Customer Service Management (CSM)
Resolve customer issues faster by connecting customer service teams, cases, and workflows across departments and systems.
Learn more about CSMField Service Management (FSM)
Understand how ServiceNow® Field Service Management helps organizations coordinate field operations, manage work orders, and deliver better service to customers.
As a pure-play ServiceNow Elite Partner, The Cloud People can help you understand how Field Service Management fits into your ServiceNow environment, connect field operations with customer service processes, and plan a practical approach to implementation.
What is Field Service Management?
Field service management (FSM) is the coordination of work carried out by technicians and other employees outside a central office or facility. This can include installations, inspections, repairs, and maintenance performed at customer locations or across distributed sites.
ServiceNow® Field Service Management provides capabilities on the ServiceNow platform to help organizations plan and coordinate field work. It connects work orders, technicians, schedules, locations, and relevant service information to support the delivery of field services.
How ServiceNow FSM works
ServiceNow FSM connects the processes involved in planning, assigning, and completing field work. Depending on the organization's products and configuration, teams can use it to:
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Manage work orders: Create, assign, and track jobs that need to be completed in the field.
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Schedule and dispatch technicians: Assign work based on availability, skills, location, and job requirements.
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Coordinate field resources: Give technicians access to relevant job details, customer information, and work instructions.
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Support mobile work: Enable field technicians to access and update work information while on site.
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Track service delivery: Monitor work progress and completion to improve operational visibility.
FSM can also connect with Customer Service Management (CSM), helping organizations coordinate field work that originates from a customer case or service request. This creates a link between the customer-facing service process and the work required to resolve an issue.
What should organizations consider when implementing ServiceNow FSM?
Organizations should first identify which field service processes they want to manage in ServiceNow, such as installations, repairs, inspections, or preventive maintenance. They should also consider how work orders are created, how technicians are assigned, and what information is needed to complete jobs successfully.
Other important considerations include technician skills and availability, scheduling requirements, geographic coverage, and access to customer and asset information. Organizations should also assess how FSM will connect with CSM and other existing ServiceNow workflows.
A clear understanding of these requirements helps define an implementation that reflects how field operations work in practice.
How The Cloud People can help with ServiceNow FSM
As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess your field service processes and identify how ServiceNow FSM could improve coordination, visibility, and service delivery.
We support organizations with advisory, implementation, and ongoing improvement. This includes reviewing work order processes, scheduling requirements, integrations, and how FSM connects with customer service and other ServiceNow capabilities.
Our aim is to help you make better use of ServiceNow to connect field operations with the wider customer service experience.
Learn more: Discover our solutions
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How does ServiceNow FSM work with Customer Service Management (CSM)?
CSM manages customer cases and service requests, while FSM supports the field work that may be required to resolve them. The two can work together so that a customer issue can lead to a field service work order, with relevant information shared between the processes.
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What types of field service work can ServiceNow FSM support?
ServiceNow FSM can support activities such as installations, repairs, inspections, and maintenance. The workflows can be configured to reflect the organization's services, resources, and operational requirements.
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Can field technicians use ServiceNow FSM on mobile devices?
Yes. ServiceNow provides mobile capabilities that allow field technicians to access assigned work, view relevant information, and update work orders while on site. The available functionality depends on the organization's setup.
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Want to improve your field service operations? Talk to The Cloud People about your field service processes, customer service goals, and ServiceNow environment. We’ll help you identify practical next steps for your organization.
