In this ServiceNow Field Service Management (FSM) course attendees gain the skills for the effective implementation of the ServiceNow Field Service Management application. This course is designed for Implementation Specialists responsible for set‑up and configuration of the Field Service Management application. ServiceNow Field Service Management (FSM) helps companies efficiently manage location‑based work tasks. FSM Implementation focuses specifically on FSM applications and related functionality, most of which may be configured during an implementation using a low‑code or no‑code approach. FSM Implementation provides practical skills to accelerate FSM implementations.
Course Objectives:
After completing this module, you'll be able to:
- Examine and import foundational data
- Analyze and implement customer business requirements
- Use industry good practice for an FSM implementation
- Set‑up FSM configuration
- Configure Work Order Form and Mandatory Skills
- Create a Questionnaire and a Targeted Communication
- Create Advanced Maintenance Plans and Maintenance Schedules
- Configure Central Dispatch and Dynamic Scheduling
- Configure an Appointment Booking Service
- Configure Advanced Time Recording and Time Sheet Policy
- Configure Contextual Knowledge
- Discuss Mobile and Maps
- Discuss common FSM integrations scenarios and good practices
- Configure FSM Performance Analytics Dashboard
Course content
ServiceNow Field Service Management (FSM)
- Introduction to ServiceNow FSM
- FSM Evolution and its importance in business
- Impact of FSM on service delivery
- ServiceNow FSM’s role to improve field service activities
- Advantages of implementing FSM solutions
Core Concepts of Field Service Management (FSM)
- FSM Lifecycle & Process
- Techniques of dispatching
- Understand service requests, incidents, tasks, etc.
- Techniques of scheduling
- Resource optimization and allocation
ServiceNow Platform Overview
- Introduction to the ServiceNow platform
- ServiceNow Architecture Overview
- ServiceNow components
- Understand ServiceNow’s role in FSM
- ServiceNow FSM features
ServiceNow FSM Configuration
- FSM set up in the ServiceNow instance
- Define and configure service contracts
- Configure service Catalog items for the ServiceNow field service
- Customize FSM processes & workflows
Manage Field Technicians
- Manage field service technician profiles and skills
- Monitor the Performance of technicians and their productivity
- Allot and schedule technicians for service tasks
- Apply best practices to manage technician
Manage Work Orders
- Develop and manage work orders
- Classifying and assigning work orders to field technicians
- Resolve & close work orders
- Track work order status and progress updates
FSM Analytics and Reporting
- Reporting features overview of FSM in ServiceNow
- Use analytics to find metrics of trends and Performance
- Generate reports for ServiceNow field service operations
- Optimize field service processes leveraging various insights
Customer Communication and Engagement
- Implement communication channels for customers
- Providing updates and notifications to customers on service requests
- Ensuring customer satisfaction with good communication
- Manage customer feedback and complaints
Field Mobility & Mobile Application
- Introduction to ServiceNow FSM mobile application
- Features and Functions of the FSM Mobile App
- Benefits of field mobility in improving service delivery
- Mobile workforce management best practices
Integration and Extensibility
- Integrate ServiceNow FSM with other enterprise systems
- Using APIs for data exchange and automation
- Extending FSM capabilities with 3rd-party integrations
- Ensuring data security and compliance in integrations
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Course Prerequisites
- ServiceNow Fundamentals or Certified System Administrator (CSA)
- Platform Implementation or Certified Implementation Specialist (CIS)
- Basic knowledge of the ServiceNow platform and its functionalities.
- Fundamental skills in field service operations and management.
- Basic platform implementation skills.
Who can attend
This course is intended for:
- This course is designed for implementation specialists who are responsible for implementing the Field Service Management application.
Number of Hours: 20hrs
Certification
Key features
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
FAQs
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- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
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- Materials
- Preparing for Certification
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