Worldwide Field Service Management Applications Vendor Assessment

This document is an IDC MarketScape vendor assessment report focused on the field service management (FSM) applications for the years 2023-2024. It includes an excerpt of key findings and observations regarding various vendors in the FSM market, particularly emphasizing the importance of innovation and customer satisfaction in service delivery. The report outlines the criteria for vendor inclusion, highlighting the necessity for vendors to have a commercially available FSM platform and a diverse customer base across multiple industries. Additionally, it discusses the evolving landscape of field service operations, where organizations are increasingly adopting proactive and predictive service models. The report also details the impact of new technologies, including generative AI, on field service processes and emphasizes the need for service organizations to listen to customer feedback and embrace configurability in technology solutions. Recommendations for field service leaders and technology buyers are provided to enhance operational efficiency and customer value.