Field Service Management (FSM) Welcome Guide

[Barbara Lang]

Welcome to ServiceNow®  Field Service Management (FSM) Are you ready to start your FSM implementation journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started!
Guide Overview Here’s an overview of the topics we will cover in the guide: Familiarize yourself with FSM Decide on business outcomes Chart your implementation path Work with ServiceNow experts Choose self-implementation Prepare for organization change Bookmark resources
Start by familiarizing yourself with FSM FSM comes with more than 15 applications that let you transform how you manage work tasks performed on location. But don’t worry! You don’t have to implement everything at once. Here are the key FSM applications to focus on first: Dispatcher Workspace: Give service dispatchers and managers a complete view of tasks, teams, locations, and status. (product page) (product documentation) Field Service Contractor Management: Onboard contractor organizations and assign and track outsourced work in one place. (product page) (product documentation) Mobile Agent (platform application): Untether your service and support agents and make it easy for them to work from anywhere with purpose-built mobile workflows that keep agents on task whether connected or offline. (product page) (product documentation) This Field Service Management (FSM) Fundamentals on-demand course will also help you to understand some of the key FSM applications and how they work. If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals course is also available.	FSM Standard applications: Dynamic Scheduling Mobile Agent Planned Maintenance Asset Management Cost Management Field Service Contractor Management Dispatcher Workspace FSM Pro also includes: Field Service Crew Operations Capacity and Reservations Management Territory Planning Continual Improvement Management Predictive Intelligence Virtual Agent Performance Analytics Field Service Multi-Day Task Scheduling
Identify your desired business outcomes Before you start to implement FSM, it’s critical to have a clear vision of what you want to accomplish. FSM allows you to deliver many positive business outcomes, and you can achieve all of this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals. For example, your goal might be to reduce service costs and to improve customer retention and service contract margins. That means improving CSAT and NPS scores, which can be driven by very specific KPIs.  Not sure where to start?  What service KPIs are you tracking today?  Which KPIs would most help you boost your performance? Which ones are you unable to effectively measure?  What do you wish you could track?  Here are a few examples to consider: Travel Costs First Time Fix Rate Mean time to resolve Technician Utilization Rate Technician Productivity Ontime arrival rate SLA Compliance Contractor Compliance Task SLA Breach Technician Ratings Task Rejections PM Task forecast Number of Entitled Assets Assets with expiring entitlements Number of Active Work Orders Number of daily closed Work Orders Planned vs Actual Task Durations
Chart a path to implementation  Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services.  We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of FSM and achieving your goals.  If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here.
Choose Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below: Certified Implementation Specialist- Field Service Management Dynamic Scheduling Implementation Field Service Management (FSM) Implementation On Demand ServiceNow Certified System Administrator Get Started with ServiceNow Application Developer Training Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. Here’s the Success Pack for FSM: Field Service Management Digital Foundations lays down the foundation for more efficient Field Service operations through the implementation of the Work Order Management, Scheduling & Dispatch, Inventory Management, and Contractor Management capabilities.   Join the FSM community Visit the FSM community page. You’ll find best practices and other useful resources for FSM implementation, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.	Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources. Pro Tip  Stick to out-of-the-box ServiceNow functionality wherever possible. The process guides below provide detailed descriptions of “as designed” ServiceNow functionality for key FSM capabilities. Contractor Management Inventory Management Scheduling and Dispatch Work Order Management Field service guided setup
Prepare for organizational change To successfully deploy FSM, you need your business to understand and use FSM and recognize its benefits. To do this, you need to communicate what’s changing and why to both your end users and service desk agents. You also need to ensure that your agents are trained on ServiceNow FSM.  Next, tell them why the change is important and what it will give them (how it will make their lives easier and given them better reporting). This webpage provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice. The following courses are a great starting point for training your agents and other FSM process users: Field Service Management (FSM) Fundamentals Dynamic Scheduling Fundamentals  Get Started with Now Create ServiceNow Platform Certification On Demand (San Diego)
Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.