Introduction
HSO Service Management is an integrated service management solution for Microsoft Dynamics 365 for Finance and Operations. It supports organizations in managing the complete service lifecycle, from maintaining Service Objects and handling customer requests to planning and executing service activities, managing contractual obligations and processing the associated financial transactions.

The solution supports field service, preventive maintenance, technical support and workshop-based service activities. By combining operational service processes with the standard capabilities of Microsoft Dynamics 365 for Finance and Operations, HSO Service Management provides a consistent environment for managing service delivery, monitoring progress and maintaining a comprehensive service history.

 

Service Objects
Service Objects represent the equipment, installations, locations or other entities for which service activities are performed. They provide the foundation for technical structures, service history, maintenance requirements and contractual relationships. Service Objects can be organized into hierarchical structures with components and sub-objects, allowing organizations to manage both individual equipment and complex installations.

 

Service Calls
Service Calls provide the central registration and tracking of customer service requests and other service-related interactions. They support the management of Call Types, priorities, service levels, progress and operational history. A Service Call can contain one or more Service Tasks, allowing multiple activities to be coordinated within a single service request.

 

Service Tasks
Service Tasks represent the work to be performed as part of a Service Call. They support work classification, resource requirements, estimated labor and material consumption, scheduling, execution and registration of completed activities. Service Tasks can include predefined Service Operations and material requirements to help technicians perform and document their work consistently.

 

Planning and scheduling
Planning and scheduling functionality supports the assignment of Service Tasks to available resources. Resource Requirements, including skills, certificates, capabilities and resource groups, help identify suitable resources for the work to be performed. The scheduling process considers resource availability and operational requirements, providing planners with the information needed to coordinate service activities.

 

Service Contracts
Service Contracts define the commercial and operational agreements between a service provider and its customers. They establish the Service Objects covered, applicable service levels, contractual rights and obligations, maintenance arrangements and financial conditions. Coverage Types, Contract Types and Service Level Definitions provide configurable rules for determining how service activities are handled and charged.

 

Preventive and Planned Maintenance
Preventive Maintenance supports recurring service activities intended to maintain equipment condition and reduce the risk of failure. Maintenance requirements can be defined using schedules, intervals and usage-related information. Planned Maintenance supports the preparation and generation of maintenance activities associated with Service Contracts, enabling organizations to coordinate recurring service visits and related work.

 

Planned Service
Planned Service supports the preparation of service activities for selected Service Objects outside regular contract-based maintenance schedules. Typical scenarios include technical modifications, product recalls and service campaigns involving multiple Service Objects.

 

Service Quotations
Service Quotations support the preparation of commercial proposals for service activities. They allow organizations to estimate the work, materials and related costs before proceeding with service execution.

 

Repair Centre
Repair Centre supports workshop-based repair activities using the existing Service Objects, Service Calls and Service Tasks within HSO Service Management. Repair-specific configuration and processes extend these standard service capabilities to support the handling and execution of repairs.

For detailed information about Repair Centre setup, parameters and supported repair processes, refer to the Repair Centre documentation.

 

Integration with Microsoft Dynamics 365 for Finance and Operations
HSO Service Management integrates with the standard functionality of Microsoft Dynamics 365 for Finance and Operations, including Project Management and Accounting, inventory, purchasing, sales and financial processes. Service-related transactions can be processed through the underlying project framework, connecting operational service activities with financial administration.

 

About this documentation
This documentation provides functional explanations, configuration guidance and operational procedures for HSO Service Management. It is organized by functional area, starting with the core concepts and progressing through Service Objects, Service Calls, Service Tasks, planning and scheduling, Service Contracts, maintenance, Service Quotations, financial integration and system configuration.

Readers who are new to the solution are encouraged to begin with Service Management Concepts & Architecture before continuing to the chapters relevant to their responsibilities.