Service Request Management

You use Service Request Management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios. They enable you to measure and evaluate the quality of services provided.

Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery.

A typical business scenario for using the Service Request Management is the IT Service Management. In this scenario you use the Service Request Management to track and resolve issues within the IT infrastructure of your customers or your own organization.

Integration

You can use SAP NetWeaver Business Intelligence to provide detailed content for extensive analyses.
You can use the integration with E-Mail Request Management System (ERMS). E-mails sent to the service desk through ERMS automatically generate a service request, and subsequent replies are also automatically linked to that service request. For more information, see E-Mail Response Management System.
In the Shared Services Center and the Employee Interaction Center you can use CRM surveys to evaluate services performed as a result of a service request. Surveys can be assigned to service request categories or time periods and they can be triggered by the status of the service request. For more information see: Survey Tool.

To use the Survey Tool in the Employee Interaction Center or the Shared Services Center, you must activate the business function Multifunctional Shared Service Interaction Center (CRM_SHSVC).

Prerequisites

You have made the following settings in Customizing for Customer Relationship Management:

Defined your service request-related transactions under Transactions Basic Settings Define Transaction Types . There is a predefined transaction type named Service Request (SRVR) provided in the standard system that you can use as a base.
Made settings under Transactions Settings for Service Requests

Features

For Service Request Management, the following features are available:

Note Note

These features are available for the technical object types BUS2000223 — CRM Service Request and BUS2000224 — CRM Master Request.

End of the note.

You can set up your business transactions to the specific requirements of Service Request Management.
Example
- You can use expanded capabilities of multilevel categorization.
- You can define templates to facilitate the entry of commonly reported requests.
End of the example.
You can optimize the information flow to keep your service personnel informed about the status of service requests, the customers and contacts and the reference objects.
You can use helpful tools that enables you to monitor the service requests that are assigned to your organizations and service teams.
You can use several functions that support you when processing service requests.
Example
- Checklists for step-by-step task processing by one or more users
- Text management capabilities to provide text information for the internal and external documentation of the service request processing
- Forwarding functions that you can adapt to your requirements
- Processing log to record all processing steps
End of the example.
You can monitor the processing of service requests.
Example
- You can control the compliance with the agreements you have made with the partners involved in the performance of services.
- You can escalate service requests if they are not processed within a specific period of time.
End of the example.