Name: ServiceNow Field Service Management
Rating: 4.3 (48 reviews)

Overview

Product Information on ServiceNow Field Service Management

Updated 13th October 2025

What is ServiceNow Field Service Management?

ServiceNow Field Service Management is a software designed to enable organizations to manage and optimize their field service operations. The software facilitates assignment, tracking, and completion of service tasks through a centralized platform that integrates with scheduling, dispatch, and mobile access tools. It provides capabilities for automating work order creation, optimizing technician assignment, and monitoring progress in real-time. The software addresses business challenges such as managing dispersed teams, increasing operational efficiency, and ensuring timely service delivery. Its features include resource management, inventory control, and customer communication, which support organizations in coordinating field activities and resolving service issues efficiently.

Overall experience with ServiceNow Field Service Management

Customer Service & Support Associate

<50M USD, IT Services

FAVORABLE

“Task Assignment Algorithms Match Technicians by Location, Skills, and Inventory”

5.0

Apr 6, 2026

Amazing tool to contact from the filed to the front-office, allows offline consultation and no need for constant internet access for the app to work

Manager of IT Services

50M - 250M USD, Insurance (except health)

CRITICAL

“Navigating Multifunctionality: An Exploration of Tool Usability”

3.0

Apr 21, 2024

This tool is multifunctional, but it difficult to know which functions are where and how to use them. Therefore. I have not been able to use it to its fullest extent.

About Company

Company Description

ServiceNow is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes.

Company Details

Company type

Public

Year Founded

2004

Head office location

Santa Clara, California, United States

Number of employees

10001+

Annual Revenue

10B-30B USD

Website

https://www.servicenow.com

Do You Manage Peer Insights at ServiceNow?

Access Vendor Portal to update and manage your profile.

Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

Reviewer Insights for: ServiceNow Field Service Management

Deciding Factors: ServiceNow Field Service Management Vs. Market Average

Performance of ServiceNow Field Service Management Across Market Features

ServiceNow Field Service Management Likes & Dislikes

The algorithms allows to attribute tasks to the right technicians based on location, skills and inventory available. Mobile App works offline and allows consultation of information. Allows dynamic inventory management which allows the technician to know what tools are there on their van, for example

What I like most about this tooi is that it can be accessed at any time from my PC or smartphone via the internet.

- deep integration within the service now ecosystem (e.g. ITSM, configuration management database etc.) - built-in SLA monitoring, knowledge management and visibility - Service Now invests a lot in his technological roadmap (e.g. AI, mobile ops)

Learning Curve is a little steep, courses and extensive learning might be needed. High Complexity to implement and configure FSM. Price is high, for small companies , the return of investment might not be recommended. UI to rigid and perhaps bloated, too much clutter might give a hard time for new users.

This tool is very confusing as to where to find what functions, and no matter how much you search for them on the screen, you may find yourself in an endless loop. That is very annoying. And, this tool's interface is so simple but the functions you need are maybe embedded in deep classes.

- Field service mobile is not very intuitive compared to other competitors - dispatch console lacks real-time visual flexibility -occasional synch conflicts

Top ServiceNow Field Service Management Alternatives

Peer Discussions

ServiceNow Field Service Management Reviews and Ratings

Recommended Gartner Insights

Market Guide for Field Service Management

<50M USD

IT Services

Review Source

Task Assignment Algorithms Match Technicians by Location, Skills, and Inventory

IT Manager

50M-1B USD

Implementation of Service Now FSM Modernizes Field Operations for Utility Client

4.0

Jul 14, 2025

We supported a large utility customer in implementing Service Now FSM to modernize their field operation. The system is well linked with other service now modules (e.g. ITSM). It grants strong automation features but it takes a lot of training and configuration efforts to be set up properly; Overall, a good tool if well governed.

TECHNICAL ANALYST

1B-10B USD

Ticket Management Features Noted as Feasible for ScienceLogic Administration

Jun 26, 2025

It's nice product for ticket management especially when working with scienceLogic

SOLUTIONS/SALE ENGINEER

Software

Easy Learning Curve and Efficiency Improved

Jun 24, 2025

Good, i find the UI very intuitive, it was pretty easy to learn and since then has been a big time saver.

Systems and Infrastructure Engineer

Simple Interface Eases Device Management Despite Occasional Login and Information Issues

Jun 17, 2025

I had a good experience when using it for access new devices, racking devices, hardware and software support and drives replacement.

Overview

Product Information on ServiceNow Field Service Management

What is ServiceNow Field Service Management?

ServiceNow Field Service Management Pricing

Overall experience with ServiceNow Field Service Management

“Task Assignment Algorithms Match Technicians by Location, Skills, and Inventory”

“Navigating Multifunctionality: An Exploration of Tool Usability”

About Company

Company Description

Company Details

Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

Reviewer Insights for: ServiceNow Field Service Management

Deciding Factors: ServiceNow Field Service Management Vs. Market Average

Performance of ServiceNow Field Service Management Across Market Features

ServiceNow Field Service Management Likes & Dislikes

Top ServiceNow Field Service Management Alternatives

Peer Discussions

ServiceNow Field Service Management Reviews and Ratings

Recommended Gartner Insights

About Company

Company Description

Company Details

ServiceNow Field Service Management Likes & Dislikes

Top ServiceNow Field Service Management Alternatives

ServiceNow Field Service Management Reviews and Ratings

Reviewer Insights for: ServiceNow Field Service Management

Performance of ServiceNow Field Service Management Across Market Features

Deciding Factors: ServiceNow Field Service Management Vs. Market Average

Task Assignment Algorithms Match Technicians by Location, Skills, and Inventory

Implementation of Service Now FSM Modernizes Field Operations for Utility Client

Ticket Management Features Noted as Feasible for ScienceLogic Administration

Easy Learning Curve and Efficiency Improved

Simple Interface Eases Device Management Despite Occasional Login and Information Issues

4.3

(48 Ratings)

Rating Distribution

Customer Experience

Product Capabilities

1. Microsoft Dynamics 365 Field Service

2. Salesforce Field Service

3. Praxedo Field Service Management