Exploring SAP S/4HANA Service

Organizations strive to transform their business away from product-centric towards outcome-centric. Companies in product-centric and asset-intensive industries are at risk of missing opportunities.

SAP S/4HANA connects the entire enterprise service management business processes across lines of business, enabling the organization to create new revenue streams, while protecting current business.

In particular, SAP S/4HANA Service supports the concept "customers for life" by transforming the service business:

• Deliver outcome-based services and measure customer success.
• Plan and operate your service business based on customer demand.
• Embrace digitalization of service and drive innovation with intelligent services.

The following areas are covered:

Run the operational Service from planning to fulfillment for all variants of on-site and in-house technical service.

Sign and manage contractual agreements, design Service Portfolio, manage bundles for service, products, subscriptions, and projects.

Offer advanced analytical tools. Escort Service execution with interactive and intelligent Analytics.

Run a Service Business holistically, identify new Services, and define and offer as part of value and product chain.

The areas of SAP S/4HANA Service as well as solutions interacting closely with it can be displayed as follows:

SAP S/4HANA Service On-Premise interacts closely with SAP Service Cloud and SAP Field Service Management.

The focus of SAP S/4HANA Service On Premise can be described as follows:

• Planned Service

• Complex Service

The focus of the SAP Service Cloud can be described as follows:

• Self Service

• Execution of simple service tasks

The focus of SAP S/4HANA Service On Premise can be described as follows:

• Customer self service
• Planning and Dispatching
• Mobile Field Service
• Smartforms
• Analytics

Additionally, SAP S/4HANA Service is integrated as follows:

• Furthermore data can be exchanged with Asset Management: Predictive Maintenance, Asset Network, Asset Performance

  Note

  Here you can find further information about Predictive Asset Insights containing the AI-centric topicMachine Learning: SAP Predictive Asset Insights | SAP Help Portal

• For reporting purposes the data can be checked using Analytics: Augmented Analytics, Digital Boardroom, Self-Service Data Exploration

The SAP service strategy aims at integrating existing Front office and Back office functionality.

SAP CRM Service and SAP ERP Customer Service were used as a basis and enhanced when developing SAP S/4HANA for Customer Management. SAP S/4HANA for customer management finally evolved to SAP S/4HANA Service On Premise/Private Cloud, which is an integral part of SAP S/4HANA On Premise / Private Cloud.

Service engagement center and SAP Cloud for Customer were used as a basis and enhanced when developing SAP S/4HANA Service Public 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).

SAP S/4HANA Service is based on SAP S/4HANA for Customer Management. The design of SAP S/4HANA Service eliminates functional redundancies and data replication:

• Best of both worlds: Identify functional redundancies and select most suitable object/engine/process.

• Unify CRM and SAP S/4HANA objects: unified objects share the same database representation, and thus require no middleware.