---
sourceDocument: Zurich Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/service-management-for-the-enterprise

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Facilities service management process

# Facilities service management process {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The facilities administrator creates the campus and configures the application with
workflow, agent assignment, and other considerations. Employees make facilities and move requests
that are tracked to specific locations anywhere on the campus.  
The Facilities Service Management process is as follows:

1. A ServiceNow administrator activates and configures the Facilities Service Management application according to the needs and requirements for your organization.
2. A facilities administrator creates the campus and configures the spaces and assets contained within.
3. Users submit facilities requests.
4. Facilities staff qualify facilities requests. Which is the process of checking that the information in the request is complete, so facilities tasks can be assigned.
5. Administrators organize requests into tasks and dispatch those tasks.
6. Facilities staff members perform the tasks necessary to fulfill the request.
7. The assigned facilities staff members close their tasks, allowing the request to be closed.
{#c_FacilitiesSMProcess__ol_dlw_lsl_cr}  
Be sure to identify people within your organization that can be assigned the following facilities roles:

facilities administrator
:   Creates and modifies all campuses, building, floors, rooms, and floor plans. They can also
    qualify and dispatch requests.

facilities staff
:   Performs the work necessary to answer facilities requests.

facilities dispatcher
:   Schedules and assigns the tasks to facilities staff.
* **[Facilities requests](https://www.servicenow.com/docs/67OYBWKzZc3Cetj~szYrsg)**   
  A facilities request is a record in the system that tracks a proposed change to the physical facility of the organization. Typical facilities requests include the reporting of something bring broken or an issue like a beeping smoke alarm.
* **[Facilities request tasks](https://www.servicenow.com/docs/p8eoPH3gHmEKQXlLoxDrTA)**   
  A facilities request contains one or more tasks. These tasks allow qualifiers to define separate activities that must be done to complete a facilities request.