SAP Solution Manager Service Desk - Functionality and Implementation
Description
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
More details
Persons
Content
... 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