ServiceNow Field Service Management

ServiceNow Field Service Management

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ServiceNow Field Service Management


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What is ServiceNow Field Service Management?

ServiceNow Field Service Management, available standalone or as part of ServiceNow's Customer Service solution, groups key applications and capabilities into scalable packages that can grow as a business's needs change. These include dynamic scheduling, a dispatcher workspace, a mobile agent, asset…

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  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Product Details

What is ServiceNow Field Service Management?

The field service challenge

Service quality is becoming more critical as organizations work to differentiate themselves from the competition. That extends to field service, whether that involves sending a technician to install or fix an asset or scheduling an on-site worker, like an insurance adjuster or home health aide. Unfortunately, customer service or the help desk isn’t always aligned with field service workers, resulting in reactive service, multiple service visits, and increased costs.

Without a good connection to the customer and understanding of their assets and history, your mobile workforce may not be prepared with the right skills or parts for the task. Limited visibility can also lead to missed maintenance and costly, unplanned break-fix work. Customers are inconvenienced by multiple visits and feel they’re out of the loop. In addition, safety is a key concern for everyone, and it can be hard to document compliance with safety protocols or ensure workers have access to proper safety equipment.

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, and an inefficient use of time for customers and workers.

The ServiceNow solution

ServiceNow® Field Service Management helps manage location-based work efficiently and is designed to work seamlessly with ServiceNow® Customer Service Management and ServiceNow® IT Service Management to connect customer service and the help desk with field service processes, or it can be used stand-alone.

With Field Service Management the user can:

  • Complete work the first time by scheduling the most qualified worker for the task.
  • Manual or automated scheduling considers their skills, location, parts on hand, and availability.
  • Fix problems before your customers know they have them with preventive maintenance and asset management.
  • Improve mobile worker efficiency to meet service level agreements with a native mobile app for iOS or Android with work order information, directions, parts locations, knowledge base articles, and safety checklists.

ServiceNow Field Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo


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