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Newsletter 12/2020

    b-rightsource was awarded by the CIO Magazine for their competence to integrate SAP with ServiceNow. Especially the ServiceNow certified “built on Now” application “SAP KeyUser Pro” for a comprehensive SAP Service Management solution was valued.

    CIOReview Award

    Please follow this link for more details.

     

    Newsletter 06/2020

      SAP KeyUser Pro, the preconfigured and comprehensive SAP Service-Management solution based on ServiceNow, is now available in version 1.8 on the ServiceNow Store. In the latest version, we were able to further improve the Key User model with numerous additional functions. In particular, we would like to highlight:

      • Comprehensive integration of outsourcing partners into the support model, such as the management of outsourcing partners, their effort planning, and the approval of external expenses
      • Flexible approval processes in Change Management
      • Greater flexibility in the definition and processing of SAP-related services
      • Expansion of the SAP KeyUser Pro Dashboard with many additional reports

      In addition, SAP KeyUser Pro has received the new “Built on now” certification from ServiceNow, which once again underlines the quality of our fully-fledged and market-recognized business solution. Just check out the ServiceNow Store for a full description of SAP Key User Pro.

      We are particularly proud that we are now one of the few – if not the only – ServiceNow and SAP partners who can show you a fully digitized SAP Service-Management process end-to-end in a demo environment.  From the creation of a support ticket in the SAP GUI to the processing in ServiceNow to the integration of Change Management with SAP ChaRM.

      Why not contact us immediately and make a demo appointment?

      SAP-KeyUser pro integration

      … and the best at the end. We are already working on the next version, where we pay special attention to the user-friendliness and the knowledge-supported ticket processing.

      • Knowledge-Centered Services for SAP Service-Management
      • Agent Workspace user interface
      • Mobile support

       Many fascinating topics for looking forward to.

      Newsletter 04/2020

        SAP Key User Supportmodell with ServiceNow – The SAP Support Module from SAP KeyUser Pro

        This article introduces the support module of the ServiceNow app “SAP KeyUser Pro”, which implements all processes and governance required to operate the Key User Model. The functionality is explained in detail using a use case.

        But first let’s discuss the Key User model in a little more detail.

        With the Key User concept and in opposite to standard IT support, the 1st level support will be delivered by Key Users, working in functional departments instead of working in a helpdesk. This means, that SAP support tasks will no longer only be delivered by the SAP department.

        To make the Key User concept a success, the organization, governance and processes need to be set up properly. The sustainability can be assured by guiding the SAP users and the SAP support organization through the necessary processes by implementing them in a software-based, technical solution.

        Key success factors for the Key User concept are:

        • adapt existing job description of Key Users, associated by Key User trainings
        • implement SAP support processes considering that Key Users still have their daily work
        • tool support to fix the governance and processes within the organization

        SAP KeyUser Pro implements out-of-the-box the required processes and governance to assure a successful Key User concept implementation. Although the solution supports also Service, Change and Project Requests, the focus in this article will focus on the Support Request.

        A typical example – processing an error in a SAP report

        For a better understanding, a typical use case will be taken that may occur in every SAP support organization to explain the support flow. Although in most cases support requests will be solved in the first level by the Key User, the described use case here is a little more complex. An error occurs in an SAP application that contains customization implemented by a third-party external supplier. This error now needs to be handled by the SAP support organization. The use-case looks as follows::

        1. An SAP user gets an error in an SAP report and sends support request directly from SAP
        2. A Key receives the support request and tries to solve
        3. The Key User recognizes that it’s not only a functional, but a technical problem and involves the SAP department
        4. A responsible employee from the SAP department analyzes the problem, based on the information available in SAP KeyUser Pro.
        5. The SAP specialist recognizes that the error is caused by a third-party customization and involves that external company into the flow
        6. The external company can access the support request and solves it quickly, based on the existing information. After completion, he finishes the support request.
        7. The SAP user can finally review the solution and closes the request.

        Because all information on such requests are stored in the system, they can be used to fill a Knowledgebase and for reports to analyze e.g. the efficiency of the Key User concept, training requirements, external support efforts and much more.

        1. SAP User named Leng Song works in SAP and calls a report that displays the list of Sales Orders by partner. Leng recognizes, that all planned dates in the last column of the report are the same.She knows that this must be a mistake and opens a Support Request directly in SAP. She pre-classifies the request as best as she can and chooses the appropriate Business Process and SAP Role as well as the Key User that may answer this question best – Tim Simpson. (Please note, that the “language of the business” is used)
        2. Tim Simpson, the responsible Key User, received a notifying E-mail, that Leng had a problem with the Sales report. Because he’s already working with SAP KeyUser Pro, he navigates to the request via the ServiceNow Service Portal.…and opens the request. He has all the required information already available in the Support Request. SAP information is automatically populated by the SAP GUI Adapter to the request (more of this a little later).
        3. However, he has also no explanation for that error but assumes that it might be related to a previously installed customization. So, he wants to involve the SAP department.
          For consulting the SAP team, he chooses “Consult SAP CC” and assigns Sabrina Sperling, the person that was responsible for implementing the Change in the SAP report (in case that he hadn’t known the responsible person, this field could have been left empty and the request would be sent to the appropriate SAP team).
        4. Sabrina Sperling receives a notification, that she is required to help in a support request. She opens the request and reviews the available information. She looks on the attached screenshots as well as looking into the SAP information that was attached to the database. Fortunately, she needs not to reproduce the case in the SAP system because the attached information is enough to evaluate the reason. Some days ago, she had ordered customization from their preferred external supplier for SAP reports and she could immediately involve the supplier.
        5. Sabrina creates a request to their contracted SAP partner b-rightsource that they should fix the error in the report. Ueli Fankhauser did the report and is notified after creation of the request (If no-one would have been assigned, a coordinator receives the notification so that he can dispatch in his outsourcing team).She configures the External tasks with appropriate information and also set an expected budget of 2 hours to fix that.
        6. Ueli Fankhauser, the external developer, receives a notification and opens the request immediately to fix the problem. He did it within the given 2 hours and finishes then the request.
        7. After work has been done, Leng Song as the requesting SAP User can finally review the request and close it, because she’s now happy with the solution. She can also see that the total resolution time was 2hrs. 30 mins.

        In further processing, such kind of Support Requests will be used for statistical reasons. For example, it can be analyzed; how much support efforts were taken over time and which external partners were mainly be involved in SAP operational support. Because financial information will also be calculated, the statistics can e.g. also be used for invoice reconciliation.

        Newsletter 08/2019

          The summer doesn’t only bring hot weather, but also new hot products. So, we don’t want to stand behind and we have now certified and published our new Version 1.5 of SAP KeyUser Pro on the ServiceNow Store – our solution for SAP Service Management. For the ServiceNow Releases London, Madrid and in short term New York Releases, there are some more cool features available in our product:

          • Service Portal Integration – full Portal integration, regardless if you are a fulfiller or requestor
          • SAP Integration – SAP Fiori Client and SAP Solution Manager interface included. You’d like to create Change Requests in SAP Solution Manager directly from ServiceNow and synchronize status information? No problem with the new version.
          • Dashboard – A new Dashboard offers meaningful reports all around SAP Service Management
          • Multi-language support – SAP KeyUser Pro supports multiple languages. English and German
          • Domain Separation Support – this may be very interesting for you if you’re a Service Provider

          SAP KeyUser Pro - ITBM

           

          For the ServiceNow New York Release, we will also add some more features like mobile app support and an even stronger integration with the Incident Management

          Additionally, SAP KeyUser Pro has become a companion. SAP KeyUser Pro – ITBM Integration is now certified as an additional application, which is also available on the ServiceNow Store. With this, SAP KeyUser Pro now also integrates with ServiceNow IT Business Management (ITBM).

          ITBM Integration – Integration of SAP Service Management with ServiceNow Project Portfolio Management
          Demand Management – Creation of Demands, directly from within SAP KeyUser Pro Project Request
          Service Portal – Creation of Project Requests directly from within the Service Portal without switching to the regular interface

          So we have the momentum to implement much more useful features to make your SAP Service Management even better and more integrated. Come and accompany us – our next target for more functionality is to have them available for the ServiceNow New York Release.

          … ah, just to mention it. Our ServiceNow status has just changed and we are now accredited as „ServiceNow Premier Partner“. This is also a success in our company history.

          Newsletter 03/2019

            As your ServiceNow Bronze Technology Partner we are also on the approach to the new Madrid release. Our product SAP KeyUser Pro Version 1.5 will include many exciting features and will soon be certified for the new Madrid release. Our focus is the seamless process integration and the provision of a single point of entry for SAP users and Key Users. We would like to highlight:

            • Service Portal integration – SAP KeyUser Pro with Service Portal interface
            • SAP Integration – Create support requests from SAP GUI. SAP Fiori Client as well as the Solution Manager interface are now an integrated component of the product
            • ITBM Integration – seamless integration of SAP Service Management with ServiceNow Project Management
            • Dashboard – A new dashboard presents meaningful reports on SAP Service Management

            Regarding the new release, we would also like to draw your attention to our special services.

            • Upgrade service to the Madrid release. We help you to upgrade and provide a review of your environment to take advantage of the latest features
            • ITBM considering the latest features of the Madrid release
            • Service Portal introduction or optimization – Develop your Service Portal to a Single Point of Entry for all service requests

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            This is just a small excerpt from our range of services. We will help you with the smooth landing in Madrid with our experienced on-board staff. Don’t lose time and contact us right away for an early check-in.

            Newsletter 10/2018

              Focus on ServiceNow at b-rightsource

              We have now focused our activities even more on ServiceNow and are setting our center of gravity on ServiceNow products, development and consulting.

              Our product SAP KeyUser Pro will be enhanced with additional functionalities that include a tighter integration with SAP Solution Manager and products like Focused Build. Beside the Incident Management, the process Change and Release Management in combination with Solution Manager will be further extended and associated interfaces will be part of the product.

              Around ServiceNow solutions, we have further enhanced our competences in products like Project Portfolio Management with financials or Resource Management and consult our customers, how they could manage and monitor their projects, project budgets and resources more efficiently with ServiceNow.

              Additionally, we accompany you building a powerful Service Portal based on ServiceNow and integrate additional popular products like SAP or One Identity Manager. This allows our customers to supply a Single Point of Contact via the Service Portal, so that users need not to work with multiple tools and experience a uniform look and feel.

              picture

              Sie suchen einen kompetenten Partner, der sie nicht nur mit technologischer Beratung bei der Implementierung und Konfiguration von ServiceNow begleitet, sondern mit Ihnen auch ihre Prozesse betrachtet, diese in leistungsfähige ServiceNow Lösungen umsetzt und bei Bedarf auch weitere Produkte integriert? Dann sind sie bei uns an genau der richtigen Adresse.

              Newsletter 11/2017

                Ever wanted to integrate your SAP Service Management with ServiceNow? Then we have the right solution. As a ServiceNow Bronze Technology Partner, we would like to present in our current newsletter the possibility to create a support ticket directly from SAP in SAP KeyUser Pro – our ServiceNow certified process solution for SAP Service Management based on ServiceNow. The features of SAP KeyUser Pro include a comfortable KeyUser search with corresponding role descriptions as well as processes for support, service, customizing and change & project requests.

                New support inquiries are usually made by phone or website. In addition, with our solution you can also create a support ticket directly from SAP in SAP KeyUser Pro.

                We would like to briefly introduce this possibility today. All necessary information for processing the request is automatically transferred from SAPGUI to SAP KeyUser Pro. The user needs not to navigate to the support page and open a support ticket. At the same time, the requestor and the fulfillers receive an e-mail notification with a reference to the ticket and a PDF file with further details. Of course, the employee can also open the support ticket directly from within SAP in ServiceNow.

                Have we aroused your interest? Then take 5 min. of your time and watch our demo video to experience the possibility of ticket opening from SAP in picture and sound.

                Interface between ServiceNow and SAP

                SAP Integration in SAP KeyUser Pro

                • Integration of SAP with ServiceNow
                • SAP transaction-information directly available in the support ticket
                • E-Mail notifications for new support requests
                • Assignment of the ticket to the right person out of SAP
                • Additional PDF documents with support information included as an attachment to the ticket and e-mail


                Here you’ll find the description of SAP KeyUser Pro and the video

                Are you fascinated and want to take the next step? Here you’ll find SAP KeyUser Pro for download on the ServiceNow Store.

                Newsletter 10/2017

                  As a ServiceNow® Bronze Technology Partner we would like to make you aware of a special offer. The ServiceNow Jakarta release is already available since some time and Kingston will soon be released. We are pretty sure that you have already made up your mind to upgrade your existing instances. When there is a technology upgrade on your roadmap anyway – why not optimizing the performance of your solution in the same step? Doesn’t it sound attractive to you to leverage double benefit from a single activity?


                  servicenow certified

                  Releaseupgrade to Jakarta

                  • Analysis, testing, upgrade
                  • Performance analysis of existing solutions (Customizations, custom scoped applications
                  • Performance optimization (Client and server scripts, Netzwerk, tables and indices, …)

                  Newsletter 09/2017

                    SAP KeyUser Pro Receives Application Certification from ServiceNow®

                    Zurich, Switzerland – 2017,22,09 – B-rightsource GmbH today announced it has received certification of its application with ServiceNow®. Certification by ServiceNow signifies that SAP KeyUser Pro has successfully completed a set of defined tests focused on integration interoperability, security and performance. The certification also ensures that best practices are utilized in the design and implementation of SAP KeyUser Pro’s Application with ServiceNow.

                    SAP KeyUser Pro bridges the gap between ITSM and SAP Service Management. Users are offered an intuitive web interface which makes it easy to submit requests to the right addressee, using a single point of contact for Service Management – the ServiceNow platform. SAP KeyUser Pro leverages the power of ServiceNow’s workflow and approval engines also for SAP support. All project information is stored in a single place, the customizing and project tasks. Requestors, approvers and project workers are always well informed about the status, find information easily and are well integrated into the task flows