Field Service Management (FSM) for Telecommunications Transform telecom service delivery with AI-powered workflows that address customer needs. Reduce network downtime with real-time visibility and better service reliability. Get Data Sheet Watch Demo
FSM for Telecommunications Overview 
One platform for enterprise automation Remove friction, reinvent service, and transform the customer experience. Automate essential processes and run them from the ServiceNow AI Platform, a single system of action for the enterprise.  Read Ebook  Explore AI Platform
Featured apps and capabilities for FSM for Telecommunications FSM for Telecommunications groups key applications and capabilities into packages that can scale with you as your needs change.  Schedule Optimization Automate scheduling to improve productivity across your field resources.  Field Service Marketplace Collaborate with contractors efficiently, manage work assignments quickly, and outsource work wisely.   Now Assist for Field Service Management Accelerate productivity with generative AI experiences on the Now Platform.  Mobile Agent Make it easy for agents to triage, act on, and resolve requests on the go.  Field Service Territory Planning Manage field service tasks and technicians through a modern, configurable interface.  Asset Management Core Track locations, stock, and history for inventory and parts in a single repository.  Workforce Optimization Manage teams effectively with real-time visibility into agent scheduling and performance.  Dispatcher Workspace Handle field service tasks and workers in a modern, configurable interface.  Field Service Contractor Management Track and manage work assigned to third-party contractors.  Capacity and Reservations Management Plan work distribution for your internal and external teams.  Virtual Agent Resolve issues fast with an intelligent chatbot that understands simple, human language. TM Forum Open API Manage appointments with an industry standard interface. Task Bundling Consolidate multiple work order tasks into a single bundle for scheduling.  Field Day Multi-Day Task Scheduling Define, schedule, and visualize long cycle work effectively.  Equipment Scheduling Simplify the task of scheduling specialized tools and equipment.  Field Service Crew Operations Facilitate the process of managing technician teams and complex work orders.  Continual Improvement Management Initiate and track improvements across the enterprise by aligning people, processes, and data.  Predictive Intelligence Simplify and accelerate everyday work with built-in machine learning. Performance Analytics Anticipate trends, prioritize resources, and continuously improve with real-time analytics. Process Mining  Improve outcomes by optimizing process flows to streamline work. Mobile Publishing Publish secure and branded mobile applications, using your unique company identity and management method.  Universal Request Resolve cases seamlessly across the enterprise to provide a better employee experience.  Planned Maintenance Use maintenance plans to trigger the creation of work orders or facilities requests. Analytics Gain actionable data visualizations that help you improve your business processes and practices.  Inventory Management Source and track field service parts easily so technicians have what they need.  Load More
Do more with FSM for Telecommunications Combine FSM for Telecommunications with other industry products and apps to create a powerhouse customer experience platform. Discover Solution
Put AI to work for people Empower your people with business-ready AI from ServiceNow. From the front office to the back office and all in between, our intelligent platform harnesses AI to put smart answers at your employees’ fingertips, letting you translate that intelligence into action. Explore AI
“By uniting telecom service and field operations on one platform, we can provision services to new subscribers the next day instead of in five days. ServiceNow empowers us to quickly realize the potential of growth opportunities and be one step closer to achieving our target.” Kiko Trinidad Head of Solutions Delivery for Information Technology, Radius Read Story See All Case Studies
Explore further Dive into overview articles on a variety of topics related to FSM for Telecommunications.
 Learn About ServiceNow See All Articles What is field service management (FSM)? What is a field technician? What is preventive maintenance? What is service scheduling software? What are service technicians? What is generative AI? What are AI agents?
Benefits
Benefits Transform telecom field service to resolve customer needs. 
Improve the dispatcher experience Manage work across technicians and third-party contractors with a unified workspace. Reduce repetitive tasks using automation, providing focus on exceptions with enhanced usability.
Boost technician productivity Use AI to simplify debriefing, knowledge generation, and work summarization. Get repair suggestions and immediate feedback on asset conditions with AI image analysis. Read Ebook
Gain visibility into network performance Enable onsite technicians with visibility into network events and performance for telecom service issues.
Platform
Built on the ServiceNow AI Platform Field Service Management for Telecommunications includes AI-powered platform capabilities so you can streamline field service operations, enhance scheduling and dispatch, and empower technicians. Transform your business with a single, unifying platform for the enterprise. 
One platform to make work flow The ServiceNow AI Platform is the single cloud application platform all ServiceNow products run on. Automate, simplify, and connect work across the enterprise. Explore AI Platform Watch Video (1:28)
Generative AI Accelerate productivity with GenAI experiences on the ServiceNow AI Platform. Boost efficiency across your organization. Explore GenAI
Workforce Optimization Build high performing teams by optimizing schedules, assignments, and skills. Develop intelligent coaching paths to build the skills they need—all in one place.  Find Out How
Knowledge Management Deliver self-service and empower agents with centralized information. Boost productivity with contextual knowledge, powered by AI.  Get Started
Security lives at the center of all we do Data security is critical to your business. The ServiceNow AI Platform arms you with the tools and processes you need to improve your security posture. Find Out How Get Ebook
Certified Integrations FSM for Telecommunications integrates easily with partner and third-party applications. See All Integrations Analyze service data and create smart resolution repositories to identify optimal solutions, enhanced by generative AI. Elevate your service experience with remote visual support and self-guided instructions for customers and service teams. Guide technicians remotely on mobile with augmented reality and AI technology. Deliver guidance to technicians and capture data from the field to enable productivity, efficiency, and compliance.
Users
Role-based apps for Field Service Management for Telecommunications Add continuous value to the business, no matter what hat you wear. Improve productivity and service quality, while resolving customer needs efficiently, transparently, and proactively. 
VP of field service Deliver outstanding field service that improves customer and technician experience, drives operational efficiency, and unlocks revenue. 
Workforce Optimization Streamline workforce management for internal and third-party resources and crews to meet business needs.   Schedule Optimization Automate scheduling to improve productivity and get work done on time and on budget.  Performance Analytics Anticipate trends, prioritize resources, and continuously improve with real-time analytics.
VP of network operations Provide enhanced customer experience and service reliability. Improve coordination between network and field services teams.
Workforce Optimization Optimize schedules and tasks for work requirements and demand.   Continual Improvement Management Connect process improvements to your overall business strategy and make intelligent decisions based on KPIs.   Process Mining Get a clear visualization of your team performance. Optimize process flows and streamline work.  
Dispatcher Improve scheduling and dispatch with visibility into crews, operations, and capacities. 
Field Service Marketplace Scale operations with third-party contractors and create your own contractor marketplace.   Field Service Territory Planning Allocate, organize, and manage territories to optimize resources and workload coverage.  Asset and Inventory Management Manage and track field technician stock. Enable efficient part transfers with proactive notifications.  
Technician Use human-centric AI and intuitive mobile tools to reduce effort and resolve issues quickly. Improve technician productivity and service quality.   
Now Assist for Field Service Management Improve your service quality and productivity with AI.   Mobile Agent Resolve issues promptly and enhance your service quality on the go.   Virtual Agent Route issues to a chatbot automatically. Reduce call volumes and increase efficiency.  
Plans and Packages
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What You Get FSM for Telecommunications simplifies work processes to help you solve business problems, and our experts can help you get the most value from your product. We offer services tailored to your needs and unrivaled support. Whatever workflow you need to simplify, we have a package and pricing plan that works for you.   Contact Us for Custom Quote
Package options Get the tools you need most with the FSM for Telecommunications package that meets your business needs. Scroll down to see a sample of the features in each package.   
FSM for Telecommunications Standard FSM Integration for Telecommunications Dispatcher Workspace  Dynamic Scheduling  Field Service Mobile Asset Management  Planned Maintenance Inventory Management Cost Management Field Service Contractor Management
FSM for Telecommunications Professional FSM Integration for Telecommunications Field Service Territory Planning  Capacity and Reservations Management Field Service Crew Operations Task Bundling Multi-Day Task Scheduling Continual Improvement Management Performance Analytics Predictive Intelligence Virtual Agent Schedule Optimization¹ Field Service Marketplace² Dispatcher Workspace  Dynamic Scheduling  Field Service Mobile Asset Management  Planned Maintenance Inventory Management Cost Management Field Service Contractor Management
FSM for Telecommunications Enterprise FSM Integration for Telecommunications Now Assist for Field Service Management³ Process Mining Workforce Optimization Field Service Territory Planning  Capacity and Reservations Management Field Service Crew Operations Task Bundling Multi-Day Task Scheduling Continual Improvement Management Performance Analytics Predictive Intelligence Virtual Agent Schedule Optimization¹ Field Service Marketplace² Dispatcher Workspace  Dynamic Scheduling  Field Service Mobile Asset Management  Planned Maintenance Inventory Management Cost Management Field Service Contractor Management
 1 Schedule Optimization is available as an add-on to the Professional Package for an additional cost.  
 2 Field Service Marketplace is available as an add-on to the Standard, Professional and Enterprise Package for an additional cost.  
 3 Now Assist is not included as part of the core package unless purchased in addition to the product.  
Key features for FSM for Telecommunications Schedule Optimization Automate scheduling to improve productivity across your field resources. Field Service Marketplace Collaborate with contractors efficiently, manage work assignments quickly, and outsource work wisely. Now Assist for Field Service Management Accelerate productivity with generative AI experiences on the ServiceNow AI Platform.
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Resources
Read Analyst Report See how the right technology helps improve field operations across customers, assets, and facilities. Get Infographic Discover how providing exceptional field service experiences can set your business apart from the competition. See Latest Release The ServiceNow AI Platform connects people, functions, and systems across your business. Check out the latest apps and capabilities.
Featured resources  View All Resources
VIDEO Bell puts the ‘wow’ in customer experience Discover how Bell used the ServiceNow AI Platform to deliver a more dynamic and personalized customer experience. Watch Video (2:29)
Ebooks A Proactive Approach to Field Service Customer Experience (CX) Trends Driving Success in Field Service with AI Innovation Demo Proactive Network Maintenance Automate Service Assurance Elevate Service Experience Blogs ISG Research Ranks ServiceNow the Overall Leader in Field Service Management Accelerating Telecom Transformation Through Agentic AI and Beyond
What the industry experts are saying Discover how embedding AI in field service operations enhances productivity and improves experiences. Get Gartner Report
Look who’s winning with ServiceNow  See how other companies improve their field service experience through automation, AI, and more. View All Stories Bell automates 90% of dispatch-related tasks, improving productivity and service for millions of customers. Read Case Study Radius Telecoms, Inc. enhances its field service management, providing a seamless experience for both customers and operations. Read Case Study Crown Castle transforms service delivery with ServiceNow, achieving $1M in savings, 80% fewer tickets, and faster agent resolution. Read Case Study
Talk to an expert Connect with us to put AI to work and discover how you can transform telecom field service to address customer needs.   Contact Us
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