EXPLORE
Field Service Management (FSM) refers to the coordination and optimization of a company's resources employed at or en route to client locations, rather than on company property. This includes managing tasks such as scheduling and dispatching workers, tracking labor, and handling invoicing. FSM is essential for industries that rely on mobile workers, such as telecommunications, healthcare, utilities, and manufacturing.
ServiceNow Field Service Management is a cloud-based solution designed to streamline and enhance field service operations. It connects teams, processes, and systems on a single platform, enabling organizations to manage work orders, schedule and dispatch tasks efficiently, and monitor field service activities in real-time. Key features include automated technician scheduling, real-time visibility into field operations, and integration with other ServiceNow modules like IT Service Management (ITSM) and Customer Service Management (CSM). By leveraging ServiceNow FSM, companies can reduce operational costs, improve service quality, and increase customer satisfaction.
Field Service Management (FSM) is essential for companies with mobile workforces performing on-site services, such as maintenance or repairs. Implementing FSM enhances operational efficiency, reduces costs, and improves customer satisfaction by streamlining scheduling, dispatching, and real-time tracking of field activities.
Improved Efficiency, Cost Savings, Enhanced Customer Satisfaction, Real-Time Data Collection, Regulatory Compliance and more!
Work Order Management is a systematic approach to organizing and controlling maintenance tasks from initiation to completion. It encompasses creating work orders, assigning tasks to appropriate personnel, scheduling, tracking progress, and documenting outcomes. This process ensures efficient task execution, reduces downtime, and maintains operational integrity. By streamlining workflows and enhancing communication, effective work order management contributes to improved productivity and service quality within an organization.
Dispatching and Scheduling are essential in field service management, ensuring timely assignment of tasks to appropriate technicians. ServiceNow's Field Service Management integrates these processes through the Dispatcher Workspace, offering a centralized interface for efficient task allocation and real-time tracking. Features like Dynamic Scheduling automate task assignments based on predefined criteria, optimizing resource utilization and enhancing service delivery.
Asset and Inventory Management within ServiceNow's Field Service Management (FSM) streamlines the tracking and control of assets and inventory throughout their lifecycle. It ensures that field technicians have timely access to necessary parts and equipment, optimizing resource utilization and minimizing service delays. By integrating asset data with field operations, organizations can enhance maintenance planning, reduce operational costs, and improve service efficiency.
Contractor Management within ServiceNow's Field Service Management (FSM) streamlines the process of outsourcing tasks to third-party service providers. It enables organizations to onboard contractor companies, assign work orders, and monitor performance through a unified platform. Contractors gain access to a dedicated portal and mobile application, allowing them to manage assigned tasks efficiently. This integration enhances operational visibility, ensures consistent service quality, and fosters effective collaboration between internal teams and external contractors.
Field Service Territory Planning in ServiceNow's Field Service Management (FSM) enables organizations to define, visualize, and manage service territories effectively. By creating territories based on geographical regions, businesses can optimize work order assignments, reduce travel time for field technicians, and enhance overall service efficiency. This strategic planning ensures that tasks are allocated to the most suitable personnel within specific areas, leading to improved resource utilization and customer satisfaction.
Crew Operations within ServiceNow's Field Service Management (FSM) enables organizations to efficiently manage tasks requiring collaborative efforts by assigning a consistent set of resources, or crews, to such tasks. This functionality allows dispatchers and managers to create and configure crews, manage their members, assign necessary skills and locations, and link them to assignment groups. By utilizing Crew Operations, businesses can optimize task assignments, enhance dispatcher productivity, and ensure that complex work is handled effectively by the appropriate teams.