Information about Service Desk XT?

[Former Member]

Hi!

Does anyone have some printed information or presentation about the functionality and/or the details of the Service Desk XT?

Thanks in advance.

Best regards,

Alexander

[Former Member]

Hi Prakhar,

thanks for your fast answer and your links.

But these information I already have seen and they are a bit of saying nothing. Sorry!

I am looking for some detail information about Service Desk XT.

- What special features does it deliver extending der normal Service Desk

- How does it look like (screenshots)

- etc.

Does anyone have implemented the Service Desk XT right now and how is the experience?

Thanks,

Best regards,

Alex

[former_member209604]

Hi Alexander,

Here are some quotes from presentations:

"Service Desk XT is an license extension to SAP Solution Manager.

It extends the Standard Service Desk's usage to non-SAP incidents."

"Service Desk XT can be used for IT- and telecommunication device-related requests."

"Additional functions available, e.g. to replicated equipment from SAP ERP to SAP Solution Manager"

"Service Desks are preconfigured. ......."

"Service Desk XT licenses can be aquired after proof of concept".

Conclusion: Don't expect too much. It's mainly a license extension, coupled with additional functions.

The screens will pretty likely look as standard Service Desk screens.

Just apply for the free test drive and do a proof of concept.

Best regards,

Ruediger

[Former Member]

Hi Alexander,

Have you found more information on the XT installation and scope?

I'm working in an opportunity and don't have an idea on how to activate this scenario?

We are already working on the licences, but no idea on the implementation side.

Is it another bcset? Is it an special package or note to be applied?

I believe that at least SAP component field is not mandatory for XT scenario.

If anyone has answers to these questions I'll be very thankful.

Regards,

Renato Petrulis

[peter_baumgartner]

Hi Rüdiger,

a customer wants me to implement Servicedesk for non SAP products as well and I'm looking for technical information and implementation details or guides... Is there anything available? I need to estimate costs until wednesday.

@Alexander, Renato: Did you implement the Servicedesk XT?

best regards,

Peter Baumgartner

[Former Member]

Hi Peter,

I recently had the same issue (for several customers). Answer I got from SAP: Service Desk XT is just a a license extension - it doesn't come with any kind of additional functionality.

"SAP Consulting Packages" for such topics seem to be available (chargeable of course and NOT part of Service Desk XT). If I understood it right, they need CRM licenses as well in addition to the SD XT license.

Still I'd appreciate if someone could post details here if further information on SD XT should appear.

Cheers,

Andy

[prakhar_saxena]

hi check this link

http://service.sap.com/solutionmanager -> Solution Manager Extensions -> Extended Service Desk.

pg(46)

https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000147532009E

Pg 52 onwards

https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000059742008E

https://websmp205.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000548652007E

Regards

Prakhar