Buyers Guides for Field Service Management

2025 Software Provider and Product Assessment

ISG Research defines field service management (FSM) as the practice of delivering technical support at the customer's site, as opposed to relying solely on remote communication channels such as phone or chat. This approach is critical in today's market, where enterprises are increasingly pressured to enhance customer experiences while minimizing costs. Field service is not merely about dispatching workers; it's a complex orchestration that involves optimizing processes and automating as much of the workflow as possible.

The Buyers Guides for Field Service Management evaluate software providers across five categories and produced a separate Buyers Guide and research for each to help best understand, assess, optimize and select software providers.

• The Field Service Management Buyers Guide evaluates software providers and products in key areas, including support for mobile applications, mobile workforce management, scheduling and dispatch optimization, work order and asset management, customer engagement and experience, automation and AI integration, data and analytics, knowledge management, predictive maintenance and proactive service. The guide assesses the following providers: 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 Syncron.
  
  
• The Field Service Customer Engagement Buyers Guide evaluates software providers and products in key areas, including support for mobile applications, mobile workforce management, scheduling and dispatch optimization, work order and asset management, customer engagement and experience, automation and AI integration, data and analytics, knowledge management, predictive maintenance and proactive service. The guide assesses the following providers: Comarch, CSG. FSM Global, IBM, IFS, Infor, Kapture CX, Microsoft, Nomadia, Oracle, OverIT, Praxedo, PTC, Salesforce, SAP, ServiceNow, ServicePower, ServiceTitan, Simpro and Syncron.
  
  
• The Field Service Proactive Maintenance Buyers Guide evaluates software providers and products in key areas, including scheduling and dispatch optimization, automation and AI integration, data and analytics, predictive maintenance, proactive service and investments. The guide assesses the following providers: Comarch, CSG, Epicor, FSM Global, IBM, IFS, Infor, Kapture CX, Microsoft, Oracle, Oracle NetSuite, OverIT, Praxedo, PTC, Salesforce, SAP, ServiceNow and Syncron.
  

• The Manufacturing Field Service Buyers Guide evaluates software providers and products in key areas, including support for mobile applications, mobile workforce management, scheduling and dispatch optimization, work order and asset management, customer engagement and experience, automation and AI integration, data and analytics, knowledge management, predictive maintenance and proactive service, along with specific needs of manufacturers. The guide assesses the following providers: FSM Global, IBM, IFS, Kapture CX, Oracle, PTC and Salesforce.
  

• The Power and Utilities Field Service Buyers Guide evaluates software providers and products in key areas, including support for mobile applications, mobile workforce management, scheduling and dispatch optimization, work order and asset management, customer engagement and experience, automation and AI integration, data and analytics, knowledge management, predictive maintenance and proactive service.The guide assesses the following providers: Comarch, IBM, IFS, Kapture CX, OverIT and Salesforce.
  

To view the executive summaries of the research, please select the report below.

To learn more about our Buyers Guide services for enterprises including purchasing the complete research, advising on your software providers, conducting a workshop or performing an assessment, click here.

To learn more about our Buyers Guide services for software providers including purchasing the complete research and charts or performing an assessment, click here.

View the 2025 Buyers Guides for Field Service Management