ISG Research ranks ServiceNow the overall leader in field service management
This recognition highlights our strengths in seven categories in total:
- Product experience, which includes adaptability, capability, manageability, reliability, and usability
- Customer experience, which includes total cost of ownership/return on investment and validation
It’s also a testament to the strong collaboration between our teams and our customers and underscores our support for field service organizations that strive to deliver industry-leading customer experiences daily.
Field service organizations are highly innovative, providing reliable, consistent, and specialized support across a range of service offerings and industries. ServiceNow empowers our customers to lead with field service as a strategic differentiator and revenue generator for their businesses. Let’s explore how.
Proactive, predictive field service delivery
Many organizations still rely on manual processes for field service operations, complicating technicians' work and slowing service delivery. Inefficient planning, scheduling, and dispatching lead to wasted time, unnecessary travel, fewer completed jobs, and inconsistent service quality.
ServiceNow, the AI platform for business transformation, unites AI, data, and workflows to revolutionize field service for customers, assets, and facilities. AI is built into every layer of the platform natively, enhancing field service quality and speed. It analyzes historical and real-time data to monitor asset health, help prevent failures, and support proactive servicing.
AI agents are able to plan work, schedule, and dispatch technicians autonomously. And FSM enables customers to intelligently track parts used, repair costs, and asset downtime to consistently improve service delivery workflows.
These features enable service managers to address incidents before they affect customers, and they allow technicians to complete work efficiently with intelligent tools at their fingertips. Proactive service is a main reason ISG acknowledged ServiceNow, noting the platform's quality of both customer and product experience.
Industry-leading usability
Organizations using legacy field service management solutions often face usability challenges, frustrating employees and customers alike. Complex interfaces require dispatchers to click and scroll across multiple pages just to schedule resources, assign jobs, and monitor work.
Poor mobile optimization forces technicians to waste time sifting through customer data, potential solutions, and required forms. Clunky reporting tools make it difficult for service managers to extract actionable insights to improve operations.
ServiceNow FSM offers a seamless experience:
- Customers can self-serve through personalized portals, schedule appointments, receive work status notifications, and access knowledge articles via their preferred channels.
- Dispatchers have all necessary information in one workspace, including equipment needed, jobs requested, and crew availability.
- Technicians can use mobile playbooks for step-by-step guidance, as well as assistive and agentic AI to expedite task completion.
- Service managers have full control over field operations with advanced dashboards that illuminate scheduling and performance, enabling accurate demand forecasting and support for technician skill development.
The ServiceNow Platform is purpose-built for end users. ISG Research’s recognition of ServiceNow® FSM as a leader in the usability category highlights the product’s robust and intuitive digital experience.
Unifying customer experience
Success in field service means being prepared to handle any job on the first visit, from installation to decommissioning to maintenance to repair. Only an integrated platform can make that possible. ServiceNow provides a unified solution that integrates existing systems, giving customers, employees, and leaders real-time visibility into work status and operational performance.
ServiceNow further extends the power of FSM to enable organizations to service, sell, and deliver on a single unified platform. The ServiceNow Platform empowers businesses to convert more leads, accelerate opportunities, streamline order fulfillment, and enhance customer service, supporting every stage of the customer lifecycle with ServiceNow Customer Relationship Management.
As the adaptability category leader, ServiceNow FSM connects field operations and the broader enterprise, enabling organizations to maximize their current and future technology investments.
Revolutionizing field operations
We’re honored to be the overall leader in the customer experience category. We attribute this to customers who collaborate closely with us to deliver a world-class solution. With support from ServiceNow, field service organizations across industries have seen technician productivity increase exponentially, gaining real-time performance visibility by breaking down departmental silos to fast-track business growth.
We believe our recognition as the overall leader in the ISG Buyers Guide for Field Service Management exemplifies our continued commitment to helping customers deliver industry-leading field service with every job completed. I would like to extend my sincere thanks to all our customers and teams for their ongoing innovation and dedication to delivering value for field service organizations.
Find out more about how ServiceNow FSM helps deliver AI-driven field service management to reduce field service costs and increase efficiency.