Field service management covers how organizations plan, schedule, and complete work performed in the field—from dispatching technicians and managing work orders to coordinating parts, routes, and on-site execution.
According to the IDC MarketScape: Worldwide AI-enabled Field Service Management Applications 2025 Vendor Assessment, “In IDC's recent Product Innovation and Aftermarket Services Survey, the top driver for organization's service efforts is to improve key customer metrics like customer effort, customer retention, and customer satisfaction score (CSAT) (59.1%, n = 447).”
In this report, vendors are assessed on both their current capabilities and their long-term direction. This includes how well their solutions support end-to-end field service processes today, how easily they work with existing systems, and how effectively AI is applied to deliver real operational value rather than experimentation.
The report is designed to help organizations understand which FSM vendors are positioned to support service modernization in a practical, sustainable way.
PTC is positioned as a Leader in the IDC MarketScape for Worldwide AI-enabled Field Service Management Applications 2025 Vendor Assessment 2025. PTC was previously positioned as a Leader in the IDC MarketScape Worldwide Field Service Management Applications 2023-2024 Vendor Assessment, by Aly Pinder, December 2023, IDC #US49989523.
Prior to 2023, ServiceMax, which PTC acquired in 2023, was named a Leader in the IDC MarketScape: Worldwide Manufacturing Field Service Management Applications 2021-2022 Vendor Assessment (doc #US46742521, December 2021) and the IDC MarketScape: Worldwide Manufacturing Field Service Management Applications 2019-2020 Vendor Assessment (doc #US44408719, November 2019).
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market, and business execution in the short term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.