The IT Service Management (ITSM) business scenario allows you to organize and manage information pertaining to information technology (IT) service support and delivery within your company. In addition to tracking and resolving issues within the IT infrastructure, you can measure and evaluate the quality of services provided. This business scenario enables quicker and more efficient responses by providing easy access to the following ITIL functions and processes:
The IT service desk is the single point of contact for all requests, no matter if these come in as phone calls, emails, faxes, or via self-service requests. SAP Interaction Centre Web Client provides both the Web layout and the communication technology to meet IT service desk requirements. Alerts and integration into the solution search are especially important for the first level (the person who answers a service desk phone line). The solution search also enables the agent to solve a problem quickly. If a user requires an upgrade to solve a technical issue, an agent could send the user a software upgrade via email, allowing the user to implement the solution right away.
Service Request Management
A service request is a user-related request for a defined service or a new service which do not usually require resource planning and service parts planning. Service requests are used to submit, dispatch, approve, monitor, and fulfill requests for service that originate either with your customers or internally.
An Incident is an event that is not part of the standard operation of a service and that interrupts or reduces the quality of that service. Incidents are used to report an incident to the IT service desk when something in the IT infrastructure is not working as expected. Either the user or the IT service desk agent creates the incident transaction.
An IT service desk agent then prioritizes the incidents or service requests and searches for a related knowledge article that might provide a solution or workaround. If the agent cannot find an appropriate solution or workaround, they dispatch and track the incident until a solution is found.
A Problem is defined as the unknown underlying cause of an incident or a series of incidents. Problems can be created with or without a preceding transaction (usually an incident). When you create and categorize an incident, the system can automatically determine existing problems that fit into the same category or relate to the same reference object (for example, an IT Item or Object). You can also search manually for related problems. An incident can be assigned to one or more problems or requests for change, but can be locked to only one of these transactions at a time.
A Request for Change (RFC) is used to request a modification in the IT infrastructure, such as the purchase of a new server. An RFC must usually go through an approval process before execution. It can be categorized as, for example, a standard change, planned change, or emergency change.
According to ITIL, the configuration management database (CMDB) centrally manages all the information about details and relationships between configuration items. A configuration item can be any IT item, both tangible and virtual. The CMDB forms the basis for incident management, problem management, and change management. It is important to include only as much information in the CMDB as you absolutely need for your IT service management and as you are able to keep up to date.
Service-level management is an important discipline for IT organizations. They must define the IT services they offer to their clients to ensure that they have the resources to fulfill the services. SAP CRM defines services as products, which it usually links to service contracts. You can document the conditions for the service delivery in the service contracts and products and when you create service tickets.
You can use this function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems, and requests for change that your customers may report.
Consnet can deliver an SAP CRM 7.0 ITSM template-based solution which includes the above ITIL processes as well as the following integration options:
IT Procurement and IT Asset Management
Integrating the IT Service Management solution with ERP Procurement and Asset Management enables a secure process where the procurement and management of IT Objects and assets are managed in the standard ERP procurement processes and updating the CMDB automatically with the actual view of items on the IT infrastructure.
IT Financial Management and Controlling
IT Service Management can be configured to be integrated with the SAP ERP Financial and Controlling components in the scenario where customers are invoiced from a request for change as an example. CRM billing and cost allocation enables you to invoice external customers or bill your internal customers and transferring the applicable invoices to the ERP financial system.
Solution Manager Change Request Management (CHARM) processes
CRM IT Service Management can be fully integrated with the Solution Manager CHARM process to handle change requests in SAP environments. The Request for Change process in CRM triggers the CHARM process in Solution Manager based on the categorization defined in the CRM request for change. This process enables you to manage all IT related change processes centrally and securely.
IT Self Service Processes
The ITSM solution can offer a number of self-service opportunities by utilizing computer telephony integration (CTI). An example could be to allow employees to automatically reset their system passwords without speaking to an agent, and thus reducing the call volume of your service desk. Each request is recorded on the system and resolved automatically as per the predefined process.