Getting Started with FSM: Episode 3 – Understanding Roles in FSM

Published on by Lolita Honkpo | Updated on

This "Getting Started with FSM" series is designed to introduce key concepts, best practices, and technological advancements in FSM, providing a structured learning path for businesses and professionals new to the field. In this session, we’ll break down the key roles within FSM—such as dispatchers, agents, technicians, administrators, and customers—and explain what each role is responsible for, how they interact with the system, and how permissions and visibility are managed. Whether you're just getting started or looking to streamline your FSM implementation, this session will help you understand how to structure your team effectively and ensure the right people have access to the right tools.

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About Live on ServiceNow®: Live on ServiceNow is our latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow solutions. Each event features an interactive discussion with a product expert, so be sure to come prepared with your questions! Click here to see our other upcoming scheduled events.