Explaining the Process Steps and Business Roles for Service Management with Advanced Variant Configuration (6GS)

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Choose the highlighted items below to learn more about the process of adding a configurable item to a service order. You can use the slide below this interactivity as a summary.

The following slide summarizes the main process steps for scope item Service Management with Advanced Variant Configuration (6GS):

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Note that, as an example, the figure depicts a service order. The presented functionality is however also available for service quotations.

The main characteristic of the business process supported by scope item Service Management with Advanced Variant Configuration (6GS) is that it allows for the use of a configurable product in the service quotation, the service order and the service confirmation that is being created.

The variant configuration functionality used in this context is Advanced Variant Configuration. Currently, single-level configurations are supported.

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Advanced variant configuration functionality is also supported in service contracts. Scope item Service Contract Management with Advanced Variant Configuration (6GU) supports this process. For use of advanced variant configuration in a solution order, see scope item Solution Order Management with Advanced Variant Configuration (6HY).

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A separate license for the use of Advanced Variant Configuration (AVC) functionality as used in the scope items described, is required.

After creating the order with the configurable product in it as an item (step 1), and entering the configuration (i.e. choosing the values for the characteristics with which the product is configured: step 2), the pricing of the service order item can be checked (step 3). After this, the service order is released and can be output (e.g. printed). Once a technician worked on the order, a service confirmation can be entered. It is possible (if needed) to update the configuration of the configurable service product item(s) when entering the service confirmation.

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Updating the configuration in a service confirmation is NOT possible if the service order was created out of a solution order.

The rest of the process is very similar to the standard process as described for scope item Service Order Management and Monitoring (3D2). For example the way billing is handled after step 5.

The above table provides an overview of all the standard business roles that are used when testing and executing the complete Service Management with Advanced Variant Configuration (6GS) scope item, including all follow-up steps as supported by scope item Service Order Management and Monitoring (3D2).

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This information is based on the test script for scope item Service Management with Advanced Variant Configuration (6GS), which can be found on and downloaded from the SAP Signavio Process Navigator website. Use URL https://me.sap.com/processnavigator and choose Solution Process. You can now see a list of all available solution processes.

These roles can be used as a template to create your own business roles for your business users working with Service Management with Advanced Variant Configuration (6GS).

The two main roles are the role for the service manager and the role for the service technician. These are the same roles as used when testing and executing scope item Service Order Management and Monitoring (3D2). The other roles are needed for process steps supporting the main process covered by the scope item. An example is an inventory manager who can post goods receipts and goods issues related to service orders.