Gartner Research

How to Build a Business Case for Field Service Management Software Investment

Published: 09 February 2017

ID: G00320176

Analyst(s): Jim Robinson


Application leaders implementing FSM software need to set realistic goals for deployment's impacts and define ways to measure the results as part of an ROI model. Use this framework of metrics, examples of average gains in these metrics and the methodology to measure the results.

Table Of Contents
  • Key Challenges



  • Identify Hierarchical Relationships Between Lower-Level Metrics and Business Objectives
    • Recommendations
  • Select Metrics That Support Your Key Aggregates, Communicate the Calculation Methods and Validate 12 Months of History
    • Recommendations
  • Negotiate Improvement Targets for the Selected Business Metrics Using Results From Surveys, Peers and Vendor References
    • Recommendations

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