---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Monitoring and analytics

# Monitoring and analytics for Field Service Management {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

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](https://servicenow-prod.fluidtopics.net/9B8oDTwGtU9sTH6KfKmsrw#fsm-contractor-management "Manage contractor work and service level agreements (SLA). With the ServiceNow Contractor Management application, connect, engage, and collaborate with third-party contractor companies and their staff to outsource the work order tasks.")

  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](https://servicenow-prod.fluidtopics.net/9B8oDTwGtU9sTH6KfKmsrw#exposure-management-for-agents "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.")

  Help identify Field Service technicians and customers who may have visited an affected location.
* [Predictive analytics: Work order insights](https://servicenow-prod.fluidtopics.net/9B8oDTwGtU9sTH6KfKmsrw#wo-trends "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.")

  Identify work orders with similar issues and proactively solve problems.
{#monitoring-analytics-fsm__ul_lpp_vwy_l3c}

## Field Service Contractor Management {#ariaid-title2}

Manage contractor work and service level agreements (SLA). With the ServiceNow Contractor Management application, connect, engage, and collaborate
with third-party contractor companies and their staff to outsource the work order
tasks.

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. Work order tasks are assigned to the contractor group's manager from the
contractor company. A group qualifies the assignment criterion based on the selected assignment group values, such as the external group, and its coverage area, skills, and product models.

The managers of these contractor companies use the [Contractor Portal](https://servicenow-prod.fluidtopics.net/cJsHZ8jqR5FVWYxVUxRfzA "Use Field Service Contractor Portal to manage work order tasks.") to review the assigned work order task details and
can choose to reject work on the tasks. If they accept the task, they can then reassign the tasks
to their contractor team members.

If the preferred assignment group is internal but no one in the internal group qualifies for
the assignment group criterion, then the system searches for a suitable external group to assign
the task to and vice versa.
**Zugehörige Konzepte**   

* [Configuring Contractor Management](https://servicenow-prod.fluidtopics.net/k5mLVpfvsRB~Pxc_1nY_VA "You can configure Contractor Management to set up interactions with contractor companies and their managers and agents.")
* [Contractor Portal](https://servicenow-prod.fluidtopics.net/cJsHZ8jqR5FVWYxVUxRfzA "Use Field Service Contractor Portal to manage work order tasks.")
* [Contractor dashboard](https://servicenow-prod.fluidtopics.net/KAjrNoEbgw6wICP2goF3bQ "Use this dashboard to review the status of work order tasks, agents, agent feedback, and appointments of contractor companies.")  
**Zugehörige Tasks**   

* [Activate Field Service Contractor Management](https://servicenow-prod.fluidtopics.net/ux5nYAIKymxyV9AzMn4Bvg "Activate the Field Service Contractor Management plugin (com.snc.fsm_contractor_management) to use the Contractor Management application. This plugin includes demo data and activates related plugins if they are not already active.")

## Emergency Exposure Management {#ariaid-title3}

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.
**Zugehörige Konzepte**   

* [Use Emergency Exposure Management for Field Service agent monitoring and assignments](https://servicenow-prod.fluidtopics.net/jAPVy15Z6K9qZL75TYrB2g "Monitor the spread of infectious diseases by using Emergency Exposure Management to identify affected agents. You can also find agents and customers who might have been potentially exposed. You can view the compliance reports of agents and tasks.")

## Predictive analytics: Work order insights {#ariaid-title4}

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.

### Key benefits {#wo-trends__section_yxc_znh_y5b}

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.
{#wo-trends__ul_o45_ytj_xnb}

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.
**Zugehörige Tasks**   

* [View work order trends topics](https://servicenow-prod.fluidtopics.net/FUL8_E_IqUX~PV9t99tm4Q "Analyze the backlog of support work orders and identify clusters of work orders that point to similar underlying issues by using Predictive Intelligence for Field Service Management.​")