Field Service News - Jun 1, 2017

Written Reports

The following reports are available to subscribers on our FSN Premium or FSN Elite subscription tiers.

If you are currently on our free FSN Standard subscription tier you can find the monthly selection of available resources @

To access all of the reports below plus over 100 other resources including exclusive documentaries, research debriefs, bi-monthly magazines, and also access our weekly Field Service News Digital Symposium content, sign up or upgrade your subscription @

Screenshot 2020-10-14 at 13.39.48Benchmarking the new normal from year zero (2020)

In the widest research report ever conducted by Field Service News we spoke to over 230 field service management professionals worldwide to understand what trends are emerging as we collectively build the new normal. 

Now, in this exclusive 20 page report, published in partnership with FieldAware and authored by Field Service News Editor-in-Chief, Kris Oldland we present the findings for you to benchmark your own organisational position against the findings of this essential research. Findings revealed in the report include: 

  • The financial impact of the pandemic - 57% of companies have faced issues with customers being unable to pay for services.
  • The changing dynamic of customer relations in a post-pandemic world - 63% of companies have had to implement a method of prioritisation for service calls as a result of the pandemic.
  • Pressure on service operations - 78% of service companies are under pressure to reduce your service costs or increase the services provided within the same fee structure.
  • Service remains a key differentiator - 70% of field service professionals believe this remain the case in a post-pandemic world.
  • Rapid adoption of Remote-Services - 76% of companies have the ability to offer remote service/touch free delivery to their customer base.
  • The value of in-person service delivery remains - 48% of field service management professionals believe customers will still perceive a greater value in a face to face service engineer call than remote services after recovery. 

Subscribe to Access

Screenshot 2020-12-22 at 21.46.07Overcoming the Impact of Covid-19 in Field Service (2020)

Exclusive report based on emerging best practices from the global field services industry... 

We are about 6 months into the Covid-Crisis, and it still is uncertain how long the governmental restrictions and limitations will be in force. It is also hard to predict how long and deep the economic impact will be and what other impacts the crisis will have on our industries. Nevertheless, there are strong signs COVID-19 is here to stay for a while.

Previous crises have taught us that during and after a crisis, leading innovators set themselves apart from the stagnating laggards. Leading innovators continue with more radical and viable innovations which are aligned with the changing environment and industries. They are less vulnerable for the changes and are better able to reap the benefits of the new opportunities.

Subscribe to Access

Screenshot 2020-02-03 at 15.12.38Understanding the Metrics that Matter (2019)

Our world is changing before our very eyes. At every junction parts of our lives, both personal and working are becoming digitalised, automated and optimised. While this is something being seen across almost all vertical industries, the field service sector is very much at the coal face, feeling the wind in our faces as this rapid evolution into a new paradigm of industry spirals around us at full pace.

In many ways, this could be put down to the fact that for a long-time field service as a sector has embraced the two core factors driving our industry forward - technology and people.

But as we enter these unchartered waters, how do we know what metrics should be our guides to whether we are getting things right?

In this exclusive, Field Service News research report, we look at the responses of over 150 field service leaders who are facing such challenges and look to establish the metrics we should be measuring as we move to a world of digitalisation and servitization?

Subscribe to Access

Trends in spare parts management.pdf-1Research Report: Trends in Spare Parts Management (2018)

Conference producer Copperberg have recently spoken to over 60 aftermarket professionals as part of their research. Here we take a brief look at some of the core trends reflected within that research...

It was with great interest that we took a look at the insights from a recent research project undertaken by Copperberg.

The research was conducted online across the last month primarily to Copperberg’s own audience of conference delegates.

Some key facts revealed include: 91% of respondents see Inventory Management as being important in the next 12 months, 32% of respondents see Parts Pricing as being very important in the next 12 months, 66% of respondents see eCommerce as being important in the next 12 months

Subscribe to Access


Asset and Service Data Gravity whitepaper 2018.pdf-1Research Report: Asset and Service Data Gravity (2018)

Data is one of the key driving forces underpinning the modern-day economy, but asset and service data specifically is absolutely crucial...

ServiceMax, a GE Digital company, has commissioned a wide-reaching research project across a total of 600 IT and field service decision makers to understand how asset and service data are shaping our industry. 

Findings include:

  • 89% of respondents believe a move to  outcome-based business models will enhance their industry
  • Only 50% of respondents report that they completely trust the asset service data that they have access to
  • 77% of respondents state the pace of data intelligence digitally collected is outpacing the skills of those using the data

Subscribe to Access

Changing Face Of Field Service Engineer.pdf-1Research Report: Changing Face Of Field Service Engineer (2018)

Field Service News and ServiceMax have undertaken a research project to take a deep dive into how the role of the field service engineer is evolving. Here we bring you the key findings and trends revealed by this research...

Our industry is rapidly evolving. Technology is continuously pushing the boundaries of field service efficiency whilst simultaneously customer expectations are becoming ever more demanding. 

This report looks into this exclusive research and explores the trends revealed to build a picture of what the Field Service Engineer of 2022 (incredibly only five years away) will look like and explore what role the growing importance of technology in field service delivery will play in shaping the way we approach acquiring, training, and developing talent within the field service sector. 

Subscribe to Access

Screenshot 2020-10-11 at 18.12.04Has field service finally moved to the cloud? (2016)

Field Service News Benchmarking project assess the migration for on-premise to cloud based field service management services and delivery... 

In this white paper, co-published by Field Service News and ClickSoftware, we review the data from our latest research, providing year-on-year comparative analysis to identify what new trends have emerged and how attitudes towards the Cloud have evolved amongst senior management within the field service industry.

Research findings include:  

  • Over a third of companies are now using Cloud based Field Service Management (FSM) systems
  • The rate of adoption of Cloud based FSM systems has increased dramatically year-on-year with almost three times as many companies moving to the Cloud in  2015/2016 than did in 2014/2015
  • The move to the Cloud appears to be directly aligned to the move away from legacy systems with over two thirds of companies that are still using on-premise FSM solutions working with FSM systems that are at least three years old
  • Similarly, of those using Cloud based FSM solutions, a third have made the move within the last six months - which would suggest that not only is the rate of adoption of Cloud based FSM solutions increasing, but it is doing so at a quicker pace than in previous years

Subscribe to Access!

Written by Field Service News

Field Service News is the world's leading publication for dedicated to the field service read by over field service professionals across the globe. If you are a field service practitioner you may qualify for a complimentary industry subscription - visit now!