Service Order Management

Main Process

 

You use this process to offer customers a service order quotation before concluding the actual service order. This gives customers the opportunity to find out more about prices and delivery conditions before agreeing to the service order.

Assures that external resources for service order processing are available at the right place and time. Allows the integration of third party service providers and suppliers.

Processing status of the procurement processes carried out in mySAP ERP can be monitored within the document flow of the Service order.

You use resource planning to create assignments for the items of a service order that are relevant for resource planning. You do this by using the resource planning tool to allocate service tasks to available employees. Service employees can either accept, or reject the assignments.

If you work with mobile terminals (laptops or handhelds), your employees can download their assignments onto these devices.

You can use this business process to confirm working times, materials used, and expenses for services performed. To simplify the task of confirmation, you can plan these confirmation items in a service process (for example, a service order) or an in-house repair order. The field service representative then references the process or order and copies the relevant planned items to a service confirmation document.

Confirmation data is automatically posted to integrated SAP R/3 systems to enable an update of stock data, working times, and controlling data.

These processes support special cases of the service order management and/or integrate with SAP ERP.

After the completion of service order, the customer has to be invoiced and controling capabilities offer insights on the profitability.