Improving user experience has been an objective for SAP teams for quite some time. For a while, SI’s were doing quite well designing suites of user-friendly SAP UI’s to deliver a better experience. SAP has gone on to develop Fiori to enhance user experience further, too.
However, a user’s experience is more than the UI. It extends to process design, responsiveness, intuitiveness, personalisation, and user support.
Typically, user support is a frustration. Reporting incidents is often more complex than envisaged. It can be difficult for a user to understand what is going on and why they cannot do what they need to do. This makes accurate incident reporting a challenge.
SAP incident reporting
Reporting SAP incidents is done by various means, e.g., via email, phone, or a service portal, and is time-consuming and error-prone. Except for very experienced users, the information the user provides is insufficient.
A bounce occurs between the analyst, the service desk, and the user. Without further investigation, support analysts are unable to resolve the issue.
Even simple issues, such as a user's inability to access a particular plant or site, can be tricky to resolve without enough detail. Users often have to live with their issues for longer than necessary.
Automated ITSM ticketing
User incident reporting is greatly improved by automating the creation of high-quality ServiceNow ITSM incident tickets directly from the SAP UI. There is no call to make, no email to send, and no service ticket to fill out.
The ITSM Connector from STA Consulting - SAP integration solutions seamlessly integrates your SAP user interface (UI) and your ServiceNow IT Service Management (ITSM) system.
With one click and a few descriptive details from the user, ITSM tickets are automatically generated in the ServiceNow ITSM system and routed to the right support analysts.
Attached to the automatically created ITSM ticket is a wealth of user, system, and program detail that enable the support analyst to understand the issue and quickly solve the problem. This can be a lifesaver in instances of errors causing production system downtime.
Even the most inexperienced user can submit useful, information-rich support tickets that can be resolved quickly.
Figure 1: Streamlined SAP Incident Reporting
Final word
The ITSM Connector for SAP solutions is a certified SAP add-on that seamlessly integrates with nearly any ITSM system. It greatly enhances the user experience and ensures issues are resolved quickly. Pre-built integrations are readily available for leading platforms like ServiceNow, BMC Remedy, and Cherwell.
To learn more about the ITSM Connector, why not join us in our next webinar: How to Streamline SAP Incident Resolution with ServiceNow ITSM Integration
