Field Service Management Overview Getting Started
Product Field Service Management (FSM) Turn repeat visits into first time fixes with FSM. Use AI to assign jobs with precision, empower technicians, and streamline field operations to build customer trust. Try Demo Get Data Sheet
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How does FSM work? FSM moves field operations from reactive to ready. It uses AI to predict issues early, trigger maintenance plans, and automate scheduling before breakdowns occur. It surfaces asset data, service history, and the fix, giving technicians what they need to stay ahead of SLAs. Get Details See Infographic
Benefits of FSM Assign the right tech, tools, and parts Automate work planning and dispatch, matching each job to the best-fit technician, crew, or contractor quickly. Video CTA Watch Demo Help technicians excel on each visit Transform technicians into experts with mobile guidance and AI that generates insights, summaries, and notes. Improve first-time fix rates with each visit. Video CTA Watch Demo Break down silos with automated workflows Use automated workflows to turn disconnected work into seamless coordination. Connect teams across the business to deliver faster, smarter field service. Video CTA Watch Demo Transform with a single platform The ServiceNow AI Platform unites AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency. Video CTA Explore Platform
Use cases for FSM AI Agents
Support teams with AI-guided field operations Use AI agents to automate planning, optimize staffing, and help technicians on site. Validate jobs against business standards to reduce service disruptions. See AI Agents Explore AI at ServiceNow
Related links Now Assist Responsible AI
Proactive Servicing
Enable proactive servicing Keep teams ahead of the work with predictable schedules to minimize service disruptions. Let AI monitor assets, trigger maintenance plans, and catch issues before they affect customers. Read Ebook Read Blog
Related links Predictive Intelligence Asset Management
Smart Work Planning
Plan field work efficiently with AI Manage resources in one flexible workspace. Group tasks and balance workloads with AI to keep technicians focused on customers and daily work moving smoothly. View Demos Get Ebook
Related links Dispatcher Workspace Territory Planning
Autonomous Scheduling
Automate scheduling with AI precision Use AI to coordinate assignment and dispatching while keeping schedules optimized. Give dispatchers clear visibility into jobs so they can handle exceptions faster. Watch Demo Get Data Sheet
Related links Schedule Optimization Contractor Management
Mobile Work Execution
Accelerate mobile work with AI guidance Give technicians an AI-powered copilot that predicts, guides, and helps them complete tasks with clarity in the field. Improve first-time fix rates and minimize the need for second visits. Read Brief Watch Demo
Related links Mobile Agent Now Assist
Performance Optimization
Improve performance with actionable insights Use AI to see what's working and what's not. Break down asset trends, monitor job patterns, and analyze technician utilization to consistently improve your field operations. Watch Demo
Related links Workforce Optimization Performance Analytics Process Mining
Resources for you See All Resources WEBINAR The impact of agentic AI and generative AI in field service Explore analyst-backed research on the current and future state of service in the era of AI. Video CTA Watch Webinar Analyst Report IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Video CTA Read Report Webinar CRM for the AI Era: Turn the last mile into a first visit fix Video CTA Watch Demo Analyst Report ISG Buyers Guide™ for Field Service Management Video CTA Get Report
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 500K Customer calls saved with AI-powered Virtual Repair Video CTA Find Out How Watch Video (2:29) 130% Productivity improvement in Field Service Management Video CTA Read Story 10 Weeks to launch FSM for game-day operations Video CTA See Case Study Watch Video (2:28) 160K+ Pieces of equipment maintained and deployed Video CTA Learn More 400K Hours of patient care optimized per month Video CTA See Case Study Watch Video (3:14)
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data. See All Integrations
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Frequently asked questions Expand All Collapse All What is field service management?
Field service management is the coordination of field service operations, including scheduling, dispatching, labor tracking, and invoicing.
What is a field technician?
Field service techs diagnose, repair, install, and train on-site—resolving hardware and software issues to keep customer systems running smoothly.
What is service scheduling?
Service scheduling is the process that helps streamline the assignment of work orders to the right personnel at the right time.
What is preventive maintenance?
Preventive maintenance (also called planned maintenance) describes upkeep designed to prevent equipment failure and unplanned downtime from occurring.
What is IoT device management?
IoT device management describes the processes and practices used to configure, monitor, and maintain connected devices within an IoT environment.
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