Does your SAP to ServiceNow ITSM incident reporting process frustrate your users and analysts?
SAP users don’t like submitting incident reports.
The process is iterative, inefficient, and interrupts the working day. Often, incidents go unreported, and ongoing user experience suffers.
Analysts don’t like responding to user-reported ServiceNow incidents either.
They seldom have enough information to resolve the issue, and the user doesn’t have enough technical knowledge to explain the issue when contacted. Resolution takes longer than necessary, and incidents remain unresolved.
The user experience
The user has to explain the issue
When reporting incidents to a service desk, the user needs to explain the issue and help the service desk operator complete the ServiceNow ITSM incident.
The problem is that neither the user nor the service desk operator fully understand the issue, so the issue is misrecorded or misallocated, or the user is made to feel less than adequate.
The user has to complete the ticket
When reporting incidents directly to the service desk or ServiceNow ITSM system, the user needs to complete a range of fields.
The problem is that users often don’t understand what is required or what each field means and leave essential fields empty.
The user lacks system knowledge
In either case, users often don’t have enough knowledge about the system to report the issue in detail. They don’t know what is going on under the covers, making it difficult to report the incident accurately.
The analyst experience
Unclear incident reports
Upon opening a ServiceNow ITSM SAP support ticket, analysts need to use their Sherlock Holmes intuition to guess the issue.
What is reported provides clues but not the detail needed. It's not unlike when the wife tells me the internet isn’t working. Is it the wireless connection, an application issue, a lack of email server response, or is the internet down?
Here starts the detective process for the analyst.
Incomplete tickets
ServiceNow ITSM Incident tickets contain a range of fields to collect essential metadata.
When a number of fields are left blank or randomly completed, the analysts need to make some assumptions, dig deeper, or go back to the service desk or user.
In the meantime, the issue remains unresolved.
A better experience
There is a solution
It is the ITSM Connector from STA Technologies - SAP integration solutions.
The ITSM Connector connects the SAP UI directly to the ServiceNow ITSM system. Once activated through a request for help, it automatically takes the all-important screenshot, gathers all the user, system, and program information, and creates the ITSM incident report directly in the system with all attached.
The user experience is terrific.
One-click, a few lines of text, and the solution does the rest.
The analyst experience is greatly improved.
Information-rich, correctly completed, appropriately routed ITSM tickets land on the right desk at the right time.
Improved support SLA
Not only is the user and analyst experience better all around but the business benefits too.
Issues preventing continuous operation are resolved quickly, user interruption is minimised, and the support team SLAs are better met.
About us
Leg Up Software is an expert in SAP IT automation.
We know the SAP operations and infrastructure automation solutions landscape and have already done the legwork identifying the best solutions for most repetitive IT tasks.
We have excellent relationships with many software vendors and can negotiate an evaluation process that best suits your circumstances and budget.
Why not set up a time to get the conversation started by putting something in our calendar?
Alternatively, to learn more about IT automation for SAP teams, see www.legupsoftware.com/solutions
