Learn practical skills to accelerate the implementation of field service management applications and related functionality, most of which may be configured using a low-code or no-code approach. This 2-day course is designed for Implementation Specialists responsible for setup and configuration of the Field Service Management application and related functionality.
A combination of lectures, demonstrations, topic debriefs, hands-on lab exercises, and knowledge checks helps learners develop relevant skills for successful field service management implementations.
ServiceNow FSM Implementation Training Delivery Methods
ServiceNow FSM Implementation Training Course Information
In this course, you will:
- Evaluate understanding of core FSM concepts.
- Distinguish between ServiceNow maturity levels.
- Recognize 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.
- Evaluate the field service business process and key configuration settings.
- Create work order templates for standardized 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 optimization.
- Understand the impact of travel time and geolocation tracking on dispatcher and field agent experience.
- Tailor task allocation configurations to organizational needs.
- Compare schedule optimization with dynamic scheduling and route optimization.
- 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 summarization for efficient task wrap-up.
- Enhance the customer experience using email/SMS notifications, agent tracking, and feedback collection.
Prerequisites:
Mandatory Prerequisites
Recommended Prerequisites
Certification Information
Following this course, ServiceNow recommends that attendees have at least three months field experience participating in ServiceNow deployment projects before attempting the Certification Exam.
Further details regarding this exam, including an exam blueprint, can be found on the Certified Implementation Specialist – Field Service Management page. Successful candidates will be awarded a “ServiceNow Implementation Specialist – Field Service Management” certificate.
ServiceNow FSM Implementation Training Outline
Module 1: Implementation Planning
- Evaluate your understanding of core FSM concepts with a short quiz.
- Distinguish between ServiceNow maturity levels.
- Recognize key stakeholders, resources, and success factors for your implementation.
- Examine application setup procedures.
Module 2: Workforce Set Up
- Explore foundational data, their relationships, and interactions in ServiceNow and best practices for maintaining high quality data.
- Configure territories based on business needs and geographic data.
- Comprehend the role of geolocation functions in enhancing field service operations.
- Explore the Workforce Application and Manager Workspace to see how managers can view and manage agent skills, schedules, events, and tasks.
- Configure skills and schedules for optimal resource and task allocation.
- Understand the role of agent schedules, events, and work parameters in determining agent availability.
- Explore integrating Crews, Contractors, and Capacity Management to align with business goals.
Module 3: Work Order Management Set Up
- Evaluate the field service business process, understanding key configuration settings, assignment options, and add-ons.
- Master creating work order templates to standardize task capture and execution.
- Configure contextual knowledge for work orders and tasks.
- Develop detailed questionnaires for improved task capture.
- Leverage access hours to accommodate customer-preferred time windows.
- Explore advanced time recording techniques for accurate billing and work time distribution.
- Design a maintenance plan, focusing on proactive servicing and resource strategies.
Module 4: Inventory Management Set Up
- Gain a foundational understanding of how inventory and asset management are integral to the efficiency and success of field service operations.
- Examine the current part sourcing and transfer processes used in field service management and identify potential areas where automation can enhance efficiency.
- Implement techniques such as reserving parts, configuring default stockroom settings, and auto-populating task windows to streamline field service operations.
Module 5: Dispatcher Experience
- Discover how a well-configured dispatcher workspace can lead to more efficient task management.
Module 6: Scheduling Methods Set Up
- Explore the various scheduling methods available, including manual, rule-based dynamic scheduling, and policy-based schedule optimization.
- Understand how travel time and geolocation tracking contribute to an optimal dispatcher and field agent experience.
- Tailor task allocation configurations to suit organizational needs.
- Deep dive into how schedule optimization compares to dynamic scheduling and route optimization.
- Set up and fine-tune appointment booking services.
Module 7: Field Agent Experience
- Recall key success factors for field agents, including mobile interface and geolocation tracking.
- Explore the ServiceNow Agent Mobile Application.
- Explain work order task summarization for streamlining task wrap-up activities.
Module 8: Customer Experience
- Create customer or asset-specific notifications for recalls or upgrades.
- Enhance the customer experience using email and SMS notifications, agent tracking, and feedback collection.
