SAP CRM ITSM at City of Cape Town JP Nel

Consnet (Pty) Ltd

Agenda

• The City’s Background

• ITSM on SAP CRM 7.0

• Solution Design

• Implementation

• Points to Ponder

• What’s next for the City?

• Closure

2

Inbound Channels

Background

3

+/- 14 000 users across multiple business units

• Hardware / Infrastructure • Software & Business Applications

• Networking • Facilities Se

rvic

es

IT Service Desk (13 Agents) SAP Service Desk (4 Agents)

IT Support Structure ERP Support Centre A

dvan

ced H

elp D

esk (A

HD

)

Solu

tion

Man

ager Service D

esk

Micro

soft O

utlo

ok

CRM IT Service Management

4

CRM IT Service

Management

IT Service Desk

Incident and Service Request

Management

Problem Management

Knowledge Article

Management

Change and Approval

Management

Object and Ibase

Management

Service Level Management

IT Analytics

Single Platform with Standardized

Processes across IS&T

Guided by ITIL Framework

and Best Practices

Inbound Channels

Solution Design - Overview

6

+/- 14 000 users across multiple business units

• Hardware / Infrastructure • Software & Business Applications

• Networking • Facilities Se

rvic

es

IT & SAP Service Desk

IT Support Structure ERP Support Centre

ITSM o

n SA

P C

RM

Service Desk Processes

Incident Management Processes

Problem Management Processes

SAP

Solu

tion

Man

ager

SAP Support (OSS)

ChaRM processes

SAP EarlyWatch Monitoring

Change Management Processes

Business Intelligence Analytics

• Account Identification based on Employee Records

• Full Interaction History of Employee

• Integrated with the City’s IT Survey Tool

7

Implementation – Service Desk

1. Handle on average 2525 emails per month for 2012 2. 9030 Service Requests are created per month for 2012 3. Automatic Account identification on +/- 85% of all emails 4. Emails are always linked to the service request

Implementation – Incident Management

8

1. Categorization of Service Requests 2. Status Management 3. Dispatching of Service Requests 4. Propose and Find Related Problems 5. Recording Dates and Durations of Service Requests 6. Create Follow-up transaction and outbound emails 7. Resolution and Root Cause Categorization

Implementation – 2nd and 3rd Line Support

9

Implementation – Problem Management

10

1. Categorize Problems 2. Classify Problems 3. Dispatching of Problems 4. Propose and Find Related Incidents 5. Lock / Un-Lock Incidents 6. Create Follow-up transaction and outbound emails 7. Resolution and Root Cause Categorization

Implementation – Change Management

11

1. Currently only productive for ERP support Centre 2. Categorize Request for Change 3. Classify Request for Change 4. Request for Change Approval 5. Automatically Trigger ChaRM process (pilot for CRM) 6. Manage Support and Project Changes

Implementation - Analytics • Operational Analytics

– Saved Searches

– Chart View

– Export to Excel

• Business Intelligence Reports

12

• Corporate Dashboards

Points to Ponder

• Project Timelines: – Blueprint Start: 2011-03-22

– Go-Live: 2011-07-11 (3.5 months)

• Top 3 pain points: – Definition of Service Catalog

– Dependency on Organizational and Employee Data

– Email processes on day one

• Other Solutions on the CRM Platform: – Corporate Call Centre with Utility Industry functions (Interaction Centre Productive since May 2009)

– Employee Interaction Centre (Productive since October 2011)

– Transport Information Centre (Planned for May 2012)

– Telecommunications (Planned for June 2012)

• Why CRM and not Solution Manager? – Solution Manager 7.1 Release Date

13

What’s next for the City? • Custom BI Reports

• Knowledge Management

• Self-Services

• Service Level Definition

• Roll out Change Management to IT

• Long Term Recommendations:

– Consider migration to SAP Solution Manager 7.1

– Infrastructure Management

14

Closure

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