Setting up and going live

Onboarding and Deployment Lifecycle

The onboarding and deployment lifecycle for Field Service Management (FSM) is designed to enable a seamless transition from initial setup to full operational use across field and office teams. It combines the technical deployment of the platform with the practical onboarding activities required to support dispatchers, field technicians, and service managers in their day-to-day operations.

This lifecycle covers the full journey—from customer onboarding and tenant readiness, through solution deployment and configuration, to mobile workforce enablement, operational testing, and go-live. Each phase is aligned to ensure that both back-office coordination and field execution are fully supported.

Core Onboarding Activities and Installation Steps

During onboarding, FSM users work closely with the implementation team to define and validate key operational elements such as service structures, work order processes, user roles (e.g. dispatchers and technicians), and mobility requirements.

The deployment process then focuses on configuring the FSM solution within the Helix environment to reflect real-world field operations. This includes:

• Setting up work order lifecycles and assignment logic
• Enabling Mobile Reach for field technicians
• Configuring security and access controls for both office and field users
• Preparing the production environment for live service delivery
• Validating scheduling, dispatch, and field execution workflows

These steps ensure the platform is aligned to actual service delivery models, enabling efficient job allocation, real-time updates from the field, and improved visibility across the service lifecycle.

Intended Audience and Deployment Objectives

This guide is tailored for FSM stakeholders directly involved in service delivery, including service managers, dispatchers, system administrators, project managers, and implementation teams.

By following this structured approach, organisations can:

• Accelerate user adoption across field and dispatch teams
• Ensure technicians are fully enabled for mobile-first operations
• Establish efficient scheduling and service execution processes
• Deploy a stable, scalable FSM environment aligned to operational needs

Ultimately, this approach ensures that both office-based coordination and field-based execution are optimised, supporting a smooth transition into live service operations and delivering immediate business value.