Course Summary

You will gain skills like:

• Define Field Service
• Identify the types of Field Service and the four Field Service models
• Identify Field Service Management process lifecycle phases and personas
• Create Work Order Requests
• Qualify Work Order Tasks
• Describe geolocation and its benefits when using ServiceNow Field Service Management
• Create and manage team schedules and skills
• Dispatch Work Order Tasks
• Update and close Work Order Tasks
• Summarize Field Service Reporting and Performance • Analytics capabilities

Module 1: Introduction to Field Service Management
• Welcome to Field Titans!
• Field Service Management Overview
• ServiceNow Field Service Management Infographic
• Field Service Management Personas and Roles
• ServiceNow Field Service Management Process

Module 2: Work Order Initiation
• Work Order Initiation at Field Titans
• Workflow States
• Work Order Initiation Process

Module 3: Work Order Qualification
• Work Order Qualification at Field Titans
• Work Order Qualification Process

Module 4: Scheduling and Dispatch
• Work Order Scheduling and Dispatch at Field Titans
• Scheduling and Dispatch Personas and Key Features
• Scheduling and Team Management
• Scheduling and Dispatch Management

Module 5: Delivery and Confirmation
• Work Order Delivery and Confirmation at Field Titans
• Delivery and Confirmation Personas and Key Features
• Field Service Agents Infographic
• Review and Perform Tasks – Desktop
• Review and Perform Tasks – Mobile
• Time Reporting for Field Service

Module 6: Analyze and Improve
• Analysis and Improvement at Field Titans
• Field Service Reporting and Performance Analytics Overview

Module 7: Field Service Management Process Simulator Request a Lab Instance
• Instance Help
• Field Service Management (FSM) Fundamentals Simulator – Introduction
• Initiation: Create a Work Order using a Work Order Template
• Initiation: Create a Work Order without using a Work Order Template
• Qualification: Qualify Work Order Tasks
• Scheduling and Dispatch: Dispatch Work Order Tasks
• Delivery and Confirmation: Accept, Start Work, Record Time, and Close Tasks

ServiceNow Administration Fundamentals (SNAF)

This course is part of the following certification : ServiceNow Certified Implementation Specialist – Field Service Management certification

Following your booking, a confirmation message will be sent to all participants, ensuring you're well-informed of your successful enrollment. Calendar placeholders will also be dispatched to assist you in scheduling your commitments around the course. Rest assured, all course materials and access to necessary labs or platforms will be provided no later than one week before the course begins, allowing you ample time to prepare and engage fully with the learning experience ahead.

Our comprehensive training package includes all the necessary materials and resources to facilitate a full learning experience. Enrollees will be provided with detailed course content, encompassing a wide array of topics to ensure a thorough understanding of the subject matter. Additionally, participants will receive a certificate of completion to recognize their dedication and hard work. It's important to note that while the course fee covers all training materials and experiences, the examination fee for certification is not included but can be purchased separately.

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