AI Making Field Service More Proactive, Intelligent, ISG Says
Information Services Group (ISG) predicts that two-thirds of enterprises will use AI for field service management (FSM) by 2028. The research highlights a significant shift towards AI and machine learning adoption in FSM to optimize operations and improve customer experience.
According to ISG's Buyers Guides™ for Field Service Management, by 2029, remote sensing and IoT will become standard tools for reducing on-site visits and supporting proactive maintenance. The research evaluated 23 software providers across five platform categories, with ServiceNow, Salesforce, and Oracle emerging as top leaders in multiple categories.
The integration of AI-powered analytics and real-time data is transforming field service technical teams' deployment, particularly in manufacturing, consumer, and utilities industries. The trend shows a shift from reactive to proactive service delivery, with AI-based predictive tools providing precise repair needs assessment and supporting remote team interactions.
Information Services Group (ISG) prevede che due terzi delle imprese utilizzeranno l'IA per la gestione dei servizi sul campo (FSM) entro il 2028. La ricerca evidenzia un cambiamento significativo verso l'adozione dell'IA e del machine learning nella FSM per ottimizzare le operazioni e migliorare l'esperienza del cliente.
Secondo le Guide agli Acquirenti™ di ISG per la Gestione dei Servizi sul Campo, entro il 2029, il rilevamento remoto e l'IoT diventeranno strumenti standard per ridurre le visite in loco e supportare la manutenzione proattiva. La ricerca ha valutato 23 fornitori di software in cinque categorie di piattaforma, con ServiceNow, Salesforce e Oracle che emergono come leader in più categorie.
L'integrazione di analisi potenziate dall'IA e di dati in tempo reale sta trasformando il dispiegamento dei team tecnici dei servizi sul campo, in particolare nei settori della manifattura, dei consumatori e dei servizi pubblici. La tendenza mostra un passaggio da un servizio reattivo a uno proattivo, con strumenti predittivi basati sull'IA che forniscono una valutazione precisa delle esigenze di riparazione e supportano le interazioni dei team remoti.
Information Services Group (ISG) predice que dos tercios de las empresas utilizarán IA para la gestión de servicios en campo (FSM) para 2028. La investigación destaca un cambio significativo hacia la adopción de IA y aprendizaje automático en FSM para optimizar operaciones y mejorar la experiencia del cliente.
Según las Guías para Compradores™ de ISG para la Gestión de Servicios en Campo, para 2029, la detección remota y el IoT se convertirán en herramientas estándar para reducir las visitas in situ y apoyar el mantenimiento proactivo. La investigación evaluó a 23 proveedores de software en cinco categorías de plataforma, con ServiceNow, Salesforce y Oracle emergiendo como líderes en múltiples categorías.
La integración de análisis impulsados por IA y datos en tiempo real está transformando el despliegue de los equipos técnicos de servicios en campo, particularmente en las industrias de manufactura, consumo y servicios públicos. La tendencia muestra un cambio de la entrega de servicios reactivos a proactivos, con herramientas predictivas basadas en IA que proporcionan una evaluación precisa de las necesidades de reparación y apoyan las interacciones del equipo remoto.
정보 서비스 그룹 (ISG)는 2028년까지 3분의 2의 기업이 현장 서비스 관리(FSM)에 AI를 사용할 것이라고 예측합니다. 이 연구는 운영 최적화와 고객 경험 개선을 위해 FSM에서 AI 및 기계 학습 채택으로의 중요한 변화를 강조합니다.
ISG의 현장 서비스 관리 구매자 가이드™에 따르면, 2029년까지 원격 감지 및 IoT가 표준 도구가 될 것입니다 이는 현장 방문을 줄이고 예방 유지보수를 지원하기 위한 것입니다. 이 연구는 5개 플랫폼 카테고리에서 23개의 소프트웨어 공급업체를 평가했으며, ServiceNow, Salesforce 및 Oracle이 여러 카테고리에서 주요 리더로 부상했습니다.
AI 기반 분석 및 실시간 데이터의 통합은 특히 제조, 소비자 및 유틸리티 산업에서 현장 서비스 기술 팀의 배치를 변화시키고 있습니다. 이 추세는 반응적인 서비스 제공에서 능동적인 서비스 제공으로의 변화를 보여주며, AI 기반 예측 도구가 정확한 수리 요구 사항 평가를 제공하고 원격 팀 상호작용을 지원합니다.
Information Services Group (ISG) prévoit que deux tiers des entreprises utiliseront l'IA pour la gestion des services sur le terrain (FSM) d'ici 2028. La recherche met en évidence un changement significatif vers l'adoption de l'IA et de l'apprentissage automatique dans la FSM pour optimiser les opérations et améliorer l'expérience client.
Selon les Guides d'Achat™ d'ISG pour la Gestion des Services sur le Terrain, d'ici 2029, la détection à distance et l'IoT deviendront des outils standards pour réduire les visites sur site et soutenir la maintenance proactive. La recherche a évalué 23 fournisseurs de logiciels dans cinq catégories de plateforme, avec ServiceNow, Salesforce et Oracle qui émergent comme leaders dans plusieurs catégories.
L'intégration d'analyses alimentées par l'IA et de données en temps réel transforme le déploiement des équipes techniques de services sur le terrain, en particulier dans les secteurs de la fabrication, de la consommation et des services publics. La tendance montre un passage d'une prestation de service réactive à une prestation proactive, avec des outils prédictifs basés sur l'IA fournissant une évaluation précise des besoins de réparation et soutenant les interactions des équipes à distance.
Information Services Group (ISG) prognostiziert, dass zwei Drittel der Unternehmen bis 2028 KI für das Field Service Management (FSM) nutzen werden. Die Forschung hebt einen signifikanten Wandel hin zur Einführung von KI und maschinellem Lernen im FSM hervor, um die Abläufe zu optimieren und die Kundenerfahrung zu verbessern.
Laut den Käuferleitfäden™ von ISG für das Field Service Management wird bis 2029 die Fernüberwachung und IoT zu Standardwerkzeugen werden, um Vor-Ort-Besuche zu reduzieren und proaktive Wartung zu unterstützen. Die Forschung bewertete 23 Softwareanbieter in fünf Plattformkategorien, wobei ServiceNow, Salesforce und Oracle in mehreren Kategorien als führend hervorgingen.
Die Integration von KI-gestützten Analysen und Echtzeitdaten transformiert die Bereitstellung von technischen Teams im Field Service, insbesondere in den Branchen Fertigung, Konsumgüter und Versorgungsunternehmen. Der Trend zeigt einen Wechsel von reaktiver zu proaktiver Servicebereitstellung, wobei KI-gestützte prädiktive Werkzeuge eine präzise Bewertung der Reparaturbedarfe bieten und die Interaktionen von Remote-Teams unterstützen.
- Research indicates strong market growth potential for AI in field service management
- Company's research demonstrates thought leadership in AI and FSM markets
- Comprehensive evaluation of 23 software providers strengthens ISG's market position
- None.
Companies adopting AI and ML to optimize field service management, improve CX
The ISG Buyers Guides™ for Field Service Management, produced by ISG Software Research, find a growing number of companies are adopting AI and ML in field service management (FSM) to optimize operations, improve customer experience and forecast maintenance needs. This trend aligns with a broader shift from reactive to proactive service delivery, which can help companies better engage with customers and meet their demands for speed and reliability.
“Current FSM platforms enable more timely, accurate and smoother customer service by tapping into deeper sources of data,” said Keith Dawson, research director, Customer Experience, with ISG Software Research. “This lets companies predict when certain types of service will be needed and even inform the customer in advance.”
Integration of AI and ML is the latest stage in the evolution of FSM software, which is now designed around mobility, automation and data-driven decision-making, the reports say. Like IoT-enabled remote monitoring and predictive maintenance, AI is beginning to transform the deployment of field service technical teams.
AI-powered analytics, along with the growing availability of real-time data, enables enterprises to use field service resources more efficiently and effectively. By 2029, remote sensing and IoT will become standard tools for reducing the need for on-site visits and calls to service centers, ISG says. These tools also will support proactive maintenance employing AI to analyze historical data and usage patterns to anticipate service needs.
Customer engagement with FSM is increasingly proactive and customer-centric, allowing customers to track requests and provide feedback. ISG advises enterprises to consider field service systems with integrated customer engagement across multiple communication channels along with self-service capabilities.
Field service is a major success factor in the manufacturing, consumer and utilities industries, which are expected to provide proactive maintenance and support and repair and operational services to customers in addition to supporting their own infrastructure, the research finds. AI-based predictive tools, including evolving agentic AI, are providing a more precise view of what needs to be repaired and when, while supporting interactions between remote teams and customers.
In the power and utilities industry, field service challenges are growing with the rising use of renewable energy and EVs and the development of smart cities, ISG says. Field service operations need to continuously support the expectations of consumers for uninterrupted service and strong customer support. It requires not just worker dispatch but a complex orchestration that includes optimizing processes and automating as much of the workflow as possible.
For its 2025 Buyers Guides™ for Field Service Management, ISG evaluated software providers across five platform categories – Field Service Management, Field Service Customer Engagement, Field Service Proactive Maintenance, Manufacturing Field Service and Power and Utilities Field Service – and produced a separate Buyers Guide for each. A total of 23 providers were assessed: Comarch, CSG, Epicor, FSM Global, IBM, IFS, Infor, Kapture CX, Microsoft, Nomadia, Odoo, Oracle, Oracle NetSuite, OverIT, Praxedo, PTC, Salesforce, SAP, ServiceNow, ServicePower, ServiceTitan, Simpro and Synchron.
ISG Software Research rates and ranks software providers and products on seven performance categories. Five are product-related: usability, manageability, reliability, capability and adaptability. Two are customer assurance-related: validation and total cost of ownership and return on investment (TCO/ROI). Providers ranked in the top three for each performance category are named Leaders. Within each platform category, those with the most Leader rankings are named Overall Leaders.
The 2025 Buyers Guides™ for Field Service Management named the following Overall Leaders:
Field Service Management: ServiceNow earned the highest overall rating, followed by Salesforce and Oracle. All three were designated Leaders in all seven performance categories. IBM, IFS, Infor, Microsoft, Oracle NetSuite, PTC and SAP were rated Exemplary. Kapture CX and Praxedo were rated Innovative.
Field Service Customer Engagement: ServiceNow topped the list, followed by Salesforce and Oracle, with each rated as a Leader across all seven performance categories. IBM, IFS, Infor, PTC and SAP were rated Exemplary, while Microsoft and Kapture CX were rated Innovative.
Field Service Proactive Maintenance: ServiceNow, Salesforce and Oracle topped the ratings, and all three were designated as Leaders across the seven performance categories. IBM, IFS, Infor, PTC and SAP were rated Exemplary, and Microsoft was rated Innovative.
Manufacturing Field Service: Salesforce earned the top rating, followed closely by Oracle, with both designated as Leaders in all seven performance categories. IFS came in third, rated as Exemplary and a Leader in five performance categories. IBM was rated as Exemplary.
Power and Utilities Field Service: Salesforce topped the ratings, followed by IFS, with both designated as Leaders in all seven performance categories. IBM was rated as a Leader in five categories.
“Consumers consider field service a test of a company’s basic competence to support products and services,” said Mark Smith, partner and chief software analyst, ISG Software Research. “For the first time, in-depth software provider research on field service and supporting requirements is now available from ISG to help enterprises choose the FSM software that meets their needs.”
The ISG Buyers Guides™ for Field Service Management are the distillation of a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT investments in software products.
Visit this webpage to learn more about the ISG Buyers Guides™ for Field Service Management and read executive summaries of each of the five reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG Software Research.
About ISG Software Research
ISG Software Research provides authoritative coverage and analysis of the business and IT software industry. It distributes research and insights daily through its user community, and provides a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Its ISG Buyers Guides™ help enterprises evaluate and select software providers through tailored assessments powered by ISG’s proprietary methodology. Visitresearch.isg-one.com for more information and to sign up for free community membership.
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.
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Press Contacts:
Will Thoretz, ISG
+1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG
+1 978 518 4520
isg@matternow.com
Source: Information Services Group, Inc.
FAQ
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