New Maintenance Service Process in SAP S/4HANA 2022
[2022-12-05 Added download URL for the presentation material]
Hello SAP Community members,
I put together this quick blog post to give you some insight into the SAP Community Call I will co-present with Chief Product Expert, SAP S/4HANA Service, Oliver Frick on the topic of Service in SAP S/4HANA and SAP S/4HANA Cloud, private edition.
Thank you for letting us know of your participation in the this SAP Community event listing and thank you for engaging in the livestream. Much appreciated. You can find the presentation material at this URL.
What: 30-minute presentation on Service in SAP S/4HANA followed by a 15-minute Q&A session. You will have the opportunity to submit your questions in the chat during the call.
When: December 1st at 16:00 CET
Where: YouTube Livestream at https://youtu.be/evZGpeK8lzU
What you will take-away:
Many SAP customers rely on the Customer Service module of SAP ECC, and service capabilities of SAP Customer Relationship Management, for their after-sales service processes.
This is Part II of a two-part series, focusing on aspects of continuity from SAP ECC and SAP CRM. We will be looking at the new process variation that we call Maintenance Service. It is a service process that combines the best of SAP S/4HANA Service and Asset Management. This scenario is especially useful for industries where maintenance technicians maintain complex assets owned by their organization (maintenance management) and the same technicians also provide maintenance services for external parties and need to bill these services. The maintenance service order (MSO) and maintenance order (MO) are the core business transactions used in the maintenance service process. When a maintenance service item is released, a corresponding maintenance order is created. After service completion, the billing process is carried out through the Dynamic Item Processor (DIP).
Part I of the series was conducted on April 27, 2022. Be sure to check out this blog article discussing a business background in view of an industry trend. In it, you can also find a link to the YouTube recording and follow-up responses to questions.
Follow the SAP S/4HANA Community page for updates on upcoming SAP Community Calls and related blog posts.
Looking forward to the call and taking your questions!
Hi Noboru Ota,
We are looking forward to the session.
In an example, when you create maintenance service quotation with
Item 10 MSQ1- Maintenance Item
Item 20 MSQM - Maintenance spare part item
we could create Maintenance order[PM order] for item 10 and bill with either fixed price or with DP92 for this
Can you provide some details on how do you bill for item 20 which are spare part in nature?
currently the maintenance service quotation and the maintenance service order only supports one item type, the maintenance service item (item 10 in your example). For every maintenance service item, a maintenance order is created when the item is released.
The spare part item type is not supported on the MSO, item 20 above is not possible. Spare parts are managed on the Maintenance order [PM order], together with the operations for the service. DIP will pick up spare parts from the Maintenance order.
I will also explain this in the upcoming session. See you there,
Dear Oliver Frick
Thanks for your reply
This will work for resource related billing scenario. But when we want to do a fixed price billing[for the amount given in the quotation], which includes both maintenance item, spare parts and expenses.
How do we bill in this scenario, since we can't use DP92, as we want to do fixed price billing
Hi Ganesh Rajan Varadarajan
I believe you participated in the call yesterday and got your answer from Oliver Frick .
Thank you for your active participation.
Thanks. It was very detailed presentation and demo was very useful
I got all my questions answered
Thanks for the nice explanations in the video.
We are currently looking at the migration of an ECC MRO (CS/PM) process which is using the RAS sales order type, to S/4HANA.
This is a summary of the process:
We receive an unserviceable part for maintenance, repair, or overhaul from a customer
We create a notification then a repair order (RAS) on which we manage the inbound from customer, the repair, the outbound to customer and the billing.
We create a maintenance order, with various operations. Then the system creates a purchase requisition for external repair and overhaul service.
In the purchase requisition, the system creates an item with the subcontracting item category L for each part to be repaired.
The system enters the material and quantity both as the item and as components for the item.
We convert the purchase requisition into a purchase order for the external repair and overhaul service.
The individual purchase order item contains the part that is expected back after the repair service. This could be the same part or a different one.
We send the part to be repaired to the subcontractor via an outbound delivery.
The parts that are provided to the subcontractor are managed as stock provided to vendor (subcontracting stock). The provision represents a transfer posting from unrestricted-use stock to the stock of material provided to vendor (subcontracting stock).
The subcontractor repairs, exchanges, modifies, or replaces the part and returns the serviceable part to us.
We create a goods receipt posting for the end product with reference to the subcontracting item in the purchase order, and a consumption posting for the components from the subcontracting stock
We complete the maintenance order
We receive and check the invoice related to the repair
We return the now serviceable part to the customer.
We could not find anything in the new S/4HANA Service matching the functionality of the RAS order type.
Could you provide any outlook on how this would be performed in S/4HANA Service?
Is there something in the pipeline for 2023 version?
the Maintenance Service process that we described in the session uses "Maintenance Service Order" for the commercial process, and the "Maintenance Order" for service execution. Steps 3-9 all happen within the Maintenance Order, and there is no change.
Steps 1 and 2 describe the inbound logistic for the repair object, and then the creation of a repair order. We are still working on the integration of the "Advanced Returns Management (ARM)" with the "Maintenance Service Order". ARM will manage all logistic for the repair object, and then launch a Maintenance Service Order as the repair order. In the Maintenance Service Order we have the Maintenance Order for steps 2-9.
We plan to release the integration of the "Advanced Returns Management (ARM)" with the "Maintenance Service Order" with the release 2023 or SAP S/4HANA.
Kind regards, Oliver
in your scenario 1 you are sending the customer a loaner or replacement device even before inspection of the returned device has happened. This process should happen in ARM / SD, it is still in the logistics phase of the process rather than in the service / repair process part.
In your scenario 2 you do the inspection of the returned devices and then decide what to do. The inspection process is supported in the new Inhouse Repair process through an Inhouse Repair cockpit where the follow up processes are triggered and coordinated. The best practice document on https://rapid.sap.com/bp/scopeitems/3XK gives an idea about how this looks like. The integration of the Inhouse Repair cockpit with the Maintenance Service described in this session is planned for the SAP S/4HANA 2023 release.
Kind regards, Oliver
In scenario 1, we are giving the replacement after the part is in repair process, and the repair is going to take time, we decided to send a replacement. The replacement or exchange is initiated from the shop floor, therefore how we can update the logistic process and make sure the exchange part is shipped back to customer. Once the repair part is repair completed, we need to bring it back into store as it will be plant stock.
In the scenario 2 also, the scrap can happen anytime during the repair process not necessarily during the initial inspection, therefore when the scrap happens in the repair process, we need to send a replacement to customer connecting with logistic process. Also we need to bill customer in one billing for both repaired parts as well the replacement part.
Thank you for the detailed video on the maintenance service process innovations.
I have a general query on the roadmap for the installed bases in SAP S/4HANA Service.
Based on your slide, Functional location / Equipment has been represented but the installed bases is not included.
Can you please suggest if the installed bases functionality can be used in SAP S/4HANA Service for storing the assets at a customer site or it is only recommended to use functional locations & EQuipments?
If you are referring to the installed bases in SAP CRM, they do not exist in SAP S/4HANA. Master data such as functional locations, equipment, and serial numbers can be used for the same purpose.
Thank you Noboru for the update. It has helped me clarify that the roadmap is to use the functional locations, equipment's and Serial Numbers for both internal and external assets.
all processes in SAP S/4HANA Service only support Product, Functional location and Equipment as descriptions for reference objects (assets). Installed base is not supported in these processes. There are also no plans to do so as we would like to keep the close integration to Plant Maintenance processes, and these processes also do not support Installed base.
Kind regards, Oliver
Oliver Frick Noboru OTA Are there any plans to enable RE-FX objects and PSCD Contract Objects etc in service processes
Hi Manish Bansal
I have a feeling that you have a very specific usage of RE-FX objects and PSCD Contracts in mind – I am assuming you are talking about them in a single process for service, rather than two separate process (one for RF-FX, and the other for PSCD).
Would you mind sharing what usage you have in mind to clarify your question?
Thanks Noboru OTA
The Old CRM alllowed RE-FX objects and PSCD Contract Objects to be used as I-Objects in the CRM Service order at header and Item level
Just wondeting what is the migration path for these SAP Service management customers to start using S4 Service Order going forward
Manish Bansal Thank you for your clarification.
As I understand it, this is a question on two different and very specific features that exist in SAP CRM: (1) one with RE-FX integration with CRM, and (2) the other PSCD integration with CRM. Is this a correct understanding?
As a general remark, SAP S/4HANA Service is not a one-to-one replacement of the service capabilities that SAP CRM has had.
Regarding RE-FX integration with SAP CRM, if I understand it correct, the integration has been rather basic and is meant to be more for a sales process of real estate objects e.g. apartments, and not necessarily for service processes. There is no concrete plan to cover it in SAP S/4HANA Service. As such, I don't think we have a specific "migration path" for this feature.
The other scenario about PSCD... I am not very familiar with it, but is it related to social services? If so, might I suggest that you ask the question in a forum related to social services? This way, I believe you could get responses more relevant to your interest.
Unfortunately, Oliver and I did not cover this specific industry in our demo and presentation, and I am not sure if we can be useful for you in this context. Wishing you best of luck.
Many thanks for the detailed reply 🙂
Thank you Oliver for the clarification. It has helped me clarify that the roadmap is to use the functional locations, equipment's and Serial Numbers for both internal and external assets.
i have a question regarding configurable materials. Will it be possible in the future to have configurable materials as components within the Service/Maintanance order?
Now the Message IW292 appears which is also described in Note 1926667 .
On the roadmap I have seen the "Ability to consume serialized parts through service and repair confirmations"
will this be a solution for the KMAT restriction?
Thank you for the presentation!
Hi Thomas Wolf
The ability for serialized parts is not related of configurable materials, so it will not be a solution for the restriction described in the note.
What is a concrete scenario you have in mind that requires configurable materials as components service/maintenance orders?
I would have thought that configurable materials are not suitable as components to be consumed in the maintenance process, as you would like to manage the inventory of such components.
HI Noboru OTA ,
thank you for your reply.
The scenario is that we have for example Battery as configurable materials which needs to be mounted. These type of batteries have a wide range of specifications because of this we use them as configurable materials.
It is not necessary for the technician to configure them, this will be done by backoffice. But it would be good to add them as component to be able to consume them.
As it is possible in PP order type.
Hi Oliver Frick
We are currently facing a requirement for intercompany process in the Maintenance Service order. In the restriction note (3209741) it is mentioned that intercompany billing is not supported for MSO and it is in the 2023-Q4 Roadmap.
Will the intercompany process be implemented according to plan and would there be any possibility to get some additional information on this process or access to a demo system?
Many thanks, Eva
intercompany for MSO is still on the roadmap for the SAP S/4HANA 2023 release, scheduled for release in October 2023. The capability is still under development, so a demo is not possible yet.
But the intercompany mechanism will basically work like the following: if an item in the MSO is declared as intercompany (i.e. delivered by a different company code), an MSO order will be created in the target company to trigger execution.
Kind regards, Oliver
I see that the scope items 6AU and 6F1 are released to S/4 Hana DE and US only at this stage. What is the implication of this on a customer working in the United Kingdom (S/4Hana 2022) who wishes to investigate this new functionality?
6AU has this remark:
From my experience, you would have the following options:
Which option is more efficient would probably depend on how far the target country content (UK) differs from US/DE.
For the on-premise deployment of SAP S/4HANA, there is a fully-activated appliance (a system image that let you easily establish a fully configured S/4HANA instance on a Cloud infrastructure such as AWS, Azure, and GCP). For investigative work, you might like to consider it. Even if you decided not to go with it, the demo guide might still be useful: "Maintenance Service: 2022" (from the linked page above).
I have a question on ITSM.
What are the plans for the future of ITSM, where does is sits in SAP landscape or is it in S4 Service?
Could you please expand on your question, please? I suppose "ITSM" could stand for different things in different context. How is this related to the context of our presentation?
Our presentation was pretty much focused on asset maintenance services mainly in asset-intensive industries. Technically, the context was our ECC module called "Customer Service" or CS, and how similar capabilities are provided within SAP S/4HANA.