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Field Service Management

Providing efficient field service is critical to resolving issues faster and satisfying customers, but many obstacles exist. Challenges to delivering quality field service include varying skills necessary for different jobs, lack of on‑hand parts and components, scheduling travel time across large geographies, and delivering against service level agreements (SLAs).

ServiceNow® Field Service Management makes integrated, proactive, and strategic field service possible. Use drag and drop to match work tasks to technician skills, geographic territory assignments and current location, and available inventory to meet and exceed SLAs. Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service Management as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction.

Create Work Orders From Cases or Incidents

Field Service Management

Create Work Orders From Cases or Incidents

View and Schedule Work Dynamically

Field Service Management

View and Schedule Work Dynamically

Drag-and-Drop Dispatch and Automation

Field Service Management

Drag-and-Drop Dispatch and Automation

Manage Technicians and Work Based on Location

Field Service Management

Manage Technicians and Work Based on Location

Ensure Inventory Availability for Jobs

Field Service Management

Ensure Inventory Availability for Jobs

Perform and Record Work Tasks in the Field

Field Service Management

Perform and Record Work Tasks in the Field

Gain Real-Time Insights With Reports and Dashboards

Field Service Management

Gain Real-Time Insights With Reports and Dashboards

Increase Productivity and Customer Satisfaction with Integrated Field Service

Integrated Field Service Management provides customers with end‑to‑end visibility from issue to resolution. You avoid business disruptions and improve asset utilization significantly with planned maintenance. Mobile‑enabled agents can quickly view and record information on the go to resolve issues faster. Analyze results to further increase efficiencies and raise service quality.

Optimize Scheduling

Simply drag‑and‑drop tasks to assign work to field service technicians using Central Dispatch

Track technicians’ geographic locations and assign work based on proximity, availability, and expertise

Use Dynamic Scheduling to assign work within your technicians’ available time windows

Use an SLA map to prioritize or re‑prioritize work tasks based on time to violation

Empower the Team

Create work orders seamlessly from cases or incidents so you can start resolving problems no matter where they occur or how they are reported

Give managers the ability to see all their team members’ planned activities with the Team Calendar

Enable Work From Anywhere

Use our mobile app to perform and record work tasks in the field

Accept or reject tasks, track travel and work time, and access schedule information on supported smartphones and tablets

Present questionnaires to collect required work information

Allow customers to acknowledge completed work with a signature on the mobile device

Ensure Inventory Availability

Take advantage of our Asset Management application to get a single repository for assets in stock as well as a standard inventory control process for both asset and field service processes

Source parts, reserve them for work tasks, and better schedule when work can be done

Man using ServiceNow on his mobile device

Gain Real-Time Insights

Easily customize available reports and dashboards for a current picture of utilization, capacity, the customers and locations requesting work, and key field service metrics

Integrate dashboards with our Cost Transparency application to track and better manage the costs of field services, including inventory and travel expenses

Manage Shadow IT