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IUT110 Introduction to the IS-U/CCS System IUT110

Release 463 25.09.2003

IUT110 Introduction to the IS-U/CCS System..................................................................................................................1 Copyright.......................................................................................................................................................................2 SAP Utilities (IS-U/CCS)..........................................................................................................................................4 Course Prerequisites...................................................................................................................................................5 Target Group..............................................................................................................................................................6 Course Goals..............................................................................................................................................................7 Course Objectives......................................................................................................................................................8 Course Content...........................................................................................................................................................9 IS-U/CCS: Overview.....................................................................................................................................................1 IS-U/CCS Overview: Unit Objectives.......................................................................................................................2 IS-U Overview: Business Scenario............................................................................................................................3 mySAP.com: Overview.............................................................................................................................................4 Workplace Internet Business Framework..................................................................................................................5 mySAP Utilities: The Comprehensive Solution........................................................................................................6 Customer Relationship Management (CRM)............................................................................................................7 Business Information Warehouse (BW)....................................................................................................................8 Functional Scope of the IS-U System........................................................................................................................9 Integrated and Open System Landscape..................................................................................................................10 IS-U/CCS Business Processes.................................................................................................................................11 Synchronized Business Objects...............................................................................................................................12 Marketing and Sales Process...................................................................................................................................13 System Infrastructure CRM, BW and mySAP Utilities..........................................................................................14 IS-U/CCS - Integration Model.................................................................................................................................15 The Strengths of mySAP Utilities............................................................................................................................16 Solutions for the New Industry Market Model........................................................................................................17 Deregulated Market: Business Perspective..............................................................................................................18 Sales and Marketing in IS-U/CCS (1).....................................................................................................................19 Sales Processing.......................................................................................................................................................20 Sales and Marketing in IS-U/CCS (2).....................................................................................................................21 Internet Self Services: Start Page.............................................................................................................................22 What is Energy Data Management?........................................................................................................................23 Energy Data Management 1.....................................................................................................................................24 Energy Data Management 2.....................................................................................................................................25 IS-U Overview: Unit Summary...............................................................................................................................26 CIC.................................................................................................................................................................................1 CIC: Unit Objectives..................................................................................................................................................2 CIC: Business Scenario..............................................................................................................................................3 The IS-U House.........................................................................................................................................................4 Various Business Partners..........................................................................................................................................5

Roles of the Business Partner....................................................................................................................................6 Business Partner Data................................................................................................................................................7 Contract Account Data...............................................................................................................................................8 Collective Bills...........................................................................................................................................................9 Contract Data...........................................................................................................................................................10 Connection Object Data...........................................................................................................................................11 Premise Data............................................................................................................................................................12 Installation Data.......................................................................................................................................................13 Point of Delivery Data.............................................................................................................................................14 Business Objects in IS-U/CCS.................................................................................................................................15 What Is a Customer Interaction Center?..................................................................................................................16 Customer Interaction Center: Requirements............................................................................................................17 Integration with External Communication Systems................................................................................................18 The IS-U/CCS Customer Interaction Center...........................................................................................................19 Customer Interaction Center (L-Shaped).................................................................................................................20 Workflow Inbox.......................................................................................................................................................21 E-Mail and Fax in the Workflow Inbox...................................................................................................................22 Typical Uses of the CIC: Identification...................................................................................................................23 Typical Uses of the CIC: Information.....................................................................................................................24 Typical Uses of the CIC: Front Office Process.......................................................................................................25 Front Office Processes.............................................................................................................................................26 Typical Uses of the CIC: Workflow........................................................................................................................27 Using R/3 Workflow: Changing a Rate (Example).................................................................................................28 Typical Uses of the CIC: Customer Contact............................................................................................................29 Contact Management in Customer Service..............................................................................................................30 Customer Contact Data............................................................................................................................................31 CIC: Unit Summary.................................................................................................................................................32 Customer Interaction Center Exercises....................................................................................................................33 Customer Interaction Center (CIC) Solutions..........................................................................................................44 Move-In/Out..................................................................................................................................................................1 Move-In/Out: Unit Objectives...................................................................................................................................2 Move In/Out: Business Scenario...............................................................................................................................3 Move-In Definition....................................................................................................................................................4 Move-In: Prerequisites...............................................................................................................................................5 Move-In: Business Master Data.................................................................................................................................6 The Move-In Process.................................................................................................................................................7 Move-In: Options for Processing...............................................................................................................................8 Move-In: The IS-U House.........................................................................................................................................9 Move-Out: Business Scenario..................................................................................................................................10

The Move-Out Process............................................................................................................................................11 Options for Move-Out Processing...........................................................................................................................12 Move In/Out: Business Scenario.............................................................................................................................13 The Move-In/Out Process........................................................................................................................................14 Options in Move-In/Out Processing........................................................................................................................15 Move-In: Master Data..............................................................................................................................................16 No Changes to Installation Data..............................................................................................................................17 Installation History...................................................................................................................................................18 Move-In/Out: Unit Summary...................................................................................................................................19 Move-In/Out Exercises............................................................................................................................................20 Move-In/Out Solutions............................................................................................................................................28 Work Management.........................................................................................................................................................1 Work Management: Unit Objectives.........................................................................................................................2 What Areas does the Work Management System Cover?.........................................................................................3 Utility Management Services.....................................................................................................................................4 Work Management: Technical Objects.....................................................................................................................5 Overview of Technical Objects.................................................................................................................................6 Supply Grid................................................................................................................................................................7 Connection Object.....................................................................................................................................................8 Work Management: Services.....................................................................................................................................9 Installation Services.................................................................................................................................................10 Basic Structure of a Work Order.............................................................................................................................11 Sequence of Order Processing.................................................................................................................................12 Service Product: Concept.........................................................................................................................................13 Service Product: Create Service Connection...........................................................................................................14 The Installation Services Process.............................................................................................................................15 Create Service Connection.......................................................................................................................................17 Work Management: Interfaces.................................................................................................................................18 Possible Configuration of an Interface Scenario.....................................................................................................19 Technical Objects in Work Management and GIS..................................................................................................20 Device Repairs.........................................................................................................................................................21 Work Management: Unit Summary.........................................................................................................................22 Work Management Exercises..................................................................................................................................23 Work Management Solutions..................................................................................................................................24 Device Technology........................................................................................................................................................1 Device Technology: Unit Objectives.........................................................................................................................2 Demands on Device Management.............................................................................................................................3 Device Management: Business Scenario...................................................................................................................4 Device Technology: Device Category.......................................................................................................................5

The Device and the Device Category........................................................................................................................6 Modeling of Devices..................................................................................................................................................7 Integration with Logistics..........................................................................................................................................8 Definition of Device Category...................................................................................................................................9 Device Category Data..............................................................................................................................................10 Possible Elements of the Device Category..............................................................................................................11 Device Category: Device and Register....................................................................................................................12 Definition of Devices...............................................................................................................................................13 Device Data..............................................................................................................................................................14 Definition of a Register............................................................................................................................................15 Register Data............................................................................................................................................................16 Device Technology: Device Lifecycle.....................................................................................................................17 Central Data Objects - Integration in Logistics.......................................................................................................18 Device Life Cycle....................................................................................................................................................19 Documentation for the Device Lifecycle.................................................................................................................20 Device Technology: Device Inspection...................................................................................................................21 Introduction: Device Inspection and Certification...................................................................................................22 Certification Procedures Overview..........................................................................................................................23 Certification Procedure............................................................................................................................................24 Sampling Procedure.................................................................................................................................................25 Inspection Using the Sampling Procedure...............................................................................................................26 Periodic Replacement..............................................................................................................................................27 Device Technology: Unit Summary........................................................................................................................28 Device Technology Exercises..................................................................................................................................29 Device Technology Solutions..................................................................................................................................32 Device Installation.........................................................................................................................................................1 Device Installation: Unit Objectives..........................................................................................................................2 Device Installation: Business Scenario......................................................................................................................3 Installation: Installation, Removal And Replacement...............................................................................................4 Business Scenario: Replacement of Sample Devices................................................................................................5 Service Order Execution: Determining the Device Location....................................................................................6 Definition of the Device Location.............................................................................................................................7 Device Location Data................................................................................................................................................8 Relationships Between Technical Objects.................................................................................................................9 Service Order Execution: Device Replacement & Service Order Confirmation.....................................................10 Data Changes: Installation Location........................................................................................................................11 Data Changes: Device Replacement........................................................................................................................12 Technical and Billing-Related Installation..............................................................................................................14 Installation: Installation Structure............................................................................................................................15

Example of an Installation Structure........................................................................................................................16 Technical Installation Structure...............................................................................................................................17 Billing-Related Installation Structure......................................................................................................................18 Device Installation: Summary..................................................................................................................................19 Device Installation Exercises...................................................................................................................................20 Device Installation Solutions...................................................................................................................................23 Meter Reading................................................................................................................................................................1 Meter Reading: Unit Objectives................................................................................................................................2 Meter Reading: Business Scenario............................................................................................................................3 Meter Reading: Meter Reading Organization............................................................................................................4 Types of Meter Reading.............................................................................................................................................5 Regional Structure and Scheduling............................................................................................................................6 Scheduling Tasks.......................................................................................................................................................7 Portions and Meter Reading Units.............................................................................................................................8 Generation of Schedule Records................................................................................................................................9 Scheduling: Annual Billing......................................................................................................................................10 Meter Reading Organization: Street Route..............................................................................................................11 Meter Reading: Process...........................................................................................................................................12 Overview: Scheduled Meter Reading......................................................................................................................13 Creating Meter Reading Orders...............................................................................................................................14 Issuing the Meter Reading Orders...........................................................................................................................15 Types of Result Entry..............................................................................................................................................16 Result Entry Data.....................................................................................................................................................17 Checking Meter Reading Results: Overview...........................................................................................................18 Check Meter Reading Results: Process...................................................................................................................19 Monitoring Meter Readings.....................................................................................................................................20 Meter Reading: Special Functions:..........................................................................................................................21 Meter Reading by Customers over the Internet.......................................................................................................22 Meter Reading by Customer over WAP Telephone................................................................................................23 Reversing Meter Reading Orders: Process..............................................................................................................24 Meter Reading: Unit Summary................................................................................................................................25 Meter Reading: Exercises........................................................................................................................................26 Meter Reading: Solutions........................................................................................................................................27 Energy Data Management..............................................................................................................................................1 Profile Management: Unit Objectives.......................................................................................................................2 Profile Management: Business Scenario...................................................................................................................3 Profile Header............................................................................................................................................................4 Profile Allocation for Register...................................................................................................................................5 Point of Delivery........................................................................................................................................................6

Importing Profile Values............................................................................................................................................7 Profile Values.............................................................................................................................................................8 Formula Profile..........................................................................................................................................................9 Synthetic Profiles.....................................................................................................................................................10 Profile Management: Summary...............................................................................................................................11 Billing and Invoicing.....................................................................................................................................................1 Billing and Invoicing: Course Objectives..................................................................................................................2 Billing........................................................................................................................................................................3 Billing: Introduction...................................................................................................................................................4 Billing: Business Scenario.........................................................................................................................................5 IS-U/CCS: Billing......................................................................................................................................................6 Billing Procedures: Overview....................................................................................................................................7 Definition of Billing...................................................................................................................................................8 Billing Tasks..............................................................................................................................................................9 Billing Periods.........................................................................................................................................................10 Forms of Billing.......................................................................................................................................................11 Special Forms of Billing..........................................................................................................................................12 Generation of Schedule Records..............................................................................................................................13 Billing Process: Overview.......................................................................................................................................14 Universal Billing Engine..........................................................................................................................................15 General Billing Functions........................................................................................................................................16 Example: Billing Rule for Electricity......................................................................................................................17 Special Billing Functions.........................................................................................................................................18 Billing and Simulation.............................................................................................................................................19 Simulation Types.....................................................................................................................................................20 Document Types......................................................................................................................................................21 Document Information.............................................................................................................................................22 Further Processing of Documents............................................................................................................................23 Outsorting Procedure...............................................................................................................................................24 Outsorting Process...................................................................................................................................................25 Billing Reversal.......................................................................................................................................................26 Billing Reversal Process..........................................................................................................................................27 Billing: Unit Summary.............................................................................................................................................28 Invoicing: Introduction............................................................................................................................................29 Invoicing: Business Scenario...................................................................................................................................30 Definition of Invoicing............................................................................................................................................31 Invoicing: Overview................................................................................................................................................32 Tasks of Invoicing....................................................................................................................................................33 Invoicing Units.........................................................................................................................................................34

Mandatory and Optional Contracts: 1......................................................................................................................35 Mandatory and Optional Contracts: 2......................................................................................................................36 Invoicing Options.....................................................................................................................................................37 Source of Billing Documents...................................................................................................................................38 Invoicing Various Services......................................................................................................................................39 Cross-company code invoicing................................................................................................................................40 Bill Due Date...........................................................................................................................................................41 Document Flow in Invoicing...................................................................................................................................42 Settlement: Overview...............................................................................................................................................43 Bill Printout Procedure............................................................................................................................................44 Invoicing Reversal...................................................................................................................................................45 Procedure for Bill Reversal......................................................................................................................................46 Procedure for Full Reversal.....................................................................................................................................47 Invoicing: Unit Summary........................................................................................................................................48 Billing and Invoicing Exercises...............................................................................................................................49 Billing and invoicing Solutions...............................................................................................................................58 Billing Master Data........................................................................................................................................................1 Billing Master Data: Unit Objectives........................................................................................................................2 Billing Master Data: Overview..................................................................................................................................3 Billing Master Data: Introduction..............................................................................................................................4 Billing Master Data: Business Scenario....................................................................................................................5 Billing of Utility Services..........................................................................................................................................6 Business Objects: Rate Allocation.............................................................................................................................7 Rate Allocation: Overview........................................................................................................................................8 Billing Class I............................................................................................................................................................9 Rate Category I........................................................................................................................................................10 Rate Category II.......................................................................................................................................................11 Definition of Rate Type...........................................................................................................................................12 Business Objects: Rate Structure.............................................................................................................................13 Rate..........................................................................................................................................................................14 Example: Billing Rule for Electricity......................................................................................................................15 Rate Structure...........................................................................................................................................................16 Rate Data..................................................................................................................................................................17 Data for the Rate Step..............................................................................................................................................18 Structure of the Fact Group......................................................................................................................................20 Operand Data...........................................................................................................................................................21 Operand Categories/Examples.................................................................................................................................22 Rate Determination - Operands...............................................................................................................................23 Allocation of Operand Values.................................................................................................................................24

Schema 1..................................................................................................................................................................25 Schema 2..................................................................................................................................................................26 Price Categories.......................................................................................................................................................27 Price Types...............................................................................................................................................................28 Rate Determination..................................................................................................................................................29 Rate Structure...........................................................................................................................................................30 Discounts / Surcharges.............................................................................................................................................31 Billing Master Data: Unit Summary........................................................................................................................32 Exercises: Billing Master Data................................................................................................................................33 Billing Master Data Solutions..................................................................................................................................36 Real-Time-Pricing..........................................................................................................................................................1 Real-Time-Pricing: Unit Objectives..........................................................................................................................2 Real-Time-Pricing:Business Scenario.......................................................................................................................3 RTP Overview...........................................................................................................................................................4 RTP interface.............................................................................................................................................................5 RTP-Billing................................................................................................................................................................6 Example.....................................................................................................................................................................7 Data Model for Billing...............................................................................................................................................8 Interface.....................................................................................................................................................................9 Input Parameters......................................................................................................................................................10 Calculation...............................................................................................................................................................11 Result.......................................................................................................................................................................12 Transfer of Results to RTP Operand........................................................................................................................13 Real-Time-Pricing: Unit Summary..........................................................................................................................14 Budget Billings..............................................................................................................................................................1 Budget Billing: Unit Objectives.................................................................................................................................2 Budget Billing: Business Scenario.............................................................................................................................3 Budget Billing Procedure: Overview.........................................................................................................................4 Payment Plan Categories...........................................................................................................................................5 Budget Billing Plan: Overview..................................................................................................................................6 Creating / Adjusting Budget Billing Plans.................................................................................................................7 Quantity-Based Extrapolation....................................................................................................................................8 Budget Billing Amounts Due.....................................................................................................................................9 Budget Billings: Summary.......................................................................................................................................10 Contract Accounts Receivable and Payable..................................................................................................................1 Contract Accounts Receivable and Payable: Unit Objectives...................................................................................2 Contract Accounts Receivable and Payable: Overview.............................................................................................3 Contract Accounts Receivable and Payable: Business Scenario...............................................................................4 Contract Accounts Receivable and Payableand FI-CA.............................................................................................5

FI-CA Has An Open Architecture.............................................................................................................................6 Special Features of FI-CA.........................................................................................................................................7 Central Objects in FI-CA...........................................................................................................................................8 Contract Accounts Receivable and Payable: Business Transactions.........................................................................9 Contract Accounts Receivable and Payable: Posting Documents...........................................................................10 Posting Documents: Objectives...............................................................................................................................11 Posting Documents: Introduction............................................................................................................................12 Posting Documents: Business Scenario...................................................................................................................13 Documents in Contract Accounts Receivableand Payable......................................................................................14 General Document Data...........................................................................................................................................15 Document Data: Reference and Currency...............................................................................................................16 Document Data: Link to General Ledger Accounting.............................................................................................17 Document Data: Entry Control................................................................................................................................18 Data on Business Partner Item.................................................................................................................................19 Data on G/L Account Item.......................................................................................................................................20 Manual Document Entry: Items...............................................................................................................................21 Transactions in Contract Accounts Receivable and Payable...................................................................................22 Examples of Transactions........................................................................................................................................23 Transfer to General Ledger Accounting..................................................................................................................24 Summary Record.....................................................................................................................................................25 Posting Documents: Summary (1)...........................................................................................................................26 Posting Documents: Summary (2)...........................................................................................................................27 Contract Accounts Receivable and Payable: Account Display...............................................................................28 Account Display: Objectives...................................................................................................................................29 Account Display: Introduction.................................................................................................................................30 Account Display: Business Scenario.......................................................................................................................31 Account Display: Initial Screen...............................................................................................................................32 Account Display: List Category...............................................................................................................................33 Account Display: Line Layout.................................................................................................................................34 Account Display: Navigating in the Document Display..........................................................................................35 Account Display: Summary (1)...............................................................................................................................36 Account Display: Summary (2)...............................................................................................................................37 Contract Accounts Receivable and Payable: Payments...........................................................................................38 Payment Run: Objectives.........................................................................................................................................39 Payment Run: Introduction......................................................................................................................................40 Payment Run: Business Scenario.............................................................................................................................41 Automatic and Manual Payments............................................................................................................................42 Payment Lot.............................................................................................................................................................43 Payment Lot: Structure............................................................................................................................................44

Payment Lot: Structure............................................................................................................................................45 Payment Lot: Processing Steps................................................................................................................................46 Payment Lot: Create................................................................................................................................................47 Payment Lot: Create Items.......................................................................................................................................48 Payment Lot: Change...............................................................................................................................................49 Payment Lot: Close..................................................................................................................................................50 Payment Lot: Post....................................................................................................................................................51 Automatic Clearing: Process....................................................................................................................................52 Payment Lot: Post-processing..................................................................................................................................53 Payment at cash desk...............................................................................................................................................54 Clearing: Dialog Processing....................................................................................................................................55 Payment: Summary..................................................................................................................................................56 Contract Accounts Receivable and Payable: Returns..............................................................................................57 Returns: Objectives..................................................................................................................................................58 Returns: Introduction...............................................................................................................................................59 Returns: Business Scenario......................................................................................................................................60 Returns: Influencing Factors....................................................................................................................................61 Returns: Activity Settings........................................................................................................................................62 Returns Lot: Processing Steps.................................................................................................................................63 Returns Lot: Create..................................................................................................................................................64 Returns Entry...........................................................................................................................................................65 Returns Lot: Change................................................................................................................................................66 Returns Lot: Close...................................................................................................................................................67 Returns Lot: Posting (1)...........................................................................................................................................68 Returns Lot: Posting (2)...........................................................................................................................................69 Returns Lot: Post-processing...................................................................................................................................70 Returns History........................................................................................................................................................71 Returns: Summary...................................................................................................................................................72 Contract Accounts Receivable and Payable: Dunning............................................................................................73 Dunning: Objectives................................................................................................................................................74 Dunning: Introduction..............................................................................................................................................75 Dunning: Business Scenario....................................................................................................................................76 Dunning: Dunning Proposal and Dunning Activities..............................................................................................77 Dunning: Influential Factors....................................................................................................................................78 Dunning Proposal for a Business Partner................................................................................................................79 Dunning: Factors That Can Be Influenced (Selection)............................................................................................80 Dunning: Determination of Dunning Levels...........................................................................................................81 Dunning Levels........................................................................................................................................................82 Printing of Dunning Notice for a Business Partner.................................................................................................83

Dunning: Dunning History......................................................................................................................................84 Dunning: Summary..................................................................................................................................................85 Contract Accounts Receivable and Payable: Deferral and Installment Plan...........................................................86 Deferral and Installment Plan: Objectives...............................................................................................................87 Deferral and Installment Plan: Introduction............................................................................................................88 Deferral and Installment Plan: Business Scenario...................................................................................................89 Deferral....................................................................................................................................................................90 Installment Plan: Characteristics..............................................................................................................................91 Installment Plan Category........................................................................................................................................92 Installment Plan: Item Selection..............................................................................................................................93 Deferral and Installment Plan: Unit Summary.........................................................................................................94 Contract Accounts Receivable and Payable Exercises............................................................................................95 Contract Accounts Receivable and Payable Solutions..........................................................................................108 Waste Industry...............................................................................................................................................................1 Waste Industry: Unit Objectives................................................................................................................................2 Solution Map and Integration Model for the Waste Industry....................................................................................3 Integration Model for mySAP Waste Industry..........................................................................................................4 mySAP Waste Industry : Involved Areas..................................................................................................................5 Focus Areas of IS-Waste - Waste Industry................................................................................................................6 Focus Areas of EH&S WA - Waste Management.....................................................................................................7 The Waste Disposal Cycle with EH&S.....................................................................................................................8 Data Model – Container Service (Simplified)...........................................................................................................9 Technical Master Data I...........................................................................................................................................10 Technical Master Data II.........................................................................................................................................11 Technical Master Data III........................................................................................................................................12 Container Management: Integration.......................................................................................................................13 Interface to Route Planning System.........................................................................................................................14 Waste Disposal Orders.............................................................................................................................................15 Process: Container Delivery / Removal...................................................................................................................16 Fleet Management....................................................................................................................................................17 Implemented Functions I.........................................................................................................................................18 Implemented Functions II........................................................................................................................................19 Planned Functions for mySAP Utilities 4.64...........................................................................................................20 Waste Industry: Summary........................................................................................................................................21

0 IUT110 Introduction to the IS-U/CCS System

IUT110 Introduction to the IS-U/CCS System  SAP AG 1999

   

R/3 System Release 4.63 / IS-Utilities/Customer Care Service August 2001 5004 4795

0.2 Copyright

Copyright 2001 SAP AG. All rights reserved. Neither this training manual nor any part thereof may be copied or reproduced in any form or by any means, or translated into another language, without the prior consent of SAP AG. The information contained in this document is subject to change and supplement without prior notice. All rights reserved.

 SAP AG 1999

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              

Microsoft ®, Windows ®, NT ®, PowerPoint ®, WinWord ®, Excel ®, Project ®, SQL-Server ®, Multimedia Viewer ®, Video for Windows ®, Internet Explorer ®, NetShow ®, and HTML Help ® are registered trademarks of Microsoft Corporation. Lotus ScreenCam ® is a registered trademark of Lotus Development Corporation. Vivo ® and VivoActive ® are registered trademarks of RealNetworks, Inc. ARIS Toolset ® is a registered Trademark of IDS Prof. Scheer GmbH, Saarbrücken Adobe ® and Acrobat ® are registered trademarks of Adobe Systems Inc. TouchSend Index ® is a registered trademark of TouchSend Corporation. Visio ® is a registered trademark of Visio Corporation. IBM ®, OS/2 ®, DB2/6000 ® and AIX ® are a registered trademark of IBM Corporation. Indeo ® is a registered trademark of Intel Corporation. Netscape Navigator ®, and Netscape Communicator ® are registered trademarks of Netscape Communications, Inc. OSF/Motif ® is a registered trademark of Open Software Foundation. ORACLE ® is a registered trademark of ORACLE Corporation, California, USA. INFORMIX ®-OnLine for SAP is a registered trademark of Informix Software Incorporated. UNIX ® and X/Open ® are registered trademarks of SCO Santa Cruz Operation. ADABAS ® is a registered trademark of Software AG The following are trademarks or registered trademarks of SAP AG; ABAP/4, InterSAP, RIVA, R/2, R/3, R/3 Retail, SAP (Word), SAPaccess, SAPfile, SAPfind, SAPmail, SAPoffice, SAPscript, SAPtime, SAPtronic, SAP-EDI, SAP EarlyWatch, SAP ArchiveLink, SAP Business Workflow, and ALE/WEB.

The SAP logo and all other SAP products, services, logos, or brand names included herein are also trademarks or registered trademarks of SAP AG.  Other products, services, logos, or brand names included herein are trademarks or registered trademarks of their respective owners.

0.3 SAP Utilities (IS-U/CCS) Level 2

Level 3 IUT220

3 days

Device Management IUT221

IUT225

2 days

Energy Data Management

3 days

Work Management IUT110

5 days

Introduction to the ISU/CCS

IUT210

3 days

Basic Data/ Basic Functions

IUT230

5 days

Billing and Invoicing IUT240 5 days Contract Accounts Receivable and Payable IUT250 4 days Customer Service IUT280

2 days

Print Workbench

 SAP AG 1999

IUT235

2 days

Real Time Pricing

0.4 Course Prerequisites

 Basic knowledge of SAP (For example, course SAP020: SAP R/3 Overview)  Knowledge of business processes in a utility company  Basic knowledge of the Windows environment

 SAP AG 1999

0.5 Target Group

 Participants 

Decision makers using IS-U to support business processes



Project managers responsible for implementing IS-U



Project team modeling business processes with IS-U



Administrators optimizing processes in the IS-U environment



Consultants preparing for IS-U implementation

 Duration 

5 days

 SAP AG 1999

0.6 Course Goals

This course will prepare you to:  Recognize how IS-U is integrated in the R/3 environment  Outline business processes in IS-U  Use and efficiently implement IS-U

 SAP AG 1999

0.7 Course Objectives

At the conclusion of this course, you will be able to:  Describe the integration of IS-U in R/3  Perform the core business processes of IS-U  Explain the structure and processes of IS-U

 SAP AG 1999

0.8 Course Content

Preface Unit 1

IS-U/CCS Overview

Unit 8

Energy Data Management

Unit 2

CIC

Unit 9

Billing & Invoicing

Unit 3

Move-In/Out

Unit 10

Billing Master Data

Unit 4:

Work Management

Unit 11

Real-Time Pricing

Unit 5

Device Technology

Unit 12

Budget Billings

Unit 6

Device Installation

Unit 13

Unit 7

Meter Reading

Contract Accounts Receivable and Payable

Unit 14

Waste Disposal Industry

Appendix

 SAP AG 1999

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CIC: Customer Interaction Center

1 IS-U/CCS: Overview

Contents:  Integration of IS-U/CCS in standard SAP components  Incorporation of IS-U/CCS into the core business processes of a utility company in regulated and deregulated markets  Overview of IS-U/CCS functions

 SAP AG 1999

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1.2 IS-U/CCS Overview: Unit Objectives

At the conclusion of this unit, you will be able to:  Present the integration of IS-U/CCS in standard SAP

components  Name the most important SAP components and their

roles in the utilities industry  Describe the functions of IS-U/CCS

 SAP AG 1999

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1.3 IS-U Overview: Business Scenario

 The course participants are new employees of eNRGCo.  You are taking part in a 5-day training program  Your main tasks will be customer-oriented processes in the customer center  You will use typical business processes to become familiar with the IS-U/CCS structure

 SAP AG 1999

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1.4 mySAP.com: Overview PERSONAL - individually adaptable - role-specific - standard entry into all internal and external services

INTEGRATED - platform for business co-operation - industry-specific - integrated, universal business processes

CO-OPERATIVE - building of business relationships (virtual communities) - integration of external services (content) - "One-Step Business" (co-operation) - application hosting - Internet business framework

 SAP AG 1999

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The mySAP.com concept consists of three areas:  The my area stands for easy access to all elements of mySAP.com. Based on the results of the EnjoySAP initiative, the mySAP.com workplace provides personalized, role-based system access.  The SAP area represents the availability of enterprise software over the Internet.  The .com area stands for the Internet intiative of SAP. Trade relations and business co-operation can be initiated and developed over the Internet.

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1.5 Workplace Internet Business Framework Le Leg g.. R/2 R/2 Syst Syst.. Ext.. Open Ext Com p Com p.. Internet Standards

NonmySAP.com

R/3 R/3 4.6 4.6 LO LO H HR R SEM SEM m mySAP ySAP U t ilit ie s Utilities APO APO B2 B2B B IS-U IS-U/CCS /CCS mySAP.comcomponents KM KM BW BW CRM CRM FI FI

Single SignOn

Webbrowser access

W Work orkpla place ce

In Ind du ust stry ry-sp -speecific cific Role Role-b -baase sed d Pe Person rsonaalize lized d D Dra rag g& &Re Rela lattee

Com within pan y lim i ts Pa err Part rtn ne M Maark rkeett-outside p pla lace ce mySAP.comInternetservices SAP SAP

Other Internet services  SAP AG 1999

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The Workplace contains links to information within and outside company limits. Links can be made to:  Non mySAP.com components: External systems via open Internet standards  mySAP.com components: Classical and new Web-based R/3 transactions (standard R/3 System, New Dimensions, industry solutions), Reports (such as Business Information Warehouse reports in BW 2.1C), Knowledge Warehouse content  mySAP.com Internet services: mySAP.com Marketplace  Any Internet or intranet Websites

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1.6 mySAP Utilities: The Comprehensive Solution

Str ategic EEnterprise Strategic nterpr ise Manageme nt Management

CCus ustomer ervic ee tomer SServic

Engin eering && Engineering Construction Constructi on Engin eering && Engineering Construction Constructi on Sales Sal esCCycle ycle&& Billing Billi ng

Sal es CCycle Sales ycle&&

Energy Energ ydata Dat a M anag ementnt Manageme

Invoici Invoicing ng

Business

Busi nesssI ntelligence Busines I ntelligence && Data Data Warehousing Warehousing

Mar ket RResearch Market es earch &&AAnal nal ysis ysis

Human urce H umanRReso esource Manageme nt Management

MManagerial anager ial Accounting Accounti ng

Financial Fina ncial Accounti Accounting ng

Market ing M arketi ng Program Program Management Management

Pr oduct/ Product/ Brand eting BrandMark M arketing

Reg ulat or y Regulat ory Reporting /FERC Reporting/FERC Sal es Sales Chann els Cha nnels

Sal es Manag ement Sales M anagem ent

Product ion Production

Plant PlantMaint M aintenanc en ancee

Deco mmissi oni ng Decommissi oning

Operati anag ementnt Operations onsM Manageme

M aintenance Mainte nance&& Wor agement WorkkMan M anagement

Transmi ssi ion on && Transmiss Dist ributio n SServic Distri bution ervicee

Connecti C onnect on ion&&Inst Installati allation on M ment Manage anagement

Ser cee Servivic Manageme nt Manag ement

M eter Reading Meter Reading Management M anage ment

Ser e Servic vice Agreem ent Agreement

Special mer Sp ecialCCusto ustomer Process es Processes

Retail lling Retail Bi Billing

Tr aders Traders Wor Workbenc kbenchh

Ri sk Risk Manag M anagement ement

Receivabl es Man agement Receiv ables Manag ement

Procureme Procurementnt

Treasur Treas uryy

Wholes Wh olesale ale Billing Billing

Pool/ Pool/ ISO ISO

Rec onciliation Reco nciliati on &&SSettlement ett lement

Thir d PParty Third arty Settl Settlem ement ent

Fixed FixedAsset Asset Management M anage ment

Real Real Estat Estatee

Network

 SAP Customer Relationship Management  SAP Supply Chain Management  SAP Business Intelligence  SAP Business-to-Business E-Commerce

 Finance & Controlling  Human Resource Management  Logistics

 SAP AG 1999

(C) SAP AG

IUT110

6

1.7 Customer Relationship Management (CRM)

Mobile Sales

Contact Center

Internet Sales

 SAP AG 1999



SAP Customer Relationship Management (CRM) provides solutions that enable companies to effectively maintain customer relationships throughout the entire life cycle. CRM supports companies by understanding and anticipating the requirements of their customer base as well as those of potential customers. SAP CRM is subdivided into four main business scenarios:  Mobile Sales Scenario: Enables field service employees to access to all the information necessary for their job. The data is saved on a lap-top database and is regularly aligned with the CRM System.  Contact Center Scenario: Along with the Customer Interaction Center (CIC), this forms one of the key components of SAP CRM. The CIC enables processing of incoming and outgoing telephone calls using the SAPphone CTI (Computer Telephony Integration) interface, processing of incoming and outgoing E-mails and activity management (recording of all contacts in the contact center). The CIC can be used in service (Service Interaction Center SIC), sales and distribution or marketing (telesales and telemarketing).  Internet Sales Scenario: Enables electronic business activities to take place over the World Wide Web between companies, and between companies and end-customers (B2C).  Business-to-Business Procurement (SAP BBP): The SAP solution for business activities taking place between companies over the World Wide Web.

(C) SAP AG

IUT110

7

1.8 Business Information Warehouse (BW)

Efficient Analysis of Information - innovative and intuitive user interface - efficient OLAP analysis functions - for all types of user

Extensive Business Content - information model, reports and extractors - Metadata repository - company comparison values End-to-End Data Warehousing Solutions - extraction of R/3 data and external data - fully automated - central control R/3

Other

 SAP AG 1999

The SAP Business Information Warehouse (BW) is the mySAP.com business component that is used to extract and analyze data from operative business applications (OLTP systems). Besides OLTP Systems such as R/3 and SAP BBP (Business-to-Business Procurement: Business process in ECommerce that enables employees to purchase goods and services directly from suppliers), other external data sources such as databases or online services can also be connected. OLTP stands for Online Transaction Processing.  The SAP Business Information Warehouse supports Online Analytical Processing (OLAP) and is especially suitable for processing large volumes of operative and historical data.  SAP BW contains all the necessary Metadata for current business processes. This includes InfoSources, InfoCubes and standard reports, transfer structures for all releases and communication structures and update rules for each InfoCube. These elements are part of the ready-to-go strategy that supports automatic data transfer with immediate analysis according to installation of the system and naming of the source system.  SAP BW requests application data in regular intervals from the allocated source systems (pull mechanism). The back-end systems therefore contain extractors that collect data and deliver it to the SAP Business Information Warehouse. 

(C) SAP AG

IUT110

8

1.9 Functional Scope of the IS-U System

Generation

Transmission

Distribution

Customer service & billing

All customer-related business processes IS-U/ CCS

Customer Relationship Management Particular business processes

PM MM

Consumption entry Marketing

SD

& Sales FI

Installation services

Consumption billing Service billing

Invoicing

Contract A/R & A/P

Invoicing

Meter & Device Management CRM

Work Management  SAP AG 1999

(C) SAP AG

IUT110

9

1.10 Integrated and Open System Landscape

Electronic business (Internet)

SAP BW

ITS Business objects such as business partner, agreement, contracts, products and sales and distribution projects

Analyses

SAP IS-U/ CCS

Back end

CTI

Tele business

Mobile Applications Front end

 SAP AG 1999

(C) SAP AG

IUT110

10

1.11 IS-U/CCS Business Processes

Electronic business (Internet)

SAP BW

Analyses

Device Management Device Management ITS Billing Billing Invoicing Business objects Invoicing as business Contract Accountssuch Receivable and Payable Contract Accounts Receivable and Payable partner, activities, Intercompany Data Exchange CTI Intercompany Data Exchange contracts, products, Energy Data Management Energy Data Management sales and ... ...

Tele business

distribution projects

SAP IS-U/ CCS

Back end

Mobile Applications Front end

 SAP AG 1999

(C) SAP AG

IUT110

11

1.12 Synchronized Business Objects

Electronic business (Internet)

SAP BW

ITS

Analyses

Business objects Business Businesspartners partners such as business Contract Contractaccounts accounts partner, activities, Contracts Contracts contracts, products, Connection objects Connection objectssales and Points Pointsofofdelivery delivery distribution

CTI

Tele business

projects

SAP IS-U/ CCS

Back end

Mobile Applications Front end

 SAP AG 1999

(C) SAP AG

IUT110

12

1.13 Marketing and Sales Process 3) Transfer of target group to SAP CRM 2) Target group selection

SAP BW

1(a) Import of external addresses to target Analysis Analyses group selection Business partner transfer to target group selection

SAP IS-U/ CCS

Back end  SAP AG 1999

(C) SAP AG

4) Marketing planning Electronic 5) Campaign creation business 6) Campaign execution (Internet) 7) Activity management 8) Campaign feedback (BW) 9) Contract creation ITS synchronization 10) Contract

Business objects such as business partner, contracts and products.

CTI

Telebusin ess

11) Automatic creation of contracts 12) IDE communication with prior supplier or transmission company 13) Automatic creation or change of master data ----Mobile 14) Transfer of meter reading results Components 15) Billing and invoicing 16) Transfer of sales and transaction statistics to BW Front end Commission 17) Optional: determination

IUT110

13

1.14 System Infrastructure CRM, BW and mySAP Utilities Business Partners:

Marketing Retention &Analysis Product &Brand ManageMgmt TeleCustomer ment Marketing Development Service Internet Level Marketing Mgmt

mySAP CRM 3.0

Service Center

Information System

BW

mySAP Utilities

Replication via CRM middleware

Field Sales

Internet Field Sales Service Internet TeleCustomer Sales Bus.Part. Service Self Sales Mgmt CollaborService Interaction Center &Support ation

Resid. Cust. Nonresid. Cust. Sales Cust. Service Cust. Prospect Owner Contract Bill Recipient Accounting Installer

Marketing & Sales Billing & Invoicing

Of business partner, contract accounts, contracts, connection object and point of delivery

ct tra

Data transfer

Installation

4.63 Services Device Management

t ac c ifi rans x c e e t sp d up BW IS-U- ta ant gro da rge W om r Fr aste o ta in B m ta t tion da lec se

e

xt Fr ra om ct an C or al y R M s sis d a t in a B W to

From selected target groups, top n analyses and other analyses in BW in accordance with CRM

s or

Sectors:

Electricity Gas Water Waste Water District Heating Meters/Devices/Connecti Waste Disposal Cable TV ons Service Order Work Service Contract Management Goods Charges Taxes / Fees

Consumption Entry

n io

BW extractors

mySAP BW 2.1C

From R/3 master data and transaction data to target group selection and other analyses in BW

mySAP Financials

Flat f data iles fro External m , and such a exter n s pr so o data osp al n ects

 SAP AG 1999

(C) SAP AG

IUT110

14

1.15 IS-U/CCS - Integration Model

FI

Sales & Distribution

V E & S ER

Device Management

CO AM

Co n sum Entr ption y

E

SAP Busine Business Part ne rtn er

IC

R

U

External Sales Systems

In Bill vo i n ic g/ in g O ST ME R

CA

SD

PM/ CS

n atios tall Ins ervice S

MM

C A on (F / R tr a I-C + ct A C A) / P

Financial Accounting Plant Maintenance & Customer Service Service

IS-U/CCS IS-U/CCS as as an an integrated integrated component component of of the the SAP SAP enterprise enterprise information information system system

SD

Customer information system IS-U components

External Consumption Entry Systems

Standard SAP components External systems

GIS, CAD, Asset Management & SCADA

PM

MM

Materials Management  SAP AG 1999

 





 

Central business partner model (R/3) => the customer is the central data object. Cross-application component FI-CA for Contract Accounts Receivable and Payable Designed for processing a large volume of postings from sales and collection activities for a large number of customers Industry-specific enhancements for the utilities industry enable the use of the standard R/3 component PM/CS (Plant Maintenance/Customer Service). => ideal prerequisites for processing service activities PM/CS is integrated with the following components: SD: Management of customer quotations and orders, and also execution of billing CO: Allocation and settlement of costs related to service activities MM: Processing of material requirements and goods movement related to service activities The results of service billing can be transferred to IS-U invoicing; further processing of debits occurs via FI-CA. Material master records are managed in MM at the same time as device categories in IS-U; purchasing and stockholding of devices are processed using MM components.

(C) SAP AG

IUT110

15

1.16 The Strengths of mySAP Utilities  Deregulation-enabled functionality  Integration of application areas   

Homogeneous interaction between accounting and core logistics processes Business processes for all areas Shorter lead times for business processes

 Flexibility    

Can be adapted to local deregulation rules Can be implemented in all types of companies Supports all types of service Enables development of individual business strategy

 Customer-orientation     

User friendly Oriented to business processes Competition-oriented Informative Communicative

 Open architecture

 SAP AG 1999

(C) SAP AG

IUT110

16

1.17 Solutions for the New Industry Market Model Solution Map SAP Utilities

Classic utility company

Deregulation Generation

Transmission & Distribution

Sales & Distribution

Generation

Transmission Distribution Device Management

Marketing, sales and distribution, billing, customer service

 SAP AG 1999

(C) SAP AG

IUT110

17

1.18 Deregulated Market: Business Perspective Settlement coordinator

Exchanges and bilateral contracts

(= transmission company)

Grid access regulations for use of the transmission grid, schedule and settlement results

Distribution company

Balance comparison

Negotiated grid access, outline contract for smaller customers, schedule and settlement results

Grid connection contract, grid usage contract

 SAP AG 1999

(C) SAP AG

Energy procurement contracts

Supplier

Energy supply contract

Business partner

IUT110

18

1.19 Sales and Marketing in IS-U/CCS (1)

CallCall-center functionality 

Faster and more direct access to all relevant information and transactions required during contact with customers is admissible. This includes customer overviews, changing master data, displaying bills, entering meter reading results, account information and so on.



Work items allow callbacks and outbound campaigns.

Master data template 

Product modeling on the basis of configured materials and pricing in SD. The master data generator is used to post-edit campaigns.

ISIS-U content for BW 

Sales statistics, consumption statistics, transaction statistics and so on

 SAP AG 1999

(C) SAP AG

IUT110

19

1.20 Sales Processing Product selection using mySAP CRM channels:

Master data generation or change in mySAP Utilities: Fixed Fixed product product information information

Master Master data data template template

mySAP mySAP CRM CRM product product

mySAP mySAP Utilities Utilities product product

Master Master data data generator generator

mySAP Utilities

Configuration Configuration

Configuration Configuration

Variable Variable product product information information

Workflow  SAP AG 1999

(C) SAP AG

IUT110

20

1.21 Sales and Marketing in IS-U/CCS (2) Internet Self Services  B2C (Business to Customer scenarios) 

Registration/password change for Internet user



Maintain move-in data



Maintain move-out data



Maintain personal data



Display consumption history



Enter meter reading results



Display and payment of a bill



Issue collection authorization



Display account balance

 The data is updated immediately or is transferred to the appropriate user for further processing.  SAP AG 1999

(C) SAP AG

IUT110

21

1.22 Internet Self Services: Start Page

Select service

Enter user and password

 SAP AG 1999

(C) SAP AG

IUT110

22

1.23 What is Energy Data Management?

Profile Management

Billing Spot price

EDM • Historical profile • Price profile • Forecast profile

Additional agreement: Spot delivery

KW

John Smith 10 Park Avenue 12345 NY

60

Billing period 05.01. – 06.01.

30

C o ns um pt i oPrn i ceC ha r ge

10

O n- Pe ak kWh 1 0 0 kWh $0 . 25 $ 2 5 .0 0 O f f -Pea k kW h 4 0 0 kWh $0 . 10 $ 4 0 .0 0 S p ot kW h 1 0 0 kWh $0 . 50 $ 5 0 .0 0

Agreed price

A mo un t Du e

$ 1 15 .0 0

Settlement

 SAP AG 1999

Energy Data Management (EDM) enables you to manage consumption data and corresponding business processes. EDM is particularly useful for managing and billing consumption data that is measured at specific intervals (for example load profiles and load shapes).  EDM enables you to bill interval data such as RTP rates (real-time pricing) and time-of-use rates.  Settlement  deals with settlement processes, amounts and charges, as well as procurement schedules and network profiles.

(C) SAP AG

IUT110

23

1.24 Energy Data Management 1

d

Tradit. meter

Real-time pricing

Data y entr

D en ata try

EXPORT

EDM

load profiles

Point Point of of delivery delivery

Derived

IMPORT

l na sig

sig na l

Interval meter

oa nl

Do wn loa d

w Do

Load Load profile profile mgmt mgmt

Auto.MR MR Auto. Auto. MR systems systems systems

Preliminary billing

Meter reading document customer meter reading

Billing Billing

MR MR data data mgmt mgmt