Servitization will transform the traditional product offerings into advanced service offerings and this will redefine the value propositions provided to customers. Servitization has an impact on the business & operating models and the Customer Experience (CX) solution architecture The CX solution architecture covers all touchpoints of the customer journey (interactions). An agile enterprise architecture is required to quickly operationalize the new advanced service offerings and integrate the CX solution architecture. Industry 4.0 is disrupting relationships across manufacturers, customers, and suppliers. Tightly integrated eco-systems of companies will be working together to provide optimal value to customers. Industry 4.0 introduces many new CX technologies (e.g. IoT, AI, AR/VR enabled service support, 3D services part printing) and new CX applications (e.g. chatbots, RPA= Robotic Process Automation, Field service crowd sourcing) within the CX solution architecture. The servitization roadmap helps companies to think big but a company must start small. The best way is to start with the most feasible PMC (Product (solution?) Market Combination) based on the business model analysis. The required application capabilities must be determined based on the additional End 2 End businesses processes. The product manager is responsible for the introduction of the new services.

1. IMPACT SERVITIZATION
ON THE
SAP ENTERPRISE ARCHITECTURE
Frank Luyckx – VNSG focusgroup industry 4.0
https://www.linkedin.com/in/frank-luyckx-26aa131/

2. BUSINESS TRANSFORMATION
Products
Functionality
Single
Transaction
One time
Supplier
Touchpoint
(e.g. EDI)
Solutions
Outcomes
Relationships
Network
partner
Eco-systems
Business & operating models
Agile enterprise architecture
Servitization
(CX) Solution architecture
Transformation by Servitization
Traditional
Product offerings
Advanced
Service offerings

3. AGENDA
1. Impact servitization
2. Impact servitization on business model innovation
3. Impact servitization on operating model
4. Impact servitization on SAP C/4 HANA (CX) solution architecture
5. Impact servitization on ADM enterprise architecture
3
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

4. IMPACT ON THE BUSINESS
4

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MIELE PAY PER USE – WAS BEURTEN

7. IMPACT ON THE BUSINESS MODEL
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8. IMPACT ON THE ORGANIZATION
8

9. AGENDA
1. Impact of servitization
2. Overview business model innovation
3. Impact servititization on industry 4.0 solution architecture
4. Overview SAP C/4 HANA (CX) solution architecture
5. Impact CX solution architecture on hybrid enterprise architecture
9
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

10. OSTERWALDER BUSINESS MODEL
10
Customer
Intimacy
Operational
Excellence
Strategy
Management
Product
Leadership

11. AGENDA
1. Impact of servitization
2. Overview business model innovation
3. Impact servititization on industry 4.0 solution architecture
4. Overview SAP C/4 HANA (CX) solution architecture
5. Impact CX solution architecture on hybrid enterprise architecture
11
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

12. INDUSTRY 4.0 SUPPORTS SERVITIZATION
– (SAP WHITEPAPER)
12

13. Design
products
Customer
Live Time
Value
(CLTV)
by
Customer
segment
Supplier
Spend
Analysis
(SSA)
by
Product
category
Business strategy -to- business model innovation - project portfolio
Market to cashSource to pay Demand to operate
Accounting to profitability
Forecast to demand
Collaborative
eco-omni-channel
Collaborative
eco-sourcing
3D printing Configurator bots
Predictive services
Cobots logisticsMES
Digital rights
Blockchain
Cyber risks
& security
Industrial
platform services
API - Systems
Integration
Internet
of things
Pay per use
Integrated business planning
Digital twin
IMPACT CAPABILITIES
ON OPERATION MODEL
Enterprise architecture -to- ITSM supported - application portfolio
Business model = ROI

14. AGENDA
1. Impact of servitization
2. Overview business model innovation
3. Impact servititization on industry 4.0 solution architecture
4. Overview SAP C/4 HANA (CX) solution architecture
5. Impact CX solution architecture on hybrid enterprise architecture
14
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

15. OVERVIEW C/4 HANA

16. IMPACT INTELIGENT ENTERPRISE

17. DYNAMIC BUSINESS MODEL TO PREDICT
CLTV AND ANALYSE IMPACT BMI

18. CX INTELIGENCE IN MARKETING

19. FOCUS ON PROFITABLE CUSTOMERS
WITH FLEXIBLE VALUE PACKAGES

20. AGENDA
1. Impact servitization
2. Impact servitization on business model innovation
3. Impact servititization on solution architecture
4. Impact servitization on SAP C/4 HANA (CX) solution architecture
5. Impact servitization on ADM enterprise architecture
20
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

21. E2E INTEGRATION

22. Analytics cloud

25. INTEGRATION WITH OTHER (SAP)
APPLICATIONS (OPEN ECOSYSTEM)

26. EXRENSION WITH OTHER APPS

27. CUSTOMER MANAGEMENT

28. AGENDA
1. Impact of servitization
2. Overview business model innovation
3. Impact servititization on industry 4.0 solution architecture
4. Overview SAP C/4 HANA (CX) solution architecture
5. Impact CX solution architecture on hybrid enterprise architecture
28
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

29. INDUSTRY 4.0 PROJECT PORTFOLIO
BUSINESS PROCESS ARCHITECTURE
CustomerSupplier
Market to cashSource to pay Demand to operate
Accounting to profitability
Forecast to demand
Business strategy to Industry 4.0 business transformation project portfolio
Enterprise architecture to ITSM supported application portfolio

30. Strategy
Support
Leadership
Planning
Cash flow
Controlling
Logistics
Contracts
Supplier
Value proposition
Customer
CX SOLUTION ARCHITECTURE
Enterprise
Performance mngt
Business vision
& capital
Non-trade
Procurement
Facility
Management
Sourcing strategy
Business strategy
Supply
planning
SRM
Purchase contract &
order management
Incoming logistics
& transportation
Invoice &
Accounts payable
HRM
Treasury
Manage product
& services portfolio
Business models
Product mngt &
business planning
PLM
MRP & Production
order management
Inventory
& warehousing
Credit control
& dunning
BPM & ICT
management
Management
accounting
Sales & marketing
& service strategy
Operating model
Demand
planning
CRM
Sales contract &
order management
Outgoing logistics
& transportation
Billing &
Accounts receivable
Legal
Financial
accounting
Brand & marketing
management
Business portfolio
& Innovations
EH & S
Corporate (GRC)
governance
Supplier
spend
analysis
by
Product
category
Customer
Live Time
Value
(CLTV)
by
Customer
segment
Pipeline
Purchase posts Transformation posts Revenue postsAccounting
Partners Customers
Operations
Services Subcontracting &
subco management
License contracts &
commodity positions
Service planning &
in-house repair
Daily operations
& maintenance
Service contract &
service management
Installation
& monitoring
C4 sales
ERP – order & logistics
C4 service management
ERP - asset management
ERP - billing
BI forecast
C4 commerce
C4 marketing
Business model innovation
Product management
ERP - finance
ERP PLM
ERP prod
ERP IBP BI Analytics
ITSM PPM

31. CONNECTED LEONARDO SUITE
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32. Design
products
CX forecast &
CX marketing
management
Product mangt &
Market research
Connected markets & partner collaboration portals
Connected fleet & products platform
ERP Billing
& finance
(pay for use)
ERP Delivery &
logistical services
(IoT tracking)
VR/AR services
(service bots)
VR/AR web shop
(sales bots)
API
Sell
Solutions
Service
Solutions
@ Luyckx
Holistic business
model dashboard
(CLTV analysis &
solution configuraton)
ERP Order
management
CX Service
management
Supply chain solutions
Manage markets
CONNECTED CX SOLUTION ARCHITECTURE
Connectedassets&AINplatform
ConnectedCMS&configplatform
Asset usage
management
(IoT alerts)
CX commerce
& CX sales
AI

33. AGENDA
1. Impact of servitization
2. Overview business model innovation
3. Impact servititization on industry 4.0 solution architecture
4. Overview SAP C/4 HANA (CX) solution architecture
5. Impact CX solution architecture on hybrid enterprise architecture
33
For Every
Physical Asset
There should be a
Trusted Digital Asset
Accurate
Up to date
Traceable
Available
Consistent
Secured
Accessible

34. ENTERPRISE ARCHITECTURE
AGENDA ADM THEMADAG 25 JANUARI
Enterprise
Information
Management
(EIM)
Enterprise
Application
Management
(EAM)
Boardroom
business model
@ SAP
E2E Data
Management
(MDG & Hybris)
@ Fabory
BPM 4 SAP
template
@ ERIKS
API economy
@ Post NL
EIM (EDW)
Architecture
@ SAP
Application
Rationalisation
@Belasting dienst
Business &
Operating model
@ Corbion
SAP Portfolio
& Project
Management
@ Agrifirm
Agile Service
Management
@ ENECO
Business
IT alignment
Business
Transformation
Management
(BTM)
IT
Governance
IT
Operations
E2E Operational
excelence
@ Friesland
Campina
E2E Operational
IT monitoring
(SSM insight)
@ SAP
Enterprise
architecture
(mode 1)
@ ERIKS
Enterprise
Architecture
Industry 4.0
Transformation
Management
(ITM)
BI-MODAL IT
with Mendix
@ Philips
Industry 4.0
@ Friesland
Campina
Digital
innovation center
@ Capgemini
Digital enterprise
architecture
(mode 2)
@ Akzo
Global
innovation
center
@ Schneider

35. IMPACT OF CX ON THE ENTERPRISE
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