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Best Practices for Implementing Field Service Management (SAP Service Cloud)

SAP Field Service Management Implementation



Table of Contents

Introduction

This document is published to share implementation methodology best practices of SAP Field Service Management (FSM) used in recent projects. SAP Activate methodology is used for the implementation as outlined in Project Delivery Framework for SAP Service Cloud.

In addition, this document gives further suggestions on what the implementation team should consider while integrating with SAP ECC Customer Service.

This project's objective is to replace a home-grown application with SAP Field Service Management while effectively optimizing the field service planning and execution and to have a seamless integration with SAP ECC Customer Service. The solution also refers to SAP JAM used to form an internal collaboration platform for their employees on escalation, non-conforming, and general collaboration topics.

Expected Business Benefits

Customer is one of the leading suppliers in Semiconductor process equipment for wafer processing and operates in multiple regions. Before starting the project itself, it's imperative that there is a clear understanding of the expected business benefits from project team, Customer IT team and Business Stakeholders from customer. The following are the expected key business benefits which is defined together with business stakeholders:

  • Reduce administrative workload for Field Service Engineers and Service Managers 

  • Reduce number of escalations during field service execution

  • Create a knowledge base of repeated issues and resolution process

  • Automate the part requests and returnable processing with seamless integration to back-office applications


Solution Overview

Product Capabilities

SAP Field Service Management (FSM) provides a field service management solution which helps service providers deliver superior value to their customers. The weakest link is often the availability of field service technicians to respond in real-time in terms of when, and where, maintenance is needed.

Workforce Management offers real-time workforce scheduling, planning and dispatching for your field service engineers. The planning board allows dispatching of tickets to Field Service Engineers (FSE) who get notified in real-time via their mobile field service app. Gantt charts could be used to plan and manage complex installations.  It provides the technicians with access to customer, service, and parts information.

Offline capabilities ensure access to information even during the unavailability of the internet. It allows service organizations to rapidly build and maintain a best-practice-based, feature-rich, omni-channel field service solution.

Micro Learning Videos

Learn more about SAP Field Service Management from these micro learning videos 


Solution Architecture


SAP FSM provides an out of the box integration with SAP ECC Customer Service module for creating installation & qualification (I&Q), paid services, warranty services and other service order types. This integration is realized through the ECC Connector (E4C) which also gives flexibility in extending the integration. For example, creating automatic quality notification in SAP Quality Management (QM) is possible by extending the integration via implementing BADI. 

SAP FSM also offers framework such as Streaming API. This streaming API feature is used to achieve integration with the SAP Jam Collaboration platform through SAP Cloud Platform Integration.



Activate Project Methodology

We follow the SAP Activate as recommended best practice for this implementation. This helps promote a higher quality final product because it combats the difficult task of customers fully understanding and identifying all requirements in the software project planning phase. This also allows for the stakeholders to adjust the priorities of the remaining tasks easily throughout the entire implementation process


The following process is used in FSM implementation:

Discovery (Trial) & Prepare phase

  • Solution is demonstrated as proof of concept with integration from FSM (new tenant in cloud) to SAP ERP (Sandbox system in Customer landscape) 
  • Identified all the delta requirements and documented the gaps
  • Prioritize the requirements based on their needs before putting it in the backlog item
  • Finalize the project plan and governance process. 

Explore

  • Delta Design workshop – Functional Specification
  • Prepared the solution design (FS) for the identified delta requirements and gaps
  • Review and evaluate the solution design with the business process 

Realize

  • Configuration of the system with the agree functionalities in FSM system
  • Develop the backlog respond to the E4C component/ ECC CS
  • Configuration of JAM component
  • Unit Test/SIT by IT team
  • User enablement and IT user training
  • UAT (user acceptance testing) performed based with the IT/business users

Deploy       

  • Perform the technical cutover activities
  • Onboard the users 
  • Communicate to business users

Quality Governance Process and Q-Gates

It's important to align with the customer on the quality governance process during Prepare phase itself. Following Q-Gates are defined along with Entry and Exit criteria. 


Unit Test – Acceptance Criteria


Test object

Backlog item(s)

Landscape

Development

Entry criteria

  • Development Completed

Procedure

  • Unit Test Creation for each configuration and Backlog (test to include positive and negative test case where applicable)
  • Unit Test Case Execution
  • Create internal messages for the errors identified & re-tests done after corrections

Exit criteria

  • 100 % Test cases tested
  • No Very High and High Issues
  • 20% or 10 whichever is lower Open Medium
  • Low Issues with Final call taken by joint PMO
  • Customer Sign-off on its completeness

Owner

Implementation Team

Deliverables

Unit Test Cases


SIT – Acceptance Criteria


Test object

Entire Program Integration Touchpoint

Landscape

Quality Assurance System (QAS)

Entry criteria

Transport in QAS

  • Unit Test Exit Criteria Met Successfully
  • Transport Approved by customer before the same is moved to QAS System
  • Working Technical and Configuration Guide
  • Customer IT Team Enablement

SIT:

  • Successful Transport to QAS
  • Successful Video of the agreed scenarios run successfully
  • SIT Script Preparation
  • SIT Script Case Reviewed by customer
  • Working Cut-Over Guide

Procedure

  • SIT Scripts Execution with Screenshot
  • Create incidents for the errors identified & Re-tests done after corrections. Errors to be logged in Issue Log

Exit criteria

  • 100 % Test cases tested
  • Issues - No Very High, High Issues,
    • 10% or 5 incidents whichever is lower Open Medium
    • 20% or 10 incidents whichever is lower Open Low Issues
    • Final call taken by joint PMO

Owner

Implementation + Customer IT Team

Deliverables

  • Working Technical Guide
  • Working Configuration Guide
  • Working Cut-Over Guide
  • SIT Execution Report


UAT – Acceptance Criteria

 

Test object

Entire Program

System

QAS

Entry criteria

  • SIT Exit Criteria Met Successfully
  • User Guide
  • Train the Trainer
  • Administration Guide

Procedure

  • UAT Scripts Execution
  • Level 1 Support Provided by customer in terms of identifying Defects, New Requirements, Data/Authorization Issue
  • Correction related to Code/Config by Implementation Team (for issues forwarded by customer)

Exit criteria

  • 100 % Test cases tested
  • Issues
    • No Very High, High Issues
    • 10% or 5 whichever is lower Open Medium
    • 20% or 10 whichever is lower Open Low Issues
    • Final call taken by joint PMO

Owner

Customer

Deliverables

  • UAT Scripts Executed Successfully
  • Administration Guide
  • Final Cut-Over Guide
  • UAT Issue Log (to be maintained by customer)


Documents Prepared

The follow are a set of documents that are delivered as part of the project. Efforts for documentation should not be underestimated if there are technical integration and if there are multiple stakeholders from business teams.

  • Business Requirement document - Documenting the high level set of business requirements/use cases
  • Functional Specification - Documenting the to-be behavior with solution design
  • Technical Specification - Documenting the technical design and the configuration steps
  • Test Scripts - Documenting the execution steps for Unit Test, SIT and UAT
  • Cutover guide - Documenting the sequence of tasks to be performed together with dependencies and with clearly defined responsible for each task







Conclusion & Recommendations

After reading this article you should have learned some of the key lessons as described below.

  • Demonstrate the use cases as integrated solution in proof of concept (Discovery) phase. This helps both the customer and implementation team in having clear understanding on the fits and gaps
  • Define the quality governance process and align with customer in Prepare phase itself
  • Advisable to perform trial cutover in new tenant
  • It's advisable to raise influence ideas in influence portal for new feature requests and minimize custom development activities
  • Document the deliverables and keep it precise and concise