Gartner Information Technology Research

Gartner Magic Quadrant for Field Service Management

Summary

The field service management market continues to splinter between vendors that offer specialty capabilities and those that deliver broader field service suites.

Published: 09 October 2013

ID: G00252160

Analyst(s): William McNeill , Michael Maoz, Gordon Van Huizen

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Astea International
    • ClickSoftware
    • IFS
    • Infor
    • Oracle (E-Business Suite)
    • Oracle (Siebel)
    • PTC
    • Retriever Communications
    • SAP
    • ServiceMax
    • ServicePower
    • TOA Technologies
    • Vertical Solutions
    • WennSoft
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

  • Market Traction and Momentum
  • Short-Term Viability

Evaluation Criteria

  • Ability to Execute
    • Product or Service
    • Overall Viability (Business Unit, Financial, Strategy and Organization)
    • Sales Execution/Pricing
    • Market Responsiveness/Record
    • Marketing Execution
    • Customer Experience
    • Operations
  • Completeness of Vision
    • Market Understanding
    • Marketing Strategy and Sales Strategy
    • Offering (Product) Strategy and Innovation
    • Business Model
    • Vertical/Industry Strategy
    • Geographic Strategy
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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