A lot of blogs have been written about Field Service Management and how to setup SAP Field Service Management (FSM) and integrate it with the different SAP backend systems. However, it seems quite hard to get a clear overview on when to select which type of integration. Therefore I created this blog to give you a high-level overview on which type of integrations you want to select for your business case. If you are wondering if you want to use SAP FSM or SAP Mobile Asset Manager, you can read the following blog post.
This blog gives an overview of the integrations and is the first of 4 blogs. The 3 upcoming blogs will go into the details of the integration types.
Let’s start with an introduction: SAP FSM is a cloud solution that consists of a cloud backend system for a planner to create, manage and plan/assign a service call to an internal technician or an external crow technician.
The technician has a mobile app available on all different platforms (Microsoft Window, Apple and Android) to handle the service calls, record used parts, hours worked, mileage travelled, etc.
This FSM function overview provides a detailed view on what the possibilities are of each of the mobile or web platforms.
This might determine the next steps in the integration.
All objects described before can be integrated with an SAP backend system to avoid manual duplication of data. The level detail of this integration will determine the type of integration your company needs.
A representation of it in a picture makes it easier to understand:
Basically, there are two types of integrations:
- Cloud based integration using SAP Business Technology Platform (BTP) integration (previously known as SAP CPI)
- On premise integration using an ABAP connector and message broker which can be installed on SAP BTP or on a windows environment on your local network
Each type of integration follows the basic objects that are integrated, that we will discuss in detail in the related blogs.
Service objects of the backend are transferred into service calls in SAP FSM Cloud. This is available in all integration models, but it’s also possible to custom build this integration using the FSM API toolkit.
The result of the tasks that has been performed by the technician will be a summary of effort, cost and potentially also parts used.
The integration is based on master data which is also always available from the backend to the SAP FSM Cloud. But the feedback/updates from SAP FSM to the backed systems is not always available so that why I used dotted lines for the return flow.
In the SAP help you can find an overview of the current and planned integrations.
The most basic way of integration that is always available would be file based integration using manual up and download of the data. This is not advisable for recurring integration, only for initial loads.
We will explain some of the integration scenarios in detail in the following blog posts.
Already a spoiler alert: the ABAP/on premise integration is the most complete an powerful integration and can be developed to your own needs. Try to think about which capabilities you would actually need, because complete and powerful also means a higher complexity.
We will cover the following 3 topics in detail in the next blog posts:
- C4C/Sales Cloud integration (part of the SAP CX Cloud portfolio)
- S/4HANA Cloud Service integration
- S/4HANA OnPrem PM/CS backend integration
By Jimmy Laureys – Solution Architect - SAP FSM integration expert - Partner at Amista