Expert-Guided Implementation

Configuration of SAP Solution Manager Service Desk for ISV

Configuration of Service Desk for Software Partners (ISV)

Whenever problems arise at customer side, the SAP Solution Manager Service Desk for Software Partners provides the interface for documenting the incident in a Service Desk Ticket. The Service Desk helps the Software Partners to simplify the process of handling error messages and reduce processing times in Incident and Problem Management. Everyone involved in the process will have central access to relevant information at all times. This Expert-Guided Implementation service, to set up the Service Desk for ISV in your SAP Solution Manger enables Manger, you to start with a basic incident ticket management quickly, and gives you the knowledge to adopt it to your individual requirements. Target group is Incident Management done by SAP Software Partners.

SAP AG 2010. All rights reserved. / Page 1

Expert-Guided Implementation
Configuration of SAP Solution Manager Service Desk for ISV
Customer requirements
Fast project setup, less investment of time i t t f ti Set up a solid Service Desk Scenario Create a process for incident ticket management quickly Using standards Direct remote access to SAP expert Minimize travel expense

Training, practical experience, remote consulting

Empowering, Web session, 1-2 h. each morning p g, , g
SAP expert explains step-by-step configuration using training materials

Execution, 2-3 h. on the same day , y Expert-guided implementation is a new optimized, shortterm setup service to p configure basic scenarios without long-term, in-house consulting
Participants execute demonstrated steps within their own project, on their own SAP environment

Expertise on demand, during execution

Participants have direct access to an SAP expert who directly supports them remotely, if necessary, during the execution

Target Group
Service Providers

Customer readiness Installation and administration knowledge of SAP NetWeaver technology platform Willingness to execute implementation in defined time frame g p Technical prerequisites Installation of SAP Solution Manager (SP18 including Initial and basic configuration. Implementation latest version of SAP Note 1172948 SAP Solution Manager has connection to SAP network via remote function call SAPNet - Web Frontend (OSS1g ( maintained) S-User in SAP Marketplace with necessary authorization for message processing
SAP AG 2010. All rights reserved. / Page 2

Expert-Guided Implementation
Schedule: Configuration of SAP Solution Manager Service Desk for ISV
Day 1
Empowering lesson
SAP expert explains the planned service desk scenario and shows fulfilment of prerequisites
(Web session, 1-2 h. in the morning)

Day 2 - 3
Empowering lesson
Step-by-step explanation of: Solution Manager Initial Setup & ISV specific setup
(Web session, 1-2 h. in the morning)

Day 4
Empowering lesson
SAP expert explains and shows Master Data Basics & Basics for Administration of the scenario
(Web session, 1-2 h. in the morning)

Day 5
Empowering lesson
SAP expert shows the standard process and best practices for scenario
(Web session, 1-2 h. in the morning)

Execution by customer
Check and fulfil prerequisites by Partner in own system backed by on-demand expertise and support
(Remote support in the afternoon)

Execution by customer
Implementation by Partner in own system

Execution by customer
Implementation by Partner in own system
(Remote support in the afternoon)

Execution by customer
Implementation validation by Partner in own system

Final goal
Scenario is ready to use

(Remote support in the afternoon)

Goal of the day

Installed Solution Manager is prepared for execution of scenario implementation steps

Goal of the days

Initial Configuration including profile parameter, logical systems, S-User, Service Desk basics Service Desk ISV specific configuration g

Goal of the day

Setup Master Data (Business Partner, User for Message Processing) Gain basic knowledge about the administration of the Service Desk ISV functions

Goal of the day

(Remote support in the afternoon)

Software Partner has clear understanding about the use cases of the implemented scenario. Partner knows the extension and adaptation possibilities for the demonstrated scenario.

SAP AG 2010. All rights reserved. / Page 3