Project Overview

This project replaces two distinct, heavily customized software systems currently used by the School of Medicine and the Danforth Campus Enterprise Physical Operations (EPO) teams.

By moving both campuses to a single solution, the Field Service Management (FSM) module on the ServiceNow platform, WashU will step away from outdated software that is increasingly difficult to maintain and nearing the end of its support lifecycle.

Project Objectives

There are three main objectives for this project:

  • To ensure everyday work stays on track by safely moving maintenance data to FSM, ensuring data is flowing inbound to FSM and outbound to connecting applications, and training staff members before the launch.
  • To lower costs and boost efficiency by aligning EPO teams’ processes, eliminating duplicative work, and eliminating the need for multiple software tools.
  • To protect university information by replacing old software tools, which reduces the risk of security issues and data mistakes.

What does this mean for WashU?

EPO Teams: Maximo and Crystal Reports on the Danforth Campus and Legacy ServiceNow on the Medical Campus will be completely replaced by FSM. Through FSM, work order tasks, preventative maintenance tasks, and assets will be managed. FSM will provide leadership with access to reporting dashboards for trending data. People working in the field will use a mobile app to view their assigned tasks, indicate when they have started a task, and enter work notes.

Customers: Customers will report issues or make requests via phone, email, or the ServiceNow self-service portal (servicedesk.washu.edu). Customers will no longer be able to report issues or make requests through Maximo or the Legacy ServiceNow (wusm.service-now.com).

Project Timeline

Resources

Training resources are actively being created. Once completed, the resources will be available on the ServiceNow Resources for Fulfillers webpage, in a Field Service Management (FSM) section.

FAQs

Will all zone members receive a notification for a high-priority issue?

Yes.

What happens when multiple customers report the same issue?

The customer service representatives (CSRs) will be responsible for identifying duplicates and canceling them.

Is travel time allocated to a work order?

This will be determined by leadership in the near future.

How will FSM know when someone is off work for the day?

The CSRs will know work schedules based on calendars.

Are multiple people able to allocate time on the same work order?

Yes, anyone who spends time on a work order can record their time directly in the work order task.

Can a closed work order be reopened?

No, once a work order is closed, it cannot be reopened. A new work order would need to be created.

Are the Danforth Campus work orders assigned to working supervisors first?

No, a CSR can assign a work order task directly to a mechanic/technician. If the CSR does not know whom to assign the work order task to, they would assign it to a manager.

For any other questions, contact the project team.