How Field Service Management can help your customers

The Challenge

Field agents are typically the face of most organisations, yet for many businesses, those resources and their day-to-day duties have been overlooked when it comes to workflow optimisation.

Customer service centres and help desks are rarely aligned with the technicians responsible for addressing issues in the field, which can result in multiple calls, emails and at times, tickets or customer records being produced for a single incident or request.

This lack of process cohesiveness can hamper the productivity of those in the field, as well as negatively impacting your the customer satisfaction rating of your business.

The Solution

The ServiceNow Field Service Management (FSM) application helps organisations manage work tasks performed on location, with criteria such as skills, availability and geography (among others) able to be referenced when attempting to match an agent with an actionable task.

The application's dynamic scheduling capabilities optimise the assignment process, while its intuitive workflows and user-friendly design ensures it can easily operate alongside your ITSM and CSM functions.

The Field Service Management Workflow

With its connection to the ServiceNow business and service management modules, the Field Service Management application provides a single, connected platform.

Integration Options

Looking to create a work order request from a customer service case?

Integrating Field Service Management with ServiceNow's Customer Service Management (CSM) offering can do just that!

The ability to better manage deployments in the field can be done seamlessly with a Project Portfolio Management (PPM) integration.

FSM also provides highly configurable integrations for functions such as:

  • Workforce Management
  • Parts and inventory
  • Work order creation (from an external system)
  • Quoting
  • Cost and invoicing


One of the most reported challenges flagged by field users is (yep, you guessed it) mobile connectivity.

Even without an internet connection, users are still able to plan, work on and complete tasks.

Check out the video below to see how!


To learn more about how JDS can start your Field Service Management journey, contact our team today on 1300 780 432, or email [email protected].

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How Contract Management Can Help Your Customers


Contract Management

In the ServiceNow platform, contracts contain detailed information such as contract number, start and end dates, active status, terms and conditions statements, documents, renewal information, and financial terms.

Contract Management is active by default for all ITSM subscribers and was initially seen as a means of managing the following:

  • Software licensing
  • Certificates and their expiration
  • Asset fleet management

Contract Management and its usability continues to grow, with many organisations citing it as a solution for both IT and non-IT contracts, including:

  • Employee contracts, probation agreements, super annuation / 401K (HRSD)
  • Customer warranty and rental agreements (CSM)
  • Vendor and partnership documents (ITBM & VRM)

Value Propositions

By choosing to utilize the Contract Management application, your organization will be able to:

  • Reduce risk by utilizing a contract lifecycle management (CLM) solution.
  • Enhance your asset management capabilities by linking contracts to your CMDB.
  • Leverage a single platform to manage contracts both within and outside of your service management ecosystem
  • Improve operational efficiency via document and signature digitization

Improve End User Satisfaction

  • Submit contracts via both the Desktop and mobile interfaces
  • Expedite your signatory process by integrating with Adobe Sign
  • Reduce physical storage requirements by housing your contracts within ServiceNow
  • Create repeatable processes thru workflow automation and the use of contract template documents

Configure eSignature Capability

One of the many perks of managing your organization’s contracts through the ServiceNow platform, is its ability to seamlessly integrate with enterprise-grade eSignature products, specifically, DocuSign and Adobe Sign.

Both DocuSign and Adobe Sign have collaborated with ServiceNow to create Integration Spokes for their respective products.

The pre-packaged workflows, roles and connectors make the initial configuration of these products a streamlined and enjoyable experience, with the added benefit of both vendors providing technical support if required.



To learn more about how JDS can optimize your customer's contract lifecycle management, contact our team today on 1300 780 432, or email [email protected].

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Five ways your business may benefit from expert IT support

If you already have a stellar in-house technical team, why should you look for expert IT support? There are many advantages to seeking external advice and assistance when it comes to your IT infrastructure and management. Here are five ways your business may benefit from expert IT support:

1. Bring a niche capability to your existing IT team

Perhaps you need a specialist capability for only a few months, or a couple days a week. Whether it’s for a short-term period or a part-time basis, bringing a niche capability or skillset into your team can have immediate and lasting benefits for your organisation. Engaging expert IT support allows you to add new skills and knowledge to your team, without needing to go through an extensive recruitment process.

2. Ease the burden of IT maintenance so you can focus on business services

Meeting the best practice standards for IT management and system monitoring is a time-consuming, exhaustive process. On a given day, the IT team within your business may be tasked with:

  • Product Support
  • Licensing
  • Onboarding/Offboarding
  • Product upgrades
  • EOL Support
  • Small Enhancements
  • Product administration

With the assistance of external support, these tasks can be taken care of, allowing your internal team to have more time to be innovative and develop new solutions for your business.

3. Get a neutral perspective on your IT

Corporate IT teams are constantly under the pump, meeting the day-to-day needs of their business while also working on new projects to enhance their services. At times, it can be difficult to see the forest for the trees, and getting a neutral, external perspective from an expert can make all the difference. A fresh pair of eyes on your IT infrastructure and processes can bring new ideas to the table that will improve efficiency, cut down on unnecessary processes, and nurture creativity within your team.

4. Increase the visibility of your IT services

One of the most critical benefits expert IT support can provide is a significant increase in visibility of all your systems and applications. By increasing the executive’s visibility into all your IT services, you can immediately identify when and where things are going wrong, and fix them quickly before they impact your users. You also have access to highly available and capable support consultants to assist with any issues, should they arise.

5. Enhance your service capability

Ultimately, whether you hire long-term external support or temporary managed services, the benefits of bringing a fresh perspective, new skills, and better visibility into your team have a lasting impact. By using the resources and unique expertise of external support, you can enhance your business’s service capability and provide a better experience for your consumers.

JDS provides expert IT support that achieves all of these goals. Based in Melbourne, with a fully local Australian staff, our support team provides ongoing support for several major businesses throughout the country, including long-term on-site support. Our consultants resolve most support calls without needing to escalate to a vendor, but they are also able to raise tickets with any of our premier partners on your behalf and ensure our customers are given top priority.

We provide several tiers of support and can customise based on the needs of your business. Get in touch with us today using the contact form below, or call us on 1300 780 432 to discuss how our expert IT support team can benefit you.

Contact Form

By clicking this button, you submit your information to JDS Australia, who will use it to communicate with you about this enquiry and their other services.

Contact Details

Phone (Australia): 1300 780 432

Phone (International): +61 (0)3 9639 3288

ABN: 88 471 933 631

GPO Box 4777
Melbourne VIC 3001

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Recent success stories


Digital Operations Management: Turn signals into real-time insight and action to mobilise teams, resolve disruptions, and deliver high-performing digital services.


Integrate machine data with human intelligence

PagerDuty arms organisations with powerful real-time context and automation to accelerate resolution times and delight customers. The PagerDuty platform harnesses digital signals and applies machine learning to get the right data in the hands of the right people at the right time. Teams are empowered to quickly mitigate threats as well as action opportunities.

The digital operations management platform

The PagerDuty Digital Operations Management Platform gives organisations the actionable insights they need to turn data into opportunity across every operational use case—including DevOps, ITOps, Security, Support, and beyond. Resolve and prevent issues, improve customer and employee retention, and gain back time for innovation.

Why PagerDuty?

Connect your data

Connect any tool in minutes with self-service integrations to visualise and action data

Automate events

Make relevant context accessible when it’s needed most with automated escalations and flexible workflows

Empower Agile teams

A team-oriented experience helps teams mobilise fast and understand service impact rapidly

Resolve and prevent issues

Drive response times down to seconds and reduce resolution times to boost productivity

Analyse and learn

Learn from postmortems and gain actionable insights across system and team health

JDS capabilities with PagerDuty


Setup of the platform and integration with your existing environment is integral to successful deployment of PagerDuty. With JDS experience, your organisation can hit the ground running and build with best practices. More than 200 out-of-the-box integrations in PagerDuty and the support of JDS will help you build custom integrations that ensure your use of PagerDuty is maximised.

Workflow automation

JDS can help your organisation interface and deal with the large volumes of data and eventing as a result of integrating your tools into PagerDuty. The centralisation of data and eventing allows you to define new workflows for event management and incident response, as well as automation where valuable. JDS consultants are skilled in identifying these opportunities and quickly implementing valuable solutions in PagerDuty.

Best practice

PagerDuty incident response notifies the right people in your team immediately so they can quickly assess, triage, and resolve issues when they occur. Implementing this tool with the expert assistance of JDS consultants—who leverage their cross-industry experience to knowledge of ITSM and ITOM—will ensure you meet SLAs and best practice standards for IT management.

DevOps support

JDS applies Continuous Integration and Continuous Delivery principles to software delivery and use this experience to uplift the DevOps capabilities of your organisation. Effective delivery-lifecycle shortening is the primary goal and is achieved with PagerDuty’s positive impact to communication and efficacy of defect/incident management. DevOps teams are also given more opportunity to grow and innovate when application and infrastructure issues are resolved quickly.

Enterprise enhancement

JDS is partnered with AppDynamics (Application Performance Management), Splunk and ServiceNow (IT Service Management). These partnerships will ensure that your journey with PagerDuty is supported by broader, cross-product knowledge and business acumen. JDS consultants come as skilled practitioners in these products and regularly support IT Operations, NOCs, and DevOps teams to improve on organisational agility, performance, and uptime.

Why choose JDS?

JDS is the leading PagerDuty integrator in Australia and a solutions partner of AppDynamics, Atlassian, Micro Focus, ServiceNow, and Splunk. We provide local, skilled, and responsive services to support IT projects and operations. Bringing together expert services, the latest technology, and best practices, JDS achieves improved IT outcomes for businesses. We do this by giving independent advice, providing training and ongoing support, and implementing IT testing, monitoring, and management solutions.

Our PagerDuty stories

ServiceNow Choice List Dependencies

ServiceNow offers a handy little feature on forms that use choice lists. The values populated in one field can determine the values in another. This is setup quite easily using field dependencies. Below is a simple example to illustrate. The values that will be populated in the ‘Model’ field are dependent on what is selected in ‘Make’.


This is really easy to setup in forms (see below), but is much more difficult in catalog items. The remainder of this article will provide a quick overview of achieving the same functionality in a catalog item.

Setting Up Field Dependencies (Forms)
The first thing you need to do is setup the field dependencies. To do so, right click the dependent field, in this case ‘Model’ and select the ‘Advanced view’. This will show the ‘Dependent Field’ tab. Check the ‘Use dependent field’ box and select the dependent field to the parent field, in this case ‘Make’.

Back on the form, all you need to do is set a value in the parent field, in this case ‘Make’. Once you have done this, right-click the dependent field, in this case ‘Model’ and select ‘Personalize Choices’.

This will take you to the form below. Notice that the value of the Make field is populated in the top left hand corner. At this point you can add/select the values you need to display in the ‘Model’ field as you would for any choice list. In this example, it is tying the values to only be visible if the parent ‘Make’ is set to ‘Mazda’.


That’s it, you’re done!!!
Just for reference, these values are stored in the System Definition > Choice Lists table (sys_choice).


Setting Up Field Dependencies (The Catalog)
Now, onto catalog items. Without going too much into how the catalog works, a catalog item or record producer refers to fields to be populated as variables. Continuing on from the example above, the ‘Make’ variable (parent) can simply be a ‘Select Box’ of the possible vehicles.


Similarly, you can populate the ‘Model’ field (dependent) to also be a ‘Select Box’ of the possible models. It really doesn’t matter what table you set this to, as long as it is a ‘Select Box’, but it’s better to choose something suitable.


Now for the fun part. To mimic the same behaviour in a catalog item you need to use ‘Service Catalog > Catalog Policy > Catalog Client Scripts’. The following code is a simple example that performs the following:

  • If the ‘Make’ changes to empty, then hide the ‘Model’ field
  • If the ‘Make’ changes to a value, perform a lookup on the ‘Choice List’ (sys_choice) table, and populate the ‘Model’ field with the possible choices.

Note: There is also a Catalog Client Script that sets the ‘Model’ field to hidden onLoad (as UI policies were not doing the job).


And that’s it, you can now have the same behaviour on a catalog item.