SAP Field Service management (Also known as SAP FSM) is cloud based comprehensive, proactive, AI-enabled field service management offering from SAP to resolve customer issues through mobile integration. It is very useful for utility industries to address their field service needs such as Meter Maintenance, disconnection or reconnection, service line maintenance, customer service etc. In this blog post I will give you a short overview of SAP FSM and Its integration with mobile application & backend SAP Enterprise Resource Planning (ERP) System.

SAP FSM has many features to support field service operations. It includes,

• Customer Self Service
• Planning & Dispatching
• Crowd Management
• Smartforms & feedback
• Analytics & Reporting
• Master Data Management
• Setting & Configuration

Sample view of SAP FSM Shell Portal

In traditional utility industry, Field Service is primarily handled in SAP IS-Utility Module through Plant Maintenance service order or CS Service Order and integrate with mobile device through 3^rd party Field Service application with major custom development. To bridge this gap, SAP is come up with its very own Field Service application called SAP FSM. SAP FSM is integrated with backend SAP S4 or ECC ERP system through multiple types of connector. Most popular connectors are;

• Proaxia Connector
• SAP CPI Connector

In this blog, I shall cover Proaxia connector to integrate to handle Plant Maintenance service order for field services. Proaxia is SAP’s add-on standard connector which could be hosted into on-premise or cloud.  Backend Integration is seamless through SAP IDoc technology. Below diagram is reparent cloud-based Integration of S4 HANA & SAP FSM through Proaxia connector.

Some of the important design concepts are as follows;

• Configurable Target address for better flexibility
• Transfer data which are relevant for service orders (e.g. Order Type, functional location, person responsible) to FSM for technician assignment.
• Capture feedback on working time, expenses, material can be made via the SAP FSM Mobile App and pass-on information to backend system.
• Spare parts planned in the maintenance order are shown to the Technician in the SAP FSM Mobile App.
• Use of checklists for documenting the work performed and the condition of the equipment
• Integration of workflow status and final confirmation between SAP FSM and PM maintenance order
• Automatic posting of confirmations in SAP S/4 or ECC backend
• Predefined business partner is used for the integration with SAP FSM & backend ERP

Standard operating procedure is described below for your understanding.

Below diagram showcase sample planning board in SAP FSM.

Below diagram showcase sample mobile application in SAP FSM.

Sample Mobile View

SAP FSM is very user-friendly cloud based mobile solution which could be useful for service-oriented industries such as Energy & Utilities, Insurance etc.

I am curious about your comments and thoughts regarding SAP FSM!

More FSM topics are planned for the next weeks, so keep an eye on my profile!