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ServiceNow – Field Service Management

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Capabilities/Applications

GRC Standard
 

Cost Management – ServiceNow Cost Management quantifies the financial costs of IT services and assets. This fit‑for‑purpose application not only provides insight into what is being spent, but also where – and why – costs are being incurred. ServiceNow Cost Management consolidates the reporting and tracking of costs to provide service and project views of expenditure.

 

Planned Maintenance – Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service Management as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction.

 

Asset Management – ServiceNow®Asset Management automates your IT asset lifecycle. It tracks the financial, contractual and inventory details of hardware and devices –as well as non-IT assets – throughout their lifecycle. Asset requests are handled using workflows to obtain approvals, issue charge backs, and provision services. Once an asset is deployed, Asset Management records all maintenance activity and enables IT to perform regular assessments, right up until asset retirement.

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Description

Providing efficient field service is critical to resolving issues faster and satisfying customers, but many obstacles exist. Challenges to delivering quality field service include varying skills necessary for different jobs, lack of on‑hand parts and components, scheduling travel time across large geographies, and delivering against service level agreements (SLAs). 

ServiceNow® Field Service Management makes integrated, proactive, and strategic field service possible. Use drag and drop to match work tasks to technician skills, geographic territory assignments and current location, and available inventory to meet and exceed SLAs. Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service Management as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction. 

 

 

 

Offering a alternate means of scheduling, the visual dispatch feature gives dispatchers drag-and-drop work assignment capabilities

so they can assign tasks to technicians, based on their proximity, availability, and the specific skills required to complete them.

Dispatchers can see at-a-glance what times are available for technicians and then drag-and-drop unassigned work onto available times.

Dispatchers can automatically select the ideal field service technician and use auto-routing to determine the optimal route for them to service multiple locations 

   

 

 

Reports and dashboards can be easily customized to gain real-time insight into utilization, capacity, the customers and locations requesting work,

and other key FSM metrics.

A simple and flexible reporting engine allows users to quickly generate and save reports directly from a list of records.

Bar charts and pie charts can be generated for visual analysis. Custom dashboards of the gauges and reports of the most important

information can also be created.

These dashboards can be integrated with ServiceNow® Cost Management to track and better manage the costs of field services,

including inventory and travel expenses as well as profitability.  

 

 

   

 

View and schedule work dynamically.

Dynamic Scheduling provides an automated means to optimize works assignments. Using it, dispatchers can:

  • Assign multiple tasks to different agents at the same time, with the ability to prioritize tasks while assigning 
  • Automatically un-assignalready assignedtasks to make room for a higher priority task such that the assignment is optimized  
  • Automatically reassign a task when the technician is incapable of completing thetask ontime 

 

  Perform and Record Work Tasks in the Field with Mobile App.  

Optimize Field Work with Mobile Interface by Accept or reject tasks, track travel and work time,

use Questionnaires to collect and complete necessary task details, and collect customer signatures acknowledging work completion 

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Additional information

POWERED BY

ServiceNow, Quintica(Custimisation and Configuration)

MONTHLY SUBSCRIPTION

Monthly per user

SUPPORTED INTERFACE

Desktop, Mobile

SUPPORTED OS

Windows, Linux, iOS, Android, Windows Phone

INTEGRATIONS

REST API, SOAP API, JavaScript API, OAuth2, CORS

TRIAL

YES

LICENCING

YES

PRICING MODEL

GRC Standard: Starting from $2083 per , GRC Professional: Starting from $4167 , GRC Enterprise: Starting from $6250

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