Introducing Service Monitoring and Analytics

Solution process Service Monitoring and Analytics (43B) helps a customer service manager to ensure on-time service delivery by for example monitoring the service orders for completeness and whether they are overdue. It also helps to compare and analyze service orders across different dimensions such as confirmation status, readiness for billing, and average service duration by product. You can use the analysis options available to act on open service orders (identify whether execution has happened, assign orders to the correct team, modify service orders if required, and so on).

The solution process shows the following key figures/information:

• It helps to compare the average service duration by product.
• A customer service manager may also want to know how many service contracts will expire soon. The customer service manager can compare and view the service contracts from various dimensions, such as total contract value and profit margin. The customer service manager can also trigger actions to renew them.
• A variety of issues in service contracts and service orders can be monitored. The scope item supports a detailed analysis of the issues by displaying the results by issue, service transaction, country, region, and sales organization. You can use various chart types, mini charts, and filters for analysis, monitoring, discovering additional information, and focusing on certain data, such as service transactions.
• Flexible analysis apps can be used to analyze service orders and service contract-related KPIs in multidimensional reports.
• As a sales manager, the Order to Cash dashboard can be used to analyze incoming and open service orders.

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:

• It provides a graphical overview of key service process data to gain insights into the current service situation.
• It displays detailed information that helps to examine and analyze data across various dimensions.

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