Gartner Research

Critical Capabilities for Field Service Management

Published: 27 March 2018

ID: G00348436

Analyst(s): Jason Wong , Jim Robinson , Michael Maoz


We evaluate vendor products for three common use cases using nine product capabilities. Application leaders supporting field service initiatives as part of the customer experience should use this research and its companion Magic Quadrant as part of a broader vendor evaluation process.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accruent (Verisae)
    • Astea International
    • ClickSoftware
    • Comarch
    • Coresystems
    • FieldAware
    • GE Digital (ServiceMax)
    • IFS
    • Microsoft
    • Oracle
    • OverIT
    • Praxedo
    • Salesforce
    • SAP
    • ServicePower
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Integration, Scalability, Industry
    • Extensibility
    • Connected Equipment Diagnostics
    • Work Planning and Scheduling
    • Technician Enablement
    • Digital Service Support Channels
    • Work Order Debrief
    • Invoicing and Reporting
    • Contracts, Operations, Contractors
  • Use Cases
    • High-Volume and Volatile Schedules
    • Complex Service and Support
    • Equipment as a Service

Inclusion Criteria

  • Critical Capabilities Rating

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