RequestToService 18Q1

SAP S/4HANA 1709
Solution in Details Template | Enhanced Request to Service

SAP Digital Business Services 2017
N.N.
Content
 Business scope
 Overview of changes including integration to FICO, FI-AA, SD, PM, MM, PS
 Detailed changes : data model impact, changed functionality and new Fiori UX
 Continuous improvement : How to leverage business functions in S/4HANA
 S/4HANA CRM Service Core and other LoB Solutions : Customer Service future direction
 Road Map : Planned innovations and future product direction
© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 2

BUSINESS SCOPE
Request to Service
Enhanced Request to Service
Cross-Process description
Business Context
• Deliver real-time service excellence Extensions/Enhancement
• Increase profits and build customer loyalty by consistently meeting high customer expectations with SAP solutions that Offering:
support enhanced request-to-service processes. By delivering exceptional service in every customer experience, you
can delight customers and differentiate your brands – for a sustainable and competitive edge. ■ Integration with multi-resource
scheduling capabilities (MRS)
Scope of solution for sophisticated scheduling
• Returns & Repairs and dispatching requirements.
• On field Service
Innovation Highlights  Integration with C4S/Hybris to
manage customer facing
• The service solution is targeting primarily the after (product) sale services so called after market (technical) services functions
and support. Thus referencing the technical object on (or for) which the service will be executed plays an important
role and context for the service provision. Nevertheless a simple straight forward service delivery without the
• SAP Work Manager (mobility)
assignment and referencing a service object is supported as well.
• Service can be provided based on customer contractual or other legal commitment (such as warranty) agreement
and/or on an ad-hoc customer demand.
• The magnitude and scope of service work may range from a simple answering and logging of customer support
questions, a single chargeable service order processing approach up to high sophisticated service delivery with
multiple interconnected services with a project flavoured execution flow of work.
• Like any other business process delivery controlling of service processes and results are mandatory. The commercial
(financials control view) as well as the operational work execution flow (logistics control view) are real time,
simultaneously supported.
• Despite the business function coverage of services the user experience with a compelling user interface for
accessing those functions is essential. Most of the service delivery processes are access able via a web based front.

1709
SAP S/4HANA 1709 – S/4HANA Suite
Finance Human Resources Sourcing and Procurement Manufacturing Supply Chain
 Governance, risk, and compliance

 Core human resources and payroll  Supplier collaboration  Responsive manufacturing (ME,  Integrated business planning
Suite** Financial services network
 Talent management  Business network MII, QIM, VE)  Global batch traceability
 SAP digital payments add-on
 SAP Cash Application  Time and attendance management  Guided end-user buying  Production operations (MII, QIM)  Extended warehouse management
 Human capital analytics  External workforce management  Digital operations for manufacturing  Transportation management
 Financial planning and analysis  Extended Procurement  Extended production scheduling and delivery planning
 Accounting and financial close
 Treasury management
Products*  Advanced financial operations  Complex manufacturing  Advanced inventory, warehousing,
 Commodity management and transportation
 Core accounting  Time recording  Operational purchasing  Production operations  Basic inventory, warehousing, and
 Cost management and profitability  Collaborative sourcing and contract  Quality management transportation
analysis management  Manufacturing insights  Production planning
 Basic financial operations  Supplier management
 Procurement analytics
Enterprise Management
 Service master data and agreement
 Order and contract management  Maintenance management  Project control
managementc
 Product development
 Service operations and processesc
 Product engineering
 Service parts managementc
 Sales performance management  Subscription billing and revenue  Asset operations and maintenancec  Enterprise portfolio and project
(ICM) management (“BRIM”)  Environment, health, and safety managementc
Products*  Product lifecycle management
 Product compliancec
 SAP Hybris Sales Cloud  SAP Hybris Service Cloud  SAP Hybris Commerce
 Asset performance and intelligence  Digital operations for R&D
 SAP digital payments add-on  SAP Hybris Service Engagement  SAP Hybris Marketing Cloud
Suite**  SAP CRM Center  SAP CRM
 SAP CRM
Sales Service Marketing and Commerce Asset Management R&D / Engineering
Industries
SAP S/4HANA 1709 - Delta Highlights 1709
CoPilot (1709FPS01) Finance Human Resources Sourcing and Procurement Manufacturing Supply Chain
Geo Framework
Integration to IBP
 Core human resources and payroll  Responsive manufacturing (ME,  Integrated business planning
Suite** Financial services network  Supplier collaboration
 Global batch traceability
SAP
 SAP digital
digital payments
payments add-on  Talent management  Business network MII, QIM, VE)
 SAP Cash Application  Time and attendance management  Guided end-user buying  Production operations (MII, QIM)  Extended warehouse management
SAP Cash Application  Human capital analytics  External workforce management  Digital operations for manufacturing  Transportation management
 Financial planning and analysis  Extended Procurement  Extended production scheduling and delivery planning
Closing Cockpit
 Accounting and financial close
Central Requisitioning Complex Manufacturing
 Treasury management
Products*  Advanced financial operations  Complex manufacturing  Advanced inventory, warehousing,
Adv. Compliance Framew.
 Commodity management Demand Driven MRP and transportation
 Governance, risk, and compliance Transportation Mgmt.
 Core accounting  Time recording  Operational purchasing  Production operations  Basic inventory, warehousing, and
 Cost management and profitability  Collaborative sourcing and contract  Quality management transportation
analysis management  Manufacturing insights  Production planning
 Basic financial operations  Supplier management
 Procurement analytics Basic Transportation
Basic Compliance Framew. Contract Consumption
Enterprise Management
 Service master data and agreement
 Order and contract management  Maintenance management  Project control
managementc
 Product development
 Service operations and processesc
New billing function  Service parts managementc
 Product engineering
Migration Cockpit Service option (1709FPS1)

Legal Content Mgmt  Sales performance management  Subscription billing and revenue  Asset operations and maintenancec  Enterprise portfolio and project
(ICM) management (“BRIM”)  Environment, health, and safety managementc
Products*  Product lifecycle management
GEO enabled Asset Mgmt  Product compliance c
Advanced Var. Conf.

 SAP Hybris Sales Cloud  SAP Hybris Service Cloud  SAP Hybris Commerce
 Asset performance and intelligence  Digital operations for R&D
 SAP digital payments add-on  SAP Hybris Service Engagement  SAP Hybris Marketing Cloud
Suite**  SAP CRM Center  SAP CRM
 SAP CRM
Sales Service Marketing and Commerce Asset Management R&D / Engineering
Oil & Gas Commodity Mgmt. (Sls & Proc) Catch Weight Mgmt. Industries Direct Store Delivery C Wholesale Fashion Mgmt.
SAP S/4HANA Enterprise Management: Enhanced Request to
Service
Co
Service Master S c re
Technical op
Service Task Service and e
Data & Assets, Service Contract Warranty
List and Maintenance Management Management
Agreement Structures, and
Catalogues Plan
Management History
Ne Ne
Fu w Fu w
nc nc
t io ti
Service Service Claims, Returns, Multi-Channel n Packaged on
Service Request Complaints Service Order Service Billing & In-house Repair
Operations & Management Management Management
Dispatching & Service Fulfilment
settlement
and Refund
Management
Customer Service
Processes Scheduling Management Engagement Offerings
Service Parts Service Parts Service Parts

Management Warehousing Fulfillment
In scope 1709 FPS01 In scope 1809 To be decided
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is
© 2017 SAP SE or an SAP affiliate company. All rights reserved.
provided without a warranty of any kind, either express or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
Customer 7
Labs Preview SAP S/4HANA Service
SERVICE MASTER DATA &
AGREEMENT SERVICE OPERATIONS &
MANAGEMENT PROCESSES
Technical Assets, Structures, and History Service Request Management

Enhance customer support through accurate in-depth information about customer assets Create, track and manage service requests with full visibility of current and historical
service agreements and activities
Service and Maintenance Plan
Plan service and maintenance event scheduling automatically based on real-time Service Order Management
information Plan, execute, and control the delivery of services based on service orders
SA
P
Service Fulfilment
La
bs
pr Align service fulfillment capabilities flexibly to service requirements
ev
iew
Service Billing & Settlement

Enable accurate and fast service billing and settlement and revenue reporting
1709
FPS01
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any
reason without notice. This document is provided without a warranty of any kind, either express or implied, including, but not limited to, the
implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

SAP S/4HANA for customer management, service core option
Delivering a simplified SAP CRM Stack in SAP S/4HANA on premise

Goal: Provide rich CRM functionality in SAP S/4HANA with superior
integration and low TCO
Customer
Management 1. Allow conversion and on premise landscape consolidation for existing SAP CRM
option
installations
2. Give a migration option from S/4HANA CS compatibility scope
SAP S/4HANA 3. SAP HANA and UI innovations also for SAP CRM OP and ERP CS customers
4. Simplified on premise landscape & operations compared to side-by-side
SAP
CRM operation
S/4HANA
tables
DB Schema 5. Provide “service core” processes in S/4HANA, based on S/4HANA and CRM OP
objects (“best of both worlds”)
SAP HANA Database
First release planned for Q1 2018 (1709 FSP1)
Customer 9
SAP S/4HANA Enterprise Management
Overview
Sourcing and Inventory and Basic Invoice and

Streamlined Supplier Information Operational
Contract Warehouse Payables
Procure to Pay and Master Data Procurement
Management Management Management
Accelerated Plan Production Inventory and

Project Control and Production Maintenance
Production Planning Orchestration and Quality Management Basic Warehouse
to Product Product Development Engineering Management
Execution Management
Inventory and Basic

Optimized Order and Contract Receivables
Warehouse
Order to Cash Management Processing
Management
Enhanced Request Service Master Data Service Service Parts Service Agreement
to Service Management Management Management Management
Human Resources Time and Attendance

Foundation Management
Cost Management
Accounting and
Core Finance and Profitability
Closing Operations
Analysis

Enhanced request to service
Service/
Technical assets,
Service master Service task list maintenance
structures, and
data management and catalogs plan and event
history
scheduling
Claims, returns,
Service Service planning Service execution Service billing
Service initiation Service control and refund
management and scheduling and delivery and settlement
management
Service parts Service parts Service parts

See “Procure to Pay”
management warehousing fulfillment
Operational
Service agreement Warranty
contract
management management
management
E2E-Solution
Solution Capability

Enhanced request to service – Business Process View – S/4HANA 1610 Changes
Fio
ri U ch no
I
an
ge ch no
s an
Service/ ge
Technical assets, s
structures, and
history
scheduling
ch no Fio
Fio ch no an
ge
ri U
ch no ri U ch no an
ge s I
an I an s Claims, returns,
Service ge Service planning ge
Service execution Service billing
s
Service initiation s Service control and refund
management
ch no ch no
an an
Service parts ge ge
Service parts s Service parts s
ch no
an
ge ch no
s an
ge
Operational s
contract
management

Overview of changes including integration
Request to Service
Overview of Changes including integration to FICO, FI-AA, SD, PM, MM, PS 1/3
Topic Description Mandatory Impact
Customer and There are redundant object models in the traditional ERP system. Here the vendor master and Yes Data model, custom
vendor master data customer master are used. Mandatory target approach in S/4HANA is the Business Partner code
approach (Customer / Vendor integration has to be active).
Performance Improved Transactions: Yes Data model
improvement for  IL03 - Display functional location, IE03 – Display Equipment,
technical objects  IH03 – Equipment structure List
hierarchies in CS  IW40 – Multilevel order list, IE07 – Multilevel Equipment List
Master Data_CS - SAP S/4HANA, on-premise edition 1610 can support a material number with 40 characters. Yes Data model, custom
MATNR Field Length The appropriate related SAP development entities (domain, structures, table types, and code
Extension transparent tables, external and internal interfaces, user interfaces, BW extractors, and so on)
have been adapted accordingly. Where required, automated logic is in place and executed
automatically in case a customer converts his current SAP Business Suite System into SAP
S/4HANA, on-premise edition 1610.
Master Data_CS - Material type "SERV" for services is introduced for Product Master in S/4HANA for Yes Data model, custom
Material Type SERV simplification purposes. Therefore, a new material type SERV(Service Materials) is created code
with reduced user departments and fields in the classical transactions: MM01/MM02/MM03
from S/4HANA on-premise edition 1511 onwards..
Logistics_PLM_ With SAP S/4HANA, on-premise edition 1610 transactions of the Classification is renovated so Yes Technical, customer
General - that transactions may have changed functionality or may be completely removed within SAP code
Classification Product Lifecycle Management (SAP PLM).
User Defined Data Type (031) for characteristics has been removed.
Rename Characteristic functionality has been disabled.
Parameter Affectivity has been hidden. Due to security reasons batch import has been limited
and batch import is possible only from presentation server.

Variant Configuration  Object dependencies of type actions have been documented as obsolete. SAP Note: Yes Functionality
2210904 - Object dependencies of type "actions" can't be created
 It's not possible to maintain "Classification as Selection Condition" in Material BOM
items anymore. If in Material BOM items classes as selection condition are already
maintained, the BOM explosion will work as before. But it's not allowed to use
"Classification as Selection Condition" for BOM items, where it wasn't used before.
Logistics_CS - Transaction IP30 (Scheduling of Maintenance Plan) is not strategic anymore. It´s Yes Functionality
Scheduling of recommended to use transaction IP30H (here SAP HANA optimization has been done)
Maintenance Plan instead.
Call Centre help desk Transaction CIC0 provides a basic Call Centre help desk application which is technically Yes Data model, custom code
application, CIC0 outdated and not supported any more within SAP S/4HANA. CRM on Premise, Cloud 4
transaction Service and SAP Hybris provide state of the art successors for interaction centre help
desk use cases.
Data Model Changes Business Documents within the SAP Business Suite like the Sales Order or the Yes Data model, custom code
in Pricing Purchase Order used to store the pricing result in the database table KONV. In S/4
HANA KONV was replaced as data persistency by the new table
PRCD_ELEMENTS. However, KONV is and can still be used within application coding.
The content of KONV will be transferred to PRCD_ELEMENTS when moving to
S/4HANA
SD Contract Billing SD Contract Billing is not supported within SAP S/4HANA, on-premise edition 1610 Yes Functionality

Logistics_PM - LIS in Logistics Information System in EAM is not strategic within SAP S/4HANA, on-premise Yes Analytics, custom code
EAM edition 1610.
Logistics_CS - In most lists in SAP GUI, download to MS Access is offered. This functionality is not Yes Functionality
Download Data in MS strategic anymore, it´s recommended to download to MS EXCEL instead.
Access out of List
Logistics_CS - Mobile Mobile Asset Management functionality is not strategic anymore. Successor Yes Functionality
Asset Management functionality is planned, but not available yet
functionality
Logistics_CS - Batch Batch Input for enterprise asset management (EAM) is not strategic anymore. Yes Functionality
Input for Enterprise Successor functionality is planned, but not available yet
Asset Management
(EAM)

Customer Service as Compatibility Scope
The Compatibility Scope Matrix contains Customer Service and the corresponding solution
capabilities. Definition of ‚Compatibility Scope/Pack‘ see also subsequent slides.
See OSS Note 2269324 for details regarding Customer Service.
SAP provides specified usage rights for classic solutions under S/4HANA on premise through
Compatibility Packs.
It states that the usage rights expire December 31, 2025.
Compatibility Compatibility Compatibility

pack presentation pack FAQ scope matrix

SAP S/4HANA, on-premise edition 1610
Why Compatibility Pack?
Transformation
on-premise edition 1610 on-premise edition xxxx
SAP No functional equivalent
Pack Scope**
Compatibility
LoB & Industry S/4HANA SAP S/4HANA
Engines ready Lob & ready LoB &
Industry Industry
solutions solutions
Customer Project Reduced
Compatibility
Pack Scope**
Pack Scope**
Compatibility
SAP
ERP S/4HANA
Enterprise
New SAP S/4HANA Solution
Management SAP S/4HANA
Enterprise
Management
Merged with another
Allows customers to continue using SAP S/4HANA solution
classical functionality as they are being
simplified by development
** Scope may include commercialized solutions or non-
commercialized components
KEY MESSAGE
“Compatibility Packs” allow the use of certain “non SAP S/4HANA” SAP functionality, for a specified period of
time, in a licensed SAP S/4HANA installation, provided the customer has [or acquires] licenses to such
solutions from the classical SAP price list

SAP S/4HANA for customer management, service core option
Delivering a simplified SAP CRM Stack in SAP S/4HANA on premise

Goal: Provide rich CRM functionality in SAP S/4HANA with superior
integration and low TCO
Customer
Management 1. Allow conversion and on premise landscape consolidation for existing SAP CRM
option
installations
2. Give a migration option from S/4HANA CS compatibility scope
SAP S/4HANA 3. SAP HANA and UI innovations also for SAP CRM OP and ERP CS customers
4. Simplified on premise landscape & operations compared to side-by-side
SAP
CRM operation
S/4HANA
tables
DB Schema 5. Provide “service core” processes in S/4HANA, based on S/4HANA and CRM OP
objects (“best of both worlds”)
SAP HANA Database
First release planned for Q1 2018 (1709 FSP1)
Customer 22
Intern
al &
SAP S/4HANA for customer management Partn
er
SAP S/4HANA 1709 SAP S/4HANA

SAP S/4HANA 1709 SAP S/4HANA 1909
FPS 01 after 2025
… … … … … … … … … … … …
Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric
Licensing
S/4HANA Enterprise Management S/4HANA Enterprise Management S/4HANA Enterprise Management S/4HANA Enterprise Management
view
Request to Service Request to Service Request to Service Request to Service
ERP CS C ERP CS C “Service Core” ERP CS C

“Service Core” “Service Core”
SAP S/4HANA for

customer management
SAP S/4HANA for SAP S/4HANA for

customer management
S/4HANA code line customer management
Technical
S/4HANA code line S/4HANA code line
view
S/4HANA code line
ERP CS C ERP CS C ERP CS C
Compatibility Scope Compatibility Scope Compatibility Scope

TODAY TOMORROW FUTURE
INTERNAL This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is
Customer 23
Detailed changes
Request to service : New data model impact, changed functionality and new Fiori UX
Business Technical assets, Service/
Service master partners, service Service task list maintenance
structures, and
data management materials and catalogs plan and event
history
scheduling
Claims, returns,
management

Operational
contract
management

Service Master Data Management - Business Partner
Benefits
 Business Partner is the single point of entry to create, edit, and display master data for partners, customers, and Type of change:
■ Mandatory
vendors
 This is of prime interest if a business partner plays different roles for a company, such as sold-to party and ship-to
party Migration tool available:
 During the course of the business relationship, the business partner can assume other business partner roles. You ■ Pre-/Post-conversion check
do not need to create the general data, which is independent of a business partner’s function or of application- reports
specific extensions, again in each case for this business partner Delta configuration:
■ Introduce Business Partner
Functional Changes approach on start release,
 SAP ERP uses the vendor master and customer master; mandatory target approach in S/4HANA is the Business prior to migration
Partner SAP Notes:
 Customer / vendor integration has to be active ■ 2265093 ,2211312, 2210486
Expected effort:
■ Large
Business impact:
Considerations / Restrictions ■ None expected
 Please note: Currently mass maintenance for customers and vendors (formerly done via transaction MASS) is not
available
 Even if it is not mandatory for the transition to SAP S/4HANA to have the same ID for BP Customer and Vendor, it
is recommended to align the IDs accordingly
S4TWL Business
partner approach

S/4HANA CVI Transformation
Business Partner Features
S/4HANA future-oriented Business Partner
 A legal entity is represented with one Business Partner

– One unique Business Partner for different roles e.g. Customer, Supplier, Contact, (Employee not part of CVI)
– A BADI solution during conversion can be provided to create a Business Partner(one legal entity) out of a
customer and vendor
 Different Business Partner Categories – Organization, Person, Group
 Maximal data sharing and reuse of data which leads to an easier data consolidation
 General Data available for all different business partner roles, specific data is stored for each role
 Several Addresses possible with a default Address
 Flexible Business Partner Relationships possible like contact, married etc.
 Time dependency on different sub entities. roles, address, relationship, bank data, ID.
 Simplified check and maintenance of the necessary CVI customizing via guided procedure report

Overview
S/4HANA future-oriented Business Partner
 In S/4 HANA we provide with the business partner as leading object additional embedded future-oriented features to
provide new processes and improving the existing ones
 The BP transaction and Customer and Supplier Fiori Apps are the single point of entry to create, edit, and display
master data for business partners, customers, and vendors
S/4 HANA BP transformation requires the following steps
Conversion Post
Preparation Synchronization
Process Processing
ERP: Cleanup Customizing/Data Synchronisation Cockpit Pre-Check and SUM Maintain and check
• Implement S/4 Pre-Checks • Data Load Cockpit • Trigger conversion process • Activate direction
to S/4 HANA BP>Customer and Vendor
• Check and integrate • Troubleshooting
Customer/Vendor enhancements • Customizing/Data Adjustments
• Check CVI/BP Customizing • Check Result
- Via Guided Report
- Manual via IMG
• Cleanup Customer/Vendor Table

Business Partner Features II
S/4HANA Business Partner Fiori App
– Field Extensibility and Process Extensibility out of the box

o Existing BP extensions can be made available via Report also in the Fiori App
– Fiori User Interface with a specific Customer, Supplier App

S/4 HANA Business Partner Master Data
Integrated Object Model: Customer / Vendor Integration
Company Code data

Sales Area. data
Central
Central Data*
Data
CVI Complex Interface Example: Customer Creation

Business
Customer Vendor A Business Partner is always created when a
Partner
customer or supplier is created.
Customer / Vendor
BP APIs Data Buffer
The complex interface of the CVI (Customer-Vendor-
Get Integration) contains Business Partner specific data as
well as Customer and Vendor specific data.
SAVE CVI
Outbound Partially, the data of the Business Partner and
Customer/Vendor are redundant (BUT000 against KNA1
& LFA1 data). For instance ‘Name and Address specific
Customer Vendor attributes’ are available in both persistencies.
APIs APIs
Customer or Vendor specific data is routed through

the Customer/Vendor specific interface and mixed up
with the Business Partner central data.
Business Partner Customer Vendor On commit, the Business Partner and corresponding
Customer and/or Vendor is maintained / created.

Service master patners, service Service task list maintenance
structures, and
history
scheduling
Purpose Benefits
 Collect and store technical master data on a granular level, from  Improve overall service delivery with insight enabled by
simple serial-number records to enriched equipment information high-quality master data
 Update dynamic technical attributes, such as measurement counters,  Enhance customer support through highly accurate information about
and their value readings the customer installed base
 Build hierarchical or networked relationship structures among  Increase the productivity of service technicians by giving them the
technical assets ability to access service master data on any device
 Maintain the technical history of master data changes, service work  Improve service efficiency due to the structural flexibility of customer
activities, and measurement readings to support analysis and legal asset data and ability to clearly identify assets covered by service
compliance agreements

Service Master Data Management
Service materials : Material Type SERV
Benefits
 Material type "SERV" is introduced in S/4HANA for Master Data for Product Master for simplification purposes. Type of change:
■ Mandatory
 When you use material type SERV, some fields and departments that are irrelevant in S/4HANA are hidden from
the screen. this gives all transactions relevant for material master, a leaner and simplified look.
Migration tool available:
■ No
Functional Changes Delta configuration:

 A new material type SERV(Service Materials) is created with reduced user departments and fields in the classical ■ Configuration changes
transactions: MM01/MM02/MM03 from S/4HANA 1511 onwards
1. Supported user departments: Basic Data, Sales, Purchasing, Accounting
2. The selected fields are hidden only from the material type "Service Materials“, however they are supported for
SAP Notes:
other material types. Following views are affected: ■ 2224251, 2267247
 Basic data 1, Basic data 2
 Sales: Sales Org 1, Sales: Sales Org 2, Sales General/Plant
 Purchasing Expected effort:
 Accounting 1, Accounting 2 ■ n/a
Business impact:
Considerations / Restrictions ■ Change in functionality
 Configurations required for SERV that are part of SET:
 Material type SERV (Table T134, delivery class: G)
 Screen sequence control (SPRO transaction: OMT3E)

Technical Assets, Structures and History (S/4HANA Core)
Business Context
• Decide on any granularity and content on the set up of technical master data from simple Serial Number Records up to
enriched equipment records with a lot more attributes, standardized functional location structures.
• Source for collecting and updating dynamic attributes like measurement counter and their value readings Sol. Capability Contribution:
• Flexible to build hierarchical and/or network like relationship structure among and between the technical assets. ■ Enhanced Request to Service
• Central place for keeping the technical history of master data changes, service work activities, measurement readings
for analytical and legal compliance reasons
Customer Benefits of the Capability Industry Suitability:

■ Cross Industries
• Improve service productivity by high-quality of master data
• Improve customer service and support by accessing service master data on any device
• Improve customer installed base accuracy information Relevant for Cloud Edition:
• Flexible structuring capabilities for customer assets for service needs ■ No
• Improve clarity on identification for customer assets for service agreements
Data Model Changes Simplification Item User Experience Relevant for on Premise
 Support of Business Partner in Edition:
■ Yes
conjunction with Customer Vendor • With SAP S/4HANA, on-premise  Most of the transactions have a
Integration (CVI) edition 1511 the Engineering web front end
 Performance improvement for Workbench is not strategic
technical objects hierarchies in CS anymore and will not receive any
 Support of extended Material further updates.
Number (CHAR40 instead of
CHAR18)
 Functional changes in
Classification and variant
configuration
Equipment and Technical Objects
Type of change:
Benefits ■ Mandatory
Hana Database :
 performance improvement for technical objects hierarchies in Plant Maintenance and Customer Service Industry Suitability:
Functional Changes
Improved Transactions:
 IE07 – Multilevel Equipment List

 IL03 - Display functional location Expected effort:
 IH03 – Equipment structure List ■ small
 IE03 – Display Equipment
 IW40 – Multilevel order list Business impact:
■ None expected

Equipment and Technical Objects – Functional changes in classification
Functional Changes
Type of change:
■ Mandatory
With SAP S/4HANA, on-premise edition 1511 transactions of the Classification is renovated so that transactions
may have changed functionality or may be completely removed within SAP PLM
 User Defined Data Type (031) for characteristics has been removed.
Industry Suitability:
 Rename Characteristic functionality has been disabled.
 Parameter ’Effectivity’ has been hidden.
 Due to security reasons batch import has been limited and batch import is possible only from presentation SAP Notes:
server. ■ 2213569
Obsolete Transaction Codes (not available in SAP S/4HANA): ■ 2221293
 CL20 - Assign Object to Classes ■ 2229860
 CL22 - Allocate Class to Classes
 CL24 - Assign Objects to One Class Expected effort:
 CLB1- Batch Input for Classification ■ Big, in case
 CLB3 – display Classification File parameter;’Effectivity is used

 CT01, CT02. CT03, CT05 – Create/Change/Display Characteristic Business impact:
 CL2A - Classification Status ■ Parameter Effectivity has
 CL6B – Object list , Others been hidden for classification
in the S/4 HANA On Premise
Considerations / Restrictions
1511 shipment. As an
alternative solution, Variant
No special actions required. In case hidden functionality is needed, it can be reactivated by following the steps in
Configuration shall be used
SAP Note 2213569.
with object based
dependencies.
Equipment and Technical Objects – Variant Configuration
Functional Changes
Type of change:
■ Change of existing
 Object dependencies of type actions have been documented as obsolete. Creation of object dependencies of type
actions isn't possible anymore. Configuration models containing actions are still supported and behave like before, functionality
but new actions can't be created. Migration tool available:
 SAP Note: 2210904 - Object dependencies of type "actions" can't be created ■ n/a
 It's not possible to maintain "Classification as Selection Condition" in Material BOM items anymore. If in Material
BOM items classes as selection condition are already maintained, the BOM explosion will work as before. But it's Delta configuration:
■ n/a
not allowed to use "Classification as Selection Condition" for BOM items, where it wasn't used before.
 SAP Note: 2214906 - Classes as selection conditions can't be assigned
 Removed transactions:
• CU51E  Included in CU51 SAP Notes:
• CU52  Included in CU51 ■ 2210904, 2214906
• CU52E  Included in CU51
• CU55  Obsolete
• CU80  Use PMEVC instead
• CUMODEL  Use PMEVC instead
 Object dependencies of type procedures should be used instead of type actions. It's recommended to substitute
existing actions by procedures in the configuration models. Expected effort:
 Class nodes should be used in Material BOM items instead of "Classification as selection condition". It's ■ Small
recommended to make this substitution also in existing material BOMs.
 Affected objects: SI_VC_ACTION, SI_LO_MD_BOM_SCR Business impact:
■ None expected

Technical objects : New User Experience
New visually harmonized user interface helps Asset operators,
Maintenance planers and technicians in maintaining information
about assets like equipment, functional location, task list,
maintenance plans etc.
It also simplifies maintenance execution processes like
preventive maintenance, breakdown maintenance and
inspection management.
New user interface provides:

• Information centers to quickly search assets and related
information
• Enhance list views to quickly access and perform mass
changes on them
• Provides uniform looks and feel
• Return on investment you may have done in Webdynpro
based user interaction for future release.

Technical objects/ SAP Enterprise Asset management : New User
Experience Embedded SAP 3D Visual Enterprise, side panels, QuickViews, new list views, enterprise search
mass change, personalization,...
availab availab
le le
*based on
SAP Business
Client
and
Web Dynpro
availab
le
availab Fiori
le
availab
le

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Service/
Business Technical assets,
partners, service structures, and
materials history
scheduling
Purpose Benefits
 Bundle standardized services for faster copying and execution, rather  Reduce planning efforts significantly by using predefined,
than creating new services from scratch ready-to-use task lists at any level of task detail
 Use standard services as building blocks when defining the scope of  Calculate the cost of services based on the scope of work more
work for regularly scheduled contract services efficiently
 Define and specify services, including internal offerings and
procurement of external services, in service catalogs

Service/
Business Technical assets,
partners, service structures, and
materials history
scheduling
What’s new in SAP S/4HANA

Functional changes User experience improvements Data innovations
 Capabilities of the SAP HANA platform and  Proven user interface for Web and  Integration with a simplified data model of
database that deliver new business insight, desktop client SAP S/4HANA
such as operational analytics, and
complement traditional service reports
Try it now

Service Master Data Management - Service Task Lists and Catalogues
Business Context
• Not every service regardless how specific the services will be has to start from scratch. Standardize able activities can
be pre bundled together to service task lists ready for copy and execution.
• Standard service task steps are the building block for defining the scope of work for contractual committed services
provided on a regular schedule. Sol. Capability Contribution:
• Services are often defined and specified in service catalogues either customer service offerings or procurement of ■ Enhanced Request to Service
external services.

• Massive reduction of planning efforts by using pre-defined ready to use task lists of any generalization level.
• Basis for calculation of services based on the scope of work.
Relevant for Cloud Edition:
■ No
Data Model Changes Simplification Item User Experience

Relevant for on Premise
 The data model relies on the  Simplification in a first step is based on  Most of the transactions have a Edition:
proven data model of the SAP ERP the SAP HANA application platform and web front end ■ Yes
Enterprise Foundation data base capabilities such as
operational analytics enabling the
 PLM Enterprise Search models are replacement of traditional service
replication free search models reporting requirements.
(using HANA DB tables) .

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Service Management
Business Context
• Service Management is the core of any service delivery/fulfilment process regardless of the complexity of the execution
• There are at least three basic flavors of service business scenario execution processes: Inception of a service request
and delivery without any cost tracking or optimizing resource time usage; Inception of a service request with some degree Sol. Capability Contribution:
of activities planning (service scope), resource availability and capability time scheduling, cost collection reporting and ■ Enhanced Request to Service
monitoring with a billing or cost settlement process based mostly on a single (or a view) service orders; Inception of a
service request with creation or assignment to a complex service activity interdependent relationships with multiple
service orders involved with high demand on optimizing resource usage and critical networking scheduling needs (as
provided by project functionality) Industry Suitability:
Customer Benefits of the Capability ■ Cross Industries
• One single approach to capture, plan, execute, confirm and billing of services
• Supporting any simple or complex delivery requirements case-by-case (from simple support up to project delivery Relevant for Cloud Edition:
flavored services) ■ No
• Strong financial, logistics and human resource (workforce) integration
• Integrated entitlement checks to contractual obligations or other non-customer specific agreements such as warranty
Data Model Changes Simplification Item User Experience Edition:
■ Yes
 The data model relies on the  New functionality provided by  Most of the transactions have a
proven data model of the SAP CRM on Premise, Cloud 4 Service web front end
ERP Enterprise Foundation and SAP Hybris provide state of
the art successors for interaction
centre help desk use cases.

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Claims, returns,
management
Purpose Benefits
 Trigger service requests efficiently, regardless of the original  Streamline service processing with one central entry point for all
communications channel service requests
 Assess service requirements quickly and determine customer  Improve control of service processes through a single starting point for
entitlement to service accurately service initiation
 Automate requests for service, triggering service processing and  Enhance the execution quality of service processing, thanks to a rapid
delivery assessment of a customer’s service entitlement

Claims, returns,
management

Try it now

Service Management - Service Initiation
Business Context
• The source of initiating or triggering a service need are multi-faceted. It is a an omni-channel approach to cover any
relevant incident for service. The sources might be a call or interaction center, Machine-to-Machine connection
(Internet of Things) reporting automatic service needs, capturing of service needs from the field-service workforce,
automatic scheduled service events from a service/maintenance plan, etc. Sol. Capability Contribution:
• In the first stage of inception process an assessment and entitlement check is carried out. ■ Enhanced Request to Service
• The logged request for service is the basis for further processing and delivery of service regardless of the complexity
service delivery needs..
• One source of truth with regard to a central entry point and root of service
• Central start point of end-to-end service process control
• Early clearing and entitlement checks leads to a higher process execution quality Relevant for Cloud Edition:
■ No

 The data model relies on the  Simplification in a first step is  Most of the transactions have a Edition:
■ Yes
proven data model of the SAP based on the SAP HANA web front end
ERP Enterprise Foundation application platform and data
 CRM on Premise, Cloud 4 base capabilities
Service and SAP Hybris provide
state of the art successors for
interaction centre help desk use
cases, instead of Call Centre
help desk

Service Management - Service initiation
Customer Interaction Centre
Benefits Type of change:
■ Mandatory
 New functionality provided by CRM on Premise, Cloud 4 Service and SAP Hybris provide state of the art
successors for interaction centre help desk use cases. Industry Suitability:
Functional Changes
 Transaction CIC0 provides a basic Call Centre help desk application which is technically outdated and not
supported any more within SAP S/4HANA. SAP Notes:
■ 2229726
 CRM on Premise, Cloud 4 Service and SAP Hybris provide state of the art successors for interaction centre help
desk use cases. Expected effort:
■ medium
Business impact:
Considerations / Restrictions ■ None expected
 Absolute transaction CICO, successor is available

Service Management - Service Initiation
Fiori App to Request Maintenance/Service
• Simplified User Interaction for occasional users to raise a

request with minimal data entry
• Enable user to easily search and identify Technical Objects
including refinement using
• Identify Location of Technical Object using
• Free text
• Location awareness / map integration (customer
extension)
• Template based data entry for increasing data quality
• Tracking the maintenance request across its lifecycle
• Simplified attachment of Pictures using capabilities of mobile
devices
* App delivered in SAP S/4HANA 1511 FPS01

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

SAP Multi-Resource Scheduling ASSET OPERATIONS &
MAINTENANCE* (C)
for optimized work order scheduling
 Availability of SAP Multi-Resource Scheduling to get an

overview of all the backlog items that need to be planned and
scheduled with graphical presentation
 Get graphical visualization about when an asset or equipment
is available for maintenance for effective scheduling of
maintenance activities
 Get an overview about workload at individual work center
levels to identify bottleneck resources as well as free capacities
 Perform automatic capacity leveling and shifting of individual
activities while considering capacities at a group level. Available
capacities could be built based on defined averages or on
employee availabilities
* Additional License
** Additional Installation & License
C
(Partial) Compatibility Scope

SAP Multiresource Scheduling availab
as MRS le
Efficient planning and scheduling across organizational boundaries 10.0
Scheduler workplace
 Graphical planning board with drag and drop
 Manual and automatic planning
 Visualization of clocking data
 Alert monitor
Resources
 Employees and contractors, work center,
equipment, and tools
 Resource placeholders
Solution highlights
 Scheduling of both work orders and projects
 Auto-leveling
 Check material availability
 Insight into production/machine availability
 Mass-shifting and dispatching functionality
 Bundling of work
 Capacity planning, work center
or aggregated people availability
 Scheduling compliance monitoring
 Ad hoc reporting with analytics solutions from SAP
 Enterprise mobility: Integration with SAP Work Manager
 SAP Fiori apps

SAP Multiresource Scheduling, EAM scheduling view availab
as MRS le
Align with operations/production for machine availability for maintenance 10.0
SAP Multiresource Machine availability

for maintenance
Scheduling visualizes
capacities and
availabilities at a group
level.
Furthermore, you see Jobs by machine

the maintenance
activities by machine,
and you can capture the
machine availability for Group capacity
maintenance activities.

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Claims, returns,
management
Purpose Benefits
 Deliver best-in-class service, enhancing company brand  Increase customer satisfaction by enhancing the timeliness and
and image accuracy of service process execution
 Provide managers with full transparency into the entire service  Improve service-level performance and compliance with greater
process, from initial contact and scheduling to execution and billing insight into customer requests
 Resolve customer service requests quickly by providing frontline  Reduce the cost of customer service and support by enhancing
workers with actionable insight operational efficiency
 Lower the number of service days sales outstanding by accurately
capturing service data and connecting service delivery with billing
processes
 Decrease unplanned service effort by increasing the ability to predict
service demand

Claims, returns,
management

Try it now

Service Management -Service Execution and Delivery
Business Context
 Build the brand image with best-in-class service execution and delivery.
 Give service operations managers the full transparency they need to run the entire process smoothly –
from call taking through planning, scheduling, parts provisioning, execution, and billing. By supporting Sol. Capability Contribution:
the comprehensive service process by providing the full insight information to the workforce, customer ■ Enhanced Request to Service
requests can be resolved quickly.
Customer Benefits of the Capability
 Improve customer satisfaction Industry Suitability:
 Improve quality of service process execution (timeliness and accuracy) ■ Cross Industries
 Improve service level performance and compliance
 Improve operational efficiency
 Reduce customer service & support cost Relevant for Cloud Edition:
 Increase agility through more and better operational insights ■ No
 Reduce days service sales outstanding by capturing service data more accurately and timely and connecting
delivery with billing
 Increase proportion of plan able work with regard to overall workload by providing high degree of preparation Relevant for on Premise
Edition:
■ Yes
 The data model relies on the  Simplification in a first step is  Most of the transactions have a
base capabilities

UX Innovation using SAP Fiori Launchpad
Launchpad features:
 Tiles based on role(s) and can be
adapted
 List Views (Find)
 Maintenance Request
 Information Centers
 Favorites
 Comprehensive list of EAM
transactions available

Comprehensive coverage of EAM transactions
EAM transactions available for:

 Order
 Notification
 Task List
 Linear Reference Pattern
 Measurement Document
 Measuring Point
 Maintenance Plan
 Maintenance Item
 Technical Objects
(Functional Locations and Equipment)

Service Management
Fiori Applications Fiori Library
Transactional (incl. Web-Dynpros)

• Confirm Jobs • Manage Maintenance Plan and Item List
• Display Job List • Manage Notification List
• Display Maintenance Item (Planner) • Manage Order List
• Display Maintenance Item (Technician) • Manage Orders and Notifications in
• Display Maintenance Order Information Center
• Display Maintenance Plan • Process Linear Reference Pattern
• Display Master Data Information Center • Process Maintenance Notification
(Planner) (Planner)
• Display Master Data Information Center • Process Maintenance Notification
(Technician) (Technician)
• Display Measuring Point • Process Maintenance Order
https:// • Display Task List (Technician) • Process Maintenance Plan
• Display Technical Object • Process Measurement Document
boma0d717969.han • Find Maintenance Notification NEW (Planner)
• Find Maintenance Order NEW NEW
• Process Measurement Document
a.ondemand.com/ • Find Maintenance Order and Operation NEWNEW
(Technician)
sap/fix/ •
•
Find Maintenance Order Confirmation NEW
NEW •
•
Process Measuring Point
Find Technical Object NEW
NEW
Process Object Network
externalViewer/#/ • Request Maintenance NEWNEW • Process Task List (Planner)
• Process Technical Object
home
* Additional License
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ** Additional Installation & License Customer 79
Mass Material Availability check
• Possibility to perform material availability check for multiple orders
• Possible to run the check as foreground or background jobs
• Updated information will reflect order status appropriately

SAP Work Manager Online and offline availab
l
e
Today
Complete work orders and capture all relevant data
Access to asset location, repair history, work order details, materials
needed
Create notifications or work orders
Master data integration
 Create, update, display equipment and
functional locations unrelated to work orders and notifications
 Install and uninstall of equipment
 Edit equipment and functional location characteristics
 View measurement reading history related to equipment/functional location measurement
point
 View orders and notifications history related to equipment and functional location
 View orders and notifications related to equipment and functional location
 View equipment and functional location Bill Of Materials
Upload and download of attachments

Linear asset management
Inspection rounds

SAP Work Manager Online and offline availab
l
e
Today (continued)
Platforms supported
 Windows 7 and 8 support - Windows Presentation Foundation (WPF) client
 Win 8 - Classic view only; touch enabled
 Windows Mobile 6.5 *
 Apple iOS versions 8.x, 9.x
 Android versions (phone and tablet) 4.x, 5.x
Languages supported
 English, Arabic, Czech, German, Spanish, French, Hebrew, Hungarian, Italian,
Japanese, Korean, Polish, Portuguese, Romanian, Russian, Slovakian, Swedish,
Turkish, Serbian, Simplified Chinese
*support for Windows Mobile ends with Work Manager 6.3

SAP Work Manager availab
l
e
Today – Additional Components
Integration with Esri ArcGIS1

 Online and offline, feature layer and multi-geometry support
 Map edits (create orders, notifications, and assets via the map)
 Geo-tagging (assign current GPS coordinates to an order, notification,
equipment or functional location)
Embedded SAP Visual Enterprise Viewer

SAP ERP Customer Service (ERP CS) component integration
 Edit business partner contact details
 Assignment of partner roles to orders and notifications
 Ability to view both service orders (CS) and work orders (PM)
Crew management component

SAP Augmented Reality Service Technician component1
SAP for Utilities (Meter Management) component
 Periodic meter readings
 Disconnection and reconnection
1
No out of box support, requires SAP EAM and Service mobile app SDK, integrated via Open UI

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Claims, returns,
management
Purpose Benefits
 Create a flexible approach to service delivery, addressing the unique  Optimize service delivery by selecting the appropriate delivery
financial and logistical considerations of each request approach
 Manage, monitor, and complete the service process by using a  Increase customer satisfaction by enhancing the timeliness and
standardized service request accuracy of service execution
 Capture internal and external resource consumption and efforts  Improve service-level performance and compliance with greater
required to successfully execute a service order insight into customer requests
 Fulfill complex service and support requests quickly and efficiently  Reduce the cost of customer service and support by integrating
service control with core business processes, which enhances
operational efficiency
 Improve service agility using targeted operational insights

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Claims, returns,
management
Purpose Benefits
 Generate accurate bills for services performed, including  Improve the accuracy of billing data with automated invoicing
materials used processes
 Create periodic bills to provision regularly scheduled services  Reduce the number of invoicing disputes by using documents that
 Deliver a complete set of billing documents, such as invoices, increase the transparency and flexibility of billing and cost-settlement
credit statements, and debit memos processes
 Enhance customer satisfaction by offering a wide range of invoicing
methods to meet customer requirements
 Lower the number of service days sales outstanding by quickly and
accurately capturing service data and connecting service delivery
with billing processes
 Increase service revenue contribution by providing timely service
billing

Claims, returns,
management

Try it now

Service Management - Service Billing and Settlement
Business Context
• Generally, billing represents the completion of a business transaction. You create debit memos in which you bill the
customer for costs that have arisen as a result of services that have been performed or materials that have been used.
Bills can also be created periodically (for example, monthly). Billing documents such as invoices, credit, or debit
memos, can be created based on services rendered and/or resources consumed. Sol. Capability Contribution:
• There are various options for billing services or materials on actual or planned costs: •Periodic Billing •Flat Rate Billing ■ Enhanced Request to Service
Prices for customer-specific services can be stored as fixed prices •Resource-Related billing
• Accurate and fast billing and revenue reporting
• Improve billing data accuracy
• Reduce customer invoicing disputes
• Increase visibility and flexibility on entire billing and cost settlement to involved parties Relevant for Cloud Edition:
• Support of a wide range of billing methods ■ No
• Increase automation of billing process
• Reduce days service sales outstanding by capturing service data more accurately and timely and connecting
delivery with billing
• Drive service revenue contribution by ensuring timely billing of services provided
Edition:
■ Yes
 The data model relies on the  Simplification in a first step is  Most of the transactions
proven data model of the SAP ERP based on the SAP HANA have a web front end
Enterprise Foundation application platform and data
 Simplified Data Model for SD base capabilities
Pricing

structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Claims, returns,
management
Purpose Benefits
 Accelerate the capture and handling of complaints  Reduce customer service and support costs by automating and
 Make it easier for customers to return products streamlining the processing of returns
 Trigger logistical follow-up actions automatically, such as inspection  Improve service using the knowledge gained from successfully
of returned material, issue resolution, and management of claims and resolved complaints
refunds

Claims, returns,
management

Try it now

Service Management - Claims, Returns, and Refund Management
Business Context
• Accelerated complaints and returns processing
• Streamline complaints and returns management to improve tracking, help service organizations process
requests faster, and reduce operational costs. With SAP solutions, you can improve the capture and Sol. Capability Contribution:
handling of complaints and returns and trigger logistical follow-up actions such as inspection of returned ■ Enhanced Request to Service
material, resolution of issues, and claims and refunds management.

Industry Suitability:
• Reduce customer service & support cost by automating and streamlining return processes
• Improve services by facilitating the complaints processed to trigger service improvements
■ No

 The data model relies on the  Simplification in a first step is  Planned Role: Returns and Edition:
■ Yes
proven data model of the SAP based on the SAP HANA Refund Clerk
ERP Enterprise Foundation application platform and data  Planned Fiori Apps (based on
base capabilities Advanced Returns
Management solution):
o My Complaints
o Manage Customer Returns

Service/
Technical assets,
structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management

Purpose Benefits
 Optimize warehousing activities for service parts, from inbound and  Increase inventory turnover and reduce days in inventory by
outbound processing to distribution and storage optimizing use of available space
 Increase service levels and control costs by balancing capacity,  Reduce inventory carrying costs by decreasing volume of goods
maximizing throughput, and effectively managing high order volumes stored and lowering logistics expenses
 Streamline supply chain operations with enhanced alignment of parts
planning, warehousing, and fulfillment processes


Try it now

Service Parts Management - Service Parts Warehousing
Business Context
• Run efficient warehousing - from inbound and outbound processing to distribution and storage
• Optimize service parts warehousing operations while increasing service levels and controlling costs. With greater
visibility and integration, you can balance capacity, maximize throughput, and efficiently manage high order volumes.
Plus, returns can be received back into the warehouse. The result? Increased service supply chain efficiency; greater Sol. Capability Contribution:
alignment of parts planning, warehousing, and fulfilment processes; and superior customer service levels. ■ Enhanced Request to Service

• Increase inventory turnover / reduce days in inventory by increasing utilization of available space Industry Suitability:
• Improve on-time delivery performance by responding to customer demand quickly and flexibly and reducing ■ Cross Industries
logistic costs
• Reduce inventory carrying cost by reducing inventory carrying and logistics costs
■ No
 Refer to Refer Overview Slide Relevant for on Premise
 Simplification in a first step is • Most of the transactions have Edition:
S4HANA Streamlined
■ Yes
ProcureToPay_Inventory and based on the SAP HANA a web front end
application platform and data
Basic Warehouse Management base capabilities
 the field length for the material
number (field MATNR) was
extended from 18 to 40
characters
 Material type "SERV’

Material length extension
Benefits
Type of change:
 In SAP S/4HANA the field length for the material number (field MATNR) was extended from 18 to 40 characters ■ Mandatory
■ Technical impact
Functional Changes
SAP S/4HANA, on-premise edition 1511 can support a material number with 40 characters.
The appropriate related SAP development entities (domain, structures, table types, and transparent tables, external
and internal interfaces, user interfaces, BW extractors, and so on) have been adapted accordingly. Where required,
automated logic is in place and executed automatically in case a customer converts his current SAP Business Suite SAP Notes:
System into SAP S/4HANA, on-premise edition 1511.  2215424
Considerations / Restrictions  2215852
 1696821
The custom code is potentially impacted by the material number field length extension. The following list are created to
support the custom code check analysis:
 SI_MD_MATNR_FLE_STRC (related SAP Note: 2215424)
 SI_MD_MATNR_FLE_TABL (related SAP Note: 2215424)
Expected effort:
■ None expected
 SI_MD_MATNR_FLE_VIEW (related SAP Note: 2215424)
 SI_MD_MATNR_FLE_TTYP (related SAP Note: 2215424)
 SI_MD_MATNR_FLE_BOR (related SAP Note: 2215424) Business impact:
 SI_MD_MATNR_FLE_DTEL (related SAP Note: 2215424) ■ None expected
 SI_MD_MATNR_FLE_DOM (related SAP Note: 2215424)
 SI_MFLE_COMP_LOC_FM (related SAP Note: 2215852)
 SI_MFLE_NOT_REL_RFC (related SAP Note: 2215852)
 SI_MFLE_COMP_REL_RFC (related SAP Note: 2215852)
 Execute listed pre-checks in the preparation phase of the SAP S/4HANA system conversion
 •For the conversion of selection variants see SAP Note 1696821 for details.
Benefits
Type of change:
 Material type "SERV" for services is introduced for Product Master in S/4HANA for simplification purposes ■ Mandatory
■ Technical impact
Functional Changes
 When you use material type SERV, some fields and departments that are irrelevant in S/4 are hidden from the
screen. this gives all transactions relevant for material master, a leaner and simplified look. Therefore, a new
material type SERV(Service Materials) is created with reduced user departments and fields in the classical
transactions: MM01/MM02/MM03 from S/4HANA 1511 OP release onwards. SAP Notes:
Supported user departments : 2224251
 Accounting
 Purchasing
 Basic Data
 Sales
 The selected fields are hidden only from the material type "Service Materials" however they are supported for Expected effort:
other material types ■ None expected
Business impact:
 Configurations required for SERV that are part of SET: ■ None expected
Material type SERV(Table T134, delivery class: G)
This attribute of SERV is provided by SET content
 Screen sequence control(SPRO transaction: OMT3E
Table T133K “Influencing Factors: Screen Sequence No.“ / Delivery Class: G
Tables T133S and T133T are also part of SET content
Inventory and Basic Warehouse Management - Service Parts
Warehousing
Basic Warehouse Management Type of change:
■ Feature not strategic
• SAP ERP Warehouse Management (LE-WM) is not considered as strategic within SAP
S/4HANA on-premise edition Migration tool available:
■ No
• Alternative functionality is Extended Warehouse Management (SAP EWM), and SAP
suggests introducing EWM prior to the migration to SAP S/4HANA
Delta configuration:
• Related solution capabilities: ■ Configuration
 Goods Issue
 Goods Receipt
 Inventory Analytics SAP Notes:
• Available accelerators
 SAP Extended Warehouse Management rapid-deployment solution
Expected effort:
 SAP Extended Warehouse Management for Retail rapid-deployment solution ■ Medium to Large
 SAP Model Company for Logistics Execution, focusing on SAP Transportation Management and Extended
Warehouse Management
Business impact:
■ Change in functionality
Service/
Technical assets,
structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management
Purpose Benefits
 Improve service parts planning, fulfillment, and customer service  Increase customer satisfaction by providing on-time delivery of service
through integrated functionality for global parts sourcing, availability, parts, thanks to accurate inventory
and price optimization  Reduce sales and operations planning costs by increasing the
 Gain real-time visibility into service parts inventory across the profitability of fulfillment operations for service parts
supply chain  Improve on-time delivery by responding quickly and flexibly to
 Increase the efficiency of supply chains for service parts through customer demand
aligned, streamlined processes that address parts planning,
warehousing, and fulfillment

Try it now
Service Parts Management- Service Parts Fulfilment
Business Context
• Improve parts planning, fulfilment, and customer service
• Support effective service parts fulfilment, complete with integrated functionality for global parts sourcing
and availability and parts price optimization. Gain real-time visibility and availability of inventory across Sol. Capability Contribution:
the entire supply chain. As a result, you can achieve efficient service supply chains; aligned and ■ Enhanced Request to Service
streamlined processes spanning parts planning, warehousing, and fulfilment; superior customer
service; and higher profitability.
• Improve inventory accuracy by helping to ensure on-time delivery that increases customer satisfaction
• Reduce sales and operations planning cost by increasing parts profitability
• Improve on-time delivery performance by responding to customer demand quickly and flexibly and reducing Relevant for Cloud Edition:
logistic costs ■ No

 Refer to Refer Overview Slide Relevant for on Premise
S4HANA Streamlined  Simplification in a first step is • Most of the transactions have Edition:
ProcureToPay_Inventory and ■ Yes
based on the SAP HANA a web front end
Basic Warehouse Management application platform and data
 Functional changes in base capabilities
Classification and variant
configuration
 Support of extended Material
Number (CHAR40 instead of
CHAR18) in S4HANA Sales
Service/
Technical assets,
structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management
Operational
contract
management
Purpose Benefits
 Maximize the value of all contracts  Improve the value of contracts by using a single business solution to
 Automate contract monitoring processes, promote and enforce legal generate, negotiate, and manage all contracts
standards, and make adjustments to contracts as necessary  Enhance the quality of service contract entitlement checks with insight
 Support legal compliance with accurate, on-time customer billing into customer assets and associated service agreements
 Increase the timeliness and accuracy of contractual periodic billing
through automated initiation, execution, and invoicing services
Operational
contract
management

Try it now
Service Agreement Management - Contract Management
Business Context
• Maximize the value of your contracts

• Generate, negotiate, and manage contracts in a single, searchable system with help from SAP solutions. Automate Sol. Capability Contribution:
contract monitoring processes, promote and enforce contract clauses and legal standards, and make adjustments to ■ Enhanced Request to Service
contracts as necessary. Help ensure that the value promised in each contract is fully realized with integrated and
automated contract management processes.

• High quality of automated contractual entitlement checks in case of initiation, execution and billing customer services. ■ Cross Industries
• Ensure legal compliance by accurate customer contract billing on time
• Improve visibility of the explicit coverage of customer assets and associated service agreements Relevant for Cloud Edition:
• Improve the quality for a service contract entitlement check ■ No
• Increase the timeliness decision on contractual entitlements coverage regarding customer assets and services
• Improve the timeliness and quality of contractual periodical billing
Data Model Changes Simplification Item User Experience Edition:
■ Yes
proven data model of the SAP ERP based on the SAP HANA web front end
Enterprise Foundation application platform and data base
capabilities
Service/
Technical assets,
structures, and
history
scheduling
Claims, returns,
management

Operational
contract
management
Operational
contract
management
Purpose Benefits
 Improve customer satisfaction by streamlining the entire warranty  Enhance flexibility to handle warranty conditions and entitlements for
claims process both customer and vendor claims processing
 Handle warranty claims efficiently for basic conditions or specific  Reduce risk of missed warranty claims through improved monitoring
requirements, such as time-dependent or performance-dependent of timelines for claims processes
limits defined in warranties  Decrease cost of claims assessment and follow-up processing thanks
 Perform basic checks for warranty claims, whether they result from a to streamlined claims-handling processes
customer message, service or maintenance order, or billing request  Increase processing efficiency by automating checks for basic
warranty commitments
Operational
contract
management

Try it now
Service Agreement Management -Warranty Management
Business Context
• Optimize your warranty claim processes
• Warranties define the scope and commitment of the services that an external party (warrantees, such as suppliers or
manufacturers) or the own company (guarantor) grant to customers to fix a defect or problem of a technical object.
SAP Warranty Management for individual objects covers basic conditions and requirements such as time-dependent Sol. Capability. Contribution:
and/or performance-dependent warranty counter limits. Specific conditions and requirements can refer to individual ■ Enhanced Request to Service
companies, products, customers, and/or countries. An automatic basic check for warranty is available for the reference
object of the process, whether the claims on warranty are in case of a customer message, a service or maintenance
order, or a billing request. Industry Suitability:
• Flexible approach to model warranty conditions and entitlements Relevant for Cloud Edition:
• Reducing the risk of missed warranty claims ■ No
• Support a comprehensive warranty solution for customer and vendor claim processing
• Reducing cost of claim assessment and follow up processing
• Improve monitoring of the timeline of warranty claims process Relevant for on Premise
• Increase warranty claim process efficiency by automating checks for basic warranty commitments in case of any Edition:
engagement during transactional business processes ■ Yes
base capabilities
Continuous improvement
Request to Service : How to leverage business functions in S/4HANA
Customer Connection for SAP ERP
Continuous improvements in various cycles
Cycle
Cycle 1:
 Fields from Purchase Requisition in Operation/Component Overview
4
– SAP Note 1554582 and 1573936 in 2016
 Rescheduling of Maintenance Plans After Changing Maintenance Strategy
– SAP Note 1554835, 1553174 and 1553173
 Mass Change in Order Operations – SAP Note 1552645 and 1552769
Cycle 2:
 Document Flow Enhancements – SAP Note 1674883
 Documents in PM Order – SAP Note 1673999
 Estimated Cost on operation Level in Basic Order View – SAP Note 1703800
 OAA in Web Dynpro – SAP Note 1703800
 Classification Data in Lists – SAP Note 1674343
 Maintenance Plan Opening Horizon in Days – SAP Note 1665158
 Mass Deactivation of Measuring Points and Counters – SAP Note 1664764
Cycle 3:
 Inactivation of notification codes – SAP Note 2081865
 Redesign of BAPIs in PM/CS – SAP Note 2121573
 Counting entries in ALV grids – SAP Note 2111087
 IW38: Cancel "TeCO" and "do not execute" – SAP Note 2081776
 Pre-printing and Re-printing of shop papers – SAP Note 2062605
 Create Order as a follow-on order – SAP Note 2115977
 Mass change of maintenance plans / -items – SAP Note 2084957
 Change notification type – SAP Note 2076874
 BADI for CU bundling – SAP Note 2026771
SAP S/4HANA Asset Management
Solution Areas :
MAINTENANCE
MANAGEMENT
Solution Capabilities:
MAINTENANCE
MAINTENANCE
PLANNING &
EXECUTION
SCHEDULING
• Plan upcoming maintenance work and find the right person who can use appropriate tools • Optimal asset maintenance involves proactive - preventive or condition-based - maintenance
and resources to execute maintenance activities. Handle unplanned work requests and activities, which help minimize equipment breakdowns. This includes clear procedure development,
incomplete information, moving it to planned maintenance status. Gain a full view of asset visible resource availability and access to relevant information. On any device, remote workers can
status to mitigate breakdowns. Reduce maintenance costs, while synchronizing labor, access, transfer, complete, and manage assigned work orders. So asset managers and staff increase
material, equipment, and schedules equipment reliability and improve asset usage as well as safer maintenance processes
• Manage proactively asset-related risks to minimize disruption • Enable real-time insights of asset performance for timely, relevant decisions
• Finding the most efficient maintenance strategy so that Assets are not over-maintained, • Review ongoing maintenance activities with the ability to reschedule multiple times a day
Risks are under control, Value (performance vs. cost) can be maximized • Leverage process integration with Predictive Maintenance and Service and Asset Intelligence
Network
Innovation & Highlights:

Create Malfunction Report Process Malfunction Report Technical Object Breakdowns
*Additional license - **Additional installation and license – C(Partially) Compatibility scope

SAP S/4HANA Asset Management: delta scope 1709
1709
MAINTENANCE
MANAGEMENT
Report and repair malfunction Technical object breakdown analysis

The repair of a failed piece of equipment often requires a technician to perform manifold tasks: Technical objects that need unplanned maintenance often deserve a closer look, because they create
find specific documents, procure required spare parts, record working times, etc. disruption in operations and cause high maintenance costs.
Report and Repair Malfunction helps technician to efficiently perform these tasks and collect Value Proposition:
accurate data of defects. • Lower costs
Capabilities
• Create a malfunction report with all relevant information
• Identify equipments that fail often or take long to repair
• Plan your repair work with all required resources • Identify vulnerable locations
• Work items with the responsible work center • Compare equipment reliabilities between different manufacturers
• Spare parts needed for the repair work
• Document and confirm the repair work, incl. time recording
Capabilities
• Find malfunction records already created in a list • Real time evaluation of statistical KPIs, no aggregates
• Document the malfunction object parts, damage coded and identify the root cause • Evaluate effective repair time and time between repairs
SAP S/4HANA Asset Management: delta scope 1709
1709
MAINTENANCE
MANAGEMENT
New Object Pages for maintenance planner and technicians Schedule material availability
Technical objects, Maintenance planner can use the material availability check to find out if the required spare parts are
Maintenance notification, available for the maintenance orders. Scheduling and mass processing functions not only enables
Maintenance order, planners to optimally utilize their resources, but they also considerably reduce the amount of manual
activity
Maintenance order operations
Order confirmation
Capabilities
Capabilities
• Simplified overview for essential information at a glance
• Scheduling options for immediate or delayed start
• Advanced search capability • Recurrence patterns for defining the frequency of the jobs
• Detailed information in a user-friendly format • Automatic scheduling using parallel processing
• Intent-based navigation to related objects
• Log information with error and warning messages as well as system and user status of the orders
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 120
SAP S/4HANA Asset Management
Extended S/4HANA Scope:
• Use Asset Operations & Maintenance to create a series of steps that help ensure an asset will retain or be restored to a state in
ASSET OPERATIONS which it can perform its designated function. Stay competitive by getting the most out of an asset - assuring uptime, ensuring
& MAINTENANCE* (C) safety, mitigating risks, and reducing maintenance costs. Reduce excessive downtime, low return on assets and wasted time and
resources that drive up costs by having the right systems and processes in place.
• Use Multi-resource Management C to streamline and automate processes for defining and fulfilling project resource demands.
Our software provides functionality for tracking, assigning, and scheduling resources; getting assignment approvals; and
generating relevant reports, like demand overview and resource utilization reports. The result: faster project staffing, improved
resource utilization, more accurate demand forecasts and increased project margins.
• Utilize Environment, Health, and Safety to help ensure safety and business continuity. Organizations can mitigate
environment, health and safety risks by performing thorough risk assessments, measuring and reporting emissions, designing
effective controls and communicating safe work practices. Testing these controls, capturing incidents and learning from events
ENVIRONMENT support intelligent change and continuous improvement. One common view on process risks related to workers, assets or the
HEALTH & environment. Leverage real-time processes for instant insight to make timely, relevant decisions and use prediction, simulation
SAFETY* and analysis to convert incident reporting and risk assessments into actionable knowledge. Report and manage incidents,
including investigations, root cause analysis, and preventive actions and manage air emissions through effective data collection.
Additional LoB Solutions**

SAP Master Data Governance • Further enhance your solution towards Internet of Things,
SAP Predictive Maintenance & Service Network Integration and Predictive Simulations to run a full
SAP Asset Intelligence Network suite Asset Management
SAP Work Manager
SAP Asset Manager
ASSET OPERATIONS
SAP S/4HANA Maintenance Execution & MAINTENANCE C*
1709
Maintenance Execution with geographical information

• Leverages SAP Geographical Enablement Framework for SAP S/4HANA
• Bidirectional navigation between Geo Framework and S/4HANA Asset Management solution
• Manually create and change geometries of selected business data
• Geo-enabled technical objects1: Equipment, functional location
• Geo-enabled business transactions: PM notification, PM order
• Automatically copies geometry from superior technical objects
• Automatically copies geometries from technical objects and/or PM notifications to PM order.
• Automatically copies geometries from technical object to PM notification.
• Single action: Initiate creation of PM notification and PM order from a technical object via geo
explorer
• Mass action: Selection of geo-enabled master data and transaction via the geo explorer with further
processing within the backend Order and Notification List
SAP S/4HANA Asset Management for resource scheduling2

• Embedded resource scheduling
• Proactive and reactive work on operator owned assets take into consideration the availability
windows for maintenance, work center capacity, maintenance plans.
1
Linear Asset Management and time-based geometry not supported

2
Bundled with SAP MRS as add-on in compatibility scope
Customer 124
ENVIRONMENT
SAP S/4HANA Asset Management HEALTH &

SAFETY*
Incident Management Health and Safety Management Environment Management
• Record EHS incidents, near misses, and observations • Prevent incidents and reduce EHS risks • Manage emissions of greenhouse gas (GHG) as well
with new Fiori App “Report Incidents” (FPS01) • Standardized, cost-effective approach to managing as other air or water emissions to fulfill legal
• Create transparency and standardization with operational risks requirements
templates, task tracking, and analytical automated • Minimize workplace exposures and related health • Calculate and aggregate emissions while fostering
reporting impacts proactive data transparency & monitoring
• Decrease injury, illness, and incident rates, reduce EHS • Manage industrial hygiene monitoring by plan and • Detect and communicate deviations, including
penalties and fines, and reduce unplanned downtime execute workplace sample campaigns and related investigations and tracking follow-up activities
• Manage investigations, follow-up activities and measurements • Reduce risk of environmental non-compliance and
improve employee engagement • Specific risk analysis methods (e.g. graphical risk penalties
• Role-based analytics provide insight into root causes matrix, a job hazard analysis, comparison of • Ensure license to operate
of incidents occupational exposure limits)
and license – C(Partially) Compatibility scope
Delta stickers reflect 1610FPS0 > 1709 change.

Exemplary view, most current list see Fiori Apps Library
SAP S/4HANA Asset Management: Fiori Apps
MAINTENANCE
Employee - Maintenance Info
MANAGEMENT Maintenance Technician
• PM Notification Re-Use Library upgrade
• Confirm Jobs upgrade
• Request Maintenance upgrade • Display Job List upgrade
Maintenance Planner • Display Maintenance Item (Technician) upgrade
• Display Maintenance Item (Planner) upgrade • Display Maintenance Order upgrade
• Display Master Data Information Center (Planner) upgrade • Display Maintenance Plan upgrade
• Manage Maintenance Plan and Item List upgrade • Display Master Data Information Center (Technician) upgrade
• Manage Notification List upgrade • Display Measuring Point upgrade
• Manage Order List upgrade • Display Task List (Technician) upgrade
• Manage Orders and Notifications in Information Center upgrade • Display Technical Object upgrade
• Mass Schedule Maintenance Plans new • Find Maintenance Notification upgrade
• Process Linear Reference Pattern upgrade • Find Maintenance Order upgrade
• Process Maintenance Notification (Planner) upgrade • Find Maintenance Order and Operation upgrade
• Process Maintenance Order upgrade • Find Maintenance Order Confirmation upgrade
• Process Maintenance Plan upgrade • Find Technical Object upgrade
• Process Measurement Document (Planner) upgrade • Process Maintenance Notification (Technician) upgrade
• Process Measuring Point upgrade • Process Measurement Document (Technician) upgrade
• Process Object Network upgrade • Report and Repair Malfunction new
• Process Task List (Planner) upgrade • Process Maintenance Notification (Planner)
• Process Technical Object upgrade • Process Maintenance Notification (Technician)
• Schedule Material Availability Check new
• Technical Object Breakdown Analysis new
Employee - EHS Info Industrial Hygienist

ASSET OPERATIONS ENVIRONMENT • Assign Risks to Projects new
• Report Incident new
AND MAINTENANCE* HEALTH & SAFETY* Environmental Manager
• Identify Risks new
• Monitor Data new
• Incidents - Detailed Analysis new
Hazardous Materials Manager
• Injuries and Illnesses - Detailed
Maintenance Planner - Resource Scheduling Analysis upgrade
• Analyze Work Center Utilization upgrade
• Approved Chemicals upgrade
• Chemical Inventory Reporting new
• Manage Assessment Profiles new
• Maintenance Scheduling Board new
• Chemical Risk Report upgrade
• Monitor Risks upgrade
• Manage Work Center Utilization new • My Control Implementations new
• Resource Scheduling for Maintenance Planners upgrade • Chemical Risks - Detailed Analysis new
• Monitor Approved Chemicals upgrade
• My Risk Assessment Projects upgrade
• My Chemical Approvals upgrade
• Risk Overview upgrade
S/4 CRM Service Core and other LoB Solutions
Request to service future orientation

A Brief History of Customer Experience Integration
Today – Customers choose they own journey
CHANGE
ADDRESS
CONSIDERATION
CONTACT USE
PRINT
SOCIAL CENTER ?
WEB SUPPORT
DISCOVERDIGITAL ADS RECEIVE EMAIL POST MAKE PORTAL
NEED OFFER WEB REVIEW PAYMENT
SHOP JOIN
WORD OF CONTACT GROUPS
TV CENTER TRACK SETUP
ADVOCACY
MOUTH
ORDER PHONE
SOCIAL
RESEARCH
RETAIL
STORE SHOP & RECEIVE ?
BUY PACKAGE
?
BRANDED
COMMUNITY ACTION
SEARCH WEB SUPPORT CONTACT
KW/ADS SHOP
ACTION MISSING PORTAL NETWORK CENTER
REVIEWS ITEM ISSUE RETAIL

PHONE RESTART
RESTART STORE
CONTACT DAMAGE SERVICE
SERVICE
INTEREST CENTER
WEB
SHOP BILLING
RETAIL
STORE TERMINATE RECEIVE DECISION
ISSUE SERVICE OFFER
REFER
REFER
CONTACT FRIENDS
FRIENDS
SOCIAL
CENTER
USE WORD OF
EMAIL
MOUTH
ADVOCACY
SOCIAL
SAP Digital Business Framework
front office
back office
Product Direction
Optimize Your Back Office, Simplify Your Front Office

UNIFIED FRONT OFFICE


Front Office Suite Front Office Suite SIMPLIFY YOUR FRONT OFFICE
Marketing Cloud Commerce Cloud Marketing Cloud Commerce Cloud
DELIVER GREAT CUSTOMER EXPERIENCES
Sales Cloud Service Cloud Sales Cloud Service Cloud
Revenue Cloud Revenue Cloud TRANSFORM AND BE AGILE
option
SAP S/4HANA CRM

FOCUSES ON THE HEAVY LIFTING
SAP CRM CUSTOMER PROCESSES
UNIFIED BACK OFFICE
SUPPORTING COMPREHENSIVE
BACK OFFICE
Digital Core
Digital Core CORE PROCESSES
Any DB HANA
CENTRAL CUSTOMER DATABASE
HANA
Today Future
* final name tbc

Product Direction
Road Ahead for SAP CRM Installed Base

Help SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA
TODAY
ERP or
SAP ERP SAP CRM 7.0 EhP4 HANA
evolve S/4HANA
NW 7.50 Fiori Apps … Analytics
Digital Core
ERP or
SAP CRM SAP Hybris
SAP CRM
transform S/4HANA
Digital Core Back Office + Front Office
CRM SAP Hybris

S/4HANA
+
2018 Core
consolidate Digital Core Front Office
ONWARDS Unified Back Office
(Roadmap)
Intern
al &
SAP S/4HANA for customer management Partn
er
SAP S/4HANA 1709 SAP S/4HANA

SAP S/4HANA 1709 SAP S/4HANA 1909
FPS 01 after 2025
… … … … … … … … … … … …
Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric Metric
Licensing
S/4HANA Enterprise Management S/4HANA Enterprise Management S/4HANA Enterprise Management S/4HANA Enterprise Management
view
Request to Service Request to Service Request to Service Request to Service
ERP CS C ERP CS C “Service Core” ERP CS C

“Service Core” “Service Core”
SAP S/4HANA for

customer management
SAP S/4HANA for SAP S/4HANA for

customer management
S/4HANA code line customer management
Technical
S/4HANA code line S/4HANA code line
view
S/4HANA code line
ERP CS C ERP CS C ERP CS C
Compatibility Scope Compatibility Scope Compatibility Scope

TODAY TOMORROW FUTURE
Product Direction
Road Ahead for SAP CRM Installed Base

Help SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA
TODAY
ERP or
SAP ERP SAP CRM 7.0 EhP4 HANA
evolve S/4HANA
NW 7.50 Fiori Apps … Analytics
Digital Core
ERP or
SAP CRM SAP Hybris
SAP CRM
transform S/4HANA
Digital Core Back Office + Front Office
CRM SAP Hybris

S/4HANA
+
2018 Core
consolidate Digital Core Front Office
ONWARDS Unified Back Office
(Roadmap)
Product Direction
SAP S/4HANA CRM

… A simplified SAP CRM Stack in S/4HANA On premise
Goal: Provide rich CRM functionality in S/4HANA with superior integration and low TCO
1. Simplified on premise landscape & operations compared to side-by-side operation
2. HANA and UI innovations
3. Allow migration and on premise landscape consolidation for existing SAP CRM installations
CRM Simplification roadmap for the SAP CRM stack in S/4HANA:
S/4HANA 1. Eliminate middleware for simplified scenarios

NW System
Harmonize data models between CRM and S/4HANA and eliminate redundancies
2. Eliminate Java stack and TREX

S/4HANA CRM 3. Optimize CRM OneOrder data base model for HANA DB
DB Schema tables
4. Fiori 2.0 visual harmonization with S/4HANA
SAP HANA Database
HANA
Product Direction
SAP S/4HANA for Customer Management – Simplifications Overview

Data Harmonization and Elimination of Functional Redundancies
1. “Best of both worlds”: identify functional redundancies and select most suitable entity / process / engine
2. Harmonize object models between CRM and S/4HANA  objects share a common database representation, and thus
require no middleware
S/4HANA CRM S/4HANA CRM S/4HANA CRM S/4HANA CRM

Business Partner * Service & Solution Quote Org Model * Lead
Material Service Contract Sales Quote Activity
Equipment Service Request Sales Contract Opportunity
Functional Location Service Order Sales Order Territory
Material BOM Service Confirmation Configuration Pipeline Performance
Maintenance Plan Case * Pricing Call List
Dispatching (MRS) Interaction Center Billing Loyalty
Service Management Sales & Order Management

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ CUSTOMER
* Enhancements of CRM now available in S/4HANA 138
Product Direction
SAP S/4HANA for Customer Management Simplification List vs. SAP CRM
SAP CRM components that will not be included in SAP S/4HANA for Customer Management
Engines Objects & Processes

 CRM Pricing & TTE  CRM Product
 CRM Configuration  CRM Service Master data
 CRM Billing  CRM Sales Order Management
 CRM Segmentation  CRM Sales Contract Management
 CRM Campaign Management
Frameworks  CRM Marketing Resource Management
 Reporting Framework  CRM Web Channel
 AET & EEW
Industry Processes
T.B.D.
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ CUSTOMER 139
Product Direction
SAP S/4HANA for Customer Management Simplification List vs. SAP CRM
SAP CRM components that will not be included in SAP S/4HANA for Customer Management
Engines Objects & Processes

 CRM Pricing & TTE SD Pricing  CRM Product S/4HANA Material
 CRM Configuration S/4HANA Configuration  CRM Service Master data CS/PM Master data
 CRM Billing S/4HANA Billing  CRM Sales Order Management SD Order
 CRM Segmentation Hybris Marketing  CRM Sales Contract Management SD Contract
 CRM Campaign Management Hybris Marketing
Frameworks  CRM Marketing Ress. Mgmt. Hybris Marketing
 Reporting Framework S/4HANA analytics FW  CRM Web Channel Hybris Commerce
 AET & EEW S/4HANA S/4HANA extensibility FW
Industry Processes
T.B.D.
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ CUSTOMER 140
Product Direction
SAP S/4HANA for Customer Management Delivery Plan (subject to change)

Synchronized with S/4HANA On Premise Shipments
2017 RTC 2018 RTC 2019
S/4HANA OP 1709 FPS01 S/4HANA OP 1809 S/4HANA OP 19xx
 Replication-free &  Engine Consolidation I  Replication-free &  Sales I  Service III

harmonized Master Data  S4 Pricing harmonized Master Data  Activity / Task /  Returns & Complaints
 Business Partner  S4 Billing  Functional Locations Appointments /  In-house Repair
 Material  System Consolidation I  Qualifications Calendar  Planned Service
 Equipment  Technical Co-  Bundles / Packages  Lead  Service Contracts –
 Org Data Deployability  Service II  Opportunity Change process
 Multi-channel Customer  One Customizing  Service Contract Mgmt.  UX Experience II  Installation Mgmt.
Interaction Mgmt.  DB Model  Installed Base Mgmt.  Fiori Launchpad  PM integration
 Account & Contact Optimization for  Service (Package) Integration Mode  Sales II
Mgmt. Service Request / Quotation Mgmt.  Migration Services  SFA for service solutions
 Interaction Center Order / Confirmation,  Case Mgmt. I (packages)
 Service I Knowledge Article,  Leonardo integration for  Master data
 Territory Mgmt.
 Service Request Activity ticket & email migration
 Call Lists
 Service Order  UX Experience I categorization
 Groupware integration
 Service Confirmation  Visual Harmonization  Service Analytics I
 Compatibility Mode
© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ CUSTOMER Demo 142

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SAP S/4HANA 1709

Solution in Details Template | Enhanced Request to Service

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 2

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 4

 Governance, risk, and compliance

Sales Service Marketing and Commerce Asset Management R&D / Engineering

Migration Cockpit Service option (1709FPS1)

Advanced Var. Conf.

Sales Service Marketing and Commerce Asset Management R&D / Engineering

Service Parts Service Parts Service Parts

In scope 1709 FPS01 In scope 1809 To be decided

Technical Assets, Structures, and History Service Request Management

Service Billing & Settlement

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 8

Delivering a simplified SAP CRM Stack in SAP S/4HANA on premise

First release planned for Q1 2018 (1709 FSP1)

Sourcing and Inventory and Basic Invoice and

Accelerated Plan Production Inventory and

Inventory and Basic

Human Resources Time and Attendance

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 12

Service parts Service parts Service parts

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 13

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 14

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 16

Topic Description Mandatory Impact

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 17

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 18

See OSS Note 2269324 for details regarding Customer Service.

It states that the usage rights expire December 31, 2025.

Compatibility Compatibility Compatibility

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 19

SAP No functional equivalent

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 20

Delivering a simplified SAP CRM Stack in SAP S/4HANA on premise

First release planned for Q1 2018 (1709 FSP1)

SAP S/4HANA 1709 SAP S/4HANA

ERP CS C ERP CS C “Service Core” ERP CS C

SAP S/4HANA for

SAP S/4HANA for SAP S/4HANA for

Compatibility Scope Compatibility Scope Compatibility Scope

Service parts Service parts Service parts

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 25

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 26

 A legal entity is represented with one Business Partner

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 27

S/4 HANA BP transformation requires the following steps

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 28

– Field Extensibility and Process Extensibility out of the box

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 29

Company Code data

CVI Complex Interface Example: Customer Creation

Customer or Vendor specific data is routed through

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 30

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 31

Functional Changes Delta configuration:

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 32

Customer Benefits of the Capability Industry Suitability:

 IE07 – Multilevel Equipment List

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 34

 CLB3 – display Classification File parameter;’Effectivity is used

© 2017 SAP SE or an SAP affiliate company. All rights reserved. Customer 36

New user interface provides: