Field Services

On site, on time, and on target

TSIA helps companies with equipment on customer premises optimize service delivery and drive digital transformation with a special focus on service revenue growth and delivery efficiency.
Read our latest report

A sample of the TSIA Field Services community

How can your TSIA Field Services subscription help you today?

54%

Only 54% of Field Services organizations have formal SLAs—while those that do have higher growth and profitability.

The top revenue and margin performers in Field Services are using AI to forecast spare parts usage.

2%

The attrition rate reported by the top performing Field Services organizations, vs. 12% for the bottom performers.

40%

The growth rate reported by Field Services organizations that have service 3rd party solutions.

Reduce Total Cost to Serve

Optimize your costs without jeopardizing profitable revenue generation. Being a "low-cost" provider never goes out of style.

Increase Equipment Telemetry

Use equipment telemetry that will be more valuable than the product, to improve operations, and monetize and price offers.

Grow Service Revenue

Differentiate offers to move from "free to fee" and leverage Field Service Executives to drive adoption, expansion, and customer outcomes.

Improve the Customer Experience

Create a great customer experience informed by surveys and operational metrics to drive annual recurring revenue.

Talent Management

Recruit, onboard, and retain talent: Field Services is fundamentally a people business.
Explore deeper insights

Critical insights to transform your Field Services organization

Navigating tough economic times

Where to cut back

Track and Manage Utilization and Productivity
  • Ensure that the right resource with the right skill is leveraged at the right time.
Best Practices for Incident Management
  • Leverage efficient incident management to directly lower cost per incident, decreasing incident-to-problem conversion rates.
Telemetry Utilization
  • Optimize telemetry utilization to increase remote management and reduce onsite costs.

Where to find revenue

Leverage Field Resources for Cross-Selling of New Offers
  • Educate Field Service engineers on the utilization of TSIA’s LAER framework to identify expansion and cross-selling opportunities.
Develop Residency Offers
  • Monetize Field Service engineers with residency offers, particularly during customer downsizing.
Monetize Out-Tasking Opportunities
  • Establish simple out-tasking offers, leveraging field resources to perform complex or arduous technical activities.

Staying ahead of the AI revolution

Route Optimization

AI optimizes routes by considering factors like traffic, weather, and technician skills, improving overall productivity.

Resource Allocation

Analyze historical data and real-time information to assign the right technician with the necessary skills and equipment to each job.

Internet of Things Sensor Integration

Analyze data from embedded IoT sensors to monitor performance, proactively address potential issues, and minimize downtime.

Check out TSIA’s latest and greatest insights

Proprietary data.
Real results.

From inquiry and expert guidance to data services, workshops, virtual advisory sessions, and interactive strategy reviews, we help you more efficiently align people, processes, and technology to your financial results.

Inquiry & expert guidance

Make informed decisions, identify gaps, and mitigate risk with the knowledge of our Research Experts.

Interactive strategy reviews

We’ll review and validate your strategies against proven data to help make sure your organization is on the right track.

Workshops

Collaborate with our Researchers to accelerate your organizational capabilities, optimize performance, and transform your business model.

Virtual advisory sessions

Let our team customize a hyper-targeted plan for your organization, designed to tackle the challenges you’re facing right now.

Data services

Targeted quick polls and surveys showcase the latest industry trends so you can always see how your business compares.

The TSIA advantage

Efficiently tie people, process, and technology to your financial results with industry-validated best practices and guidance.
Understand what “good” looks like
Track the metrics that matter
Stay current on up-to-the-minute industry trends
See where the industry is headed
Tackle unique business challenges

Meet your research team

With over a century of collective experience, our research experts are here to make sure your business gets the most out of your Field Services membership.
Vele Galovski
VP, Support and Field Services Research

George Humphrey

Distinguished VP & Managing Director,
Offering and Delivery Research and Advisory

George Humphrey serves as the vice president and managing director of offering, delivery research, and advisory for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Kevin Bowers
Director, Field Services Research
George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research and Advisory
Thomas Lah
Executive Director and Executive VP
George Humphrey
Distinguished VP & Managing Director, Offering and Delivery Research
Kevin Bowers
Director, Field Services Research
Thomas Lah
Executive Director and Executive VP
Vele Galovski
Distinguished VP Research and Advisory, Support & Field Services

Supported by expert analytics and insights teams

Our data and research analysts and industry insights teams are here to make sure your researchers have everything they need to help your business thrive.

Data Analysts

Skilled in automation, visualization, and data engineering, our data analysts scale and maintain TSIA’s data engines.

Research Analysts

Using rigorous statistical analysis, our research analysts identify and define the critical insights that fuel our research

Data Journalists

Through data-driven storytelling and targeted interviews with member companies, our data journalists interpret and present our research analysts' findings.
“TSIA has very good information and good insights into the Field Services and Strategies around evolving to higher tier Supplier in the L3 & L4. The staff are well versed in the subject and helpful to queries and questions asked.”
Sukumara Repuri
SVP, Global Head of Learning Systems
“TSIA has many channels to help us learn and drive change into our business... such as, inquiries, webinars, onsite conferences and the many white papers and presentations focused on Best Known Methods, and leading-edge studies.”
Rudy Caruso
Group Director, Customer Services
“Our TSIA benchmark provided us with insights we couldn't have uncovered on our own. We now know where we stand next to our peers and have a clear path forward for our strategy over the next few years.”
Scott Schronce
Senior Vice President, Global Services

Top KPIs for Field Service Organizations

You can’t downsize your way to growth—so why are many organizations falling back on outdated cost-cutting methods as they face economic headwinds?
Get the Report

Essential resources to elevate your entire organization

The TSIA Portal gives you access to the tailored insights, strategies, and tactics you need to grow your organization and career.

Ready to become a member?
Our annual plans are designed for your success

These plans provide a range of services, including access to exclusive data, strategic support, and in-depth reviews and discussion with our Research Executives.
TSIA Portal Access
On-Demand Research, Webinars, Data Tools
Research Report Access
Research Inquiries
Custom Benchmark
Conference Vouchers
Premium Credits

Free

Create a Free Account
For individuals who want access to free resources and abridged research reports.
TSIA Portal Access
25 Users
Research Report Access
None/Abridged
Research Inquiries
None
Custom Benchmark
None
Conference Vouchers
None
Premium Credits
None

Standard

Per research area
For companies just starting to use data to make decisions and seeking to become industry-validated.
TSIA Portal Access
Several Users
Research Report Access
Full access
Research Inquiries
Several
Custom Benchmark
One
Conference Vouchers
Several
Premium Credits
None

Premium

Per research area
For companies actively enhancing their strategic objectives and needing additional support from TSIA Member Success and Research Executives for contextual data insights.
TSIA Portal Access
More Users
Research Report Access
Full access
Research Inquiries
More
Custom Benchmark
One
Conference Vouchers
More
Premium Credits
Several

Premium Plus

Per research area
For companies at the senior executive or CXO level, focusing on business model strategy and structure, with Research Executives aiding in using industry-validated data to tackle critical business challenges.
TSIA Portal Access
Many Users
Research Report Access
Full access
Research Inquiries
Many
Custom Benchmark
One
Conference Vouchers
Many
Premium Credits
More

ALL ACCESS

All research areas
For companies seeking cross-organizational transformation, leveraging extensive data-driven strategies to foster innovation and leadership across all levels and departments.
TSIA Portal Access
Most Users
Research Report Access
Full access
Research Inquiries
Most
Custom Benchmark
Several
Conference Vouchers
Most
Premium Credits
Most
Become a Member

Join the conversation

We couldn’t do what we do without you. That’s why whether in-person, virtually, or both, we’re proud to connect you with a diverse and inclusive network of other industry professionals who have solved the same challenges you’re facing.
image - people at a conference
icon - world conference

TSIA World Conferences

Connect with a diverse community of your peers and industry experts, attend inspiring keynotes and breakout sessions, and solve your business’ most pressing challenges.
Learn more

TECHtonic: the TSIA Podcast

Join host Thomas Lah as he discusses tried-and-true strategies companies need to employ to stay relevant, get profitable, and succeed in the ever-changing technology and services space.
Learn more
graphic - podcast player
graphic - discussions

TSIA Discussions

Join a community of your industry peers to hear about lessons learned, discover best practices, and meet new friends along the way.
Learn more

TSIA Webinars

Stay current on the latest tech industry trends and best practices with highly interactive sessions led by our experts and partners.
Browse our webinars
image - person on a video call
icon - webinar

Ready to take your Field Services business to the next level?

Our industry-validated research and advisory that you can't get anywhere else is here to help you make impactful, data-driven decisions that produce real results.

Want our latest trends and blog insights delivered straight to your inbox?

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
By supplying my contact information, I authorize TSIA to contact me. Learn more or opt out.