September 2025, IDC #US52968025 IDC MarketScape IDC MarketScape: Worldwide AI-Enabled Aftermarket/Service Life-Cycle Management Platforms 2025 Vendor Assessment Aly Pinder IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape Worldwide AI-Enabled Aftermarket/Service Life-Cycle Management Platforms Vendor Assessment Source: IDC, 2025 ©2025 IDC #US52968025 2 Please see the Appendix for detailed methodology, market definition, and scoring criteria. IDC OPINION In a renaissance of excitement, the aftermarket is proactively embracing artificial intelligence (AI) and technology modernization to transform and differentiate. The aftermarket has often been an incremental business function, which prods along a digital transformation journey going from paper-based processes to mobile apps with many steps in between. This legacy is rapidly being turned on its head. According to IDC's Product Innovation and Aftermarket Services Survey, the top business initiatives driving strategy for service leaders in the next 12–24 months are to adopt AI and generative AI (GenAI) tools and improve service (quality and speed) to customers (45.6% and 43.8%, respectively). AI is revolutionizing aftermarket service operations by breaking down silos, enabling seamless data integration, and driving modernization. AI- enabled tools have the opportunity to transform the aftermarket service life cycle into a dynamic, future-ready ecosystem. This transformation fosters efficiency, enhances customer satisfaction, and positions organizations for sustained innovation in a dynamic market landscape. Key findings include the following: ▪ AI, generative AI, and agentic AI are not just an interest of the consumer market or back office. The aftermarket service operation is witnessing excitement around the potential for AI to drive business process and excellence within customer and employee engagements. Furthermore, aftermarket service organizations are exploring innovations beyond the use cases of a few years ago, which were focused on summarization or basic task automation. The future of AI and agentic AI is dynamic and requires consistent evaluation and partnerships for sustained innovations. ▪ Silos persist in the aftermarket and the adjacent functions that should leverage service data in their respective decision-making. Too often, applications and business functions are walled off from one another leading to missed opportunities to innovate and excel. A number of technology vendors are delivering a wider range of offerings to support multiple business functions or establishing robust partner ecosystems to ensure data can flow seamlessly across teams, suppliers, and customers. The aftermarket is riddled with a fragmented landscape; however, technology vendors are beginning to revel in the coopetition framework that allows for focus on value and user experience. ▪ The aftermarket and service life cycle is a function of the enterprise that often manages assets or equipment, which are long-lived and critical to the business. ©2025 IDC #US52968025 3 These realities demand that the service team has the expertise to deliver at the point of service every time, regardless of tenure, skill set, or ability. This provides a perfect storm of challenges as the workforce is aging while aftermarket service organizations try to meet the demands of a complex environment. To meet the needs of the market, service organizations will need to address the knowledge management challenges facing the workers and equip them with the dynamic tools to capture knowledge, access insights, and accelerate action in a mobile way to meet the needs of the customer. ▪ This "short list" as provided by this IDC MarketScape highlights the dynamic future strategies and current capabilities displaying advancement by each of these AI-enabled technology vendors, which aid aftermarket service organizations in their pursuit of digital transformation and modernization. For this IDC MarketScape, all 13 vendors either directly offer or enable through partners the end-to-end aftermarket/service life-cycle management (SLM) set of capabilities.