List of ServiceNow Field Service Management Customers
ServiceNow
2225 Lawson Lane,
Santa Clara, 95054, CA,
United States
Santa Clara, 95054, CA,
United States
1 408-501-8550
Professional Services
29187
$13.3B
Since 2010, our global team of researchers has been studying ServiceNow Field Service Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Field Service Management for Field Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Field Service Management for Field Service Management include: Carrefour, a France based Retail organisation with 234750 employees and revenues of $101.16 billion, Bell, a Canada based Communications organisation with 40390 employees and revenues of $24.41 billion, Xerox Holdings, a United States based Professional Services organisation with 26300 employees and revenues of $6.22 billion, Zoom Communications, a United States based Professional Services organisation with 7438 employees and revenues of $4.87 billion, Unibail Rodamco Westfield, a France based Construction and Real Estate organisation with 2316 employees and revenues of $3.75 billion and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Field Service Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Field Service Management customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AGFA HealthCare | Professional Services | 4819 | $1.2B | Belgium | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2016 | n/a |
In 2016, AGFA HealthCare implemented ServiceNow Field Service Management to centralize Field Service Management workflows and contract administration. The deployment emphasized Contract Management, Field Service operations, and Configuration Management as core functional areas, with project leadership based in Mortsel beginning in January 2016 and continuing under the same program oversight.
ServiceNow Field Service Management was configured to support contract entitlements, work order lifecycle orchestration, scheduling and dispatch for field teams, and configuration item tracking tied to configuration management processes. Configurations included role based access for technicians and contract administrators, work order templates, and service level alignment to contract terms, reflecting typical Field Service Management capabilities for orchestration and operational control.
Rollout followed a project managed, phased approach across field operations and contract management groups, establishing centralized administration in ServiceNow and standardized workflows for service requests, dispatch, and configuration governance. Governance concentrated on aligning work order processes to contract entitlements and configuration records, enabling consolidated operational oversight of field service and contract functions.
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Bell | Communications | 40390 | $24.4B | Canada | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | Ateko Bell Canada |
In 2022, Bell implemented ServiceNow Field Service Management as a core component of its Field Service Management strategy to centralize and modernize nationwide telecom service operations. The deployment is part of a broader adoption of the ServiceNow AI Platform and spans field service orchestration, customer portals, and order management to support both consumer and enterprise product lines.
The implementation includes a dedicated portal for field engineers and a CRM portal servicing 22 million customers, and consolidates 26 distinct applications onto a single ServiceNow platform. ServiceNow Field Service Management was configured to provide a consistent record of every service interaction, machine learning predicted job duration, AI driven coaching, Virtual Repair capabilities, and centralized dispatch orchestration to optimize routes and scheduling for technicians.
Architecturally the program unifies data and operational flows across thousands of data silos, with Service Bridge and the Telecommunications Service Management product used to accelerate delivery and interoperate with enterprise customer clouds and the AWS marketplace. Integration patterns emphasize native ServiceNow connectors and platform centric APIs to streamline sales and order management workflows, and to enable orchestration between central management and distributed field crews operating 24 7.
Governance and rollout were organized through a center of excellence model led in partnership with Ateko Bell Canada, combining vertical specialists and platform owners to govern configurations, agentic AI capabilities, and staged rollout of portals and automation. Process changes focused on standardizing escalation paths, automating dispatch related tasks, and democratizing IT capabilities for business stakeholders to enable rapid MVP cycles and product launches.
Explicit outcomes and operational metrics reported include a targeted 90 percent reduction in dispatch related actions, optimization of more than two million jobs through ML predicted durations, AI driven coaching supporting 180,000 calls, management of over 500,000 customers with AI powered Virtual Repair, deflection of approximately 3 million customer support calls annually, and annual savings exceeding one million dollars on in house support calls through technician self serve chatbot usage.
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BetMakers Technology Group | Leisure and Hospitality | 500 | $91M | Australia | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | n/a |
In 2022, BetMakers Technology Group began rolling out ServiceNow Field Service Management to formalize field operations for its network of betting terminals. ServiceNow Field Service Management was initiated as a phased deployment, beginning in New Jersey, and is part of a broader ServiceNow footprint that includes Customer Service Management and IT Service Management.
The implementation configures ServiceNow Field Service Management alongside ServiceNow Core Asset Management and the Configuration Management Database to provide a single operational view of terminals, spare parts, and consumables. Functional capabilities implemented include technician dispatch and scheduling, digital work logs capturing time on job and parts changes, asset inventory visibility, and planned resource allocation based on service history and time of last service.
Integrations link the ServiceNow platform to incident and escalation tooling, with IT Service Management connected to Opsgenie for automated alerting and to collaboration and case notification channels via Zoom Phone, Jira, and Slack, configuration and integration work delivered with support from partner TCloud. Operational coverage focuses on racetrack and on-site technician activity in the US and Europe, with a phased geographic rollout planned across additional US states and into Central and South America, and consideration of ServiceNow Sourcing and Procurement Operations to improve supplier stock replenishment.
Governance changes centralized customer and asset data into a single source of truth, simplifying escalation workflows and regulator reporting for incidents and platform availability. Explicit outcomes reported from the combined ServiceNow deployments include a 72% reduction in average resolution times for customer issues, a 32% increase in customer satisfaction score, a 24% reduction in IT costs through tool consolidation, a 100% increase in self-service resolution, and maintenance of employee retention despite rapid support team growth.
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Carrefour | Retail | 234750 | $101.2B | France | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | n/a |
In 2022, Carrefour implemented ServiceNow Field Service Management as the core of a Click & Repair computerized maintenance management system to accelerate in-store and warehouse maintenance workflows. Carrefour ServiceNow Field Service Management was positioned to support store operations, maintenance and facilities management across its hypermarkets, supermarkets and warehouses, delivering a mobile-first workflow for frontline teams.
The implementation configured a mobile Click & Repair application that uses QR code asset tagging to capture serial numbers and asset context at the point of discovery, and then automatically creates and routes work requests. Functional modules and capabilities include mobile asset identification, automated ticket creation, intelligent automation and assignment rules driven by the ServiceNow Automation Engine, SLA-aware dispatch logic, and technician work packages that surface contextual information to reduce diagnosis time.
ServiceNow Field Service Management in this deployment is integrated with ServiceNow Customer Service Management to provide end-to-end case handling and to facilitate contractor escalation and coordination. The rollout covers all in-store technical and security assets and extends to warehouse sites, with frontline use in the shop floor, petrol station and carpark environments. Carrefour is also working to replicate the model for cleaning workflows and is evaluating expansion to IT equipment and additional countries and franchise partners.
Governance and process changes include formalized SLA callout windows, engineers must service a freezer unit within two hours or four hours for chillers and refrigerators, and tighter monitoring of service providers through standardized contractor workflows and centralized visibility. Explicit outcomes reported include significant improvement in repair times for stores, quicker more focused repairs that limit customer disruption, improved NPS with employees described as very satisfied, and reduced administrative effort when generating requests and locating contractors. This deployment establishes a platform for further digitization and simplification of Carrefour maintenance and operational applications.
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Flinders University | Education | 2298 | $477M | Australia | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | Enable Professional Services |
In 2022, Flinders University implemented ServiceNow Field Service Management as its Field Service Management platform to unify customer service and campus field operations across its metropolitan and regional sites. The deployment targeted a university population of over 2,200 staff and addressed disconnected request intake, manual multi-system workflows, and limited visibility across three metropolitan campuses and multiple rural and remote facilities. ServiceNow Field Service Management was deployed alongside ServiceNow Customer Service Management and IT Service Management to create a single operational platform for tracking end-to-end request lifecycles.
The implementation configured ServiceNow CSM and ITSM workflows to intake and route requests across 20 business areas, while ServiceNow Field Service Management handled dynamic scheduling, planned maintenance programs, and reactive work orders. Asset data was centralized in the ServiceNow Configuration Management Database, enabling both CSM and FSM to reference a single source of truth for approximately 24,000 managed assets. The university also extended the ServiceNow mobile platform with Toolbox, a bespoke application built with Enable Professional Services to manage occupational health and safety checklists, contractor registration, site check-in, and mobile task updates.
Integrations within the ServiceNow suite included CMDB connectivity to CSM and FSM, automated survey triggers on case closure, and workflow links into procurement and contract tracking modules, replacing spreadsheet-based tracking for contract milestones. Operational coverage included campus operations, facilities, property and development, IT, education and research support functions, with ServiceNow handling about 35,000 cases annually and 75% faster cycle times on selected services. Since going live the institution has recorded 130,000 cases over three years, nearly 2,000 maintenance plans, and approximately 70,000 work orders processed through the platform.
Governance and process restructuring focused on workflow automation, centralized case status visibility, and role-based mobile access for technicians and contractors to enforce safety and compliance requirements. The mobile Toolbox app registers over 1,700 contractors, automates certification and insurance checks, delivers required inductions, and notifies responsible staff when contractors arrive on-site. Enable Professional Services served as the implementation partner to configure the mobile app and align ServiceNow workflows with university health and safety policies.
Documented operational outcomes include a reduction in average cycle time to complete a cleaning case by 75% to four days, caretaking case closure in four days instead of 11, and bin-emptying tasks completed 47% faster. Technicians adopted the ServiceNow mobile interface to view real-time task status and update incident details in the field. Flinders is planning to extend its ServiceNow footprint to include hardware and software asset management to leverage the existing CMDB and standardized service workflows.
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Banking and Financial Services | 2507 | $1.2B | United Kingdom | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2020 | n/a |
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Distribution | 203 | $184M | United Kingdom | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | n/a |
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Professional Services | 3000 | $330M | Germany | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | n/a |
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Retail | 1509 | $500M | France | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2019 | Devoteam |
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Communications | 2500 | $507M | United Kingdom | ServiceNow | ServiceNow Field Service Management | Field Service Management | 2022 | n/a |
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Buyer Intent: Companies Evaluating ServiceNow Field Service Management
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating ServiceNow Field Service Management. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating ServiceNow Field Service Management for Field Service Management include:
- Uber, a United States based Transportation organization with 31100 Employees
- Ace Data Centers, a United States based Professional Services company with 15 Employees
- Dhandhania Infotech India, a India based Professional Services organization with 800 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD ServiceNow Field Service Management Coverage
ServiceNow Field Service Management is a Field Service Management solution from ServiceNow.
Companies worldwide use ServiceNow Field Service Management, from small firms to large enterprises across 21+ industries.
Organizations such as Carrefour, Bell, Xerox Holdings, Zoom Communications and Unibail Rodamco Westfield are recorded users of
ServiceNow Field Service Management for Field Service Management.
Companies using ServiceNow Field Service Management are most concentrated in Retail, Communications and Professional Services, with adoption spanning over 21 industries.
Companies using ServiceNow Field Service Management are most concentrated in France, Canada and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of ServiceNow Field Service Management across Americas, EMEA, and APAC.
Companies using ServiceNow Field Service Management range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 29.41%, large organizations with 1,001-10,000 employees - 52.94%, and global enterprises with 10,000+ employees - 17.65%.
Customers of ServiceNow Field Service Management include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified ServiceNow Field Service Management customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Field Service Management.