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. Scarica il documentoSeptember 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.