We have a client who would like to use the service desk functionality of Solution Manager for their IT ticket handling system. Right now, Solution Manager has been configured for the service desk functionality of sending nessages to SAP.
I would like to know where to start, I think first of this is a seperate project on its own, I have not found anything to help guide besides the Solution Manager Sevice desk additional information. I have heard CRM knowledge would be beneficial to get this done successfully.
Has anyone done this before, any tips, advice, documents....anything?
Thanks in advance