ServiceNow Field Service Management Implementation (FSMI)

What you’ll learn

Upon completion of this course, students will be able to:

• Evaluate understanding of core FSM concepts

• Distinguish between ServiceNow maturity levels

• Recognise key stakeholders, resources, and success factors for implementation

• Examine application setup procedures

• Explore foundational data, relationships, and interactions in ServiceNow

• Configure territories based on business needs and geographic data

• Understand the role of geolocation in field service operations

• Manage agent skills, schedules, events, and tasks using Workforce Application and Manager Workspace

• Configure skills and schedules for optimal resource allocation

• Explore integration of Crews, Contractors, and Capacity Management

• Evaluate the field service business process and key configuration settings

• Create work order templates for standardised task capture and execution

• Configure contextual knowledge for work orders and tasks

• Develop detailed questionnaires for improved task capture

• Leverage access hours for customer-preferred time windows

• Explore advanced time recording techniques for billing and work time distribution.

• Design a proactive maintenance plan

• Understand the role of inventory and asset management in field service operations

• Examine part sourcing and transfer processes, identifying areas for automation

• Implement techniques for reserving parts, configuring stockroom settings, and auto-populating task windows

• Discover how a well-configured dispatcher workspace can improve task management

• Explore various scheduling methods, including manual, dynamic, and policy-based optimisation

• Understand the impact of travel time and geolocation tracking on dispatcher and field agent experience

• Tailor task allocation configurations to organisational needs

• Compare schedule optimisation with dynamic scheduling and route optimisatios

• Set up and fine-tune appointment booking services

• Recall key success factors for field agents, including mobile interface and geolocation tracking

• Explore the ServiceNow Agent Mobile Application

• Explain work order task summarisation for efficient task wrap-up

• Create customer or asset-specific notifications for recalls or upgrades

• Enhance the customer experience using email/SMS notifications, agent tracking, and feedback collection

ServiceNow at Lumify Work

ServiceNow's cloud-based platform and solutions help digitise and unify organisations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. The world works with ServiceNow™.
Lumify Work is an Authorised Partner for ServiceNow.

View all ServiceNow at Lumify Work courses

Who is the course for?

This two-day course is designed for Implementation Specialists responsible for setup and configuration of the ServiceNow Field Service Management application and related functionality.

Prerequisites

Attendees must have completed the following:

• ServiceNow Field Service Management (FSM) Fundamentals on-demand course

• ServiceNow Platform Implementation (SNPI) course

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.