Simple IT Request

With the Simple IT Request extension, business users can consume any IT service based on SAP Solution Manager using the service catalog as the single point of entry. The service catalog includes an intuitive user interface for the postprocessing of consumed services.

Prerequisites

You have installed the Focused Build for SAP Solution Manager add-on (ST-OST 200 component).

Context

Simple IT Request supports the following use cases for the consumption and maintenance of IT services with SAP Solution Manager 7.2.

  • As a requester, you want to consume a service offered by your IT organization.

  • As a service manager, you want to create and offer a new service using the service catalog.

Consuming Services

As a requester, you can use the following features to consume a service:

  • In the service catalog, the predefined content of the transaction templates is displayed as Services. To access the service catalog, open the Service Catalog - Create Request app on the SAP Solution Manager launchpad.

  • As a requester, you select a service type from the list, enter the required information into the service form, and submit the request.

    When a service is consumed, a defined transaction is created based on predefined data from the template and from the information submitted by the requester. For example, a Missing Authorization service is defined using an incident template. The requester selects the service in the catalog, adds information about the authorization that they are missing, and submits the request. This generates an incident transaction with predefined information, such as the support team, as well as the additional information added by the requester.

  • Requests are processed as transactions in the WebClient UI by assigned message processors, support teams, and others.

  • Requesters can use the My Requests SAP Fiori app to communicate with the request processors, for example, for queries to and from the requester or to delegate a request. Request processors use the WebClient UI.

Simple IT Request tasks can be integrated into the My Inbox SAP Fiori app, so that request approvers can use the tasks in the My Inbox SAP Fiori app to approve or reject requests that require an approval.

Maintaining Services

Simple IT Request provides the following features for creating and maintaining the service catalog and its services using the WebClient UI in SAP Solution Manager:

  • The Maintain Service Catalog application can be accessed from the SAP Solution Manager launchpad.

  • The service catalog is based on the multilevel categorization of CRM transactions and can be structured with respect to the business user perspective. The categorization schema can be maintained in the work center service operations

  • The services are based on business transaction templates. They can be created and maintained in the WebClient UI of IT Service Management and Change Request Management. The following transaction types are available:

    • Incident template (S4IT)

    • Problem template (S4PT)

    • Service request template (S4ST)

    • Change request template (S4CT)

  • When creating or maintaining a service, enter the following information:

    • Description on the general data section. This is the name of your service within the service catalog.

    • Assignment of a category. This is the place within the catalog where the service is shown. If no category is defined, the service is not displayed.

    • Content in the Description text field. With this long text field, you can describe the service or ask the service consumer to enter information when requesting this service.

    • In the Simple IT Request Setup assignment block, define how to display the service form in the service catalog.

      • Enable or disable the upload of attachments.

      • Select fields that you want to be displayed in the service form and define properties (as mandatory, for example). If you don’t define any fields for the service form, the service cannot be consumed properly.

      • You can define authorization groups so that a service is visible only for specific user roles.

  • When your service is defined properly, you can release it for the service catalog by setting the status of the transaction template to released.