Management of Processing Times

Technical Data
Technical Name of Business Function	CRM_ITSM_PROCESS_TIMES_MGMT
Type of Business Function	Enterprise Business Function
Available From	SAP Enhancement Package 2 (SP05) for SAP CRM 7.0
Technical Usage	CRM core
Application Component	Service Request (CRM-BTX-SRQ)
Required Business Function	Service Request Enhancements (CRM_ITSM)

You can use this business function to monitor the response times of your service organization. You can use it to control the compliance with the agreements you have made with the different partners involved in the performance of services.

Prerequisites

Type of Component	Component	Required for the Following Features Only
Software Component	As of BBPCRM 702 SP05 or BBPCRM 712 SP0

Features

In the processing times management context, the planned response times are target values for the durations of services that you have agreed with the different partners of the service provision. With this framework, you can compare the planned with the actual response times. You can use this data to do the following:

Collect empirical values to improve your service portfolio and to have a valid data basis for your contract design
Optimize your services and the collaboration of your service teams
Optimize the scheduling of your workforce planning
Informing the processors of services at a glance the critical thresholds have been reached.

For more information, see Management of Processing Times.