Service Customer
IDES provides services for external customers. Long-term contracts exist for specific customers to process the service agreements.
Customer number |
Name |
Service contracts |
1032 |
Institute for Environmental Studies |
Yes |
1034 |
ERL Freiburg |
Yes |
1171 |
Hitech AG |
No |
1172 |
CBD Computer Based Design |
Yes |
1177 |
Computer Competence Center AG |
No |
2141 |
Jasper’s Computer |
Yes |
Service Objects
Equipment
IDES uses equipment as technical reference objects for services. An equipment master record exists for each workstation delivered to a customer. This means that each work station is an individual, physical object, which is viewed individually from the service perspective. The equipment master record also has serialization data (a unique combination of material number and serial number). This ensures that the equipment is also recorded for stock purposes as a serialized material.
Functional Locations
The equipment delivered to the customer is included in a functional location. The functional locations are used to organize the customer’s company structure according to functional and spatial viewpoints. Assuming that a hierarchical structure exists, the following list shows the highest level of the relevant location hierarchy.
Functional Locations |
Description |
1171 |
Hitech |
1172 |
CBD Computer Based Design |
1177 |
Computer Competence Center AG |
1032 |
Institute for Environmental Studies |
1034 |
ERL Freiburg |
2141 |
Jasper’s Computer |
Bills of Materials
The BOM of this material is used to describe the structure of the service object. This material BOM is indirectly assigned to each equipment through the construction type entered in the equipment master record. The BOM is also used to enter components and spare parts in Service Management.
The following list describes the BOM of material R-1001:
Material |
Description |
R-1001 |
Maxitec R-3100 Personal Computer |
Component |
Description |
R-1111 |
Main circuit board 3100 |
R-1120 |
Cable 220/235 V with safety plug |
R-1130 |
Keyboard, English international |
R-1140 |
PAQ screen, 17", color |
R-1150 |
Floppy disk drive, 3.5", HD |
R-1160 |
Hard disk, 4.3 GB |
R-1170 |
Slimline PC casing |
Service Products
The services provided by IDES are described as service products using a product master record. In those cases in which the characteristic attributes of the given service have varying characteristics, the services are offered as either configurable or pre-configured products.
The following list shows the material numbers of the service products used in the IDES services:
service product |
Description |
Comment |
HOTLINE_SERVICE |
Hotline service |
Configurable |
HOTLINE_SERVICE_A |
Hotline service package A (Mo-Fr/3h) |
Pre-configured |
HOTLINE_SERVICE_B |
Hotline service package B (24h/3h) |
Pre-configured |
PC_SERVICE_CONF |
PC Service |
Configurable |
PC_SERVICE_CONF |
PC Service plus |
Pre-configured |
REPAIR_SERVICE |
Desktop repair service |
|
INSPECTION_SERVICE |
Inspection service |
Configurable |
SM-PCREP |
PC repair |
|
SM-NETINST |
Network installation |
Configurable |
Service Contracts
IDES contains all the service contracts listed in the table below. The table lists the customer number and the characteristic attributes of each contract. The technical reference object of the contracts is the functional location. Provided that a location hierarchy exists, the highest level of this hierarchy is the reference object. The contract therefore comprises all equipment included in a functional location of the customer.
Document number |
Customer |
Characteristic attribute |
40000073 |
1032 |
Configurable service product Transfer from response profile and service profile to service notifications Variant conditions Price agreement in the form of a percentage discount for individual spare parts Reference object = functional location 1032
|
40000074 |
1034 |
Configurable service product Transfer from response profile and service profile to service notifications Variant conditions Price agreement in the form of a percentage discount for individual spare parts Reference object = functional location 1034 |
40000075 |
1172 |
Pre-configured service product Transfer from response profile and service profile to service notifications Price agreement in the form of a percentage discount for the material group "spare parts" and for individual spare parts; Condition exclusion for transfer to spare parts orders or for resource-related billing Reference object = functional location 1172 |
40000076 |
2141 |
Simple service product Price agreement in the form of a 100 % discount for the material group "spare parts" Reference object = functional location 2141 |
Periodic Billing and Settlement
The service contracts available in IDES are billed and settled monthly by job processing. This automated periodic billing and settlement ensures that the sales information system and Profitability Analysis are continually supplied with data from Service Management.
The billing and settlement is executed by the jobs SM_01 and SM_02, which are automatically started by the system at the beginning of each month with the user name IDADMIN (see System ® Services ® Jobs ® Job Overview).