Field Service Management

USE CASE GUIDE ServiceNow Field Service Management use cases Reduce field service costs with increased efficiency

Make field service more efficient and more impactful Your field service organization plays a crucial role in shaping your overall service experience. To ensure efficiency, cost-effectiveness, and customer satisfaction, your team faces numerous challenges: • Outdated systems that are expensive to maintain • Fragmented solutions hindering collaboration and real-time access to information • Rising costs due to unnecessary service calls and penalties • Frustrated employees burdened by manual processes and limited visibility • Customers experiencing downtime and slow service ® ServiceNow Field Service Management (FSM) is the ultimate solution to overcome these obstacles. With purpose-built capabilities and purposeful automation, ServiceNow FSM seamlessly connects your people, processes, and data onto a single system of action. It simplifies and streamlines your field service operations, delivering transparency and real-time visibility to employees, third-party contractors, and customers. ServiceNow FSM empowers your field service organization to excel in providing exceptional service experiences. Discover how ServiceNow FSM can help you: Break down silos Increase work Streamline Maximize asset Provide a and workflow planning, resource uptime and seamless field processes to scheduling, and management make service reduce costs and dispatching and empower maintenance experience to deliver seamless efficiency with technicians to do work for your customers experiences automation and their most high- customers optimization value work 3

Break down silos and workflow processes to reduce costs and deliver seamless experiences Silos build barriers. Multiple systems and disparate data slow things down, creating complexities that result in inconsistent and slower resolution times, when work needs to be simplified. Manual and disconnected processes create a heavy administrative lift for technicians and dispatchers, and unnecessary effort. With one platform, one architecture, and one data model, ServiceNow tears down the walls between silos, joins up disconnected systems, and breathes life into inefficient processes to increase productivity and reduce cost. The Now Platform seamlessly connects your people, processes, and data on a single system of action to address customer needs efficiently, transparently, and proactively. Teams can collaborate, processes are optimized, and everyone can get the visibility they need to stay informed. With ServiceNow: Identify breakdowns and bottlenecks in existing processes to surface tangible ways to improve organizational efficiency with Process Mining. Reduce truck rolls, shorten time to resolution, and provide proactive service by having field service on a single 399% platform with customer service. Create, manage, and track project workflows seamlessly Return on on the Now Platform to ensure service work is completed in investment (ROI) order, on time and on budget. by deploying ServiceNow Field Consolidate your IT and field service operations on a single Service platform to automatically generate work orders from 1 Management. incidents when technician support is needed. Ramp up new hires quickly with a streamlined set of tasks during the onboarding process—and seamless provision of access to required systems, necessary IT equipment, and mobile devices. 1 TM 5 Source: Forrester Consulting Study commissioned by ServiceNow , The Total Economic Impact (TEI) of ServiceNow Field Service Management (FSM); results are for a composite organization representative of interviewed customers, October 2023

Streamline resource management and empower technicians to do their most high value work Experienced technicians are leaving the workforce. Recruiting new talent and ramping up resources is difficult. Great people want to be productive, challenged, and empowered. They don’t want to get bogged down in paperwork. These inefficiencies prevent your field service team from doing what they want to do most—resolve customer needs. ServiceNow FSM enables your team to allocate their efforts towards high- value tasks instead of being hindered by inefficiencies. By automating processes, field service organizations can reduce manual, repetitive tasks so that everyone can focus on the work they excel at. And ServiceNow FSM simplifies scaling the business to third-party contractors. Digitizing and automating processes helps drive consistency across both your internal team and third-parties. With ServiceNow: Scale operations with third-party contractors leveraging Contractor Management or create your own Contractor Marketplace. Boost efficiency using Mobile Playbooks that provide step- by-step guidance for service completion and reduce Once they moved unnecessary clicks and scrolling. to the system, every field worker Make it easy to source parts by automating the process of got about an hour finding and ordering needed parts from the mobile back and application. improved their Surface AI-recommended knowledge articles based on utilization current task activities to help field service teams resolve because they issues quickly and efficiently. were able to spend more time Spend less time typing when doing mobile debrief with AI- on repairs and generated work order summarization. less time on prep. —An associate CIO in higher education interviewed in the Forrester TEI of ServiceNow FSM 5

Increase work planning, scheduling, and dispatching efficiency with automation and optimization Inefficient scheduling and dispatching costs your business time and money. The result: excess travel time, lower utilization, second truck rolls, missed contractual obligations, and a lack of visibility. Dispatchers have to navigate between different tools and systems that lack the flexibility to easily manage different types of resources and ensure customer needs are being met. With ServiceNow, you can increase work planning, scheduling and dispatching efficiency to make work easier and optimize costs. Strategically use automation to improve the dispatcher experience and reduce repetitive tasks so they can focus on exceptions with enhanced usability, and are able to shuffle schedules and pivot as needed throughout the day. Streamline the management of work across various resources by seamlessly handling internal teams, third-party contractors, and crews within a unified workspace. With ServiceNow: Visualize, create, and manage service territories and territory hierarchies using Territory Planning to ensure optimal resource coverage. Provide dispatchers with scheduling choices:drag-and- drop Dynamic Scheduling with intra-day optimization, or 16% full Schedule Optimization. Create and schedule crews dynamically based on work Improvement in order type, factoring in availability of skilled resources, field service required parts, and needed equipment, with Crew efficiency through Management. enhanced Group similar work orders automatically with AI tools scheduling and powered by Predictive Intelligence. route management, improved Identify resource coaching and team improvement knowledge opportunities with Workforce Optimization. sharing, and 2 automation. 2 5 Source: Forrester, The TEI of ServiceNow FSM

Maximize asset uptime and make maintenance work for your customers Customers want their business-critical assets to run smoothly, and uptime is critical. Unexpected downtime can significantly impact the business. Creating and executing on the right type of maintenance plan for asset needs helps prevent breakdowns, extends equipment lifespan, and reduces repair costs. ServiceNow simplifies maintenance management for both service providers and customers alike, ensuring seamless planning and execution.Planned maintenance, often referred to as preventive maintenance, improves the longevity of equipment, reduces downtime, and prevents unplanned outages. Easily define the who, when, and what of planned maintenance tocreate personalized plans for each customer. With ServiceNow: Build maintenance plans and schedules based on time (i.e., quarterly), cycles (i.e., intervals of time between visits), and usage. Bundle maintenance work with break-fix or other jobs at the same location to deflect additional dispatches using I think the first Task Bundling. thing that everyone would Service multiple assets at one site on one work order with say is how easy Planned Work Management to reduce the administrative the accessibility of burden on the technician. information is. If Drive process compliance by automatically assigning you want to see safety, inspection, and checklists to maintenance tasks what happened with Work Order Templates. with a customer in the last month, it’s Visualize your maintenance schedule over extended one click in the periods of time with the Maintenance Planning Calendar. app. —Head of tools and processes in transportation interviewed in the Forrester TEI of ServiceNow FSM 5

Provide a seamless field service experience to customers Whether providing service to businesses, residential customers, or both, delivering on a seamless customer experience that also reduces costs is complex. Customers have diverse needs and varying service environments. Navigating that complexity when you have disconnected systems and processes translates to fractured experiences for your customers. ServiceNow provides you with the tools for effective communication with your customers and the ability to manage the end-to-end service delivery process using a single system of action to help make service seamless. With clear communication channels and timely updates, you build trust with customers and enhance their overall satisfaction. Identify ongoing training and development opportunities for your field service teams to equip them with the necessary skills for delivering exceptional customer service. With ServiceNow: Offer customers the opportunity to collaborate with an AI-powered Virtual Agent to shorten resolution time and deflect calls. Address customer needs on the first visit by ensuring field service technicians have all the job details, customer With ServiceNow, information, skills required and parts needed using the more people are power of the platform. able to see Keep customers informed with real-timeupdates on activity as it technician arrival status and map location with Last Mile happens versus Communication. waiting till the next day. Now we Give customers ways to self serve, find solutions quickly, have live views of and book appointments using Service portals. activity that we really haven’t had Speed up resolutions for customers by facilitating before. collaboration across your organization with automated —VP of global delivery at workflows that complete multiple tasks in parallel. a service provider interviewed in the Forrester TEI of ServiceNow FSM 5

Workforce Contractor Crew Optimization Mgmt Operations Parts and Work Order Stockrooms Debrief Schedule Knowledge and Mgmt Dispatch Territory Asset Planning Resource Servicing Management Project Work Planning Job Performance Mgmt and Scheduling anag Execution Analytics M e E ate m m po uto ServiceNow we Self A Platform r Predictive Service Intelligence t En c h Seamless ne a Data Integrated Service n nc Insights Process Service o ONE Architecture Mining C ONE Data Model e Drive field service excellence at your organization ServiceNow FSM automates workflows and streamlines processes to help you realize significant efficiency gains and unlock the potential of your field service managers, dispatchers, technicians, and third-party contractors to do their best work. Read more about how field service organizations are driving growth and cost savings in the Total Economic ImpactTMof ServiceNow Field Service Management study highlighted throughout this guide. Read the study © 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com 88