Overview Presentation. SAP IT Service Management in SAP CRM. SAP Enhancement Package 1 for SAP CRM 7.0

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Overview Presentation

SAP IT Service Management

in SAP CRM

SAP Enhancement Package 1 for SAP CRM 7.0

Welcome to today‘s presentation on SAP IT Service Management and how it can benefit your IT service business.

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1. Business Environment

2. SAP Solution for IT Service Management 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP?

Agenda

In today‘s presentation, we will begin by discussing the business environment of IT service management and continue with an overview of the SAP solution for IT service

management. We will cover highlights of the IT service capabilities in SAP enhancement package 1 for SAP CRM 7.0, and point out why you should choose SAP for IT service management.

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Agenda

1. Business Environment

2. SAP Solution for IT Service Management 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP?

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IT is Asked to do More with Less ...

Help drive top line while reducing bottom line

Shorter Cycles

Change Process

Increased Workload Change Systems

„ Increasing demands for

business agility results in increasing IT demands

„ Managing the IT environment

is complex and getting worse

„ Inefficient IT resource allocation and utilization

The times of long multi-year implementations with large budgets is long gone, now IT has to do MORE with LESS

Today, IT must constantly deliver in support of corporate strategy IT is measured and scrutinized more and more

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Stuck In Operations Too little budget for

strategy and implementation

5-7% 15-20% 70-80% Strategy Implementation Operations

TODAY

„ Operations function plagued by unplanned maintenance

„ Management distracted

by escalations

„ Development resources

pulled into operations crises

„ Pressure on IT leads to shortcuts in development cycle 10% 45% 45% Strategy Implementation Operations

FUTURE

LEFT

The left pyramid shows a typical budget today Too much spent in Operations with limited value add „Caused by lacking processes

„Lacking processes create unplanned situations and firefights

„Firefights distract management and development from their main work due to escalations „Implementation projects get affected and distractions may affect code quality of new solutions (defects)

„Introducing defects creates more escalations, etc. etc.

RIGHT

This is about where IT needs to be

„You notice how the pyramid is smaller and budgets are already shrinking due to the current economy (see analyst quote)

„Per HP, 45% of Operations budget is spent on unplanned maintenance (firefighting); this number needs to be reduced to 5% through pro-active maintenance

„This allows for more time to help the business innovate with the help of technology/business processes

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ITIL® v3

„ Standardize IT service processes and terminology

„ Improve communication among all

parties involved

„ Define clear services and make

them measurable

„ Increase customer satisfaction by

meeting agreed-upon services

„ Reduce costs spent on inefficient

processes

The IT Infrastructure Library is a consistent and comprehensive

documentation of best practices for IT service management and has become a de-facto standard for IT service

management

The IT Infrastructure Library is a consistent and comprehensive documentation of best practices for IT service management and has become a de-facto standard for IT service management. Therefore any solution for IT service management needs to be ITIL compliant.

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What Does This Mean for Your IT Operations?

Top IT management issues

„ How do I ensure that my IT service desk meets user expectations?

„ How do I control my cost of IT operation and increase my investment in IT strategy and implementation?

„ How is my organization’s performance compared to my industry peers?

„ Am I running IT as a business?

These top issues are aligned with the IT hierarchy and the high level lifecycle from 1 – Business Strategy ->

2 – IT Strategy -> 3 – Implementation -> 4 – IT Operations

ad 1 – The CIO wonders how to increase his influence in overall corporate strategy ad 2 – The Program Management Officer (PMO – responsible for the choice and tracking of projects) wonders how to best map IT initiatives to business initiatives ad 3 – The development manager is dealing with a diverse workforce that is highly mobile (distributed around the world, SAP and IT skill in high demand during good economic times). How to keep all developers happy and engaged AND fulfill the business requirements?

ad 4 – The operations manager is normally the least involved in all 3 pre-ceding steps but needs to manage and support all applications after go-life. Development teams tend to step away saying they have to focus on new business initiatives.

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Agenda

1. Business Environment

2. SAP Solution for IT Service Management

3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP?

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IT Service Capabilities in SAP CRM

SAP ITSM enables efficient and ITIL®-compliant IT support processes It does this by providing a pre-defined solution that enables end-to-end

incident, problem, change, and knowledge management processes IT Professional

Provisioning of expert knowledge

IT End-User Entering and tracking of

incidents IT Service Desk

Central interface to assist end-users

With SAP IT Service Management (SAP ITSM), especially the IT operations teams will find comprehensive coverage of the processes relevant to them, such as incident, problem, knowledge, and change management. But of course also service delivery processes such as service level management, service asset and financial management are integrated and help to deliver best-in-class IT support.

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SAP IT Service Management

Customer Incident & Service Request Management Service Level Management Installed-Base & Object Management Knowledge Management Change Management Problem Management

SAP IT Service Management enables efficient and ITIL®-compliant IT support processes „Incident & Service Request

Management

„Problem Management „Change Management „Knowledge Management „Installed-Based & Object

Management (for Configuration Management)

„Service Level Management

SAP IT Service Management is a new CRM solution and is available with the business suite launch in 2009.

While based on the new CRM with its superior user interface, it is not tied to CRM from a terminology a messaging point of view

It provides a great service desk both for internal IT organizations or IT service providers Its key differentiator compared to other IT service tools is the deep business suite integration, allowing integrated cross charging and billing

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IT Service Desk Enhance productivity of IT

service desk agents

IT Service Desk

Provide IT service desk agents with a easy-to-use application interface with integrated communication toolset

Benefits

„Easy-to-use

application for rapid adoption with minimal training

„Empower IT service

desk agents with powerful tools and information „Increase customer satisfaction and service transparency Customer Incident & Service Request Management Service Level Management Installed-Base & Object Management Knowledge Management Change Management Problem Management

„ Intuitive UIgrants access to all processes and functions which are

necessary for the agent to provide best-in-class IT services

„ Communication management queues inbound communication, defines

routing rules, and routes communication to agents

„ Inbound communication processing and contact management enables

agents to receive customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected configuration item

„ Integrated solution searchenables fast and professional solution provisioning, for example by integrated solution e-mailing

„ Agent guidance supports IT service desk agents with rule-based alerts,

interactive scripts and surveys as well as automated navigation

The IT service desk is the central, single point-of-contact for all IT related issues. It is based on SAP CRM Interaction Center functionality and can integrate with business communication management solutions such as SAP BCM.

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12 Customer Incident & Service Request Management Installed-Base & Object Management Knowledge Management Change Management Problem Management

„Service & product definition defines service products which are offered

in a service catalog

„Contract management defines contracts with customers to specify the

agreed-upon conditions for the selected services

„Service & contract determination automatically determines the

available services and contracts during incident, problem, and change management

„Service level determinationautomatically identifies service level

agreements from contracts, customers, or other objects, and sets service process dates and thresholds accordingly

„Service billing and cost allocation makes sure that the delivered IT

services are correctly billed and costs allocated correctly

Benefits

„Optimize service

delivery

„Monitor service level

compliance

„Provide transparency

between IT and business

„Increase transparency

of revenue and costs Service

Level Management

Service Level Management Define and manage all IT services and their related service level agreements

Service Level Management Optimize service

delivery and provide transparency

With service level management, the IT organization defines and monitors the services offered to their customers.

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13 Customer Service Level Management Installed-Base & Object Management Knowledge Management Change Management Problem Management

Incident & Service Request Management

Increase efficiency of responding to user requests

„ Incident & service request creation captures all relevant information

including references to configuration items and enables rule-based dispatching as well as escalation management

„ Incident & service request classification categorizes user requests

based on multi-level categorization and enables solution suggestions as well as auto completion

„ Solution provisioning helps the support staff to search for relevant

knowledge articles in the knowledge repository and to deliver the best solution to the end user

„ Incident & service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

Benefits

„Increase IT support

productivity

„Deliver the best

solution in a timely manner „Enhance customer satisfaction Incident & Service Request Management

Incident & Service Request Management Capture, document, and track all user requests from creation to resolution

With incident & service request management, the IT service desk can capture all sorts of incoming requests and issues and process them efficiently.

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Customer Incident & Service

Request Management Service Level Management Installed-Base & Object Management Knowledge Management Change Management

Problem Management Investigate and resolve

issues in the IT infrastructure

„ Problem creation captures all relevant information with regards to the

issue, including the links to all related incidents

„ Problem classification categorizes problems based on multi-level

categorization and problem class, e.g. known error

„ Incident references establishes relationships, optionally based on

system proposals, to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved

„ Problem closuredocuments the outcome of the investigation and

triggers follow-up activities such as creation of knowledge articles for the solution repository; optionally it can trigger follow-up processes such as recording of working time, billing, etc.

Benefits „Document problem investigation in detail „Speed up incident resolution „Make investigation

results available to all relevant parties „Provide detailed information to change management Problem Management Problem Management Investigate, resolve, and document issues in the IT infrastructure as well as

workarounds or solutions to them

Problem management focuses on the investigation and resolution of problems in the IT infrastructure. It is tightly integrated with incident, change, and knowledge management.

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Customer Incident & Service

Request Management Service Level Management Installed-Base & Object Management Knowledge Management Problem Management Benefits „Minimize possible negative impact of changes by implementing only authorized changes „Enhance visibility of responsibilities per change phase

„Bill and charge-back

based on actual effort Change Management

„ Request for change creation captures all relevant information for the requested change such as who is requesting it, which configuration items are affected, and which services need to be provided

„ Approval management defines who needs to approve the request for

change and informs the relevant parties via workflow

„ Resource planning makes sure that the requested work gets carried

out by qualified resources and that the required service parts are available in time

„ Change completiondocuments the time spent and components used

for the change implementation, and triggers the update of the configuration item documentation

Change Management Request, approve, and document IT infrastructure changes to make sure that only authorized changes are implemented

Change Management Ensure that authorized

changes are implemented properly and in time

Through change management all requested changes are tracked, evaluated, approved, and implemented.

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Customer Incident & Service

Request Management Service Level Management Installed-Base & Object Management Change Management Problem Management

Knowledge Management Leverage organizational knowledge to meet user’s needs

„ Knowledge article creation documents solutions to issues in the IT

infrastructure with relevant linkage to incidents, configuration items, and other knowledge articles

„ Knowledge article classification categorizes and tags knowledge

articles for easy access and auto suggest functions

„ Knowledge article provision publishes knowledge articles to relevant

publishing groups, enables auto suggest and manual search, and delivery of the solution via e-mail

Benefits

„Decrease time to

resolution for known issues

„Leverage and publish

organizational knowledge

„Minimize training time

for new support employees

Knowledge Management

Knowledge Management

Document solutions and offer them via search to the IT service desk and directly to end users

Knowledge management allows the documentation and publishing of knowledge relevant to solve IT issues.

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Customer Incident & Service

Request Management Service Level Management Knowledge Management Change Management Problem Management

„ Installed-base management tracks hierarchical and structured information of the IT infrastructure, allows the installation of individual objects, and the download of functional locations from SAP ERP

„ Object management documents the details of the individual objects of

the IT infrastructure, optionally by downloading equipment information from SAP ERP, as well as the relationships between these objects

„ Object references in service transactions establishes links to all

affected IT objects during incident, problem, and change processing, to complete the requests efficiently

„ Integration to change management automatically updates status

information of IT objects assigned as references to requests for change Benefits „Make IT infrastructure information transparent „Analyze potential impact of any infrastructural changes

„Leverage SAP ERP

information for IT service processes Installed-Base & Object Management Installed-Base & Object Management Track and manage configuration items which are referenced in service processes

Installed-Base & Object Management

Gain complete visibility of your configuration items

With installed base & object management, configuration items in the IT infrastructure can be documented and tracked. It integrates into SAP ERP for asset management and can optionally be integrated with 3rd party infrastructure management tools.

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IT Analytics Gain performance insight of IT

processes

„Online list reporting enables fast and easy access to list reports for all

IT service processes and objects, including graphical display and downloadable spreadsheets

„Integration to Business Information Management turns raw data into

integrated, meaningful, and actionable information

„Call center analyticstracks KPIs like “average handling time”, “average

speed of answer” and “first call resolution rate”

„IT service analytics and interactive reporting enable meaningful reports for IT management to track incident, problem, and change

management Benefits „Gain insight of IT service processes „Measure IT service performance and service level compliance

„Provide basis for

intelligent business decisions Customer Incident & Service Request Managemen t Service Level Management Installed-Base & Object Management Knowledge Management Change Management Problem Management IT Analytics

Enables concise reporting and analyses of your IT service processes and performance

With IT analytics the IT organization can monitor its performance as well as customer satisfaction.

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Agenda

1. Business Environment

2. SAP Solution for IT Service Management

3. Highlights in SAP EHP1 for SAP CRM 7.0

4. Why SAP?

Now let’s come to the new features available with SAP enhancement package 1 for SAP CRM 7.0.

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20 Customer Incident & Service Request Management Service Level Management Installed-Base & Object Management Knowledge Management Change Management Problem Management Dashboards for

Service Request / IncidentProblem

Request for Change

Checklists for Service Requests / Incidents, Problems, Requests for Change

ERMS Enablement for Service Requests / Incidents and Problems*

*also available with SAP CRM 7.0 SP04

Auto Suggest Knowledge Articles Alert

BI queries, e.g.: SLA ComplianceAverage Work and Total

DurationClosure Rate

Number of open requests...

Interactive Reporting for Service Requests / IncidentsProblems

Requests for Change

Time Recording for Service Requests / Incidents and Problems

SAP Enhancement Package 1 for CRM 7.0

What’s New in SAP IT Service Management

On this slide you can find an overview of new features in SAP enhancement package 1 for SAP CRM 7.0 relevant for SAP IT Service Management.

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To automatically inform agents about knowledge articles matching the service transaction‘s categorization, an alert can be set up:

From the alert, the agent can:

„Access the list of proposed knowledge articles „Review the knowledge articles details

„Send the knowledge articles via e-mail

Auto Suggest Knowledge Article Alert in IC

New in SAP EHP1 for SAP CRM 7.0

Auto Suggest Knowledge Articles speeds up solution provisioning by pro-actively informing IT service desk agents about available solutions (knowledge articles).

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„Automatic creation of service requests and problems based on ERMS processed inbound e-mails

„Automatic linking of reply e-mails to the original service request / problem

„Routing of a generated service request / problem to a specific service team

or employee responsible

Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith

Service requests and problems (master service requests) are now enabled for E-Mail Response Management System in Interaction Center environments, allowing:

ERMS Enablement for Service Requests / Problems

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Time Recording enables fast and easy entry of time spent working on a service request or problem(master service request):

„ Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc.

„ Typically the user only needs to enter the actual duration and start time „ The system automatically creates a service confirmation item per

entered time record

„ The service product of the service request / problem, e.g. „Investigation“, is the same as in the service confirmation

Time Recording New in SAP Enhancement

Package 1 for SAP CRM 7.0

When you enter your time spent working on a business transaction, the service product available in the transaction’s item is automatically copied into the time record as read-only information. You can enter start date and time, work duration, employee responsible, as well as additional data such as service and valuation type.

Once the first time record is saved, the system automatically creates a service confirmation as a follow-up document of the service request / master service request. The confirmation is created according to the copy-control settings defined in Customizing. Further time records in the same service request / master service request will be captured as items within the existing service confirmation.

You can enter time records at any time as long as the transaction is not in status

Completed.

You can edit a time record as long as it has not been saved. After saving the time record, you need to apply any necessary changes to the service confirmation to which the time record (service confirmation item) is linked.

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With checklists all individual tasks (“steps“) required to fulfill a service request can be defined and processed:

„ Sequential and parallel processing visualized by graphical process flow „ Determination of checklist and checklist processors via rules

„ SAP Workflow integration to inform step processors

„ Work instructions, action processing, long text available in step details „ Checklist specific search criteria in search pages and IC inbox

„ Available for service requests / incidents, problems, requests for change, service orders

Checklist New in SAP Enhancement Package

1 for SAP CRM 7.0

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BI-based IT Service Analytics

For comprehensive embedded IT service analyses Business Needs:

„Track and manage compliance of service level agreements „Understand the reasons behind incidents and problems „Monitor performance

„Identify unstable configuration items „Improve customer satisfaction

Available for:

„Service Requests / Incidents „Problems

„Requests for Change

SAP NetWeaver BI 705 Content for IT Service

Management

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CRM-interactive IT Service Reporting

For quick real-time IT service reports: Wizard-based tool for quick creation of CRM-interactive real-time reports – for IT Service Professionals

Available for:

„Service Requests / Incidents „Problems

„Requests for Change

Allows to monitor, for example:

„Number and Percentage of service requests / problems within and outside of requested end date

„Number and percentage of

open service requests / problems

„Number of escalated service requests / problems „Reaction time adherence rate

„Closure rate

„Average work and total duration

Interactive Reporting for IT Service

Management

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IT Service Dashboards

Provide comprehensive information at a single glance – for IT Service Professionals and optionally IT Service Desk Agents

Available for:

„Service Requests / Incidents „Problems

„Requests for Change

SAP BusinessObjects Xcelsius Dashboards for

IT Service Management

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Employee Replication New in SAP

Enhancement Package 1 for SAP CRM 7.0

Employee Replication facilitates usage of employee master data in the role “contact person” for service processes

Report CRM_SSC_ERCP facilitates creation of role “contact person” for employee master data

„Set up batch job to regularly run report in background

Assign contact persons to sold-to parties to enable processes like service contract management and billing

„Select contact persons

„Enter sold-to party to establish “is contact person for” relationship „Optionally delete existing “is

contact person for” relationships

„ You can find the transaction to assign contact persons to sold-to parties in the following business roles:

„ IC Manager: Managing Operations →Search: Contact Person Relationships „ IT Service Professional: Master Data →Search: Contact Person Relationships

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Agenda

1. Business Environment

2. SAP Solution for IT Service Management 3. Highlights in SAP EHP1 for SAP CRM 7.0

4. Why SAP?

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Why SAP?

„Complete, consistent IT service

operations across all contact channels – interaction center, e-mail, Web

„Pre-built integration with SAP BCM, SAP CTI and IP-based communication

infrastructure solution

„Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources

„Scalable solution supports internal IT organizations to very large IT service providers

„Easy adaptation to evolving business environment

Only SAP offers a solution that:

Enables end-to-end IT service management processes through the native integration among SAP applications within the SAP Business Suite

Provides complete and consistent IT service operations across all contact channels, from interaction call center, email, web, to field service

Offers out-of-the-box integration with a software switch for CTI and other real-time communications

Leverages sales and marketing capabilities to drive IT service revenue

Provides powerful analytics capabilities as well as integration to SAP BusinessObjects solutions

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Improve visibility, empower better decision making

Flexibility Expand and innovate

without disruption

Improve efficiency in your business, run industry specific

mission-critical processes

Gain freedom, expand on demand, select innovation on

one open platform Execute best-practices and

realize end-to-end visibility across your global enterprise

Efficiency Improve your mission critical business processes

SAP Business Suite

SAP NetWeaver Integration SAP NetWeaver Composition Enhance m ent packages SA P SR M SA P C R M SA P SC M SA P PLM SA P ER P Enhance m ent packages In dus tr y A pp lication s C ompl eme nt ar y A pp lication s

SAP Business Suite Optimize and execute business and IT strategies in a world of accelerating change

SAP CRM is a key element of the SAP Business Suite, a set of solutions that help companies optimize and execute business and IT strategies in a world of accelerating change. The SAP Business Suite provides three key benefits:

Insight, improving visibility and empowering better decision-making Efficiency, improving mission critical business processes

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Links to Other Resources

„SAP IT Service Solution Brief

„SAP IT Service Messaging

„SAP IT Service Management on SAP Service Marketplace

„SAP IT Service Management Offline Demo

„SAP CRM: Overview Brochure

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Copyright 2009 SAP AG

All Rights Reserved

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