Facilities Service Management overview
The Facilities Service Management application lets users
request changes to the operation and maintenance of your
facilities. The facilities staff can then track these requests and
make the necessary changes.
The Facilities Service Management application offers the
following benefits:
Indicates the location of a facility request so the facilities
team knows exactly where users encountered the issue.
Identifies configuration items (CIs) for each facility
request so you know which items in your infrastructure are
also impacted.
Allows any user in the system to view all open facilities
requests. Users can see the facilities issues that have already
been reported before they submit a new request.
Facilities service management process
The facilities administrator creates the campus and configures
the application with workflow, agent assignment, and other
considerations. Employees 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
the needs and requirements for your organization.
2. A facilities administrator creates the 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 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 facilities 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.
Space management
The concept of space is part of the Facilities Service
Management application. Space provides a definition at all
levels with the same unit measure, and presents metrics that
are readily available for analysis. These metrics include
occupancy percentage, total space available, and so on.
The additional benefits of space management include:
Ability to forecast future space requirements
Simplification of the charge back process
Space analysis for actual and planned use cases
Addition of zones for creating different collections of
spaces
Space hierarchy
A natural hierarchy models all the spaces of your
organization. You can use this information to determine how
effectively you are using your facilities space. The hierarchy
from top to bottom is campus, building, level (floor), and
space.
You can create types of spaces as needed. New space
definition tables extend the table. Be sure to set the proper
ACLs. The following graphic depicts how tables are related to
one another. Space table hierarchy
Space roll up calculations
The Facilities Service Management application can roll up
occupancy, area, and usage information from lower to higher
levels in the space hierarchy. Roll ups are spaces designated
as available for occupancy. The occupancy values from that
space roll up to the level above them.
When you designate a space as available for occupancy, you
can also specify the maximum occupancy. Depending on the
actual occupancy, a percentage appears to show how much
space is available. A script include modifies the roll-up
calculations. Available for occupancy selected and dependent
fields
The values that roll up are:
Occupancy
Max occupancy
Assignable area
The percent occupied calculation takes place based on the
current and max occupancy values.
Associated users
You can assign users to more than one location, with a
primary location.
Assign employees a primary location. A business rule ensures
that an employee can have only one primary location.
Employees that travel between campuses can have an
assigned space on each campus. The
[fm_m2m_user_to_space] table stores these records. Adding a
user automatically updates the current occupancy and
availability status of the space and performs the percent
occupied calculation.
Note: Space becomes available when a user becomes inactive.
Associated departments
You can assign spaces to more than one department for cost
allocation and reporting purposes.
The Associated Department [fm_m2m_department_to_space]
table extends the FM space table, containing the relationship
of departments and percentage ownership. A percentage
automatically calculates after setting the weight for each
department. A business rule sets the percentages based on
weight so that the sum of percentages equals 100%.