Field Service Management ServiceNow
CIS
What is Field Service? - answer1. Any work requiring a field agent to fulfill a request on
location
2. Planning and delivery of services by a provider on location
3. Installation, repair, or regular maintenance of equipment and other assets
Why Use FSM over ITSM? - answer1. Designed for work done offsite
2. Coordinate many field agents, in many locations
3. Parts requirements
4. Auto-scheduled maintenance/Dynamic Scheduling
5. Mobile geolocation task management and reporting
Why use Work Orders and Work Order Templates? - answer Organize work into tasks
and simplify parts planning
Why use Scheduled Maintenance? - answer Manage preventive maintenance of
customer assets. Automate creation of work orders based on triggers to
eliminate/reduce asset downtime
Why use Central Dispatch? - answerAutomate dispatch of tasks based on proximity,
availability, and skill-set
Why use Appointment Booking? - answerSelf-Service appointments for customers
Why use Geolocation? - answerManage field agents and work based on location
Why use Inventory Management? - answerParts requirements and sourcing in a single
repository for assets in stock and inventory control
Why use Mobile Application? - answer1. Allows field agents to manage tasks, track
travel and work time, and check schedules.
2. Report work details with questionnaires and enable customer acknowledgement of
completed work with signature pad on mobile devices.
Why use Reporting and Performance Analytics? - answerGain real time understanding
of metrics (mean-time between failure, mean-time to repair) and optimize Field Service
KPIs.
What are Company Assets? - answerA company with multiple campuses/office
locations maintaining its own assets
,Ex: Bank ATMs, Retail Chain Stores
What are Customer Assets? - answerA company providing deployment services, or
after sales services to its customers.
Ex: Equipment manufactures, maintenance service providers
What is an Internal Field Service? - answerEquipment or asset owned or operated by
the organization providing the service.
An example for internal field service is a company with multiple locations maintaining its
own assets, e.g. on-demand dog walking, mobile security alarm response, and debt
collection agencies
What is an External Field Service? - answerService provided for a customer, possibly
for an equipment or asset owned by the customer.
Ex: Equipment manufacturers, maintenance service providers
What are the Field Service Models? - answer1. Reactive
2. Planned
3. Projects
4. Predictive
What are Field Service Management Solution Benefits? - answerImprove Profits
through efficient agents
Meet SLAs
Capture inventory costs based on use and repairs
Increase productivity through inspection of assets before they break
Increase asset uptime via proactive maintenance of equip.
Recovery and reallocation of under utilized assets
Increase customer satisfaction scores
What are the Field Service Management processes? - answerWork order and Task
creation
Parts Requirement
Work Assignment
Scheduling
Dispatch
Completion
Reporting of tasks
Activating Field Service Management plug also activates ________. - answerRelated
Plugins:
Service Management core
, Agent Schedule
Appointment Booking
Central Dispatch
Dynamic Scheduling
Special Handling Notes
Questionnaire
Signature Pad
Mobile
How to add FSM to CMS portal? - answerActivate plugins:
CMS User Interface - Service Management Core
Field Service Management CMS Portal
How to activate FSM mobile application? - answerActivate FSM Mobile plugin
Role for Manager? - answerwm_manager
Role for Qualifier? - answerwm_qualifier
Role for Dispatcher? - answerwm_dispatcher
Role for Field Agent? - answerwm_agent
What does the manager do? - answerReviews reports, metrics, and team performance
What does the Qualifier do? - answerReviews and refines work to be done
What does the Dispatcher do? - answerSchedules appointments and assigns tasks to
agents
What does the Field Agent do? - answerPerforms work onsite and reports status
What does the Process owner do? - answerOwn and maintain the process. Typically a
Senior Manager
Users with what roles can create Work Orders? - answerwm_initiator
wm_initiator_qualifier
Data import best practice? - answerClean up data going in rather than cleaning up bad
data later
Process lifecycle? - answerTask driven
Dependency for task driven lifecycle, approval, and qualification? - answerEnable state
flows
CIS
What is Field Service? - answer1. Any work requiring a field agent to fulfill a request on
location
2. Planning and delivery of services by a provider on location
3. Installation, repair, or regular maintenance of equipment and other assets
Why Use FSM over ITSM? - answer1. Designed for work done offsite
2. Coordinate many field agents, in many locations
3. Parts requirements
4. Auto-scheduled maintenance/Dynamic Scheduling
5. Mobile geolocation task management and reporting
Why use Work Orders and Work Order Templates? - answer Organize work into tasks
and simplify parts planning
Why use Scheduled Maintenance? - answer Manage preventive maintenance of
customer assets. Automate creation of work orders based on triggers to
eliminate/reduce asset downtime
Why use Central Dispatch? - answerAutomate dispatch of tasks based on proximity,
availability, and skill-set
Why use Appointment Booking? - answerSelf-Service appointments for customers
Why use Geolocation? - answerManage field agents and work based on location
Why use Inventory Management? - answerParts requirements and sourcing in a single
repository for assets in stock and inventory control
Why use Mobile Application? - answer1. Allows field agents to manage tasks, track
travel and work time, and check schedules.
2. Report work details with questionnaires and enable customer acknowledgement of
completed work with signature pad on mobile devices.
Why use Reporting and Performance Analytics? - answerGain real time understanding
of metrics (mean-time between failure, mean-time to repair) and optimize Field Service
KPIs.
What are Company Assets? - answerA company with multiple campuses/office
locations maintaining its own assets
,Ex: Bank ATMs, Retail Chain Stores
What are Customer Assets? - answerA company providing deployment services, or
after sales services to its customers.
Ex: Equipment manufactures, maintenance service providers
What is an Internal Field Service? - answerEquipment or asset owned or operated by
the organization providing the service.
An example for internal field service is a company with multiple locations maintaining its
own assets, e.g. on-demand dog walking, mobile security alarm response, and debt
collection agencies
What is an External Field Service? - answerService provided for a customer, possibly
for an equipment or asset owned by the customer.
Ex: Equipment manufacturers, maintenance service providers
What are the Field Service Models? - answer1. Reactive
2. Planned
3. Projects
4. Predictive
What are Field Service Management Solution Benefits? - answerImprove Profits
through efficient agents
Meet SLAs
Capture inventory costs based on use and repairs
Increase productivity through inspection of assets before they break
Increase asset uptime via proactive maintenance of equip.
Recovery and reallocation of under utilized assets
Increase customer satisfaction scores
What are the Field Service Management processes? - answerWork order and Task
creation
Parts Requirement
Work Assignment
Scheduling
Dispatch
Completion
Reporting of tasks
Activating Field Service Management plug also activates ________. - answerRelated
Plugins:
Service Management core
, Agent Schedule
Appointment Booking
Central Dispatch
Dynamic Scheduling
Special Handling Notes
Questionnaire
Signature Pad
Mobile
How to add FSM to CMS portal? - answerActivate plugins:
CMS User Interface - Service Management Core
Field Service Management CMS Portal
How to activate FSM mobile application? - answerActivate FSM Mobile plugin
Role for Manager? - answerwm_manager
Role for Qualifier? - answerwm_qualifier
Role for Dispatcher? - answerwm_dispatcher
Role for Field Agent? - answerwm_agent
What does the manager do? - answerReviews reports, metrics, and team performance
What does the Qualifier do? - answerReviews and refines work to be done
What does the Dispatcher do? - answerSchedules appointments and assigns tasks to
agents
What does the Field Agent do? - answerPerforms work onsite and reports status
What does the Process owner do? - answerOwn and maintain the process. Typically a
Senior Manager
Users with what roles can create Work Orders? - answerwm_initiator
wm_initiator_qualifier
Data import best practice? - answerClean up data going in rather than cleaning up bad
data later
Process lifecycle? - answerTask driven
Dependency for task driven lifecycle, approval, and qualification? - answerEnable state
flows
