In August 2026, ServiceNow will be expanded to support Washington University’s Enterprise Physical Operations (EPO) Medicine and Danforth. WashU already leverages the ServiceNow platform for technology ticketing and asset management. WashU EPO will adopt the ServiceNow Field Service Management (FSM) module to centralize and streamline operations, enabling efficient management of maintenance requests, work orders, assets, and preventive maintenance within a single platform.
Go Live Date:
On August 10, Enterprise Physical Operations (EPO) will be transitioning to the ServiceNow Field Service Management (FSM) Module.
Who This Impacts:
- Access Control
- Business Operations
- Campus Engineering
- Environmental Services
- Facilities Engineering
- Grounds
- Mail and Receiving
- Utility Operations
How Work Flows:
- Customer Requests: Customers will still reach out via phone, email, or they can submit a request through the ServiceNow self-service portal.
- CSR Role: Our Customer Service Representatives support will continue.
The Mobile Experience (In the Field):
- The App: You will manage your day-to-day tasks via the ServiceNow Mobile Agent app.
- Real-Time Sync: Any updates you make in the field are visible to the CSRs.
- Functionality:
- Access: View work order details and Preventive Maintenance (PM) tasks directly on your device.
- Offline Mode: The app is designed to work even if you are in a dead zone with no wifi or cell service.
- AI Tools: Built-In AI will help you quickly summarize long work order histories and help draft your close-out notes to save you time on documentation.
- Tracking Time: You will track the amount of time you spent working on a work order task.
Training and Support:
- Hands-On Learning: WashU IT will follow up with training announcements in the coming days. In-person training will run from late July through early August. This will be scenario-based, so you can practice on the app before we go live.
- Ongoing Resources: You will have access to microlearning videos and quick-reference guides.
- On-Site Support: We will equip WashU IT Support with the knowledge to assist you when FSM is launched.
- Service Now Field Service Management (FSM) Project Webpage: WashU IT has created a support website for further information for WashU EPO clients. For more details, visit the ServiceNow Field Service Management (FSM) Project Webpage.
Have questions? Email or call us.
For urgent issues, please call us at 314-933-3333.
We appreciate your patience as we enhance our services.