VISION33 LIMITED

SAP Field Service Management (FSM)

The SAP Field Service Management solution
streamlines and connects processes and data and
helps you improve efficiency and decision-making
while reducing costs and doing more with less.
With the solution, you can optimize field service
operations, empower managers, technicians, and
dispatchers, and enhance and improve customer
experiences.

Features

• Real Time Reporting, Analytics and Dashboards
• Monitor Metrics, KPI's and customisable SLA's
• End to end service management support and intelligent technology
• End to end service management support and intelligent technology
• Customer Self Service Processes
• Automated Planning and Scheduling processes
• Manager approvals of materials, time and expenses incl. mileage
• Artificial Intelligence to optimise scheduling, planning and execution
• Intelligent Route Planning
• Resource Management

Benefits

• Unified Processes
• Accelerate Field service Execution
• Foster customer trust and ensure long lasting relationships
• Better and more efficient decision making
• Reduced carbon footprint through better planning and scheduling
• Reduce costs and process inefficiencies

£62 a user a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at john.palmer@vision33.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

913210981517938

Contact

John Palmer
07771964312
john.palmer@vision33.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: SAP Cloud solutions’ regular maintenance timeframes are presented below:; Regular maintenance:; Start Time in UTC per region:; ; Europe: SAT 10 pm UTC; APJ: SAT 3 pm UTC; Americas: SUN 4 am UTC; MENA: FRI 7 pm UTC; Duration: 4 hours; ; Major upgrades:; Up to 4 times per year
• System requirements:
  • Browser Based Client from Supported List
  • Mobile Apps from supported list (IOS, Android, Windows)

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Vision33 is able to deliver a configured support arrangement to meet the organisations requirements. Support is delivered standard UK Time 08:30 through 17:30
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Vision33 Success Assurance Service provides support to our customers ensuring successful stress free usage of provided solutions, as well as making sure service availability remains at a level where a return on Investment, data quality and adoption remains high. For customers interested in a more personalised engagement, Success Assurance keeps you running at peak performance and gives you more time to strategise for innovation. Success Assurance costs an additional 25% of the subscription fee with a minimum fee of £6000 per year
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: There is a wealth of online information, demos and product documentation to help you get started with SAP Field Service Management.; ; https://www.sap.com/products/field-service-management.html; ; SAP Field Service Management Help Portal: https://docs.coresystems.net/; ; Additionally there are excellent videos available via the following link:; https://enable.cx.sap.com/playlist/dedicated/101910262/1_qvpc5fgm/0_7ti2yytp
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the potential termination/expiration of the contract/agreement, CUSTOMER business data will be returned to CUSTOMER in an agreed format if requested by customer. As the SAP Field Service Management cloud solution stores data in transport only for most customers and as master data is typically stored in a CUSTOMER system, data that is not explicitly requested to be delivered will be destroyed.; ; The complete erasure/wipe of all CUSTOMER business data is ensured by the SAP Field Service Management operations and is executed according to state-of-the-art procedures. However, special wipe procedures might be subject to limitations due to underlying IaaS / PaaS stack (virtualisation and cloud fabric/data center operating system etc.).
• End-of-contract process: At the potential termination/expiration of the contract/agreement, CUSTOMER business data will be returned to CUSTOMER in an agreed format if requested by customer. As the SAP Field Service Management cloud solution stores data in transport only for most customers and as master data is typically stored in a CUSTOMER system, data that is not explicitly requested to be delivered will be destroyed.; The complete erasure/wipe of all CUSTOMER business data is ensured by the SAP Field Service Management operations and is executed according to state-of-the-art procedures. However, special wipe procedures might be subject to limitations due to underlying IaaS / PaaS stack (virtualization and cloud fabric/data center operating system etc.).

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: SAP Field Service Management offers iOS / Android / Windows (.NET) based native apps that can be used by technicians to do everything from completing service calls and sales orders, to executing checklists, to viewing current inventory, to providing quotations for sales and service, to effort and expense management, to time and schedule management, and beyond.; The app also offers offline capabilities in case there is no connection. Data Sync Rules are used to control what information is stored in the mobile application for offline use.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Open API (also known as Swagger); HTML
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: SAP Field Service Management is functional out-of-the-box, after some basic configuration. Personalisation and specific custom requirements are handled with business rules that can be described as configuration within the system.; ; You can create custom objects and custom fields to fit scenarios that more closely align with your own business needs, and store data in the cloud for automation, validation, dashboards and reporting purposes. In addition, you can also set the classification level for custom field definitions to ensure personal and sensitive data remains secure.; ; These custom objects can then be used in Business Rules create and update object actions.

Scaling

• Independence of resources: The solution is providing horizontal auto-scaling, upscaling / downscaling is based on system load. All new instances and servers are automatically registered within load-balancers. Data is kept in separate database servers; no data sharing is needed in the application during scaling. The system provides vertical scaling for databases (with no downtime). As it is a cloud solution, no limits in terms of number of servers / IOPS / disk size are applicable. All mentioned capabilities can be resized to almost any size.

Analytics

• Service usage metrics: Yes
• Metrics types: SAP have 24x7 on call personal for production monitoring, so all incidents are being solved regardless of time zone working hours.; ; Infrastructure metrics:; diskspace usage;; service availability and response time;; performance of servers (load, memory statistics etc.);; time synchronisation;; backup check (if backups were performed in time and successfully).; ; Further metrics:; number of currently processed requests;; number and time long running requests;; long running SQL queries;; application version check
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: SAP

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The Data Exporter feature is used to export master data for the following data objects:; ; Business Partners,; Contacts,; Equipment,; Items,; People,; People - Skills Assignment.; ; This functionality allows you to export SAP Field Service Management master data for supported objects in order to backup data, store data in another data management system or use it in another tool, or for auditing/reporting purposes.; ; Additionally, the master data can be exported in order to perform updates that are then imported back into SAP Field Service Management using the Data Loader tool.; ; CSV format is supported for master data export and import.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • CSV for Excel
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS
  • XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The SLA is 99.5% up time for productive versions with planned outages at the weekend. Customer may claim a credit in case of SAP’s failure to meet the System Availability SLA. Credit is 2% of Monthly Subscription Fees for each 1% below System Availability SLA, not to exceed 100% of Monthly Subscription Fees.
• Approach to resilience: SAP leverages Amazon Web Services Availability Zones which are unique physical locations with independent power, network and cooling. Each Availability Zone is comprised of one or more data centres and houses infrastructure to support highly available, mission-critical apps. Availability Zones are tolerant to data centre failures through redundancy and logical isolation of services.
• Outage reporting: SAP will email the registered IT contact of your system

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: SAP’s comprehensive administrative user access management follows the principles of minimal authorisation (the need-to-know principle) and segregation of duties. Administrative access to data processing systems in SAP is subject to strict requirements for personnel and is managed by an access management tool for cloud services.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: MSECB
• ISO/IEC 27001 accreditation date: 01/06/2023
• What the ISO/IEC 27001 doesn’t cover: Excluded from scope are all supporting operations by co-location data; centres. Monitoring of these operations fall under the SAP Supplier Management process.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 22301

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All SAP security policies are strictly aligned to ISO27001 Standards. Vision33 Consultants access our FSM customers' systems via secure https connections that require a unique user ID and password.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: SaaS Model so all configuration and updates are controlled by SAP.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: SAP’s security-patch management process mitigates threats and vulnerabilities. SAP’s security team rates security patches based on the Common Vulnerability Scoring System standard for operating systems, databases,and virtualization in cloud services. Critical security vulnerabilities that might endanger SAP’s service delivery capabilities. Platform are patched on a priority basis normally on a weekly basis during the weekend.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Securing Cloud services undertakes sophisticated monitoring for malware protection and monitoring. Therefore, SAP has defined and implemented a malware management process with which we consistently and continuously ensure secure service delivery free of viruses, spam, spyware, and other malicious software. It comprises antimalware agent deployment, regular scans, and malware reporting processes.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: SAP and Vision33 both align to ITIL incident management processes.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  1. All of our services support organisations in the quest to deliver a carbon neutral existence by promoting removal of unnecessary infrastructure, remote working and a flexible working environment. Our services are digital with a default paperless principle. As a company, we have chosen to be a work from home environment. Our only major supplier (SAP) is actively pursuing intention to become carbon-neutral in its own operations.; 2. Since 2017, SAP has also been pursuing a science-based climate target certified by the Science Based Targets initiative (SBTi) to make its own contribution to limiting global warming to 1.5°C above preindustrial levels. While its zero-carbon goal applies chiefly to its own operations, SAP’s science-based climate target also encompasses the upstream and downstream value chain. SAP has been using 100% renewable energy to power all of its data centers since 2014. Thanks to its green cloud, SAP can offer customers cloud solutions that are carbon-neutral.; 3. SAP supports the Sustainable Development Goals set in 2015 by the United Nations General Assembly, focusing particularly on goal 13, Climate Action. Here, SAP’s greatest strength lies in its ability to help its more than 400,000 customers worldwide implement climate protection measures through offerings such as the Climate 21 program.

  Covid-19 recovery

  Vision33 and our services promote organisations in their digital revolution and this includes supporting organisations in their recovery from the COVID19 pandemic by enabling remote working, remote implementation, remote support and training of business operations. The result of these services supports organisations in a more agile workplace ensuring flexible working arrangements can be fully supported in a post pandemic world.

  Equal opportunity

  As an organisation we recognise the difference in everyone and support all candidates and employees to fulfil their potential. All employees are supported in training appropriate to their needs through the provision of self paced training and certifications. Our services enable organisations to meet the needs of all employees. As a cloud provider we encourage a flexible employment engagement ensuring that employees can operate flexibly around their needs such as flexible hours, flexible locations etc. All our training materials are self paced and supported by our team ensuring that users are able to realise and be recognised for their potential.

Pricing

• Price: £62 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at john.palmer@vision33.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.