Service Request Management

Using service request management and service request fulfillment, you can manage predefined IT services that are used regularly within the organization, such as resetting a password or assigning new equipment. Usually, this type of service request is handled by the service management team and does not require a request for change to be submitted.

Depending on the category assigned, the service request types have specific input fields, to gather the information that is required to complete a specific service request. Therefore, there is no need for direct communication between the processor and the person requesting the service. In addition, you can create instructions on how to provide a specific service

As an end user, you create a service request to request a specified service.

Each service request has a person that is responsible for processing it. A service request can be split into tasks that can be assigned to several processors in various departments.

Structure of a Service Request (in Processor UI)

A service request consists of the header details, which are organized in individual groups, and additional assignment blocks. You can customize which assignment blocks are displayed according to your requirements.

Header Level

In the header details, you specify the general data that is valid for the entire service request. This includes, for example, the following data:

General Data, for example, the following:
- Description: Title of the service request
- Support Team and Message Processor: If configured, when you enter data in one of these fields, the system suggests suitable values for the other. If this function is configured, only use the Details assignment block to enter support team and processor, that is, do not use the Business Partner assignment block.
Processing Data, for example, the following:
- Status: To change the status, enter the new status and save the service request. The selection of the status depends on the configuration of your system. Ask your system administrator which status to select for which action.
- Substatus: A reason for a specific status
- Impact and Urgency: Calculate the recommended priority
- Priority: To overwrite the recommended priority
Dates: To enter specific dates for processing the incident
Category: To categorize the service request using multi-level categories. Depending on the category, the system can execute some actions automatically.
Solution Category: The processor categorizes the cause for a service request.
Relationships: To relate the service request to other messages, for example, the following:
- Related Problem: To enter a problem that relates to the service request, or use Find Related Problem to assign related problems. After creating problems as follow-up transactions, the problem is displayed here.
- Related Knowledge Article: To assign a solution for a service request for future reference
Reference Objects: To specify the object that the service request relates to.
Service Product: The assigned service product is displayed. If configured, the service level also depends on the service product that the service request is based on.

Assignment Blocks

In the assignment blocks, you specify additional data, for example:

In the Guided Procedures assignment block, the related guided procedures for processing the service request are displayed.
In the Service Level Agreement assignment block, the service level times are configured.

Prerequisites

Service request management is configured in SAP Solution Manager Configuration, in the IT Service Management scenario, Start of the navigation path Perform Optional Configuration Next navigation step Configure Service Catalog and Request End of the navigation path step.

Process

Overall process

The end user creates a service request.
Alternatively, a processor can create a service request on behalf of a user.
The processors process the service request by using one of following options:
- Checklists
  Use the Checklist assignment block to process service requests. The tasks are displayed on the home screen, under Workflow Tasks.
- Guided procedures
  Use the Guided Procedure assignment block to process service requests, document the tasks, and record the efforts. The guided procedure tasks are displayed on the home screen.
- Assigning processors
  Processors can be assigned to a service request either manually or automatically using a predefined set of rules.
The processors mark the tasks as completed.
The service requestor confirms that the service has been provided.

Processes for the Individual Business Roles

The reporter can perform the following actions:

Create a service request for a specified service
Display their own service requests and monitor their status
Answer a processor query
Confirm the solution

The reporter can also report the message by telephone, e-mail, or in other ways. A dispatcher or processor creates such messages and performs other actions in the system for the reporter.

The dispatcher can perform the following actions:

Create a message if service requests are reported either by telephone or in other ways
Forward a message to a processor
Confirm completed messages

The processors responsible for the service request can then perform the following actions:

Receive service request
Prioritize and categorize the service request
Find a solution
Process the service request
Send an e-mail for the service request to the reporter
Forward the service request to other support teams or SAP support
Propose a solution to the reporter

More Information

Creating Service Requests as an End User

Creating Service Requests as a Dispatcher or Processor

Checklists

Workflow Tasks

For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path http://help.sap.com/crm Next navigation step <current release> Application Help Service Service Request Management End of the navigation path .