Gartner Research

Critical Capabilities for Field Service Management


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.

Published: 02 September 2020

ID: G00450529

Analyst(s): Jim Robinson Naved Rashid

Table Of Contents

What You Need to Know


  • Critical Capabilities Use-Case Graphics
  • Vendors
    • Accruent
    • FieldAware
    • FieldPower
    • GEOCONCEPT Group
    • GMS Development
    • IFS
    • Microsoft
    • Oracle
    • OverIT
    • Praxedo
    • Salesforce
    • SAP
    • ServiceMax
    • ServicePower
  • Context
  • Product/Service Class Definition
  • Critical Capabilities Definition
    • Scalability, Industry, Integration
    • Extensibility
    • Connected Equipment Diagnostics
    • Work Planning and Scheduling
    • Technician Enablement
    • Multiexperience Service Support
    • Work Order Debrief
    • Invoicing and Reporting
    • Agreements, Operations, Contractors
  • Use Cases
    • Appointment-Centric: Volatility in Schedules
    • Equipment-Centric: Complex Service and Support
    • Outcome-Centric: Equipment as a Service
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion Criteria

  • Critical Capabilities Weightings
  • Critical Capabilities Rating

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