CRM 7.0 IT Service Desk vs SolManService Desk or integration of

[Former Member]

A bit overwhelmed with all the Solution Manager Documentation I have found, and like most companies we aren't using SolMan to it's fullest capabilities.

This is what I am interpretting, but looking for any comments

1. If your goal is a full IT Service desk (including non SAP systems) then CRM is recommended as the optimal solution over SolMan.

2. If you want to integrate CRM service desk to SolMan I assume you need to set up the SolMan Service desk in order to pass ceratin incidents to SolMan.

2A. Do all incidents pass to SolMan? or how do you trigger a incident in CRM that should pass to SolMan

3. The CRM Service Desk could be implemented initially with SolMan being done in a later phase once integration is required.

4. If C78 is the building block for the CRM interaction Center, is there a different C* document for the CRM shared service centers?

[Former Member · Accepted solution]

HI Glen,

This is my opinion so hope it helps:

1. yes CRM is the key one as you would want to use it for simple things like password reset etc... Then of course you can then incorporate all other CRM aspects as ERMS, incident driven rules etc to further enhance your IT service desk.

2. Really the only ones that would require to go to Sol man would be issues that will go to OSS support. So you make the use of statues and actions to then send it to Sol man.

3. Yes because you are not just supporting SAP systems. Just allow for this in your design. For example leave gaps in user status for this etc...

4. No idea here sorry, maybe look at the different IC scenarios and take a bit from each.

Cheers

Andrew

[Former Member · Accepted solution]

Thanks, I'll assume these are all the possible C* documents

http://help.sap.com/bp_crm70/CRM_DE/HTML/index.htm