Field Service Management

Field Service Management (FSM) is the logical capability of dispatching, executing, and closing field-service work — installations, preventive maintenance, repairs, inspections — against an installed base of physical assets, with full configuration, contract, and parts context. FSM stitches together asset-twin data, technician scheduling, mobile execution, and warranty/contract entitlements.

What it covers

• Installed-base / asset registry — what is in service, where, and in what configuration.
• Work-order management — entitlement check, scheduling, dispatch, mobile execution, sign-off.
• Service contracts and warranty — coverage validation and revenue recognition.
• Parts and inventory at the edge — truck stock, depot inventory, returns and repair logistics.
• Service knowledge and analytics — first-time-fix, mean time to repair, recurring-failure trends.

Relationships (see sidebar)

• Supports the Service and Maintenance and Warranty and Field Feedback processes.
• Implemented by systems like PTC ServiceMax.
• Consumes Part Lifecycle Information and feeds the closed-loop Digital Thread back to engineering.