Gartner Research

The Six Categories of Field Service Management Application Functionality and Why You Need Them

Published: 06 March 2018

ID: G00353177

Analyst(s): Jim Robinson


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

Table Of Contents
  • Key Challenges



  • Proactively Monitor and Collect Work Order Demands in One Place
  • 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
  • Digitize Your Paper-Based Work Order Debrief Process
  • Improve Field Service Office Operational Efficiency
  • Use Analytics to Measure Performance and Continuously Identify Opportunities for Improvement

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