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User help desk and change management with SAP Solution Manager
Project duration: 1 year, 5 months
Brief description
Design, introduction and supervision of a user help desk for SAP Retail on the basis of the SAP Solution Manager. Enhancement of the application spectrum to include the change management process in which SAP transport management is also integrated.
Supplement
A host-based enterprise resource planning system is to be replaced and SAP R/3 Retail is introduced as the central system. SAP Solution Manager is used to coordinate and track messages from users and support agents in the branch systems that are connected via interfaces.
Subject description
The notifications can be sent directly from the application in SAP Retail to the Solution Manager's service center. Processing of the cases is monitored and coordinated with the help of the Solution Manager's functions. As requirements for enhancements also occur in the course of notifications, Change Management functions are added, so that transports can also be controlled directly via the Solution Manager.
IT project data
- Industries trade
- Specialist tasks Call Center Management, Change Management, version management
- DP tasks standard software launch
- System environments standard software: CRM systems, standard software: ERP systems
- Procedure model ASAP (SAP)
- Standard software and BI SAP Retail, SAP Solution Manager
Project period01.07.2007 - 15.11.2008
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