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Product and Topic Expert
Product and Topic Expert
Welcome back. This is the contiuned part from the blog of release highlights of SAP S/4HANA Cloud 1911 - Service (part1). Let me provide more highlights on Service order management.

Enhancements in Service Order Management (Scope item : 3D2)

  • Introducing app ‘Manage Service Quotations’

In 1911, we introduce service quotations so that service managers can send their customers the estimated cost and required service conditions before placing a service order.

A service manager creates a service quotation with the estimated price on the requested service date and send a PDF file per mail, which we can configure the right contact and email address. When the customer comes back with disagreement of certain items, it can be edited and re-send. When all agreed, she can click ‘accept’, then a Service order will be  generated automatically. The details are based on the agreed conditions, so she can work on it further for next steps. What’s more is that the overview will show the quick look at the all service quotations, service managers can drive actions based on the process status.

Watch a quick demo


  • Harmonized app for Service Orders and Service Confirmations

In 1911, service orders and service confirmations are combined in a single working area. There were two separate apps until 1908, and now this process can be done in one app ‘Manage Servicer Orders’. From the same screen of Service order, you can create a service confirmation and you can check both on the same screen. It is also good to have bar charts on the header, providing the quick glance on the planned and actual status.  It is now much easier to have consolidated view on the life cycle of the service order and drive actions based on that.

Enhancements in Service Contract Management (Scope item: 3MO)

Service contract management have also new features. We can print out service contracts to send out. It is also possible to change sold-to party on an active service contracts. Especially we can now measure service quality with Service Level Agreements. This will help to set the right expectations by having standard SLAs that determine the delivery of contract-based services and control the pricing of services according to the chosen service level.

Integration to SAP FSM (Field Service Management) - Scope item: 49X

The last highlight is the integration of the back-end service in S/4HANA Cloud to the front-end solution, SAP Field Service Management. This integration enables a faster delivery of field services, which will help to provide more efficient customer services. Once a service order is released in S/4HANA Cloud, a service call and the corresponding activities are automatically created and can be assigned to technicians in SAP Field Service Management. When the activity is completed, this completes the service back in S/4HANA Cloud.

You can also watch

  • Early Release Webinar Series here

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