Standard Service Offerings (SSOs) are the core FSM concept for defining standardized services, including their estimated duration, required skills, and parts. By properly configuring SSOs with accurate time estimates, the system can generate more reliable scheduling forecasts, directly addressing the manager’s concern.

Configuring a mandatory task on the work order’s task list is the standard FSM method for enforcing step-by-step procedures. The checklist items can be created as individual tasks that must be completed (marked as ‘Closed Complete’) before the parent work order can progress to ‘Work Complete’, ensuring compliance is documented in the system.

The FSM system is designed to handle this common scenario efficiently. When a technician reports a missing part via the mobile app, the best practice workflow automatically places the work order on hold and generates a new parts request (or a follow-up work order) to procure and deliver the part, keeping all related activities tied to the original record.

Qualifications are used to formally certify technicians for specific capabilities (like high-voltage certification). Resource Filtering Rules are then used during scheduling (manual or optimized) to restrict the pool of available resources to only those possessing the required qualifications, ensuring compliance and safety.

The Schedule Board is the primary dispatching interface. The dispatcher can filter for technicians with the required skills, see their current locations and scheduled commitments on a timeline, and visually assess who can travel to the customer site within the 4-hour window, making it the most efficient tool for this real-time decision.

Price Lines and Price Rules in the Catalog Item are designed for complex pricing models. You can create a Price Line for the service and add multiple Price Rules: e.g., Rule 1: Price = X for Quantity (hours) = 1. Rule 2: Price = Y for Quantity > 1. This automatically calculates the correct total on the resulting work order.

Time tracking in FSM is typically done at the Task level. Technicians log time against specific tasks (e.g., ‘Travel’, ‘Repair’). These logged entries create ‘Time Cost’ records, which are the system of record for actual time spent. Aggregating these records provides accurate averages for travel vs. on-site work.

The Notifications application in ServiceNow is the central engine for configuring conditional alerts. You can create different notification records (e.g., ‘Technician En Route’, ‘Work Order Overdue’) that trigger based on conditions like field changes or time-based events, and specify the channel (SMS, In-app Alert, Email) and recipient for each.

This distinction is crucial for logistics. A Pick List is generated for a technician or warehouse worker to fulfill items from a specific internal stockroom. A Shipment is created when parts need to be physically dispatched (shipped) from a warehouse or vendor to a different location, such as a customer site or a technician’s van stock.

Standard Service Offerings (SSOs) are the core FSM concept for defining standardized services, including their estimated duration, required skills, and parts. By properly configuring SSOs with accurate time estimates, the system can generate more reliable scheduling forecasts, directly addressing the manager’s concern.0