Solution Manager Enterprise Edition - Creating Service Desk

Hi All...
Being a Channel Partner of SAP we have authority to sell sap licenses to our customers.
Now we want to setup a service desk for them in our Solution ManagerEE.
Could you please help me to understand....
1> I am not able to understand the extra functionality of SolMan EE with respect to Service Desk creation.
     Do we really required EE for Service Desk? or with just normal SolMan we can setup that?
     2nd is...
2> I am not able to understand how do I can create system in SMSY, because possibility of having same SID for any of our customers.
     I am not sure how do I can setup a Service Desk for each customers separately.
     If any one of you guys have did same kinda config. before, please guide me....
Thanks!
Amit
Edited by: amit bhisekar on Oct 28, 2008 7:12 AM

> 1> I am not able to understand the extra functionality of SolMan EE with respect to Service Desk creation.
> Do we really required EE for Service Desk? or with just normal SolMan we can setup that?
SolMan EE has some additional functionality but that is not related to the service desk. A "normal" solMan is enough.
> 2> I am not able to understand how do I can create system in SMSY, because possibility of having same SID for any of our customers.
You can use SIDs like "SID_A" and "SID_B".
> I am not sure how do I can setup a Service Desk for each customers separately.
Follow the IMG - and note 1023598 - SAP Solution Manager Service Desk for service providers
Additional info:
Out of my experience with the service desk: We are using it since SolMan 2.2 and if we could choose again we would definitely use a different product because
- as soon as you drift away a little bit from the standard configuration, that you can use by default (but often needs adaption) it becomes really complex. Support desk is based on CRM so make sure that you have CRM knowledge (including PPF) in house if you want to do the configuration alone
- after each service pack/support stack installation something is not working and almost each time we need help of the support (OSS/CSS) to get things fixed again
- Bidirectional communication is not possible, you can send answers/inquiries to the message creator but answers are not "automatically" put back into the system (e. g. Mail parsing). That is the biggest drawback
- The UI (if you use the GUI) is.. well... not really intuitive
Markus

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>
Peter O'Leary wrote:
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