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Getting Started with SAP Solution Manager: Service Desk

by Molly Vaughan

July 22, 2010

by Molly Vaughan, Solution Manager Expert

As the editor of a publication devoted to SAP Solution Manager, I get to hear subscribers talk about about which functionalities they're using and which ones aren't exactly on their radar right now. Sometimes the results aren't surprising (ChaRM always ranks high on the list) but other reader opinions tend to sneak up and surprise me (depending on the time of year, Maintenance Optimizer seems to be either interesting or completely uninteresting to our survey respondents).

I thought it might be worthwhile to focus a series of blog entries on both popular and not-so-popular Solution Manager topics. Hopefully, I'll be able to cover topics that you know you need more information on - and some topics you weren't aware of. I'll also highlight some of the resources that get a lot of hits (traffic) from our expert subscribers.

Today's topic: the Service Desk. This part of Solution Manager helps your support staff process issue and error messages from end users at your organization. It's essentially an electronic help desk. One of its best features is that it allows the support staff to easily and directly route message to SAP if they need to ask SAP a question. In addition, the Service Desk also allows support staff to search for SAP Notes directly in the SAP Service Marketplace (and implement any useful ones that they find), look for information in an internal solution database, and communicate with end users through email, SAPOffice, or fax. It's a streamlined way to proces s your users' errors and issues, and it includes a wide range of solutions that your support team can use.

Service Desk features also connect to SAP Active Global Support (AGS) and SAP Customer Relationship Management (SAP CRM) - in fact, Nathan Williams wrote an article in 2009 about the connection between CRM and the Service Desk (click here to read it if you're a Solution Manager Expert subscriber). For basic information on Service Desk, I recommend turning to SAP's help library.

Also for Solution Manager Expert subscribers: Sundar Chandrasekaran wrote a very popular article about the issue resolution process that you can read by clicking here. He writes that this setup is essential before you start using Service Desk efficiently. He also wrote an article on configuring automatic Service Desk notifications that's also been a hit with readers; you can click here to see that one.

If there's a particular feature of Solution Manager that you'd like to hear about, feel free to leave it in the comments or email me directly at

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