Services Tab

The Services & Support dashboard's Services(opens in new tab) tab helps you with viewing your booked Services to monitor their milestones and status. Services are listed for Enterprise Support, Preferred Success, and Premium Engagement. It also provides a centralized view to review pre-packaged services, request service delivery, and track delivery progress.
 


Procedure

From the sidebar, select Services & Support → Services tab.

It has a Services Overview List card, a Pre-Packaged Services card, and a Quick Access card.
 

Services Overview List Card

Table functions

  • Sort the list of Services by any attribute by clicking the  icon in the column header.
  • Apply your required toolbar functions such as:
    • Search
    • Filter by Sub-Solution Area
    • Group by:
      • Line of Service
      • Engagement
      • Project
      • Service Type & ID
      • Service
      • Status
      • Sub-Solution Area
      • Requested Delivery Date
      • Confirmed Delivery Date
      • Go-live Date
      • Excel Export

Table content

  • Line of Service – Enterprise Support, Preferred Success, or Premium Engagement.
  • Engagement – Engagement description and ID
  • Project – Project Description & ID
  • Service Type & ID – Service Request or Service Order with the ID.
  • Service – Service description.
  • Status – The services pass through different statuses:
    Planned, Proposed, Delivery preparation, Delivery confirmed, Delivered, and Cancelled.
  • Sub-Solution Area
  • Sessions – Number of Sessions that belong to the Service. Clicking the number link opens a popover with Delivery Date and Status per Session.
  • Requested Delivery Date
  • Confirmed Delivery Date
  • Go-Live Date

Pre-Packaged Services Card

  • Review Entitlements – See the Pre-Packaged Services available to your company.
  • Request Delivery – Initiate delivery of any available Pre-Packaged Service.
  • Track Delivery – Get an overview of the service delivery status.

Table functions

  • Sort the list of Services by any attribute by clicking the corresponding column header icon.
  • Use any of the following toolbar functions:
    • Search
    • Filter and Group by 
      • Contract ID
      • Service Name
      • Delivery Status
      • Delivery Start Date
      • Last Call-off Date
    •  Excel Export

Table content

  • Contract ID
  • Service Name
  • Delivery Status – Not Started, To be Dispatched, Delivery Requested, Delivery in Progress, Delivery Completed
  • Delivery Start Date
  • Additional Notes
  • Last Call-off Date
  • Request Delivery – Initiate service delivery by filling in the Requested Delivery Date and, optionally, Additional Notes. An SAP representative will contact you promptly.

Once you submit a delivery request, the dialog displays a progress bar. The Delivery Status column updates automatically when the delivery is complete.

If the status has not yet updated, a Pending indicator appears in the row. Select Refresh to view the latest status.

Quick Access Card

Service Offerings

Book your Enterprise Support Cloud Edition Continuous Quality Checks.

Open Service Offerings(opens in new tab) to book Enterprise Support Cloud Edition Continuous Quality Checks (CQCs) for your cloud products, and to check the status of new, cancelled or delivered CQC service orders. 

Viewing Service Orders

The Service Order Overview screen shows the list of all CQC service orders that are in New, Delivery preparation, Delivery confirmed, Delivered or Cancelled status.

To view service orders: 

  1. Select All, Open, or Delivered to filter CQC service orders requested by anyone in your company.  
  2. Use Personalization to personalize the service orders table content by: 
    • Service Order ID 
    • Service Name 
    • Description 
    • Created On 
    • Status 
    • Contact Person 
    • Creator 
    • Service Result
    • Confirmed Delivery Date 
    • Go Live Date 
    • Requested Delivery Date 

Note:  The field Service Result gives a Link to the CQC service if already delivered.  

Creating New Service Orders

To book new CQC services for your cloud products:

  1. Click Create Service Order.
  2. From the dropdown, select the related Sub-Solution Area.
    Only cloud products that your company has purchased will be available for selection. 
  3. In the Available Services table, select the relevant CQC Service Name.
    The Select Service card lists the services that are available for the chosen Sub-Solution Area.

    Table Content:
    • Service Name 
    • Link to Product Factsheet 
    • Service Order Information tab which has the following automatically determined fields – Service Order ID, Service Name, Creator, and Status.
  4. Give a Description of the CQC.  
  5. Select a Main Tenant.

    The Tenants and Solutions table is populated, content listed below:
    • Tenant/Solution 
    • Tenant Description 
    • System Role 
    • System Usage 
    • Actions 

      Note:  In some solutions, such as SuccessFactors, you can add additional tenants using the Add Tenants button. You are also able to identify multiple modules using Actions. 
  6. Choose a Requested Delivery Date. 
  7. Must be at least 4 weeks in the future. 
  8. Give your Go-Live Date (optional). 
  9. Verify the correct Contact Person is shown. If not, select another valid Contact Person from your company. 
  10. Validate all fields are correct and hit Submit
  11. The Service Order ID determines automatically. 
  12. In the Service Components tab → Service Components table, has the following automatically determined fields – Item No. Session Name, Confirmed Delivery Date.
  13. Return to the Service Order Overview by clicking Exit.

Note:  If you need help with your service booking, you can use the highlighted Create a Case link. If you are booking a public cloud CQC, the component area should be SV-ES-SAC. 

Editing Service Orders

To edit an existing Service Order:

  1. Navigate to the Service Order Overview screen.  
  2. Select the Service Order to edit.
    Note:  You are only able to edit Service Orders in New status.
  3. Choose either Edit or Cancel Service Order.
    • Edit

      If editing, the following fields can be edited:
      Description
      Main Tenant
      Requested Delivery Date
      Go-Live Date
      Contact Person

      To save your edited fields, click Submit.

      Note:  If you need help with your service booking, you can use the highlighted Create a Case link. If you are booking a public cloud CQC, the component area should be SV-ES-SAC. 

    • Cancel Service Order 

      1.  Navigate to the Service Order Overview screen.  
      2.  Select the Service Order you would like to cancel.
           Note:  You are only able to cancel Service Orders in New status.
      3.  Select Cancel Service Order and choose Confirm.
      4.  Navigate to the Service Order Overview screen.
      5.  Update your Service Order filter from Open to All.
           Note the status is now Cancelled.