Some days later, Paula sits together with Alexander and asks him about the service capabilities of SAP Cloud ALM.
![Alexander Architect is giving Paula Project a detailed description emphasizing collaboration, transparency, and tracking in the service delivery process as features of SAP Cloud ALM for Service. The main focus is on the graphical user interface displaying various data visualizations and information related to the service delivery overview. Alexander Architect is giving Paula Project a detailed description emphasizing collaboration, transparency, and tracking in the service delivery process as features of SAP Cloud ALM for Service. The main focus is on the graphical user interface displaying various data visualizations and information related to the service delivery overview.](/service/media/topic/b0f0d479-a94a-491e-b730-bbd1ba542067/CALM01_02_en-US_media/CALM01_02_en-US_images/U4L1_Benefits_CALM_Service.png)
Alexander states that SAP Cloud ALM for service offers a harmonized user experience to easily access all information and assets that are relevant before, during, and after a service delivery. Based on the cloud architecture, which is operated by SAP and is always up to date, a real-time collaboration is possible during the end-to-end service delivery process.
SAP Cloud ALM for service as a central entry point for service delivery overcomes the usual customer pain points, such as too many output formats, too many places to consume results, or no visibility on follow-up activities.
Paula gets more excited. She understands that SAP Cloud ALM for service provides one joint view for all people being involved in the Service Delivery process. And it gives full transparency about the status of each service delivery and the history of delivered services. This increases the efficiency in collaboration during the Service Delivery end-to-end process. In addition, it standardizes the format of service results in a digitized format for easier consumption.
She now asks Alexander about the building blocks of SAP Cloud ALM for service.
![A diagram illustrating the collaboration between SAP and a customer through SAP Cloud ALM data exchange in real-time. Alexander Architect gives a short description, which is explained in detail after the picture. The Service Delivery Center and Issues and Actions Management app, components of SAP Cloud ALM for service, are highlighted in the user interface of the customer. A diagram illustrating the collaboration between SAP and a customer through SAP Cloud ALM data exchange in real-time. Alexander Architect gives a short description, which is explained in detail after the picture. The Service Delivery Center and Issues and Actions Management app, components of SAP Cloud ALM for service, are highlighted in the user interface of the customer.](/service/media/topic/b0f0d479-a94a-491e-b730-bbd1ba542067/CALM01_02_en-US_media/CALM01_02_en-US_images/U4L1_Build_Blocks_CALMService.png)
Alexander points out that with the help of the Service Delivery Center, all roles (that is: the customer team at Dreams without Limits, the partner Implement HXM! involved by the customer, and SAP teams) will have the same access point: a shared view on the history and current services and one interactive user experience. In the Service Results area of the Service Delivery Center, a digital version of the service reports (replacing PDFs, which are typically shared in the context of service deliveries) is stored. This provides more flexibility to the user to consume the service outcomes.
He continues that the Issue and Action Management app allows for a simplified tracking of all action items along the end-to-end service delivery process.
Answering Paula’s next question on how this works from a technical point of view, Alexander explains that at the beginning, the customer and SAP are planning the service delivery. For this, SAP maintains the planning in their SAP internal systems. The relevant information is transferred to an SAP internal tenant from which an SAP delivery consultant (for example, Delia Delivery) will start their work. The information is replicated to the customer tenant so that the customer can see the planned delivery. If necessary, SAP creates tasks to share preparation work.
He continues that, at the time of the service delivery, the delivery consultant accesses the customer system, loads data to conduct the analysis, and adds the outcome and recommendations of the service. This outcome is replicated on the customer tenant. As it is a digitized format, it is possible to easily navigate to the multiple levels of details, such as management summary or further details. Finally, the recommendations are managed through tasks in the Issue & Action Management app where assignments and tracking are easily possible.
After this first introduction, Paula decides to schedule another meeting with Alexander to which she also invites Peter Process as he is the Business Process Expert from Dreams without Limits.