01 - it service management overview.pdf

Overview Presentation

SAP IT Service Management in SAP CRM

SAP Enhancement Package 1 for SAP CRM 7.0

Welcome to today‘s presentation on SAP IT Service Management and how it can benefityour IT service business.

1. Business Environment2. SAP Solution for IT Service Management3. Highlights in SAP EHP1 for SAP CRM 7.04. Why SAP?

Agenda

In today‘s presentation, we will begin by discussing the business environment of IT service management and continue with an overview of the SAP solution for IT service management. We will cover highlights of the IT service capabilities in SAP enhancement package 1 for SAP CRM 7.0, and point out why you should choose SAP for IT service management.

Agenda

Let us start with the business environment.

IT is Asked to do More with Less ...Help drive top line while reducing bottom line

Shorter Cycles

Change Process

Increased WorkloadChange Systems

Increasing demands for business agility results in increasing IT demands

Managing the IT environment is complex and getting worse

Inefficient IT resource allocation and utilization

The times of long multi-year implementations with large budgets is long gone, now IT hasto do MORE with LESS

Today, IT must constantly deliver in support of corporate strategy

IT is measured and scrutinized more and more

Stuck In Operations Too little budget for strategy and implementation

15-20%

70-80%

Strategy

Implementation

Operations

Operations function plagued by unplanned maintenance

Management distractedby escalations

Development resources pulled into operations crises

Pressure on IT leads to shortcuts in development cycle

Strategy

Implementation

Operations

FUTURE

The left pyramid shows a typical budget today

Too much spent in Operations with limited value addCaused by lacking processesLacking processes create unplanned situations and firefightsFirefights distract management and development from their main work due to escalationsImplementation projects get affected and distractions may affect code quality of new

solutions (defects)Introducing defects creates more escalations, etc. etc.

This is about where IT needs to beYou notice how the pyramid is smaller and budgets are already shrinking due to the

current economy (see analyst quote)Per HP, 45% of Operations budget is spent on unplanned maintenance (firefighting); this

number needs to be reduced to 5% through pro-active maintenanceThis allows for more time to help the business innovate with the help of

technology/business processesEmphasis on strategy with stronger focus

ITIL® v3

Standardize IT service processes and terminologyImprove communication among all parties involvedDefine clear services and make them measurableIncrease customer satisfaction by meeting agreed-upon servicesReduce costs spent on inefficient processes

The IT Infrastructure Library is a consistent and comprehensive documentation of best practices for IT service management and has become a de-facto standard for IT service management

The IT Infrastructure Library is a consistent and comprehensive documentation of best practices for IT service management and has become a de-facto standard for IT service management. Therefore any solution for IT service management needs to be ITIL compliant.

What Does This Mean for Your IT Operations?

Top IT management issues

How do I ensure that my IT service desk meets user expectations?

How do I control my cost of IT operation and increase my investment in IT strategy and implementation?

How is my organization’s performance compared to my industry peers?

Am I running IT as a business?

These top issues are aligned with the IT hierarchy and the high level lifecycle from

1 – Business Strategy ->

2 – IT Strategy ->

3 – Implementation ->

4 – IT Operations

ad 1 – The CIO wonders how to increase his influence in overall corporate strategy

ad 2 – The Program Management Officer (PMO – responsible for the choice and tracking of projects) wonders how to best map IT initiatives to business initiatives

ad 3 – The development manager is dealing with a diverse workforce that is highly mobile (distributed around the world, SAP and IT skill in high demand during good economic times). How to keep all developers happy and engaged AND fulfill the business requirements?

ad 4 – The operations manager is normally the least involved in all 3 pre-ceding steps but needs to manage and support all applications after go-life. Development teams tend to step away saying they have to focus on new business initiatives.

Agenda

Let’s come to SAP’s solution for IT service management.

IT Service Capabilities in SAP CRM

SAP ITSM enables efficient and ITIL®-compliant IT support processes

It does this by providing a pre-defined solution that enables end-to-end incident, problem, change, and knowledge management processes

IT ProfessionalProvisioning of expert

knowledge

IT End-UserEntering and tracking of

incidents

IT Service DeskCentral interface to assist

end-users

With SAP IT Service Management (SAP ITSM), especially the IT operations teams will find comprehensive coverage of the processes relevant to them, such as incident, problem, knowledge, and change management. But of course also service delivery processes such as service level management, service asset and financial management are integrated and help to deliver best-in-class IT support.

SAP IT Service Management

Customer

Incident &Service Request

Management

Service LevelManagement

Installed-Base & Object

Management

Knowledge Management

ChangeManagement

Problem Management

SAP IT Service Management enables efficient and ITIL®-compliant IT support processes

Incident & Service Request Management

Problem Management

Change Management

Installed-Based & Object Management (for Configuration Management)

Service Level Management

SAP IT Service Management is a new CRM solution and is available with the business suite launch in 2009.

While based on the new CRM with its superior user interface, it is not tied to CRM from a terminology a messaging point of view

It provides a great service desk both for internal IT organizations or IT service providers

Its key differentiator compared to other IT service tools is the deep business suite integration, allowing integrated cross charging and billing

IT Service Desk Enhance productivity of IT service desk agents

IT Service DeskProvide IT service desk agents with a easy-to-use application interface with integrated communication toolset

Benefits

Easy-to-use application for rapid adoption with minimal training

Empower IT service desk agents with powerful tools and information

Increase customer satisfaction and service transparency

Customer

Incident &Service Request Management

Installed-Base & Object Management

ChangeManagement

Problem Management

Intuitive UI grants access to all processes and functions which are necessary for the agent to provide best-in-class IT services

Communication management queues inbound communication, defines routing rules, and routes communication to agents

Inbound communication processing and contact management enables agents to receive customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected configuration item

Integrated solution search enables fast and professional solution provisioning, for example by integrated solution e-mailing

Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and surveys as well as automated navigation

The IT service desk is the central, single point-of-contact for all IT related issues. It isbased on SAP CRM Interaction Center functionality and can integrate with businesscommunication management solutions such as SAP BCM.

Customer

Incident & Service Request

Management

Change Management

Problem Management

Service & product definition defines service products which are offered in a service catalog

Contract management defines contracts with customers to specify theagreed-upon conditions for the selected services

Service & contract determination automatically determines the available services and contracts during incident, problem, and change management

Service level determination automatically identifies service level agreements from contracts, customers, or other objects, and setsservice process dates and thresholds accordingly

Service billing and cost allocation makes sure that the delivered IT services are correctly billed and costs allocated correctly

Benefits

Optimize service delivery

Monitor service level compliance

Provide transparency between IT and business

Increase transparency of revenue and costs

Service Level

Management

Service Level ManagementDefine and manage all IT services and their relatedservice level agreements

Service Level Management Optimize service delivery and provide transparency

With service level management, the IT organization defines and monitors the servicesoffered to their customers.

Customer

Management

Change Management

Problem Management

Incident & Service Request ManagementIncrease efficiency of responding to user requests

Incident & service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management

Incident & service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion

Solution provisioning helps the support staff to search for relevant knowledge articles in the knowledge repository and to deliver the best solution to the end user

Incident & service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

Benefits

Increase IT support productivity

Deliver the best solution in a timely manner

Enhance customer satisfaction

Management Incident & Service Request ManagementCapture, document, and track all user requests from creation to resolution

With incident & service request management, the IT service desk can capture all sorts of incoming requests and issues and process them efficiently.

Customer

Management

Service Level

Management

ChangeManagement

Problem Management Investigate and resolve issues in the IT infrastructure

Problem creation captures all relevant information with regards to the issue, including the links to all related incidents

Problem classification categorizes problems based on multi-level categorization and problem class, e.g. known error

Incident references establishes relationships, optionally based on system proposals, to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved

Problem closure documents the outcome of the investigation and triggers follow-up activities such as creation of knowledge articles for the solution repository; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

Benefits

Document problem investigation in detail

Speed up incident resolution

Make investigation results available to all relevant parties

Provide detailed information to change management

Problem Management

Problem ManagementInvestigate, resolve, and document issues in the IT infrastructure as well as workarounds or solutions to them

Problem management focuses on the investigation and resolution of problems in the IT infrastructure. It is tightly integrated with incident, change, and knowledge management.

Customer

Management

Problem Management

Benefits

Minimize possible negative impact of changes by implementing only authorized changes

Enhance visibility of responsibilities per change phase

Bill and charge-back based on actual effort

Change Management

Request for change creation captures all relevant information for the requested change such as who is requesting it, which configuration items are affected, and which services need to be provided

Approval management defines who needs to approve the request for change and informs the relevant parties via workflow

Resource planning makes sure that the requested work gets carried out by qualified resources and that the required service parts are available in time

Change completion documents the time spent and components used for the change implementation, and triggers the update of the configuration item documentation

Change ManagementRequest, approve, and document IT infrastructure changes to make sure that only authorized changes are implemented

Change Management Ensure that authorized changes are implemented properly and in time

Through change management all requested changes are tracked, evaluated, approved, and implemented.

Customer

Management

Service Level

Management

Change Management

Problem Management

Knowledge Management Leverage organizational knowledge to meet user’s needs

Knowledge article creation documents solutions to issues in the IT infrastructure with relevant linkage to incidents, configuration items, and other knowledge articles

Knowledge article classification categorizes and tags knowledge articles for easy access and auto suggest functions

Knowledge article provision publishes knowledge articles to relevant publishing groups, enables auto suggest and manual search, and delivery of the solution via e-mail

Benefits

Decrease time to resolution for known issues

Leverage and publish organizational knowledge

Minimize training time for new support employees

Knowledge ManagementDocument solutions and offer them via search to the IT service desk and directly to end users

Knowledge management allows the documentation and publishing of knowledge relevant to solve IT issues.

Customer

Management

Change Management

Problem Management

Installed-base management tracks hierarchical and structured information of the IT infrastructure, allows the installation of individual objects, and the download of functional locations from SAP ERP

Object management documents the details of the individual objects of the IT infrastructure, optionally by downloading equipment information from SAP ERP, as well as the relationships between these objects

Object references in service transactions establishes links to all affected IT objects during incident, problem, and change processing, to complete the requests efficiently

Integration to change management automatically updates status information of IT objects assigned as references to requests forchange

Benefits

Make IT infrastructure information transparent

Analyze potential impact of any infrastructural changes

Leverage SAP ERP information for IT service processes

Management

Installed-Base & Object ManagementTrack and manage configuration items which are referenced in service processes

Installed-Base & Object ManagementGain complete visibility of your configuration items

With installed base & object management, configuration items in the IT infrastructure can be documented and tracked. It integrates into SAP ERP for asset management and can optionally be integrated with 3rd party infrastructure management tools.

IT Analytics Gain performance insight of IT processes

Online list reporting enables fast and easy access to list reports for all IT service processes and objects, including graphical display and downloadable spreadsheets

Integration to Business Information Management turns raw data intointegrated, meaningful, and actionable information

Call center analytics tracks KPIs like “average handling time”, “average speed of answer” and “first call resolution rate”

IT service analytics and interactive reporting enable meaningful reports for IT management to track incident, problem, and change management

Benefits

Gain insight of IT service processes

Measure IT service performance and service level compliance

Provide basis for intelligent business decisions

Customer

Incident &Service Request ManagementService Level

Management

Installed-Base & Object Management

ChangeManagement

Problem Management

IT AnalyticsEnables concise reporting and analyses of your IT serviceprocesses and performance

With IT analytics the IT organization can monitor its performance as well as customersatisfaction.

Agenda

Now let’s come to the new features available with SAP enhancement package 1 for SAP CRM 7.0.

Customer

Incident &Service Request

Management

Service LevelManagement

Management

ChangeManagement

Problem Management

Dashboards for● Service Request / Incident● Problem● Request for Change

● Checklists for Service Requests / Incidents, Problems, Requests for Change

● ERMS Enablement for Service Requests / Incidents and Problems*

*also available with SAP CRM 7.0 SP04

● Auto Suggest Knowledge Articles Alert

BI queries, e.g.: ● SLA Compliance● Average Work and Total

Duration● Closure Rate● Number of open requests● ...

Interactive Reporting for ● Service Requests / Incidents● Problems● Requests for Change

● Time Recording for Service Requests / Incidents and Problems

SAP Enhancement Package 1 for CRM 7.0 What’s New in SAP IT Service Management

On this slide you can find an overview of new features in SAP enhancement package 1 for SAP CRM 7.0 relevant for SAP IT Service Management.

To automatically inform agents about knowledge articles matching theservice transaction‘s categorization, an alert can be set up:

From the alert, the agent can: Access the list of proposed knowledge articlesReview the knowledge articles detailsSend the knowledge articles via e-mail

Auto Suggest Knowledge Article Alert in IC New in SAP EHP1 for SAP CRM 7.0

Auto Suggest Knowledge Articles speeds up solution provisioning by pro-actively informingIT service desk agents about available solutions (knowledge articles).

Automatic creation of service requests and problems based on ERMS processed inbound e-mails Automatic linking of reply e-mails to the original service request / problemRouting of a generated service request / problem to a specific service team or employee responsible

Dear helpdesk,I am not able to access your support page.Please advise.Best regards,Joe Smith

Service requests and problems (master service requests) are now enabled for E-Mail Response Management System in Interaction Center environments, allowing:

ERMS Enablement for Service Requests / ProblemsNew since SAP CRM 7.0 SP04 / SAP EHP1 for SAP CRM 7.0

Time Recording enables fast and easy entry of time spent working on a service request or problem (master service request):

Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc.Typically the user only needs to enter the actual duration and start timeThe system automatically creates a service confirmation item perentered time recordThe service product of the service request / problem, e.g. „Investigation“, is the same as in the service confirmation

Time Recording New in SAP Enhancement Package 1 for SAP CRM 7.0

When you enter your time spent working on a business transaction, the service product available in the transaction’s item is automatically copied into the time record as read-only information. You can enter start date and time, work duration, employee responsible, as well as additional data such as service and valuation type.

Once the first time record is saved, the system automatically creates a service confirmation as a follow-up document of the service request / master service request. The confirmation is created according to the copy-control settings defined in Customizing. Further time records in the same service request / master service request will be captured as items within the existing service confirmation.

You can enter time records at any time as long as the transaction is not in status Completed.

You can edit a time record as long as it has not been saved. After saving the time record, you need to apply any necessary changes to the service confirmation to which the time record (service confirmation item) is linked.

With checklists all individual tasks (“steps“) required to fulfill a service request can be defined and processed:

Sequential and parallel processing visualized by graphical process flowDetermination of checklist and checklist processors via rulesSAP Workflow integration to inform step processorsWork instructions, action processing, long text available in step detailsChecklist specific search criteria in search pages and IC inboxAvailable for service requests / incidents, problems, requests for change, service orders

Checklist New in SAP Enhancement Package 1 for SAP CRM 7.0

BI-based IT Service AnalyticsFor comprehensive embedded IT service analyses

Business Needs: Track and manage compliance of service level agreementsUnderstand the reasons behind incidents and problemsMonitor performanceIdentify unstable configuration itemsImprove customer satisfaction

Available for:Service Requests / IncidentsProblemsRequests for Change

SAP NetWeaver BI 705 Content for IT Service Management

New standard BI content allows comprehensive IT service analytics.

CRM-interactive IT Service ReportingFor quick real-time IT service reports: Wizard-based tool for quick creation of CRM-interactive real-time reports – for IT Service Professionals

Allows to monitor, for example: Number and Percentage of service requests / problems within and outside of requested end dateNumber and percentage of open service requests / problemsNumber of escalated service requests / problemsReaction time adherence rateClosure rateAverage work and total duration

Interactive Reporting for IT Service Management

With Interactive Reporting each user can easily create their own, real-time reports.

IT Service DashboardsProvide comprehensive information at a single glance – for IT Service Professionals and optionally IT Service Desk Agents

SAP BusinessObjects Xcelsius Dashboards for IT Service Management

IT service dashboards provide comprehensive information at a single glance.

Employee Replication New in SAP Enhancement Package 1 for SAP CRM 7.0

Employee Replication facilitates usage of employee master data in the role “contact person” for service processes

Report CRM_SSC_ERCP facilitates creation of role “contact person”for employee master data

Set up batch job to regularly run report in background

Assign contact persons to sold-to parties to enable processes like service contract management and billing

Select contact personsEnter sold-to party to establish “is contact person for” relationshipOptionally delete existing “is contact person for” relationships

You can find the transaction to assign contact persons to sold-to parties in the following business roles:IC Manager: Managing Operations → Search: Contact Person RelationshipsIT Service Professional: Master Data → Search: Contact Person Relationships

Agenda

Finally let’s answer the question why customers should choose SAP.

Why SAP?

Complete, consistent IT service operations across all contact channels –interaction center, e-mail, WebPre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources Scalable solution supports internal IT organizations to very large IT service providersEasy adaptation to evolving business environment

Only SAP offers a solution that:

Enables end-to-end IT service management processes through the native integration among SAP applications within the SAP Business Suite

Provides complete and consistent IT service operations across all contact channels, from interaction call center, email, web, to field service

Offers out-of-the-box integration with a software switch for CTI and other real-time communications

Leverages sales and marketing capabilities to drive IT service revenue

Provides powerful analytics capabilities as well as integration to SAP BusinessObjectssolutions

InsightImprove visibility, empower

better decision making

FlexibilityExpand and innovate

without disruption

Improve efficiency in your business, run industry specific

mission-critical processes

Gain freedom, expand on demand, select innovation on

one open platform

Execute best-practices and realize end-to-end visibility

across your global enterprise

EfficiencyImprove your mission

critical business processes

SAP Business Suite

SAP NetWeaverIntegration

SAP NetWeaverComposition

SAP Business Suite Optimize and execute business and IT strategies in a world of accelerating change

SAP CRM is a key element of the SAP Business Suite, a set of solutions that help companies optimize and execute business and IT strategies in a world of accelerating change. The SAP Business Suite provides three key benefits:

Insight, improving visibility and empowering better decision-making

Efficiency, improving mission critical business processes

Flexibility, enabling businesses to expand and innovate without disruption

Links to Other Resources

SAP IT Service Solution Brief

SAP IT Service Messaging

SAP IT Service Management on SAP Service Marketplace

SAP IT Service Management Offline Demo

SAP CRM: Overview Brochure

This slide provides you with quick links to collaterals.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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01 - it service management overview.pdf

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