Install base work plans

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Install base work plans

    Install base work plans in the Customer Service Management (CSM) application enable you to create, maintain, and view essential details of install base items. These work plans are designed to facilitate regular and timely maintenance for products by providing detailed maintenance schedules and activities. You can create a work plan for a product model, which then applies to all associated install base items. Access to planned work management data is controlled by assigning thesnfsmplannedwm.plannedworkreadrole to customer and consumer service agents. Work plans can also be created within the CSM Configurable Workspace to streamline maintenance management.

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    Key Features

    • Work Plans: Define maintenance requirements including frequency, specific activities, and their sequence for install base items.
    • Planned Work Schedules: Specify timing and triggers (duration, meter, condition, script) to ensure milestones in the work plan are met.
    • Planned Work Schedule Templates: Outline the order and details of maintenance activities to standardize scheduled work.
    • Work Orders: Enable creation of assignments for field service agents to perform scheduled maintenance tasks on install base items. Work orders can be created directly from the install base form or the planned work schedule form.
    • Work Order Tasks: Support detailed task management within work orders, linking specific tasks to their parent work orders for granular tracking.

    Practical Use for ServiceNow Customers

    By leveraging install base work plans, ServiceNow customers can efficiently manage the lifecycle and maintenance of their products and equipment. This ensures proactive upkeep, reduces downtime, and improves service delivery by coordinating field service activities through well-defined schedules and work orders. The structured approach to maintenance supports operational consistency and helps maintain customer satisfaction through timely service interventions.

    You can create an install base work plan on the Customer Service Management application to get the details that are related to an install base item. Work plans help you to create, maintain, and view the basic details of an install base item. You can also plan for the regular and timely maintenance of the install base item.

    Overview

    A work plan provides the information that you need about the regular maintenance that you must do for an install base item. You can create a work plan for a product model. All the install base items that are associated to that product model inherit the same work plan.

    You assign your customer and consumer service agents with the sn_fsm_planned_wm.planned_work_read role so that they can have read access to all the planned work management tables.

    You can also create a work plan in the CSM Configurable Workspace. To create a work plan in the workspace, see Create a work plan in Customer Service Management (CSM) Configurable Workspace.

    Related lists for work plans

    You can perform or view the maintenance operations, like device inspection and performance, for an install base item through the related lists section of the Install Base form. The following table lists the descriptions about the related lists for the work plans.
    Table 1. Work plans related list
    Related list Description
    Work plans Manage the maintenance requirements of an install base item. They include information on how often maintenance must be performed, what the maintenance activities are for the install base, and the order in which they must be performed. To create a work plan, see Create a work plan with Customer Service Management (CSM).
    Planned Work Schedules Gauge the timing and regularity of implementation of a schedule for a work plan. Planned work schedules have triggers like the duration, meter, condition, and script to determine and ensure that the work plan milestones are met. To create a planned work schedule, see Configure a work schedule.
    Planned Work Schedule Templates Describe the planned maintenance activities that must be performed for an install base item and the order in which they must occur. To create a planned work schedule template, see Associate a work order template to a work schedule.
    Work Orders Create work orders for field service agents to perform scheduled maintenance activities for the install base item. To create a work order, see Create a work order.

    Select the related list from the install base form to create a work order for an install base item.

    Select the Work order related list from the planned work schedule form to create a work order for a work plan.
    Work Order Tasks Work orders and work order tasks are related and created only if there's an existing work order for the install base item. Fill in the Parent field on the work order task form with the name of the work order. To create a work order task, see Create a work order task.