---
title: Using Field Service Management
description: Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/use-fsm.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Field Service Management]
---

# Using Field Service Management

Use Field Service Management to manage work tasks performed on location. Match tasks to agents based on skills, geographic territory assignments, and available inventory. Collaborate between operations, field resources, and customers through mobile channels.

<table id="table_ukd_qhh_gfc" class="nav-card"><tbody><tr><td>

[Prepare work orders\[Omitted image "bus-automated-testing-framework.svg"\] Alt text:Prepare work orders to dispatch to Field Service agents.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/preparing-work-orders.md)

</td><td>

[Workforce\[Omitted image "bus-3-person.svg"\] Alt text:Set up schedules, territories, and crews for Field Service Management.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-manager-workforce/managing-workforce.md)

</td><td>

[Schedule and dispatch\[Omitted image "bus-workflow.svg"\] Alt text:Assign tasks, monitor agents, and keep track of equipment.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-scheduling/scheduling-and-dispatching-agents.md)

</td></tr><tr><td>

[Manage appointments\[Omitted image "bus-calendar.svg"\] Alt text:Book, reschedule, and cancel appointments for available services.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/appointment-booking/managing-appointments.md)

</td><td>

[Customer self service\[Omitted image "bus-personalized-self-service-portal.svg"\] Alt text:Allow customers to manage their own information and updates.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/customer-experience-for-field-service-management/customer-self-service.md)

</td><td>

[Complete work orders\[Omitted image "bus-it-leader.svg"\] Alt text:Track and manage the progress of work order tasks.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/completing-work-orders-on-the-web-interface.md)

</td></tr><tr><td>

 

</td><td>

[Complete work orders on mobile\[Omitted image "bus-mobile-phone.svg"\] Alt text:Manage Field Service work order tasks from anywhere.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/Use-mobile-app-fsm.md)

</td><td>

 

</td></tr></tbody>
</table>## Field Service Management using overview

The process for configuring Field Service Management includes:

-   [Prepare work orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/preparing-work-orders.md)

    Create and edit all work orders and work order tasks to agents that are a part of the team you manage. Assign ad- hoc service locations to update and verify service locations on demand.

-   [Managing workforce](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-manager-workforce/managing-workforce.md)

    Oversee agent schedules, manage resources, optimize territory coverage, and handle crew tasks and assignments to ensure efficient and effective coverage.

-   [Scheduling and dispatching work order tasks to agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/field-service-scheduling/scheduling-and-dispatching-agents.md)

    Assign work order tasks to agents, and track the work as it’s being completed on the work order tasks. Schedule and assign work order tasks to crew, or contractors as required by the work order task.

-   [Managing appointments](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/appointment-booking/managing-appointments.md)

    Book, reschedule, and cancel appointments for available services. Customers can view available appointment windows, make a selection, and book a service appointment from the service portal.

-   [Customer self service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/customer-experience-for-field-service-management/customer-self-service.md)

    Customers can manage their own information and updates. Give customers the ability to track the status of their work orders, view agent locations, and provide feedback.

-   [Completing work orders on the web interface](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/completing-work-orders-on-the-web-interface.md)

    Agents can use the web interface to accept or reject work order tasks.

-   [Completing work on the ServiceNow Agent mobile application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/Use-mobile-app-fsm.md)

    The Mobile Agent app is the most effective place for agents to interact with work order tasks.