Introducing Service Order Management and Monitoring (3D2)

1. Navigate to SAP Best Practices for SAP S/4HANA Cloud for Enterprise Management (https://rapid.sap.com/bp/#/BP_CLD_ENTPR).
2. Select a Version and a Language by using the Region/Language preferences option on your screen.
3. Go to the Accelerators section and, under General Documents, choose SAP Best Practices content library.
4. Select Filter Scope checkboxes (for example Service) to filter information and locate scope item test scripts and process flows. Do this for the 3D2 scope item that we are interested in here.

This scope item encompasses field services planning and execution, covered by two scenarios: Fixed Price and Time and Material (T&M). The process includes service order creation, service order release, followed by subsequent service confirmations, and also billing of the customer.

Note

Use the navigation buttons in the bottom right corner to see what Michele has to say about the process covered by scope item Service Order Management and Monitoring (3D2):

The following master data objects are required for the service order management and monitoring process that is implemented using this scope item:

• Business partner representing the customer
• Business partner representing the supplier (for procured spare parts)
• Service product (using a material master record)
• Service price coming from a service contract (see scope item Service Contract Management (3MO)) or a price condition master record

The business partner functionality of SAP S/4HANA Cloud is used to maintain both customer and supplier master data records in the system.

The services delivered to the customer are created as material master records with a special material type for services (known as service products or materials). The same type of master record is used for the materials bought from any external parties (suppliers) as non-stock materials.

Note

It is also possible to make use of different types of service bundles in a service order (fixed price service bundle and time and material service bundle). Using service bundles, multiple items (materials, expenses, services, and so on) can be combined in a bundle where either the main item or the sub items are priced.

Service prices can be copied out of a service contract (see scope items 3MO and 6GU) or out of a price condition master record.

Note

It is possible to configure how pricing conditions are copied from the source document (with the item category used there) to the target document (also with the item category used there). It is also possible to configure whether or not determined taxes and scales should be re-determined in the target document.

You can use the following simulations to work your way through the main process steps for scope item 3D2:

ExerciseStart Exercise

The above table provides an overview of all the standard business roles that are used when testing and executing scope item Service Order Management and Monitoring (3D2).

Note

This information is based on the test script for scope item Service Order Management and Monitoring (3D2), which can be found on and downloaded from the SAP Best Practices Explorer website at http://rapid.sap.com.

These roles can be used as a template to create your own business roles for your business users working with scope item Service Order Management and Monitoring (3D2).

The two main roles are the role for the service manager and the role for the service technician. 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.