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Field Service Management

Field service is the face of your business. Providing efficient field service that boosts customer satisfaction requires overcoming obstacles such as diverse job skill requirements, lack of parts, travel scheduling, and meeting service level agreements.

 

ServiceNow® Field Service Management makes integrated, proactive service possible. Use drag‑and‑drop to match tasks to technician skills, and geographic assignments with current location and available inventory. Planned maintenance replaces reactive work. Integrate with Customer Service Management and IT Service Management to swiftly resolve problems and increase customer satisfaction.

Benefits

Solve customer issues on the first visit by empowering your technicians with a native mobile application

Connect field to office by giving customer service and IT visibility into field service activities

Avoid business disruptions by replacing reactive repairs that stop work with proactive scheduled maintenance

Application Highlights

Create work orders from cases or incidents

Integrate Field Service Management with Customer Service Management and IT Service Management

Create work orders from cases or incidents

View and schedule work dynamically

Optimize assignments within technicians’ available time windows

View and schedule work dynamically

Use drag-and-drop to automate dispatch

Assign work to technicians based on their proximity, availability, and the specific skills required

Use drag-and-drop to automate dispatch

Manage technicians and work based on location

Track field service technicians’ geographic locations and assign work based on proximity

Manage technicians and work based on location

Perform and record work tasks in the field

Accept or reject tasks, track travel and work time, and collect information and customers’ signatures on work orders

Perform and record work tasks in the field

Gain real-time insights with reports and dashboards

Use and customize reports and dashboards to see key field service details and metrics

Gain real-time insights with reports and dashboards

Feature Details

All
  • Work Orders Generated from Service Activities

    Easily generate work orders from service activities to speed issue resolution by integrating Customer Service Management or Incident Management (a part of IT Service Management).

  • Appointment Booking

    Define the work types eligible for self‑service appointments, and allow customers to choose an appointment window that indicates when their service will be fulfilled.

  • Dynamic Scheduling

    Use automation to optimize work assignments by assigning and prioritizing multiple tasks to different agents at the same time. Automatically unassign tasks to make room for a higher‑priority task, or reassign a task when a technician is unable to complete the task on time.

  • Central Dispatch

    Assign tasks to recommended technicians based on their proximity, availability, and specific skill set with the drag‑and‑drop visual dispatch feature.

  • Geo-Location

    Track field service technician locations and assign and reassign work based on proximity. Dispatchers can also use a color‑coded SLA map to prioritize or reprioritize tasks based on time to breach. The dispatch map shows open tasks, which helps dispatchers quickly identify impacted areas.

  • Inventory Management

    Consolidate inventory and parts management by leveraging the inventory management capabilities of ServiceNow Asset Management as a single repository for assets in stock and inventory control.

  • Mobile Application with Offline

    Let technicians accept or reject tasks, track travel and work time, access driving directions, check their schedules, and scan bar codes to quickly identify parts. Collect task details with questionnaires. Customers can acknowledge completed work with a signature on the mobile device. Perform work while offline.

  • Analytics and Dashboards

    Use and customize out‑of‑box reports and dashboards to gain a real‑time understanding of utilization, capacity, customers, and locations requesting work, and other metrics. Integrate with ServiceNow Financial Planning to track and manage the costs of field services.

Resources

Common Ways to Use Field Service Management With Our Products

Field Service Management + Customer Service Management

Great service is not just the responsibility of the customer service department. With Customer Service Management, connect customer service with field service and other departments to identify and resolve issues faster, reduce costs, and increase satisfaction.

Field Service Management + IT Service Management

Achieve end‑to‑end transformation for your IT services and infrastructure through a single cloud‑based platform. Consolidate fragmented tools and legacy systems while automating service management processes. Simple to configure and deploy; go live quickly while scaling to your business needs.

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