Flexible mapping of the customer configuration with comprehensive possibilities forms the indispensable basis for optimal service in the case of complex products and installations. This "installed base" in the form of a tree structure includes all service-relevant products and third-party products, assemblies and components with all service-relevant information, such as manufacturer or advisor, index (or serial number, version), warranty terms, validity (for modifications), documents of all types, addresses for locations, maintenance intervals as well as a seamless history of maintenance work performed. Mapping with dates included enables the creation of histories for various statuses in the lifecycle of the installation.

Service objects can be created through data transfer or successively during the course of service requests, very simply. Helpful objects such as flexible standard structures support this process of development. The role concept and internet technology make it possible for all internal and external process participants to seamlessly record their activities.