sapsa-fsm.pdf

Sean Stänkelström
Nov, 2021
End-to-End Service
with S/4HANA & Field Service Management

2
INTERNAL
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ
AGENDA
• Introduction
• End-to-end Service
• Wrap-up

4
INTERNAL
Evolution of Aftermarket Services
Value
Break-fix
maintenance
service
Preventive
maintenance
service
Solution- and
Outcome-
based service
Customer
Interaction
Form of
Service
Transactional Contractual “Transparent”
Evolution of Service
Call Center
Spare Parts
Maintenance
Service
Value-Add
Service
“Equipment-
as-a-
Service”

5
INTERNAL
End-to-End Service Process
Plan, Optimize &
Orchestrate
Invoice &
Close
Sell, Contract &
Engage
Schedule &
Execute
• Offer and sell services &
outcomes
• Contract lifecycle
management
• Engage with customers via
multiple channels and self-
service
• Ticketing & remote support
• Service planning and
operations
• Ensure environmental health
& safety
• Schedule, dispatch and
optimize work and resources
• Mobile service execution
• Help technicians to perform
their jobs best
• Touchless billing
• Accounting and
profitability management
• Identify cross-/up-sell
opportunities
Analyze, Integrate &
Extend
• Analyze profitability and compliance
• Deliver value across the service organization
• Enhance standard service solution with apps & extensions

6
INTERNAL
SAP S/4HANA in the Intelligent Enterprise: Solution Overview
Enterprise Management
Suite LoB
Solutions
SAP S/4HANA
LoB Solutions
SAP S/4HANA
LoB Solutions
Suite LoB
Solutions
Sales & Marketing Finance Manufacturing Supply Chain
Sourcing & Procurement Human Resources
R&D / Engineering
Service Asset Management
• Core HR and time recording
• Operational procurement
• Sourcing and contract management
• Supplier management
• Procurement analytics
• Invoice management
• Service master data and agreement
management
• Service operations and processes
• Service parts management
• Maintenance management • Enterprise portfolio and project
management
• Product engineering
• Central procurement
• Asset operations and maintenance
• Environment, health, and safety
• Extended enterprise portfolio and
project management
• Product lifecycle management
• Product compliance
• Core human resources and payroll
• Talent management
• Time and attendance management
• Human capital analytics
• Services Procurement
• Supplier management
• Collaborative Network
• Guided Buying
• Augmented Decision Making
• SAP Enterprise Product
Development (EPD)
• SAP Intelligent Asset Management
• SAP Geo Enablement Framework
• SAP Field Service Management
• SAP Service Cloud
• SAP CRM
• Order and contract management
• Sales force support
• Accounting and financial close
• Financial operations
• Cost management & profitability analysis
• Enterprise risk and compliance
• Inventory
• Warehousing
• Delivery and transportation
• Order promising
• Production engineering
• Production planning
• Production operations
• Quality management
• Manufacturing insights
• Sales performance management • Advanced accounting & financial close
• Advanced financial operations
• Treasury management
• Commodity management
• Real estate management
• Subscription billing & revenue management
• Advanced warehousing
• Advanced transportation
• Advanced order promising
• Extended service parts management
• Extended production planning and
scheduling
• Extended Production Engineering and
Operations
• Governance, risk, and compliance
• Financial services network
• SAP Cash Application
• Financial planning & analysis
• SAP Integrated Business Planning
• SAP Global Batch Traceability
• SAP Logistics Business Network
• SAP S/4HANA Transportation Management
• SAP S/4HANA Extended Warehouse Management
• SAP Warehouse Insights
• SAP Sales Cloud; SAP CPQ
• SAP Commerce Cloud
• SAP Marketing Cloud
• SAP Qualtrics
• SAP Customer Data Cloud
SAP Customer Experience
• SAP Digital Manufacturing Cloud
• SAP Manufacturing Suite
(SAP ME, SAP MII, Plant Connectivity)
additional installation
additional license
additional license
additional license
additional license
SAP S/4HANA

7
INTERNAL
• Asset Network and Collaboration with SAP Asset Intelligence Network (AIN)
• Mobile Field Service Execution with SAP Field Service Management (FSM)
SAP S/4HANA Service Overview
Subscription Order
Management
Financial Shared
Services Management
Service Master Data and
Agreement Management
Service Operations and
Processes
Service Parts
Management
Engage with customers on multiple platforms for their requests, complaints, and any other
interactions.
Combine services and products as a packaged solution.
Perform services efficiently and effectively, with all the required material and human
resources. Bill customers in a timely manner in accordance with contractual agreements.
Improve efficiency in parts fulfillment, planning, procurement, and warehousing with
integration of core materials management and finance functions.
Leverage intelligent shared service capabilities with automation based on ML/AI.
Extend commercial service offerings with enhanced subscription management.
Service Management
Overview
Maintenance Plan
SAP Field Service
Management
Manage customer asset records, service history, and commercial agreements.
Plan preventive maintenance services based on the relevant information readily available.
Monitor operations and business outcome of services business by holistically looking at the
entire service processes.
SAP S/4HANA
Enterprise
Management
SAP S/4HANA
LoB Apps
Suite LoB
Solutions
additional license
additional license

11
Confidential
Revenue
Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM)
Service
Order
Installation
Repair
Maintenance
Plan + Dispatch
Check + Approve
Smartphone
Tablet
Desktop
Time Tracking
Materials Used
Spare Parts Used
Checklists
Expenses + Mileages
Error Codes
Service Report
Order Finalization
SMS
Notification
Workflow
Steps
Quality
Assurance
Reports +
Analytics
Invoicing
Approval
Administration
Customer feedback
SAP enables speedy resolutions, efficient processes
and smooth data flow
Material
Cost
Time-
sheet

14
Confidential
Revenue
Trigger Back Office (S4) Scheduling (FSM) Mobile Field Service (FSM)
Service
Order
Installation
Repair
Maintenance
Plan + Dispatch
Check + Approve
Smartphone
Tablet
Desktop
Time Tracking
Materials Used
Spare Parts Used
Checklists
Expenses + Mileages
Error Codes
Service Report
Order Finalization
SMS
Notification
Workflow
Steps
Quality
Assurance
Reports +
Analytics
Invoicing
Approval
Administration
Customer feedback
SAP enables speedy resolutions, efficient processes
and smooth data flow
Material
Cost
Time-
sheet

16
PUBLIC
Planning &
Dispatching
Smartforms
& Feedback
Analytics
Customer
Self-Service
SAP
Field Service
Management
IoT enabled
Field Service
Integration to
back-end
Mobile
Field Service
Optimize Your Field Service
Field Service Management
Crowd service

17
PUBLIC
Automatic Scheduling and
Optimization
Auto-scheduler plugins are scheduled or
event-triggered through business rules
This includes:
Preconfigured & customizable
Optimization Plugins fully tailored to the
business case of the company
Assisted Planning
Assistance with show
timeframe and find
matching technicians
Direct manual planning
Supported by intuitive click
and point interface
(Drag-and-Drop, or
Unassign, or Assign to)
Planning Modes: Degree of automation?

18
PUBLIC

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PUBLIC
Mobile Field Service Management App – Speed up issue resolution and
enable smooth information flow
§ Cut resolution times by giving technicians a mobile access to
relevant information related to customers, services, products
and spare parts – set which tools are required to perform a
certain job
§ Make it easy for technicians to find the right location with
mapping and GPS tracking – and maintain the visibility on
where they are
§ Support your technicians with mobile checklists to meet EHS
(environment, health and safety) standards
§ Reduce paper work and enable a smooth information flow by
capturing time, material and expenses on mobile device
§ Also capture electronic signatures and customer feedback
§ Stay productive also when connectivity is low and utilize the
offline functionality
§ Service workflows with dedicated screen types allow to set
focus on the relevant information for that specific step

21
PUBLIC
Smartforms | Boost service performance and quality
§ Support your service teams and enable
quick resolutions with documentation,
product manuals and video tutorials
§ Maintain high quality standards with
dynamic checklists
§ Capitalize on knowledge gathered on the
field to better understand customers and
employees
§ Share data and increase transparency
across the field service supply chain and
other teams

22
PUBLIC
Customer Self-Service | All about the Customer
Planning & Dispatching Field Service End Customer

23
PUBLIC
Customer Self Service | Help customers to help themselves
§ Access 24x7 self-services by scanning a QR code or
another unique identifier
§ Let your customers schedule an appointment with a service
technician guided by an intelligent chatbot
§ Enhance your customers’ self-service experience with a
transparent overview of the entire process
§ Accelerate service with interactive dialogue (chatbot) to
triage, diagnose, and resolve issues

24
PUBLIC
Crowd Service | Expand Your Service Teams
§ Expand your service teams with partners, freelancers and
other skilled resources and leverage them on demand.
§ Meet customer expectations for real-time service with on-
demand workforce
§ Optimize resource allocation with AI-based scheduling: find
the best available technicians in the right location for each
job
§ Crowd workers have ability to accept or reject assignments
within a set timeframe
§ Maintain high service quality and support your crowd
workers with mobile field service management

Field Service End-to-End Flow
Service Requests / Workorders
Service Center / CRM
Intelligent Asset Mgmt
Service Contracts
Solution Orders
Service Order
iOT
Planned Maintenance
Self-Service
Execution
Partner Portal
Planning
Service Calls
Invoicing &
Cost Control
Approvals & Reporting
Preparation
Projects
Experience Management (QUALTRICS)
Reporting & Analysis (SAP SAC)

28
INTERNAL
Intelligent Service Management
Your trusted path to an intelligent enterprise
Digital Age User
Experience
Digital assistance and
natural language
conversations for increased
productivity and user
satisfaction
New Business
Models
Rapidly design and execute
new business models and
digital services, based on
advanced end-to-end
processes
End-to-end Process
& Real-time Steering
Context aware, real-time,
predictive insights so you
can make better decisions
and adjustments, faster

Thank you!
Contact information:
Sean Stänkelström
Solution Advisor – Intelligent Service Management
Sean.Stankelstrom@sap.com

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INTERNAL
SAP Field Service Management
Standard Integration Scenarios available
SAP
S/4HANA
Service (Cloud)
SAP S/4HANA
Service (on premise)
SAP ECC
CS, PM or PS
SAP CRM
7.0
SAP
Field Service
Management
SAP
CX Service
Cloud
SAP S/4HANA
PM, PS or CS
(compatibility mode)
based on FSM Cloud Connector
included in SAP FSM License price
provided by SAP Partner Proaxia
SAP
Business
One
based on SAP
B1 Cloud
Connector
included in SAP
FSM license price
based on SAP Integration Suite (formerly known as CPI)
SAP Integration Suite license is required
Enterprise Messaging Service (EMS) is required for SAP S/4HANA Service (Cloud) integration

32
INTERNAL
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ Standard Interface available now
Standard Service Process
Description
• A released service order is
replicated into the FSM planning
board
• Using advanced scheduling the
best matching technician(s) can be
assigned to the service order
• Releasing the assignment will push
a notification to the technician’s
mobile app
• On the offline mobile app, the
technician can confirm planned and
unplanned effort, parts and
expenses. The technician can also
generate a PDF summary and
capture the customer’s signature
• After T&M Journal approval a
Service Confirmation is created with
follow-up Timesheet, Goods
Movements and Billing
Field Service Management with SAP ECC CS/PM/PS or S/4HANA CS
(comp)/PM/PS
SAP ECC CS/PM/PS
S/4HANA CS (comp)/PM/PS SAP Field Service Management
PM MAINTENANCE ORDER
CS SERVICE ORDER
OPERATIONS
COMPONENTS
CS SERVICE
NOTIFICATION
CS SERVICE
CONFIRMATION
DEBIT MEMO REQUEST
GOODS MOVEMENT
TIMESHEET
NOTIFICATION
PROJECT
USAGE
FOLLOW UP
SERVICE CALL
MOBILE
ACTIVITY
T&M JOURNAL
RESERVED
MATERIAL
SCHEDULING
APPROVE
EFFORT
PARTS
MILEAGE
EXPENSES
SMARTFORMS
FEEDBACK
TOOLS
EFFORT
PARTS
MILEAGE
EXPENSES
SMARTFORMS / CHECKLISTS
FEEDBACK CODES
USED TOOLS
Standard integration scenarios can be modified using the ABAP Enhancement method
INVOICE
PS NETWORK ORDER

33
INTERNAL
Customer Service to Field Service with S/4HANA Service | Reference Architecture (*)
(*) subject to change and partially roadmap
SAP S/4HANA SAP Field Service Management
SERVICE
CONTRACT
SERVICE ORDER
SERVICE
QUOTATION
SERVICE CALL
MOBILE
ACTIVITY
SERVICE
CONFIRMATION
T&M JOURNAL
BILLING REQUEST /
INVOICE
GOODS MOVEMENT
TIMESHEET
SAP Cloud for Customer
CHANNELS
AGENT DESKTOP
TICKET
MAINTENANCE
PLAN
RESERVED
MATERIAL
SERVICE
SPARE PART
RELEASE
SCHEDULING
APPROVE
EFFORT
PARTS
MILEAGE
EXPENSES
SMARTFORMS
SOLUTION ORDER
ATP/RESERVATION/
PURCHASING
EFFORT
PARTS
MILEAGE
EXPENSES
SMARTFORMS
TIMELINE

34
INTERNAL
Selected SAP Field Service Customers

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