This SAP Press Essentials Guide is your ideal companion for implementing service desk projects using SAP Solution Manager. Not only does it contain a process-oriented description of the Service Desk function, but also detailed instructions on how you can implement the service desk process in your enterprise.
Based on the example of a representative enterprise, the book provides an in-depth description of how you can use the Service Desk function of SAP Solution Manager 7.0. In this context, it examines and presents the service desk process in great detail. The modeling of the process is followed by its practical implementation. Here, the authors place special emphasis on describing the basic principles in order to foster your general understanding of how the service desk process works. A step-by-step instruction then illustrates the activation process for the Service Desk function. Many useful tips help you to avoid frequently occurring issues during implementation.
Having activated the standard Service Desk function, you will learn about some specific functions in greater detail. These include the solution database, the bidirectional interface, and the web interface that's available for the service desk process.
From the Table of Contents
- 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
Reihe
Sprache
Verlagsort
Zielgruppe
Editions-Typ
Maße
Höhe: 27.9 cm
Breite: 21.6 cm
ISBN-13
978-1-59229-214-1 (9781592292141)
Schweitzer Klassifikation
Autor*in
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.
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
