Saturday, September 19, 2020

2019 Magic Quadrant for Field Service Management Released by Gartner

Mia McPherson
May 07, 2019

2 minute read

View a complimentary copy of the full report.

Online shopping may be top-of-mind when we think about customer experience, but perhaps equally ubiquitous and relatable is the field service experience. A long wait for the “cable guy” or the technician who never showed up to a service call are often joked-about clichés, but are real issues when it comes to delivering positive customer experiences.

Gartner defines field service management (FSM) as “a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems. They may manage, maintain and monitor these assets under a predefined service or maintenance contract.”

Gartner quote

To reflect rising expectations in the experience economy and the digital age, Gartner states, “Vendors’ positions in this Magic Quadrant reflect customers’ new expectations in areas such as digital technician support, outcome-based service business models, and AI-driven scheduling and decision support.”

In the 2019 Magic Quadrant for Field Service Management, Gartner evaluates 14 vendors. View a complimentary copy of the full report to learn more.

Gartner Leaders Quadrant Description

Per Gartner report, “Leaders demonstrate a market-defining vision of how technology can help service professionals achieve business objectives. Leaders have the ability to fulfill their vision through products, services, ecosystems and solid business results in the form of revenue and earnings. They have strong partner programs, which are formalized and “gamified,” and they track proof of renewal every year.

Leaders have significant, successful reference customer deployments in North America, EMEA and Asia/Pacific in a wide variety of industries, with multiple proof points above 2,000 users. They have a robust native scheduling engine that is scalable to thousands of employee and third-party technicians. They also have strong and innovative technology-based service enablers (such as IoT enablement, social collaboration, AI-driven decision support and chatbots), and end-customer engagement tools for, and coverage (either directly or through certified partners) of, all six categories of FSM capability. Leaders have many successful integrations with multiple systems of record (especially ERP and CRM systems) from multiple providers; and many deployments in multitenant deployment models.

Other providers measure themselves against the Leaders and emulate their strategies and tactics. Leaders demonstrate market strength, based on installed-base depth, and they affect market trends in terms of all the criteria by which they are evaluated. Leaders’ software users often consider that they are gaining a competitive advantage over others in their industry.”

Gartner Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Mia McPherson
Mia McPherson is a lover of cats, community involvement, and Pittsburgh sports. Mia is the Editor-in-Chief of and has been working with talented teams to create content for the media, publishing, and technology industries for 15 years. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.