Research Report

The State of Field Services: 2020

This report covers key marketplace trends and critical capabilities that field services organizations must acquire to ensure success in 2020.

For the last eight years, equipment manufacturers in every industry have been struggling with a business model disruption that has had significant implications for field services organizations.

In this “State of Field Services” report, we will:

  • Provide an overview of industry trends for equipment/hardware manufacturers.
  • List the top business challenges faced by field services organizations.
  • Discuss the three strategic imperatives that will drive field services organizations in 2020 and beyond:
    • Productivity: Being the low-cost provider never goes out of style.
    • Service Revenue: Differentiating offers and increasing tangible value.
    • Digital Transformation: Technology impacting business models and service delivery.
  • Provide a “heatmap” of the critical organizational capabilities required to address the top business challenges.

Authored By:

Vele Galovski

Vice President, Field Services Research, TSIA

​Publish Date: February 21, 2020

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