---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Exploring Field Service Management

# Exploring Field Service Management {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

Use the Field Service Management application to manage work requests that are
performed on location by field service agents. Whether you are starting or expanding your
implementation of Field Service Management, learn more about available features to help
create a seamless experience for your dispatchers, managers, and agents to resolve issues and
fulfill requests.

## Field Service Management overview {#explore-fsm__section_kys_xfv_rjb}

Problems that require on-site services from field technicians must be addressed and resolved fast. The costs are high if you're attempting to resolve complex on-site issues using disparate, unconnected systems with little or no
automation or visibility.

With the Field Service Management application, you can get more tasks resolved faster with applications that can streamline task workflows. Help your field service teams to proactively address issues and to resolve them
quickly. With Field Service Management, connect teams, processes, and systems to find the root cause of issues and resolve them in a timely manner. Empower your technicians with access to all of their tasks using the Field Service mobile application, which can be used online or offline.  
Note:  
You can also [View and download the full infocard](https://downloads.docs.servicenow.com/resource/enus/infocard/fsm-landingpage-infographic.pdf) for a highlight of Field Service Management features.

## Field Service Management users {#explore-fsm__section_l15_zzf_3cc}

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| User | Description |
|-|-|
| Administrator | Configure the Field Service Management application to automate the process of assigning work order tasks to field technicians and make it ready for use. |
| Initiator | Create a new work order or can create a work order from other record types, such as problem, incident, change, or project task. |
| Qualifier | Review and qualify work orders to ensure that the work order tasks are created. |
| Dispatcher | Assign the work order tasks to the most appropriate and available agents. Dispatcher can also track agent's travel and work time, part requirements, and asset usage. Dispatchers are a part of the Field Service Management team, who manages the field teams and customer experience simultaneously to achieve positive outcome for the organization. |
| Manager | Manage and monitor the progress of work order tasks. If an agent rejects the task, you can reassign the tasks to another agent. |
| Agent | Travel to the customer location with the required parts and skills to work on the assigned task. |
[Table 1. Users]

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## Field Service Management workflow {#explore-fsm__section_gvn_nl2_nnb}

The following example shows a sample Field Service Management end-to-end workflow describing different roles and stages handled by these roles starting from creating the work order and related task through the completion of the work order task.

1. As an administrator, you can configure the Field Service Management application to automate the process of assigning work order tasks to field technicians and make it ready for use.
2. When the application is ready to use, the initiator creates a new work order or can create a work order from other record types, such as problem, incident, change, or project task.
3. Then qualifier reviews and qualifies work orders to ensure that the work order tasks are created.
4. The qualified work orders then goes to the dispatcher queue so that dispatcher can assign the work order tasks to the most appropriate and available agents. Dispatcher can also track agent's travel and work time, part requirements, and asset usage. Dispatchers are a part of the Field Service Management team, who manages the field teams and customer experience simultaneously to achieve positive outcome for the organization.

5. The manager manages and monitors the progress of work order tasks. If an agent rejects the task, you can reassign the tasks to another agent.
6. After accepting the work order task, the agent travels to the customer location with the required parts and skills to work on the assigned task.
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## Field Service Management benefits {#explore-fsm__section_vdz_4sp_sqb}

Field Service Management provides the following benefits:  
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| Benefit | Feature | Users |
|-|-|-|
| Simplify setup using low-code plugins and guided setup. | [Guided setup](https://www.servicenow.com/docs/T42uSLPivl7s1S0YDH_E8Q "Streamline setting up Field Service Management with guided setup.") | Administrator |
| Optimize task scheduling, auto-assign tasks, and adapt to changing conditions. | [Schedule Optimization](https://www.servicenow.com/docs/zDnCALsa1QsVb7Tk7Wr_pg "The Schedule Optimization enables you to optimize task scheduling, auto-assign tasks, and adapt to changing conditions. By applying policies, you can create the best possible schedule that maximizes task assignment and minimizes travel time.") | Administrator |
| Automatically capture critical data when creating a work order from a case, incident, problem, change request, or project task record. | [Integrated work order entry](https://www.servicenow.com/docs/r3OjgB0J84X~VkKffUOegA "Work orders in Field Service Management store information about requested work, including customer names and addresses, locations where work is to be performed, and any associated configuration items. Work orders can include one or more tasks that contain specific details about the work to be performed, such as required agent skills or part requirements.") | Initiator |
| Empower customers using Field Service Management - Customer Experience to track en-route agent location and arrival time. | [Customer Experience in Field Service Management](https://www.servicenow.com/docs/POscS4WUQOp5YDpXpOQvEA "The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.") | Initiator |
| Find and analyze work orders with similar underlying issues using Predictive Intelligence for Field Service Management. | [Work order insights powered by Predictive Intelligence](https://www.servicenow.com/docs/4r7NZ0ZSD90RSZY_M~9rPg "Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.") | Manager |
| Make the most of your resources. Schedule work for technicians dynamically based on capacity and tasks. | [Capacity and Reservations Management](https://www.servicenow.com/docs/HG5FRm2ALWgBFj_S1Cag3A "Field Service Capacity and Reservations Management enables managers to assign the appropriate amount of work to agents and contractor teams, ensuring they are not overloaded beyond their defined capacity. It helps plan work assignments based on priority and demand, ensuring business services remain available without overburdening resources.") | Manager |
| Give dispatchers everything they need in one place to make smart and fast scheduling decisions. | [Dispatcher Workspace](https://www.servicenow.com/docs/Nxv_sSSyQc~hBmlQFYOMzQ "Dispatchers can efficiently manage field teams and customer experience to achieve positive outcome for your organization through Dispatcher Workspace. Forecast potential problem areas before they arise and maximize operational efficiency for both field teams and customers.") | Dispatcher |
| Automatically assign tasks to available field service agents with the right skills and equipment. | [Dynamic scheduling](https://www.servicenow.com/docs/8HQsxtgXkZut~7_Uh7ZatA "Dynamic Scheduling is an advanced and flexible mechanism to manage work tasks for field agents. It makes scheduling easier and lets dispatchers handle exceptions and changes effectively.") | Dispatcher |
| Improve agent utilization by recommending the best available tasks to fill gaps in the agent's schedule. | [Intelligent Task Recommendation](https://www.servicenow.com/docs/JRnR9No~E8a~hVreSYkivw "The ServiceNow Intelligent Task Recommendation feature helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.") | Dispatcher |
| Support complex work for technician crews. | [Field Service Crew Operations](https://www.servicenow.com/docs/9yOsfZvYmizPIjN3Klh4_A "Simplify your scheduling process and create a crew of Field Service agents that can be assigned to work together using the Field Service Crew Operations feature.") | Dispatcher |
| Optimizes contractor management, improves communication, and streamlines task allocation processes. | [Field Service Marketplace](https://www.servicenow.com/docs/D_SCVrFUaehtGMVl7R6q8A "Field Service Marketplace optimizes contractor management, improves communication, and streamlines task allocation processes.") | Dispatcher |
| Efficiently schedule and manage the resource utilization for work order task based on different geographic regions. | [Field Service Territory Planning](https://www.servicenow.com/docs/l_9nEpPZXKsGw4KdaTunjQ "Field Service Territory Planning enables you to create, view, analyze, and manage territories for better scheduling of work orders and work order tasks.") | Territory Planner |
| Enable technicians with an intuitive, native Mobile Agent application that enables them to quickly view and record information. | [Mobile experience for Field Service Management](https://www.servicenow.com/docs/n~G6~uUJCmyP_PTjjNVyzw "Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your mobile device will sync the information with when it next connects.") | Field Service Agent |
| Achieve seamless visibility and task resolution for complex workflows across teams and business units. | [Playbooks for Field Service Management](https://www.servicenow.com/docs/ORSTe1ez2MMTSU0~gtWnFA "Playbooks provide step-by-step guidance for your Field Service teams to complete activities involved in field service tasks.") | Field Service Agent |
| Track and manage the inventory between stockrooms. | [Manage inventory in Field Service Management](https://www.servicenow.com/docs/0eOM3JpI4X~GtIiHLgRiGw "Get the parts you need to complete the tasks.") | Field Service Agent |
| Enable agents to generate work order task summaries so that they can create notes faster and with more detail. | [ServiceNow Otto for Field Service Management (FSM)](https://www.servicenow.com/docs/6AGDVqhgBOxKNFbH5~U0Iw "Use the ServiceNow ServiceNow Otto for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.") | Field Service Agent |
| On-board contractor teams for outsourcing work order tasks and ensuring that service level agreements are met. | [Field Service Contractor Management](https://www.servicenow.com/docs/hgXw_3djvBXmfBTL8oPjWQ#fsm-contractor-management "Manage contractor work and service level agreements (SLA). With the ServiceNow Contractor Management application, connect, engage, and collaborate with third-party contractor companies and their staff to outsource the work order tasks.") | Manager |
| Monitor and enforce compliance with environment or health protocols. | [Emergency Exposure Management](https://www.servicenow.com/docs/hgXw_3djvBXmfBTL8oPjWQ#exposure-management-for-agents "The Emergency Exposure Management feature in Field Service Management helps identify field service agents and customers who may have visited an affected location. It helps find people who have come in contact with an agent who has been classified as positive for a condition, such as COVID-19.") | Manager |
[Table 2. Field Service Management benefits]

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## What to explore next {#explore-fsm__section_pqm_vfr_qjb}

* [What is field service management (FSM)?](https://www.servicenow.com/products/field-service-management/what-is-fsm.html)
* [Configuring Field Service Management](https://www.servicenow.com/docs/z3cyX~fxGOIAgDzG8u7UsA "Set up the features and work flows that you need to manage your organization's field service work.")
* [Using Field Service Management](https://www.servicenow.com/docs/BlRk8MpGstnq37660naE8w "Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.")
* [Analytics and reporting for Field Service Management](https://www.servicenow.com/docs/tt86H7pdcsHcFouMlZ4Png "Field Service Analytics and Reporting Solutions contain preconfigured dashboards with actionable data visualizations to improve your business processes and practices.")
* [Field Service Management reference](https://www.servicenow.com/docs/lFNlpuPh6CIB0Cr5w25wPw "Reference topics provide additional information about Field Service Management components that are installed automatically when you activate Field Service Management plugin.")
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