Field Service Management Fundamentals

ServiceNow Field Service Management (FSM) makes integrated, proactive service possible. Create work order requests using a variety of methods, qualify work order requests to ensure all relevant information is captured before a field agent is dispatched, and use drag and drop to match tasks to field agents based on location, schedules, skills, and available inventory. Use the mobile user interface to perform task work on location, with or without an internet connection.

In this self-paced, on demand course, attendees master the usage of ServiceNow Field Service Management applications and modules. This course is designed for field service process users or fulfillers who will use the Field Service application and modules, as well as administrators or implementers responsible for configuring or maintaining the Field Service application and modules. A combination of process overviews, use cases, how-to steps, demonstration videos, and simulations helps attendees develop a holistic view of the core field service persona roles and responsibilities. 

The ServiceNow® Field Service Management (FSM) Fundamentals On Demand course is for Customers, Partners, and Employees who use features, functions, and data associated with Field Service Management.

An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities:

- Field Service Process User/Fulfiller
- Business Process Analyst/Consultant
- Field Service Application Administrator
- ServiceNow System Administrator

• Welcome to ServiceNow
• ServiceNow Administration Fundamentals
  • Instructor-Led, or
  • On Demand

• Define Field Service
• Identify the types of Field Service and the four Field Service models
• Identify Field Service Management process lifecycle phases and personas
• Create Work Order Requests
• Qualify Work Order Tasks
• Describe geolocation and its benefits when using ServiceNow Field Service Management
• Create and manage team schedules and skills
• Dispatch Work Order Tasks
• Update and close Work Order Tasks
• Summarize Field Service Reporting and Performance Analytics capabilities