IT Service Desk

Learn how SAP’s IT Service Desk Operation rapid-deployment solution for IT Service Desk enables the provision of service to customers and prospects calling into a service call center.

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  • http://www.sap.com/demos/mmov/demos/sap-it-service-desk-operation-rapid-deployment-solution-demo-us-clip1.mp4
    • Investigate issues through the IT service desk. Tina is an IT service desk agent at Tidemann Electronics, a company that uses the SAP IT Service Desk Operation rapid-deployment solution. She receives a call from George, a buyer at the company, who has an issue with an application, so she creates an incident ticket. In the rapid-deployment solution, Tina enters a short description of George’s issue, as well as values for impact and urgency. And, she enters a more-detailed problem description. She selects “blue screen error” as the fourth category for the incident, and the solution automatically fills in categories one through three. Next, Tina looks for a solution to the incident. She enters the search text, “blue screen” to search for appropriate knowledge articles that may offer a solution. Four knowledge articles are displayed, and she reviews them by navigating to the article details. She chooses the article most likely to provide a solution, but unfortunately, it doesn’t resolve the issue. Since she can’t find an answer, Tina decides to dispatch the incident to the second-level support organization. The solution determines the appropriate processor and service team, based on predefined rules. Now that she’s dispatched the incident to Paula from second-level support, Tina saves and closes the incident.
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