1

Over vi ew Pr esent at i on
SAP I T Ser vi c e Management
i n SAP CRM
SAP Enhancement Package 1 for SAP CRM 7.0
Welcome to todays presentation on SAP IT Service Management and how it can benefit
your IT service business.
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1. Business Environment
2. SAP Solution for IT Service Management
3. Highlights in SAP EHP1 for SAP CRM 7.0
4. Why SAP?
Agenda
In todays presentation, we will begin by discussing the business environment of IT service
management and continue with an overview of the SAP solution for IT service
management. We will cover highlights of the IT service capabilities in SAP enhancement
package 1 for SAP CRM 7.0, and point out why you should choose SAP for IT service
management.
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Agenda
1. Business Environment
2. SAP Solution for IT Service Management
3. Highlights in SAP EHP1 for SAP CRM 7.0
4. Why SAP?
Let us start with the business environment.
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I T i s Ask ed t o do Mor e w i t h Less ...
Hel p dr i ve t op l i ne w hi l e r educ i ng bot t om l i ne
Shorter Cycles
Change Process
Increased Workload
Change Systems
Increasing demands for
business agility results in
increasing IT demands
Managing the IT environment
is complex and getting worse
Inefficient IT resource
allocation and utilization
The times of long multi-year implementations with large budgets is long gone, now IT has
to do MORE with LESS
Today, IT must constantly deliver in support of corporate strategy
IT is measured and scrutinized more and more
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St uc k I n Oper at i ons Too l i t t l e budget f or
st r at egy and i mpl ement at i on
5-7%
15-20%
70-80%
Strategy
Implementation
Operations
TODAY
Operations function plagued
by unplanned maintenance
Management distracted
by escalations
Development resources
pulled into operations crises
Pressure on IT leads to
shortcuts in development
cycle
10%
45%
45%
Strategy
Implementation
Operations
FUTURE
LEFT
The left pyramid shows a typical budget today
Too much spent in Operations with limited value add
Caused by lacking processes
Lacking processes create unplanned situations and firefights
Firefights distract management and development from their main work due to escalations
Implementation projects get affected and distractions may affect code quality of new
solutions (defects)
Introducing defects creates more escalations, etc. etc.
RIGHT
This is about where IT needs to be
You notice how the pyramid is smaller and budgets are already shrinking due to the
current economy (see analyst quote)
Per HP, 45% of Operations budget is spent on unplanned maintenance (firefighting); this
number needs to be reduced to 5% through pro-active maintenance
This allows for more time to help the business innovate with the help of
technology/business processes
Emphasis on strategy with stronger focus
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I TI L v3
Standardize IT service processes
and terminology
Improve communication among all
parties involved
Define clear services and make
them measurable
Increase customer satisfaction by
meeting agreed-upon services
Reduce costs spent on inefficient
processes
The IT Infrastructure Library is a
consistent and comprehensive
documentation of best practices for IT
service management and has become a
de-facto standard for IT service
management
The IT Infrastructure Library is a consistent and comprehensive documentation of best
practices for IT service management and has become a de-facto standard for IT service
management. Therefore any solution for IT service management needs to be ITIL
compliant.
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What Does Thi s Mean f or Your I T Oper at i ons?
Top IT management issues
How do I ensure that my IT service desk meets user
expectations?
How do I control my cost of IT operation and increase my
investment in IT strategy and implementation?
How is my organizations performance compared to my
industry peers?
Am I running IT as a business?
These top issues are aligned with the IT hierarchy and the high level lifecycle from
1 Business Strategy ->
2 IT Strategy ->
3 Implementation ->
4 IT Operations
ad 1 The CIO wonders how to increase his influence in overall corporate strategy
ad 2 The Program Management Officer (PMO responsible for the choice and
tracking of projects) wonders how to best map IT initiatives to business initiatives
ad 3 The development manager is dealing with a diverse workforce that is highly
mobile (distributed around the world, SAP and IT skill in high demand during good
economic times). How to keep all developers happy and engaged AND fulfill the
business requirements?
ad 4 The operations manager is normally the least involved in all 3 pre-ceding steps
but needs to manage and support all applications after go-life. Development teams tend
to step away saying they have to focus on new business initiatives.
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Agenda
1. Business Environment
2. SAP Solution for IT Service Management
3. Highlights in SAP EHP1 for SAP CRM 7.0
4. Why SAP?
Lets come to SAPs solution for IT service management.
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I T Ser vi c e Capabi l i t i es i n SAP CRM
SAP ITSM enables efficient and ITIL

-compliant IT support processes

It does this by providing a pre-defined solution that enables end-to-end
incident, problem, change, and knowledge management processes
I T Pr of essi onal
Provisioning of expert
knowledge
I T End-User
Entering and tracking of
incidents
I T Ser vi c e Desk
Central interface to assist
end-users
With SAP IT Service Management (SAP ITSM), especially the IT operations teams will find
comprehensive coverage of the processes relevant to them, such as incident, problem,
knowledge, and change management. But of course also service delivery processes such
as service level management, service asset and financial management are integrated and
help to deliver best-in-class IT support.
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SAP I T Ser vi c e Management
Customer
Incident &
Service Request
Management
Service Level
Management
Installed-Base
& Object
Management
Knowledge
Management
Change
Management
Problem
Management
SAP IT Service Management
enables efficient and ITIL-
compliant IT support processes
Incident & Service Request
Management
Problem Management
Change Management
Knowledge Management
Installed-Based & Object
Management (for Configuration
Management)
Service Level Management
SAP IT Service Management is a new CRM solution and is available with the business
suite launch in 2009.
While based on the new CRM with its superior user interface, it is not tied to CRM from a
terminology a messaging point of view
It provides a great service desk both for internal IT organizations or IT service providers
Its key differentiator compared to other IT service tools is the deep business suite
integration, allowing integrated cross charging and billing
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I T Ser vi c e Desk Enhanc e pr oduc t i vi t y of I T
ser vi c e desk agent s
I T Ser vi c e Desk
Provide IT service desk agents
with a easy-to-use application
interface with integrated
communication toolset
Benefits
Easy-to-use
application for rapid
adoption with minimal
training
Empower IT service
desk agents with
powerful tools and
information
Increase customer
satisfaction and
service transparency
Customer
Incident &
Service
Request
Management
Service Level
Management
Installed-
Base &
Object
Management
Knowledge
Management
Change
Management
Problem
Management
Intuitive UI grants access to all processes and functions which are
necessary for the agent to provide best-in-class IT services
Communication management queues inbound communication, defines
routing rules, and routes communication to agents
Inbound communication processing and contact management enables
agents to receive customer requests via phone, e-mail, fax, or chat,
and to identify the customer and affected configuration item
Integrated solution search enables fast and professional solution
provisioning, for example by integrated solution e-mailing
Agent guidance supports IT service desk agents with rule-based alerts,
interactive scripts and surveys as well as automated navigation
The IT service desk is the central, single point-of-contact for all IT related issues. It is
based on SAP CRM Interaction Center functionality and can integrate with business
communication management solutions such as SAP BCM.
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Customer
Incident &
Service
Request
Management
Installed-
Base &
Object
Management
Knowledge
Management
Change
Management
Problem
Management
Service & product definition defines service products which are offered
in a service catalog
Contract management defines contracts with customers to specify the
agreed-upon conditions for the selected services
Service & contract determination automatically determines the
available services and contracts during incident, problem, and change
management
Service level determination automatically identifies service level
agreements from contracts, customers, or other objects, and sets
service process dates and thresholds accordingly
Service billing and cost allocation makes sure that the delivered IT
services are correctly billed and costs allocated correctly
Benefits
Optimize service
delivery
Monitor service level
compliance
Provide transparency
between IT and
business
Increase transparency
of revenue and costs
Service
Level
Management
Ser vi c e Level
Management
Define and manage all
IT services and their related
service level agreements
Ser vi c e Level Management Opt i mi ze ser vi c e
del i ver y and pr ovi de t r anspar enc y
With service level management, the IT organization defines and monitors the services
offered to their customers.
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Customer
Service Level
Management
Installed-
Base &
Object
Management
Knowledge
Management
Change
Management
Problem
Management
I nc i dent & Ser vi c e Request Management
I nc r ease ef f i c i enc y of r espondi ng t o user r equest s
Incident & service request creation captures all relevant information
including references to configuration items and enables rule-based
dispatching as well as escalation management
Incident & service request classification categorizes user requests
based on multi-level categorization and enables solution suggestions
as well as auto completion
Solution provisioning helps the support staff to search for relevant
knowledge articles in the knowledge repository and to deliver the best
solution to the end user
Incident & service request completion closes user requests and
notifies users; optionally it can trigger follow-up processes such as
recording of working time, billing, etc.
Benefits
Increase IT support
productivity
Deliver the best
solution in a timely
manner
Enhance customer
satisfaction
Incident &
Service
Request
Management
I nc i dent & Ser vi c e
Request Management
Capture, document, and track all
user requests from creation to
resolution
With incident & service request management, the IT service desk can capture all sorts of
incoming requests and issues and process them efficiently.
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Customer
Incident & Service
Request
Management
Service
Level
Management
Installed-Base
& Object
Management
Knowledge
Management
Change
Management
Pr obl em Management I nvest i gat e and r esol ve
i ssues i n t he I T i nf r ast r uc t ur e
Problem creation captures all relevant information with regards to the
issue, including the links to all related incidents
Problem classification categorizes problems based on multi-level
categorization and problem class, e.g. known error
Incident references establishes relationships, optionally based on
system proposals, to all incidents with the same root cause and
facilitates automatic incident completion once the problem is solved
Problem closure documents the outcome of the investigation and
triggers follow-up activities such as creation of knowledge articles for
the solution repository; optionally it can trigger follow-up processes
such as recording of working time, billing, etc.
Benefits
Document problem
investigation in detail
Speed up incident
resolution
Make investigation
results available to all
relevant parties
Provide detailed
information to change
management
Problem
Management
Pr obl em Management
Investigate, resolve, and
document issues in the IT
infrastructure as well as
workarounds or solutions to them
Problem management focuses on the investigation and resolution of problems in the IT
infrastructure. It is tightly integrated with incident, change, and knowledge management.
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Customer
Incident & Service
Request
Management
Service Level
Management
Installed-
Base &
Object
Management
Knowledge
Management
Problem
Management
Benefits
Minimize possible
negative impact of
changes by
implementing only
authorized changes
Enhance visibility of
responsibilities per
change phase
Bill and charge-back
based on actual effort
Change
Management
Request for change creation captures all relevant information for the
requested change such as who is requesting it, which configuration
items are affected, and which services need to be provided
Approval management defines who needs to approve the request for
change and informs the relevant parties via workflow
Resource planning makes sure that the requested work gets carried
out by qualified resources and that the required service parts are
available in time
Change completion documents the time spent and components used
for the change implementation, and triggers the update of the
configuration item documentation
Change Management
Request, approve, and document
IT infrastructure changes to make
sure that only authorized changes
are implemented
Change Management Ensur e t hat aut hor i zed
c hanges ar e i mpl ement ed pr oper l y and i n t i me
Through change management all requested changes are tracked, evaluated, approved,
and implemented.
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Customer
Incident & Service
Request
Management
Service
Level
Management
Installed-
Base &
Object
Management
Change
Management
Problem
Management
Know l edge Management Lever age or gani zat i onal
k now l edge t o meet user s needs
Knowledge article creation documents solutions to issues in the IT
infrastructure with relevant linkage to incidents, configuration items,
and other knowledge articles
Knowledge article classification categorizes and tags knowledge
articles for easy access and auto suggest functions
Knowledge article provision publishes knowledge articles to relevant
publishing groups, enables auto suggest and manual search, and
delivery of the solution via e-mail
Benefits
Decrease time to
resolution for known
issues
Leverage and publish
organizational
knowledge
Minimize training time
for new support
employees
Knowledge
Management
Know l edge
Management
Document solutions and offer
them via search to the IT service
desk and directly to end users
Knowledge management allows the documentation and publishing of knowledge relevant to
solve IT issues.
17
Customer
Incident & Service
Request
Management
Service Level
Management
Knowledge
Management
Change
Management
Problem
Management
Installed-base management tracks hierarchical and structured
information of the IT infrastructure, allows the installation of individual
objects, and the download of functional locations from SAP ERP
Object management documents the details of the individual objects of
the IT infrastructure, optionally by downloading equipment information
from SAP ERP, as well as the relationships between these objects
Object references in service transactions establishes links to all
affected IT objects during incident, problem, and change processing,
to complete the requests efficiently
Integration to change management automatically updates status
information of IT objects assigned as references to requests for
change
Benefits
Make IT infrastructure
information
transparent
Analyze potential
impact of any
infrastructural
changes
Leverage SAP ERP
information for IT
service processes
Installed-
Base &
Object
Management
I nst al l ed-Base &
Obj ec t Management
Track and manage configuration
items which are referenced in
service processes
I nst al l ed-Base & Obj ec t Management
Gai n c ompl et e vi si bi l i t y of your c onf i gur at i on i t ems
With installed base & object management, configuration items in the IT infrastructure can
be documented and tracked. It integrates into SAP ERP for asset management and can
optionally be integrated with 3rd party infrastructure management tools.
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I T Anal yt i c s Gai n per f or manc e i nsi ght of I T
pr oc esses
Online list reporting enables fast and easy access to list reports for all
IT service processes and objects, including graphical display and
downloadable spreadsheets
Integration to Business Information Management turns raw data into
integrated, meaningful, and actionable information
Call center analytics tracks KPIs like average handling time, average
speed of answer and first call resolution rate
IT service analytics and interactive reporting enable meaningful reports
for IT management to track incident, problem, and change
management
Benefits
Gain insight of IT
service processes
Measure IT service
performance and
service level
compliance
Provide basis for
intelligent business
decisions
Customer
Incident &
Service
Request
Managemen
t
Service Level
Management
Installed-
Base &
Object
Management
Knowledge
Management
Change
Management
Problem
Management
I T Anal yt i c s
Enables concise reporting and
analyses of your IT service
processes and performance
With IT analytics the IT organization can monitor its performance as well as customer
satisfaction.
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Agenda
1. Business Environment
2. SAP Solution for IT Service Management
3. Highlights in SAP EHP1 for SAP CRM 7.0
4. Why SAP?
Now lets come to the new features available with SAP enhancement package 1 for SAP
CRM 7.0.
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Customer
Incident &
Service Request
Management
Service Level
Management
Installed-Base
& Object
Management
Knowledge
Management
Change
Management
Problem
Management
Dashboards for
Service Request / Incident
Problem
Request for Change
Checklists for Service
Requests / Incidents,
Problems, Requests for
Change
ERMS Enablement for
Service Requests /
Incidents and Problems*
*also available with SAP CRM 7.0 SP04
Auto Suggest
Knowledge Articles Alert
BI queries, e.g.:
SLA Compliance
Average Work and Total
Duration
Closure Rate
Number of open requests
...
Interactive Reporting for
Service Requests / Incidents
Problems
Requests for Change
Time Recording for
Service Requests /
Incidents and Problems
SAP Enhanc ement Pac k age 1 f or CRM 7.0
What s New i n SAP I T Ser vi c e Management
On this slide you can find an overview of new features in SAP enhancement package 1 for
SAP CRM 7.0 relevant for SAP IT Service Management.
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To automatically inform agents about knowledge articles matching the
service transactions categorization, an alert can be set up:
From the alert, the agent can:
Access the list of proposed knowledge articles
Review the knowledge articles details
Send the knowledge articles via e-mail
Aut o Suggest Know l edge Ar t i c l e Al er t i n I C
New i n SAP EHP1 f or SAP CRM 7.0
Auto Suggest Knowledge Articles speeds up solution provisioning by pro-actively informing
IT service desk agents about available solutions (knowledge articles).
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Automatic creation of service requests and problems based on ERMS processed
inbound e-mails
Automatic linking of reply e-mails to the
original service request / problem
Routing of a generated service
request / problem to a specific
service team
or employee responsible
Dear helpdesk,
I am not able to access
your support page.
Please advise.
Best regards,
Joe Smith
Service requests and problems (master service requests) are now enabled for
E-Mail Response Management System in Interaction Center environments,
allowing:
ERMS Enabl ement f or Ser vi c e Request s / Pr obl ems
New si nc e SAP CRM 7.0 SP04 / SAP EHP1 f or SAP CRM 7.0
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Time Recording enables fast and easy entry of time spent working on a
service request or problem (master service request):
Time record details can contain: Actual duration, employee responsible, service
product quantity, service type, valuation type, etc.
Typically the user only needs to enter the actual duration and start time
The system automatically creates a service confirmation item per
entered time record
The service product of the service request / problem, e.g. Investigation, is the
same as in the service confirmation
Ti me Rec or di ng New i n SAP Enhanc ement
Pac k age 1 f or SAP CRM 7.0
When you enter your time spent working on a business transaction, the service product
available in the transactions item is automatically copied into the time record as read-only
information. You can enter start date and time, work duration, employee responsible, as
well as additional data such as service and valuation type.
Once the first time record is saved, the system automatically creates a service confirmation
as a follow-up document of the service request / master service request. The confirmation
is created according to the copy-control settings defined in Customizing. Further time
records in the same service request / master service request will be captured as items
within the existing service confirmation.
You can enter time records at any time as long as the transaction is not in status
Completed.
You can edit a time record as long as it has not been saved. After saving the time record,
you need to apply any necessary changes to the service confirmation to which the time
record (service confirmation item) is linked.
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With checklists all individual tasks (steps) required to fulfill a service request can be
defined and processed:
Sequential and parallel processing visualized by graphical process flow
Determination of checklist and checklist processors via rules
SAP Workflow integration to inform step processors
Work instructions, action processing, long text available in step details
Checklist specific search criteria in search pages and IC inbox
Available for service requests / incidents, problems, requests for change, service orders
Chec k l i st New i n SAP Enhanc ement Pac k age
1 f or SAP CRM 7.0
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BI-based IT Service Analytics
For comprehensive embedded IT service analyses
Business Needs:
Track and manage compliance of service level agreements
Understand the reasons behind incidents and problems
Monitor performance
Identify unstable configuration items
Improve customer satisfaction
Available for:
Service Requests / Incidents
Problems
Requests for Change
SAP Net Weaver BI 705 Cont ent f or I T Ser vi c e
Management
New standard BI content allows comprehensive IT service analytics.
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CRM-interactive IT Service Reporting
For quick real-time IT service reports: Wizard-based tool for quick creation of
CRM-interactive real-time reports for IT Service Professionals
Available for:
Service Requests / Incidents
Problems
Requests for Change
Allows to monitor, for example:
Number and Percentage of service requests / problems
within and outside of requested end date
Number and percentage of
open service requests / problems
Number of escalated service requests / problems
Reaction time adherence rate
Closure rate
Average work and total duration
I nt er ac t i ve Repor t i ng f or I T Ser vi c e
Management
With Interactive Reporting each user can easily create their own, real-time reports.
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IT Service Dashboards
Provide comprehensive information at a single glance for IT Service
Professionals and optionally IT Service Desk Agents
Available for:
Service Requests / Incidents
Problems
Requests for Change
SAP Busi nessObj ec t s Xc el si us Dashboar ds f or
I T Ser vi c e Management
IT service dashboards provide comprehensive information at a single glance.
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Empl oyee Repl i c at i on New i n SAP
Enhanc ement Pac k age 1 f or SAP CRM 7.0
Employee Replication facilitates usage of employee master data in the role contact
person for service processes
Repor t CRM_SSC_ERCP f ac i l i t at es c r eat i on of r ol e c ont ac t per son
f or empl oyee mast er dat a
Set up batch job to regularly
run report in background
Assi gn c ont ac t per sons t o sol d-t o par t i es t o enabl e pr oc esses l i k e
ser vi c e c ont r ac t management and bi l l i ng
Select contact persons
Enter sold-to party to establish
is contact person for relationship
Optionally delete existing is
contact person for relationships
You can find the transaction to assign contact persons to sold-to parties in the following
business roles:
IC Manager: Managing Operations Search: Contact Person Relationships
IT Service Professional: Master Data Search: Contact Person Relationships
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Agenda
1. Business Environment
2. SAP Solution for IT Service Management
3. Highlights in SAP EHP1 for SAP CRM 7.0
4. Why SAP?
Finally lets answer the question why customers should choose SAP.
30
Why SAP?
Complete, consistent IT service
operations across all contact channels
interaction center, e-mail, Web
Pre-built integration with SAP BCM, SAP
CTI and IP-based communication
infrastructure solution
Tight integration with core SAP ERP
processes such as acquisition of assets,
financials and controlling, as well as
human resources
Scalable solution supports internal IT
organizations to very large IT service
providers
Easy adaptation to evolving business
environment
Only SAP offers a solution that:
Enables end-to-end IT service management processes through the native integration
among SAP applications within the SAP Business Suite
Provides complete and consistent IT service operations across all contact channels, from
interaction call center, email, web, to field service
Offers out-of-the-box integration with a software switch for CTI and other real-time
communications
Leverages sales and marketing capabilities to drive IT service revenue
Provides powerful analytics capabilities as well as integration to SAP BusinessObjects
solutions
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I nsi ght
Improve visibility, empower
better decision making
Fl ex i bi l i t y
Expand and innovate
without disruption
Improve efficiency in your
business, run industry specific
mission-critical processes
Gain freedom, expand on
demand, select innovation on
one open platform
Execute best-practices and
realize end-to-end visibility
across your global enterprise
Ef f i c i enc y
Improve your mission
critical business processes
SAP Business Suite
SAP NetWeaver
Integration
SAP NetWeaver
Composition
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SAP Busi ness Sui t e Opt i mi ze and ex ec ut e busi ness
and I T st r at egi es i n a w or l d of ac c el er at i ng c hange
SAP CRM is a key element of the SAP Business Suite, a set of solutions that help
companies optimize and execute business and IT strategies in a world of accelerating
change. The SAP Business Suite provides three key benefits:
Insight, improving visibility and empowering better decision-making
Efficiency, improving mission critical business processes
Flexibility, enabling businesses to expand and innovate without disruption
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Li nk s t o Ot her Resour c es
SAP IT Service Solution Brief
SAP IT Service Messaging
SAP IT Service Management on SAP
Service Marketplace
SAP IT Service Management Offline Demo
SAP CRM: Overview Brochure
This slide provides you with quick links to collaterals.
33
Copyr i ght 2009 SAP AG
Al l Ri ght s Reser ved
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