SAP技术培训资料.pptVIP

Customers usually have tools to manage their solutions, e.g. System Management Knowledge Management Test Management ... Solutions require a holistic approach, e.g. Change Management requires a tight integration of several solution management components As best-of-breed products offer an isolated view only, the SAP Solution Manager takes a different approach which focuses on Integration Software life-cycle Business processes IT organizations are subject to increasing fragmentation Ever more and more complex business processes are being implemented Best-of-Breed solutions More components, larger components, more complex components IT experts, training concept Available know-how on (employment) market Cost pressures User requirements Less training Intranet/Internet users Employee Self Services, Internet Sales and Service Demand 24 hour/day, 365 days/year A new monitoring concept is required! 与过去相比，现在的有点： 系统管理员通过访问单一的界面可以对所有的系统进行管理 简易，清晰的任务列表使得日常维护变得更加方便，而且不会有遗漏 自动记录日常维护的操作，便于日后审查 使用报表的方式，全面反映日常维护的结果，以及需要执行的活动 What does a successful support desk management imply?SAP′s support desk is a help desk featuring: Problem monitoring Problem resolution Problem processing Escalation procedures Interface with SAP and partners for message exchange It contains an implementation methodology for the operation of your help desk, allows for successful capacity planning and service level reporting. An integrated customer solution database facilitates build-up, storage and reuse of customer-specific knowledge. Beyond that, note search and note implementation are facilitated using SAP Service Marketplace and the SAP Note Assistant. Why move to SAP Solution Manager 3.1? New Support Desk functionality Powered by mySAP CRM and based on SAP Web AS State of the art call center and message handling environment This replaces the SAP R/3 4.6C Advanced Support Desk Smart Implementation for SAP Solution Manager 3.1 and mySAP CRM for message handling will be available Training and services will