Facilities service management process

After the facilities administrator creates the campus and configures the application with workflow, agent assignment, and other considerations, your employees can make facilities and move requests that are tracked to specific locations anywhere on the campus.

The Facilities Service Management process is as follows:
  1. A ServiceNow administrator activates and configures the Facilities Service Management application according to your organization's needs and requirements.
  2. A facilities administrator creates your organization's campus and configures the spaces and assets contained within.
  3. Users submit facilities requests.
  4. Facilities staff qualify facilities requests; which is the process of checking that the information in the request is complete, so facilities tasks can be assigned.
  5. Administrators organize requests into tasks that need to be done before the request is complete, and dispatch those tasks.
  6. Facilities staff members perform the tasks necessary to fulfill the request.
  7. The assigned facilities staff members close their tasks, allowing the request to be closed.
Be sure to identify people within your organization that can be assigned the following facilties roles:
facilities administrator
Creates and modifies all campuses, building, floors, rooms, and floor plans. They can also qualify and dispatch requests.
facilities staff
Performs the work necessary to answer facilities requests.
facilities dispatcher
Schedules and assigns the tasks to facilities staff.