chrm training - powerpoint presentation - service desk_121506_rhp
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© 2006, SOLVAY S.A.SOLVAY
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Agenda / TopicsAgenda / Topics
Introduction and OverviewITIL Service Support
SAP Solution Manager Service Desk
Change Request Monitor
© 2006, SOLVAY S.A.SOLVAY
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IT-Service Management with ITILIT-Service Management with ITIL
Planning to Implement Service ManagementPlaning, Implementation and optimisation of IT-Service-Management-Processes
The BusinessPerspective
Service ManagementICT
Infrastructure Management
Applications ManagementManagement of Software-Lifecycle
ServiceDelivery
ServiceSupport
Service Support: Unterstützung und Betrieb der IT-Services
Service Delivery: Planung und Lieferung von IT-Services
• Service Desk• Incident Management• Problem Management• Change Management
© 2006, SOLVAY S.A.SOLVAY
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IT-Service Management - DetailsIT-Service Management - Details Service Desk:
Central point of contact between the customer (end-user) and the IT area in all matters concerning IT services
Incident Management: Restore the service as soon as possible while minimizing any negative effect on
business processes
Problem-Management: Prevent and reduce incidents as well as to provide quick and effective problem
solving to ensure a structured use of resources
Change Management: Carry out changes economically and in a timely manner with minimal risk
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IT-Service Management - FunctionsIT-Service Management - Functions Customer Internal Message Handling (SAP Service Desk Message)
Creation of support notifications from each SAP screen including important system / context data (transaction code etc.) and file attachments
Central notification processing in the SAP Solution Manager● Customer-specific work allocation and dispatching rules
Customer data, service contract, SLA and escalation management Manage SAP Notes efficiently
Integrated SAP Notes Search in SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant
Integrated Customer Solution Database (Future) Build up your own Q&A Database
SAP Support Integration Bi-directional interface for forwarding notifications to SAP and receiving solutions
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SAP KC Service Desk Messaging GOP WorkflowSAP KC Service Desk Messaging GOP WorkflowFigure 1
SAP KC Service Desk Messaging GOP Workflow
Third
Parti
esAp
plica
tion S
uppo
rtTe
amLK
ULo
cal
Helpd
esk
User
Problemanalysis
Resolution toIssue Contact AST
NO
NO
Resolve?ProblemAnalysis Solve problem Notify User
Create ServiceDesk Message
ProblemAnalysis NO
Resolve?E-mail to
UserResolution inService Desk
Message
Close ServiceDesk Message
Reportproblem
ConfirmResolution
ProblemAnalysis Resolve?
Resolution inService Desk
Message
Close ServiceDesk Message
E-mail toUser/LKU
ChangeRequred?
YES
YES
NO
Create ChangeRequest
YES
YES
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Working with SAP Service DeskWorking with SAP Service Desk Create Service Desk Message Service Desk Message Submitting
Submit to LKU Submit to AST (Application Support Team)
Actions for Message Processing Set to in process by AST Recommend Solution to User Refer to prior Service Desk Message Link to Change Request Management
Closing a Message Impact Models Monitoring / Reporting Advanced Functions Hypercare Phase
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General SettingsGeneral SettingsTransactionCRMD_ORDERExtras > Settings > Specific
Pushbutton1: ZCRHPushbutton2: ZAUTPushbutton3: SFLN
WhoALL
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General SettingsGeneral SettingsDefault Ibase ComponentDefault Ibase Component
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Messages – Create (1)Messages – Create (1)TransactionCRMD_ORDERWho?Generally, LKUInput:Fast Entry Tab:(short) DescriptionEnd UserReported by Application Team (leave blank)Description (Detailed issue)**Most important fields**iBase Component (Target System)PriorityCategory
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Messages – Create (2)Messages – Create (2)TransactionCRMD_ORDERWho?Generally, LKUSAP Component:Enter Module where problem is occuring.The system determines the associated business partners for the Application team, regarding to SAP Component.SaveGo back to Fast Entry Tab(In the background the escalation process starts).
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Service Desk Message SubmittingService Desk Message SubmittingTransactionCRMD_ORDEREnter trans. numberWho?LKU evaluates messageLKU determines support level:Application Support Team(notifications sent)LKU Teams
Input: Action Submit to XXX- Team (see above)Save
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Actions for Message ProcessingActions for Message ProcessingInitial Status
Submit to LKU
Indicates that further analysis needs to be done.
Submit to Application Support Team (AST)
Indicates that further analysis is required by the AST. Use this for Message Control Team (MCT) usage during Hypercare.
Final Status
Link To Change Request Management
Recommend Solution to User
Refer to prior Service Desk Message
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ActionsActions – – Submit toSubmit to LKU LKUTransaction:CRMD_ORDEREnter trans. numberWho?LKU
Input:
Action / Status
Submit to LKU
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Actions – Submit toActions – Submit to AST ASTTransaction:CRMD_ORDEREnter trans. numberWho?LKU
Input:
Action / Status
Submit to AST
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Actions for AST Message - ProcessingActions for AST Message - ProcessingTransactionCRMD_ORDEREnter trans. numberWho?AST team member
Input:Option 1Set in process by AST
AST team member taking ownership/responsibility for solving message.Use these actions if it can not be determined how the message should be handled.
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Actions – Recommended Solution to UserActions – Recommended Solution to UserTransactionCRMD_ORDEREnter doc. number
Who?LKU
InputOption 2Subject:Recommended Solution = problem solved; detailed description of solutionEnter:Recommend Solution to UserSave
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Actions – Refer to prior Service Desk MessageActions – Refer to prior Service Desk MessageTransactionCRMD_ORDER
Who?LKUGo to:Transaction Data Tab> Solvay Additional Fields screenInputOption 3Reference Number = Reference Message Number
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Actions – Actions – Link to Change Request ManagementLink to Change Request Management
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Actions – Actions – Link to Change Request ManagementLink to Change Request ManagementTransactionCRMD_ORDEREnter trans. number
Who?LKU
Input:Selection action:Link to Change Request Management
SAVE
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Actions – Actions – Link to Change Request ManagementLink to Change Request ManagementTo view new change request document:
Select Document flow
Double click Change Request
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Actions – Actions – Closing MessageClosing MessageTransactionCRMD_ORDEREnter trans. number
Who?LKU, (based upon enduser test)
InputAction: (options)Reopen Service Desk Message = suggested solution does not solve problemConfirm Service Desk Message = suggested solution solved problem
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Actions – Actions – Closing MessageClosing MessageClosing possible only for status
Recommend Solution to User
Refer to prior Service Desk Message
Automatic Closing
Link To Change Request Management
Note:
A closed message cannot be changed any more.
A message can only be linked to one Change Request.
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Solvay Service Desk Escalation Process & Priority Solvay Service Desk Escalation Process & Priority ModelModel
1. If the LKU cannot solve the problem it will be escalated to the respective Application Support team - third level support.
2. If the problem is not solved it is escalated to the Application Support Managers - fourth level of support.
3. If the problem is not solved it is escalated to the Desk Management group - fifth level of support.
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Working with Desk Support – Impact ModelsWorking with Desk Support – Impact ModelsService Levels (SL) Total Impact Model/Process
DescriptionService Levels based
on Priority Model
Priority Type Impact Level: Response time:Low 1 user or desktop/user group or group CI
Has no effect on business continuity5 daysResolution time:30 working days
Medium Country/NW segment/SW function/system/…Has little effect on business process continuityDefault Setting
2 daysResolution time:5 working days
High Region (EU)/Mission Critical System/Backbone/VPN/…Has moderate effects on business process continuity
8 hoursResolution time:5 hours
Very High Any categoryHas critical effect on business process continuity (country or corporate)Every impact on the production systems.
1 hourResolution time:4 hours
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Some Questions and AnswersSome Questions and AnswersWhen exactly does the clock start clicking for the messages?
When the message is created.
What if the LKU creates the message and does absolutely nothing with it--other than "mark" in process. Does the clock start ticking?
Yes, escalation to level 1 will be processed if the status is not 'in process' and not completed. Escalation to levels 2 and 3 will be processed if it not completed (even if it is in process).
What happens if the message is forwarded to another LKU? Does the clock start ticking? Or only when the message is submitted?
Forwarding does not change the clock. The original date/time is used.
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Some Questions and AnswersSome Questions and AnswersWhat are some standards when processing Messages?
1. The message must be in English.2. Don't put more than one issues in a message.3. If there is a 'Recommended solution‘, always state
who provided the solution (SAP, GFITL, GKU etc).4. Attach a file to illustrate issues (in English, if it can
be reproduced in English).5. Set default values whenever possible in the
message.
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Monitoring - SelectionMonitoring - SelectionTransactionCRM_DNO_MONITOR
InputSelect parameters
Example:Enter SLFN for transaction type if only service messages are to be viewed.
Execute
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Monitoring – Results and VariantsMonitoring – Results and VariantsTransactionCRM_DNO_MONITOR
InputSortExport to ExcelChange LayoutReport Variants
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Attach a DocumentAttach a DocumentTransactionCRMD_ORDER
NavigateTransaction Data DocumentsActionImport Document
Example:SU53 for authorization problem
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Attach a Document (1)Attach a Document (1)TransactionCRMD_ORDER
NavigateTransaction Data DocumentsActionImport Document
Example:SU53 for authorization problem
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Attach a Document (2)Attach a Document (2)TransactionCRMD_ORDER
ActionAttach DocumentClick on Open
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Attach a Document (3)Attach a Document (3)TransactionCRMD_ORDER
ActionName your documentthen, SAVE
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Change Component—Send Mail(1)Change Component—Send Mail(1)TransactionCRMD_ORDER
ActionChoose your new component
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Change Component—Send Mail(1)Change Component—Send Mail(1)TransactionCRMD_ORDER
NavigateTransaction Data Partner
ActionHighlight new team/person that needs to be notified of the new message.
Step 1Step 2
Step 3
Step 4
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Hypercare Phase Jan. 1 – Feb 9Hypercare Phase Jan. 1 – Feb 9
Create Service DeskMessage
Report problem
Messageclosed
Notification automaticallysent to user who
reported the issue
Select action “Submit toAST” in order to forward
to MCT
Issue already loggedin a prior Message?
Determinenecessary action
for message
Problem Analysis
Select action “Referto Prior Service Desk
Message”
Select action“Confirm
Service DeskMessage”
Select action “Linkto Change Request
Management”
LKU
Mes
sage
Con
trol T
eam
(MCT
)
Select action“Recommend
Solution to User”Training issueor user error?
Enterrequiredfields forselectedaction
Change requiredin system to
correct issue?
Enterrequiredfields forselectedaction
Action to selectnot known?
Select action“Reopen
Service DeskMessage”
Issueresolved?
No
Yes
Select action “Set toIn Process by AST”
Perform the necessaryresearch to determine
message resolution (i.e.contact GFITL,)
Change Requestcreated
automaticallyand linked toService Desk
Message
Notificationautomaticallysent to user
who reportedthe issue
Hypercare Process Flow 27 Nov 2006
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Hypercare Phase Jan. 1 – Feb 9Hypercare Phase Jan. 1 – Feb 9Solvay Alliage Wave II Esclation Process
END USER
Message Escalatedvia e-mail
if not solved
Open Service Desk Message
1st Level Support
Local Key User - Creates Service Desk Message
Problem or Incident
Service DeliveryService Delivery
2nd Level Support
Message Control Team
Service DeliveryService Delivery
3rd Level Support
Application Support Team(s)
Message Escalatedvia e-mail
if not solved
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