|SAP Business Maps on ES Workplace|
Companies and their employees are increasingly dependent on a reliable IT infrastructure. The IT service desk is usually an internal department providing a central point of access to all company's employees for any incidents related to their IT equipment. Increasingly IT service desk operations are outsourced and provided by an IT service provider. Still the handling of incidents and IT requests are very similar, be it that they are provided by an internal organization, or by an external IT service provider. Requests which cannot be solved by the IT service desk are escalated to the IT support organization and processed by service engineers.
This business scenario displays a generic incident management process for an incident reported by an IT user and how it is dealt with by the IT service desk and second level support organization:
- The IT user has a problem with his / her IT equipment and contacts the IT service desk. Communication channels are phone, e-mail, self-services, or fax.
- The IT service desk agent collects information about the incident, e.g. which configuration item is affected, what causes might have led to the incident, and categorizes and prioritizes the incident accordingly.
- Based on the collected information the first level tries to provide a solution or workaround to the IT user. To do so, there are several functions which support the first level in the search, e.g. easy access to a solution database, scripts, and alerts.
- If the service desk agent does not find an appropriate solution or workaround on his or her own, the incident is escalated to the second level support organization. The escalation follows pre-defined escalation routines and thus makes it very easy to find the correct second level support team.
- The IT engineers in the second level support organization analyze the incident and find a solution for the issue.
- After finding a solution for the problem, the service engineers plan and process the necessary changes. After successfully implementing the change, they update the IT asset documentation accordingly.
- As soon as a solution or workaround has been provided - either by the first or second level support - the IT user can accept the offered solution and the incident is closed.
This business scenario is supported as of SAP CRM 4.0 Service Extension.
Contact IT service desk
Accept solution or workaround
Identify client and affected configuration item
Create incident (ticket)
Categorize and prioritize incident
Search for solution or workaround
Dispatch and track incident (if necessary)
Analyze and solve problem
Create and process request for change
Update IT asset information