Gartner Research

Magic Quadrant for Field Service Management

Published: 22 December 2014

ID: G00262989

Analyst(s): William McNeill, Michael Maoz, Jason Wong

Summary

The field service management market continues to evolve and mature in response to new technology developments in the areas of SaaS and mobility. We assess the major vendors that enable field service organizations to schedule and execute field service to support and improve overall service.

Table Of Contents

Market Definition/Description

Magic Quadrant

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

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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