Designing and Architecting a Cloud-Based Multi-Tenant Field Service Management Solution

Abstract

Field Service Management (FSM) is essential for organizations that deploy technicians to customer sites, yet many still rely on manual or disconnected tools that cause weak traceability, limited visibility, and fragmented data. In parallel, modern applications increasingly need to serve several organizations from a single shared platform. This thesis addresses both issues by designing and implementing FieldOps, a cloud-hosted, multi tenant FSM platform that centralizes the service-request lifecycle and provides distinct, role-based interfaces for administrators, managers, employees, technicians, and customers. After reviewing FSM concepts and multi-tenant cloud architectures, the system was analyzed and designed using UML, and a three-tier architecture was adopted. A shared-database, shared-schema tenancy model with a "TenantId" discriminator, secured through JWT-based access control, ensures logical data isolation between tenants. The platform was implemented as an ASP.NET Core Web API backend (SQL Server, Entity Framework Core), a React/TypeScript web application, and a Flutter/Dart mobile application, and was deployed online. The result is an accessible, scalable, and low-cost solution suited to small and medium-sized organizations, particularly in the Algerian context.