Service Management – Using Notification Response Time Monitoring

Well, last time I wrote about using notification priorities.  Now I want to help you move to the next level.  Using the response time monitoring.  Now, if you have a call center, you may be using priorities.  That’s a great start.  Using response time monitoring allows you to get further functionality for monitoring your high priority calls.  For a lot of call centers, this may be overkill, but perhaps you’re already doing this offline.  Why not use SAP’s standard functionality?

Now, for the heart of the matter.  How do you configure response time monitoring?  Let’s start with the basics.   

Let’s select SM, and see what’s inside.

The service profile defines the times during each work day when a notification is processed. You can also specify several time periods for each weekday and you can assign a separate response profile to each of these periods.  In this example, you’ll notice that this service window runs Mon – Fri from 8AM to 6PM, Thursday from 6PM to 10PM, and Saturday from 8AM to 1PM.  So this means that the system will only take these days/times into account when it attempts to schedule the response tasks (which we’ll talk about in the next section).  You can add as many counters as you need to define your times when notifications will be processed.  The last column allows you to assign the Response profile.  It’s not required, but does give you one more level of control. 

Now let’s look at the last portion, Define Response Profile

Now, for the response time, this will tie into your Priority that we talked about in the last post.  What happens is that based on the priority, the task group/code are automatically created for the notification with a completion time equal to the now + the interval shown.  So this example says that if you select Priority = 1, 2 tasks will be added to the notification.  The first task must be completed within 15 minutes.  The second task must be completed within an hour. 

Now, to make the most of these, you must be using Tasks in the notification.  In my next post, I’ll talk about using tasks in more detail in your notification. 

If you’re interested in great tips and tricks on SAP service management, variant configuration or production planning, check out my blog at: http://paperstreetenterprises.com/blog/

There is also a link to some SAP Easy Buttons =)

Thanks for reading,

Mike

CTO – JaveLLin Solutions, LLC