Which practice does ServiceNow recommend to improve FSM success by addressing the people operating the technology?

Which practice does ServiceNow recommend to improve FSM success by addressing the people operating the technology?

• A. Organizational Change Management
• B. Stakeholder Engagement
• C. ITIL Change Advisory Board
• D. Risk Management

Answer: (A)

People adopting and operating the field service technology determine FSM success, so Organizational Change Management is the practice that targets this human side. It covers preparing users (technicians, dispatchers, supervisors), building sponsorship from leaders, delivering training, and creating communication and readiness plans to help people embrace new workflows and tools. By focusing on adoption, behavior, and acceptance, OCM reduces resistance and accelerates realizing the value of ServiceNow FSM. Stakeholder engagement is valuable, but it’s a part of broader change efforts and doesn’t by itself drive daily adoption. The ITIL Change Advisory Board centers on governance and approvals for changes, not on how people use the system. Risk management focuses on identifying and mitigating risks, not specifically on enabling users to operate the technology effectively.

People adopting and operating the field service technology determine FSM success, so Organizational Change Management is the practice that targets this human side. It covers preparing users (technicians, dispatchers, supervisors), building sponsorship from leaders, delivering training, and creating communication and readiness plans to help people embrace new workflows and tools. By focusing on adoption, behavior, and acceptance, OCM reduces resistance and accelerates realizing the value of ServiceNow FSM.

Stakeholder engagement is valuable, but it’s a part of broader change efforts and doesn’t by itself drive daily adoption. The ITIL Change Advisory Board centers on governance and approvals for changes, not on how people use the system. Risk management focuses on identifying and mitigating risks, not specifically on enabling users to operate the technology effectively.