KeyUser Pro for SAP is a business solution for supporting SAP Service Management. Best practice processes and governance models from existing SAP organizations and projects are built into the solution. This leads to extremely short implementation times, frictionless communication and clear responsibilities between IT and functional departments and as a result to significant cost reductions.
The user interface is intuitive and user friendly, especially for the SAP users and KeyUsers and does not require much training. All process steps, approvals and other activities are stored in the system and can be reproduced at any time. Transparency across all requests, changes and projects is ensured. A full integration into ServiceNow Service Portal completes the way of creating and processing SAP Service Requests
Optional SAP GUI and Fiori interfaces allow direct creation of tickets and data takeover from SAP. System information is added to the Support tickets. “RfC” and “Work Packages” can automatically be created in SAP Solution Manager from KeyUser Pro.
Outsourcing partners can easily be integrated into all processes and can be managed within the application. External staff can be dispatched within the SAP Service Organization and approval processes guarantee proper effort control.
Meaningful dashboards give information on Support, Service, Requirement and Project tickets as well as an overview of associated SAP runtime information.
Multilingual support allows better integration of different cultures. English and German are integrated.
The solution supports domain separation for usage within Service Provider environments.
KeyUser Pro for SAP is a pre-configured SAP Service and Application Lifecycle Management solution that covers all needs of SAP support organizations, including a role model and board structures. Fast implementation and cost reduction through optimized support processes is guaranteed and a best practice KeyUser Support & Governance model is included.
- KeyUser Support & Governance.
- Continuously integrated Operations: Integrated Support and Application Lifecycle Management ensures a seamless transition from requirements to day-to-day operations.
- Consistent usage of the Business Language.
- SAP use cases: Supports S/4HANA rollouts and SAP Activate project methodology. In combination with SAP Cloud ALM an excellent alternative to SAP Solution Manager.
- Team Integration: Effortlessly incorporate outsourcing partners and consultants into your workflow.
- Choose Your Tools: Multiple integration options including SAP GUI, Fiori, SAP Cloud ALM, Solution Manager, and ServiceNow SPM assures seamless process integration without media breaks.
- ServiceNow integration: Based on the CSDM 4.0 data model for full integration with other ServiceNow components
- SAP Support Request including outsourcing support.
- Supporting the functional hierarchy and the maintenance of KeyUser organization.
- Classification of request by process hierarchy.
- Sophisticated ticket routing based on business terms
- Consideration of regional support teams
- Deputy rules for KeyUsers on leave.
- Classification of Support Request as "confidential" to restrict access (e.g. for HR topics).
- Integration of external providers/outsourcers.
- Track efforts for Key Users, 2nd Level Support and Outsourcers and optionally calculate cost.
- SAP Runtime info is included when using the SAP GUI and Fiori integration.
- Seamless integration of SAP outsourcing partners and consultants.
- Manage Service Providers/Outsourcers and integrate their staff into the process flows.
- Tracking of effort and cost.
- Approval process for external workforces.
- SAP Services and Service Request.
- Definition of regional or global Service teams for Service delivery within and outside of IT.
- Highly flexible definition of Services based on templates.
- Integration with SAP Change and Requirements Management
- SAP Service Ideas process.
- Pre-configured services for key user and service provider maintenance
- Requirement Management (formerly App Change Request) including an optional integration with SAP Solution Manager or SAP Cloud ALM (additional products on the ServiceNow Store).
- Full integration with external systems for distributed processing. Optional interfaces to SAP Cloud ALM and SAP Solution Manager.
- Comprehensive support of SAP Activate methodology when integrating with SAP Cloud ALM.
- Support for Requirement and Change processing in regulated environments (e.g. Pharma)
- Pre-qualification of Requirements to reduce request volume and increase quality.
- Flexible and multi-level approval process.
- Comprehensive and fully integrated deployment process including Transport Management transparency.
- Flexible integration of Outsourcing Partners into Change and Requirement processing.
- Comprehensive reports for CAB to track change request processing and analyze trend data.
- Auditor dashboard to simplify the audit review process.
- App Project Requests with comprehensive project description and optional integration with ServiceNow SPM.
- Pre-qualification of Project Requests to increase request quality.
- Comprehensive project description for proper CAB preparations.
- Seamless integration of Outsourcing partners into the project team.
- Deputy rules for Project Managers.
- Optional Integration with ServiceNow SPM.
- Service Portal and optional SAP GUI and SAP Fiori frontends for creating requests.
- Functionality available in the Service Portal, independent of fulfiller or requestor functions.
- Drag & drop of files as an attachment and directly paste screenshots into requests.
- Enhanced search functionality for finding KeyUsers and SAP services.
- Multilanguage Support. Currently implemented languages are English and German.
- Additional interfaces for seamless process integration.
- Seamless ServiceNow Knowledge Management integration to create semi-automatically knowledge articles out of Support, App Change Request and Requirements. KCS enabled (Knowledge Centric Support)
- Optional ServiceNow SPM interface for Demand and Project Portfolio integration.
- Integration with ServiceNow ITSM Incident Management.
- Optional SAP Cloud ALM interface to support SAP Activate methodology and integrate SAP Support with Application Lifecycle Management
- Dashboard with meaningful and pre-configured reports to optimize SAP Service Management.
- Support Request Reports to verify maturity of Key User model and track the processing of requests.
- SAP Runtime information to analyze root causes of SAP support requests.
- Reports to track Change and Requirement Management processing.
- Reports for SAP projects
- Domain separation support intended for Service Providers.
Pre-configured Multilanguage email notifications.