SAP Service Management –

Master Data
Prepared By:
Peeyush Gupta (guptape@us.ibm.com)
5th Dec’2018
2 Agenda

1. SAP Concepts
 Material and Serial Number Combination
 Serial Number Profile
 Equipment Master
 Work Centers
 Task Lists
 Service BOMs
 Warranty Master

2. Key SAP Transactions in Service Management

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3 Tech Services in the SAP Quote To Cash Flow

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4
Material and Serial Number Combinations
 Serial Number is a number assigned to an individual material item in addition to its
material number.
 The combination of material number and serial number is always unique.

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5
Serial Number Profile

1. Serial number profile assigned to

material master at plant level
2. Serial number profile controls the
following via customizing:
A. Business transactions for which a
check is performed
B. Existence requirement for serial
number
C. Automatic creation of the serial
number
D. Existence requirement for pieces of
equipment
E. Equipment category

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Serial Numbers in Sales and Customer Service
1. Serial material is to be delivered to the
customer on the condition that it can be
uniquely identified.
2. When the material is linked with a
serial number profile that has been
defined accordingly, the serialization
occurs automatically upon Post Good
Issue, meaning the serial numbers are
assigned to the individual pieces. If the
setting for equipment requirement is
made in the serial number profile, an
equipment master is created
automatically upon goods issue
together with the serial number.
3. If the customer makes a complaint, a
Service Notification or Service Order
can be recorded for the piece of
equipment. SAP Service Management
 Material and Serial Number with Equipment Master
7

1. Two options available for linking the

equipment, material and serial number:
A. Material and serial number can be assigned
to an existing equipment master
B. The system creates the material and serial
number automatically during a posting
2. Assigning an equipment to a serial number
enables the equipment to be managed from
an inventory management perspective
3. Equipment and serial number can be
synchronized with each other
4. Material and equipment master can be
synched via Construction Type field in the
equipment master

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 Equipment Master
8

 Equipment used to represent independent central individual objects for which a

history is created for the purpose of Service Management
 Equipment can be independent individual objects (e.g. tools, vehicles etc.) or an
installed aggregate at functional location (e.g. pumps, motors, or gears)
 Equipment contains the following information:
 Views in Material Master
 History
 Installation Specification
 Change Update
 User Status
 Partner

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9 Equipment Hierarchy
1. Use equipment hierarchy functionality
to suite individual requirements
2. Pieces of equipment can be installed in
another piece of equipment

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10
Partner on Equipment Masters
 Partners can be maintained on the equipment masters, e.g. sold-to,
ship-to

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 Work Centers in Service
11

 People or group of people

performing the service activities
are defined as work centers in the
system
 Entered as main work center in
the header of the Service
Notification or Service Order
 Exactly one performing work
center is entered in each
processing operation

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 Contents of Work Center Master
12

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Task Lists

 Task lists are templates to determine the operations, components and utilities for Service
Orders
 Task lists can be used to plan labor, materials, and tools
 There are three types of task list:
 Functional Location task list describing the tasks to be performed at a particular functional location
 Equipment task list describing tasks to be perform on a specific piece of equipment
 General task lists whic are not assigned to a functional location or specific equipment. Instead they are assigned
to a material number as construction type or assembly. General tasks lists can be performed on several objects

 The system can also propose a task based on the Service Product

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14 Task List Structure
1. Task list header with description, plant
assignment, equipment or material as
construction type/assembly, planner
group, and service work center
2. The task list contains one or more
operations, which are individual steps
executed by internal or external
employees
3. Sub-operations can be performed if more
extensive structuring is required
4. Components can be assigned to each
operation. These can be stock or non-
stock materials

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Selecting Task List
 When a service order is created,
all the operations in a task list
may be copied to the order or
just individual operations
 The tasks list copied can be
selected according to the
following criteria: Direct entry
of the task list, object related
task list, general task list for the
assembly, general task for the
object structure, and general task
lists of all types
 When the operations are
transferred, the work center in
the operations can be replaced if
required

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Service BOMs
1. Different types of BOM
A. Production BOM
B. Costing BOM
C. Sales BOM
2. Maintenance / Service BOM for
Functional Location, Equipments,
or Material BOM Construction
Type
3. Maintenance / Service BOM type is
different from the other BOM types
since it only contains items relevant
to repair, services or maintenance
4. Maintenance / Service BOM is
assigned to a Functional Location,
Equipment or Material Construction
Type
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 Service BOM Assignment to Equipment
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1. A Service BOM can be assigned to an

Equipment in two ways:
2. For direct assignment a bill of material is
created directly for the equipment object
3. For indirect assignment, the BOM is
assigned to the equipment master using a
material master record.
A. The assignment is made in the master
record for the technical object by
entering the material number in the
Construction Type field
B. This way the BOM is dependent on
the material and not directly on the
object
C. This is advisable if several objects
exist for the same construction type
D. It’s not required to create an
equipment BOM for each individual
object – all object of the same
construction type use the same
material BOM
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 Master Warranty
18
 A master warranty can be assigned to serial number, equipment masters, and functional locations
 For direct assignment a bill of material is created directly for the equipment object

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 Key SAP Transactions in Service Management Master
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Data
 Create Service Notification – IW51  Issue Materials against Service Order – MIGO
 Change Service Notification – IW52  Confirm Labor against Repair Order – IW42
 Display Service Notification – IW53
 Create Delivery Repaired Item – VL01N
 List Service Notifications – IW58 / IW59
 Create Repair Order – IW52 / VA01
 Change Outbound Delivery – VL02N
 Change Repair Order – VA02  Display Outbound Delivery – VL03N
 Display Repair Order – VA03  Create Billing Document Request – DP90
 Create Service Order – IW31 / VA02
 Create Billing Document for Repair – VF01 /
 Change Service Order – IW32
VF04
 Display Service Order – IW33
 Settle Cost of Service Order – KO88 / KO8G
 List Service Orders – IW72 / IW73
 Receive against Repair Order – VL01N
 Change Return Delivery – VL02N
 Display Return Delivery – VL03N
 Print Shop-Floor Paper Service Order – IW3D SAP Service Management
20 THANK YOU
For any questions or clarifications, please reach out to the author.