IC IT Service Desk

I T S e r v i c e D e s k i n S A P CR CR M 7 . 0 I n t e r a c t i o n Ce n t e r Overview

Agenda

1. IT Se Serv rvic ice e De Desk sk – Ov Over ervi view ew 2. IT Se Serv rvic ice e De Desk sk – Det etai ails ls – – – – –

SAP CR CRM M Int nter erac acti tion on Cen ente terr fo forr IT Ser erv vic ice e Des esk k Incident Management Problem Ma Management Request for Change Management Common Functions

3. IT Service Desk – Benefits

© SAP 2008 / IT Service Desk Desk Overview / Page 2

Agenda

1. IT Se Serv rvic ice e De Desk sk – Ov Over ervi view ew 2. IT Se Serv rvic ice e De Desk sk – Det etai ails ls – – – – –

SAP CR CRM M Int nter erac acti tion on Cen ente terr fo forr IT Ser erv vic ice e Des esk k Incident Management Problem Ma Management Request for Change Management Common Functions



I n t e r a c t i o n Ce C e n t e r – S c e n ar a r i o s a nd n d Pr Pr o c e s s e s

Customer

Telephony

Fax and letters

Web Chat

IVR

E-Mail

Interaction Center: capabilities Telemarketing

Telesales

Customer service

Shared services

Campaign execution

Account and contact management

Customer service and support

Employee Interaction Center

Lead management

Lead and opportunity management

Complaint management

Accounting Interaction Center

Personalization

Quotation and order management

Help desk

IT service desk

Communication channels

E-mail response management

Process modeling and agent guidance

Communication analytics

Process-based analytics

Blended analytics

Interaction center Interaction management

Interaction center analytics


S h a re r e d S e r vi v i c e Ce C e n t e r A r ea ea s

Shared Service Center (SSC)

Employee

Accounting

IT Service

Interaction

Interaction

Desk

Center

Center

Further SSC Service Desk Types*

* Furthe Furtherr type types s of SSC SSC servic service e desk desks s can can be impl implem emen ente ted d on proje project ct basi basis, s, for examp example le faci facili lity ty mana manage geme ment nt or proc procur urem emen entt serv servic ice e desk desk.. © SAP 2008 / IT Service Desk Desk Overview / Page 4

I T Se r v ic e De s k a s Pa r t o f I T Se r v ic e M a na g em e n t Pr o c e s s Ov e rv i ew

IT Service Desk

Service Level Management

Incident Management

11 22

77

Integration to SAP Solution Manager Service Desk

Problem Management

IBase and Object Mgmt. Enhanced Integration to SAP ERP Enterprise Asset Mgmt.

66

55

Change Management © SAP 2008 / IT Service Desk Overview / Page 5

33

44

Knowledge Article Mgmt.

I T Se r v i c e De s k – Ov e r v i e w

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 i n c i d e n t , p r o b l e m , a n d r e q u e s t f o r c h a n g e m a n a g e m e n t , along the IT Infrastructure Library ® (ITIL) best practices



Integrated k n o w l e dg e a rt i c l e s ea r c h and provisioning

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A pre-defined interface to SAP Solution Manager for exchange of incidents

IT service desk can be used in various scenarios: 

I n t e r n a l s c e n a r i os – IT department delivering IT support to other departments



Sh a r e d Se r v i c e C e n t e r ( SSC ) s c e n a r i o s – SSCs offering IT- as well as further internal services globally for one corporate group

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Ex t e r n a l s c e n a r i o s – IT service providers offering services to their customers

© SAP 2008 / IT Service Desk Overview / Page 6

I T Se r vi c e De s k A g e nt B u s i n e s s Ro l e All functionality relevant for IT service desk agents can be found in the IT Service Desk Agent role.


I nc i d e n t M a n a g e m e nt – U se Ca s e Ex a m p le

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 agent checks remotely whether the printer is connected to the network, which is the case.

The printer issue can easily be fixed on-site and the IT support employee closes the incident.

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.

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



SA P CRM I n t e r a c t i o n Ce n t e r f o r I T Se r vi c e De s k A g e n t s 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


SA P CRM I n t e r a c t i o n Ce n t e r – Sc r e e n A r e as

Scratch pad

Account info

Toolbar

Alerts

Communication information

Branding Area

Channel Selector Navigation bar

Broadcast messages


Workspace

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


A c c o un t I d e n t i f i c a t i on

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


Agenda





I n c i d en t M a na ge m e n t De t a i l s (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

I n c i d en t M a na ge m e n t De t a i l s (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

I n c i d en t M a na ge m e n t De t a i l s (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


U n l o c k a n In c i de n t f r o m a Pr o b l e m

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.


Agenda





Pr o b l e m M a n a g e m e n t De t a i l s (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

Pr o b l e m M a n a g e m e n t De t a i l s (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

Pr o b l e m M a n a g e m e n t De t a i l s (3 )

In the problem, you have access to information such as 




Organizational Data



Attachments



Related Incidents



Knowledge Articles



Reference Objects






Scheduled Actions



Notes



Parties Involved



Processing Log


Re la t e d I nc i d en t s i n Pr o bl em

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.


Agenda





Re qu es t f or Ch an ge M an ag em e nt De t a i l s (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.


Re qu es t f or Ch an ge M an ag em e nt De t a i l s (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

Re qu es t f or Ch an ge M an ag em e nt De t a i l s (3 ) In the Request for Change, you have access to information such as 




Organizational Data



Approval



Attachments



Items



Related Incidents



Reference Objects



Knowledge Articles






Scheduled Actions



Notes



Parties Involved



Processing Log



Status


A p p r o v a l Pr o c e s s f o r Re q u e s t s f o r Ch a n g e

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


Pl an ni ng o n I t e m L e v el i n Re qu es t s f or Ch an ge

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.


Agenda





Fu n c t i o n s B a s e d o n M u l t i l e v e l Ca t e g o r i za t i o n

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

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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”

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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”


K n ow l e d g e A r t i c l e I n t e gr a t i on

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

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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

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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.


Se a r c h K n ow l e d g e A r t i c l e s

1 Search knowledge articles and add to cart

2

Send knowledge articles via e-mail


SL A De t e r m i n a t i o n a n d Da t e Ca l c u l a t i o n



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.


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


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.


Re fe re nc e Ob je c t s



IT infrastructure objects can be mapped with 

Installed Bases / IBase Components

Ibase



Objects and Object Relationships



Products

Object (IT item) Object Structure



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

Display Object Relationships


Fo ll ow -U p T ra ns ac t i on s a nd Sc h ed ul ed 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:


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


Re la t e d T ra ns ac t i on s

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


Pr oc e s si ng L og

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The processing log provides a consolidated audit trail of changes made to a transaction



Various log types are available for selection

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One type can be defaulted for viewing



Changes to fields can be logged selectively


Agenda





Su m m a r y : B e n ef i t s o f t h e I n t e r a c t i o n Ce n t e r

B e t t e r c u s t o m e r r e l a t i o n sh i p s 

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

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Gain competitive advantage by increased loyalty and retention

Unique integrat ion capabilities 

Select and flexibly deploy processes that suit your business needs

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Integrate with existing SAP and non-SAP enterprise functions, including supply chain management, product life cycle management, financial management, and HR management

Do m o r e w i t h l e s s 

Automated and streamlined processes reduce costs



Revenue is increased through efficient customer interactions and enhanced cross-selling and up-selling opportunities


I T Se r vi c e Ma n ag e m e n t – St r a t e g i c B e n e f it s

Increase IT services quality and transparency Increase customer satisfaction Cut service delivery costs Drive continuous improvement through Analytics

Integrated solution provides lowest TCO © SAP 2008 / IT Service Desk Overview / Page 44

IC IT Service Desk

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