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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.

Service management ecosystem
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 fueled proactive service and optimisation.

Product Overview

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


Omnichannel service with modern agent workspace 
Provide great omnichannel service experience with a user-friendly agent workspace connecting channels, data and tools. 

Service connected to value chain
Drive faster resolution and increase efficiency by connecting customer service to the value chain.

Case Management
Speed up issue resolution with cross-departmental case management that applies the right expertise to resolve customer issues. 

SAP Service Cloud empowers our service agents with the knowledge they need to provide an efficient and rapid response to inquiries from fleet managers. This helps us meet our SLA commitments and improves customer satisfaction.

Monika Szabo, Team Leader Service Desk EMEA, Goodyear Proactive Solutions 


Service master data and agreement management
Get information at your fingertips, such as customer data, commercial agreements, service history, and maintenance plans.

Service operations management
Give a great experience to customers across planning, scheduling, parts provisioning, service work, and billing.

Service parts management
Optimise spare parts use and availability with integrated, efficient planning, procuring, fulfilment, and storing processes.

By automating nearly all of our manual operations, our digital transformation with SAP S/4HANA has enabled new levels of efficiency, giving us competitive advantage.

Alp Güldür, IT Director and Digital Leader, Eczacıbaşı Building Products


Workforce scheduling and dispatching
Optimise scheduling, planning, and dispatching in real time with tools based on
artificial intelligence (AI).

Analytics, reports, and dashboards
Recognise issues and make decisions to resolve them quickly by using standardised and customised analytics and reports.

Mobile field service
Manage existing work and asset data whether you’re online, offline, or occasionally

Through investment in a new IT platform and a service architecture based on SAP S/4HANA, Siemens Gamesa is ready for the future, with the ability to provide new and improved business models and services for our customers.

Alan Feeley, CIO, Siemens Gamesa Renewable Energy S. A.


Collaborative service ecosystem
Grow your workforce from your own proven and trusted network of service professionals.

Skills and qualifications management
Give customers the best professional service possible anytime and anywhere.

AI-enabled scheduling and technician empowerment
Dispatch technicians to service requests in real time and manage tasks until completion.


Work order management
Manage work orders along with notifications, time, parts, measurement readings, and attachments.

Compatibility with multiple devices
Take advantage of the ease of using a mobile device and the back-end flexibility of a modern asset management solution.

Mobile asset management
Manage existing work and asset data online, offline, or with intermittent Internet connection.

With SAP Service and Asset Manager, we’re eliminating paper-based processes out in the field. Our workers can access the data they need as well as capture real-time information regarding work completion and trackability back into the SAP system.

Laura Musgrove, Global Business Solutions for Operations, Freeport-McMoRan Inc.


Risk estimation and evaluation
Estimate and assess risk to select fit-for-purpose reliability methodologies and improve the productivity of your team.

Proven reliability methodologies
Develop asset strategies based on failure-mode effects analysis and reliability centered maintenance and optimise outcomes.

AI-based predictive maintenance
Determine an equipment’s failure curve based on calculated probabilities and estimate the remaining useful life.

See how customers are succeeding with SAP

What are analysts saying about service management software from SAP?

Tap into new sources of revenue and sustainability

Sharpen your competitive edge and achieve your sustainability goals by transforming service management practices with innovative product-as-a-service models.

Inspiring customer loyalty and driving business growth

Read the latest white paper by IDC on service excellence to uncover how executives in select industries establish the service life cycle that inspires customer loyalty and drives business growth.

Turn services into a vital and vibrant part of your business

Stand out and grow using innovative service models

Find out how servitization can differentiate your business, increase profits, and boost equipment performance. 

Resource Center

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 best outcome 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.

Questions? Get in touch!

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