Gartner Research

Repel Unjustified Demands for Customization on Field Service Management Projects

Published: 12 April 2017

ID: G00328001

Analyst(s): Jim Robinson


Excessive customization during FSM projects causes hardship when it is time to upgrade, especially in SaaS deployments. Application leaders must diplomatically limit customization activities to only those that will be competitive differentiators for the organization.

Table Of Contents
  • Key Challenges



  • Define "Personas" Across the Stakeholder Community and Use an Outside-in Approach
  • Define Measurable Justifications and Best Practices for Each Requirement, and Use Creative Configuration to Defer or Avoid Customization
  • Deploy First to the Group That Will Need Fewer Customizations

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