Service organizations are often split up by area: geographically (east, west), by product line or group, or by type of service (telephone or on-site). Within a geographical area, there may be one or more service facilities. Areas are defined in SSM with Area Maintenance (11.15.1).

Once defined, areas can be associated with service engineers and end users. These relationships are used by the engineer scheduling function to assign engineers to problems reported by end users in the appropriate area.

A site and location can also be associated with each area, representing the source of repair parts for calls serviced in the area. This site and location provide inventory issue defaults in Call Activity Recording and MO Maintenance if the engineer does not have a site and location defined.