Introducing Service Monitoring and Analytics (43B)

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You can use the navigation buttons in the bottom right corner to see what Michele has to say about scope item 43B:

The scope item shows the following key figures/information:

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Choose each element to learn more about it:

The main business role that a user needs to have, that executes the various analysis options of 43B, is the Customer Service Manager (SAP_BR_CUSTOMER_SRVC_MGR) business role. Once the role is assigned, the user can find the analyzes in the SAP Fiori Launchpad by going to the Service Management Analytics header area. Here, for example the Service Management Overview SAP Fiori app can be selected.

Business benefits of this app are:

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Choose each element to learn more about it:

Other roles that are referenced in the test script for the 43B scope item are:

• Customer Service Representative - In-House Repair (SAP_BR_CUST_SRVC_REP_REPA)
• Configuration Expert - Business Process Configuration (SAP_BR_BPC_EXPERT)
• Sales Manager (SAP_BR_SALES_MANAGER)

Key reporting capabilities:

• Review service contracts for expiry/renewal.
• Review service contracts by total contract value/profit margin.
• Review overdue service orders.
• Review incomplete service orders.
• Monitor average service duration by product.
• Review Expired Service Contracts.
• Analyze Service Contract Issues - Graphical Overview.
• Analyze Service Contract Issues by Country and Region.
• Analyze Service Contract Issues by Service Transactions.
• Analyze Service Contract Issues by Sales Organization.
• Analyze Service Contract Issues - Mini Tiles.
• Service Contracts – Flexible Analysis.
• Analyze Service Order Issues - Graphical Overview.
• Analyze Service Order Issues by Country and Region.
• Analyze Service Order Issues by Service Transactions.
• Analyze Service Order Issues by Sales Organization.
• Analyze Service Order Issues - Mini Tiles.
• Service Orders – Flexible Analysis.
• Order to Cash Manager Dashboard – Incoming Sales & Services

Note

The KPI currently included in the Service Order Analysis app (which belongs to scope item Service Monitoring and Analytics (43B)) is the average service duration by product. In older releases of SAP S/4HANA Cloud this KPI was the average repair time per product.