Module 1: Service Management Overview

This chapter introduces the student to the concept of the Service Management functionality, and overall structure of the Service Management application area.

Lessons

• The Vision for Service Management
• The Structure of Service Management
• References

After completing this module, students will be able to:

Module 2: Service Management Setup

This chapter focuses on the preliminary setup process. Before you can start creating service orders, signing contracts, adjusting service prices, and so on, you need to set up the Service Management application area.

Lessons

• Role Center Setup
• The Service Management Setup Window
• Time Management and Planning Setup
• Service Order Setup
• Service Item Setup

Lab: Establishing Rules for Service Orders and Service Contracts

• Set up automatic e-mail warnings for the response time
• Set up which information is obligatory on service documents
• Set up default values for managing service
• Set up features regarding service contracts

Lab: Setting Up Service Zones and Working Hours

• Create a work hour template
• Set up skills
• Create a travel cost
• Create a service zone

After completing this module, students will be able to:

Module 3: Service Items

In the Service Management application area, the term