Background

• European IT services major’s SAP service desk handling about 30 SAP Clients (leading conglomerates in their sphere of business)
• SAP User Management service desk, handles requests from its customer base (Add, Update, Delete) to process user accounts for its associates
• The requests originating from either ServiceNow or SDM tool of the IT services group
• User Management to be handled in customer specific SAP instance of the customer, aligning with specific needs for approvals and reporting of that customer

Problem Statement

• Repetitive process to reconcile time records across the time keeping module to the invoicing systems
• Limited processing window, with 8-hour window of operation during the work week of the service desk
• Handling customer specific customization rules, brought in the challenge of training the SAP desk team, adherence to rules and ensuring overall quality SLA’s
• Scalability challenges to accommodate spike in inflow of tickets
• Lack of agility to onboard new customer accounts, and this would need training the entire service desk members to align with the custom rules