Gartner Research

Critical Capabilities for Field Service Management

Published: 30 November 2022


Vendors’ positions in this Critical Capabilities reflect clients’ new expectations in areas like AI-driven diagnostics, knowledge curation, sustainability and communications. Application leaders should seek solutions with objective proof that they improve work quality and customer business outcomes.

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Key Findings
  • Equipment owners and operators increasingly expect both digital and analog interactions with field service providers (FSPs) to be more personalized and effortless. FSPs need to integrate empathetic practices and customer journey awareness into service delivery by integrating contextual data from additional data sources, such as sustainability analytics and asset performance management (APM).

  • End-user organizations have improved the quality of relevant information they provide as part of service requests they make to outside vendors. Vendors in this Critical Capabilities research go beyond condition-based, maintenance-based work order generation to offer support for increasingly complex machine-assisted triage and diagnostics. This will help

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  • IFS
  • Microsoft
  • Nomadia
  • Oracle
  • OverIT
  • Praxedo
  • Salesforce
  • SAP
  • ServiceMax
  • ServiceNow
  • ServicePower
  • Demand Management and CX
  • Connected Equipment Triage
  • Work Planning and Scheduling
  • Technician Enablement
  • Multiexperience Service Support
  • Work Order Debrief
  • Invoicing and Reporting
  • Agreements, Operations, Contractors
  • Integration
  • Platform, Extensibility, Industry
  • Appointment-Centric: Volatility in Schedules
  • Equipment-Centric: Complex Service and Support
  • Outcome-Centric: Equipment as a Service


Jim Robinson

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Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

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