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As an administrator, you can configure IT Service Management and adjust its user interface, in various ways. The functions you need are located in the navigation bar, under Master Data and Basic Functions.

Features

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 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Actions  .

  • Rule Policies

    You specify rule policies for the workflow tasks for processing service requests, which specify who performs which processing step and in which order.

    For more information, see 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Survey Tool  .

  • 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Multi-Step Categorization  .

  • 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Marketing   Core Marketing Objects and Functions   Personalized E-Mails  .

User Interface

  • 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   WebClient UI Framework  .

  • 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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   WebClient UI Framework   Application Enhancement Tool  .

  • You can personalize the user interface.

    For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   WebClient UI Framework   Personalizing the User Interface  .

Attributes

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   http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help  :

  •   Basic Functions   Text Management   Set Up New Text Types  

  •   Basic Functions   Partner Processing   Partner Schemas  

Best Practice

  • You can set up and manage substitutes. You specify which business partner will substitute you in your absence or which business partners you will substitute in their absence.

    For more information, see Substitution.

More Information

For more information about IT Service Management Administration in SAP Solution Manager, see the SAP Service Marketplace, under   http://service.sap.com/instguides   SAP Components   SAP Solution Manager   <current release>   under 4 Operations.