SAP Service Catalogue

The service catalog extends service request management to model and publish IT services in a catalog. Service designers create service components to define complex services and organize them in the service catalog.

In addition, the service catalog is the interface from which end users order their services.

You can have the best IT services in the world, but if your customers don’t know how to get them, or find the process cumbersome and inefficient, they will say you provide poor service.

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Scenario Overview

The Service Catalog is a central service point which enables a centralized Service ordering of Service Packages as well as submitting typical Service Requests. A Service Package contain 2 or more Sub Services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes. A Service Request is representing a request from an end user for information, an advice, a Standard Change or for access to an IT Service. A Service Request is later on handled via the process of Request Fulfillment. 

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Service Catalogue

In summary, following capabilities are offered by the Service Catalogue Management:

Ordering of Service Packages with related Sub Service Items via the Web Self Service Portal – Service Catalog

Submitting Service Requests via the Web Self Service Portal – Service Catalog

Fulfilling Service Items by related Service Requests within the process Request Fulfillment

How service requests are managed has a huge impact on how customers perceive IT service delivery. The good news is, Basic ITIL Request Fulfillment is one of the easiest ITIL process to get started.ary (ITIL).

SAP Solution Manager Service Catalogue:

The ITSM Service Catalogue Management in SAP Solution Manager 7.2 comprises various new functionalities which are based on SAP CRM 7.0 EhP3. It includes the web-based user interface SAP WebClient UI which replaces the SAP GUI transactions CRMD_ORDER and CRM_DNO_MONITOR. SAP WebClient UI is the new main workplace of Service Order processors and Service Catalog administrators.
The SAP ITSM Service Order functions have been developed on CRM Transaction Types. The Transaction Type SMSO has been created for the Service Order scenario. There can be three (3) different types of Service Products as part of the Service Order delivered based on the Item Category. The Item Category determines how the Service Product will be processed.
– Item Category SMSC ‘ITSM Service Request’, when used for Service Product will create a follow-on Service Request when approved.
– Item Category SMSL ‘ITSM License’, when used for Service Product will allow for a license call off if SAP CRM IPM (Intellectual Property Management) is configured and licensed with SAP Solution Manager.
– Item Category SMSM ‘ITSM Material’, when used for Service Product will allow for creation of Purchase Order for the Material in SAP ECC if configured and integrated with SAP Solution Manager.

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