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What is service lifecycle management?

Service lifecycle management (SLM) is the practice of aligning service parts management, technical communication, field service management, and product support operations to maximize customer uptime. Companies use SLM to manage parts and inventory, communications across teams, oversee service activities, and support overall product operations to assure that customers’ assets and machines operate with maximum uptime.

The four stages of SLM

A successful SLM organization utilizes four main stages: connection to the asset, orchestration of resource delivery, execution of work, and a good data foundation to optimize activities.
Connection

Connect

Connect with installed assets and the customer:
Track real-time performance and usage, predict future events, and establish a relationship with the customer.

Connect with installed assets and the customer:
Track real-time performance and usage, predict future events, and establish a relationship with the customer.

Orchestrate

Orchestrate

Set up service processes and information:
Establish customer engagement and operational process, provide necessary service information and content, and establish entitlements and related commitments.

Set up service processes and information:
Establish customer engagement and operational process, provide necessary service information and content, and establish entitlements and related commitments.

Execute

Execute

Deliver on work and customer commitments:
Enable involved stakeholders, streamline work completion and validation, and capture asset data

Deliver on work and customer commitments:
Enable involved stakeholders, streamline work completion and validation, and capture asset data

Optimize

Optimize

Plan for resource demand:
Uncover resource demand for people and parts, identify and prepare necessary resources and information, ensure revenue coverage.

Plan for resource demand:
Uncover resource demand for people and parts, identify and prepare necessary resources and information, ensure revenue coverage.

Connection

Connect

Connect with installed assets and the customer:
Track real-time performance and usage, predict future events, and establish a relationship with the customer.

Connect with installed assets and the customer:
Track real-time performance and usage, predict future events, and establish a relationship with the customer.

Orchestrate

Orchestrate

Set up service processes and information:
Establish customer engagement and operational process, provide necessary service information and content, and establish entitlements and related commitments.

Set up service processes and information:
Establish customer engagement and operational process, provide necessary service information and content, and establish entitlements and related commitments.

Execute

Execute

Deliver on work and customer commitments:
Enable involved stakeholders, streamline work completion and validation, and capture asset data

Deliver on work and customer commitments:
Enable involved stakeholders, streamline work completion and validation, and capture asset data

Optimize

Optimize

Plan for resource demand:
Uncover resource demand for people and parts, identify and prepare necessary resources and information, ensure revenue coverage.

Plan for resource demand:
Uncover resource demand for people and parts, identify and prepare necessary resources and information, ensure revenue coverage.

IDC-MarketScape-SLM-PTC-2023-2024-report

IDC MarketScape names PTC a leader in SLM platforms

PTC is once again positioned in the Leaders Category in this latest 2023–2024 IDC MarketScape for Worldwide Service Lifecycle Management (SLM) platforms. Read this excerpt to gain insights on the increasing importance of picking an SLM vendor that delivers a complete suite of service capabilities, can be implemented at scale, and has what it takes to future proof your service operations.

Read the Excerpt

Service lifecycle management case studies

Optimize Immense Service Parts Network

In an exceedingly complex aerospace supply chain, Boeing needed a flexible enterprise service parts management solution with a firm foundation in advanced data science.

Read Their Story

Achieve Regulatory Compliance with Harmonized Data

B. Braun began partnering with ServiceMax in 2016 to improve the uptime and lifespan of its products, and transform its service operations and compliance management.

Read Their Story

Improving Technician Effectiveness and Service Performance

With ArborText and Windchill, Kirloskar was able to achieve a true SLM across their entire service channel, ensuring better and faster customer service.

Read Their Story

Drive Service Efficiency and Grow Business

To consolidate dozens of disparate systems, create standardized processes, and increase service efficiency, Kodak Alaris sought out a cloud-based FSM platform to meet their needs.

Read Their Story

PTC’s service lifecycle management products

ServiceMax

ServiceMax

Manage end-to-end service processes to assure compliance and meet SLA/contract needs.

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Servigistics

Servigistics

Control inventory to ensure optimal supply, delivery, and costs.

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Arbortext

Arbortext

Create, manage, and deliver content with a single flow of data.

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iWarranty

iWarranty

Maintain a view of product and service knowledge with best-in-class warranty management software.

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Vuforia

Vuforia

Use advanced AR content development solutions to address workforce challenges and meet business goals.

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Frequently asked questions

  • What is SLM in PLM?

    Service lifecycle management (SLM) and product lifecycle management (PLM) complement each other. PLM is the digital component for supply chain agility and business continuity. Data allows organizations to control costs, speed time to market, and offer quality and compliance. SLM is the physical component made up of assets and machines that require management of service, parts, communications, and product support.

  • How is SLM related to IoT?

    Service lifecycle management (SLM) systems would employ Internet of Things (IoT) devices to do a variety of things. For example, IoT sensors could monitor the health or performance of a machine. Should the sensor spot a possible issue, it might alert the SLM system for service. Data from IoT-connected assets would allow service management teams to make better business decisions in deploying technician resources or predicting parts inventories.

  • What are the stages of service lifecycle management (SLM)?

    Generally, there are four stages of SLM. They are:

    1. Connecting the physical asset once it has left assembly and been sold to a customer. (Connecting)
    2. Placing resources in the right spot to meet future service demand. (Orchestrating)
    3. Executing work whether tied to customer commitments or based on customer expectations. (Executing)
    4. Establishing a good foundation of data to make the necessary adjustments to your service business. (Optimization)

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