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The Service Order Management ES bundle enables Services that support the complete service processing lifecycle - from the creation of service order quotations, through service orders, and confirmations.

Often, services need to be provided to enterprises that do not have their own CRM system installed. This bundle bridges the gap between such enterprises and those of third-party service providers by providing a Self-Service platform to the service provider's CRM System via the Internet.

Connection of third-party applications for Service Order Management-related Self-Service processes saves time and increases efficiency since information that was formerly communicated via telephone or E-Mail does not have to be manually re-entered into the CRM system. This also obviously results in a reduction of data input errors since backend data is also provided to users (for example, service and product master data).
Using Service Order Management ES bundle will provide a improved connectivity and standardization. Due to those benefits the existing Service Order Management Process will be significantly simplified.

Users are able to track the status of their service order processing documents at all times. All these benefits help to save costs and improve efficiency of your Enterprise processes.
The Service Order Management ES bundle is of value to all roles within the enterprise. Managers, Clerks and the System Administrator will benefit as well as the Service Representative.  

Service Order Management
(click to enlarge)



Audience

From the perspective of the consumer, the Service Order Management ES bundle provides advantages for every industry that requests services and products from an external service provider and needs to bridge the gap between their company and that of the service provider.


From the perspective of the service provider, advantages are provided for every industry that wants to easily and efficiently provide their customers with such products and services, regardless of whether integration to a CRM system is available.

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


How to Use This ES Bundle


The process of requesting products and service from third-party service providers was formerly mainly performed via telephone or E-Mail. Such unstructured information would then have to be input manually into the Service Order Management system.

Imagine you are the Service Manger of an enterprise with a 50-strong workforce that subcontracts the maintenance of its IT landscape. The subcontractor has a CRM System installed but, due to the size of your company, the installation of a complete CRM system has not been taken into consideration up until now. The Service Order Management bundle enables Services that support the complete service processing lifecycle - from the creation of service order quotations, through service orders, and confirmations.

As an example, imagine that you need to set up a work center for an employee who will need a new PC and monitor, together with their necessary configuration and installation of required software. To do this, you go to the website of your IT subcontractor and start by requesting a non-binding service order quotation for these products and services. The next day, you accept the quotation provided by your IT subcontractor. You are able to view the resulting service order and make changes to it where necessary (for example, you specify a timeframe in which the installation is to be performed, or change the quantity of products and services to be provided). Finally, once the installation of the required products has been performed, you check and approve the times and quantities entered in the confirmation by the IT subcontractor.

This section explores a series of use cases for the SOM ES bundle. Each use case shows a different scenario how the SOM ES bundle can be used.

Use Case 1: Find and Change Service Order Quotation

A Service Manager is interested in viewing a particular service order quotation that was submitted this week to the external service provider by one of his employees. He needs to change a particular product quantity entered in this service order quotation, but does not know the service order quotation ID.

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

Step

Enterprise Service Invoked

Step 1: Search for service order quotations (for example, based on the criteria
"Created By" and "Posting Date Timeframe").

Find Service Order Quotation Basic Data by Elements

Step 2: Read detailed information for selected service order quotations.

Read Service Order Quotation

Step 3: Change information within the required service order quotation (for example, change a quantity).

Change Service Order Quotation



Use Case 2: Create and Change Service Order

An IT manager wants to order some IT-related products, services, and spare parts from his enterprise's external IT service provider. Since he does not need to first create a service order quotation, he directly creates a service order. Later he wants to view his service order again and realizes he has forgotten to add a particular spare part item.

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

Step

Enterprise Service Invoked

Step 1: Create service order, including the entry of required service and product items.

Create Service Order

Step 2: Search for service order based on selected criteria (for example, "Service Order ID").

Find Service Order Basic Data by Elements

Step 3: Read detailed information for selected service order.

Read Service Order

Step 4: Change information within the required service order quotation (for example, add spare part item and quantity).

Update Service Order



Use Case 3: Review and Change Service Confirmation

An external IT service provider has sent a request to a Service Manager asking him to approve a confirmation that has been submitted by one of its employees, detailing the working time and quantities involved with respect to the delivery and installation of a new PC and monitor. The Service Manager searches for the respective confirmations, checks the information entered and alters some of the working times that were confirmed.

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

Step

Enterprise Service Invoked

Step 1: Search for service confirmation based on selected criteria
(for example, "Service Confirmation ID" or "Product ID").

Find Service Confirmation Basic Data by Elements

Step 2: Read detailed information for selected service confirmation.

Read Service Confirmation

Step 3: Change information within the required service confirmation (for example, change working times that were confirmed).

Update Service Confirmation


Future Directions

  • Future directions for this ES bundle will be market-driven.

System Requirements

Related ES Bundles

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