SAP Solution Manager - Service Desk
[Pages:39]SAP Solution Manager Service Desk
ALM Solution Management SAP AG
Disclaimer
This presentation is a preliminary version and not subject to your license agreement or any other agreement with SAP. It contains only planned strategies, developments, and functions of the SAP product and services and does not bind SAP to any particular course of business, product strategy, and/or development. It is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document.
? SAP 2008 / Page 2
Service Desk The Central Capability of Incident Management
Service Desk Interface
3rd party Help Desk
1:n SAP Solution Manager Service
Desk
SAP CRM 7.0
Connectivity to SAP managed systems
SAP Solution Manager Service Desk
ERP, SCM,...
SAP Collaboration
SAP Global Support
Backbone
&
Partner Ecosystem
Interoperability with internal SAP Solution
Manager capabilities
Projects
Root Cause Analysis
BP Montoring Alerts
Change Management
Test Management
? SAP 2008 / Page 3
Project Issues
Business Process Expert
Business Process Expert
Key User
System Administrator
Key User
SAP Support@ SAP Support & customer Partner Eco System
Build
Test
Deploy
Operate
Create & track issues in design
Create an issue message related to the business scenario/process or process step in the Blueprint
Create issues and assign them to the tasks of the project members responsible
Aggregate issues to a high-level TOP issue and involve SAP experts to resolve them.
Create & track issues in configuration
Use centalized Service Desk project organization to resolve issues
Use reporting to track issues and make the project issues tranparent
Allocate issues to the process in early phases, in case they come up again in the operation phase.
Make Business Blueprint and Configuration issues transparent
Testing
Business Process Expert
Business Process Expert
Key User
System Administrator
Key User
SAP Support@ SAP Support & customer Partner Eco System
Build
Test
Log & track test errors
Service Desk messages are logged during testing in SAP Solution Manager Test Management
Test error resolution has a common process, tracking and reporting.
Deploy
Operate
Testing Integration Testing
Error while testing Set status of test to `error'
Create a Service Desk message with context of test case
Determine route to test case owner
Resolve error and return to tester Retest the test case and confirm Service
Desk message Test case successfully finished
Use Service Desk for central test error resolution
Follow-Up Activity to Deploy Changes
Business Process Expert
Business Process Expert
Key User
System Administrator
Key User
SAP Support@ SAP Support & customer Partner Eco System
Build
Test
Deploy
Create follow-up activity to deploy changes to resolve an incident
Service Desk message triggers a Change Request. It might be necessary to implement an SAP note or correct coding,
to solve an incident or problem. The change is deployed via Change Request Management. The deployment status can be tracked in the Service Desk message. Track back to the initial cause or requestor of a deployed software change The Service Desk can be the input channel for business to request a change, in all SAP Netweaver applications.
Service Desk as change deployer
Operate
Incident Solve incident with SAP note Support employee creates follow-up Change Request from incident Change Request confirmed by
Change Manager Create a Change Document
Implement SAP Note Test changes
Deploy in productive system Feedback to support employee/
requester
Incident Management
Business Process Expert
Business Process Expert
Key User
System Administrator
Key User
SAP Support@ SAP Support & customer Partner Eco System
Build
Test
Deploy
Operate
Application Incident Management with SAP Service & Support
SAP users can create incident messages in an SAP application, or via the web, in the Incident Management work center.
Service Desk helps you search for known similar incidents, to solve it.
Collaboration with SAP Service & Support or Partner ecosystem is a central function.
The root cause analysis infrastructure can be set up and communicated.
Business Process Monitoring alerts
Business Process Monitoring should focus on business-critical processes. In case of problems the SAP Solution Manager generates alerts to warn, or to escalate to further processes.
Alerts can automatically create Service Desk messages, which are routed to escalation managers to resolve the cause of the alert as soon as possible.
Application Incident Management guarantees quick incident resolution, increases the availability of the IT solution, and minimizes negative business impacts
Service Desk SAP Collaboration
SAP experts @ customer
Support message interaction with SAP Service & Support
Integrated SAP Notes search Remote connection activities (open system,
secure area, SAP change log) Feedback questionnaire (Positive Call
Closure) SAP component-specific questions
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