Show TOC

Function documentationSAP Engagement and Service Delivery Work Center

 

This work center contains all of the functions provided by SAP Engagement and Service Delivery.

It is structured in views, in which you can display and edit an overview, solutions, business processes, support requests, services, issues, Top Issues, tasks, and reports. You can also perform common tasks that you often need for the service delivery.

Prerequisites

  • You are authorized for this work center. For further information, see the SAP Solution Manager security guide in the SAP Service Marketplace under Start of the navigation path http://service.sap.com/instguidesInformation published on SAP site Next navigation step SAP Components Next navigation step SAP Solution Manager Next navigation step <current release> Next navigation step Operations End of the navigation path.

  • You have set up a connection to SAP Service Marketplace so that you can get services from SAP.

Features

Overview

In the Overview you can choose between two scenarios:

  • Engagement and Benefits offers the option of organizing services in improvement cycles, for example quarterly. This scenario requires that the Engagement View be activated for Enterprise Support.

  • Issues and Services provides an overview of solutions, services, business processes, support requests, issues, and Top Issues.

Overview of Improvement Cycles

The overview of improvement cycles displays the status of the individual phases as well as the overall status of your improvement cycles. There are also links to the tasks of the respective phases of an improvement cycle.

Overview Content Area

The content area of the overview contains links to the following subjects:

  • Support Requests

    This area shows you how many support requests have been created, and how many of them you created. You can call a list of support requests using the link.

  • Top Issues and Issues

    In the content area of the overview, Top Issues and Issues are grouped as follows according to their status: Under My Top Issues or My Issues and All Top Issues or All Issues.

Support Requests

This view lists already-created support requests. You can filter the list by certain criteria.

You can also create, edit, and send support requests to SAP in this view, depending on your role. You can also add additional information to support requests already sent to SAP.

A list of solutions to the support request, proposed by SAP, is shown as detail information.

Services

You can switch between the Session View, the Service View, and the Graphical View, in the navigation area in the Services view.

The service view lists the self-services and the SAP services. You can filter this list by certain criteria.

In the session view, you can, for example,

  • create or change self-services.

  • reset a session

  • go to the questionnaire of a session

In the service view, you can:

  • call the current SAP service plan

  • update service contents

  • create new self-services

  • change existing self-services

  • delete existing self-services

The graphical view shows when issues, Top Issues, support requests, and services are planned. You can filter this graphical view by certain criteria. You can also select objects directly in the graphical view and go to the Support Requests, Services, Top Issues, or Issues views.

Top Issues and Issues

In the content are of the overview, Top Issues and Issues are grouped under My Top Issues or My Issues and All Top Issues or All Issues.

In the overview, top issues and issues are listed according to their respective status so that you can directly call up issues or top issues with a certain status. The following status information is available for issues and top issues:

  • Open

    The top issue or issue is open but not in process yet.

  • In Process

    The top issue or issue is in process.

  • Completed

    The top issue or issue is finished. No further action is required.

  • All

    All top issues or issues are listed here irrespective of status.

If you navigate to the Top Issues or Issues view, you can trace the issues or top issues that were detected in a business process or in a solution during production operation and have to be resolved. You can trace the entire lifecycle of your issues and their solutions.

Tasks

You have access to a list of tasks that were assigned the issues or top issues and have been created for these. You can filter tasks according to different criteria, for example, by solution, priority or status, or you can display only the tasks that have been assigned to you.

Common Tasks

This section of the navigation area contains a list of frequently required tasks. In the SAP Engagement and Service Delivery work center, the following tasks are available:

  • Maintain System Data

  • Maintain Solution Data

  • Maintain Project Blueprint

  • Maintain Project Configuration

  • Display Roadmap

  • Display Access Keys

  • Schedule Content Update

  • Defining Issue Settings

  • Manage Alerts

  • Display Log for Service Plan

  • Configure Service Job's Parallelization

More Information

For more information about general functions of a work center, issue management, and service delivery functions, see Using the Work Center.

For more information about SAP EarlyWatch Alert, see SAP EarlyWatch Alert.