Service Management and Maintenance

Green light for after-sales service

PSIpenta Service Management is a tool for the maintenance and repair of machines and equipment both used in your own company (maintenance) and employed by your customers. The module can be used to control planned and unplanned measures. Integration into the ERP Core facilitates automatic material planning, capacity planning, and generation of work orders.


  • Fast recording of service incidents
  • Comprehensive repair processing
  • Asset files provide a structured overall view of the asset structure
  • Support for growing bills of materials
  • Configurable structure comparison
  • Recording of any number of actual values for asset structures
  • Processing, classification and analysis of incidents according to definable criteria
  • Serial number management with usage list
  • Generation of service management journals for logging all activities
  • Determination of an optimized service route
  • Generation of service work orders for planning and controlling material and capacity requirements
  • Assignment of incidents to employees using graphical resource planning
  • Access to personnel time management and/or shop-floor data collection systems
  • Equipment Management(optional)

System structure

PSIpenta Service Management is based on multi-stage system structures. These can be automatically generated from work order structures and extended as required. The system structures represent the initial condition of the individual system or device. A system structure is made up of asset structures and the associated items. When created, it defines the level to which the plant structure is to be broken down. This enables service incidents to be recorded and times to be reported at an early stage with "incomplete structures".

Asset structures

The asset structures contain data concerning the object (location, item number etc.), manufacturing/commissioning (manufacturer, year of manufacture, commissioning, warranty etc.), the service situation and customer data (product number, customer, customer transaction reference etc.). Any number of features (parameters), known as actual values, can be entered for each asset structure. In doing so, counters, measurement values and status descriptions are differentiated. The asset file supplies the structured overall view of an object.

Measurement lists

To create measurement lists, the actual values are assigned to different variants. For example, it is possible to map a situation in which all actual values for a machine are to be measured monthly using variant A and quarterly using variant B.

Faults and planned events

Service work orders are generated in the case of unplanned incidents (faults), scheduled events (cyclic maintenance) and modifications (installation and removal) for resource planning (material and capacity). Unplanned service messages (faults and requirements) can be registered via service incidents and classified according to a wide variety of criteria. Services for customers can also be processed as warranty actions.

Service orders

Service orders are processed in the same way as work orders and are therefore integrated completely in the total value flow and material flow. Their special features are:

  • Consistent service management references (service incident, asset structure etc.)
  • Incident-related material issue
  • Automated processes (service incident finished message reported back to service work order)

Structure comparison

Flexible, graphical structural comparison enables highly flexible variation analysis of multi-level bills of materials. The results of the comparison are displayed graphically and in colour.

Serial number management

In-house manufactured parts are assigned the serial number during detail planning. For purchased parts, the serial numbers are recorded during the goods receipt stage. With serial number management, individual material units are labelled so that they can be individually differentiated. The installation locations of each component are noted in the serial number journal and can be displayed in structure overviews. For material provisions and subcontracting, the serial numbers of the provided items can be transferred. In shipping, the serial numbers are assigned to the individual deliveries where necessary.

Repair processing and warranty

Repair processing (in-house, on site) from repair receipt to shipping of the repaired part is a component of PSIpenta Service Management. Entering the serial number and item number helps to identify the associated asset structure. The repair is managed as an incident. The most important descriptive data must be recorded (damage type, damage code, damage cause and damage effect). Details of whether warranty actions or chargeable repairs are involved can be displayed and managed at all stages. Repaired and non-repaired items are displayed separately in the Inventory Management for repairs.

Value flows and evaluations

Costs and revenues can be calculated and displayed in the same way as for customer projects thanks to complete integration in the ERP system. Flexible evaluations can be easily generated in conjunction with reporting tools, e.g. illustrating causes of damage.

Graphical resource planning

The planning of service resources is supported by an integrated graphical resource planning system. This enables tasks to be assigned to service personnel. Information on the availability of the service personnel is supplied either by The Time and Attendance system or the employee calendar. Qualification profiles support the planner selecting suitable staff. Planning is completed with a confirmation and the corresponding data (dates, times etc.) is transferred to the service orders. As a result, this also releases these orders.

Equipment Management(optional)

In addition to material and capacity resources, operational materials can also be managed. Operational materials are defined as resources that are necessary for carrying out the individual operations in a routing (e.g. tools, tool sets, measuring and test equipment, devices and NC programs). They are assigned to production using entries in the routing lines. Individual operational materials can be identified by unique serial numbers. Inventory management for operational materials is supported with separate posting functions:

  • Issue to production
  • Return from production
  • Issue to maintenance
  • Return from maintenance
  • Withdrawal from service

The inventory management history is documented in a separate operational materials journal. The use of operational materials in routings can be documented at several levels. Operational materials requirements can be determined in advance. Wear and the required maintenance of operational materials can be monitored using the Maintenance module.

PSIpenta Mobile ERP applications provide options for handling service management and maintenance business processes on mobile devices.