The document discusses the challenges of field service management and how ServiceNow's Field Service Management solution addresses these challenges. It summarizes that FSM helps companies efficiently manage location-based work tasks through features like online appointment booking, dynamic scheduling, visual dispatch, mobile interfaces for technicians, and customized reporting and dashboards to provide insights. It integrates with ServiceNow's customer service and IT service management solutions to connect customer service/helpdesk with field services processes.

1. ServiceNow Field
Service Management
The Field Service challenge
Companies offering products and services to their customers and
employees will often experience problems that require on-site
service from a technician. Limited insight into the equipment’s
operation or the lack of regular maintenance might be contributing
factors. Unfortunately, when customers have issues, customer
service or the helpdesk aren’t always aligned with field technicians,
resulting in multiple internal calls and emails. Additional service
delays occur when field service technicians don’t have the
appropriate skills or the right parts for the job. Customers or
employees become frustrated when promised fixes aren’t made
quickly and resort to more calls or emails to customer service or the
helpdesk. Meanwhile, management has little insight into field service
performance and how to improve productivity. The result is a poor
customer or employee experience, potential negative impact on
customer loyalty and company revenue, frustration by field service
and customer service teams alike, and a lack of overall field service
effectiveness.
The ServiceNow solution ServiceNow® Field Service Management
(FSM) helps companies efficiently manage location-based work tasks.
Customers can use online appointment booking to select the date and
time most convenient for them. Dynamic Scheduling optimizes the
assignment process, basing it upon skill, travel time, priority, and
technician’s available time. Visual Dispatch additionally allows
dispatchers to easily modify work assignments using drag-and-drop.
FSM works seamlessly with ServiceNow® Customer Service
Management and ServiceNow® IT Service Management to connect
customer service and the helpdesk with field service processes.
Technicians can use the mobile interface to quickly collect required
information, track the time spent on tasks, and record the customer’s
signature for acknowledgement of completed work. FSM also includes
the ability to plan maintenance, replacing costly and reactive break-fix
work with a more proactive approach. Insight into potential failure is
possible using ServiceNow® Operational Intelligence and leveraging IoT
(Internet of Things). Managers can easily customize reports and
dashboards to gain real-time insight into utilization, capacity, customers
and employees requesting work and their locations, and improvement
opportunities.
Create
DATA SHEET
1
ow Field Service Management
challenge
g products and services to their customers and employees will often
ms that require on-site service from a technician. Limited insight into
peration or the lack of regular maintenance might be contributing
ely, when customers have issues, customer service or the helpdesk
ed with field technicians, resulting in multiple internal calls and emails.
delays occur when field service technicians don’t have the
or the right parts for the job. Customers or employees become
omised fixes aren’t made quickly and resort to more calls or emails
e or the helpdesk. Meanwhile, management has little insight
erformance and how to improve productivity. The result is a poor
oyee experience, potential negative impact on customer loyalty and
frustration by field service and customer service teams alike, and a
d service effectiveness.
olution
Service Management (FSM) helps companies efficiently manage
ork tasks. Customers can use online appointment booking to
d time most convenient for them. Dynamic Scheduling optimizes
ocess, basing it upon skill, travel time, priority, and technician’s
ual Dispatch additionally allows dispatchers to easily modify work
drag-and-drop. FSM works seamlessly with ServiceNow®
Customer
ent and ServiceNow®
IT Service Management to connect customer
lpdesk with field service processes.
e the mobile interface to quickly collect required information, track
asks, and record the customer’s signature for acknowledgement of
SM also includes the ability to plan maintenance, replacing costly and
work with a more proactive approach. Insight into potential failure is
ceNow®
Operational Intelligence and leveraging IoT (Internet of Things).
sily customize reports and dashboards to gain real-time insight into
y, customers and employees requesting work and their locations,
opportunities.
Create work orders seamlessly
Integrate with ServiceNow
Customer Service Management
or Incident Management to
speed resolution of issues
Give customers control
Allow customers to self-schedule
appointments and view work
order status from a personalized
customer service portal
Plan assignments efficiently
Automate work assignment
to technicians, based on their
proximity, availability, and the
specific parts and skills required
Consolidate inventory and
parts management
Leverage the inventory
management capabilities of
ServiceNow®
Asset Management
as a single repository for assets
in stock and inventory control
Optimize field work with
mobile interface
Accept or reject tasks, track
travel and work time, use
Questionnaires to collect and
complete necessary task details,
and collect customer signatures
acknowledging work completion
Improve insights with reporting
and dashboards
Use and customize out-of-box
reports and dashboards to gain
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
d
Assign work interactively with Central Dispatch
ServiceNow Field Service Management
The Field Service challenge
Companies offering products and services to their customers and employees will often
experience problems that require on-site service from a technician. Limited insight into
the equipment’s operation or the lack of regular maintenance might be contributing
factors. Unfortunately, when customers have issues, customer service or the helpdesk
aren’t always aligned with field technicians, resulting in multiple internal calls and emails.
Additional service delays occur when field service technicians don’t have the
appropriate skills or the right parts for the job. Customers or employees become
frustrated when promised fixes aren’t made quickly and resort to more calls or emails
to customer service or the helpdesk. Meanwhile, management has little insight
into field service performance and how to improve productivity. The result is a poor
customer or employee experience, potential negative impact on customer loyalty and
company revenue, frustration by field service and customer service teams alike, and a
lack of overall field service effectiveness.
The ServiceNow solution
ServiceNow®
Field Service Management (FSM) helps companies efficiently manage
location-based work tasks. Customers can use online appointment booking to
select the date and time most convenient for them. Dynamic Scheduling optimizes
the assignment process, basing it upon skill, travel time, priority, and technician’s
available time. Visual Dispatch additionally allows dispatchers to easily modify work
assignments using drag-and-drop. FSM works seamlessly with ServiceNow®
Customer
Service Management and ServiceNow®
IT Service Management to connect customer
service and the helpdesk with field service processes.
Technicians can use the mobile interface to quickly collect required information, track
the time spent on tasks, and record the customer’s signature for acknowledgement of
completed work. FSM also includes the ability to plan maintenance, replacing costly and
reactive break-fix work with a more proactive approach. Insight into potential failure is
possible using ServiceNow®
Operational Intelligence and leveraging IoT (Internet of Things).
Managers can easily customize reports and dashboards to gain real-time insight into
utilization, capacity, customers and employees requesting work and their locations,
and improvement opportunities.
Create work orders seamle
Integrate with ServiceNow
Customer Service Manage
or Incident Management t
speed resolution of issues
Give customers control
Allow customers to self-sc
appointments and view w
order status from a person
customer service portal
Plan assignments efficientl
Automate work assignmen
to technicians, based on t
proximity, availability, and
specific parts and skills req
Consolidate inventory and
parts management
Leverage the inventory
management capabilities
ServiceNow®
Asset Manag
as a single repository for a
in stock and inventory con
Optimize field work with
mobile interface
Accept or reject tasks, trac
travel and work time, use
Questionnaires to collect a
complete necessary task d
and collect customer signa
acknowledging work comp
Improve insights with repor
and dashboards
Use and customize out-of-
reports and dashboards to
real-time understanding o
utilization, capacity, custo
and locations requesting w
and other metrics; integra
ServiceNow®
Financial Plan
to track and manage the
of field services
Perform and record
work tasks in the field
with mobile app
Assign work interactively with Central Dispatch
The Field Service challenge
Jade Global 2019 www.jadeglobal.com
Create work orders seamlessly
Integrate with ServiceNow Customer Service
Management or Incident Management to speed
resolution of issues
Allow customers to self-schedule appointments and
view work order status from a personalized customer
service portal
Automate work assignment to technicians, based on
their proximity, availability, and the specific parts and
skills required
Leverage the inventory management capabilities of
ServiceNow® Asset Management as a single
repository for assets in stock and inventory control
Accept or reject tasks, track travel and work time, use
Questionnaires to collect and complete necessary task
details, and collect customer signatures
acknowledging work completion
Use and customize out-of-box reports and dashboards
to gain 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
Give customers control
Plan assignments efficiently
Improve insights with reporting and dashboards
Optimize field work with mobile interface
Consolidate inventory and parts management

2. Jade Global 2019 www.jadeglobal.com
Make field service a part of your customer service and
helpdesk
Field service becomes necessary when a customer or employee
experiences a device, equipment, or service issue. FSM is
designed to integrate with both ServiceNow® Customer Service
Management and ServiceNow® Incident Management, ensuring
rapid resolution of incidents no matter where they occur or how
they are reported. FSM addresses work orders both simple and
complex, from a single task performed by an individual
technician to multiple tasks that can be most efficiently
completed in a particular sequence by a team. Task dependency
relationships can be defined such that one task cannot begin
until another task is completed.
Automate work with dynamic scheduling, drag-and-drop
visual dispatch, and geo-location
Easy, efficient scheduling is one of the greatest challenges
dispatchers face. ServiceNow FSM provides flexible means to
schedule and adapt on-the-fly. Dynamic Scheduling provides an
automated means to optimize works assignments. Using it,
dispatchers can:
• Assign multiple tasks to different agents at the same time, with
the ability to prioritize tasks while assigning
• Automatically un-assign alreadyassigned tasks to make room
for a higher priority task such that the assignment is optimized
• Automatically reassign a task when the technician is incapable
of completing the task on time
Offering an alternate means of scheduling, the visual dispatch
feature gives dispatchers drag-and-drop work assignment
capabilities, so they can assign tasks to technicians, based on
their proximity, availability, and the specific skills required to
complete them.
Dispatchers can see at-a-glance what times are available for
technicians and then drag-and-drop unassigned work onto
available times. Dispatchers can automatically select the ideal
field service technician and use auto-routing to determine the
optimal route for them to service multiple locations. Dispatchers
can also use geo-location tracking to know where field service
technicians are and assign and re-assign work based on
proximity. They can also use a color-coded SLA map to prioritize
or re-prioritize work tasks for field service technicians based on
time to breach. In addition, a dispatch map enables dispatchers
to view all open work tasks to understand work distribution and
to quickly identify impacted areas. Work tasks can easily be
assigned, and assignments can be changed directly from work
tasks shown on a map.
Manage available inventory and parts easily
Work tasks leverage the inventory management capability from
ServiceNow® Asset Management, so there is a single repository
for assets in stock and a standard inventory control process for
both asset and FSM processes.
art of your
helpdesk
necessary when
ee experiences
or service issue.
egrate with
tomer Service
viceNow®
Incident
g rapid resolution
where they occur
ed. FSM addresses
le and complex,
ormed by an
o multiple tasks
ently completed
ce by a team.
tionships can be
task cannot begin
mpleted.
ynamic
-drop visual
cation
ng is one of the
spatchers face.
des flexible means
t on-the-fly.
rovides an
optimize works
dispatchers can:
to different agents
h the ability to
ssigning
gn already-
ke room for a
ch that the
ed
n a task when the
e of completing
means of
dispatch feature
g-and-drop work
es, so they can
cians, based on
bility, and the
to complete them.
Dispatchers can see at-a-glance what
times are available for technicians and
then drag-and-drop unassigned work
onto available times. Dispatchers can
automatically select the ideal field
service technician and use auto-routing
to determine the optimal route for them
to service multiple locations.
Dispatchers can also use geo-location
tracking to know where field service
technicians are and assign and re-assign
work based on proximity. They can also
use a color-coded SLA map to prioritize
or re-prioritize work tasks for field service
technicians based on time to breach.
In addition, a dispatch map enables
dispatchers to view all open work tasks
to understand work distribution and
to quickly identify impacted areas.
Work tasks can easily be assigned, and
assignments can be changed directly
from work tasks shown on a map.
Manage available inventory
and parts easily
Work tasks leverage the inventory
management capability from
ServiceNow®
Asset Management, so
there is a single repository for assets
in stock and a standard inventory
control process for both asset and
FSM processes. Asset Management
features such as threshold-based stock
replenishment and procurement ensure
that parts are always available. Work
dispatchers can source parts, reserve
them for work tasks, and better schedule
when work can be done.
Mobile interface optimized
for technicians
Like all ServiceNow applications, FSM
includes a mobile interface. It is designed
for busy field service technicians to
quickly view and record information.
From their supported smartphones and
tablets, field service technicians can
accept or reject tasks, track travel and
work time, and access the information
they need about their schedules.
Questionnaires are available to collect
and complete necessary task details,
such as safety or work completion
checklists. When assignments are
complete, customers can acknowledge
the work with a signature on the
technician’s mobile device and receive
a work order summary by email.
Customized reporting and dashboards
Reports and dashboards can be easily
customized to gain real-time insight into
utilization, capacity, the customers and
locations requesting work, and other
key FSM metrics. A simple and flexible
reporting engine allows users to quickly
generate and save reports directly from
a list of records. Bar charts and pie charts
can be generated for visual analysis.
Custom dashboards of the gauges and
reports of the most important information
can also be created. These dashboards
can be integrated with ServiceNow®
Cost Management to track and better
manage the costs of field services,
including inventory and travel expenses
as well as profitability.
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countries. Other company and product names may be trademarks of the respective companies with which they are associated.
Manage technicians and work based on
location
Gain real-time insights with reports and
dashboards
Customized reporting and dashboards
Reports and dashboards can be easily customized to gain
real-time insight into utilization, capacity, the customers and
locations requesting work, and other key FSM metrics. A simple
and flexible reporting engine allows users to quickly generate and
save reports directly from a list of records. Bar charts and pie
charts can be generated for visual analysis. Custom dashboards
of the gauges and reports of the most important information can
also be created. These dashboards can be integrated with
ServiceNow® Cost Management to track and better manage the
costs of field services, including inventory and travel expenses as
well as profitability.
Mobile interface optimized for technicians
Like all ServiceNow applications, FSM includes a mobile
interface. It is designed for busy field service technicians to
quickly view and record information. From their supported
smartphones and tablets, field service technicians can accept or
reject tasks, track travel and
work time, and access the information they need about their
schedules. Questionnaires are available to collect and complete
necessary task details, such as safety or work completion
checklists. When assignments are complete, customers can
acknowledge the work with a signature on the technician’s
mobile device and receive a work order summary by email.
Asset Management features such as threshold-based stock
replenishment and procurement ensure that parts are always
available. Work dispatchers can source parts, reserve them for
work tasks, and better schedule when work can be done
Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and
managed services across diverse industries. We are headquartered in San Jose, California with U.S. offices in Philadelphia and Los Angeles. Jade Global is an Oracle
Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner, Dell Boomi Certified System Integrator Partner and Microsoft Gold partner. We have
additional strategic partnerships with NetSuite and Zuora. Jade has been recognized as one of the fastest-growing companies in North America by Inc. 5000 and was
featured on the Fastest Growing Private Companies list in the Silicon Valley Business Journal.