Gartner Research

The Future of Field Service Management

Published: 06 December 2019

ID: G00464790

Analyst(s): Jim Robinson, Kristian Steenstrup


The future of work in field service will require both digital transformation and business model change in areas such as technician bots, digitally augmented subcontractors and outcome-based contracts. Application leaders will need to lead evolution in areas that have remained unchanged for decades.

Table Of Contents



  • Determine Which Scenario(s) Align to Your Organization’s Goals
  • Adjust Your Roadmap Based on Adoption in Your Target Quadrant (Scenario)
  • Use Scenario-Specific Analysis to Select Top Areas to Focus On
  • Appointment-Centric FSM: Working to Simplify and Scale the Service Organization
  • Knowledge-Centric FSM: Working to Improve Work Initiation, Escalation and Turnaround Time
  • Equipment-Centric FSM: Working to Scale Maintenance Offerings by Being Prescriptive
  • Outcome-Centric FSM: Working to Scale Maintenance Offerings by Being Prescriptive
  • Seek People and Process Insights From Similar Organizations in Other Industries

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