Expert-Guided Implementation Configuration of SAP Solution Manager Service Desk for ISV

Configuration of Service Desk for Software PartnersConfiguration of Service Desk for Software Partners (ISV)

Whenever problems arise at customer side, the SAP Solution Manager Service Desk for Software Partners provides the interface for documenting the incident in a Service Desk Ticket. The Service Desk helps the Software Partners to simplify theThe Service Desk helps the Software Partners to simplify the process of handling error messages and reduce processing times in Incident and Problem Management. Everyone involved in the process will have central access to relevant information at all times.

This Expert-Guided Implementation service, to set up the Service Desk for ISV in your SAP Solution Manger enablesService Desk for ISV in your SAP Solution Manger, enables you to start with a basic incident ticket management quickly, and gives you the knowledge to adopt it to your individual requirements. Target group is Incident Management done by

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SAP Software Partners.

Expert-Guided Implementation Configuration of SAP Solution Manager Service Desk for ISV

Customer requirementsFast project setup, less i t t f ti

Empowering, Web session, 1-2 h. each morning

Training, practical experience, remote consulting

investment of time Set up a solid Service Desk ScenarioCreate a process for incident ticket

SAP expert explains step-by-step configurationusing training materials

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Execution, 2-3 h. on the same dayincident ticket management quicklyUsing standardsDirect remote access to SAP expert

Participants execute demonstrated steps within their own project, on their own SAP environment

Expertise on demand, during execution

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Expert-guided implementation is a new optimized, short-term setup service to

Minimize travel expense

Target GroupService Providers

Participants have direct access to an SAP expertwho directly supports them remotely, if necessary, during the execution

Expertise on demand, during executionpconfigure basic scenarios without long-term, in-house consulting

Customer readinessInstallation and administration knowledge of SAP NetWeaver technology platformWillingness to execute implementation in defined time frameg p

Technical prerequisitesInstallation of SAP Solution Manager (SP18 including Initial and basic configuration. Implementation latest version of SAP Note 1172948SAP Solution Manager has connection to SAP network via remote function call SAPNet - Web Frontend (OSS1-

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g (maintained)S-User in SAP Marketplace with necessary authorization for message processing

Expert-Guided ImplementationSchedule: Configuration of SAP Solution Manager Service Desk for ISV

Empowering lesson

Day 4

Empowering lesson

Day 1

Empowering lesson

Day 2 - 3

Empowering lesson

Day 5

Empowering lessonSAP expert explains and shows Master Data Basics & Basics for Administration of the scenario

Empowering lessonSAP expert explains the planned service desk scenario and shows fulfilment of prerequisites

Empowering lessonStep-by-step explanation of: Solution Manager Initial Setup & ISV specific setup

Empowering lessonSAP expert shows the standard process and best practices for scenario

Execution by customerImplementation by Partner

(Web session, 1-2 h. in the morning)

Execution by customerCheck and fulfil prerequisites by Partner in own system

(Web session, 1-2 h. in the morning)

Execution by customerImplementation by Partner in own system

(Web session, 1-2 h. in the morning)

Execution by customerImplementation validation by Partner in own system

(Web session, 1-2 h. in the morning)

Implementation by Partner in own system

(Remote support in the afternoon)

by Partner in own system backed by on-demand expertise and support

(Remote support in the afternoon)

own system

(Remote support in the afternoon)

Partner in own system

Final goal Scenario is ready to use

Goal of the day

Setup Master Data (Business Partner, User

Goal of the day

Installed Solution Manager is prepared for execution of

Goal of the days

Initial Configuration including profile

(Remote support in the afternoon)Goal of the day

Software Partner has clear understanding about the

for Message Processing)Gain basic knowledge about the administration of the Service Desk ISV functions

scenario implementation steps

parameter, logical systems, S-User, Service Desk basicsService Desk ISV specific configuration

use cases of the implemented scenario. Partner knows the extension and adaptation possibilities for the

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g possibilities for the demonstrated scenario.