Overview Presentation SAP IT Service in SAP CRM SAP Enhancement Package 1 for SAP CRM 7.0 Welcome to today s presentation on SAP IT Service and how it can benefit your IT service business. 1
Agenda 1. Business Environment 2. SAP Solution for IT Service 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP? In today s presentation, we will begin by discussing the business environment of IT service management and continue with an overview of the SAP solution for IT service management. We will cover highlights of the IT service capabilities in SAP enhancement package 1 for SAP CRM 7.0, and point out why you should choose SAP for IT service management. 2
Agenda 1. Business Environment 2. SAP Solution for IT Service 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP? Let us start with the business environment. 3
IT is Asked to do More with Less... Help drive top line while reducing bottom line Shorter Cycles Increasing demands for business agility results in increasing IT demands Change Systems Increased Workload Managing the IT environment is complex and getting worse Inefficient IT resource allocation and utilization Change Process The times of long multi-year implementations with large budgets is long gone, now IT has to do MORE with LESS Today, IT must constantly deliver in support of corporate strategy IT is measured and scrutinized more and more 4
Stuck In Operations Too little budget for strategy and implementation 5-7% Strategy 15-20% Implementation 70-80% Operations Operations function plagued by unplanned maintenance 10% distracted Strategy by escalations Development resources pulled into 45% operations crises Implementation Pressure on IT leads to shortcuts in development cycle 45% Operations TODAY FUTURE LEFT The left pyramid shows a typical budget today Too much spent in Operations with limited value add Caused by lacking processes Lacking processes create unplanned situations and firefights Firefights distract management and development from their main work due to escalations Implementation projects get affected and distractions may affect code quality of new solutions (defects) Introducing defects creates more escalations, etc. etc. RIGHT This is about where IT needs to be You notice how the pyramid is smaller and budgets are already shrinking due to the current economy (see analyst quote) Per HP, 45% of Operations budget is spent on unplanned maintenance (firefighting); this number needs to be reduced to 5% through pro-active maintenance This allows for more time to help the business innovate with the help of technology/business processes Emphasis on strategy with stronger focus 5
ITIL v3 The IT Infrastructure Library is a consistent and comprehensive documentation of best practices for IT service management and has become a de-facto standard for IT service management Standardize IT service processes and terminology Improve communication among all parties involved Define clear services and make them measurable Increase customer satisfaction by meeting agreed-upon services Reduce costs spent on inefficient processes The IT Infrastructure Library is a consistent and comprehensive documentation of best practices for IT service management and has become a de-facto standard for IT service management. Therefore any solution for IT service management needs to be ITIL compliant. 6
What Does This Mean for Your IT Operations? Top IT management issues How do I ensure that my IT service desk meets user expectations? How do I control my cost of IT operation and increase my investment in IT strategy and implementation? How is my organization s performance compared to my industry peers? Am I running IT as a business? These top issues are aligned with the IT hierarchy and the high level lifecycle from 1 Business Strategy -> 2 IT Strategy -> 3 Implementation -> 4 IT Operations ad 1 The CIO wonders how to increase his influence in overall corporate strategy ad 2 The Program Officer (PMO responsible for the choice and tracking of projects) wonders how to best map IT initiatives to business initiatives ad 3 The development manager is dealing with a diverse workforce that is highly mobile (distributed around the world, SAP and IT skill in high demand during good economic times). How to keep all developers happy and engaged AND fulfill the business requirements? ad 4 The operations manager is normally the least involved in all 3 pre-ceding steps but needs to manage and support all applications after go-life. Development teams tend to step away saying they have to focus on new business initiatives. 7
Agenda 1. Business Environment 2. SAP Solution for IT Service 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP? Let s come to SAP s solution for IT service management. 8
IT Service Capabilities in SAP CRM SAP ITSM enables efficient and ITIL -compliant IT support processes It does this by providing a pre-defined solution that enables end-to-end incident, problem, change, and knowledge management processes IT Service Desk Central interface to assist end-users IT Professional Provisioning of expert knowledge IT End-User Entering and tracking of incidents With SAP IT Service (SAP ITSM), especially the IT operations teams will find comprehensive coverage of the processes relevant to them, such as incident, problem, knowledge, and change management. But of course also service delivery processes such as service level management, service asset and financial management are integrated and help to deliver best-in-class IT support. 9
SAP IT Service Service Level Incident & Service Request Customer Problem SAP IT Service enables efficient and ITIL compliant IT support processes Incident & Service Request Problem Change Installed-Base & Object Knowledge Change Knowledge Installed-Based & Object (for Configuration ) Service Level SAP IT Service is a new CRM solution and is available with the business suite launch in 2009. While based on the new CRM with its superior user interface, it is not tied to CRM from a terminology a messaging point of view It provides a great service desk both for internal IT organizations or IT service providers Its key differentiator compared to other IT service tools is the deep business suite integration, allowing integrated cross charging and billing 10
IT Service Desk Enhance productivity of IT service desk agents Incident & Service Request Service Level Problem Customer Installed- Base & Change Object Knowledge IT Service Desk Provide IT service desk agents with a easy-to-use application interface with integrated communication toolset Benefits Easy-to-use application for rapid adoption with minimal training Empower IT service desk agents with powerful tools and information Increase customer satisfaction and service transparency Intuitive UI grants access to all processes and functions which are necessary for the agent to provide best-in-class IT services Communication management queues inbound communication, defines routing rules, and routes communication to agents Inbound communication processing and contact management enables agents to receive customer requests via phone, e-mail, fax, or chat, and to identify the customer and affected configuration item Integrated solution search enables fast and professional solution provisioning, for example by integrated solution e-mailing Agent guidance supports IT service desk agents with rule-based alerts, interactive scripts and surveys as well as automated navigation The IT service desk is the central, single point-of-contact for all IT related issues. It is based on SAP CRM Interaction Center functionality and can integrate with business communication management solutions such as SAP BCM. 11
Service Level Optimize service delivery and provide transparency Incident & Service Request Service Level Customer Problem Installed- Base & Change Object Knowledge Service Level Define and manage all IT services and their related service level agreements Benefits Optimize service delivery Monitor service level compliance Provide transparency between IT and business Increase transparency of revenue and costs Service & product definition defines service products which are offered in a service catalog Contract management defines contracts with customers to specify the agreed-upon conditions for the selected services Service & contract determination automatically determines the available services and contracts during incident, problem, and change management Service level determination automatically identifies service level agreements from contracts, customers, or other objects, and sets service process dates and thresholds accordingly Service billing and cost allocation makes sure that the delivered IT services are correctly billed and costs allocated correctly With service level management, the IT organization defines and monitors the services offered to their customers. 12
Incident & Service Request Increase efficiency of responding to user requests Service Level Installed- Base & Object Incident & Service Request Customer Problem Change Knowledge Incident & Service Request Capture, document, and track all user requests from creation to resolution Benefits Increase IT support productivity Deliver the best solution in a timely manner Enhance customer satisfaction Incident & service request creation captures all relevant information including references to configuration items and enables rule-based dispatching as well as escalation management Incident & service request classification categorizes user requests based on multi-level categorization and enables solution suggestions as well as auto completion Solution provisioning helps the support staff to search for relevant knowledge articles in the knowledge repository and to deliver the best solution to the end user Incident & service request completion closes user requests and notifies users; optionally it can trigger follow-up processes such as recording of working time, billing, etc. With incident & service request management, the IT service desk can capture all sorts of incoming requests and issues and process them efficiently. 13
Problem Investigate and resolve issues in the IT infrastructure Service Level Incident & Service Request Problem Customer Installed-Base Change & Object Knowledge Problem Investigate, resolve, and document issues in the IT infrastructure as well as workarounds or solutions to them Benefits Document problem investigation in detail Speed up incident resolution Make investigation results available to all relevant parties Provide detailed information to change management Problem creation captures all relevant information with regards to the issue, including the links to all related incidents Problem classification categorizes problems based on multi-level categorization and problem class, e.g. known error Incident references establishes relationships, optionally based on system proposals, to all incidents with the same root cause and facilitates automatic incident completion once the problem is solved Problem closure documents the outcome of the investigation and triggers follow-up activities such as creation of knowledge articles for the solution repository; optionally it can trigger follow-up processes such as recording of working time, billing, etc. Problem management focuses on the investigation and resolution of problems in the IT infrastructure. It is tightly integrated with incident, change, and knowledge management. 14
Change Ensure that authorized changes are implemented properly and in time Incident & Service Request Service Level Problem Installed- Base & Object Customer Change Knowledge Change Request, approve, and document IT infrastructure changes to make sure that only authorized changes are implemented Benefits Minimize possible negative impact of changes by implementing only authorized changes Enhance visibility of responsibilities per change phase Bill and charge-back based on actual effort Request for change creation captures all relevant information for the requested change such as who is requesting it, which configuration items are affected, and which services need to be provided Approval management defines who needs to approve the request for change and informs the relevant parties via workflow Resource planning makes sure that the requested work gets carried out by qualified resources and that the required service parts are available in time Change completion documents the time spent and components used for the change implementation, and triggers the update of the configuration item documentation Through change management all requested changes are tracked, evaluated, approved, and implemented. 15
Knowledge Leverage organizational knowledge to meet user s needs Incident & Service Request Service Problem Level Customer Installed- Base & Change Object Knowledge Knowledge Document solutions and offer them via search to the IT service desk and directly to end users Benefits Decrease time to resolution for known issues Leverage and publish organizational knowledge Minimize training time for new support employees Knowledge article creation documents solutions to issues in the IT infrastructure with relevant linkage to incidents, configuration items, and other knowledge articles Knowledge article classification categorizes and tags knowledge articles for easy access and auto suggest functions Knowledge article provision publishes knowledge articles to relevant publishing groups, enables auto suggest and manual search, and delivery of the solution via e-mail Knowledge management allows the documentation and publishing of knowledge relevant to solve IT issues. 16
Installed-Base & Object Gain complete visibility of your configuration items Incident & Service Request Service Level Customer Installed- Base & Object Knowledge Problem Change Installed-Base & Object Track and manage configuration items which are referenced in service processes Benefits Make IT infrastructure information transparent Analyze potential impact of any infrastructural changes Leverage SAP ERP information for IT service processes Installed-base management tracks hierarchical and structured information of the IT infrastructure, allows the installation of individual objects, and the download of functional locations from SAP ERP Object management documents the details of the individual objects of the IT infrastructure, optionally by downloading equipment information from SAP ERP, as well as the relationships between these objects Object references in service transactions establishes links to all affected IT objects during incident, problem, and change processing, to complete the requests efficiently Integration to change management automatically updates status information of IT objects assigned as references to requests for change With installed base & object management, configuration items in the IT infrastructure can be documented and tracked. It integrates into SAP ERP for asset management and can optionally be integrated with 3rd party infrastructure management tools. 17
IT Analytics Gain performance insight of IT processes Incident & Service Request Managemen t Service Level Problem Customer Installed- Base & Change Object IT Analytics Enables concise reporting and analyses of your IT service processes and performance Knowledge Benefits Gain insight of IT service processes Measure IT service performance and service level compliance Provide basis for intelligent business decisions Online list reporting enables fast and easy access to list reports for all IT service processes and objects, including graphical display and downloadable spreadsheets Integration to Business Information turns raw data into integrated, meaningful, and actionable information Call center analytics tracks KPIs like average handling time, average speed of answer and first call resolution rate IT service analytics and interactive reporting enable meaningful reports for IT management to track incident, problem, and change management With IT analytics the IT organization can monitor its performance as well as customer satisfaction. 18
Agenda 1. Business Environment 2. SAP Solution for IT Service 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP? Now let s come to the new features available with SAP enhancement package 1 for SAP CRM 7.0. 19
SAP Enhancement Package 1 for CRM 7.0 What s New in SAP IT Service Auto Suggest Knowledge Articles Alert Incident & Service Request ERMS Enablement for Service Requests / Incidents and Problems* Time Recording for Service Requests / Incidents and Problems Dashboards for Service Request / Incident Problem Request for Change Service Level Customer Problem Checklists for Service Requests / Incidents, Problems, Requests for Change Installed-Base & Object Change Interactive Reporting for Service Requests / Incidents Problems Requests for Change Knowledge BI queries, e.g.: SLA Compliance Average Work and Total Duration Closure Rate Number of open requests... *also available with SAP CRM 7.0 SP04 On this slide you can find an overview of new features in SAP enhancement package 1 for SAP CRM 7.0 relevant for SAP IT Service. 20
Auto Suggest Knowledge Article Alert in IC New in SAP EHP1 for SAP CRM 7.0 To automatically inform agents about knowledge articles matching the service transaction s categorization, an alert can be set up: From the alert, the agent can: Access the list of proposed knowledge articles Review the knowledge articles details Send the knowledge articles via e-mail Auto Suggest Knowledge Articles speeds up solution provisioning by pro-actively informing IT service desk agents about available solutions (knowledge articles). 21
ERMS Enablement for Service Requests / Problems New since SAP CRM 7.0 SP04 / SAP EHP1 for SAP CRM 7.0 Service requests and problems (master service requests) are now enabled for E-Mail Response System in Interaction Center environments, allowing: Automatic creation of service requests and problems based on ERMS processed inbound e-mails Automatic linking of reply e-mails to the original service request / problem Routing of a generated service request / problem to a specific service team or employee responsible Dear helpdesk, I am not able to access your support page. Please advise. Best regards, Joe Smith 22
Time Recording New in SAP Enhancement Package 1 for SAP CRM 7.0 Time Recording enables fast and easy entry of time spent working on a service request or problem (master service request): Time record details can contain: Actual duration, employee responsible, service product quantity, service type, valuation type, etc. Typically the user only needs to enter the actual duration and start time The system automatically creates a service confirmation item per entered time record The service product of the service request / problem, e.g. Investigation, is the same as in the service confirmation When you enter your time spent working on a business transaction, the service product available in the transaction s item is automatically copied into the time record as read-only information. You can enter start date and time, work duration, employee responsible, as well as additional data such as service and valuation type. Once the first time record is saved, the system automatically creates a service confirmation as a follow-up document of the service request / master service request. The confirmation is created according to the copy-control settings defined in Customizing. Further time records in the same service request / master service request will be captured as items within the existing service confirmation. You can enter time records at any time as long as the transaction is not in status Completed. You can edit a time record as long as it has not been saved. After saving the time record, you need to apply any necessary changes to the service confirmation to which the time record (service confirmation item) is linked. 23
Checklist New in SAP Enhancement Package 1 for SAP CRM 7.0 With checklists all individual tasks ( steps ) required to fulfill a service request can be defined and processed: Sequential and parallel processing visualized by graphical process flow Determination of checklist and checklist processors via rules SAP Workflow integration to inform step processors Work instructions, action processing, long text available in step details Checklist specific search criteria in search pages and IC inbox Available for service requests / incidents, problems, requests for change, service orders 24
SAP NetWeaver BI 705 Content for IT Service BI-based IT Service Analytics For comprehensive embedded IT service analyses Business Needs: Track and manage compliance of service level agreements Understand the reasons behind incidents and problems Monitor performance Identify unstable configuration items Improve customer satisfaction Available for: Service Requests / Incidents Problems Requests for Change New standard BI content allows comprehensive IT service analytics. 25
Interactive Reporting for IT Service CRM-interactive IT Service Reporting For quick real-time IT service reports: Wizard-based tool for quick creation of CRM-interactive real-time reports for IT Service Professionals Available for: Service Requests / Incidents Problems Requests for Change Allows to monitor, for example: Number and Percentage of service requests / problems within and outside of requested end date Number and percentage of open service requests / problems Number of escalated service requests / problems Reaction time adherence rate Closure rate Average work and total duration With Interactive Reporting each user can easily create their own, real-time reports. 26
SAP BusinessObjects Xcelsius Dashboards for IT Service IT Service Dashboards Provide comprehensive information at a single glance for IT Service Professionals and optionally IT Service Desk Agents Available for: Service Requests / Incidents Problems Requests for Change IT service dashboards provide comprehensive information at a single glance. 27
Employee Replication New in SAP Enhancement Package 1 for SAP CRM 7.0 Employee Replication facilitates usage of employee master data in the role contact person for service processes Report CRM_SSC_ERCP facilitates creation of role contact person for employee master data Set up batch job to regularly run report in background Assign contact persons to sold-to parties to enable processes like service contract management and billing Select contact persons Enter sold-to party to establish is contact person for relationship Optionally delete existing is contact person for relationships You can find the transaction to assign contact persons to sold-to parties in the following business roles: IC Manager: Managing Operations Search: Contact Person Relationships IT Service Professional: Master Data Search: Contact Person Relationships 28
Agenda 1. Business Environment 2. SAP Solution for IT Service 3. Highlights in SAP EHP1 for SAP CRM 7.0 4. Why SAP? Finally let s answer the question why customers should choose SAP. 29
Why SAP? Complete, consistent IT service operations across all contact channels interaction center, e-mail, Web Pre-built integration with SAP BCM, SAP CTI and IP-based communication infrastructure solution Tight integration with core SAP ERP processes such as acquisition of assets, financials and controlling, as well as human resources Scalable solution supports internal IT organizations to very large IT service providers Easy adaptation to evolving business environment Only SAP offers a solution that: Enables end-to-end IT service management processes through the native integration among SAP applications within the SAP Business Suite Provides complete and consistent IT service operations across all contact channels, from interaction call center, email, web, to field service Offers out-of-the-box integration with a software switch for CTI and other real-time communications Leverages sales and marketing capabilities to drive IT service revenue Provides powerful analytics capabilities as well as integration to SAP BusinessObjects solutions 30
SAP Business Suite Optimize and execute business and IT strategies in a world of accelerating change Insight Improve visibility, empower better decision making Execute best-practices and realize end-to-end visibility across your global enterprise Efficiency Improve your mission critical business processes Improve efficiency in your business, run industry specific mission-critical processes Flexibility Expand and innovate without disruption Gain freedom, expand on demand, select innovation on one open platform SAP Business Suite SAP NetWeaver Composition SAP PLM SAP SRM SAP NetWeaver Integration SAP SCM SAP CRM SAP ERP Industry Applications Complementary Applications Enhancement packages Enhancement packages SAP CRM is a key element of the SAP Business Suite, a set of solutions that help companies optimize and execute business and IT strategies in a world of accelerating change. The SAP Business Suite provides three key benefits: Insight, improving visibility and empowering better decision-making Efficiency, improving mission critical business processes Flexibility, enabling businesses to expand and innovate without disruption 31
Links to Other Resources SAP IT Service Solution Brief SAP IT Service Messaging SAP IT Service on SAP Service Marketplace SAP IT Service Offline Demo SAP CRM: Overview Brochure This slide provides you with quick links to collaterals. 32
Copyright 2009 SAP AG All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP Business ByDesign, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects S.A. in the United States and in other countries. Business Objects is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warrant. 33