SAP IT Service Management (ITSM) is ITIL based, compliant & certified software for improving and managing IT services support and operation activities for corporates.

Am sharing in this blog some of my experience with SAP ITSM software from one implementation project also as an IT services manager.

Main SAP ITSM Features 

• IT Requests Management
• Incidents Management
• Problem Management
• Knowledge Management
• Change Management (ChaRM)
• IT Analytics
• IT Service Desk.

Terminology:

IRT
The IRT (Initial Response Time) represents the calculated point in time between the creation of the incident message and the first reaction by the processor contracted in the SLA.

MPT
The MPT (Maximum Process Time) represents the calculated point in time between the creation of the incident message and the total processing time of the message contracted in the SLA

SLA
Service Level Agreements

Define SLA Categories 

You can define SLA categories as per customer requirement for example: 

Define IT Services & Incidents Categories 

Define your IT Services / Incidents categories for example:

Category -1 Category -2 Category -3

SAP Basis SAP Access User ID Creation SAP Basis SAP Access User ID Deletion SAP Basis SAP Access User ID Authorzation Modify SAP Basis SAP Access User ID Lock SAP Basis SAP Access User ID Reset Password SAP Basis SAP Access Others

IT Hardware Request New Monitor IT Hardware Printer not working IT Hardware Keyboard Replace IT Hardware Mouse Replace IT Hardware Others

IT Software Software License Expired IT Software Antivirus Installation IT Software Antivirus Update Problem IT Software Antivirus Port Unblocking IT Software Others

IT Email Creation IT Email Deletion IT Email Suspend IT Email Reset Password IT Email Others

1000+ categories were created as per the customer requirement.

Define IT Support Team Members:

1. Log on to ITSM as Administrator having modify config. authorization
2. go to: Service Operations –> Organization Model
3. Insert Employee

Authorization matrix and Roles (Basis)

You need minimum three basic roles to be created on your solution manager server. 

1. Role for your IT team (SUPPDESK_PROCESSER) (without any configuration)
   ZITSM_SUPPDESK_PROCESSER
2. Role for the Administrator with all Config Access
   ZITSM_SUPPDESK_ADMINISTRATION
3. Role for Normal End users and employees  (Ticket Creator)
   ZITSM_SUPPDESK_END_USER

Raising Service Request (End user)

• Login to your SAP ITSM
• Raise service request or incident and follow your screen
• save.

Responding to Service Request (ITSM Manager)

All IT Service Messages (Service Requests/Incidents) will follow below Statuses:

Whenever there is new Service Request/Incident raised by anyone the IT services manager should follow the below steps to assign it to correct message processor

Open the ticket, assigned it to Message processor.

• Logon to ITSM
• Edit the ticket –> Assign ticket to correct message processor

you can select message processor from the dropdown list or by entering his employee id.

Responding to Service Request

• Current Step Status: NewAll Service Requests/Incidents will be assigned to “New” Status as soon as it is created.
• Action Required by Message Processor (Ticket Processor)
  once message is assigned it to Message processor.
• Status Change in this step: None 

• once message is assigned to one of message processor he/she will receive email notification, Message processor should logon to the ITSM, change the status of message to “In Process” Initial Response to avoid breach of response time SLA…

• Change Message Status to “Customer Action” is optional which is only required if you need any information from requester.

• Change Message Status to “Proposed Solution“. if the issue solved or solution provided .

ITSM Monitoring and Reports 

Everything can be exported to excel where you can do your own analytics also standard ITSM Monitoring tool can be used to create Pie, Bar diagrams

For example: create pie diagram present all incidents which are in status: MPT Warning 

1. Login to your ITSM system
2. Select Incident Management from the side menu
3. Click on Incidents within the Search section 

1. Start incident search with certain parameter: Status = MPT Warning, click Search 

    5. Click on Open Chart button to display the result in a pie or bar 

You can export search result to excel:

Add/Remove Fields – user interface 

• Log on to ITSM as Administrator having modify config. authorization
• Navigate to the page you want to modify (Create service Request).
• Click the configuration button

You can move fields Right – left, add/ remove fields…

Conclusion

For companies running SAP ERP, need IT helpdesk solution no need to go for for third party software or vendor they can implement SAP ITSM faster (less the one month in our scenario), more efficient and at lower cost.

Thanks.