ServiceNow Field Service Management (FSM) Implementation

In this two-day interactive course attendees gain the skills for the effective implementation of the ServiceNow Field Service Management application. This course is designed for Implementation Specialists responsible for set-up and configuration of the Field Service Management applications. A combination of lecture, group discussions, group activities, and lab work helps attendees develop skills to achieve the following:

• Validate foundational data
• Analyze and implement customer business requirements
• Use industry good practice for field service management implementation
• Discuss common field service management integration scenarios and good practices
• Set-up field service business and assignment configuration
• Configure work order form and mandatory skills
• Create advanced maintenance plans and maintenance schedules
• Configure central dispatch and dynamic scheduling
• Automate transfer order line task assignment using flow designer
• Configure appointment booking service
• Configure advanced time recording and time sheet policy
• Create a targeted communication
• Configure contextual knowledge for work orders and work order tasks
• Configure field service mobile application

1: Field Service Management Implementation Planning

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

Lab 1.1 Prepare to Implement Field Service Management

Module 2: Implementing Field Service Processes

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

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

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

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

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

Lab 4.1 Configure VIP Tasks Applet

Module 5: Implementing Related Processes

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

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