Course Overview
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, and topic debriefs, hands-on lab exercises, and knowledge checks helps learners develop relevant skills for successful field service management implementations.
Prerequisites
- Field Service Management (FSM) Fundamentals
- ServiceNow Platform Implementation (Instructor-led or On Demand)
- Flow Designer: Create a Flow
- Flow Designer: Create Subflows and Actions
- Field Service Part Sourcing and Transfer Fundamentals
- Dynamic Scheduling Fundamentals
Audience Profile
The ServiceNow Field Service Management Implementation course is for Customers, Partners, and Employees who implement features, functions, & data associated with field service management.
Learning Objectives
Identify implementation stakeholders, resources, and contributors to success
- Validate foundational data and relationships (locations, groups, users, customers, accounts, contacts, stockrooms, products, assets, etc.)
- Recall geolocation capabilities, benefits, and configuration options
- Configure field service business process lifecycle, state flows, assignment methods, and add-on settings
- Configure a work order approval workflow
- Configure work order and task form views
- Leverage work order templates to streamline work management activities
- Create a questionnaire using survey designer
- Create and manage skills
- Assess skills calculations and configuration options
- Create advanced maintenance plans and schedules
- Evaluate scheduling and dispatch capabilities
- Configure scheduling and dispatch tools for optimal experience
- Inspect the dynamic scheduling configuration, process, and calculations
- Configure dynamic scheduling to solve for specific business requirements
- Assess the part sourcing and transfer process and configuration options
- Automate transfer order line task assignment using flow designer
- Configure time recording categories, rate types, and time sheet policies
- Configure appointment booking services
- Create a targeted communication
- Configure contextual search for knowledge
- Evaluate key considerations for implementing field service mobile
- Evaluate customer experience capabilities
Content Outline
Lessons
- FSM features, process, and data review
- Field service industry good practices
- FSM implementation good practices
- Process Integrations
- Foundation data planning
Lab
- Lab 1.1 Prepare to Implement Field Service Management
Lessons
- Validate Foundation Data
- Configure Field Service Process, Assignment, and Add-ons
- Configure Work Order Creation
- Configure Time Recording
Lab
- Lab 2.1 Validate Foundation Data
- Lab 2.2a Configure Approval Workflow
- Lab 2.2b Field Service Configuration
- Lab 2.3a Configure Mandatory Skills
- Lab 2.3b Create a Work Order Template
- Lab 2.4 Create an Advanced Maintenance Plan
- Lab 2.5 Configure Advanced Time Recording
Lessons
- Scheduling and Dispatch Configurations
- Dynamic Scheduling Configuration
- Parts Sourcing and Transfer Process automation
Lab
- Lab 3.1a Configure Central Dispatch
- Lab 3.1b Configure Dynamic Scheduling
- Lab 3.2 Automate Transfer Order Line Task Assignment using Flow Designer
Lessons
- Agent Mobile Application Overview
- Field Service Mobile Configurations
- Mobile Migration Considerations
Lab
- Lab 4.1 Configure VIP Tasks Applet
Lessons
- Customer Experience Configurations
- Appointment Booking Configuration
- Configure Targeted Communications
- Configure Field Service Knowledge Base and Contextual Search
Lab
- Lab 5.1a Configure Appointment Booking
- Lab 5.1b Appointment Booking – Advanced Availability Configuration
- Lab 5.2 Create a Targeted Communication and Notification
- Lab 5.3 Configure Contextual Knowledge for the Field Service Knowledge Base
FAQs
A: The Now Platform, which was created in the cloud from the ground up with a single data model & a single, scalable architecture, enables data to move effortlessly between programmes and installed systems. The Now Platform offers workflow automation at an enterprise scale, enabling you to enhance the efficiency, agility, and resilience of business operations. With out-of-the-box digital workflows that automate daily service requests, delivery teams may boost service delivery speed, & free up teams for higher value work that fosters enterprise-wide innovation. Additionally, ServiceNow's digital processes can be quickly expanded or new digital workflows can be easily created on the same platform using native development and integration tools. With this flexibility, you can design the experiences you need for a better way to work or adapt to disruptive situations..
A: Implementing ServiceNow means fundamentally changing the way in which people work. To bring you the most value, any implementation – big or small – requires the careful balancing of people, process and technology.
A: The versatility and scalability of the ServiceNow platform set it apart from other platforms. When implementing ServiceNow, it's important to continuously analyse and adjust workflows as well as continue to optimise and automate them.
An Agile work method will help you maintain the flexibility needed to do just that. Because such an approach places:
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
In prioritizing implementation goals and issues in this way, it is easier to assess which elements cause the least friction, but create the most value for your business.
A: Radiant Telelearning offers customized training delivery solutions for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.
Dedicated Classroom Training program
Onsite: To meet the needs & expectations of our corporate clients all over the world, our expert will travel all the way to your location to deliver the training program at a premise of your choice & convenience.
Offsite: Our client and Individual professionals across the world travel all the way to India to attend our classroom training sessions. We assist them in services like accommodation, Airport pick & drop, daily cab & Visa assistance.
Public Batches: Corporates & Individual professionals across the world can nominate their employees or themselves in our classroom or online public batches. Our public batches would have a limited number of participants to ensure individual attention. As the participants are from different background and companies, you learn from everyone’s experience.
On-the-Job Learning: Our team of consultant would help you to execute end-to-end project and simultaneously learn the technology.
A: Radiant Telelearning offers customized solutions and training programmed for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.
Individuals / One-O-One Training
- Focused learning sessions
- Programmed scheduling according to your choice
- Get personalized attention
- Choose what technology interests you
Teams: Enroll for our Classroom or online Public Batches
- Get our specialized updated content for different skill levels
- Get on-demand learning and solve problems quickly
- Get help from the ground level through sequential learning
Enterprise:
- Get customized training programmed and solutions that can be curated especially for your business
- Meet needs of all learners
- Let your employees be geared up for all kinds of problem solving
- Inspire your teams for future
- Update your employees with latest information stretching from technology, business leadership to marketing
A: Radiant Telelearning has a large pool of in-house certified trainers & consultants with strong background and working experience on the technology.
Radiant Telelearning offers more than 800+ courses and for each course Radiant have identified best-in-class instructors.
Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment process before they are on boarded in the company.
Our Technology experts / trainers & consultants carry deep dive knowledge in the technical subject & are certified from the OEM. Our faculty will provide you the knowledge of each course from fundamental level in an easy way, and you are free to ask your doubts any time from your respective faculty.
Our trainers have patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.
A: Radiant Telelearning offers training programs on the weekday, weekend, and a combination of weekdays and weekends. You can always choose the schedule that best suits to your need.
A: To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs.
A: We would always recommend you to attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if due to some contingency if you have to skip the class Radiant Techlearning would help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
A: Radiant Techlearning has a data center containing the Virtual Training environment for the purpose of participant’s hand-on-practice.
Participants can easily access these labs over Cloud with the help of remote desktop connection.
Radiant virtual labs provide you the flexibility to learn from anywhere in the world and in any time zone.
A: The learners will be enthralled as we engage them the real world and industry Oriented projects during the training program. These projects will improve your skills and knowledge and you will gain better experience. These real time projects, they will help you a lot in your future tasks and assignments.
A: Radiant believes in a practical and creative approach to training and development which distinguishes it from the other training and developmental platforms. Moreover training courses are undertaken by some of the experts who are having vast range of experience in their domain.