Managing work tasks performed on location can be a challenge especially when it involves matching tasks to agents depending on various factors such as skills, geographic territory assignments and inventory. ServiceNow Field Service Management helps businesses navigate these challenges and overcome them with many helpful tools.
Asset Management
For organizations that manage and maintain inventory or spare parts, ServiceNow Field Services can be used to track the whereabouts of stock for inventory and parts in one location that is accessible to everyone who needs access to this information. This helps in managing inventory quickly and effectively by knowing the location of the closest inventory or replacement part, as well as its availability and history.
Dynamic Scheduling
Dynamic scheduling solves the pain points of assigning tasks to employees that are underqualified, out of location, or lacking the necessary tools. It ensures that you have the appropriate tools for every job and automatically schedules the individual who is most suited for the job.
Solve Customer Issues
Field technicians must respond quickly to issues that need their skills on-site. If you try to tackle complicated on-site problems with several, unrelated systems and little to no automation or visibility, the costs are considerable. The Field Service Management application resolves tasks faster as well as streamlines task workflows. Finding the root cause of issues and resolving them quickly with connected teams, processes, and systems is easy when using Field Service Management.
Centralized Dispatcher Workspace
Instead of using paperwork or spreadsheets and other manual methods to keep track of staff availability and whereabouts, field service supervisors and dispatchers can use the centralized Dispatcher Workspace to manage technicians’ proximity, availability, and skills to ensure they are appropriately assigned.
Mobile Experience
You can manage your field service jobs from anywhere using the Field Service Management mobile application. You can organize, carry out, and finish tasks even when you aren’t connected to the internet. The next time your device connects to the internet, the information will be synced automatically. The Field Service Management mobile application operates on the ServiceNow mobile platform.
Planned Maintenance
Every organization that works with equipment can use Planned Maintenance to cut down unplanned downtime of equipment and increase efficiency. Though not a Service Management application, the Planned Maintenance application works along with them to carry on regular preventive maintenance of assets. Work orders or requests for facilities are created by Planned Maintenance using maintenance plans as a trigger. These maintenance requests for equipment, cars, and just about any other kind of asset are detailed in these work orders and facility requests.
Machine Learning
ServiceNow Field Service Management uses machine learning to help agents solve problems by suggesting similar work order tasks and articles with similar subjects. For this, the Predictive Intelligence for Field Service Management plugin must be activated.
Contractor Management
Connecting, engaging, and collaborating with third-party contractors to outsource work order task can be managed efficiently with the ServiceNow Contractor Management application. Through the onboarding of contractor businesses and their workforce, including external managers and external agents, internal managers of your organization can outsource tasks using the Contractor Management application. Tasks related to work orders are given to the contracting company’s external manager. The assignment group values, such as the external group, and their coverage area, abilities, and product models, are dependent on how well a group meets the assignment criteria.
