30–50% of SAP Level 1 Help Desk support cases are repetitive. Why not investing in a chatbot?Talk to the bot

ITSM Requests Tracking

Running your IT Service Management services and workflows should be free.

 

In the age of the Cloud, how can you turn your IT into a competitive advantage if every Incident, Service Request, Problem or Knowledge Article cost you a fortune?

ITSM Requests Tracking 1

Today’s ITSM marketplace is crowded, but SAP customers are lucky – they already have one. Like 20.000 other customers, you can leverage SAP Solution Manager 7.2 as an IT or Corporate ITSM platform. It also offers a native integration with other ALM scenarios, such as Process Management, Test Suite, or Change Request Management for end-to-end traceability!

This ITSM solution will not cost you hundreds of thousands in license and maintenance fee, and is packed with modern innovations such as mobile-compatible applications, persona-driven workflows, integrations with testing and change management, and more!

Still worried about how much your support level 1 costs you? Check out our AI Helpdesk chatbot – he will take care of that for you!

Offers everything you need:

  • Browser-based with self-service portal
  • End-users can easily create requests, check the status, and confirm/withdrawn
  • Dispatchers can display a single queue and assign processors
  • Processors can resolve tickets, transfer ownership, trigger status change when answering
  • Out-of-the-box analytics and reporting that can be enriched with dozens of KPIs
  • Tickets can be automatically assigned to a Support Team and service type based on categories
  • Notification workflow (emails, SMS) can be setup
  • SLAs can be setup for IRT/MPT/OLA/UC with automated alerting
  • Tickets can be created out of an inbound email
  • Can be integrated with third-party tools (external ITSM, chatbot, telephony, etc.)

As an end-user, I can create an IT request from the portal. I don’t need to tell the system whether this is about an incident, a service request, etc. It is determined automatically through the categories and the template I choose.

As an end-user, I can check the status of my requests from the portal. I can communicate with the Support Team or processor, add attachments, or withdraw the ticket directly from the interface.

As a dispatcher or processor, I can either dispatch a ticket or process it from the portal. Whenever I communicate with the requester, the system automatically updates the status of the ticket based on my answer (e.g. if I propose a solution, the status changes to “Proposed Solution”). I can also transfer the ticket to another processor.

As a manager or support lead, I have access to various reports that help me anticipate future painpoints, and understand how my team can perform better.

Have unique SAP capabilities:

  • You can choose to work with Fiori Apps, CRM-UI, or both interfaces
  • Your Fiori Applications are role-driven, so each individual is limited to what he really needs
  • You can create followups and automatically link a Service Request to a Request for Change, etc.
  • All Fiori and CRM applications can be integrated in an external launchpad (e.g. your S/4 or C/4)
  • ITSM provides a standard interface with third-party tools that can be used as-is (e.g. ServiceNow)
  • And more…

(for security reasons, our live-demo is not ready YET – scroll down to see a recorded demo in the meantime or contact us to schedule a meeting).

As an end-user, I can chat with our bot to ask for information. Our chatbot can also create a ticket for me. It can be accessed through our S/4 Fiori Launchpad, but also Microsoft Teams and the corporate intranet.

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