Yale ITS to launch Field Service Management (FSM) application within ServiceNow

In November 2022, Yale ITS will launch the Field Service Management (FSM) application within ServiceNow for the Distributed Support Providers, Telecom, Audio & Visual Support, and the Student Technology teams.

• This application will help technicians manage work tasks performed in various locations for maintenance, installations, repairs, and removals.
• A designated team member will provide their team with customized training sessions in October.

FSM offers many capabilities for technicians in the field, such as a new mobile app, skill-based assignment routing, available inventory visibility, dispatcher workspace, how-to checklists, and many future enhancements like geographic routing and appointment booking.

Outcomes include:

• Improved customer satisfaction by allowing end users to self-schedule support at their convenience, receive real-time updates via notifications and improve time-to-resolution.
• Consolidation of multiple platforms currently in use (Pinnacle, FileMaker Pro, Confluence) into one centralized, standardized workspace (ServiceNow).
• Reduced downtime by providing dispatchers visibility to ensure the technicians assigned have availability, the appropriate skills, and the required equipment.
• Streamlined inventory with the ability to automate inventory tracking and set automatic threshold reorder values, saving time spent counting inventory and manually initiating purchases.
• Reportable and actionable real-time metrics.

Need help?

For help with any service management topics, you can always send an inquiry to the IT Service Management team with questions.