IT Service and Asset Management

Organize Your IT Service Desk Processes
with mySAP CRM

  • by Bettina Giese, Product Expert, SAP CRM
  • November 15, 2006
Learn about the key areas in IT Service and Asset Management. See how you can use it within a mySAP CRM implementation for IT service management.
Key Concept

IT Service and Asset Management is part of SAP Service and Asset Management. Using existing SAP CRM and ERP capabilities, it allows you to select, purchase, and install IT infrastructure items and at the same time process requests, manage change, and post service costs and revenues. IT Service and Asset Management also ensures that you comply with the IT Infrastructure Library (ITIL) requirements, an internationally accepted set of best practices for IT processes.

Imagine this: You ordered a new notebook computer for your work. You receive it and everything seems to work fine. Now you are traveling and need to connect to your company’s network remotely. You try the wireless connection and it does not work. What do you do if you cannot solve the problem on your own? You probably call the IT service desk.

IT organizations must ensure good IT service quality at a reasonable cost, whether it’s an IT service desk within your company, as in my example, or an external IT service provider whom you can call when you have trouble with your IT equipment. Desktop, server, application, network management — the IT organization needs to make sure that the IT environment is up and running at all times because without IT, most business processes would come to a standstill.

I focus on how you can use IT Service and Asset Management with mySAP CRM to support IT service management processes. SAP defined these processes along the IT Infrastructure Library (ITIL) guidelines, a commonly accepted set of standards for IT service management.

Bettina Giese

Bettina Giese has been a product expert for SAP CRM since 2007, focusing most recently on rapid-deployment solutions for SAP CRM. In addition to SAP CRM, she has been responsible for topics such as IT service management, enterprise asset management, and human resources time management. She has worked at SAP AG since 1998. She has a master’s degree in information and language sciences.

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