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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

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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.
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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
SAP 2008 / IT Service Desk Overview / Page 5

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

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IT Service Desk Agent Business Role


All functionality relevant for IT service desk agents can be found in the IT Service Desk Agent role.

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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.

SAP 2008 / IT Service Desk Overview / Page 8

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 9

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 2008 / IT Service Desk Overview / Page 10

SAP CRM Interaction Center Screen Areas

Scratch pad

Account info

Toolbar

Alerts

Communication information

Branding Area

Channel Selector Navigation bar

Broadcast messages

Workspace

SAP 2008 / IT Service Desk Overview / Page 11

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

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Account Identification

On the Account Identification, the IT service desk can identify the customer as well as the affected object or installed base.

SAP 2008 / IT Service Desk Overview / Page 13

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 14

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

SAP 2008 / IT Service Desk Overview / Page 15

Incident Management Details (2)

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
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Incident Management Details (3)


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

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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.

SAP 2008 / IT Service Desk Overview / Page 18

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 19

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
SAP 2008 / IT Service Desk Overview / Page 20

Problem Management Details (2)

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

SAP 2008 / IT Service Desk Overview / Page 21

Problem Management Details (3)


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

SAP 2008 / IT Service Desk Overview / Page 22

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.

SAP 2008 / IT Service Desk Overview / Page 23

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 24

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.

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Request for Change Management Details (2)

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

SAP 2008 / IT Service Desk Overview / Page 26

Request for Change Management Details (3)


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
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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

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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.

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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 30

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

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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.

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Search Knowledge Articles

1 Search knowledge articles and add to cart

Send knowledge articles via e-mail

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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.

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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

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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.

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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

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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:

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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

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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

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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

SAP 2008 / IT Service Desk Overview / Page 41

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 42

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

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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


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SAP 2008