Incident Mang

[Former Member]

Hi All,

I want to know , Is incident management and Service desk is same or diff. in functionality . please clear my confusion .

As per my view Incident mang. is work center view of service desk . please provide any link for more details for solman functionality and business benefits of incident management

also i wish to know bit on Issue management , how it is differ from Service desk.

Br

Gyan

[Former Member · Accepted solution]

Hi,

Go through the following link

http://help.sap.com/saphelp_smehp1/helpdata/en/d6/b729db0a2a41589e9fa8f25eba7fcb/content.htm

Incident management is more or less same as service desk.

Incident Management includes the following tasks:

As a user or customer, you can create support message and display and reply to solutions suggested by support.

As a support employee, you can edit and administer support messages

Regards

PK

[RajeevP]

Hi,

> also i wish to know bit on Issue management , how it is differ from Service desk.

Please check http://service.sap.com/solutionmanager

--> media library --> technical papers --> SAP Solution Manager - Issue Management

Rajeev

[raguraman_c]

Hi,

SAP Servicedesk is Incident Management tool. To clear ur confusion its one and the same.

SAP Typical business benefits we can say

1. Notes search

2. Forwarding Message to SAP

apart from normal expected features

1. Email notifications for each status change

2. SLAs

3. Prioritization

4. Categorizing messages

5. Determining respective support teams and so on.

Hope this helps.

Feel free to revert back.

-=-Ragu