--- title: "Field service management (FSM): what it is | attendo" description: "What field service management (FSM) is, its four pieces, the metric that sums it up and why starting with route optimization is usually the wrong first step." url: "https://attendo.me/en/glossary/field-service-management" lang: "en" --- # Field service management: what it covers and where to start Also known as: FSM Field service management is the management of technical work that happens outside the office: planning who goes where, doing the job, documenting it and closing it. ## The four pieces 1. **Planning**: assigning jobs to technicians by area, workload and skills. 2. **Dispatch**: making sure the technician gets the job with all the information needed. 3. **Execution**: the app on site, with the equipment record, the checklist and the evidence. 4. **Closing and billing**: hours, materials, signature and the move to a delivery note. It is common to have the first in a spreadsheet, the second in WhatsApp, the third on paper and the fourth in another program. The value is in joining all four, not in fine-tuning one. ## The metric that sums it up The share of [service reports](https://attendo.me/en/glossary/service-report) closed on the same day as the job. The longer a report takes to close, the later it gets billed and the less anyone remembers what happened. ## The usual mistake Starting with route optimization. It sounds advanced and adds little if service reports still arrive on Friday. First, closing on site; then, routes. ## In attendo [attendo Field Service](https://attendo.me/en/field-service) joins the four pieces: the ticket creates the work order, the service report and the delivery note. The [app](https://attendo.me/en/modules/mobile-app) closes jobs on site, and Field Radar proposes the day’s dispatch, which a person approves. - [attendo Field Service](https://attendo.me/en/field-service) ## Where it is used in attendo ### Modules - [Mobile app and Field Radar](https://attendo.me/en/modules/mobile-app): The service report on your phone, offline, and a map of who can go - [Scheduling and calendar](https://attendo.me/en/modules/calendar): The team’s schedule, based on each person’s real working hours - [attendo Checklist](https://attendo.me/en/modules/checklists): Inspections with photo, signature and location, closed on site - [Appointments and online booking](https://attendo.me/en/modules/online-booking): Appointments your agent proposes or customers book, on the real schedule ### Industries that use these modules - [HVAC and refrigeration](https://attendo.me/en/industries/hvac) - [Elevators and escalators](https://attendo.me/en/industries/elevators) - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance) - [IT services and MSPs](https://attendo.me/en/industries/it-services) - [And any other business](https://attendo.me/en/industries) ## Related terms Field work ### Service report Job sheet · field service report A service report is the document that records what the technician did on a job: tasks, time, materials, notes and evidence. Field work ### First-time fix rate FTFR The first-time fix rate is the percentage of jobs resolved without having to go back. Field work ### Inspection checklist Maintenance checklist An inspection checklist is the list of checks carried out during an inspection, with its record and, where needed, its signature. [See all 53 glossary terms](https://attendo.me/en/glossary) ## Shall we look at it with your data? We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)