Service Delivery with SAP Cloud ALM
SAP Cloud ALM for Service gives you as an SAP customer a chance to centrally access all information for your support services of the past, the present and the future. It allows you to collaborate more closely with the delivery teams conducting these service and to follow up on the results of these service deliveries.
The following applications are available to support the collaboration before, during and after a service delivery:
- Service Delivery Center
- Central access point to all information related to individual service deliveries
- Includes notes, preparation tasks, attachments, access to service results, access to issues and actions
- Service Results
- Detailed online results of service delivery
- Issues and Actions Management
- Tracking and management of all issues and actions detected during service deliveries
Prepare for a Service Delivery
Via the Service Delivery Center, you as a customer can find the list of your upcoming services.
You can access the service details for an individual service by selecting the service in the list. These details give you all kinds of information relevant for that service delivery, including preparation tasks that need to be completed for the service delivery.
Via the notes and attachments, you can receive information such as the agenda or the kick-off presentation from SAP. You can also provide your own information relevant for the service delivery and can decide which of this information should be made available to SAP.
During a Service Delivery
During a service delivery you can find preliminary results in the service delivery center. This might include daily status reports and the wrap up presentation as well as high-priority issues that can already be worked on even before the service delivery is finished.
After a Service Delivery
Once the service delivery is completed, the Service Result is finalized by the SAP delivery team. This includes the finalization of all issues identified during the service delivery and all actions recommended by the service delivery.
The finalized service report is forwarded to your Service Delivery Center and can be viewed there.
You can check the content of the service results online or create a PDF version of the result report.
Additionally, all finalized issues and actions are transferred to your Cloud ALM tenant. You can now start working with your issues and actions.
The synchronization between SAP and your Cloud ALM tenant only works if you have given your consent for data transfer. This consent needs to be given once per Cloud ALM tenant and can be revoked at any time. With this consent, service related, non-personal information is transferred from SAP to your Cloud ALM tenant and back from your Cloud ALM tenant to SAP.
You need the Service Collaboration Administration role collection to give the consent. Consent is given via the Administration card in the Service Delivery Center.
There is a “Meet-the-Expert” session for Cloud ALM for Service. Please see SAP Cloud ALM for service – Meet-the-Expert Session | SAP Blogs for more details.
Please also check out the blog “How to get your Cloud ALM tenant ready for Service Deliveries“.