Is it possible to use Solution Manager Service Desk functionality for IT.

[mohammedbaderuddin_ashraf]

Hi ,

We are currently in SAP implementation phase and evaluating Helpdesk software. I know service desk is available for SAP components. We would like to have single help desk software for SAP and non SAP components, Therefore I would like to know if Solution Manager Service desk functionality can be used to support non sap components example - infrastructure support (Network, OS, and DB etc.).

If yes how can i include infrastructure components in service desk?

Best Regards

Mohammed Ashraf

[mohammedbaderuddin_ashraf]

Hi,

Is Service Desk XT still available. As per Solution Manager EHP1 Master Guide following SAP Solution Manager Extensions are available:

1. SAP Solution Manager adapter for SAP Quality Center by HP

2. Process Scheduling adapter for SAP Solution Manager

3. SAP ProductivityPak by RWD adapter for SAP Solution Manager

Service Desk XT is not listed. Solution Manager EHP1 upgrade is madatory and currently we are ugrading. I would like to know Service Desk XT is discontinued or it can still be used with Solution Manager EHP1.

Best Regards

Mohammed Ashraf

[Former Member]

Hi,

this depends on your needs. Basically you can use (Extended) Service Desk for NON-SAP issues.

Your workflows can be configured without connection to schedule manager/tms/transports and such.

But in my opinion there is a lack of integration regarding configuration database and dependencies between single components.

I would rather try to integrate a 3rd party help desk with Solution Manager.

I do not know about the recent changes (the background for my point of view is almost one year old) but you may have a look at http://service.sap.com/solutionmanager -> Solution Manager Extensions -> Extended Service Desk.

Maybe you can get some more information there.

Hope this helps.

[mohammedbaderuddin_ashraf]

Hi Christian,

Thanks for your quick response.

Where can i find more SAP Service Desk XT information.

If i create component in SMSY as mentioned in http://www.sappro.com/downloads/NonSAPsystems.pdf

one for each of the IT resource then can I use these Non sap compoenets in service desk.

Best Reagrds

Mohammed Ashraf