SAP CRM ITSM at City of Cape Town
JP Nel
Consnet (Pty) Ltd
Agenda
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•
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The City’s Background
ITSM on SAP CRM 7.0
Solution Design
Implementation
Points to Ponder
What’s next for the City?
Closure
2
Background
Services
+/- 14 000 users across multiple business units
•
• Hardware / Infrastructure
Software & Business Applications
• Networking
• Facilities
Inbound Channels
Solution Manager
Service Desk
Microsoft Outlook
IT Support Structure
Advanced Help Desk
(AHD)
IT Service Desk (13 Agents)
SAP Service Desk (4 Agents)
ERP Support Centre
3
CRM IT Service Management
Single
Platform with
Standardized
Processes
across IS&T
IT Service
Desk
IT Analytics
Service Level
Management
Guided by ITIL
Framework
and Best
Practices
Incident and
Service
Request
Management
CRM IT
Service
Management
Object and
Ibase
Management
Problem
Management
Knowledge
Article
Management
Change and
Approval
Management
4
Solution Design - Overview
Services
+/- 14 000 users across multiple business units
•
• Hardware / Infrastructure
Software & Business Applications
• Networking
• Facilities
Inbound Channels
Service Desk
Processes
IT Support Structure
ERP Support Centre
Change Management
Processes
Business Intelligence Analytics
SAP Solution Manager
Problem Management
Processes
IT & SAP Service Desk
ITSM on SAP CRM
Incident Management
Processes
SAP Support
(OSS)
ChaRM
processes
SAP EarlyWatch
Monitoring
6
Implementation – Service Desk
1.
2.
3.
4.
Handle on average 2525 emails per month for 2012
9030 Service Requests are created per month for 2012
Automatic Account identification on +/- 85% of all emails
Emails are always linked to the service request
• Account Identification based on Employee Records
• Full Interaction History of Employee
• Integrated with the City’s IT Survey Tool
7
Implementation – Incident Management
1.
2.
3.
4.
5.
6.
7.
Categorization of Service Requests
Status Management
Dispatching of Service Requests
Propose and Find Related Problems
Recording Dates and Durations of Service Requests
Create Follow-up transaction and outbound emails
Resolution and Root Cause Categorization
8
Implementation – 2nd and 3rd Line Support
9
Implementation – Problem Management
1.
2.
3.
4.
5.
6.
7.
Categorize Problems
Classify Problems
Dispatching of Problems
Propose and Find Related Incidents
Lock / Un-Lock Incidents
Create Follow-up transaction and outbound emails
Resolution and Root Cause Categorization
10
Implementation – Change Management
1.
2.
3.
4.
5.
6.
Currently only productive for ERP support Centre
Categorize Request for Change
Classify Request for Change
Request for Change Approval
Automatically Trigger ChaRM process (pilot for CRM)
Manage Support and Project Changes
11
Implementation - Analytics
•
Operational Analytics
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• Business Intelligence Reports
Saved Searches
Chart View
Export to Excel
• Corporate Dashboards
12
Points to Ponder
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Project Timelines:
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Definition of Service Catalog
Dependency on Organizational and Employee Data
Email processes on day one
Other Solutions on the CRM Platform:
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2011-03-22
2011-07-11 (3.5 months)
Top 3 pain points:
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–
–
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Blueprint Start:
Go-Live:
Corporate Call Centre with Utility Industry functions (Interaction Centre Productive since May 2009)
Employee Interaction Centre (Productive since October 2011)
Transport Information Centre (Planned for May 2012)
Telecommunications (Planned for June 2012)
Why CRM and not Solution Manager?
–
Solution Manager 7.1 Release Date
13
What’s next for the City?
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•
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Custom BI Reports
Knowledge Management
Self-Services
Service Level Definition
Roll out Change Management to IT
• Long Term Recommendations:
– Consider migration to SAP Solution Manager 7.1
– Infrastructure Management
14
Closure
15