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Author's profile photo Ryan Jones

Digitized Field Service Management – Deliver Maintenance & Service Precision

Digitalized Field Service Management

Throughout the remainder of 2023, I plan to create a blog series that discusses the core features of SAP Field Service Management.  In the first blog post, I will discuss Digitized Field Service Management and some of the exciting features the solution offers. These videos reflect the updates features we have published on the Field Service Management website. See the existing blog series below:

Field service management platform

SAP Field Service Management is a cloud-based software platform that helps companies manage and optimize their field service operations. The platform is designed to provide companies with real-time visibility into their field service operations, allowing them to manage and track their field technicians, dispatch work/service orders, improve the overall efficiency of their service delivery, and integrate front and back-office processes.

The platform offers a range of features, including scheduling and dispatching tools, mobile workforce management capabilities, service contract management, asset and inventory management, and real-time analytics and reporting. It also includes integrations with other SAP products, such as SAP S/4HANA, SAP ECC, SAP Service Cloud, SAP CRM, and BusinessOne, to provide a seamless end-to-end maintenance/service delivery experience. Furthermore, SAP Field Service Management can be connected to other non-SAP systems.

SAP Field Service Management is used by a range of industries, including industrial manufacturing, utilities, professional services, oil and gas, telecommunications, and engineering, construction and operations (and morre) to improve their field service operations and enhance customer satisfaction.

Real-time Scheduling

Real-time scheduling in SAP Field Service Management is a powerful tool for optimizing field service operations through automation. Schedulers have the ability to execute manual planning, use assisted planning, or carry out fully automated planning. Schedulers can also plan directly on the embedded Gantt chart, or via the Service Map (see below image). By leveraging the AI-based platform and real-time data, the software can automatically assign tasks to the most qualified technician based on their skillset, location, and availability. This eliminates the need for manual scheduling and ensures that the right technician is assigned to each job, maximizing productivity and efficiency.

The solution also allows for automatic updates to schedules based on changes in job priorities or technician availability, minimizing delays and reducing the risk of missed appointments. Real-time tracking of technician locations and job status further streamlines the scheduling process, allowing dispatchers to quickly identify and address any potential issues or delays.


SAP Field Service Management – Service Map


SAP Field Service Management – Planning Board


Customer notification

SAP Field Service Management includes an integrated customer self-service portal to provide real-time updates on service execution and tracking. Customers can access the portal to view the status of their service requests, including updates on the technician’s estimated time of arrival, job status, and completion time (see image below). The portal also provides a record of past service requests, allowing customers to track their service history and view any relevant documentation. Additionally, customers can use the self-service portal to make new service requests, schedule appointments, and provide feedback on their service experience. This enhances communication between the customer and service provider, allowing for more efficient and effective service delivery. The solution also includes an Appointment Booking API, which allows customers to schedule appointments for field service directly from the company’s website, mobile app, or other digital channels.


SAP Field Service Management – Customer Self-service Portal

Reporting and Analytics

SAP Field Service Management provides robust reporting and analytics capabilities. Out-of-the-box reports enable users to quickly and easily access key metrics related to their field service operations. These reports cover a range of areas, including work orders, technician performance, and customer satisfaction, see more information here.

In addition, users can configure custom analytics to meet their specific needs. These analytics leverage the power of SAP’s machine learning and AI capabilities to provide deep insights into field service operations. For example, users can use predictive analytics to anticipate service demand, identify potential equipment failures before they occur, and optimize scheduling to improve efficiency.


SAP Field Service Management – Reporting and Analytics


SAP Field Service Management provides companies with the necessary tools to digitize their field service management operations while its powerful platform enables companies to transform their operations and stay ahead of the curve in the digital age. Furthermore, SAP Field Service Management has a investment heavy roadmap to continue adding the innovation and features our customers need.

Any thoughts or questions? Please share any feedback or thoughts in a comment. For related posts and more information, please join our SAP Field Service Management Community page as well as our SAP S/4HANA Cloud for Asset Management pages/communities. For more information, please also check out our SAP Field Service Management Website.

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      Author's profile photo Gonzalo De Reyna
      Gonzalo De Reyna

      Hi Ryan,

      First of all, thank you for your post. I am looking forward to see the series grow.

      I am going to implement in to ISU projects where the customer have bought/licensed FSM and SSAM (SAP Service & Asset Manager). Both have the internal maintenance processes (EAM) and the customer related processes (IS-U Work Management).

      As far as I know, SSAM standard application would be better suite to EAM processes compared to the FSM mobile application as SSAM has standard classification system, meassure points, notificacions coverage, etc.

      I think the proper arquitecture should be, in the EAM case, FSM for scheduling & dispatching integrated with SSAM for mobile.

      Consider that in the last SSAM releases this integration seems possible, my question is: are there any significant limitations to this integration currently? Can be any kind of maintenance order types and operations, etc, assigned through FSM to SSAM?

      Thanks in advance and best regards,

      Author's profile photo Ryan Jones
      Ryan Jones
      Blog Post Author

      Hi Gonzalo,

      Thank you’re the note, and glad you are enjoying the series so far. Exciting to hear you are starting a new project, your architecture is quite common for many Utilities starting Field Service Management projects.

      You’re correct on that, SSAM supports out-of-the-box notifications, measurement points, etc. where in FSM-mobile these are either roadmap items or additional integrations (measurement points set to be supported by FSM-mobile in Q2 2023). I agree the scenario here should be FSM for your schedule/dispatch, then when the order is released in FSM, SSAM will be able to pick this up on the mobile device for execution. There are some limitations to mention – some examples include the execution of Service Orders in SSAM (on the roadmap for Q2 2023), as well as PS Networks. However, with the FSM Cloud Connector, you can use PM/CS orders and dispatch them to be picked up on SSAM.

      I would also suggest taking a look at the following blog and webcast which talks about the FSM-SSAM integration:

      Kind regards,

      Author's profile photo Abel Dicka Ngoh
      Abel Dicka Ngoh

      Hello Ryan,


      Great post, thank you



      Author's profile photo Kevin Rad
      Kevin Rad

      Great post Ryan.