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What the organizational structure means to SLAs in Service Desk

by Scott Priest, Managing Editor

August 31, 2011

In preparation for his latest Solution Manager Expert  article, SAP Brazil's Cristiano Canzone mentioned something interesting to me.

He noticed while going through a complex implementation of Service Level Agreements (SLAs) in SAP Solution Manager recently that there was plenty of information available on the configuration of this process -- but very little about the relationship among the objects involved, and their relationship to the system itself. Without information about the configuration objects, and how the information moves around the system, the configuration itself is much trickier and more error prone.

All his hard work led to some important information for Solution Manager Expert readers based on a real-life implementation problem. "Understanding Service Level Agreements in Service Desk" is the result of this work, and gets right to the point as to how the objects work and what they mean to you. 

Before getting into the details of each object and process, Cristiano details the foundational element of the organizational structure:

The starting point is the creation of an organizational structure that defines the hierarchical chain responsible for solving the Service Desk messages. This structure must have a service organization and a sales organization. These organizations must carry the attributes country, currency, sales division, and distribution channel, because SAP Solution Manager is based on SAP Customer Relationship Management (SAP CRM). These standard configurations must exist for the SLA to function properly. SAP CRM manages the SLA based on service contracts (the SLA is one of the items of the set of agreements established in these service contracts). It needs a service organization to work (the service organization is responsible for fulfilling the agreement established by the contract). A sales organization must exist as well because the support organization is selling a service to the customer. To determine the correct service contract, SAP Solution Manager reads the attributes (mentioned above) from the main business partner assigned to the Service Desk message: the Sold-to Party. Figure 1 illustrates the relationship among these objects.

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