Using Business Central Projects for Service Management

One of the questions I get a lot—especially from companies doing equipment installs, field work, or custom servicing—is:

“Can we use the Projects module for Service?”

To be fair, Projects is traditionally seen as a manufacturing or project management tool, while Service is purpose-built for repairs, maintenance, and break/fix calls.

But here’s the thing: not all service work fits neatly into that break/fix model.

Some companies are delivering highly tailored, long-running service engagements that look and feel more like projects than quick tickets. In those cases, the standard Service module can start to feel limiting. That’s where the Projects module comes in—and yes, it can absolutely be used for Service.

In fact, depending on the kind of service you provide, it might even be the better option.

Let’s dig into why that is, where Projects shines, and how thinking outside the box might help you build a more flexible, consistent, and scalable service process inside Business Central.

Projects vs Service in Business Central: What’s the Difference?

The Projects Module

Projects in Business Central are built for longer-term, complex work—the kind where things change on the fly and you need the flexibility to keep up. They give you:

• The ability to track actual costs against Items, Resources, G/L Accounts, and more.

• Flexibility for work that spans weeks, months, or even longer.

• A structured framework: Project → Task → Planning Line

• Ideal support for custom installs or one-off builds.

• Resource planning right out of the box.

• The ability to capture non-standard or unexpected costs as they come up.

So yes—Projects were originally tied closely to manufacturing. But if we’re being honest? Most service work is really just a project in disguise.

The Service Module

Service in Business Central is designed for traditional, break/fix scenarios. It's focused, streamlined, and handles short service cycles well.

Here’s what it brings to the table:

• Tracks item usage, labor, and miscellaneous costs for repair-type work.

• Supports fault codes, reason tracking, and warranty management.

• Handles service contracts and scheduled maintenance.

• Works well with short turnaround timelines—think hours or days, not weeks.

• A different structure altogether: Service Header → Service Item → Service Item Line

It’s solid and gets the job done. But if your service needs lean toward custom installs, multiple visits, or long durations—the Service module might start to feel a little too rigid.

When Projects Are a Better Fit for Service

Here’s the truth: not all service work fits into a neat break/fix box.

If your team installs machinery, performs site-specific retrofits, or manages customer-unique builds, you might find yourself stretching the limits of the Service module. That’s when Projects can really shine.

With Projects, you get:

• Better cost visibility over longer periods.

• The flexibility to adjust as work evolves.

• A project-driven structure that mirrors how real-world service is delivered.

• A consistent framework—especially helpful if you’re already using Projects for manufacturing.

If your service model walks and talks like a project… it probably is one. Use the tool built for that.

Consistency and Control

One of the biggest reasons I like Projects for service is the consistency.

You can standardize how you:

• Plan and assign work

• Track costs and profitability

• Set up templates for repeatable installs or retrofits

It’s not just about getting the job done—it’s about building a repeatable process that scales.

What About Licensing?

Licensing can be a little tricky, so here’s the quick rundown:

• Projects are included with the Essentials license.

• Service requires the Premium license.

So if you’re already on Essentials and want project-style tracking for service, using Projects might let you avoid upgrading to Premium—while still getting the flexibility you need.(As always, check with your partner or Microsoft rep to be sure.)

Before You Switch: Key Considerations

Thinking of using Projects for your service work? Ask yourself:

• Do you need to track against a specific Service Item? If yes, the Service module still has the edge.

• Do you offer service contracts or recurring maintenance? Projects can work, but Service was built for this.

• How do your field technicians operate? If they rely heavily on mobile tools or customer-specific item history, make sure Projects can support their needs.

• What functionality really matters to your team? The best solution is the one your team will actually use—and benefit from.

Final Thoughts

This isn’t about “right” or “wrong”—it’s about what fits.

If your service work involves more complexity, customization, or longer timelines, Projects can give you the control and flexibility that traditional Service setups may lack. And if you’re already using Business Central for manufacturing or project work? Even better—you’re keeping everything under one roof.

So yes—you got SERVED. But in the best way possible.

If you’re not sure which direction to go, or just want to see a real-world setup, reach out. I’m always happy to show people how to make Business Central fit the way they actually work.