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Field Service Management (FSM) Fundamentals

Learn how ServiceNow Field Service Management (FSM) makes integrated and proactive service possible.

Providing efficient field service that boosts customer satisfaction requires overcoming obstacles such as diverse job skill requirements, lack of parts, travel scheduling, and meeting service level agreements.

ServiceNow Field Service Management (FSM) makes integrated and proactive service possible. Use drag-and-drop to match tasks to technician skills, and geographic assignments with current location and available inventory. Planned maintenance replaces reactive work. Integrate with Customer Service Management and IT Service Management to swiftly resolve problems and increase customer satisfaction.

GK# 821235
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Who Should Attend?

The ServiceNow Field Service Management course is for Customers, Partners, and Employees who administer 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 Manager or Dispatcher
  • Field Service Application Administrator
  • ServiceNow System Administrator

What You'll Learn

In this 2-day interactive course, attendees gain the skills for the effective usage of the ServiceNow Field Service Management application. This course is designed for administrators responsible for managing the Field Service application(s). A combination of lecture, group discussions, lab work, and simulated environment helps attendees develop a holistic view of personas, roles, and responsibilities to achieve the following:

  • Gain an understanding of the field service management process, application, and architecture
  • Manage and create field service work orders and work order templates
  • Create a questionnaire
  • Create maintenance plans and maintenance schedules
  • Manage parts requirements and parts sourcing
  • Use other key process applications including knowledge base, service portal, and service catalog
  • Understand geolocation, locations, territories, geolocation tracking, map pages, and route optimization
  • Administer central dispatch to manage agents and tasks
  • Optimize task assignment using dynamic scheduling
  • Build a field service flow using flow designer
  • Use mobile features to manage tasks in the field, complete questionnaires, report time, and obtain customer sign-off
  • Use the time sheet portal to manage time sheets
  • Create and schedule a report
  • Create a performance analytics dashboard for field service management

Course Outline

Module 1: Field Service Management (FSM) Overview


  • Field Service Definition, Use Cases, and Models
  • Field Service Management Solution on the ServiceNow Platform
  • Field Service Plugins, Terminology, and Personas
  • Field Service Management Process and Objectives


  • Lab 1.1: Explore the Group Management Module
  • Lab 1.2: Explore the Work Order Module
  • Lab 1.3: Use Guided Setup

Module 2: Work Order Management


  • Work Order Creation
  • Work Order Templates
  • Work Order Questionnaires
  • Work Order States and Process flow
  • Maintenance Plans
  • Parts Requirements and Parts Sourcing
  • Work Order Qualification


  • Lab 2.1: Create and Use a Work Order Template
  • Lab 2.2: Create a Questionnaire
  • Lab 2.3: Create and Use a Maintenance Plan
  • Lab 2.4: Parts Sourcing and Transfer
  • Lab 2.5: Create a Work Order Flow using Flow Designer

Module 3: Scheduling and Dispatch


  • Scheduling
  • Dispatch Methods
  • Dispatch Management
  • Team Management


  • Lab 3.1: Dispatch a Work Order Task using Central Dispatch
  • Lab 3.2: Dynamic Scheduling
  • Lab 3.3: Configure Map Page
  • Lab 3.4: Appointment Booking

Module 4: Field Agent Activities


  • Work Resolution
  • Review and Perform Tasks
  • Closure and Resolution
  • Time Reporting


  • Lab 4.1: Agent Onsite Operations (Desktop)
  • Lab 4.2: Time Sheets and the Time Sheet Portal

Module 5: Managing Work Delivery


  • Performance Management and Key Performance Indicators (KPIs)
  • Overview of Reporting and Performance Analytics (PA)
  • Data Collection Process
  • Widgets and Dashboards


  • Lab 5.1: Create and Schedule a Report
  • Lab 5.2: [Optional] Performance Analytics for Field Service Management


Follow-On Courses