6 - change and request management sap crm and sap solution manager
DESCRIPTION
Service DeskTRANSCRIPT
HERUG 2011Maastricht
Change and request management
20.04.2010
Change and request management SAP CRM & Solution manager
Bart Desmet and Jan Scheerlinck
1
Agenda
• IT service desk in SAP CRM
• Integration between SAP CRM and SOLMAN
220.04.2010
Some facts and figures
Software components:
SAP CRM 7.0 SP8
SAP Solution Manager 7.0 EHP1
Staff involved:
Herug 19 april 2011
Staff involved:
End-user: 36923 students, 8133 staff
IT service desk agents : 3,8 FTE
IT support & development : 151 (60 -> SAP SolMan)
IT requests:
2011 quarter 1 10744 incidents reported
(avg 165 / working day)
IT support organisation
19 april 2011
IT service desk agent
Works with team “Inbox”
Picks-up incidents created via ERMS (e-mail response management system)
Creates incidents for inbound phone calls (CRM Interaction Center)
19 april 2011
IT service desk agent
Prioritize (Impact x Urgency)
Categorize (Multi Level categorization)
19 april 2011
IT service professional
Reviews team “Inbox”
Picks-up incidents created via ERMS (e-mail response management system)
19 april 2011
IT service professional
Validates priority, category
Analyzes and sends answer
19 april 2011
IT service professional
Tracks incident progress and closure (Status flow)
Analyzes and transfers to development
19 april 2011
CHARM definition
the process
that manages
all possible software changes
in the D, Q and P systemsin the D, Q and P systems
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CHARM types
Bug TeamleadRFC
approved
SmallSmallchange
Changeboard
RFC approved
Largechange
Steering committee
Project
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CHARM in relation to the CRM status
RFC TYPES• Bug fixes
SUPPORT MESSAGE INSOLMAN
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• Bug fixes• Small changes• Large changes
12
CHARM flow in SolMan
SUPPORTMESSAGE
Change requestNormal
CorrectionMaintenancecycle task list
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… …
Change requestNormal
CorrectionMaintenance
Cycle task list
…
CHANGEMANAGER• (Approval)• Analysis
DEVELOPER/TESTER• Development• Test
IT OPERATOR• Transport toproduction
13
The problem
• Manual re-entry of a support message into Solman
20.04.2010 14
The solution
AUTOMATED TRANSFER OF DATA
• Status change in CRM
�triggers an action “send to”
�creation of a support message in SolMan
• Realization of the change
�confirms support message�confirms support message
�triggers status change in CRM
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High level architecture
20.04.2010 16
Data mapping: Overview
CRM Service Desk - Incident Solution Manager – IT melding
Incident ID External Reference number
Description Description
Priority (assigned) Priority
Type Category
Business Partner(s)* Business PartnersBusiness Partner(s)* Business Partners
Text (1 or more)* Text (1 or more)*
/ iBase/component: add manually
Support team: by deduction
Category (process/application) / (manually in text)*
* See next slides
Direct mapping on the object Change Request is not standard: not retained
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Data mapping: Business Partners
• Solution Manager 3th line tool: 1st line contact information redundant
� only transfer of ICTS business partners (less problems with mapping, doubles, etc.)
CRM Service Desk – Incident Solution Manager – IT melding
End user* / (manually in text)
Reported by /
* “End user” should be of the type contact person instead of sold-to
** or user if empty
*** not a 1 to1 relation
Sold-To Party: default K.U.Leuven
Responsible co-worker** Message Processor
Reported by
Servicegroup /***
Support team: deduction from
processor
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Data mapping: Text
• New notation type in CRM needed
� information for 3th line is mostly different from the initial incident
description by the end user.
CRM Service Desk - Incident Solution Manager – IT message
RFC description (notation type) SU99 Description
� if empty: mapping with initial incident description
• Adding manually to this text:
• Original end user (not as business partner)
• Category (process/application)
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CHARM for projects
• Service Desk
• 1 incident per project
• New type � “project”
• Solution Manager
• 1 support message for a project• >= 1 change requests• >= 1 change requests
• 1 dummy change request (ATW)
•
• Cancelation of an individual CR is possible
• Transport to production of an individual CR is possible
• Check out of the support message= project � maintenance
2020.04.2010
Change aspects
• Former 1-1-1 principle canceled1 support message � 1 CR � 1 transport
• Error handling not yet implemented
Change manager can still create a support message in
Solman (parallel message in CRM is required)
• Autorisation developer
• Can not create support messages in solman
• Autorisation user of the integration services
• Create support message
• Check out support message
• Use web services
2120.04.2010
Out of scope/future projects
• Data exchange of intermediate changes
• Exchange of attachments
• Extension CRM reporting (RFC list)
• Consulting CRM incident directly in SolMan
• Error handling of more complex scenarios• E.g. one shot status change in CRM doesn’t create a support message, allow
updates of support messages, …updates of support messages, …
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