Introduction
These days, organizations are transforming their way of working, from more product-centric towards more outcome-centric. Organizations in product-centric and asset-intensive industries are at risk of missing out on opportunities. This requires support of a software solution that can prevent this from happening, and that supports these types of organizations.
Note
You can watch the following video, in which Alex presents a general overview on the Service functionality that SAP offers:The following slide summarizes the different areas and products that the Service functionality of SAP supports:
SAP Service Cloud, SAP S/4HANA Service and SAP Field Service Management all support and complement each other.
General Overview of SAP S/4HANA
SAP S/4HANA is an acronym for SAP Business Suite 4 the HANA Database and is part of the suite of intelligent solutions that SAP offers.
Note
Once again: in this course, the term "SAP S/4HANA" refers to the on-premise version of SAP S/4HANA. The available cloud-based versions of SAP S/4HANA are called SAP S/4HANA Cloud Public Edition and SAP S/4HANA Cloud Private Edition.Note
You can watch the following video, in which Alex presents some general characteristics of SAP S/4HANA:Note
In the next two lessons of this unit, you can find more details about the various Cloud deployment options, that are available for SAP S/4HANA.A Brief History of the Service Functionality in SAP
The (older) SAP solutions called SAP CRM Service and SAP ERP Customer Service were used as a basis (and later enhanced) for developing a solution called SAP S/4HANA for Customer Management. SAP S/4HANA for Customer Management finally evolved to the Service solution within SAP S/4HANA and SAP S/4HANA Private Cloud. Some of its business objects originate in SAP CRM, and others in SAP ERP. This also applies to SAP S/4HANA Cloud Public Edition.
Note
In this course, SAP S/4HANA Service is used in a more generic way: it can refer to both the Service functionality in SAP S/4HANA Cloud Public Edition, and the Service functionality in SAP S/4HANA (which is the on-premise version of SAP S/4HANA) and SAP S/4HANA Cloud Private Edition.Service Engagement Center and SAP Cloud for Customer were used as a basis (and later enhanced) for developing SAP Service Cloud.
SAP Cloud for Customer and SAP CRM Service Manager as well as SAP Work Manager were used to map mobile service processes. The integration of the Front Office with Mobile Solutions has finally evolved to a combination of SAP Service Cloud and SAP Field Service Management (formerly known as CORE systems).