Field service glossary
Key terms for field service and field service management explained in two sentences each.
- FSM (Field Service Management)
- Service ticketing
- Service work order
- Work order report
- Video assistance
- CMMS
- SLA
- VGP
- Knowledge Management
Service ticketing
Service ticketing consists of recording each customer request as a ticket, complete with its history. Each ticket is then tracked until resolution; at Kolus, ticketing also includes video assistance.
Service work order
A service order describes the work to be performed at the client site, such as the location, equipment, and scheduled tasks. The client then signs it at the end of the service call.
Work order report
A work order report details what was done, including the identified problem, the actions taken, and the parts used. It serves as a record for the client and a basis for billing.
Video assistance
Video assistance allows an expert to view the breakdown remotely using the customer's or technician's camera. It is used to diagnose before dispatching, or to resolve without a dispatch.
CMMS
CMMS, or computerized maintenance management system, organizes internal equipment maintenance for a site. It is designed for those who operate machines, whereas field service software is for those who sell, rent, or maintain them for their clients.
SLA
An SLA, or Service Level Agreement, is a commitment to a client regarding a specific timeframe, for example, for responding or taking action. It is then monitored on a contract-by-contract basis.
VGP
A VGP, or periodic general inspection, is a mandatory regulatory check for certain equipment, particularly lifting devices. It occurs at fixed intervals and must therefore be tracked.
Knowledge Management
The knowledge base brings together technical documentation and a company's troubleshooting guides. It allows a technician to find an answer without needing to contact an expert.
