Abstract della presentazione di Gabriele Roberti, Research & Consulting Analyst di IDC Italia, tenuta in occasione dell'executive meeting 'Next Generation Field Service Management' svoltosi a Milano l'1 dicembre 2015

1. Next Generation Field Service Management
Gabriele Roberti
Senior Research & Consulting Analyst
IDC Italia

2. IDC Enterprise Mobility Solutions Ecosystem
Mobility: great opportunities,
huge complexity
2Source: IDC Mobility Practice, June 2014

3. Mobilize
your people
 Connected employees, easier and
continuous access to information can
improve communication and boost
user satisfaction
 Increased security risks and
challenges in managing too many
devices and OSs
 Uncertainty in ROI evaluation
3

4. Mobilize
your processes
 Drives tangible results and
competitive advantage, becoming a
real digital business transformation
 Increased technological and
organizational complexity, higher
costs
 Required sponsorship and different
stakeholder engagement
4

5. planned in 2015
Field Service Management
in Italian verticals,
LaggardsInnovatorsMajority
Source: IDC European Vertical Markets Survey
Finance Manuf-
acturing
Healthcare Telecom/
Media
Utilities Retail/
Wholesale
Professional
Services/
Transport
Govern-
ment
Italy avg. EU avg.
5
Q: Has your organization already deployed FSM mobile software?
If not, is it planned in the next 12 months?
UK avg.

6. 1 Stakeholder involvement
 Lines of business
 End users
 Strategy & finance
 Compliance & risk
 Legal & HR
2 User profiling
 Internal & external
 Deskbound vs mobile
 User preferences
 App & data capture
requirements
 Additional/replacement
devices
3 Mitigate security risks
 Data at rest
 Data in transit
 Secure authentication
 Application security
4 Detailed mobility strategy
 Industry trends
 Competitive analysis
 Internal capabilities
assessment
 End user analysis
Source: IDC Mobility Practice
Key Success Factors
6

7. THE MOBILE (R)EVOLUTION