SAP SAM Edition 2005: Learning Map for Service Management Consultants

Transcription

1 SAP SAM Edition 2005: Learning Map for Service Management Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Step 2: Prepare for Your Project Learn which implementation tools, guides, and support are available Learn how to access the tools and content and how to get support RELATED WORKSHOPS LIVE EXPERT SESSIONS Q & A Open All / All Back to Top Update Your Core Competence - Must Know Service Management - Overview Open/ Duration: 1:40 hours At the end of this unit you will have an overall understanding of the Service Management solution and business processes. SAP Service and Asset Management - Overview SAP Tutor ebook Once you have completed this Tutor ebook, you will be able to: 25 mins (27 pages) Nov. 22, 2005 Explain the three building blocks of SAP Service and Asset Management (SAM) Understand how Service Parts Management fits into the SAM solution Describe a typical service ecosystem and how each SAM area fulfills specific needs within the ecosystem Name various successful reference customers and the major advantages when working with SAM Service Management - Part 1 SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to: 14 mins (10 pages) Provide a high-level overview of the service business in the manufacturing industry Explain the relevant challenges and business drivers Service Management - Part 2 SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to give an overview of: 15 mins (13 pages) SAP's solution for Service Management The value proposition to companies using SAP's solution for Service Management Strategic and tangible benefits and key differentiators Several customer success stories highlight the benefits achieved from the solution. mysap CRM Service Overview SAP ebook (PDF/MP3) 20 mins Once you have completed this SAP ebook, you will be able to explain the following functions of mysap CRM Service: Customer Service and Support Service Planning and Forecasting Resource Planning and Optimization Service Operations Management Note: Further details of mysap CRM Service are covered in the Learning Map "mysap CRM 2005". Introduction to mysap CRM 2005 Service SAP Tutor ebook

2 Once you have completed this SAP Tutor ebook, you will have an overview of the new features and enhancements in SAP CRM Service mins (24 pages) Service Sales and Marketing Open/ Duration: 2:22 hours At the end of this unit you will have an overall understanding of Service Sales and Marketing. Introduction to mysap CRM 2005 Marketing SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to describe the major enhancements of SAP CRM 5.0 Marketing. For details, see the presentations 'Detailed View of What's New and Enhanced with SAP CRM 5.0 Marketing' and 'Detailed View of Campaign Management'. Note: Further details of mysap CRM Service are covered in the Learning Map 'mysap CRM 2005' in the unit "Marketing". 12 mins (26 pages) What is New and Enhanced With SAP CRM 5.0 Enterprise Sales Presentation (PDF) 60 mins (62 pages) Once you have completed this presentation, you will be able to describe the major enhancements in SAP CRM 5.0 for Enterprise Sales. the unit "Sales". Detailed View of Opportunity Management and Sales Methodology Presentation (PDF) 70 mins (70 pages) Once you have completed this presentation, you will be able to explain and use Opportunity Management and the Sales Methodology both in the People-Centric and the SAP GUI. For Opportunity Management, see also the Learning Map "Field Applications" in the unit "Mobile Sales". the unit "Sales". Service Contract Management Open/ Duration: 0:07 hours At the end of this unit you will be able to give an overview of Service Contract Management. Introduction to Service Contract and Entitlement Management SAP Tutor ebook enhancements of Contract and Entitlement Management 5.0. For details see the Detailed View of Service Contract and Entitlement Management presentation. 7 mins (11 pages) Customer Service and Support Open/ Duration: 1:19 hours At the end of this unit you will be able to understand Customer and Service Support functions and features. Overview - SAP Interaction Center With mysap CRM 5.0 SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to explain the enhancements and new features in SAP CRM 5.0 Interaction Center. 14 mins (24 pages)

3 the unit "Interaction Center". E-Service With mysap CRM 2005 Presentation (PDF) 65 mins (63 pages) Once you have completed this presentation, you will be able to explain and demonstrate E-Service, including the architecture and following topics: Knowledge Management Request Management Complaints and Returns Management Live Customer Support Account Self-Service Installed Base Management Product Registration Appointment Scheduling Integration with Extended Configuration Management (XCM) Note: Further details of mysap CRM E-Commerce are covered in the Learning Map "mysap CRM 2005" in the unit "E-Commerce". Installed Base Management Open/ Duration: 2:15 hours At the end of this unit you will be able to explain Installed Base Management Tutorial for Installed Base Management (Coming Soon) SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to demonstrate Installed Base Management. Detailed View of Installed Base Management Presentation (PDF) 35 mins (32 pages) Once you have completed this presentation, you will be able to explain the main functions of Installed Base Management. Tutorial for iobject Enhancements Once you have completed this SAP Tutor ebook, you will be able to set up and use the enhancements of iobjects of SAP CRM 5.0. SAP Tutor ebook 70 mins (71 pages) Detailed View of iobjects Presentation (PDF) 30 mins (27 pages) Once you have completed this presentation, you will be able to explain the enhancements of iobjects of SAP CRM 5.0. Warranty and Claim Management Open/ Duration: 0:22 hours At the end of this unit you will be able to understand Warranty and Claim Management. Introduction to Complaints and Returns Management SAP Tutor ebook

4 enhancements of Complaints and Returns Management 5.0. For details, see the Detailed View of Complaints and Returns Management presentation (PDF). the unit "Service" and "E-Commerce". 15 mins (18 pages) Introduction to Service Contract and Entitlement Management (Incl. Warranties) SAP Tutor ebook enhancements of Contract and Entitlement Management 5.0. For details see the Detailed View of Service Contract and Entitlement Management presentation (PDF). 7 mins (11 pages) Tutorial for Warranty Claim Management Application (Coming Soon) SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to explain and demonstrate the Warranty Claim Management scenario. the unit "Service" under "Service Order Management". Field Service Open/ Duration: 1:15 hours At the end of this unit you will be able to understand Field Services. Introduction to Service Order Management SAP Tutor ebook enhancements of Service Order Management 5.0. For details, see the Detailed View of Service Order Management presentation (PDF). the unit "Service" and "Service Order Management". 10 mins (14 pages) Detailed View of Resource Planning & Optimization Presentation (PDF) 55 mins (46 pages) Once you have completed this presentation, you will be able to explain Resource Planning and how to optimize: Potential of the Resource Planning Application (RPA) Features of the Resource Planning Tool (RPT) Resource Appointment Scheduling Integration and the System Landscape Introduction to Mobile Service 5.0 Once you have completed SAP Tutor ebook, you will be able to explain and demonstrate the highlights of Mobile Service 5.0. For details, see the Detailed View of Mobile Service 5.0 presentation (PDF). the unit "Field Applications" under "Mobile Service". SAP Tutor ebook 10 mins (15 pages) Depot Repair Open/ Duration: 0:55 hours

5 At the end of this unit you will be able to explain the functions of Depot Repairs. Introduction to Complaints and Returns Management SAP Tutor ebook enhancements of Complaints and Returns Management 5.0. For details, see the Detailed View of Complaints and Returns Management presentation (PDF). the unit "Service" and "E-Commerce". 15 Mins (18 pages) Detailed View of In-House Repair Presentation (PDF) 40 mins (40 pages) Once you have completed this presentation, you will be able to explain and demonstrate the topics of the In-House Repair scenario: Order Management Logistics Integration Controlling Integration the unit "Service" and "in-house Repair". Service Parts Management Open/ Duration: 0:42 hours At the end of this unit you will be able to give an overview of Service Parts Management. Service Parts Management - Business View Presentation (PDF) 12 mins (18 pages) After completing this presentation, you will be able to: Nov. 23, 2005 Explain why to use Service Parts Management (SPM) and why now List the SPM business drivers Describe the major SPM business models Service Parts Management - Solution Enhancements 2005 Presentation (PDF) 30 mins (53 pages) After completing this presentation, you will be able to: Nov. 23, 2005 Give an overview of the Service Parts Management (SPM) solution Explain the enhancements in SPM Name various customer success stories Explain the business benefits of SPM Financial Management Open/ Duration: 0:14 hours At the end of this unit you will be able to understand Financial Management. SAP Financial Supply Chain Management - Overview SAP ebook (PDF/MP3) 14 mins This ebook gives a generic overview of SAP Financial Supply Chain Management. It provides information on the idea behind this product line, the business benefits and the components that SAP provides under SAP FSCM. This ebook contains a "Voice Over" which requires the newest Version of Acrobat Reader. A link to Adobe can be found under Viewer Software. Note: For further information about Financial Management please refer to the Learning Maps for "mysap Financials". Business Planning and Analytical Services (Coming Soon) Flashbook (SWF) Once you have completed this flashbook, you will be able to:

6 Explain the homogeneous analysis and planning interface Demonstrate the one and only generic planning tool for all solutions Use BW OLAP features (e.g. drill-down, alerting, calculated key figures, ) for planning Implement simplifications to your system operation using component consolidation Note: Further details of Business Planning are covered in the Learning Map "SAP NetWeaver 2004s" in the unit "Business Planning and Analytical Services". Analytics Open/ Duration: 1:10 hours At the end of this unit you will be able to understand Service Management Analytics features. Get an Overview of mysap CRM Analytics SAP ebook (PDF/MP3) 30 mins Once you have completed this SAP ebook, you will be able to: Explain how mysap CRM Analytics is an integral part of the complete CRM solution Use the analytical methods provided Describe the analytical scenarios Note: This ebook contains spoken text that requires at least Adobe Acrobat Reader 6.0. A link to Adobe can be found under Viewer Software. Tutorial for Service Analytics SAP Tutor (SIM) 20 mins (42 steps) Once you have completed this SAP Tutor session, you will be able to explain and demonstrate the new features in CRM Service Analytics 5.0. the unit "Service" and "Service Order Management". Introduction to Campaign Analysis SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to explain and use campaign analysis. For details, see the Detailed View of Campaign Analysis presentation (PDF). the unit "Marketing". 5 mins (7 pages) Introduction to Lead Analysis SAP Tutor ebook Once you have completed this SAP Tutor ebook, you will be able to explain lead analysis and the enhancements of SAP CRM 5.0. For details, see the Detailed View of Lead Analysis presentation (PDF). the unit "Marketing". 15 mins (13 pages) Business Planning and Analytical Services (Coming Soon) Flashbook (SWF) Once you have completed this flashbook, you will be able to: Explain the homogeneous analysis and planning interface Demonstrate the one and only generic planning tool for all solutions Use BW OLAP features (e.g. drill-down, alerting, calculated key figures, ) for planning Implement simplifications to your system operation using component consolidation Note: Further details of Business Planning are covered in the Learning Map "SAP NetWeaver 2004s" in the unit "Business Planning and Analytical Services".

7 Summary Open/ Summary After completing the section above, you should: Discuss open issues in the Live Expert Sessions Equip yourself for onsite work in Step 2: Prepare For Your Project Do you think you are now ready for your next project? Yes No, because Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map