In addition to high product quality, the services offered with a product play a crucial role in creating a lasting competitive advantage. In many cases, the quality of a product is easier to determine than the quality of the services provided with it. What metrics now allow us to assess both product and service quality, and how can these be integrated into an IT system? The author explains in this book how meaningful key figures for the area of service management can be derived from the operational data of an ERP system. The implementation of these key figures is exemplified using the ERP system "IFS Applications." This book is aimed at decision-makers in companies who wish to analyze the offered services in terms of cost and benefit.