Last Updated
Overview
ServiceNow Field Service Management offers an AI-driven solution to streamline field operations, including dispatching, mobile workflows, and contractor coordination. While its extensive capabilities may initially overwhelm new users, its automation, intelligent scheduling, and robust mobile tools make it a strong choice for growing service teams.
Overall Rating
Based on 3 users reviews
4
Rating Distribution
Positive
67%
Neutral
33%
Negative
0%
Starting Price
Custom
ServiceNow Field Service Management Specifications
- Work Order Management
- Scheduling & Dispatching
- Mobile Access
- Customer Management
What Is ServiceNow Field Service Management?
ServiceNow Field Service Management is designed for medium- to large-scale enterprises seeking to connect and automate their field operations. It addresses key pain points by streamlining work order management from creation to completion and empowering technicians through a robust mobile application. This provides end-to-end visibility for dispatchers and equips field agents with the tools needed to boost productivity, reduce truck rolls, and improve first-time fix rates, ultimately unifying field and customer service operations.
ServiceNow Field Service Management Pricing
ServiceNow Field Service Management pricing includes the following plans:
- Standard
- Professional
- Enterprise
ServiceNow Field Service Management Integrations
The software integrates with multiple ServiceNow modules and also supports external integrations with multiple systems and platforms, such as:
- Salesforce
- Jira Software
- Microsoft 365 Software
- Oracle HCM Cloud
Who Is ServiceNow Field Service Management For?
ServiceNow Field Service Management is ideal for a wide range of industries and sectors, including:
- Telecommunications
- Manufacturing
- Healthcare and life sciences
- Utilities and energy
- Banking
- Public sector
Is ServiceNow Field Service Management Right For You?
ServiceNow is an ideal fit for large enterprises managing complex, large-scale field operations, particularly those already using the ServiceNow ecosystem. Its standout feature is native integration, enabling unified workflows across business functions. Recognized as an overall leader in field service management by ISG, the platform delivers robust security, scalability, and compliance, making it a comprehensive solution for driving operational efficiency and digital transformation.
Still doubtful if ServiceNow Field Service Management is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
ServiceNow Field Service Management Features
Asset Management
The software enables mobile asset receiving and procurement tracking, allowing users to manage assets efficiently via purchase orders. Employees can view and receive assigned assets on mobile devices, helping standardize asset data and improve service-related decision-making.
Schedule Optimization
ServiceNow Field Service Management uses intelligent scheduling to prioritize jobs, reduce travel time, and ensure SLA compliance. It accounts for multiple factors such as technician skills, part availability, and job urgency to optimize workflows and improve customer satisfaction.
Workforce Optimization
The platform boosts team performance through real-time visibility, omnichannel monitoring, and skills development tools. Managers can forecast demand, assign shifts, and track KPIs while agents benefit from targeted coaching and AI-based learning recommendations.
Inventory Management
The software supports mobile inventory tracking, barcode scanning, part sourcing, and peer transfers. Technicians can manage stock efficiently, replenish supplies, and reduce unnecessary dispatches, ensuring better first-time fix rates and overall customer satisfaction.
Capacity And Reservations Management
ServiceNow Field Service Management defines, allocates, and tracks capacity across internal and external teams. It uses time-based capacity buckets and automated scheduling to streamline assignments and monitor capacity utilization across different technician groups.
Pros And Cons of ServiceNow Field Service Management
Pros
Automated scheduling optimizes technician assignments and reduces downtime
Mobile access empowers technicians with real-time job updates
Robust inventory management improves parts availability and reduces delays
Cons
Complexity challenges customization and initial setup processes
Connectivity problems disrupt field access in low coverage areas
ServiceNow Field Service Management Reviews
Total 3 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars33%
4
Stars33%
3
Stars33%
2
Stars0%
1
Stars0%
Share your experience
Financial Services, 500+ employees
More than a year
“Proven the best for my company”
Pros
ServiceNow Field Service management is honestly very easy to use and works perfectly with our HR software making integration smooth and hassle free.
Cons
The attachment button is hard to locate and sometimes it feels like I have to submit a ticket first then reply with the attachment.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Health, Wellness and Fitness, 500+ employees
Less than a year
“Not very easy to get hang of”
Pros
It works as an issue tracking system for our IT department. It is also customized to handle most problems and makes it easy for users to report issues. As the person responsible for resolving them, I can quickly see who reported what and when. We also use it to improve reporting which helps me show my value each week.
Cons
Navigating the system can be overwhelming for users especially when they cannot find their specific issue listed. So many people in our user communities avoid using it whenever possible. Also the customization options are so extensive that it makes it difficult to maintain and I have struggled with the product at times due to its lack of user friendliness.
Rating Distribution
Ease of use
4
Value for money
8
Customer Support
8
Functionality
7
Computer & Network Security, 500+ employees
Less than a year
“Removes stress from work”
Pros
ServiceNow has helped us resolve several outages in my daily tasks. It allows you to quickly escalate a medium priority ticket to high priority and stay in constant contact with coworkers involved in the same ticket enabling us to collaborate efficiently.
Cons
I recommend it. I did not face any issues with the software during the time I used it. But now I just switched departments and no longer use it.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
8
Functionality
9
Frequently Asked Questions
Does ServiceNow Field Service Management have a mobile app?
Yes, ServiceNow Field Service Management offers a dedicated mobile app.
What language does ServiceNow Field Service Management support?
ServiceNow Field Service Management software supports 22+ languages, including English, Spanish, French, German, Japanese, and Chinese, via ServiceNow’s localization framework.
Does ServiceNow Field Service Management offer an API?
Yes, ServiceNow Field Service Management offers an API.
What types of pricing plans does ServiceNow Field Service Management offer?
Pricing for ServiceNow Field Service Management is divided into Standard, Professional, and Enterprise plans. All plans use a custom pricing model based on your requirements. Get a detailed ServiceNow Field Service Management cost breakdown to make an informed decision.
Who are the typical users of ServiceNow Field Service Management?
ServiceNow Field Service Management features are used by field service managers, dispatchers, technicians, operations teams, and enterprise IT departments across industries like telecom, manufacturing, utilities, and healthcare.
What other apps does ServiceNow Field Service Management integrate with?
ServiceNow Field Service Management integrates with ServiceNow modules and external platforms like Microsoft 365, Salesforce, Jira Software, and Oracle HCM Cloud.
What level of support does ServiceNow Field Service Management offer?
ServiceNow Field Service Management offers support primarily through the broader ServiceNow customer service channels, including online documentation, community forums, and professional support plans.