Simplify End-User Incident Management with Customer-Specific Application Components

  • by Prakhar Saxena, SAP Solution Manager SME, Capgemini India Pvt. Ltd.
  • January 19, 2012
Manager
SAP Solution Manager 7.1 Incident Management users are often looking for a customer-specific application component so that while creating incidents, end users can choose the component from the component hierarchy. Learn the steps to create a customer-specific application component and add it to the standard list of SAP components without any development.
Key Concept
SAP Solution Manager 7.1 Incident Management provides a quick and easy way of creating a customer-specific application component, which can be used by end users while posting messages using the Incident Management work center interface. Examples include printers, third-party tools integrated with SAP Solution Manager, or non-SAP components such as Java or .net.

The Service Desk functions integrated within SAP Solution Manager 7.0 and previous versions are now called Incident Management in SAP Solution Manager 7.1. They allow you to implement an end-to-end incident management process. SAP Solution Manager Incident Management provides a preconfigured solution for support processes and has been optimized for SAP-specific support queries. In other words, Incident Management is a central service point that enables incident processing in multiple organization levels. It offers a communication channel with all major parties (e.g., support team and message reporter) involved for an incident. One user creates an incident, another user processes it, and another resolves it. With customer-specific component creation, you can provide support not only for SAP incidents but for non-SAP incidents as well.

Internally, users such as project members, developers, testers, and administrators can use incidents as a communication medium in SAP Solution Manager. This increases the satisfaction of users of the IT organization and reduces the costs of IT operations through increased transparency and continuous optimization, since IT support can now account for queries about both SAP and non-SAP issues. Therefore, by enhancing and adding the customer components to the standard component list, you can enable the support team to help all types of users.

I’ll describe the steps that are required to configure a customer-specific application component required during the incident creation process. You must have SAP Solution Manager Incident Management configured or implemented and running for this to work.

Prakhar Saxena

Prakhar Saxena is an SAP Solution Manager-certified consultant with more than six years of experience. He currently works with Capgemini India Pvt Ltd as an SAP Solution Manager SME and is involved with SAP Solution Manager Implementations and upgrades across the world for various clients. He has worked extensively with Project Management, Test Management, Solution Documentation Assistant, Service Desk, and Change Request Management. He has also built proof of concepts (POCs) and demos for various companies around the world.

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