Field Service Management

Plan, manage, and optimize field services work with efficiency and safety.
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Improve Productivity and Gain Insights into Field Service Performance

Fully Managed and ServiceNow help you manage location-based work and enable greater efficiency, resource utilization, and enhanced service.

With manual or automatic scheduling, complete work properly the first time with the most qualified employee with a platform that considers their skills, location, parts on hand, and availability.

Fix problems before your customers know they have them with preventative maintenance and asset management. Improve mobile worker efficiency to meet service level agreements with an intuitive, native mobile app for iOS or Android with work order information, directions, parts locations, knowledge base articles, and safety checklists.

Efficient and Safe Management of Located-Based Work

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Field Service Management can be used as a stand-alone solution or seamlessly integrated with Customer Service Management and IT Service Management to connect customer service and the help desk with field service processes.

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With Fully Managed FSM, you can:

Create work orders seamlessly
Integrate with ServiceNow® Connected Operations, Customer Service Management, or IT Service Management to speed resolution of issues.
Give customers visibility
Allow customers to schedule appointments and get text message updates with worker location and arrival time.
Plan assignments efficiently

Automate work assignments based on proximity, availability, and the parts and skills required.

Consolidate inventory and parts management
Use ServiceNow® Asset Management as a single repository for assets in stock and inventory control.
Optimize field work with mobile interface
Accept or reject tasks, track travel and work time, use safety questionnaires, view knowledge articles, and collect customer signatures acknowledging work completion, with or without an internet connection.
Improve insights with reporting and dashboards
Use and customize out-of-the-box reports and dashboards for real-time understanding of utilization, capacity, customers and locations requesting work, and other metrics.

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FSM Features

Provide consistent and complete service through work order management.
Coordinate with third-party service contractors.
Automate work with Dynamic Scheduling and Dispatcher Workspace.
Maximize resource utilization.
Manage calendars, time, and cost.
Empower field service workers with a native mobile application.
Find available inventory and parts.
Plan maintenance and view asset history.
Give customers visibility and control.
Improve performance through reporting and dashboards.


Learn more about our Field Service Management.

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