System Architecture Overview
| Category | Subcategory / Feature | Details / Capabilities |
|---|---|---|
| bmc ARSystem | Core Platform | Hosts FSM backend logic; manages workflows, data forms, and administrative consoles |
bmc Innovation Studio
| Dispatcher User Interface | Work orders, dispatching, routing, status updates |
| bmc Asset Management | Core ITSM Module | Technician records, locations, assets, inventory, Inventory Locations, Product Catalogue |
| bmc Work Order Management | Core ITSM Module | Field Service Management uses an augmented version of the ITSM Work Order Management. This augmentation does not alter the basic flow and workflow of Work Order Management. |
| Mobile Reach (FSM Mobile App) | Mobile Capabilities | Barcode scanning, work order execution, boot stock management, location & geo-tagging, sign-offs, notes, attachments |
| Route Optimization Integrations | FSM REST API Connector | This API is hosted on a pre-built Docker Container. This API receive Route Optimization requests from the ARSystem, prepare the formatting thereof, and then send it over to the TSP Solver API to optimize the route as requested. |
| TSP Solver API | This API is hosted on a pre-built Docker Container. This is the portion that does the actual optimization by receiving the parameters and connection to the OpenRouteService to build a Distance Time matrix where the relevant FSA. | |
| OpenRouteService | OpenRouteService (ORS) is a comprehensive location-based services platform developed by HeiGIT — the Heidelberg Institute for Geoinformation Technology. It offers a variety of free, open-source geo-services through a single API, built on top of user-generated geographic data from OpenStreetMap. Its core capabilities include a directions service for multiple transport modes, an isochrones service for reachability analysis, a matrix service for computing time and distance between multiple locations, and a snapping service for aligning coordinates to the road network. Additional services cover geocoding, points of interest, and vehicle routing optimization. You can find the full API documentation and interactive playground at https://openrouteservice.org/dev/#/api-docs. This service are providedin as Docker Container for on-premise installations. However, It can be consumed from online providers of the OpenRouteService. NOTE: Latency to the OpenRouteService will slow down the Route Optimization service. | |
| Google Maps | Dispatcher User Interface | Google Maps are used to display various maps with route mapping as well as distance to site mappings. The google maps API's are not used from the backend, it is used directly from the Dispatcher's Workstation. |
| FSM Gateway | Mobile Device Connectivity | The FSM Mobile Gateway is designed to extend the customer’s Enterprise Application into a mobile platform by utilizing the Gateway to pass data between BMC Helix and the Mobile Device. The FSM Mobile Client is installed on a users Client Device and allows the user to access the FSM Mobile applications which are built and modified by the FSM Studio Development Tool. |
| Google / Apple Push Notifications | These services are provided by the mobile platform providers, and are used to send push notifications to the relevant mobile devices. | |
| FSM Studio | Mobile Device App Development Platform | This is a low code / no code development platform to customize the out of box Mobile Applets provided for Field Service Management. |