Simple IT Request – Focused Build Standalone Extensions Part 3

In this blog series, I would like to describe a few standalone enhancements in more detail, which can be very helpful in special situations and can be used independently from the requirements to deploy process from Focused Build.

In this third part, I want to introduce you to a standalone enhancement which is named Simple IT Request. This extension is particularly useful for you when you have implemented or plan to use IT Service Management with SAP Solution Manager.

The Challenge

The increasing complexity of every IT Organization also results in very complex channels between Business Users and the IT Organization. These channels often are different depending on the device (Mobil or Desktop), depending on the Process that gets triggered (Incident, Change Request, Service Order, etc.) and other criteria’s.

The SAP Solution Manager provides more than three different User Interfaces and more than ten different applications and guided procedures that a business user can use to trigger a specific IT Service.

Simple IT Request

The Simple IT Request solves this complexity for every business user. They do not need to think about what kind of IT Process is required and what type of application is the correct one to trigger this service. There are only one channel and one application a business user needs to know to consume all formal IT Services.

With SAPs UI5 Technology, the Simple IT Request is built to run on any device and allows the creation of all the different Service Types that are used in SAP Solution Manager.

Service Managers

The Service Manager can define what services are available in the Simple IT Request Service Catalog. Therefore, we use the concept of transaction template that is already available in solution manager for all the different transaction types (incident, change request, etc.). A service manager simply creates a new template for the service and prefills all transaction fields that are required to fulfill the service. When the service is consumed in the Simple IT Request Fiori App the System creates a new instance of this Service Template.

The different Transactions Templates give the Service Manager full control on how the Service is displayed in the Service APP and what are the different fields business users will see and has to fill in.

With this flexibility, you can create a small generic IT Service Catalog with just a basic service like Incidents and Change Request as well as complex Service Catalogs with Application Specific Services or even User Group Specific Service Catalogs. This standalone enhancement therefore also provides full authorization control on what Services a specific Business User Group gets displayed in the Catalog.

If you are looking for more information about Focused Build and other Focused Solution’s look at these resources:

• Focused Solution Wiki
• Focused Build – Config Guide (Chapter 4 Standalone Extensions)

Other Articles of this Series:

• Cross Landscape Distribution – Focused Build Standalone Extensions Part 1
• Repack – Focused Build Standalone Extensions Part 2
• Simple IT Request – Focused Build Standalone Extensions Part 3
• Test System Refresh – Focused Build Standalone Extensions Part 4
• Release Batch Import – Focused Build Standalone Extensions Part 5
• Cut-Over Checks & Activities – Focused Build Standalone Extensions Part 6 (coming soon)