Field Service Management

Field Service Management (FSM) is a comprehensive system for managing and coordinating field service operations. It involves the planning, scheduling, dispatching, and tracking of field service technicians or teams who provide on-site maintenance, repair, installation, or other services to customers.

Installing, maintaining, or repairing equipment, systems, or assets generally includes sending employees or contractors to a site outside of the company's facilities. Field service practitioners who provide clients with expert, specialized, or proprietary services are managed by field service managers who keep track of the organization's field resources.

Activities in field service management include:

• The process of setting up employee schedules, service appointments, and anticipated turnaround times for work orders is known as field service scheduling.
• The coordination of dispatch, or when a field service technician or specialist is sent out on a work assignment, is known as field service dispatch management.
• The practice of allocating and following service work orders from inception to fulfilment and client billing is known as work order management.
• The process of keeping track of components and supplies, including product transfers, consumption, modifications, and more, is known as inventory management.
• The process of overseeing contracts with your clients and making sure service level agreements (SLAs) are met is known as field service contract management.