Easily generate work orders from service activities to speed issue resolution by integrating Customer Service Management or Incident Management (a part of IT Service Management).

Define the work types eligible for self‑service appointments, and allow customers to choose an appointment window that indicates when their service will be fulfilled.

Use automation to optimize work assignments by assigning and prioritizing multiple tasks to different agents at the same time. Automatically unassign tasks to make room for a higher‑priority task, or reassign a task when a technician is unable to complete the task on time.

Assign tasks to recommended technicians based on their proximity, availability, and specific skill set with the drag‑and‑drop visual dispatch feature.

View tasks and agents in the field, schedule and assign work order tasks, view and optimize routes, filter based on date, assignment group, agent and task state.

Track field service technician locations and assign and reassign work based on proximity. Dispatchers can also use a color‑coded SLA map to prioritize or reprioritize tasks based on time to breach. The dispatch map shows open tasks, which helps dispatchers quickly identify impacted areas.

Consolidate inventory and parts management by leveraging the inventory management capabilities of ServiceNow Asset Management as a single repository for assets in stock and inventory control.

Let technicians accept or reject tasks, track travel and work time, access driving directions, check their schedules, and scan bar codes to quickly identify parts. Collect task details with questionnaires. Customers can acknowledge completed work with a signature on the mobile device. Perform work while offline.

Use and customize out‑of‑box reports and dashboards to gain a real‑time understanding of utilization, capacity, customers, and locations requesting work, and other metrics. Integrate with ServiceNow Financial Planning to track and manage the costs of field services.