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SAP SM Online Training

Introduction

SAP Service Management is one of the models in customer service and plant maintenance module for providing services after sales service. It’s has ability to fully support customer demands in an effective and quick manner. It provides an integrated approach to handle the actions of different service providers. It mainly focuses on providing services like servicing of appliances at client’s site or serve maintenance support, under annual maintenance chargeable and contract services and services covered under warranty. It covers a broad range of services like commissioning and erection of a machine and providing online support.

Course Objectives
  • Administer warranty and service information.
  • Describe performance by analyzing service contracts and technician call data.
  • Configure Service Requests.
  • Customize the Self-Service Portal.
  • Assign technicians and territories to customers.
  • Configure Reporting and Analysis.
  • Configure Service Level Management.
  • Configure Activity, Change and Release Management.
  • Create and manage service call records.
  • Define different categories for managing contracts.
  • Configure Incident and Problem Management.
  • Monitor contract conditions expiration and renewal times for particular products.
  • Use service monitors to monitor all calls and overdue calls and open service calls.

PRE-REQUISITES: Basic Knowledge of SAP Concepts, Business Analysis and Software Product

Course Curriculum

MODULE 1: OVERVIEW OF CUSTOMER SERVICE

TOPICS: Customer Service Processing, Service Contract Type, Profile And Item, Maintenance And Creation Of Service Contracts, Follow Up Action And Cancellation Data In Service Contract, Pricing And Billing Service Contract Items

MODULE 2: SERVICE QUOTATION

TOPICS: Service Quotation In Sales And Distribution And Customer Services, Billing Control In Service Quotations, Creating A Quotation, Returns And Repairs Processing

MODULE 3: REPAIR ORDER

TOPICS: Serviceable Material, Actions For Managing Repairs Processing, Service Product, Repair Procedure, Statuses In The Repair Order, Repair Procedure, Material Determination In The Repair Order

MODULE 4: SERIAL NUMBER HANDLING IN REPAIRS PROCESSING

TOPICS: Worklists In Repairs Processing, Resource-Related Billing For The Repair Order, Pricing And Billing The Repair Order, Fixed Rate Billing For The Repair Order

MODULE 5: REPAIR ORDER

TOPICS: Posting Goods Receipt For Serviceable Materials, Posting Goods Receipt For Serviceable Materials, Creating A Repair Order Without A Service Product

MODULE 6: TECHNICAL OBJECTS AND HELP DESK PROCESSING

TOPICS: Material Serial Numbers And Equipment, Bills Of Material And Warranties, Generating, Processing And Executing Service Notifications, Functional Locations

MODULE 7: PLANNING OF TECHNICIAN RESOURCES AND PROCESSING RETURNS AND REPAIRS

TOPICS: Creating, Processing, Executing And Billing For Service Orders, Repair Processing, Repair Returns Delivery, Delivery, Billing

MODULE 8: SERVICE CONTRACTS AND PLANNED CUSTOMER SERVICE

TOPICS: Service Processing With Contracts, Maintenance Plans Reports, Task Lists Reports, Scheduling Reports, Content And Structure Of Service Contracts, Service History And Information System

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