As administrator, you can ensure the function of IT Service Management, and adjust its user interface, in various ways. The functions you need are in the navigation bar, under Master Data and Basic Functions.
You can edit the following master data and basic functions, for example:
Master data, for example business partners and installations
For more information, see Master Data Management.
Assign S users to users
For more information, see the Configuration and Upgrade Guide for IT Service Management on SAP Service Marketplace.
Assign items, and thus organizational units to users
For more information, see the Configuration and Upgrade Guide for IT Service Management on SAP Service Marketplace.
Service Level Agreement
For more information, see Calculating Service Times.
Activities
In IT Service Management, you can create tasks, E-Mails, and deadlines.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.Rule Policies
You specify rule policies for the workflow tasks for processing service requests, which specify who performs which processing step, in which order.
For more information, see Using Rule Policies.
Surveys
To create surveys, specify the questions and their sequence.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.Categorization schemas
Specify the categories and their hierarchy.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.Mail forms
Specify Mail forms to send formatted E-Mails.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.You can adjust the user interface of the WebClient UI to reflect your business requirements and corporate identity using a range of framework tools.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.You can add customer fields and tables to existing business objects, with the application enhancement tool.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.You can personalize the user interface.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
.You can create and edit text types, user status, and partner functions.
For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under
:You can set up and manage substitutes. To do this, you specify for a defined period which business partner will substitute you in your absence or which business partner you will substitute in his or her absence. This function is available in the Incident Management work center under Common Tasks.
For more information, see Create Substitute to Process Support Messages.
For more information about IT Service Management Administration in SAP Solution Manager, see the SAP Service Marketplace, under
under 4 Operations.