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The Installed Base Management ES bundle was created with the purpose of offering all Service process related master data as Enterprise Services. This avoids the necessity of using complicated replication functionalities to maintain backend master data objects.

If your company offers Service to customers for the products sold to them, for offering good Service it is necessary to have proper information about the customer itself and the products sold. The information about the mainly physical products can be stored as an Installed Base. An Installed Base is a container that holds structured information of business components (Installation Points) and their compositions as well as their business features.
An installation point describes the time-dependent assignment of a business component to installed bases (BO Installed Base). The installation point contains time-dependent descriptive information of its assigned business component and can have relationships with other installation points within a hierarchical structure. The contents stored at installation point level for its corresponding business component could be, for example, an address and/or application-specific extensions (like measuring points or warranty information).

Audience

This ES bundle is of use for every industry or company type that offer service to customers. This can be technical service, IT service or even preventive service. Service processes are often offered for expensive equipment. Regular service executed from Service experts guarantees a longer runtime with less downtime.
User's roles are service managers, service technicians and service providers.

For details on Service Operations, Business Objects and Process Components, please check the ES Workplace.


How to Use This ES Bundle

This bundle, delivered with SAP CRM 7.0 standard delivery helps saving costs by offering service quicker and without travel costs due to the connection of 3rd party applications for remote service.
Customer master data can be improved/enhanced by running updates from external sources via the offered bundle services. But not only updating existing data improves the efficiency in addition the initial creation of customer master data i.e. after installation at customer site helps to keep the customer installed base up-to-date.

Use Case 1: Integration Of 3rd Party Remote Service Applications

Remote service applications help customers to offer quicker and better service. Changes on the customer site can be communicated automatically by the equipment via services.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: Automatic creation of customer installed base after installation

Create Installed Base
Create Installation Point

Step 2: Automatic update of customer installed base after configuration change

Change Installed Base
Change Installation Point

Step 3: Automatic creation of measuring readings by request

Create Measuring Device
Change Measuring Device

Use Case 2: Installed Base Update From Channels

After devices are sold to customers not all required data exists in the system. The information can be enriched by the customer itself or by technicians who executed the installation or were onsite for maintenance or repair.

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: Identifying and listing known installed base data for a customer

Find Installed Base Basic Data by Address
Find Installed Base Basic Data by Elements
Find Installed Base Basic Data by Party
Find Installation Point Basic Data by Address
Find Installation Point Basic Data by Identifying Elements
Find Installation Point Basic Data by Installed Base
Find Installation Point Basic Data by Installed Product
Find Installation Point Basic Data by Party
Find Individual Material Basic Data by Elements

Step 2: Read existing data from an installed base or installation point

Read Installed Base
Read Installation Point
Read Individual Material

Step 3: Update of installed base or installation point data

Change Installed Base
Change Installation Point
Change Individual Material

Use Case 3: Warranty Limitations Check

Composite applications can be used for checking if the prerequisites for getting warranty are fulfilled

The following table summarizes these steps and the associated enterprise services:

Step

Enterprise Service Invoked

Step 1: Identify installation point or individual material for which the warranty check shall be done

Find Installed Base Basic Data by Address
Find Installed Base Basic Data by Elements
Find Installed Base Basic Data by Party
Find Installation Point Basic Data by Address
Find Installation Point Basic Data by Identifying Elements
Find Installation Point Basic Data by Installed Base
Find Installation Point Basic Data by Installed Product
Find Installation Point Basic Data by Party
Find Individual Material Basic Data by Elements

Step 2: Read existing data from an installation point or individual material

Read Installation Point
Read Individual Material

Step 3: Receive warranty details

Find Warranty Basic Data by Elements
Read Warranty

Future Directions

The services of the bundle need to be discussed with customer and partners and proved regarding completeness.

System Requirements

Related ES Bundles

End-to-end Processes Where This ES Bundle Is Used