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

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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

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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

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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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