AI, Integration Boost Field Service Effectiveness, ISG Says

Key Terms

field service management technical

Coordinating and overseeing technicians, vehicles and equipment that go to customer sites to install, repair or maintain products and services. Think of it like a scheduler and dispatcher for home-service crews or delivery drivers: it affects how quickly problems get fixed, how many jobs a company can handle, and how much it costs to run those visits. Investors care because efficient field service boosts recurring revenue, cuts operating expenses and helps retain customers.

ai technical

Artificial intelligence (AI) is technology that enables machines to mimic human thinking and learning, allowing them to analyze information, recognize patterns, and make decisions. For investors, AI matters because it can improve how businesses operate, create new products, or identify opportunities faster and more accurately than humans alone, potentially impacting company success and market trends.

proactive maintenance technical

Proactive maintenance is the planned inspection and upkeep of equipment or systems to prevent breakdowns before they happen, like servicing a car regularly to avoid roadside failures. For investors, it matters because it lowers the risk of costly outages, unexpected repair bills and regulatory problems, supports steadier production or revenue, and can improve the predictability of operating costs and asset lifespan.

Enterprises adopt comprehensive platforms for efficient, predictive service planning and delivery meeting industry requirements, new research says

STAMFORD, Conn.--(BUSINESS WIRE)-- Field service delivery software is rapidly evolving into broad-based platforms enhanced with AI as enterprises seek end-to-end visibility and tighter coordination, according to new research from global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III).

The 2026 ISG Buyers Guides™ for Field Service Management provide the rankings and ratings of 37 software providers and their products for the deployment, management and support of technicians serving customers in the field. The series includes industry-specific Buyers Guides for healthcare and manufacturing field service and a guide to emerging field service software providers. The research finds that field service management (FSM) is becoming a platform-centric discipline as the planning and delivery of field service grow more complex. Enterprises increasingly treat FSM platforms as foundational systems for operational resilience, integrating multiple activities.

“Companies want control over the whole field service lifecycle so they can adapt to new requirements in real time and meet rising customer expectations,” said Keith Dawson, director of research, Customer Experience, at ISG. “The broader the platform, the easier it is to view and manage processes for maximum efficiency.”

Using field service platforms, enterprises are digitalizing service processes more comprehensively, ISG finds. They are able to bring knowledge, scheduling, skills, asset tracking and financial performance together to better understand the true cost of service. Unified platforms also help firms communicate consistently with customers, prioritize incidents and respond to issues more quickly.

Advances in AI are helping companies optimize the dispatching process and manage technical knowledge for both customers and technicians, the research finds. Platforms allow enterprises to take a more predictive approach to service delivery, anticipating maintenance needs and transforming field service operations from reactive break/fix models to planned interventions that minimize downtime and reduce costs. By 2028, two-thirds of enterprises will use AI to coordinate field service teams, ISG says. Integrated, AI-enabled platforms can also organize centralized documentation across contact centers, customer portals and internal service teams. By 2027, ISG says, most field service technicians will have AI-boosted knowledge on site to help them resolve issues faster.

Companies should treat FSM adoption as a structured transformation, with phased rollouts and alignment across service, IT, operations and finance functions, the research finds. When choosing a platform, they should focus on how well it can be integrated with the overall enterprise environment while also introducing AI. Key considerations include a platform’s security, governance, AI maturity and alignment with long-term enterprise strategies.

ISG rates software providers in five evaluation categories: Overall, Product Experience (incorporating Capability and Platform) and Customer Experience. Providers ranked in the top three for each evaluation category are named as Leaders. Within each platform category, those that meet the greatest proportion of our evaluation criteria are named as Overall Leaders.

For its 2026 Buyers Guide™ for Field Service Management, ISG evaluated software providers across three platform categories — Field Service Management, Field Service Customer Engagement and Field Service Proactive Maintenance. A total of 18 providers were assessed: Comarch, CSG, Epicor, IBM, IFS, Infor, Microsoft, Odoo, Oracle, Oracle NetSuite, OverIT, PTC, Salesforce, SAP, ServiceNow, ServiceTitan, Simpro and Syncron.

For the Buyers Guide for Healthcare Field Service, ISG evaluated a total of 17 software providers: Comarch, Fieldcode, FSM Global, Gomocha, GPS Insight, IBM, IFS, Infor, Microsoft, Mobile Reach, Oracle, Praxedo, PTC, Salesforce, SAP, Solvares Field Service and Syncron.

For the Buyers Guide for Manufacturing Field Service, ISG evaluated a total of 15 software providers: Comarch, Dusk Mobile, Gomocha, IBM, IFS, KloudGin, MSI Data, Oracle, PTC, Salesforce, SAP, ServiceNow, ServicePower, Syncron and Zinier.

For the Buyers Guide for Field Service Emerging Providers, ISG evaluated a total of 19 software providers: Atheer, Dusk Mobile, Fieldcode, FSM Global, Frontu, Gomocha, GPS Insight, Innosoft, Kapture CX, KloudGin, Mobile Reach, MSI Data, Nomadia, Praxedo, Retriever Communications, ServicePower, Solvares Field Service, WennSoft and Zinier.

Across the Buyers Guides for Field Service Management, Healthcare Field Service and Manufacturing Field Service, Salesforce and IFS were ranked among the top three Overall Leaders in five platform categories. ServiceNow was ranked in the top three in four platform categories and SAP in one platform category.

In addition, the following providers were rated as Exemplary or Innovative:

Field Service Management: IBM, IFS, Oracle, Salesforce, SAP and ServiceNow were rated Exemplary. Comarch, Microsoft and PTC were rated Innovative.

Field Service Customer Engagement: CSG, IFS, Oracle, Salesforce, SAP and ServiceNow were rated Exemplary. Comarch, Microsoft and PTC were rated Innovative.

Field Service Proactive Maintenance: IBM, IFS, Oracle, Salesforce, SAP and ServiceNow were rated Examplary. Comarch, Microsoft and PTC were rated Innovative.

Healthcare Field Service: IBM, IFS, Microsoft, Oracle, PTC, SAP, and Salesforce were rated Exemplary. Comarch and Praxedo were rated Innovative.

Manufacturing Field Service: IBM, IFS, Oracle, PTC, Salesforce, SAP and ServiceNow rated Exemplary. ServicePower was rated Innovative.

Field Service Emerging Providers: Dusk Mobile, Fieldcode, KloudGin and ServicePower were rated Exemplary. FSM Global, GPS Insight, Kapture CX, Nomadia, Praxedo and Zinier were rated Innovative.

“Integrated, AI-enabled FSM platforms use data to significantly improve field service, in some cases turning it into a strategic differentiator,” said David Menninger, executive director, software research, ISG. “This research evaluates platforms and providers in detail, with a focus on AI capabilities, so enterprises can determine which best serves their needs and fits their service strategy.”

The ISG Buyers Guides™ for Field Service Management are the distillation of more than a year of market and product research efforts. The research is not sponsored nor influenced by software providers and is conducted solely to help enterprises optimize their business and IT software investments.

Visit this webpage to learn more about the ISG Buyers Guides™ for Field Service Management and read executive summaries of each of the four reports. The complete reports, including provider rankings across seven product and customer experience dimensions and detailed research findings on each provider, are available by contacting ISG.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.

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Press Contacts:

Laura Hupprich, ISG

+1 203 517 3100

laura.hupprich@isg-one.com

Julianna Sheridan, Matter Communications for ISG

+1 978 518 4520

isg@matternow.com

Source: Information Services Group, Inc.