Gartner Research

Critical Capabilities for Field Service Management

Published: 12 August 2019

ID: G00436216

Analyst(s): Jim Robinson


Field service management application priorities vary significantly by use case, so we compare vendors using nine capability areas weighted differently for each of three use cases. Application leaders can use this research and its companion Magic Quadrant as part of a broader evaluation process.

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accruent (Verisae)
    • Astea International
    • ClickSoftware
    • FieldAware
    • GEOCONCEPT Group
    • IFS
    • Microsoft
    • Oracle
    • OverIT
    • Praxedo
    • Salesforce
    • SAP (Coresystems)
    • ServiceMax
    • 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
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Rating

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