The Future of Field Service Management (FSM) – What Lies Ahead for an Industry that Is Constantly Evolving and Reinventing Itself

[The following is a first page excerpt from SFG℠‘s Analysts Take paper on “The Future of Field Service Management (FSM)” originally published this past July, 2017. Following the conclusion of our current, updated, survey research on the topics of Field Service, Service Parts Management and Warranty Management, we will be updating this document later in Q2, 2018. In the meantime, to download the entire original document, simply click on the Weblink provided at the bottom of this page.]

The global Field Service Management (FSM) segment has re-invented itself several times over the years, from break/fix, to network services, to software support and such. However, the introduction of the Internet of Things, or IoT, is going to have a much greater and profound impact on the global services community than anything else that has preceded it! In fact, it already is!

For years, services managers have been talking about ways in which to reduce the number of “truck rolls” in order to save money, and repair the customer’s equipment remotely – first, by phone, or assisted self-help; and, now, via remote diagnostics and predictive diagnostics.

Truck rolls are not necessarily a thing of the past; however, they have greatly diminished in frequency as a result of the integration of the predictive diagnostics, remote diagnostics and the IoT into Field Service Management (FSM) systems.

“Improvements in business analytics have also assisted field service managers in their ability to manage their entire business operations – and not just the field service aspects of the business.”

Improvements in business analytics have also assisted field service managers in their ability to manage their entire business operations – and not just the field service aspects of the business. There are more analytical tools available now than ever before, and most managers are actively engaging their dashboards, so they can intelligently manage their field service operations.

Through the use of Augmented Reality (AR) apps, now actively being combined with Virtual Reality (VR) to form a more complex and robust “Mixed Reality” (MR) capability, we are likely to see even more advances in the types of technologies that will ultimately reduce the cost of performing service – for both on-site and remote repairs – over time. Artificial Intelligence (AI) and Machine Learning (ML) immediately come to mind.

Also, with technology visionaries like Elon Musk, who started out with his Tesla automobile business, branching into solar panels and, of course, SpaceX, we are likely to see more and more technological advances coming down the pike. For example, Musk’s new venture, Neuralink, has set its goals on attaining the ability to “merge” the power of the human brain with the power of the IoT, in order to upload and download “human thoughts” onto chips, and vice versa.

Imagine the impact that new ventures like this will have on all aspects of business, not just in field services, if successful! All of a sudden, veteran field services technicians will become just as important as the influx of computer-savvy millennials with respect to their experiential value to the Field Service Organization (FSO). The process goes on and on, and field service management will continue to evolve over time, as a result.

[To download the entire Analysts Take paper on “The Future of Field Service Management (FSM)”, simply click on the following Weblink: The Future of FSM (Draft-17-06-29-01).]

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