ServiceNow's Field Service Management (FSM) for Telecommunications is a comprehensive SaaS solution designed to revolutionize telecom service delivery. It leverages AI-powered workflows to address customer needs efficiently, reduce network downtime, and enhance service reliability. The platform offers real-time visibility into operations, enabling telecom companies to streamline their field service processes and improve overall performance

Key Features

Schedule Optimization Automates scheduling to improve productivity across field resources.

• Enhances work allocation efficiency
• Reduces idle time and improves resource utilization

Field Service Marketplace Facilitates efficient collaboration with contractors and outsourcing of work.

• Streamlines work assignment management
• Enables creation of a contractor marketplace

Now Assist for Field Service Management Accelerates productivity with generative AI experiences on the Now Platform.

• Simplifies debriefing and knowledge generation
• Provides AI-powered repair suggestions and asset condition feedback

Mobile Agent Enables agents to triage, act on, and resolve requests on the go.

• Improves field technician efficiency
• Enhances service quality through mobile capabilities

Benefits

Improved Dispatcher Experience Enhances work management across technicians and third-party contractors.

• Provides a unified workspace for dispatchers
• Reduces repetitive tasks through automation

Boosted Technician Productivity Utilizes AI to simplify various aspects of technician work.

• Streamlines debriefing and work summarization
• Offers AI-powered repair suggestions and asset condition analysis

Enhanced Network Performance Visibility Provides onsite technicians with insights into network events and performance.

• Enables better troubleshooting of telecom service issues
• Improves overall service reliability