Track back to the initial cause or requestor of a deployed software change The Service Desk can be the input channel for business to request a change, in all SAP Netweaver applications.
The deployment status can be tracked in the Service Desk message. The change is deployed via Change Request Management. It might be necessary to implement an SAP note or correct coding, to solve an incident or problem.
Testing Integration Testing Error while testing Set status of test to error Create a Service Desk message with context of test case Determine route to test case owner Resolve error and return to tester Retest the test case and confirm Service Desk message Test case successfully finished Use Service Desk for central test error resolutionĦ Follow-Up Activity to Deploy Changes Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Create follow-up activity to deploy changes to resolve an incident Service Desk message triggers a Change Request. Make Business Blueprint and Configuration issues transparentĥ Testing Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Log & track test errors Service Desk messages are logged during testing in SAP Solution Manager Test Management Test error resolution has a common process, tracking and reporting. Create & track issues in configuration Use centalized Service Desk project organization to resolve issues Use reporting to track issues and make the project issues tranparent Allocate issues to the process in early phases, in case they come up again in the operation phase. 3 Service Desk The Central Capability of Incident Management Service Desk Interface Connectivity to SAP managed systems ERP, SCM, SAP Collaboration 3rd party Help Desk 1:n SAP Solution Manager Service Desk SAP CRM 7.0 SAP Solution Manager Service Desk SAP Global Support Backbone & Partner Ecosystem Interoperability with internal SAP Solution Manager capabilities Projects Change Management Root Cause Analysis Test Management BP Montoring Alerts SAP 2008 / Ĥ Project Issues Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Create & track issues in design Create an issue message related to the business scenario/process or process step in the Blueprint Create issues and assign them to the tasks of the project members responsible Aggregate issues to a high-level TOP issue and involve SAP experts to resolve them.
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