0
1.0.0
Zurich, Yokohama Patch 6
The Provider RMA capability within Enterprise Asset Management enables Device as a Service (DaaS) providers, vendors, and manufacturers to manage Return Merchandise Authorization (RMA) workflows and inbound asset orders from a single location. This feature streamlines provider-side asset life-cycle operations, reducing complexity and improving efficiency.
- Provider-focused workflows
Adds specialized flows for RMA response orders (repair or replacement of defective assets) and inbound asset orders (fulfillment of customer asset requests). - New roles
- Provider Asset Manager – Oversees provider asset life-cycle and RMA processes.
- Provider Asset Technician – Executes operational tasks for RMA response orders and inbound asset orders.
- Architecture & integration
- Built as a top-level application, similar to EAM for Healthcare, Facilities, and DCNAM.
- Compatible with Yokohama and later releases.
- Designed for future independent licensing, if required.
- Data model & components
- New tables for enterprise RMA orders, extending ITAM common RMA structures.
- Record producer-based approach for flexible request handling.
- Business outcomes
- Consolidates provider operations for RMA and asset fulfillment.
- Reduces manual effort and accelerates turnaround for defective asset replacement.
- Improves visibility and compliance across provider workflows.
- Provider-specific RMA workflow
- Enables providers, vendors, and manufacturers to manage Return Merchandise Authorization (RMA) processes for assets that are leased to customers.
- Covers provider-side operations only, including shipping tasks for off-site repairs and inbound orders for replacements.
- Inbound asset orders
- Supports the creation and tracking of inbound asset orders for asset replacements within the Asset operations view of the Enterprise Asset Workspace.
- Dedicated roles
- Provider Asset Manager – Oversees RMA and inbound asset order workflows.
- Provider Asset Technician – Executes operational tasks for RMA response orders and inbound asset orders.
- UI enhancements
- Adds the Provider RMA module under the Asset operations view when the application is installed.
- Includes new menu items for Provider Asset Tasks and Inbound Order Lines.
- Integration with DaaS
- Displays the DaaS Asset and DaaS Account columns on enterprise asset forms and child tables for better visibility.
- Customization for enterprise assets
- Dictionary overrides allow enterprise models in RMA flows, extending beyond hardware-only models.
- Shipment tracking
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- Includes tracking for assets shipped to manufacturers for repair or replacement.
Easily manage Return Merchandise Authorization (RMA) response orders and inbound asset orders for enterprise assets. This application is fully compatible with all EAM-dependent workspaces, including Medical, OTAM, and Facility asset workspaces. It streamlines provider workflows, speeds up asset replacement, improves visibility, and provides a unified experience for telecom, data center, and enterprise operations.
- Supported ServiceNow releases
- Compatible with Yokohama and later releases.
- Required core applications
- Enterprise Asset Management (EAM)
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- EAM-dependent workspaces such as:
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- Facility Asset Workspace
- Medical Asset Workspace
- Critical environment asset Workspace
- OTAM Workspace
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- EAM-dependent workspaces such as: