sap crm itsm at city of cape town - · pdf fileagenda •the city’s background...
TRANSCRIPT
SAP CRM ITSM at City of Cape Town JP Nel
Consnet (Pty) Ltd
Agenda
• The City’s Background
• ITSM on SAP CRM 7.0
• Solution Design
• Implementation
• Points to Ponder
• What’s next for the City?
• Closure
2
Inbound Channels
Background
3
+/- 14 000 users across multiple business units
• Hardware / Infrastructure • Software & Business Applications
• Networking • Facilities Se
rvic
es
IT Service Desk (13 Agents) SAP Service Desk (4 Agents)
IT Support Structure ERP Support Centre A
dvan
ced H
elp D
esk (A
HD
)
Solu
tion
Man
ager Service D
esk
Micro
soft O
utlo
ok
CRM IT Service Management
4
CRM IT Service
Management
IT Service Desk
Incident and Service Request
Management
Problem Management
Knowledge Article
Management
Change and Approval
Management
Object and Ibase
Management
Service Level Management
IT Analytics
Single Platform with Standardized
Processes across IS&T
Guided by ITIL Framework
and Best Practices
Inbound Channels
Solution Design - Overview
6
+/- 14 000 users across multiple business units
• Hardware / Infrastructure • Software & Business Applications
• Networking • Facilities Se
rvic
es
IT & SAP Service Desk
IT Support Structure ERP Support Centre
ITSM o
n SA
P C
RM
Service Desk Processes
Incident Management Processes
Problem Management Processes
SAP
Solu
tion
Man
ager
SAP Support (OSS)
ChaRM processes
SAP EarlyWatch Monitoring
Change Management Processes
Business Intelligence Analytics
• Account Identification based on Employee Records
• Full Interaction History of Employee
• Integrated with the City’s IT Survey Tool
7
Implementation – Service Desk
1. Handle on average 2525 emails per month for 2012 2. 9030 Service Requests are created per month for 2012 3. Automatic Account identification on +/- 85% of all emails 4. Emails are always linked to the service request
Implementation – Incident Management
8
1. Categorization of Service Requests 2. Status Management 3. Dispatching of Service Requests 4. Propose and Find Related Problems 5. Recording Dates and Durations of Service Requests 6. Create Follow-up transaction and outbound emails 7. Resolution and Root Cause Categorization
Implementation – 2nd and 3rd Line Support
9
Implementation – Problem Management
10
1. Categorize Problems 2. Classify Problems 3. Dispatching of Problems 4. Propose and Find Related Incidents 5. Lock / Un-Lock Incidents 6. Create Follow-up transaction and outbound emails 7. Resolution and Root Cause Categorization
Implementation – Change Management
11
1. Currently only productive for ERP support Centre 2. Categorize Request for Change 3. Classify Request for Change 4. Request for Change Approval 5. Automatically Trigger ChaRM process (pilot for CRM) 6. Manage Support and Project Changes
Implementation - Analytics • Operational Analytics
– Saved Searches
– Chart View
– Export to Excel
• Business Intelligence Reports
12
• Corporate Dashboards
Points to Ponder
• Project Timelines: – Blueprint Start: 2011-03-22
– Go-Live: 2011-07-11 (3.5 months)
• Top 3 pain points: – Definition of Service Catalog
– Dependency on Organizational and Employee Data
– Email processes on day one
• Other Solutions on the CRM Platform: – Corporate Call Centre with Utility Industry functions (Interaction Centre Productive since May 2009)
– Employee Interaction Centre (Productive since October 2011)
– Transport Information Centre (Planned for May 2012)
– Telecommunications (Planned for June 2012)
• Why CRM and not Solution Manager? – Solution Manager 7.1 Release Date
13
What’s next for the City? • Custom BI Reports
• Knowledge Management
• Self-Services
• Service Level Definition
• Roll out Change Management to IT
• Long Term Recommendations:
– Consider migration to SAP Solution Manager 7.1
– Infrastructure Management
14
Closure
15