ServiceNow partners with organizations across industries to revolutionize field service by bringing AI to every corner of the business on one platform. To better serve customers, ServiceNow boldly evolved our collection of field service capabilities into Field Service Management (FSM) with the Orlando Family release. 10 major releases later and hundreds of field service organizations supported serving millions of customers daily, our roadmap remains as ambitious as ever.
In recognition of FSM’s 10th major release as a ServiceNow product, we are revisiting our top innovations by release starting with:
Paris: Field Service Contractor Management
Identifying, assigning, and collaborating with external contractors can be a challenge for field service organizations. But with Field Service Contractor Management it doesn’t have to be. This innovation automates communication between organizations and contractors, providing full task details and customer information while also allowing third parties to onboard technicians and assign work themselves.
Field Service Contractor Management improves visibility into work status, helping to ensure tasks are completed faster, more efficiently, and according to the contracting organization’s standards. For jobs in remote areas or that require specialized support, field service organizations can trust contractors will deliver great experiences for their customers.
Quebec: Dispatcher Workspace
Dispatchers are regularly pulled in many different directions, managing technician schedules and routes, constantly monitoring work progress, and handling service exceptions or urgent requests. Enter the Dispatcher Workspace: a single pane of glass for dispatchers to coordinate resources, view team assignments, and dynamically adjust schedules.
With configurable layouts and custom filters, the Dispatcher Workspace simplifies the distribution of work across internal and third-party resources regardless of whether they are permanent or ad-hoc crews. This means dispatchers can easily assign the right technician with the right skills, parts, and availability to reduce travel time while minimizing schedule gaps.
Rome: Route optimization
Field service organizations often struggle with inefficient routing that increases travel time and unnecessarily drives up costs. With route optimization, however, dispatchers can reduce the time technicians spend in transit so they can focus more on addressing customer needs.
Route optimization automatically reorders tasks after assignment using geolocation or straight-line estimation, so they are sequenced in the most efficient order. At a time when field service organizations are focused on doing more with less, this innovation can lead to significant cost savings and better customer experiences.
San Diego: Schedule Optimization
Scheduling is often the most difficult and time-consuming aspect of a dispatcher’s job. On any given day, they must balance assignments based on technician availability, skillsets, and location while managing unpredictable service requests and minimizing scheduling conflicts. But Schedule Optimization automates this complexity away.
Using Schedule Optimization, field service organizations can intelligently match the best technician to any service request factoring in job priority, parts availability, customer preference, and required skills. The result? An increase in productivity for dispatchers and technicians leading to satisfied customers.
Tokyo: Field Service Territory Planning
Managing resources across multiple territories can be a challenge for field service organizations resulting in forecasting inaccuracies, misallocated resources, and increased travel costs. That’s where Field Service Territory Planning comes in. This innovation enables dispatchers to create, visualize, and manage service territories with ease.
In defining territories and associating them with technicians, assets, and work orders, dispatchers can help ensure tasks are assigned to the best suited resource in the area. Once established, territories can be dynamically modified to include new data points and assets so field service organizations can provide comprehensive coverage for their customers without skipping a beat.
Utah: Workforce Optimization
Field service leaders strive to bring out the best in their workforce, but often find it tough to efficiently distribute work, maintain high productivity levels, and monitor individual performance. Workforce Optimization provides managers with the tools and insights they need to maximize their team's potential.
In the streamlined Manager Workspace, leaders can create and edit work shifts, analyze KPIs, and identify opportunities to coach technicians. With enhanced visibility at the team and individual levels, Workforce Optimization empowers managers to proactively recognize ways to upskill their workforce while unleashing performance potential.
Vancouver: Playbooks for Now Mobile Agent
When field technicians are dispatched to perform unplanned maintenance or complex repairs, they need to quickly find the right resources to guide them through the work. Playbooks provide a step-by-step, structured experience for undertaking tasks all on the Now Mobile Agent app.
With Playbooks, each task is outlined, helping ensure technicians have all the critical information they need while following standardized procedures to complete work. Organized into key stages like troubleshooting, parts management, time recording, and more, Playbooks empower technicians to efficiently close tasks with consistency.
Washington, DC: Now Assist for FSM
Field service organizations deal with disconnected systems and manual processes that bog down dispatchers and technicians with time-consuming and tedious administrative tasks. Now Assist accelerates productivity for technicians and dispatchers with generative AI (GenAI) by taking care of the busy work.
Our platform uses domain-specific large language models (LLMs) purpose-built and optimized for enterprise workflows. This improves the accuracy and relevance of outputs to enable technicians and dispatchers to perform at their best. From work order task summarization to knowledge article generation, Now Assist frees field service employees to stay focused on serving the customer.
Xanadu: Opportunity Management with field service
When technicians identify revenue-generating opportunities while servicing customers, they often lack tools to effectively capture and document them on the job site. Opportunities can then go overlooked or eventually forgotten without a process in place to manage them.
Opportunity management with field service empowers technicians to create and manage opportunities in the field using the Now Mobile Agent application. The feature provides for detailed information capture, checking for existing opportunities to avoid duplication while tracking sales efforts in real-time. Not only does opportunity management with field service enhance customer support, but it also maximizes the potential for organizational growth by converting location-based insights into actionable sales leads.
This brings us to our 10th major release since Orlando, Yokohama, which delivers a variety of powerful innovations. FSM matured into an AI-powered engine for field service organizations to transform their operations over the past five years. From recently being ranked No. 1 and designated a Leader in all categories in the ISG Buyers Guide™ for Field Service Management to serving as a foundational pillar of the ServiceNow CRM solution, we are gaining momentum in our journey to build a best-in-class field service product. And, with FSM AI agents on the horizon, we will continue to push boundaries in support of field service organizations and their employees across industries.
In the meantime, we’d love to hear from you. In celebration of FSM’s 10th major release as a ServiceNow product, how are you putting these innovations to work for your organization?
