ServiceNow Field Service Management (FSM) transforms field operations from manual chaos to digital precision—putting AI, automation, and real-time data at the heart of every job. No more juggling spreadsheets, chasing paperwork, or guessing resource availability.
FSM delivers a single, AI-native platform that connects the enterprise to make field service faster, smarter, and more reliable.
Built for large-scale and complex field service organizations, FSM serves industries like telecom, healthcare, public sector, retail, and more. It’s designed for leaders who want efficient, predictable operations, empowered teams, and service experiences that build customer trust and loyalty.
Key capabilities
• FSM goes beyond basic scheduling. It enables proactive servicing by monitoring asset health, predicting failures, and triggering maintenance before breakdowns occur—minimizing downtime and protecting business continuity.
• Autonomous planning and dispatch automatically match the right technician, skills, and parts to every job, ensuring fast, accurate assignments.
• Technicians arrive prepared for any task with mobile access to step-by-step playbooks, AI-powered contextual job accelerators, and real-time updates, making first-visit resolution the norm.
• Generative AI accelerates work order completion, automates documentation, and creates knowledge articles instantly—freeing technicians to focus on solving customer problems instead of paperwork.
• Workforce scalability is built in, with seamless integration for third-party contractors, making it easy to recruit, onboard, and manage resources as demand shifts.
With FSM, dispatchers optimize schedules in seconds, technicians spend less time on admin and more time delivering results, and managers gain real-time visibility to drive continuous improvement.
Ready to finish every job faster, end repeat visits, and slash field service costs? ServiceNow FSM is how you get there.
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ServiceNow Field Service Management CommunityLanguages Supported
Arabic, Czech, German, Finnish, French, Hebrew, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Chinese (Simplified), Chinese (Traditional)
Product Description
ServiceNow Field Service Management brings together AI, data, and workflows on one platform to revolutionize field operations in delivery of industry-leading customer experiences:
Seamless service: Extend Field Service Management with ServiceNow’s CRM solution to integrate service, sales, and delivery on one unified platform. Enable customers to self-serve based on their preferences through personalized portals, booking tools, virtual agents, and omni-channel flexibility, all powered by AI.
Work planning and scheduling: Manage your territories efficiently with AI by visualizing and aligning resources to meet your business objectives and service demands. Automate scheduling and dispatching for both short- and long-cycle work, while streamlining project workflows to complete tasks on time and within budget.
Resource management: Optimize your workforce by balancing jobs across internal and external resources, maximizing utilization while meeting safety, compliance, and work requirements. Create crews instantly based on geography, skills, and availability while seamlessly integrating third-party contractors to support specialized or remote work.
Job execution: Equip your field teams with comprehensive job details, contextual knowledge, and guided mobile playbooks that execute workflows, provide personalized support, and allow for real-time work documentation. Simplify inventory management by facilitating part swaps and transfers in the field to maintain stock level integrity. Efficiently manage asset servicing from installations to repairs with maintenance plans based on time, cycles, and usage.
Data insights: Analyze operational KPIs and metrics with AI via advanced reporting and analytics dashboards. Visualize maintenance schedules and predict future resourcing needs, adjusting workforce capacity based on accurate forecasts. Assess and remove field service workflow bottlenecks with AI and machine learning to exceed customer expectations with every visit.
Overview by
Matthew O'Brien
