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IT Problem Tickets in CRM

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We are using SharePoint to manage IT related problem tickets, example, if business user has an issue in his/her computer or in ERP application, he/she creates problem ticket in share point.

Going forward, we are planning to use SAP CRM instead of share point to manage IT related issues.

Question is , does CRM support this feature ? if yes , can you pls explain me process in CRM ?.

Thanks in advance .

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  • Best Answer
    Posted on Jul 25, 2016 at 01:19 PM

    Hello Rusheek,

    yes it's called "IT Service Management" and is a important core functionality inside the SAP CRM Service functionality. One of the pillars of "IT Service Management" is "IT Service Desk" which provide the drafted functionality as Shared Service (See Shared Service Scenario in the SAP documentation under Link:Shared Services Framework - Interaction Center WebClient - SAP Library).

    You can use the IT service desk as a single point of contact for customers with

    IT-related requests. The IT service desk supports incident, problem, and change

    management.

    With SAP CRM, the following processes can be implemented: Service Request and Incident Management, Problem Management, Change Management, Billing and Cost Allocation.

    It provides access to basic functionality such as Knowledge Management, Service Level Management, Resource Management, and Installed Base and Object Management.

    It offers a professional call center environment which can be used for the IT service desk.

    SAP CRM connects to SAP ERP processes such as Supply and Procurement

    Management, Enterprise Asset Management, Financial Management, and Human

    Capital Management. Analyses are available with SAP Business Warehouse.

    More information are available for the topic "IT Service Desk" under Link:

    IT Service Desk - Interaction Center WebClient - SAP Library

    and by your CRM Service consultant.

    Best Regards

    Gerhard

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