SAP Service Request
You use service request management to reliably submit, dispatch, approve, monitor, and fulfill requests for service by your customers. Service requests can be used internally by companies where a department delivers services, for example, in shared service center scenarios, as well as in external customer-facing scenarios.
Service requests can be logged through a service desk, directly by the service personnel, or by the users themselves into the system and then, if necessary, can be dispatched to the appropriate personnel for service delivery.
Expanded capabilities of multilevel categorization to categorize your service requests quickly and accurately and, for example, to determine service products automatically based on the selected categorization. For more information, see Multilevel Categorization.
Ability to classify transactions based on their urgency and impact to determine their recommended priority, which allows for accurate processing in accordance with agreed delivery times
Dispatching of service requests to appropriate partners or groups, as well as the ability to set a specific priority to facilitate prompt service response times.
Approval procedures, especially for requests for change, to enable controlled processing of all required approval steps
Escalation of service requests that sets escalation levels and dates to identify when the processing time of a service request has been exceeded
Automatic calculation of the time spent on each stage of service request processing
Automatic determination of service level agreements (SLAs) to transactions based on determination procedures
Predefined templates to facilitate the entry of commonly reported requests
Service requests can be logged directly by users themselves or by service personnel and can, when necessary, be dispatched to appropriate personnel for approval and service delivery. They can also be monitored and analyzed to evaluate the performance of your service organization.
Service requests can be integrated with the following objects:
A new service request can be assigned to a new or existing problem if, for example, the first-level support finds that there is already a problem of the same categorization or for the same reference object.
Request for change
When the cause of a problem (and its related service requests) has been determined, a change in the IT infrastructure might become necessary, at which point you create a request for change as a follow-up. You can also directly lock service requests to a request for change. Service requests can be locked to a maximum of one request for change or problem at a time.
Once a solution to a problem is found, the IT service engineer can create and release a knowledge article to make that solution (or workaround) available for future incidents and service requests.
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