Field Service Management (FSM) Reduce field service costs while increasing efficiency. Streamline field service operations, optimize scheduling and dispatch, and accelerate technician productivity with AI. Watch Demo Get Data Sheet
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FSM Overview
One platform for enterprise automation Delight your customers and integrate people, processes, and technology for a seamless field service experience. Transform field service operations, reduce costs, and increase efficiency on the ServiceNow AI Platform. Put AI to work for field service.  Get Ebook  Explore Platform
Featured apps and capabilities for Field Service Management Field Service Management groups key applications and capabilities into packages that can scale with you as your needs change. Now Assist for Field Service Management Accelerate productivity with generative AI experiences on the ServiceNow AI Platform. Field Service Marketplace Collaborate with contractors, manage work assignments quickly and only outsource work to the best fit. Schedule Optimization  Automate scheduling to improve productivity across your field resources. Mobile Agent Make it easy for workers to manage tasks, locations, and inventory on the go. Field Service Territory Planning Manage field service tasks and technicians through a modern, configurable interface. Asset Management 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 efficiently 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 and scale your organization with intelligent chatbots. Inventory Management Source and track field service parts easily so technicians have what they need. Task Bundling Consolidate multiple work order tasks into a single bundle for scheduling. Field Service 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 Simplify the process of managing technician teams and complex work orders. Continual Improvement Management Initiate and track improvements to drive new levels of service efficiency. Predictive Intelligence Use machine learning to make recommendations and improve efficiency. Performance Analytics Analyze trends with KPIs, metrics, and dashboards for field service. Process Mining Improve outcomes by optimizing process flows to streamline work. Load More
Make Field Service Management part of your CRM Service, sell, and fulfill on a single AI platform. Deliver seamless experiences, boost technician productivity, and grow revenue.  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
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Explore further Dive into overview articles on a variety of topics related to Field Service Management. Learn About ServiceNow See All Articles What is field service management? What is preventive maintenance? What is a field technician? What are service technicians? What is generative AI? What is the difference between ServiceNow and Jira?
Benefits
Benefits Modernize your field service by connecting digital workflows with FSM.
Empower dispatchers and technicians Use AI to scale resources, upskill teams, and free up productivity time for your workforce. Reduce manual effort and simplify processes. Get Ebook
Optimize scheduling and dispatch Automate work orders, improve work planning, and simplify crew management. Assign jobs to the right resources based on territories, priorities, and skills. Get Data Sheet
Streamline operations and service delivery Gain end-to-end visibility of work orders, tasks, and teams to maintain smooth operations, data accuracy, and consistent field service experiences. Reduce truck rolls and eliminate silos with unified field and customer service. Explore Solution
Platform
Built on the ServiceNow AI Platform Field Service Management draws from 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 ServiceNow AI Platform is the single cloud application platform all ServiceNow products run on. Automate, simplify, and connect work across the enterprise to move your business forward. Explore Platform Watch Video (1:28)
Intelligent automation Supercharge your workflows with machine learning and AI-powered experiences. Gain insights, identify trends, and make data actionable. Explore AI
Knowledge management Promote self-service with a single source for knowledge across the organization. Provide consistent, proven resolutions to customers and employees so they can quickly access what they need. View Capability
Process Mining Enable fast, data-driven improvements with in-platform process mining. Enhance resources according to work requirements and demand. Find Out How
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. We also help you adhere to regulatory compliance to keep sensitive data safe. Find Out How Get Ebook
Certified Integrations 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. Remotely guide technicians 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 Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organization while you minimize efforts for your customers and employees.
VP of Field Service Unlock opportunities to optimize operational efficiency. Deliver exceptional customer service and drive strategic decisions to improve service operations.
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 in order, on time, and on budget. Planned Maintenance Make managing your maintenance work much easier for both your team and your customers.
VP of Service Operations Empower your service organization to deliver exceptional experiences to customers. Increase visibility into operations and improve overall field service efficiency with AI-driven process optimization.
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.
Dispatchers Improve scheduling and dispatch with streamlined 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.
Technicians Use human-centric AI and intuitive mobile tools to reduce effort to 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 with intuitive mobile tools. Virtual Agent Get flexibility to route issues to a chatbot automatically. Reduce call volumes and increase efficiency.
Plans and Packages
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What You Get Field Service Management 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 Field Service Management package that meets your business needs. Scroll down to see a sample of the features in each package.   
Standard Dispatcher Workspace  Dynamic Scheduling  Field Service Mobile Asset Management  Planned Maintenance  Inventory Management  Cost Management Field Service Contractor Management
Professional 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
Enterprise 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 Professional Package for an additional cost. 
3 Now Assist is not included as part of the core package unless purchased in addition to the product. 
 Look who’s winning with ServiceNow
Key features for Field Service Management Now Assist for Field Service Management Accelerate productivity with generative AI experiences on the ServiceNow AI Platform.  Field Service Marketplace Collaborate with contractors, manage work assignments quickly and only outsource work to the best fit.  Schedule Optimization Automate scheduling to improve productivity across your field resources. 
Get results quickly ServiceNow Impact Increase adoption, optimize platform health, and see value faster. Try our AI- and human-powered product. Support Find support wherever you are. Search our exhaustive knowledge database for solutions to common issues, best practices, and more.   Expert services Get a team of experts to support your implementation, improve your instance health, or anything in between.   Training and certification Turn knowledge into measurable outcomes when you train with us. Boost your career with a globally recognized ServiceNow certification.   Partners Add more value with the right ServiceNow partner who has expertise tailored to your business needs. Community Connect, share, learn, and collaborate with over 600,000 like-minded individuals in the ServiceNow user community.   Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release.  
Resources
Read Use Case Guide Learn how field service organizations play a crucial role in shaping the overall service experience. 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
EBOOK Driving success in field service with AI innovation Get Ebook
Ebooks A Proactive Approach to Field Service Field service management for dummies guide Analyst reports Gartner Market Guide for Field Service Management Customer Experience (CX) Trends Report IDC 2023 SaaS CSAT Award for Field Service Management ISG Buyers Guide™ for Field Service Management
What the industry experts are saying Find out how Field Service Management can have a positive economic impact on your business. Get Forrester Study
Look who’s winning with ServiceNow See how other companies improve their field service experience through automation, AI, and more. View All Stories Xerox innovates in field support, reducing costs and inefficiencies along with its environmental footprint. Read Case Study Scheidt & Bachmann excels in field service, achieving a 97% customer satisfaction score. Read Case Study NEC New Zealand transforms field service with connected experiences for customers and employees. Read Case Study Mabe strengthens after-sales service, improving the customer experience. Read Case Study Crown Castle achieves $1M in savings annually. Read Case Study WorldVue consolidates its customer service onto a single platform for frictionless experiences. Read Case Study
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