Field services product improvements

KatrinK
Tera Contributor

3 weeks ago

Hello ServiceNow community  - I am looking to collaborate with product owners who work in field services teams, to understand how to even further improve the product roadmap to enable the digital workplace experience for all the end users? 

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Matthew_13
Mega Sage

3 weeks ago

Hi there — happy to share some perspective from the field services side.

From what I’ve seen, the biggest opportunities tend to be around closing the gap between the technician experience and the end-user experience. A few areas that consistently come up with product owners I work with:

  • Simpler, role-based mobile experiences for technicians less navigation fewer required fields and more context surfaced automatically.

  • Better end-user visibility into field work clear ETAs, status updates, and what’s actually happening next.

  • Stronger integration between Field Service, Incident/Request and Asset/CI data so users don’t feel like they’re starting over when work moves from desk to field.

  • More flexibility in journey based workflows what happens before during and after a site visit rather than just task completion.

  • Offline reliability and performance improvements for real world field conditions.

@KatrinK  - Please mark as Accepted Solution and Thumbs Up if you found Helpful!!

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KatrinK
Tera Contributor
In response to Matthew_13

2 weeks ago

Hello Matthew, these are some really valuable insights. Thank you for sharing these. This gives me something to go by. We currently use the walk up experience tool, which is used globally across the entire FS organization. We are seeing some challenges however when the FS need to open the incidents from the interactions. For some reason, the incident opening directly from ServiceNow seams more pleasurable strangely enough 🙂 Thank you very very much, and stay in touch 🙂 

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