Implement an ITIL Employee Service Desk with IC WebClient

  • by Marcel Redinger, ySAP CRM Senior Consultant, SAP Consulting
  • March 15, 2007
Find out how you can use Interaction Center (IC) WebClient to support an Information Technology Infrastructure Library Service Management implementation. The author walks you through the typical 10-step incident management process and shows how you can customize IC WebClient to handle these steps.
Key Concept

IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) offer guidelines and sample processes that lead to better service quality and lower operating costs. The advantages of using ITIL standards in your Service Desk include unified processes, higher service quality, and a better transparency of IT processes. The standards are intended to help IT organizations think about how they can contribute to the business and how they organize themselves.

The Information Technology Infrastructure Library (ITIL) provides guidelines to help IT organizations improve their processes to better align themselves with their companies’ goals. You can incorporate those standards into a company’s Service Management Service Desk implementation to develop a 10-step process for handling employee IT requests.

Although SAP does not yet deliver a preconfigured process to support an ITIL Service Desk, IC WebClient includes all of the functionality you need to build one. This is what I did in my latest project. You can now use Interaction Center (IC) WebClient to support the entire process for an ITIL Service Desk from the initial incident report to closing out the incident. This is a more straightforward process that the traditional method of using a collection of Business Server Pages (BSPs) or transactions to handle incidents.

I’ll show you how to adapt what SAP delivers in IC WebClient to use it for incident management. Even if you do not plan to use IC WebClient for a service scenario, you can apply this information in any IC WebClient implementation, such as a facility help desk or Employee Interaction Center.

I will offer tips based on relevant experiences from this project. I’ll show you what the standard IC WebClient system offers, where you need to make enhancements, and how to configure the tool for this process. For additional information, I listed relevant SAP Notes, SAP Best Practices, SAP Help Portal links, and CRM Expert articles in the sidebar, “Additional Information.”

Marcel Redinger

Marcel Redinger is a senior CRM consultant at SAP Consulting Germany. He earned a master’s degree in business administration at universities in Germany and the US. Marcel has more than five years of implementation experience focusing on CRM Service, PCUI, and most recently IC WebClient.

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