Keep Your Project Workflow Under Control with the Service Desk

  • by D. Russell Sloan, Implementation and Governance Specialist — SAP Solution Manager, IBM Global Business Services
  • September 24, 2010
You can use the Service Desk as much more than a help desk. Using its configuration capabilities, you can create and customize transactions to manage IT service requests, manage business process changes (regardless of whether they include system changes), and keep everyone on your team in the loop with automatic notifications. Explore how the Service Desk can help you enforce processes, manage approvals, and keep track of the life cycle of the many different activities within your project and your organization. In particular, dive into the details of setting up email alerts based on the specific status values of a Service Desk transaction.
Key Concept
Implementation and support teams require the ability to monitor and coordinate their work during the design, build, implement, and support phases that SAP solutions require. Because SAP Solution Manager contains the solution documentation, access to transactions, configuration, custom code, and more, why not use it to manage work in the same system? In particular, you can use the Service Desk to manage and track a wide variety of project-related activities, such as risk management, issue management, and scope changes, during both implementation and project post-go-live.

Blueprint and configuration transactions in SAP Solution Manager help you document your solution and keep track of what went into building it. However, what about all the other activities that go on that are directly related to the design and build of the solution?  These activities include issues, risks, change requests, and service requests. Managing this work efficiently can yield a higher quality solution and a more responsive service delivery from your organization.

You are probably already familiar with the Service Desk in SAP Solution Manager as a help desk ticket system. However, the information in a help desk ticket varies considerably from the information needed to document, track, and resolve an issue or a change request. Fortunately, the Service Desk has more than 40 different transaction types that you can use to manage your work.

D. Russell Sloan

D. Russell Sloan is a specialist in project and program governance for IBM. He focuses on the use of SAP Solution Manager for global rollout projects for IBM’s largest customers, having worked with SAP software since 1996. Russell has degrees in accounting and information systems and has been a team and project leader for SAP projects for more than 14 years. He has been developing and deploying software systems for over 30 years.

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