What is the difference between CSM and FSM in ServiceNow

[AnirudhKumar]

I would like to understand how is CSM and FSM different from a data-model perspective.

Could someone give me some idea on this please.

[Community Alums]

Hi @AnirudhKumar ,

FSM is not part of CSM but aligns with CSM. As FSM is a separate module itself.

The ServiceNow® Field Service Management application helps organizations to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Agents can record details on assigned tasks, such as completion status, travel time to jobs, and time spent.

The infographic below provides a high-level overview of the Field Service Management application workflow.

Overview of Field Service operations

Proactively manage and solve customer issues in the field

Problems that require on-site services from field technicians must be addressed and resolved fast. The costs are high if you're attempting to resolve complex on-site issues using disparate, unconnected systems with little or no automation or visibility.

With the Field Service Management application, you can get more tasks resolved faster with applications that can streamline task workflows. Help your field service teams to proactively address issues and to resolve them quickly. With Field Service Management, connect teams, processes, and systems to find the root cause of issues and resolve them in a timely manner. Empower your technicians with access to all of their tasks using the Field Service mobile application, which can be used online or offline.

View and download the full infocard for a highlight of Field Service Management features.

	Efficiently manage technicians and tasks based on location Use maps in Field Service to view assigned and unassigned agent tasks and optimize task routes.
	Drag work order tasks to agents using Dispatcher Workspace Drag work assignments based on proximity, availability, and skills using Dispatcher Workspace.
	Empower technicians with an optimized mobile application Accept or reject tasks, track travel and work time, display tasks or parts and, do more using the Field Service mobile application.
	Improve insights with reporting and dashboard Access scorecards, drill into breakdowns, and directly access the underlying operational records using reports and dashboards.

Efficiently manage technicians and tasks based on location

Field Service Dispatch Map

Field Service Management provides different types of maps. These maps help field service agents, managers, and dispatchers to get tasks done faster.

Agent map

Field service agents can view optimized routes for tasks assigned to them on a given day.

Managers can view optimized routes for tasks assigned to members in their team.

Dispatch map

Dispatchers can know where field service technicians are so that the dispatchers can assign and re-assign work based on proximity.

Dispatchers can view all open work tasks so they can understand work distribution and can quickly identify impacted areas.

Dispatchers can easily assign work tasks, optimize routes, and change assignments directly from the map.

Service level agreement (SLA) map

The SLA map is color-coded. Dispatchers can prioritize work tasks for technicians based on SLA contractual terms, such as time to breach.

Drag work assignments based on proximity, availability, and skills

Dispatcher Workspace

Dispatcher Workspace gives dispatchers drag-and-drop work assignment capabilities so they can assign tasks to technicians based on proximity, availability, and the specific skills required. Dispatchers can see an overview of what times are available for technicians and the current distance from tasks. Dispatchers can then drag unassigned work onto available times for technicians.

Dispatchers can efficiently route work to technicians and monitor their performance. Route optimization determines the optimal route for them to service multiple locations.

Empower technicians with an optimized mobile application

Task map from Field Service mobile application

From their supported smartphones and tablets, field service technicians can do various tasks, such as accept or reject tasks, track travel and work time, display tasks and parts using map views, and access their schedules. Questionnaires are available to collect and complete necessary task details, such as safety or work completion checklists. When assignments are complete, customers can acknowledge the work with a signature on the technician’s mobile device. Customers can also receive a work order summary by email.

The mobile app also supports offline mode, enabling technicians to work without internet connectivity.

Improve insights with reporting and dashboards

Field Service Performance Analytics dashboard

Use and customize reports available with your application to get insights into task metrics, such as mean time for resolving work order tasks. Get real-time understanding of utilization, capacity, customers, locations requesting work, and other metrics using the dashboard. Managers can easily customize reports and dashboards to gain real-time insight into technician utilization and capacity. Managers will better understand customer and employee work requests and locations to pinpoint improvement opportunities.

Learn

What is field service management (FSM)?

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep