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.
Figure 1, Source: SAP
Figure 1 covers new innovations in SP05 for Incident Management
The guided procedure will be included in SOLMAN_SETUP
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
Figure 3: Source, SAP
Users can plan their own requests as shown in Figure 3 to “enhance collaboration” between IT and the end user
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.
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
Figure 6: Source: SAP
Figure 6 shows the set up of IT Service Management with SOLMAN_SETUP
Figure 7: Source: SAP
Figure 7 shows planned new roles for ITSM to allow access to the “right data at the right time”.
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”.
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