Service Desk for Helpdesk
With SAP's Solution Manager Initiative, customers are now required to incorporate a Solution Manager system into their SAP landscape. This requirement has left customers anxious to realize as many benefits as possible from their (typically considered non-core) SolMan system. Movado Group, Inc. has made the best of the situation by leveraging and extending the Service Desk functionality delivered with the system to build a fully functional, end-to-end solution for their corporate help desk. This article describes the MGI implementation of the Service Desk and discusses some of the customizations and enhancements which were required to make it the right fit for their IT organization.