If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Field Service Management?
Field service is a critical aspect of the customer experience. Whether installing or maintaining equipment, completing repairs, or providing other on-site services, organizations want to deliver exceptional experiences that drive customer satisfaction and loyalty. ServiceNow Field Service Management combines digital workflows, automation, and mobile apps with scheduling tools, asset management, knowledge articles, and more to give field service teams the information they need to deliver exceptional customer service in the field. Organizations can empower field service workers to solve issues and complete work on the first visit, maximize uptime, and improve efficiencies to boost satisfaction.
Entry point to the official product information pages.
Entry point to the official product documentation.
Summarized overview in one PDF file.
AI-Driven Field Service Management For Dummies
Read AI-Driven Field Service Management For Dummies, ServiceNow Special Edition to discover how AI and GenAI are reshaping the field service landscape.
What is Field Service Management?
More detailed explanations
Work Order Management Process Guide
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Recommended Implementation Sequence
Product specific guidance outlining which products to implement through the Foundational, Crawl, Walk, Run and Fly phases to ensure Customer Success.
This Success Pack enables businesses to connect their organization's tool chain, automate change management and share insights to provide transparency and continual improvement.
This use case guide shows how ServiceNow Field Service Management combines digital workflows, automation, and mobile apps with scheduling tools, asset management, knowledge articles to give field service teams the information they need to deliver exceptional customer service in the field.
Describes the inherent functionality of the product and outlines the technical components in the form of a diagram.
These process flows visualize the baseline processes involved in Field Service Management.
Trainings & Courses
Field Service Management (FSM) Fundamentals
In this self-paced, on demand course, attendees master the usage of ServiceNow Field Service Management applications and modules. This course is designed for field service process users or fulfillers who will use the Field Service application and modules, as well as administrators or implementers responsible for configuring or maintaining the Field Service application and modules. A combination of process overviews, use cases, how-to steps, demonstration videos, and simulations helps attendees develop a holistic view of the core field service persona roles and responsibilities.
Field Service Management (FSM) Fundamentals Simulator
Welcome to the a dynamic, interactive learning tool designed to enhance your understanding and application of ServiceNow's FSM capabilities. After completing the FSM Fundamentals On Demand course, this simulator provides a hands-on opportunity to apply your knowledge in a practical setting. Engage with a virtual ServiceNow instance to generate and verify work order requests, ensuring all necessary details are captured before dispatching field agents. Use intuitive drag-and-drop functionality to assign tasks based on various factors like location, agent schedules, skill sets, and available inventory. Experience the satisfaction of completing tasks and acquiring customer sign-off. This simulator is your step towards mastering the baseline features, functions, and data integral to effective Field Service Management. Dive in and transform your theoretical knowledge into practical expertise!
Field Service Management (FSM) Implementation
This course is designed for Implementation Specialists responsible for setup and configuration of ServiceNow Field Service Management application and related functionality. A combination of recorded lectures, demonstrations, topic debriefs, hands-on lab exercises, and knowledge checks helps learners develop relevant skills for successful field service management implementations.
Field Service Management (FSM) Implementation Simulator
Apply what you have learned in the Field Service Management Implementation course in a simulated environment. Practice implementing real-world tasks similar to what you can expect to do as a field service management implementation specialist. Some tasks depend on the successful completion of other tasks, and helpful hints and tips are provided along the way, including links to supporting documentation.
Field Service Management (FSM) Extras
Learn how the ServiceNow special handling notes feature brings important information to a field service persona's attention with Field Service Special Handling Notes Essentials.
Field Service Management (FSM) Project Library
A curated collection of real-world FSM scenarios to enhance your practical application and mastery of ServiceNow solutions. Dive in and transform challenges into solutions!
Articles & Blog Post
2025-04-21 by ALEUM Consulting
What is ServiceNow FSM? A Complete Guide for Operations and Service Managers
“Wondering what ServiceNow field service management (FSM) is and how it aligns with your field service strategy?” You have come to the right place.
Videos & Podcasts
2023-03-27 by GlideFast Consulting
Field Service Management Features and New in ServiceNow Utah
Check out some of the latest FSM features available in the Utah release! Technical Consultant Adolfo Acevedo explores Field Service Management and new features in the ServiceNow Utah release.
2023-04-03 by ServiceNow Community
What’s new in the Utah Release for FSM
The latest innovations in Utah help elevate experiences and lower expenses by delivering enterprise-grade field service management that continues to improve team and individual efficiency gains. Topics covered include Equipment Scheduling, Task Bundling, Process Optimization, and Workforce Optimization.
Join Field Service Management (FSM) product management director, Rob Schaefer for this live webinar to learn about the latest innovations, see short demos, and get your questions answered.
2023-09-28 by ServiceNow Community
What's new in the Vancouver Release: Field Service Management
Vancouver Release is fast approaching! If you'd like an in-depth peek into all the new features from Field Service Management, this is the webinar for you! FSM Product Management Director, Rob Schafer will be live to demo what's new and how you can access these features today. Bring your questions, and register today!
2024-04-02 by ServiceNow Community
What's new in the Washington DC release: Field Service Management
Join ServiceNow product leaders to learn about the latest innovations delivered in the Washington DC release for Field Service Management (FSM). New capabilities include the launch of Now Assist for Field Service Management, and additional capabilities fueled by intelligence, such as parts suggestions for work orders. Additional launched features enable the support of linear assets, site location maps on mobile for technicians, and better collaboration during operations with the integration of Microsoft Teams® in Dispatcher Workspace. The release also introduces Field Service Marketplace, an innovative new application available in Field Service Management, designed to transform collaboration with contractors.
Now Assist
Now Assist for Field Service Management helps field service teams deliver better, more proactive experiences and accelerate productivity with generative AI. The new solution uses generative AI to access all activity, parts, and incidental data to summarize work order tasks, which are critical for field technicians who are moving from site to site and rely on mobile devices to get their most important work done. By simplifying the work order process, Now Assist for FSM improves technician and customer experiences along with documentation, compliance, and consistency.
Entry point to the official product documentation
Provide step-by-step, product-specific deployment and implementation guidance, including targets for understanding success at each stage of activity for Now Assist for Field Service Management (FSM) using Generative AI (Gen AI).
Trainings & Courses
Now Assist for Field Service Management (FSM) Implementer
This Learning Path bundles the training courses and exam required to become proficient in implementing the Now Assist for Field Service Management (FSM) application and configuring its capabilities. Interactive lessons and hands-on activities will guide you through the advanced concepts and prepare you for the exam.
Videos & Podcasts
2025-05-20 by Tech alks Daily
ServiceNow Accelerates AI Adoption in Field Service Management
In today’s episode of Tech Talks Daily, I sat down with Bulent Cinarkaya, General Manager of Field Service Management at ServiceNow, to explore how AI is transforming the frontlines of field service. Often overlooked in the broader tech conversation, the technicians working outside the office are now seeing real, tangible improvements to their daily workflows thanks to advancements in intelligent automation.
Dynamic Scheduling
Dynamic Scheduling in ServiceNow Field Service Management is an automated task assignment feature that significantly enhances field service efficiency by automatically assigning customer tasks to field agents based on predefined rules and configurations. This capability lightens dispatcher workloads by eliminating manual scheduling processes and optimizes resource utilization through intelligent task recommendations that consider factors such as technician skills, availability, location, and capacity. The feature integrates route optimization to minimize travel time, reduces administrative burden on technicians, and enables more strategic time allocation for dispatchers and managers.
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
Dive deep into the world of dynamic scheduling with our comprehensive course, designed to unpack the process, its critical elements, various use cases, and a range of configuration possibilities. Engage with interactive scenarios that guide you through customizing dynamic scheduling to fulfill the unique auto-assignment needs of your business's work order tasks.
Articles & Blog Post
2024-04-10 by @Xander H
Configuring Access Hours in Field Service Management (including blackouts)
A common use case in Field Service Management is defining when field agents are allowed to fulfill tasks. This can be a specific date range during which the visit has to take place, which is done through the window start and end, but in addition, there are certain times during that window in which the visit can take place.
Schedule Optimization
ServiceNow's Field Service Management (FSM) Schedule Optimization module is an intelligent workforce management solution that automatically assigns and schedules field service tasks to optimize operational efficiency and customer satisfaction. The module leverages advanced algorithms to consider multiple factors including technician skills, location proximity, availability, work priorities, service level agreements, and travel time to create optimal scheduling decisions in real-time. It dynamically balances workloads across the field workforce while minimizing travel costs and maximizing resource utilization, enabling organizations to reduce response times, improve first-time fix rates, and enhance overall service delivery performance. The system can automatically reschedule appointments based on changing conditions such as emergency requests, technician availability, or traffic patterns, while providing dispatchers with visual scheduling boards and analytics to monitor and adjust field operations as needed.
Entry point to the official product information pages.
Entry point to the official product documentation.
Trainings & Courses
Schedule Optimization Implementation
This workshop is designed specifically for professionals implementing or architecting ServiceNow Field Service Management solutions. Dive into the world of Schedule Optimization with a focus on practical, hands-on learning. You'll gain expertise in setting up and configuring both Batch and Intraday Schedule Optimization, ensuring you can efficiently manage field service operations.
Videos & Podcasts
2025-01 by ServiceNow Community
Schedule Optimization Overview
This video playlist explores how to optimize task scheduling, auto-assign tasks, and adapt to changes on the fly. Learn to apply policies that maximize task assignment and minimize travel time for optimal performance.
Dispatcher Workspace
Dispatcher Workspace is a configurable scheduling application that enables dispatchers to efficiently route work to field service agents and monitor their performance. Dispatcher Workspace brings new speed and efficiency to field service scheduling, providing dispatchers and managers with a complete view of tasks, teams, locations and statuses.
Entry point to the official product information pages.
Entry point to the official product documentation.
Unlock the full potential of ServiceNow Field Service Management Dispatcher Workspace with our in-depth instructional guide. This resource is meticulously designed to facilitate experienced implementation specialists and architects in effectively setting up and customizing dispatcher workspace in customer environments. Covering a range of topics from installation, workspace and map settings, to advanced configurations of UI components and views, this guide provides step-by-step instructions and best practices. Leverage our guide to enhance your field service operations, streamline task management, and create a more responsive service experience.
Trainings & Courses
Configure the Dispatcher Workspace in Field Service Management
Learn about the dispatcher experience and how to configure the dispatcher workspace in this short course.
Videos & Podcasts
2023-04-24 by ServiceNow Community
Improve dispatching efficiency with Dispatcher Workspace
Join Field Service Management (FSM) product managers, Rob Schaefer and Vasanth Terrance.
2025-03-12 by ServiceNow Community
Yokohama Q1'2025 Dispatcher Workspace Enhancement
Dispatcher workspace delivers a single pane for our dispatchers to manage and maintenance the quality of service of their team and organization. We have introduced three new enhancements to empower dispatchers be more efficient.
Planned Maintenance & Planned Work Management
Unplanned maintenance can cost an organization up to nine times as much as preventive maintenance. A preventive maintenance program, applied properly, minimizes the stress on both customer equipment as well as the field service organization. It reduces the likelihood of equipment breaking and product outages or downtime. When an equipment manufacturer or service provider knows a certain part fails every seven months or 2000 uses, then it makes sense to have a preventive maintenance visit before the failure. Because nothing is broken yet, the work can be scheduled during normal equipment downtime (after hours), and the visit can be scheduled to accommodate other more critical field service appointments. But organizations struggle with keeping track of the use or conditions of the hundreds or thousands of assets they support.
It’s easy for preventive maintenance to be missed, resulting in reactive service when the part fails.
What is preventive maintenance?
Preventive maintenance (also called planned maintenance) describes upkeep designed to prevent equipment failure and unplanned downtime from occurring.
Maximize customer uptime with planned maintenance
Solution Brief
Planned Work Management
is the broader application in ServiceNow that handles all types of scheduled field service activities. It encompasses the complete lifecycle of planned work orders, including scheduling, dispatching, resource allocation, and execution tracking. This application manages various types of planned work beyond just maintenance - such as installations, inspections, repairs, and service appointments. It provides comprehensive work order management capabilities, territory management, and integration with other ServiceNow modules.
Entry point to the official product documentation.
Videos
2023-09-22 by ServiceNow Community
Planning Calendar for Planned Work Management
With the Vancouver release, planned work administrators can manage schedule occurrences and work orders for planned work directly from the Planning Calendar. You can review event occurrences, cancel or suppress duplicate work orders, generate new work orders, or make modifications to the schedule occurrences as needed.
Planned Maintenance
is more specifically focused on preventive and scheduled maintenance activities. This application is designed to automate the creation and management of recurring maintenance tasks based on predefined schedules, asset conditions, or usage metrics. It handles maintenance plans, generates work orders automatically based on maintenance schedules, tracks asset maintenance history, and helps ensure compliance with maintenance requirements and SLAs.
Entry point to the official product documentation.
Inventory Management
Inventory management is the process of keeping track of parts and supplies, including the transfer of parts, consumption, adjustments and more. Parts represent items which field service agents may need while completing a work order. Parts can be physical items, like a battery, or may be non-physical components, like an oil change or a estimate. Both physical and non-physical products are measured and sold in quantity of units. If a field technician uses a part or performs a service while on the job, they can then enter the work into the Field Service Mobile app. Used products and performed services can be invoiced to customers based on the applicable price list or entitlement. Used products can be deducted from inventory levels either in the Field Service inventory management. Qualifiers, dispatchers, and agents can create, source part requirements and requests. Dispatchers can create and manage transfer orders, and agents additionally can reserve, pick and use parts. In addition to get the parts to complete the tasks, you can also:
- Transfer parts based on stock rules.
- Access the parts you have in your inventory
- Move parts to your inventory from available locations
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Contractor Management
The Field Service Contractor Management application enables Field Service managers of your organization to outsource work by onboarding contractor companies and their staff, such as external managers and external agents. Work order tasks are assigned to the contractor group's manager from the contractor company. A group qualifies the assignment criterion based on the selected assignment group values, such as the external group, and its coverage area, skills, and product models. The managers of these contractor companies use the Field Service Contractor Portal to review the assigned work order task details and can choose to reject work on the tasks. If they accept the task, they can then reassign the tasks to their contractor team members.
If the preferred assignment group is internal but no one in the internal group qualifies for the assignment group criterion, then the system searches for a suitable external group to assign the task to and vice versa.
Entry point to the official product information pages.
Entry point to the official product documentation.
Provides detailed guidance on the way that ServiceNow intends the process to-be.
Trainings & Courses
Field Service Contractor Management Essentials
This course is designed for system administrators and implementers who want to outsource work order tasks to third-party contractor companies using ServiceNow Field Service Contractor Management. Upon completion you will be able to set up, configure, and use the application to onboard/offboard external field agents and managers and to manage external work order tasks.
Videos & Podcasts
2023-08-24 by ServiceNow Community
Improving the Contractor Experience with Field Service Management
Join Field Service Management (FSM) product managers, Rob Schaefer and Vasanth Terrance, in this interactive webinar to learn more about:
- Challenges in engaging Outsourced Service Providers
- How to engage Contractors and achieve compliance on a single platform
- Managing Contractor capacity to promote scheduling compliance
- Improving process compliance and Work Order debrief by Contractors
