Monitoring and analytics for Field Service Management

Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.

Monitoring and analytics for Field Service Management includes at least one of the following activities.

Field Service Contractor Management

The Field Service Contractor Management application enables Field Service managers to outsource work by onboarding contractor companies and their staff, such as external managers and external agents.
Emergency Exposure Management

Help identify Field Service technicians and customers who may have visited an affected location.
Predictive analytics: Work order insights

Identify work orders with similar issues and proactively solve problems.

Emergency Exposure Management

The Emergency Exposure Management feature in Field Service Management helps identify field service agents and customers who may have visited an affected location. It helps find people who encounter an agent who has been classified as positive for a condition, such as COVID-19.

By using the Emergency Exposure Management application in collaboration with Field Service Management, you can identify potentially affected customers and other agents by checking the work order history of the affected agent.

If an agent is reported as positive for a condition, the diagnostic admin can run a diagnostic report to identify other potentially affected agents, customers who might have had an encounter with the affected agent, and other agents who visited the affected customers during the selected period. The Field Service manager can view the diagnostic report and take appropriate actions to mitigate the spread of infection. The manager can promote agent safety by blocking the affected or potentially exposed agents from being available for future dates.

The Emergency Exposure Management application enables you to do the following:

Trace affected agents and customers

Run a diagnostic report for affected agents based on their work order history for the selected period and view the report to identify other potentially affected agents and customers.
Block agent calendars

Mark the affected and potentially affected agents unavailable for the selected period to avoid assigning any further tasks.
Enforce compliance checks for agents

Require agents to participate in a compliance survey before starting work on the task and before completing the work order task to check whether they have taken proper precautions based on the recommended safety protocol guidelines.
View data with Covid-19 impact

View task, agent, and asset locations on a map that shows the COVID-19 impact.

Predictive analytics: Work order insights

Resolve work orders more efficiently by using Predictive Intelligence for Field Service Management to identify work orders with similar issues. Each group of similar work orders represents a work order trends topic.

Example: Predict Parts and Job Duration

A dispatcher needs to identify required parts and estimate job duration accurately without manually reviewing historical records. Predictive Intelligence analyzes historical work order data and asset history to predict required parts and job duration, giving dispatchers the information needed to schedule jobs accurately.

Step	Actor	Action
1	System	Creates work order
2	System	Analyzes historical data and asset history
3	System	Identifies required parts and estimated duration
4	Dispatcher	Reviews predictions
5	Dispatcher	Reserves parts
6	Dispatcher	Schedules job with accurate timing

Key benefits

Using work order trends topic has the following benefits:

Increase manager productivity: Quickly identify clusters of cases that point to similar underlying issues and act to resolve them.
Improve agent experiences: Proactively resolve issues by analyzing other work orders in the topic.
Enhance operational efficiency: Reduce the backlog of work orders by resolving several similar types of work orders at once.

System administrators train solution definitions to identify and cluster similar type of work orders. Managers use the Work Order Trends topic lists to analyze the backlog of work orders.

Related topics

View work order trends topics

title	Monitoring and analytics for Field Service Management
description	Manage, supervise, and monitor various managerial activities involved in Field Service Management, such as managing work order task assignments, approving agent time-off, workload, and others.The Emergency Exposure Management feature in Field Service Management helps identify field service agents and customers who may have visited an affected location. It helps find people who encounter an agent who has been classified as positive for a condition, such as COVID-19.Resolve work orders more efficiently by using Predictive Intelligence for Field Service Management to identify work orders with similar issues. Each group of similar work orders represents a work order trends topic.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/field-service-management/monitoring-analytics-fsm.html
release	australia
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	4
breadcrumb	ExploreField Service Management