IC IT Service Desk

IT Service Desk in SAP CRM 7.
0 Interaction Center
Overview
Agenda
1. IT Service Desk Overview 2. IT Service Desk Details

SAP CRM Interaction Center for IT Service Desk Incident Management Problem Management Request for Change Management Common Functions
3. IT Service Desk Benefits
SAP 2008 / IT Service Desk Overview / Page 2
Interaction Center Scenarios and Processes
Customer
Telephony
Fax and letters
Web Chat
IVR
E-Mail
Interaction Center: capabilities

Telemarketing
Campaign execution
Telesales
Account and contact management Lead and opportunity management Quotation and order management
Customer service
Customer service and support Complaint management Help desk
Shared services
Employee Interaction Center Accounting Interaction Center IT service desk
Lead management Personalization
Interaction center management
Communication channels
E-mail response management
Process modeling and agent guidance
Interaction center analytics
Communication analytics
Process-based analytics
Blended analytics
Shared Service Center Areas
Shared Service Center (SSC)
Employee Interaction Center
Accounting Interaction Center
IT Service Desk
Further SSC Service Desk Types*
* Further types of SSC service desks can be implemented on project basis, for example facility management or procurement service desk.
IT Service Desk as Part of IT Service Management

Process Overview
Service Level Management
IT Service Desk 1 1 2 2
Integration to SAP Solution Manager Service Desk
Incident Management
7 7
IBase and Object Mgmt. 6 6

Enhanced Integration to SAP ERP Enterprise Asset Mgmt.
Problem Management 3 3
Change Management
5 5
4 4
Knowledge Article Mgmt.
IT Service Desk Overview
The IT service desk is the first entry point for customers or employees who have a request with regards to the IT infrastructure. The IT service desk is built on the SAP CRM Interaction Center. A standard business role IT Service Desk Agent is available which, in addition to generic SAP CRM Interaction Center features, offers access to
Pre-defined process types for incident, problem, and request for change management, along the IT Infrastructure Library (ITIL) best practices Integrated knowledge article search and provisioning A pre-defined interface to SAP Solution Manager for exchange of incidents
IT service desk can be used in various scenarios: Internal scenarios IT department delivering IT support to other departments Shared Service Center (SSC) scenarios SSCs offering IT- as well as further internal services globally for one corporate group External scenarios IT service providers offering services to their customers
IT Service Desk Agent Business Role

All functionality relevant for IT service desk agents can be found in the IT Service Desk Agent role.
Incident Management Use Case Example
A customer (or employee) calls the IT service desk because a printer is not working.
The customer receives an e-mail notification which informs him or her about the successful completion of the incident.
The IT service desk agent creates an incident ticket and categorizes it.
The printer issue can easily be fixed on-site and the IT support employee closes the incident.
The agent checks remotely whether the printer is connected to the network, which is the case.
An employee of the printer support team finds the incident in the worklist and checks the printer on-site.
The agent searches for solutions in the knowledge article repository but cannot find a solution which fits. As the agent cannot solve the issue on the phone, the agent dispatches the incident to the printer support team.
Agenda

SAP CRM Interaction Center for IT Service Desk Agents

SAP CRM Interaction Center provides IT service desk agents with a multifunctional framework including all of the tools they need for their jobs:
Role-based access Account identification with object and installation identification Interaction History Incident, Problem, Request for Change Management Agent Inbox Knowledge Article Search E-Mail Response Management System Scripting, Alerts and Messages Transaction Launcher Optional integration with SAP Business Communication Management or 3rd party telephony system
SAP CRM Interaction Center Screen Areas
Scratch pad
Account info
Toolbar
Alerts
Communication information
Branding Area
Channel Selector Navigation bar
Broadcast messages
Workspace
Agent Inbox
The IT service desk agent uses the inbox to monitor and process existing incidents, problems, requests for change, and other items. Amongst others, in the inbox you can select: CRM Business Transactions (incidents, problems, ...) Workflow items E-Mails You can: Predefine quick searches and saved searches Display the inbox in a tree and table view
Account Identification
On the Account Identification, the IT service desk can identify the customer as well as the affected object or installed base.
Agenda

Incident Management Details (1)

An incident is an event that does not belong to the standard operation of a service and which interrupts or reduces the quality of service.
In the Incident (Service Request) Details you can document
who has reported the issue and who in IT is responsible for it the processing status and requested start and end date the impact, urgency, and subject/reason categories textual descriptions of diverse text types which objects / configuration items are affected if the incident is assigned to a problem, request for change, or knowledge article
You can create an incident from scratch or from a template. You can copy an existing incident You can create follow-up transactions from the incident, for example, a problem or a service confirmation
In the incident you have access to Create Follow-Up Dispatch Auto Complete Find Related Problems Find Knowledge Articles Unlock Print / Print Preview Display Object Relationships

In the Incident, you have access to information such as
Service Level Agreements Organizational Data Business Context Attachments Knowledge Articles Reference Objects Related Transactions Scheduled Actions Notes Parties Involved Processing Log
Unlock an Incident from a Problem
An incident can be assigned and locked to a problem (or also a request for change). In this case the incident will not be processed individually. The completion of the problem (request for change) will automatically close the incident.
If an incident is locked to a problem (request for change) but the IT service desk agent would like to process it individually after all, the agent can select Unlock to open the incident again for processing.
Agenda

Problem Management Details (1)

A problem is usually used to investigate the underlying cause of an incident. You can link and lock incidents to a problem. Once the problem is completed, all of the locked incidents can be updated, e.g. with textual information and attachments, and completed automatically.
In the Problem Details you can document

who has reported the issue and who in IT is responsible for it the processing status and requested start and end date the impact, urgency, problem category, and further categories textual descriptions of diverse text types which objects / configuration items are affected if the problem is assigned to a knowledge article or request for change
You can create a problem from scratch or from a template. You can copy an existing problem You can create follow-up transactions from the problem, for example, a knowledge article or a service confirmation
In the problem you have access to Create Follow-Up Dispatch Auto Complete Find Knowledge Articles Print / Print Preview Display Object Relationships

In the problem, you have access to information such as
Service Level Agreements Organizational Data Attachments Related Incidents Knowledge Articles Reference Objects Related Transactions Scheduled Actions Notes Parties Involved Processing Log
Related Incidents in Problem
If several incidents are probably related to the same route cause, the IT service desk can assign these incidents to the problem. The IT service desk agent can search for the incidents via F4 help, or via Find Related Incidents.
Find Related Incidents gives a list of incidents which have the same (subject/reason) categorization as the problem. The IT service desk can select the relevant incident/s and assign them to the problem.
To stop individual processing of the incidents, the IT service desk agent can lock the incidents to the problem, so that only the problem needs to be completed and the locked incidents will then be automatically closed.
Agenda

Request for Change Management Details (1)

A request for change (RfC) is a formal proposal for a change in the infrastructure, usually related to one or more configuration items, or to services, procedures, and items associated with the infrastructure.
In the RfC Details you can document who requests the change and who in IT is responsible for it the processing status and requested start and end date the impact, urgency, change category, risk, and further categories textual descriptions of what needs to be changed which objects / configuration items are affected Furthermore, here you select the appropriate approval procedure.
You can create a request for change (RfC) from scratch or from a template. You can copy an existing RfC You can create follow-up transactions from the RfC, for example, a service confirmation
In the request for change you have access to Create Follow-Up Dispatch Auto Complete Find Related Problems Find Knowledge Articles Print / Print Preview Display Object Relationships

In the Request for Change, you have access to information such as
Service Level Agreements Organizational Data Approval Attachments Items Related Incidents Reference Objects Knowledge Articles Related Transactions Scheduled Actions Notes Parties Involved Processing Log Status
Approval Process for Requests for Change

To start the approval process: The IT service desk agent has to select an approval procedure, which can also be determined by a rule The IT service desk agent enters the approval step partners, which can also be determined by a rule
Then the agent sets the RfC status to Awaiting Approval The approval step partners can now approve or reject the relevant steps Approvers can be informed via SAP Workflow
Planning on Item Level in Requests for Change
On the Item tab page of the request for change, the IT service desk can enter service products and monitor existing items and their status.
Agenda

Functions Based on Multilevel Categorization
The incident / problem / request for change can be categorized on multiple levels with several categorization blocks
To auto complete an incident / problem / request for change, the IT service desk agent needs to select a categorization and the system can then find a template which was assigned to this categorization Problems with the same categorization as entered in the incident or request for change can be proposed by the system when choosing Find Related Problems Knowledge articles with the same categorization as entered in the incident / problem / request for change can be proposed by the system when choosing Find Knowledge Articles
Knowledge Article Integration
To help solve an issue or process a request, the IT service desk agent can search for knowledge articles from the incident / problem / request for change:
Knowledge Articles tab page: The IT service desk agent can search for relevant knowledge articles via F4 help Find knowledge articles (from the More button on header level): Proposes knowledge articles which have the same categorization as the incident / problem / request for change Suggest knowledge articles (from the Knowledge Articles tab page): Proposes knowledge articles which are assigned to the incident / problem / request for change category in the categorization schema Search Knowledge Articles: Is only available in SAP CRM Interaction Center. Here the IT service desk agent can enter search parameters, select the appropriate knowledge article/s from a result list, add them to a cart and send them via e-mail to the customer.
Search Knowledge Articles
1 Search knowledge articles and add to cart
Send knowledge articles via e-mail
SLA Determination and Date Calculation
Service and response profiles can be assigned to several SLA-relevant objects, such as contracts, products, objects, installed bases, and business partners. In the incident, problem, and request for change, the service and response profiles can be flexibly determined from these objects based on a determination procedure. Dates like ToDo By can be automatically calculated based on the service and response profile information.
Durations
The system can automatically calculate the duration of an incident / problem / request for change. Per default, two duration types are delivered:
Work duration: Calculates the time a transaction was in work, but not in status Customer Action Total duration: Calculates the total time it took to complete the transaction
Dispatch
Dispatching allows the IT service desk agent to dispatch incidents / problems / requests for change to other employees or service teams, for example if the agent cannot solve an issue remotely. Rules for dispatching are set up in the Rule Modeler.
Reference Objects
IT infrastructure objects can be mapped with

Installed Bases / IBase Components Objects and Object Relationships Products You can identify installed bases and objects on the Account Identification You can assign the relevant infrastructure objects to the incident, problem, and request for change on header level and on a separate Reference Objects tab page You can display the object relationships from the transaction, if you have entered an object with existing object relationships on header level as reference object
Ibase Object (IT item) Object Structure
Display Object Relationships
Follow-Up Transactions and Scheduled Actions

You can configure the system so that you can create any type of transaction as follow-up of an incident, problem, or request for change, for example a service confirmation:
You can schedule and execute actions in the incident, problem, and request for change:
Escalation
When the due date of an incident, problem, or request for change is exceeded it can be escalated by a background action.
Escalation level is increased Escalation date is set
Due < Current?
The transaction can be escalated in two levels.
Escalations can be lowered by a manual action in the transaction.

Escalation level is reduced Escalation date is deleted
Related Transactions
In the Related Transactions assignment block,

the system automatically updates links to transactions which are related to the incident / problem / request for change processing, e.g. the Interaction Record, a service contract, or a service confirmation which was created as follow-up of the transaction you can manually add any further transactions which are relevant for the transaction to refer to them
Processing Log
The processing log provides a consolidated audit trail of changes made to a transaction Various log types are available for selection One type can be defaulted for viewing Changes to fields can be logged selectively
Agenda

Summary: Benefits of the Interaction Center

Better customer relationships
The entire customer interaction cycle is captured and tracked, starting with initial engagement and ending with fulfilment Obtain insights into customer behaviour and tailor offerings to match their needs Gain competitive advantage by increased loyalty and retention
Unique integration capabilities

Select and flexibly deploy processes that suit your business needs Integrate with existing SAP and non-SAP enterprise functions, including supply chain management, product life cycle management, financial management, and HR management
Do more with less

Automated and streamlined processes reduce costs Revenue is increased through efficient customer interactions and enhanced cross-selling and up-selling opportunities
IT Service Management Strategic Benefits
Increase IT services quality and transparency Increase customer satisfaction Cut service delivery costs
Drive continuous improvement through Analytics
Integrated solution provides lowest TCO

Copyright 2008 SAP AG All rights reserved

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, SAP Business ByDesign, ByDesign, PartnerEdge and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages
Weitergabe und Vervielfltigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrckliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen knnen ohne vorherige Ankndigung gendert werden. Einige von der SAP AG und deren Vertriebspartnern vertriebene Softwareprodukte knnen Softwarekomponenten umfassen, die Eigentum anderer Softwarehersteller sind. SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, SAP Business ByDesign, ByDesign, PartnerEdge und andere in diesem Dokument erwhnte SAP-Produkte und Services sowie die dazugehrigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Lndern weltweit. Alle anderen in diesem Dokument erwhnten Namen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte knnen lnderspezifische Unterschiede aufweisen. Die in diesem Dokument enthaltenen Informationen sind Eigentum von SAP. Dieses Dokument ist eine Vorabversion und unterliegt nicht Ihrer Lizenzvereinbarung oder einer anderen Vereinbarung mit SAP. Dieses Dokument enthlt nur vorgesehene Strategien, Entwicklungen und Funktionen des SAP-Produkts und ist fr SAP nicht bindend, einen bestimmten Geschftsweg, eine Produktstrategie bzw. -entwicklung einzuschlagen. SAP bernimmt keine Verantwortung fr Fehler oder Auslassungen in diesen Materialien. SAP garantiert nicht die Richtigkeit oder Vollstndigkeit der Informationen, Texte, Grafiken, Links oder anderer in diesen Materialien enthaltenen Elemente. Diese Publikation wird ohne jegliche Gewhr, weder ausdrcklich noch stillschweigend, bereitgestellt. Dies gilt u. a., aber nicht ausschlielich, hinsichtlich der Gewhrleistung der Marktgngigkeit und der Eignung fr einen bestimmten Zweck sowie fr die Gewhrleistung der Nichtverletzung geltenden Rechts. SAP bernimmt keine Haftung fr Schden jeglicher Art, einschlielich und ohne Einschrnkung fr direkte, spezielle, indirekte oder Folgeschden im Zusammenhang mit der Verwendung dieser Unterlagen. Diese Einschrnkung gilt nicht bei Vorsatz oder grober Fahrlssigkeit. Die gesetzliche Haftung bei Personenschden oder die Produkthaftung bleibt unberhrt. Die Informationen, auf die Sie mglicherweise ber die in diesem Material enthaltenen Hotlinks zugreifen, unterliegen nicht dem Einfluss von SAP, und SAP untersttzt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewhrleistungen oder Zusagen ber Internetseiten Dritter ab. Alle Rechte vorbehalten.
SAP 2008

IC IT Service Desk

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

IC IT Service Desk

Hochgeladen von

Copyright:

Verfügbare Formate

IT Service Desk in SAP CRM 7.

1. IT Service Desk Overview 2. IT Service Desk Details

3. IT Service Desk Benefits

SAP 2008 / IT Service Desk Overview / Page 2

Interaction Center Scenarios and Processes

Fax and letters

Interaction Center: capabilities

Lead management Personalization

Interaction center management

E-mail response management

Process modeling and agent guidance

Interaction center analytics

SAP 2008 / IT Service Desk Overview / Page 3

Shared Service Center Areas

Shared Service Center (SSC)

Employee Interaction Center

Accounting Interaction Center

Further SSC Service Desk Types*

IT Service Desk as Part of IT Service Management

Service Level Management

IBase and Object Mgmt. 6 6

Knowledge Article Mgmt.

IT Service Desk Overview

SAP 2008 / IT Service Desk Overview / Page 6

IT Service Desk Agent Business Role

SAP 2008 / IT Service Desk Overview / Page 7

Incident Management Use Case Example

SAP 2008 / IT Service Desk Overview / Page 8

1. IT Service Desk Overview 2. IT Service Desk Details

3. IT Service Desk Benefits

SAP 2008 / IT Service Desk Overview / Page 9

SAP CRM Interaction Center for IT Service Desk Agents

SAP 2008 / IT Service Desk Overview / Page 10

SAP CRM Interaction Center Screen Areas

Channel Selector Navigation bar

SAP 2008 / IT Service Desk Overview / Page 11

SAP 2008 / IT Service Desk Overview / Page 12

SAP 2008 / IT Service Desk Overview / Page 13

1. IT Service Desk Overview 2. IT Service Desk Details

3. IT Service Desk Benefits

SAP 2008 / IT Service Desk Overview / Page 14

Incident Management Details (1)

SAP 2008 / IT Service Desk Overview / Page 15

Incident Management Details (2)

Incident Management Details (3)

SAP 2008 / IT Service Desk Overview / Page 17

Unlock an Incident from a Problem

SAP 2008 / IT Service Desk Overview / Page 18

1. IT Service Desk Overview 2. IT Service Desk Details

3. IT Service Desk Benefits

SAP 2008 / IT Service Desk Overview / Page 19

Problem Management Details (1)

In the Problem Details you can document

Problem Management Details (2)

SAP 2008 / IT Service Desk Overview / Page 21

Problem Management Details (3)

SAP 2008 / IT Service Desk Overview / Page 22

Related Incidents in Problem

SAP 2008 / IT Service Desk Overview / Page 23

1. IT Service Desk Overview 2. IT Service Desk Details

3. IT Service Desk Benefits

SAP 2008 / IT Service Desk Overview / Page 24

Request for Change Management Details (1)