Executive Summary

The consumerization of IT has increased customer and employee expectations for easy and transparent field service delivery. Field service management (FSM) software helps to coordinate the complex logistics — including parts, warranties, and customer and staff schedules — integral to installing and repairing products in the field or in service centers. At the same time, advances in areas such as Internet of Things (IoT) and augmented and virtual reality (AR/VR) are enabling entirely new models for service delivery.

In this Market Overview, Constellation Research evaluates the relatively small number of vendors providing advanced FSM capabilities that meet the needs of large enterprises.Companies considering new FSM investments should use this Market Overview to determine the vendors best suited to meeting their needs and priorities.

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