Field Service Management (FSM) Market Size

Global Field Service Management (FSM) Market size was valued at USD 3.96 billion in 2023 and is poised to grow from USD 4.46 billion in 2024 to USD 11.61 billion by 2032, growing at a CAGR of 12.7% during the forecast period (2025-2032). 

The global field service management industry is increasing at a high rate due to the rising expectation of consumers, technological advancement, and the heightened need for optimal delivery of the service in any industry. The solutions for field service management play an essential part in companies willing to boost productivity of workers, make it convenient to work out in the field and deliver enhanced customer service. Among the key trends powering growth in the market has been the addition of innovative technologies such as AI, ML, IoT enabling predictive maintenance, remote diagnostics and smart scheduling. This field service management industry trend has been further bolstered making cloud-based FSM platforms increasingly popular due to their cost-savings, scalability and flexibility.  

For instance, ServiceNow significantly upgraded its Field Service Management (FSM) platform in March 2024 by launching artificial intelligence (AI) capabilities intended to automate service workflows, optimize scheduling, and aid real-time decision-making. The features allow organizations to forecast and schedule service tasks in advance, reduce operational lag, and deliver enhanced customer satisfaction. Such a move is in line with other key FSM industry drivers like technological innovation, predictive diagnostics, and the need for efficient service delivery. 

How Are Companies Using AI to Enhance Customer Service in FSM? 

Through increased productivity and customer satisfaction, artificial intelligence (AI) is transforming the global Field Service Management (FSM) Market outlook.  Preventive maintenance and minimized downtime are what AI-based systems achieve in automating routine tasks, scheduling staff, and offering real-time data.   

For example, in 2024, G&J Pepsi-Cola Bottlers started using Microsoft Dynamics 365 Field Service, which had AI capabilities. They improved the efficiency of scheduling, lowered manual labor, and made work order administration easier with this integration.  By giving technicians real-time guidance and data, the launch of Copilot within Dynamics 365 Field Service greatly improved their workflow and illustrated the game-changing effect of AI in FSM.