Gartner Research

Eight Components of Successful Outsourced Field Service Management

Published: 04 May 2017

ID: G00328772

Analyst(s): Jim Robinson


Pressure on field service organizations to optimize costs and shorten lead times is prompting more experimentation with the use of external workforces to provide field service. This research identifies eight key components of FSM for application leaders looking to optimize the use of subcontractors.

Table Of Contents
  • Key Challenges



  • Avoid Overbooking by Tracking Availability and Capacity
  • Help Dispatchers Choose the Best Subcontractor by Understanding What Skills Are Available at the Expected Time
  • Ensure Flexibility to Assign Specific Technicians or Offload Assignment of Bulk Work to the Contractor's Dispatchers
  • Ensure Mobile Apps Provide Data That Enables Subcontractor Technicians (Securely)
  • Use an Extensible Mobile App to Enable Technicians to Capture Debrief Data and Secure Site Evidence
  • Assess Tools and Technologies That Help Remote Supervisors Monitor, Mentor and Evaluate Subcontractors' Technicians
  • Develop Integrations to Enable the Exchange of Work Orders and Invoice Data With as Many Organizations as Possible
  • Evolve Your Employee Onboarding Process to Mitigate the Risks of Using Uninsured, Uncertified or Unprofessional Technicians

Case Study

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.