Presenters: Venkitesh Subramanian and Mohan Konyala
Session title: Everything as a Service: Field Service
Field Service is changing, and customers are looking for new and improved solutions to deliver better services. There is so much opportunity with Field Service. I'm personally really excited about it. Field Service is where companies can directly improve customer satisfaction and improve customer perception of your brand. Field Service is also the place where companies can save millions of dollars a year by not only effectively managing planned maintenance and preventing unexpected business disruption, but also responding faster to unplanned maintenance requests. One of my favorite customers once told me that for every minute a piece of equipment was down on the manufacturing floor they lost a million dollars. The business case for Field Service practically writes itself.
As you can tell, I'm pretty excited about Field Service, and I asked Venkitesh (Venki) Subramanian what he was most excited about in the Fuji release. These are Venki's Field Service favorites:
- Auto dispatch leveraging skills & geolocation of technicians now enables Field Service dispatchers to assign work orders and tasks more accurately and effectively.
- Planned Maintenance. Now, it is possible to define maintenance plans to trigger periodic maintenance work orders and tasks for assets. Customers can improve their asset utilization by performing preventive maintenance at predefined intervals.
- Seamless integrations with other service management applications like Facilities Service Management.
These features, combined with the state-of-the-art geolocation and map capabilities for technicians and dispatchers, and mobile UIs optimized for tablets and smartphones, make ServiceNow the best platform to run field service organizations. The enterprise can now use a single platform to deliver services, both remote and onsite, to their employees and customers alike.
So, what is the future of Field Service? Remote monitoring of assets and reacting to problems either proactively or by dispatching technicians based on alerts and usage data on assets. With several key capabilities like event management, this is a natural extension to the ServiceNow platform.
Let's get the party started
I asked Venki, "If Field Service was throwing a ServiceNow Platform party, who would you invite?" His answer: Facilities Management, Asset Management and Project Management — to deliver an extensive set of features for managing end-to-end lifecycle of assets.
Product Management Shout Out
Big thanks to Venki Subramanian, Senior Product Manager, Field service, for helping me get the word out today.
Want to know more?
Field service involves all aspects of planning of work orders and tasks, scheduling and dispatching tasks to technicians based on their skills, availability and location, and completing the tasks on location. Want to know more? Click here
