Meet ServiceNow Joey: The Guru for Field Service Management

Welcome to the first installment of ServiceNow Joey! 

Hi, I’m Joey, and no, I’m not a kangaroo. 

I’m launching a new blog series that spotlights ServiceNow as a platform so we can explore how it’s evolved from being IT Service Management (ITSM)-centric to one of the most widely-used platforms for both IT and CRM. 

With a name like ServiceNow Joey, I have to have the experience to back it up. 

And I do. 

In this first post, I’m sharing my journey of transitioning from ITSM and process improvement to being considered (by some!) as the guru for Field Service Management (FSM). As a ServiceNow partner, I’m excited to share what I know with you.

‍Exploring the ServiceNow Ecosystem

My ServiceNow story begins in 2010. During that time, I approached every implementation as a learning experience. 

My goal? Become a ServiceNow sponge and soak up as much information as I could. 

And not just about the platform, but the industry practices and processes that complemented it. 

I soon realized everyone in the ServiceNow world had their niche, their area of expertise. 

Some focus on ITSM, others on asset management, and so on. 

It wasn’t until a few years ago that my path took a different turn. I joined a company whose DNA is closely tied to FSM. 

Until that point, I was in the trenches of retail and telecom. But, as they say, change is the spice of life, so I dove headfirst into the FSM experience. 

‍Lessons from the Field

It didn’t take long for me to realize that every organization does FSM differently. 

Deciding if that’s a good or bad thing is subjective because it depends on the customer’s process and how they align with their business goals. 

However, it became clear early on that platforms don’t solve broken processes. 

It’s poetic and true. 

You could have the best technology in the world, but if your processes are weak and flawed, you’ll face challenges like:

• Poor customer experience and low Customer Satisfaction scores.
• Missed Service Level Agreements.
• Excessive truck rolls.
• Frustrated technicians and misaligned work capacity.

These issues weaken internal performance and lead to burnout, eroding employees' work-life balance.

This brings me to my next lesson, good FSM isn’t solely about the technology. It’s about the people and processes behind it. 

Your customers are a treasure trove of insights, and you’ll get rewarded when you take the time to listen to their pain points and understand their unique needs. 

When you do this, you’ll deliver a great customer experience and remain profitable. 

It’s a win-win in my book. 

‍Shaping the ServiceNow Guru Approach

So, how do you help organizations move from chaos to clarity?

I boiled my years of experience down into a simple and effective three-step approach so you can build stronger partnerships and transform your customers’ FSM.

‍1. Listen First

Fight your urge to jump straight into your solution without fully understanding the problem. 

Active listening unlocks success. 

Slow down and listen to understand, not merely to respond. 

‍2. Whiteboard, Prioritize, THEN Solution

Silos, competing priorities, and resistance to change plague most organizations, and to tackle these issues, I suggest:

• Starting with collaborative workshops to remove the silos and identify key pain points.
• Reaching an agreement with key stakeholders on what the minimal viable product (MVP) will look like and building the phased roadmap to get there and then expand beyond. 
• Emphasizing that the roadmap is a living document that’ll evolve. 

‍3. Focus on Outcomes, Not Outputs

When delivering specific features or tools, it’s easy to get bogged down, but the outcomes are your priority. For example:

• Are your customer satisfaction scores improving?
• Are your technicians spending more time problem-solving and less time dealing with inefficiencies?
• Is your organization achieving its profitability goals?

‍Why It Matters

FSM is more than managing technicians and trucks. It’s about creating seamless, scalable operations that benefit all parties, including customers, employees, and leadership. 

I’ve helped organizations transform their operations and unlock real value by using ServiceNow’s FSM capabilities and spending more time on process improvement.

Through these experiences, I’ve earned a reputation (and the nickname) as the ServiceNow Joey. 

I’ll never claim to have all the answers, but I can say, without hesitation, the keys to success are:

• Collaboration
• Active listening
• Outcome-oriented

‍What’s Next?

I’m just getting started. 

In future blogs, I’ll dig deeper into FSM challenges, share success stories, and share actionable advice to help you navigate your ServiceNow FSM journey. 

Until then, thanks for reading. 

See you next time!

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