ChRM Training - Powerpoint Presentation - Service Desk_121506_RHP

Change Request ManagementChange Request ManagementService Support DeskService Support Desk

© 2006, SOLVAY S.A.SOLVAY

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Agenda / TopicsAgenda / Topics

Introduction and OverviewITIL Service Support

SAP Solution Manager Service Desk

Change Request Monitor


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IT-Service Management with ITILIT-Service Management with ITIL

Planning to Implement Service ManagementPlaning, Implementation and optimisation of IT-Service-Management-Processes

The BusinessPerspective

Service ManagementICT

Infrastructure Management

Applications ManagementManagement of Software-Lifecycle

ServiceDelivery

ServiceSupport

Service Support: Unterstützung und Betrieb der IT-Services

Service Delivery: Planung und Lieferung von IT-Services

• Service Desk• Incident Management• Problem Management• Change Management


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IT-Service Management - DetailsIT-Service Management - Details Service Desk:

Central point of contact between the customer (end-user) and the IT area in all matters concerning IT services

Incident Management: Restore the service as soon as possible while minimizing any negative effect on

business processes

Problem-Management: Prevent and reduce incidents as well as to provide quick and effective problem

solving to ensure a structured use of resources

Change Management: Carry out changes economically and in a timely manner with minimal risk


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IT-Service Management - FunctionsIT-Service Management - Functions Customer Internal Message Handling (SAP Service Desk Message)

Creation of support notifications from each SAP screen including important system / context data (transaction code etc.) and file attachments

Central notification processing in the SAP Solution Manager● Customer-specific work allocation and dispatching rules

Customer data, service contract, SLA and escalation management Manage SAP Notes efficiently

Integrated SAP Notes Search in SAP Service Marketplace Implement SAP Notes automatically with the SAP Note Assistant

Integrated Customer Solution Database (Future) Build up your own Q&A Database

SAP Support Integration Bi-directional interface for forwarding notifications to SAP and receiving solutions


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SAP KC Service Desk Messaging GOP WorkflowSAP KC Service Desk Messaging GOP WorkflowFigure 1

SAP KC Service Desk Messaging GOP Workflow

Third

Parti

esAp

plica

tion S

uppo

rtTe

amLK

ULo

cal

Helpd

esk

User

Problemanalysis

Resolution toIssue Contact AST

NO

NO

Resolve?ProblemAnalysis Solve problem Notify User

Create ServiceDesk Message

ProblemAnalysis NO

Resolve?E-mail to

UserResolution inService Desk

Message

Close ServiceDesk Message

Reportproblem

ConfirmResolution

ProblemAnalysis Resolve?

Resolution inService Desk

Message

Close ServiceDesk Message

E-mail toUser/LKU

ChangeRequred?

YES

YES

NO

Create ChangeRequest

YES

YES


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Working with SAP Service DeskWorking with SAP Service Desk Create Service Desk Message Service Desk Message Submitting

Submit to LKU Submit to AST (Application Support Team)

Actions for Message Processing Set to in process by AST Recommend Solution to User Refer to prior Service Desk Message Link to Change Request Management

Closing a Message Impact Models Monitoring / Reporting Advanced Functions Hypercare Phase


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General SettingsGeneral SettingsTransactionCRMD_ORDERExtras > Settings > Specific

Pushbutton1: ZCRHPushbutton2: ZAUTPushbutton3: SFLN

WhoALL


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General SettingsGeneral SettingsDefault Ibase ComponentDefault Ibase Component


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Default SettingsDefault SettingsIbase ComponentIbase Component


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Messages – Create (1)Messages – Create (1)TransactionCRMD_ORDERWho?Generally, LKUInput:Fast Entry Tab:(short) DescriptionEnd UserReported by Application Team (leave blank)Description (Detailed issue)**Most important fields**iBase Component (Target System)PriorityCategory


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Messages – Create (2)Messages – Create (2)TransactionCRMD_ORDERWho?Generally, LKUSAP Component:Enter Module where problem is occuring.The system determines the associated business partners for the Application team, regarding to SAP Component.SaveGo back to Fast Entry Tab(In the background the escalation process starts).


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Messages – Create (3)Messages – Create (3)Review information.SAVE


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Service Desk Message - SubmittingService Desk Message - Submitting


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Service Desk Message SubmittingService Desk Message SubmittingTransactionCRMD_ORDEREnter trans. numberWho?LKU evaluates messageLKU determines support level:Application Support Team(notifications sent)LKU Teams

Input: Action Submit to XXX- Team (see above)Save


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Actions for Message ProcessingActions for Message ProcessingInitial Status

Submit to LKU

Indicates that further analysis needs to be done.

Submit to Application Support Team (AST)

Indicates that further analysis is required by the AST. Use this for Message Control Team (MCT) usage during Hypercare.

Final Status

Link To Change Request Management

Recommend Solution to User

Refer to prior Service Desk Message


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ActionsActions – – Submit toSubmit to LKU LKUTransaction:CRMD_ORDEREnter trans. numberWho?LKU

Input:

Action / Status

Submit to LKU


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Actions – Submit toActions – Submit to AST ASTTransaction:CRMD_ORDEREnter trans. numberWho?LKU

Input:

Action / Status

Submit to AST


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Actions for AST Message - ProcessingActions for AST Message - ProcessingTransactionCRMD_ORDEREnter trans. numberWho?AST team member

Input:Option 1Set in process by AST

AST team member taking ownership/responsibility for solving message.Use these actions if it can not be determined how the message should be handled.


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Recommend Solution to UserRecommend Solution to User


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Actions – Recommended Solution to UserActions – Recommended Solution to UserTransactionCRMD_ORDEREnter doc. number

Who?LKU

InputOption 2Subject:Recommended Solution = problem solved; detailed description of solutionEnter:Recommend Solution to UserSave


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Refer to Prior Service Desk MessageRefer to Prior Service Desk Message


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Actions – Refer to prior Service Desk MessageActions – Refer to prior Service Desk MessageTransactionCRMD_ORDER

Who?LKUGo to:Transaction Data Tab> Solvay Additional Fields screenInputOption 3Reference Number = Reference Message Number


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Actions – Actions – Link to Change Request ManagementLink to Change Request Management


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Actions – Actions – Link to Change Request ManagementLink to Change Request ManagementTransactionCRMD_ORDEREnter trans. number

Who?LKU

Input:Selection action:Link to Change Request Management

SAVE


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Actions – Actions – Link to Change Request ManagementLink to Change Request ManagementTo view new change request document:

Select Document flow

Double click Change Request


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Actions – Actions – Closing MessageClosing Message


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Actions – Actions – Closing MessageClosing MessageTransactionCRMD_ORDEREnter trans. number

Who?LKU, (based upon enduser test)

InputAction: (options)Reopen Service Desk Message = suggested solution does not solve problemConfirm Service Desk Message = suggested solution solved problem


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Actions – Actions – Closing MessageClosing MessageClosing possible only for status

Recommend Solution to User

Refer to prior Service Desk Message

Automatic Closing

Link To Change Request Management

Note:

A closed message cannot be changed any more.

A message can only be linked to one Change Request.


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Solvay Service Desk Escalation Process & Priority Solvay Service Desk Escalation Process & Priority ModelModel

1. If the LKU cannot solve the problem it will be escalated to the respective Application Support team - third level support.

2. If the problem is not solved it is escalated to the Application Support Managers - fourth level of support.

3. If the problem is not solved it is escalated to the Desk Management group - fifth level of support.


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Working with Desk Support – Impact ModelsWorking with Desk Support – Impact ModelsService Levels (SL) Total Impact Model/Process

DescriptionService Levels based

on Priority Model

Priority Type Impact Level: Response time:Low 1 user or desktop/user group or group CI

Has no effect on business continuity5 daysResolution time:30 working days

Medium Country/NW segment/SW function/system/…Has little effect on business process continuityDefault Setting

2 daysResolution time:5 working days

High Region (EU)/Mission Critical System/Backbone/VPN/…Has moderate effects on business process continuity

8 hoursResolution time:5 hours

Very High Any categoryHas critical effect on business process continuity (country or corporate)Every impact on the production systems.

1 hourResolution time:4 hours


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Some Questions and AnswersSome Questions and AnswersWhen exactly does the clock start clicking for the messages?

When the message is created.

What if the LKU creates the message and does absolutely nothing with it--other than "mark" in process. Does the clock start ticking?

Yes, escalation to level 1 will be processed if the status is not 'in process' and not completed. Escalation to levels 2 and 3 will be processed if it not completed (even if it is in process).

What happens if the message is forwarded to another LKU? Does the clock start ticking? Or only when the message is submitted?

Forwarding does not change the clock. The original date/time is used.


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Some Questions and AnswersSome Questions and AnswersWhat are some standards when processing Messages?

1. The message must be in English.2. Don't put more than one issues in a message.3. If there is a 'Recommended solution‘, always state

who provided the solution (SAP, GFITL, GKU etc).4. Attach a file to illustrate issues (in English, if it can

be reproduced in English).5. Set default values whenever possible in the

message.


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Monitoring - SelectionMonitoring - SelectionTransactionCRM_DNO_MONITOR

InputSelect parameters

Example:Enter SLFN for transaction type if only service messages are to be viewed.

Execute


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Monitoring / ReportingMonitoring / Reporting


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Monitoring – Results and VariantsMonitoring – Results and VariantsTransactionCRM_DNO_MONITOR

InputSortExport to ExcelChange LayoutReport Variants


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Advanced FunctionsAdvanced Functions


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Attach a DocumentAttach a DocumentTransactionCRMD_ORDER

NavigateTransaction Data DocumentsActionImport Document

Example:SU53 for authorization problem


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Attach a Document (1)Attach a Document (1)TransactionCRMD_ORDER

NavigateTransaction Data DocumentsActionImport Document

Example:SU53 for authorization problem


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ActionAttach DocumentClick on Open


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ActionName your documentthen, SAVE


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Change Component—Send Mail(1)Change Component—Send Mail(1)TransactionCRMD_ORDER

ActionChoose your new component


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Change Component—Send Mail(1)Change Component—Send Mail(1)TransactionCRMD_ORDER

NavigateTransaction Data Partner

ActionHighlight new team/person that needs to be notified of the new message.

Step 1Step 2

Step 3

Step 4


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Hypercare Phase Jan. 1 – Feb 9Hypercare Phase Jan. 1 – Feb 9

Create Service DeskMessage

Report problem

Messageclosed

Notification automaticallysent to user who

reported the issue

Select action “Submit toAST” in order to forward

to MCT

Issue already loggedin a prior Message?

Determinenecessary action

for message

Problem Analysis

Select action “Referto Prior Service Desk

Message”

Select action“Confirm

Service DeskMessage”

Select action “Linkto Change Request

Management”

LKU

Mes

sage

Con

trol T

eam

(MCT

)

Select action“Recommend

Solution to User”Training issueor user error?

Enterrequiredfields forselectedaction

Change requiredin system to

correct issue?

Enterrequiredfields forselectedaction

Action to selectnot known?

Select action“Reopen

Service DeskMessage”

Issueresolved?

No

Yes

Select action “Set toIn Process by AST”

Perform the necessaryresearch to determine

message resolution (i.e.contact GFITL,)

Change Requestcreated

automaticallyand linked toService Desk

Message

Notificationautomaticallysent to user

who reportedthe issue

Hypercare Process Flow 27 Nov 2006


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Hypercare Phase Jan. 1 – Feb 9Hypercare Phase Jan. 1 – Feb 9Solvay Alliage Wave II Esclation Process

END USER

Message Escalatedvia e-mail

if not solved

Open Service Desk Message

1st Level Support

Local Key User - Creates Service Desk Message

Problem or Incident

Service DeliveryService Delivery

2nd Level Support

Message Control Team

Service DeliveryService Delivery

3rd Level Support

Application Support Team(s)

Message Escalatedvia e-mail

if not solved

Thank You !Thank You !