Field Service Management (FSM) Implementation

ServiceNow Field Service Management (FSM) helps companies efficiently manage location-based work tasks. Field Service Management Implementation focuses specifically on field service management applications and related functionality, most of which may be configured during an implementation using a low-code or no-code approach. Field Service Management Implementation provides practical skills to accelerate field service management implementations.

Module 1: Field Service Management Implementation Planning

Topics:

• FSM features, process, and data review
• Field service industry good practices
• FSM implementation good practices
• Process Integrations
• Foundation data planning

Labs:

• Lab 1.1 Prepare to Implement Field Service Management

Module 2: Implementing Field Service Processes

Topics:

• Validate Foundation Data
• Configure Field Service Process, Assignment, and Add-ons
• Configure Work Order Creation
• Configure Time Recording

Labs:

• Lab 2.1 Validate Foundation Data
• Lab 2.2a Configure Approval Workflow
• Lab 2.2b Field Service Configuration
• Lab 2.3a Configure Mandatory Skills
• Lab 2.3b Create a Work Order Template
• Lab 2.4 Create an Advanced Maintenance Plan
• Lab 2.5 Configure Advanced Time Recording

Module 3: Optimizing Inventory & Scheduling Operations

Topics:

• Scheduling and Dispatch Configurations
• Dynamic Scheduling Configuration
• Parts Sourcing and Transfer Process automation

Labs:

• Lab 3.1a Configure Central Dispatch
• Lab 3.1b Configure Dynamic Scheduling
• Lab 3.2 Automate Transfer Order Line Task Assignment using Flow Designer

Module 4: Implementing Field Service Mobile

Topics:

• Agent Mobile Application Overview
• Field Service Mobile Configurations
• Mobile Migration Considerations

Labs:

• Lab 4.1 Configure VIP Tasks Applet

Module 5: Implementing Related Processes

Topics:

• Customer Experience Configurations
• Appointment Booking Configuration
• Configure Targeted Communications
• Configure Field Service Knowledge Base and Contextual Search

Labs:

• Lab 5.1a Configure Appointment Booking
• Lab 5.1b Appointment Booking Advanced Availability Configuration
• Lab 5.2 Create a Targeted Communication and Notification
• Lab 5.3 Configure Contextual Knowledge for the Field Service Knowledge Base

The ServiceNow Field Service Management Implementation course is for Customers, Partners, and Employees who implement features, functions, and data associated with field service management.