Market Note: Field Service Management
Field service management (FSM) is a comprehensive system for coordinating and optimizing field operations. It encompasses the scheduling, dispatching, tracking, and management of mobile workers and resources. FSM solutions leverage technology to streamline workflows, improve efficiency, and enhance customer service. By providing real-time visibility and data-driven insights, FSM enables organizations to maximize productivity, reduce costs, and deliver superior on-site services across industries like utilities, telecommunications, healthcare, and manufacturing.
Title: GartnorGroup's vendor evaluation and total scores
Interconnected Components
Field service management systems typically comprise several interconnected components that work together to streamline operations and enhance service delivery. These components form a comprehensive ecosystem that enables organizations to efficiently manage their field workforce, optimize resource allocation, and improve customer satisfaction. The core elements of an FSM system include scheduling and dispatching tools, mobile applications for field technicians, inventory management systems, customer relationship management (CRM) integrations, reporting and analytics modules, and GPS tracking capabilities.
Key components of a field service management system include:
Scheduling and dispatching software
Mobile applications for field technicians
Inventory and asset management tools
Customer relationship management (CRM) integration
Reporting and analytics dashboards
GPS tracking and route optimization
Work order management
Invoicing and billing modules
Knowledge base and documentation resources
Integration capabilities with other business systems
Field Service Management Vendors
IFS
Oracle
Salesforce
Microsoft
ServiceMax
SAP
ServicePower
OverIT
ServiceNow
Praxedo
Nomadia
OverIT
OverIT, founded in 2001 and headquartered in Fiume Veneto, Italy, specializes in field service management and workforce management solutions. Their main product is called SPACE1. OverIT is positioned in the Visionaries quadrant, scoring about 5 on ability to execute and 7 on completeness of vision, for a total score of approximately 12 out of 20.
ServiceNow
ServiceNow, founded in 2004 and headquartered in Santa Clara, California, is a cloud computing company that provides various enterprise software solutions. Their field service management offering is part of the ServiceNow Platform. In the quadrant, ServiceNow is positioned in the Niche Players section, scoring around 3 on ability to execute and 2 on completeness of vision, for a total score of about 5 out of 20.
Praxedo
Praxedo, founded in 2005 and headquartered in Paris, France, specializes in field service management software. Their main product is called Praxedo Field Service Management. Praxedo is positioned in the Niche Players quadrant, scoring approximately 2 on ability to execute and 4 on completeness of vision, for a total score of about 6 out of 20.
Nomadia
Nomadia, founded in 2020 (though it was formed from the merger of older companies) and headquartered in Paris, France, offers location intelligence and field service management solutions. Their field service management product is part of the Nomadia suite. In the quadrant, Nomadia is positioned at the lower end of the Niche Players section, scoring about 1 on both axes for a total score of approximately 2 out of 20.
IFS
IFS (Industrial and Financial Systems) is a global enterprise software company founded in 1983 and headquartered in Linköping, Sweden. Their flagship product for field service management is called IFS Field Service Management. In the quadrant, IFS is positioned as a Leader with the highest score, approximately 9 out of 10 on both the ability to execute and completeness of vision axes, giving them a total score of about 18 out of 20.
Oracle
Oracle Corporation, founded in 1977 and headquartered in Austin, Texas, is one of the world's largest software companies. Their field service management solution is part of the Oracle Field Service Cloud suite. Oracle is positioned as a Leader in the quadrant, scoring around 8 out of 10 on both axes, for a total score of about 16 out of 20.
Salesforce
Salesforce, founded in 1999 and headquartered in San Francisco, California, is a cloud-based software company known for its customer relationship management (CRM) products. Their field service management offering is called Salesforce Field Service. Salesforce is positioned as a Leader in the quadrant, scoring approximately 7 on ability to execute and 8 on completeness of vision, for a total score of about 15 out of 20.
Microsoft
Microsoft Corporation, founded in 1975 and headquartered in Redmond, Washington, is a multinational technology company. Their field service management solution is part of the Microsoft Dynamics 365 suite. Microsoft is positioned as a Leader in the quadrant, scoring about 6 on ability to execute and 7 on completeness of vision, for a total score of around 13 out of 20.
ServiceMax
ServiceMax, founded in 2007 and headquartered in Pleasanton, California, specializes in field service management software. Their main product is simply called ServiceMax. In the quadrant, ServiceMax is positioned between the Challengers and Leaders quadrants, scoring approximately 5 on both axes for a total score of about 10 out of 20.
SAP
SAP (Systems, Applications, and Products in Data Processing), founded in 1972 and headquartered in Walldorf, Germany, is a multinational software company. Their field service management solution is part of the SAP Field Service Management suite. SAP is positioned in the Challengers quadrant, scoring about 4 on both axes for a total score of around 8 out of 20.
ServicePower
ServicePower, founded in 1996 and headquartered in McLean, Virginia, specializes in field service management software. Their main product is called ServicePower Field Service Management. In the quadrant, ServicePower is positioned between the Challengers and Visionaries quadrants, scoring approximately 4 on ability to execute and 6 on completeness of vision, for a total score of about 10 out of 20.