Demystify the CRM Configuration Behind the Service Desk

  • by Nathan Williams, Global SAP Solution Manager Practice Lead, Monocle Systems
  • April 1, 2009
Build on settings in SAP Solution Manager to roll out a central support system to administer both SAP and non-SAP trouble tickets. Learn effective practices for preparing and designing a comprehensive support system for issue reporting.
Key Concept

Many SAP users operate multiple issue-tracking tools, allowing SAP Solution Manager’s role in incident management to be simply a repository of SAP Notes. Maintaining numerous tracking and storage tools for system issues requires additional software and licensing fees, as well as increased setup and deployment resource requirements. This can lead to a decentralized approach to system issue visibility and reporting. However, key SAP Customer Relationship Management Service Management configuration settings within SAP Solution Manager can improve the tracking, reporting, and resolving of support messages. You can customize these settings and extend SAP Solution Manager’s capabilities to position the Service Desk as a single central component for operational support.

You are probably aware of SAP Solution Manager’s integration with SAP Active Global Support (SAP AGS) to facilitate SAP issue resolution. It is also likely that you have connected your SAP Solution Manager system to SAP and enabled the appropriate configuration settings. However, few users know that by expanding the SAP Customer Relationship Management (SAP CRM) Service Management configuration, you can use the Service Desk component in SAP Solution Manager as your single end-to-end IT service management solution.

In this article, I identify specific configuration settings that enable your organization to deploy the Service Desk as an all-inclusive tool for managing support messages between your end users, support team, and SAP. Before I walk you through this configuration, I’ll highlight what you should take into account before setting out on an implementation.

Nathan Williams

Nathan Williams is the Global SAP Solution Manager Practice Lead at Monocle Systems. For over a decade, Nathan has supported organizations in their efforts to leverage SAP Solution Manager as an integral component to manage their SAP solutions across the entire application lifecycle. Coordinating with IT, business, and program management teams, he has effectively defined strategies to help SAP customers seamlessly transition to SAP Solution Manager processes and capabilities. He is the author of ITSM and ChaRM in SAP Solution Manager and a co-author for SAP Solution Manager – Practical Guide.  

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