Create & track issues in configuration Use centalized Service Desk project organization to resolve issues Use reporting to track issues and make the project issues tranparent Allocate issues to the process in early phases, in case they come up again in the operation phase. 3 Service Desk The Central Capability of Incident Management Service Desk Interface Connectivity to SAP managed systems ERP, SCM, SAP Collaboration 3rd party Help Desk 1:n SAP Solution Manager Service Desk SAP CRM 7.0 SAP Solution Manager Service Desk SAP Global Support Backbone & Partner Ecosystem Interoperability with internal SAP Solution Manager capabilities Projects Change Management Root Cause Analysis Test Management BP Montoring Alerts SAP 2008 / Р”В¤ Project Issues Business Process Expert Business Process Expert Key User System Administrator Key User SAP customer SAP Support & Partner Eco System Build Test Deploy Operate Create & track issues in design Create an issue message related to the business scenario/process or process step in the Blueprint Create issues and assign them to the tasks of the project members responsible Aggregate issues to a high-level TOP issue and involve SAP experts to resolve them.

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