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Former Member
Feb 17, 2009 at 08:21 AM

SolMan Service Desk vs CRM IT Service Desk

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Hi all!

Iu2019m trying to find out if to use Service Desk in SolMan or in CRM. I know that the Service Desk in SolMan is limited to IT-infrastructure, hardware and teledevices. I u2018ve also found out that it also support non-SAP applications when applying XT (both of which are requirements).

My question is if it also can handle ordinary service requests (in contrast to incidents and problems that seems to be tightly integrated with applications), for example the request to order a new cellphone etc. I also wonder how the communication (creation of requests, changes in status) is supposed to work, is it through mail. I know that SolMan gives the possibilities to create incidents etc in the application through the help menu (adding system info), but what if the user wants to check status, or what if the user wants to create the request to order a cellphone?

Does CRM IT Service Desk have more functionality, it seems to me that it isnu2019t as tightly integrated to the applications as Solman Service Desk (although there is the option of integrating with SolMan). I also get the impression that SolMan alternative is more suitable when help from SAP Support via application is requirement. Is this (CRM) a better option if the service desk also should be able to handle u201Cordinaryu201D service requests?

Input is much appreciated!

(I believe I've scanned through the majority of info on the web so experience is more appreciated than hyperlinks)

Roland