Critical Capabilities for Field Service Management

Published: 27 March 2018 ID: G00348436

Analyst(s): | |

Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


We evaluate vendor products for three common use cases using nine product capabilities. Application leaders supporting field service initiatives as part of the customer experience should use this research and its companion Magic Quadrant as part of a broader vendor evaluation process.

Table of Contents

  • What You Need to Know
  • Analysis
    • Critical Capabilities Use-Case Graphics
    • Vendors
      • Accruent (Verisae)
      • Astea International
      • ClickSoftware
      • Comarch
      • Coresystems
      • FieldAware
      • GE Digital (ServiceMax)
      • IFS
      • Microsoft
      • Oracle
      • OverIT
      • Praxedo
      • Salesforce
      • SAP
      • ServicePower
    • Context
    • Product/Service Class Definition
    • Critical Capabilities Definition
      • Integration, Scalability, Industry
      • Extensibility
      • Connected Equipment Diagnostics
      • Work Planning and Scheduling
      • Technician Enablement
      • Digital Service Support Channels
      • Work Order Debrief
      • Invoicing and Reporting
      • Contracts, Operations, Contractors
    • Use Cases
      • High-Volume and Volatile Schedules
      • Complex Service and Support
      • Equipment as a Service
  • Inclusion Criteria
    • Critical Capabilities Rating
  • Gartner Recommended Reading
© 2018 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access

Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more

Call +1 855-515-4486 or contact us

to become a Gartner client.