(C) SAP AG IUT221 3-59

Unit: Processes in Plant Maintenance and Customer

Service
Topic: Service Orders and Service Objects

3-1 Describe the three functions of service orders and the characteristics of each
function.
Planning services includes functions such as repair, servicing and inspection,
installation, and modification. The characteristics of planning include (1)
description of work to be performed, (2) resource planning (internal and
external employees, materials and tools) and (3) scheduling for execution.
Execution and monitoring includes characteristics such as (1) printout of order
papers containing information relevant for execution, (2) documentation of
work papers using activity reports and completion of operations and (3)
confirmation of times, materials withdrawals, goods receipts and billing
documents.
Settlement of expenses incurred as a result of the order includes characteristics
such as (1) internal settlement of costs and revenues to cost objects or to a
contract and (2) external billing of expenses to a customer.

3-2 Describe the structure of the service order and the characteristics of each part of the
structure.
The order header contains the description, responsibilities, dates, reference
objects, settlement rules, and planned and actual costs. Address data, internal
and external partners as well as permits can also be assigned to the order
header.
If the order applies to several serviceable items, these are entered in the object
list. If the order has been created from several notifications, these also appear
in the object list.
The order contains one or more operations. These are the individual worksteps
that are executed by internal or external employees.
If a more detailed structure is required, one or more sub-operations can be
created for each operation.
Components, which may or may not be stock material, can be assigned to each
operation.
Tools required for the execution are also assigned to the operation. These may
be materials (that is, materials that are not consumed), equipment or
documents.

3-3 Create a service order in the CIC. Make sure that the relevant caretaker is also
transferred to the service request. Release the order, perform a time confirmation,
and create an activity report.
3-3-1 Define the business partner TE0501A### as the janitor responsible for the
connection object in which business partner TE0301A### lives.
(C) SAP AG IUT221 3-60