Case Study
Service Desk Implementation with SAP Solution
Manager for a Leading Oilfield Services Company
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Infosys Solution
Background
Our client provides oil and gas industry
with products and services for drilling,
formation evaluation, completion,
production and reservoir consulting.
Client wanted to reduce total effort
spent in creation and closure of
incidents, globally, through current
incident management facility. Users
were using Email/ Outlook client to
create an incident in the service desk
used at the client’s end. The process
in place also required a manual
intervention in case of authorization
related issues which required an
additional screenshot for further
investigation.
Given the manual and inefficient
process to resolve incidents, client
was looking for an efficient integrated
solution involving service desk and
Solution Manager, which would require
minimal manual intervention and
faster turnaround times for incident
submission, assignment and closure.
2 | Infosys
Infosys proposed to implement the service desk
functionality of SAP Solution Manager and integrate it
with the CA Unicenter Service Desk (USD) – the service
desk used at client location.
As a result of this seamless integration, users can create
incidents into CA USD directly from their SAP Screens, and
receive the incident # in return on their SAP screens.
This solution would also enable automatic capture of
system’s technical information, user’s authorization data,
and transaction details into the incident created in CA
USD.
Reporting and monitoring can be done with respect to
incidents tracking and status from SAP Solution Manager
as well as from CA USD, and with the interactive reporting
features of SOLMAN 7.1, reports and charts can be
extracted for tracking incidents. Every incident which gets
created in CA USD will also be created in SAP Solution
Manager.
Salient features of this solution
• Automated screen capture mechanism to avoid manual
intervention at a later stage to attach screenshots
• Serves as an open bi-directional interface between
service desk and CA Unicenter Service Desk
• Remote Function Calls (RFC) used to create incidents in
Solution manager which makes the solution/ integration
flexible, simple and platform independent
• Interactive reporting features of SOLMAN 7.1 used to
efficiently monitor and track Incidents, and also display
data in the form of bars and charts
• Capture and attach critical data regarding the system
or the user authorizations feature, helps in quick
assignment and closure of incidents with high efficiency
Project Details
Infosys implemented service desk functionality of SAP Solution Manager and integrated it with the CA Unicenter Service Desk with the
following functionalities:
• Direct creation of support messages from any transaction.
• Automatic capture of important data about the system in which the support message was created, e.g. installation number, installed
software components, operating system, transaction, screen number.
• Display customer data, problem description, priority, attached documents, Service Level Agreements (SLA).
• Send messages to the creator and other processors.
• Create and attach documents and URLs.
• Status assignment and monitoring.
Benefits realized by the Client
• Tools like service desk and Solution Manager helped facilitation of knowledge assimilation
across various SAP and non-SAP external systems
• Application incident management has guaranteed quick incident resolution, also increased
the availability of the IT solution, and as a result minimized negative business impacts
• Since service desk communicates directly with the SAP/ external systems to log issues and
manage OSS notes, it has resulted in reduction of the risk of transcription errors
• Total and average time for resolution of an incident has come down drastically with
efficient and timely communication between teams
• Client has benefitted from efficient tracking and audit ability which is one of the most
important aspects in a global services provider companies
• Customer satisfaction has been guaranteed due to faster turnaround times, and increased
efficiency achieved due to centralized ticket/ incident logging and monitoring
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