the end-to-end workflow of pinpointing and rectifying various issues, which impede the smooth and efficient functioning of SAP systems. The primary objective of the ITR process in SAP is to address and eliminate process bottlenecks, minimize disruptions, ensure smooth operations, and provide effective support to users who encounter issues or problems associated with SAP applications or system functionalities.

Thus, the SAP issue to resolution ecosystem facilitates and enables a collaborative problem-solving process and functioning amongst all the stakeholders, i.e., the customers, suppliers, support, IT, and production or delivery teams. The root causes of the problems are taken cognizance of, and corrective measures are promptly taken to solve and prevent such problems in the future, all the while documenting the problem-solving process in the ITR cycle in SAP system.

How does the issue to resolution cycle in SAP work?

A typical issue to resolution process in SAP can be broken down in detail and analyzed as follows:

1)Issue Identification: ITR in SAP starts with identifying the issue or problem at hand. This could be triggered by users reporting errors, system alerts and notifications, anomalies, or flaws in business processes.

2)Issue Logging: Once the issue or problem is recognized, it needs to be logged and recorded in the system, as a ticket or otherwise. This typically includes details like issue description, the date and time the issue was reported, the person reporting it, priority level, and any relevant attachments.

3)Issue Triage and Prioritization: The logged issues are then routed to the relevant support or IT team and assessed by them or the system, to determine their severity and priority. Critical issues that impact key business processes are given higher priority and addressed more urgently, with more stringent SLAs governing them.

4)Issue Analysis: The support team meant to address the issue then investigate the issue in depth to understand its root cause. This may involve checking system logs, analyzing system configurations, reviewing data, and conducting tests.

5)Troubleshooting: Based on the analysis, the support team proceeds to troubleshoot and remedy the issue. They may apply standard SAP solutions, and SAP notes, or implement custom fixes tailored to the specific problem at large.

6)Change Management: If the resolution involves system changes, the IT team follows the established change management process to ensure proper documentation, approval, and testing of the changes before they are implemented in the SAP ITR production system.

7)Testing: After applying the specific solution to address the issue(s), rigorous testing is conducted to verify and cross-check that the issue has been correctly resolved, and that it has not caused any new problems in the ITR in SAP system.

8) Issue Resolution: Once the resolution is cross verified and validated, it is finally applied to the production environment to address the problem.

9)Communication: Throughout the issue to resolution process in SAP, regular communication and collaboration are essential. Updates should be provided to the users and stakeholders involved, keeping them informed of the progress, challenges faced if any, and expected resolution timelines.

10)Verification and Closure: After the resolution has been implemented in the production system, the support team verifies that the issue is indeed resolved. Once confirmed, the issue is closed in the system, marking its official completion.

11)Documentation: All the steps and remedial measures undertaken during the issue to resolution process in SAP are recorded and documented as per the process manual, for future referencing and audit purposes. This includes issue identification, analysis, troubleshooting, resolution, and testing.

12)Monitoring: After the specific issue or problem is resolved, the system is closely monitored and tracked to ensure that the issue does not recur, give rise to other issues, and that the fix or corrective measures remain effective and permanent, functionality-wise.

The diagram below shows a typical issue to resolution cycle in SAP:

ITR : Issue to Resolution

The issue to resolution cycle in SAP is therefore crucial for maintaining the stability, functionality, and usability of the SAP system, minimizing disruptions to business processes, and ensuring a smooth user or customer experience.

How will BPX help implement the issue to resolution process in SAP?

The Issue to Resolution cycle in SAP is an extensive process encompassing various stages, starting from identifying and rectifying issues to implementing and supporting system changes. Throughout the entire ITR cycle in SAP, effective communication, collaboration, documentation, and remediation are key to successfully implementing the ITR process in SAP.

It is here that BPX comes in, guiding you every step of the way to successfully plan, tailor and execute your ITR process in SAP, ensuring a smooth transition to the new system and effectively addressing any issues or roadblocks on the way. 

The key steps in the ITR cycle in SAP can be explained as under:

  1. As-Is Process (mention list of procedures within each process):

During the crucial ‘As-Is’ process, the existing business processes are recorded and documented to understand and analyze the current state of system functionalities and operations. The procedures and sub-processes within each process are then analyzed to identify pain points, inefficiencies, issues, and areas that require improvement.

  1. Business Blueprint (Fit-Gap & To-be):

The business blueprint or roadmap phase involves the mapping and alignment of the ‘As-Is’ processes to the standard SAP functionalities. ‘Fit-Gap’ analysis helps to identify areas where the ITR cycle in SAP can cover business requirements (fit) and where customizations, improvements, or enhancements are needed (gap). The ‘To-Be process’ represents the future state of the SAP ITR business processes.

  1. Master Data Migration/ Item Master Configuration:

Master data migration involves the preparation and transfer of data from old, legacy systems to the SAP issue to resolution system. Item master configuration is the process of establishing and setting up master data for items, materials, or products in SAP ITR, ensuring data accuracy, stability, and consistency.

  1. System Configuration / Realization (as per To-Be) along with customization:

In this phase, the ITR in SAP system is configured and set up based on the ‘To-Be’ process requirements and specifications identified in the business roadmap. Configuration involves setting up various modules and functionalities to match the required business processes. Customizations are made when standard SAP functionalities and modules do not fully meet the business needs.

  1. UAT (User Acceptance Testing):

During user acceptance testing, eminent users and stakeholders test the ITR process in SAP to ensure that it meets their specific business requirements. They perform testing where they replicate real-life scenarios and conditions to validate the system’s functionality and provide feedback on any issues that need to be addressed, or any variations or deviations from the expected results.

  1. Go-Live Preparation (update as per feedback during UAT):

Based on the feedback and results from UAT, the ITR process in SAP is fine-tuned and updated to address any issues or shortcomings identified during the testing phase. Data may also be re-verified and crosschecked again, and suitably updated in the system, in all readiness and preparation for the SAP ITR Go-Live.

  1. Go-Live:

The Go-Live phase involves launching the SAP ITR system and making it operational for daily business processes and use. This is the most critical stage, and the entire business transitions and transforms itself from the earlier used legacy system to the new ITR in SAP framework. Users then start using the updated SAP system for their normal day-to-day activities.

  1. After Go-Live Support:

After the Go-Live stage, the support team provides continuous assistance and resolves any issues or concerns that arise during the initial period of using the ITR cycle in SAP. They also provide user training, monitor system performance, and functionalities, and ensure that the system is stable and meets day-to-day business requirements and needs.

BPX at a glance

Headquartered in Pune India, Business Process Experts (BPX) is a leading player in the business process space, offering unique, customized SAP ITR process solutions to its discerning customers. With offices in UAE and other prominent Indian cities, the company was established way back in 2012. Since then, it has grown steadily to become a market leader in the SAP issue to resolution process solutions landscape. 

Helmed by a team of professionals with varied industry expertise, BPX and its renowned sister concern YRC are key strategic, transformational partners for top clients. BPX’s distinguished client base belong to leading industry sectors like engineering, automobiles, banks, chemicals, garments and apparel, retail & hospitality, manufacturing, pharmaceuticals, mining, and ITeS.

BPX will customize the implementation of the issue to resolution cycle in SAP based on a company’s unique business needs, also keeping in mind the pain points, issues, and challenges. Thus, our ITR SAP business process experts will work closely with you to draw up an effective SAP issue to resolution roadmap, thereby ensuring optimal system performance, streamlining of business processes, and overall cost savings.

So, if you are an entrepreneur or business leader looking to implement your issue to resolution process in SAP, get in touch with BPX today. We will help you to successfully plan and execute the ITR cycle in SAP, enabling you to unlock your true business potential, harness the multi-pronged advantages of the ITR process in SAP, and stay well ahead of the curve!


In SAP, issue to resolution refers to the entire end-to-end process of identifying, addressing, and resolving problems, errors, or challenges that arise within the SAP system or any other related business process. It is a comprehensive process that involves a series of steps aimed at addressing and rectifying issues and pain points to ensure the smooth and efficient functioning of SAP systems and their associated business functions. 

The issue to resolution cycle is a critical component of SAP system maintenance, ensuring its stability, functionality, and usability, eliminating, or minimizing disruptions to business processes and systems, and providing an optimum, streamlined user experience.

The various steps in the issue to resolution cycle in SAP can be enumerated below:

  1. Issue identification
  2. Issue logging and recording
  3. Issue triage and prioritization
  4. Issue analysis
  5. Troubleshooting
  6. Change management
  7. Testing
  8. Issue resolution
  9. Communication
  10. Verification & closure
  11. Documentation
  12. Monitoring

Implementing the Issue to Resolution (ITR) process in SAP offers a range of benefits and advantages that positively impact the organization and business. Some of the key advantages of implementing the ITR process in SAP are as follows:

1)Reduced System Downtime

2)Enhanced System Stability and Performance

3) Speedy Issue Resolution

4) Optimized Business Processes

5) Efficient Support and Resources Management

6) Increased Data Accuracy and Management

7) Overall cost savings due to minimal troubleshooting and emergency support 

8)Better Compliance and Audit Preparedness

9) Proactive Issue Management

10)Continuous Improvement

11) Faster and smoother Business Processes

12)Efficient Data-Driven Decision Making

13) Better Customer Satisfaction & User Experience

14) Business Continuity

15) Efficient Support Team

Issue to Resolution (ITR) and Record to Report (RTR) are two processes key to the effective functioning and management of an organization. However, they have different and distinct functionalities, in the context of an organization’s business operations. The key difference between ITR and RTR lies in their respective scope and objectives. The Issue to Resolution process focuses mainly on identifying and resolving SAP system and business process issues to ensure smooth operations and functioning. Record to Report, on the other hand, deals with financial accounting tasks, ensuring accurate financial reporting, and statutory and legal compliance.

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