ServiceNow is an IDC MarketScape Leader in AI-enabled aftermarket/service lifecycle and FSM

IDC MarketScape Worldwide AI-Enabled Field Service Management Applications, 2025

Aftermarket and field service teams are under pressure. App sprawl makes simple work difficult. AI pilots stall. Customers wait. That’s why today’s recognition matters. ServiceNow was named a Leader in two IDC MarketScape reports:

Together, we believe they reflect our single-platform approach, which helps service leaders simplify operations, adopt AI that truly works, and improve outcomes for customers and employees alike.

Across the aftermarket service lifecycle, organizations use the ServiceNow® Customer Relationship Management (CRM) solution—Sales and Order Management, Customer Service Management, and Field Service Management—to deliver reliable, consistent, specialized support, turning service into a growth driver. Let’s explore how.

Unifying the aftermarket service journey

Complexity stifles progress. Most aftermarket service teams, including those in field service, are drowning in apps, forced to switch back and forth between systems while customers wait. This fragmentation makes it difficult for teams to fully adopt the tools they already have, let alone unlock the benefits of AI.

ServiceNow helps solve this by orchestrating and elevating legacy and modern technology investments in a single, governed data model—so work flows seamlessly from the contact center to field teams and from assets to warranty.

The composability of the ServiceNow AI Platform empowers teams to quickly configure modular, industry-specific workflows for case triage, work order scheduling, on-site assistance, and returns or recalls.

The IDC MarketScape for FSM highlighted this as a key strength, stating that ServiceNow “delivers out-of-the-box AI-powered, digital workflows to help customers realize rapid ROI [return on investment], faster go-lives, and reduced complexity among applications.”

With this unified foundation, AI becomes a true engine for transformation. Integrated across workflows, ServiceNow AI Agents automate routine tasks, surface insights in real time, and empower teams to resolve complex issues fast—anywhere along the aftermarket journey.

In turn, service leaders gain a live, trusted view of operations end to end, supporting continuous improvement and smarter decisions at every step.

Elevating every interaction

Disconnected processes don’t just slow service—they erode trust and margins. When customer service and field teams operate in isolation, every handoff is a risk.

ServiceNow tracks, analyzes, and optimizes every interaction, asset, and work order in real time. Intelligent insights quickly reveal process bottlenecks, allowing teams to address issues before they multiply.

When an agent wraps a case or a technician closes a job, the platform learns from the outcome and feeds those insights back into triage, planning, and execution—improving customer self-service and reducing case volume.

Escalations, field change orders, and product returns or recalls are managed through connected workflows, making resolutions faster and more resilient.

The IDC MarketScape for FSM noted this distinctive capability, stating that ServiceNow “accelerates the execution of work and also closes the loop in service operations, which can unearth the quick identification of process problems and expedite fixes through automated root cause analysis.”

IDC MarketScape Worldwide AI-Enabled Aftermarket/Service Life-Cycle Management Platforms, 2025

Accelerating time to deployment

Speed is essential. Aftermarket service teams can’t afford drawn-out pilots or multiyear implementations. Every month spent waiting for new technology means lost revenue and frustrated customers.

The IDC MarketScape for SLM recognized that: “The platform also includes integrations with third-party systems. This approach and infrastructure enable ServiceNow's customers to go live faster and realize the business value of investments more quickly.”

This is possible because ServiceNow seamlessly connects systems and automates processes to help eliminate the pain of bulky or complex integrations and disruptive migrations.

Most enterprises go live in less than six months with ServiceNow, quickly transforming aftermarket services and field operations on a platform that evolves as fast as the market demands.

Prioritizing customer experience

ServiceNow actively invites our customers to share their input on our product strategy and help shape priorities based on what matters most in aftermarket services and field operations.

The IDC MarketScape for SLM called out this strength: “ServiceNow’s culture of organic investment and close community engagement ensures technological advances deliver tangible benefits and drive transformation.”

For aftermarket and field service leaders, this means confidence that their investments will stay aligned with customer needs as the market shifts. Every new agentic AI capability, workflow, or integration is designed to drive business outcomes—seamless case resolution, higher first-time fix rates, and stronger customer relationships.

Read excerpts from the IDC MarketScape reports for SLM and FSM.

1 IDC MarketScape: Worldwide AI-Enabled Aftermarket/Service Life-Cycle Management Platforms 2025 Vendor Assessment, doc #US52968025, September 2025

2 IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Vendor Assessment, doc #US52967825, September 2025

The IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology uses a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market, and business execution in the short term. The Strategy score measures alignment of supplier strategies with customer requirements in a three- to five-year time frame. Supplier market share is represented by the size of the icons.