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ITSM

The performance of the Help Desk is vital in ensuring that the business processes are running even when there are issues with the applications. But the speed and quality of the service the Help Desk provides to the business is dependent on the data provided about encountered incidents. We provide improvements to this process.  

Create incidents from SAP dialogues with all relevant information from SAP, attached to tickets 

Your SAP end-users can report errors right from the SAP dialogues so there is no need pick up the phone, write emails or to open a browser window and log into the Help Desk system to create the incident manually. The process is simple with our ITSM Connector for SAP Applications from STA Consulting. 

Additionally, since it is much quicker to submit an error report, your SAP users will have to spend less time on reporting problems from their valuable working time. All these result in a significant reduction of SAP maintenance costs as well as other indirect benefits, like less system downtime and job satisfaction and increased management control. 

The ITSM Connector for SAP Applications is an add-on for SAP systems that is installed on the SAP application server. It extends the SAP GUI with a menu item that allows users to report errors directly from the screen where the error happened. It works with SAP systems that use the SAP NetWeaver platform (for example SAP ECC, Fiori, SAP BW) and the latest S/4 HANA systems as well. 

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Service Desk benefits

All this extra information and features provide enormous benefit to the service desk staff. There is no need to clarify every missing detail with the caller to be able to start solving the problem. This may save days of waiting for clarification for global companies especially if SAP support is outsourced. 

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Additional Features

You can add your custom fields used in the ITMS system. Additionally you can implement any special business logic you require, like filling fields with default values etc. We provide a template that you can use right out of the box, simply copy and modify it to include your own business logic.  

Key-User feature

The tickets can also be initially routed to Key-Users who can decide if the ticket should be sent to the Helpdesk. The Key-user can add more diagnostic information. 

Automatic Routing of tickets

As an additional benefit, tickets can be automatically routed to right people/groups in the Help desk depending on the SAP Module 

Elimination of redundant and duplicate tickets 

The system will recognize if similar tickets are created during the same timeframe and inform the user about this fact. The user can then decide if a new ticket should be opened or not. 

Knowledge Base

You can add information of resolutions of common errors to a knowledge base. The end-user will be informed about potential resolutions automatically. This feature can reduce dramatically the number of incidents sent to the Helpdesk. 

Integration with ITSM systems

The ITSM Connector for SAP is integrated with the most common ITSM systems, e.g. ServiceNow, Solution Manager,  BMC Remedy, Jira, Manage Engine Service Desk Plus and Zendesk. If your ITSM system is missing from the list, we can provide a bespoke integration solution for you. 

Implementation

The system can be installed in one hour. Evaluation programs are available, ranging from cloud based testing where no installation is needed to on-premise installation in your own environment.

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The STA Ticket System Add on is developed by STA Consulting and distributed in the Nordic and Baltic countries by ADSOTECH.