Field Service Management || Knowledge & Troubleshooting Resources
Maik Skoddow
What is Field Service Management?
Field service is a critical aspect of the customer experience. Whether installing or maintaining equipment, completing repairs, or providing other on-site services, organizations want to deliver exceptional experiences that drive customer satisfaction and loyalty. ServiceNow Field Service Management combines digital workflows, automation, and mobile apps with scheduling tools, asset management, knowledge articles, and more to give field service teams the information they need to deliver exceptional customer service in the field. Organizations can empower field service workers to solve issues and complete work on the first visit, maximize uptime, and improve efficiencies to boost satisfaction.
Entry point to the official product information pages.
Entry point to the official product documentation.
Summarized overview in one PDF file.
Boost visibility and increase field service effectiveness with ServiceNow
Solution Brief
What is Field Service Management?
An overview of implementing, maintaining, and getting maximum value from Field Service Management.
Work Order Management Process Guide
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Recommended Implementation Sequence
Product specific guidance outlining which products to implement through the Foundational, Crawl, Walk, Run and Fly phases to ensure Customer Success.
This Success Pack enables businesses to connect their organization's tool chain, automate change management and share insights to provide transparency and continual improvement.
This use case guide shows how ServiceNow Field Service Management combines digital workflows, automation, and mobile apps with scheduling tools, asset management, knowledge articles to give field service teams the information they need to deliver exceptional customer service in the field.
Describes the inherent functionality of the product and outlines the technical components in the form of a diagram.
These process flows visualize the baseline processes involved in Field Service Management.
Trainings & Courses
Partner Essentials: Field Service Management 
This course is designed for those in Partner sales and pre-sales roles who need to understand details about the products within the FSM solution. You’ll learn about the capabilities, benefits, and features of each product, providing you with the knowledge to explain to customers how the applications work and the value each of them provides.
Field Service Management (FSM) Fundamentals 
In this self-paced, on demand course, attendees master the usage of ServiceNow Field Service Management applications and modules. This course is designed for field service process users or fulfillers who will use the Field Service application and modules, as well as administrators or implementers responsible for configuring or maintaining the Field Service application and modules. A combination of process overviews, use cases, how-to steps, demonstration videos, and simulations helps attendees develop a holistic view of the core field service persona roles and responsibilities.
Field Service Management (FSM) Fundamentals Simulator 🧪
Welcome to the a dynamic, interactive learning tool designed to enhance your understanding and application of ServiceNow's FSM capabilities. After completing the FSM Fundamentals On Demand course, this simulator provides a hands-on opportunity to apply your knowledge in a practical setting. Engage with a virtual ServiceNow instance to generate and verify work order requests, ensuring all necessary details are captured before dispatching field agents. Use intuitive drag-and-drop functionality to assign tasks based on various factors like location, agent schedules, skill sets, and available inventory. Experience the satisfaction of completing tasks and acquiring customer sign-off. This simulator is your step towards mastering the baseline features, functions, and data integral to effective Field Service Management. Dive in and transform your theoretical knowledge into practical expertise!
Field Service Management (FSM) Implementation 🧪
This course is designed for Implementation Specialists responsible for setup and configuration of ServiceNow Field Service Management application and related functionality. A combination of recorded lectures, demonstrations, topic debriefs, hands-on lab exercises, and knowledge checks helps learners develop relevant skills for successful field service management implementations.
Field Service Management (FSM) Implementation Simulator 🧪
Apply what you have learned in the Field Service Management Implementation course in a simulated environment. Practice implementing real-world tasks similar to what you can expect to do as a field service management implementation specialist. Some tasks depend on the successful completion of other tasks, and helpful hints and tips are provided along the way, including links to supporting documentation.
Field Service Special Handling Notes Essentials
Learn how the ServiceNow special handling notes feature brings important information to a field service persona's attention with Field Service Special Handling Notes Essentials.
Videos & Podcasts
2023-03-27 by GlideFast Consulting
Field Service Management Features and New in ServiceNow Utah
Check out some of the latest FSM features available in the Utah release! Technical Consultant Adolfo Acevedo explores Field Service Management and new features in the ServiceNow Utah release.
2023-04-03 by ServiceNow Community
What’s new in the Utah Release for FSM
The latest innovations in Utah help elevate experiences and lower expenses by delivering enterprise-grade field service management that continues to improve team and individual efficiency gains. Topics covered include Equipment Scheduling, Task Bundling, Process Optimization, and Workforce Optimization.
Join Field Service Management (FSM) product management director, Rob Schaefer for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-09-28 by ServiceNow Community
What's new in the Vancouver Release: Field Service Management
Vancouver Release is fast approaching! If you'd like an in-depth peek into all the new features from Field Service Management, this is the webinar for you! FSM Product Management Director, Rob Schafer will be live to demo what's new and how you can access these features today. Bring your questions, and register today!
2024-04-02 by ServiceNow Community
What's new in the Washington DC release: Field Service Management
Join ServiceNow product leaders to learn about the latest innovations delivered in the Washington DC release for Field Service Management (FSM). New capabilities include the launch of Now Assist for Field Service Management, and additional capabilities fueled by intelligence, such as parts suggestions for work orders. Additional launched features enable the support of linear assets, site location maps on mobile for technicians, and better collaboration during operations with the integration of Microsoft Teams® in Dispatcher Workspace. The release also introduces Field Service Marketplace, an innovative new application available in Field Service Management, designed to transform collaboration with contractors.
Now Assist
Now Assist for Field Service Management helps field service teams deliver better, more proactive experiences and accelerate productivity with generative AI. The new solution uses generative AI to access all activity, parts, and incidental data to summarize work order tasks, which are critical for field technicians who are moving from site to site and rely on mobile devices to get their most important work done. By simplifying the work order process, Now Assist for FSM improves technician and customer experiences along with documentation, compliance, and consistency.
Entry point to the official product documentation
Provide step-by-step, product-specific deployment and implementation guidance, including targets for understanding success at each stage of activity for Now Assist for Field Service Management (FSM) using Generative AI (Gen AI).
Trainings & Courses
Now Assist for Field Service Management (FSM) Implementation
In this course, you will discover the overall architecture of Now Assist for Field Service Management (FSM), the required plug-ins, and how to configure and use its capabilities.
Dynamic Scheduling
Dynamic scheduling provides schedule optimization, enabling dispatchers to auto assign tasks and adapt to changing conditions, and focus only on exception cases. Using this advanced tool for task assignment, you can do the following:
- Select a set of tasks for scheduling.
- Prioritize the tasks in the set based on ordering rules (for example, assign P1 tasks first).
- Use ordering rules and unassignment constraints to unassign previously assigned tasks in order to allow the assignment of higher priority tasks.
- Use selection criteria, such as agent skills and travel time, to select agents.
- Re-assign tasks for agent time-off.
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
Dive deep into the world of dynamic scheduling with our comprehensive course, designed to unpack the process, its critical elements, various use cases, and a range of configuration possibilities. Engage with interactive scenarios that guide you through customizing dynamic scheduling to fulfill the unique auto-assignment needs of your business's work order tasks.
Articles & Blog Post
2024-04-10 by @Xander H
Configuring Access Hours in Field Service Management (including blackouts)
A common use case in Field Service Management is defining when field agents are allowed to fulfill tasks. This can be a specific date range during which the visit has to take place, which is done through the window start and end, but in addition, there are certain times during that window in which the visit can take place.
Dispatcher Workspace
Dispatcher Workspace is a configurable scheduling application that enables dispatchers to efficiently route work to field service agents and monitor their performance. Dispatcher Workspace brings new speed and efficiency to field service scheduling, providing dispatchers and managers with a complete view of tasks, teams, locations and statuses.
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Videos & Podcasts
2023-04-24 by ServiceNow Community
Improve dispatching efficiency with Dispatcher Workspace
Join Field Service Management (FSM) product managers, Rob Schaefer and Vasanth Terrance.
Planned Maintenance
Unplanned maintenance can cost an organization up to nine times as much as preventive maintenance. A preventive maintenance program, applied properly, minimizes the stress on both customer equipment as well as the field service organization. It reduces the likelihood of equipment breaking and product outages or downtime. When an equipment manufacturer or service provider knows a certain part fails every seven months or 2000 uses, then it makes sense to have a preventive maintenance visit before the failure. Because nothing is broken yet, the work can be scheduled during normal equipment downtime (after hours), and the visit can be scheduled to accommodate other more critical field service appointments. But organizations struggle with keeping track of the use or conditions of the hundreds or thousands of assets they support.
It’s easy for preventive maintenance to be missed, resulting in reactive service when the part fails. Performing preventive maintenance with the Planned Maintenance capability is designed to make keeping up with preventive maintenance easier.
Entry point to the official product documentation.
What is preventive maintenance?
Preventive maintenance (also called planned maintenance) describes upkeep designed to prevent equipment failure and unplanned downtime from occurring.
Maximize customer uptime with planned maintenance
Solution Brief
Trainings & Courses
Planned Maintenance for Field Service
This course is designed for field service management process owners, administrators, implementers, and others who are interested in learning how to use Planned Maintenance for Field Service Management.
Inventory Management
Inventory management is the process of keeping track of parts and supplies, including the transfer of parts, consumption, adjustments and more. Parts represent items which field service agents may need while completing a work order. Parts can be physical items, like a battery, or may be non-physical components, like an oil change or a estimate. Both physical and non-physical products are measured and sold in quantity of units. If a field technician uses a part or performs a service while on the job, they can then enter the work into the Field Service Mobile app. Used products and performed services can be invoiced to customers based on the applicable price list or entitlement. Used products can be deducted from inventory levels either in the Field Service inventory management. Qualifiers, dispatchers, and agents can create, source part requirements and requests. Dispatchers can create and manage transfer orders, and agents additionally can reserve, pick and use parts. In addition to get the parts to complete the tasks, you can also:
- Transfer parts based on stock rules.
- Access the parts you have in your inventory
- Move parts to your inventory from available locations
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
Field Service Part Sourcing and Transfer Fundamentals
This course provides an overview of the field service parts sourcing and transfer process. The course will introduce you to the personas involved and summarize the parts sourcing and transfer process.
Contractor Management
The Field Service Contractor Management application enables Field Service managers of your organization to outsource work by onboarding contractor companies and their staff, such as external managers and external agents. Work order tasks are assigned to the contractor group's manager from the contractor company. A group qualifies the assignment criterion based on the selected assignment group values, such as the external group, and its coverage area, skills, and product models. The managers of these contractor companies use the Field Service Contractor Portal to review the assigned work order task details and can choose to reject work on the tasks. If they accept the task, they can then reassign the tasks to their contractor team members.
If the preferred assignment group is internal but no one in the internal group qualifies for the assignment group criterion, then the system searches for a suitable external group to assign the task to and vice versa.
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
Field Service Contractor Management Essentials
This course is designed for system administrators and implementers who want to outsource work order tasks to third-party contractor companies using ServiceNow Field Service Contractor Management. Upon completion you will be able to set up, configure, and use the application to onboard/offboard external field agents and managers and to manage external work order tasks.
Videos & Podcasts
2023-08-24 by ServiceNow Community
Improving the Contractor Experience with Field Service Management
Join Field Service Management (FSM) product managers, Rob Schaefer and Vasanth Terrance, in this interactive webinar to learn more about:
- Challenges in engaging Outsourced Service Providers
- How to engage Contractors and achieve compliance on a single platform
- Managing Contractor capacity to promote scheduling compliance
- Improving process compliance and Work Order debrief by Contractors
https://www.servicenow.com/community/fsm-articles/field-service-management-knowledge-amp-troubleshooting-resources/ta-p/2467261