IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Vendor Assessment
Learn why IDC considers SAP a Leader in FSM. This IDC study assesses the capabilities and business strategies of technology vendors in the field service management market. Κατεβάστε το αρχείο
Learn why IDC considers SAP a Leader in FSM. This IDC study assesses the capabilities and business strategies of technology vendors in the field service management market. September 2025, IDC #US52967825e
IDC MarketScape
IDC MarketScape: Worldwide AI-Enabled Field Service
Management Applications 2025 Vendor Assessment
Aly Pinder
THIS EXCERPT FEATURES SAP AS A LEADER
IDC MARKETSCAPE FIGURE
FIGURE 1
IDC MarketScape Worldwide AI-Enabled Field Service Management Applications
Vendor Assessment
Source: IDC, 2025
IDC MarketScape
IDC MarketScape: Worldwide AI-Enabled Field Service
Management Applications 2025 Vendor Assessment
Aly Pinder
THIS EXCERPT FEATURES SAP AS A LEADER
IDC MARKETSCAPE FIGURE
FIGURE 1
IDC MarketScape Worldwide AI-Enabled Field Service Management Applications
Vendor Assessment
Source: IDC, 2025
©2025 IDC #US52967825e 2
Please see the Appendix for detailed methodology, market definition, and scoring
criteria.
ABOUT THIS EXCERPT
The content for this excerpt was taken directly from IDC MarketScape: Worldwide AI-
Enabled Field Service Management Applications 2025 Vendor Assessment (Doc #
US52967825).
IDC OPINION
Excellence in field service management (FSM) has progressed in recent years. Just a few
years back, the field service technician was responsible for showing up with actual
resolution a by-product of luck in many instances. The field team rarely knew what
service part would be needed because they didn't actually know the reason an asset or
a piece of equipment wasn't working at the time they were scheduled or dispatched. In
IDC's recent Product Innovation and Aftermarket Services Survey, the top driver for
organization's service efforts is to improve key customer metrics like customer effort,
customer retention, and customer satisfaction score (CSAT) (59.1%, n = 447). Arriving
within an SLA was good enough, but as the consumer world has informed the business
world the expectation for exceptional service outcomes delivered at each interaction
point is now the North Star.
Technology advancements and automation tools have accelerated this shift, enabling
service teams to cull through volumes of data to find the right insights to make more
timely decisions. This is becoming ever more important as field service technicians and
the back-office teams that support them are the face of the brand with the customer.
However, the race to excel is becoming cluttered with failed experiments and pilots for
many field service organizations. The ability to move at the pace of customer
expectations has proved to be difficult as field service organizations are fearful of
making the wrong bets. This is where IDC believes artificial intelligence (AI) and AI-
enabled tools can help organizations move faster and find the right solutions to
dynamic pressing challenges. AI should augment these teams and enable them to work
more effectively, efficiently, and with the purpose of delivering enhanced experiences
to customers.
Key findings include the following:
▪ Data and intelligence are vastly different aspects of the field service organization.
In the advent of the Internet of Things (IoT) and connected products, assets, and
equipment, the expectation has long been that field service teams will have the
ability to finally shift away from reactive service to more predictive resolution.
Please see the Appendix for detailed methodology, market definition, and scoring
criteria.
ABOUT THIS EXCERPT
The content for this excerpt was taken directly from IDC MarketScape: Worldwide AI-
Enabled Field Service Management Applications 2025 Vendor Assessment (Doc #
US52967825).
IDC OPINION
Excellence in field service management (FSM) has progressed in recent years. Just a few
years back, the field service technician was responsible for showing up with actual
resolution a by-product of luck in many instances. The field team rarely knew what
service part would be needed because they didn't actually know the reason an asset or
a piece of equipment wasn't working at the time they were scheduled or dispatched. In
IDC's recent Product Innovation and Aftermarket Services Survey, the top driver for
organization's service efforts is to improve key customer metrics like customer effort,
customer retention, and customer satisfaction score (CSAT) (59.1%, n = 447). Arriving
within an SLA was good enough, but as the consumer world has informed the business
world the expectation for exceptional service outcomes delivered at each interaction
point is now the North Star.
Technology advancements and automation tools have accelerated this shift, enabling
service teams to cull through volumes of data to find the right insights to make more
timely decisions. This is becoming ever more important as field service technicians and
the back-office teams that support them are the face of the brand with the customer.
However, the race to excel is becoming cluttered with failed experiments and pilots for
many field service organizations. The ability to move at the pace of customer
expectations has proved to be difficult as field service organizations are fearful of
making the wrong bets. This is where IDC believes artificial intelligence (AI) and AI-
enabled tools can help organizations move faster and find the right solutions to
dynamic pressing challenges. AI should augment these teams and enable them to work
more effectively, efficiently, and with the purpose of delivering enhanced experiences
to customers.
Key findings include the following:
▪ Data and intelligence are vastly different aspects of the field service organization.
In the advent of the Internet of Things (IoT) and connected products, assets, and
equipment, the expectation has long been that field service teams will have the
ability to finally shift away from reactive service to more predictive resolution.
©2025 IDC #US52967825e 3
Unfortunately, data silos, fragmented technology stacks, and misaligned KPI
thwart organization's abilities to solve customer issues prior to a failure.
▪ AI-enabled applications are driving significant advancements in field service
management, including scheduling optimization, route planning, and technician
support, enabling faster issue resolution and improved customer outcomes. The
vast amount of data, which needs to be analyzed from a variety of applications,
demands field service organizations leverage more robust tools that can deliver
insights quickly and accurately.
▪ Challenges across the market include overcoming legacy systems, addressing
industry-specific requirements, and navigating fragmented technology
landscapes. Organizations must balance scalability, configurability, and
integration capabilities to meet diverse service models and needs. In addition,
market inertia and risk aversion to AI adoption remain barriers, particularly in
industries with slower digital transformation rates.
This "short list" as provided by this IDC MarketScape highlights the variety of future
strategies and current capabilities prioritized by technology vendors as these
companies enable digital transformation, AI enablement, business model
modernization, and customer excellence.
For this IDC MarketScape, all 19 vendors support the end-to-end field service
operations and its varied set of processes. This IDC MarketScape explores the evolving
needs of the field service market in this current era of AI enablement. The technology
vendors in this study have, to varying degrees, invested in and deployed AI functionality
in support field service organizations. The market is moving fast and AI-enabled
applications will provide the catalyst for a major shift in the field service market.
IDC MARKETSCAPE VENDOR INCLUSION CRITERIA
This IDC study assesses the capabilities and business strategies of technology vendors
in the field service management market. For the purpose of this study, we have focused
on those vendors that we deem to be notable because of the following characteristics:
▪ Vendors must have a field service management platform that is currently
commercially available.
▪ Vendors must have demonstrated investments or have already deployed AI-
enabled capabilities and functionality in generally available products to support
the field service operations.
▪ Vendors must have customers in at least two industry segments and two
geographic regions.
Unfortunately, data silos, fragmented technology stacks, and misaligned KPI
thwart organization's abilities to solve customer issues prior to a failure.
▪ AI-enabled applications are driving significant advancements in field service
management, including scheduling optimization, route planning, and technician
support, enabling faster issue resolution and improved customer outcomes. The
vast amount of data, which needs to be analyzed from a variety of applications,
demands field service organizations leverage more robust tools that can deliver
insights quickly and accurately.
▪ Challenges across the market include overcoming legacy systems, addressing
industry-specific requirements, and navigating fragmented technology
landscapes. Organizations must balance scalability, configurability, and
integration capabilities to meet diverse service models and needs. In addition,
market inertia and risk aversion to AI adoption remain barriers, particularly in
industries with slower digital transformation rates.
This "short list" as provided by this IDC MarketScape highlights the variety of future
strategies and current capabilities prioritized by technology vendors as these
companies enable digital transformation, AI enablement, business model
modernization, and customer excellence.
For this IDC MarketScape, all 19 vendors support the end-to-end field service
operations and its varied set of processes. This IDC MarketScape explores the evolving
needs of the field service market in this current era of AI enablement. The technology
vendors in this study have, to varying degrees, invested in and deployed AI functionality
in support field service organizations. The market is moving fast and AI-enabled
applications will provide the catalyst for a major shift in the field service market.
IDC MARKETSCAPE VENDOR INCLUSION CRITERIA
This IDC study assesses the capabilities and business strategies of technology vendors
in the field service management market. For the purpose of this study, we have focused
on those vendors that we deem to be notable because of the following characteristics:
▪ Vendors must have a field service management platform that is currently
commercially available.
▪ Vendors must have demonstrated investments or have already deployed AI-
enabled capabilities and functionality in generally available products to support
the field service operations.
▪ Vendors must have customers in at least two industry segments and two
geographic regions.
©2025 IDC #US52967825e 4
▪ Vendors must have served the field service management market for at least five
years.
▪ Vendors have referenceable clients using a broad set of field service
management functionality as defined.
▪ Vendors must have capabilities to support a broad range of field service
management activities and processes.
ADVICE FOR TECHNOLOGY BUYERS
Digital transformation remains a key initiative for the field service organization. Across
a variety of industries, paper-based and manual processes persist slowing innovation,
customer excellence, and field service productivity. Service leaders have the
opportunity to embrace technology to ensure disruption and change are catalysts for
improvement as opposed to a force leading to failure. For aftermarket service and field
service organizations intending to automate and improve their field service operations
and aftermarket processes, IDC offers the following recommendations:
▪ Work with technology vendors that have a clear strategy and vision for the
future. Technology vendors are beginning to establish communities to engage in
best practice sharing, new innovation ideation, formalization of standards, and
feedback discussions. Field service leaders need to recognize that they can play a
role in their own digital transformation journey while leveraging the breadth of a
technology vendor's resources and scale. But field service organizations must
remain vigilant that their technology partners provide business value–focused
innovations and not shiny new objects alone.
▪ Human in and on the loop but also get comfortable with trusting AI and
automation. AI and agentic AI are reframing what is possible with regard to
customer engagement, issue resolution, and service planning. AI tools should
augment field teams and enable them to work more effectively, efficiently, and
with the purpose of delivering enhanced experiences to customers. But for this
evolution to be lasting, service teams must embrace the technology as an
enabler to help focus their efforts on delivering value as opposed to being
something to be feared.
▪ Assess maturity and determine risk aversion to digital transformation.
Taking stock is crucial to sustained success and positive investments in
technology. Service organizations need to be honest with themselves and
recognize that it is actually prudent to move at the pace that the business can
adjust to. Too much change too fast can set an organization back not only falling
behind the competition but also losing the trust of the end customer and the
service team.
▪ Vendors must have served the field service management market for at least five
years.
▪ Vendors have referenceable clients using a broad set of field service
management functionality as defined.
▪ Vendors must have capabilities to support a broad range of field service
management activities and processes.
ADVICE FOR TECHNOLOGY BUYERS
Digital transformation remains a key initiative for the field service organization. Across
a variety of industries, paper-based and manual processes persist slowing innovation,
customer excellence, and field service productivity. Service leaders have the
opportunity to embrace technology to ensure disruption and change are catalysts for
improvement as opposed to a force leading to failure. For aftermarket service and field
service organizations intending to automate and improve their field service operations
and aftermarket processes, IDC offers the following recommendations:
▪ Work with technology vendors that have a clear strategy and vision for the
future. Technology vendors are beginning to establish communities to engage in
best practice sharing, new innovation ideation, formalization of standards, and
feedback discussions. Field service leaders need to recognize that they can play a
role in their own digital transformation journey while leveraging the breadth of a
technology vendor's resources and scale. But field service organizations must
remain vigilant that their technology partners provide business value–focused
innovations and not shiny new objects alone.
▪ Human in and on the loop but also get comfortable with trusting AI and
automation. AI and agentic AI are reframing what is possible with regard to
customer engagement, issue resolution, and service planning. AI tools should
augment field teams and enable them to work more effectively, efficiently, and
with the purpose of delivering enhanced experiences to customers. But for this
evolution to be lasting, service teams must embrace the technology as an
enabler to help focus their efforts on delivering value as opposed to being
something to be feared.
▪ Assess maturity and determine risk aversion to digital transformation.
Taking stock is crucial to sustained success and positive investments in
technology. Service organizations need to be honest with themselves and
recognize that it is actually prudent to move at the pace that the business can
adjust to. Too much change too fast can set an organization back not only falling
behind the competition but also losing the trust of the end customer and the
service team.
©2025 IDC #US52967825e 5
▪ Client centricity, not one size fits all. Most field service organizations believe
themselves to be unique. This isn't necessarily the case, but technology vendors
should be flexible and customer obsessed enough to enable industry templates,
which can be configured to need. Rigidity in technology initiatives is a recipe for
poor adoption and wasted resources and effort.
▪ Technology initiatives success requires orchestration. Decision-makers
should consider vendors with robust integration capabilities, such as open APIs
and prebuilt connectors, to ensure seamless interoperability with existing
enterprise systems like ERP, CRM, and IoT platforms. This approach minimizes
disruption and accelerates time to value during digital transformation initiatives.
VENDOR SUMMARY PROFILE
This section briefly explains IDC's key observations resulting in a vendor's position in
the IDC MarketScape. While every vendor is evaluated against each of the criteria
outlined in the Appendix, the description here provides a summary of each vendor's
strengths and challenges.
SAP
SAP is positioned in the Leaders category in this 2025 IDC MarketScape for worldwide
AI-enabled field service management applications.
SAP is a global enterprise technology vendor headquartered in Walldorf, Germany and
has supported the field service management market for over 50 years. SAP is a cloud-
based offering designed to optimize field service operations. The company supports
clients globally in North America, Europe, Asia/Pacific, Latin America, and Africa. SAP
has major strategic partnerships with Accenture, Deloitte, EY, Proaxia, and Vass along
with a large, globally diverse partner ecosystem.
SAP offers end-to-end aftermarket and field service management capabilities that have
embedded AI functionality. Key functionality includes mobile workforce management;
mobile work order management; scheduling optimization; dynamic route optimization;
service contract management; installed base management; HCM; contractor
management; customer portal; business intelligence; dispatch management; service
demand forecasting; capacity planning; artificial intelligence; machine learning;
generative AI; parts, material, and returns management; crew/worker geolocation;
remote monitoring/triage; and service CPQ capabilities.
Quick facts about SAP include the following:
▪ Employees: 109,000+
▪ Globalization: Offering used in 60 countries, offered in 35 languages
▪ Client centricity, not one size fits all. Most field service organizations believe
themselves to be unique. This isn't necessarily the case, but technology vendors
should be flexible and customer obsessed enough to enable industry templates,
which can be configured to need. Rigidity in technology initiatives is a recipe for
poor adoption and wasted resources and effort.
▪ Technology initiatives success requires orchestration. Decision-makers
should consider vendors with robust integration capabilities, such as open APIs
and prebuilt connectors, to ensure seamless interoperability with existing
enterprise systems like ERP, CRM, and IoT platforms. This approach minimizes
disruption and accelerates time to value during digital transformation initiatives.
VENDOR SUMMARY PROFILE
This section briefly explains IDC's key observations resulting in a vendor's position in
the IDC MarketScape. While every vendor is evaluated against each of the criteria
outlined in the Appendix, the description here provides a summary of each vendor's
strengths and challenges.
SAP
SAP is positioned in the Leaders category in this 2025 IDC MarketScape for worldwide
AI-enabled field service management applications.
SAP is a global enterprise technology vendor headquartered in Walldorf, Germany and
has supported the field service management market for over 50 years. SAP is a cloud-
based offering designed to optimize field service operations. The company supports
clients globally in North America, Europe, Asia/Pacific, Latin America, and Africa. SAP
has major strategic partnerships with Accenture, Deloitte, EY, Proaxia, and Vass along
with a large, globally diverse partner ecosystem.
SAP offers end-to-end aftermarket and field service management capabilities that have
embedded AI functionality. Key functionality includes mobile workforce management;
mobile work order management; scheduling optimization; dynamic route optimization;
service contract management; installed base management; HCM; contractor
management; customer portal; business intelligence; dispatch management; service
demand forecasting; capacity planning; artificial intelligence; machine learning;
generative AI; parts, material, and returns management; crew/worker geolocation;
remote monitoring/triage; and service CPQ capabilities.
Quick facts about SAP include the following:
▪ Employees: 109,000+
▪ Globalization: Offering used in 60 countries, offered in 35 languages