Service Process Management

Establish a foundation for accurate and accessible service information

Driving excellence with service process management

PLM enables companies to centrally manage all service information in relationship to products, systems, and components. The key advantage of this product-centric approach is that it helps companies maximize the reuse of engineering and configuration-specific information. Having a single source of truth to the latest service information is critical for technicians to remain productive and efficient throughout the service lifecycle.

Improving technician effectiveness and service performance

Reducing customer downtime, improving first-time fix rates, eliminating errors and waste—these business improvements are all dependent on technicians having the correct service and parts information when they need it.

With PTC’s service process management solution, technicians have the right information at the right time. Parts lists, technical documentation, and illustrations from CAD models are trusted because they are automatically linked and updated to the latest engineering and design information. Service documentation is then released sooner, resulting in a faster time to market, while support and service engineers solve problems faster, driving up customer satisfaction scores.


Concurrent engineering with service process management

PTC’s PLM solution leverages the engineering or manufacturing bill of materials (EBOM or MBOM) to define the parts and kits used in the service environment (service bill of materials or SBOM). From the SBOM, parts information for specific product configurations is automatically generated for consistent and accurate repairs. SBOMs are kept up to date with change management workflows that provide early and frequent visibility to the service organization. Integrated 3D CAD models are used to create easy to understand interactive graphics.

Service information is delivered across a comprehensive range of formats (service manuals, training documents, augmented reality, etc.) and languages. Stakeholders can access relevant product information using permissions that filter content as appropriate.


Key product features

Gain efficiencies across your service organization by automating and connecting the entire service lifecycle to the latest engineering configuration and product information.

Transform product structures: Transform and maintain product structures in relation to product development and engineering data

Support product variants: Provide product-centric SBOMs (service BOMs) to create serial number/end item-specific parts lists to service all product options and variants

Contextual visual sontent: Assemble and deliver dynamic parts catalogs and 3D interactive parts lists and augmented reality models to the point of service

Parts definition and change management accuracy: Manage service parts definition and changes related to product applicability

Electronic content delivery: Deliver original service content alongside supplier content using Arbortext

Service instructions: Non-intrusive 3D and augmented reality service instructions and guidance for field service technicians using Creo Illustrate and Vuforia

Manage translations for a global audience: Supports global distribution of content in multiple languages for parts descriptions and service document content

SAP integration: Third-party enterprise platform integration for parts and assemblies manufacturing

Connected service: Leverage IoT data for as-maintained predictive and preventative maintenance using ThingWorx

Customer story


Lufthansa Technik uses service to pursue new business opportunities

Manufacturers in the aerospace industry are reshaping their strategies and pursuing new business opportunities.

Watch the Video

Volvo CE

Hear how Volvo CE is utilizing Windchill and ThingWorx to drive service efficiencies.

Watch the Interview

KOEL improves service efficiency

See how KOEL utilizes PTC’s service process management and BOM management capabilities to create, manage, and deliver accurate and clear product information to field service teams and their dealers.

Read Their Story

Learn more about Windchill, PTC’s service process management platform

Find out how PTC’s PLM product, Windchill, is a proven solution for a wide range of enterprises. Windchill has been implemented across the globe, providing 1.5 million users with the pillars of the digital thread. This trusted solution is scalable, helping dispersed engineering, service, and manufacturing teams get on the same page. Windchill ensures that stakeholders across the enterprise have access to the latest configurations, product, and parts information.

Explore Windchill

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