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Field Service Management

Efficient field service puts the right person on the job to resolve issues faster and boost customer satisfaction. Yet a distributed workforce, communication breakdowns, wasted trips, and lost paperwork often hamper productivity. A disconnected point solution doesn’t help either.

ServiceNow Field Service Management (FSM) ensures that work orders are assigned to the right person, with the right inventory and tools to deliver exceptional service. FSM is integrated into ServiceNow IT Service Management, Customer Service, and Asset Management. This provides a single system with a closed loop process to deliver services efficiently.

With FSM, advanced dispatch capability provides intelligent technician recommendations, assigning resources at the right time to the right location. Planned maintenance replaces costly and reactive work, and you can easily manage SLAs and contracts to meet service commitments. FSM replaces disconnected tools with an integrated solution that’s easy to use and designed to delight.

Access Your Work Orders Anywhere, Anytime

Field Service Management

Access Your Work Orders Anywhere, Anytime

Assign Work Interactively with Central Dispatch

Field Service Management

Assign Work Interactively with Central Dispatch

Get Visibility into Current Work and Historic Trends

Field Service Management

Get Visibility into Current Work and Historic Trends

Organize Your Work with A Visual Task Board

Field Service Management

Organize Your Work with A Visual Task Board

Increase Productivity and Customer Satisfaction with Integrated Field Service

Integrated Field Service Management provides customers with end‑to‑end visibility from issue to resolution. You avoid business disruptions and improve asset utilization significantly with planned maintenance. Mobile enabled agents can quickly view and record information on the go to resolve issues faster.

Increase Field Productivity

Resolve issues faster with visibility into related asset maintenance history and customer issues

Deliver the right equipment to the right location the first time using advanced scheduling and dispatch

Use geolocation tracking, auto dispatch, and SLA‑based mapping of tasks to optimize resolution time

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Empower the Team

Make task assignments more interactive with a visual drag and drop central dispatch

Create work order from cases, incidents or problems, and source parts from inventory, all within a single system

Empower technicians on the go with mobile featuring barcode scanning and image capture

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Drive Customer Satisfaction

With integrated customer service, provide customers with complete transparency into resolution steps

Avoid business disruption and replace costly break‑fix work with planned maintenance

Optimize costs and improve the quality of service with systematic tracking and integrated analytics

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