Servicenow FSM Implementation (CIS - FSM) Exam Structure

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FSM Introduction: Please visit FSM Introduction


There are 2 courses which prepares you for the CIS - FSM Exam.



FSM Fundamentals course covers below objectives

  • 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 (PA) capabilities

FSM Implementations course divided into 4 parts as below

  1. FSM Implementation Planning
  2. Implementing Field Service Processes
  3. Optimizing Scheduling and Dispatching Operations
  4. Implementing Related Processes
 
FSM Fundamentals course covers below objectives


Ø     •   Identify implementation stakeholders, resources, and contributors to success
•    Validate foundational data and relationships (locations, groups, users, customers, accounts, contacts, stockrooms, products, assets, etc.).
•    Recall geolocation capabilities, benefits, and configuration options.
•    Configure field service business process lifecycle, state flows, assignment methods, and add-on settings.
•    Leverage work order templates to streamline work management activities.
•    Create a questionnaire using survey designer.
•    Create and manage skills.
•    Assess skills calculations and configuration options.
•    Create advanced maintenance plans and schedules.
•    Evaluate and configure scheduling and dispatch tools for optimal dispatcher experience.
•    Configure schedule optimization.
•    Inspect the dynamic scheduling configuration, process, and calculations.
•    Configure time recording categories, rate types, and time sheet policies.
•    Assess the part sourcing and transfer process and configuration options.
•    Automate transfer order line task assignment using flow designer.
•    Configure basic and advanced appointment booking services.
•    Create targeted communications.
•    Configure contextual search for knowledge.
•    Evaluate key considerations for implementing field service mobile.
•    Evaluate customer experience capabilities.


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