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Author's profile photo Young Hwae Koo

Highlights for Service in SAP S/4HANA 2020

Service in SAP S/4HANA 2020 extends its business scope significantly by enabling In-House Repair process, Recurring Services, and Embedded Analytics. In this blog post, I will highlight these top three innovations on Service.

  • In-House Repair
  • Recurring Service & Service Order Template
  • Service Analytics

Optimized service delivery through streamlined In-House Repair processes

We introduce In-House Repair process to support companies that offer a repair and maintenance service for products. It is enabled to manage repair services in-house for the products and assets returned from customers.

  • Plan and schedule in-house repairs
  • Capture received devices for in-house repair and define the next steps based
    on repair results
  • Review completed repairs
  • Trigger the shipment and commercial billing process after completing repairs

The slide above shows the process and relevant features upon business roles.

A service representative can perform the following features, by using apps like Manage In-House Repairs, Perform Pre-check, Prepare for billing. The following features are supported.

  • Enter repair objects: Create in-house repairs by adding repair objects, which are sent by the customers. Use the app Manage In-house repairs. See the screen shot below (Figure 1)
  • Perform prechecks: Decide for each repair object whether it is marked for repair or whether it is sent back to the customer. 

Figure1: Manage In-House Repair – Repair Objects

A service manager can use apps like Manage In-House Repairs and Plan Repairs.

  • Plan repairs: Schedule the object for repair. In the repair order, you define the service employee who is to perform the repair.

A service technician can have an app Perform repairs separately.

  • Perform repairs: You use this feature to perform the repair based on the repair order.

A service representative can perform Prepare for billing.

  • Prepare for billing: Trigger the billing process for the repair object. See the screen shot below (Figure2)

Figure2: Prepare for Billing

For these activities, In-House Repair provides the following business roles required to access Fiori apps:

Purpose PFCG Role
Customer Service Representative SAP_BR_CUST_SRVC_REP_REPA
Customer Service Manager SAP_BR_CUST_SRVC_MGR_REPA
Service Technician SAP_BR_CUST_SRVC_TEC_REPA

Situation handling capability helps users to drive actions proactively when there are situations in the process, which require their attention.

Customer service representatives and managers for In-House Repair get notified automatically when

    • the precheck for a repair object has not been completed within a defined number of days
    • in-house repair hasn’t been confirmed within a defined number of days
    • billing-relevant repair object is still in status ‘Bill’ after a defined number of days
    • processing of an in-house repair takes longer than expected

You can use the predefined situation templates for In-House Repair process. See the table below and click the link for more details.

Manage In-House Repairs Ìn-House Repair Not Confirmed(SRVC_DELAY_IN_IHR_CONFIRMATION)
Processing of In-House Repair Overdue (SRVC_DELAY_IN_IHR_PROCESSING)
Prepare for Billing Billing for Repair Object Delayed (SRVC_DELAY_IN_BILLING)
Perform Prechecks Precheck of Repair Object Delayed(SRVC_DELAY_IN_PRECHECK)

Long-term Customer Services by planning Recurring Services

We introduce a new business scope, Recurring Service in 2020. Service management enables the capability to plan recurring services by utilizing Maintenance Plan features. It is possible to schedule periodic services such as regular maintenance on assets. Regular servicing is certainly beneficial to prevent potential escalations due to unforeseen breakdowns, so it increases asset uptime as a result. This will have more focus on long-term service business, which leads to increase upselling potentials and service team utilization.

A new business role, Service Planner, is delivered to use 9 default apps under Recurring Service. We also offer 7 additional apps related to Maintenance plan, which can be activated if needed. See the slide.

Service Planner can create a Maintenance Plan, which determines when and which service is to be planned, performed, or offered for which object. Key information for service orders to be generated will be copied from maintenance plan via service contracts and service order templates.

Service intervals will be determined by selecting a Maintenance Plan type

  • Single Cycle Plan (Time-based) e.g. every month
  • Single Cycle Plan (Performance-based) e.g. every 1000 operating hours
  • Multiple Counter Plan
    In the multiple counter plan, you create maintenance cycles and allocate counters of equipment or functional locations with different dimensions to them
    Read more in help file

Sold-to-part is derived from a selected Service Contract
Employee responsible is derived from a Service order template

The content of Service will be determined by a Service order template

Which object or functional location to be serviced can be selected from a Service contract


Running a scheduled job will generate Service orders automatically. Service Planner can monitor the status of jobs and navigate to related documents like Service contracts, Service orders, Service order templates.

Service Order Template for repeatable service tasks

Another new concept we’ve seen in the context of planning a Recurring Service is a Service Order Template. We introduce Service Order Template to define sets of service-related data for standardized and repeatable service tasks.

This can be used for

  • creating Maintenance Plans for Recurring Services
  • creating a Service order
  • creating a Service order quotation 

You have configured your service order template transaction(s) in Customizing for Service under Transactions > Basic Settings.

Read more details here.

Embedded analytics for Service

Embedded analytics empower customer service managers to monitor operations and business outcome of services business in real-time via analytics, looking directly at the transactional data.

  • Visualization / dashboard in real-time directly from SAP S/4HANA
  • Both operational (e.g. overdue service orders) and business management (e.g. profit margin)
  • Personalized for individual user roles


Service Management Overview app offers a single screen for service managers to focus on their role-specific tasks. It enables service mangers to filter and react to information derived from a range of applications.

We deliver the detailed analysis apps for users to slice and dice data using additional dimensions for

  • Expiring Service Contracts
  • Service Contracts by Net Value
  • Service Contracts by Profit Margin
  • Incomplete Service Orders
  • Overdue Service Orders
  • Average Service Duration by Product/Equipment

Figure3: Service Management Overview

As these are only top highlights, you can check all new features in 2020 with What’s new viewer


For more information on SAP S/4HANA 2020, check out the following links: 


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      Author's profile photo Beat Rotzer
      Beat Rotzer


      Have you got also a best practice zenario in which we could test the prozess?
      Then with the testdata form the US/DE we get alway the Error CRM_ORDER017. If we woluld have the Best Practice which you promised this would be create.
      Thank you

      Author's profile photo Young Hwae Koo
      Young Hwae Koo
      Blog Post Author

      Hi Beat,

      Please check SAP S/4HANA Trial for exploring SAP S/4HANA 2020. You can find good details from SAP S/4HANA Fully-Activated Appliance: Demo Guides | SAP Blogs


      Author's profile photo Bjorn Gerwig
      Bjorn Gerwig



      In Figure1: Manage In-House Repair – Repair Objects you have a In-House Repair number : 1000000280.

      What kind of object is this? In which transaction can i open this number? I thought it would be a Service Notification (IW53) or Service Order (IW73) but it is not.

      We are also busy witch executing this best practice scenario in our S4 system. But running into some issues. Could be helpfull for issue solving were this proces exactly starts.

      Please let me know if you have some more information. Would be verry appriciated!

      Kind regards,


      Author's profile photo Young Hwae Koo
      Young Hwae Koo
      Blog Post Author

      Hi Bjorn,

      The object is an In-House Repair which is displayed in the Manage In-House Repairs Fiori app. You can access the app either by choosing the respective tile in the Fiori launchpad or use the Fiori Launchpad search field and enter either the app name or In-House Repair Number. Fiori apps usually do not have an transaction ID. You can see the structure clearer in the help file below. Under Service area, ‘In-House Repair’ is added in 2020.

      Service Overview - SAP Help Portal

      You can use this app (Manage In-House Repair) to do the following:

      Create in-house repairs and add the objects to be repaired.
      Confirm the in-house repairs to trigger the repair process.
      Search for in-house repairs using filter criteria, for example, the employee responsible or the in-house repair status.
      Navigate to the in-house repairs to display their details.
      Navigate to the repair objects and display their details.

      Create an In-House repair and add objects > confirm it > perform pre-check > decide next steps

      Hope this helps.


      Author's profile photo Beat Rotzer
      Beat Rotzer

      Hello Young

      Udo had given  also a Link to the DEMO Script but I'm interesset in the Setting Up guide like.

      Setting Up Service Order Management (41Z). This would be very helpfull.

      Thank you for your support

      Best regards


      Author's profile photo Beat Rotzer
      Beat Rotzer

      Hello Young

      We are looking for to create a Service order Template with the Release 2020 and after with 2021 on Prem. But we can not find the App or the way to du this.

      My questions are;

      How we can create a Service Template and how we can link them to a the process for planned recurring. The Customzing we have it seen at the Hep. But not to create a Template.

      Thank you


      Author's profile photo Young Hwae Koo
      Young Hwae Koo
      Blog Post Author

      Hi Beat,

      I can advise you to check the following two microlearning demo sessions. These are based on cloud solutions, but the functions are similar. You will see how to create a service order template and link to recurring services.

      How to set up recurring services

      Understanding Service Order Templates 

      Hope this helps. I may not be able to answer you timely on this blogs. If you have further questions, you can also post questions on the community. SAP S/4HANA | SAP Community



      Author's profile photo Beat Rotzer
      Beat Rotzer

      Hi Young

      Thank you for the replay. The information regarding the microlearning it was for me to know very helpful.

      But The App with the Template is not available at the release 2020 on prem. I have seen it on the fiori launch pad--> manage service order template on the cloud.

      But if we go over This Way; WebClient UI application then we have the possibility.

      We hope that we can to the recurring service with the release 2020 next year on Jan.

      With best regards and have a good Advent season