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Field Service Management

Providing efficient field service is critical to resolving issues faster and satisfying customers, but many obstacles exist. Challenges to delivering quality field service include varying skills necessary for different jobs, lack of on hand parts and components, scheduling travel time across large areas, and delivering against SLAs.

ServiceNow Field Service Management makes integrated, proactive, and strategic field service possible. Use drag and drop to match work tasks to technician skills, geographic territory assignments and current location, and available inventory to meet and exceed SLAs. Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction.

Access and Deliver Work Orders Anywhere, Anytime

Field Service Management

Access and Deliver 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. Analyze results to further increase efficiencies and raise service quality.

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

Deliver work orders and collect signatures from customers on mobile devices

Empower the Team

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

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

Efficiently manage large field projects with integration to Project Portfolio Management and Customer Service Management

Empower technicians on to the go with mobile features including work orders, barcode scanning, image capture, and customer signatures

Drive Customer Satisfaction

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

Match technicians’ skills and availability with customers’ needs to ensure prompt and efficient service calls 

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