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Service management

Service management software from SAP connects every customer touchpoint to operations, delivering unified service resolution.

Integrated services are a vital, vibrant part of your business’s future

Continuous delivery of service experiences inspire loyalty and grow revenue and margins while reducing your environmental impact.

It’s time to get serious about services

Inspire customer loyalty by continuously delivering a proactive, immersive service experience. Learn how to stave off commoditisation and make sustainability a differentiator by replacing one-time product sales with ongoing, efficient servitisation models with a boost in asset performance to improve both output and environmental impact.

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Reinvent service models

Grow revenue by delivering innovative service offerings and delivering your products to customers as a service.

Deliver service precision

Reduce costs and improve your customer experience by optimising and mobilizing resources for efficient service delivery.

Revolutionise equipment performance

Increase business performance and extend equipment life through technology-fuelled proactive service and optimisation.

Explore service management solutions from SAP

A service transformation that delivers strategic and operational goals is brought to life with service management software from SAP.

Offering and sales

Extend your commercial service offerings with enhanced subscription management throughout the subscriber lifecycle – from quotation to payments and everything in between.

SAP S/4HANA Cloud for Service 

Service contract management

Deliver customers the same great experience, whether you’re fulfilling a single service or a complex bundled offering. fulfil contractual agreements with the right mix of materials and human resources, and use logistical and financial insights to lower costs.

SAP S/4HANA Cloud for Service 
SAP Service Cloud 

Customer engagement

Provide great omnichannel service experiences with a user-friendly agent workspace that connects channels, data and tools. Speed up issue resolution with cross-departmental case management that applies the right expertise to resolve customer issues.

SAP Service Cloud 

See how customers are succeeding with SAP

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See what analysts are saying about service management

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Agentic AI is changing the game for service

Explore how agentic AI is transforming service delivery, empowering technicians, and reshaping customer relationships.

Read the white paper 
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AI-driven leadership in field service management

Learn how innovation, scalable design, and customer impact positioned SAP as a Leader in IDC’s 2025 MarketScape for AI-enabled field service management applications.

Read the report 

See how service management solutions from SAP can help your industry

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Consumer products

Read how to exceed diverse consumer expectations with dynamic, connected, and trusted services.

Read the solution brief 
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Industrial manufacturing

Learn how to protect operations and create revenue streams with dynamic, sustainable services.

Read the solution brief 
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Utilities

Download the brief and learn how to build new business models based on connected services.

Read the solution brief 
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High tech

Read how you can expand revenue potential and build customer loyalty with dynamic and connected services.

Read the solution brief 
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Automotive

Access the brief and learn how to unlock brand value with mobility services that reflect evolving customer preferences.

Read the solution brief 

Build a business case

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Deliver exceptional customer service

Learn how to use SAP Business Suite to address key challenges in service management.

Watch the video 

Resources

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Frequently asked questions

Service Management software from SAP is uniquely positioned to facilitate a service transformation that delivers strategic and operational goals. At SAP, we are enabling our customers to offer a superior customer experience through service innovation; building flexible service processes; understanding and acting on customer, partner, and employee sentiment; and managing environmental impact – to grow more resilient, more profitable, and more sustainable.

  • Shift from products to services and offer the best outcomes to your customer’s business

  • Shift from reactive to proactive service and don’t wait anymore for service tickets

  • Deliver service excellence at the lowest-possible cost with increased automation, collaboration, and work management enabled by intelligent technology

  • Close the loop from service feedback to product design and allow continuous product improvement and service development

  • Reinvent service models and grow revenue by delivering innovative service offerings and products as a service

  • Use advanced scheduling technology, including artificial intelligence (AI) to deliver service precision

  • Revolutionise equipment performance and extend asset life by shifting from a reactive to proactive service

  • Establish the circular economy, managing de-commissioning and MRO to maximise re-cycling, parts re-use, and feedback for design

  • Optimise technician travel time and first-fix rates to minimise vehicle CO2 emissions

  • Run assets at optimal performance to minimise energy consumption and extend their lifespan, and minimise environmental risk

Businesses that move faster than their competition benefit the most, making the potential to accelerate change and innovate service through digital transformation an executive priority.

IT Service Management (ITSM) is limited to a set of processes, policies, and tools used to manage the delivery of IT services to customers. Service management software from SAP, on the other hand, casts a far wider net. It seeks to connect customer touchpoints to operations across a range of areas, including customer service, service operations, field service, asset management, and more. The goal is to enable a unified approach to service resolution that builds trust with customers and delivers a satisfying experience.

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