Week 2: Set Up and Try out SAP’s Mobile Solutions

Unit 4: Transform Maintenance and Service

Execution for Technicians
Transform maintenance and service execution for technicians
Challenges in asset service and maintenance

Static planned and reactive maintenance policies

established on installation, not dynamic to operating conditions

Silos across the supply chain and enterprise increase

operational costs and downtime and reduce service levels

Changing roles of manufacturer, operator, and service

providers with increasing complexity of products and services

Inability to connect data signals from ‘smart’ assets with

maintenance and service processes to predict future needs

Constrained resources, use of 3rd parties, and dynamic

demand impact service with increasing costs

Changing worker dynamics with remote work, lack of skills,

and need for sustainable and safe operations

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Transform maintenance and service execution for technicians
End-to-end service and asset management process

Identify Analyze and

Work Improve
Asset
Management

Schedule and
Dispatch

Plan, Optimize, Execute

and Orchestrate

Sell, Contract Analyze, Invoice,

and Engage and Extend
Service
Management

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Transform maintenance and service execution for technicians
Introduction to SAP Service and Asset Manager

Cloud-based solution to transform enterprise Maintenance Technician

business processes on a mobile experience
▪ Mobile-enabled processes integrated with enterprise
systems enable easy and timely execution on the go
– Persona-centric app approach for Maintenance,
Service and Inventory component
– Native integration with SAP S/4HANA Asset
Management on-premise, private cloud edition and public
cloud (SAP Maintenance Assistant) and SAP Enterprise
Asset Management Field Service Technician Inventory Clerk

▪ Ready-to-use, extensible iOS, Android and Windows

app integrated with native mobile features and services
▪ Easy configuration by leveraging SAP Mobile Services on
SAP Business Technology Platform and the mobile
development kit, providing online and offline access

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Transform maintenance and service execution for technicians
Platform and architecture

MDK SAP Business SAP S/4HANA

Application Client Technology Platform On-Premise, PCE,
Extended and ECC
Metadata Runtime Mobile Services
Mobile Application
Mobile SDK App Definition Integration Framework
(mobile addon)
Lifecycle
App SDK Cloud
Offline Connector

Custom Controls SAP S/4HANA Asset

Management 1610+
OR
Native OS ECC 6.0 EHP 7 SP14

SAP Business Application Studio

with MDK editor plug-in (CF)
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Transform maintenance and service execution for technicians
Extensibility concept of SAP Service and Asset Manager

Predefined components of base application:

Quality Partner
Management
Create your own self-contained
Customer components
Service Partner

SAP Service and Define integration points via

Meter Asset Manager Extensions component integration mapping

Field Operations Merge component definitions

worker
Customer with base application during
build time
Crew

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Transform maintenance and service execution for technicians
Persona-centric app approach

Maintenance Technician Field Service Technician Inventory Clerk

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Transform maintenance and service execution for technicians
Functional overview for maintenance technician

Reactive
Corrective or breakdown
Maintenance technician
Proactive Process on mobile device
Maintenance plan

Predictive
IoT, ML
Trigger

Schedule Receive, Order

Order
and Perform the Close and settlement
Monitor and
planning prepare, and analyze
dispatch work confirm the work and closure
accept work
Notifications Operations Time recording
Work orders Measurement Material consumption
readings
Planner or scheduler Inspection rounds Back office
Notes / Follow-up
Attachments
Spare parts
PRT Damage catalogs
Materials management

GIS & map visualization

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Transform maintenance and service execution for technicians
Functional overview for field service technician

Field service technician

Customer Service
Process on mobile device

Plant Maintenance

Trigger

Service Schedule Receive, Service Service order

order and Service completion and confirmation
Handover to
prepare, and customer billing
planning dispatch execution and closure
accept work confirmation
Service notifications Operations Time recording

Service orders Attachments Material consumption

Planner or scheduler Spare parts Expenses & mileage
Back office
Map, route & directions Check-out report

Vehicle management Signature

Contracts

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Transform maintenance and service execution for technicians
Functional overview for inventory clerk

Sales & Distribution

Project System Inventory clerk
Production Planning
Plant Maintenance Process on mobile device
Customer Service
Materials
Management
Trigger

Material and inventory Inbound Storage and Outbound Material and inventory
demands processing operations processing synchronization

Purchase orders Physical inventory Reservations

count
Inbound delivery Outbound delivery
Stock transfers
Back office Production orders Back office
Purchase orders
Stock transport order
Ad hoc goods receipt Ad hoc goods issue

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Transform maintenance and service execution for technicians
Prerequisites for SAP Service and Asset Manager

Required SKU for SAP Service and Asset Manager:

▪ 8012304 – SAP Service and Asset Manager

Required backend ERP software:

▪ Runs with SAP EAM (PM/CS) or SAP S/4HANA Asset
Management as the backend solution (on-premise or PCE)
– ECC 6.0 EhP7 SP14 or higher
– SAP S/4HANA 1610+

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Transform maintenance and service execution for technicians
Demo of SAP Service and Asset Manager

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Transform maintenance and service execution for technicians
What you’ve learned in this unit

▪ Challenges in the asset service and maintenance

area and the overall end-to-end process
▪ Solution overview of SAP Service and Asset
Manager app including further insights into the
persona-centric app approach and extensibility
▪ Using SAP Service and Asset Manager app on a
mobile device

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Thank you.
Contact information:

[email protected]
Follow all of SAP

www.sap.com/contactsap

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