Mobile experience for Field Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Mobile Experience for Field Service Management

    The Field Service Management mobile application enables technicians and managers to efficiently manage field service tasks from anywhere using supported smartphones and tablets. Running on the ServiceNow mobile platform, the app supports both online and offline modes, allowing uninterrupted task execution even without internet connectivity. Offline data syncs automatically once the device reconnects.

    Show full answer Show less

    Key Features

    • Task Management: Technicians can accept or reject tasks, prioritize, plan schedules, start work, and complete work orders with ease.
    • Asset and Inventory Management: Manage, procure, receive, and record assets directly within the app. Locate parts in real time using map views.
    • Schedule Optimization: Find the quickest routes and optimal paths to complete multiple jobs efficiently using built-in navigation and mapping tools.
    • Team Collaboration: Stay connected by initiating sidebar discussions, calling customers, or messaging peers directly from the app.
    • Knowledge Access: Search and refer to knowledge base articles for task assistance while on the go.
    • Offline Functionality: Continue planning, working, and closing tasks offline with automatic synchronization when back online.
    • Customer Interaction: Collect customer signatures upon task completion and send work order summaries via email.
    • Questionnaires: Use checklists for safety and work completion details within tasks.

    Key Outcomes

    • Technicians gain flexibility and productivity by managing field tasks anytime and anywhere, regardless of connectivity.
    • Managers receive real-time insights into technician utilization, capacity, customer locations, and work requests through customizable dashboards and reports.
    • Improved operational efficiency with optimized scheduling and route planning.
    • Enhanced customer experience through streamlined communication and timely updates.
    • Data-driven decision-making enabled by detailed task metrics and performance reports.

    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.

    The Field Service Management mobile application runs on the ServiceNow mobile platform.

    Infographic with a smartphone and a list of functions for FSM Mobile. For the text description, refer to the following table.

    Table 1. Agent mobile application experience and its functions

    Manage your tasks

    		 Prioritizing on ServiceNow Agent
    • Plan your tasks
    • Plan your schedule
    • Start work

    Manage assets

    		 Setting up inventory and asset management
    • Procure assets
    • Receive assets using Mobile app

    Optimize your schedule

    		 Find the quickest way to complete assigned jobs
    • Find optimal routes for executing tasks in multiple locations
    • Navigate to task locations using the task map

    Locate parts in real time

    		 Inventory on ServiceNow Agent
    • Locate parts using the asset map on the app
    • Record assets used for a work order task

    Stay connected with the team

    		 Start a Sidebar discussion on the Mobile Agent application
    • Call customers directly from the app if more information is needed
    • Connect with peers by calling or sending them a text message

    Find helpful information

    		 Knowledge articles on ServiceNow Agent
    • Search through knowledgebase articles for assistance
    • Verify when your team members are on-site and whether they are on schedule to complete their tasks

    When offline, you can still execute assigned tasks, manage assets, access your schedule, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored on your device and synchronized when the device goes online.

    Watch this four-minute video for a demonstration of the ServiceNow Field Service mobile application for managing field service tasks.

    Empower technicians with an optimized mobile application

    From their supported smartphones and tablets, field service technicians can do various tasks, such as accept or reject tasks, track travel and work time, display tasks and parts using map views, and access their schedules. Questionnaires are available to collect and complete necessary task details, such as safety or work completion checklists. When assignments are complete, customers can acknowledge the work with a signature on the technician’s mobile device. Customers can also receive a work order summary by email.

    The mobile app also supports offline mode, enabling technicians to work without internet connectivity.

    Use and customize reports available with your application to get insights into task metrics, such as mean time for resolving work order tasks. Get real-time understanding of utilization, capacity, customers, locations requesting work, and other metrics using the dashboard. Managers can easily customize reports and dashboards to gain real-time insight into technician utilization and capacity. Managers will better understand customer and employee work requests and locations to pinpoint improvement opportunities.