The Service Desk is a tool in the SAP® Solution Manager (SSM) that implements the internal and external support processes for
- incident and problem management
- SAP® support messages and SAP® Notes
The support scenario can be customized for individual support processes. Support messages can be directly created from SAP® transactions. The Service Desk supports the IT organization with the management of issues. Issues can be forwarded to the SAP® Support for further problem solving.
The Service Desk can be efficiently used in SSM implementation, maintenance or upgrade projects. This allows for the creation of support messages in each ASAP project phase like Business Blueprint, Configuration or Realization with Testing. These messages can be centrally maintained and linked with the SAP® Blueprint.
ITIL Incident and Problem Management
Support staff can use advanced tools to process all issues like error messages and deliver fast problem resolution, for example:
- Message processing
- Create error messages
- Create internal notes
- Record calls
- Communicate via e-mail, SAP® Office or fax for the status update
- Search for SAP® Notes directly in the SAP® Service Marketplace
- Inquiry in an internal Solution Database
- Send a message to SAP®
- Receive an answer from SAP®
- Implement SAP® Notes with SAP® Note Assistant
- Bi-directional interface to SAP®Net - R/3 Frontend to forward messages to SAP® Support
- SAP® Notes search and automatic implementation of SAP® Notes (and dependent Notes) using the SAP® Note Assistant (software change management)
- Interface between Service Desk and a Third Party Call Tracking System
- Solution database for knowledge management
This service is delivered by our SAP® Solution Manager experts. Typically 5 business days are needed for implementation, depending on the complexity of the landscape and support processes. After reviewing the individual customer scenario we offer service delivery for a fixed price.
- coordination with client for delivery
- setup of basic service desk
- review and planning of service desk process and incident handling
- roles, authorizations and security concept and requirements: review, design and implementation
- implementation of desired process and design adjustments
- implementation of automated notifications
- setup of users for organization and business partners
- demonstration of functionality for customer acceptance
- documentation
- training for SAP Basis
- handover to client
This service package can be individually adjusted to specific requirements.
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