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Index | Interaction Center | Shared Service Center | IT Service Desk

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Related Sites
SAP Business Maps on ES Workplace

business scenario maps
  IT Service Desk and IT Support

See also
IT Service Desk Enterprise Services Index

IT Service Desk

main process
The IT service desk is the central point of contact for any sort of IT-related requests and incidents. It ensures that defined services are delivered fast and in a customer-oriented manner, and integrates into back-office processes such as change and service level  management.

 
Improving Service Delivery
  •  Faster access to relevant information
  •  Improve service quality
  •  Increase multi-channel delivery of services
  •  Provide a single face to the customer

    •
    Reducing Operating Costs & Increasing Efficiency
  •  Reduce cost of services
  •  Reduce transaction costs

    •
    Improving Customer Service
  •  Better service levels
  •  Ensure customers are treated in accordance with pre-defined business rules
  •  Improve customer satisfaction and loyalty through quick, accurate responses to inquiries

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    Multi Channel Interactions SAP Component or Feature Available

    Integrates interaction center processes with multiple communication channels, both inbound and outbound.


    Inbound

    Inbound contact handling for phone, e-mail, chat, fax, call-me-back, postal letter, and VoIP. 


    Outbound

    Outbound contact handling for phone, e-mail, fax, postal letter, and VoIP.

     
     
    Account Identification & Maintenance SAP Component or Feature Available

    Identifies accounts and contacts by criteria such as account/contact data, registered product data, business document number. Account maintenance allows to update account data and create contact persons.

     
     
    Object and IBase Identification & Maintenance SAP Component or Feature Available Allows the service employees to maintain and find the relevant information about any sort of objects or installed bases, e.g. hardware, applications, buildings, etc., and refer to them during service processing.
     
     
    Service Request Management SAP Component or Feature Available Allows agents and service employees to create and process all sorts of user-related requests for defined services or requests for new services.
     
     
    Incident Management SAP Component or Feature Available Allows agents and service employees to create and process incidents, which are events that are not part of the standard operation of a service and therefore interrupt or reduce the quality of that service.
     
     
    Integration to SAP Solution Manager SAP Component or Feature Available Allows the integration to SAP Solution Manager for transfer of incidents from SAP CRM which are related to SAP application management and therefore need to be processed in SAP Solution Manager.
     
     
    Problem Management SAP Component or Feature Available Allows agents and service employees to create and process problems and other types of master service requests. Creating master service requests enables the user to assign and lock all related incidents and service requests to the problem / master service request in order to only process and close the master service request and update the individual incidents and service requests automatically.
     
     
    Request for Change Management SAP Component or Feature Available

    Requests for change are used to request all sorts of modifications, e.g. in the IT infrastructure, which often need to be well planned and approved before execution.

    This process allows agents and service employees to create and process such requests for change, as well as it allows all involved parties to review and approve the requests before they are executed and confirmed.

     
     
    Knowledge Article Search SAP Component or Feature Available Knowledge articles are used to describe problems and how they can be remedied. The knowledge article search allows  agents in SAP CRM Interaction Center to search for knowledge articles and to e-mail the relevant knowledge articles to their clients.
     
     
    IT Service Level Management SAP Component or Feature Available Defines and manages all IT services and their related service level agreements. Agents and other service employees have access to service level information such as agreed upon service and response profiles as well as service contracts during service processing. 

     
     
    Escalation Management SAP Component or Feature Available

    Monitors agreed upon service delivery dates and escalates service requests which are or soon will be overdue.

     
     
    Rule Based Dispatching SAP Component or Feature Available Allows the dispatching of service requests and other service processes according to defined rules.
     
     
    Multi-level Categorization SAP Component or Feature Available

    Uses predefined codes to help qualify problems, damages, reasons, tasks, etc.

    Multi-level categorization is be used to categorize reported issues over various levels reducing user complexity and errors.


     
     
    Interactive Scripting SAP Component or Feature Available

    Guides agents during interaction.

     
     
    E-Mail and Chat Integration SAP Component or Feature Available

    Includes an integrated e-mail editor to send out solutions and attachments.

     
     
    Agent Inbox SAP Component or Feature Available

    Enables agents to call up lists of all activities that are assigned to a group or a single agent, filtered by various criteria.  

     
     
    Fact Sheet SAP Component or Feature Available

    Provides a 360° view of an account, which includes sales, marketing,service, sales planning, logistics, and financial information such as account sales pipeline, the list of backorders, credit information, and the list of campaigns running for the account. Allows quick access to information from different systems such as SAP ERP, SAP CRM, and SAP BI.

     
     
    Interaction History SAP Component or Feature Available

    Displays the history of customer interactions across all channels and business scenarios (activities, lead, opportunities, quotations, sales order, sales and service contracts, service requests, and service orders) to the agents' desktop. This visibility helps the agent understand the status and specific situation with an account/contact person thereby making their interaction more effective.


     
     
    IT Service Analytics SAP Component or Feature Available Allows to create queries with reference to service requests / incidents and problems.
     
     
    Help Desk Analysis SAP Component or Feature Available Displays vital help desk information so that service desk managers can monitor and manage their operations more effectively.
     
     
    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus