Field Service Management helps manage work on location. It ensures that work orders are assigned to the right person using geolocation, skills, and availability. It allows you to use a distributed workforce and ensure that work orders are assigned to the right person, with the right inventory every time.
Avoid wasted trips, lost paperwork, communication breakdowns and business disruptions. Use Field Service Management to properly manage work, resolve issues faster, and deliver exceptional service.
- provide visibility into work requests through dashboards
- manage work load with process, inproving resource utilization and performance
- save time by automating work assignments instead of manually assigning staff responsbilities
- dispatch work to the right people with the right inventory, in the right location
- improve communications with employees, partners, and vendors
- address cost control and utilization projections
- report on services by tracking and reporting on KPIs
- lower expenses by implementing automated and streamlined processes
Part of Service Management
ServiceNow Field Service Management is part of the ServiceNow "Service Management" suite of applications.
Some of the products in this suite have similar functionality. If you are an expert at Field Service Management, you can usually learn the other similar apps very easily. They all use configuration pages, state flows, and can incorporate service catalog items.
Here are the applications in service management with similar underlying design:
- Field Service Management
- Facilities Service Management
- Legal Service Management
- Marketing Service Management
- Finance Service Management
ServiceNow Field Service Management has different features available depending on activated plugins:
QUALIFICATION AND DISPATCH
- Qualification Groups - A qualification group is a set of users who can provide technical information regarding the work to be performed to fulfill a work order or work order task.
- Central Dispatch Board -you can use Central Dispatch to view and assign scheduled work order tasks to available field service agents. The central dispatch board provides drag-and-drop capabilities to assign and dispatch tasks. It also provides search and filter capabilities, which enable dispatchers to focus on specific tasks and agents. Dispatchers can use the central dispatch board to evaluate task details, such as locations and required skills, and then match tasks to available agents. The location of the unassigned tasks and the assignment groups displayed on the central dispatch board are based on the dispatcher’s dispatch group.
- Dispatch Groups - A dispatch group is a set of users who can select an agent to complete a work order task.
- Assignment Groups - An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task.
- Auto-Assignment - The auto-assignment feature can be enabled for requests or tasks, depending on the configuration settings. The system uses these criteria to assign agents automatically
- Geolocation | The system uses geolocation to find available agents when auto-assigning a task.
- Skills | You can configure whether an agent's skills should be considered when auto-assigning a task.
- Availability | Auto-assignment considers an agent's existing schedule when auto-assigning additional tasks.
- Task windows | Auto-assignment attempts to schedule within any configured task windows. If a window cannot be scheduled for any available agents, auto-assignment fails.
- Task dependencies | Auto-assignment considers any upstream task dependencies when auto-assigning a task.
Geolocation might be the most important feature of Field Service Management. Mobile enabled agents can quickly view and record information on the go to resolve issues faster. You can also use geolocation for tracking, auto dispatch, and SLA-based mapping of tasks to optimize resolution time.
However it has some system requirements in order to use it.
- Activate Geolocation plugin. Activate the plugin so you can use geolocation.
- Google Maps API for Business license. Geolocation requires a Google Maps API for Business license to enable the use of Google driving time estimates and to use Google Maps.
- Enable attribute on user record. Geolocation adds the Geolocation tracked field to the User form. In the default view of a user record, select the Geolocation tracked check box to enable location tracking for the user.
- Mobile Device for field services. Install the mobile application to get the full benefit for your agents in the field.
Field Service Catalog
The field services catalog is a collection of 37 different catalog items in 8 different categories you can add to your existing service catalog or self service site. This a great way to get started building your own configured catalog.
Deliver an online, self‑service field services portal that provides 24x7 access to field information and services, minimizes dependence on institutional knowledge, and decreases the number of redundant or repetitive requests
Field Services Application
After a field services request is submitted via the Field Services Catalog, the Field Services application in ServiceNow is used to fulfill those requests.
Field Service Management uses state flows and workflow to automate the delivery process. This speeds service fulfillment, creates repeatable processes, and ensures the correct agent is assigned to complete the request.
The Field Service Management process (from the ServiceNow wiki)
- Create qualification, dispatch, and assignment groups. These groups are sets of users or agents, filtered by location, who can perform specific field service tasks.
- Establish service level agreement (SLAs).
- Activate the Field Service Management Geolocation Demo Data plugin (com.snc.work_management_geolocation.demo).
- Geolocation allows dispatchers to track agents with greater accuracy. Only users with the admin role can activate this plugin.
- Create and qualify work orders. Qualifying a work order is the process of checking that work order information is complete so work order tasks can be assigned.
- Organize work into tasks that need to be done to complete the work order.
- Source parts and dispatch work order tasks to agents based on criteria such as skills and location.
- Have agents execute the work order tasks assigned to them and track the task completion.
- Access and perform work order tasks from a mobile device.
- Agents can accept and reject tasks, track travel and work time, and access all the information they need about the work to be performed and assets to pick up.
Integrated into other ServiceNow Applications
- IT Service Management - create work orders directly from incidents.
- Customer Service - create work orders directly from cases
- Configuration Management - connected to the CMDB to track affected CI on work orders
Field Service Management has an entire process devoted to parts. Examples include parts sourcing, part requirements, and transfers.
Parts are important to the Work Order Tasks so that agents know what parts are needed for work or what parts to bring for a job.
They are are important to keep stockrooms full of the needed parts, and being able to pick up those parts.
Here is the ServiceNow Wiki on Parts: Part Requirements
Evaluate field services resource utilization and the volume and types of service requests with easily customized reports and dashboards
ServiceNow includes 1 dashboard and 5 reports to get you started. Dashboards and reports are easily created in ServiceNow to further tailor your field services efforts.
Here is an additional video on Service Management