1. SAP S/4HANA Service Release 2022
Was ist neu?

2. Ihr heutiger Moderator
Jonathan Wallner
SAP S/4HANA Service
Jonathan.Wallner@ibsolution.com
© 2023 - IBsolution GmbH

3. Zielgruppe
© 2023 - IBsolution GmbH
▪ SAP CS-Modulbetreuer
▪ CRM-Verantwortliche
▪ Leiter IT

4. Agenda
1. SAP Service Strategie
2. Service Release 2022
3. Zusammenfassung

5. Agenda
1. SAP Service Strategie
2. Service Release 2022
3. Zusammenfassung

6. SAP S/4HANA Service 2022
Service Strategie
Quelle: SAP
© 2023 - IBsolution GmbH

7. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
Customer Service to Field Service | Architektur
Quelle: SAP

8. Agenda
1. SAP Service Strategie
2. Service Release 2022
3. Zusammenfassung

9. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
Return to Inhouse Repair
Create, plan, and execute the in-house repair
of serialized devices and components
Provide cost estimates, if needed in the form of repair
quotation per device to customer
Link procurement process with repair order execution
Post timesheet, cost of spares, and expenses automatically
based on the confirmation
Invoice to customer based on repair confirmations or repair
order (time and material or fixed-price)
Integrated with Accelerated Returns Management to provide
inbound logistics
Quelle: SAP

10. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
SAP S/4HANA – FSM-Integration
SAP S/4HANA Service Orders replicated
to FSM Workforce Management
Activities dispatched to technicians in
FSM Workforce Management
On FSM mobile app, technicians confirm
effort, parts, expenses, and generate a
customer summary report
Quelle: SAP

11. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
SAP S/4HANA Service | End-to-End-Prozesse
Finance
Procurement
Sales Logistics Master Data Analytics
Customer Service to
Field Service
Service Contract to
Recurring Service
Return to
Inhouse Repair
Maintenance Service (since SAP S/4HANA 2022)
(Product) Service
Quelle: SAP

12. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
SAP S/4HANA Product Service
Service Order
Expenses
Service
Contract
Service Quote
Service
Confirmations
Billing Document
Request (BDR)
Invoice
Services
Spare Parts
Service Request Service Sales Service Planning Scheduling &
Dispatching
Service
Confirmation
Billing & Finance
Service
Templates
Product
Proposals
Reservation
Purchase
Requisition Quelle: SAP

13. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
SAP S/4HANA Maintenance Service (since S/4HANA 2022)
Service Order
Service
Contract
Service Quote
Debit Memo
Request (DMR) Invoice
Maintenance
Service Item
Service Request Service Sales Service Planning Maintenance Order
Planning
Service
Confirmation
Billing & Finance
Maintenance
Order
Components
Operations PM
Confirmation
Fixed-price or Resource-related Billing
Task Lists
DIP
Reservation
Purchase
Requisition
Quelle: SAP

14. © 2023 - IBsolution GmbH
Benefits:
▪ Simple, unified, modern
process model
▪ Significantly reduced
complexity compared to CS
▪ Public and private cloud
▪ Integration to new selling
schemas (Solution business)
▪ Focus on fast moving product
based services,
T&M confirmation
SAP S/4HANA Service 2022
SAP S/4HANA Product Service | Architecture
Quelle: SAP

15. © 2023 - IBsolution GmbH
Benefits:
▪ Separation of commercial process and
service execution tasks
▪ Same execution model for service and
maintenance process
▪ Full power of maintenance management for
service
▪ Resource related billing / cost based service
commercials
▪ Focus on complex equipment based services
▪ Most close to CS
SAP S/4HANA Service 2022
SAP S/4HANA Maintenance Service | Architecture
Quelle: SAP

16. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
Best Practice for Maintenance Service
https://rapid.sap.com/bp/#/scopeitems/6AU https://rapid.sap.com/bp/#/scopeitems/6F1
Quelle: SAP

17. © 2023 - IBsolution GmbH
SAP S/4HANA Service 2022
Restriction Note for Maintenance Service 3209741
Quelle: SAP

18. © 2023 - IBsolution GmbH
Neuerungen in S/4HANA Service im Release 2022
▪ Integration des Advanced Returns Management mit dem In-House Repair Prozess
▪ Verbesserungen der Integration von FSM in den Serviceauftrag vereinfachen die Nutzung
▪ Integration der Funktionen des PM durch den „Maintenance Service“ bieten eine mögliche
Alternative zum CS
▪ Empfohlen wir die Nutzung des „Product Service“ Prozesses
▪ Der komplexe Maintenance Service sollte verwendet werden, sofern dies eindeutig erforderlich ist
Empfehlung für CS-Kunden:
▪ Neuimplementierungen von SAP CS unter S/4HANA sind nicht empfohlen. Der SAP Hinweis 3209741
sollte hierzu auf Road Blocker geprüft werden.
SAP S/4HANA Service 2022
Zusammenfassung
Quelle: SAP

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20. Kontakt
Jonathan Wallner
Jonathan.Wallner@ibsolution.de
IBsolution GmbH
Im Zukunftspark 8
74076 Heilbronn