TECH BUYER Apr 2019 - IDC TechBrief - Doc # US44335719

IDC TechBrief: Field Service Management for the Manufacturer

By: Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC TechBrief provides IT and business executives with an executive snapshot of field service management (FSM) applications and its impact on how manufacturers deliver service and issue resolution to customers through a field service workforce.

"Field service management applications and platforms no longer solely support the execution of a work order for a field technician," said Aly Pinder Jr., program director, Service Innovation and Connected Products Strategies. "The ability for FSM applications to enable the delivery of service to customers who demand resolution beyond an SLA is now table stakes, and the future success and profitability of manufacturers will depend on their ability to create a technology infrastructure, which meets the needs of its operational teams and supports a transformation in the business models that customers expect."


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