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Hello Readers,

We all have seen several documents on C4C, detailing different Sales/Service & Marketing functionality. This document would walk us through the relevance of what is called a Service Control Center workcenter/functionality in C4C.

Let me first quickly brief on what does this mean.


Definition: A Service Control Center allows monitoring your SAP Store orders, system availability and system maintenance schedule, your user subscriptions, and maintain your contact details. (Definition from Helpcenter).

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Responsibility: This work center should be available only to the C4C system Administrator, this is NOT an end user workcenter.

Functions available in Service Control Center:

1.SAP Store Orders:

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In case a Customer has subscribed for any solution from SAP Store, it would be available under this view. You have to activate the solution from Business Configuration -> Implementation Projects -> Edit Scope, even if your solution has been installed. You can also Request Cancellation of Order from this view & also Change your order from here (Changing order needs you to be an Authorized SAP Store buyer).

2. User Subscriptions

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This view gives you a clear view Month & Year wise on the Volume of License purchased per solution & the Actual consumption & if there is any excess usage. In case, you see that the Consumed Volume is more than Purchased License (Status RED), you can bring this under control by deactivating excess users or requesting additional licence for the excess users.

3.Maintenance Schedule:

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This view gives you details on the maintenance of both Productive as well as Non-Productive tenants you are subscribed to. You get information on:

different kind of maintenance activities like:

> Maintenance: Maintenance activity on the tenants per the agreement in your contract.

> Upgrade: This is the maintenance activity when there is a downtime on the tenant when SAP installs (upgrades) newer version on current tenant.

> Emergency: For unforeseen issues, which is a non-scheduled maintenance.

> Service Operations: This is generally when we request a tenant copy/Productive tenant.

This view is very important for Administrators & should be constantly checked by them so that they can plan & publish such maintenance to the broader end user to avoid any surprises for end user & this can help in better planning their operation & activities on the tenant. Reviewing this view & informing the user community well in advance of any planned/un-planned downtime/maintenance activity will help do better tenant management.

This can be viewed as a Calendar view and a List view.

4. System Availability:

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This view gives you an understanding on the average System availability & the Downtime of the Tenant. This is a good place to monitor the System performance & analyze the results & in case, there is a concerning figure indicating on the availability or downtime, you can have this reported to SAP cloud support by referring to this view!

5.Systems:

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5.1 This view provides information on ALL the tenants to which you have subscribed to or have been provided by SAP to your Organization. You can view all the Active systems as well the ones which have been Decommissioned.

5.2 When you select one of the tenants & click on View, it gives you a lot of detailed information on this tenant, like the Contractual Maintenance period, Next Maintenance activity, any Service request on this tenant

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5.3 You can also see details specific to this tenant like Available Restore points & any Partner Solutions for this tenant:

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5.4 You can request a Solution Profile Copy from this view for one of the available tenant to another tenant:

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5.5 You can also request creation of a tenant from Request Creation button (Ex: When request creation of a Production tenant as a copy of Test Tenant), System Type can be a Test Tenant or a Production tenant and Data Source can be any of the drop down values depending on what do you want to copy to the new tenant from the existing tenant:

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5.6 You can Request Termination/Decommission of a tenant by selecting that tenant & clicking on Request Termination button (In case you have more than one test tenant active at a time, you get a period of 90 days to specify when would you want SAP to decommission one of them, since at a time, you can keep only one Test tenant Active, unless you have purchased a Permanent Test Tenant):

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6.Contact Details: This again is very important view. Since the details maintained here are used by SAP for delivering any services specific to this tenant, its important to maintain the right IT contact who can receive all communications from SAP in relation to this tenant.

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6.1 You can click on EDIT button to Assign the right category of contact to the right person:

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Once all the details of the Contact person are maintained, you should click on Send Changes & Close so that SAP receives all the information as maintained here so that they can communicate any information/update relevant on this tenant with that contact person. This should ideally be performed once you receive the tenant & create an Administrator using which you can access this view & maintain the right contact person. IT Contact person type generally receives all technical information related to this tenant like upgrade/downtime information etc

Hope the Admins/IT teams using/implementing C4C find this document useful.

BR

Ankur

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21 Comments

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  1. Pushkar Ranjan

    Awesome stuff, Ankur Godre THANK YOU. Really valuable information.

    I want to stress the need for customers to maintain contacts as outlined in Section 6 of the document.

    Why?

    IT Contact person type generally receives all technical information related to this tenant like upgrade/downtime information etc

    If you do not want to miss out on official communications, then please do maintain your contact information up to date.

    Thank you.

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  2. Ginger Gatling

    Hi Ankur – this is great.  Would you please add an update that points out the contacts listed in the control center are the ones SAP uses to contact the customer?   some people recommend you create a distribution list and use that as the contact, that way when SAP emails the contact, more than 1 person is contacted.

    Great stuff!

    -ginger

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  3. Santosh Chachadi

    Just one additional piece of information – you should preferably login to your production tenant to decommission any (or all) test tenants that you have. You cannot trigger termination of a tenant that you are already logged into. If you need to trigger termination of the production tenant (in some rare instances) and start a fresh implementation, you will need to create a ticket. A production tenant cannot be terminated via the Service Control Center.

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  4. Michael Hollenbach

    Ankur GodrePushkar Ranjan

    Hi all,

    I just checked in our Production Tenant the User Subscriptions view under the Service Control Center. I see the User Types + the purchased Volume, but miss the consumption.

    I also cannot bring in the consumtion fields via Adoption. Do I make something wrong or is there another way to find out the current licence consumption.

    Thanks

    Michael

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    1. Ankur Godre Post author

      Michael,

      I too checked in ADAPT mode and could not see those fields.

      Would recommend raising an incident with SAP on this.

      BR

      Ankur

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    2. Suraj Pai Peraje

      Hello Michael,

      Currently we are in a process to rework the calculation of the consumed licenses. To avoid any misinterpretation of the number showing in the service control centre we disabled the column. Once we have finished our work we will come up with exact figures.

      Thank you.

      Suraj

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        1. Andrew Griffin

          Hi Suraj,

          This still doesn’t seem to be showing 11 months after you made this comment – do you have any further information?  Where can license information be seen in the production tenant?

          Kind regards,
          Andrew.

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          1. Suraj Pai Peraje

            Hello Andrew,

            I have invoked the appropriate Product Management colleague to answer this.
            You may expect a post from the said colleague soon.

             

            Thank you.
            Suraj

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            1. Ajitabh Pradhan

              Hi All
              We are planning to introduce a new feature to enable key users/administrator to assign user subscription values to business users in our upcoming 1702 release .
              Please refer to the rollout content / discussions for details.

              Enhancement to SCC are also being evaluate in future releases .

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  5. Omkar Uthale

    Hello, Ankur,

    Is there any way by which I know, what all licences my current tenant hold? Like SAP Cloud for Sales, Advanced User Option etc.

    Thatns,

    Omkar

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    1. Ankur Godre Post author

      Hello Omkar,

      One way is when you do the Scoping, it shows all the types of Solution your Organization has subscribed to, generally it says cloud for Customer, the other way is to reach out to the contact within your organization who have procured the Licenses, they should have all the information from SAP.

      BR
      Ankur
       

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        1. Ankur Godre Post author

          Hi Chris,

          In Production tenant under Service Control center, you can see the License usage, t least that’s what it used to be, not sure if recently things have changed.

          If it does not shows up there, you want to ask SAP through an incdient.

          BR
          Ankur

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  6. Avanti Katkam

    Hi Ankur,

    Our tenant is now accommodating the companies global structure and we will need to change our maintenance times. What is the best way to go about doing this? Can we do this in the Service Control Center or will we need to create an incident for this?

    Thank you!

    Regards,

    Avanti

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    1. Santosh Chachadi

      Hi Avanti

      My understanding is that you want to have the planned maintenance window changed. This cannot be changed via Service Control Center.

      This will be a little involved in terms of procedure – it may require a contract change and a 10-12 hour downtime for the system. Please create an incident first.

      Regards

      Santosh

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    2. Ankur Godre Post author

      Avanti,

      I am logging in after quite some time so the delay in response.
      C4C has standard maintenance activity whose control lies with the SAP Data Centers, not with any Customer.

      You should reach out to SAP through an incident or through your channel partner and have this addressed/answered.

      BR
      Ankur
       

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