Service Order Management and Monitoring (3D2)

The scope item covers the creation of service orders in SAP S/4HANA Cloud. The service order is released for execution once the planning is completed. A purchase requisition is created automatically for non-stock spares once the service order line items are released.

The service confirmations are posted against the service order line items. Based on the confirmation, the time-sheet entry and expenses incurred are posted automatically. Procurement costs can be copied in the confirmation from the supplier invoice, if posted (otherwise, from the purchase order, for billing to the customer (for time and material services only)). You can also choose to bill the customer on the sales price of non-stock spares. The confirmation can be manually canceled, thus canceling the succeeding documents.

The service order or confirmation is released for billing, automatically creating a billing document request. Finally, a billing document is created to invoice the customer.

Service orders can also be created automatically in the background as a follow-on process from service quotations.

Key Process Steps Covered

• Create a service order (creation of service order via service order template optional)
• Assign service team (optional)
• Create a service order automatically from service quotation (optional)
• Simulate an ATP check for the stock service parts during creation (optional)
• Release service order line items (optional)
• Perform credit check (optional)
• Create material reservation for the spare part (optional)
• Change service order (optional)
• Release service order
• Perform output management (email or print) (optional)
• Receive confirmation against the service order
• Post the time sheet against the service technician and incurred expenses automatically based on the confirmation (creating inter-company invoice is supported in intercompany scenario)
• Cancel the confirmation along with the follow-up documents (optional)
• Release the service order (for fixed price services) or confirmation (for time and material services) for billing and automatic creation of billing document request
• Copy procurement costs automatically in the confirmation, based on posted supplier invoice or purchase order for billing to the customer in case of time and material services
• Create a billing document from the billing document request for invoicing the customer
• Post revenues automatically against the service order line item (event-based revenue recognition is supported for fixed-price or T&M orders)
• Analyze service order fulfillment (optional)

Benefits

• Provide the functionality for planning and execution of field services
• Post directly in the universal journal, meaning that no settlement of revenue carrying cost objects is required
• Post time sheet and expenses automatically based on the confirmation (intercompany scenario supported)
• Link procurement process (for non-stock spares or external workforce procurement) with service order execution
• Post revenue automatically based on customer invoice (with event-based revenue recognition for fixed price or T&M Services)

Where is Service Order Management and Monitoring(3D2) being used?

This Scope item is used in the following way:

• As a core function of Service Operations & Processes within Service Scope Item Group

Process flow of Service Order Management and Monitoring (3D2)

• Best Practices of SAP S/4HANA On Premise *1
• Best Practices of SAP S/4HANA Cloud *2
• Best Practices of SAP Analytics Cloud *2
• Best Practices of Robotics Process Automation(RPA) with SAP Leonardo *2

• RISE with SAP
• SAP S/4HANA Cloud
• SAP on Azure
• Business Process Management