Gartner Field Service Management 2016

Field service management includes the detection of a field service need through remote monitoring or other means inspection or a customer detecting a fault field technician scheduling and optimization dispatching parts information delivery to the field and process support of field technician interactions.

Gartner field service management 2016. The field service management market continues to evolve and mature in response to new technology developments in the areas of saas and mobility. The field service management market continues to splinter between vendors that offer specialty capabilities and those that deliver broader field service suites. Gartner researched 16 vendors on standard field. Gartner magic quadrant for field service management.

This mention has been a massive success for the people behind mplsystems who were recently identified as a visionary in gartner s 2016 magic quadrant for contact centre as a service ccaas for western europe. Gartner s magic quadrant for field service management. A graphical competitive positioning of leaders visionaires niche players and challengers for field service management. Gartner magic quadrant for field service management summary vendors positions in this magic quadrant reflect the demand to align technicians and contractors using technologies like ai streaming video and the internet of things for effectiveness in all interactions.

For field service managers it s essential to find a vendor that can seamlessly align contractors and technicians using the latest developments in artificial intelligence the i nternet of things and streaming video. 03 november 2016 id. Field service automation is on the rise and customer satisfaction is directly tied to efficient field service management. Gartner notes in this report it s the dynamics 365 for field service product that is best suited to cases where there is a blend of long cycle and short cycle service parts management requirements remote support and triage needs for both connected equipment and inexperienced technicians.

We assess the major vendors that enable field service organizations to schedule and execute field service to support and improve overall service. Field service management fsm is a discrete market within the broader customer service and support software market. Its research is produced independently by its research organization without input or influence from any. Gartner magic quadrant for field service management summary vendors positions in this magic quadrant reflect customers new expectations in areas such as digital technician support outcome based service business models and ai driven scheduling and decision support.

Field service providers fsps typically dispatch technicians to remote locations to provide installation repair or maintenance services for equipment or systems.