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In today’s fast-moving service landscape, field operations leaders are under pressure to do more with less—delivering seamless customer experiences while navigating workforce shortages and increasing operational complexity. The Zurich release introduces new capabilities in Field Service Management (FSM) that help organizations meet these challenges head-on by putting AI to work across field operations. From intelligent scheduling to technician enablement, these innovations are designed to boost productivity, reduce costs, and elevate the customer experience. Read on to learn more about:
- Hybrid capacity model
- Model provider flexibility
- Schedule Optimization enhancements
- Dispatcher Workspace enhancements
- Smart Assessment for Field Service Questionnaire enhancements
Hybrid capacity model
Hybrid capacity model
Planning field technician capacity requires balancing confirmed availability against projected demand. When dispatcher visibility is limited to short-term schedules, they’re forced to make reactive decisions—often resulting in inefficient resource allocation and missed service commitments.
New in the Zurich release, the hybrid capacity model enables organizations to define long-term capacity using both real-time technician schedules and forecasted availability. This empowers dispatchers to plan with confidence, blending today’s schedules with tomorrow’s forecasts to ensure the right field resources are available at the right time, even as future schedules evolve.
Model provider flexibility
AI is rapidly transforming field service—and it needs to align with an organization’s cloud strategy and compliance needs. Enterprises require the freedom to select the best-fit AI model provider for each workflow, whether for performance, governance, or regional requirements.
With the Zurich release, model provider flexibility empowers customers to choose from trusted models while managing them natively within the ServiceNow AI Platform—no manual integrations required. Field service organizations can rapidly test, switch, and update AI skills at scale, deploying large language models (LLMs) with confidence thanks to built-in governance and monitoring in AI Control Tower.
Schedule Optimization enhancements
Assigning the right technician to the right job at the right time is critical—but traditional scheduling tools often prioritize proximity over skill or efficiency. And when plans change, global re-optimization can disrupt more than it helps.
The Zurich release introduces enhancements that give dispatchers more control. Resource efficiency allows jobs to be assigned based on configurable criteria like skills or cost, while prioritized events optimization enables targeted re-optimization for specific technicians or tasks. These capabilities help dispatchers align scheduling with business goals and respond with agility to real-time changes.
Dispatcher Workspace enhancements
Coordinating field service across time zones and territories is complex. Dispatchers often juggle manual time conversions, rigid group boundaries, and disconnected workflows—all of which slow down task assignment and increase the risk of SLA breaches.
The Zurich release enhances Dispatcher Workspace with features that simplify scheduling and increase agility. Dispatchers can now view multiple time zones side-by-side, assign tasks directly from list or record views, and temporarily include technicians from outside their assigned groups. These innovations help dispatchers act faster, reduce technician idle time, and maintain service continuity across regions.
Smart Assessment for Field Service Questionnaire enhancements
Technicians in the field need to capture accurate data quickly and consistently—but manual entry, inconsistent validation, and poor connectivity often get in the way. These challenges lead to delays, errors, and incomplete documentation that impact service quality and follow-up.
The Zurich release enhances Smart Assessment for Field Service Questionnaire with barcode scanning, intelligent input validation, automated follow-up task creation, and improved error handling for attachments. These innovations streamline mobile data collection, reduce administrative burden, and ensure consistent, high-quality service delivery—even in low-connectivity environments.
The Zurich release for FSM is packed with innovative features that address real-world challenges and drive business value. Whether it's optimizing schedules with the hybrid capacity model or leveraging third-party generative AI models with Now Assist, ServiceNow continues to lead the way in transforming field service operations.
Stay tuned for more updates and insights as we continue to revolutionize field service delivery for customers, assets, and facilities.
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