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Part 1 of this blog is here. Continuing with the ASUG webcast by SAP’s John Krakowski covering SP05 of Solution Manager 7.1, this part covers Incident Management. As always, things are subject to change and the usual disclaimer applies.

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Figure 1, Source: SAP

Figure 1 covers new innovations in SP05 for Incident Management

The guided procedure will be included in SOLMAN_SETUP

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Figure 2, Source: SAP

Figure 2 shows predefined services and checklists, password resets, top service requests, via the UI for the end user to complete that process.  Standardization comes with the self service UI

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Figure 3: Source, SAP

Users can plan their own requests as shown in Figure 3 to “enhance collaboration” between IT and the end user

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Figure 4, Source: SAP

Figure 4 shows the Dispatcher in box

Dispatcher receives e-mail from end user, the dispatcher will be able to transfer email to the incident.  For certain incidents, it provides e-mails automatically.

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Figure 5, Source: SAP

Figure 5 shows first level end user interface via a phone call

Updated UI for those processing / receiving incidents via phone calls

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Figure 6: Source: SAP

Figure 6 shows the set up of IT Service Management with SOLMAN_SETUP

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Figure 7: Source: SAP

Figure 7 shows planned new roles for ITSM to allow access to the “right data at the right time”.

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Figure 8: Source, SAP

Reporting that drives many of these efforts; coming with SP05 will be enhanced reports that pulls from the SAP BW component as shown in Figure 8.

Reporting will be available to you “out of the box”.

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Figure 9: Source: SAP

Mobile application will be available in SP05

Will be available for iOS only

Communicate with IT support; scan bar codes, take photos as an attachment

Stay tuned for next blog

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3 Comments

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  1. Raquel Pereira da Cunha

    Hi Tammy,

    Once again thank you for sharing info about SP5 with us. I am looking forward to seeing the improvements mentioned here, specialy new status report, web self service ui for end users and iOS app. I see Incident Management in SolMan closer each day to what the CRM Interaction Center provides, with phone calls and email dispatching.

    Best regards,

    Raquel

    (0) 
  2. Dinesh Ghanta

    Hi Tammy,

    I’m implementing ITSM for one of our key Client and I think if we can give the end user acecss to ITSM on their mobile it will be very easy for them to embrace the tool.

    Can you please let me know if the iOS App you mentioned in this blog is released and how we can get access to that App. If it is not released it there any other alternative to give users access to the ITSM links on their mobile phone.

    Thanks and Regards,

    Dinesh Ghanta

    (0) 

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