Gartner Research

The Six Categories of Field Service Management Application Functionality

Published: 25 July 2016

ID: G00313541

Analyst(s): Jim Robinson


Field service management software is specialized for organizations that send technicians to customer locations to repair or maintain equipment. IT leaders can use this research to understand the key capabilities and the benefits their organization can derive from each functionality category.

Table Of Contents
  • Key Challenges



  • Gather Work Order Demand in One Place Through Proactive Monitoring
  • Use Advanced Scheduling, Supply Chain and Forecasting Tools to Keep Customers Informed and to Reduce Incoming Calls
  • Use Mobile Technician Enablement to Help Technicians Arrive Prepared and React to Unexpected Needs
  • Bring Your Work Order Debrief Process Into the Digital Age
  • Improve Field Service Office Operations
  • Measure Performance to Continuously Improve

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