Automated ITSM Ticketing for SAP Incidents
Promptly Managing SAP incidents is essential for the business and IT support team. Depending on the issue, a slow resolution may result in user frustration (best case) to production system downtime (worst case). However, speedy resolution to user-reported incidents relies on tickets routed to the right support analyst and tickets with enough information to enable speedy resolution.
ITSM incident ticket routing
How often do SAP support tickets get passed along from one support team to another until it lands on the right support team member’s desk?
Often, the user or Service Desk doesn’t know the detail or analysts involved and create incident tickets without a defined analyst team responsible for resolution. It’s not uncommon for tickets to bounce around from team member to team member until it finds the right analyst.
ITSM incident ticket detail
How often are your support analysts expected to resolve issues based on an incident title and brief description?
One of the most common complaints from support analysts is a lack of communication regarding the incident they are to resolve. Incident tickets often arrive with so little information that it is impossible to resolve without further investigation.
A series of emails and calls follows between the support team, service desk, and the user until the analyst has enough information to resolve the issue. The iterative process can take up to 70% of the entire resolution time.
A different approach
The ITSM Connector, an SAP add-on software, overcomes current ITSM ticketing limitations. It enables users to submit automatically routed information-rich incidents directly from their UI to the ITSM system.
Instead of calling the Service Desk or accessing the ITSM system to raise an issue, the user raises the issue directly via an ITSM Connector pop-up.
The user completes a couple of fields detailing the issue. The system automatically gathers the user and system information an analyst needs to resolve the issue, creates the ITSM Incident Ticket. and ensures the ticket is routed to the correct analyst.
You can learn more from the following Tamás Holics LinkedIn article. Create ServiceNow tickets from SAP GUI to improve your SAP support process
FInal word
Once installed and configured, which takes around three days, SAP incidents are resolved significantly faster. Email traffic between users, Service Desk and support analysts reduces. Support teams meet their SLAs. The user experience improves, and support analysts spend time resolving incidents rather than gathering information. User frustration is reduced and system downtime is minimised.
The ITSM Connector can integrate with any modern ITSM system, including ServiceNow ITSM, Cherwell, and BMC Remedy.
To learn more go to www.legupsoftware.com
