This in-depth guidebook is your ideal companion for implementing service desk projects using SAP Solution Manager 4.0. Its process-oriented description of the Service Desk function, and detailed instructions on implementing the service desk process in your enterprise, are based on a sample representative enterprise and are specifically designed to help you hit the ground running with this important technology.

The process modelling is directly followed by a highly detailed look at its practical implementation, with many tips and trick to help you avoid costly mistakes during implementation. Within the pages of this invaluable resource, you'll also learn about all of the specific functions in greater detail, including the solution database, and the bidirectional and web interfaces, plus much more.

Highlights

• The SAP Service Desk Concept
• Settings for the Standard Service Desk Scenario
• Email Functionality
• Installed Base (IBase)
• Solution Database
• The Service Provider Scenario
• The Software Partner Scenario

About the Author(s)

Torsten Sternberg holds a degree in Economics and started working for SAP SI AG in Dresden in 2005. He works on both national and international projects as a trainer and consultant in the service desk and change request management areas. He was involved in the international roll-out of group-wide functionality, process analysis in the service provider scenario, and various implementations in the service desk and change request management areas. Torsten works now for Bautzen IT.

Matthias Friedrich holds a degree in Information Management and started working for SAP SI AG in Dresden in 1998. Initially, he worked in the Global Support Center Austria in the areas of user administration and R/3 system security. He then went on to specialize in the Service Desk in SAP Solution Manager and was heavily involved in the creation of a service desk for application management. Change request management is another focus of Matthias’ work. Matthias is now with Bautzen IT.

Table of Contents

1 Introduction ... 3
... 1.1 ... Target Group ... 3
... 1.2 ... Content and Structure ... 3

2 The Service Desk ... 5
... 2.1 ... General Definition ... 5
... 2.2 ... Points of Contact of the Service Desk ... 8
... 2.3 ... Summary ... 11

3 The SAP Service Desk Concept ... 13
... 3.1 ... The SAP Service Desk as Part of SAP Solution Manager ... 13
... 3.2 ... Process Description and Usage
... 3.3 ... Usage Scenario of Sample Company LOGOSYS ... 19

4 Getting Started and Setup ... 21
... 4.1 ... Items to Consider ... 21
... 4.2 ... Where Can You Find Information About SAP Solution Manager? ... 24
... 4.3 ... Conclusion ... 26

5 Settings for the Standard Service Desk Scenario ... 27
... 5.1 ... Master Data ... 28
... 5.2 ... Functions and Settings ... 34
... 5.3 ... Customizing Settings in Detail ... 38
... 5.4 ... Customer-Specific and Standard SAP
... 5.5 ... Email Functionality ... 51
... 5.6 ... Solution Database ... 66
... 5.7 ... Interfaces in the SAP Service Desk ... 71
... 5.8 ... Conclusion ... 79

6 The Service Provider Scenario ... 81
... 6.1 ... Functions ... 82
... 6.2 ... Configuration ... 84
... 6.3 ... Web-Based Access to Support
... 6.4 ... Contract Data and Escalation
... 6.5 ... Customizing the Layout in Transaction
... 6.6 ... Monitoring ... 108
... 6.7 ... Conclusion ... 111

7 The Software Partner Scenario ... 113
... 7.1 ... Description ... 113
... 7.2 ... Functions ... 113
... 7.3 ... Configuration ... 114
... 7.4 ... Conclusion ... 115

8 Summary and Outlook ... 117