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SAP Enterprise Service Management
Efficient service delivery helps organizations drive down costs, improve productivity, and break down information silos.
What is SAP Enterprise Service Management?
SAP Enterprise Service Management is an omnichannel, unified approach to service delivery. It provides AI-powered customer inquiry and case management for efficient user engagements and resolutions.
With SAP Enterprise Service Management, remove complexities from the resolution process with unified service delivery and efficiency across the enterprise.
Break down organizational silos with connected, integrated inquiry flows
Resolve inquiries faster with AI-powered contextual processes
Respond quickly to changing business needs with business user configuration
Drives down total cost of ownership with unified service delivery
Sales and Service Innovation Spotlight
Learn about the latest AI functionality and product capabilities in our webcast.
Key benefits
Centralize service delivery
Drive efficiency—from inquiry to resolution. Easily execute scenarios by configuring inquiry and case management from a single desktop for service agents.
Add flexibility with AI-assisted automation
Help eliminate error-prone tasks, streamline processes, drive contextual insights, and speed resolution time using AI throughout service delivery.
Integrated and ready to use
Drive down total cost of ownership with pre-delivered scenarios and integration with SAP solutions such as SAP S/4HANA Finance and SAP SuccessFactors.
Key features
Service request management
Enable self-service for inquires and updates using SAP Build Work Zone or with pre-delivered widget and forms on your existing portal
Allow omnichannel, contextual inquiry resolution from a single workspace with a unified agent desktop
Break down departmental silos with AI-powered insights and collaboration
AI-assisted case management
Create case types and workflows that reflect your business with a visual case designer
Connect processes from enterprise systems to create necessary case and response flows
Speed up resolutions with generative AI that delivers an intuitive, process-led experience
Insights and analytics
Ensure service levels are met to drive operational excellence
Optimize business flows and processes based on operational insights
Enhance efficiency throughout the inquiry-to-resolution journey with KPI-focused analytics
HR service delivery
Manage HR service requests centrally including self-service, assisted, and in-person inquires
Streamline resolution processes with AI-enhanced workflows
Easily configure with out-of-box integration to SAP SuccessFactors
Financial shared services
Ensure invoice and payment inquiries are quickly addressed from a central workspace
Automate processing of financial service inquires with AI document extraction and flows.
Deploy quickly with out-of-box integration using SAP S/4HANA Finance
Pricing
SAP Enterprise Service Management webcast
Learn how to optimize service delivery across your organization.
Resources
SAP Enterprise Service Management for finance
See SAP Enterprise Service Management for finance in action.
SAP Enterprise Service Management for HR
Get inspired by the new SAP Enterprise Service Management solution for HR.
Technical information
SAP delivers a high-performance, cloud-native enterprise service management application built on the latest technology and embedded AI capabilities.
Installation and setup
Explore setup instructions to start running your SAP software quickly and confidently.
Configuration
Optimize the configuration of SAP Enterprise Service Management with comprehensive configuration guides.
Integration
Find out how to integrate SAP Enterprise Service Management with your existing IT landscape.
Road map
Explore planned innovations, future features, and new functionality with the road map for SAP Enterprise Service Management.