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ServiceMax Named a Leader in the 2021 Gartner Magic Quadrant for Field Service Management


“Other providers measure themselves against the Leaders and emulate their strategies and tactics. Leaders demonstrate market strength, based on installed-base depth, and they affect market trends in terms of all the criteria by which they are evaluated. Leaders’ software users often consider that they are gaining a competitive advantage over others in their industry.” *Gartner, “Magic Quadrant for Field Service Management”, 31 August 2021, Jim Robinson, Naved Rashid

Emerging Technologies in Field Service


The CTOs, innovation leaders, and field service teams that put new, cutting-edge technologies into service last year have just scratched the surface of what these digital tools can accomplish. This special version of the annual “Emerging Technologies” field service report will explore the sophistication of field service teams’ technology programs, revealing how organizations are tracking the status and reliability of their assets while meeting customer demands for service using new software and hardware.

The 2021 CSO Report: A Comprehensive Guide for Chief Service Officers Globally


The CSO Report offers a summary of the major themes, challenges, initiatives, and opportunities gathered from ServiceMax’s growing global community of Chief Service Officers.

Medical Technology Field Service in the Post-COVID Healthcare Environment


In this report, WBR Insights along with Field Service Medical, explores some of the key steps medical service organizations are taking within the current moment in time, including how they’re deploying monitoring technologies and how they’re adapting to the expanding homecare market. Learn how Field Service organizations are working to address challenges with innovative strategies, and how your organization can do the same.

The Value of Integrations


Managing a large number and variety of integrations is critical to realizing the value of ServiceMax’s Field Service Management solutions. Serving as an execution platform, ServiceMax can – through integrations – provide the information needed by customer service agents, technicians and service engineers, back office support staff, procurement/supply chain personnel, and/or the finance team to effectively and efficiently perform their work. It is all about breaking through software silos to deliver the correct information to the right people in real time.

The Internet of Things & the Future of Field Service


The Internet of Things refers to the connectivity of physical devices (or “things”) through sensor and other technologies that allow the devices to send and receive data. IDC predicts that 42 billion devices or “things” will be IoT-connected by 2025. Industrial organizations, particularly in manufacturing and energy, increasingly recognize IoT’s importance: over one half in the US are already deploying IoT in a pilot or production setting.

Augmented Reality & The Future of Field Service


Augmented reality (AR) technology blends the real and digital worlds by overlaying digital information or objects within a person’s current view, enhancing the viewer’s experience. The most familiar examples of AR are consumer-based, such as Nintendo’s Pokemon Go and Google Translate. However, the field of "industrial AR"—using the technology to solve industry problems in manufacturing and service—is growing steadily in part due to technology gains and greater understanding of the potential benefits.

Frost & Sullivan Awards ServiceMax the 2020 Market Leadership Award for Mobile Field Service Management


In another testament to our leadership in Field Service Management, ServiceMax has received Frost & Sullivan’s 2020 Market Leadership Award for North American Mobile Field Service Management. We invite you to access and read the full write-up that accompanies the award.

Artificial Intelligence, Machine Learning, & the Future of Field Service


AI & ML Defined: Artificial Intelligence (AI) is generally defined as the application of advanced analysis and logic-based techniques to interpret events, support and automate decisions, and take actions. These techniques include Machine Learning (ML), which relies on sets of rules or algorithms to continuously learn from data. We increasingly encounter AI and ML as consumers, whether by interacting with virtual assistants, scrolling social media feeds, or streaming video content. But AI’s potential for business is wide-ranging—especially for field service.

Advancing Safety in the Field


Digital Tools to Protect your Workforce. Without adequate attention to the well-being of frontline workers, other business outcomes—productivity, asset uptime, customer experience, revenue, and regulatory compliance—cannot be attained or sustained. The landscape for field worker safety, however, is constantly shifting. This dynamic has been brought into focus by the COVID-19 crisis.For industries performing service on complex, mission-critical assets, safety has long been a top priority. But as safety requirements evolve, advanced digital tools become essential to ensure organizations can respond quickly to safety nee

Gartner Critical Capabilities for Field Service Management, 2020


ServiceMax scored highest (4.04/5) for Equipment-Centric: Complex Service and Support Use Case in new Gartner report. Gartner Critical Capabilities for Field Service Management, 2020 evaluates vendor products for 3 common use cases using 9 product capabilities.

Field Service USA 2020 Report: Cutting-Edge Technology in Field Service


Surveying the Next-Gen Technology that is Transforming Service Delivery and Management

Video Highlights - IDC MarketScape for Field Service


Watch now to hear IDC Analyst Aly Pinder share the highlights of the IDC MarketScape for Worldwide Manufacturing Field Service Management. Published in November 2019, this IDC MarketScape report profiles and rates 10 field service management vendors who support the field service management market for Manufacturing. In this video, Aly shares why field service management is a "must" to deliver service less reactively and more effectively. Hear why IDC named ServiceMax a Leader in this dynamic market.

From Grease to Code: What Drives Digital Service Transformation


Download the Forrester Executive Summary to discover how: The digitalization of industrial services requires new skills and mixed labor models will shape the future of talent sourcing; the focus on digital transformation has placed companies’ attention on harnessing equipment data for insights, exploring new business models, and implementing digital technologies; companies aim to better understand the lifetime of their equipment, how to improve it and how to impact customer satisfaction and business revenue.

WBR Insights Report 2019


Medical Device Manufacturers are experiencing a moment in time defined by changes in technology and customer expectations, framed by increasing data management and compliance challenges. These must be addressed by comprehensive service management strategies. Access this report to learn about the strategies Medical Device Manufacturers are utilizing to remain compliant, while scaling their business and pushing towards service profitability.

ServiceMax Named a Leader in the Aragon Research Globe for Team Collaboration, 2019


Mobile workers, especially in the field service management market, are flocking to new ways to share knowledge with their peers and experts in the back office. Often, they turn to consumer apps to fill this need, but these are often unsecure and unsanctioned. Fortunately, new digital work hubs like Zinc are emerging that help connect employees via voice, messaging, hotline groups and more, securely and seamlessly. In this new report, published in July 2019, independent research and advisory firm Aragon Research rates 18 team collaboration vendors on various criteria, and recognizes the field service use case as a key market for these new digital work hubs.

Impact Report: The 2019 ServiceMax Customer Survey Results


Hundreds of companies and hundreds of thousands of technicians depend on ServiceMax to service hundreds of millions of assets around the globe. Each year, we survey customers to better understand how real-world organizations benefit from field service management technology, and to discover areas where even the most-advanced organizations could improve. Partnering with market research consultancy Wakefield Research, the ServiceMax Impact Report shares results for service leaders to help them rethink approaches to digital service transformation.

Field Service USA 2019 Report: Emerging Technologies in Field Service


In this 2019 Field Service USA report, we benchmark how the latest tools in field service are improving results for customers, service teams, and business as a whole. Featuring a dedicated, in- depth analysis of four technology categories: IoT and Big Data, On-site augmented reality and wearables, AI and machine learning, Field service management (FSM) technologies. These real-world data provide you with a complete picture of the cutting-edge technology performance landscape.

Preventing Unplanned Downtime Through Predictive Maintenance


Asset-centric field service organizations need to be proactive. Car owners are familiar with the concept of manufacturer-recommended maintenance. You change the oil every 3,000 miles with the expectation of reliability and peace of mind. The same holds true in the context of industrial and medical equipment. To encourage regular upkeep, many service organizations offer maintenance plans to help avoid costly and disruptive emergency repairs. In addition, customers expect improved uptime from properly maintained equipment and assets. While preventative maintenance visits are critical to keeping customers happy, taking a proactive approach to maintenance is the future

IDC Report: Bridging the Service Excellence Gap for Asset-Oriented Manufacturers: Complexity, Cost, and Intelligence


The role of service is changing rapidly among asset-oriented manufacturers. Digital transformation is enabling operators to have the insights necessary to predictively solve problems before assets fail.

ServiceMax Magazine, Issue 7


In this issue, you'll hear some of our customers' stories, like how Compac relies on an efficient service operation in the packhouse in order to move fresh produce at peak quality, as well as how GE Power is planning a future of zero unplanned downtime for millions across the globe.

Service Metrics That Impact The Bottom Line


Traditionally, the service organization has been viewed as a cost center, hampered by siloed data and manual processes that don’t provide true visibility into its performance and the impact on profitability. Modern senior finance and operational leaders are transforming service models by digitizing and automating field service to improve efficiency. However, it’s not enough to simply reduce manual processes. Without the right data analytics, systems, and processes in place to track service performance, little can be done to improve what is not measured.

Delivering on the Digital Promise


In today’s competitive environment, businesses are under growing pressure to increase output, improve margins and optimise assets. This means it’s crucial to get the most out of filling units, reduce the risk of downtime and to connect, automate and monitor lines. All while driving down costs. To enable the digital transformation to power this strategy, SIG and GE Digital have formed a strategic partnership. SIG will deploy GE Digital’s Predix Asset Performance Management (APM) and ServiceMax industrial applications across hundreds of customer factories worldwide to drive new levels of efficiency, create intelligent solutions and enable new possibilities for its customers.

IDC Analyst Connection: Excelling at Service Delivery with a Hybrid Workforce


Aly Pinder, Program Director, Service Innovation and Connected Products at IDC, addresses five questions put forward by ServiceMax. His answers highlight pertinent areas and provide you with actionable recommendations.

The Rise of "Asset and Service Data Gravity"


Asset and Service Data is one of the most critical and valuable data sets collected, aggregated and analysed in an organisation. But it also one of the most neglected and untapped sources of actionable insights, that has the potential to connect and benefit every function in the organization and help you stay miles ahead of the competition. Effective transition to this advanced business model will be intrinsically linked to the ability to successfully collect and use this data.

[Webinar Brief] Automate and Optimize Your Field Service Processes to Boost Profitability


In a recent webinar in partnership with Nintex, we discussed how digital transformation is fundamentally changing every industry. Discover how field service organizations need to transform digitally to drive efficiency, customer satisfaction and profitability, and learn how intelligent process automation (IPA) is enabling service organizations to automate, orchestrate and optimize their processes.

[Webinar Brief] No Silver Bullet: Determining a Service Strategy that Drives Profitability and Utilization


In this webinar brief, we recap Patrice Eberline’s webinar with WBR Research and discuss the important elements of developing a service strategy for profitability and utilization. Learn how to optimize processes, capitalize on opportunities and create a culture of excellence based on insights and metrics.

[Webinar Brief] Connected Field Services for Oil and Gas


Oil and gas exploration and production (E&P) companies face an array of complex challenges, from price pressures and aging infrastructure to safety, health and environmental requirements. Now, many of these businesses are preparing to digitally transform their production operations to combat these challenges. In this webinar brief learn how field service management solutions can help break down traditional process silos with work order automation, dynamic scheduling and routing.

[Webinar Brief] Building an Outcome-Based Service Empire


Providing great service to your customers is a must. But “great” has become a loaded word due to increasingly high expectations for service agreements. Customers now often expect field service teams to deliver proactive, outcome-based maintenance to eliminate their worries about the potential consequences of equipment downtime or failure. But many service organization are still not set up operationally to offer this level of service to their customers. Fortunately, new service strategies and technologies are emerging that can help teams deliver maintenance services that are not only more proactive, but predictive.

[Webinar Brief] Raise Field Service Productivity with Our Integrated Knowledge and Inventory Solution


Being in the medical field service business has never been more challenging: hospitals are consolidating and increasing in scale, medical equipment is getting more complex, and talented technicians are harder to find and retain. The key to successfully navigating this dynamic environment is making sure that your technicians have all of the customer, equipment and process data that they need to do their jobs efficiently—all while staying FDA compliant. Most importantly, that data must be readily available on a mobile device—both online and off.

eBook & microsite "Cost, Causes and Consequences of Unplanned Downtime"


The Vanson Bourne study finds that production and productivity, IT, and customer service are hit hardest by unplanned downtime, with damaging repercussions for businesses as a whole.

Field Service Magazine, Issue 6


Using metrics & analytics in your service business? See how other organizations handle the numbers in this issue of Field Service magazine.

ServiceMax Digital Field Service Effect calculator


This 5-minute value calculator will ask simple questions related to the performance of your service organization. It will then apply those benefits against achievements seen by our customers after the adoption of ServiceMax Field Service Management Software; resulting in an output of potential gains for your organization. Knowing your capacity for improvement is key to driving adoption of technology that will ensure your organization is best-in-class well into the future.

Report: "After The Fall: Cost, Causes and Consequences of Unplanned Downtime"


Our brand new study surveyed 450 field service and IT decision makers in the UK, US, France and Germany across the manufacturing, medical, oil and gas, energy and utilities, telecoms, distribution, logistics and transport sectors, among others. The study finds that production and productivity, IT, and customer service are hit hardest by unplanned downtime, with damaging repercussions for businesses as a whole.

ServiceMax Field Service Maturity Assessment Tool


ServiceMax’s Maturity Assessment Tool brings the intuition about your field service performance, together with an objective analysis of your position amongst industry leaders. It takes a straightforward approach to help you develop the right priorities for process improvement, in key areas such as customer satisfaction, utilization and cost controls.

The New Standard of Facility Management


Today’s facility manager must juggle an array of responsibilities while complying with strict regulatory standards. Using older manual and paper-based processes to maintain aging assets and infrastructure while trying to cut costs can be a difficult challenge. Find out how digital tools can help improve efficiency, cut costs and reduce errors in this eBook from ProntoForms and ServcieMax . “The New Standard of Facility Management” examines how mobile data collection platforms, including intuitive Internet of Things (IoT) solutions, empower facility manager professionals to tackle the challenges facing today’s industry.

Webcast Brief: The Future of Service Transformation in a Digital World


Your service business provides unprecedented visibility into your organization, enabling you to make the decisions that will increase cash flows, exceed your customer expectations and ultimately set you apart from your competition.

IDC Report: Field Service Management in Manufacturing: ServiceMax


Field Service is a priority for manufacturers. Read this profile of ServiceMax and hear IDC analyst Heather Ashton's insights on ways ServiceMax is innovating and delivering the capabilities that matter for field service organizations at OEMs.

Field Service Magazine, Issue 5


The latest issue of Field Service Magazine featuring customer stories from Domino and Topcon Japan.

How Digital Transformation Drives Service Innovation


Digital transformation (DX) is driving service organizations to transform into value generators for their companies. Heather Ashton, Research Manager at IDC Manufacturing Insights, recently sat down with ServiceMax to talk about DX and its importance to the entire organization.

Into the Diamond Mine: A Field Service Transformation Handbook for Executives


Patrice Eberline, VP of Customer Transformation at ServiceMax, explores how firms can undergo service transformation in her new book. Take a walk with her into the mine and find out what Transformation really means for Field Service.

Webcast Brief - Service Transformation: The Cornerstone of Your Digital Journey


Learn how automation can turn field service into a financial and competitive advantage.

eBook - How CFOs can lead the Service Transformation Initiative


This eBook will explore how CFOs can embrace a field service management platform that can be at the core of a true business transformation. Topics include: What CFOs need to consider when evaluating a field service management platform; how taking action to improve the field service organization can impact cash flow, customer satisfaction, visibility, and safety; the metrics that should be used for evaluating the success of your field service transformation; the future of field service management.

Field Service Magazine, Issue 4


ServiceMax Joins Forces with GE Digital

ServiceMax Magazine Issue #3 Fall 2016


Read the Fall 2016 issue of Field Service Magazine, written by experts for the whole field service organization.

Make Operational Excellence a Reality


Bain & Company recently said that service is “a key weapon in the intensifying battle for technical differentiation and commercial value proposition, which every industrial company is fighting.” Service is clearly the new battleground.

ServiceMax Magazine Issue #2 Summer 2016


Read the second issue of ServiceMax Magazine, written by experts for the whole field service organization.

ServiceMax Magazine Issue #1 Spring 2016


Read the first issue of ServiceMax Magazine, written by experts for the whole field service organization.

Mastering Field Service In Commercial and Residential Services


This report will give you strategies to help transform your commercial or residential service organization into a field service powerhouse.

Mastering Field Service In Medical Devices


Medical device industry experts agree that for companies to stay competitive in the current healthcare environment, they must move beyond just the sale of products to grow and stay profitable.

Mastering Field Service In Manufacturing


Discover the three fundamental shifts that have taken place in manufacturers’ service organizations.

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