FSM Overview
One platform for enterprise automation
Delight your customers and integrate people, processes, and technology for a seamless field service experience. Transform field service operations, reduce costs, and increase efficiency on the Now Platform®. Put AI to work for field service.
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Featured apps and capabilities for Field Service Management
Field Service Management groups key applications and capabilities into packages that can scale with you as your needs change.
Now Assist for Field Service Management
Accelerate productivity with generative AI experiences on the Now Platform.
Field Service Marketplace
Collaborate with contractors, manage work assignments quickly and only outsource work to the best fit.
Schedule Optimization
Automate scheduling to improve productivity across your field resources.
Mobile Agent
Make it easy for workers to manage tasks, locations, and inventory on the go.
Field Service Territory Planning
Manage field service tasks and technicians through a modern, configurable interface.
Asset Management
Track locations, stock, and history for inventory and parts in a single repository.
Workforce Optimization
Manage teams effectively with real-time visibility into agent scheduling and performance.
Dispatcher Workspace
Handle field service tasks and workers efficiently in a modern, configurable interface.
Field Service Contractor Management
Track and manage work assigned to third-party contractors.
Planned Maintenance
Schedule maintenance automatically based on time and usage to keep assets up and running.
Capacity and Reservations Management
Plan work distribution for your internal and external teams.
Virtual Agent
Resolve issues fast and scale your organization with intelligent chatbots.
Inventory Management
Source and track field service parts easily so technicians have what they need.
Task Bundling
Consolidate multiple work order tasks into a single bundle for scheduling.
Field Service Multi-Day Task Scheduling
Define, schedule, and visualize long cycle work effectively.
Equipment Scheduling
Simplify the task of scheduling specialized tools and equipment.
Field Service Crew Operations
Simplify the process of managing technician teams and complex work orders.
Continual Improvement Management
Initiate and track improvements to drive new levels of service efficiency.
Predictive Intelligence
Use machine learning to make recommendations and improve efficiency.
Performance Analytics
Analyze trends with KPIs, metrics, and dashboards for field service.
Process Mining
Improve outcomes by optimizing process flows to streamline work.
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Do more with Field Service Management
Combine Field Service Management with other products and apps to create a powerhouse customer experience platform. Reduce customer effort and improve your bottom line.
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Put AI to work for people
Empower your people with business-ready AI from ServiceNow. Our intelligent platform harnesses AI to put smart answers at your employees’ fingertips, letting you translate that intelligence into action.
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“With ServiceNow, I know precisely what is going on. We can respond to situations as they occur and get better information more rapidly, and that has a significant impact on our business.“
John Perry
Vice President of XDX Service Delivery Technology, Xerox
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Explore further
Dive into overview articles on a variety of topics related to Field Service Management.
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What is field service management?
What is preventive maintenance?
What is a field technician?
What are service technicians?
What is generative AI?
What is the difference between ServiceNow and Jira?
Benefits
Benefits
Put AI to work for field service to lower the cost to serve and increase revenue.
Empower technicians and agents with AI
Scale resources, upskill teams, and accelerate technician and agent productivity. Reduce manual effort and simplify processes.
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Optimize scheduling and dispatch
Automate work orders, improve work planning, and simplify crew management. Assign jobs to the right resources based on territories, priorities, and skills.
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Optimize operations and service delivery
Gain end-to-end visibility of work orders, tasks, and teams to maintain smooth operations, data accuracy, and consistent field service experiences. Reduce truck rolls and eliminate silos with unified field and customer service.
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Platform
Built on the Now Platform
Field Service Management draws from AI-powered platform capabilities, so you can streamline field service operations, enhance scheduling and dispatch, and empower technicians. Transform your business with a single, unifying platform for the enterprise.
One platform to make work flow
Now Platform® is the single cloud application platform all ServiceNow products run on. Automate, simplify, and connect work across the enterprise to move your business forward.
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Intelligent automation
Supercharge your workflows with machine learning and AI-powered experiences. Gain insights, identify trends, and make data actionable.
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Knowledge management
Promote self-service with a single source for knowledge across the organization. Provide consistent, proven resolutions to customers and employees so they can quickly access what they need.
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Process Mining
Enable fast, data-driven improvements with in-platform process mining. Enhance resources according to work requirements and demand.
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Security lives at the center of all we do
Data security is critical to your business. The Now Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe.
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Certified Integrations
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Analyze service data and create smart resolution repositories to identify optimal solutions, enhanced by generative AI.
Elevate your service experience with remote visual support and self-guided instructions for customers and service teams.
Remotely guide technicians on mobile with augmented reality and AI technology.
Deliver guidance to technicians and capture data from the field to enable productivity, efficiency, and compliance.
Users
Role-based apps for Field Service Management
Add continuous value to the business, no matter what hat you wear. Find cost reductions and efficiencies across your organization while you minimize efforts for your customers and employees.
Technicians
Use human-centric AI and intuitive mobile tools to reduce effort to resolve issues quickly. Improve technician productivity and service quality.
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Now Assist for Field Service Management
Improve your service quality and productivity with AI.
Mobile Agent
Resolve issues promptly and enhance your service quality with intuitive mobile tools.
Virtual Agent
Get flexibility to route issues to a chatbot automatically. Reduce call volumes and increase efficiency.
Dispatchers
Improve scheduling and dispatch with streamlined visibility into crews, operations, and capacities.
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Schedule Optimization
Automate scheduling and dispatching for short and long cycle work based on operational priorities.
Field Service Territory Planning
Allocate, organize, and manage territories to optimize resources and workload coverage.
Asset and Inventory Management
Manage and track field technician stock. Enable efficient part transfers with proactive notifications.
VP of Field Service
Unlock opportunities to optimize operational efficiency. Deliver exceptional customer service and drive strategic decisions to improve service operations.
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Workforce Optimization
Streamline workforce management for internal and third-party resources and crews to meet business needs.
Schedule Optimization
Automate scheduling to improve productivity and get work done in order, on time, and on budget.
Capacity and Reservations Management
Distribute work seamlessly with the ability to receive, assign, and track work in one place.
VP of Service Operations
Empower your service organization to deliver exceptional experiences to customers. Increase visibility into operations and improve overall field service efficiency with AI-driven process optimization.
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Workforce Optimization
Optimize schedules and tasks for work requirements and demand.
Schedule Optimization
Turn field service the next big differentiator for your organization.
Process Mining
Get a clear visualization of your team performance. Optimize process flows and streamline work.
Pricing
Choose a Package
Get the tools you need most with the Field Service Management package that meets your business needs and goals.
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Package options
Choose from one of three Field Service Management packages. Scroll down to see a sample of the apps and capabilities that make up each package.
Standard
Dispatcher Workspace
Dynamic Scheduling
Field Service Mobile
Asset Management
Planned Maintenance
Inventory Management
Cost Management
Field Service Contractor Management
Professional
Field Service Territory Planning
Capacity and Reservations Management
Field Service Crew Operations
Task Bundling
Multi-Day Task Scheduling
Continual Improvement Management
Performance Analytics
Predictive Intelligence
Virtual Agent
Schedule Optimization 1
Enterprise
Now Assist for Field Service Management 3
Process Mining
Workforce Optimization
Field Service Territory Planning
Capacity and Reservations Management
Field Service Crew Operations
Task Bundling
Multi-Day Task Scheduling
Continual Improvement Management
Performance Analytics
Predictive Intelligence
Virtual Agent
Schedule Optimization 1
1 Schedule Optimization is available as an add-on to the Professional Package for an additional cost.
2 Field Service Marketplace is available as an add-on to the Professional Package for an additional cost.
3 Now Assist is not included as part of the core package unless purchased in addition to the product.
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Use our interactive calculator to project the value your organization can achieve from a ServiceNow solution. Envision the solution’s impact and estimate potential savings you could realize for your company.
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Accelerate time to value
See how you can get Field Service Management up and running faster with one of our ServiceNow Impact packages. Our experts and services help you achieve business outcomes fast, boost team skills, and innovate quickly to meet the demands of today’s economic landscape.
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Resources
CTA Primary
CTA Secondary
Read Use Case Guide
Learn how field service organizations play a crucial role in shaping the overall service experience.
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Discover how providing exceptional field service experiences can set your business apart from the competition.
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The Now Platform® connects people, functions, and systems across your business. Check out the latest apps and capabilities.
Featured resources
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EBOOK
Driving success in field service with AI innovation
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Ebooks
A Proactive Approach to Field Service
5 Ways to Strengthen Customer Experience with AI
Analyst reports
Gartner Market Guide for Field Service Management
Customer Experience (CX) Trends Report
IDC 2023 SaaS CSAT Award for Field Service Management
What the industry experts are saying
Find out how Field Service Management can have a positive economic impact on your business.
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Look who’s winning with ServiceNow
See how other companies improve their field service experience through automation, AI, and more.
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Xerox innovates in field support, reducing costs and inefficiencies along with its environmental footprint.
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Scheidt & Bachmann excels in field service, achieving a 97% customer satisfaction score.
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NEC New Zealand transforms field service with connected experiences for customers and employees.
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Mabe strengthens after-sales service, improving the customer experience.
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Crown Castle achieves $1M in savings annually.
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WorldVue consolidates its customer service onto a single platform for frictionless experiences.
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Talk to an expert
Connect with us to put AI to work so you can modernize your field service with connected digital workflows.
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