SAP named a Leader in the IDC MarketScape for AI-Enabled Field Service Management 2025
Field service leaders are under pressure to keep costs down while meeting tighter SLAs and higher customer expectations. SAP has been named a Leader for the second time in the IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Vendor Assessment, signaling strong execution today and a clear plan for the next three to five years.
The focus is simple: efficient, sustainable operations powered by AI-assisted insights, advanced scheduling, and optimized workforce management. If you run customer support or service teams, this is the path to faster response, higher first-time fix rates, and predictable outcomes.
Why this matters for support and service leaders
IDC notes that AI-enabled tools are reshaping field service, moving organizations from reactive firefighting to proactive, predictive operations. That shift improves technician utilization, reduces truck rolls, and keeps promises made to customers.
For customer support and management, it also tightens the loop between the contact center, dispatch, and field execution-so what gets promised is delivered, on time and on budget.
How IDC MarketScape evaluates vendors
The IDC MarketScape provides a structured view of vendor fitness in a given market using qualitative and quantitative criteria. Two scores drive the model: Capabilities (product, go-to-market, and execution in the short term) and Strategy (alignment with customer requirements over a three to five year horizon). Market share is shown by icon size in the graphic.
Learn more about the model on the IDC MarketScape overview.
Where SAP stands out
- End-to-end field service in the enterprise flow: SAP Field Service Management connects with SAP S/4HANA, customer experience, asset management, and supply chain. Planning, logistics, operations, finance, and service run on consistent data, removing silos and enabling real-time collaboration across teams.
- AI and generative AI built in: Technicians and dispatchers get generative summaries of equipment history, work orders, and past activities. An embedded AI copilot lets users execute commands, automate actions, and surface context-aware insights using natural language. A high-performance auto-scheduling engine supports complex, high-volume operations.
- Commitment to ongoing improvement: SAP is focused on outcomes that matter: productivity for technicians and dispatchers, customer-centric and revenue-enabling operations, lower costs with intelligent automation and AI, and a connected, extensible platform for field service.
Practical outcomes you can target
- Higher first-time fix rates through better triage, parts availability, and technician guidance.
- Faster response and tighter SLA adherence with AI-driven scheduling and real-time updates.
- Lower cost per work order by reducing truck rolls and idle time.
- Safer, more sustainable operations through optimized routes and fewer unnecessary miles.
- Better customer experience via accurate ETAs, proactive alerts, and consistent follow-through.
How to get value fast
- Pick two high-impact use cases (e.g., auto-scheduling and technician assistance) and run a time-boxed pilot.
- Define baseline KPIs-first-time fix, SLA attainment, cost per job, and customer satisfaction-and measure weekly.
- Integrate service data with assets, inventory, and contracts to remove hand-offs and delays.
- Roll out the AI copilot to dispatch and lead technicians; capture feedback and refine prompts and workflows.
- Standardize playbooks for complex jobs and feed results back into scheduling and parts planning.
See it in action
There is an AI-Driven Schedule & Dispatch in SAP Field Service Management demo available on YouTube. Share it with dispatch leaders and service supervisors to align on your next pilot.
Get the report
Download a complimentary excerpt of the IDC MarketScape: Worldwide AI-Enabled Field Service Management Applications 2025 Vendor Assessment to review the full analysis and scoring.
Reference: Doc #US52967825e, September 2025.
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SAP is proud to be recognized as a Leader in AI-enabled field service management. The goal remains clear: help customers run service operations smarter, safer, and faster by bringing data, applications, and AI together for measurable outcomes and better customer experiences.
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