Maintenance Service Order in SAP S/4HANA 2022

for customers using SAP ERP ECC Customer Service (CS)

Oliver Frick
Product Unit SAP S/4HANA Asset & Service Management
SAP SE
December 2022
PUBLIC
Disclaimer

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 Agenda

• SAP product strategy for service management

• SAP S/4HANA Service: Overview + news from the 2022 release

• Demo

• Considerations for SAP ECC CS customers

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© 2022 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC - Authorized for Partners
SAP Service

SAP Service Cloud SAP S/4HANA SAP Field Service Management

Customer Service Service Operations Field Service

CHAT E-MAIL IOT PHONE QUOTING REPAIR MAINTENANCE INSTALLATION DISPATCHING CONFIRMATION MOBILE

TICKET SLA & TIMELINE CONTRACT & SPARE BILLING & CROWD SELF SMARTFORMS
KB
ENTITLEMENT & 360° WARRANTY PARTS FINANCE

Asset Management
PREDICTIVE MAINTENANCE ASSET NETWORK ASSET PERFORMANCE

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SAP S/4HANA Service | Supported End-to-End processes

Customer Service to Service Contract to Return to

Field Service Recurring Service Inhouse Repair

(Product) Service

Maintenance Service (since SAP S/4HANA 2022)

Sales Procurement Finance Logistics Master Data Analytics

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SAP S/4HANA Product Service | Object Model

Service Service Sales Service Scheduling & Service Billing &

Request Planning Dispatching Confirmation Finance

Service
Contract
Service
Templates
Service Quote Product
Proposals

Service Order
Services
Service Billing Document
Expenses Request (BDR)
Benefits: Confirmations
• Simple, unified modern process model Spare Parts
• Significantly reduced complexity
Invoice
compared to CS
• Public and private cloud
Reservation
• Integration to new selling schemas
(Solution business)
Purchase
• Focus on fast moving product based Requisition
services,T&M confirmation
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SAP S/4HANA Service | Supported End-to-End processes

Customer Service to Service Contract to Return to

Field Service Recurring Service Inhouse Repair

Maintenance Service (since SAP S/4HANA 2022)

Sales Procurement Finance Logistics Master Data Analytics

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 SAP S/4HANA Maintenance Service | Object Model

Service Service Sales Service Maintenance Service Billing &

Request Planning Order Planning Confirmation Finance

Service Task Lists

Contract

Service Quote Service Order

Maintenance
Order
Maintenance Operations PM
Service Item Confirmation

Components

Benefits:
Reservation
• Separation of commercial process and
service execution tasks
Purchase
• Same execution model for service and maintenance process
Requisition
• Full power of maintenance management for service
Debit Memo
• Resource related billing / cost based service commercials DIP Request (DMR) Invoice
• Focus on complex equipment based services
Fixed-price or Resource-related Billing
• Most close to CS

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Let’s look at this in the system
SAP S/4HANA Maintenance Service | Resource-related Quote

Service Service Sales Service Scheduling & Service Billing &

Request Planning Dispatching Confirmation Finance

Task Lists

Service Quote Maintenance

Order
Initiate
Maintenance Planning
Operations PM Confirmation
Service Item
Finalize
Services Planning Components Costs
& Parts

Release

Service Order

Debit Memo
Resource-related Billing Request (DMR)
Maintenance
Service Item

Invoice

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SAP S/4HANA Maintenance Service | Preventive Maintenance Service

Service Maintenance Service Service Counter Billing &

Contract Planning planning Execution Readings Finance

Service Contract Task Lists

Template

Service Maintenance Maintenance

Contract Plan Order

Operations PM Confirmation
Costs
Components

Service Order
Debit Memo
Maintenance Resource-related Billing Request (DMR)
Service Item

Invoice

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Best Practices for Maintenance Service with the SAP S/4HANA 2022 Release

https://rapid.sap.com/bp/scopeitems/6AU
https://rapid.sap.com/bp/scopeitems/6F1

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Restriction Note for Maintenance Service in the SAP S/4HANA 2022 Release
SAP Note 3209741 - SAP S/4HANA 2022: Release information and restrictions for
Maintenance Service in SAP S/4HANA

link

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 Product Direction

Maintenance Service Roadmap on Roadmap Explorer

Q4 2023 Roadmap for Maintenance

Service:
• In-house repair for complex
assets (Maintenance Service
integration)
• Advance shipment for
Maintenance Service
• Configurable Service products
for Maintenance Service

Link to Roadmap Explorer

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Considerations for SAP ECC CS Customers
Giving SAP ECC CS Customers more time for business process innovation with
Selective Extension of Compatibility Pack Usage Rights
1

SAP grants a timely restricted usage right for specific classic solution functionalities in the context of More detail on effected components
SAP S/4HANA. These term licenses are limited to the end of 2025, and are defined by the compatibility can be found in SAP Note 2269324:
scope. SAP intends to provide new go-to functionalities for all compatibility scope items by 2023. Many • Customer Service (CS)
compatibility scope items can already be phased out today. This transition from compatibility scope to the IDs 402-413
• Transport (LE-TRA)
new go-to solutions is in most cases primarily a technical adoption and can be conducted with moderate ID 474
effort. • Production Planning for Process
Industries (PP-PI)
For three compatibility scope components (Customer Service, Transport, and Production Planning IDs 444, 446, 447, 453-457
for Process Industries) the new go-to solutions provide enhanced capabilities and will require a more
extensive transformation project, especially for global organizations and customers who leverage
individual extensions today.

In order to help customers get the highest business value from their SAP S/4HANA systems, SAP has decided to align the usage rights for
those three components with the SAP Business Suite maintenance timeline. SAP is extending the usage rights exclusively for Customer
Service, Transport, and Production Planning for Process Industries until the end of 2030.

This extension will be available to all SAP S/4HANA customers in SAP S/4HANA Cloud, private edition as well as those with an SAP
S/4HANA on-premise deployment and is limited to the three components listed above. The extension comes at no additional cost and does not
require any contractual changes or amendments for existing customers as the change is being implemented centrally.

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Service Processes in SAP S/4HANA
(On-premise / Private Cloud Options)
SAP S/4HANA Service CS / PM
SAP S/4HANA (Product) SAP S/4HANA CS
Service 2021 Maintenance Plan Compatibility pack 2030
• Agreements in Service Contract Service Templates Task Lists • Agreements in SD Contract
• Selling process in Solution Quote, Functional Location / Equipment • Selling process in SD Quote &
Service Order & Quote 2 1 SD Order
• Recurring Service using Service Contract SD Contract • Recurring Service using

SOAP & oData API

Maintenance Plans Maintenance Plans

API
SD Order
• Planning in Service Order Solution Quotation • Planning in CS Order
• Service Template Service Quote SD Quote • Task Lists
• Scheduling in FSM • Scheduling in CS Order
• Parts procurement in Service Order Service Request CS Notification • Parts procurement in CS Order
• Service Confirmation & Mobility • CS Confirmation

API
Service Order CS Order
• SD billing • Resource-related Billing &
• Revenue & Costs in Internal Order Quoting with DIP
Service Confirmation CS Confirmation
• Costs in CS Order
DIP • Revenues in CS or SD Order
• Integrations to QM, PS, MRS,
SD Billing …
FIN
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 Product Direction

New Maintenance Service Option in SAP S/4HANA Service 2022+

Maintenance Service: SAP S/4HANA Service PM Design Goal:
“Best of Both Worlds”
Maintenance Plan
Minimize impact and migration
• Agreements in Service Contract costs for CS Customers
Task Lists
• Selling process in Solution Quote, • Replace CS objects for
Service Order & Quote 3 Functional Location / Equipment technical service execution
• Recurring Service using with enhanced PM objects
Maintenance Plans Service Contract

SOAP & oData API

• Commercial aspects of CS
• Planning in PM Order will be moved to SAP
Solution Quotation
• Task lists S/4HANA Service process
• Scheduling in PM Order Service Quote
• Parts procurement in PM Order
Service Request PM Notification
• PM Confirmation
Timelines:
• Resource-related Billing & Quoting 1:n
first end-to-end version with

API
with DIP Service Order PM Order •
restricted scope in
• Costs in PM Order
PM Confirmation
SAP S/4HANA 2022
• Revenues in Service Order
• converged service process
• Margin Analysis on Universal DIP with SAP S/4HANA 2023
Journal
SD Billing
• Event-based Revenue recognition
FIN

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Public
This is the current state of planning and may be changed by SAP at any time without notice.
Customer Roadmaps

Recommendation
Customers looking for a straight Service solution
… ready to innovate their service process through a transformation.
Recommendation: Evaluate SAP S/4HANA Service, on-premise or public cloud, and implement

Default
SAP S/4HANA Service as part of your SAP S/4HANA project

CS Customers
… happy with their existing CS service process, looking for a simple migration to SAP S/4HANA Service and investment
protection for their CS implementation.
Recommendation: Evaluate upgrade to SAP S/4HANA Maintenance Service 2022 considering SAP Note 3209741. If
upgrade is not yet possible, continue with CS in SAP S/4HANA and innovate in Customer Engagement and Field Service
in the mean time.

Customers servicing complex assets

… requiring the powerful asset management capabilities in SAP S/4HANA for Service Management as well.
Recommendation: Evaluate upgrade to SAP S/4HANA Maintenance Service 2022. Only if restrictions of SAP Note
3209741 are too limiting, consider CS in SAP S/4HANA and upgrade to the Maintenance Service option in a later SAP
S/4HANA release. Innovate in Customer Engagement and Field Service in the mean time.

“Billed Maintenance” Customers

… looking for a uinform process for maintenance and service.
Recommendation: Evaluate upgrade to SAP S/4HANA Maintenance Service 2022. Only if restrictions of SAP Note
3209741 are too limiting, consider CS in SAP S/4HANA and upgrade to the Maintenance Service option in a later SAP
S/4HANA release. Innovate in Customer Engagement and Field Service in the mean time.
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 Questions?

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Thank you.
Contact information:
Dr. Oliver Frick
Engineering Lead & Customer Office
Product Unit SAP S/4HANA Asset & Service Management
SAP SE | Dietmar-Hopp-Allee 16 | 69190 Walldorf, Germany
E o.frick@sap.com

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