Field Service Management (FSM) Fundamentals

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.

In this 2‑day interactive course attendees master the usage of the ServiceNow Field Service Management application. This course is designed for Administrator’s responsible for managing the Field Service Management application. A combination of lecture, group discussions, and lab work helps attendees develop a holistic view of all roles and responsibilities and achieve the following:

• Gain an understanding of the Field Service Management process, application, and architecture
• Manage and create Field Service Work Orders, Work Order Tasks, and Work Order Templates
• Create Maintenance Plans and Maintenance Schedules
• Manage Parts Requirements and Parts Sourcing
• Use other key process applications including Knowledge Base, Service Portal, and Service Catalog
• Understand Geolocation, Work Locations, Territories, Geolocation tracking, and Route Optimization
• Administer Central Dispatch to manage agents and tasks
• Optimize Task assignment using Dynamic Scheduling
• Field Service Flows
• Use Mobile features to manage Tasks in the field, questionnaires, report time, and complete sign‑off
• Use Time Sheet Portal to manage Time Sheets
• Create a Performance Analytics Dashboard

This course is designed for functional administrators who are responsible for managing Field Service Management application.

Following the FSM Fundamentals and Implementation courses, ServiceNow recommends that attendees have at least two to three months of hands‑on experiences with ServiceNow before attempting the Certification Exam.

Further details regarding this exam, including an exam blueprint, can be found on the ServiceNow Certified Implementation Specialist page. Successful candidates will be awarded a ServiceNow Certified Implementation Specialist ‑ FSM certificate.

• ServiceNow Fundamentals
• Optional: Customer Service Management Fundamentals (recommended if using CSM and FSM together)

ServiceNow recommends that attendees have three to six months of hands‑on experience with the ServiceNow Platform and specifically involved in one or two Field Services implementation projects before attempting the Certification Exam.

Further details regarding this exam, including an exam blueprint, can be found on the Certified Implementation Specialist Exams page. Successful candidates will be awarded a “ServiceNow Certified Implementation ‑ FSM” certificate.

• Two days (8:30am – 5pm) (includes 1 hour lunch break)

To view all available courses click here to view the Course Schedule.

To register for class:

• Customers can use the follow link to access the Learning Portal http://servicenow.sabacloud.com/
• Customers with OKTA/SSO login can access the Learning Portal directly to Self Register
• Customers with no account can easily create an account
• Cancellation and rescheduling policies apply (see Terms and Conditions)

Onsite training is available, with a minimum of 5 students, through ServiceNow. The pricing is not per student but a flat fee for up to 16 participants. Please contact us attraining@servicenow.com for more information and pricing details. Onsite training may also be available through ServiceNow’s Authorized Training Partners.

NOTE: Interested individuals or organizations that are NOT currently working with ServiceNow are welcome to attend the course. Just send an email to training@servicenow.com with contact info (name, company, phone, email) and the course(s)/date(s). A ServiceNow training coordinator will respond within 24‑48 hrs to request credit card information and confirm course registration.

Email: training@servicenow.com

View the Terms and Conditions