SAP Solution Manager
3
rd
party Service Desk interface
Disclaimer
This presentation is a preliminary version and not subject to your license
agreement or any other agreement with SAP This document contains only
agreement or any other agreement with SAP. This document contains only
intended strategies, developments, and functionalities of the SAP product
and services and is not intended to be binding upon SAP to any particular
course of business, product strategy, and/or development. Please note that
this document is subject to change and may be changed by SAP at any
time without notice.
Partner interface to SAP Solution Manager
Service Desk
SAP Solution Manager offers a
bi-directional interface that enables the
directional interface that enables the
exchange of messages between SAP
Solution Manager Service Desk and
third party help desk tools or another
SAP S l ti
M
SAP Solution Manager.
SAP Solution Manager Service Desk
can be integrated into existing help desk
applications
applications.
The interface is open ,there is no
preferred partner tool. However the
partner tool has to implement a
partner tool has to implement a
corresponding interface.
Basic Architecture
Forwarding a message into another help desk creates a corresponding message there
Forwarding a message into another help desk creates a corresponding message there.
Each message has a uniquely identifiable connection to the message in the other help
desk.
One message takes the lead so the leading system controls the message closure
One message takes the lead, so the leading system controls the message closure.
Additional information (message texts) can be sent and received asynchronously.
Processing messages means that a message can be sent back and forth multiple times.
Use Case 1: Create Message in SAP System
3rd party
H l d
k
Service Desk
Help desk
message
message
message
3*
2
3
1
A new message is created in a managed SAP system or in SAP Solution Manager
directly.
Messages can be forwarded to SAP or 3rd party Help Desk (and afterwards to SAP)
Use Case 2: Creating a message in 3
rd
party
Help Desk
S
i
D
k
3rd party
H l d
k
Service Desk
Help desk
message
message
message
3*
2
1
•
Leading system is the 3rd party Help Desk
•
Messages are created in 3rd party Help Desk and synchronized with SAP Solution
Manager
1:n SAP Solution Manager Service Desks
Incident interface
Service Desk
SAP Solution
M
Manager
3
message
1
message
2
message
3rd party
•
It is possible to synchronize Service Desk
messages with multiple 3rd party Help Desk
systems or SAP Solution Manager
•
Creation of new messages has to be done in one
1
p
y
•
Creation of new messages has to be done in one
of the multiple systems.
•
Capable to forward messages to SAP Support
1
SAP CRM IT Service Management –
An integrated solution with SAP Solution Manager
Incident Billi d
Incident
Management Billing andCost
Allocation Problem Management Change Management Service Level Manage-t IBase and Object Manage
Incident Management
KnowledgeManagement ManagementResource ment
Manage-ment
Incident Management
•
With CRM Release 7.0 there
is a standard interface to SAP
Solution Manager for Incident
M
t
Management process.
•
Incident messages can be
Benefits of Service Desk Interface
Productivity and efficiency
Accelerating the solution times for incidents and support messages
Accelerating the solution times for incidents and support messages
Communication
Improved within the IT organization, and between IT and business users
Bi di
ti
l
l
h
b t
b th
t
i W b
i
Bi-directional, seamless exchange between both systems via Web services
Data exchange can be automated (including all attributes such as priority or file attachments)
Both service desk teams benefit from seamless data exchange and a common outlook
Th
i
d
k b tt
d t
t
d
bl
l
di
t
i
d
i
The service desk better responds to events and problems, leading to an improved service
level and user acceptance
Consistent reporting
Additional Information
For Help Desk Tool vendors:
C tfi
ti
f th i t f
i
ibl
Pl
t
t ICC@
Certfication of the interface is possible. Please contact [email protected]
Find a detailed API document in
http://service.sap.com/solutionmanager
–> Media Libary –>
Technical Papers -> “Service Desk WebService API.pdf “
For iss es
ith 3rd part interface se
http //ser ice sap com/message
and create a message
For issues with 3rd party interface use
http://service.sap.com/message
and create a message
on SAP component: SV-SMG-SUP-IFA
For customers:
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This document is a preliminary version and not subject to your license agreement or any other agreement with SAP This document contains only intended This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended
strategies, developments, and functionalities of the SAP®product and is not intended to be binding upon SAP to any particular course of business, product
strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
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