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Function documentationConfiguration and Administration of IT Service Management

 

As an administrator, you configure IT Service Management and adjust its user interface in various ways. Most of the functions you need for administration are located in the navigation bar under Master Data and Service Operations.

Features

  • Setting up IT Service Management

    Use SAP Solution Manager Configuration and perform all mandatory and the optional steps that are relevant for your scenario.

    For additional configuration options, use the Customizing.

    For more information, see Configuration of IT Service Management.

  • Administering IT Service Management using the WebClient UI

    Check and enhance the master data and use Service Operations to enhance the configuration.

    • Master data, such as organization model and services

      For more information, see Master Data.

    • Service operations, such as categorization schemas, mail forms, rule policies, and surveys

      For more information, see Service Operations.

  • Configuring special topics in IT Service Management

    See the documentation in this section.

Users and Service Levels

  • 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.

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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step WebClient UI Framework End of the navigation path.

  • You can add custom fields and tables to existing transaction types, using the application enhancement tool.

    For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step WebClient UI Framework Next navigation step Application Enhancement Tool End of the navigation path.

  • You can personalize the user interface.

    For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step WebClient UI Framework Next navigation step User Interface Personalization End of the navigation path.

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 Start of the navigation path http://help.sap.com/crmInformation published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help End of the navigation path:

  • Start of the navigation path Basic Functions Next navigation step Text Management Next navigation step Setting New Text Types End of the navigation path

  • Start of the navigation path Basic Functions Next navigation step Partner Processing End of the navigation path

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.