Information Technology

Gartner Glossary

Field Service Management Software

These applications are designed within a CRM environment that enable field service technicians or dispatchers to diagnose problems categorically, identify the required parts and information, and dispatch them to the client or site. The system identifies the proper tools or materials required for the specific problem and their current location. It includes field service workforce schedule optimization, support for wireless mobile technicians and intelligent device management of equipment. Field service management ties into an overall service resource planning system that includes contract management, warranty, claims, parts management, depot repair, enterprise asset management (EAM) and product life cycle management (PLM) systems.

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