ServiceNow Field Service Management supports you in effectively organizing your field service and aligning it with customer needs. With a centralized platform for scheduling, resource management, and task coordination, you can increase the efficiency of your field teams and create seamless service experiences for your customers. ServiceNow FSM optimizes workflows, improves first-time resolution rates, and enhances transparency in your field service processes. Click to view the datasheet for detailed information about the features and benefits of the ServiceNow FSM solution.
Field Service Management (FSM)
Optimize your field service processes and enhance customer satisfaction with ServiceNow’s field service management solution. It provides you with a centralized platform for transparent and efficient operations in the field.
Talk to an expertEfficient Field Service for Exceptional Customer Experiences
Field Service Management enables companies to centrally control and streamline their field service processes. The goal is to optimize technician deployment, resource management, and service order execution to ensure customer requests are handled quickly and reliably. FSM covers the entire coordination of field service tasks—from scheduling to on-site documentation.
With ServiceNow Field Service Management, companies can digitalize and optimize their field service processes. By connecting teams and workflows, it provides efficient service that meets customer requirements quickly and reliably. ServiceNow FSM helps automate scheduling, manage resources effectively, and equip field teams with the information they need for successful service delivery.
As part of the comprehensive ServiceNow platform, FSM seamlessly integrates with other ServiceNow modules like ITSM and CSM. This unified system covers all service processes and enhances collaboration between field service and other departments.
From needs assessment to implementation and ongoing support, ServiceNow FSM ensures that your field service processes run smoothly and that your teams receive the best possible support.
Comprehensive Field Service Management Features for Field Operations
With the extensive capabilities of ServiceNow FSM, you can adapt your field service processes to meet customer needs precisely. From scheduling and dispatching to resource utilization and seamless service execution, ServiceNow provides a powerful field service management solution that boosts efficiency, increases customer satisfaction, and scales flexibly with your business.
Now Assist for Field Service Management
Increase the productivity of your field service teams with generative AI capabilities on the ServiceNow FSM platform. These features automate daily tasks and enhance the efficiency of your field service management solution.
Field Service Marketplace
Collaborate seamlessly with contractors by managing work assignments quickly and selecting the best-suited partners—ideal for companies seeking a flexible and scalable field service software.
Schedule Optimization
Automate scheduling and dispatching with ServiceNow’s field service management software to maximize the productivity of your field technicians and reduce manual tasks.
Mobile Agent
Empower field technicians to manage tasks, locations, and inventory seamlessly on the go. Technicians can document their work directly in the app, and customers can review and confirm reports on-site.
Field Service Territory Planning
Plan and manage territories and technicians through a modern, configurable interface. This field service planning software helps distribute work intelligently, allocate resources efficiently, and cover territories precisely.
Site Mapping
The site mapping feature helps technicians quickly locate job sites and assets. With 2D site maps, they can easily find systems in hard-to-reach locations, optimizing preventive maintenance for entire sites.
Asset Management
Track locations, inventory, and the history of spare parts in a central repository. This field service management feature supports efficient organization of all resources.
Workforce Optimization
Gain real-time insights into schedules and employee performance to manage teams effectively. ServiceNow FSM provides all the tools needed for optimal field workforce management.
Dispatcher Workspace
ServiceNow simplifies coordination of field service tasks and employees with a central, configurable interface.
Field Service Contractor Management
Track and manage tasks assigned to external contractors and ensure seamless integration into your field service processes. This field service management solution provides a comprehensive overview.
Planned Maintenance
Automate maintenance schedules based on time and usage to prevent unplanned downtime. This software for field technicians helps you reliably adhere to regular maintenance schedules.
Capacity and Reservations Management
Organize work distribution between internal and external teams with this field service software to maximize capacity utilization and efficient resource planning.
Virtual Agent
Resolve issues efficiently with virtual agents available around the clock for customer inquiries. ServiceNow's field service management software significantly improves the availability of your field services.
Inventory Management
Ensure reliable material management by tracking and sourcing spare parts so technicians always have the necessary materials available.
Task Bundling
Bundle multiple tasks into a single work order to simplify scheduling and increase productivity. With ServiceNow’s field service software, you can optimize workflows and save valuable time.
Field Service Multi-Day Task Scheduling
ServiceNow FSM supports your field service planning for large projects: visualize long-term tasks over multiple days to keep complex projects structured and organized.
Equipment Scheduling
Organize the scheduling and allocation of specialized tools and equipment to ensure they are available at the right time and place.
Field Service Crew Operations
Coordinate technician teams with targeted team planning and task distribution. ServiceNow’s field service software is designed to meet the needs of field service management teams.
Continual Improvement Management
Initiate and track continuous improvements to boost service efficiency. This field service management software enables data-driven decisions for process optimization.
Predictive Intelligence
Utilize machine learning (ML) to receive proactive recommendations and continuously improve the efficiency of your field service processes.
Performance Analytics
Analyze trends and KPIs with interactive dashboards to make data-driven decisions, gaining valuable insights into your processes.
Process Mining
Enhance transparency and efficiency in your field service processes with process mining to drive continuous improvement.
Customer Portal and Real-time Status Tracking
With the ServiceNow FSM customer portal, customers can create tickets and track their status in real time. Integrated with fleet tracking, technician location data can also be shared with customers.
ServiceNow Field Service Management: Leading Platform for a Connected and Responsive Field Service
With ServiceNow as a central platform, field service organizations can improve customer service quality and employee efficiency. ServiceNow FSM enables companies to optimize workflows and reduce unnecessary complexity. By connecting field service with customer service on one platform, seamless and consistent service experiences are created.
Increased Efficiency in Field Service
ServiceNow FSM significantly boosts field service efficiency by coordinating workflows from planning to execution. Automated scheduling and targeted resource management reduce unnecessary travel times and maximize employee productivity, leading to faster resolution of service requests and lower operating costs.
Enhanced Customer Satisfaction through Proactive Service
Field Service Management enables companies to respond more proactively to customer needs. With territory planning and direct access to relevant customer information, field technicians can address service requests faster and improve the first-time resolution rate. Customers benefit from shorter wait times and higher-quality service.
Improved Transparency and Traceability
Field Service Management provides deep insights into all field service processes, from task assignment to execution. Real-time dashboards and performance analytics allow constant monitoring of job status and efficiency. This transparency facilitates future planning and identifies potential bottlenecks, enabling companies to respond quickly to changes.
Flexibility and Scalability through Integrations
ServiceNow FSM integrates seamlessly with other systems and third-party solutions, allowing companies to expand and adapt their field service flexibly. Whether additional contractors, IoT-enabled devices, or augmented reality tools, the FSM platform supports various partner solutions to keep field service innovative and future-ready.
Optimized Resource and Inventory Utilization
ServiceNow FSM offers intelligent resource and inventory management features. Real-time monitoring of spare parts and tools ensures that field technicians always have the necessary equipment, reducing downtime and enabling efficient job completion.
AI in Field Service: A Practical Guide to Boost Productivity
Plan maintenance proactively, deploy technicians more effectively, avoid unplanned downtime, and increase customer satisfaction—AI makes it all possible! Download the free E-Book from ServiceNow and discover how companies are using AI-powered Field Service Management to optimize their field service processes and create real value.
Do you have questions about Field Service Management?
Do you want to learn more about Field Service Management? Contact us for a no-obligation consultation and let our ServiceNow FSM experts show you how to optimize your field service and provide even better service to your customers.
Talk to an expert
Manuel Röttele
Senior Account Executive and Service Management Expert
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