1. The How, Why & When of PLM: Service Management at the ASUG Annual Conference and Beyond Session 4010

2. Who: Group Structure Product Lifecycle Management Engineering & Construction (E&C) Environmental Health & Safety (EH&S) Plant Maintenance (PM) Product Data Management (PDM) Project Systems (PS) Quality Management (QM) Service Management (SM)

3. How: Group Leadership Joe Fortescue, PSEG PLM Group Chair Ray Tucker, Briggs & Stratton Influence Chair SM SIG Chairs Roger Koopman, Lennox Intl. JoEllen Fiorvante, Eli Lilly Program Coordinator SM SIG Program Chair Richard Kiefer, Lam Research Corp.

4. How: Group Involvement Educate –Chapter Meetings –ASUG Education: Webcasts, Teleconferences, Symposiums, ASUG Forums, Speakers Bureau, ASUG Annual Conference & Vendor Fair Network –Chapter Meetings –asug.com, –ASUG Education: Webcasts, Teleconferences, Symposiums, ASUG Forums, ASUG Annual & Conference & Vendor Fair Influence –The ASUG Influence Model: Influence Councils –ASUG Education: ASUG Forums, ASUG Annual Conference & Vendor Fair

5. Why: What a Group Offers ASUG Groups provide members direct access to: –Colleagues with similar interests and workplace challenges –SAP representatives and resources –Year-round community offering educational, networking and influencing opportunities via asug.com –Group & SIG specific e-mail notifications and updates

6. Why: Group Volunteers Our success is made possible due to your energy and efforts. Volunteer to: –Obtain the most benefit from your company’s membership –Expand your network of contacts –Be acknowledged as an expert in the SAP community –Be recognized within your company by ASUG

7. Elections Floor open for the following nominations: -SIG Chair -SIG Program Chair

8. SM or CS (are you confused)??: SIG Name Prior to 4.6: Service Management (SM) Post 4.6: Customer Service (CS) Proposed revised name: CS (formerly SM) Customer Service formerly Service Management

9. PLM vs. CRM Where does Customer Service/Service Management belong? -Product Lifecycle Management (PLM) Or -Customer Relationship Management (CRM)

10. Where: After the Conference Mark Your Calendars ! 2003 ASUG Forum on PLM November 2-5, 2003 Phoenix, Arizona Call for Speakers available NOW! Visit http://www.asug.com/events/asug2003/ for more information.

11. Initial SM Topics Suggestions for the Forum: -Technical Objects/Master Data -Contracts-Warranties -CATS Interface-Time Confirmation -Reporting-Resource Related Billing -Configuration Management -Service Order/Notification Processing -Measurements and Counters -Service implementations using CRM Need Your Input – tell us what you want!!! When: Planning for the Forum

12. Call for Speakers We need speakers for the Fall Forum! This year – Entire conference fee comp’ed for speakers (previously 50% comp.) When: Planning for the Forum

13. Question and Answer Keep abreast of current changes at asug.com For Group questions, contact ASUG at groups@asug.com or 312.321.5142

14. Thank you for attending! Please remember to complete and return your evaluation form following this session. Session Code: 4010