Demonstrating a Service Process in SAP S/4HANA

Objective

After completing this lesson, you will be able to demonstrate a typical on-site service process in SAP S/4HANA

Overview and Process Steps for SAP S/4HANA Service

Review of a Service Process in SAP S/4HANA

Note

The following video introduces a typical on-site service process in SAP S/4HANA:

Organizational Structure Elements for SAP S/4HANA Service

Note

The following video introduces organizational structure elements in SAP S/4HANA Service, and also the use of service products:

Note

The topic of configuring organizational structure elements and also service-related master data records for SAP S/4HANA Service is not part of this course. The course material on this topic is limited to general remarks.

Service Products

Note

A service product can also be marked as configurable using the Material is configurable indicator in the configuration details of its material type. The class assignment for the variant of the configurable product must then also be done. A class belonging to class type 300 (variants) must be used. To create a variant, a configuration profile is also needed, in which the processing mode is specified as Advanced Variant Configuration. When a configurable service product is created, no value is specified for the (MARA-SATNR) field for a cross-plant configurable product.

Service contracts represent long-term service agreements with customers. They define the content and scope of the services guaranteed within specific tolerance limits for certain parameters, for example, within a predefined time frame.

Service contracts can be created with different types of service contract items included. Billing plans can be set, prices adapted, the billing process can be triggered, service contract items can be renewed if they need to be extended, and so on.

Specific service products for service contracts can be used in SAP S/4HANA. For these service contract products, specific attributes can be maintained (for example, concerning maintenance or hotline related), that can represent service level agreements (SLAs) with customers in service contracts. These SLAs affect the pricing of the services rendered for service contract items and the date calculation in a service process, to which the relevant service contract items refer.

In the standard SAP S/4HANA system, item category group SCNP (Service Contract Product) represents such a service product for a service contract item. Material type SERV is also used for service contract products.

Summary

  • A typical on-site service process in SAP S/4HANA Service comprises of the following steps: create service request, convert service request to service order, create a service confirmation, trigger billing creating a billing document request, and convert the billing document request to a real billing document.
  • Various user interfaces (UIs) are supported when executing service processes in SAP S/4HANA.
  • The organizational model to be used in SAP S/4HANA Service consists of the following elements: sales organization, sales office (optional element), sales group (optional element), service organization, service team, and position.
  • When you are creating a master record for a service product (representing the service to be executed), material type SERV, or a similar material type configured based on SERV, is used.
  • The Item Category Group field in the product master record can be used to distinguish service products from, for example, expense items.

Optional: Execute a Typical On-Site Service Process in SAP S/4HANA

Part 1 of the exercise/simulation:

ExerciseStart Exercise

Part 2 of the exercise/simulation:

ExerciseStart Exercise

Copy a Service Product

ExerciseStart Exercise

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Learning

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