세계의 필드 서비스 관리 시장 분석 : 솔루션별, 서비스별, 전개 방식별, 조직 규모별, 최종 이용 산업별, 지역별(2025-2033년)

The global field service management market size reached USD 5.8 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 18.5 Billion by 2033, exhibiting a growth rate (CAGR) of 13.7% during 2025-2033. The global market is primarily driven by advancements in technology, increasing demand for personalized customer service experiences, and the rising need for operational efficiency, with innovations in mobile connectivity, cloud computing, and artificial intelligence (AI).

Field Service Management Market Trends:

Technological advancements

The integration of mobile technology ensures that field service technicians can access critical information and communicate with their teams in real-time, even from remote locations. Cloud computing facilitates the centralization and accessibility of data, enabling service managers to make informed decisions based on real-time information. The Internet of Things (IoT) has revolutionized management by allowing connected devices to communicate issues and schedule maintenance automatically, reducing downtime and improving service efficiency. Artificial intelligence (AI) and machine learning (ML) are transforming the management by predicting service requirements, optimizing scheduling, and automating routine tasks, which enhances overall operational efficiency and customer satisfaction.

Increasing demand for improved customer service

The emphasis on customer service is more critical than ever in the sector. Modern consumers expect quick, efficient, and personalized service experiences. Field service solutions help meet these expectations by ensuring that service technicians arrive on time, are well-prepared with the right information and tools, and can resolve issues effectively during the first visit. Features, including GPS tracking and automated scheduling reduce wait times and improve accuracy in service delivery. Customer portals and mobile apps provide transparency, allowing customers to track service progress, access service history, and communicate with technicians directly. This level of engagement and communication builds trust and enhances customer satisfaction, which is vital for customer retention and brand reputation.

Growing need for operational efficiency

Efficient scheduling and dispatching of field personnel ensure that the right technician with the right skill set is sent to the correct location, minimizing travel time and costs. Inventory management capabilities ensure that parts and equipment are well-stocked and readily available, reducing delays and improving first-time fix rates. Workforce management tools help in tracking technician performance, identifying training needs, and optimizing labor allocation. Data analytics and reporting tools provide valuable insights into operational performance, helping businesses identify areas for improvement, forecast demand, and manage resources more effectively. By reducing operational complexities and costs, these solutions enable businesses to focus on growth and innovation.

Field Service Management Industry Segmentation:

Breakup by Solution:

• Schedule, Dispatch and Route Optimization
• Customer Management
• Work Order Management
• Inventory Management
• Service Contract Management
• Reporting and Analytics
• Others

Schedule, dispatch and route optimization accounts for the majority of the market share

Schedule, dispatch, and route optimization segment, being the largest in the market, focuses on efficient scheduling of service tasks, dispatching the right technicians, and optimizing travel routes. It utilizes sophisticated algorithms to manage and allocate resources effectively, considering factors, such as technician skills, location, availability, and urgency of service requests. This optimization leads to reduced travel time and costs, increased productivity, and improved customer satisfaction by ensuring timely service deliveries. The adoption of this solution is crucial for businesses seeking to enhance operational efficiency and responsiveness in the management.

On the contrary, the customer management segment deals with managing customer interactions and relationships, essential for maintaining high service standards and customer satisfaction. This segment includes tools for tracking customer history, preferences, feedback, and communication. It ensures that businesses have a comprehensive understanding of their customers, enabling personalized service and fostering long-term relationships.

Furthermore, work order management involves the creation, assignment, tracking, and closure of work orders. This segment is essential for organizing and managing service requests efficiently. It provides field technicians with detailed information about tasks, including location, necessary tools, and customer details, enabling them to prepare adequately for service calls. This solution streamlines operations, reduces paperwork, and ensures that service commitments are met promptly, contributing to improved productivity and customer satisfaction.

Moreover, the inventory management segment addresses the tracking and management of parts, tools, and equipment required for field services. Efficient inventory management ensures that the necessary parts are available when needed, reducing delays, and improving first-time fix rates. This solution includes features, such as real-time inventory tracking, automated reordering, and management of supplier relationships, helping businesses minimize inventory costs while ensuring they are well-equipped to meet service demands.

Apart from this, service contract management segment involves managing service contracts and agreements with customers, including warranty management, service level agreements (SLAs), and recurring maintenance contracts. Effective service contract management helps in ensuring compliance with contractual obligations, setting clear expectations for service delivery, and generating steady revenue streams from long-term contracts.

Additionally, reporting and analytics provide critical insights into the performance of field service operations. This segment includes the analysis of data related to service calls, technician performance, customer satisfaction, and operational efficiency. By leveraging these insights, businesses can make informed decisions, identify areas for improvement, and strategize for future growth.

Breakup by Service:

• Implementation and Integration
• Training and Support
• Consultancy Services

Implementation and integration hold the largest share in the industry

Implementation and Integration is the largest segment in the market as the implementation and integration services focus on the deployment of the management solutions and their integration with existing systems. This segment addresses the technical challenges of setting up new software, ensuring it works seamlessly with current business processes, data systems, and other software applications. It is crucial for businesses to adopt these services to maximize the benefits of the field service solutions, ensuring they are tailored to specific operational needs and workflows. Effective implementation and integration lead to increased efficiency, reduced errors, and a smoother transition to advanced field service practices.

On the other hand, the training and support segment is vital for ensuring that employees effectively use field service solutions. This service includes educating staff on how to utilize the new systems, providing ongoing support for any issues or questions that arise, and updating them on new features or updates. Training is essential for maximizing the return on investment in these solutions, as it ensures that all users are competent and confident in using the system, thereby enhancing overall productivity.

Furthermore, consultancy services in the market involve expert guidance to help businesses strategize and optimize their field service operations. This segment includes analyzing current service processes, identifying areas for improvement, and recommending tailored solutions to meet specific business goals. Consultants in this field bring industry expertise and insights, aiding businesses in navigating the complexities of the service management and making informed decisions about technology investments.

Breakup by Deployment Mode:

• On-premises
• Cloud-based

On-premises represents the leading market segment

The on-premises deployment mode, currently the largest segment in the market, involves installing the software directly on a company's own servers and managing it internally. This model appeals to organizations that prioritize control over their IT infrastructure and data, often due to regulatory, security, or complex customization requirements. On-premises solutions offer a high degree of customization and integration with existing systems, making them suitable for businesses with specific needs that cloud solutions cannot meet.

On the other hand, cloud-based deployment of the management solutions is characterized by software hosted on the vendor's servers and accessed via the internet. This model offers greater flexibility, scalability, and cost-effectiveness compared to on-premises solutions. Businesses prefer cloud-based services for their ease of implementation, lower initial costs, and the ability to access the software from anywhere, which is particularly advantageous for field service operations.

Breakup by Organization Size:

• Large Enterprises
• Small and Medium-sized Enterprises

Large enterprises exhibit a clear dominance in the market

In the global market, large enterprises form the largest segment. These organizations typically have extensive operations, numerous field service personnel, and complex service delivery processes. The scale and scope of their operations necessitate robust management solutions that can handle large volumes of service requests, manage vast resource pools, and integrate with a variety of other enterprise systems. Large enterprises often require customized solutions with advanced features, such as AI-driven scheduling, comprehensive analytics, and extensive integration capabilities.

On the other hand, SMEs, while forming a smaller segment in the market compared to large enterprises, represent a significant and growing market share. These businesses typically require solutions that are cost-effective, easy to implement, and require minimal customization. Cloud-based solutions are particularly appealing to SMEs due to their scalability, lower upfront costs, and the reduced need for in-house IT expertise.

Breakup by End Use Industry:

• BFSI
• IT and Telecom
• Healthcare and Life Sciences
• Manufacturing
• Transportation and Logistics
• Energy and Utilities
• Construction
• Others

Manufacturing dominates the market

The manufacturing sector is the largest segment in the global market. This industry relies heavily on maintaining efficient operations and minimizing equipment downtime. Field service solutions in manufacturing are crucial for scheduling preventive maintenance, managing work orders, and ensuring that the right technicians are dispatched with the necessary parts and tools. These solutions help manufacturers keep their production lines running smoothly, reduce maintenance costs, and improve overall equipment effectiveness. The complex nature of manufacturing operations, with various machinery and processes, necessitates robust and comprehensive systems that can handle intricate scheduling, inventory management, and compliance requirements.

On the contrary, banking, financial services, and insurance (BFSI) field service solutions are employed to manage the maintenance and servicing of ATM machines, financial kiosks, and branch equipment. The focus here is on ensuring high availability and security of the equipment, which is critical to customer service and trust in the financial sector. These solutions help in scheduling regular maintenance, managing service tickets, and ensuring rapid response to issues, thereby minimizing downtime, and maintaining customer satisfaction.

Furthermore, for the IT and telecom sector, field service solutions are essential for installing, maintaining, and repairing complex network infrastructures. This sector demands quick response times and efficient management of field technicians to address outages and service degradations. The solutions in this segment offer capabilities for managing large-scale installations, routine maintenance, and emergency repairs, ensuring high service availability and customer satisfaction.

Moreover, in the healthcare and life sciences sector, field service solutions are critical for maintaining medical equipment, managing compliance with healthcare regulations, and ensuring patient safety. These solutions facilitate the scheduling of regular maintenance checks, compliance reporting, and management of service requests for critical healthcare equipment. The focus is on reducing equipment downtime, ensuring reliability, and adhering to stringent healthcare standards.

Apar from this, transportation and logistics segment uses the solutions to maintain vehicles and logistics infrastructure. These solutions help in scheduling regular maintenance, managing repairs, and ensuring that vehicles and equipment are operational and efficient. Effective management in this sector is crucial for minimizing delays, reducing costs, and ensuring timely delivery of goods.

In the energy and utilities sector, the solutions are used to manage the installation, maintenance, and repair of infrastructure and equipment. This sector requires robust solutions for scheduling and dispatching technicians to remote locations, managing emergency responses, and ensuring regulatory compliance. The focus is on maintaining continuous service delivery and managing the large, distributed assets typical in this industry.

On the other hand, the construction industry employs the management solutions to manage equipment, schedule maintenance, and ensure that machinery is available and functional. These solutions help in tracking equipment usage, managing inventory, and scheduling preventive maintenance, which is vital for avoiding project delays and reducing costs.

Breakup by Region:

• North America
  • United States
  • Canada
• Asia-Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
• Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
• Latin America
  • Brazil
  • Mexico
  • Others
• Middle East and Africa

North America leads the market, accounting for the largest field service management market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia-Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share.

North America is the largest segment in the market as North America demonstrates a high adoption rate of field service solutions due to the presence of numerous large enterprises and technology companies. This region shows a strong preference for advanced technologies such as cloud computing, AI, and IoT, which are integral to modern field service systems. The market is driven by a focus on enhancing customer service, improving operational efficiencies, and the presence of a mature IT infrastructure. The region's well-established telecommunications and manufacturing sectors, along with a growing healthcare industry, significantly contribute to the demand for the solutions.

Furthermore, Asia Pacific region is experiencing rapid growth in the market, driven by the expanding manufacturing and IT sectors, particularly in countries, such as China, India, and Japan. The increasing adoption of digital technologies, along with a growing focus on customer service and operational efficiency, is fueling this growth. Small and medium-sized enterprises are particularly contributing to the demand for cloud-based solutions, given their cost-effectiveness and scalability.

On the other hand, Europe's market is characterized by a strong emphasis on automation and efficient service delivery, especially in developed economies, including Germany, the UK, and France. The region's strict regulations regarding data privacy and security influence the preference for on-premises and highly secure cloud-based solutions.

Moreover, in Latin America, the market for the management is growing steadily, driven by the digital transformation of businesses and the increasing need for operational efficiency. Countries, such as Brazil and Mexico are leading this growth, with sectors such as manufacturing, energy, and utilities adopting management solutions to enhance their service operations.

Additionally, the Middle East and Africa region is gradually adopting management solutions, particularly in the Gulf Cooperation Council (GCC) countries and South Africa. The growth in this market is driven by the need to diversify economies away from oil-dependency and invest in technology-driven sectors. There is an increasing focus on enhancing customer service and operational efficiencies in industries, such as telecommunications, construction, and utilities, which is fostering the adoption of field service solutions in the region.

Leading Key Players in the Field Service Management Industry:

Key players in the market are actively engaged in various strategic initiatives to strengthen their market position and meet the changing needs of diverse industries. These initiatives include the development of more advanced and integrated solutions, leveraging technologies such as AI, IoT, and cloud computing to enhance efficiency, scalability, and user experience. They are also focusing on expanding their global reach through partnerships, mergers, and acquisitions, collaborating with technology providers and local firms to access new markets and customer segments. Additionally, significant investments in research and development are being made to innovate and tailor their offerings to specific industry requirements, thereby providing comprehensive and customizable solutions for businesses looking to optimize their field service operations. These efforts reflect the dynamic nature of the market and the continuous push towards more sophisticated, user-friendly, and efficient systems.

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

• Accruent LLC (Fortive Corporation)
• Comarch SA
• IFS AB
• Infor (Koch Industries Inc.)
• Microsoft Corporation
• Oracle Corporation
• Salesforce.com Inc.
• SAP SE
• ServiceMax
• ServicePower Inc.
• Trimble Inc.
• Zinier Inc.

Key Questions Answered in This Report

• 1.How big is the field service management market?
• 2.What is the future outlook of the field service management market?
• 3.What are the key factors driving the field service management market?
• 4.Which region accounts for the largest field service management market?
• 5.Which are the leading companies in the global field service management market?

Table of Contents

1 Preface

2 Scope and Methodology

• 2.1 Objectives of the Study
• 2.2 Stakeholders
• 2.3 Data Sources
  • 2.3.1 Primary Sources
  • 2.3.2 Secondary Sources
• 2.4 Market Estimation
  • 2.4.1 Bottom-Up Approach
  • 2.4.2 Top-Down Approach
• 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

• 4.1 Overview
• 4.2 Key Industry Trends

5 Global Field Service Management Market

• 5.1 Market Overview
• 5.2 Market Performance
• 5.3 Impact of COVID-19
• 5.4 Market Forecast

6 Market Breakup by Solution

• 6.1 Schedule, Dispatch and Route Optimization
  • 6.1.1 Market Trends
  • 6.1.2 Market Forecast
• 6.2 Customer Management
  • 6.2.1 Market Trends
  • 6.2.2 Market Forecast
• 6.3 Work Order Management
  • 6.3.1 Market Trends
  • 6.3.2 Market Forecast
• 6.4 Inventory Management
  • 6.4.1 Market Trends
  • 6.4.2 Market Forecast
• 6.5 Service Contract Management
  • 6.5.1 Market Trends
  • 6.5.2 Market Forecast
• 6.6 Reporting and Analytics
  • 6.6.1 Market Trends
  • 6.6.2 Market Forecast
• 6.7 Others
  • 6.7.1 Market Trends
  • 6.7.2 Market Forecast

7 Market Breakup by Service

• 7.1 Implementation and Integration
  • 7.1.1 Market Trends
  • 7.1.2 Market Forecast
• 7.2 Training and Support
  • 7.2.1 Market Trends
  • 7.2.2 Market Forecast
• 7.3 Consultancy Services
  • 7.3.1 Market Trends
  • 7.3.2 Market Forecast

8 Market Breakup by Deployment Mode

• 8.1 On-premises
  • 8.1.1 Market Trends
  • 8.1.2 Market Forecast
• 8.2 Cloud-based
  • 8.2.1 Market Trends
  • 8.2.2 Market Forecast

9 Market Breakup by Organization Size

• 9.1 Large Enterprises
  • 9.1.1 Market Trends
  • 9.1.2 Market Forecast
• 9.2 Small and Medium-sized Enterprises
  • 9.2.1 Market Trends
  • 9.2.2 Market Forecast

10 Market Breakup by End Use Industry

• 10.1 BFSI
  • 10.1.1 Market Trends
  • 10.1.2 Market Forecast
• 10.2 IT and Telecom
  • 10.2.1 Market Trends
  • 10.2.2 Market Forecast
• 10.3 Healthcare and Life Sciences
  • 10.3.1 Market Trends
  • 10.3.2 Market Forecast
• 10.4 Manufacturing
  • 10.4.1 Market Trends
  • 10.4.2 Market Forecast
• 10.5 Transportation and Logistics
  • 10.5.1 Market Trends
  • 10.5.2 Market Forecast
• 10.6 Energy and Utilities
  • 10.6.1 Market Trends
  • 10.6.2 Market Forecast
• 10.7 Construction
  • 10.7.1 Market Trends
  • 10.7.2 Market Forecast
• 10.8 Others
  • 10.8.1 Market Trends
  • 10.8.2 Market Forecast

11 Market Breakup by Region

• 11.1 North America
  • 11.1.1 United States
    • 11.1.1.1 Market Trends
    • 11.1.1.2 Market Forecast
  • 11.1.2 Canada
    • 11.1.2.1 Market Trends
    • 11.1.2.2 Market Forecast
• 11.2 Asia-Pacific
  • 11.2.1 China
    • 11.2.1.1 Market Trends
    • 11.2.1.2 Market Forecast
  • 11.2.2 Japan
    • 11.2.2.1 Market Trends
    • 11.2.2.2 Market Forecast
  • 11.2.3 India
    • 11.2.3.1 Market Trends
    • 11.2.3.2 Market Forecast
  • 11.2.4 South Korea
    • 11.2.4.1 Market Trends
    • 11.2.4.2 Market Forecast
  • 11.2.5 Australia
    • 11.2.5.1 Market Trends
    • 11.2.5.2 Market Forecast
  • 11.2.6 Indonesia
    • 11.2.6.1 Market Trends
    • 11.2.6.2 Market Forecast
  • 11.2.7 Others
    • 11.2.7.1 Market Trends
    • 11.2.7.2 Market Forecast
• 11.3 Europe
  • 11.3.1 Germany
    • 11.3.1.1 Market Trends
    • 11.3.1.2 Market Forecast
  • 11.3.2 France
    • 11.3.2.1 Market Trends
    • 11.3.2.2 Market Forecast
  • 11.3.3 United Kingdom
    • 11.3.3.1 Market Trends
    • 11.3.3.2 Market Forecast
  • 11.3.4 Italy
    • 11.3.4.1 Market Trends
    • 11.3.4.2 Market Forecast
  • 11.3.5 Spain
    • 11.3.5.1 Market Trends
    • 11.3.5.2 Market Forecast
  • 11.3.6 Russia
    • 11.3.6.1 Market Trends
    • 11.3.6.2 Market Forecast
  • 11.3.7 Others
    • 11.3.7.1 Market Trends
    • 11.3.7.2 Market Forecast
• 11.4 Latin America
  • 11.4.1 Brazil
    • 11.4.1.1 Market Trends
    • 11.4.1.2 Market Forecast
  • 11.4.2 Mexico
    • 11.4.2.1 Market Trends
    • 11.4.2.2 Market Forecast
  • 11.4.3 Others
    • 11.4.3.1 Market Trends
    • 11.4.3.2 Market Forecast
• 11.5 Middle East and Africa
  • 11.5.1 Market Trends
  • 11.5.2 Market Breakup by Country
  • 11.5.3 Market Forecast

12 SWOT Analysis

• 12.1 Overview
• 12.2 Strengths
• 12.3 Weaknesses
• 12.4 Opportunities
• 12.5 Threats

13 Value Chain Analysis

14 Porters Five Forces Analysis

• 14.1 Overview
• 14.2 Bargaining Power of Buyers
• 14.3 Bargaining Power of Suppliers
• 14.4 Degree of Competition
• 14.5 Threat of New Entrants
• 14.6 Threat of Substitutes

15 Price Analysis

16 Competitive Landscape

• 16.1 Market Structure
• 16.2 Key Players
• 16.3 Profiles of Key Players
  • 16.3.1 Accruent LLC (Fortive Corporation)
    • 16.3.1.1 Company Overview
    • 16.3.1.2 Product Portfolio
  • 16.3.2 Comarch SA
    • 16.3.2.1 Company Overview
    • 16.3.2.2 Product Portfolio
    • 16.3.2.3 Financials
  • 16.3.3 IFS AB
    • 16.3.3.1 Company Overview
    • 16.3.3.2 Product Portfolio
  • 16.3.4 Infor (Koch Industries Inc.)
    • 16.3.4.1 Company Overview
    • 16.3.4.2 Product Portfolio
  • 16.3.5 Microsoft Corporation
    • 16.3.5.1 Company Overview
    • 16.3.5.2 Product Portfolio
    • 16.3.5.3 Financials
    • 16.3.5.4 SWOT Analysis
  • 16.3.6 Oracle Corporation
    • 16.3.6.1 Company Overview
    • 16.3.6.2 Product Portfolio
    • 16.3.6.3 Financials
    • 16.3.6.4 SWOT Analysis
  • 16.3.7 Salesforce.com Inc.
    • 16.3.7.1 Company Overview
    • 16.3.7.2 Product Portfolio
    • 16.3.7.3 Financials
    • 16.3.7.4 SWOT Analysis
  • 16.3.8 SAP SE
    • 16.3.8.1 Company Overview
    • 16.3.8.2 Product Portfolio
    • 16.3.8.3 Financials
    • 16.3.8.4 SWOT Analysis
  • 16.3.9 ServiceMax
    • 16.3.9.1 Company Overview
    • 16.3.9.2 Product Portfolio
  • 16.3.10 ServicePower Inc.
    • 16.3.10.1 Company Overview
    • 16.3.10.2 Product Portfolio
  • 16.3.11 Trimble Inc.
    • 16.3.11.1 Company Overview
    • 16.3.11.2 Product Portfolio
    • 16.3.11.3 Financials
    • 16.3.11.4 SWOT Analysis
  • 16.3.12 Zinier Inc.
    • 16.3.12.1 Company Overview
    • 16.3.12.2 Product Portfolio