September 2025, IDC #US52967825 IDC MarketScape IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Vendor Assessment Aly Pinder IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape Worldwide AI-Enabled Field Service Management Applications Vendor Assessment Source: IDC, 2025 ©2025 IDC #US52967825 2 Please see the Appendix for detailed methodology, market definition, and scoring criteria. IDC OPINION Excellence in field service management (FSM) has progressed in recent years. Just a few years back, the field service technician was responsible for showing up with actual resolution a by-product of luck in many instances. The field team rarely knew what service part would be needed because they didn't actually know the reason an asset or a piece of equipment wasn't working at the time they were scheduled or dispatched. In IDC's recent Product Innovation and Aftermarket Services Survey, the top driver for organization's service efforts is to improve key customer metrics like customer effort, customer retention, and customer satisfaction score (CSAT) (59.1%, n = 447). Arriving within an SLA was good enough, but as the consumer world has informed the business world the expectation for exceptional service outcomes delivered at each interaction point is now the North Star. Technology advancements and automation tools have accelerated this shift, enabling service teams to cull through volumes of data to find the right insights to make more timely decisions. This is becoming ever more important as field service technicians and the back-office teams that support them are the face of the brand with the customer. However, the race to excel is becoming cluttered with failed experiments and pilots for many field service organizations. The ability to move at the pace of customer expectations has proved to be difficult as field service organizations are fearful of making the wrong bets. This is where IDC believes artificial intelligence (AI) and AI- enabled tools can help organizations move faster and find the right solutions to dynamic pressing challenges. AI should augment these teams and enable them to work more effectively, efficiently, and with the purpose of delivering enhanced experiences to customers. Key findings include the following: ▪ Data and intelligence are vastly different aspects of the field service organization. In the advent of the Internet of Things (IoT) and connected products, assets, and equipment, the expectation has long been that field service teams will have the ability to finally shift away from reactive service to more predictive resolution. Unfortunately, data silos, fragmented technology stacks, and misaligned KPI thwart organization's abilities to solve customer issues prior to a failure. ▪ AI-enabled applications are driving significant advancements in field service management, including scheduling optimization, route planning, and technician support, enabling faster issue resolution and improved customer outcomes. The ©2025 IDC #US52967825 3 vast amount of data, which needs to be analyzed from a variety of applications, demands field service organizations leverage more robust tools that can deliver insights quickly and accurately. ▪ Challenges across the market include overcoming legacy systems, addressing industry-specific requirements, and navigating fragmented technology landscapes. Organizations must balance scalability, configurability, and integration capabilities to meet diverse service models and needs. In addition, market inertia and risk aversion to AI adoption remain barriers, particularly in industries with slower digital transformation rates. This "short list" as provided by this IDC MarketScape highlights the variety of future strategies and current capabilities prioritized by technology vendors as these companies enable digital transformation, AI enablement, business model modernization, and customer excellence. For this IDC MarketScape, all 19 vendors support the end-to-end field service operations and its varied set of processes.